We were very excited to start a new journey for my son here the STV location. It's conveniently 3 mins away from home, and although they are listed under my insurance I became a cash pay patient due to them being capped out with taking BCBS. Our first session was with Joe, I believe he is new to the clinic. He made us feel comfortable, and made a great first impression. My son really seemed to like him, and as the session proceeded my son opened up a bit more. So, we decided to continue treatment.
We scheduled for 3 weeks out due to our hectic schedules. March 17th @ 6:30pm was supposed to be our second session. I get a phone call March 17th @3:30pm stating they had to cancel and reschedule due to Joe being stranded(car issues). Totally understand things happen, so we rescheduled for March 25 @1:30pm. Yesterday( March 24th), @11:15am I get a call from the clinic stating they'd like to offer an 11:30am, I said: unfortunately we can not make that time due to another appointment. She said: ok no worries we'll see you @1:30pm. I stated if we get out early and can make the 11:30am I'll call to see if it's available. Day of the appointment comes, we're in Gilbert, I called and ask if the 11:30am is available? Riley, says yes. I promptly ask for a 12pm, just because I wasn't sure of timing. She said, no I'm sorry we can do the 11:30am or stick with the 1:30pm. I said no worries we'll stick with the 1:30pm. A few minuets pass as I'm averaging time, I call back and ask if we could be 5-10 late. She said, yes it may just be a shorter session, I said ok no worries. I pick my son up and I notice he's got a slight cough (thinking it's allergies as he's got no other symptoms). We park and I'm the only one to get off, I walk in and inform her of the cough as I know they'd appreciate the heads up. She says: let me check with Joe. She comes back and says, sorry we have to reschedule just to be safe. I said: ok I totally understand. Then, I proceed to ask just because I had a feeling. Am I going to be charged? She said: yes, because it's a late cancel/reschedule. Mind you, they rescheduled me once and then tried to reschedule me again. I said, I'm still going to get charged even though I'm here early to accommodate his schedule.?? Like how!?! I could have chose not to mention the cough. But that's not who I am. I am considerar or others and protocols.
So me physically being there earlier than my scheduled appointment and informing them of his dry cough still causes me to have a charge?? I re-arranged the remaining of my day to accommodate them.
I chose not to reschedule and I ask for a receipt for the $40 late cancel/ reschedule charge. Yes, $40!
For one, this would have been my first reschedule as a new patient. It's not something that I've done continuously. And, that was my only option NOT because I wanted to.
Two, due to the circumstance THEY chose not to treat my son. Which you'd think they be accommodating to this situation. I myself work in the medical field, so I understand their policies. I know what it's like and how crucial it is for you to be on time and provide courteous calls. But I truly feel it's unfair to be penalized, as I took all the proper steps. This situation definitely pushes me to take my business elsewhere. We will not return and it is very unfortunate. read more
