ComplaintsforWashington Spine Disc & Joint Center

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON Facebook Washington spine disc(what they also go by)-posted a special for new patients a adjustment for your back/body and a massage. My wife booked the appointment for both, and they even said they had room to fit her in that day, but upon arrival the girl at the desk stated that they couldn't fit me in for the massage and would have to book out another day. Following that appointment that they had to reschedule due to not fulfilling my appointment that day, my scheduled changed, and then i contracted covid days later. Immediately my wife called and talked with the girl at the front desk that runs the office and confirmed the massage would be canceled, and we would be canceling any other appointments, We advised her we would just call. Months later we receive a bill for 200.00 threatening to turn us into a collection agency. We never received a call from them or any other mail about this matter till now or we would have absolutely tried to resolve it in a professional manner. When immediately reached out to the office and the girl at the desk, stated we missed two appointments.my wife stated all of this to her and even stating we never knew they even were considering collections as this was the first bill we have ever received from them. No reply.my wife asked her if she remember the voice mail that was left canceling the appointment as well as the follow up call, and she just said no.We have records at home. My wife advised her there would be phone records of this call if we took this to court as that will be our next step and advised her that they actually were the ones who actually did not fulfill the appointment that day as what WE PAID for, due to me not receiving a massage, so my wife advised her actually they made out, because we paid them the full price for that office visit. As per the conversation seemed to offer us no resolution, and we completely feel as though this company is trying to take advantage of us,and others possibly,

  Business response

  09/21/2022

  We are sorry you feel this way. I am the owner of the business and I know for a fact that our front desk was not rude to you but was extremely nice as I was standing there listening to the phone call, even stating "it's not personal, you didn't pay your bill and you have to now speak to collections". I hope you do understand that this is not personal! When a patient doesn’t pay their bills in a timely manner, we send them to collections. You had multiple letters and voicemails about your bill to which you either refused to pay or neglected them as a result and we send people who haven’t paid their bills in over 2 months to collections, like all doctors' offices. Again, it’s nothing personal, you failed to contact us and pay your bill and as a result, you were sent to collections. Secondly, no one at our office was offended that your husband didn't come back. In fact, we were trying to have you pay your bill. We hope your husband found the care he needed but we don’t get offended when someone doesn’t follow through with our recommendations. As a result of collections, you can now contact the collections company and pay your bill in a timely fashion. Thank you

  Customer response

  09/22/2022

  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.
  
  

  Attached are two photos one from the US Postal Service and the other from our Verizon bill. as I myself was in business for over 30 years I understand how frustrating it can be at times but what I do know is I would never charge a client for a service that they did not receive. In fact I did not ask for a refund for the massage I did not receive that day. I seen the response Failed to mention that they are the ones Who initially canceled my massage and rescheduled me. Also I would like to add that this is not personal,but just as your front desk helped talked to my wife , you have talked the same way thru a response which is very unprofessional.Yes we are a little upset but more than anything confused on what happened here because we didn’t have any future appointments with your business . I called the business as soon as we received the one letter that the business sent to us as we always pay our bills in a timely manner,but I feel it’s un fair for this business owner to assume anything.We feel after the two calls made in September of 2022 and after receiving one letter and no calls , no warning . Only a threatening letter of credit reporting that we needed to contact a attorney right away. Before we went that route we decided we would try to settle this matter with the BBB seeing that this business conduct we feel is out of line. We can provide informed delivery which is tracked by the United States Postal Service , it shows every piece of mail delivered to my address. As my wife is employed with the **** we are set up with this option they provide. we also can provide phone records showing calls made canceling the appointment,although we understand that only shows a call made it also can provide incoming calls as well as the owner stated they have called many times . I would ask the owner to please make sure of all of these things are clear and correct as again we  have been in business a long time as well. And we paid him for his chiropractor service the day of the appointment.I would advise him to double check his files to make sure all these letters went out as he says .Also my husband never signed for any future appointments with this company besides the one they initially had to reschedule him due to not having the time to complete his whole appointment that day. We canceled this appointment,even though they are claiming we didn’t ,phone records will show a call was made to the business.
  
  Regards,
  ****** ******

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