Complaints

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this office on three separate occasions regarding my experience and also left a review on their ******** page, and they never replied. I have received nothing but a lack of care and told incorrect information from the start. I had utilized their $69 monthly program, where I was initially told that it comes with three visits and they would be opening a new office in the ******** ******** area back in March of this year, which was closer to my work and more convenient as they are only open from 10 am to 7 pm throughout the week. This was delayed several times and it even stated they were closed until the official recent opening of the *** office. I was then also told that it was actually 4 visits that were included in the program and not 3. I worked in ******** ******** at the time and wasted so much money on being mislead. The joint schedules new patients so existing patients are unable to be seen or must wait an hour or more to be seen. I was also charged incorrectly.

  Business response

  12/02/2022

  10 of 36

  

  Good Afternoon,   This email is in reference to the message we received regarding a customer concern, submitted by **** *********. Concern ID#********.   *** ********* signed up for our Wellness Plan in January of this year, in April she requested to cancel her plan. The clinic was experiencing system issues that day and, was unable to cancel the plan but, a cancellation and freeze form (this freezes the membership for 3 months) were sent to the patient. The patient returned both forms and, her membership was frozen for 3 months. Her account became active again on July 24thand, she utilized her membership 3 times in the month of August. The patient cancelled her membership in September. There was one occurrence where the patient was double billed due to an internal error and, for that the patient was refunded. When patients purchase a wellness plan (membership plan), they are given an overview sheet that outlines the details of that plan. We also review this with them at the time of purchase in clinic. This is not standard procedure for The Joint system wide but, it is something we do in Blue Ash as an added courtesy to patients to make sure they understand their plan (I have attached a copy for reference). Regarding the location in ******** **, The Joint is a franchise and, unfortunately the timeline for that specific location to open was delayed and outside of our control (it opened on 8-31-22). We do communicate to patients updates regarding additional local clinic openings to the best of our ability. We regret that *** ********* did not have a positive experience and, would be happy to speak with her regarding this.   Thank you, -- Taylor A*****| Regional Developer m:###-###-####

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