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:18/01/2023

  Type:Billing 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.

  Nexus Therapy was providing In-Home therapy sessions for my 4 year old.
  At the end of August, I received an invoice that was significantly higher than what I know I owed.
  I noticed that days and dates when we didn't have a session were added to the invoice. I complained to the therapist first, but she claimed that the invoice was right. I, then, contacted her supervisor, but she barely responded to my emails. Finally, I contacted the billing department, only to have them issue me an even bigger invoice, for which I paid, because I didn't want to drag the payment for so long and have them thinking that I am just trying to avoid paying. I explained that to the billing dept. in an email. They apologised and then reissued me the same, wrong, invoice they had the first time. (All invoices included the wrong dates). I complained about this again and asked for them to look into the therapist's session records, as I am CERTAIN I didn't attend therapy with her on some of the days that were mentioned and can provide proof that I was somewhere else. In response, was told that the therapist submitted her therapy dates records, signed by me and they showed me a picture of it. That's when I learnt that my signature has been forged. Shortly thereafter, they issued me a partial refund. I, of course, emailed them back ASAP to inform them that it wasn't my signature. And they claimed that it must've been another client's signature and that the therapist confused the two.
  
  Now, it seems to me that the company is taking the therapist's side without even considering my side of the story. I provided proof (screen-shots of text messages and emails between the therapist and me, regarding cancellation s et cetera) all while her story keeps changing; she continues to provided the wrong information.
  They keep making excuses as to why her dates are correct. They've been dragging this matter on for too long and I'd just like it to be settled.

  Business Response

  Date: 31/01/2023

  The company had already issued a partial refund to the customer and had informed the customer previously that a further refund would be issued after the accounting department had an opportunity to investigate further.  The company has now issued a full refund to the customer and the matter has been settled.

  Customer Answer

  Date: 31/01/2023

  
  
  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.

  Thank you for your intervention, I have been trying to reach an agreement with that business for months now. I was feeling like I was being given the run-around. I'm sure that your intervention helped make them make things right. Thanks for all your help.

  
  Sincerely,
  
  
  
  **** *******