New Balance Chiropractic

Initial Business Response /* (1000, 6, 2015/12/04) */
In mid-November, client *** *** contacted me, Erica F*(office manager) regarding a letter she received from her insurance companyIt indicated that they had paid the clinic for her Aug21st visitWe were initially confused about
this notion, as they had not designated that we were to receive payment for the visit when we checked through their system, which is why we had the patient cover the cost at that time of visitOnce I was notified of this situation, I searched all of our records and could not find any statement reflecting the aforementioned client or any received paymentsI had tried a couple of times that week to contact *** *** ***(insurance company), however, with long wait times as well as myriad other
activities within the clinic, I had not been successful in speaking to a representative
The client had called again, saying she re-confirmed with the insurance company that we had received the paymentI had asked the owner of the clinic, Dr Jarrah, who currently resides in the USA to help me track down this apparent missing record, as she is the one who has first access to any payments/statementsSubsequently, she found the single statement that had been misplaced, and I informed as well as apologized to the client for the delayed correspondenceEarlier in our discourse, the client indicated she would use the money towards a credit for future visitsShe then changed her mind and requested a refundBecause of the complexity of the situation, I let her know
that I would have to address it with the owner of the clinic on how to go about giving her a full refundAfter conversation via email, the owner authorized a full refund of $to the client either giving her the option of cash or returning moneys to card usedAt this point, I had written a reminder to myself to contact the client and inform her of the solution, but had not yet been able to do soDuring this time (about a week since our last conversation) I had not received any
further contact from the client, and she had shown no signs of discontentment, only an eagerness to have the issue rectified, which is understandableWe only wish we had known she was upset, as I can
assure you we intended to find a resolutionWe contacted the client on December and relayed to her that her refund can be picked up at clinic, which in turn she was satisfied with
Initial Consumer Rebuttal /* (2000, 8, 2015/12/04) */
The business has contacted me since I filed the complaint, and have located the missing payment from *** *** ***They have agreed to refund the $