Is This Wording Confusing for Physio Gap Free Visits? (Updated 20/5 with Response from Business)

Lchk on 19/05/2023 - 21:15
Last edited 20/05/2023 - 09:13

Update 20 May

I emailed the clinic overnight and was told "It is limited to one per person, 1 gap free visit". I've replied stating that the offer clearly states "5 gap free"

Just to be clear, their booking system doesn't say "1 gap free visit" despite the response I received from the clinic. It looks like they are focusing on the "limited to one per person" in the sentence instead of the words "5 gap free" to limit the use of the offer to 1 visit which still makes no sense to me, its deceptive if anything whether intentional or not.

Hi Ozbargainers,

I was in need of a physio and I looked up businesses around me on google. I came across one that had an easy online booking system and thought I struck gold when there was an option for "5 gap free physio sessions. Limit one per person, new patients only".

Fast forward a few weeks later, I attended the physio for the second time and the receptionist mentioned the gap free session I booked is only valid for the first session. I pulled up their website on my phone and showed her the sentence above in their booking portal, she initially said it was 5 free gap free visits per physio, not 5 free for each customer but she read it again and thought my interpretation could be correct too. She also said there's limitations on which physio you can see to qualify for that offer. I mentioned that by selecting that option above, it automatically limited the physios available to book. By then it was my appointment time and the physio came to get me and the receptionist said she would check for me. The receptionist advised after my session that it was 1 gap free session for each customer, and the 5 session referenced each physio.

TLDR: "5 gap free physio sessions. Limit one per person, new patients only". Does this mean 5 gap free visits for each new customer? yes, no, maybe?

Keen to get your thoughts if I've badly misinterpreted this?

Poll Options

  • 1
    5 gap free visits per physio
  • 41
    5 gap free visits per customer
  • 2
    No clue
Health & Beauty Physiotherapy

Comments

  • Lord Fart Bucket on 19/05/2023 - 21:24
    +1

    Simple solution: Go to a different physio.

    • chk on 19/05/2023 - 21:24

      Thanks for the advice. I'm just checking my comprehension skills aren't at fault first lol.

      • Lord Fart Bucket on 19/05/2023 - 21:27
        +2

        You're right. And you're well within your right to go elsewhere.
        I would leave a review with the reason as well. Not something spiteful, just truthful, like "was made to believe that i would be receiving 5 gap free sessions, but was charged a gap at the second visit".

        • chk on 19/05/2023 - 21:30
          +1

          this is weird but your comment helped jog my memory. I just remembered during my first visit a few weeks ago that the receptionist told a patient who just came out seeing the physio that this is their 4th free visit out of 5 lol.

          • mbck on 19/05/2023 - 22:01
            +1

            @chk: They could be referencing a care plan visit. Some physios bulk bill these (up to 5). So this would be different to your original post.

            But in regards to your post, the wording seems to suggest that you get 5 gap free sessions.

            • chk on 19/05/2023 - 22:06
              +1

              @mbck: thanks for the insight :)

  • Muzeeb on 19/05/2023 - 22:02
    +1

    Are you claiming extras through private health insurance?

    Maybe it only works for certain funds.

    • chk on 19/05/2023 - 22:04

      yes claiming through health insurance.

      The receptionist saw the rebate from the PHI and commented that the rebate is higher than usual. So it is possible that it's certain health funds which I'm fine with but it wasn't mentioned upfront online or when I turned up, nor did her comment on a high rebate support that? who knows I'm still confused about this whole thing.

  • [Deactivated] on 19/05/2023 - 22:09
    +1

    This is too much for a Friday night

    • chk on 19/05/2023 - 22:09
      +1

      I'll take down the post and re-post monday? I think it was too much for the receptionist and me too to be honest for a friday

      • [Deactivated] on 19/05/2023 - 22:21
        +2

        lol - The receptionist probably wrote it & it should have gone through Legal & Compliance!

  • AustriaBargain on 19/05/2023 - 22:54
    +1

    This sounds like a bit form Curb Your Enthusiasm.

  • bobbified on 20/05/2023 - 01:14
    +2

    Like you, I read it as five gap-free sessions per person. (If it was five per physio, they wouldn't need to spell it out. They'll just deal with that limit internally!)

    I think they're trying to screw so, like others have said, go somewhere else!

  • poboy on 20/05/2023 - 07:40
    +2

    Why would it be per Physio? You don't know how many they have. And why would you go to a different Physio each time? Terrible.

    • chk on 20/05/2023 - 09:11
      +1

      I emailed the physio overnight and received a response this morning. They confirmed it is 1 gap free visit and said "one per person, 1 gap free visit".

      Looks like they are focusing on the "one per person" wording in the offer, I've replied asking what does the "5 gap free" refer to

      Anyway seems like it isn't an issue from my end not understanding their terms. I'll leave a bad review and move elsewhere. I'll also look into lodging a consumer affairs complaint

      • mbck on 20/05/2023 - 09:31
        +2

        Go to ahpra to lodge an advertising complaint.

        • chk on 20/05/2023 - 09:38

          will do thanks for the tip!

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