ComplaintsforIntegrative MD, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  charged me over 2,000 for medication that is covered by my insurance. She did not help me in any way whatsoever with any health issues or blood work.

  Business response

  03/23/2024

  On 12/26/2023 the client had a comprehensive 90-minute consultation with our medical doctor that included a thorough review of her medical history and bloodwork as well as creation of a detailed treatment plan. Client’s credit card was charged $595 for the consultation. 
  
  At the end of the consultation, the client chose to sign up for our 3-month Wellness program that includes consultations, medication, health coach sessions and a nutritional program. The details and terms of the program were explained to her. She understood that the 3-month Wellness Program was only offered as a single all-included package, that all its components including the medication were not separable, and that the program was non-refundable and not covered by medical insurance. The client agreed to all the terms, signed a consent form, and her credit card was charged $1399 for the cost of the program.
  
  On 01/08/2024 the client contacted our office stating she did not believe she would have enough medication for the entire program and required more medication. She indicated she had not used up the medication that was provided. We explained to the client that we supplied enough medication to cover the entire program and if it was taken as indicated, it would cover the entire length of the program. 
  
  Because the client’s attitude toward our staff was becoming increasingly hostile, belligerent, and threatening, we offered her a refund despite the no-refund terms of the program she agreed to. 
  
  We explained to the client that she could receive a full refund upon the return of the unused portion of the medication because it could only be taken under the supervision of a clinician. In addition, we incurred significant expenses supplying the medication. The client refused to cancel the program and return the medication for a refund and stated that she was going to continue taking it. 
  
  On 01/11/2024 the client filed a dispute with her credit card requesting reversal of charges for both the initial consultation and the 3-month Wellness Program. We, however, continued to provide services to the client under the Wellness Program to the best extent possible despite her being uncooperative.
  
  On 01/25/2024 the client reported to us that she felt great and now understood that the vial with medication contained more than she initially thought. She stated she was now happy with the results.
  
  Nevertheless, her attitude remained increasingly hostile, belligerent, and threatening, and we had to terminate our services out of concern for the safety of our staff. Examples of communication from the client illustrating the belligerent attitude are documented and can be provided. 
  
  As a result, on 03/15/2024 the client was discharged from the practice for belligerent attitude, broken trust, and inability to achieve and maintain a rapport. A letter to that effect was mailed on 03/15/2024. 
  
  Summary:
  
  The client is not eligible for a refund for the following reasons:
  
  - The $595 medical consultation fee was billed appropriately, and the service was provided in full. The cost of the consultation was communicated upfront to the client, and no money back guarantee was ever offered for the consultation.
  - The $1399 program fee was billed appropriately. We made a bona fide effort to provide all the services under the Wellness Program. Although the program is non-refundable, we offered a refund early on that the client declined. In addition, the client chose to continue taking the medication that we provided at a significant cost to us and using our services under the Wellness Program until we had to discharge the client out of concern for the safety of our staff.  
  - The client is already disputing credit card charges. The case is currently under bank review.
  - In medicine results are not guaranteed. We made every effort in good faith to provide all the services under the Program.

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