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:28/01/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have been having issues with this company and I'm not sure where else to turn. In November, I opened a multidisciplinary psychology practice and started renting office space from this company. As a new practice, we rented 4 offices. We signed a year long contract, but was assured by the sales manager that we could reduce the number of offices if need be. By the end of the month, with most of our clients preferring virtual appointments, we wanted to downgrade to one office. I asked this same manager how this would be done, and he indicated I could go through my online account and request a change. I submitted a request, and after receiving no response, I submitted another request. After another few weeks, I submitted a standard inquiry through their contact portal, and some time later I received a generic reply from another sales person. I explained my issue and asked if they knew who I should contact, and received no reply. In the meantime, I am unable to pay for the single office that we are using, since their system is set up to pay for the entire account balance at a time. This entire process brings us to the beginning of January, when I receive an email from their collections team about the amount I owe. I explain my issue to them and receive no reply. The next week I reply to them again, which also receives no reply. This past week I run into the building manager, who wants to know what's going on. I explain the situation to her and she lets me know that she cannot remedy the situation, but can forward my issue to other people if I provide email receipts. The next day she emails me to let me know that I no longer have access to the building until I pay for at least the single office. I told her that I would if I could, but the system is not set up for partial payments. She responded that if I have any issues with payment that I can contact the collections team -- the same team that has ignored my emails. I am at a loss for how to proceed.

  Customer Answer

  Date: 30/01/2025

  Good afternoon,

  I have uploaded screenshots of all of the email correspondence between myself and various employees at this company. Please let me know if you require any further documentation from me.

  Thanks again,

  ****

  Business Response

  Date: 24/02/2025

  Hello,

  **** is a client who signed in Aug 2024 for a 1 Yr agreement with multiple offices. In Nov 2024, he reached out to ouR sales manger, saying he could not honor the agreement any longer in its current form & wanted to amend it to reduce his monthly payout to ***. He was informed that this was not possible since its a fixed term agreement & no change can be done as per its terms until the next renewal period. He was given the same information by the centre term as well in recent exchanges. Unfortunately, **** failed to make any payment towards his monthly invoices during this time & his account was suspended & then taken over by our ********************** who are now pursuing this. 

  I have written to the Collections Team asking them to reach out to the client urgently to discuss next steps & move the discussion towards a workable solution. The collections team will follow its laid out process in this matter. The local team cannot provide any solutions to the client in this matter as any settlement will be decided upon by the collections team. 

  Thank you,

  ******* *****, City Manager. 

  Customer Answer

  Date: 25/02/2025

  Complaint: 22864179
  
  I am rejecting this response because:
  
  The company is not telling the truth, as I received no response from them to let me know that an amendment to the agreement is not possible. Again, this was the reason why I continued to try to get ahold of anyone at the company. They are ignoring the fact that I spent months trying to get ahold of anyone that could provide me with an answer, as indicated in the emails I attached in the original complaint. Additionally, if a change to an agreement is not possible, why is there an option in a client's profile? Please see an attached screenshot of this option in this message.

  In my original message to them after the first month, I asked if I could reduce the amount of offices to one, which I was willing to pay for. However, partial payments are not an option with how their billing system is set up. Since nobody would respond to me, I could not make any sort of payment for the single office. I am not sure why the only time I receive any response from them is when they are threatening legal action. This company has very questionable business practices and I simply want to walk away from the situation. I am not willing to pay them anything at this point.

  Sincerely,
  
  **** ******