Their business model seems to rely on taking payment upfront and then keeping customers' money by claiming they called to notify customers, even when that isn't true. They then charge the full amount for a missed appointment.
To add to this, they may cancel or reschedule your appointment multiple times, sometimes at the last minute or even after you've alre...
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Their business model seems to rely on taking payment upfront and then keeping customers' money by claiming they called to notify customers, even when that isn't true. They then charge the full amount for a missed appointment.
To add to this, they may cancel or reschedule your appointment multiple times, sometimes at the last minute or even after you've already arrived at the clinic. However, they don't extend the same flexibility to their customers. If you miss an email—even one that ends up in your spam folder—they will still charge you the full amount and cancel your session without informing you.
I also contacted my bank to dispute the charge, only to find out that because they took the prepayment so long ago, I am no longer eligible for a credit card chargeback. This appears to be something they are well aware of. In fact, I was told, "Go to the bank and do a credit card dispute. We don't care." Now I understand why they were so confident.
The only positive part of my experience was Christina, who carried out my treatment professionally and treated me well. Even that only happened after my treatment provider was changed twice and I had to repeatedly push and argue for proper care. Without doing that, I doubt I would have received the level of treatment I eventually did.
Christina was the only person who made my experience bearable, and I feel sorry that she has to work in an environment like this. She deserves recognition for her professionalism because, unfortunately, everything else—from the customer service and appointment handling to the payment policies—was a complete mess.
If they continue treating customers this way, they risk driving away loyal clients and damaging their reputation. Businesses that operate like this rarely succeed in the long run.
To make matters worse, they have been deleting my reviews whenever I post them, which raises serious questions about their transparency and honesty. I will continue sharing my experience through other accounts so that potential customers are aware of how this business operates and can make an informed decision.
Update after the comments below: Your reply contains several inaccuracies.
- I did not cancel an appointment with less than three hours' notice. If I did, please provide the evidence.
- Throughout my treatment, it was your clinic that repeatedly changed or cancelled appointments, not me.
- My first therapist burned me during treatment, and you provided a replacement session because of it also because she left.
- Christina was the only therapist I was happy with. She was professional and the reason I continued treatment.
- I have already acknowledged that your email went to my spam folder. However, I have seen no evidence that you called or left the voicemail you claim to have left.
- When I called to resolve the issue, your receptionist was dismissive and unwilling to consider any solution. I was effectively told by her to do whatever I wanted when I said I would dispute the charge with my credit card provider.
I won't be returning to your clinic. I've found another provider that treats customers with much more respect. Christina deserves recognition for her professionalism, but unfortunately the clinic's customer service has lost my trust.
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