Complaints

This profile includes complaints for Playworks Speech Therapy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Playworks Speech Therapy Inc. has 2 locations, listed below.

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  Playworks Speech Therapy Inc.

  4620 Cherry Hill Rd Ste 215 Arlington, VA 22207-3400

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  Playworks Speech Therapy Inc.

  3508 Lee Hwy Arlington, VA 22207-3717

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:09/11/2023

  Type:Product 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.

  There was a miscommunication about an appointment. I contacted them prior to the tentative appointment time to confirm the appoitment would not take place because they didnt confirm it and they didnt send me a reminder. They didnt get back to me. It wasnt until I logged into the client portal that I realized they had chraged me for the full amount of the appointment even if they didnt provide the service. They charged me without communicating about it.Im asking for a refund of the charge.

  Business Response

  Date: 09/27/2023

  *******,
  
  On behalf of our entire team at Playworks, we are deeply sorry for the miscommunication that has occurred. We pride ourselves on flexibility with scheduling and transparency regarding our billing practices. I am unclear on your interpretation of our late cancel policy. We charge for sessions cancelled within 24 hours unless the client is ill. However, we always give one freebie as life happens. In this case, an assessment was scheduled on 06/07 and you cancelled the assessment within 24 hours due to a conflict. We did not charge for this late cancel. A subsequent assessment was set up and conducted at the Playworks office on 06/15. While at the office, you set up another appointment for 06/22 at 10:00 am. You sent an email on 06/21 cancelling the appointment citing a work conflict. In this case, we did charge for the late cancel per our policy. You did sign our consent for services which details the late cancel policy, thus giving us consent to charge you if an appointment is cancelled within 24 hours. Additionally, you claimed you had no awareness of the appointment on 06/22 but you emailed on 06/21 to cancel the appointment. This indicates you did in fact know there was an appointment on 06/22. We are always open to a phone discussion or in person meeting if you are seeking further resolution.
  
  ***********************, MS, CCC-SLP
  
  Playworks Therapy
  
  Executive Director
  
  **************

  Customer Answer

  Date: 10/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  The response provided is misleading. I contacted them for clarification, because it was not clear to me the appointment was confirmed. When they did not reply, I tried to cancel it just in case because I wanted to avoid any charges. The confusion is compounded by the fact that they do not follow standard business practice of sending appointment reminders.

  Charging me for an appointment they set up on my behalf without letting me know, and not even replying when I sought clarification is not Okay. Providing a misleading, manipulative, response like the one they provided is not Okay. 

  I expect a full refund for the appointment for which communication was confusing to say the least. 

  This company has been extremely delayed in their responses throughout. I do not recommend anybody to work with them.

  Regards,
  
  *************************

  Business Response

  Date: 10/24/2023

  Regarding complaint 20585536:

  We are sorry to hear we have caused frustration.  On August 19, ******* asked for appointments to begin the week of August 21.  The treating therapist was out of town when this email was sent.  The treating therapist then sent a follow up email on 08/25 offering an appointment on Tuesday, August 29 at 10:00.  ******* responded outside of business hours, that the Tuesday time would not work.  ******* sent 4 emails between 8:07 and 8:15 on  Sunday, August 27 requesting a response.  The treating therapist responded to the request to cancel the appointment on Monday, August 28 at 1:30 and offered alternative resources.  This appointment was cancelled and the client was not charged for it.  The late cancel charge in dispute was from an appointment the client expressed knowledge of - in fact she set it up herself when she was in the office on 06/15.  After setting up a follow up appointment for 06/22, she did not attend and did not cancel with 24 hours notice.  Prior to this, the client had cancelled one other appointment, with less than 24 hours notice, and was not charged. 

  ***********************, MS, CCC-SLP

  Customer Answer

  Date: 11/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I didn't set up an appointment while in your office. You should acknowledge the miscommunication and refund the session. With that said, even if there was an appointment with late cancellation notice, why would you charge the full amount of a session? It's just not a standard business practice. I didn't find anything special about your services that would warrant deviation from normal practices. 

  Your hidden cancellation fees are a disservice to your clients.

  Regards,
  
  *************************

  Business Response

  Date: 11/08/2023

  She claims in the email that she has no record of the 06/21 appointment - but she sat at the clinician's desk on 06/13 and made the appointment herself in the clinician's calendar.  It was bizarre.  She came back to the staff area and began cleaning as it was not to her liking.  She was difficult to schedule with - so the clinician opened her calendar and told her she could find a time that worked for her.  She entered the 06/21 appointment on the calendar.  She must have remembered this as she knew to cancel it at 9:03 on 06/20.  

  Customer Answer

  Date: 11/20/2023

  I understand this issue has been closed. I request that no personal information (i.e., name, phone, email, etc) you might have of me be posted publicly on your website please. I'd like my anonymity be respected throughout. Thank you.