Bittersweet Encounters

"This review is based solely on my experience with the administrative side of the practice. Noticing that we hadn’t received the zoom link for our session, I reached out to the practice, a few hours before our appointment to inform them. I ended up speaking with the owner, and she informed me that the session had been canceled because they could not bill the card on file, which is fair. Delving into it a little more I discovered that they were attempting to build the wrong card and never tried to bill the correct card on file. I settled the bill doing that phone call, but I also ceased services with them for the following reasons: 1. While the owner maintained “professional “ Demeanor in the fact that she was not belligerent towards me in anyway, she was very dismissive and rude. Cutting me off when I was speaking, talking over me, blaming me for the issue. 2. Someone from the office did try to reach out to me (I later discovered it was for the bill), but when I answered the phone, I let her know that I was in the middle of an appointment and couldn’t take the call at that moment. To which she replied, OK, and hung up. She never let me know what the matter was about, where she was calling from or who she was. It would be much better practice for their receptionist to inform client of who she is, and why she’s calling, and for them to attempt to reach out at least twice. Perhaps once via phone and once via email. 3. The practice does not send out any form of communication when there is a mishap, which is the main reason we cease services with them. We were never informed that our bill was past due, we were never informed that our session was canceled, and no one tried to reach out to us in any form or fashion, other than the brief phone call previously mentioned. When I try to offer this constructive criticism to be owner, she told me that I could have called the office and paid my bill if I knew it was past due (which we didn’t). My biggest complaint is that they send absolutely no communication or notification to you in the event that they cancel your appointment, which to me is extremely inconsiderate and rude. 4. They do not follow their own policies, but expect you to abide by them. So the policy is that you will be billed before your appointment, and if the bill cannot be complete, the appointment will be canceled, which is totally fair. Since we had our previous appointment Without issue, we were under the impression that the billing had been completed with no issue. I think it would be more fair to their clients if they follow policy on both ends, for the client in for the practice themselves. Don’t allow us to have the appointment if Billing wasn’t complete and don’t cancel an upcoming appointment without notice because billing wasn’t complete. We adored our therapist Jon and we were really looking forward to our sessions. The icing on the cake and was still the deal for me was when I was trying to explain to the owner why we would not be continuing our sessions she hung up in my face. Had it not been for the condescending and dismissive nature of the owner we would have gladly returned to the practice for our sessions. Customer service and retention is something a lot of minority businesses struggle with so I’m not truly surprised at my experience, but I was really hoping for the best with this practice. Hopefully the owner can take these constructive criticisms and improve her practice for the better."