ComplaintsforRecovery Unplugged

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attended Recovery Unplugged in ******, Texas, from November 2023 to December 2023. I paid a total of $4,000 upfront, which covered my entire deductible. I was informed that this payment would be my only financial responsibility.However, I have since received an additional bill from Recovery Unplugged. Despite multiple inquiries, Recovery Unplugged has not provided sufficient proof explaining why I owe this amount. They are now threatening to send me to collections.When I inquired about this bill, I was initially told it was due to my deductible starting over in January 2024, despite being discharged before the new year. I am now being told that the bill is for amounts that insurance did not cover.Recovery Unplugged claimed they explained the additional charges to me prior to enrolling in their program. However, due to system changes, they have lost all pre-recorded conversations and documentation referring to this additional charge.I believe this situation is unethical and possibly illegal. I seek assistance in resolving this matter.Thank you for your help.

  

  Business response

  07/22/2024

  Good afternoon,
  We are regretful that **************** is not satisfied with the financial discussions had with him and his primary payer holder while he was in our care. It is our understanding that ****************** mother (***************************) paid for the 2023 deductible, but **************** was in our care well into 2024 as evidenced by the EOBs they would have received from their insurance company. On or around the middle of December, **************** was made aware of his new financial responsibility due to the new year and upcoming renewing deductible. Due to HIPAA restraints and the rights of ****************, very limited information could be relayed to ************ during her sons stay. Both parties were made aware of the renewing deductible and it was not able to be collected while he was in care which is why he received these bills post-discharge. We are legally and ethically obligated to attempt to collect the deductibles and other patient financial responsibility owed by clients. Since we have tried to collect many times and have not been successful, we decided to stop asking for payment.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I enrolled into the virtual IOP in November 2023 - was discahrged without notice, then called to pay a bill for moving forward into Jan 2024. When I stated that I was discahrged, the billing person was not aware. I later recieved another call claiming I owed the monies for the estimate moving into Jan 2024. But this time they said it was an unpaid balance, I had already paid for the full program and asked them to show proof that I agreed to this additional amount. I was told they changed systems. Therefore they had no phone recordings or anything in writing showing I agreed to this additional charge. The amount has since then increased and still no evidence of me agreeing to this additional charge. They are now threatening to turn me into collections. This is not my bill and they cannot prove that it is. I ask for support in this.

  

  Business response

  07/22/2024

  Good afternoon,
  We regret to hear that ************ had an unsatisfactory experience at Recovery Unplugged. We strive for excellence and truly believe in providing a high quality of care to all our clients. We also understand our duty and the importance in providing as much information as possible up-front and prior to admission regarding a patients financial responsibility. We have since resolved the issue with ************. To ensure ************** personal information being secure, if she has any additional concerns regarding her discharge not being handled appropriately we can point her in the right direction of who to speak with to express those concerns and would be more than happy to discuss those concerns with her. Again, we are truly sorry for ************** dissatisfaction and want to resolve her concerns as best as possible.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 8th 2023 I gave my insurance information to a representative of Recovery Unplugged. They told me that my deductible was already met and that my insurance had approved me to complete an addiction program with Recovery Unplugged in ****** **. So they had me scheduled to get there around January 11th 2023. I was taking a bus so it was approximately. She had me buy the bus ticket $228.00 and I had to take an Uber from my house to the bus station in ******* ** it was approximately $65.00 the bus ride was scheduled to be 26 hours it ended up being a few hours longer. The only food that was available is in the bus stations and 1 gas *************** got 1 sandwich and 3 drinks, and a fruit cup $37.00. The reason I tell you about those cost was because after I had arrived at the facility on January 11th or 12th 2023. They did an intake but because it was late they said the office people wouldn't be in until the 13th or 14th to tell me exactly how long the program was etc. When I finally realized that they never spoke with my insurance company and that I wasn't covered they told me that my insurance would Not cover me at that location! So they had me waste money that I didn't have to waste. I was stabbed on August 6th 2022 and was on life support for about 14 days.i was in the hospital about a month. I still wasn't able to work up to that point. That's money that would never have been spent. Also I wouldn't have been at the Bus Station in ******* where I was robbed/attempted to be robbed. I broke my hand. I have an ER bill from my trip to ****** the bill was around 7k my insurance covered all of it except $789.00. So they lied to me which incurred $1119.00. So I ended back on a bus to ********* where I completed my treatment program. It's crazy to me that a company that charges well over 1k a day for treatment runs their program which is life and death for people suffering from addiction so recklessly. I'd like to be refunded my listed losses

  

  Business response

  04/26/2023

  Hello, *************
  
  Thanks so much for reaching out about this. We regret any inconvenience you may have experienced on your way to treatment. We treat thousands of people per year and our goal is always to provide a seamless and easy transition to care.
  
  Please reach out to us directly so we can discuss your situation in further detail and get it resolved. Feel free to email our Senior VP of Operations at our ********************************* at *************************************************************************************;so we can connect. Thank you so much again for reaching out.

*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. ↩