Complaints

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• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising 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.

  My child was sick i thought i was doing the right thing not spreading germs of a contagious person but instead I had two separate altercations with ****** where she demanded $50 for me cancelling my appt due to doing the right thing and not spreading sickness . Her customer service was rude she was belligerent . She also harassed me about where my money goes weekly when i told her i could not afford to bring my child in twice a week when i had cancelled . It was disgusting the way ****** from little steps treats people , exp when your trying to do the right thing and keep everyone healthy . I am not paying more then my copay to satisfy her , i should of just brought my sick child in to appease her which im sure many other parents do to avoid a $50 fee , i could see a cancellation fee for a random excuse BUT TO KEEP EVERYONE HEALTHY because your kid is contagious . These people are terrible .

  Business Response

  Date: 09/26/2022

  ********************** brought her child in for an evaluation on August 29, 2022.  Weekly ongoing therapy appointments were scheduled for Mondays at 5pm with the exception of the next week which was scheduled for Wednesday September 7, 2022.  

  ********************** called at 9:02am on September 7 to cancel the appointment due to illness via voicemail.  ********* our administrative assistant called her back at and explained our late cancellation policy, but we will waive our late cancel fee due to this being the first occurrence.  ********************** called to cancel her next appointment on September 12th the morning of due to continued illness.  ******** reiterated our late cancellation policy and rescheduled the appointment to Thursday September 22nd to avoid a late cancel fee.  ********************** did not arrive for ongoing Monday appointment on September 19th.  The therapist, *******, called her at 5:10pm and mom stated she was supposed to come in on Thursday.  

  ******** spoke with mom on September 23rd to discuss rescheduling options and clarify the schedule.  ********************** was upset and stated she could not come in twice in one week and hung up the phone on ******** mid conversation.

  I spoke with ********************** on September 24th on the phone in order to clarify the situation and discuss continuing care for her child at 1:33pm.  I further explained that we would not be charging the late cancel fee as there was confusion about coming in twice in one week as a make up session.  ********************** agreed to come in and continue to receive services.  Her next appointment is 9/26/2022 at 5:30pm.  

  We are a medical facility and serve many children.  Our late cancellation policy ensures consistency in implementing plans of care. Late cancellations impact other families as well as another child could be seen in that place.  I have also attached a copy of our signed late cancellation paperwork.