ComplaintsforThe Woods Counselling Co.

• Initial Complaint

  20/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Between May to August, 2022, I met virtually with a counsellor for chronic pain. We had 4 sessions, but I was charged for 2 additional sessions, each session costing $110. I have been emailing since November 1 asking for reimbursement, my last email was Friday, December 16. The counsellor says that payment was sent via etransfer, November 1. I let her know that I did not receive the funds and her response was that they were went. I am hoping the Better Business Bureaus will be able to help resolve this issue. Thank you, *****

  Business response

  21/12/2022

  We have been dealing with this issue for over a month and are unsure how to proceed or best make this client happy. As soon as ***** brought this issue to our attention she was sent a refund the same day. As per our emails it was sent to her by e-transfer as she requested this can be proved through our correspondence if necessary. As seen in the images attached, ***** was sent the refund to her email attached to her account. After multiple emails trying to help ***** with accessing an e-transfer through email. ***** has struggled to access the e-transfer she requested for an unknown reason. However, after weekly emails that we responded to immediately, and confirming with both our bank and ******* system that the refund was sent ***** is still unhappy. This saddens us greatly as we have worked hard to attend to both her emotional and financial needs. After send her multiple forms of proof of confirmation. We are unsure how to proceed. Our hope in working with a system like ******* if that clients have complete access to their accounts and can send the refund for situations such as these themselves. It is a fully self-book and self-pay system in order for clients to have this autonomy. If there is anything we can do for a client to make it easier as in ******* case with helping her gain a refund or book appointments we have. We are always happy to help and deeply appreciate our clients. This is why we have put her emails on high priority and done everything we can for her to the best of our ability. 

  Customer response

  09/01/2023

  I have read their response but am not satisfied- I did not receive the email reporting the etransfer (they need to check the email address they sent it to) and my bank account shows no deposit from The Woods).
  

  
  

  Business response

  09/01/2023

  While I wish there was more insight here we could provide, our bank account shows that the payout has been sent. We can chat through this process a bit more if needed and walk you through how to receive e-transfers, or send a tutorial but ultimately we cannot force your e-transfer to go through once it has been sent to your email. As we've sent multiple screenshots showing that we sent it to the email you provided and screenshots of the refund statements, and confirming your email. I am sorry that there is not more we can do. I'll mention that we have many clients that do send and receive these e-transfers without issue. Again if you have questions we are always happy to help as we do respond within 24 hours. 
  
  
  

  Customer response

  10/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:I receive e-transfers on a regular basis and have never had this issue. Again, I ask that you check your account as you may have sent the e-transfer but I did not receive it. Your accounts may show that you sent it and it should also show that you have a surplus of $220. If you need assistance on how to check the balance in your account, Im sure we can assist you with that. May I also ask what the email address was that you sent the e-transfer to me from?
  
  Sincerely,
  
  *********************************

  Business response

  12/01/2023

   I sent it to the email she has on file which is ******************* as shown on a client files. And the refunds show on them that they went to this email on file.
  
   
  
  Kindest regards,
  
   

  Customer response

  13/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I DID NOT receive the funds. When I send an e-transfer, I get an email response that states:

  The money transfer you sent to _____ for the amount of _______ was accepted.  

  Did you receive this email message? If not, our next step *** need to be small claims court as they will ask for my accounts to show I didnt receive the funds owing to me, as well as your documents showing they were sent.
  
  Sincerely,
  
  *********************************

  Business response

  17/01/2023

  Dear *****,
  
   
  
  We sincerely apologize for the inconvenience and frustration you are experiencing with the e-transfer. We understand how important receiving the funds in a timely manner is, and we are truly sorry that we were not able to meet your expectations in this situation.
  
   
  
  We can confirm that the funds were sent to the correct email address and the amount transferred was _______. We have documentation to support this, and we have already sent all necessary proof including refund receipts, proof of email and e-transfer documentation to both your previous email inquiries and through the Better Business Bureau.
  
   
  
  We understand that not receiving the confirmation email might be frustrating and confusing, we suggest checking your spam folder and also contacting your email provider just in case if there is any technical issue with your email account that might have caused this.

  Customer response

  17/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am well aware of how to manage my emails and check my spam mail, deleting spam regularly. I would like to see a copy of the received notification of money sent/received.
  
  Sincerely,
  
  *********************************

  Business response

  20/01/2023

  Dear *****, 

  I am writing to address the complaint and request you have made for proof of deposit, and regarding your experience with our business. I apologize that although your counselling experience was very successful in treating your chronic illness you are unhappy with the service. Attached is the accepted screenshot of the e-transfer sent to directly to you.

  
  I wanted to inform you again that we have provided a refund to you as per our records, we have both an email from our bank (see attached), statements showing the money has been sent, and ****app refunds from the software we use all stating that the refund was successfully deposited into your account on Nov.1 as soon as we were made aware that you needed one. We take all customer complaints seriously and investigated your claim with both our bank and the ****app software as soon as we became aware of it. We have provided the evidence to the relevant parties, and we were able to confirm that the refund was indeed provided to you.
  As well as providing you the documentation multiple times. We understand that situations can be complex and we are always willing to work with our clients to resolve any issues that *** arise. We apologize for any confusion or inconvenience that this *** have caused. If you have any further concerns, please do not hesitate to reach out to us so that we can address them.

   

   

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