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Business Profile

Health and Wellness

Silver Lake Psychology Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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 charged $185 by Silverlake Psychology for a claim from DOS 5/21/24 because they incorrectly billed the wrong insurance on my account; I had recently changed providers and they had that information on file. I let them know of the error and was told it would be fixed in August 22, 2024. It was never fixed and when I tried calling the billing office, it was impossible to get a hold of and when I finally did, I was told they would be looking into it. I haven't received any update and it's almost the end of the year. $185 is a lot of money to be taken out of an *** and now the *** account is asking for a receipt and I can't even provide that, let alone get my refund for the account. It's become a huge mess and stress for me. I'm never using this provider again.

  • Initial Complaint

    Date:09/30/2024

    Type:Order Issues
    Status:
    Unanswered
    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've been billed for $1480 for services between 2/9 and 4/19 of 2024. They didn't check my insurance before allowing me to get services during that time, and waiting 2 and a half months before sending me the bills. They're officially contracted with ********, which I had during that time, but refused to submit invoices to ********, which I was told is illegal. They said that their provider is not contracted with ********, which I have no way of knowing, making it a surprise bill. They've been calling, texting, e-mailing, and sending paper mail multiple times a week even though I've been in communication with them telling them I would like to figure out what is happening and how to make things work. They haven't been understanding or helpful at all, and have made threats to send me to collection despite my being responsive. The information on the physical letters they've sent is also not entirely correct, claiming I owe $160. Probably just to get me to start paying them something, even though they've refused to submit claims to the insurance I have.

  • Initial Complaint

    Date:09/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Silver Lake Psychology offered me an appointment for ****. When I appeared at the remote appointment, the medical professional informed me he did not offer ****. When I contacted Silver Lakte, they apologized for the error and informed me they did not have anyone available to offer EMDR. They also billed me $200 despite not providing any services. This fraudulent bill should be cancelled since no serviced were ever provided and they never had anyone who could provide the service they offered me.

  • Initial Complaint

    Date:08/23/2023

    Type:Billing Issues
    Status:
    Answered
    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 enrolled in Silverlake therapy for some therapy about last year. I started to say therapist named ******* she was a complete joke, and very unprofessional, but it took me so long to get in to see a therapist that I played along, hoping thats stuff or get better but now I know why they had availability because this was a complete scam after she canceled on me three times in a row and a few times before that I got tired of the treatment and I canceled my sessions with her down the line a month later, I received an email from the billing department stating that I owed for canceled sessions that they totally made up in an alpha data and emailed me with these Danes that are not really clear because it says cancellation for late fee so the alpha data is not really clear to begin with and on top of that I enrolled with Silverlake therapy through my medical and I asked them before I started if I was gonna have to pull anything out of pocket. If I did, I wouldve not went forward with the services I said to rest a sure that my insurance is accepted. I have an email them saying that now theyre charging me $550 for cancellation fees what kind of scam is this? Please look into these people and Their billing department they are scabbing lots of people, and theyre doing it very sneaky by charging their credit cards without their acknowledgment. I was a smart one, and they never gave them my credit card because I was paying through my insurance, so why would I have a bill? Please look into the scam artist, so hard-working people like myself dont have to go through this thank you

    Business Response

    Date: 09/24/2023

    Good Morning,
    We would like an opportunity to respond to this complaint. Our internal team has made several attempts to work with and resolve the issues that this patient is claiming. There were several missed appointments with our therapists that were marked as missed sessions and resulted in charges on his account. I worked with him to explain what had happened (that he missed sessions and what our policy is for missed appointments). I did even offer to adjust these off for his experience and his account is at zero. 
    I have offered to work with the client, adjusted his account for missed appointments he had and apologized to him for his poor experience. 

    Customer Answer

    Date: 09/29/2023

     
    Complaint: 20410646

    I am rejecting this response because:

    Sincerely,

    ***************************

    Customer Answer

    Date: 09/29/2023

    Hello Better Business Bureau, thank you for getting back to me at short notice. I wanted to say I was never advised of cancellation being an additional $50 towards. The billing that they already charged for with the insurance company *********** did not show any Data on cancellation fees when I signed up with Silver Lake therapy thats why they waive the fee because they knew I had their paperwork when I signed up through via email does not state anywhere about the $50 cancellation fees I think the therapist took it upon herself to include that data on her own behalf that is not fair to other clients out there. If that was the case, they shouldve billed the insurance company for that charge, knowing that the revenue is coming from the insurance company why would they reach out to the client and try to collect revenue from them direct just didnt make sense to me. I understand that my account is on zero. but if I didnt take action like this, I will have to be stuck with the $550 so thats why Im making a big stink about this so other people like myself hard-working Americans dont have to go through this we have enough to deal with every day and especially trying to get help with the therapy place they made it even worse for myself, so thats why Im going the extra level for the other people dont have to add this extra stress in their life. Thank you for hearing me out. Have a wonderful day.

    Business Response

    Date: 10/07/2023

    The patient was informed of the late fee policy in the intake paperwork. Intake Form of ******* was signed on 8/16/22. Page 2 has the clause for the Cancellation policy.

Silver Lake Psychology Inc. is NOT a BBB Accredited Business.

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