ComplaintsforGrand Health Partners

• Initial Complaint

  09/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've paid over $1000 to be part of a regimented health program. The issues first started in 2020. I started a six month program and worked with schedulers to get my following appointments scheduled like you would at any healthcare org. I went to my fifth appointment only to be told I needed to start the 6 month program over again because I was scheduled wrong (beginning of the next month so I needed to repay and re attend the same meetings). I explained that the scheduler set me up and I checked to be sure everything was fine. The schedulers were blamed. I complained to Tiffany S*****, the manager of the schedulers, who admitted that this was an oversight and sent me a gift card. Fast forward and I need my annual check up to see various providers. I show up and was told I was supposed to see a PA, dietician and behaviorist but was "only scheduled with the PA." I asked why this wasn't scheduled and didn't get an answer. I keep paying for scheduling mistakes. How is this legal/fair/safe?

  Business response

  10/07/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hello, I just received the paper letter from the BBB yesterday (10/6/21). I am very sorry for the mistake(s) made by people on my Team at Grand Health Partners. We have previously given attention to the customer and an apology letter with gift card was sent; not because we had to but because we really do care and regret mistakes that inconvenience our patients. I encourage the customer to please contact Tiffany S***** directly if she experiences any further issues with Grand Health Partners. Consumer Response /* (3000, 8, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already contacted Tiffany, who said there's nothing they can do at this point since I've already done the program. I find this convenient and horrible customer service because I'm still part of the program I paid for. My last visit was botched even after the initial "apology" for the same mistakes. How can I be recompensed for the time I needed to reschedule and repeated issues that occurred AFTER a gift card and generic note? The failure to schedule me according to the program I'm paying for has resulted in cursory reviews of my health chart and diet as required by YOUR PROGRAM AT THE ONE YEAR MARK. I had four separate meetings to make up for one due to the incorrect scheduling. Rather than another generic response, I need to know how I'll be recompensed and assured that the scheduling includes meetings required by the program that I paid for. I also need to see what actions are being taken to avoid other patients experiencing these repeated and seemingly low priority issues.

*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. ↩