Client problem

[Tori]

Hi all,

I need some advice. I am a mobile sports massage therapist. I was asked a short while ago by a friend if I would carry out some treatments on him. He wanted to claim on his medical insurance and asked me if he could do this. I explained to him that as far as I was aware, a previous client had done this, but he would need to check with his insurer. We agreed a date, and he paid up-front for a course of 3 treatments. Before starting the first treatment, I asked him again if he had checked with his medical insurer that he could claim, he said it would be fine.

I carried out one treatment, after which he went on holiday. I have been trying to book the remaining 2 treatments with him - after all he has paid me for them. When I spoke to him last week, he told me that his insurers had turned down his claim and he wanted his money back. I asked him why the claim had been rejected, he said that I was not on their list of qualified practitioners. I agree I am not, which was one of the reasons I wanted him to check he could claim in the first place. I have searched the insurer's website, and it states very clearly that cover is not provided for sports massage.

Now I am in a tricky position. My friend now says that he was only booking treatments to help me out, he is angry that his insurer won't pay and wants me to refund the cost of the two remaining treatments. My view is that I had not approached him to have treatments, he came to me complaining of back pain. I asked him several times to check with his insurer that he could claim for the cost of this treatment, and finally I am unable to refund him as I have used the money to renew my insurance!

I don't really know what to do or say to him. Any ideas?

Thanks

Kazzie

 

[ngydkcii]

Hi Kazzie,

IMHO - as long as you advised him before he booked and paid for treatment to check that it was covered by his insurers then I can't see how you are at fault. It's the insurers who make the decision as to what and who they will pay for treatment, not the insured or you.

I regularly get asked about insurance claims and I always say check with the insurer first. If they don't then really its their problem.

The re-payment of the remaining 2 treatments is a tricky one. I know you have used the money, but is there anyway you can pay him back even at a small amount? He's obviously not going to take the treatments now and it would be a shame to lose a friendship.

HTH

FBX

 

[Alyssa Godin]

Kazzie,

What do you value more his moneywhich if you have spent and cannot repay I would take a good look at your business plan. Living hand to mouth in this business is not a good way to work.
Or his FriendshipWhich I guess that you will lose if you don't refund him.

 

[Meluuidela]

Hi Kazzie - this is a difficult problem - been there and got several t-shirts! I rarely take money up-front nowadays. I either take the cheque prior to treatment, or at the end. As funnybunny and Aikijason have said - if you value his friendship, it may be better to refund him - but say that he will have to wait as you have a cashflow problem at the minute - but pay him soon. Plus, you should always make sure you have a 'float' in the bank - you never know what bills might unexpectedly come through the post.

 

[op er at or]

Hi there- if there's any lesson to be learnt from this, I think personally, it's to be very careful when mixing business with pleasure. The difficulty seems to be the hard feelings if you keep the money. I think you are entitled to have it -you offered a service and he paid for it- it wasn't you that declined the offer- it was him who didn't turn up- and how or if he reclaims any of it, really needn't be your concern.
It's surprising how many people pay up front and then don't turn up for all their appts! If this happens to me occasionally, I wouldn't dream of contacting them! I know that sounds harsh but business is business......
That said, I can see that they are friends and thought they'd help you out- and I can understand how work (or lack of it) can leave us financially struggling sometimes but whether you pay him depends I guess, on which is more important- the friendship or the money. Personally, I wouldn't rate them as great friends, if they can't understand your situation, it tells you a lot......

 

[nxpyefjw]

Hello Kazzie,
Yes a very hard one in deed. I know he booked these appointments in advanced which is not normal, however i do feel that maybe he should have his money back.Its not about whos right or whos in the wrong ...but more about good customer service....and word of mouth. Try and see it from his point of view he hasnt had the treaments so therefore he wants his money back.

Hope you work things out!
Rachelx

 

[Loolistat]

So he's booked for three treatments and will not now be having the remaining two treatments? Personally in this situation I'd refund and live on beans and toast for a few weeks if necessary.

Not sure how the money for two massages would break the bank though...

 

[whxfwczb]

Hi Kazzie,

I reeally feel for you here. Obviously I don't know the "ins and outs" of the situation and I'm not a therapist (but have had a lot of therapy) but one thing sprang to mind when reading this.

Your friend must have NEEDED this treatment otherwise why have it ?? O.K. you can help out a friend - if they do aromatherapy or reflexology or something that helps you relax - but to have something like sports massage if you don't actually need it sounds a bit strange to me. If there was nothing wrong with him and he didn't need the treatment - basically he was prepared to defraud the insurance company by claiming for something he didn't actually need !!

From a personal perspective - I'd refund him the 2 treatments ( not the first one as he had "benefit" from it and it took up your time/expenses getting there and treating him) and then I'd give him a very, very wide berth !! If I was in his position I'd take responsibility for my own actions (ythat I hadn't checked with the insurance company) and have the follow up treatments that I'd paid for. With friends like this - who needs enemies ??

Love and hugs

 

[babysnoopyfan]

I don't think there's a question really; he's paid for a service he isn't receiving, you refund the money for the 2 treatments, but not for the one he received. It's the right thing, both morally and legally, and the size of the business doesn't matter.
If you order a book through amazon, but then cancel it before they send it, would you expect a refund? same situation

 

[???? ?o ???????]

Hi Kazzie

How about a compromise? Suggest to him that you refund the money for one and a half treatments, then it's 'fifty-fifty' and you both might feel OK about it. If you truly can't afford to give that amount of money back (are times that tough?) then tell him so and promise to repay him in the near future. After all, you are also his friend - it's not just that he is yours! Therefore there's also a case for him to be saying 'with friends like her, who needs enemies?' Come on, friends are supposed to be there for each other - it's not a one-way street. Bite the bullet and let him have his money back - and then put the whole episode behind you and move on.

Love
Sunanda xxx

 

[Larry m]

Plenty of food for thought! Thanks to all of you for your input. I'll speak to him over the next couple of days and sort it out.

Thanks again

Kazzie

 

[CindyRVT]

I think you have to remind yourself Kazzie that you're not to blame.

Unfortunately some people don't take responsibility for their actions and you DID tell him to ensure his insurance company would cover it prior to the treatment and you HAVE made an effort to contact him for the further 2 treatments. He made a verbal contract with you and backed out, so in reality I'm not sure if you'd have to refund the 2 treatments - however as I said before - I'd personally pay it back just to stop him behaving childishly and then I'd keep him at arm's length. If he does ask you to do any treatment in the future you need to protect yourself from him messing you around again. Personally I'd either agree just do one off treatments with no payment in advance or I'd say i don't treat friends (or something like that). No-one needs a friend or a customer/patient messing them around. Some therapists I know need at least 48 hours notice of a cancellation otherwise the patient is liable for payment. I think he used the fact that he did it "as a favour" just to make you feel guilty - however that does imply that he was intending to fraudulently claim money (for a non-existing condition) from the insurance company. If he DID require the treatment then he's not really doing you a favour as he actually needed the treatment.

 

[Lady Beau Peep]

This one is easy to me - Give him his money back. He has not had the treatments. It dosen't matter what the reason. You have money for treatments your haven't given. It's just the right thing to do. It's not your money just becasue he was good enought to pay in advance. His need is probably greater than yours or he wouldn't be asking.

Do the right thing and feel good about yourself!

Plus insurance companies will never pay out unless you are registered with them. So the next time anyone asks, you should be able to say weather you are with their company or not.

 

[?ex change ?.?.?.?.?]

Question, what right do you have to the money for the treatments he hasn't received?
Answer, none.
Solution, repay him for the 2 treatments.

 

[mo2k7us]

Exactly!!!!

 

[Mummy_to_one_and_bump]

Hi ya

I would give the money back. It's too much hassle.

Best to learn from the mistake (or his silly mistake).

I've lost clients due to the that I'm not a registered osteo/chiro/physio, therefore not recognised by NHS or private health insurers. It's just the way life is at the moment.

O to be on the cutting edge of CAM!!!

Best Wishes

Reiki Pixie

 

[Philip Hartley]

Actually there are many places that if you pay up front and then change your mind you don't get a refund. An example : I signed up for a course and pre-paid for a term, but couldn't do more than a few lessons due to illness. Even though i'd paid for a term I didn't get a refund as it was their policy not to give one. This has happened to others as well.


Kazzie has done everything to help this silly man and he's been messing her around. Also if he didn't actually need the treatment he was prepared to make a false claim. Anyone with any sense would only use their policy if they really need it as too many claims can invalidate your entitlement. Kazzie did ask him to ensure that he was covered but he couldn't be bothered until it was too late and then of course "changed his mind" when he realised he'd have to pay himself. I think everyone here has suggested to her to refund his payments but (certainly in my case) I offered this advice just to get him off her back not through any sympathy with him. I hate peeps who mess others around - the least he could do is to apologise profusely. I'm not a therapist but i've been in situations where I've done everything to ensure something goes smoothly and then am let down by someone else - so i know how it feels.