Westhampton Family Psychologists, PC

Ms [redacted] states in her complaint that she is refusing to pay the missed appointment fees due to “lack of communication, lack of reminder system, and random emails that were not received.”? In the below email that was sent to Ms [redacted] via email on 3/20/at 1:16pm, we explain that we:? Communicated our cancellation / no show policyin the client agreement paperwork that she signed in October 2016;when DrM [redacted] waived prior cancellations (11/1/and 1/31/17) and advised via email that we would adhere to our cancellation policy on all future missed appointments or appointments not cancelled within hours.While the patient has missed or late cancelled a total of? times, we are only charging her cancellation / missed fees for the appointments that she received reminder calls for (despite the policy that she reviewed and agreed to)Furthermore, when she agreed to services with our agency, we never stated that there was a reminder system in place and offered her appointment cards, which she stated in an email dated 11/at 9:41am that she lost her card and she was having issues with her phoneThis was after missing her 11/appointment? ? Billing her for any no show / late cancellations that she was reminded of via our courtesy Reminder SystemOur Reminder Call system documents a reminder call on 2/at 9:01am that was answered ?" this was the reminder for the 2/appointment that was missed.Our Reminder Call system documents a reminder call on 3/at 9:02am that was answeredThis was reminding the patient of her scheduled appointment on 3/13, which she failed to cancel within hours.Please see a snapshot of the reminder call logs.? Removed patient name.? Random emails not receivedI am not sure what random emails she is referring to.? I have record of her initiating and responding to emails, so I know that the email we have on file for her (that she provided) is correct

Ms*** states in her complaint that she is refusing to pay the missed appointment fees due to “lack of communication, lack of reminder system, and random emails that were not received.”? In the below email that was sent to Ms*** via email on 3/20/at 1:16pm, we explain that
we:? Communicated our cancellation / no show policyin the client agreement paperwork that she signed in October 2016;when DrM*** waived prior cancellations (11/1/and 1/31/17) and advised via email that we would adhere to our cancellation policy on all future missed appointments or appointments not cancelled within hours.While the patient has missed or late cancelled a total of? times, we are only charging her cancellation / missed fees for the appointments that she received reminder calls for (despite the policy that she reviewed and agreed to)Furthermore, when she agreed to services with our agency, we never stated that there was a reminder system in place and offered her appointment cards, which she stated in an email dated 11/at 9:41am that she lost her card and she was having issues with her phoneThis was after missing her 11/appointment? ? Billing her for any no show / late cancellations that she was reminded of via our courtesy Reminder SystemOur Reminder Call system documents a reminder call on 2/at 9:01am that was answered ??" this was the reminder for the 2/appointment that was missed.Our Reminder Call system documents a reminder call on 3/at 9:02am that was answeredThis was reminding the patient of her scheduled appointment on 3/13, which she failed to cancel within hours.Please see a snapshot of the reminder call logs.? Removed patient name.? Random emails not receivedI am not sure what random emails she is referring to.? I have record of her initiating and responding to emails, so I know that the email we have on file for her (that she provided) is correct

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Good morning,I am writing a rebuttal to the response received for my Complaint #[redacted].  I am sorry to say that information in this response is incorrect, and will also reiterate what my complaint is.  My complaint is that I have been threatened with collection activity for $[redacted] for two missed appointment fees.  In the business’s response, it states:·         I missed 4 appointments (this is not true?)·         They sent me answered and unanswered reminder calls (this is not true, any and all calls, answered and unanswered, would be in my “recent calls” in my Iphone?)·         That appointment cards were not offered (this is not true, this is how my appointments were given to me?)·         That I told them “I had issues with my phone” (not true, I have had no issues with my phone… at all?)·         That there is reminder call documentation, answered and unanswered for my appointments (I received my first one after I cancelled services, for the final appointment I am being charged for)·         That “emails not received” were indeed received (Dr. M[redacted] stated in an email to me that she never received my email learning of my dissatisfaction with the service, which was forwarded later to her by Tricia, the secretary).The overarching way to lay the matter to rest is for the employees of this practice to use 21st century best practices to maintain communication with their clients, and learn that this pursuit of earning $[redacted] in this way is not building a successful counseling practice.   Twenty years ago, in a simpler time, prior to digital technology, appointment cards were the norm, followed up by an in-person telephone call.  In this decade, voice, text and email reminders for appointments are not only the norm, but are essential for maintaining and building service oriented businesses.  If a client, in spite of that, misses an appointment, a follow up phone call to see if they are on their way and can still keep a partial part of their appointment would be an option, rather than saying nothing.  I was told by Tricia that “they still have other things to do to keep busy during that time”. Thank you for your time and your efforts in problem resolution between customers and businesses. Sincerely, [redacted]