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:04/27/2023

  Type:Customer Service 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.

  My son was evaluated by WEAP in ******* on March 13th. The evaluator told me after the 3 hour evaluation that my son had Autism. He suggested ABA and wanted me to set it up right away. I wanted more info, and he said I would receive a report in 3-4 weeks. I requested to wait to make any decisions until I had the full report. I asked him to give me some sort of documentation that day saying my son received an Autism diagnosis. He was perplexed, but gave me a signed document.So I waited. The 3-4 weeks. It's now been almost 7 weeks. I have called multiple times, emailed multiple times, and been told "It might take a little longer.""I don't see it in the system yet, I'll let you know when I do." "I still don't see it. I'll reach out to the evaluator and have him call you.""I sent it to the reviewer, you should have it soon."I can never actually talk to a human when I call, I always have to leave a voice-mail, or email. I know NOTHING about my son's diagnosis other than "He has Autism." I need more information!!! We are struggling and need help. My son needs help. This is not okay. I need this report to get further help for *****, and this has delayed us, causing further frustration for my whole family.

  Business Response

  Date: 05/18/2023

  I left a voicemail for ****** on 5/17/23. I followed up with an email on 5/17/23 apologizing for her experience and assured her that the report process which led to the delay was being looked into. I offered her the opportunity to attend WEAP's next Parent Orientation on 5/24/23, take a tour of one of our Learning Centers and/or schedule a phone call with our Intake Associate to learn more about our program. 

  ******, Intake Associate, had reached out to ****** on 3/20/23 following child's diagnosis at our clinic. ****** offered to hold a phone call with ****** to address any questions she may have regarding our program and next steps if she was interested in WEAP as a treatment provider. At this time, ****** had expressed that she preferred to see the report before discussing ABA therapy. 

  ****** also had additional communication with ****** between 3/20/23-4/24/23 regarding the status of the report. 

  On 4/25/23, ***************************** contacted ******, per her request to discuss the status of the report. 

  On 4/27/23, *********************************, Supervising Psychologist, contacted ************* 

  On 4/28/23, the finalized DE Report was provided to ************* 

  On 5/2/23, confirmation from ****** that the report was received. ****** inquired if ****** was interested in discussing WEAP's ABA program. 

  WEAP sincerely apologizes for the additional stress and frustration that the delay in report completion caused ******. We hope we have the opportunity to speak with her in the future.