ComplaintsforOptions Medical Weight Loss

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for 3 months of the medical weight loss service. I lost my job in 2/2024 and requested that the program be suspended. They have been charging me monthly ever since. $399 a month has been taken from me for the last 6 months. Ive requested that my subscription be paused/cancelled but they failed to make that happen. Now I am in a very bad place financially because with my disability its extremely hard to find another job. These guys have ruined me.

  Customer response

  08/23/2024

  
  *************************** <*******************>
  Attachments
  2:47 AM (5 hours ago)
  to Better
  
  Attached hippa 
  
  *************************

  Business response

  08/23/2024

  Review of this patient's profile has revealed that they were charged monthly services which were not utilized. Unfortunately the proper cancellation request was not completed by the patient so our system did not trigger cancellation of the patient's membership which resulted in the additional billing. As such, we will be reaching out to the patient and informing them that 4 months of service billing will be returned to them. It is unfortunate that a BBB filing was made as this issue could have easily been rectified by picking up the phone and contacting our clinic to notify the clinic manager of this billing discrepancy. 

  Customer response

  09/26/2024

  they were supposed to send me $1600 dollars for money taken without authorization.  So far they sent me $399 just today.  I have been calling them to discuss this but they refuse to call me back.  

  Business response

  09/26/2024

  I reached out to the Clinic Manager and it was confirmed that only one of the four refunds were processed for Mr. ******** My Clinic Manager reached out and spoke with Mr. ******* and completed the remaining 3 refunds while he was on the phone. This issue should be resolved. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up to be a member of this company around the beginning of Feb' 24. I attempted to cancel my membership one week into being a patient with this business and was told I could not get my money back due to "corporate policy" regardless of whether services were rendered, simply because I signed up. This was a charge for 600 dollars (the initial sign-up charge) that they refused to return even though I only received two out of four weight loss shots. I contacted the business multiple times with attempts to cancel with no resolution. I then was told by another staff member to finish my services throughout the month, since they would not be refunding the money, and I would not be charged for the following month. I woke up this morning to a 400-dollar charge on my card and was told again that there was nothing they could do because of "corporate policy" even though I never received service for the upcoming month and it was made clear that service was to be discontinued. They then asked if I filled out the cancellation paperwork that was NEVER mentioned by the first company rep who told me my membership would be canceled. This company attempted to STEAL money from me for services not rendered. Per the company calling feature all calls are recorded, so there is a recording of a young woman verbalizing and confirming that my membership was to be canceled. This call happened around 3/12/2024. Oh, and after leaving two voicemails from the initial cancellation request the office manager never once called me directly to attempt to resolve this matter.

  Business response

  03/28/2024

  Repeated attempts were made to work with this patient. Our membership agreement, which was signed by this patient clearly states a 90 day minimum requirement for all new memberships as it takes some time for our patients to titrate up in the FDA recommended GLP-1 dosing schedule. That said, when this patient was charged for a second month after not using all of their injections from the first month, a refund was provided. We were eventually able to sit down and discuss the situation with this patient and promptly processed a refund that aligned with the outcome of the conversation. 

  As for patients who come to us attempting to transition from another GLP-1 program to ours... we are not able to match current dosing. Today there are many pop up shops that are selling GLP-1 medications with little or no medical supervision or weight loss expertise. Many of these medications are not FDA inspected and it is impossible for us to verify the dosing, purity or concentration of the doses that had been administered. As such, it is a safety issue for us to transition a patient to a high dose of GLP-1 when coming to us from another clinic or situation. 

  Customer response

  04/01/2024

  After issuing a refund for both months, this business turned around and charged my account another 400 (evidence added to my attachment) dollars on March 23rd that had to be remediated by my bank. This business stole money out of my acct and I had to close my debit card and get a new one to prevent further fraud charged by this business. I only heard from the direct manager once so any claims of repeated attempts to reach out are false. This business has a history of stealing money if you look through their Google reviews. I want no further contact with this scam business. 

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

  Customer response

  04/05/2024

  Hello, 

  Yes the bank found me not responsible for the charge and refunded the money. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I decided to cancel the membership within my 3 day cancellation period. I went to the place on 5/16 and cancelled the next day 5/17. I was informed via email that I would receive a full refund. I only received 480.00 and am still due 567.00. I reached back out to the company and now their telling me that 567 is for a 3 month membership . I do have emails to prove what they told me.

  Business response

  06/29/2023

  I followed up with our team - this patient did not receive a full refund initially because she had stated intention to transition to a different program. When we were informed that she did not want to transition to another program she was refunded the remaining amount. 

  At this point the patient has received a full refund. 

  Thanks,
  **** ****

  Options Medical Weight Loss, SVP Business Development

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 6, 2022 I paid $400 for 16 Lipo Injections and after the 1st one I started itching, turning red and hard to breath. I called and told them this and they said ok you are probably allergic to the injection. (NOTE: The injection was the only thing different in my life at the time). I continued with the medical aspect of the program and paid my monthly payments for medicine etc all along asking about the credit (I did not and do not want a refund) regarding the Lipo Injections. I stopped the program because it became too expensive, and no one would answer my questions regarding the unused Lipo Injections. Fast forward to January 2023. I spoke with ****** ******* on 1/5/2023 only to be told per the corporate office I have to have a Dr.'s note advising I'm allergic to the Lipo Injections. I feel this is unacceptable. Per the paperwork I signed there is nothing the advises allergic reactions. All I'm asking for is a credit for services. I feel should not have to pay another Dr. to tell you I was allergic when they told me not to use them anymore. I've attached my original invoice. Also I was told because I received a package they do not know how much of a credit I would receive. Please note I received everything on the invoice except the injections so I'm not understanding why the credit amount is in question.

  Business response

  01/13/2023

  Our programs are non-refundable and we inform all patients of this during their consultation. However, if a patient is medically unable to complete their program we will provide a refund at any point. All that we ask is that the patient provide a note or correspondence from their physician letting us know of the issue so it can be documented in our EMR system. This patient refused to provide the documentation from her physician. Regardless, we deducted the one injection that she was administered in the clinic from her account and on 1/11/2023 refunded the full value of the remaining injections to resolve this issue. 

  Respectfully,

  **** ****

  Options Medical Weight Loss

  Sr VP of Business Development

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Options Medical Weightloss Clinic on 12/13/22 for a free consultation. I was charged $168.00 on 12/13/22 for their diet pills program. I have tried calling them several times and have left several voicemails since 12/15/22 asking for a full refund. The sales representative told me that before I have the appointment with the medical provider that I could cancel at any time and get a full refund. They have refused to refund my money.

  Business response

  12/26/2022

  Hello BBB - this patient came into our clinic in early December and signed up for medication, bloodwork and a lipotropic injection. The lipotropic injection as well as the bloodwork were completed services - which means that the patient had the services performed and is not eligible to have these service costs refunded. Her medical exam was scheduled for 12/27. I have cancelled that appointment and will make sure the cost of the medical exam is refunded to the patient. This patient is eligible for an $89 refund which will be processed. This all could have been handled had the patient not been rude on the phone with our clinic staff. Please see below note on the patient's profile regarding her call. 

  Pt called stating she was advised by her medical provider to not go forward with this program because she has high cholesterol and is a diabetic and anemic. she stated she has been calling for a week. Advised pt to fw the the letter from her Dr. stating why she is not wanting her to do this program. Also informed pt I would fwd this to the programs manager, I attempted to explain the refund process but pt cut me off and demanded a manager...advised her we do not have a in house manager today pt st they were calling the BBB to get her refund today and she hung up on me. - AS

  Thank you!

   

  Customer response

  12/27/2022

   I was told by the Sales Representative that even after I had the blood work that I could cancel at any time and get a full refund.  I paid the $25.00 cash for the injection on 12/13/22 which was completely separate from the $168.00 that was charged to my care credit account on 12/13/22.  I was told that the $168.00 included only the bloodwork, the video chat with the medical assistant in order for the diet pills prescription to be called in to my pharmacy.  I called the office numerous times since 12/15/22 and left several messages to request cancellation and a full refund.  They didn’t return my phone calls.  When someone finally answered the phone she said that I would have to speak with my Sales Representative. I told her that I had been trying to reach him since 12/15/22.  I told her I had called several times and left several messages.  She said they had too many messages and hadn’t gotten to all of them.  I asked to speak with a manger she said they didn’t have one.  I asked if my Sales representative was in the office and she said that he will not refund my money, and that it will be very hard for me to try to get a refund.  She said I would have to get a letter from my doctor.  I told her the Sales representative told me that even after I had gotten the blood work done I could still get a full refund.  She was very combative and offered no customer service at all.  I told her that I will file a better business bureau complaint because she offered no resolution.

  
  

  This company lied to me and had given me the very worst customer service & experience that I have ever had with a place of business.  I am extremely dissatisfied with their very poor level of customer service and integrity as a company.
  
  Regards,
  
  ****** ** ******

  Business response

  02/13/2023

  Upon further review of this patient's account it was identified that the patient did not complete bloodwork as was previously reported and the remaining $79 from her original purchase was refunded on 2/3/2023. Please see attached receipt. 

  Thanks,
  Nate

  Customer response

  02/15/2023

  I am really upset with how the company handled this situation.  I was treated very badly by this company.  The customer service that I received was the worst that I have ever experienced from a place of business.  The company made it extremely difficult to get my $168.00 refunded to me.  This was a very horrific process.  I really feel that I was wronged by this company.  It was not my fault that my primary care doctor said I couldn’t take this weight loss medication.
  
  Regards,
  
  ****** ** ******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was interested in using this facility to help me in my weight loss journey. I had a free consultation with a lady named *******, I believe. I was told during this consultation that I would be prescribed a certain medication, which I've used sucessfully in the past. I was also led to believe that the cost of this medication was also included in the ridiculously priced package I had just signed up for. It was also supposed to cover some injections and appointments with their doctor. So after paying over $600 I left feeling confident that I was on my way to loosing this last bit of weight I was struggling with. I realized I forgot to ask them to send the medication to a different address than what was on my ID so I called them to let them know. Thats when the front desk lady told me I would get my medication mailed to me AFTER I spoke with the doctor and that it depended on what she felt I needed. So I told them that was not what I was told and the only reason I signed up to begin with. So she said she would have someone contact me. I waited a few days with no answer so at that point I called back and told them I would not go to any of the appointments I had scheduled and I would just like a refund for my package since the only thing I did was the free consultation. It took a couple weeks and lots of unanswered calls for someone to finally call me back. They said they would issue a refund to my card and it would take a few days. Couple weeks later, no refund! So I kept calling and I believe they just ignored my calls because they always answered when I called from a different number. I finally got in touch with a lady who emailed all her managers and a guy named Shawn called me.He said he would find ot what was going on and promised a refund. Couple days later I got a partial refund! I called back and left a message that I wanted a full refund since I never used their services. During this time I was also charged for a doctor visit I didnt attend. So Im still waiting

  Business response

  11/23/2022

  Hello BBB,

  This patient did receive a complete refund of their program - please see the attached receipt. 

  This patient's original package cost $646 and the patient ended up receiving a full refund. 

  Secondly - it is standard medical practice that patients do not tell the doctor what they want prescribed. This patient was seeking a particular medication and would have likely received it, but we cannot tell a patient that is what the doctor will prescribe as there are many reasons why a person may not be prescribed a particular medication. 

  Please let me know if anything else is needed. 

  Thanks
  **** ****

  Options Medical Weight Loss

  Sr. VP of Operations

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to highly conflicting schedules and work schedules and ill widowed parent the program is not fitting my needs. I have discussed this with management on several occasions and I solely request a refund for all unused sessions and biometrics etc.. I must work when employer states and my time with ill parent is priority. I am requesting a financial refund money I cannot afford to lose at this time.

  Business response

  07/21/2022

  At Options Medical Weight Loss we treat people like people and we understand that in todays world things come up that are out of our control. It happens to our employees, it happens to our patients and it happens to our families. I have yet to encounter an issue such as this that was not satisfactorily resolved through conversation and engagement. I am happy to look into this situation to better understand the issues this patient is experiencing and work to find a resolution that is amicable for both parties. 

  Engagement is the key to situations like this and it is our policy to reach out to discuss and understand a patient's situation for any cancellation request. Often we do not get a response when we reach out which does not help us understand the issue or help us solve the problem. 

  Please have this patient reach out to me directly to discuss a resolution. 

  Respectfully,

  **** ****

  Options Medical Weight Loss

  ** ** ** ******** ***********

  **********************************

*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. ↩