Brain Balance of Austin

Our responses to the complaint are listed below and we have attached supporting documentation as well.Client has five basic complaints:1. Assessment wasn’t completed2. Because the assessment wasn’t completed she should be refunded3. Staff wasn’t trained in behavior strategies4. Staff blamed behavior...

on diet5. She should get a full refund including the fee for the assessmentOur Responses:1. All aspects of the assessment were completed but the student was unable to perform some of the exercises2. We offered to refund the assessment fee if they did not join the program because her son was not able to complete all aspects of the assessment.  However, they did agree to join the program so the assessment fee was not refunded.3. We are not sure to what behavior strategies she is referring.  Our staff is well trained and we answered a long list of questions in writing regarding our training and the exercises that we perform with her child.  Further, if she is referring to the behavior strategies recommended by [redacted] we did and do follow those guidelines fully.4. We did not state or imply that his diet caused any behavior issues.  We did get her signature agreeing to follow dietary advice.  We did ask questions as to whether that advice was being followed and we encouraged her to do so.5. She signed a document agreeing to an 80% refund of her program fees if she left in the first two weeks yet she was refunded 100% of her program fees when she requested a transfer in the second week, which was later changed to a request to leave.  The contract she signed was for a total of $12,900.  The contract states she would be refunded 80% of that $12,900 if she left the program within that first two weeks.  She paid us $4000 and began the program with the promise to pay the balance in three weeks.  The balance was never paid.  She was refunded the entire $4000 or 100% of her program fees rather than the contracted 80% of the program fees.Thank you,[redacted] and [redacted]