ComplaintsforFostering Wellness

• Initial Complaint

  10/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fostering wellness rendered adiquate careuntil I started new employment and my sceduale no longer allowed for me to have that service. I paid for all my care in advance for the year, figuring I would just eat the losslosing several chiropractic sessions Ive already paid for. Almost 7/8 months after care discontinued and paid for appointments never happened they started billing me $50 and adding $10 for every unpaid monthI havent had service in months and they got paid for the sessions I could not attend. *** attempted reaching out but hear nothing They are now threatening to send a **** form to the *** which will have tax penalties. If this was a valid bill ** happily pay it from my HSAit is not and no one has reach out to explain why they believe I owe them any sort of payment as my services were paid for in full prior to my treatment.

  Business response

  10/17/2022

  Our apologies to the patient.  After doing some research, I see that our patient reached out to us via email in July.  At that time we were down staff and had pulled in employees from other offices to help cover.  The email she sent got lost in the shuffle. I wish it hadnt.
  
  Our procedure when a patient cancels is the following:
  Termination of Care Plan by Patient:  Client understands that if they cancel care prior to the end of the term, the care plan will be terminated an all visits/services received will be prorated based upon the retail fee or CHUSA fee where applicable.  After account adjustment, any balance due will continue to be auto-debited from credit/debit/bank account on file until balance is satisfied.  If credit/debit card/bank account is declined, FW will bill client and reserves the right to charge a billing fee of $25 per billing.  Any credit on account may be used towards any service offered at that time at FW.

  
  We take full ownership that we failed to respond to our patient in July.  However, our billing specialist reached out to our patient on October 6 and asked for some time to review her file. Unfortunately, the patient had already submitted a complaint to the Better Business Bureau.  Once I received the letter from the Better Business Bureau this morning and the problem was brought to my attention, I was able to go into the patients account and saw that our prior staff member had made a mistake when cancelling our patients care plan.  Rather than the patient owing us the $50 that we had billed for, once fixed, the patient now has a $14.23 credit.  I will be crediting the patient $14.23 for the credit on her account.  I will also be reaching out to the patient to explain what happens in our office when a plan gets cancelled and that patients only pay for care that is actually used. 
  
  I can understand that our patient was frustrated but wish our billing specialist was granted the opportunity to look into the account before our office was sent to the Better Business Bureau.  Sometimes, offices make mistakes, we are people too.

*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. ↩