Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I paid Suncrest Counseling $130 for a Neuro-feedback Brain-map, which I was told included a Free follow up consultation. All I wanted was a brain map and the complimentary follow up visit. At my follow up visit the Receptionist wanted to charge me $170. When told her I was told it was included, she insisted I pay. You will not be able to see the Therapist without first paying $170. I would not have come in if I knew I needed to pay for both appointments. In my experience, that is fraudulent advertising. I would have gone somewhere else if I knew they would charge me for both appts. I don't want neuro-feedback treatments from them. If I need them, I will find another therapy office who offers that. I don't want to pay for another appointment, and I don't want to work with them ever again. My brain map can be mailed or emailed to me, that is what I asked for, but they refuse, so I'm asking for a refund. I reached out to both Receptionists several times (the one who misinformed me, and the one who didn't care). And sent an email to their Director, but have not heard back from him yet. I'm not sure if you can help. But I would appreciate your advice. Bad reviews on internet doesn't get my map, nor my money back that I wasted.

  Business Response

  Date: 05/20/2024

  Here is the Original email complaint from the customer on April 29, 2024

  Hi Rod,
  
  I have had horrible service from your American Fork location, and I'm hoping you can help me out with my dilemma. First of all, I should tell you, I worked in the same position as the ones I am complaining about. As the former business manager of [a company], and trainer for Receptionists.  I know how it feels to have policies you need to uphold and clients who have needs that conflict with them on rare occasions. So I understand where they are coming from. I respect policies, but I also have high regards for excellent customer service.
  
  I worked with [your employee] six years ago, he does amazing work as a Therapist and Biofeedback Specialist. I appreciate him. And I have felt bad when I missed appointments with him because of policy issues, and miscommunication with your staff.  Your front desk receptionist has been extremely disrespectful since the first day we met. I drove 90 miles to get there. In traffic I arrived at 20 minutes past the hour, but only needed 10 minutes for our follow up consultation. She didn't let me go in for ten minutes, because of your 15 past the hour cut off policy.  The next time I came, she wanted to charge me for that appt. that she canceled, and add an additional $170 to my bill for the appt. I don't have $170, but even if I did, I was told I wouldn't have to pay for the follow up visit, ethically that should not be enforced.
  
  My experience started off with [your employee] in South Jordan miss informing me about your pricing structure for brain mapping. All I wanted was a brain map and the complimentary follow up visit. I don't want treatments, just the map (it's for a personal experiment I am doing with my online community for a detox challenge we're doing).  I spoke to [your employee] personally over the phone about this. I planned to recommend Suncrest before my experience.  But I am looking for other offices who provide Biofeedback, and hope to get the one I paid for from you. I don't need to see any of your therapists, I don't want to pay for another appointment. I imagine my brain map can be mailed or emailed to me, and I'm sure it's needless to say, I would appreciate that.
  
  Here is my email response to the customer on May 7, 2024

  Customer,
  
  I'm getting back to you. I've done some research to see what I could find. 
  
  Aug 7, 2018 started NFB / Did several sessions
  In the year 2021 did 2 sessions and cancelled a third session
  In the year 2024 started NFB again
  Feb 9, had session
  Fed 23, cancelled session
  March 8, no show
  April 12, last cancellation
  April 26, late cancellation
  
  In your email you talked about traffic issues and miscommunication. I would like to talk personally by phone with you. Regarding reviewing a brain map it takes 45-60 minutes. We don't want to cut those sessions short because the therapist would be rushing through the session and it would not provide the information you need. Therefore, we do require rescheduling if someone is late. 
  
  In addition, when someone pays $395 for an initial brainmap, the follow up session to review the brainmap is free. In your case the free followup session happened in 2018. Since you are only paying $129 for the brain training sessions, another consultation on your current brain would be charged. I also want to discuss this with you to see how you understood it. 
  
  I can discuss this with you tomorrow between 8:00-9:00am or Thursday between 8:00-10:00am. Would either time work for you? Looking forward to talking with you. 

  Email response from customer on May 14, 2024

  I'm happy to talk to you about this. I'm guessing that false advertising is not your desired way of doing business, and hoping to straighten this out. I have no desire to do business with your company - I'm sure that's needless to say. I don't want to meet with any of your therapists for an additional $170.
  
  The last three appts on your list were from your Receptionist, by the way, not from me cancelling late or not showing. 
  
  Call me anytime.

  Another email from the customer on May 14, 2024, 45 minutes later.

  Please just send me the map that I paid for, or refund my money. The person who signed me up to do the map, told me that the follow up visit would be free. She knew that I had been seen before. That's false advertising. I have been treated very poorly by your organization, and I have no interest in doing business with you. But I have already paid you for a product that I have not received yet.
  
  Thank you!

  Text sent to customer on Wednesday May 15, at 10:01AM

  [Customer name], Rod J****** at Suncrest Counseling. Would you be able to chat this morning? I have some flexibility between now and noon. If not, what works for you?

  Customer: Yes. I have time right now. until 10:30AM

  Rod: I just tried to call and it went to voicemail.

  Rod, "I talked to customer and agreed to let her have a free Brain map review session. I followed up with the customer with this text.

  Rod, Okay, you are all set, May 31 at 11:00am. This is a brain map review with Ryan. No charge. Can I help with anything for else?

  Customer: No, thank you so much!

  Rod: My pleasure!!

   

  Customer Answer

  Date: 05/20/2024

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  Thank you! ***** ***********