Complaints

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got scammed in to believing Monument Medical Clinic/******** Medical Clinic was providing ** treatments. I paid $3500 for treatments that didn't/don't work. I called all the phone numbers listed and they all say "The number you are trying to reach, is out of service" or "The subscriber you have dialed is not in service". They've shutdown their clinics in Maryland and Virginia.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for ** treatment with Monumental Health Clinic on 4 April 2023. I was to get 12 treatments of Shockwave Therapy. They had me take out a loan of $5,000 to do this. So far I have had 6 treatments and when I went in today for my 7th treatment the doors were shut. I received no calls or anything about this. I want the remaing 6 treatments worth of my money back at a minimum, and if there was a problem with how they conducted business or they were not medically licensed to provide the therapy I would like all of my money back. My contact info is: email: ********@***.***; cell **********, home address ***** ****** **** **, Haymarket VA *****. Thank you for any help you can provide.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for 12 treatments at a cost of 5,000.00 USD. The two remaining treatments were scheduled for June 2nd at 10:30 am and June 7th 11:00 am. I went to their offices at 9707 Medical Center Drive suite 100. Both dates the offices were closed and no one was there. I met at least 3 others with similar stories they closed their offices with no notice and patients with remaining treatments. We also have called their answering service and no one answers that line. the number is ************. Monument has ceased operations and is not communicating with me.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the clinic for an ** issue that I had. I was explained the treatment process of an initial 12 treatments by the means of sound waves. Also during this time which started in Aug, 2022 I was advised that the cost would be 4100 dollars. I began making monthly payments of 200 dollars. I finished the initial 12 treatments with negative results. A gentleman in the Rockville office said he would "work with me." I was offered 6 additional treatments for a total of 18. I received these treatments with negative results. This last treatment was on Jan. 3rd 2023. These treatments involved an individual coming into a waiting room, whereby he would administer a probe to my inner thigh and ***** area for a total of about 20 minutes using some sound waves. All the individuals that administered the treatments did not wear a name tag nor identify themselves. Also during this entire time I didn't converse with or see a licensed physician. I have called the Rockville office after my final treatment and they have referred me to another number which is ************. I called that number on 2 occasions asking for patient relations and I was given another number to call which is ************, which turns out to be another clinic near Salt Lake City, UT. I have paid my monthly payments in good faith, and it seems to me that after the final treatment, I was not given any options or how to continue with this program. I am on a fixed income and paying the 200 dollars is a burden on my wife and myself.

  Business response

  03/19/2023

  ---------- Forwarded message ---------
  From: ******************* <*******@edmedicalclinic.com>
  Date: Thu, Mar 16, 2023 at 5:08 PM
  Subject: Complaint ID: ********
  To: Dispute Resolution Team <DRTEAM@mybbb.org>
  

  
  Monument Medical Clinics offers Acoustic Wave Therapy in pursuit of correcting **. 

  
  

  We offer advanced medical technology that uses pressurized sound waves to activate the body's natural process to repair and grow new blood vessels. Acoustic Wave Therapy is able to help a wide variety of patients that have had previous medical procedures or medical history. We recognize that no medical procedure has a 100% guarantee, including ours. We try to do everything within our power to work on correcting ** for patients seeking help like ****************. Unfortunately there are a small percentage of patients who don't see the desired results they are hoping for. 

  
  

  Although the most common contribution to someone's ** is blood flow issues. For some the process of neovascularization doesn't take place or other factors such as hormones(testosterone), physiological, and neurological can also play a factor even though blood flow/restrictions are the most common problem patients face. 
  

  We are committed to helping everyone seeking relief from **, and hope **************** gives us the opportunity to continue working with him with some additional free treatments. 

  --

  ******************;

  Wasatch Medical LLC

  Patient Relations Manager

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been asking for this company to complete a claim form from my health provider since 1/12/2023. While at the office I was told to email the request to ***************************************** The form I provided was so I could:1. Seek a reimbursement for out of pocket expensts paid directly to this compnay.2. I also need a full receipt for my income taxes.I sent emails on: 1/12; 1/20; 1/30 and lastly on 2/3 all with no response.

  Business response

  03/19/2023

  --------- Forwarded message ---------
  From: ******************* <*******@edmedicalclinic.com>
  Date: Thu, Mar 16, 2023 at 6:25 PM
  Subject: Complaint ID ********
  To: Dispute Resolution Team  <DRTEAM@mybbb.org>
  
  Hi, ********************

  
  

  We are deeply sorry that your requests were not responded to. Please contact patientrelations@edmedicalclinic.com and we will be happy to provide you with any information that is included in your chart. 

  
  

  --
  ******************;

  Wasatch Medical LLC

  Patient Relations Manager

• Initial Complaint

  02/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was lured into an agreement with an unkept offer and manipulation. The attached document will explain. I am also faxing the information to; Better Business Bureau 1411 K Street NW, 10th Floor, Washington, DC 20005 Fax: ************, 

  Business response

  03/19/2023

  ---------- Forwarded message ---------
  From: ******************* <**********************@edmedicalclinic.com>
  Date: Fri, Mar 17, 2023 at 11:38 AM
  Subject: Complaint ID: ********
  To: Dispute Resolution Team <DRTEAM@mybbb.org>
  

  
  Monument Medical Clinic advertises on television and radio for Acoustic Wave Therapy to correct ******** ***********(**).

  
  

  In our advertisement we offer a blood flow ultrasound to determine the severity of someone's ** and an exam from our medical professional to ensure that someone is fit for our procedure. Monument Medical Clinic offers these services free of charge and without the obligation of engaging in our services. 

  
  

  ****************** took advantage of our free offer. Afterwards our clinical staff presented our offer which included the specific number of treatments we would perform and the exact dollar amount it would take to perform them. At any time ****************** had the opportunity to review and decline, instead he engaged in our service and we rendered his first treatment with him. 

  
  

  Monument Medical Clinic recognizes ********************** desire to disengaged and retract the commitment he made with Monument Medical Clinic and encourage him to contact our patient relations department by phone or email to assist him and find a satisfactory solution. 

  
  

  --
  ******************;

  Wasatch Medical LLC

  Patient Relations Manager

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to this business after seeing several segments on the channel * Morning show for erectile disfunction, I went for the free consultation on October 13th 2022 and decided to try it. I was charged $3,800 on my **************** card, my first of 12 treatments was to begin on November 29, 2022 because I was going out the country and they scheduled it a week after my return. Since my original consultation and payment I had to go to the emergency room twice for pain of kidney stones and had laser surgery on my left side on October 31st and also need it on my right side when I was ready to schedule. Since then I found out I had an irregular heartbeat and need treatment for that before I get another laser surgery for my right side . I decided to cancel the treatments for erectile disfunction and ask for my $3,800 refund on January 1 , 2023 they told me I would receive it in 3- 5 business days , I have called them at least 10 times since asking about my refund and even went to their office to file on their computer January 23, 2023 and its the same answer , we will contact you in 3-5 business days. This is also the answer I received today February 7, 2023 after calling the office at around 9:45 am

  Business response

  03/19/2023

  ---------- Forwarded message ---------
  From: ******************* <***********************@edmedicalclinic.com>
  Date: Fri, Mar 17, 2023 at 3:19 PM
  Subject: Complaint ID ********
  To: Dispute Resolution Team <DRTEAM@mybbb.org>
  

  
  Monument Medical Clinic has processed the full reversal of the charge made by **. ******************.

  
  

  --
  ******************;

  Wasatch Medical LLC

  Patient Relations Manager

  Customer response

  03/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ****  

  As of Friday March 24th I am still waiting for the refund of $3,800 to be delivered to my **************** account in which I check daily . I have called Monument Clinic on Monday March 20th and they have assured me that the refund has been processed and allow 3-5 or 7-10 business days 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted monument medical clinic in response to an ad on tv( fox 5) and they set up a free consult on 8/31 at the consult I was told the groin artery was functioning at a 9/10 and the ***** artery was functioning at a 1/3 They recommended shockwave treatments I said I might be interested but it depended on the price A person came in to talk about cost etc after expressing some concern with the terms he applied several discounts including a military discount because my dad was a we ii vetran of the **** He could not communicate with their office computer and asked to borrow my phone after securing my name address ssn phone he said they would do 12 treatments plus 6!tune up treatments at a cost of 3500  payable at 150 a month for 24 months for total interest of 250 He could not produce a copy of what we agreed to because of the communication problem he then handed me back my cell phone and said I would be sent a copy to sign As I was preparing to leave they saiid they had an opening and could start treatments today I signed a Joppa consent to treat and had one 9 minute treatment I also set two follow up appoints The next day I got a call from someone who said they Were from ********* *********bwhobsainthey handled billing For monument medical clinic they said I had agreed to 36 payments of 150 I said that was wrong I agreed to 25 payments of 150 I was told to take that ip with monument medical when they said they sent me a link to see the documents no link arrived the person said they would mail it to me I called and explained what had taken place they said my case would be sent to patient relations to be resolved on Friday at approx a phone message was left by patient services for me to call ********** asap at 7?when I returned home I called and was told no one was in call back tomorrow I called sat and was told patient relations does not work sat callmony I called Monday and was told they were closed Call tues I can not get a return call

  Business response

  03/28/2023

  --------- Forwarded message ---------
  From: *** ****** <***@edmedicalclinic.com>
  Date: Mon, Mar 27, 2023 at 3:48 PM
  Subject: Complaint ID ********
  To: Dispute Resolution Team <drteam@mybbb.org>
  
  Monument Medical Clinic advertises on television and radio for Acoustic Wave Therapy. 

  
  

  Our offer includes a blood flow ultrasound to determine the severity of one's situation and an exam from our medical professional to ensure someone is fit for our treatment. 

  
  

  *** ****** saw our advertising and decided to schedule an appointment to take advantage of our offer and learn more about how we could help him with his **. 

  
  

  On the day of *** ******'s initial appointment all of the services that were advertised were performed, afterwards our clinical staff presented our offer which included the specific number of treatments our medical professional recommended and the exact dollar amount it would take to perform them. We do this for every patient and *** ****** was no exception. At any time each new patient has the opportunity to review and decline our offer. Istead, *** ****** provided us with his full name, phone number, DOB, and SSN to have the procedure financed. 

  
  

  Our clinical staff is more than happy to provide assistance with the financial process but never applies, signs, or inputs information for patients directly. The transaction was executed by *** ****** in good faith and with his consent. 

  
  

  Monument Medical Clinic offered to perform *** ******'s first treatment that same day. *** ****** was then moved to another room where our technicians started his treatment plan. 

  
  

  Monument Medical Clinic recognizes the frustration *** ****** stated regarding his initial appointment and apologizes that the process was not clarified to his liking. Monument Medical Clinic will allow a breach of contract and have *** ****** only pay for the one service that was rendered. 

  
  

  --
  Jon A***** 

  ******* Medical LLC

  Patient Relations Manager

  Customer response

  04/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I a disagree thst the payments were explained as I was told the payments would be for n25 months when contacted after the first t treatment I was told it would be the same amount

  Per month for 46 months

  The company issued a credit and I notified the bbb by email that the issue was resolved

   At the end of the treatments the treatments were unsuccessful the medical profession who said he would be available was not available

  I asked if the tune up treatments promised could be used to see if more treatments would help I was told it would need to be elevated to their customer service

  After 6 weeks I wrote a letter to monument medical it had been 7 weeks since  he at letter was sent

  I have not recieved a response

  However the cost and payment issue was resolved I just wish that was the case with  my ******** ***********
  Regards,
  
  ****** ******
  
  

*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. ↩