The LifeScore Clinic

Additional Notes

Complaint: My wife, ******* ***** and I, ********* ***** agreed to pay $3500.00 for "Executive Physicals" including blood test results and Physician Assisted weight loss as well as other health services. We prepaid $1000. and have made 6 $100. monthly payments to date totaling ~$1600.. The Life Score Clinic was acting as a Health care Broker middleman as we understood the service.We have not received our blood test results and have not had any Physician Assisted Weight loss health services. A blood sample was taken at the Life Score Clinic and test results came by email after we complained about not receiving them. The email can't be opened at a *** **** web site. I emailed *** **** to try to get a result and my wife phoned for a result and both attempts were negative. Multiple attempts by my wife and I were made to both phone and email contact The Life Score Clinic to schedule a visit to a physician assisted weight loss. I visited their ** ***** Last known public address on the Last two Friday mornings and the door was locked.

Desired Settlement: Refund $1500. for services not rendered per contract.

Business Response:

Dear Mr.*****,

Please find ******** the five ** scans that were performed on the patients ********* and ******* *****.  Please remember they are confidential. I am only sending the results so you can see that they were done and paid for by us.

We are here to satisfy all the commitments we promised to the ******. They have been e-mailed their lab results from *** ****.

We have moved our facility to another address, partnering with ************, as we now have the ** Scanner (a much superior 64 slice unit) and an MRI  in our own facility.  We were previously sending patients to an outside ** scanning location, which was difficult for the patients.  It is much more convenient and immediate to do the **, ultrasound and MRI scans in our own facility. 

We previously had notified all current patients of the move.  The ****** should also have been notified.  Our new address is **** ***** *** *****  ********* **  ******  The phone number at our new office is  ************.

We will also supply further testing and services to treat these customers with respect and add services to give them extra value for their investment in their health.

Our secretary called ********* at the number he supplied, to schedule them for their Diet Program.  They should use the number ***** ******** and speak with ****, who will make sure they get their Diet Program instituted, and supply them with personalized service.

.

We are sorry that the ****** got caught in between our move to our new facility.

******* ******* **

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

regards,

********* *****

 *** **** email result did not open or print.

Business Response: Mr. ***** was scheduled to have his exams done, but did not appear for his visit.  He and his wife received all their promised testing.  He elected to not come for the visit to complete anything lacking, or that he felt was incomplete.  He did not show up for his visit.  We were prepared to offer additional services to this consumer as a gift, because he was unsatisfied.  He did not come in.
Even though we did furnish all the services promised, the financed account remains with an unpaid balance of approximately $1800.
We prefer for ********* to reschedule and repeat or acquire additional services at no additional cost.  We hope he calls to reschedule for these services.
Although we deserve full payment for the services we rendered, if Mr. ***** does not return, he can just keep his money and we will forgive the money he owes and write it off as a loss.
This problem will not occur in the future.
******* ******* **

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Just before Christmas 2012, I talked with ******* ******* ** about a resolution to the complaint and thought we agreed to the following:

1. Blood antigen results would be mailed to us using our correct mailing address of **** ****** *** *** ****** ** *****. 

I requested results via phone calls, personal visits and finally email dated October 26, 2012 since the phone calls and visits to the ** ***** LifeScore clinic address were all unresponsive. As of October 26, 2012, my wife and I stopped subsequent VISA payments until service result was provided.  It STILL has not been provided and my wife's VISA CARD WAS BILLED AGAIN on November 25, 2012; this is the second unauthorized bill to our VISA account. 

2. A signed statement absolving our contract would be mailed to us using our correct mailing address of **** ****** *** *** ****** ** *****.

I have not received either one of these agreed upon items.

The response from ******* ******* ** I have included with my response in BOLD lettering.

Mr. ***** was scheduled to have his exams done, but did not appear for his visit. 

No, I have not scheduled an  exam date for Me (Mr. *****) involving *** ******** since my wife and I scheduled and attended a *** ******** ** Scan appointment at ****** ********* on April 25, 2012.   

He and his wife received all their promised testing.  NO! STILL NO BLOOD ANTIGEN RESULTS!

We had SATISFACTORY CT scanning completed with a summary of results.  Itemized cost to my wife and I. $1120

We had Female and Male antigen screening blood draws with no results (UNSATISFACTORY) ; only a hyperlink to a general error message. I repeatedly tried to resolve this issue without success with *** ********, Lifescore Clinic, (*** ***** ********** *) before Oct 26, 2012 and then just before Christmas with the ************ staff and ******* ******* **.  

He elected to not come for the visit to complete anything lacking, or that he felt was incomplete. He did not show up for his visit.  We were prepared to offer additional services to this consumer as a gift, because he was unsatisfied.  He did not come in.

******* ******* ** offered but I did not agree to come to ********. I simply want to get the Blood Antigen results for my wife and I and an absolved contract or a refund of $520.00 for no service provided on 3 service items contracted.  I have experienced anguish attempting to resolve the same issue over 2 and a half months.

Even though we did furnish all the services promised, the financed account remains with an unpaid balance of approximately $1800.

My wife and I have paid $1700. dollars for $1180 worth of received services. *** owes us $520.00 dollars.

We prefer for ********* to reschedule and repeat or acquire additional services at no additional cost.  We hope he calls to reschedule for these services.
Although we deserve full payment for the services we rendered, if Mr. ***** does not return, he can just keep his money and we will forgive the money he owes and write it off as a loss.

This complaint will resolve IF: Items 1 and 2 are received or

                                               *** sends item 2 and $520.00 dollars or

                                               resolution to be in small claims court for the entire amount plus expenses.

This problem will not occur in the future.

I agree this problem will not occur in the future. 

****** ***** *** ** **** *******

******* ******* **

Regards,

********* *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I paid $1500 (USD) for a blood test and a CT scan (lungs and abdomen) from LifeScore Clinic on August 10 (2012) - essentially an elective, executive physical exam. I live in Beijing China, and take the exams for preventative reasons (given China's highly polluted, carcinogenic environment).I had visited the LifeScore Clinic twice before, in 2004 and 2005 when it was apparently under different ownership/management. The service was excellent for these previous visits. Hence the reason I returned (during a recent family visit to San Diego to visit my Mother). As mentioned, the tests were conducted on August 10th (and after a number of customer service problems even getting the appointment and getting the exam). I was promised the results the following day (by an office manager named **). I have repeatedly called and emailed the Clinic since, requesting my results, and complaining about how difficult it is to reach the Clinic, etc.: number doesn't work, isn't answered, voice mails aren't returned, website malfunctions, etc. I even managed to reach Dr ****** ******* twice - presumably the current owner and presiding physician - and was assured that my results would be provided without delay (incorporating normative analysis using my previous, 2004 and 2005 data).I continue to wait, without resolution. My results have still not been provided. Given the nature of this service, this matter has caused me considerable anxiety (about my health), as well as the frustration about possibly having been cheated out of money (and wasting a precious vacation day in the process).I suspect this is a fraudulent business. At a minimum, it is entirely incompetent.

Desired Settlement: I would like my money back. And if it is a legitimate business - just a badly run one - I would like my test results.I am considering a legal course of action.

Business Response: Mr. *******'s test results were delayed due to radiologist delay in returning results.
His complete results were e-mailed to him on 9/11, the same day he filed the complaint.
I will forward a copy of the e-mail to you from the front desk computer, from which it was mailed.
I am also researching Mr. *******'s particular situation, living in a contaminated environment in Beijing, to recommend what other specific testing he might benefit from, for heavy metals, pesticides, herbicides, industrial contaminants and environmental hazards associated with that particular ecoenvironment.
I am very upset by Mr. *******'s displeasure with our current service, as he is a wonderful man and a man I personally care about.  He has been a great patient, genuinely concerned about his health with The LifeScore Clinic since 2004.  He would be the last person I would expect a complaint from, and someone I would not want to let down.  I am sorry for the delay, which was not the fault of The LifeScore Clinic or myself.  My Assistant, ****** ***** mailed these as soon as all the results were available.
Mr. ******* has his results.  I am preparing, free of cost, the additional information for his concerns in regard to his local environmental pathogens, and screening for them.

******* ******* M.D.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I was offered a free cardiovascular screening (heart attack and stroke risk) by The Life Score Clinic for myself and my girlfriend. In exchange, they would attempt to sell us a complete screening package. We went for the appointment and got the test done. We were told to expect the results within 1-2 weeks.After more than 2 weeks of not hearing anything, I called *** *. He told me that the technician who had performed the test was not in--to wait until that weekend. After waiting past the weekend, I attempted to ask for the results again. I was told that the technician could not be reached/that the results had been lost!It is my contention that the "free" screening is just a ruse to get people in the door. If the salespeople feel that the clients will not be buying, they are not provided the promised results. In fact, I was thinking of buying the complete package!

Desired Settlement: Would like promised results. If not, The Life Score Clinic should not have an A+ rating. Clients should be warned of deceptive practices.

Business Response: I am so disappointed that this customer had a delay in the delivery of his free Carotid Artery scan results.  We have had some personnel changes and there was obviously some miscommunication about how to localize and deliver the results in a timely fashion.  This is inexcusable.  Actions have been taken to assure this sort of thing does not happen again. However, the implication that our clinic was a "ruse", or that this is a common occurrence at our 13 year business that has serviced over 22,000 clients with preventive medicine assessment and education, is in error and untrue. 
Please find attached the results from the client and his significant other, which were conveyed to them.  The clients received these results free of charge.  And I would like them to receive a free preventive blood test screening panel at no cost, for their disappointing experience; if they wish to receive the service.  This complaint was taken seriously and will serve to improve our dedication to the early detection, prevention and education for health, vigor and longevity.
******* ******* MD
Medical Director, The LifeScore Clinic

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

However, be advised that I finally received my results (but not my partner).  Once those results have been received, I will be happy to accept the new offer extended to me and withdraw the complaint.

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.