ComplaintsforGrand Strand Health & Wellness

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went here for a counseling about spine treatment. went over the details and agreed to pay $3,511.77 for 40 treatments on 6/9/2022 after being told this was the amount not covered by my insurance. On or around Sept. 13 I was informed that my insurance was not covering what I had been previously told. this information was known by them for some time and I was not informed or given a chance to put things on hold till resolved or refund my payment. Options were to pay more money to them or use the remainder of my payment for 5 more treatments. I feel that I should have been informed immediately and given options. Knowing this I would have taken my money back rather than being shorted in being treated.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/21) */ In response to BBB Case# XXXXXXXX Patient and I met on 9/8/22 to discuss his insurance was not paying as they had verified. We verified his benefits and gave a financial accounting to him for services he would receive based on that verification. The form he signed indicated the numbers were an estimate due to our knowing an insurance company always states these benefits are not a guarantee of payment. Once we received the initial denial from the insurance on June 20, we immediately reached back to them to appeal based on the verification and reference number for that call. The representative agreed to send our request up the chain of command for review. After some time passed, we received notice their original adjudication of the claims would stand as the therapies were not covered. We put a message on the BBB claimant's next appointment to let him know and ask his help in presenting the case back to his insurance considering the original verification. I met with him on 9/8/22 and explained all of the above. He asked why we didn't tell him when we first learned of the issue and I explained to him that we get denials often and usually are able to turn them around for our patients. We had no reason to think this one would be any different as we had the verification yet his insurance was standing firm. I gave him the verification information and encouraged him to call them as he is their client and they may be more responsive to him. The patient (claimant) continued to come in for his treatment and rated us on social media a 5+ star rating up to the day before this complaint was filed. The service being rendered is as it should be and our efforts to file and collect from his insurance has been everything it should be. The unfortunate component here is the insurance not paying as verified and my desire to protect the patient/claimant from undue worry in case we were able to get it handled. I did acknowledge with the patient/claimant I understand his desire would have been to know we were having an insurance issue even though we were working to resolve it for him. He did agree he would notify you that we have talked and resolution was reached. Please accept this as our response to the complaint. Consumer Response /* (3000, 7, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes we have met and talked about the situation. Obviously on disagreement on who is to blame and why. I did give the 5+ rating but that was for all the front line workers I deal with on my visits. They are not at fault here. I am also finishing my treatments there. I was told that I have 3 left of my $3511.77 amount paid for 40 treatments. We have talked again but we have in no way reached an agreement on any compensation toward my 40 treatments. As mentioned in another complaint they have their money and I (we) are not getting the full service. They know that the BBB can not make them do any restitution toward clients that have been wronged. As mentioned earlier we have not reached any type of agreement. This is an issue that clients need to address when they arise and bring them to a stop. The insurance paper work will always be their way out of these issues. Business Response /* (4000, 9, 2022/09/27) */ Good morning. I am happy to report our Doctor has agreed to accommodate claimant's request. He will receive his treatment as originally discussed even though his insurance is not sending payment on his behalf for those services. This information is also being communicated to him today. We expect this will handle this complaint to a satisfactory state.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb. 14th, 2022 I went to Grand Strand Health and Wellness as a new patient, seeking the advertised services for professional manipulative chiropractic therapy using the Gonstead method of practice. During the initial patient consultation, I was pressured by Cindy, who intro'd herself as an RN, into signing up for a years worth of pre-paid services in advance, to realize a great savings, at a rate of $2,849.76, which I paid. This included the advertised $47.00 new patient consultation, x-rays, and physical analysis by Dr. G*****. Upon my first 3 visits, I did not receive any manipulative therapy, but instead received electrical stimulation, and electromagnetic treatments, which resulted in highly negative effects on my condition. I notified the office on my next visit, and refused, and did not take any more electromagnetic therapy. I asked to receive the chiropractic adjustment services which are the only services that were discussed and agreed to from day one. I subsequently received 2 quick adjustments and the Prosoft treatment prior to the sub-standard level of care I was receiving. On March 9th, 2022 I cancelled all services "in writing", because I was not receiving the chiro services I signed up and paid for, and asked for a full refund of all charges for services which would not be rendered. I asked for a statement of cost for the 8 visits and partial services I received. I received a partial refund of $1,320.20, and then rec'd a statement in a plain envelope with my forged signature on it, for services I did not receive. The cost of the 8 days of services is $320.00. I am still due a refund of $1,189.20. This is gouging, fraud, unethical practice and false advertising. I require the balance due to me for services not received.

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/05/10) */ In response to the complaint you received from ***** ** regarding her relationship with our clinic, please find the information below as our complete reply to her complaint. ***** presented to our office on 2/10/22 for a consultation and xrays. On 2/14/22 she returned for her report of findings. During that time, she met with our Patient Educator, Cindy Ard, who wears a name tag (as all of our staff does) that shows name and title (Office Manager and Patient Educator). No where or at no time was Cindy presented as RN. Our staff does wear scrubs so possibly there was some deducing of assumptions going on for *****. We take great pride in not being MEDICAL model, yet holistic and natural healing, so to present as a RN would actually go against our mission and purpose. ***** received the first couple of weeks of treatment and seemed to be doing well. She did come in and report she wanted to stop some of the therapy components she was receiving so that request was honored. Shortly thereafter, she reported she wanted to stop her care all together. We called ***** and left a message for her to return our call so we could be certain we had exhausted all means to help her get better faster-the ultimate goal. She called and spoke with Cindy on the phone stating the staff and doctor had been good to her and for her yet didn't want anything more than a manual adjustment with the doctor...no therapies at all. We agreed to move forward for her again honoring her request. After 3 visits of manual adjusting, ***** sent a message through our texting application stating to cancel all future care as she was moving out of state. We contacted ***** through the same messaging portal and advised her to come in for the exit interview as agreed upon when she started treatment. We have a patient come in for the closing of the record so any questions can be answered and the amount of any refund can be reviewed together to avoid this exact type confusion on a patient's part. ***** refused to come for her exit interview and asked for an itemization of services to accompany her refund. An itemization of services received along with her signed acknowledgement when services began was sent to her. We have prestamped envelopes in our office used in a prior mailing. One of those envelopes was used (as it is already stamped with postage) so the envelope was handwritten. Upon receipt of the information noted here, ***** responded that she did not sign the agreement for services, accused forgery and used the prestamped envelope that was hand written to her as her "reasoning" for this suspected fraud on her part. She implied she was never told of these services to which I questioned "What did you think you were paying for then.." I can assure you services recommended for ***** were reviewed during the review of her xrays, explained what each would do for her and the cost for the same. Several documents were signed when she started treatment to include: Financial information for services to be rendered and how many of each line item Agreement for services that explains termination and refund process as mentioned above Lateness and missed appointment agreement Patient and Doctor Agreement Upon closing her case, the fee for services received was deducted from her payment and the remaining amount was refunded to her within the time frame outlined in the agreement for services. Please let me know if you need additional information to close this complaint.

*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. ↩