Gietzen Electric, Inc.

Initial Business Response /* (1000, 5, 2015/11/23) */
Contact Name and Title: [redacted]
Contact Phone: 775-337-1334
Contact Email: [redacted]
Re: Case #[redacted]...


To Whom This May Concern:
This letter is a response to the complaint made against our company. Based on the letter we received (case number [redacted]) it is our understanding that the complainant is asking for a reversal of the $185.00 no call/no show fee charged to her on November 10, 2015. The complainant first contacted our company on June 15, 2015 and scheduled an appointment to receive acupuncture from [redacted] on August 25, 2015. During that phone conversation the complainant provided us with her name, date of birth, contact phone number, email address and credit card information. It was explained to the complainant that it is our company policy to obtain every patients credit card information in order to hold their appointment. It was also explained to the complainant that if she needed to cancel her appointment she would have 24 hours before her scheduled time to do so, and that one of our receptionist would make a reminder call to her the day before her scheduled appointment. The complainant was told that if she no called/no showed her appointment she would be charged the full price of the visit; which is $185.00. The complainant agreed to our policy and willing gave us her information.
On August 24th the complainant contacted our company to cancel her appointment that was scheduled for August 25th. During that same conversation the complainant rescheduled her appointment to receive acupuncture on November 10, 2015 at 11:30am. The complainant was again reminded of our no call/no show company policy.
On November 9th our front desk receptionist placed a reminder call to the complainant. During that conversation the complainant confirmed that she would be attending the appointment scheduled for November 10th and at that time asked for directions to our office. Directions were given to her and the conversation ended. The next day, November 10th the complainant not only failed to appear for her acupuncture appointment but did not contact our office to cancel or reschedule. It was only then that she was charged the $185.00 no call/no show fee.
The complainant claims in her letter that she cancelled her appointment when she was contacted the day before. This statement is simply not true. She also claims that she called the day of her appointment and left a message to cancel. Again, this account is not only false but contradictory of her earlier statement. If your appointment had been cancelled the day before why would you feel the need to cancel it again? The complainant said that she made the second phone call at 6:56am the morning of November 10th. Mr. Brian Finley, the owner and physical therapist, arrived at the office at 6:40 that morning. Our office did not receive any phone calls, emails, or messages at that time.
As business owners and healthcare providers it is imperative that we take customer service seriously. It is our goal to serve every patient to the best of our ability. To ensure that appointments run smoothly we email the initial patient paperwork to all of our patients before their scheduled appointment. Included in this email is our company policy which reiterates our no call/no show fee. Dr. Finley dedicates an hour and a half to all new acupuncture patients. When a patient fails to appear at his or her appointment without cancelling beforehand, it prevents our office from "filling" that time spot with either a new patient or being able to schedule four returning patients. Not only does this greatly impact the income coming into our business, but it also delays other patients from continuing their healthcare treatments.
We thank you in advance for your dedicated work in resolving this matter. If you have any further questions please do not hesitate to contact our office.
Sincerely,
[redacted], O.M.D., N.D.
[redacted], O.C.S., F.A.A.O.M.P.T.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To all parties involved,
What [redacted] said is simply not true. She seems to know a lot about a phone conversation, she was not a party to. She seems willing to to fabricate whole first hand narratives in her reply to things I don't believe she was ever on the phone for. Her demonstrated willingness to lie and deceive has led me to file an ethics complaint with the Oriental Medicine State Board.
Though the reply makes it appear as if customer service is a primary concern of her practice I see nothing in her reply address my original demands... She in no way addressed the two requests I put forth in order for me to feel satisfaction.
Once again [redacted] appears to have skated the issue of her practices making unauthorized charges to my card. I never wanted an appointment with her practice; and I was hoodwinked out of my card number by the practice. I'm also still waiting on a response about my request for a handwritten apology.
This "doctors" unethical and shoddy practice has left me scared and intimidated by other TRUE doctors who call and need to talk or cover my medical information over the phone. Until I receive answers or resolution to my demands; I will continue to press the Revdex.com and any regulatory body I believe can stop her practice when they may have violated rules/ regulations/ NR statutes or generally acted in poor demeanor.
Please forgive any spelling errors as I dictated this on my iPad.
Thank you dictated but not read,
[redacted]
Final Business Response /* (4000, 9, 2015/11/24) */
I would like to respond by first explaining, that yes it was our front desk receptionist that wrote the response. I stand by her account of the events 100%. Since it is our business, we signed the letter. I do not answer the phones or schedule patients, but I do hear the receptionists do their jobs. They do their job extraordinarily well!! They all explain our No Call No Show policy thoroughly and only take a credit card number over the phone AFTER explaining the policy and having agreement from the person scheduling. We do have potential patients who do not want to schedule after hearing our policy, and therefore do not give their credit card number and do not schedule. This consumer willingly gave her credit card number to hold the visit. I am very sorry that it has come to this. I am sorry that the consumer is so angry and frustrated, but we feel that we do need to stand behind our stated policy. No consumer is going to be "happy" when they are charged a No Call No Show fee. If we disregarded our policy due to upset consumers, than what is the point of even having the policy? We are parents and appreciate the value of consistency and standing behind your word. Many businesses have similar policies and also enforce their policies when necessary. Even though we regret it has come to this, we are choosing to stand by our account of what transpired and our policy.
Final Consumer Response /* (4200, 11, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From the response I just read I find it difficult to understand who's taking responsibility for The Finley Center. The first letter was written as a firsthand account signed by [redacted] L. Finley. In her first response she stated everything as if she was privy to the whole encounter. When it was pointed out that she wasn't part of ANY CONVERSATION WITH ME; [redacted] rewords her statement to say "I do not answer the phones or schedule patients, but I do hear the receptionists do their jobs." So either she is an omniscient boss, with an all seeing eye... or she is lying through her teeth. I'm inclined to believe the latter is true. She essentially just said that her employees can do no wrong because she has heard them answer phones before. That is a poor excuse for anything, and I believe [redacted] is starting to open her practice and herself to legal liability with her misleading and untruthful statements. She once again skirted the ONLY two requests I made for resolution.
[redacted] seems to mention a " No Call No Show policy" in every response, but has yet to provide ANY proof that they provided me with that policy. I say that they DID NOT TELL ME ANY No Call No Show policy... Unless [redacted]s' practice has proof to the contrary, I can prove that they made unauthorized debits on my card. THAT IS FRAUD & UNLESS SHE HAS PAPERWORK STATEING OTHERWISE I WILL CONTINUE TO PRESS THE MATTER. The Finley Center broke the law and caused me detriment. I wrote the Revdex.com in hopes of resolution, but [redacted] seems determined to twist facts and fabricate a narrative; I believe my only recourse might be the justice system unless this matter finds resolution quickly. Considering [redacted] states "we are choosing to stand by our account of what transpired...." I will be waiting for proof I agreed to the cancelation policy; If not I will be waiting for my apology letter. If neither of those options are agreeable with The Finley Center & [redacted]; then I will be looking into my options for legal recourse.
Thank you for your time,
W.