Do not have treatment with them
Do not have treatment with them as they will harras you for money and cancel your sessions without your consent. Urban body do not know how to be a professional business. They clearly do not understand that it is unprofessional to ask for further payment for sessions already paid for and when I pointed this out and did not allow them to walk all over me they quickly confirmed I was right and that my sessions could go ahead. However, they clearly were not happy I had not bended to their will as only the next day all my sessions were cancelled at short notice and they did not want to continue to support me within their clinic. All I will say is that if you are happy with a business that will drop you without a moments notice when you stand up for your consumers rights then go for urban body, if not stay away from them at all costs as they are an unreliable business which will try to take as much from you as they possibly can.
This clinic has treated me unfairly by cancelling all of my sessions, including sessions I had booked that day and telling me they 'no longer felt they were the right clinic to help me' giving me no explanation as to why that was the case and what had changed from the day before. As just the day before they agreed via email that all my agreed sessions were to go ahead as planned and that no further money was needed as I had already paid up front.
Prior to this, they tried to change the price for pre paid sessions, which had to be paid up front, asking for more money! Then the day of my appointment they said due to my other medical diagnosis, which they have known about for a long time, they need a doctor's note or else I cannot have my treatment as they claim it's not safe.They also tried to charge me for a part of the therapy that was part of the package they offered and later claimed these were only included as a gesture of goodwill.
This is shocking and a very poor way of doing business when offering services to unwell or chronically ill individuals. I felt justified in raising a formal complaint when I received an email asking for more money for sessions I had already paid for well in advance. I was also told out of the blue that what they classed as 'complementary sessions' were now being removed from my package and if I wanted to go ahead with the sessions I had booked in advance they needed further payment.
This caused me considerable distress as a vulnerable adult, so with support from my mother I was able to stand up for myself. I later spoke to a manager from urban body who spoke to myself and my mum and she confirmed my sessions could go ahead as originally planned without further payment and confirmed this in writing via email. I felt the issue was resolved and I was happy that I was heard and my sessions could go ahead as planned. However, the very next day, the morning of my appointment, I received a call, from the same manager informing me very last minute that they need a doctors note. Understandably, I was upset this was being mentioned on the morning of my appointment as there was no way I could get a doctor's note for that day (realistically it takes at least 2 working days for something like that). Also it seemed very convenient they were asking this the day after my complaint had been resolved. I waited to hear from them but instead they decided without my consent or without any discussion to cancel all my my remaining and future sessions which completely contradicted the email which was sent to me the day before.
This issue has not been resolved and ultimately left me having last minute cancelled treatment from them as well as a high amount of lasting stress, distress and trust issues for any future medical treatment I will have to pay for due to how healthcare is in this country. As a young adult in her 20s with multiple chronic illnesses it's terrifying that businesses can get away with these things especially when claiming they want to help people. When in reality like most things these days it's all about money.
