Update: I was notified by Rechell that a refund has been sent on 12/14 via email with the pretense…read morethat this is still my fault, and I was requested to remove this review. No recognition of their mistake and accusations as well as no apology given for the stress and frustration they caused (Remember, this is a therapist's office). It's obvious if I did not post this review I would not have received a refund from them. Due to the lack of accountability, until there is a major shift in their office management and training of receptionists, I can't, rightfully so, recommend this business as I fear this will happen to future patients seeking therapy. I feel bad for the therapists as they're great.
SHADY, GASLIGHTING BUSINESS PRACTICES FROM 100 dollarsFRONT STAFF THAT WILL COST YOU. THEY ARE ONLY HERE TO SWIPE YOUR CARD. GO ELSEWHERE!
Story time.
They will run your card without informing you of unjustified, unauthorized $100 fees. They charged me $100 dollars on 12/12 (Apparently if you cancel a 2nd time within 24 hours it's $100 dollars. First time is $50) for a session on 12/07 that I canceled the night before via voice mail.
In their eyes, this would be my 3rd cancellation within 24 hours. However, I left a message on 12/06 to cancel my 12/07 session, and I called on the 7th to confirm with their front desk, Jenna, making sure she heard my message and to reschedule a new visit the following week for 12/12.. Not once was there any mention of a $100 late fee when speaking with Jenna. Why wasn't there a mention of it? Why was I not charged a fee on the 7th after I rescheduled? Because I canceled the day before.
Jenna (she's wonderful) did reduce my 2nd late fee to $50 which I do appreciate as I was sick that day. This third one is the one they are lying about.
The following week came, 12/12, and a front desk rep, who is new, Asia, ran my card in the morning (8 hours before my session that day) for $100, not telling me beforehand, and not telling me when I called in 4 hours later to stop future sessions for a month. I was going to cancel yesterday and all future sessions and pay a $50 fee but I was told it would cost $100 because I had other 24-hour cancellations. 12/12 WAS THE FIRST TIME LEARNING ABOUT $100 Fees! I told Asia to keep my session for the day as I didn't want to pay $100 and wasn't aware of that policy. So if I didn't know then, how would I agree to a $100 fee a week ago? Mind you she still did not notify me of her unauthorized charge at this point. I only learned a few hours later after I checked my bank statement.
So after discovering the charge on my bank account, I called and spoke with Asia, who told me that they charged it because of my cancelation on the 7th. To which I told Asia that I canceled via voicemail the previous day on the 6th and why would she just randomly charge my card. She said she was new, she could not refund me, and that I would have to use it as credits and to speak with the office manager about it to get a refund.
After attempting to call the office manager on the phone, she said she would call me back. No call back. But I did receive an email. In the email, she flat-out lied. She was telling me that I verbally authorized a $100 fee on the 7th.
1) how would I agree if I canceled via a message the day before during after-office hours
2) when I called that day to reschedule why was I not charged if that was the case?
I would NEVER agree to spend $100 for a fee that I can avoid, I would instead pay the $31 that I normally pay and make arrangements to go to my session if that were the case, which is exactly what I did on 12/12 after learning about the possibility of this fee.
They said it's against their "policy" to refund. First off, you're not refunding. You're voiding a transaction while it's processing. Secondly, it's not your money to determine what to do with it as you CHARGED A CARD WITHOUT AGREEMENT/AUTHORIZATION AND NOTIFICATION.
As others said in their reviews, they are only here to swipe your card. Honestly, what kind of practice would charge a ONE HUNDRED DOLLAR late fee for your 2nd time?
Imagine going to a therapist's office and they straight up gaslight you, lie to you, charge your card without ANY authorization, creating stressful situations all because they hired someone new who made a mistake and they want to save face. Rebecca Parkey should immediately fire Asia for making fraudulent charges, and Rechell for straight-up lying and gaslighting patients.
They lied to me, and I'm sure they will lie again in their comment here to save face since you're unable to respond to comments on reviews. Look elsewhere!
