ComplaintsforQC Kinetix (Plano)

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January, I came across QC Kinetix. They claimed that their stem cell therapy can do wonders for people who suffers from lower back pain.I was hoping that this treatment can help improve my back pain situation. During the consultation, they promised an effective and safe treatment plan using PRP and stem cell injections into the spine. I signed up with high hopes because of their promises. That afternoon, I found out that the stem cell injection part of treatment was not as effective and safe as what they claimed during the consultation. In some cases the procedure can be out right dangerous. The level of risk and effectiveness promised in the consultation did not match reality and could not be supported by current medical research. I immediately called them to ask them to cancel the rest of the treatment and refund the remaining amount. After some back and forth I finally got an email from their operations manager saying that the treatment was non-refundable whether I go through the treatment or not but they would bring it up to their upper management and have an answer in ***** days. I find this highly unprofessional and dishonest practice. Reputable medical professionals and clinics would honor the request if given in a reasonable time frame. I requested to cancel the same day and only for the amount of unprovided services, NOT the whole amount. Which I believe is fair. I tried to follow up with the operations manager afterward but found my email reply was rejected. I got an undeliverable mail. I believe they were trying delay tactics and were hoping that I would forget and move on. But I felt robbed and would like some justice in this matter. I've documented my correspondence with them and can prove that I am trying to work with them in good faith. I would like to find an agreeable solution as I told them, but they've ignored it so far.

  Business response

  06/24/2024

  Better Business Bureau Team,
  We have reviewed this complaint against QC Kinetix (******) on behalf of patient ***************. Please be advised that she was aware of QC Kinetix financial policy and risks involved with the treatments at the time she signed up with our clinic. I have provided a copy of the consent forms that outline the risks, as well as the financial policy that was signed by *************** at the time she began treatments with our clinic. We do educate our patients verbally, but also provide written documents to make sure each patient uniformly understands our treatment process and the financial commitment before they begin with us. At the time ********** contacted us to request a cancellation, she had already started her program, medical supplies had been ordered, and she had received her first treatment.
  Please be advised that it is the policy of QC Kinetix to obtain signed documentation in order to avoid this type of complaint. Please let me know if I may be of any additional help in resolving this matter and email me directly with a response. We appreciate all you do!
  Best,
  *************************
  Patient Services Manager ****************************************************** ************
  

  Customer response

  07/04/2024

  I am rejecting this response because:   They asked us to respond directly to them and we did.   We tried to reason with them but got the same message back from them.   The following is our communication.

  Regarding QC Kinetix's reply, we can not accept it.  First of all, we were never verbally made aware of the restrictive cancellation policies.  
  Secondly, I'm not sure what supplies QC Kinetix has to order since the main ingredients are my blood plasma and my stem cells.  But other than 
  the first PRP, nothing else has been extracted.  I've already detailed my complaint and my side of the story in my initial BBB report.  
  And at this point we can not just walk away from this.  What I'm talking about is fair practice and in our opinion QC Kinetix has not done so.
  It is no small sum that QC Kinetix has decided to keep, it's not hundreds or a thousand, it's $10K+.    
  
  As we've said, we're ok with paying for the first treatment and if you can show us those supplies were fairly incurred by QC Kinetix.  Then
  we can consider them as well. If we can not come to an agreement.  Then we'll continue to seek whatever recourse we can find.
  
  Thank you for you time and regards,

  Business response

  07/09/2024

  To Whom It May ************* have provided the documentation that was signed giving consent to treat, and acknowledging in writing the understanding of our policies and procedures. I did indeed receive the email from *************** and have again provided copies of the signed agreement. We make sure our financial policy is very clear, the document is only 2 paragraphs long and uses very direct language that is easy to understand. *************** agreed with this policy and signed a document stating this agreement.
  Our SIGNED financial policy clearly states If you decide to not complete the full treatment program as identified below, there will NOT be a refund of your payment.
  Thank you for your time reviewing this matter.
  Best,
  *************************
  QC Kinetix ******/Houston ******************************************************

  ************

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