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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:
Original poster
Buttercupdaisies · 27/05/2023 14:48

I really don’t want to contact them. I did call to explain I wouldn’t make the appointment, explained I had been advised to go to the hospital and that I really was sorry for the inconvenience. I was in the hospital for quite a while and when I came out I had no messages but I did have an email receipt for the full amount.

So fair enough, they have their £30, they have no obligation to me. But then I also have no obligation to make any more appointments. I will contact them but only to ask them to remove my card details from file, which is reasonable. I’m not going to be rude about it but we are all allowed to make choices about what we spend our money on!

OP posts:
gettingoldisshit · 27/05/2023 14:49

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.

Are you fpr real?

WomblingTree86 · 27/05/2023 14:49

WombatChocolate · 27/05/2023 14:35

Isn’t it just manners to explain to the business why you were a no-show? She’s been a regular customer for years and to suddenly go silent is quite simply odd.

The computer payment system might automatically charge for pre-booked appointments. That’s pretty common. It might also be usual for this business to refund, be flexible and re book etc etc. But how can OP know if she doesn’t contact them?

Better outcomes are usually possible with a short conversation. Being annoyed and silently sulking removes any possibility of working things through and resolving issues. In my mind, grown-ups communicate to resolve things or to at least try. Being silent and critical and resentful isn’t a mature approach to a grievance which can often be easily sorted.

If OP rings, apologises for not turning up and explains why and politely asks if there’s any chance of a refund or re-booking the appointment, and they seem totally inflexible or disinterested, then if she feels uncomfortable and wants to walk away, then fine. But to simply walk away with no communication….well it’s jumping the gun really.

Imagine if the business were to post on MN? All they could say is yet another client simply failed to turn up with no communication. Of course P knows why this happened…but the business doesn’t unless OP tells them

Show quote history

OP didn't just fail to turn up. Anyway, perhaps it would be polite for the business to explain at the time that they were going to charge her anyway because it is in their terms and conditions. Given that they didn't do that I'm not sure why OP should make a special effort to tell them what she thinks.

Original poster
Buttercupdaisies · 27/05/2023 14:51

@WombatChocolate it is like you are answering a different thread, which again is strange when you keep insisting you are passionate about communication.

The thread isn’t ‘AIBU to not have any more massages at this place’.

OP posts:
mondaytosunday · 27/05/2023 14:51

As you are a long standing customer yes I think they should have exercised discretion and not charged you. I have in occasion had to cancel an appointment last minute, and mire often than not I'm not charged as I reschedule and I'm a regular. My PT does tend to charge unless she can resell the spot, but fair enough. If it was because I'd had an accident or something she'd probably not.
No shows are really common, and places like dentists will definitely charge, but a one to one thing like a massage or hair cut might not, even though they are more likely to suffer financially!

AnotherDayAnotherUsernameForMe · 27/05/2023 14:56

I don’t think you are being unreasonable. You are a regular client with no history of messing them around. You had a medical emergency, it’s not like you just couldn’t be bothered turning up.

I would simply cancel all further bookings and try to forget about it. Hope you are feeling better and keep good health for the remainder of your pregnancy.

Canthave2manycats · 27/05/2023 14:58

I think I'd contact them and give them the chance to put it right for a longstanding client.

Original poster
Buttercupdaisies · 27/05/2023 15:02

@AnotherDayAnotherUsernameForMe thanks, that’s how I see it too.

OP posts:
WombatChocolate · 27/05/2023 15:03

Canthave2manycats · 27/05/2023 14:58

I think I'd contact them and give them the chance to put it right for a longstanding client.

Totally agree.
OP might be surprised at how sympathetic they are about what happened to her. She might find they apologise for charging and explain that their computer system automatically charges missed appointments, but they are always willing to take it on a case by case basis, or be flexible for loyal customers like herself.
She might walk away from the conversation feeling hugely positive about this business.

TheCatterall · 27/05/2023 15:05

@Buttercupdaisies what of it isn’t ‘just’ you that’s cancelled. What if 1-3 folks are no shows or cancellations each day of business?

I know plenty of folks that now charge a deposit or full fee if you give less than 24 hours notice. And it’s at there discretion if they let you forgo the charge.

So they have clear boundaries on what they will and won’t accept as a business. And you think as a regular they shouldn’t charge you?

maybe have a word next week. Or find somewhere else.

Personally if they are good at what they do - I’d accept it for what it is.

daisychain01 · 27/05/2023 15:09

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.

[caveat, this may have already been suggested I haven't read the whole thread]

Have you tried contacting them by phone and talking to someone, as it might have been transacted according to their T&Cs but speaking to someone might appeal to their better nature.

mention to them that you appreciate the reason why they had to apply the penalty, and you gve them assurance you won't set a precedent but can they 'forgive' the penalty on this occasion.

daisychain01 · 27/05/2023 15:11

Xposted with you @Canthave2manycats

ChristmasFluff · 27/05/2023 15:13

I work in customer support, and there are ways to maximise your chances that customer support/reception will use their discretion and refund you.

So if I were you, I would get in touch to query the charge - be really pleasant, emphasise how you are normally very reliable, this was due to pregnancy etc and do not under any circumstances say 'refund or I walk' - because I promise you they will be thinking 'don't let the door slap you in the arse on the way out'.

But bear in mind, if this is a smaller company, you most likely will still have to pay, because at such short notice they cannot fill the slot, however in-demand they are. Do you want to spend your work day not getting paid? And when you have a waiting list for appointments it is even more frustrating.

Plus £30 for a massage is a good deal. If they are so good you go weekly, I'd not be passing that by easily.

LuluBlakey1 · 27/05/2023 15:15

The number of people who think 'if it's in their T and C that's how it is' , is amazing given whenever this is suggested as a means of helping reduce missed appointments in the NHS and at least giving the NHS some income back that they lose from missed appointment, MNET goes into uproar. Perhaps NHS should put it in their T and C's and we'd just have to get on with it.

Nanananananana99 · 27/05/2023 15:16

I think my favourite part of the replies is that people are suggesting the business is simultaneously so hard done by that they needed the £30 to pay their electric but also so massively successful that they can get another weekly repeat client at the drop of a hat.

SundaeLove · 27/05/2023 15:17

AnotherDayAnotherUsernameForMe · 27/05/2023 14:56

I don’t think you are being unreasonable. You are a regular client with no history of messing them around. You had a medical emergency, it’s not like you just couldn’t be bothered turning up.

I would simply cancel all further bookings and try to forget about it. Hope you are feeling better and keep good health for the remainder of your pregnancy.

I agree with you.

SundaeLove · 27/05/2023 15:20

as to people saying that no way could that slot be filled within the 3 hours notice she gave them, that is not necessarily true, if my physio practice is anything to go by, the appts are snapped up, if I really want one I just refresh the app often and take the cancelled appts as they pop up, often on the same day as most apps won't let you cancel online if it's 48 hours before your appt time.

Farmageddon · 27/05/2023 15:25

Most places have a no refund if you cancel within 24hr policy, which is fair enough, but there is usually some discretion if you are a regular customer.
I reckon they have your card details just for that purpose; if you just didn't turn up or something, but fair enough if you feel a bit put out that they went ahead and charged you anyway, and don't want to go back.

The thing is, a weekly massage is supposed to be a relaxing treat and it probably won't be from now on knowing how they responded so you're probably best to just leave it and not use them again.

Awoooga · 27/05/2023 15:26

If anywhere does this to me they permanently lose my business. I’m sure they don’t care, but I’ve had to cancel an appt last minute when pregnant as the maternity ward had booked me an urgent scan, I was charged even though I explained the situation - they did know I was pregnant. They asked if I wanted to rebook! I told them thanks but no thanks.

longtompot · 27/05/2023 15:53

@WombatChocolate the op said in her opening post that she phoned and explained, and apologised

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

I think when you contact them to removed your card details @Buttercupdaisies , if you do this via email, I would mention again that it was an emergency and you couldn't have given them any more warning and are a bit disappointed that they charged you anyway. They may refund. Who knows, maybe it's automatically charged when clients don't turn up.

Remaker · 27/05/2023 15:56

I think YANBU. I go to a beautician regularly that has a policy of charging if you cancel with less than 24 hrs notice. I’ve only cancelled on short notice a couple of times in the 7 years I’ve been going and always with good reason. They’ve never charged me. I’ve more than made up for it with my regular business, increasing the treatments I get, now taking my teenage daughter as well as recommending them to other friends. If they’d charged me early on for missing an appointment due to illness, for instance, I might have gone elsewhere.

I think it’s short sighted of them to charge you and lose you as a customer.

CabernetSauvignon · 27/05/2023 15:58

WombatChocolate · 27/05/2023 14:14

These things all come down to communication.

If a client misses the deadline to cancel, but before the appointment, then rings, apologises and asks if it might be possible to re-book….they might exercise discretion and not charge.

Even if someone rings the next day and apologises, they might not charge.

If someone rings after the charge has been applied and apologises,is pleasant, asks if it might be possible to re-book….they might let you, if this hasn’t happened before.

However, if there is zero communication, all that business knows is you didn’t turn up…no idea if you forgot, didn’t fancy coming,had an emergency or anything else.

To me it makes sense to apply the charge. Many businesses will do that in the circumstances BUT will then consider refunding or re-booking if the customer communicates with them. That customer usually won’t fail to turn up again, or Willie spect to be charged and not get a refund.

BUT it sounds like OP hasn’t communicated. Instead, she didn’t turn up and even after the charge doesn’t want to speak to them, just not use the business anymore. Failure of communication is actually the root of most issues.

From a business point of view, people need to realise too that customers actually tell all kinds of lies unfortunately. People will say they had an accident or someone died,in order to avoid paying. It is extremely hard for businesses to know who is being truthful and who isn’t. Blanket policies dont have ambiguities and are clear-cut.

Ive been charged before for a no-show. I was cross with myself. I rang up and profusely apologised and hoped they might re-book and use the mo eye for another appointment…..but I accepted they might not and that was their right. In that circumstance, they did re-book me. I was honest that I had forgotten. I think they appreciated that more than me telling them about a crisis. However,I appreciate that they were £50 out of pocket because of my carelessness. And I would have been willing to own the error which was mine and accept errors sometimes cost us and no-one else should lose out because of them.

Have you missed the bit where OP said that she phoned the business, explained and apologised? It's right there in the first post.

CabernetSauvignon · 27/05/2023 16:02

WombatChocolate · 27/05/2023 15:03

Totally agree.
OP might be surprised at how sympathetic they are about what happened to her. She might find they apologise for charging and explain that their computer system automatically charges missed appointments, but they are always willing to take it on a case by case basis, or be flexible for loyal customers like herself.
She might walk away from the conversation feeling hugely positive about this business.

Show quote history

If they were that sympathetic they wouldn't have charged in the first place. They knew why OP couldn't come. To be honest, I can see her point. In effect, they received a message saying she couldn't come because of a medical emergency. For all they knew, she could have been seriously ill, she might have lost her baby, but their first thought is to grab their money. It leaves a nasty taste in the mouth.

Clymene · 27/05/2023 16:08

So you didn't speak to anyone and have no idea if anyone even listened to your message? Or if they did, if they passed it on.

It really sounds like a lot of poor communication.

Anyway I'm glad your baby and you are ok.

RosettaTheGardenFairy · 27/05/2023 16:18

I think the policy makes sense, but so does discretionary dropping of said policy for loyal customers.

The massage & nails place I go to has a well communicated 'cancel in under 24 hours, pay in full' policy. I completely understand why, but I've been going for years and a whileback I was a no show (ambulance to hospital for burst appendix) and I wasn't charged. They said they understood, these things happen etc. and that was the end of it. If they'd charged, I would've understood, but it would've left a bitter taste and soured the pleasant relationship we'd built up. I suspect, like OP, I would not have gone back.