ComplaintsforWellIn5

• Initial Complaint

  01/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was assigned a therapist who I didnt find suited my needs. I messaged the company asking for a different therapist. I was ignored. The lack of customer service made me decide I dont want to use their services any longer. I messaged repeatedly asking them to remove my person information, delete my account, and destroy records relating to my treatment. I was ignored. Their chat system is supposed to be open during business hours yet it is not. They dont have a right to keep my information and I want it removed. The therapist wrote things on paper which I also want to be destroyed.

  Business response

  01/12/2023

  Hi there, 

  Thank you for bringing this query to our attention. 

  This query has already been resolved by our client support team. We take pride in providing great customer service. Our typical time-frame is within 24-48hrs with the exception of weekend or holidays. 90% of the queries gets an initial response within an hour per our ticketing system. As a one-time good-will gesture, we plan to offer this client a 50% discount for her 1st session if she decides to come back and give us another opportunity to provide a better experience.

   

  We have included a copy of our message to her when the initial request was received as well as her response in return. 

  Hi ******,
  
  We want to confirm that your account has been successfully deactivated, as per your request. We understand the importance of promptly addressing such matters,and we apologize for any delays you may have encountered in this process.
  
  Regarding your concerns about the handling of your information, we assure you that your privacy is of utmost importance to us. Your account has been deactivated, and any records related to your treatment have been securely archived or destroyed in accordance with our data retention policies.
  
  We regret any inconvenience caused by the delayed response.
  
  If you have any further concerns or if there's anything else we can assist you with, please feel free to reach out.
  Best regards,
  
  Rosette
  Wellin5 Support Team
  **********
  

   

  Client's response

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

   

  Wellin5 team

  Customer response

  01/12/2023

  
  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 because my objective has been satisfied according to their word.

  I am not interested in taking any discount because I want no part in their services now or in the future. A company offering services exclusively online with no phone number needs to answer their online messages and have their chat open during business hours. Unacceptable and dispicable considering the services theyre trying to provide.

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

*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. ↩