Autism Intervention Specialists

Continued requests for services are delayed beyond a reasonable time frame. 4 months since a letter stated "some one will be in touch soon."On October 26, 2012 my insurance approved ABA services for my son to be provided by AIS. By December I completed all the paperwork required by AIS and some one from AIS visited for one hour. Afterwards, my paperwork was returned and I was told that they had updated their forms between when we printed them in November to their receipt in December. I resent everything in February and finally recieved a letter dated May 3, 2013 that some one would contact me shortly to schedule the initial assessment. I phoned may 24th and was told some one would be in touch shortly. No one called. I called again June 7th and was told some one from AIS will call after they have a meeting regarding my inabilibty to provide a credit card. AIS requires a credit card on file so that they can charge me if I cancel an appointment without 24 hour notice. Since I do not HAVE a credit card, why couldn't they just bill me and stop services until I pay? In other words, since I'm entrusting AIS with the care of my own child, they can trust me to provide payment IF I fail to follow the contract? I never heard back from them so I again contacted them on July 10, 2013. I spoke to two different individuals, [redacted] and [redacted], and was told that I should have received a letter from them about me giving them a 200$ deposit just in case I cancel. I sated that I never received said letter so [redacted] read it to me over the phone and dropped it in the mail (it is dated June 18, 2013 even though I didn't receive it until mid July). [redacted] also assured me that I could speak to some one higher up but that she couldn't give me that or the CEO's contact info but some one WOULD call me that evening or in the next few days. Today is September 3rd and I have yet to hear from ANYONE and all the while my child still does not have services. I was promised that even though I couldn't provide a credit card, this would not impact the timing for delivery of services. How can they say that? The approval expires October 26, 2013 and he has yet to receive an assessment and behavior plan.Desired SettlementI want ABA services for my child ASAP!Business Response Contact Name and Title: [redacted] Contact Phone: [redacted]Contact Email: [redacted]@autismspecialty.comAIS greatly apologizes for the delay Ms. [redacted] has experienced. Typically, services take an average of 6 months to begin, but we do have a credit card policy that is standard throughout the agency. Just as your doctor, psychologist, or other health care provider requires a credit card, so does AIS for many business reasons. We had an Executive Meeting to discuss Ms. [redacted]'s specific case as it is different than any we have experienced thus far. After deciding to accept a deposit in lieu of a credit card, the company announced an impending merger. As negotiations have continued, we have been unable to process the change as it is not standard for either agency. After review and appreciation of Ms. [redacted]'s patience, we will continue forward with a deposit and a letter will be placed in the mail today for her review. AIS takes great pride in it's services and strong business practices. We hope that moving forward Ms. [redacted] will experience why we are one of the largest ABA providers in New England. We will do all we can to ensure this is her experience. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have two issues with the response. The first regards the seemingly bogus credit card policy that AIS claims is standard. It has never been my experience for a business to keep a credit card on file. I have worked with AIS's competitor, [redacted] and they never required any personal financial information. However, it has always been my experience that IF and when a client or patient cancels or breaks contract, they are billed and payment is then made. I have experience working with the [redacted], and numerous other doctors and health care providers and have NEVER been required to carte blanche give my financial information for them to keep just in case. Although I find it concerning that they have such a policy, through AIS's communication with the Revdex.com I understand that they would be willing to consider an alternate option. I question this non-standard approach but would be willing to explore other options for the benefit of my child. I have greater concern with the second issue which is this: AIS has yet to contact me. AIS continues to misrepresent its business practices to the Revdex.com and has failed to contact me as they indicated in their response. So I am not satisfied and the Revdex.com shouldn't be either.Final Business Response I am writing to inform you of the arrangement we have come to regarding compliant #XXXXXX by [redacted]. We previously were willing to take a deposit in lieu of a credit card. Since that time, we have merged with a large organization out of [redacted] and, subsequently, policies and procedures have changed.After discussion with our Chief staff, we will waive the need for a credit card as long as Ms. [redacted] will sign an understanding and acceptance of financial responsibility. This will be communicated to her today via a phone call from our Corporate Office.We appreciate your follow-up regarding this case and we look forward to working with Ms. [redacted] in the near future. If you have any further questions or concerns, please do not hesitate to contact me.