ComplaintsforSuncoast Safety Council, Inc.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The doorbell was broken to allow me in for my appointment. Michelle apologized and said yes they've been messing with it all morning. Then when I get in for my appointment they said they didn't have me scheduled and made me look up an email proving I did. When I showed them the email they said oh you're late we canceled it. They will reschedule for a $75 charge. That's unacceptable since I was left waiting outside the building and then denied I even had an appointment. I have completed my class and need the certification in order to maintain my driver's license. They know they have people over the barrel and they want to just pack on charges whenever they can. My treatment was unacceptable and so are the additional charges.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/21) */ When scheduling all clients we advise them to arrive 15 minutes prior to their appointment time and we inform them that if they are late they will not be seen for their appointment and will have to pay a reschedule fee, which is set by the State. The client signed a Program Rules document (exhibit 1) acknowledging this and also signed the Important Policy document stating the late policy (exhibit 2). The late policy is also stated on the Evaluation/Class Assignment Receipt which was emailed to the client (exhibit 3). On February 15, 2022, the client arrived at 10:17a for his 10:00a appointment (exhibit 4 shows the time got out of his car in the parking lot and exhibit 5 shows the time he arrived at the front door and rang the bell). The doorbell on our front door was acting up that morning but review of our video surveillance showed the client was standing at the front door for less than 2 minutes before someone answered the door (exhibit 5). Upon entering the building there was a brief discussion with a staff member who was trying to determine what time the client's appointment was. The client's behavior was defensive and argumentative. Because of the time of arrival the staff member who answered the door assumed the appointment was at 11:00a. When she checked the schedule she did not see the client's name for that time. The staff member wanted to make sure a mistake had not been made so although the client had a small handwritten note that had the words certificate and 10:00 written on it, she asked to see the email, which is an email containing his schedule that we sent to him. When it was confirmed his appointment was at 10:00a she informed him that he could not be seen and was already marked as a no-show. The client's behavior escalated and he became very loud, belligerent and caused a scene. Another staff member intervened attempting to calm the client down. She reiterated the policy and that the client would need to reschedule with a $75 fee and gave him until noon tomorrow. The client eventually left the building. The client came to the office the next day and paid the reschedule fee and was rescheduled. Desired resolution response- Explanation of charges: The Department of Highway Safety and Motor Vehicles sets the fees that DUI programs charge. The cost to reschedule the evaluation the first time is $75.

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