Designers Expo LLP

Initial Business Response /* (1000, 9, 2016/04/14) */
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June Assessment completed
July Remedial Language Program initiated with session beginning July 13th July 16th an email was sent from Novaread to the client providing the schedule for both July and AugustThe schedule was decided upon by the client
This email confirmed itAlso included in that email were our operating policies which was noted by the client and it was also noted that she, "will read through the policies and let you /Novaread/ if I /the client/ have any questionsThanks so much for your help!" No questions concerns or issues related to the policies arose
at that time or any time until the period in dispute
August program continued
September program continued
October program continued
November program continued
December program continued
January program continued
February program continued in the complaint there is reference to the team being cut in halfThat is inaccurateThe student in question had two trained instructors working with him and delivering his programDue to a very unfortunate situation one of those instructors ceased their employment with NovareadDespite this there were still two who were very capable of working with the student and continuing his program uninterrupted
There has also been reference that the communication to clients regarding the change in staffing was mishandledAt the time, February 2016, we were working with many different studentsThe decision was made to speak directly and in per*** with every per*** whose child worked with the staff member that was no longer thereIf the client was one who we worked with via *** then we would use *** to communicate thisIn no case did we choose to simply email news of this nature.***
Absolutely no one issued a notice of discontinuation other than the complainant and there was no mention that the notice regarding the staff change should have been done differentlyIt should also be noted that the day the complainant issued her notice of discontinuation was in fact the first scheduled visit to our office since the staff changeIt represented the first chance we had to speak with her in per*** since the change in staffOur treatment was consistent across every clientNot dismissive or mishandled
Monthly session volumes for July - February
Time line
June program initiation assessment completed
July sessions
August sessions
September sessions
October sessions
November sessions
December sessions variation due to and permitted as a result of holiday closures
January sessions
February sessions
March sessions invoiced amount however invoice remains unpaidThe monthly session totals never drop below and never rise above The section of our operating policies that is relevant to this complaint
CANCELLATION - days notice is required prior to schedule reductions or program termination***
Initial Consumer Rebuttal /* (3000, 11, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We began a business relationship with NovaRead in July of regarding treatment *** The way this situation has been handled makes it clear that this organization is not a fit for his needs
Nova Read consistently refers to their policiesAt no point have I signed any kind of contract
The clinical team qualified to work with my *** WAS reduced to half in February There were two clinicians on staff who were trained to administer his program and they were the only two individuals he ever worked with during the time he was being treated at NovaReadOnce one of those individuals was t***, the qualified individuals at the organization to work with our *** was reduced to That is cut in halfAs a customer who paid over $*** in for service, this significant change should have been communicated immediatelyAnd the timing of the email I forwarded to end our service requirements with NovaRead was sent several hours before the organization ever tried to communicate the change with meThey have days to initiate this communication and make the conscious choice not to***
In my notice of discontinuation, I made it very clear that the lack of appropriate communication about this issue was indeed a significant reason for our termination of services with NovaRead***
In the sessions listed from July to February, no note is made of cancelled sessions (some of which were cancelled by NovaRead)which affected session levels each monthIn December we ended up with only sessions due to cancelled sessions, for exampleOne of those remains a paid session we continue to be owedThose varying service levels were of no issue thenWe also had reduced sessions in July of due to ***No issue from NovaRead at that time
When NovaRead quotes their cancellation policy, it should be noted that their policy states days notice prior to schedule reduction or program terminationNowhere in that policy does it state a minimum number of sessions must be booked in that time
In fact, their policy states that make up sessions for cancelled or missed appointments will be scheduled at mutually agreed upon timesNowhere in their policy for make up sessions does it state that these will be booked provided the client continue to book what they consider to be a full appointment load the following monthWe continue to be owed $*** for sessions we have paid for and no service was provided
When *** quotes only an excerpt from the email I sent to provide discontinuation of service (incidentally the same email that indicates the lack of communication of a change in clinician levels at NovaRead is an issue for us), it does say that I "understand" I am required to give days noticeI was told from another clinician this information that weekI gave days noticeI was not told at any time that minimum session levels needed to be booked in that time frame
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As they quote their rescheduling policy in their communication here, it should be noted that on at least occasions I requested dates for the make up sessions we are owed and I have never been provided with datesI also have proof of this communication