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:10/18/2024

  Type:Service or Repair 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.

  On 10/18/24 at 9AM I was scheduled for a Telehealth Psychiatrist appointment **************** ******** for the **** ERA TMS Grapevine branch. Before my appointment I was required to fill out several forms. One of the forms was authorizing a ***** fee to be charged for same day cancellations or no shows. I entered my appointment and paid my copay at 9AM. I waited on the phone for over 35 minutes before the app eventually timed out and cancelled the session. During that wait time I called the number on the app for help. The lady put me on hold. I texted the lady that had scheduled the appt. She eventually responded that provider mistakenly missed the appointment and they wanted to reschedule. If i cancel or if I don't show they require me to pay *****. But they are unwilling to provide me with the same courtesy. Seems to be a double standard, as if their time is more valuable than mine. I missed 40 minutes of work waiting on my appointment. So I lost money. I feel if the provider expects its customers to pay 75 if an emergency arises, they should also compensate when they miss an appointment. We are equals right? I feel I should get an apology and be compensated ***** for a missed appointment.

  Business Response

  Date: 12/02/2024

  We disagree with the allegations made by the patient and reached out to the patient on 10/18/2024 to try and reach a resolution. We refunded the co-pay for the missed appointment and attempted to reschedule with a waiver for the next appointment. The patient requested to discontinue services, payment was refunded in full, and all future appointments were cancelled.
  
  

  Customer Answer

  Date: 12/02/2024

  I am rejecting this response because:   it did nothing to acknowledge their double standards towards their client. Yes they reimbursed the copay for appointment they didnt make. Why did you take it in the first place if you didnt remember i had appointment?  Makes no sense. If i miss an appointment you require me to pay a ***** fee. If you miss the appointment you graciously return my copay which was payment for a service you did not provide. It would have been illegal fraud for you not to refund. It was not a favor. You offered to make it right in the future if i made another appt. But you could not tell me your plan for making it right. If u want 75 when i miss an appointment. You should pay me 75 when you no show. My time is also valuable. I missed work. I had money taken for a copay that i eventually got back. But there was a time that the money was not mine. For you to decline you did wrong confirms the whole reason i filed a complaint. All future clients need to understand your business standards before they hire your services. Doesn't sound like an upstanding honest company