ComplaintsforElemental Health Optimal Wellness Counseling, LLC
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Complaint Details
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Initial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The transaction took place on 8/17/2021 when I paid $6,473.15. The business makes you believe that they can help you be stronger after cancer treatment. I started the program on 9/20/2021 as I had to have a surgery and was recovering. The program did not help me because the supplements or shakes that they send made me sick to my stomach to the point where I started to throw up. They did some kind of blood work and sent the report to me; I even spent additional $35 when I went to get the blood work done. The owner, *** ******** told me that it is more of an Ayurvedic program and still the videos that were sent out were loaded with non-vegetarian meals. I know what Ayurveda is and it is definitely not non-veg. I did not even finish half the program and decided it was not for me. It was more of a placebo effect. I reached out and let them know I cannot continue with the program because it was not working for me. I was hoping to get at least half of the money back but I received a mere $553.56. The audit report sent to me that I am not able to download anymore as I am have been blocked, charged exorbitant amount. This is so ridiculous and where is the empathy that they talked about. I am a single woman and really live thriftily and am not a rich woman. Because I have been through the cancer, I wanted to make sure my health gets better. My complaint is why are the videos that are already made and not individualized charged $338+. Who does that? I would like to recover the money from this company because I feel they are minting money out of people that are just trying to recover from cancer. When I asked to speak with Dr. ***, she sent me an email, attaching in a word document. Again, I am not looking for the whole refund but at least half or more than halfBusiness response
01/05/2022
Business Response /* (1000, 5, 2021/12/17) */ I am both sad and disappointed to hear of Ms. ******* complaint. In the almost 19 years I have been in practice I have never until now had anyone file a complaint against me or my business. Our wellness- based programs are not meant to address any one condition or conditions but teach people how to live healthier lives and come back stronger after serious health events. The common denominator among those who are most successful is their own extra effort and positive attitude throughout our partnership together. Our practice's numerous testimonials and long-standing reputation speaks for itself. Ms. ***** agreed to partner with us to complete a 6-month wellness program that was honestly and thoroughly described to her before any decision was made. It included details regarding how it was different than other wellness programs and as a system, it needed to be followed as it was laid out one step after the other in order to lead to results. Although no results are guaranteed. She was told that the value of her overall program was $7880, and I gave her a 15% discount off the value since insurance does not recognize, and then she chose to pay in full on that day up front and received an additional 7.5% discount off the value. She then signed a contract that clearly stated both party's obligations and consequences if the practice member decided to quit before the end of the program. Thus, an audit was conducted to see what services were used up to the point she quit and their value calculated and then subtracted from the TOTAL VALUE of the program to determine her refund, not based on the dollar amount paid up front. The few people who have needed to stop their program early in the past understood this and did not take issue, or they decided to recommit and stay in the program to actually see what would be possible given that so much of their original investment had been used. Upon quitting Ms. ***** insisted that she did not want to stay in the program no matter what BEFORE having the audit done, so she was released. Once the audit was done and she saw how little of her original investment was being returned she started picking apart the audit and dictating what things should have cost vs. what they did. She is insisting on getting more back. The vast majority of the hard costs of our programs are paid for by the business in the first several weeks of peoples' programs, which leads to their successes down the road and also makes a difference in what gets refunded depending on the timing one quits. The refund policy is very clear and everyone who joins the practice knows what it is up front before paying for the program. She had previously forfeited her other option at that point, which was to stay in the program and follow through with the system as it was originally intended since she was so insistent on quitting before that day and was already released from our practice with a check in the mail to her. Regarding her other complaints, of all the supplements she was given, one of them did not agree with her and taking it on an empty stomach throughout the day caused her to wretch. I felt terrible for her so called her on a Saturday once I learned she was having difficulty and we worked out an alternative plan and resolved the issue. Although I am trained in ********* counseling, the program itself is not an ********* program, although towards the end of people's programs I work with them to tailor their new dietary habits learned in the beginning using ********* principles according to their unique constitution. If she wanted more vegetarian options I could have given her some, or she could have used the recipes given and left out the meat. There are numerous ways our team helps people make accommodations given different people's limitations or requests. You just have to ask. The ensuing event that led to Ms. ***** quitting the program was not her lack of results as she mentioned in the complaint but more directly having to do with the highly informative test results we went over together the day prior that led her to feel depressed and overwhelmed instead of relieved, validated and hopeful as most people do. One test even showed results suggesting that her doctor may have been treating her for the wrong condition. I spoke with her personally on the phone and tried to convince her to stay knowing all she had invested so far and what great improvement she could feel in the future based on what we had found, but she said she just wanted to quit and knew she wasn't going to get her money back and didn't care, so I granted her wish although it pained me to do so knowing what she was giving up. I am sorry she has such a poor taste in her mouth of her experience with us and wish only the best for her in the future. If she wants to return the check I sent her for the refund and is willing to recommit to being more transparent with me about any questions and concerns she has as they come up and trusting of the process I would be happy to re-accept her back into the practice to complete her program as it was originally intended. The audit has been emailed to her since she did not keep the original for her records. Consumer Response /* (3000, 8, 2021/12/21) */ I am sorry that Dr. *** is sad and disappointed to hear of my complaint. Some points need to be cleared. I am still looking to get back a little more than a mere $554 I received from the $6,473.15 I had paid. To clarify, there was no extra 7.5% discount because everything was paid as 1 payment. I am in no way dictating how the cost of the business should be run. But from a very logical perspective, the math does not add up. I had very clearly stated that I am a single mother and my expenses and spending is limited but sadly, I bought into the program hoping it would help me. I was committed to the program from the start and that is why I was following and taking the supplements and following the diet plan. If I was not committed, I would not have signed up and spent so much of my hard earned money. I am not sure how Dr. *** states that my leaving the program was the lack of results because that is absolutely false. My energy level had not changed, my knee pain was still the same so I am very clear in saying the program did not help me in any possible way. I think to say that my PCP is treating me for the wrong condition was also disappointing and a judgement call that none of us should make. I did not ever imagine that wellness programs can stoop to such a low level and keep people's money for themselves. I had called twice to make sure that I receive the money back. I absolutely believe that the supplements money and amount paid for test should have been deducted but not $5,900. That is absolutely outrageous and should be against any business. I am only requesting that instead of JUSTIFYING the PROGRAM, I would get a little my hard earned money back and this is an urgent appeal. I don't know how people that keep other people's money sleep at nights. Business Response /* (4000, 15, 2021/12/30) */ " I am not sure what else outside of my previous explanation of our business practices and program agreement I could add to clarify how the audit was conducted. I am deeply sorry that******* was not able to receive the benefits she was expecting from the program, and my offer still stands if she changes her mind and would like to re-engage to really see what is possible by completing her program as it was intended for optimal results." Thank you. In Health, *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.