ComplaintsforTotal Nutrition and Therapeutics P.A

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked ******************** to refer me to a Registered Dietician for a weight loss plateau last Spring; she referred to Total Nutrition and Therapeutics which turned out to be a high end weight loss center. I spoke with TNT on August 15th for about 15 minutes at which time they asked me to send them $500. I paid on good faith thinking it was for their entire program, after all, my Dr. referred them. I never received a receipt or invoice for that $500 or sighed any contract. On August 30th, I went to get weighed which took about **** minutes, ******************* utilized the same weigh machine for $45. On September 30th, I attended what turned out to be an hour and a half sales presentation where I learned the 6 month program is an additional $5,500 plus another $400 for blood work; for an amount of at least $6,400. I'm on a fixed income and cannot afford this. Had I known upfront what the costs would be, I would never have wasted my time. This documentation states NO REFUNDS which I wasn't notified when I sent the $500. I went through my credit card to get a refund to no avail. I'm working with Seniors Vs Crimes and they suggested I reach out to you. I wrote a letter to the ***************************** I can't seem to attach any word documents I sent out.

  Customer response

  12/13/2022

  ***Document Attached***
  Photos of the contract I received at the $500 sales presentation my husband and I attended on September 13th. We didn't sign anything. No mention of the $500 having been paid, or what it included. This contract also doesn't include the $400 blood work the facility would require. The last page is a list of add-ons the facility may require and there's no prices attached to the add-ons. $6,400 to start weight loss program. Facility was not able to provide data of success of their program. I met two women who actually paid this money, neither one of them lost weight. One had to quit because they wanted to sell her the add-ons, and the other woman said if anything, she found out she was gluten intolerant. Had her physician done the proper blood work it would have been found out since gluten is an autoimmune disorder.
  See Attachment/File: nutrition1

  Customer response

  12/13/2022

  ***Document Attached***
  I forwarded a hard copy of the bank statement charge.
  See Attachment/File: better business bureau

  Customer response

  12/14/2022

  *** told my bank that I never discuss with them that I couldn't afford their services. I did call and tell them just that; I asked if they had stats on their success rate, they said no. Prior to meeting with TNT, it was all I could do to hold onto my motivation. I was on the ****** diet, the Military Diet, diets where I was gaging down expensive **********. I was going to the gym every day working with trainers. The weight just wasn't coming off any longer. When we met at the $500 sales presentation, my husband and I were absolutely shocked at the price; we were dumbfounded. When we came home, my husband looked at the contract we didn't sign and pointed out all the add-ons TNT may require, and the prices weren't even listed on the contract. All that hope and anticipation of getting help went right down the toilet along with the trust I had for ********************.

  Business response

  12/22/2022

  BBB Case No. ********
  Complainant: *******************************
  Company: Total Nutrition and Therapeutics, ****
  
  This serves to respond to the complaint submitted by Complainant ("****") against Total Nutrition and Therapeutics, P.A. ("***"). *** is a medical practice specializing in nutritional and integrative medicine. The owner of the company, *********************, MS *****C, holds a Master's Degree in Nursing and a Master's Degree in Nutritional Medicine. She is also Board Certified in Anti-Aging and Restorative Medicine. *** has been in business in the Lake **************** for more than fifteen (15) years and is well-recognized as a medical practice that is able to treat patients who are experiencing symptoms that traditional medicine has not been able to resolve. *** employs several RN's, a clinical nutritionist, health coaches and a licensed mental health counselor. ***'s treatment plans incorporate the entire team of professionals to help our clients reach their optimal state of health. The integrative nature of ***'s practice requires that we create and ****** great communication with prospective clients to ensure that they are a good fit for this type of specialized practice.
  
  Nutritional and integrative medicine is not covered by insurance. As such, our clients pay cash for the treatment plans they select. Our prices are commensurate with the value our clients receive based on the level of educational expertise and high degree of experience held by each professional on the *** team. *** has a multi-step "lead-flow" process (the process that occurs from the time a prospective client reaches out to the time they commit to a treatment plan). The process is intended to ensure that prospective clients are fully aware of what services are offered by ***, what each treatment plan entails, and the costs associated with said plan BEFORE they commit to treatment or pay any money to ***.
  
  The following is a summary of ****'s lead-flow process:
  
  7/12/22: **** contacted *** to inquire about our medical services.
  
  7/13/22: *** contacted **** by email to advise that *** was not currently accepting new clients as we were on pause to ensure that our team has the bandwidth to provide the personalized care that we promise and deliver.
  
  8/11/22: *** opened for new clients. *** contacted **** and offered her a 15-minute complimentary consult. The complimentary consult is the first opportunity for *** and the prospect to determine whether *** can assist the prospect with their desired outcome; to inform the prospect about ***'s services; to set expectations; and to discuss the expected cost of the services to be provided. **** agreed to the complimentary consultation which was scheduled for 8/16/22. **** was directed to ***'s website to review the information on the site so that she would be prepared for the call. Additionally, *** sent **** an e-mail confirmation for the appointment which included links to additional information for her to review PRIOR to the appointment so that it would be a valuable visit.
  
  8/16/22: The Complimentary Consult was completed. **************** spent 25 minutes on the call with **** (and her husband who was also on the call) gathering information about the issue(s) that brought **** to ***, ****'s goals, and determining whether **** would be a good candidate for the type of coaching and support offered by ***. **************** also discussed that insurance does not cover ***'s services so clients must pay cash for the services provided.
  
  Ultimately, a "metabolic evaluation" was recommended as a starting point. The evaluation consists of: 1) a Body Composition Diagnostic Test; 2) a comprehensive analysis of a patient's medical history; and 3) a 1.5 hour consultation with ****************. **** was informed that the cost of the metabolic evaluation was $500.00. It was also explained that she had no obligation to continue beyond the Metabolic Evaluation since the evaluation, on its own, would provide a concrete overview of issues to be addressed and recommendations on how to move forward.
  
  **** decided to proceed with the Metabolic Evaluation. Accordingly, the dates for the Metabolic Evaluation were scheduled and **** paid the $500.00 for the cost of the evaluation.
  
  9/13/22: ****'s Metabolic Evaluation was completed. **************** spent 1 3/4 hours in consultation with **** (and her husband) and presented a recommended treatment plan. *** offers many program options and different "next steps" for each client based on their unique needs and the amount of care that will be necessary for them. Thus, ****'s plan and recommendations were specific to her. After her meeting with **************** concluded, **** met with ******, an RN and ***'s *********** Coordinator, to discuss ****'s additional questions about the recommendations. **** asked for the opportunity to think about it before making any decisions on whether she would proceed with ***.
  
  9/14/22: **** returned to *** and again met with **********************, to review the recommendations. **** set up another phone appointment to discuss the recommendations but cancelled the appointment stating that she was unable to financially afford the recommended program. We did not hear from **** again regarding this matter.
  
  10/6/22: **** disputed the $500.00 charge for the evaluation with her credit card company. *** completed the credit card dispute process, and, on 10/31/2022, the credit card company found in favor of ***. On 11/4/2022, **** appealed the finding with the credit card company. The credit card company then offered the parties an opportunity to attend arbitration to resolve the matter. *** agreed to participate in arbitration, but **** refused to participate in the dispute resolution process offered by the company. After refusing to participate in arbitration to resolve the issue, **** filed a complaint with the ******************** and the instant complaint with the BBB.
  
  *** recognizes that it is a cash pay medical practice. As a result, *** takes every step possible to pre-educate prospective clients before they commit and invest. As evidenced by the foregoing, *** has a very transparent intake process. **** was made aware, by way of emails, handouts, and conversations that when paying for the metabolic EVALUATION she was paying for an EVALUATION, a professional assessment of her current health status and the recommendations of medical professionals on how to address her health concerns. **** was provided the exact service she committed to and paid for. *** is entitled to the payment it collected from ****, both for the diagnostic test and for the advice that was provided. This evaluation utilized the time, energy, and resources of *** and represents years of education and expertise. Finally, even if **** was unable to move on to a program, the evaluation and consultation provided her with valuable health advice and insight to her challenges.
  
  *** wishes **** the best. However, her repeated filing of complaints and accusations that ***'s services were not as described are completely unfounded. Based on the foregoing summary of what occurred, this case should be closed in favor of ***. If any supporting documentation is requested, *** will provide same upon receipt of a signed HIPPA release from ****.
  
  
  

  Customer response

  12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I asked my physician, *************************************, for a referral to a Registered Dietician, plain and simple. She referred me to TNT which is what I thought they were. I had absolutely no clue they were a high end, ******* Hills version, of a weight loss clinic. Since I trusted my Doctors judgement and never having delt with a Registered Dietician before, I didn't know to ask. TNT never identified themselves as a high end weight loss clinic from the initial point of contact, nor did they provide me with the total cost of their program at the initial point of contact. Had I known what their costs were from the beginning, I wouldn't have wasted anyone's time or my money. I thought the $500 was for the entire program and I thought that was steep, but figured since my Doctor referred them, they must be good. My husband and I were absolutely shocked at the additional cost. Approximately another $5,500 plus another $400 of blood work they require just to start. This doesn't include any additional add-ons they may require; those additional add-ons don't even have prices associated with them. I certainly wasn't aware of their no refund policy when I paid the $500 upfront as I hadn't even walked in the door yet. Why doesn't anyone see the deception in this? So $500 to walk in door, another $5,500 for program, and $400 initial blood work, your talking $6,400 to start, not counting the add-ons which don't have pricing attached. And the $500 initially paid isn't even listed on the price list TNT provided me. Should we be including the Physician on this too? It all started with her referral. Don't know if she's getting kickbacks from this place. I since got a new Physician. I need someone I can trust.

  Customer response

  12/24/2022

  Remember, we never received an invoice or receipt for what that $500 was for. It wasn't until I filed a complaint when I learn what that charge was for. After the September 13th meeting when my husband and I learned what the program actually costs (and additional $5,500 + $400 for blood work), we were in shock. We didn't say anything on the way home or for the rest of the day. The next morning, my husband was looking at the contract that we didn't sign and he said the charges listed didn't go into great detail as to what they covered and secondly, he pointed out the additional add-ons they may try to sell me and there weren't pricing listed on those add-ons, so we wouldn't know how much more we would spend. He also wanted to know what the success rate was. When we asked TNT what their success rate was, they didn't know. I guess that honesty is better than making up numbers to sell their products.

  Customer response

  12/29/2022

  I made a complaint with Seniors vs Crimes and they called yesterday to inform me that I would not be getting the $500 back from TNT. TNT claims they informed me what that $500 was for. I asked if I should take them to small claims court, and he advised not to, not for $500; in fact, he said these people are brutal and will fight you tooth and nail. TNT claims to be doing very well. I said of course they are, they charge $500 just to walk in the door, then surprise the client with what their actual program costs knowing most people can't afford it and I asked the gentleman if he would pay $6400 to lose weight and he said no; um everyone I talked to gave the same answer. I said I got a new Doctor and he asked if I told the old one why I left so they won't refer anyone else to this place; I sent the previous Doctor a letter. He said the only thing I can do now is hit them in the pocketbook and let everyone know my experience. I informed you, Seniors vs Crimes, my old and new Doctors, everyone at the gym; matter of fact, anyone I've run into. I took a class, Choose to lose, that was facilitated by a Registered Dietician and we were discussing what weight loss programs we used and I mentioned TNT; she inadvertently grunted and I asked what she knew about the place and all she could say was they weren't allowed to discuss other weight loss facilities.

  Business response

  01/11/2023

  BBB Case No. ********
  Complainant: *******************************
  Company: Total Nutrition and Therapeutics, ****
  
  This serves to reply to the Consumer's rebuttal, filed on January 3, 2023, to TNT's response, filed on December 22, 2022, to the Consumer's original complaint against Total Nutrition and Therapeutics, P.A. ("TNT").
  
  TNT has been in business in the Lake **************** for more than fifteen (15) years and has earned a good reputation in the community. While TNT has made every effort to resolve this matter with the Consumer, the Consumer continues to perpetuate her claim against TNT with facts that are inaccurate or untrue, as evidenced by the following:
  
  1.TNT did not receive a physician referral for treatment of the Consumer. TNT's contact with the Consumer was initiated by the Consumer herself when she called TNT's ******* The Consumer advised that she received a recommendation to TNT from her doctor's ******* A recommendation is not the equivalent a referral from a physician.
  
  2.The Consumer continues to stress the timing of the payment she made to TNT. However, the Consumer fails to acknowledge the services she received from TNT in exchange for her payment. In particular, TNT performed a metabolic evaluation consisting of: 1) a Body Composition Diagnostic Test; 2) a comprehensive analysis of her medical history; and 3) a 1.5 hour consultation with ****************, a medical professional who holds dual Masters Degrees (in Nursing and Nutritional Medicine) and who is Board Certified in Anti-Aging and Restorative Medicine.
  
  3.TNT is not a "Registered Dietician" nor is it a "********************" weight loss clinic. TNT is a medical clinic that focuses on the root cause of weight disturbances, and other chronic disease states, in an individual. TNT's team of professionals then tailors a treatment program for the individual based upon their specific and individualized needs. Moreover, all of TNT's communication with our customers is transparent, including but not limited to, telephone consultations during our lead flow process, e-mail correspondence, and our website.
  
  TNT respects the fact that an individualized long-term treatment plan *** have been out of the Consumer's price range. However, in exchange for the $500.00 paid to TNT by the Consumer, TNT spent an extensive amount of time with the Consumer and performed services on behalf of the Consumer which were tailored to the Consumer's individual circumstances. Based on TNT's initial response to the Consumer's Complaint filed on 12/22/22 and the foregoing rebuttal to the Consumer's reply, it is evident that the Consumer's complaint has no factual support and is without merit. The Consumer continues to challenge TNT's integrity in an effort to force TNT to refund the $500.00 to Consumer after the Consumer accepted and benefitted from the services provided to her by TNT. Accordingly, TNT will not be issuing a refund to the Consumer.
  
  

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept it, but guess I'm screwed out of $500. I have however, made a complaint through the Better Business Bureau against the Doctor for placing me in this position to begin with. I simply asked for a referral to a Registered Dietician in which I thought TNT was until it was too late. I hope to deter the Physician from doing this to someone else. Maybe the ****************** can reimburse me for the $500. I have fired the Doctor and am under the care of another Physician. I have decided to discontinue with trying to lose the rest of my weight. Dieting is stressful, time consuming, and expensive. I hope going forward, that TNT identifies themselves as a high end weight loss clinic from the get go to any prospective clients.

  Business response

  01/13/2023

  BBB Case No. ********
  Complainant:*******************************
  Company:Total Nutrition and Therapeutics, ****
  
  This serves as a final response to the Consumers rebuttal, filed on January 12, 2023, to TNTs reply, filed on January 11, 2023,to the Consumers original complaint against Total Nutrition and Therapeutics,P.A. (TNT).  
  
  TNT spent a considerable amount of time with the Consumer and provided the Consumer with a valuable assessment to assist her in moving forward with her health goals.  At all times throughout the process, TNT was upfront and transparent in its communications with the Consumer.  TNT understands that not all people will be able to participate in the individualized medical treatment plans offered by TNT due to financial constraints. However, the Consumers inability to move forward with a long-term treatment plan with TNT does not make the metabolic assessment that she paid for any less valuable.  The information contained in the metabolic assessment is an effective tool that the Consumer can continue to utilize throughout her health journey.
  
  TNT wishes the Consumer the best of luck in her journey with a Registered Dietician and hopes the Consumer reaches her health goals. 
  

*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. ↩