ComplaintsforCyti Psychological

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am currently enlisting in the US military, I was asked by them for documents showing that I have been serviced at Cyti Psychological. However I have never been seen there so I had to get an official letter stating so. I called the number and gave this information to them, and it took one month to get a statement BY EMAIL from the chief operating officer **************************** I then asked him by email if it would be possible for him to make it a more official document because the military will not take it by email. He responded the next day and said ********* tuned. Since then it has been over a month from when he last communicated with me. I have emailed him multiple times asking for a status update, and called the office and no one seem to be able to give me a response. I have also had my military recruiter email him, and he also did not respond to him. Cyti Psychological has made it very difficult to get anything done, and the lack of communication is very unprofessional.

  

  Business response

  08/01/2023

  Thank you for bringing this matter to our attention. Cyti Psychological was founded to bring mental health therapy to anyone, anytime, anywhere.
  
  Here, as admitted by the complainant, he is not and never has been a client of Cyti. The complainant wanted information stating this and even though **** had no connection or duty to this individual, **** produced a document stating that the complainant was never a client within days of the individuals request. The complainant requested the document stating he was never a client in another format which **** also provided, although less timely. Again, as admitted by the complainant, he was never a client of **** and **** had no duty, obligation or otherwise to him. Despite that, **** did what it could to help this individual.
  
  At Cyti, we are dedicated to the success of the thousands of clients we have provided services. Cyti is proud of its service to its clients and always willing to help out others although its focus will always be upmost to the clients it serves.

  Customer response

  08/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a cancellation fee for an appointment that my son was too ill to make, but I showed up, spent 30 minutes speaking to the therapist, ******************* and she charged us anyway. ******************* also asked if my son, who is a minor child, was aware of the cancellation fee. Completely inappropriate!! In trying to get it corrected, the "manager" Essence told us we wouldn't be charged. We got charged. I called the Office and someone named ****** laughed at me, then her "Manager" got on the phone, was incredibly rude and verbally combative. We were stood up by another counselor on Saturday October 29th. They told us we could still come in so they could charge our insurance for the full hour. When I explained that is insurance fraud, the "manager's response was, "well it doesn't come out of your pocket, so it's ok". They are terrible!! I will be calling ****** ***************** Services to have then removed as a vendor!

  

  Business response

  11/10/2022

  Good morning,
  
  Thank you for bringing this matter to our attention. Cyti Psychological was founded to bring mental health therapy to anyone, anytime, anywhere and is proud of the thousands of clients that we serve and successfully serve every week. Unfortunately, it is very seldom in which unique billing situations arise, or situations that leave a therapist in a state of ambiguity of whether to charge a client or not(e.g. when their clients leave in the middle of their appointment). Although nearly 100% of the time Cyti bills the appointment correctly, the situation described below was unfortunately not.  To ensure this was resolved immediately, Cyti issued a full refund within a week, and educated our staff around the importance of review, and adherence to our golden standards. To make certain this is met, when our clients call Cyti, all telephone calls are recorded for training purposes to confirm they receive the best customer service and support; and that they are provided with accurate information that aligns with ****'s policy. The telephone calls in question have been reviewed and resolved by management to ensure our core values are implemented.  It is in our nature to protect and safeguard all of our clients and to resolve all matters efficiently and effectively so that it does not impact our clients.
  
  Please do not hesitate to reach out for any questions or concerns.
  
  Thank you,

  *****

  ***************************
  Chief Operating Officer
  Cyti Corp

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Citi was a referral by my health insurance company. I received a call to set up an appointment. I tentatively set up for last week and received documents to fill out on line in order to continue with set appointment. After reviewing the required documents, I noticed they wanted a copy of my drivers license and a credit card to cover No SHOW appointments if any at a cost of $118.00 (INSANE). I immediately called CITI and advised the rep I was uncomfortable providing my drivers licensed and CC, she said it is their policy and if I didn't provide said drivers license and CC, the appointment would be auto cancelled. I advised her that I signed their agreement and she said that doesn't matter, if we don't have DL and CC on file, the appointment will be auto cancelled. I didn't provide said information before the appointment date. I received a alert on the appointment date that said therapist was waiting for our appointment. I called again and was told same information, appointment should have been cancelled. I then received a bill for No SHOW $118.00 and I have called 5 times, no one can provide me answers and the owner/billing manager is simply too occupied to return my call and resolve this matter. I owe them ZERO. I have left reviews on many platforms alerting people this is how they do business. Getting billing to resolve anything is nearly impossible, customer service reps no nothing about billing, 90% of the time, no one even answers the billing phone. I am so frustrated and have voiced my frustration and provided the owner a chance to call me back to resolve before I took this type of action, she chose to ignore the issue. Beware of this company and their billing practices. Read all reviews. The customer service reps will provide false misleading information, at least they did with me.

  

  Business response

  12/20/2022

  Thank you for bringing this matter to our attention. Cyti Psychological was founded to bring mental health therapy to anyone, anytime, anywhere. Like most professional service organizations, Cyti has a 24-hour cancelation policy because if the session is not canceled with at least 24-hour notice, **** is not able to fill that therapy session with the many clients that are seeking service. Cyti clients receive the No Show/Late Cancelation policy when they first schedule an appointment and are required to acknowledge it. Moreover, Cyti clients receive a copy of that policy each subsequent visit and are further required to acknowledge that.

   

  In addition to providing the No Show/Late Cancelation policy and requiring clients to acknowledge it, **** also remind clients of their appointments via text message at the time they make the appointment, one week before the appointment, 24-hours before the appointment, and 1-hour before the appointment. As a part of these text messages, Cyti reminds clients that a No Show/Late Cancelation fee may apply if the appointment is not rescheduled at least 24-hours in advance.

   

  Here, in addition to providing the client the policy as well as the text reminders, the client success team even had a further discussion with the client regarding the policy. However, even despite explaining the policy on the phone as well as all of the other reminders, the client unfortunately failed to reschedule a session more than 24-hours in advance and was charged a late fee.

   

  After listing to the calls from the client, a miscommunication seems to have occurred when the client was told that the appointment would be auto canceled they assumed that the fee would not apply, however, what was met is that if it was not cancel more than 24-hours in advance the fee would be applied and the appointment would be canceled.  Because of the potential for miscommunication we waived the fee, the client never paid anything, and the balance is zero.

   

  At Cyti, we are dedicated to the success of the thousands of clients we have provided services. Because we all lead busy lives, we provide clients multiple reminders in the communication format that they prefer. We understand that sometimes clients cannot attend and pursuant to our no show/late cancel policy, Cyti reserves the right to charge the client a fee. Thankfully, very few clients miss their appointments because of our communication with clients and dedication to their success.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time this has occurred with the same person.My complaint has to do with rude employees that make a difficult process even worse. I could not make my Therapy session due to an emergency. I received the reminder for my appointment 24hrs before and called right away to postpone the session and for someone that needs that time slot to utilize it. I was told by "essense" that i was still subject to fees due to the fact i was calling after the 24 hr period. I told her that was incorrect and that i had called on time, even my therapist was sympathetic to such issues. She stated that's an arrangement between my therapist and I. I would still have to pay. This employee is the type that injects themselves and attitude as if it was their own business, she is condescending and should not be allowed to work in with patients that suffer from various mental disorders. She is truly unsympathetic and crude. I went ahead and kept the appointment that someone else could have utilized. I will connect with my therapist and be there for about 10 minutes and then close the session. My therapist will have lost her time and someone in need will have missed a chance. The therapy system is set to help and not just profit and see us as a number like "Essence" does. Further more, i went and complained with the business and to my surprise is "essence" the one in charge of customer support. The biggest oxymoron ever. This is my second dealing with this creature and hopefully my last. I do not trust for her to pass a complaint that involves her and i refuse to deal with this business until something is done.

  

  Business response

  10/19/2022

  Thank you for bringing this matter to our attention. Cyti Psychological was founded to bring mental health therapy to anyone, anytime, anywhere. Like most professional service organizations, Cyti has a 24-hour cancelation policy because if the session is not canceled with at least 24-hour notice, **** is not able to fill that therapy session with the many clients that are seeking mental health service. Cyti clients receive the No Show/Late Cancelation policy when they first schedule an appointment and are required to acknowledge it via electronic signature. Moreover, Cyti clients receive a copy of that policy each subsequent visit and are further required to acknowledge that.

   

  In addition to providing the No Show/Late Cancelation policy and requiring clients to acknowledge it, **** also remind clients of their appointments via text message at the time they make the appointment, one week before the appointment, 24-hours before the appointment, and 1-hour before the appointment. As a part of these text messages, Cyti reminds clients that a No Show/Late Cancelation fee may apply if the appointment is not rescheduled at least 24-hours in advance.

   

  Here, in addition to providing the client the policy as well as the text reminders, the client success team even had a further discussion with the client regarding the policy. However, even despite explaining the policy on the phone as well as all the other reminders, the client unfortunately failed to reschedule a session more than 24-hours in advance and was charged a late fee.

   

  At Cyti, we are dedicated to the success of the thousands of clients we have provided services. Because we all lead busy lives, we provide clients multiple reminders in the communication format that they prefer. We understand that sometimes clients cannot attend and pursuant to our no show/late cancel policy, Cyti reserves the right to charge the client a fee. Thankfully, very few clients miss their appointments because of our communication with clients and dedication to their success.

   

   

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

  Chief Operating Officer

  Cyti Corp
  
  ************** 

  ***********************
  http://www.CytiClinics.com

   

  Customer response

  10/24/2022

  again this places blame on the client. He is using general terms to avoid the fact they have rude employees working for them.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2021 we were called by ****** Permanente letting us know that they had just teamed up with a new company - Cyti Psychology - and that if we chose for our son to have therapy there, they were offering the first 26 sessions free, followed by only our co-pay. It was an offer which we couldn't pass up so we moved from the therapist he had been seeing, for therapy there. Our son had 7 sessions with a wonderful therapist (weekly starting on January 20th and ending on March 3rd) when we received a **** for $858.10. I have contacted both Cyti Psychological (spoke to ****** ****** and ****** Psychiatry (spoke to Maiya ******. ****** acknowledged that there were others who had called her with the same problem. Maiya acknowledged that indeed she remembers them offering that towards the end of 2021 but this issue has not been resolved. Publicly Cyti Psychological mentioned they would look into the issue and for me to reach out to them but when I did by both means they mentioned (e-mail and text) I didn't get any response.

  

  Business response

  05/27/2022

  Thank you for bringing this matter to our attention. Cyti Psychological was founded to bring mental health therapy to anyone, anytime, anywhere. Cyti has contracts with several insurance companies including ******.  Like any provider and insurance company contract, the insurance company sets the rates including co-pays, co-insurance, and deductibles. As a part of that contract between the health provider and the insurance company, the health provider has no ability to negotiate rates with the client different than their health insurance plan and the health insurance company process all claims and makes all decisions regarding the applicability of health insurance coverage to any treatment.

   

  Typically, the client has two agreements. The first agreement is with their health insurance company where the clients agree to pay money and the insurance company agrees to provide them their health insurance benefits as defined by their health insurance plan. And second, the client has an agreement with the health care provider to pay any remaining cost that was not covered under their health insurance plan.  It is the patients responsibility to understand their insurance benefits and the applicability of their insurance to the health providers rates.  Health providers deliver clients estimated costs, however, these are only estimates because only the insurance company may process the claims based off of the clients insurance plan.

   

  Here, ****** generously and unilaterally agreed to pay for the co-pays and co-insurance on a special program due to COVID.  

  Any issue, questions, or complaints regarding insurance coverage and applicability of a waiver should be brought directly to ****** because as stated above only ****** can make determinations of coverage, applicability of this waiver, as well as any other issues regarding coverage. Cyti simply complies with Kaisers stated coverage as provided by ******.  During any customer call regarding billing questions, Cyti provides this explanation to clients with questions regarding insurance coverage and is happy to work with the client to make sure that the health insurance company properly processes claims. 

   

   

  Thank you,

  *****

*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. ↩