Complaints

This profile includes complaints for The CORE Institute's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The CORE Institute

  18444 N. 25th Ave. Suite 210 Phoenix, AZ 85023

• 

  The CORE Institute

  1820 W Maryland Ave Ste 2 Phoenix, AZ 85015-1740

• 

  The CORE Institute

  10494 W Thunderbird Blvd Ste 102 Sun City, AZ 85351-6122

• 

  The CORE Institute

  14520 W Granite Valley Dr Ste 210 Sun City West, AZ 85375-5855

• 

  The CORE Institute

  3420 S Mercy Rd Ste 200 Gilbert, AZ 85297-0423

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had knee surgery with ******************** on Dec 22, 2023. They required an $1800 deposit for surgery. Actual amount i owed was approximately $400 plus 2 follow up visits. Ive been trying to get my credit balance back for months. You always have to leave a message and the message says they will call you back within 24 hours.My wife or I have called 4 times and 2 of those times they called back 5-7 days later. The last 2 calls were 3 weeks ago and 6 weeks ago and no return call at all for them. The initial call told us we had to wait until his final follow up visit to get our deposit back. That was in early March. There is just no getting ahold of them. *** talked to the scheduling department and they cant help me and just put me back into the billing voicemail which no one returns calls.

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB3/21/24 ********************************************************************-4585See All BBB Locations BBB.org The Core Institute *************, **. ***** Patient ID# ****** I am *** and suffer pain in my toes while walking. Thus, in June 8th, 2020 I made an appointment with ************** a podiatrist at The Core Institute ************* to help me with the pain I have with each step while walking that I was having in my toes. **************, was unable to help me with foot my pain issue so I thought I was just going to live with this pain so I gave up and didnt go back to The Core Institute to seek further help.Fast forward to Oct. 5, ************************************************************************************************************* the amount of $97.50. Thus, I called the billing ***** at ************ The Core Institute on 10/5/2023 and spoke to ******** to verify If this was true in that I was going to get a $97.50 refund. Thinking that I might have already received the refund I check back through my checking account to see if I had received this refund to which I had not. Thus, on Oct. 10, 2023 I called back The Core Institute and spoke to *** to which she informed me that I should receive my refund in 4 to 8 weeks.Again, on March 14, 2024 I called The Core Institute and talked to ********* who spoked to her supervisor to which she informed me that my refund had been approved but was stuck in their system and that they were having problems to which she said I should be getting my refund in 4 to 6 weeks. I explained to her ********* it had already been over 5 months and that I was leaving town in two weeks to see if I could get the refund expedited. Thus, I asked to speak with her supervisor to which I was supposedly transferred to but was hung up on.Today, March 21, 2024, 24 weeks later and I have still not received my $97.50 refund. I live basically on my social security and every ***** helps especially since I have been in and out of the hospital twice in the last two months. Big corporations like The Core Institute can drag their feet all day long when they owe you but they are the first ones immediately to hit the little guy with a bad credit report. Now, I am leaving town for a month and I still will not have the refund owed to me! Please file a long over due complaint against the business from me and help me get my just refund!You will notice on the Core Institute letter I took notes to who and when I spoke to The Core Institute.***************************** ******************************************************************** ************ ********************

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw *************** at CORE for hip pain 10/26/23.. He ordered aspiration of hip and C/S on 10/30/23, said I would get a call to set it up in the next week. Nov 21 (3 weeks later) I had not received a call so I called CORE. They "will call me back". They did not. Repeated calls on 11/22, 11/27/ and 11/29. Each time they did not return my calls. On Dec 1 I made an appointment to go to the office as phone calls were not being returned. I went to that appointment on Dec 8. *************** had his staff call Banner Imaging to get the aspiration scheduled. Banner Imaging told me they had not received a prior request, but got this one and scheduled the procedure for 12/11. On 12/8 I received a voice mail from *** the office manager at ******************* office stating they had "dropped the ball" and apologized. The procedure was done. On 12/15, I received a voicemail from ******** in ******************* office stating the C/S came back clear so everything was OK. NO instructions as to follow up for continued pain were left. On 12/27 I received a bill for $224.58, my share being $15 copay, for the appointment on 12/8 that I never should have had to make if calls had only been answered by CORE. On 12/27 I called CORE billing to dispute the bill. The girl said she would look into it and call me back. I also called ***, office manager, to find out what to do next for the hip pain. He said he would call me back. It is Jan. 19 today. Neither *** nor billing has called me back. I feel medically abandoned. I have no plan to manage my hip pain. I'm unable to find another doctor to take my case because of my complicated history. I have been medically abandoned. I feel there should not be a charge for the 12/8 visit because it was a result of CORE not returning calls. As far as the bill, I feel it was fraudulent. ******** should be notified. There should not be a bill for patient neglect.

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seen at this doctors office on ********************************** The doctor never even touched me just asked questions. The patient ID# is ******* which my insurance paid some and I got stuck with a bill for $200.00. I was there for issues with my lower back injury from work, and all he had to do was fill out the forms for me to receive Workmans compensation. I was told to do physical therapy and I did, he still wouldn't fill out the papers. I came back and informed him that I desperately needed him to fill out the paperwork so that I can keep my job (FMLA). He still wouldn't fill out the paperwork. Which has forced me to take a severance package to avoid me being evicted. Now that I'm unemployed I can not receive unemployment because my job has me down as unfit to work from the on the job injury. I can't see any other back and spine specialist because they are not the ones who took me off of work, so they can't release me back to work. So, I have to see the same doctor in order for me to receive unemployment, only if he fills out the paperwork stating that I am an able body and wants to work. Dr. ************************* has really put me in a position that has me locked down and can't receive the money that I put into unemployment for 4 1/2 years. I have been going through this since 7/19/2023 and my doctors visit was on schedule for 8/8/2023. Not to mention he wanted me to go an take a mobility test which is $1200.00 and 4hrs long and has to be paid in full before the test can be given. and my ************ with him was to get an epidural or go through surgery that I didn't need. I have been taking classes to obtain my CDL B class, but I can't finish because I can't receive unemployment to help pay to finish the class. I have been filling since 12/3/2023 and have supplied them with all documents except the return to work form which states that I am an able body and trying to find employment.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw ***************** 7/11/23 regarding right knee pain. X-ray showed bone on bone. A total knee surgery was scheduled for 10/6/23. My husband an I tested + for Covid 9/2/23. Surgery was cancelled. Once recovered, I began calling to reschedule. I was put on long, given to the wrong person, and hung up on so many times. In mid-October I received a call from the surgery scheduler. She said I my knee surgery was scheduled for 1/15/24. She said I would get a pre-op package and scheduled me to see ****************** 12/14/23 for pre-op. On that day I checked in and was given several pages to fill out.I thought it was strange that I was doing this again. Felt they already have this information. I was taken back for knee X-raysagain I thought why? ***************** assistant took me to the exam room. I asked her if she had received approval from my insurance. She said for what?. I said my knee surgery 1/15/24. She told me I was not scheduled. She said if someone gave me tat date it was just tentative. I ask her why she thought I was here today. She said for a new patient exam. I said Im not a new patient. I ask why I just had X-rays. She said so doctor can see your problem. The radiological tech thought she was taking post op pictures from my 10/6/23 surgery - that I never had. I did not see the doctor and no surgery was scheduled as I left.I feel less than valued as a patient. No one offered an apology or said they would straighten it out. Im not going back to that office. I am concerned that patients are being harmed by the lack of communication.

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received physical therapy from this company. For 4 of my visits, it was billed as speech therapy instead of physical therapy so my insurance denied it. I have called them 3x over the past few months but they keep billing me directly. They also have no avenue for me to escalate this issue. I do not owe this company any money. They need to resubmit the claims to my insurance to get paid.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was contacted 4/11/23 by voice mail requesting me to give them a call back. I called them on 4/12/23, and was informed that I had an overpayment of $150.00. They stated that a check would be mailed to me in 6 to 8 weeks time. after calls to them after 6 wks, 9 wks, and today 8/2/23 , I was told each time the payment was approved but they could not tell me when the check would be mailed. Also, I was told , it would not do me any good to call anymore because their information would be the same.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I required surgery and had a health care provider at The Core Institute perform the procedure. I was told that my follow up visits would be covered under the cost of the surgery and they referred to it as global care. I was then told when to return for my follow up appointments. I later learned that global care only covers the visits if they are within 90 days of the surgery. They scheduled my final appointment at ********************************************************************************************************************** -payment from me. I then received an invoice for that follow-up visit. I called the billing department and they said they didnt have the ability to reverse the charge. I requested a supervisor so they said they would leave her a message to call me back. I never received a call. I called back to follow up and they transferred me to her voicemail, I left a message and never heard back. I then got a letter in the mail from a collection agency regarding that unpaid invoice. I called them to see if they could help me but they said I had to work it out with Core and transferred me back to their billing department. I once again left a message for the manager. I also asked to speak to her manager but they refused to tell me who it was or to transfer me. I feel if this had just been an oversight they wouldve just reversed the charge and been done with it. Since they refuse to discuss it with me, I can only surmise that this is common practice to double dip on the global care program. If this is the case it is billing fraud and needs to stopped immediately. I would love to know what my options are for resolving this matter.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/19/23 and 5/3/23 These were the two required tests before having a nerve ablation procedure.*************************************** at Core Institute didn't read my file before performing procedures that could have been life threatening given my other diagnosis. He wouldn't listen or address concerns I had the day of the second procedure. The way he spoke to me, I firmly believe this is because I am a woman. He offered no assistance when my pain increased to extreme levels after the numbing wore off. More than once he suggested medications I am very allergic to, or was already on, or had reached my yearly limit of taking. Not only that but he did not offer to take another look at my file to find any alternative or do a differential diagnosis of any kind. I believe his words were " I don't know then." It was clear he'd never even gone over my file before calling. His work is sloppy and in my opinion he's extremely dangerous. He is putting his patients at grave risk.Due to the fact that I could not trust him to do his job appropriately I wasn't able to go through with the ablation procedure so I'd like to be refunded for the tests themselves. As they were unnecessary and ultimately made things worse.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/28/23, I arrived for an appointment @ 9am and sat for 45 minutes before being told my appointment was moved to 10am. I continued waiting and after being called back in room, I waited almost 40 more minutes before anyone showed up after I went back to front desk asking if I would be seen today. Shortly after, a man walked in with a snarled look on his face and asked how I was doing, my response was "not good at all, I'm in pain". Then this gentlemen spoke saying his name was ****************** and continued talking as I stated, "hello ******************, how are you today?". This **************************, started yelling stating to me if I call him (******************) he would not see me a patient at all and demanded that I called him (******************). He then headed for the door to leave because I started laughing thinking he was joking around. After I saw his facial gestures and snarled looks toward me and raising his voice as in an argumentive way, then he ran out and brought a young lady back into the already open door room where everyone could hear him and the assistant brought in had complete fear all over her face as this ******************* intimidated both of us with his tonality and raised voice humiliating and embarrassing me to say the least. I suddenly felt threatened by him as he stood up and kept yelling as I tried explaining to him, I thought he was just joking around because I called him ****************** (out of respect) where I come from. I later spoke with a nurse that works with him and she stated he sounds like he was on a power trip, he got that upset because you said ****************** instead of *****************? that's ridiculous!! she stated and I agreed. Not only was I threatened, humiliated, embarrassed by this man, he made me feel as though he was going to harm me with the mere tone of his voice. I have never in all of my years of going to medical appointment have I ever! been treated so poorly as this ****************** demonstrated ******* disrespect, unprofessionalism, racist in tonality and gestures and walked out as a professional because I called him *******************? How absurd .I would like a public apology from this person and he has triggered my anxiety as I am a Disabled Veteran and he knows my medical history and yet found himself threatening me and a harmful manner without justification.