Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In April I went to The Joint Chiropractic in *********** for treatment. The doctor was very good so I agreed to a monthly visit plan. In mid May, my circumstances changed and I could no longer get in for sessions so I went into the ************* *********** office to cancel the services. I signed a cancellation document and was verbally assured the services were cancelled immediately. That was May 22, 2024. They continured to bill be for monthly services. And have now billed three additional months. I did return to their offices to complain on 8/14 and again completed another cancel document noting on that document that the cancel was originally made on May 2023. They conveniently couldnt find by original complaint done in person with a blonde gal with shorter hair. The attendant said she would get right back to me. She did not but instead another monthly charge was taken from my account.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/18/2022, I walked into The Joint - North Myrtle Beach with a back issue. I told Christine, (I think that is her name) at the front desk, that I was new in town, and needed to see if I could get an adjustment. She proceeded to tell me about the plans they offered. I told her that I only wanted a couple visits to try them out. She assured me that was what I would be getting. I paid $98.00 that day, which they charged to my Health Savings Account Visa. I had one adjustment that day. I went back a few days later for another adjustment. Due to no relief results, I never went back. I received one voicemail from The Joint, the lady who called stated that my sessions were about to end and to make an appointment. I never called them nor made another appointment. Considering that I had no sessions left after paying the $98.00, I never called The Joint back and we had sold our home in SC and moved to New Bern, NC in July 2022. I never thought to check my HSA visa account because I have not been to any doctor since that time and I knew that any charges put on my HSA had to be legimate charges for services rendered. Then on Nov 21, 2022 I realized they had been deducting $69.00 per month beginning 2/21/2022 through 11/21/2022. I had no idea this was happening and was very upset to discover this. No one called me to tell me this was being done - for 11 months they have been charging my HSA visa for NO SERVICES provided. I asked for a refund after explaining this to Christine. She apparently gave my message to Alex Klaus - one of the owners. He has refused to reimburse me, instead he said I had signed a contract for the $69 each month - yet I only have one receipt which I received on the first day of service for $98.00. I think this is extremely unfair that a chiropratic service would take money from someone for 11 months without letting them know. I am asking to be reimbursed as I only asked for a few visits, only used 2 of them and then moved out of the state.

  Business response

  01/22/2023

  Business Response /* (1000, 5, 2022/12/10) */ This patient was treated in our office on January 18, 2022. After her consultation and exam her doctor recommended a treatment plan which he felt would promote her wellness the best. When this patient completed her exam she was offered options which went along with the treatment plan and which we felt was suitable and affordable. At this point the patient decides going forward which would work in their recovery. The Wellness Coordinator will then go over all of information that is presented and what is patient responsibility. Each page is explained and they are shown where to sign. All of her paperwork is available to review. The day after the patient was seen her doctor called her to see how she was doing after her first adjustment. Two weeks after a patient starts we call them to remind them of any visits they have on the first month of their recurring plan so they can get the full benefit of treatment following the doctors plan of care. The patient called on 11/21/2022 this was the first contact she had made with us in over 10 months. I explained to the patient the responsibility she agreed to and signed in many areas accepting that responsibility. To help her understand any confusion she may have had, I immediately emailed her all of her paperwork for her review. The accusations this patient is making are completely unjustified as everything done here is completely above water. This could have all been averted if this patient had related to our office she wanted to close her account by a simple stop in our office or even a phone call. Also, there is a patient responsibility of maintaining her personal accounts for her own awareness which she had not done in at least ten months. This particular accusation has been addressed by upper management. We have over 700 offices throughout the country and always strive to maintain communications with our patients for their complete satisfaction. Any of the above information can be verified. Consumer Response /* (3000, 7, 2022/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Joint has not explained why I was charged $98.00 on Jan 18, 2022 and what that amount was for. If I had really signed up for the contract and known about it, then why was I not charged in Jan like upper management said I was?? The lady at the front desk had me sign electronically many documents which were never given to me. Showing me what I was signing is a false statement. Stating that it is the patient's responsibility to check in is unacceptable when I was told I had only bought a few sessions, and I left thinking this was the case. If I had known The Joint was trying to lock me into signing a contract, I would have definitely called to cancel. This is so unprofessional of a company! Business Response /* (4000, 9, 2022/12/17) */ Here at the Joint, all our patients are treated and informed the same way, the initial new patient visit of $29.00 and the first month wellness plan of $69.00 would be the initial charge of $98. This is the charge at the time of signing up for the wellness plan. We go over all of the options and plans for care both verbally and in writing. This patient signed up for the wellness plan with reoccurring monthly charges of $69. Patients then would see these monthly charges on their bank statements. Any concerns or questions that would have arisen from this we would then have addressed of course. We never heard from this patient in regards to this complaint until last month. Consumer Response /* (4200, 11, 2022/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated in my original complaint ". I never thought to check my HSA visa account because I have not been to any doctor since that time and I knew that any charges put on my HSA had to be legimate charges for services rendered. Then on Nov 21, 2022 I realized they had been deducting $69.00 per month beginning 2/21/2022 through 11/21/2022. I had no idea this was happening and was very upset to discover this. No one called me to tell me this was being done - for 11 months they have been charging my HSA visa for NO SERVICES provided" - The JOINT continued to charge my Health Savings Account (HSA) Visa which I never checked because I have no reason to check it since I have not gone to a doctor during this time. The JOINT never called me not sent me any emails staing they were charging my HSA card, furthermore, YOU CAN'T put charges on a HSA credit card for services that aren't rendered and should there be a goverment audit, these charges would not be valid. It is unacceptable that The Joint be allowed to charge someone for 10 months without calling them. This is a medical professional, or so they say, and NO medical professional would do such a thing as they have done. I want a refund as NO services were given for the money that they took from me!

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this business has ran charges on my credit card twice in the last 2 months. I have not been in the myrtle beach area since June 2020 when I sold my house, and the closest joint location at that time was in Myrtle Beach at Sayebrook shopping center roughly 25 miles away from this location. My husband and I used to have memberships with this establishment at the Sayebrook location, and we struggled to get them closed and the auto drafts stopped when we moved out of the area. I do not know how this location got my card information, however they are back charging us again, and we live in Albemarle, NC 137 miles from my driveway to this store. There is no way we are frequenting this business. The charges were made on 2/25/22 and again on 3/25/22 on my husbands card. His name is *********** ******. He was not in the area at the time either charge was made either. Both charges were ran on Fridays, and we had family obligations in our hometown at that time. Our bank can verify no other charges were made on our account on either date in the North Myrtle Beach area. I want these charges stopped ASAP, and I was reimbursed the transaction amount of $69.00 per month, plus the fees it caused us to incur due to other charges being returned. Each transaction cost me $100.00 NSF fees, due to making other bills getting returned that we had money for, except this business ran fraudulent charges on our account.

  Business response

  07/29/2022

  Business Response /* (1000, 8, 2022/04/27) */ The patient was contacted and the charges were refunded back to the account that was charged. This issue has been resolved on our end. The account had not been closed in our system due to not having written notice from the patient stating they wanted to cancel. However, we did refund the charges that were charged and the account is not cancelled with no further charges.

*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. ↩