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:11/16/2022

  Type:Order 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 have paid this business hundreds of dollars in interpreter services for the deaf over the years; they keep poor records and always charge me for 2 hours of interpreter time even if an appoinment lasts 15 minutes. This is extremely cost prohibitive, as each appointment costs me $120 for an interpreter, and the visit reimburses only about $50 from insurance. The company has a monopoly on the services and takes advantage of the service for its deaf members, to the detriment of their medical providers. IN addition, I have paid them hundreds of dollars over the last year in translator services, only for them not to recognize payment and ask for more, despite me giving them bank statements. This company needs to be investigated for their billing activities; I have never signed a contract for their services allowing them to bill me for 2 hours each time, nor do I think it is fair to do so. NO one at the office ever gets back to me, and they do not even put a phone number or email on their invoices, so I can only communicate via mail. Horrible service, its a real shame there isn't a better option for the deaf community.

  Business Response

  Date: 11/22/2022

  Response to complaint ID ******** 

  
  This complainant has been a customer since September of 2013. There is a two hour minimum for interpreting services; this is the national industry standard for Sign Language Interpreting, set by the Registry of Interpreters for the Deaf, and has been for years. There is no sign language interpreting service that has less than a two hour minimum. We have had signed contracts with them as far back as 2013. We most certainly do not have a monopoly; there are other services out there and providers are free to call any of them. While there may be less time than 2 hours at the appointment, you have to consider travel time and prep time (Interpreters are independent contractors). We have never received a bank statement. We have a couple of times in the past credited payments to the incorrect invoice because there was no invoice number on the check; those issues were fixed by communicating with their office. There has only been one billing issue, and it was for the complainant not paying the full amount of the invoice in October of this year. WE are waiting for a return call from THEM. Our phone number is clearly printed on our invoices, and we can be reached by email as well. Our phone number is not printed on statements which are sent out for overdue accounts; we are working to change that. All of our contact information is on our website, including direct email addresses for staff. We can provide sample invoices if needed, and our website is www.hdscenter.org. Our phone answers 24/7, and we return calls as soon as possible. We believe this complaint is based on the provider not wanting to pay the 2 hour minimum, not any defects in our service or billing.