Complaints

This profile includes complaints for Serenity Mental Health Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serenity Mental Health Centers

  20950 N Tatum Bld Ste 380 Phoenix, AZ 85050

• 

  Serenity Mental Health Centers

  1501 N Gilbert Rd Gilbert, AZ 85234

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 10, 2025 I made an appointment with this clinic using Zocdoc. I was left a voicemail to call to confirm the appointment. When I called they had no record and told me that they actively know ****** schedules false appointments and that they have nothing available for two weeks despite me having a booked appointment with a provider through ******. Their booking system gives no notification that what you may be booking is not an actual appointment. Theres also no message to follow up with the clinic to confirm an ************** shows as booked and yet a day later, I got a voicemail to call the clinic to confirm the appointment. But in confirming the appointment they said it doesnt exist. my issue is that this is a known problem at their clinic according to the receptionist and yet they do nothing to resolve it. When I asked to speak to a supervisor I was denied. when I asked to make sure that my complaint was passed on, There was no reassurance given that it would be. And since I was denied the ability to actually provide my complaint to a supervisor, I cant trust that it actually went anywhere. As is a mental health clinic, I would expect higher service and confidence in appointment scheduling, so they should not schedule appointments through a system when they know that its not actually scheduling appointments. But to their patient who may be experiencing about the health crisis, it looks as though they are scheduling appointment. This seems very dangerous.

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to schedule a new patient appointment a few months ago but decided to cancel. Since then Serenity Mental Health Center in ******* has been calling me almost every day about rescheduling an appointment even after I called an asked them to take me off their call list. I tried blocking their number but the call still comes through so I let it go to voicemail. I am tired of deleting their messages and I am reporting them for harassment.

  Business Response

  Date: 01/20/2025

  Hello,

  From Serenity, we sincerely apologize that we gave the impression that we have been harassing you. At Serenity, our mission is to help as many people as possible to receive the help that they deserve to improve their lives. With this goal, we do strive to reach people who may have missed or cancelled their appointment but would like to pursue treatment. We reach out to our patients to make sure that they have the opportunity to improve their quality of life. This persistence benefits many patients, but we realize that in this case we should have done a better job.

  We are also a growing company with many new employees. When you contacted to be taken off the call list, your request was not handled properly, so those steps were not taken. I apologize for the inconvenience that this caused you. Since we have received this message, I have reached out to the manager over our call center to better instruct the agents. They have also left notes on your account that you should not be contacted. Our IT department also helped to move you to our no-contact list.

  I apologize again about the frustration that this has caused, but wanted you to be aware of the steps that have been taken to reach a resolution. 

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was inquiring about the services provided by Serenity Health once I hit submit, I was called with in two minutes of my submission. After discussing the services provided, I wasn't sure this was a good fit for me but felt pressured into making an appointment. This was approximately 7 pm on 8/15/24. After further discussion with my husband, I decided to look at other options for possibly a better fit for my needs.I called Serenity at 6:44am on 8/16 to cancel my appointment, I was told that there would be a $150 cancelation fee, because I did not provide a 24 hour notice prior to cancelling my appointment.I was not informed of a cancellation fee, and I did not have an opportunity to cancel 24 hours in advance because my appointment was made only 12 hours prior.I have made 4 attempts to resolve this matter, I have requested a transcript of the call.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My trouble with Serenity mental health center ******* location started in January 2023. I was lied to about the cost of the co-pay before the treatment started and then didnt get a bill for 2+ months so was totally unaware they were billing me $60 more than they quoted for every visit. My own research found that someone at the center called my insurance provider 4 times, in one day, to get the co-pay amount and was give 3 different rates. One quote ($75) was given to my technician ***** MINUTES before my first appointment and she advised me the co-pay would be $15. Why the 4 separate calls? Why tell me the co-pay is $15, when minutes before she was quoted $75?I attempted to resolve the issue with the centers manager, ****. He said once my treatment was complete he would adjust all the co-pays from $75 to the rate quoted to me. Now they refuse. I have been trying to resolve this for over a year, but they refuse to respond.Because I am an ethical person, I have already paid the full about for my treatment according to the co-pay I was quoted. The bills keep coming for the difference.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment with ********************************* at Serenity Mental Health Centers-******** on 5/25/2024. Throughout the appointment, **************** was aggressive, accusatory, and highly unprofessional. She was dismissive of my concerns and prescribed me medication in a dosage that was double what I had previously been taking, which I was adamantly against and did not agree to. She advised me to take the medication as needed, but upon looking in my patient portal and speaking with my pharmacy te ensure the information was correct, the prescription had been written to be taken once daily. Considering this is a Level One narcotic, I was highly concerned about making sure that I took the medication in accordance with the prescription label, as taking it in any other manner would be considered medical non-adherence. When I reached out to the office to rectify the unpleasant experience that I had had, I was transferred to a new provider and told that this experience would be taken care of.When I logged into my patient portal on 6/17/24 to pay the charges from my first visit, I noticed that I was billed an additional $198.84 to my account for the 5/25 appointment. I have reached out to both the office manager (6/17) and a manager from the corporate phone number (6/18) in regards to being billed for this service, as the service that I received was unprofessional and was an unsafe representation of medication management. I suggested several different amicable resolutions to the problem at hand, but neither the local office manager nor the corporate representative seemed willing to discuss such resolutions. I am looking to file this complaint to help facilitate a reasonable resolution, as I do not feel that I should be held wholly responsible for the cost of a service that handled the management of my medication negligently.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  serenity mental health center in ******, ** was great until everything went out the window. While I was there they stated they took my insurance. Then I received bills for the sessions with the doctors. I also then had a treatment done at their facility and the treatment was disturbed. During this time people where laughing and screaming and slamming doors. I complained to the nurse, then complained to the on site manager after 3 weeks of calling and leaving messages. I have now left voicemails, messages, written letters and have not heard back from one person. Each time I have called they say he or she will call me back and they have not. I now have a bill in my name for $1400. They should not be charging me for a dime. My insurance has confirmed that they paid for what was covered and that the only thing out of pocket was the treatment. I was told by the manager that this amount would be covered by the company. For a mental health center, this place should not even exist.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Serenity Health Centers have a consistent common practice of overbilling and overcharging anything over 20 minutes, even when the appointment is NOT over 20 minutes.I've tried many times to resolve the issue with no response. The phone numbers reach a main hub in **** and there's no direct line to the office. Several messages have been left for the office manager, ********, and I have never received a response.I'm requesting to have the overcharging removed/credited, and I will satisfy the remaining balance of what my health insurance didn't cover, which is only fair.Please see attached billing documents.Thank you ************************** Total $1320.00 *Overcharge Total $460.00 **************************************************** Payment $760.90 *Total Patient Responsibility Minus Overcharge $99.10

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Serenity mental health services through a call center. The person I spoke to assured me that the specific services she wanted me to try would be safe while pregnant. I scheduled the appointment and then reached out to my OB who advised me that the treatments were not recommended at that stage of my pregnancy. I called back the same day to cancel my appointment. A few days later I received a confirmation call and therefore called the office who assured me that my appointment had been cancelled and I could call back to reschedule after I delivered. I am now receiving bills for a no show fee and being told that there is nothing they can do about it. I knew Im advance about the no show fee which was why I cancelled in advance and called to confirm that their records reflected that I had cancelled in time.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past several months, I have had multiple instances where I was told by the doctor that my prescription would be called in, only to visit the pharmacy a few days later and find out it was never called.I am currently following up with the office regarding a medication that was supposed to be called in thirty days ago. I am about to run out of my medicine, and no one there seems to be able to help, despite the doctor assuring me out would be called in. I have called the office multiple times, sent an email, and tried using the offices portal. These people are managing important medications, there is no excuse for being so disorganized.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ********************* today 12:26pm and let him know that there have been several "no show appointments" from 11/14/2022 to current that I never made showing in my Patient Portal. I told him because Serenity is making appointments without my knowledge and authorization, I would like to cancel all future appointments beginning with tomorrow 11/23/2022. I will make my appointment tonight. He told me only a supervisor can cancel appointments. All of the no shows from 11/14/2022 on I did not make. I only rescheduled one appointment days before I was to show and they still charged me a no show.I have not missed anything I was schedule for. Also, I have been trying since 11/11/2022 to get Serenity Mental Health Centers to complete a FMLA/LOA Certificate of Health and Return to work letter which they have not done yet. They have left me several messages they sent it both to my email and my employer's fax number but neither has received it. I told them I am scheduled tomorrow to return and must receive at least the Return to work letter and they state they are working on it but never send it. This is a terrible mental health center and has actually caused me more anxiety than reducing it.