JoAnne S.
No show therapist and terrible customer support follow up
I have been on customer support chat for the last 45 minutes and am increasingly frustrated. Rebecca Watson was scheduled to meet with me an hour ago and was a no show. I understand things come up but I received no communication about rescheduling prior to the call time and pettable customer service has not been very helpful. I received no apology or any indication of the inconvenience this may have caused until I brought it up 6 messages in. It is now being suggested that I need to reschedule later this week. The tone of the "help" I have received thus far has very much reflected an attitude that this is my problem to solve. Finally, after offering a tepid "i'm sorry for the inconvenience with your provider", the support rep offered to "waive the rescheduling fee". For. a. call. they. missed! Laughable.
Response from Pettable ESAApr 17, 2024
Hi JoAnne, I'm truly sorry to hear about the frustration and inconvenience you've experienced with our customer support and scheduling process. This is not the kind of experience we wanted you to have, and I sincerely apologize for the lack of communication and support you encountered. I forwarded your concern to the CS team, who reported that all concerns were resolved yesterday. Please know that we value your feedback and are committed to addressing your concerns promptly. We apologize for falling short of your expectations and appreciate your patience as we work to rectify the situation. Your satisfaction is important to us, and we will do our best to ensure a positive outcome. Thank you for bringing this matter to our attention.