I am extremely disappointed with how this therapy facility handled a situation that was completely outside of my control.
I had to cancel my appointment approximately an hour and a half before the scheduled session because I received a call from my son's school informing me that he was not feeling well and needed to be picked up immediately. As any parent knows, illnesses and emergencies do not happen on a schedule. Children can become sick at any time, and sometimes there is simply no way to provide additional notice.
Despite explaining the situation, I was still charged a $50 cancellation fee. When I spoke with the bookkeeper, Gladys, there was no willingness to consider the circumstances or show any flexibility. I was told that the fee could not be waived or reimbursed, regardless of the reason.
What makes this especially disappointing is that this is a facility that works with children, including autistic children. Families caring for children with special needs often face unexpected challenges, illnesses, sensory overload, and meltdowns that cannot always be predicted within a strict cancellation window. I would expect a therapy center serving these families to show more understanding and compassion.
Unfortunately, this experience left me feeling like the policy mattered more than the well-being of the children and families they serve. Rather than feeling supported, I felt like just another number being charged a fee.
As a result, today was my last session with this facility. I will be taking my business elsewhere to a therapy provider that values families, understands real-life circumstances, and prioritizes children over profits.
I hope management takes the time to reconsider how situations involving sick children and family emergencies are handled in the future. read more