Birth Roots Inc

To whom it may concern:This letter is a response to Complaint ID#***Complainant began care with us on August 5, We offered a special discounted rate for maternity, birth and postpartum care of $total In order to qualify for this special discounted rate, the total amount
was required to be paid by August 19, Complainant signed a contract that outlined the conditions and limits on refunds available Her signature indicated that she understood and agreed.When complainant began care with us, she was given information on how to reach someone if necessary She was given our office number, as well as the information for some of our staff to contact via phone call or text, she was also informed that she could email us, and she could correspond with us through her online chart On the day that she called, Wednesday, September 7, 2016, there was a technical malfunction with our phones Complainant then contacted one of our staff members by text Our staff member then called her back and had a discussion with her Complainant had wanted to come in for a routine procedure, but we do not have office hours on Wednesday or Thursday Staff member then texted complainant back to say we would see her Friday at her regular appointment Complainant did not express to our staff member that she was having contractions or had any other immediate concerns At approximately 3:on September 7th, complainant’s husband called our center and midwife *** *** happened to be in at that time Ms*** spoke to complainant’s husband and told him that she was in the center and that if they wanted to come in right then, she could see them He declined, and said that his wife was too upset to come in Ms*** was unable to discuss complainant’s care further because complainant did not give permission to share information with her husband.At this point, our staff member again tried to call complainant to speak to her directly There was no answer so a message was left and a text was sent Ms*** also tried to call complainant, with no answer She then left a message, sent a text and also sent a message through complainant’s online chartSeveral attempts were made to communicate with complainant and to continue care.We heard nothing more from complainant until a phone call on September 23, 2016, in which she stated that her baby was born on September 12, She requested a refund and it was explained to her that per her contract, there was no refund due We offered to resume postpartum care with complainant and she did not make an appointmentAlthough there was a technical glitch with our system for a few hours, complainant was still able to reach our staff member and we offered to see her at the center that day when speaking to her husband