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Business Profile

Chiropractors D.C.

The Joint Chiropractic
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:12/29/2024

    Type:Service or Repair 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.
    They refused to cancel my subscription and issue a refund.

    Business Response

    Date: 01/03/2025

    January 3rd,2025


    Dear Batin,

    I hope this message finds you well. I appreciate you taking the time to share your concerns with us, and I would like to address them in detail.

    Regarding the request to cancel your Wellness Plan membership being refused, that is not the case,though we apologize if thats how you understood our response.
    Your signed Wellness Plan membership agreement specifies that, by signing, you authorize automatic monthly payments until you provide notice of cancellation. Because you signed and submitted a cancellation form on 12/30/24, your membership has in fact been set to cancel and you will not see any additional charges from said membership.

    At The Joint Chiropractic, we aim to provide complete transparency when patients enroll in our plans and packages. Upon sign-up, we provide a membership folder that includes a sticker on the front clearly outlining the plan's stipulations.Additionally, we send a reminder via text and/or email two days before your billing date to notify you that a new cycle is about to begin. In your case,this reminder was sent via text, to the phone number provided on your intake form, on November 25th, 2024. It read as follows:
    Hi Batin, One last friendly reminder to come see us for your next adjustment and use any remaining Wellness Plan visits before your next cycle begins. Please let us know if you have any questions about your membership, or about your treatment plan from the doctor! Hope to see you soon ~The Joint McCandless

    For these reasons,we are unable to offer a refund for the monthly dues processed on 11/29/2024 and 12/29/2024. That being said, we have now received your cancellation form and have set your membership for termination at the end of this cycle, which means you are still able to use your four remaining visits until 1/28/2025.

    We understand that this may not be the response you were hoping for, but we are bound by the terms of the contract you signed, which clearly outlines the membership stipulations.

    We sincerely apologize for any inconvenience this situation has caused you. Please know that we value your feedback and if there are any other concerns or anything else we can assist you with, please do not hesitate to reach out. Thank you for your understanding and we hope to see you in the clinic for those four remaining visits this month.


    Warm regards,

    Dr. ****** *********, D.C.
    Owner/P.C., The Joint Chiropractic McCandless

  • Initial Complaint

    Date:06/11/2024

    Type:Service or Repair 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.
    I have been a client for 8 years with no issues. My cycle date has been on the 9th of the month for the entire time, meaning my account resets the 9th each month. I often use my last visit of my cycle on the 8th. This month, I went to use my 4th visit on the 8th, and it appeared my account reset because there were 4 visits. I called the home clinic of Pittsburgh and they told me to go ahead and be treated and they would look into it, but my cycle resets on the 9th, so it would be ok. Today I get a response that IT said prepaid accts reset 2 days before the cycle now, meaning my cycle date isn’t my cycle date, which makes no sense. This was done without notice and I lost a paid visit due to their negligence in notifying clients of this change. I desire the joint to fix this. I want my cycle on the 9th and I am owed the visit that was removed improperly. This is unacceptable to make these changes without notifying the clients.

    Business Response

    Date: 07/31/2024

    Dear *****

    I hope this message finds you well. We appreciate you taking the time to share your concerns with us, and I would like to address each of them in detail.

    Regarding your request to alter your cycle date to ensure your visits reset on the 9th of the month instead of the day before, unfortunately, with your current Wellness Plan being set at a legacy pricing rate that is no longer available, modifying your plan in any way would result in losing this advantageous pricing. We believe it is in your best interest to retain this pricing. The reason we are unable to make these changes is that the design and coding of the patient system are managed at a higher level by The Joint’s corporate technical team and are not within our control at the clinic level. We understand how this can be frustrating and want to assure you that we have forwarded your concerns to those with the ability to improve the system based on patient experiences.

    We sincerely apologize for any inconvenience and distress this situation has caused you. Although you no longer reside in Pittsburgh or visit our clinic, we are committed to ensuring you receive the best possible care and service. We would be more than happy to reach out to the clinic where you now receive care to inquire if they can provide an extra visit to compensate for the one lost due to this misunderstanding.

    Please know that we value your feedback, and if there are any other concerns or anything else we can assist you with, please do not hesitate to reach out.

    Warm regards,
    Justin S********* ****

The Joint Chiropractic is BBB Accredited.

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