AMANDA
No show therapists and poor customer service
Two therapists in a row were a no show and I got charged after notifying customer service. First one did not show up after 40 MINUTES in the waiting room. I called costumer service to let them know so I wouldn’t be charged and switched to someone else to remove Rosalyn Warren from my profile. She also wouldn’t be on camera last appointment and only told me 5 minutes prior to our start time. I switched to another gentleman who was wonderful to speak with, but took his cell phone out on our appointment to snap a photo of his dog while his zoom camera was on. Our third appointment was to see if I wanted to continue with him. After texting him 15 minutes past our start time he said his power was out. I called customer service again and told them the situation and was told I would not be charged. I saw the charge on my account a few days after this of $99 and called again. I was told to provide “proof” of their no show to my appointment with texts and an image of the time with me in waiting room. When I emailed the images I got a snarky remark to not reached out on multiple platforms so it would not “confuse” them. I told them I would report it as fraud if they do not resolve it that day. They said they would and have not. They said they sent it to their billing and they would get back to me in 3-4 days. Super unprofessional across the board. Unorganized and unaccountable. Both parties should be aware that they are dealing with someone’s mental wellbeing and should either be transparent on not being able to perform their job and have some respect about how they handle their mishandlings. Do better.
Response from RulaMay 10, 2024
We are always working to improve our patient experience at Rula but we occasionally fall short. Because of privacy regulations, we cannot discuss any specifics in this forum. We would appreciate the opportunity to connect with you directly to learn more about the feedback you provided. We’ll follow up with you directly.