Kingsway Chiropractic

Initial Business Response /* (1000, 5, 2015/10/11) */
After canceling more than a few massage appointments, some according to the hour required notification period and some not, (please see the attached paperwork, signed by the complainant acknowledging the cancellation policy), the decision was
made to notify the complainant of the decision and provide a refund of the unused portion of the massage sessions (see attached letter for a detailed outline of the refund)
An attempt was made to meet in person with the complainant at the office, after her last massage session, and she was unable to do soA phone message was left outlining why our office would no longer be a suitable option to utilize the provided massage servicesSubsequent phone calls were made to reach the complainant, to no avail
As part of that attempt, the complainant was offered the opportunity to complete the remaining purchased sessions, to which she declinedIn the complainants subsequent voice message, she requested that a return phone call would not be necessary, and that she would await the aforementioned refund checkHenceforth, the attached letter and refund check was sent to the complainant and the check was subsequently cashed
The complainant had made NO complaints about ANYTHING pertaining to the office NOR the massage services received at the office until AFTER the phone message dialogue concluded
Our office has NOT received any other complaints regarding the massage services provided, including but not limited to, the length of the sessions, advertising, or the like
On the contrary, the therapist is highly regarded, and the office provides ample opportunity for anonymous feedback via forms in the office
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MrKingsway did not address my chief complaint - what I believe to be and misleading business practices and advertisingHe advertises one hour massages but only allows his massage therapist minutes hands on massageHad I known this information way back, I would have never gone to this establishment
I had already heard poor things about DrKingsway as he previously engaged in a partnership with a revoked licensed Chiropractor prior to opening Kingsway ChiropracticI went to his clinic there due to an advertised GrouponI was told by patients at that time in the lobby that he allowed this revoked licensed Chiropractor to perform chiropractic services (which he was not licensed to do)At the time, I thought this was a disgruntled new client (as they had advertised through Groupon and had a lot of new clients coming in)One client in particular told me after her visit to "run away." I decided to give MrKingsway the benefit of the doubtAt this time too, I did not realize I was only getting minute massages, as they were advertising hour massages on Groupon and when I called
MrKingsway eventually broke away from this other Chiropractor and formed Kingsway ChiropracticHowever, I believe his previous conduct also warrants investigation by the state Board of Chiropractors (allowing a non licensed Chiropractor to perform on patients)
As I alluded to in my initial complaint, MrKingsway twisted the facts to suit his business needs in his letterAfter being such a long standing customer (see contract signed)(and my tenure prior at his other establishment), and ultimately finding out I was only receiving minutes hands on work vsthe hour massage advertised, this was grossly unethical and misleadingFor example, if you call Massage Envy, they are forthright in telling you it is a minute hands on massage, with minutes consultationThey do not advertise a hour massage as DrKingsway does (of course, he has probably changed this now that I have filed a complaint to cover his tracks)
Given the duration of time that I gave MrKingsway the benefit of the doubt, he never once personally came up to me or left me a message that he wanted to discussion my cancellations and rescheduling of appointmentsHe has never thanked me for my longstanding business
I contest his statement that I did not always cancel in advance, which is evident that he cannot provide the written proof of the dates that I cancelled, and written proof of receipts where I was charged for the cancellationThis is because I was always was conscientious about cancelling on time because I did not want to lose my money (you are billed if you don't cancel in advance)
After believing in MrKingsway for years (I tried to always assume he had the best intentions)Yet, he only had the courtesy to tell his massage therapist to tell me he wanted to speak with meI asked her what about, as he has never spoken to me in years face to faceShe stated she did not knowThe last thing I wanted to do after a terrible massage was speak to DrKingswayHowever, I approached him, and he was with a clientI waved hello and he motioned me awayI told the therapist I would see him next time in the office, as I had no idea why he would want to speak with me anyway (I also did not think it was important nor did I want to interrupt his time with a client, and I had somewhere to go - he could have given me advance notice that he wanted to speak with me)That would have been a professional and upstanding business practice
Instead, when I arrived home what I received was a voice message stating that my services were no longer welcomed as my scheduling and rescheduling was inconvenient to him as he retains no secretaryHe manages all scheduling and all patientsIt is very difficult to ever get anything scheduled other than through voicemail as he has no secretaryDuring the day, he can't answer the phone as he is with patients
I would still like to receive the rest of my package refundI was clear that I wanted a full refund on the phone - and outlined all the factsHe laughed at meI told him that if it came as a partial refund, I would cash the check but pursue mediation
Finally, it is my personal belief that MrKingsway is engaged in racial discriminationHe plays Christian music and has a cross in hung in his establishmentI believe that he does not want clients who do not subscribe to his faithAs an ethnic minority I believe he decided he no longer wanted me at his clinic (one time I heard disturbing racial remarks)Added to the fact that I made more work for him scheduling and rescheduling appointments - this was a good excuse to get me out of the clinic
I am deeply saddened that DrKingsway does not just pay the small amount requested and be done with this caseInstead, he has chosen to continue what I believe are unethical and misleading business practices
If in fact his business was thriving and he had handled the situation in a professional manner, this complaint would never had been filed
Regarding the "highly regarded" therapist, there is no evidence of awards or commendations from the licensing board of this therapist being "highly regarded" except by MrKingsway and the patients who don't mind only minute massagesI did leave messages for MrKingsway about to speak about some of the massages, but he never returned my calls (again, it's a lot being secretary of your own clinic and the Doctor of it, so I am not surprised he missed returning my calls)
Thank you Revdex.com for your help in resolving this situationPlease note that I have also contacted the Asian, African American, and Hispanic State of MN Ombudspersons to also seek their assistance as well if it cannot be resolved here
I would hope though, that we could just resolve it together and be done with it
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Final Business Response /* (4000, 9, 2015/10/29) */
The industry standard for massage, which my office, Kingsway Chiropractic, PA, has adhered to from its inception, without change, for a minute massage session is:
*minutes of consultation between the therapist and client, and client preparation,
*minutes of hands on massage, and
*minutes for the client to gather their belongings following the massage session and vacate the room
The complainant was well aware of the length of the massage sessions and the protocol for the officeShe received massages at this office, beginning in January of 2014; I believe it is safe to say that she is, and was, fully aware of the timing and length of the massage sessions long before this complaint was filed
As previously submitted, the complainant had made no complaints about anything pertaining to the office, nor the massage services received at the office, until after the phone message dialogue concluded
All other submitted information is an attempt to smear and slander me and my business
Many business people would find it difficult to refund a consumer for services that they received, without complaint, after the fact
However, I am willing to refund the complainant the requested amount ($263.50), PROVIDED, she agrees to cease and desist any further slander of me and Kingsway Chiropractic, PA, through any method or forum
Thank you
Final Consumer Response /* (3000, 14, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Need clarification from the business on the meaning of the following:
"All other submitted information is an attempt to smear and slander me and my business
Many business people would find it difficult to refund a consumer for services that they received, without complaint, after the fact
However, I am willing to refund the complainant the requested amount ($263.50), PROVIDED, she agrees to cease and desist any further slander of me and Kingsway Chiropractic, PA, through any method or forum."
Specifically, "cease and desist" "slander" - this seems like legal language rather than a forum for me to share my experiences in a polite and respectful manner and vice versa
Please advise accordingly what you mean by this so I can make the appropriate response as to whether I accept the offer
Also note, I have the dates and times of each message I left, and dates of my conversations with Tess, former secretary - who stated she relayed the information to *** KingswayNo, I was not aware of the minute rule, if I had been, I would not be making this complaintI don't check my watch for stop and start times, I just assumed the integrity of the business that I was receiving minute massages (all hands on)
Thank you,
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