ComplaintsforVitality Weightloss and Wellness

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sought their help initially because they offer weightloss via virtual calls with their doctors and they use insurance to help cover the cost. Everything is covered except the actual phone call with the doctor. That phone call costs $75 each time. I cancelled my last appointment within the 24hr guidelines via calling and leaving a message. I received a text message reminder about the appointment and text back to it stating I had cancelled. I was able to call and speak with someone to verify they received my message and text and they did confirm. They have since continued harassing me for a missed appointment charge since June. I have spoken with their office and emailed and both times been told the balance will be removed and it is STILL there.

  Business response

  12/29/2023

  First off, on behalf of the staff members at Vitality, I apologize for the hassle and stress this issue has caused you.  It looks like the charge should have been removed months ago and it was, but it was mistakenly added on again by a new staff member in training.  I have of course removed it again.  You will no longer be getting any statements from us about outstanding charges.  This mistake was entirely on our part and due to new staff members in training.  We will work to improve our training process so this doesn't happen again.  If there is anything I can personally do to further help this situation please email me at *************************************************************.  

  Customer response

  12/31/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  02/02/2024

  This is the second complaint I have filed against this company. They unfairly charged me with a no show fee of $75 when I cancelled the appointment before the 24hr window they state is needed. I cancelled via text message and voicemail and they have acknowledged both. In the previous claim they agree that they were in the wrong and that they would remove the charge. I have since been harassed on multiple occasions to pay this bill I am not responsible for. I am submitting a new claim since I am not allowed speak with the proper management at the company to resolve this issue.

  Contact by the business; Billing adjustment

  Customer response

  02/13/2024

  I am rejecting this response because:   I want physical proof the charge has been removed from my account and then I want my information wiped from your system. You can provide the proof to my personal email ********************* Furthermore, I would ask you to include a statement making it clear this charge will not be added back to my account nor will it ever reach collections status or ever come close to touching my credit as a debt not paid. Once all of these conditions have been met I will update my 1star ****** review of your business to reflect a solution being reached. 

  Business response

  02/19/2024

  This error for the patient was caused a glitch in our system - the system somehow automatically entered in the charge again unbeknownst to us.  We have take additional steps to make sure no further statements are sent to this patient.  

*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. ↩