ComplaintsforThe Joint
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In 2021 I was taking my elderly uncle in to have an adjustment. The receptionist convinced me to purchase a month of visits (5 pack) for $79 and I could cancel anytime. I never received any paperwork but used their services for 3 months. After my 5th visit in December 2021 (Im not even sure which location I was at), I told them that I was able to renew in the future because I was moving to ******. Again I was never asked to fill out paperwork and received nothing. The receptionist told me no problem and I would be cancelled. I moved to ****** and the Joint stopped my payments as instructed in December of 2021. I never spoke with anyone at the Joint after this. In reviewing my past bank statements I discovered that beginning on 3/29/22, the Joint unknowingly renewed my active plan and began charging my debit card $79/ mo despite my cancellation. My card was improperly charged $79 fourteen times and I can provide dates and paper statements.I emailed all of these statements to the Joint and have them if needed. Not once did I receive an email receipt of successful payment like nearly every auto payment plan sends out. Not once did I receive a call or text from the Joint during these 14 months about my membership and failure to attend a single appointment of the 70 I had been billed for. Once I brought it to their attention I was told on the phone by Dr ******************* that this was a true weakness in their billing system and that it would be rectified once the owner was off vacation and I would definitely be refunded these debits. He repeated this in 3 different phone calls. Then I started receiving panicked emails from their receptionist saying I needed to sign a form or they could not stop future payments. I refused but after 5 emails of her telling me they couldnt stop until o signed, I did so and have copies of all of this. To date I have emailed them more than 15 times and left more than 10 voicemails during business hours without a single call back or email reply.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.