ComplaintsforSpotted Rabbit Studio

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sat the 14th May 2022. We emailed the Spotted Rabbit Studio, saying sorry for the late cancelation. That **** my daughter was sick and no voice, even to do a video call for the session. I explained this in the email, and ask if there was any way they could wave the fee if I supplied the doc note and diagnosis with them. I got a email back stating that, they couldnt wave the fee with the 24h cancelation fee stands firm. I emailed back asking if there was another appt in the day maybe I could help her therapist hear her. After her doctors appt at the same time as her session. Also stated in an email that I would pay the $85 for the missed session when I could. I have never been late or owed a bill with this therapist. Having to pay medical bills. Later that day I found out my daughter has Covid. I submitted the paperwork to the studio that the doctor provided. Did not hear back from the Spotted Rabbit Studios. Sunday May 15th, 2022 I woke to find a Credit Denial text massage from Capital One. I had a gut feeling, they would try to take there money, so I switched the Debit on file. For my CC which I knew didn't have enough. Im actually glad I did. Because in the next 48h or so. They attempted to hit my CC, 5 times. If this was my debit card it would have had NSF fees x5 @ $29 a piece. Sunday Night my daughter was at ****** ******** Peds ED with chest pain, they found out that she has bronchitis with Covid. After I got her back home in bed. I email the studio with a update. Being nice. This morning there was another text for Credit Denial on my phone. I emailed again requesting that they stop trying to get the $85 from my CC. No response, just another attempt around 11:30am. I have canceled my debit card, and reported this to the CC company. I didn't know what to do and I did warn them that I would be contacting the BBB. Thank for any help you can to stop them trying to hit my CC over and over again.

  Business response

  06/09/2022

  We understand how frustrating it can be to be hit with an unexpected charge when t, however prior to any services are rendered we do require that the client or their legal guardian sign our office policies, which clearly state that the full fee will be charged for any sessions cancelled or missed (even in instances of inclement weather, sudden illness, or other emergencies) without 24 hours notification. I have included a copy of this, and highlighted the relevant sections, including your signature agreeing to these policies. It further explicitly states that clients who are sick will be offered an online session and if they decline, they will be charged. I would also like to remind you that we did in fact notify you in April that your family qualifies for Medicaid which would have enabled you see us at no charge, in addition to eliminating any future medical debt from other providers. You declined to utilize this benefit. I truly wish you had reached out to myself as director about this billing issue since your therapist doesn't work on Sundays or Mondays. She did return your communication on Tuesday and explained why you received the late cancel charge and why your card was run several times over the past three days. Again, per our office policies all charges are auto-debited the evening of the appointment. As your therapist already explained, cards that are declined are tried again automatically each of the next two nights before auto billing is turned off by our billing software. I then attempted to manually run your card once more on 5/17/22 - which is something I do for all declined cards on a weekly basis prior to following up with clients to inquire about lack of payment. I have included a copy of all attempts made to bill your card that was provided to us by our billing software. As you can see, your card was billed once at 9:51pm UTC each of three days, then once on the 17th as I just explained. I tried it again yesterday, 5/23/22 since a balance remains. Your claims that we attempted to bill you 7 times in 72 hours (in your emails to us) and then 5 times in 48 hours (in your complaint to BBB) are simply not true, Ultimately, we are unsure how to resolve this situation to your satisfaction since you seem to be upset simply because you had a balance and we attempted to collect on it per our policies, which you signed and agreed to. At this point, you have not been charged for the late cancel appointment in question (your credit card was declined), you have not been charged any overdraft fees (again your credit card was not charged due to being declined) and we have explained the reasons for multiple attempts to charge your card (you have a balance due and we were/are attempting to collect on it per our billing policies). Additionally we have offered you alternate ways of paying beyond the credit card, and offered a payment plan. So far you have only offered to "catch up when I can... on my own time". As much as we respect your difficult financial situation, allowing clients to pay whatever and whenever they want is simply not a sustainable business practice. THERAPY PRACTICES & OFFICE POLICIES Please be aware that this document contains important information about our professional services and business policies. Please read it carefully and note any questions you might have so that we can discuss them when we meet. When you sign this document, it will represent an agreement between us. QUALIFICATIONS Sarah B**** graduated with a MS in Creative Arts Therapy from ******** ******* ** ********* and is a Licensed Creative Arts Therapist in the state of New York (LCAT # ******). Monica D*********** graduated with a MS in Creative Arts Therapy from ******** ******* ** ********* and is a Licensed Creative Arts Therapist in the state of New York (LCAT #******). Sarah P**** graduated with a MS in Creative Arts Therapy from ******** ******* ** ********* and is a Licensed Creative Arts Therapist in the state of New York (LCAT #******). Alexis P****** graduated with an MA in Art Therapy from ***** **** ********** and has a limited permit to practice creative arts therapy in the state of New York. Sarah B****, LCAT is providing supervision and can be contacted with any questions or concerns. Kit Shulman graduated with an MS in Creative Arts Therapy from Nazareth College of has a limited permit to practice creative arts therapy in the state of New York. Sarah B****, LCAT is providing supervision and can be contacted with any questions or concerns. Lyrah W****** graduated with an MS in Art Therapy from ******* ***** ********** and has a limited permit to practice creative arts therapy in the state of New York, Sarah B****, LCAT is providing supervision and can be contacted with any questions or concerns. Alyssa D********* graduated with an MA in Art Therapy from ******** ********** and has a limited permit to practice creative arts therapy in the state of New York. Sarah B****, LCAT is providing supervision and can be contacted with any questions or concerns. THE PROCESS OF THERAPY Psychotherapy can have benefits and risks. Since therapy often involves discussing unpleasant aspects of your life, you may experience uncomfortable feelings like sadness, guilt, anger, frustration, loneliness, and helplessness. On the other hand, psychotherapy has also been shown to have benefits for people who go through it. Therapy often leads to better relationships, solutions to specific problems, and significant reductions in feelings of distress. But there are no guarantees of what you will experience. During the course of therapy we will draw on various psychological approaches and theories according, in part, to the problem that is being treated and the assessment of what will best benefit you. In order for therapy to be the most successful though, you will have to work on the things we talk about, both during our sessions and at home. Our first few sessions will involve an evaluation of your needs. By the end of the evaluation, we will be able to offer  you some first impressions of what our work will include and a treatment plan to follow, if you decide to continue with therapy. USING ART IN SESSION Visual art making offers clients an alternate mode of self-expression and communication, often when words themselves are ineffective. Art also serves as a bridge between what we unconsciously know inside ourselves and what we present consciously outside ourselves. Creating art can be a way to create sensory integration and make body-mind connections we may have lost along the way. Art can be a beginning, something to start the conversation, but it can also be the end, a way to heal by creating. We have been trained in both traditional psychotherapy and creative arts therapy so art may not be a part of every session but it will play a role in your treatment to some degree. You do not need to be a professional artist. All we ask is that you allow yourself to remain open to the experience. MEETINGS Appointments are typically scheduled in a 50-55 minute "therapy hour" and although many clients choose to come weekly, we will work together to create a therapy schedule that works for you. This may include sessions of a shorter or longer duration and/or sessions that occur more or less frequently. PAYMENT Clients are expected to pay the agreed upon fee at the conclusion of each reoccurring session using the credit/debit card on file unless other written agreements have been made: If anyone besides the client or legal guardian pays for services via credit or debit card, a te payment authorization form must be completed first. Please note that you will receive a receipt for each charge within the secure portal, and that no prior notification is needed for charges unless the amount of charge has changed, in which case Spotted Rabbit will notify you in writing at least 24 hours in advance of when the change(s) will take effect. The terms of this authorization for reoccurring charges will remain in effect until you notify hat services are to be terminated. In order to avoid late or no. show charges this request must be made 24 hours in advance of the next scheduled appointment. On limited occasions payments may be made in cash or check. Please have exact change as we do not keep cash on hand at the studio. Any checks should be made out to Spotted Rabbit Studio. There is a $20 charge for any returned check. Rates are based on family size and income and are subject to change. Please notify us if any problems arise regarding your ability to make timely payments so that we may work together to find a solution. Depending on your health insurance plan your treatment may qualify for out-of-network services and/or be eligible for FSA/HSA reimbursement. You will need to contact your insurance plan to determine if this applies to you. A superbill will be provided to you monthly through the secure portal. If you are utilizing in-network insurance or your self-direction plan to pay for sessions we will review your copay/coinsurance and any applicable deductible prior to the start of treatment. It is your responsibility to keep track of when you meet your deductible or out-of-pocket max so that we may adjust your rate appropriately. Any over payments will be refunded to you once insurance payment is received. Rates are set by your insurance company and we are unable to adjust them. If your insurance company or Fl rejects reimbursement and we e next scheduled Sarah P****, (******) License LCAT #****** Monroe Ave 2376 Monroe Avenue Rochester, NY 14618

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