ComplaintsforAbundant Living Neurofeedback & Counseling LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a consultation at Abundant Living, where they suggested a nutrient panel blood test via Spectracell. I paid $723 upfront, which included the blood kit and a $75 follow-up appointment. I completed the blood work (2/27/24) and had a Zoom call on March 21st. They mentioned a rare genetic mutation and assured me they would send all the discussed information and supplement details by March 24th. Despite multiple follow-ups, I faced continuous delays and excuses. When I called the office two weeks after the promised date, they shamed me. On 4/8, I received a document that lacked a recap of our conversation and contained generic information from ******. My mom, who split the blood work cost with me, contacted them on 4/29 to request the promised information be sent to me. They disclosed my health information to her without my permission. They sent supplement and health information to my mom via email, not me, and promised to call me, which they never did. When I called, the receptionist repeatedly asked for my questions and refused to let me speak with ****** I insisted on a call with ****** which they scheduled for a Monday at 3 pm. She didn't call, and after more delays, I finally spoke with her for 15 minutes three days later. They then charged my card unauthorized for this "appointment." After further delays and lies they said the supplements had arrived in ***** 6/20 and were being shipped to me in ******. I still hadn't received them 7/5, so I contacted the owner, expressing my frustration. She directed me back to ****** who assured me they would arrive soon. I requested a refund, which ***** promised by 7/9. I finally received the supplements on 7/12, with a shipping date of 7/10. Abundant Living over-promised and under-delivered. They violated my privacy and HIPAA, lied to me, and refused to speak with me directly. When I reached out to the owner, she dismissed my concerns, stating I had received the supplements and not sure what else I wanted.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/06/2023 I had a brain mapping EEG performed at this clinic. Within the cost of this procedure a comprehensive follow up appointment to explain the results was included. On 11/08 I went to the follow up appointment, and was shown a video explaining what paperwork I would receive and a brief overview of what to expect. When I met with the practitioner many of the pages that I had seen featured in the overview weren't included in my packet of information, including the actual brain map, and the overall summary. The information packet was supposed to be 17 pages, but mine was only 11. I was told that there was "artifact" on one of my brain waveforms as an explanation as to why the actual brain map wasn't included. I have been trying to get my questions answered since but have been unsuccessfully. I had a payment of ****** that I had expected to be withdrawn on the 8th, but it wasn't attempted to be drawn until over 10 days later, after I thought I'd been discounted due to the inaccurate and incomplete information I received. I am still asking for a partial refund, but I can not resolve this with this merchant. I did not receive anything near what I paid for, which was a brain EEG. The information discussed in my follow up was primarily the information I had provided on the initial questionnaire. I uploaded my last texts, which included an email I had sent to the office manager with my questions. I have contacted and filed a dispute with my debit card as well

  Business response

  08/05/2024

  I received a letter from the BBB recently saying it was a final attempt to reach me.

  My apologies but this is the first written communication I have received at my office.  My manager was out for surgery two weeks ago and I have been getting information from her about this client to submit a complete response.  She handles financial receipts which I was able to gather all today.

  **** came into our office last year saying she wanted to get better as she had lost her nursing license and wanted to try to get it back.

  **** presented somewhat disheveled and had very large dread locks/braids. She saw both the pre-consultation videos and then I spent at least an hour with her listening to her story and telling her how we could help. In spite of her appearance, I gave her the same respect and care I give every client.

  In that consult which I do at no cost, she told me she was forced into retirement as a nurse because she had a breakdown in 2013. She claimed it was because "police took her into a desert and threatened her life." She said they took her to ICU for her breakdown and she was homeless after that and surrendered her license.  She later told my manager she lost her license for stealing drugs from the hospital where she worked.

  She said she had been clean from drugs for a year.

  She said meds don't work well so she wanted help with Neurofeedback.

  She explained she was sexually assaulted when she was homeless adding to trauma.

  She said her sister just passed away 3 weeks previous from chronic illness. 

  She said she had been in ***** since July but family lived in *******

  She said she works part time with Enterprise and noted to staff she could not work full time because of her weight issues.

  She felt stuck. She explained she felt like her body weight protects her, which is normal for abuse victims.

  She told me about sexual assault in the '90s also. EMDR helped.

  She just got a CPAP for sleep but needs help with Anxiety, Panic, Depression, low energy and drive, and her short term memory was getting really "iffy."

  Honestly after recalling all these details I remember she was my last client of the day and I took more than an hour.  All this I do at no charge to help people understand what they need and get a detailed baseline of their symptoms.  I was more than generous with my compassion and my time in spite of the fact she looked like she was struggling financially and we are a cash pay office.

  We set up the qEEG appointment which we call brain mapping. Because of her hair my manager personally did the brain map because we knew it would be hard to get a clean read. She was instructed to come in with freshly washed and dried hair, which it wasn't so my manager actually ran 2 full qEEGs just to make sure we got a clean read which she did.  There was no artifact in the second map. I get an artifact flag on my brain maps so this is not subjective information. There was none on the second which we did at no charge in spite of the difficulty being a result of her scalp impedance from oil build up. We mentioned none of this to her and treated her with all the respect we do everyone.

  After that she came back to the office for her brain map review with me.  She watched a 25 minute overview video of the map where she received a copy of her brain map and never made anyone aware at anytime any pages were missing. 

  After that she came into my office where I spent at least another hour talking to her and explaining her results. I told her we had to work around artifact but were able to get a clean map.  She never voiced any concerns about that or any missing pages.  My first question is always if they have questions about the video.

  She left pleased and seemed enthusiastic about getting her life back.  She told me in that meeting she was robbed 25 years ago and hit in the head.  She has insomnia and uses over the counter meds, she also has tinnitus, and a low normal thyroid.  Every conversation I have with every client is equally comprehensive, but I spent a lot of time talking to her and explaining how her brain map shows her issues like I do with everyone.

  Because of her financial issues I agreed to allow her to pay as she could as long as we had the full amount for each step of the process.

  So I have receipts where she paid ****** on 11/6, ****** on 11/7 with a different card, and we ran what was supposed to be a final payment with the second card that came back for 2.68.  The 2nd and 3rd transactions both had insufficient funds for what she agreed to as the total for all of the above is ******.  She paid ****** in total.

  I don't know where she's getting her numbers or facts or dates.

  Included in the above service is also a comprehensive assessment process the client does online to make sure we have all their symptoms.  She is claiming this is all the information I gathered but all the above information are notes I wrote in pen myself sitting in front of her.

  I didn't know there was a problem until I saw the ****** review. At that point my manager expressed their were problems with her payments she was trying to get resolved.  

  I reached out personally by text and offered to refund half even though we had done nothing wrong.  I told her I expected she would take down the misleading review in exchange. She refused the partial refund I offered basically as an attempt to just resolve the issue.  It was not an admission of any wrong doing.  Our reviews are vital to people desperate for mental help and it is worth it to me to keep someone from being a hinderance to their care. 

  As it stands all of her allegations are false, if there was a problem with missing pages she never said a word, and she's asking for more than she paid with incorrect payment dates.

  I assure you all of the above was worth ****** and will not be refunding any money as she received more than most people do because of her hardships.

  Please accept my late response, again I have only received one letter in my office and that was the final letter marked July 10, 24.

  For questions please call me personally at ************ or my manager ***** at ************, our work number. 

  I hate disclosing the sensitive nature of any client for any reason.  I have done so to illustrate the time and attention I took for her case.

  Thank you and best regards.

  ******************;

   

  Customer response

  08/06/2024

  I am rejecting this response because:   It's not true, it is disrespectful and slander. This person who is supposed to be in the business of helping people shows their true nature in the tone of their response. I will not lower myself to their level. Thank you 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I completed neurofeedback a couple weeks ago after completing 20 sessions (2 every wk), I paid a total of $3350 out of my own pocket since insurance doesn't cover it. My main reasons for seeking this treatment was to get me off of my medication and help depression and anger. At the beginning of the process they gave me an EEG brain scan to see what areas my brain was out of the norm. They were very promising at the beginning and throughout the whole process that neurofeedback would help. They told me I needed to abstain from my medication at least 12hrs prior to my sessions which I did. Each week I had to report to them how I was feeling and answer multiple questions. They initially told me I would start to see results after 4-6 sessions, after I completed 6 sessions I told them I wasn't noticing any difference but they assured me it would just take time and kept me on the same protocol. At the end of my 20 sessions I asked for a refund because I was still dependent on my medication, felt more depressed, and more stressed out. They refused the refund and encouraged me to do my final EEG brain scan to see if there was improvement. At my final consult with Anna, the owner, she showed me my EEG and it showed improvement in one area, the area that improves focus and attention, but the lower areas of the brain showed in worse condition than what I came in with. The EEG showed my brain was in a more depressive and high alert "fight or flight" state. Anna even said she normally recommends another 20 sessions but in my case she did not recommend that and told me to get counseling instead. I asked for a refund again after seeing these results, which confirmed how I was feeling and they still refused and tried to accuse me of taking my medication the morning of my appointments which was not true. I should not be charged when what I went in for not only didn't improve but got worse. The owner Anna would not even speak to me about it.

  Business response

  07/14/2022

  Business Response /* (1000, 10, 2022/06/13) */ The client in question did not give accurate information on certain dosage of medication, even after informing her in great detail that not following our direction and being forthright about her medication intake would skew the possible outcome of her treatment. Inaccurate information was revealed when the client gave our case manager and director two variations on when and how much of her medication she was taking. Client was informed that at 6 sessions, there is generally a decrease in anxiety. Improvements were seen in her brain map results, after 20 sessions, along with behavioral improvements. Client was processing severe environmental stressors and was choosing not to break away from them, even at the urging of our clinic. The last time our office contacted her was on May 12th at 4:05pm, asking if she would like to schedule a call with Anna to discuss the matter. We received no response since that day. Consumer Response /* (3000, 12, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not one thing this woman has said is true or accurate. I'm sickened that a business can get away with straight up lying about someone and get away with fraud. I was completely honest the entire time. My medication usage fluctuated and I told them so. Never did I lie, I had no reason to. I also remember the assistant asking me how much I was taking and I told her morning, afternoon and night. She responded saying I wasn't to take it the morning before a session, I corrected her at that moment and said that was my usage every day except on neurofeedback day, just as they directed me. Never did I take it 12hrs before a session because that is what they directed me to do and I told the assistant so. So I'm not sure why they're saying I didn't follow their directions. As for the other vague accusations, I have no idea what they're referring to. Do not throw your money away here! This woman will go to any lengths to lie and cover up for her fraudulent practice.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩