The Behavior Exchange

The Behavior Exchange in Plano, Texas, aims to help children with behavioral issues, developmental delays, autism spectrum disorders, and other special needs. Last summer (2017) the former supervisor at this center offered us a $50 charge per 2-hour session if our child gets two sessions of service every week. After the summer, my wife checked with the supervisor and another employee about the future charges; both confirmed the costs would be the same as before for us. However, after 9 months, I realized that we had been charged $90 rather than $50 per session for all sessions we received. After I filed a request to get the previous charges fixed, they said that they could not confirm what the former supervisor offered us since she no longer works with them. During these 9 months, we never received any paperwork regarding the change in the amount of charge. They never sent us any transaction statement by either mail or email for the charges they made, and it was only after I called them and asked about the statements that I realized the extra fees. Also, they never charged us on a regular weekly or even monthly basis. For instance, we received one charge of $1350 for a 3-month period. With all these things, there was no way for us to realize how much they have been charging our credit card they had on file. This center has so many strict policies about their customers which I have never seen anywhere else. For example, a session cancellation request must be submitted at least one week in advance otherwise they charge for a fee; parents who want to watch their children during a therapy must submit their request three days in advance!!!; parents should leave the front office as soon as they drop off their children; and so on. However, it is surprising that they do not adhere to their usual commitments to their customers; as I said they are not committed to what their former supervisor offered us, they never sent us any paperwork to sign regarding the charges, they never sent us any transaction statement, also charges were not made in a regular basis. One of their staff told me that he is also very disappointed with the way we have been treated regarding the charges and they will make sure that this will never happen to any other customer in the future, but they cannot return us the unfair charges they have made to us. I am very dissatisfied with this center and am going to file a lawsuit against them soon.