Claudia M.
Google
Buyer beware: policy here outweighs accountability.
I’ve spent over $1,500 at this clinic and completed 11 sessions without ever missing an appointment.
At my most recent visit, I arrived at the time I was verbally told and had recorded in my calendar. I was then informed I was considered a “no-show” because their system listed a different time. After reviewing their own surveillance footage, they acknowledged that the video did not capture the appointment time, meaning there is no confirmation of whether 1pm or 2pm was stated.
Despite this uncertainty — and despite admitting they could not verify what was said — management refused to take accountability for the verbal discrepancy and charged me $150 anyway, citing automated emails and policy over human error.
What’s most disappointing isn’t the policy — it’s the unwillingness to acknowledge a clear communication failure, especially with a long-standing, reliable client. The response felt dismissive, scripted, and entirely focused on protecting policy rather than maintaining trust.
If you choose to come here, be aware: even when they can’t confirm their own instructions, you may still be held fully responsible.
**I want to clarify management’s response.
He said “even if I misspoke” about the appointment time—This is deliberate language to downplay his responsibility while shifting it onto me—In reality, he failed to fulfill his responsibilities as the manager by not managing the calendar correctly.
I should not have to pay for a mistake that was entirely his job to manage.
Update: In response to the business’s reply, I want to clarify one factual point. Their system does not allow appointments to be booked without payment, so the implication that sessions were unpaid or extended without authorization is inaccurate. Do they not understand their own system?
This issue was never about avoiding payment. It was about being charged for a missed appointment that resulted from management’s failure to clearly manage and communicate the schedule, which they themselves acknowledged was uncertain. Reframing this as a billing issue avoids accountability for that error.
On top of it I reviewed my CC charges after seeing managements response and see I was charged for an ADDITIONAL two sessions beyond what was owed!
I am attaching payment receipts to my correspondence. At this point, this is no longer a misunderstanding — it is a billing error that requires correction. This is now theft. See attached charges.
The payment Nov 15 and Dec 17 are the two additional payments i made on top of my original 1500 payed upfront before beginning the 10 sessions.
As you can see he is now charging me for two sessions more today using my CC without my consent.
FINAL UPDATE:
At this point, I’ve provided documentation and given the business multiple opportunities to correct clear billing errors. Instead of addressing those errors directly, the responses continue to deflect and reframe. I’ve now escalated this matter through my bank for formal review. I will not be engaging further here.
