Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello! So theyre not open on Sundays, and I did not know I could reschedule on this third party app they made me download because I was told I will not be allowed to call them in the office anymore all communication will be through this app. I couldnt make it to my sons Monday appt on 9/9. Which I stated in those messages. I was told I will not be charged for the missing of the appointment since I wasnt aware of the rescheduling allowed through the app. I opened my email today and theres a bill in there from that date, that I was told I wasnt being charged. Absolutely insane! This place is so unorganized and the communication is awful. The retention rate is through the roof here since management seems like its toxic! Nobody knows what theyre doing or can I get a clear answer if the charge will be cancelled, since thats not my fault thats the employees fault she didnt know the policy! Thank you. Im so fed up with this place. My son needs speech therapy due to his delays and now we will be losing this service due to this sad companys mistake. Please help me, as a mother just trying to take care of my son that requires extra care

  Business response

  09/27/2024

  Subject: Response to Billing Dispute and Schedule Change
  
  Dear Customer,
  
  Thank you for bringing your concerns to our attention. We understand your frustration and apologize for any inconvenience caused. We wanted to clarify that a message was sent to you via the app on 9/26/2024,reminding you of our 24-hour notice attendance policy. This policy was agreed upon to ensure we can offer appointment slots to children who are waiting to attend their sessions.

  That said, as a valued and long-standing customer, we have honored your request to remove your son from the schedule and have waived the fee for the missed appointment as a gesture of goodwill. We appreciate your continued support and are sorry that this situation caused you distress.
  

  Please feel free to reach out if you have any further questions or concerns, and we would be happy to assist.
  
  Thank you,
  MTW **************** Team

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My son had an initial consult for feeding therapy on 1/24/24, and was charged a $37 copay, he had 10 appointments following that we were charged a $31 copay for, and paid $37 again on 3/04/24. On 3/11/24 we were told they had been charging us the wrong amount the entire time, and we needed to pay the balance due at that appointment. We paid $134 on 3/11/24. The difference in $37 (correct copay) -$31 (incorrect amount charged) = $6 x 10 visits = $60 ****** balance =74 74 - $37 copay for current visit = $37 Mark ********************** Words overcharged for one extra copay amount. I called the company and cannot reach the billing department, left a message for a return call from billing with no results.I have filed a complaint with TRICARE, who should be investigating the matter and the company should receive a **** against their license.

*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. ↩