thejoint.com

I hate writing negative reviews

I hate writing negative reviews, but I have been left crying from crippling pain at the hands of the Joint. I have been dealing with an ongoing 2.5 years of mix-ups over the number of visits I had left after buying a package in 2019. Each time the Joint has lost visits that I paid for in the ridiculously MESSY tracking system, the burden of proof has always been left on me. I have been given the miserable run-around numerous times. I still have visits from the package I purchased that I have been unable to use.I have tried with reason and grace to work this out with the Joint on MANY occasions. My experience with management has been a NIGHTMARE. There is high turnover with the management team. When you finally get through to an elusive manager, there is a lack of follow-through, and particularly, if you must deal with the Joint’s Area Manager for South San Diego, Brian Franzen, you might be treated dismissively, rudely, and abruptly refused service without a referral. It took multiple requests to get a response from Brian Franzen. When he finally responded, he did not take the time to listen with empathy and investigate the errors. After speaking with him, I realized I was going to need to find another chiropractor service, however, the pain was pinching and making me cry. I could not work, and it was difficult for me to walk short distances. I needed to get some relief, so I decided to pay for a monthly membership for a couple of months while I transitioned to another provider. On 7/14/22, I went to the Joint to sign up for the monthly membership. Throughout this visit, I was not loud or rude, I was polite and spoke factually. Sabrina listened politely and even asked me if I bought an “end of a year deal” and she confirmed that those packages have gotten messed up for other clients. She was kind and professional. I stated I just wanted to move forward at this point and that I was never buying a package again, but I needed to get in because of my back pain. At that moment a male came charging forward and said I was wrong and that I have no more visits left. I asked him if he was Brian Franzen and he confirmed. I said to Brian that I still disputed his version, but I was in pain and needed to be seen by a doctor that day. I know that there has been a lot of management turnover. So, I asked him how long he had been with the company. He said, “3 months.” I would have given him some grace, as the issues have been going on for over 2.5 years, however, he then abruptly moved in front of Sabrina and said in front of a full room of patients, “You know what, we are refusing you service.” I did nothing wrong, and I have been a loyal Joint client for 7+ years, yet I was being thrown out for the Joint’s mistakes! After this treatment, my stress and pain have increased significantly, leaving me bedridden.I would NOT recommend buying large packages of visits. Packages are supposed to be good for 5 years from the date of purchase, but The Joint’s system of keeping track of these totals is with “notes” by the front desk that get “lost” all the time. You might come back and find the visits you paid for have disappeared. It’s a huge hassle to get it sorted. Also, you can’t come in and just click your key fob. Staff will fumble searching for the package notes, and meanwhile, there could be many people that came in after you arrived, but they will get to go ahead of you. If the staff that day can’t figure it out, you will get turned away until you can track down someone that can sort the system’s mess out. It could leave you feeling frustrated and suffering with more pain and stress than you came in with. Also, if you switch from a monthly plan to a package plan, they might count visits that should have been part of the monthly plan and take them from the package plan, as they did with me. It’s a CHAOTIC MESS and they put the burden on you to figure it out even though it’s their errors.

Date of experience: Jul 22, 2022