Complaints

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• Initial Complaint

  Date:11/29/2024

  Type:Billing 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.

  2023 -24 Facility provided ****************** however they did not provide feedback or suggestions to stop services since Sound Waves did not reflect any relief or improvement. Facility ignored my requests for call back on multiple occasions. I paid for these services and they were paid in full. They basically received money for nothing and did not try to provide a solution other than providing more Sound Waves. This was not a solution as far as I am concerned when the *********** did not offer any benefit to me. I requested feedback since I noticed no improvements after a few sessions. The facility never asked if any improvements were occurring after my sessions. I was ignored. Probably because they already had payment for services. Please be advised it is not a health related matter. This was for a service and no health insurance was used or could have been used. This is strictly about a company promising false services and taking my money.

  Business Response

  Date: 01/23/2025

  We take all concerns seriously and aim to address them transparently and professionally.
  After reviewing your concerns, I would like to provide clarification on a few points:
  Service Delivery and Feedback: Our records indicate that all scheduled Sound Wave sessions were provided in full accordance with the agreed terms. This patient received all of the treatments that she paid for. In fact, our records also reflect that she was gifted additional treatments in an effort to provide her better health outcomes for her difficult case. She received more than twice the number of treatments that she originally paid for and was not asked for Any monetary compensation for the additional treatments from our clinic. Quite simply, the statement that you paid for services you did not receive is 100% completely a false statement. As part of our standard process, we encourage clients to share their observations and experiences throughout their sessions. However, we did not receive consistent feedback from you during your treatments indicating dissatisfaction or a lack of perceived benefit.
  Requests for Follow-Up: We strive to respond to all client inquiries and callback requests promptly. However, I apologize if you felt your attempts to reach out were not addressed. We have no record of repeated missed communications, but I would be happy to review this further if you can provide specific dates or times of your attempts to contact. In fact, our records reflect that the treating physician was able to speak with you on the telephone on multiple occasions to address your concerns.
  Outcomes and Expectations: Softwave therapy services are highly individual in their effects, and outcomes can vary based on personal factors. Medical treatments like this are never guaranteed a very specific outcome. It is not our practice to provide patients with specific outcomes from the treatment. Therefore, I can say with certainty that no specific promises were made to you regarding your treatment. While many clients report positive results, we understand that not all experiences are the same. We are transparent about this variability and make no guarantees of specific outcomes, as outlined in our service agreement.
  Resolution: It is never our intention to leave a client feeling dissatisfied. While we believe the services were delivered as agreed, we are committed to maintaining positive relationships with our clients. I truly Believe that our clinic went above and beyond and out of our way on multiple occasions to provide you treatment outside of office hours, and to provide you more than double the number of treatments that you paid for in an effort to provide you the best possible results. However, we are committed to maintaining positive relationships with our clients. To that end, we would be happy to discuss your concerns further and explore any potential resolutions.
  Please feel free to contact us directly at *************] or ***************************************** and I would be glad to personally address this matter.
  Thank you for bringing your concerns to our attention, and we hope to find a resolution that demonstrates our commitment to your satisfaction.
  
  
  Sincerely,
  Dr. ***** J ********, ******************* Doctor
  Stronghold Health