Natural Living Foundation LLC

Initial Business Response /[redacted]/
To whom it may concern:
The Natural Living Foundation, provides services for chiropractors and massage therapists in the Denver Metro Area.
We were requested by Gateway High School, to go to their location and perform a "Massage Event" ...

for their staff on May 7th, 2015. In the past, we have had 3 previous massage events at Gateway High School, without incident. At a massage event, we send out our licensed massage therapists to perform a free 10 minute massage for interested participants. After we complete the massage, we explain to them the benefits of chiropractic care, and how we can help them. After explanation, we offer them an introductory package into our chiropractic office, which includes the "Consultation, Exam, 1st Adjustment and a 1 hour massage" for $50.00. If the customer would like to take advantage of this package, we give them a packet of information from the office to be filled out prior to their appointment. Inside of the packet it includes health forms, releases, a business card and a certificate that explains what they have purchased, to avoid any confusion. The certificate explains that they will receive the Consultation, Exam, 1st Adjustment and a 1 hour massage. At the bottom of the certificate it states (Certificate is transferable, but not redeemable for cash. X-rays are not included) This was given to the Claimant. "Please see attached document" We put this on the certificate, as x-rays are not always necessary, or the customer may already have them.

After receiving this complaint, we contacted the Doctor for further explanation.
The Doctor explained to us that from the beginning, the customer was not happy at her appointment. The customer showed up late for her appointment and she did not have the packet filled out, which then in-fact lengthened her appointment. She then asked if she still had to fill out new patient paperwork to be seen. As a legal policy, everyone who is seen in the office has to fill out the new patient paperwork.
While completing the consultation and exam with the patient, the Claimant had explained to the Doctor that she had been in a serious auto accident years ago. Based on that, as well as other exam findings, the doctor made the educated decision that he needed to take x-rays to see what trauma and degeneration had occurred to her spine, so he can adjust her properly without injury. After explaining to her that it was necessary to take x-rays for her protection, she agreed to make payments for the x-rays at a later date, stating that she did not have the money at time of service. The doctor agreed to work with her on payment plans. The x-rays were then taken, and she was scheduled for her next appointment.
This is "not" a bait-n-switch program, as it is not always necessary to take x-rays. Also, the claimant was giving a certificate stating that x-rays are not included in the payment for her package. X-rays will be found necessary or not, during the consultation and exam. In this case, they were in fact necessary due to the claimant's history of spinal trauma.
To this date, the customer still has yet to receive both her adjustment and massage. The Doctor is happy to give her the adjustment, if the x-rays are paid in full. She is still welcome to receive her massage, without charge on any day per her request.
The Natural Living Foundation has been in business for 10+ years and has never received one complaint. We pride ourselves on integrity and the highest standards possible. We apologize for any confusion that has happened with this unsatisfied customer.
Conclusion: If the claimant would like, we will be happy to give a complete refund.
Complaint Response Date bumped because: Holiday