Complaints

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• Initial Complaint

  Date:02/29/2024

  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.

  I was receiving counseling services from Elena C***** and had my final appointment with her on 2/13/2024. It was a virtual visit, but because she prefers to be paid in cash, agreed that I would drop off payment the next day at her office (on 2/14/2024). I also dropped off a letter explaining that I would no longer like to receive services from her. The cash was wrapped inside the letter, so that she had to open the letter, which started with the statement, "I would no longer like to receive services from you," to get to the cash. Because of this written notice that I was no longer going to receive services, I assumed that my next appointment would have been cancelled. Fast forward to 2/27/2024, and I get 3 calls and 13 texts from her about my appointment that should have been cancelled. It started with her checking in, so I asked if she received the letter I delivered two weeks (13 days) prior, and her response was "I sure did." She goes on to say that my appointment was not cancelled because I received an automatic reminder for the appointment (Not an appointment confirmation, only a reminder). My last text to her was that I was under the assumption that the appointment was cancelled because I started the letter by saying I no longer wanted to receive services. She claimed she didn't know and about 5 minutes later said "You might have written this in your letter but I did not read it. I had no idea you wrote something." 30 minutes after that she sent me an invoice for a no show appointment, claiming that because I received an automated appointment reminder, I was responsible for the appointment I cancelled 13 days prior, as well as saying that if I failed to pay, it would be sent to collections. In both the texts and emails, she has used language that is emotionally manipulative, such as she "deserves an explanation" or "has been loyal." I'm including documentation of all the texts and emails between us since this has taken place.

  Business Response

  Date: 02/29/2024

  I have been providing therapy services to Ms. ***** ********* for approximately 18 months.  Our therapeutic relationship was trustworthy and she was able to use many tools we discussed and applied them in her daily life.  Our work together encompassed trauma recovery and ***** was able to feel empoewered to stand up to people in her life like never before.  She was consistent in attending therapy services.

  I want to emphasize that I have never requested ***** to pay cash for her appointment; she was the one who brought cash all the time to pay her copay.

  During the first session, the intake interview, ***** signed a cancelation policy about needing to give 48 hours notice of cancelation of any appointment.  This cancelation policy is used by almost all offices in order to be able to schedule another client from the waiting list, who needs to be seen. I have discussed with ***** at the first interview that it will be in her benefit to discuss with me any concerns she has about how therapy is going and that it will be helpful to her, in case she decides to stop services, to have a termination session to review our work together.  Many clients benefit from this sesison as it empowers them in their future goals.  

  ***** says that she put a piece of paper in my waiting room with some cash she owed for her copay from previous session and that inside the paper was the cash.  Indeed, I found the paper and I opened it up.  I only saw the cash in there and the paper empty.  I had no idea even to look if something was written on the paper.  I assert I did not see anything.  In addition, I have never imagined that ***** would just stop coming abruptly and not provide a reason for stopping services.  Also, in all my experience, noone just stoped services by writing a letter after working so good together for such a long time.

  ***** had an appointment scheduled on Tuesday, February 27, at 11.30 AM.  I am using an electronic platform to send automtic reminders to my clients of the times of our appointment.  ***** has always been receiving the automatic reminders 2 days in advance via email and 1 day in advance via text.  Therefore ***** received the automatic reminders of the appointment for Febr. 27.  Therefore ***** was able to call or text in advance about the cancelation of appointment.  I have not received any notice of cancelation from Sarah.  I then sent ***** a snapshot of the letter requiring she pays the penalty for no call/no show.  My office makes no exceptions to this rule.  Not holding people accountable for not giving enough notice of cancelation, it is detrimental to other clients who are in need to be seen.   

  I tried calling ***** before I sent the letter to allow her the opoprtunity to do a telehealth session, thus an opportunity to therapeutically terminate services if she so desired.  I also called ***** on the phone to be able to talk to her.  ***** did not answer to any attempts to connect.  Indeed, I then asked for an explanation as to why ***** is cancelling services at this time.  I did not use any emotionally manipulative messages, that is totally Sarah's perception.  It was simply a desire to understand what went wrong, therefore to be able to learn from my mistakes if any.

  ***** was not charged anything for no show/no call to this date.  

  Should you need proof that ***** signed the cancelation policy and proof that ***** received the automatic reminders of the appointment on Febr. 27 she did not cancel, I will provide documentation.  Please let me know.

  Please advice.

  Thank you.

  Sincerely,

  Elena C*****, LISW-CP

  Licensed Clinical Social Worker