ComplaintsforPeninsula Family Medical Center, LLP

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a scheduled appointment to try out the healthcare provider to see if they were a good fit for my family. They insisted they would need to sign me up for a membership, which I agreed to since it was a month to month membership and I could cancel anytime. I immediately decided they were not a good fit for us, three months later and they still will not cancel my membership and are still charging me! I have called and spoke with the billing person, I have provided written notice via emails, I am now sending a letter to their office trying to cancel this membership that I will never use. I don't understand why they would do this, we are all busy people, and if someone doesn't want the membership why work so hard to make it difficult for people to cancel? I mean this is absurdly difficult. The billing person sent me a docusign that was to re-establish membership (was suppose to cancel membership!) which was a very long legal document. I emailed her back asking what was the issue here? No response. Please help! I would be happy if they would just cancel my membership, and even happier to get refunded for every month after my first visit that they have charged me.

  Business response

  07/18/2024

  Dear ************,

  Our records indicate that you signed your membership agreement with us on 05/28/2024, which was the date of your first visit. You emailed our membership coordinator, Emmilee, on 05/31/2024 and expressed your desire to opt-out of the membership. She sent you a DocuSign to opt-out of the membership that day, and again on 07/07/2024 when the original link had expired. Your complaint states that you received a DocuSign to re-establish membership, but there were two signature lines on the membership agreement that you received - one to opt into the membership, and one to opt-out of the membership. The DocuSign you were sent indicated to sign the opt-out portion. We understood that this was confusing, so we created an entirely new opt-out form. Emmilee followed up when you reached out again on 07/17/2024 and sent you the new opt-out form which you signed on 07/18/2024.

  To date, you have been charged for two $50 monthly membership fees - one on 05/31/2024 and the other one on 07/07/2024 (after your card failed to run on 06/30/2024). As stated in Emmilee's email on 05/31/2024, your May payment is valid in accordance with your signed contract. We have already begun the process to refund the payment that ran on 07/07/2024. Please note - the $60 payment that you made on 05/28/2024 was for your co-pay for services received that day.

  I have attached a copy of your original signed contract stating cancellation terms, your email correspondence that you have had with Emmilee, your transaction payment history / receipts, the DocuSign log including the original opt-out form you were sent, and the updated opt-out form you signed on 07/18/2024. Please review these documents.

  I am sorry that you feel that our practice did not meet your needs and wish you the best in your healthcare journey.

  Respectfully,

  *************************
  Practice Manager

*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. ↩