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:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On November 21, 2023, we agreed to a payment plan for our two sons' therapy balances in the amount of $4,426.16 to be charged weekly at a rate of $92.21. The company has not only not charged us for 10 weeks during the 36 week time period which extends , they claimed they never agreed to the payment plan and that we owe much more than what was agreed, they have recanted and stated they "never said that" when we have shown them the emails regarding what they have said, they have charged us three times in an 8 day period, as well as our needing a payment plan due to their error with our insurance in 2023. They continually pass us on to someone else, but refuse to resolve or take accountability and adjust our account to reflect the correct amount we owe.

  Business Response

  Date: 09/09/2024

  This is the first I am hearing of this complaint. And it appears today is the 14th calendar day from the submission date. So, I would like to provide a reply to convey in ******* that we are willing to support this customer honestly and fairly. This is especially because this appears to be rooted in miscommunication, not malpractice.

  First off, a payment plan of $92.21/week for 36 weeks only equals $3283.56, well short of the stated balance of $4,426.16. If the plan was only to pay $3283.56, there indeed would be more owed (~$1100 more).

  Secondly, the claim of the card not being charged is not accurate. The card was ran on several of those dates, and it declined frequently (see screenshot), which often indicates a card limit or inadequate funds.

   Thirdly, they continued to come for services at a self-pay rate. This would mean another variation of charges that would have to get run independent of the payment plan for past balances. So, without more specifics in what charges she is references in her claims, it is hard to determine which charges she thinks were inappropriate.

  Regardless of all this, though, we genuinely aim to do right by customers. This customer here is no different. If the customer were willing work amicably with our Billing Manager, we could find a way to bring clarity and resolution to this. We'd be happy to schedule a longer call with her, or do an in person meeting to go through things line by line and answer questions.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22188231
  
  I am rejecting this response because:

  This business has repeatedly rejected our acknowledgement that we are aware our self-pay payments do not apply to our overall balance. 

  Additionally, our card has declined as well as our accounts being frozen due to the multiple charges by the company as they will routinely charge multiple times per week, on different days then previously agreed, not charge us and then charge two weeks, etc. 

  We have been cordial online with the billing representatives who have outright lied and presented conflicting information, lied about our original balance and then backpedaled. It's extremely unprofessional and frustrating. We had even been told by ****** that ******* had never created this payment plan which we had sent over. 

  We opted to stay with this company despite the high self pay and the weekly billing due to the therapist for our son. This is absolutely no way to conduct a business or treat the families of children with autism. 
  
  Sincerely,
  
  ***** *****-*******

  Business Response

  Date: 09/13/2024

  To BBB,
  We are deeply saddened to hear that a complaint has been filed against our billing office. We have worked very hard to help this family with their outstanding balance while being able to continue ongoing therapy. We would never intentionally give any false information or knowingly misrepresent any billing information. There may have been some misunderstanding or miscommunication on behalf of both parties that led to frustration and a complaint being filed.
  This family had a large balance due to continuing therapy services for 2 children after their insurance coverage lapsed on 8/31/23. This resulted in a combined outstanding balance of $6,626.16. In an effort to help the family, we adjusted off $2,200.00 leaving a combined balance of $4,426.16. We offered the family a monthly payment plan of $368.84 per month, paid by credit card that we would keep on file, to pay off the balance in 12 months. The family agreed to the 12 month payment plan but requested to split the payment into a weekly schedule and have a payment run every Friday for $92.21 beginning on 12/4/24. The balance would then be paid off in 48 weeks and going forward the family would pay $140.00 per session at the time of service for ongoing therapy.
  Weekly payment plans can cause some confusion and misunderstanding when payments are declined. The family has made 28 successful payments of $92.21 totaling $2,581.88 leaving a balance of $1,844.28. During the course of processing the weekly payment plan amount, there were 15 instances of payments that were declined. When a payment is declined we try to run the payment again on the next business day. As their payment is run on Fridays, the next business day would most often be the following Monday. This can cause 2 payments to be run in the same week, the declined payment and the next scheduled payment.
  The remaining combined balance as of 9/6/24 for charges prior to 12/1/23 is $1,844.28. This balance will be paid off in 20 more weekly payments, consistent with the 48 weekly payment plan agreed to. However, the payment plan will extend beyond the originally agreed to twelve months due to the declined payments. 
  In an effort to help resolve the dispute and avoid any further misunderstandings, we have reached out to the family and offered to only run the credit card on file weekly on Fridays until we have successfully run the payment 20 times to satisfy the outstanding balance on the payment plan. Additionally, we will extend a courtesy discount and adjust off the additional balance of $280.00 that has accrued for therapy services after the payment plan was initiated. As of 9/13/24 we have not heard back from the family yet.
  We would be happy to supply documentation to support the credit card payments (both successful and declined) made to reduce the balance if these are needed by the family or by the BBB. We are also happy to provide communication documentation, but given that we are a healthcare provider, we cannot share information that contains protected health information. 
  
  Thank you for your help in resolving this issue. Please let me know if you require anything further from Westside Childrens Therapy.
  
  

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We hope that this company will continue to be courteous and transparent going forward. 
  
  Sincerely,
  
  ***** *****-*******