ComplaintsforLife In Balance
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On October 23rd 2022, I had an appointment for a massage. This was through my insurance. I was not able to make the massage appointment and called to cancel. I was told that I would not be charged as it was supposed to be through my insurance, but I was charged $100. I should not have been charged this amount because the massage was through my insurance, and not out of pocket.Business response
12/08/2022
I have a clear no show/24 hours cancellation policy posted on my website and scheduling site. When booking her appointment the complainant should have seen it, but she was required to save credit card information for this reason. This is standard practice, and insurance can not be billed for these fees.
I have since made it required to have a signature of acknowledgement of my policy as to avoid any confusion in the future.
The complainant scheduled a massage session online for a Saturday at 12:30 and no showed that appointment. I called her at 12:40 and left a message. When I hadn't received any communication from her I charged her card on file. My policy is to charge 100% of the scheduled service in the event of a no show. The complaint actually scheduled a relaxation massage session, not a treatment session which would have been for insurance and would have had a higher no show fee of $120.
After seeing her card had been charged she called me back with a strange explanation of the no show. I returned her call and let her know that the charge was for the no show. She at that time informed me she was planning on using her insurance and wanted to reschedule for the following day. I kindly offered to put the no show fee towards her insurance copay, since she was rebooking. Around 2 am I received a voicemail that she was cancelling her new appointment, within the 24 hours required. I sent her an email canceling the appointment and explaining since she did not come in, I would not be refunding the no show fee.
I've attached a visual dialogue of the voicemails left, it does show ******************************* instead of ******, because the app misheard the name but you can clearly see the complainants phone number listed. I've also attached a screenshot of our call logs showing times, my website with the policy listed, and my final email.
My time is just as valuable as anyone else's and as a small business owner we rely on clients respecting our time and showing up to their appointments. Just because you use your health insurance doesn't mean you can avoid no show fees.
Please let me know if there is anything what I need to do for this ridiculous complaint.
**** Nearhood, LMT
Life In Balance
*************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.