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  Verbal Beginnings,LLC

  7090 Samuel Morse Drive Suite 100 Columbia, MD 21046

• 

  Verbal Beginnings,LLC

  PO Box 69458 Baltimore, MD 21264-9458

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:10/18/2023

  Type:Product 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.

  We contacted Verbal Beginnings regarding evaluation for our son Milo. We were hoping to obtain further information regarding Milo’s development.
  
  We saw Dr Matthew ***** in August at Verbal Beginnings. He evaluated Milo, but from the moment he started the evaluation it was as if he had ruled out any issues that we were describing with Milo. He was sympathetic but was essentially dismissive of our concerns because he did not believe Milo had any signs or symptoms of neurodivergence. We honestly felt relieved that Milo did not have a diagnosis, but it’s pretty awful to feel as a parent that you’re describing stressful situations for you and your child and to be told that essentially nothing is wrong. We do not wish to receive any further contact from Dr ***** (we’d appreciate Milo’s test results, will discuss below). He also did not utilize the full evaluation time (Milo was not a great participant to be fair) but we expected more detailed evaluation and feedback.
  
  Speaking of feedback, we were told to expect Milo’s results within two weeks of his evaluation, and it has been two months without any further contact. This seems unfair to us as we paid $1,500 for the evaluation and is another reason we are requesting that the fee be refunded. If there are results available we would like to see them via email.
  
  Finally, we were told prior to the appointment by the scheduler that Milo would be evaluated for “any possible diagnosis”and during the evaluation with Dr ***** he made it extremely clear he was only evaluating for autism. While we do not blame Dr ***** for this, it would benefit future clients to be made aware of the limitations of the evaluation prior to the evaluation.
  
  Due to the reasons described above, I do not feel that Verbal Beginnings fulfilled the expectations we had for Milo’s evaluation and respectfully request that we are refunded the cost of the evaluation ($1,500.)

  Bureau Response

  Date: 10/26/2023

  Diana ****
  Verbal Beginnings,LLC 
  

  **** ****** ***** ***** ***** ***
  ********* ** *****
  
  
  
  
  
  Dear Diana ****:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/18/2023 and was assigned an ID of *********  
   

  
  

  BBB forwarded you a complaint filed by Caroline *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Caroline *******
  
  ***** ****** **
  ****** ******* ** *****
  
  Daytime Phone: *** *******
  E-mail: **************************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  We contacted Verbal Beginnings regarding evaluation for our son Milo. We were hoping to obtain further information regarding Milo’s development.
  
  We saw Dr Matthew ***** in August at Verbal Beginnings. He evaluated Milo, but from the moment he started the evaluation it was as if he had ruled out any issues that we were describing with Milo. He was sympathetic but was essentially dismissive of our concerns because he did not believe Milo had any signs or symptoms of neurodivergence. We honestly felt relieved that Milo did not have a diagnosis, but it’s pretty awful to feel as a parent that you’re describing stressful situations for you and your child and to be told that essentially nothing is wrong. We do not wish to receive any further contact from Dr ***** (we’d appreciate Milo’s test results, will discuss below). He also did not utilize the full evaluation time (Milo was not a great participant to be fair) but we expected more detailed evaluation and feedback.
  
  Speaking of feedback, we were told to expect Milo’s results within two weeks of his evaluation, and it has been two months without any further contact. This seems unfair to us as we paid $1,500 for the evaluation and is another reason we are requesting that the fee be refunded. If there are results available we would like to see them via email.
  
  Finally, we were told prior to the appointment by the scheduler that Milo would be evaluated for “any possible diagnosis”and during the evaluation with Dr ***** he made it extremely clear he was only evaluating for autism. While we do not blame Dr ***** for this, it would benefit future clients to be made aware of the limitations of the evaluation prior to the evaluation.
  
  Due to the reasons described above, I do not feel that Verbal Beginnings fulfilled the expectations we had for Milo’s evaluation and respectfully request that we are refunded the cost of the evaluation ($1,500.)

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  HIPAA: HIPAA Release was offered and accepted on 10/18/2023.

  
  
  
  Additional Comments from Consumer:
  
  

  Business Response

  Date: 11/17/2023

  We appreciate the information regarding the concern. The concern was based on not receiving a desired diagnosis, the length of the assessment being too short, the amount of time that it takes for the final assessment to be provided, a claim that the results were not sent and not being refunded for the assessment.  To address the 5 concerns below: 

  1) Our professionals are licensed and must follow medical procedures for diagnostics.  We cannot tailor results based on the wishes of those seeking a diagnosis.     

  2) A certain amount of time is allocated for the assessment to allow for additional tests if needed or to work with patients that need additional time to complete the assessment.  It is not always necessary to utilize the full time as this experience will be different for everyone.  

  3) The family was concerned with the length of time that it took to receive the assessment results.  We respond as quickly as possible but some reports take longer than others to complete. In the above, the family did receive some results immediately following the assessment.  

  4) The assessment results were sent.  The statement that they were not is a false claim. 

  5) The family was concerned that they did not receive a refund due to their dissatisfaction with the results.  This is inaccurate.  They did receive a refund and then filed an inaccurate complaint.

  This complaint consists of a series of false statements and we respectfully request that the complaint is removed.  

   

   

   

  Bureau Response

  Date: 11/21/2023

  Caroline *******
  
  ***** ****** **
  ****** ********* *****
   
  
  
  
  Dear Caroline *******:
  
  
  
  This message is in regard to your complaint submitted on 10/18/2023 against Verbal Beginnings,LLC.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from Verbal Beginnings,LLC. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  

  We appreciate the information regarding the concern. The concern was based on not receiving a desired diagnosis, the length of the assessment being too short, the amount of time that it takes for the final assessment to be provided, a claim that the results were not sent and not being refunded for the assessment.  To address the 5 concerns below: 

  1) Our professionals are licensed and must follow medical procedures for diagnostics.  We cannot tailor results based on the wishes of those seeking a diagnosis.     

  2) A certain amount of time is allocated for the assessment to allow for additional tests if needed or to work with patients that need additional time to complete the assessment.  It is not always necessary to utilize the full time as this experience will be different for everyone.  

  3) The family was concerned with the length of time that it took to receive the assessment results.  We respond as quickly as possible but some reports take longer than others to complete. In the above, the family did receive some results immediately following the assessment.  

  4) The assessment results were sent.  The statement that they were not is a false claim. 

  5) The family was concerned that they did not receive a refund due to their dissatisfaction with the results.  This is inaccurate.  They did receive a refund and then filed an inaccurate complaint.

  This complaint consists of a series of false statements and we respectfully request that the complaint is removed.  

   

   

   

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I believe that the answers below are inaccurate and while we do not expect anything more from this business, we are concerned regarding their business practices. In response to their points below:

  1) We were not upset about not receiving a diagnosis. We knew entering the process that our son may not receive a diagnosis but we were told “we can determine any diagnosis” by the scheduler prior to the appointment and this was advised to be false by the practitioner at the appointment. We also were shocked at how much Dr Mason referred to his personal life during the process, claiming that our son was not similar to his child with ASD but more similar to his child with ADHD. We were not seeking his personal opinion, rather his professional evaluation. 

  
  2) We expected for at least one of the tests to be completed. Dr Mason would end a test while acknowledging it was incomplete. 

  
  3) “The family did receive some results immediately following the assessment.” Dr Mason said “well he’s not autistic but maybe has ADHD but I can’t diagnose that.” This is a pretty paltry “result.”

  
  4) We still have not recieved ANY assessment results via email. I can provide proof of this via inbox search. 

  5) We filed this claim before a refund was received. This claim was filed in part due to an inability to get in contact with anyone at verbal beginnings despite several attempts. We have received a refund since filing this claim. 
  

  
  
  
  Sincerely,
  
  
  
  Caroline *******

  Customer Answer

  Date: 11/21/2023

  Proof of no results received from Verbal Beginnings via inbox search. 

  Bureau Response

  Date: 11/21/2023

  Caroline *******
  
  ***** ****** **
  ****** ******* *** *****
  
  
  
  
  
  Dear Caroline *******:
  
  
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 10/18/2023 against Verbal Beginnings,LLC.  For your records, this complaint was assigned ID ******** in our system.
  
  
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  
  2 things.. 1.) Your desired resolution was "Refund".. did you receive a refund? 2.) If not, please specify why you are rejecting the business response in detail.
  
  
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  Thank you for your prompt reply.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Customer Answer

  Date: 11/21/2023

  I did receive a refund but their answers to my complaints were inaccurate and misleading. I just wanted to make that known. You can close the case if needed, but I wanted my feedback made clear. 

  Bureau Response

  Date: 11/21/2023

  Diana ****
  Verbal Beginnings,LLC 
  
  **** ****** ***** ***** ***** ***
  ********* ** *****
   
  
  
  
  Dear Diana ****:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 10/18/2023 by Caroline *******. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  I did receive a refund but their answers to my complaints were inaccurate and misleading. I just wanted to make that known. You can close the case if needed, but I wanted my feedback made clear.