ComplaintsforAlabama Child & Adolescent Counseling Service, LLC

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/28/22, I contacted ACA Counseling regarding an appointment for my child that was occurring that same day. I had to take my child to the doctor as she woke up with a high fever and ended up being diagnosed with Strep Throat. As this is very contagious during the first 24 hours while on medication, I asked to reschedule her appointment. I was advised at that time that they could reschedule the appointment, however I would be charged the full session price as I did not provide a 24 hour notice regarding the cancellation. As I had no way of knowing 24 hours in advance of my child's illness, I felt this was an unusual circumstance and asked to reschedule without being charged. I was advised they would check with the owner and follow back up. I received a follow-up email on 2/28/22 advising that the office manager (******* ********) spoke with the owner and they must have 24 hour notice for cancellations. I was then advised in that email "Please give me a call or kindly respond to this email when you are able to make payment for the canceled appointment to avoid the bill going to collections within the next 30 days." On 3/9/22, I had a charge from ACA Counseling for $103.50. I advised ******* ******** that I did not authorize this charge. She advised on 3/10/22 that I signed forms agreeing to pay this cancellation cost and giving them authorization for charging my credit card. While I have no dispute regarding signing those forms, my issue is that she advised me I had 30 days to make payment on this via her email on 2/28/22 and then charged my card 9 days later. ACA was the one who set a 30 day expectation of making a payment prior to sending to collections, not me. This charge has caused me financial harm and ACA does not appear to be doing business in good faith. I am looking to have the $103.50 charged to my account refunded and allowed the opportunity to take care of the amount in the 30 days that was initially advised by ******* ********.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/04) */ On 2/28/2022, ********* ****** called a few minutes prior to her daughter's appointment and spoke with me, ******* ********. She said she needed to cancel her appointment as they would not be able to make it that day. When I told her I could cancel her daughter's appointment but the late cancel fee would be charged, she sat there for a few seconds, and then stated "Oh, well she's sick. She has strep throat". She then proceeded to tell me they could not afford the appointment. ****** ****, owner, was a witness to this conversation, as it was on speakerphone. I told her I could work out a payment plan with her, and she said "no, she would not be able to pay it at all". I told her again I would break down the payments for her, but she declined that as an option. I sent ********* an email that day, 2/28, and asked her to kindly respond or call me with an updated card, as her credit card was declined, or I would work out a payment plan. She never responded, and I gave her 10 days to respond, before I charged the card on file. I see that ********* has responded to the BBB that she never authorized us to charge her card, however she signed all of the consent forms prior to service, acknowledging all of the fees, including the late cancel fee. We have her signature authorizing us to charge her card, which she has access to all of those signed forms as well. Please see the attached electronically signed credit card authorization form. Thanks and please let us know if you need any more documentation.

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