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:09/27/2024

  Type:Billing 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.

  Therapist charged me a $65 cancellation fee for an emergency which I was told would be refunded and was, however, I left a negative review and they decided to charge my card the next day AGAIN out of spite. I have emails and a public review stating that charge would be refunded. I had to contact my bank to not only dispute the charge but also to block them from using my card. This is a mental health agency causing me significant distress and harassment and anxiety. To retaliate by continuing to charge my card is abusive and fraud.

  Business Response

  Date: 09/30/2024

  The customer missed a scheduled appt with less than 24 hours notice and was initially charged the agreed upon $65 late cancellation fee. The customer explained why they missed the appt and was refunded the full amount the same day. It can take up to 7 business days for the credit card company to issue the refund. The customer was told the refund would be post within the timeframe of their banking institute. The customer continued to harass our business by leaving a bad ****** review. We responded to the review by stating the customer was not charged and no amount of fees were due at this time. The customer has not paid any money to our business for late cancellation fees as the initial charge was refunded. The customer continues to be confused and distraught. At this time, there is nothing additional that can be done to support the customer. There are no additional charges to refund. There was no second charge out of retaliation. There was one initial charge and it was refunded once the customer explained why the appt was missed. Our business does not have any additional information to offer regarding this complaint. It's fairly simple - there was one charge of $65 and it was refunded. 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22342952
  
  I am rejecting this response because:
  Harassment is not posting a ****** review. Thats called advocacy. 
  Harassment is working for a mental health organization and gaslighting me by thanking me for my review publicly then privately chastising me in an email that Im happy to share here for reviewing the organization publicly. 
  This organization harassed me to the point that I had to ask not be contacted again. 
  They refunded me $65, then the following day charged me another $65 charge. I contacted my bank to block them from using my card further. It appears that they have refunded all charges since my initial outreach to them. 
  However, this business owner has multiple negative reviews about unethical billing. Perhaps instead of gaslighting and causing more harm to patients seeking mental health care, they should apologize and remedy the situation immediately. 
  Any further charges or contact from this organization, I will file a peace order and report them to the MD social work board. I have screenshots and saved all the correspondence.

  Do no harm is a value for social work. Do better.

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

  Customer Answer

  Date: 10/01/2024

  There was a retaliatory charge. 
  I was refunded 9/25 then she became upset about my ****** review and again charged me on 9/26.

  she is being dishonest.

  Customer Answer

  Date: 10/01/2024

  Im not sure my last post when through, apologies for the duplicate if so.

  The charges have been refunded after I contacted them. But BBB should be aware that when she became upset about the ****** review, she charged me on 9/26 again and I had to ask for ANOTHER refund and contact my bank to block the charges. 
  You didnt charge me once as you stated here, you did it twice when you became angry. 
  BBB, this is a therapist office. I have not harrassed them nor would I. Im allowed to advocate for myself and being charged inaccurately. Instead of owning the issue, she continues to lie, she charged me twice and has made me feel absolutely horrible and accused me of harassment and refuses to acknowledge she was wrong. This is horrific mental health treatment and business practice.

  Business Response

  Date: 10/01/2024

  Good afternoon, 

  Thanks for your follow-up to this matter. As we previously stated the customer was charged a one-time fee in the amount of $65 for a late cancellation per our company policy. The customer was told in advance about these potential fees and the fees are industry standard for medical facilities. The customer contacted our office the following day to explain extenuating circumstances and we immediately agreed to refund the charges. The charges were refunded to the customer and no fees have been collected by our company associated with this late cancellation from the customer. We spoke to the customer on the phone and provided email communication with this information stating in both places she would not be charged and a refund would be issued. We did respond to the ****** review and explained the customer was not charged and no additional fees are due at this time. There was no second charge or retaliation toward the customer. We only responded to her ****** review to defend the accusations that she was wrongfully charged. The only reason the customer was charged is because she did not communicate her circumstances on the day of the appt to our office. Once she contacted us the following day, we promptly issued a refund. The customer has repeatedly defamed our business through a ****** review and threats to report the provider to her licensing board for charging her an agreed upon fee (which was refunded). At this time, our business is uncertain what the customer wants as we've only conducted routine business on her behalf. The customer seems upset that she was charged at all, but she is the one that cancelled her appt at the last minute with no explanation. Per our business policy that was outlined to her in advanced, we consider that a late cancellation and charge $65 for those missed appts. We're obviously flexible and understanding during times of extenuating circumstances which is why we were happy to support a full refund. Lastly, the customer did not refute the charges with her bank because a refund was already pending. Banks will not accept refuted charges when businesses have agreed to refund charges. There is no evidence or documentation of the refute nor our unwillingness to issue the refund. We consider this a resolved issue, yet the customer continues contacting us, updating her ****** review and making threats to report a medical professional to her licensing board all over being charged a routine fee (yet it was refunded).

  We hope this additional information is helpful in your understanding. Please let us know if we can help with anything else. Thanks so much for your time and understanding. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22342952
  
  I am rejecting this response because: this again is dishonest. Allow me to attach again my two charges from you as well as the email admitting you charged me twice. When I said you retaliated you made up an excuse why I was charged twice yet here you continue to lie saying I was charged once. Stop being a dishonest business let alone a dishonest mental health provider. Additionally, I did contact my bank to block further charges from you. You are so dishonest you cant even keep the lies straight. 
  Charge 1 occurred on 9/25.
  i then  reviewed your shady business on ****** and after our phone call and you got upset and shared you thought my review was unfair and harmed your business then the following day, you decided to charge me again on 9/26.

  i again reached out and called this retaliatory and asked for a second refund.

  Attachments provided for TWO charges. 

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

  Customer Answer

  Date: 10/02/2024

  Admitting charging me twice 

  Customer Answer

  Date: 10/02/2024

  Admitting charging me twice