Lakeside Center for Autism

Complaint: [redacted] I am rejecting this response because: The $missed session fee is not mentioned whatsoever in the renewal form (see TagRenewalForm.pdf)As I have mentioned, this is the form I signed, and there are no statements of feesI was unaware of the $missed session fee because it is not in the renewal document, and there are no missed session fees for other sessions at LakesideWhen the renewal was presented, there was no further reminder of feesFees were vaguely spelled out in a document I signed in February, and no efforts were made on Lakeside's part to remind, explain, or spell out their feesTheir desk staff told me that the initial $I paid in February was the charge for TAG, and that the second $I had paid in February was a "new student fee." As Lakeside is also billing my insurance for my son's attendance at TAG, and collecting a copay for each session attended, I had no reason to distrust the desk staff's explanation I informed the desk on 5/that my son will not be attending any sessions at Lakeside from 6/through 7/and was told that was not a problemThis was after the TAG cycle had begun on 5/Then I was asked if he was in TAG, and told that there was a missed session fee for TAG only, but not an of the other sessions my son attends at Lakeside weeklyI was surprised to hear that there was a missed session fee, as it was not mentioned in the renewal documentUpon learning of the $missed session fee the week after the session started, I requested cancelling my son's enrollmentAs MsA [redacted] has mentioned, it is unhelpful for participants to miss as many sessions as my son will, and he had only attended one session for the cycleI do not see what is unreasonable about requesting a cancellation upon learning that I had been mislead by inadequate renewal documentsI pushed for a cancellation and resolution before my son's next session was scheduled on Wednesday 6/Maureen said she'd have an answer by 6/8, but as there was no response, my son attended again in order to avoid further chargesIt was either not attend and be charged a missed session fee if Lakeside didn't agree to the requested cancellation, or attendI would be happy to pay for sessions attended, with further sessions canceled Over the phone, Maureen told me several times that the fees were explained in all documentationI told her they were not in the renewal documents, which were what I signedMsA [redacted] also insisted the fees were spelled out in all documents, and sent the photoshop(See ShariEmail.pdf) I understood this to be more insistence on the part of Lakeside that the fees were explained in the renewal form, which they are not(see TagRenewalForm.pdf) When I signed the renewal form, I was not provided with the initial contract signed in February, and believing I had been provided accurate information by the desk staff, I did not look it up Furthermore, I find MsA***'s actions unprofessionalShe accessed my LinkedIn profile, and likely did other searching for my information, as my LinkedIn profile is the seventh result in googling my name(See myLinkedin.pdf) None of this information is available in my emails I still just want a cancellation of all further sessions in this TAG cycle, and a refund for sessions he won't be attending Sincerely, [redacted] *

To whom it may concern at the Revdex.com,My name is Shari A[redacted], and I am the Operations Manager at Lakeside Center for Autism andNeurodevelopment. I received the complaint sent Friday June 10th, 2016 with the assigned ID of[redacted]. I will attach the email correspondence I was involved with as well as...

address concerns in theletter.Addressing the complaint that we verbally told her the renewal form restate the fees.Those fees are in the initial registration that [redacted] filled out. The renewal form is renewing theprogram and eliminating the need for the entire registration process. Everyone [redacted] spoke within the office knows the content of the registration form and renewal form and would not quoteotherwise. In an email, her complaint was that we did not 'remind her" of the fees. The $50missed session fee is clearly stated in the registration. If the child is not there, and the spot washeld for that child, there is a missed session fee. Also, she did not re-enroll, but renewed.Addressing the complaint of a "second deposit for new kids".The $300 deposit is a non-refundable deposit is made prior to the beginning of the session, tohold the child's spot in the program. The remainder of the patient portion is the due 1 weekprior to the start of the session. This is outlines in the "Payment Description" line of the firstpage of the registration. For kiddos that have an insurance benefit for a portion of the program,that leaves the other $300 due one week prior. This is not a second deposit, but the remainderof the patient portion. It is also referenced on the on the "Cost Line" stating the deposit and thatremainder of the patient portion being due just prior to the start of the program.The "Attendance line" details the $50 fee for a missed session.The "Refunds" line details that no refunds are given for any missed session.Cancelation for the program should happen prior to the program beginning, and then still, thereis the nonrefundable potion of $300, but it would prevent the charges for missed sessions andanother child the opportunity to be enrolled in the program. [redacted] was never charged $600 indeposits, $300 in a deposit, and $300 for the remainder of the patient portion.Addressing [redacted]'s complaint about it taking a week to reply to her:The initial email that [redacted] sent out to Lakeside regarding the fees and cancelation was in the lateafternoon of Friday June 3rd.
Our Patient Care and Coordination Manager replied to her, early Monday morning June 5th, thenext business day. She addressed the questions and told her if there are any other furtherquestions she could email the Billing Manger and provided her email address. On June th, [redacted]emailed Maureen (Billing Manger) directly, asking why she had not heard back, when herquestions were addressed by Amy. The same day on 6/7, Maureen responded informing [redacted]
that she would need to look into and respond to her after she has had a chance to do so, andshe would try to follow back up on 6/8. She was unable to reply until 6/9 at 8:02am in themorning, informing that she found that she had filled out and been provided with the correctforms, and policies. At this point, since the program has started there is no cancellation of theprogram available.The accusation of the Billing Manager hanging up on [redacted] is not accurate. She lost connectionmid-sentence. After losing connection, Maureen (Billing Manager) followed up with an emailcontinuing what she was trying to inform her of, and the reply Maureen received, was that "youhung up on me".Addressing the complaint that I sent a" Photo-shopped" form to her.I emailed her following an email that she sent to Maureen stating that Maureen hung up onhere. I was responding to the policies not being clear, by taking "snips" of all the forms andpasting them in the email, the same forms we had sent her, so she could see the line items inthe original enrollment form and that the second form stated renewal, (not enrollment you cansee in the email). I underlined, the portions that she had told staff were not clear. I wassurprised to see an email implying I photo shopped a document and that she couldn't realizethey were snips, and "pasted" in there to make it clear what the polices were. If I even knewhow to photo shop, or was unethical enough (which I am not) to photo shop a document, thatwould be not very smart of me to try to do it when she has copies of the original forms. I repliedwith an email back, stating that they are snips of two different documents. No reply.I am not sure of her original intent if it was to have her child attend only 50% of the summersessions, as I believe that would not be beneficial on working at group goals, and we have neverhad a child miss that many sessions. I am not sure if she was really frustrated because of thefees and wanted to not be charged for the missed session or not, but for us the bottom line isthat we had the initial registration forms, held the spot, the session started and there are norefunds available. Also, if she did not expect a patient portion, was she expecting to pay only$300 for the program that is 12 weeks long, when her child just completed the program priorthat was 12 weeks long and she paid the $300 deposit, and then the $300 remainder of thepatient portion. She was fully aware of the cost.

Complaint: [redacted]
I am rejecting this response because:
The $50 missed session fee is not mentioned whatsoever in the renewal form (see TagRenewalForm.pdf). As I have mentioned, this is the form I signed, and there are no statements of fees. I was unaware of the $50 missed session fee because it is not in the renewal document, and there are no missed session fees for other sessions at Lakeside. When the renewal was presented, there was no further reminder of fees. Fees were vaguely spelled out in a document I signed in February, and no efforts were made on Lakeside's part to remind, explain, or spell out their fees. Their desk staff told me that the initial $300 I paid in February was the charge for TAG, and that the second $300 I had paid in February was a "new student fee." As Lakeside is also billing my insurance for my son's attendance at TAG, and collecting a copay for each session attended, I had no reason to distrust the desk staff's explanation.
I informed the desk on 5/31 that my son will not be attending any sessions at Lakeside from 6/22 through 7/6 and was told that was not a problem. This was after the TAG cycle had begun on 5/25. Then I was asked if he was in TAG, and told that there was a missed session fee for TAG only, but not an of the other sessions my son attends at Lakeside weekly. I was surprised to hear that there was a missed session fee, as it was not mentioned in the renewal document. Upon learning of the $50 missed session fee the week after the session started, I requested cancelling my son's enrollment. As Ms. A[redacted] has mentioned, it is unhelpful for participants to miss as many sessions as my son will, and he had only attended one session for the cycle. I do not see what is unreasonable about requesting a cancellation upon learning that I had been mislead by inadequate renewal documents. I pushed for a cancellation and resolution before my son's next session was scheduled on Wednesday 6/8. Maureen said she'd have an answer by 6/8, but as there was no response, my son attended again in order to avoid further charges. It was either not attend and be charged a missed session fee if Lakeside didn't agree to the requested cancellation, or attend. I would be happy to pay for sessions attended, with further sessions canceled.
Over the phone, Maureen told me several times that the fees were explained in all documentation. I told her they were not in the renewal documents, which were what I signed. Ms. A[redacted] also insisted the fees were spelled out in all documents, and sent the photoshop. (See ShariEmail.pdf) I understood this to be more insistence on the part of Lakeside that the fees were explained in the renewal form, which they are not. (see TagRenewalForm.pdf) When I signed the renewal form, I was not provided with the initial contract signed in February, and believing I had been provided accurate information by the desk staff, I did not look it up.
Furthermore, I find Ms. A[redacted]'s actions unprofessional. She accessed my LinkedIn profile, and likely did other searching for my information, as my LinkedIn profile is the seventh result in googling my name. (See myLinkedin.pdf) None of this information is available in my emails.
I still just want a cancellation of all further sessions in this TAG cycle, and a refund for sessions he won't be attending. 
Sincerely,
[redacted].