True Health and Fitness

Review: I had purchased a promotional "Groupon" for True Health and Fitness. The purchase was $29 and was for a 60-minute acupuncture session. As Groupon offers, this purchase was a gift. I had given this gift to my mom who frequently has back discomfort (thinking this acupuncture might be a solution). Upon receiving the gift and setting up a consultation with True Health and Fitness, it was made very clear that my mom has great apprehension about any needles being used on her. [redacted] the acupunturist, advised my mom that without being committed to the process and utilizing the needles, the service was virtually useless, and that she would refund the Groupon. Now after contacting her, her business, and Groupon, she is unwilling to refund me. The groupon itself even states that there is not expiration date for the purchase price of the promotion - so there is not validity to Ms. [redacted] refusing/refuting the refund.Desired Settlement: $29 full refund for services not rendered.

Business

Response:

TRUE HEALTH and fitness Acupuncture & Chiropractic

July 25, 2013

Dear Revdex.com of Western Pennsylvania,

This letter is a response to complaint ID [redacted]. This groupon customer scheduled an appointment months in advance. When the customer arrived for her appointment I asked her to fill out an intake form, which includes our privacy policy and consent to treatment. However, the customer refused to sign the consent to treatment form and therefore we did not go through with the consultation or treatment. Therefore, she cancelled her appointment with less than 24 hours. As our cancellation policy states, any patient who cancels with less than 24 hours notice is responsible for payment in full. In this case, the "payment in full" was the $29 groupon. That two-hour appointment was reserved especially for her, and because she cancelled with less than 24 hours notice, I could not fill the appointment to make up for her cancellation. She stated that she would like a refund, and I told her to contact groupon to see if a refund was possible. At no time, did I state that I would issue a refund. Please contact me if additional information is needed. Take Care, [redacted], [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear Ms. [redacted],

This message is a rebuttal to the response I received on Wednesday July 31, 2013, pursuant to complaint ID [redacted].

Attached you will find a copy of the Groupon that was purchased for a Consultation AND 60-minute acupuncture session at True Health and Fitness located in Greensburg, Pennsylvania. Attached is also the pamphlet that was given to me when I met with Ms. [redacted] for the initial consultation.

I want to first note that nowhere on the Groupon, nor in our conversation to set up the appointment did Ms. [redacted] indicate that the Consultation and session were at the same time. It was my assumption (and a very reasonable one) that the consultation was needed to determine if the procedure was right for me, and/or to determine why I would be receiving the treatment (True Health and Fitness contends that acupuncture can treat a magnitude of medical problems as documented on the back of their acupuncture pamphlet.) If I were not told about any cancellation policies at the time of my appointment setup, how was I to even know that such a policy even existed?

During the consultation, I expressed my misgivings about the treatment procedure and Ms. [redacted] herself told me that if I weren't "fully committed" to the procedure, then its effects wouldn't be evident Never did I "refuse" to sign the consent form, but rather since we had decided the procedure was not right for me, there was no need. I right then and there inquired about a refund, and Ms, [redacted] (falsely) directed me to contact Groupon to do that. After contacting Groupon, it was correctly determined that only the business with whom the Groupon was purchased can issue the refund. The fact that Ms. [redacted] admits to telling me to contact Groupon is evidence that she believed a refund was warranted. Never once did she refer to any cancellation policies to refute my initial request.

I did in fact arrive and meet for the consultation, so therefore no "24-hour cancellation" was necessary. I find it incredibly dishonest that True Health and Fitness would try and use that technicality for reason to not issue a refund. The Groupon itself also states that the $29 paid for the voucher "NEVER EXPIRES", so any statement by Ms. [redacted] that time is a factor in this is simply yet another mistruth.

Let is also be noted that since the initial complaint to the Revdex.com regarding this issue, True Health and Fitness has "coincidentally" began a makeover of their website. Therefore leaving it impossible to refer to any website/wording to find faults in their refusal to reimburse me.

While I am certainly deserving of a full refund, this issue is more about the principle and the poor business ethics and lack of integrity that has been documented by True Health and Fitness, and something that needs to be addressed and rectified as to not impact future customers like myself.

Please feel free to contact me for additional information as I am committed to holding True Health and Fitness to ethical and fair business practices.

Business

Response:

In response to complaint ID [redacted]:

As stated on the Groupon Voucher that was included in the most recent

correspondence. The restrictions that apply to the Groupon voucher clearly

states that Groupon is in charge of issuing a refund of any Groupon that is

purchased. The rules on the voucher state that:

“Redemption and Refund

Redeemable only at True Health and Fitness for the goods or services listed

above. If the merchant refuses to honor this voucher because the promotional

value has expired or for any other reasons, Groupon will refund the purchaser the

amount paid. Period.”

Any refund of a Groupon Deal must be issued by Groupon.

As recommended to the Groupon voucher holder on Match 19th, 2013, the

customer should attempt to resolve this issue through Groupon.

Sincerely,

[redacted], LAc