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:11/25/2024

  Type:Service or Repair 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.

  My debit card was charged for $341 without my consent. I reached out to the business via email and phone and no one reached out to me in response. From the start of my therapy sessions I was quoted a price of $20 per session. I made my payment prior to each session, but without fail the billing department would always charge me more. I didn't think too much about it until I realized they were preying on me and I stopped my sessions all together. Months later, (two weeks ago) my card was charged without my consent and no one seems to be willing to give me an explanation, apology, or refund.

  Business Response

  Date: 11/25/2024

  Thank you for bringing this matter to our attention. We take all concerns seriously and strive to maintain transparency and fairness in our billing practices. After reviewing the details of this situation, I would like to provide clarification:
  Billing and Charges:
  At the start of therapy, all clients are informed of their session fees and provided with documentation outlining our financial policies, including payment terms and procedures. We require acknowledgment of these terms before beginning services.
  Each session was billed based on the agreed-upon rate, and all charges were processed in alignment with the signed agreement. If there was any discrepancy, we encourage clients to reach out to resolve the matter promptly.
  Communication:
  I was recently made aware of a voicemail left on our Billing Coordinators phone. The message outlined the steps the complainant intended to take and gave the impression that there was no interest in working collaboratively to resolve the issue. We want to emphasize that we are here to help clarify and remedy any misunderstandings. To that end, I will ensure our ****************** follows up promptly to provide further clarification and assistance.
  Recent Charge:
  The charge of $341 appears to be related to an outstanding balance for previous services. As outlined in our agreement, if a balance remains unpaid, we reserve the right to process the card on file to settle the account. This policy is in place to avoid collection issues and is communicated during intake. For instance, if a client uses their EAP benefits and then transitions to commercial insurance for services, any deductible associated with their insurance plan becomes the clients responsibility. Additionally, we maintain records of our billing departments attempts to contact clients to address outstanding balances before initiating any charges to their debit card.
  Resolution:
  While the charge was consistent with the signed agreement, we are happy to work with you to address your concerns. Our billing department will contact you directly with the information provided to the BBB so we can provide a detailed breakdown of your account and, if warranted, explore an appropriate resolution.
  Our goal is to ensure that all clients feel supported and valued. We regret any misunderstanding and are committed to addressing this matter promptly.
  Sincerely,
  ****** *****
  Owner
  Conscious Freedom

  Customer Answer

  Date: 11/26/2024

  Complaint: 22602213
  
  I am rejecting this response because: The business reached out to me, attempting to apologize. Processing my card without my consent isn't ethical or legal and they need to be held accountable. They are offering me nothing for violating my right as a consumer and my right as a patient. 
  
  Regards,
  
  Mecoiya *****

  Business Response

  Date: 11/27/2024

  I appreciate the opportunity to address this concern further; therefore, I will clarify with the following:
  Contact with the Client:
  The billing department did not call the client to apologize but to ensure transparency by informing her of the signed practice policies she agreed to upon beginning services. During this call, we clarified the terms outlined in the policy, including the provision that allows us to process a card on file for past-due balances.
  To ensure the client fully understood, we sent a signed copy of the practice policies, that she signed, via email, with the relevant section regarding payment responsibilities and our rights to charge the card for outstanding balances highlighted.
  Billing Inquiry:
  During the conversation, the client was asked if there was anything we could do to resolve her concerns. The client responded by asking why we were calling and stated she was not disputing the charge itself but was concerned about the fact that the card was processed without explicit permission.
  Practice Policies and Documentation:
  As part of our standard onboarding process, all clients review and sign our practice policies, which include a clear explanation of our payment terms. These policies are designed to ensure transparency and understanding from the start of care.
  For the BBBs review, we are including a copy of an unsigned practice policy with the relevant section regarding payment responsibilities highlighted.
  We strive to maintain professionalism and fairness in all interactions and billing practices. Our intent in contacting the client was to provide clarity, ensure transparency, and address any misunderstanding about the policies she agreed to upon signing. We remain open to discussing this further if needed.
  Respectfully,
  ****** *****
  Owner
  Conscious Freedom
  
  Attachment: Unsigned Practice Policies with Highlighted Section *client received a copy of her signed practice policy form*

  Customer Answer

  Date: 12/09/2024

  Complaint: 22602213
  
  I am rejecting this response because: "We reserve the right to process credit cards for past-due balances should the clients card decline." My card didn't decline ****** Due to the wording of the statement, this isn't applicable.  Also, I did say that the amount wasn't correct due to ******* quoting me a different amount before and after each session. I gave this practice 2 weeks to address my concern before I reached out to the BBB. I attempted to make contact with the billing representative via text, phone, and email and no one said anything in response. 

  You deal in  a business where people may or may not be in a healthy emotional or mental state. Something like this inconsiderate inconvenience could send someone overboard. Take that into consideration the next time you do something like this without trying to make contact with the consumer first. 

  If you want to go into specifics, there were several times where my therapist was either late to the appointment or ended it a few minutes early. Which means that I didn't get the full 53 minutes that I was due as a consumer. 

  
  Regards,
  
  Mecoiya *****

  Business Response

  Date: 12/09/2024

  Thank you for sharing your concerns.

  After reviewing the situation, it is clear that we are unable to come to a resolution that is satisfactory to you. If you believe the charge was made in error, we recommend disputing it directly with your credit card provider, as they will be best equipped to assist you.

  
  We wish you the best moving forward.

  
  Sincerely,

  ******
  

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I'm not satisfied with their response but I don't feel as if a resolution is possible with this provider.  
  Regards,
  
  Mecoiya *****