Concern, ...⇄
This letter is WCS’ formal written response to a complaint filed on December 14, 2016 under the ID of [redacted]. The client’s complaint was filed upon receiving an invoice from WCS regarding charges for emergency contacts via emails with the client and the therapist.
The client made two emergency email contacts with his therapist on November 18 and 21, 2016. Because of these emergency email contacts, on December 14th, 2016, WCS sent an invoice to the client for the standard emergency contact fee, as covered in the agreement the client signed before the client began services at WCS on June 2016.
At 11:35am on December 14, 2016, WCS received an email from the client stating the client did not feel these charges were fair since the client was unaware the client was being charged for this contact. At 11:39am, WCS responded to the email, offering to have the client discuss the charges in question with the therapist the client contacted. At 11:48am, the client responded, via email, informing WCS to not bother trying to discuss this issue, because the client had already filed a complaint with Revdex.com agency.
After further internal review, WCS decided to waive the fees because there was a misunderstanding between the client and the therapist about what differentiates an emergency contact from cancelling an appointment. The client wished to cancel the appointment on November 18, 2016; however, the client also provided detailed life crises, seeking support and a potential referral. The therapist was obliged to respond and then provide the referral information. On November 21, 2016, the client sent a second emergency email contact, asking for referral information, clarifying that the client could not afford such charges. The therapist offered options for different agencies to attend without charge. As result, at 12:46pm, WCS resent the invoice reflecting these changes to the client.
Currently, WCS has attempted two times to contact the client via email, inviting the client to come to WCS, at no cost to the client, to discuss this issue and further address any other concerns the client may have relating to WCS policy regarding fees and charges. At this time, there has been no response.
It should be noted that before WCS could address and resolve the issue, the client filed this complaint.
Sincerely,
Steven B[redacted], MPA, MA, NCC
Licensed Mental Health Counselor Associate
Wilson Clinical Services, PLLC
WilsonClinical.com
1117 A Street Tacoma, WA 98402
To Whom It My...
Concern, ...⇄
This letter is WCS’ formal written response to a complaint filed on December 14, 2016 under the ID of [redacted]. The client’s complaint was filed upon receiving an invoice from WCS regarding charges for emergency contacts via emails with the client and the therapist.
The client made two emergency email contacts with his therapist on November 18 and 21, 2016. Because of these emergency email contacts, on December 14th, 2016, WCS sent an invoice to the client for the standard emergency contact fee, as covered in the agreement the client signed before the client began services at WCS on June 2016.
At 11:35am on December 14, 2016, WCS received an email from the client stating the client did not feel these charges were fair since the client was unaware the client was being charged for this contact. At 11:39am, WCS responded to the email, offering to have the client discuss the charges in question with the therapist the client contacted. At 11:48am, the client responded, via email, informing WCS to not bother trying to discuss this issue, because the client had already filed a complaint with Revdex.com agency.
After further internal review, WCS decided to waive the fees because there was a misunderstanding between the client and the therapist about what differentiates an emergency contact from cancelling an appointment. The client wished to cancel the appointment on November 18, 2016; however, the client also provided detailed life crises, seeking support and a potential referral. The therapist was obliged to respond and then provide the referral information. On November 21, 2016, the client sent a second emergency email contact, asking for referral information, clarifying that the client could not afford such charges. The therapist offered options for different agencies to attend without charge. As result, at 12:46pm, WCS resent the invoice reflecting these changes to the client.
Currently, WCS has attempted two times to contact the client via email, inviting the client to come to WCS, at no cost to the client, to discuss this issue and further address any other concerns the client may have relating to WCS policy regarding fees and charges. At this time, there has been no response.
It should be noted that before WCS could address and resolve the issue, the client filed this complaint.
Sincerely,
Steven B[redacted], MPA, MA, NCC
Licensed Mental Health Counselor Associate
Wilson Clinical Services, PLLC
WilsonClinical.com
1117 A Street Tacoma, WA 98402