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:03/27/2025

  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.

  Aloha and Good Morning-Day,I live in ******, so there is a time difference, so I'm covering the greetings of the day.On 02 FEB 2025, I did a contact us to this business through their on-line website and provided site email. I have this email, DOC #1.The remaining attachments will present the interaction with this business.Given, that I requested to cancel last month, I received an email from ************* 8) that has a negative tone, unwillingness to listen to my requests of lacking of trust...she states, "Dr. ****** would otherwise recommend moving forward and doing the scheduled testing.". I live in ******, not **. I did not receive a kit. I have not received any contact since that email dated 21 FEB. That was nearly five weeks ago.I am COMPLETELY dissatisfied with the level of professionalism and care with this business.I'm reporting this and I've requested to have a full refund.I hope that you can assist and resolve this issue with a full refund as the solution.Thank you very much! ******* ***** Therefore, there has been no testing to analyze, review, etc.

  Business Response

  Date: 04/02/2025

  We have received the package we sent with the testing kits back to our office with a return to sender by **** stating unclaimed by recipient.

  We talked to the patient and stated we would give her a full refund for the testing kits with a refund being processed on 4/15/2025.

   

  As a business we have ultimately decided to process the refund due to her, calling multiple times to talk to multiple different employees to try to get different answers, being rude to our employees, and stating she never received the kits, even though we provided the tracking number and **** stated that she unclaimed the package and returned to sender.

  We are still giving a refund though she signed two different paperworks stating all sales are final on testing kits and that there is no refunds on purchases of testing kits, supplements, or consultation plans. We explained multiple times since agreeing to the refund, we only process refunds once a month on the 15th of each month. 

  We do have phone recordings of her calls if needed.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here

  Aloha *** ********,

  
  

  I want to say Thank You for your time in this matter! I hope this email finds you well. 

  
  

  I received the response letter, dated 02 April 25.

  
  

  Here is the version, I received from the business. I'm sure you've seen all kinds if things. As in most cases, there are two sides to every story. I found a few items in this business's response quite disturbing though.

  
  

  I've only talked with one employee, her name is ****** and that was one call. I talked with Dr. ****** for the initial consultation. Those conversations went well as they happened within those first few days, then the distrust began. The rest of the communication has been via email, which you are in receipt of those emails. So, that statement is not true.

  
  

  Being rude to our employees, absolutely false information. I was not rude. I clearly stated things in my emails to address the issues like the unauthorized charges and their "tone" in a few email responses as them trying to "force the situation and the added fee of $75 to have a phone call.". Email included below.

  
  

  I received an email, not a phone call, again their statement is false. That email is included below. My concern is the wording, "full refund for the testing kits to be processed on 4/15/2025". The testing kits is less than $20.00. Please refer to invoice, I included as the initial submisdion to the BBB. This wording seems to only address that small fee, I would not consider this as the requested full refund of $757.

  
  

  Lastly, their last comment "we do have phone recordings of her calls if needed.". I'm concerned by that, because it is misleading and indicates they felt it necessary to state this. Nor was it stated the phone was being recorded. Which with one-party consent recording laws, that has to be stated. Again, it's only one phone call and It was ****** and I trying to resolve that initial issue of them charging my credit card without my consent. That call resulted in the business refunded/crediting that $20 initial consultation fee. 

  
  

  So, if I'm reading that correctly I could potentially request those recordings as evidence if this situation has to be given further attention. Which would only occur, if they do not process the "full requested refund amount of $757".

  
  

  I appreciate your time and assistance. 

  
  

  Most Sincerely, ******* Cooke 

  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/14/2025

  The patient has requested a charge back on her credit card for the testing kit prices of $737.75. We have talked to our credit card processing company as we had the refund planned for April 15th, which our office accountant processes refunds monthly on the 15th of every month. But since she submitted a dispute, we were told they would approve the dispute and have it refunded to her card that way versus us manually refunding the card.

  We have gone about refunding as the patient requested, but through the dispute now versus our credit card processing so we will not be able to provide a reference number, instead she will have to follow up with her credit card company on when she can expect the refund as it is now out of our control.