ComplaintsforIBI Healthcare Institute

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 09/2022 Amount of money paid ******** What the business committed to providing to me: Patients receive coaching from a team of experts for six months after the balloon placement. Ongoing and regular follow-*** with the treating physician. Removal of the medical device in 6 months. The aftercare program is part of the unique ORBERA 2-Part Program that combines the 6-month placement of the gastric balloon with a 12-month coaching program.During the entire 12-month weight loss program, patients will have regular face-to-face or virtual sessions with their treatment team. We will be there for you every step of the way!None of the services were rendered as promised. The company refused to provide a refund or the surgery that I requested with me paying the difference between the two procedures.Account Identifier: ***************** LLC *********************************************************************** ************************** (id #******, dob: 10/27/1979)

  Business response

  06/06/2023

  Good afternoon sir,

  We appreciate the feedback and committed to your success because you matter to us - We value your privacy and will not discuss your care on this medium - We have ****s of successful Orbera clients with same high quality care provided such as yourself. However results may vary based on several factors including clients life style and medical conditions.- We have always been committed to providing a long term resolution to meet your goals. Our extended offer still stands. Please reach out to us at icare@ibihealthcare to activate this successful plan.- You matter and are valuable to us. We strongly believe you have what it takes to succeed and we are cheering with you. 

  Customer response

  06/06/2023

   
  Complaint: 20103665
  
  I am rejecting this response because: the promised standard of care and services were not delivered by the practice and provider.  I did not medical or program support as promised and guaranteed by the ******************** I did not receive any follow-up from the practice and provider, the medical device was not removed as scheduled (The balloon stays in the stomach for six months to reinforce proper portion control.), I not receive promised coaching (Patients receive coaching from a team of experts for six months after the balloon placement.)  Now aftercare program was provided (The aftercare program is part of the unique ORBERA 2-Part Program that combines the 6-month placement of the gastric balloon with a 12-month coaching program.)  "During the entire 12-month weight loss program, patients will have regular face-to-face or virtual sessions with their treatment team. We will be there for you every step of the way"; this was never provided.

  I was not please on the scheduled as promised unless i paid an additional $8,000.00

  Please see your own false advertisement.

  I promptly paid for services that were not rendered, as well as neglected and abandon as a patient.
  
  Sincerely,
  
  *************************

  Business response

  06/06/2023

  We understand that you are frustrated and not agreeable to solutions offered.
  It takes a collaborative efforts between patient/client and care team to attain your desired goals.

  As explained, we have experts in this field and have successfully treated ****s of clients nationally and Globally
  We have always been committed to your success. We have made substantial efforts to provide you will a plan care solution to

  help you kick start and attain your goal. Once again, achieving your goal is a bilateral efforts between client and care team.

  The care plans and procedures are tools necessary to help you reach your goal.

  Hence the reason we offered a deep discounted (over $3000 in current promo and additional discount) price for other solution that might best fit your needs and lifestyle.
  Again, it requires efforts from you and our care team.
  We are unable to give you a full or partial refund for your prior procedure.
  We are unable to apply prior payments that have been fully exhausted for 6-8months to upcoming procedure.
  
  Once again, we are committed to assisting you reach your goal when you decide on our standing offer. Please reach out to our office anytime and we will be glad to help.

  Customer response

  06/12/2023

   
  Complaint: 20103665

  
  Dear Better Business Bureau,

  I am rejecting this response because:
  
  I am writing in response to the recent BBB Complaint Response from IBI Healthcare regarding my complaint against them. I appreciate your assistance in mediating this matter. However, I must reject IBI Healthcare's response due to the following reasons:
  1.Failure to acknowledge their shortcomings: IBI Healthcare has failed to acknowledge their failure in delivering all of the services that I paid for. Their response does not address the issues of dereliction of duty and negligence in patient care, which are crucial elements of my complaint.
  
  2.Lack of trust: I have lost trust in the healthcare services provided by IBI Healthcare due to their deceptive practices. While they were prompt and communicative during the payment process, they have demonstrated a bait-and-switch approach thereafter. This lack of transparency raises concerns about their integrity and reliability.
  
  3.Admission of improper care: During a meeting with ***************************************, MD, MBA, Executive Chair/Co Founder of IBI Healthcare, he admitted that I did not receive the proper care and follow-up. ******************** himself stated that constant support from IBI is necessary to achieve weight loss goals, indicating that IBI failed to provide the necessary support and care.
  
  4.Comparison with another provider: I have conducted research and found another company/provider offering a better pricing package for the same services. This demonstrates that ***'s claim of their pricing being deeply discounted is inaccurate. The $8,000 offered by IBI is not a limited-time special but their regular price since last year, making their response misleading.
  
  5.Inadequate solution: IBI's proposed solution remains unchanged and does not address the core issue. They have not fulfilled their obligations to deliver the services I paid for, apart from inserting and removing the balloon. As a result, I request a refund of $3,500, which I believe is a fair compromise to resolve this matter.
  
  6.Blaming the patient: IBI's response appears to shift blame onto me as the patient, rather than taking responsibility for their failure to provide the services I was entitled to. It is important to focus on the root cause of the problem, which lies with IBI's inability to deliver the services as agreed upon.

  I kindly request your continued assistance in resolving this dispute and ensuring a fair resolution. I believe that a refund of $3,500 is a reasonable compromise given the services that were paid for but not provided. Thank you for your attention to this matter, and I look forward to your response.

  
  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. ↩