Complaints

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ was super responsive in my initial consultation. I bought a package for decompression to address lower back pain. After 4-6 regular visits following his recommended routine appointments, supplements and exercises at home, I wasn't feeling relief and he took a few minutes to show me some alternate exercises to try at home and was very friendly. A week later, I woke up and could not stand upright because of back pain. I called his office and asked him to please call me back to problem solve what I could do to get some relief from the pain. It was worse than ever. He didn't call. The pain worsened. I called and left messages with his admin (*****) every single day asking for help to figure out what I could do to alleviate the pain. I never heard from him. My PCP asked me to stop the decompression appointments while we figured out a cause of the pain. I called ************ to talk through that, to ask for his input since he had been treating me. Again, I spoke to ***** and she said she would ask him to call me. He never did. After four weeks of calling nearly every day and leaving messages for ************, I asked if I could have a refund for the treatments I had left in the package since it was ineffective. ***** said I would have to speak to his wife who would call me. That never happened. I called every day for another two weeks. ***** was always polite and gracious. When I told her I was going to file a complaint with the BBB, she left a voicemail saying ************ called me and got a Google assistant and couldn't leave a message. I called again and explained that I was moving in a week and wanted to resolve the issue of a refund or talk about an alternative plan before moving but I never heard back from ************. The attention to detail I got when he was making his sales pitch was gone and once he was paid, even though I was still in pain, he was not interested in making good on his promise to help alleviate and possible eliminate my back pain.

  Business response

  02/13/2023

  We are sorry to hear about this experience.  We pride ourselves in customer service with 5 start ratings and this is our first BBB complaint in over 20 years of business and helping thousands of patients achieve pain free lives.   We did check our call logs and were not able to see that the patient was calling near daily as we are focused on making sure phone messages are returned promptly.  We are sorry if we did not receive the calls.  We do see that ************ had personally reached out a couple times but was greeted by a ****** call service.  ************ communicated to the front that if the patient were to call in again to see if we could get her scheduled for an in person consultation so he could better assess the situation in order to find *******************.  The patient was busy with her schedule at the time and was unable to get back into the clinic.  ************ had also added complimentary sessions to her account to help reach results, since a majority of the sessions were already used, to help get ahead of the condition.  Again we are sorry for any experience that is not exceptional.  We are happy to honor the complimentary session that are added to the account to help the patient achieve a pain free outcome.   - Reset health clinic

  Customer response

  02/13/2023

   
  Complaint: 18903158
  
  I am rejecting this response because it is untrue that I did not call near daily. My phone saves a call log, and I almost always spoke to ***** and left a voice recorded message when no one picked up the phone. When given the option of an in-person appointment, I requested we have a call instead to best accommodate my schedule and did not receive a call. ***** was able to leave voicemail messages on more than one occasion letting me know that she had relayed my message to **** so it baffles me that my voicemail system would allow her to leave a message but not him. 

  I have attached screenshots of the call log of calls to Reset beginning in November, through December. You will see the one call I missed from *********** 

  Sincerely,
  
  **************************************************

  Customer response

  02/16/2023

  I'm confused. What am I clarifying?

  Customer response

  02/21/2023

  Complaint: 18903158
  
  I am rejecting this response because it is untrue that I did not call near daily. My phone saves a call log, and I almost always spoke to ***** and left a voice recorded message when no one picked up the phone. When given the option of an in-person appointment, I requested we have a call instead to best accommodate my schedule and did not receive a call. ***** was able to leave voicemail messages on more than one occasion letting me know that she had relayed my message to **** so it baffles me that my voicemail system would allow her to leave a message but not him. 

  I have attached screenshots of the call log of calls to Reset beginning in November, through December. You will see the one call I missed from ***********

  In my response I indicated that I rejected their response, I should have clarified that meant the offer as well. I do not want to spend more time on a treatment that didn't work, at a place that did not demonstrate interest in helping when I was in horrible pain and calling daily for assistance with that pain. 
  

  Sincerely,
  
  **************************************************

  Business response

  04/05/2023

  We stand by our original offer to help her get back on track and achieve success.    The value of all the items received exceeds the amount paid. 

  Business response

  04/05/2023

  We stand by our original offer to help her get back on track and achieve success.    The value of all the items received exceeds the amount paid. 

  
  

*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. ↩