Lifetime Clinical Weight Control of Carmel

Below is my response to a complaint letter (Case ID 14204641) that was received in our office on Wednesday, March 18, 2020. Before I share the requested details and responses, I think it’s important to point out that in over 29 years of practice this is the first complaint I have ever received from the Revdex.com. In addition, I have never had a complaint brought against me to the Indiana licensing board through all those years. I have also been recognized and rewarded on numerous occasions in my career including:
· 2005 International Chiropractor of the Year by “The Masters Circle” – the largest chiropractic consulting group in the history of the profession.
· 1999 "Terre Award" recipient recognizing volunteerism & community service; Named by Greater Terre Haute Chamber of Commerce, Tribune Star Newspaper and WTHI TV/Radio.
· 1999 Recognized on a national level by the Marine Corps Reserves with a Certificate of Commendation for outstanding support of "Toys-4-Tots".
· 1997 Greater Terre Haute Chamber of Commerce Small Business of the Year.
· 1997 Named Wabash Valley's "Young Professional of the Year" by the Terre Haute Journal of Business and Young Professionals Club

I only share these things about myself to share my career long reputation and achievements. Needless to say, I have worked hard to build - and wish to sustain - the positive reputation and relationships I’ve established.

At the same time, I understand and acknowledge what you stated in your letter: we “can’t please 100% of consumers 100% of the time”. I agree that there are two sides to every story. So, below I will share my perspective on this matter in bullet format.
· Unless a person informs us that they are unable to read or have some form of mental inability to comprehend, we assume individuals are capable of reading and understanding the agreement before initialing multiple times and/or signing.

· We have never been told we are “high pressure” and, as indicated above, no formal complaint of that has ever been filed. I will admit we are passionate about helping people who willing come to us for help with their weight issues. Most people appreciate this. If that excitement about our desire to help was mis-interpreted by this person that would be unfortunate.

· I would point out that we have, in fact, provided refunds to clients who have had unrelated medical situations interrupt their ability or timeliness of them doing our program. Those clients have simply provided a note from their primary care physician indicating other more urgent conditions which needed addressed. So, while it is a part of everyone’s agreement, I think it’s important to show that, when medically indicated, we do make exceptions and provide refunds.

· In regard to this person’s statement, “This is NOT a healthy weight loss program”: I would be happy to challenge that statement by digging into the science and research of the strategies included in the program we use including the genetic testing component. However, I do not think that is the purpose of this inquiry. Still, if blanket and inaccurate statements like this are being made and the Revdex.com indicates such complaints may be made public, then I wish to go on record saying the Revdex.com needs to be careful about sharing such statements before carefully considering the science and research behind our program. Furthermore, I would direct you to our website (time4fatloss.com) or facebook page to view dozens of reports and testimonials by pleased clients indicating this IS healthy and effective.

· Besides aiming to help clients lose weight, our program is repeatedly described as a focused lifestyle change. It is not unusual for clients to experience symptoms associated with removing things from their diet such as sugar, processed foods, high inflammatory foods and more. We include a daily communication feature to communicate about this common scenario. Although it is admittedly a challenge for some, we find that most people do fine through it. It’s worth pointing out that in this particular case, the person was indeed achieving good weight loss and had sent no reports regarding the symptoms being referenced in their complaint to the Revdex.com.

· I would note that on their intake form, this individual wrote “I want the weight gone, but have doubts it will work.” In retrospect, this makes me wonder about their level of commitment to our program.

· We recognize people sometimes have “buyer’s remorse” related to many different products and services. Clearly some people make investments in health-related services and never use them. A gym membership would be the most common. Many people pay but do not use the facility. It’s there for them. They do not use it. Yet, that is jo reason for them to get their investment back.

Even with all these things above being said, I would still be willing to consider some mutually agreeable solution for this individual. Despite what they may think, we really don’t want ill-feelings with anyone. I recognize that people work hard for their money. I do too! Since we did provide a tangible amount of services, information, testing and products just as we do for each of our clients, I feel it is fair that we remain paid for all of that.

What this client DID receive: Initial clinical consultation, initial computerized Body Composition Analysis (BCA), program packet (including manual, journal, supplementation), virtual support between visits, one

· While I’m unable to share confidential health information in accordance with HIPPA guidelines, it is important to point out that this client did qualify clinically for our weight loss program. There were no clinical contra-indications in this case. If needed to demonstrate this in detail, we will need to get a signed release of records from the complainant.
· The person is correct. There are payment options for our program. They chose the up-front payment option which provided them a 12% administrative discount from the program the numbers placed them in. While they didn’t choose to use it, there are also patient financing options available such as Care Credit like used in other health care facilities.
· IMPORTANT: Just as each of our clients do, this person did read and sign our “Client Agreement Form”. I have included a blank copy in order to protect this person’s privacy but DO have their signed copy on file. Please note the highlighted section of that agreement which the complainant specifically initialed and states:
“Due to the nature of our system, and products you agree to our policy of all sales are final, no refunds or returns will be given, even if the product(s) are unopened. In the event that you have questions or specific needs in regard to the program, the doctor and or his assistant(s) will address them accordingly”.

in office follow-up visit with second BCA and the DNA testing and detailed report which provides her a lifetime plan specific to their unique genetic profile even beyond the term of our program. These things indicate that our program delivers much of the value on the front end.

What they opted to not continue with is the ongoing support through the remainder of the 9-month program (which their numbers placed them in). In the first 40 Day Phase, these visits are done every 10-14 days. After that, they move to every 3-4 weeks depending on how the individual is progressing. So, in this case they opted out of approximately 10-12 in-office follow up visits. As we figured our total program fee structure, these are considered a $35 office visit.

In closing, I do appreciate what the Revdex.com does. As long as you consider facts and each party can remove the emotional aspect of things, I believe a solution can be reached in this matter. Please let me know if further information is needed as you consider this complaint. I look forward to your feedback.

Sincerely,

Dr. Bart A, Chiropractor

President; Clinic Director