ComplaintsforSeven Bridges Therapy

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son has therapy service with seven bridges therapy. He has met with *** for over a year for speech. In May ******* missed an appointment due his older sisters graduation, I got caught up and it was the FIRST missed appointment for the entire year without notification. I left a voicemail about this and the staff continued to try and reach out to me at an old number which they had because they did not update my number on their end! Recently last week an employee reached out to state his service were canceled because his new therapist was out of office for two weeks. I did not get an email with the day or times just the phone call, so I assumed this past week his services were cancelled along with next week, this was a mistake on my end and I called and apologized! I also requested an email with the dates because I did not get one and she forwarded the email she initially sent on the 4th that I did not get missing ******* service on the 8th. I communicated via phone and email with staff about this and have the communication yet they continue to just discontinue my child!My son is on the spectrum and receiving speech services. This is not fair to any family, I have been very consistent with my sons attendance and would like seven bridges to provide that along with the terms that say I am dropped for communicating SAME DAY for a missed session! They are wrongfully discontinuing their clients and pretending to lack communication and causing major stress on families who are limited to services.

  Business response

  10/15/2024

  Hello, We clearly communicate our attendance policies with clients. Please don't make assumptions about when a clinician is out of the office. We communicated on the phone the dates that she was out and also via email. We wish you the best.

   

  Customer response

  10/17/2024

   
  Complaint: 22412165
  
  I am rejecting this response because:

  The cancellation policy does not state what seven bridges determines as poor communication. I spoke with staff the same day of the missed appointment, nowhere does it define what seven bridges considered as poor communication.

  Im not here because my son was cancelled Im here because staff is rude and has been through the years, Im here because the cancellation process is unprofessional, sending an email and not completing exiting documents to help the children attend new services is unacceptable. Staff wouldnt even answer or reach out about sending documents for my sons insurance needs, they went cold silent on me after the discontinuation of services email. That as well should be put in the cancellation policy so clients know what to expect at the end of services. 
  

  Multiple parents have complained on social media about office staff being rude and lacking  communication, I am one of many. 
  

  Sincerely,
  
  **** ****

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi BBB. I was charged a high $75 late/no show fee for an appointment by Seven Bridges Therapy without getting any sort of reminder notice for an appointment that was changed by the patients other parents 3+ weeks prior. I have attempted to come to a resolution with the business to no avail. Ideally, Id like this no show fee waived due to the businesss poor coordination and communication. IMPORTANT: The original appointment date was changed without a confirmation on my part that it is acceptable.

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