Complaint: ***I am rejecting this response because: CFN has never provided nor discussed with me any cancellation fee and/or policy regarding the sameI can provide email documentation providing Joy's response to my first cancellation (via email) in a joking mannerNever once was it mentioned or discussed that CFN was waiving a cancellation fee...in FACT there was no discussion what-so-ever about a feeIf this is a company policy why wouldn't that company make that fact very clear to a client? Especially when it will cost a client $Disclosure is what an honest business would do to keep clients informedThis business practices lack of disclusure and sneak fees inI would like CFN to provide me a copy of this signed policy as it has never been provided to meMy concern is this company can alter documents in their benefitHad they fulfilled their obligation to provide me copies of the alleged signed documents then I would have something to reference
Sincerely,*** ***
Complaint: ***I am rejecting this response because:
1) No copy of this document was provided to meI was completely unaware of cancelation fee until it was stated to me via emailAgain, there was absolutely no mention of said fee after my first cancelationInstead Joy made light of my fall and joked about itA professional individual would have made the policy clearI was told there was a $fee after my second cancelation which is exactly why I didn't reschedule with CFNI knew they were trying to take advantage of meMy medical condition prohibited me from making the appointment
2) Where in this document does it state there is a $fee? By not specifying an amount this seems very unfair to a client because CFN can change the fee to whatever they feel like chargingObviously, this is a sneaky tacticSad to think there are more clients being taken advantage of by these unprofessional business practices.
Sincerely,*** ***
I'm sorry you feel we have been dishonest but I've attached the original document you signed on 3/25/15 clearly showing our policy for late cancellations. The first full paragraph of the first page is clearly written as follows: "I agree to make every effort to keep all scheduled appointments and be on time. If I cannot attend a scheduled session, I will call to cancel and/or reschedule. There will be no fee if phone message or conversation is received before 24 hours of the scheduled appointment time. If phone message or conversationis received after the 24 hour time frame a fee will be charged for that cancelled or missed session. (Please note that if insurance is being used for payment, insurance cannot be billed for a no-show/late cancellation and therefore the client is responsible for the fee)." Your signature and date is supposed to be indication that you read and understood that.
You were also reminded of this fee when you cancelled without rescheduling on 7/7/15, to which you responded "Bill me", clearly indicating you now understood there would be a fee. You were not charged this fee the first time you had a late reschedule on 6/16/15 because you rescheduled at the same time.
We have taken great efforts to grant you understanding within our well-established company policies. There has been no dishonesty or deception here.
It is common for health care professionals to have a late cancellation fee policy, some as long as 48 hours, since it is very difficult to fill an appointment slot when clients cancel in less than 24 hours, thereby causing loss of income. Every client in our practice is asked to sign and date...
this notification in our intake paperwork at the time of the first appointment, which was signed and dated by [redacted] at the time of her first appointment. This is saved in her chart. Copies of this policy and her signature can be provided upon request.
This was a second event for [redacted]. The first time she cancelled late, she was given a "grace" non-charge since she rescheduled at the time of the cancellation and she reported extreme hip pain/injury. The second time she cancelled, she did not reschedule and she did not report pain or other circumstances preventing her ability to make it to the appointment. She was also reminded at the time of the cancellation that there would be a fee, to which she responded, "Bill me." Since this was done in writing, copies of this can also be provided upon request. So we billed her as per her request and she did not pay the fee. We sent her the same bill for 3 months in a row without response from her. It is our company policy after 3 months of attempting to collect this fee that if the client does not respond, it is automatically sent to collections. That is the current situation.
Complaint: ***I am rejecting this response because: CFN has never provided nor discussed with me any cancellation fee and/or policy regarding the sameI can provide email documentation providing Joy's response to my first cancellation (via email) in a joking mannerNever once was it mentioned or discussed that CFN was waiving a cancellation fee...in FACT there was no discussion what-so-ever about a feeIf this is a company policy why wouldn't that company make that fact very clear to a client? Especially when it will cost a client $Disclosure is what an honest business would do to keep clients informedThis business practices lack of disclusure and sneak fees inI would like CFN to provide me a copy of this signed policy as it has never been provided to meMy concern is this company can alter documents in their benefitHad they fulfilled their obligation to provide me copies of the alleged signed documents then I would have something to reference
Sincerely,*** ***
Complaint: ***I am rejecting this response because:
1) No copy of this document was provided to meI was completely unaware of cancelation fee until it was stated to me via emailAgain, there was absolutely no mention of said fee after my first cancelationInstead Joy made light of my fall and joked about itA professional individual would have made the policy clearI was told there was a $fee after my second cancelation which is exactly why I didn't reschedule with CFNI knew they were trying to take advantage of meMy medical condition prohibited me from making the appointment
2) Where in this document does it state there is a $fee? By not specifying an amount this seems very unfair to a client because CFN can change the fee to whatever they feel like chargingObviously, this is a sneaky tacticSad to think there are more clients being taken advantage of by these unprofessional business practices.
Sincerely,*** ***
I'm sorry you feel we have been dishonest but I've attached the original document you signed on 3/25/15 clearly showing our policy for late cancellations. The first full paragraph of the first page is clearly written as follows: "I agree to make every effort to keep all scheduled appointments and be on time. If I cannot attend a scheduled session, I will call to cancel and/or reschedule. There will be no fee if phone message or conversation is received before 24 hours of the scheduled appointment time. If phone message or conversationis received after the 24 hour time frame a fee will be charged for that cancelled or missed session. (Please note that if insurance is being used for payment, insurance cannot be billed for a no-show/late cancellation and therefore the client is responsible for the fee)." Your signature and date is supposed to be indication that you read and understood that.
You were also reminded of this fee when you cancelled without rescheduling on 7/7/15, to which you responded "Bill me", clearly indicating you now understood there would be a fee. You were not charged this fee the first time you had a late reschedule on 6/16/15 because you rescheduled at the same time.
We have taken great efforts to grant you understanding within our well-established company policies. There has been no dishonesty or deception here.
It is common for health care professionals to have a late cancellation fee policy, some as long as 48 hours, since it is very difficult to fill an appointment slot when clients cancel in less than 24 hours, thereby causing loss of income. Every client in our practice is asked to sign and date...
this notification in our intake paperwork at the time of the first appointment, which was signed and dated by [redacted] at the time of her first appointment. This is saved in her chart. Copies of this policy and her signature can be provided upon request.
This was a second event for [redacted]. The first time she cancelled late, she was given a "grace" non-charge since she rescheduled at the time of the cancellation and she reported extreme hip pain/injury. The second time she cancelled, she did not reschedule and she did not report pain or other circumstances preventing her ability to make it to the appointment. She was also reminded at the time of the cancellation that there would be a fee, to which she responded, "Bill me." Since this was done in writing, copies of this can also be provided upon request. So we billed her as per her request and she did not pay the fee. We sent her the same bill for 3 months in a row without response from her. It is our company policy after 3 months of attempting to collect this fee that if the client does not respond, it is automatically sent to collections. That is the current situation.