Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son is 12 & diagnosed last year with ********************** He was diagnosed by a Neuropsychologist with Children's Mercy. We have gotten to the part in his remediation to address the dysgraphia (disorder of written expression). When I spoke with Focus Therapy, they assured me on at least 3 occasions that "everyone" had specialized training in Dysgraphia (something I knew was needed) and specifically checked regarding the therapist and the examiner. When we got to the appointment, they wouldn't look at the Neuropsych report and did the evaluation themselves. It was apparent from the report that the evaluator did not have additional training in dysgraphia. They withheld the report from myself & the Neurologist until the official referring physician (one of the two places I originally contacted required a ******* doctor to refer, so we had his Pediatrician send the referral). Once they got the form back from the referring physician they stated that the referring physician signed off agreeing he didn't need therapy and washed their hands. We had one call where I shared my concerns (I was respectful) and a follow up email where they provided a "new" report that was simply the old report & then after my concerns. Neurologist saw the report & said that it was not accurate & that we needed another evaluation. I've asked in 10 emails & more than 5 calls for what additional training the evaluator had so we don't have this happen again. I also have a $13.?? balance I've agreed to pay once they give us the information. They will not respond & have started hanging up when I call (before saying anything) or if someone new answers they take my message & never respond. We would like an answer as to what additional training the evaluator had & re-submission of the $13.?? through SUFS so we can get it paid (it's a state scholarship and it timed out waiting for a response). Would like response from company and billing adjustment OR them to resubmit invoice to SUFS for approval.

  Business Response

  Date: 11/21/2023

  The mother of this patient has received many hours of our time before, during, and after the evaluation.  Prior to the evaluation, she asked if the therapist who would be completing the evaluation was certified to treat dysgraphia.  It was explained to her that all therapists at our facility are trained and licensed to work with children with this diagnosis among many other disorders that affect motor skills (use of muscles and movement for both small and big activities), bilateral integration, social skills, cognitive skills, sensory processing skills, visual perceptual skills, communication, play skills, self regulation and coping, as well as feeding and eating.  This parent was able to speak with the therapist directly prior to receiving the evaluation for her child and was able to ask any questions she may have, free of charge. The parent also spoke to the therapist on the day of the evaluation, before and after her son was tested.  Upon receiving the evaluation report, the parent did not agree with the findings in the report.  She spoke to the therapist again, the office manager, as well as the owner of the company.  It was explained to her that this report is a reflection of the healthcare provider's professional opinion.  If she does not agree with the medical reports findings, she is more than welcome to get a second opinion from another licensed and certified occupational therapist.  She stated to the owner of the company (myself) that the report was inaccurate.  I asked her to email me the parts of the report that were inaccurate.  She responded in email with a copy of the medical record with her corrections typed in red, on the report itself, none of which were factual inaccuracies but instead her opinions.  This was then attached to an email and sent to the referring physician as promised.  She has since contacted our office more than 10 times.  There is a balance due of $13 which she refuses to approve for her son's scholarship to pay. Our therapist's report stated that the child does not have the medical condition that requires treatment so occupational therapy was not recommended.  We can not falsely diagnose a child and provide treatment if, in our medical opinion, the child does not need therapy for the stated condition the parent feels is necessary.  We have written off the $13 patient balance at this time.  We request that the patient's mother please stop harassing our office staff.

  Customer Answer

  Date: 11/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It implies that she did not have specialized training in dyslexia, but the standard training that all therapists have (which is not sufficient to truly understand dysgraphia). That was the question I have asked and do not understand why it couldnt have been answered in one of the 10 emails Ive sent and multiple messages (once speaking directly with ******, their billing specialist). SUFS, the scholarship fulfillment organization suggested I continue to reach out to them until they responded. I did file a complaint against them to SUFS as well, as I find it inappropriate to not respond when they received confirmation from the official referring physician (Neurologist *****************) that their report was not accurate (see attached which included both Dr ******** response as well as the email thread where I reference attaching it. I do find their business practices unprofessional and encourage them to research additional training in dysgraphia. While we will not work with them in the future, there is a great need for someone with specialized training in the area and many other children could benefit. 
  

  I will accept this matter if they are able to assure they will not come back and attempt to collect the $13 at some point in the future. I do not want this situation to affect our credit (as we are more than willing to pay now that that question was answered.something I mentioned on several occasions). We would like it in writing, as their response back to you simply stated they have written it off at this time.
  
  *********************