Complaints

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a former pt of 100% chiropracter at ********************************************************. I come to find out I was making a minimum payment every month that does not satisfy the total amount being paid off in the 18 months that was told to me when I signed up. So check what you are paying for. They have lost me and my wife's medical disc's from my previous chiropracter and I'm being told that it is gone and I cannot replace the disc now. ************** never called my wife when I asked her, to talk about my wife's current medical situation that was hindering her from coming in. My wife would ask for light pressure and never receive it when she did come in. I feel like another car in an assembly line here at this place. Nothing is personal or tailored to you specifically. Your paying for the amenities you see unknowingly with surprise charges that I was never told about. Be aware if your considering to become a patient here. It's disappointing because I really liked everyone there and felt I was receiving honest care but not the case. Just another business that cares about money like everywhere else.

  Business response

  02/21/2023

  We appreciate the willingness to solve this situation. We always encourage our patients to let us know how we can improve our patients experience and appreciate every feedback. We know that we have had multiple phone calls and emails with the patient on the past months and weeks. We feel the situation keeps escalating when we have done everything on our hands to provide the patient with all the information and documents requested, including the refund for the services not received. We offer different plans depending on what the patient needs and would like to follow care-wise. It is always tailored to the specific patient. When the patient selects third party financing, Care Credit gives their terms. As signed by the patient and his wife in the agreement and multiple documents provided, if the patient keeps making a minimum payment to them, it will accrue interest after the 18 months interest free grace ****** (we have attached the agreement signed). The commitment is with the company that the patient applied for financing, not directly with us if that is the route that the patient selects. It is out of our hands, as we dont know how much the patient pays them on a monthly basis for the value of the care that they covered for him. It works like every credit card. We provided a document where we clearly displayed the payment that was necessary every month in order to avoid accruing interest. If the patient selects to pay the minimum, it is not a surprise charge. It is just the value for the services received and the interest accrued after the grace ******. We took the initiative to contact Care Credit to review your case and they also agreed that as a patient, our practice did all the necessary steps to inform you of the terms.
  
  The discs have been mailed to the patient. We recently move locations and we are actively looking in the boxes and files. Our system does not support discs, as it is digital. The patient established that he handed them to a front desk specialist not the doctors. It was securely stored and for that reason, it took time to search during the move. We have paid close attention to his wifes case and we have all the messages recorded in our system back and forth regarding our checks through time during her recovery and our conversations when the patient came for care. We asked about her during the patient's visits.
  
  Regarding the pressure during the care, we do know that the patient's expressed after every massage and adjustment how great she was feeling. We are very confused with this review but we understand the frustration with the third party, Care Credit. We are open to the feedback and will do our best to take it as an improvement opportunity and as a very recent frustration with the third party financing companys terms.Tell us why here...

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