ComplaintsforThe Joint Chiropractic

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 29 I went to see my previous chiropractor who moved to The Joint Chiropractic in Walpole. They have a convoluted "plan" to sign up for services that I agreed to because I like this particular provider. I was injured on my first visit. The "plan" involves multiple visits for 2 months that I am not able to use because of the harm caused by the very place that is supposed to provide relief. I asked to cancel the plan on December *********************************************************** their facility. They used classic sales tactics to convince me to stay. I explained clearly what I want and they declined cancellation claiming that I have to be charged for two months of service on my credit card before they can cancel. They also said that I have to go into their office to cancel in person. This is predatory behavior and I no longer wish to do business with them and they are refusing. I want a refund and want them to cancel my services without having to drive a few towns over to do it in person.

  Customer response

  01/07/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  01/08/2024

  I am writing in response to the above complaint ID.

  
  

  Patient **************;****** visited our clinic for her initial visit on 11/29/23. As part of this appointment ****************** filled out our standard intake paperwork which includes the attached informed consent form stating the risks of chiropractic care. The patient was given a consultation, exam and adjustment. This is our standard intake appointment. As part of the adjustment, the patient is notified that they may be sore after their first adjustment. This is typical. The cost for this initial visit is $29. The patient is under no obligation to pay for additional services and any insinuation otherwise is meritless.  The patient proactively sought out our services. There is nothing predatory about this.

  
  

  Future visits at The Joint Chiropractic can be paid per visit, as part of a package (discounted cost per visit for buying in advance) or the patient can elect to be on a Wellness Plan. This is represented on all of our marketing and clinic collateral. The patient elected to sign up for our Wellness Plan (contract attached). This stipulates for $79 a month the patient can receive four treatments bringing the average cost below $20 compared with a typical one-time visit fee of $45. Many patients who elect to see how they feel after their first visit choose to wait to enroll. The price does not go up if you wait to enroll. Our pricing is transparent and consistent. Given the patient's past experience with this doctor she chose to enroll. The contract clearly stipulates that there is a two month minimum (can cancel anytime after with no fee) and states our cancellation and refund policies. Additionally, the contract states that "members acknowledge that chiropractic services have association with some risks, including but not limited to injury, prolonged soreness or sharp, extreme pain"

  
  

  
  

  
  

  This is the second warning that the patient might feel discomfort from our services. Despite two written warnings, the patient still choose to enroll in our Wellness Plan. Let me be clear, the only obligation that **************** was under during her initial visit was to pay the $29 for services rendered that visit. The fact that the patient is seeking a refund of that $29 should go to show what the motive here is. 

  
  

  The patient alleges she was injured. ***************************, the doctor she came to see, attempted to follow-up with her after her first visit as we do with all new patients so they can reiterate that it is common for a patient to feel soreness. Despite alleging she was "injured", the patient returned to the clinic on 12/5 for a second adjustment. This is not typical behavior of someone who has been "injured" by a provider. 

  
  

  The patient alleges that on 12/23, she attempted to cancel, but was "sold" on staying. On 12/23, the patient was free to cancel her contract but was not *********** either a refund (she used our services on 12/5) nor would she be relieved of her obligation for a second monthly charge. Our cancellation policy is stated directly in the contract signed by the patient. There is nothing in our contract that precludes her from completing the cancellation paperwork, stated in her contract. That would have precluded us from charging her for a 3rd month. Asking us to verbally cancel written contracts over the phone would be a clear violation of the contract we have with each patient. 

  
  

  I contend that our clinic and staff did nothing wrong in this instance. **************** appears to have buyers remorse but any insinuation that the clinic has failed to live up to its contract is baseless and I ask that you find that this complaint is invalid. 

  
  

  Thank you,

  
  

  *********************

  Owner, The Joint Chiropractic | ****** & Walpole

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