ComplaintsforThe Joint Chiropractic

• Initial Complaint

  07/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 17th 2023 I walked into the joint chiropractic for an appointment made due to a special I found on ******** for new patients for 50$ I believe. Took forever to signup because problems with the program on tablets or internet, cant remember for sure. And the last bit for me to sign was actual papers and I just signed because the person signing me up just gave me the gist of what was supposedly stated and what I was signing for. I was given the option for a plan that gave me four more visits for 20$ each which I figured I needed because I knew once was not goin to be enough. Well a month later July 17th 80 more dollars were taken out of my account, so I called the office and asked for a refund, got switched to the manager over the phone and she said she would love to help me but I had to come in person. I came in 4 hrs later after my daughters hair appointment, they said for me to close my chart there the chiropractor had to see me me last time, so went back and got adjusted, now up to this point this was my first time back since my first initial visit, I told them from the get go I work 6 days a week 60 to 70 hours a week because Im a single father raising my daughter on my own, so after the adjustment I went back to the front, signed the paper to cancel my automatic payments that I knew nothing about before, but to make matters worst I find out that the appointments dont roll over, so my other 3 visits from my worst time paying over 100 dollars after taxes were now void and could not use them, then the girl at the front desk says I should of got the other plan which was pay as I go, which I would of definitely picked because I never knew when I was going to be able to make it in there, so basically there was lying and deceiving throughout this whole business transaction, and from what I read on on other reviews this isnt the first time. And also the manager that told me to come in told the associate to tell me that she was busy and would call me,never did

  Business response

  07/25/2023

  We do not own any clinics in the ****************. This is not our business. Please direct this to the owner of the ******* Joint Chiropractic clinics. Thank you!

  Business response

  08/17/2023

  We appreciate the opportunity to address your concerns regarding **************** experience at our clinic. We take feedback seriously and want to ensure that you have a clear understanding of our policies and commitment to delivering exceptional care.

  **************** visit on 06/17/2023 marked the beginning of his journey with us, and he opted for our Wellness Plan on that day. The Wellness Plan, priced at $79.00 per month, offers the convenience of 4 visits each month, and we were delighted he chose to embark on this path to wellness.

  As part of our sign-up process, we prioritize transparency and provide patients with a simplified, easy-to-understand description of the plan. This form (attached) outlines the recurring payment nature of the plan,the two-billing cycle commitment, and the non-rollover of visits. It's essential for us that patients fully comprehend the terms before proceeding.

  Our clinic staff takes time to meticulously review this form with each patient before any further steps are taken. We ensure that there's clarity about the cost, commitment, and benefits to ensure patients are comfortable moving forward. This document is not only added to the patient record but also the original copy is given to the patient for reference.

  The convenience of our clinic's seven-day operation, open from 10am to 7pm on weekdays and 10am to 4pm on weekends, is designed to accommodate even the busiest schedules. With an average visit duration of around 10 minutes, we aim to provide effective care that suits any lifestyle.
  The breakdown of **************** plan is as follows: $29.00 for his initial visit, $79.00 for ***** and $79.00 for July, totaling $187.00. This translates to a remarkable value of $19.75 per visit, had he utilized his appointments. Our clinic was eager to provide him with exceptional care throughout his journey.

  The Wellness Plan is designed as a membership that conveniently auto-renews on a monthly basis, ensuring uninterrupted access to our valuable services. To align with the highest standards of patient privacy and security, we strictly adhere to HIPAA guidelines.

  To cancel the Wellness Plan, we kindly request that the patient visit our clinic in person. This in-person visit is necessary to ensure the compliance with HIPAA regulations and the safeguarding of confidential information. Patients have the flexibility to complete the cancellation process at any of our 900 clinics across the nation.

  Alternatively, we offer the option to return the cancellation form via Certified Mail, with a signature required. This method further ensures the security of patient information while allowing the convenience of managing the process from a distance.

  We understand ************ frustration of not utilizing a service that he invested in. Just like a gym membership, the value is maximized when the service is used consistently. Our goal is to ensure that each patient experiences the benefits they've chosen.

  We want to assure you that our commitment to honest, upfront communication remains unwavering. We genuinely regret that ************ didn't avail himself of his planned visits but feel it is not the clinics responsibility he was unable to utilize his plan. We remain dedicated to providing excellent customer service and clarifying any doubts before commitments are made and hope this helps clarify ************ experience.

  
  

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