Healing Hands Therapy Center

Review: My insurance company, [redacted], gives me a VISA card as a supplemental type of payment to be used for various medical services. I paid for services with this company with my VISA Card, unaware that it could not be used for this business's type of service and once made aware by [redacted] Contacted [redacted] in February and early March concerning the problem.

I actually participated in a three-way conversation with [redacted] and [redacted] and the representative from [redacted] stated that the use of the card was in violation of IRS guidelines for its use. [redacted] allegedly understood why the money had to be returned and promised the funds used would be returned. To date, this company has NOT returned one red cent and I am unable to use my medical card because it is locked until the situation is remedied.

[redacted] actually faxed over the forms from the IRS to the company showing them why they had to return any monies I had paid them for any services unused. When I call on my telephone, they must have caller I.D. because they will not answer my phone calls, will not return phone calls. I have health matters that needs to be addressed and I am unable to use my card because this company refuses to refund what I have not used.Desired Settlement: To comply with IRS guidelines they must refund the amount I did not use. I need to use my card. I have instructed [redacted] to contact the IRS to let them know this company is holding on to funds they are not entitled to and I have instructed them to contact the Police for some type of resolution. I want this matter taken care of IMMEDIATELY and am trying my very best to comply legally with [redacted] and IRS guidelines so I can use my card for health purposes. I cannot remember the exact amount I had them charge on the card but I do know it is over $600.00 for prepaid services.

Business

Response:

In regards to complaint ID [redacted] logged on 04/23/14

[redacted] and [redacted] became clients of our clinic after a

motor vehicle accident in December of 2012. We treated them both thru January

2013, as it was covered by their motor vehicle insurance. December 04, 2013 I

received a phone call from [redacted] questioning package pricing for our massage

therapy so that he and [redacted] could return for treatment. After his inquiry he

advised me that he had money left on his insurance fund card for 2013 and

wanted to charge the amount of $590(for a package of 10 massages) to said card.

At that time we did talk about what is covered by HSA vs Flex vs Access cards

etc and I did advise him it was up to him to know if massage therapy was a

covered and an approved expense to charge per his company benefits. This is a

standard at our clinic, as we know there are different rules and procedures

that need to be followed based on the type of medical expense card the client

was using and they should always check with their HR department. Both [redacted] and

[redacted] came in for massage services in December after purchasing the package.

On February 27th [redacted] called into the office and said he received a

notice from [redacted] stating that he could not, in fact, use his insurance

medical card for massage therapy services and

that if we didn’t return this money we would be turned into the IRS by

his insurance company. Perplexed and in need of more information I asked him to

forward us a copy of the letter so that we may best help him in the matter. I

also advised him I would be speaking to the owner regarding the matter. He

requested that I send him an email so that he had our email address so he could forward

said letter to us. This email was sent the same day:

We never received a copy of the letter from [redacted].

On March 7th I received a call from an angry

[redacted], telling me that I did not call into [redacted] and get this taken care of. I

calmly told him I would be happy to speak to them if he provided me with a

phone # for the department which handled this and reminded him that he was

going to send me a copy of the letter. I told him we did not get the letter

from [redacted] so I had no means of contacting [redacted] and had hoped he got it all

cleared up. He went from the usual very pleasant [redacted] to very intimidating and

forceful on the call acting as though I had purposefully not called and handled

this for him. I simply took information from him, and called the phone # he

gave me. I spoke to a woman named [redacted] from [redacted] spending accounts

department. She explained to me that the reason for the denial of coverage for

his spending card purchase at our clinic was because he failed to follow the

guidelines laid out to him when he received the card for it’s use. She also

faxed a copy of the letter he was sent in January(which is attached). This

letter was simply asking him to follow the card use procedures and provide them

with the necessary information. Because I

wanted to make sure we were all on the same page, I requested [redacted] to

conference [redacted] onto the call with us to explain to him what she was

explaining to me. At the conclusion of the call I was clear what all of the

options were and told [redacted] I would

speak to the owner to see how we would proceed. I made no promises to refund

money, as I am aware of our refund policy, but rather said I would be taking

this information and his request to the owner. After relaying the information I

suggested the owner call back to the insurance company herself to verify all of

the information was correct to be sure there wasn’t anything else we could have

done. [redacted] spoke to [redacted] at [redacted] on, I believe, 03/12/14 (call

reference # [redacted]) and confirmed all of the information. There were

three options including 1)[redacted] getting a referral for massage therapy from his

doctor and then re-submitting the charges(which seemed the easiest and most

clear cut to me). 2) pay the unused portion back to the insurance fund. 3)[redacted]

to file offsetting claims(which again if other medical expenses needed be taken

care of this would could have also been easily done).In an effort to help him get

this cleared up with [redacted], I sent the following email on 03/13/14:

After sending this email to [redacted], we did not hear back from

him until April 23rd when he left a voice mail telling us that we

did not put the money back onto his insurance fund card and he was going to

have to take things further with [redacted], the IRS and/or the Police. He also

said on the voicemail he was calling the owner( who’s direct home phone # is

listed on the office voicemail message). He called and spoke to [redacted] on

04/23/14. She was at home and since so much time had past she asked that she

would review the information again quickly and get back to him and within 2 hours

he filed this complaint, before she even had a chance to call him back. [redacted]

spoke with [redacted] here in our office on 04/28/14 and requested that we send him

a check to his home to resolve this issue. [redacted] then called the owner at home and left

another nasty message stating that no one was responding to him, that we were

unprofessional and that he was going to continue to do things to hurt our

business, like report us to Revdex.com (which he already did) as well as any other

reporting agencies. As [redacted] has been

very nasty to the office staff, and we are in great standing with the Revdex.com, the

owner felt it best to let the Revdex.com work with this gentleman.

It appears that

despite [redacted]’s efforts and three office staff members of Healing Hands, [redacted]

does not understand the use of his card and what he needs to do to remedy his

situation. Healing Hands can not pay

back [redacted] debt to [redacted], this is something [redacted] needs to follow through with

on his own. Per [redacted], Healing Hands

has no obligation to [redacted] or [redacted].

Our clinic does have a no refund policy. Credits, packages,

and gift certificates never expire at Healing Hands, as per Wisconsin State

Law. They may be shared between friends

and family, and they may be used to make other purchases at the clinic. We do everything we can to help clients with

any insurance benefits they have. The amount of credit on the account remains

at $450.

If more information is needed please do let us know and we

will be happy to help. It is not our intention to end up with unhappy clients,

as our history shows ,customer service is an integral part of our business that

we take very seriously.

Thank you for your consideration and review of this matter,

Consumer

Response:

This place is awful. I recently injured myself and required immediate assistance because I could not lift my arm higher than my shoulder. The receptionist assured me they would able to fit me in so I could be on the path to recovery. Even thought I had to leave work and hour early and forfeit pay, I took the last appointment they had available (5 pm).
When I got there (15 minutes early) I filled out all their paperwork only to wait. wait and WAIT. Until it was 5:20 when they finally notified me that their therapist called and said she had to cancel and they had nobody else available. EVEN THOUGH I JUST SAW A THERAPIST WALK OUT THE DOOR...[redacted] WHAT A UNPROFESSIONAL JOKE. DON'T USE OR SUPPORT THIS HORRID PLACE.
To top it off the receptionist only offered me an insulting $10.00 - $15.00 off a service which I had zero confidence they would actually fulfill tomorrow night. Hearing all that, after being in searing pain all day was just insanely insulting on top of being unprofessional and unreliable.
I would NEVER recommend this place.