Complaint Review: Aurora Family Care & Chiropractic

Business of Complaint:

Aurora Family Care & Chiropractic

3250 W. Pleasant Run Rd. #130

Lancaster, TX75146

To Whom It May Concern:

I am writing to request assistance in mediating a consumer complaint that I have suffered a great deal of frustration and financial burden over. My complaint is regarding a refund request for services not yet rendered by Aurora Health & Chiropractic and its constituents.

I contacted Aurora in April 1, 2013 to seek services for my chiropractic care and services. While on a leave of absence with my employer, I was treated by their doctors 2-3 times per week for manipulative therapy. I was originally informed originally informed by Dr. Schormoski and the office manager: LeAnn that my insurance provider would not approved sporadic or weekly visits. Therefore, why would it be okay to render services to me 2-3 times a weekly, resulted in a $35/co-pay and insurance claim per visit. I informed Aurora's staff that the $35.00, 2-3 times per week while on short term disability was too excessive; they offered to reduce my co-pay to $25.00. I agreed to the multiple weekly treatments.  

During this period, the office manager: LeAnn and assistance: Brandy solicited me with an interest of purchasing coupons to receive a 1 hour full body massage for a mother's day special, and that I would only have until the 1st week of May to purchase these coupons if interested.  On April 25th, I informed Dr. Schormoski and assistant: Brandy; that I would have to discontinue my visits due to the scheduling conflicts with my work hours. I explained that my primary care physician was releasing me from her care; and that I would be returning to work. I further explained that Aurora's office hours were the same as my work hours (9a-6p/M-F); which conflicted with my schedule. More so, my commute is an hour longer. Therefore, I would not arrive prior to 7pm. The doctor as well as the office assistant immediately suggested that I continued my manipulative treatments on Saturdays once per week. I then mentioned that I was originally informed by Dr. Schormoski and the office manager LeAnn that my insurance provider would not approved non-sequential treatments.  I was then informed by the doctor and front desk assistant: Brandy, that it would be okay if I continued once per week. It was at that very moment that the integrity of their company and its financial gain was in question for me.  Brandy continued by asking when would, I like to schedule my first Saturday appointment and reconfirmed to her that I was discontinuing my services and I would contact them if needed.

At that time, Brandy immediately asked me (again) if I wanted to take advantage of the Mother's Day special that they were running for a full body massage for a 1 hour session in the amount of $30.00/each. I will not deny my attention was immediately captivated. I replied by saying that I will take 2 which would be a total of $60.00. I then seconded my decision by saying aloud, "This will not work because I work from 9-6! Monday – Friday." Brandy replied, "We are open on Saturdays." I proceeded with the understanding that I was able to make appointments on Saturdays for a massage therapy. I then asked, what is their next available appointment and was advised that the calendar was not open for scheduling. I was encouraged that I had 6 months to redeem the Mother's day special coupon. I received the coupons and left. Just as I got into my car, I decided to call back in to the office to retain some additional information. I spoke with Brandy and asked for their business hours on Saturdays, so that I can set up an appointment with the massage therapist. Brandy then told me that they only have 1 massage therapist and she does not work Saturdays. I informed her then that my purchase for the coupons/gift certificates would not work for me and that I would need a refund. At that time, she informed me that the coupons are non-refundable, either I or whomever I choose to gift them to has 6 months to redeem them. 

After some time passed, I called Aurora's to try and make an appointment and was informed that there calendars were booked for a month and a half or so. They re-assured me that I had 6 months to redeem my coupons/gift certificates. Brandy explained that I can continue calling to see if anything was open or if there were any cancelled appointments. I then requested to speak with the office manager: LeAnn to request a refund. I was informed that she was unavailable and would return my call. I never received a call back. Approximately a month passed, and my mother made an attempt to redeem her LATE Mother's day gift. She too was informed that the schedule was booked for weeks to come and she could set a future appointment. My mother found this to be inconvenient and non-beneficial to her schedule and returned her gift certificate to me. I made another attempt in June to see if there any appointments available. Yet again, I was offered to schedule an appointment for more than a week away. Finally within the month of June I called to speak with the office manager LeAnn. I informed her that I wanted a refund and that I was dissatisfied with their lack of availability to schedule something within reason or convenience. I informed her that I wanted a refund. Yet again, I was informed that my inquiry would be researched and that someone would call me back. 

Today August 6, I called to see if they had any appointments available. I was informed again, a week out. I informed Brandy who answered the phone that I would like a refund. She informed me that she was unable to make that decision and transferred me to LeAnn. I shared my same complaints and concerns with LeAnn, whom informed me that she was unable to provide a refund to me. No matter how dissatisfied I was as a customer or that the fact remained, that they would never be able to render services to me due to our scheduling conflicts - I was yet still denied a refund. I then asked LeAnn who the owner of the company is? She informed me that the owner's name was Wendy. LeAnn transferred the call to Wendy. 

Wendy came to the phone line defensively with inaccurate information, assuming that I was attempting to use expired certificates when the factor was the timeframe remaining and the inability to schedule anything surrounding my availability. I then went on to explain everything noted above to Wendy (last name refused) and she began to justify how or why she is not able to refund my money and justify the actions of her employees. When I informed Wendy that I was not interested in the justifications beyond trying to resolve the matter at hand, she yelled, "IF YOU WOULD JUST SHUT UP FOR A MINUTE. YOU ARE FRUSTRATING ME! I'VE BEEN LISTENING TO YOU TALK FOR 10 MINUTES AND YOU ARE VRY FRUSTRATING!" I became extremely offended! Never had I been so, disrespected, down-graded, manipulated and verbally abused by a business who has literally stolen money from me! "Did you just tell me to shut up?" I asked! "Yes! You are frustrating me. You just keep talking and talking and you won't shut up!" replied Wendy.

I immediately informed her that, she failed to mediate a business complaint and obviously do not have the staff or availability to schedule an appointment for my "the customer's" convenience in order to render services that I have already paid for and do not foresee the ability to use. I informed her of my intention to reach out to take other actions. At that point she decided to apologize but still justified her actions by stating that I was really getting on her nerves. 

It is not acceptable for a business to steal from the consumer by denying me the right to a refund when there is a conflict of interest due to non-rendered pre-paid services. I am asking for a full refund immediately in order to resolve this matter. Additionally, I would like for my funds to be returned electronically to my checking account used to purchase the gift certificates. This business will pretend as though they have a no refund policy for the buyer who purchases these certificates. However, the disclosure on the certificates state that they can not be redeemed with cash. I am not trying to redeem them in cash. I am requesting a full refund as the original purchaser having proof of purchase. I am asking for these funds to be returned to my debit card that was used at the time of purchase. I will not allow this business to claim that their schedules are full, in order to delay my ability to use their services; mean while my certificate expires and they keep my $60.00. At this point, I refuse to do business with them or have their services rendered after having the owner to yell at me and tell me to SHUT UP! This is no way to treat a customer/patient. 

We all have been "Consumer Jacked" by our small local businesses and/or corporations that have been surviving by thriving off of the livelihood of their low, medium or upper class consumers. Obviously, economic hardships have effected us all!

I believe that places and situations as such should be reported in order to shed light on the consumers voice. Customer service is at its all time low, and it's because too often the customer has to thank the business instead of the business thanking and appreciating their customers.

I would like to thank you in advance for your lending your eyes, ears and your voice!

Thank you