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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

About being charged for missed appointment?

449 replies

Buttercupdaisies · 27/05/2023 09:57

For several months I’ve had a weekly appointment somewhere. This week, I had to go into hospital as am 33 weeks pregnant and had an injury (all was fine.) I rang up and explained and apologised.

They have just charged my card the full amount. I suspect a lot or people will say I am BU but I don’t feel great about it, tbh. Just wondered what the consensus was.

OP posts:
Allrightmylover · 27/05/2023 10:03

If it’s in their terms and conditions then it’s in their terms and conditions as harsh as that may seem they would not be able to fill that appointment slot at such short notice unless they had a walk in. However your appointment may need special prep so depending on what you were having done, so could be impossible. It’s a business.

You had a legitimate reason but many people just forget. Before covid my local Doctors surgery had a running tally of how many patients failed to turn up per month for appointments it was always at around. 300 to 400 appointments. Some of those would have been extreme circumstances like yourself but most wouldn’t.

Original poster
Buttercupdaisies · 27/05/2023 10:11

I know and I can understand it from their point of view. But equally the lack of goodwill and I suppose trust has made me inclined not to go back. So they have ‘gained’ £30 but ‘lost’ a lot more going forwards.

OP posts:
AbreathofFrenchair · 27/05/2023 10:14

As above, if it's in their t&cs then that's what you have to do.

It's irrelevant now as you've chose not to go back and they will most likely fill the space with someone else so they won't lose anything

Hellodarknessmyoldpal · 27/05/2023 10:16

How much notice did you give? Usually appointments have a policy about when in the appointment is cancelled and within a certain time you'd be charged half/full amount. It's annoying but fair enough if they would not he able to fill the space and therefore loose out on the £30.

readbooksdrinktea · 27/05/2023 10:18

It's pretty normal where I am if you cancel less than 24 hours before the appointment.

Original poster
Buttercupdaisies · 27/05/2023 10:18

I do get that. I just suppose as a reliable customer some goodwill would have been nice and would have meant I’d have continued to go.

OP posts:
AgnesX · 27/05/2023 10:18

Did you not give them enough notice...if you knew about your hospital appointment I'm assuming you did so the charge is unfair.

If it was a last minute cancellation the charge is totally fair. Their business has lost money after all

LotsOfBalloons · 27/05/2023 10:19

What was the appointment for?

And did you tell them after the fact or before ?

We have weekly music lessons and given notice she will accommodate a change or even sickness on the same day as we are regulars and tell her that morning.

But if its after the appointment happened then they were there waiting for you so I can understand a charge.

Caramelisedbiscuitbutter · 27/05/2023 10:20

What kind of business is it? Small or large?

They might have Ts&Cs that allow them to charge you but I would expect more compassion in the circumstances really, especially as you are a regular customer. So I don’t think you are BU to have hoped they wouldn’t charged.

CC4712 · 27/05/2023 10:22

SO did you call BEFORE the weekly appointment and explain you needed to go to the hospital- or just not turn up and then called afterwards? If the latter, then I can understand the charge for a no show.

LotsOfBalloons · 27/05/2023 10:22

Also if you go every week and pay 30 quid every week you haven't really lost anything. You just missed one of the appointments but your financial planning was that the money would be gone anyway so you haven't "lost" it.

LotsOfBalloons · 27/05/2023 10:23

I dont really see why you wouldn't go back if you've paid for this slot for a good while?

ExplodingCarrots · 27/05/2023 10:25

My nail girl and loads of other beauty type businesses in my area have a policy where if you cancel with under 24 hours notice then you will be charged full rate. These people are self employed and need to pay their bills. Can you imagine if every one of their clients cancelled on a day . It's nothing to do with being a loyal customer ...it's making sure they can earn a reliable living . If they made an exception for all their loyal customers then they wouldn't be earning much .

ButDoYouAvocado · 27/05/2023 10:26

I run an appointments based business. I charge if people give less than 24 hours notice and I can’t fill it. If I can fill it then I don’t charge.

if I can’t fill it I still have to pay overheads including paying the member of staff who has arrived at work expecting to be paid. That obviously comes out of my pocket if I’m not reimbursed.

I’ve had this situation before - I hear what you’re saying with regard to being a repeat client but you’re literally asking them to be ok with being £30 down because of your actions and I’d say loyalty goes both ways really.

I should add I don't charge full price, I have a separate cancellation fee which is lower. I think that would have been nicer in this situation.

marblesnottobefound · 27/05/2023 10:27

I get why it feels bad, especially as you're a good repeat client.

My friend is running her own salon & was always really kind with not charging for cancellations where people had valid reasons. It got to the point though where everyone had valid reasons & I asked if it's her responsibility to foot the bill for it? It cost her so much to be considerate that it made it harder for her to run the business.

I see it as, I don't like that I've effectively wasted x amount of money but I don't feel it's her responsibility to absorb the cost where I've left her unable to fill a slot of time.

Floralnomad · 27/05/2023 10:27

You keep going on about ‘goodwill’ but goodwill doesn’t pay the bills and they are £30 down .

Irridescantshimmmer · 27/05/2023 10:28

It seems like pregnancy discrimination to fine you for a missed appointment, after all you would have had to be seen at the hospital as an emergency and for the safety of your unborn child.

To fine you because of this seems unethical, so I suggest you speak either to your local councillor or contact citizens advice bureau who can help you with this.

Sandylanes69 · 27/05/2023 10:29

Buttercupdaisies · 27/05/2023 10:18

I do get that. I just suppose as a reliable customer some goodwill would have been nice and would have meant I’d have continued to go.

Everybody wants special treatment 🤷‍♀️

TedMullins · 27/05/2023 10:29

YABU. How much notice did you give? Very normal to charge customers if they don’t give more than 24 hours notice. The only time I’d expect goodwill is if it was a health emergency, but this sounds more like a routine appointment

JulieHoney · 27/05/2023 10:30

No shows put their business at risk; without at least 24h notice most appointment based organisations will charge.

I understand it’s frustrating, but don’t cut your nose off to spite your face. You haven’t “lost” £30, you were paying it any. You lost your time at the appointment.

continentallentil · 27/05/2023 10:30

They are running a business.

You could ring up, point out you are a regular client and this is the first time you did this, and see if they’ll wave it, or just charge you 50%. They might well do, if they’d be worried about loosing you as a client, but it’s up to them.

I’m sorry you had to go to hospital, but it doesn’t alter the fact they are running a business. There is no reason they should loose money and be less able to pay their bills just because you had something crop up.

Blondeshavemorefun · 27/05/2023 10:30

Assume you didn't give them 24hrs as was a fall so asap

They still have their overheated and bills to pay so have charged you

Glad all ok with baby but sadly that's their terms

Sandylanes69 · 27/05/2023 10:30

Irridescantshimmmer · 27/05/2023 10:28

It seems like pregnancy discrimination to fine you for a missed appointment, after all you would have had to be seen at the hospital as an emergency and for the safety of your unborn child.

To fine you because of this seems unethical, so I suggest you speak either to your local councillor or contact citizens advice bureau who can help you with this.

Oh for goodness sake!! 🙄🙄🙄 Why not phone the police as well while you're at it? Unborn child indeed.

Againstmachine · 27/05/2023 10:31

Irridescantshimmmer · 27/05/2023 10:28

It seems like pregnancy discrimination to fine you for a missed appointment, after all you would have had to be seen at the hospital as an emergency and for the safety of your unborn child.

To fine you because of this seems unethical, so I suggest you speak either to your local councillor or contact citizens advice bureau who can help you with this.

Oh give over she isn't discriminated against she's been treated the same as anyone else who missed and appointment.

ISeeMisledPeople · 27/05/2023 10:31

If you turned up to work, but your boss had a fall and ended up in hospital - you would still expect to be paid, wouldn't you?

I get that it's not exactly the same scenario, but it's closer than you think.