Complaints

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• Initial Complaint

  Date:27/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I am a parent of a child with autism who was receiving services from T&K Behavioural Services, operated by ***** ******. I am submitting this complaint due to concerning business practices, including:Billing for an extra 30 minutes per session for prep and cleanup without a clearly signed service agreement disclosing these charges. I signed nothing that would inform me of these charges and my son was receiving services for 10 months. ***** admitted in email nothing was signed from me. Vague, inconsistent invoices that do not break down session times or charges in detail.Sessions often ended early, but I was still billed in full. My son, a client with autism, was expected to clean up within his session time yet I was charged for clean-up time afterward.When I raised concerns and requested clarification, I was told by Kalma that its not your money (referring to the government autism funding). Yet I the parent manage these funds.After asking questions respectfully, my childs services were suddenly terminated. This conduct is not only unethical, it has caused emotional stress for my son, who struggles with routine changes. My son never got to say good bye to his behavior consultant and was left without support and no other options all because his parent asked about billing. The services were paid for using public funds from the BC Autism Funding Program, which makes this issue not just personal but of broader public interest.I am seeking accountability for these unethical billing practices and her retaliatory termination. I would appreciate if the BBB could review this matter.

  Customer Answer

  Date: 28/06/2025

  T&K was paid directly through the ministry. They were paid with my son's Autism Funding. 

  Business Response

  Date: 15/08/2025

  Thank you for your concerns.  

  Prior to beginning any services at T&K, families are provided with a parent handbooks which outlines all our guidelines for services and ********.  Following this, there is a face to face or virtual meeting with families to answer any questions they may have.  Should they agree to all the guidelines to services and ******** in the parent handbook, they then sign the Request to *********** Provider forms from the ***************** Unit which allows an approved service provider to bill the provincial government for services to this child.  This is the service provider agreement and services won't begin until it is processed and approved by the Autism Funding Unit.  This is also renewed and resigned each year with a child's birthday.  Please see the attachments of 2 signed service agreements which are provided to the Autism Funding Unit from this complainant agreeing to our services and allowing us to bill her child's funding.   At any time a family has concerns they are welcome to contact the Autism Funding Unit who can inquire with service providers.  

  Please see the parent handbook attached, which was provided to the complainant explaining our guidelines and billing prior to agreeing to services and also discussed again in our pre-service virtual meeting.  

  As you can see from the first attachment. As a service provider I did my absolute best to address any concerns this complainant rose, however I have been repeated accused of billing without consent and conducting unethical practice. Because of all of this taking place over the span of 10 months, and not being able to ease this complainants concerns, as a private service provider I exercised my right to end services and do encourage her to find a service provider that fits what she is looking for.    

  Thank you. 

   

  Customer Answer

  Date: 17/08/2025

   
  Complaint: 23523056
  
  I am rejecting this response because:
  
  Dear BBB, 
  
  I acknowledge signing *** Request to Pay forms, but these only authorize funding they are not a service agreement and do not disclose all billable items.
  
  I was never asked to sign a written contract that explained charges for prep or cleanup time. These were billed without my informed consent. When asked to see the service agreement, Kalma told me she could not find it. I have proof of this in email. 
  
  T&K advertises that they follow the **** Code of Ethics, which requires billing transparency, avoiding abandonment, and ensuring smooth transitions. Their actions did not meet these standards.
  
  Services were terminated immediately after I raised billing concerns. This appears retaliatory, not neutral, and directly harmed my autistic child by ending services abruptly without transition or warning. As a service provider that works with autistic children kalma should have known how harmful this was. Autistic children thrive on routine and abruptly ending services as a retaliatory measure towards the parent, hurt and innocent child with autism. 
  
  The core issue is not the *** form it is the lack of clear, informed consent for charges and the harmful, retaliatory termination of services.
  
  I respectfully ask the BBB to consider these points in reviewing my complaint, as the providers response fails to directly address them.
  
  Sincerely,

  ****** Kelley 

  Business Response

  Date: 20/08/2025

   

  A signed "Request to *********** Provider" form is the only requirement from the BC ********************* Autism Funding Program to access a child's autism funding.  While the funding unit does not require it, T&K provides copies of detailed invoices to parents of what has been billed to their child's funding each month.  Please see the attached invoices which very clearly outline what was billed each month.  The first 2 invoices were from the first 2 months of service and the last month of service as well.   The dates of service and what is billed each day is clearly outlined. We even outline any additional costs outside of sessions like meeting times or administration time to update our learning goals.  From day 1 billing has been very clear, if this parent had concerns she could have ended services right away, but she continued and even renewed and signed the new Request to *********** Provider form with the child's birthday for a new funding year. 

  After each session, parents are also given a data sheet outlining the skills worked on throughout each session.  This also corresponds to the dates of service on the invoice.  Please see the attached data sheets from the last two therapy sessions provided.  

  As stated previously, if the provincial government has concerns about T&K's ethical practices or our billing procedures, they will reach out and contact us for more information.  

  Thank you.  

  Customer Answer

  Date: 22/08/2025

   
  Complaint: 23523056
  
  I am rejecting this response because:

  While I acknowledge that invoices from T&K listed prep and clean-up charges, I was never clearly informed or given a signed service agreement outlining that I would be billed for time outside of direct therapy. I was led to believe services would consist of two hours of direct therapy, not additional charges for non-direct time. Invoices are not a substitute for an upfront service agreement and do not meet the standard of informed consent for billing practices.
  
  It is important to emphasize that the issue is not just billing, but how my concerns were handled. When I questioned these charges after many months, instead of working with me to resolve the misunderstanding, T&K terminated my childs services immediately. This decision was retaliatory in nature and directly harmed my child with autism, who lost stability and support with no warning.
  
  Throughout this entire process, Kalma has refused to take accountability for the issues I raised and instead shifted blame onto me as the parent. This is not reflective of ethical or professional practice.
  
  T&K claims to follow the **** Code of Ethics, which prioritizes transparency, fairness, and the childs best interest. Terminating services as retaliation against a parent raising legitimate concerns is a clear violation of those principles. This is not simply a billing disagreementit is an ethical issue that caused harm to a vulnerable child.
  
  For these reasons, I stand by my complaint.
  
  Sincerely,
  
  ****** ******