Complaints

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During a custody battle I was ordered to supervised visitation. I had to do my own research to find a place to provide supervised visitation so I turn to ****** the first place that popped up was family and childrens counseling services **** I contacted them to initiate the orientation process. This place charged Substantially more than any other place in Butte County. I figured they must be the best in the business since they charge an arm and a leg for their services. Within the first week of becoming a client of theirs they wrote progress notes about my daughters father saying that he had commented on their unprofessionalism and that they were rude to him they made it seem like he was a problem and they turned that information over to the judge in our case. I chalked it up as my daughters dad maybe being difficult because hes new to the supervised visitation thing as well as I am. Oh no that is not the case turns out these people are hateful toward their clientsthe very same people paying their paychecks I asked for clarification on what I was spending my money on because they were charging me $150 here $75 there and $25 again after I just paid them $225 and still dont know what I paid for!!! They typed up progress notes about me contacting them asking for clarification on what I was being charged for now and they actually charged me to rewrite my emails , in my own words , asking for clarification as a paying customer and they had the gall to accuse me of fighting the system and policies because I asked questions. I have never in my life been treated so badly by a business I am appalled these hateful imps should not be in business at all. the way they treat people is foul and distasteful and downright disgusting. now Ive wasted over $800 on services that I dont even know what I paid for besides progress notes about me asking for clarification on what I was being charged forthey should be shut down ********************************* has zero customer service skills. save your money hire a donkey Because shes an even bigger **** a**

  Business response

  12/06/2022

  This client was a Supervised Visitation client, which is a service that does not fall under HIPAA guidelines. This provides me with the opportunity to respond.
  
  Clients who are court ordered into supervised visitation services are often involved in a high-conflict and/or at-risk custody case. Domestic violence, substance use, and/or other issues related to the safety of the children are involved. Often, emotions are running high. In some cases, people haven't had an opportunity to develop effective coping skills to help them navigate stressful times.  As such, we regularly encounter people who use less-than-effective interpersonal techniques to vent their frustrations or change their circumstances. Also common is a lack of ability to take responsibility for one's own circumstance.
  
  All clients, including the one who made the complaint, go through an Orientation process where they learn about the rules and regulations related to Supervised Visitation. The guidelines we follow are spelled out by ********** Standard 5.20.  Due to the nature of the work, we also have organizational policies related to providing Supervised Visitation services. All clients (Visiting Parents and Custodial Parents) sign documents related to our policies, procedures, and fees.  I can send you ****************** signed documents if you would like to review them.
  
  ************** had two visits, yet required nine notes (well, ten now) due to her persistent contact with staff.  ************** was reminded of our Agreement, and warned that she would be terminated from services should she continue her behavior.  She also failed to make payments on time, causing visits to be canceled due to non-payment.  She was eventually terminated from services due to these issues.
  
  It may seem odd that we have a limit of contact with clients. We do this because of the law.  If we allow one person to demand an excessive amount of time from us, we can appear - or actually become- biased.  Since our role is "neutral third party" we have set boundaries to avoid becoming (or even appearing) biased.  Our stance on neutrality is repeatedly expressed and explained in our Orientation and in the documents that our clients sign.
  
  Ms. Dodge made three payments of $75 each and one payment of $25, for a total of $250. These fees went to visit fees and extra documentation fees, as outlined in our Agreement. Note that this amount is in contrast to her claim of paying "over $800."  
  
  By providing the BBB with a public complaint, ************** has violated the Cease and Desist (for slander, libel, defamation of character) we gave her upon termination.  Her complaint does not accurately represent her interaction with our organization. It is not truthful, and if published, is therefore legally considered libel.  I trust that the BBB will not make public such things.
  
  In addition, the issue at hand relates to a court-ordered service involving a minor child. None of us, ******** included, are legally allowed to publicly reveal the details about a child's life without the custodial parent's (and possibly the judge's) consent.  
  
  I look forward to your response and resolution to this.
  
  Thank you,
  
  ***************************, MA, LMFT-S
  Executive Director 
  CA ****** | OK **** | NC 2143
  Family & Children's Counseling Services, Inc.
  Website: www.HealPlayLove.org 

*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. ↩