WNY Psychotherapy Services

Due to HIPAA regulations, I cannot acknowledge if this person is or is not a customer of this office I am able to respond to a number of inaccuracies in his statement as it relates to our business in general.The customer states he received a $late cancellation feeAll of our customers sign an agreement and receive a copy of our late cancellation policy which clearly states a hour cancel policy Appointments cancelled with less than hours notice are assessed a feeThe customer states he came to the office on Saturday, 11/7/The 7th was not a SaturdayThe correct date was Saturday, 11/11/On that particular Saturday, we were open from am to pmOur website states that Saturday hours are available but does not state specific timesThe customer states that he called on 11/14/and was informed to go to the bank or auto machine to change the coins into billsWe deposit payments in a bank night deposit box and large quantities of loose coin or rolled coin cannot be placed in that boxOur office policies and procedures are clearly stated in paperwork provided and explained to every customerEvery customer signs their agreement to each policyIn my thirty-four years of operating a business, we have never had a Revdex.com complaintHopefully, the complaint will be seen as an intentionally destructive act and will not meet your publishing guidelinesThank you for your attention to this matterRespectfully submitted, Joseph Z [redacted] L-CSW Executive Director

Our Billing Manager, Marcy, received a voicemail from Kerri Mon Friday, 1/19/Marcy was not in the office that day and returned MsM's call on Tuesday, 1/23/18, when she returned to work" Marcy checked with our billing staff to ask if they had received voicemail messages from Ms
MOur head biller had one voice mail from Ms. Mfrom 1/19/No other voicemails were left for either the billing department or the Billing Manager(Kerri Mmay have called, but did not leave a message). Marcy spoke with Kerri Mon 1/23/We were concerned about the number of times Kerri Msaid she called; having not received a return callKerri said that she had left messages with the reception staff, in addition to the two voicemails mentioned abovemost basic responsibilities of the reception departmentIf messages were not being taken it would have created many issues throughout our organizationAfter speaking with the customer we learned she was calling but not leaving messagesWhen we donot answer the phone it automatically goes to voice mailIf billing had received the messages, the calls certainly would have been returned. As far as the address goes, one of our receptionists changed the patient address in our system on 12/18/after receiving a phone call from MsMThe bill to address was not changed at that time(There are multiple address fields in our system)We have since had a meeting regarding changes of address. MsMreferenced an account number beginning with "RP'' when she phoned to make a paymentAfter internal investigation we learned the receptionist receiving her call did not know that it was possible to reference an account by a billing reference number as compared with the typical account number customers call withSince that discovery all staff has been trained to look up any type of account number. Marcy explained this all to MsMwhen they spoke on 1/23/18; the first time anyone from billing had spoken to MsMAt that time the account was pulled from collection, and the collection fees and finance charges written offMsMseemed happy with the results. It is very unfortunate that this occurredWe did satisfactorily address her concerns priorto hearing from the Revdex.comHowever, unbeknown to us she had already mailed a complaint to youWe pride ourselves on being professional and helpful to our customersThe matter was quickly rectified by one phone callWe have since met as a team to determine what procedures need to be strengthened to provide excellent customer service and prevent any such delay in addressing future customer issues. Joseph PZ***, ExecDirector

Due to HIPAA regulations, I cannot acknowledge if this person is or is not a customer of this office.  I am able to respond to a number of inaccuracies in his statement as it relates to our business in general.The customer states he received a $100.00 late cancellation fee. All of our customers...

sign an agreement and receive a copy of our late cancellation policy which clearly states a 24 hour cancel policy.  Appointments cancelled with less than 24 hours notice are assessed a fee. The customer states he came to the office on Saturday, 11/7/17. The 7th was not a Saturday. The correct date was Saturday, 11/11/17. On that particular Saturday, we were open from 8 am to 4 pm. Our website states that Saturday hours are available but does not state specific times. The customer states that he called on 11/14/17 and was informed to go to the bank or auto machine to change the coins into bills. We deposit payments in a bank night deposit box and large quantities of loose coin or rolled coin cannot be placed in that box. Our office policies and procedures are clearly stated in paperwork provided and explained to every customer. Every customer signs their agreement to each policy. In my thirty-four years of operating a business, we have never had a Revdex.com complaint. Hopefully, the complaint will be seen as an intentionally destructive act and will not meet your publishing guidelines. Thank you for your attention to this matter. Respectfully submitted, Joseph Z[redacted] L-CSW Executive Director