Pathways Forensic & Mental Health Services

Please find enclosed documentation supporting the position of Pathways Forensic & Mental Health Services, PILC regarding the forenamed complaint ID. I am including a copy of email correspondence I had with the complainant regarding her claim that my business unjustifiably charged her... pre-authorized debit card. Accordingly, I would invite you to review the following:(a) "Financial Agreement & Disclosures" signed and fully initialed by the complainant on December 14, 2016. This agreement includes very specific language about missed appointment fees as well as a detailed form for a 'tresponsible part'/' to provide contact and payment information including data for a pre-authorization of a self-designated card for all payments accrued. If you will notice the form is page 5/5, and is not mutually exclusive from the financial agreement.(b) I also invite you to review grouping "B" which includes the official administrative note entered by my assistant documenting the "no show no call" even though two calls to this individuai where made that day; and two message reminders were left for her. Also included in "B" are the official statement for her missed appointment fees as well as an email to her on the same day inviting her to contact our office to reschedule. We waited a little over 60 days for her to respond and when she did not, we sent another formal statement April 5, 2017, which is also included in grouping "B." After another long waiting period with absolutely no response and no effort on her part to pay her fee, her card was charged per her agreement with our agency (see grouping "A").(c) Grouping "C" reflects this individual's debit card charge dispute notification to which we responded immediately by providing all the supporting documentation provided herein showing this individual had a pre-set appointment for Jan. 12, 2017 — an appointment which was set at the intake session on December 14, 2016, and for which both automated and live reminders were given (see grouping B and screenshot here in grouping "C"). She failed to keep the appointment despite multiple reminders, then ignored our follow up calls to reschedule or collect on her missed appointment fee. When she disputed the charge, given the well-founded documentation and reasoning provided, the credit card company fully supported the charge and did not refund her money.(d) Grouping "D" reflects the initial contact made to me by this individual through my website on August 3, 2017, in which she informed me that her bank was not refunding her money; therefore, she would be filing a BBB complaint against our business. You will also find a kind, but thorough letter detailing the nature of the charge. This letter was sent in response to the complainant's concerns the same day she contacted me. Certainly, as a business owner, I regret that this individual is unhappy. Had she responded to either one of the five efforts we made to communicate with her, this matter could certainty have been discussed directly with her; and, we would gladly have done so. Based on the nature of our business services, the product we market is our time for professional services. This individual purchased an hour, which we reserved for her in good faith; and, by no fault of our own, she failed to utilize or pay for that time. Experience has taught us that a clear and specific Financial Agreement Policy is not only useful, but necessary. This is an example of why. I thank you for your time. Dr. [redacted] , PhD., LPC, LSOTP-S, BCPCOwner/Clinical DirectorPathways Forensic & Mental Health Services, PLLC

Please find enclosed documentation supporting the position of Pathways Forensic & Mental Health Services, PILC regarding the forenamed complaint ID. I am including a copy of email correspondence I had with the complainant regarding her claim that my business unjustifiably charged her...

pre-authorized debit card. Accordingly, I would invite you to review the following:(a)         "Financial Agreement & Disclosures" signed and fully initialed by the complainant on December 14, 2016. This agreement includes very specific language about missed appointment fees as well as a detailed form for a 'tresponsible part'/' to provide contact and payment information including data for a pre-authorization of a self-designated card for all payments accrued. If you will notice the form is page 5/5, and is not mutually exclusive from the financial agreement.(b)         I also invite you to review grouping "B" which includes the official administrative note entered by my assistant documenting the "no show no call" even though two calls to this individuai where made that day; and two message reminders were left for her. Also included in "B" are the official statement for her missed appointment fees as well as an email to her on the same day inviting her to contact our office to reschedule. We waited a little over 60 days for her to respond and when she did not, we sent another formal statement April 5, 2017, which is also included in grouping "B." After another long waiting period with absolutely no response and no effort on her part to pay her fee, her card was charged per her agreement with our agency (see grouping "A").(c)         Grouping "C" reflects this individual's debit card charge dispute notification to which we responded immediately by providing all the supporting documentation provided herein showing this individual had a pre-set appointment for Jan. 12, 2017 — an appointment which was set at the intake session on December 14, 2016, and for which both automated and live reminders were given (see grouping B and screenshot here in grouping "C"). She failed to keep the appointment despite multiple reminders, then ignored our follow up calls to reschedule or collect on her missed appointment fee. When she disputed the charge, given the well-founded documentation and reasoning provided, the credit card company fully supported the charge and did not refund her money.(d)         Grouping "D" reflects the initial contact made to me by this individual through my website on August 3, 2017, in which she informed me that her bank was not refunding her money; therefore, she would be filing a Revdex.com complaint against our business. You will also find a kind, but thorough letter detailing the nature of the charge. This letter was sent in response to the complainant's concerns the same day she contacted me. Certainly, as a business owner, I regret that this individual is unhappy. Had she responded to either one of the five efforts we made to communicate with her, this matter could certainty have been discussed directly with her; and, we would gladly have done so. Based on the nature of our business services, the product we market is our time for professional services. This individual purchased an hour, which we reserved for her in good faith; and, by no fault of our own, she failed to utilize or pay for that time. Experience has taught us that a clear and specific Financial Agreement Policy is not only useful, but necessary. This is an example of why. I thank you for your time. Dr. [redacted], PhD., LPC, LSOTP-S, BCPCOwner/Clinical DirectorPathways Forensic & Mental Health Services, PLLC