ComplaintsforPine Grove Medical Clinic

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On August 27, 2022, I consented to treatment to be performed by Pine Grove Medical Clinic. They treat for only one condition so I will not be specific here. At the time they offered appointments during normal business hours Monday through Friday and until Noon on Saturdays. I work normal business hours Monday through Friday and ******* to 60 minutes away depending on traffic. The availability of Saturday appointments was crucial. Initially, the services provided and the hours available were acceptable. However, by December of ************************** that they may be closing the clinic. They could not guarantee that I could continue treatment and indicated that other patients decided not to return and seek a settlement with their current ownership. I decided not to schedule further appointments but told them I would wait for an update for a few weeks. I was contacted by a staff member a few weeks later who informed me that they had be sold to new ownership and they offered six additional treatments if I wanted to return. I accepted. Since then, appointments have been more difficult to schedule, perhaps due to staff shortage. Frequent equipment malfunctions causing concern that my treatment may not have been effective. And finally, I was told in late April 2023 that they would no longer offer Saturday appointments and normal business hours would be reduced making it very difficult in my case. This has not been a good experience and the cost was significant. I would like my agreement to be honored or a full refund.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14, 2022 I prepaid Pine Grove Medical $6100 for erectile disfunction shockwave treatments. I met with what I thought was a doctor to see if I was a good candidate for the procedure. The gentleman said I was and the treatments should work well for me. I paid for 12 visits. On visit 10, I expressed dissatisfaction in my treatments. The most qualified person there was ****. He said that the doctor who consulted me was not an actual doctor and no one had signed my consultation. I have copies. They told me to consult customer service about a refund, and that she would give an automatic no answer. But they told me the unsigned paperwork qualifies me for a refund.

  Business response

  03/23/2023

  Pine Grove Medical Clinic advertises on television and radio for Acoustic Wave Therapy to help correct Erectile Dysfunction(**).
  
  
  Pine Grove offers a blood flow ultrasound and exam from our medical professional free of charge, to give patients the opportunity to learn more about their ** and the procedure we offer. 
  
  
  ****************** saw our advertisement and contacted our scheduling department to take advantage of the offer. On the day of his consultation Pine Grove performed everything included in the offer. Afterwards our clinical staff presented our offer which included the specific number of treatments we would perform and the exact dollar amount it would take to perform them. As well as multiple forms of documents that go over the possibility of outcome from our procedure. 
  
  
  At any time ****************** has the opportunity to review and decline, instead ****************** provided us with his full name, phone number, address, DOB, and SSN to have the procedure financed. 
  
  
  ****************** then came in for multiple procedures, almost finishing his recommended treatment plan. ****************** felt that he was not seeing the desired results and had felt no positive changes and expressed his concerns. 
  
  
  Pine Grove Medical Clinic offers a medical procedure. Unfortunately no medical procedure has a 100% guarantee, including ours. ****************** was informed that although our procedure has a high success rate there is a possibility that the process of neovascularization happens in such small amounts that it doesn't produce noticeable changes. 
  
  
  Pine Grove Medical always has a medical professional for consultations but they are not always Medical Doctors(MD). We employ medical professionals like Nurse Practitioners, Physicians Assistants who are also qualified and have a background in medicine. 
  
  
  Pine Grove recognizes ******************' frustration after receiving ********************************************************************************************************************************** pursuit of correcting **. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was promised good results because of my young age and good health. After 14 treatments Ive seen little results. Very disappointing to go through all this for nothing not to mention the cost I would like a refund.

  Business response

  03/28/2023

  Pine Grove Medical Clinic offers Acoustic Wave Therapy to correct erectile dysfunction(ED)
  
  
  Included in our consultation is a blood flow ultrasound to determine the severity of one's situation and an exam from our medical professional to ensure someone is fit for treatment. Pine Grove offers both of these free of charge and without obligation to engage in the service.
  
  
  ************ saw our advertisement and decided to schedule an appointment to take advantage of the free offer and learn more about how we could help him. When ************ arrived for his appointment and all services included in our advertised offer were performed. Afterwards, our clinical staff presented our offer which included the specific number and the exact dollar amount it would take to perform them. At any time ************ has the opportunity to review and decline our offer. Instead ************ provided us with his full name, phone number, DOB, and SSN to have the procedure financed.  As well as signing multiple forms of paperwork each patient is required to sign that gives clear language to the possibility of outcomes from our treatment. 
  
  
  Pine Grove offers a medical procedure. Although Acoustic Wave Therapy does have a high success rate there are a small percentage of patients who don't see the desired results. Unfortunately, there's patient where the process of neovascularization happens in such minimal amounts that it doesn't produce noticeable change. 
  
  
  We recognize **************** frustration after finishing the majority of his treatment plan and hope he gives us the opportunity to continue working with him by offering free additional treatments. 

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to Pine Grove Medical Clinic on 10/11/2022 for treatment for erectile dysfunction. I signed up for 18 treatments at $5100 which was financed through a company named ***** and a bank named ************ I did not receive treatment that day. I started my first treatment on 10/14/2022. These are the date that I received treatments. 10/14/2022 - 10/21 - 10/28 - 11/04 - 11-11 and *****. When I arrived at the clinic the tech told me on 11/25/2022 that the clinic was closing. I ask why and he said they were downsizing. They have record of me there and not receiving treatment. Why? If they were not closing why not give me a treatment? They did not tell me what I was supposed to do next. I called the office on 12/09/22 and was told I was not going to be billed. I called back to the office back to the office on 12/18/2023 due to receiving a bill for $5,329. I was instructed to call, the call center due to my complaint about this process. The call center stated that they were back open. They told me that it was a miscommunication and they were back open. I told them that I am seeking services at the VA. They said that I had 8 treatments which were not true. I only had 6 out of 18. At this time I was upset due to all the missed communication. I drove down to the center. They knew I was coming there because the call center contacted them. The first comment they made to me was that they apologized for the miscommunication and that I only had 6, not 8 treatments. I was a good on-time client. Now they're saying that I could continue treatments if I wanted to. I'm scheduled for surgery at the VA for my problem. The miscommunication was on their part, not mine. I never missed an appointment and wanted the treatments to work. They have records of their misconduct. Please help me on this matter. The main question is if you refused to give me treatment on 11/25 when I came there what was the problem? No on called me from Pine Grove or their head office. This was their fault.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last year I went into Pine Grove for a procedure. They got me approved for credit. After a few times of going, the technician stated they were closing. I stated i wanted a refund and he said i should hear back in a few days. When another person called he stated he could not authorize the refund and also stated they were not closing. I will be due to start paying on this "credit" and would like a refund of the remaining procedure plus the 3 "freebies" that the original tech stated i would get back.

  Business response

  03/09/2023

  Pine Grove Medical Clinic as well as some of our other locations across the nation were part of a discussion to consolidate in the later part of 2022. 
  
  
  Fortunately, our operations and corporate department found a great solution to resolve the concerns we needed to address and still provide care in the area of *******. 
  
  
  If Pine Grove was going to follow through with consolidating the location we would have ensured to finish each person's treatment plan. We determined that the 1st of 2023 would be the best time. 
  
  
  After pulling ********************** chart it shows that there were only a few more treatments left to perform. Giving ****************** had plenty of time to finish receiving treatment regardless of whether Pine Grove was no longer to provide service in the area. 
  
  
  Pine Grove Medical Clinic is committed to working with patients to correct ** and will continue to provide care to our existing and new patients. I hope ****************** gives us the opportunity to continue working with him and assist him in his pursuit to be relieved of erectile dysfunction. 

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