Complaints

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• Initial Complaint

  Date:09/27/2024

  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.

  This company is scamming extra fees from their customers. If rescheduling a make up class they charge double the amount per class and if need to schedule a make up class they charge a $60 fee if not addressed in over 24 hour even though the email explaining this is only sent 13 hours prior. Their customers don't have a choice of they want to succeed in their program. How many customers are they scamming extra fees from?

  Business Response

  Date: 09/30/2024

  Ms. ***** is a client in our court ordered domestic violence intervention program. I have included her intake packet, which she initialed and signed each section of. Page 13 lists the attendance policies, which state that no makeup sessions will be completed without full payment and you must be at a zero balance to schedule and attend. Page 15 lists the fee policies, which includes the no-show/cancellation fee. These policies are also sprinkled throughout the packet in other places but these are the easiest ones to point to.

  Ms. ***** was also reminded of these policies when she scheduled her appointment and in the e-mail that was sent to her. I have included a screen shot of that as well, which lists the policy in the first paragraph. I have also included a copy of the weekly group e-mail that she is sent (every single week) and if you reference the program policy reminders section the second line again states that no makeup sessions will be completed without payment. As far as when the e-mail was sent, we do not send e-mail reminders, the only reason she received an e-mail is because her appointment was virtual, rather than in person. We advised her, when she scheduled the appointment, as we do everyone, that she would receive the link the day before. We make no mention, or guarantee, of it being over 24 hours. She did not make contact when she received it, but rather just when she went to attend the appointment. She also told our office manager that she wasn't going to read a bunch of "mumbo jumbo" anyway.

  Ms. ***** scheduled her appointment, and then arrived without payment. We do not complete makeup sessions without payment, which again is listed in the four places I mentioned above, and she was reminded of this when she scheduled. She then became angry because we cancelled the appointment and charged her the cancellation fee. She then stated that she would be reporting us to the BBB, as well as her probation officer. We work with clients who are mandated and often struggle with above the rules thinking, entitlement, and abusive behavior. Ms. ***** was discharged from her last program and they refused to take her back due to these behaviors. Please let me know if anything else is needed.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22327501
  
  I am rejecting this response because:

  The response is incorrect and the reason why I left a different business isn't ant concern here and inappropriate for them to submit, also they push you thru the 50 pages of intake that you d9nt really have the opportunity to read everything.  When I made the appointment nothing was said or we wouldn't be in this situation.  That is a lie on their part. The email sent for login information was sent 13 hour prior to said makeup class which doesn't give 24 hours to respond. These people have found a way to scam people already financially struggling but are required to complete.  ************ is taking advantage of people in an unethical way

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