I put in a call to back to health chiropractic to return after two pregnancy losses and a pregnancy and birth that left me hospitalized a majority of the time. I initially was informed they had moved and were at a new location. I was not happy about this as Worcester was already a haul from Whitinsville and shrewsbury was even further. In addition the chiropractor I formulated my care plan with no longer worked for them.
I initially put in an appointment and my son ended up getting a head injury that caused me to miss it. They rebooked me without asking, then I called to ask to verify exactly what I had on my account as I knew it was a substantial amount. I asked them when I booked the original appointment and they told me they had to ask billing and they'd call me back. I asked them again when I cancelled, same response. The. I placed a call Monday 5/6/24 solely asking for the balance, and they said the system was down they had to restart they'd call me back in 5 minutes, at 4:27. One hour later I call back, and am again told billing has to call back with that information.
Today 5/8/24 at 9:34 am I receive a phone call informing me $981 is remaining in my account. As I begin to request that money be refunded, they interrupt me "they don't usually give credits back" to which I respond "you have to return credits for services not tendered, and not under the main agreements of my care plan, you guys have moved and no longer have Dr Serena" at which point I was asked by Christine "are you done?" In disbelief I sat in silence on the phone for 30 seconds and she rudely began to say "as I said we don't return credits" and I responded "that was a completely inappropriate and inflammatory way to respond, unbelievable." to which she hung up on. I attempted two call backs at 9:36am and 9:43am which went unanswered.
Dr Serena is amazing. She made me feel so comfortable and I adored her. Where as the couple times I saw Dr. Cotter years ago he didn't. Back to health always had substantial staffing from my first appointment in 2014 with their original owner, up until I saw Dr Serena. Now it is just Dr cotter.
For lack of response and productive communication I am forced to put in a small claims case at Worcester courthouse, and I have written this complaint so that no one has to endure what I am at this moment with this office. read more