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:07/24/2024

  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 new to the area and was needing to see a counselor/ therapist. I called around and graceful pathways was one that worked well with my schedule, thats not always a good thing. I made an appointment with them and went to my first appointment. With graceful pathways you have to have your debit/credit card on file. My second appointment I was unable to make it due to my grandson being born. I called and told them I was not going to be able to make it and the reason why, I asked if I would be charged for the visit and was told NO. I thought nothing about it. Mind you this is in march. I noticed in April, $100 had been taken out of my checking account, I call and ask why and the lady really sweet at the front desk said it was bc I messed my appointment, I explained what happened and she said she would have to have ****, the owner call me back. **** never did. So the next day I called her back and she informed me that I would not be getting my money back bc I did not show up for my appointment, so I was like okay. The next month, $104 was taken out of my account, this time I was mad, I called and was told this time it was taken out bc of a bill that I was owed, but the sweet lady told me a bill was never sent to my house, that **** went out of protocol and took upon herself to just take money out of my account without sending me a bill or filling it to my ********************************* So my thing is how do you really know I owe you the $104 and is it illegal to take money from someones account without them knowing, since a bill was never sent to me? I filed a dispute with my bank and lost bc **** showed where I signed the on file debit card information so that shows she can take money out of my account without my permission. This doesnt seem right to me or fair. So I was told by the bank to file a complaint with the BBB. I hope you can help me. Thank you for you time.

  Business Response

  Date: 08/23/2024

  We apologize our director has been out with Covid for three weeks.

  Pt called on 4/11/24 angry about a late cancellation fee that she was charged. She reports that when she called to cancel her appointment, she told the person she spoke with that her son was having a baby, and needed to cancel. Pt was unaware when telling this story, that the person she spoke to when she called to cancel, was actually this writer. Pt was reminded that when she called on 3/5 to cancel, 2 1/2 hours prior to her appointment, she DID NOT mention an emergency taking place, nor did she give a reason for cancellation. She was then advised during this call that per policy, $100 late cancellation fee would be added if she did not attend. Pt stated that she still needed to cancel, and no reason for cancellation was given. She was then assessed a fee of $100. Following this charge a statement was mailed to this Pt. On 3/29, per policy, a $100 charge was placed to the Pt's credit card on file to cover her existing balance. On 4/4/24 Pt called demanding she be refunded for the cancellation fee, stating she gave notice and should not be charged. Our office manager then advised her of said policy, reminding her that ALL CLIENTS are made aware of this procedure and have to sign stating an understanding an approval prior to obtaining a first appointment. ***SEE PT'S AUTHORIZATION IN DOCUMENTS* Pt was reminded that she signed an authorization form prior to ever being given an appointment, however this would be brought to management for further review. On 4/5 Pt called again angry demanding a refund, stating "I better get my money back" she also reported being unaware of such policy. She was then reminded by this writer that she signed a payment authorization that specifically stated "The practice may utilize my payment methods on file for any balances, including late cancellation and no-show fees, without additional authorization. *****In the event your account is referred to collections, you will be assessed a fee of $175 to cover collection costs and/or fees. ***** She was also reminded that she gave no notification of an emergency until AFTER she was charged. Pt was further reminded that she received a text reminder the day prior to her appointment, that she replied "C" which indicates confirmation of attendance. *** See uploaded screen shot in documents*** Pt then demanded all future appointments be canceled and hung up on this writer. She then called back twice hanging up on this writer. A few minutes later she called again demanding she speak to the therapist. She was advised that the therapist was off on this day but a message would be left for her. Pt stated "I Better get a call back" and hung up. Pt then disputed this charge, however the charges were reversed as she signed an authorization.

  
  

  Business Response

  Date: 08/23/2024

  ****** Director has been out with ***** and unfortunately was not able to respond sooner. We apologize for the delay in responding.