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Business Profile

Chiropractors D.C.

Heal Thyself Institute

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/30/2024

    Type:Product Issues
    Status:
    Answered
    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 the Saturday (FEB 17, 24) I was to have my first visit, I had a skin cancer surgery the day before. I assumed it would not be a big deal, but it ended being one, and I was in a lot of pain.I called the office immediately and told them, but they told me not to worry about it (whatever that means). So I tried not to worry about it. But the next morning, the pain was even greater, and there was no way I was traveling or dealing with chiropractic adjustment. I called again and told them, and they said, no problem.And then charged me $50 for canceling. I disputed the charge with my credit card company, who did try to help. But the vendor, him in the case, decided not to honor the appeal for decent and ethical behavior.

    Business Response

    Date: 05/02/2024

    When a patient cancels an appointment with less than 24 hour notice our system automatically charges the late fee. We also do not have a place to take notes as to why someone is cancelling, just a drop down of several choices ("cannot make the appointment and will reschedule" etc)

    When ************** cancelled his appointment, my staff at the time forgot to go back and manually reverse it. The person he talked to is no longer working for us. When the dispute came through,  the person who took over looked in your file and saw that he had signed the paperwork understanding the late fee and that he had cancelled with less than 24 hours and that is what was reported to the credit card company. To my knowledge, ************** never contacted us about this fee, he disputed it through his credit card company.  

    I became fully aware of this situation and what happened yesterday (Wednesday) when the better business bureau emailed and then I found ************** had emailed us Monday and it had gone to the "spam" folder. 

    His credit card has been refunded as of yesterday.

    I have offered ************** my sincerest apologies and my staff is now fully aware of what has happened so that this type of situation will not be repeated in the future.


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