ComplaintsforFay Nutrition, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After booking my initial consulation, Fay Nutrition charged an $8 "donation." I submitted a billing request for a refund and have not received a response.After my insurance paid for the initial consultation, Fay Nutrition charged me an additional $9, when their pricing tool estimated $0-5 and my insurance pays the full amount, so I am not required to pay anything out of pocket. I submitted a billing request and left a voice message for a refund.The only way to "communicate" with the company is by leaving a voice message or submitting a billing request online, and there is no way to get status updates on these requests.

  Business response

  08/22/2024

  We appreciate you taking the time to bring your concerns to our attention.

  Both charges were previously refunded, and you have paid $0 to Fay Nutrition.

  Warm regards,
  Fay Nutrition Billing Team

  Customer response

  08/22/2024

   
  Complaint: 22153789
  
  I am rejecting this response because:

  the unauthorized donation fee of $8 has not been refunded and I have not received a response to that request, which Ive made several times now. 
  
  Sincerely,
  
  ***********************

  Customer response

  08/23/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is mostly resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave payment and insurance information for a service i have not been given access to. I have tried several times over the last week to gain that access with no help. The only option is to leave a message on an answering machine which seems like a scam at this point. I want to make sure they refund or cancel any charges I receive and delete my account if this can not be resolved.

  Business response

  08/07/2024

  Hi *******,

  We appreciate you taking the time to bring your concerns to our attention.

  You have been charged $15, and you had an appointment on 07/25/2024. If this appointment did not occur, please let us know and we will confirm with the provider, as well as refund your $15.

  If you have any more questions or responses, please submit them to faynutrition.com/billing and we'll get back to you that way!

  Warm regards,

  Fay Nutrition Billing Team

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business will not allow its clients to remove their payment methods or insurance information from their accounts. I am asking for *** to remove my payment method and insurance information from my account and then delete my account. They provide zero ability to communicate with a human directly to address this issue and their chatbot responses do not resolve this issue even remotely.

  Business response

  08/07/2024

  We appreciate you taking the time to bring your concerns to our attention.

  We previously refunded you. We have also removed your credit card information.

  If you have any more questions or responses, please submit them to faynutrition.com/billing and we'll get back to you that way!

  Warm regards,
  Fay Nutrition Billing Team

  Customer response

  08/07/2024

   
  Complaint: 22105943
  
  I am rejecting this response because:
  
  

  Ive been submitting billing inquiries and you arent responding. This is the only place that you are responding.

  As for my payment and insurance information, I am currently looking at my account under the Settings tab, and both my insurance and payment information are still there. So no you did not delete them. Delete them there and then delete my account.
  
  Sincerely,
  
  *************************

  Business response

  08/07/2024

  Hi *****,

  We responded to you from our billing email on 08/06/2024 with a $8 donation refund. You selected the donation when you signed up with our booking flow.

  We have also removed your payment and insurance information, if you do not see the changes reflected in 5 business days, please fill out the form at faynutrition.com/billing and we'll get back to you that way!
  
  Warm Regards,
  Billing Support

  Customer response

  08/08/2024

   
  Complaint: 22105943
  
  I am rejecting this response because:
  
  

  Since you require a new billing inquiry for every question, I have entered multiple inquiries pertaining to my account information being removed and have received zero response, so Im sorry but that method of communication is useless. Additionally, you have not removed me from repeating charges of $8.

  This could all be resolved if someone at *** actually just picked up the phone and called me. But you have made that impossible and have completely dodged all accountability.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I set up an appointment with a clinician through ***. Her name is ***********************. The appointment was set for 08/05/24. ****** canceled on me on 08/02/24, yet on 08/05/24, I received a credit card charge for $8. No one at *** responds to phone calls, texts, social media inquiries, or emails; nor has the provider responded on the portal that *** has set up. They are literally charging me for a service they never provided. When I went to delete my account and remove my payment/insurance information from their site, that was not possible. This organization has a history of shady behavior and making it nearly impossible to communicate with them directly. I am disputing this charge on my credit card, but I fear they may charge me again in the future for services they don't provide given that they have my payment/insurance information. Someone needs to do something about their shady business practices and deception.

  Business response

  08/06/2024

  We appreciate you taking the time to bring your concerns to our attention.

  Your donation has been cancelled effective immediately and weve refunded $8 to your card on file.

  We respond to everyone that fills out a billing inquiry form in a timely manner. We see you submitted an inquiry only an hour ago, and we have now followed up. If you have any more questions or responses, please submit them to faynutrition.com/billing and we'll get back to you that way! 
  

  Warm regards,

  Fay Nutrition Billing Team

  Customer response

  08/06/2024

   
  Complaint: 22097691
  
  I am rejecting this response because:

  The business charged me for a donation I never made. That is completely unethical. Additionally, I am demanding that my payment and insurance information be removed from their website along with my profile being deleted. They are untrustworthy and should not have access to such information.

  
  Sincerely,
  
  *************************

  Business response

  08/06/2024

  We appreciate you taking the time to bring your concerns to our attention.

  In the final step of our booking flow you opted into a $8 / month donation. After your BBB inquiry and billing inquiry, we refunded the $8 and canceled future payments. There are no charges on your card from ***.

  Warm regards,

  Fay Nutrition Billing Team

  Customer response

  08/06/2024

   
  Complaint: 22097691
  
  I am rejecting this response because:
  
  

  I did not enroll in any kind of donations. What you are doing is criminal. Now remove my payment and insurance information from your website and delete my account or I will be taking legal action against Fay Nutrition.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *** is false advertising that nutritionists are covered. This is my second complaint as the first one was answered that I do not owe but instead it is EOB. That is false. I have attached screenshots of my claims on my insurance app which says the claim is denied and I do owe over $800. I tried calling *** several times and have had no luck reaching anyone and you cant message them on Instagram or via emai. They have very poor customer service.

  Business response

  08/06/2024

  We appreciate you taking the time to bring your concerns to our attention.

  I can assure you that you do not owe $525 for your appointment with your dietitian. That is an EOB and it is the amount we charge to your insurance, so we can maximize the amount they pay and minimize the amount you owe. It is not what you have to pay and not what we are paid for sessions either. You were charged $90 for your appointment on 05/20/2024, which is in line with our pricing indicator: ***************************************************.

  If you have any more questions or responses, please submit them to faynutrition.com/billing and we'll get back to you that way!

  Warm regards,

  Fay Nutrition Billing Team

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ********** Blue Shield of ****************** but I live in *******************. I gave the nutrition my insurance card information, but there isnt an option to upload your insurance card so they are billing Florida blue which is the ********** Blue Shield of ******* instead of ******* and the claims are getting denied even though the provider is in network and the claims will be covered 100%, you cannot get anyone on the phone to ask any billing type question and when you send an email to billing they do not respond to you or it is an automated response. So now I am getting charged the self-pay rate of $90 for my dietitian when the insurance would cover way more than than that and pay them , because someone in the office doing billing is not sending the claims to the right insurance company

  Business response

  07/22/2024

  We appreciate you taking the time to bring your concerns to our attention.

  You inquired about a refund for your 07/08/2024 appointment on July 17th and were given one on July 18th. We have also refunded your 07/02/2024 and 07/16/2024 appointments, so you have paid $0 for your 3 sessions with your dietitian so far.

  Please submit any additional questions to faynutrition.com/billing, and we will follow up with you directly to provide an update on your concerns.

  Warm regards,
  Fay Nutrition Billing Team

   

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am not a patient but am continually receiving messages texts and emails from this company. I have asked repeatedly for them to remove me to no avail. There is no where to unsubscribe and no one answers my emails, texts, or calls.

  Business response

  07/15/2024

  We appreciate you taking the time to bring your concerns to our attention.

  You may have received texts or emails since you previously scheduled a Fay Nutrition appointment on 06/22/2024. You are now unsubscribed; all patients can opt out of our emails and texts.

  Warm regards,

  Fay Nutrition Billing Team

  Customer response

  07/15/2024

   
  Complaint: 21982569
  
  I am rejecting this response because: I made the appointment and then promptly cancelled it because you wanted to hold my credit card without making me aware of any possible charges. Since then, I asked repeatedly to remove me from your database and was ignored. I do not want any correspondence from you by phone, text, or email.
  
  Sincerely,
  
  ******** *********************

  Business response

  07/15/2024

  We appreciate you taking the time to bring your concerns to our attention.

  We have removed you from our system, which may take a few days to process. You can also remove yourself by texting STOP or selecting unsubscribe on our emails.

  Warm regards,
  Fay Nutrition Billing Team

  Customer response

  07/15/2024

   
  Complaint: 21982569
  
  I am rejecting this response because: They said to unsubscribe to emails. i have done this and still am being harassed with correspondence. Many messages don't even have the option to unsubscribe. This is ridiculous!  I have texted Stop and the messages stop for a while and then start again.  This information is useless. I need Fay Nutrition to remove me from everything.  Take me out of email and text!
  
  
  
  ******** *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩