Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday May 7th i made a purchase for a service through Groupon. When I went in for my consultation on Wednesday May 11th, i was told that there was a special package price with 3 package prices that were only available at that time so i purchase a package so all together i would have a series of 12 sessions back to back. Before purchasing I asked if it was refundable if I didn't use or want all of the appointments and i was assured that it was fully refundable for the unused appointments so i went ahead with the purchase which was on Wednesday May 11th. They were booked out for the next couple of weeks so my first appointment wasn't until Friday June 3rd. The day before that appointment i woke up with no voice and a sore throat so i called and the receptionist was nice and told me to stay home and feel better and that i could reschedule at a later time so i agreed. 2 days after that i had a accident and hurt my knee/leg and ended ** in a knee brace and crutches. That pretty much took me out so there was no way i was going to be able to make it to these appointments especially with the only location of this place being close to an hour from my house so i called and explained what happened and i was told he had to call somebody else to get the appointments canceled and me refunded and that he would call me the next day. i waited 3 days and never received a call back so i called multiple times and got the same answer and was told he would call me back the following day. I called yet again and got the same thing. At this point they didn't care because they already got paid without having to do any services. I was assured i could be refunded at any time. I am fine with being charged for the consultation because i did attend that but other than i had no tests or services done. i have been ripped off, lied to and scammed. In total i paid $321.86. I am asking to be refunded for the services/12 sessions i did not use.

  Business Response

  Date: 07/05/2022

  *************** came into our facility on 5/11/22 with a Groupon voucher she had purchased.  At the consult she decided to upgrade and purchase additional sessions for a discounted promo price.  She booked all of her appts from 6/3-6/27/22.  When she came in for her initial consult she signed a financial consent form that clearly states our refund policy in multiple places and multiple documents (all provided to her).  On 6/2 as stated she called and stating she was sick and wouldn't make it to her first scheduled time on 6/3/22.  At that time she also stated she wanted a refund.  It was explained to her she would need to submit a refund request via email to corporate to review.  **************** never called and said she was in any sort of accident as she stated.  She did call again on Tuesday 6/7 and Thursday 6/9 and was told again she needed to follow the proper protocol for a refund.  On Thursday 6/16/22 *************** then proceeded to file a dispute with her CC company for the transaction made at our facility on 5/11/22.  At this point any sort of refund is out of our hands and up to the issuing bank (*************** CC company) and can take up to 90 days to make a determination on that based on documentation provided by both parties.  

  Customer Answer

  Date: 07/05/2022

   I am rejecting this response because:
  I knew nothing of signing a financial consent and if I signed it i was lied to about what i was signing. If it was made clear to me that there was a such thing i would not have signed, spent more money that day or be requesting a refund now. Nothing was explained to me about submitting any refund request form nor was anything ever mailed, emailed, text, or verbally told to me. Before purchasing the promo package **** assured me i could be refunded for any services/appointments i did not use. I am a single mother of 3 so things can change for me in an instant so if i could not make it to a appointment or 5 appointments i wanted to make sure i could get my money back. I was told by the man that answered the phone that he would reach out to someone about the refund and call me back the next day with a solution. I didn't receive a call the next day so I called back myself. I was told he still didn't have an answer back and that if he didn't call me back then for me to give him a call back. Again, I got no call back so I called back. This time i was pit on hold for over 5 minutes then when he came back on the line he told me he would call me back in 3 minutes. I said Okay. I recorded this on my ipad just because i knew from the other reviews that there would be lies. I called and told that same man that i had gotten injured. He dismissed me like he did everytime so he's the reason why no one there knew i was injured. No one cared. I have my Paperwork from my injury as well. 
  

  Business Response

  Date: 07/06/2022

  All clients sign a financial consent form when they purchase additional sessions where our refund policy is broken down multiple times in multiple different scenarios.  Half way through the form and at the bottom it stats very clearly: " I have carefully read this form and acknowledge that I understand it.  No representations, statements, or inducements, oral or written, apart from the foregoing written statement, have been made.  If any portion of this form is held invalid, the rest of the document will continue in full force and effect."  This was signed and dated multiple times by ****************.  No one forced her to sign and agree to this or make any sort of additional payment.  This was obviously done voluntarily by her.  Also-all incoming calls are recorded and never did **************** mention anything about being in any sort of accident.  We are certainly sorry to hear that and hope she is ok.  Regardless of all of the above, *************** filed a dispute for this transaction with her CC company on 6/16/22 as mentioned in previous correspondence so therefore this matter is out of hands at this point and up to her bank/CC company to determine what steps are made next and this takes ***** days per THEIR guidelines.