My daughter has been attending this practice for a little over a year now, and overall we have had a very positive experience. Everyone I have interacted with has been kind, helpful, accommodating, and personable. My daughter absolutely loves her therapist, which is why we have continued coming here.
However, throughout the entire time my daughter has been a patient, I have experienced ongoing billing issues. There have been multiple occasions where I was either overcharged or charged multiple times at once. In the past, the front office staff was always understanding and helpful in resolving these issues, typically offering either a refund or a credit to my account. I consistently chose to keep the credit on file and never had any problems.
I understand that the front office closes at 5:00 PM and that we occasionally arrive after office hours. Because of that, I have always made it a point to pay the next time I come in while staff is available, or pay in advance.
Recently, I had an interaction with the office manager, and unfortunately it was extremely unprofessional. I was attempting to explain that these billing issues had occurred multiple times before and that I believed I had credits available on my account. Rather than listening, she repeatedly told me that she was the office manager and insisted that I was incorrect. When I explained that credits had been applied for me on multiple previous occasions, she stated that "they do not do that," despite it having happened before. As well as demanded to know who I spoke to that gave me a credit.
I even provided bank statements showing payments for dates they claimed had not been paid. I completely understand that mistakes happen, and I was not upset about needing clarification. My issue was with how the situation was handled and the way I was spoken to in front of my daughter, staff, and other patients. During the conversation, she was argumentative, dismissive, rolled her eyes, and slammed her hands on the desk multiple times while I was trying to explain my concerns. I ultimately chose to just pay the balance to avoid continuing the interaction.
Aside from this experience, my daughter and I truly have had a great experience overall, and we genuinely appreciate her therapist and the care she provides. read more
