Complaints

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

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Elite DNA Behavioral Health has 12 locations, listed below.

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  Elite DNA Behavioral Health

  4310 Metro Parkway Suite 205 Fort Myers, FL 33916

• 

  Elite DNA Behavioral Health

  2721 Del Prado Blvd S #200 Cape Coral, FL 33904-5783

• 

  Elite DNA Behavioral Health

  228 Plaza Dr, Ste D Lehigh Acres, FL 33936

• 

  Elite DNA Behavioral Health

  2230 Venetian Ct, Ste 1 Naples, FL 34109

• 

  Elite DNA Behavioral Health

  3191 Harbor Blvd, Ste A&B Port Charlotte, FL 33952

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:04/15/2024

  Type:Product 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 received a call from the main occee office about 3 no shows which I stated I never had no knowledge of it and u was told by a manager that I would have 90 days suspension so I asked to speak to a individual who stated they will look into and give a call no individual did and this has been overdue 1 week ! Very unprofessional especially since I have been in a wreck 3 months ago ! So yes Im still healing consideration is obviously not within there standards!

• Initial Complaint

  Date:03/19/2024

  Type:Order 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.

  Was providing my daughter a prescription. We had to cancel an appointment and they would not refill Rx for more than one week - but rescheduled appointment was two weeks off.Then they refused to write the Rx in the meantime. Nurse was out and there was no backup. NO BACKUP?SERIOUSLY?

• Initial Complaint

  Date:02/08/2024

  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.

  This company has their therapists engaging in an unethical dual role. They have therapists acting as bill collectors and refused to start my child's session until provided a copay, even when this was an office error where they failed to send me a billing statement. I was on hold for nearly ********************************************************************************************************* this process, he continued to refuse to provide services to my child. After much frustration and when the bill was finally paid, he canceled my child's session and I was still charged for it. The therapist then sent corrective and harassing emails, threatening my child with discharge while entirely missing the point that my concern was not with paying but with the therapist having anything to do with the collection of copays. In 20 years of working in mental health, I have never heard of such a practice. This was evidence to me that this company prioritizes payment over patients and I have discontinued services for my daughter with them. They should really reevaluate having their therapists collect copayments when they should be focused on their actual job of providing mental health care and building healthy therapeutic relationships with their clients.

• Initial Complaint

  Date:01/12/2024

  Type:Billing 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.

  This company has erroneously tried charging me a $40.00 no show fee and recently sent a letter stating the bill might go to collections. I made a new patient appointment for October 23rd, 2023 through Elite DNAs virtual chat box online. I noted that I'd be paying out-of-pocket and that I only needed a refill/medication management for Adderall since I had just moved from *********. I reached out on a Friday evening for an open slot that Monday. While I was reading the intake paperwork Monday morning, it stated a ~$275 charge for the initial appointment with a "care coordinator and then an additional ~$180 follow-up appointment to see a NP/psychiatrist. A total of $450 to discuss getting a medication filled that I've been on since high school. It stated thered be no medication provided during the first appointment and Id be required to have a (~$180) follow-up appointment every month, more follow-up appointments than any practice Ive been to (most offices will see you every 3 months if theres no change in your care).I stopped signing the paperwork and notified them at that time that I would like to cancel my appointment. They marked me as a no show despite giving them notice (although not 24 hours beforehand) and explaining why I was canceling. Legally, I never consented to financial liability for any payments/fees since I never even finished or signed the intake paperwork. I am not a patient of this practice. I have tried to get the balance removed by calling the office and writing a letter to their headquarters with no luck. My third to fourth notice was received today, on January 10th, ****. I would like them to provide documentation that I agreed to such charges or to remove my balance. My account number is #************.

  Business Response

  Date: 01/12/2024

  Good Afternoon, 

  I have reviewed the complaint, but I cannot confirm or deny having taken any action here due to HIPAA concerns. Complainant may call me at ************** to follow up on this. 

  *************;

• Initial Complaint

  Date:01/08/2024

  Type:Billing 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.

  Upon making an initial appointment I was advised I was not responsible for a copay due to the type of appointment being an intake. Upon my arrival for my appointment on October 9. 2023, I was asked to pay twenty dollars for a copay. I then explained my being told there was no copay. The receptionist advised me the charged will be waived. The person conducting the intake had no name tag and was not a Psychiatrist, which is the type of doctor I was supposed to see. She advised she was able to diagnose and prescribe medication. I consulted with her and the appointment was over. Shortly after I received a bill for my copay. After being told twice I didn't have to pay a copay I decided it must be an oversight and paid it considering my insurance paid almost ****** to my recollection. Prior to my intake for psychologist I attempted to reschedule my appointment due to not being able to pay my copay at the time and was told I have no copay charge since it was an intake. I kept the appointment. I have received several notices to pay a copay which I thought I already paid as I thought it was attributed to my first Psychiatrist appointment. After calling Elite DNA billing around January 5 **** I learned the copay was for the second intake occurring on October 18th 2023 (claim #*******). I explained I have been advised I had no responsible copay for this visit and the billing representative told me there were no notes in my file about that but she would ask and we agreed she would email me. I received an email later that evening with a bill for the copay and no other explanation of the decision. I have found no relief as a result of their service and have not been given the opportunity, in my opinion, to receive much needed therapy in a timely manner resulting in unnecessary suffering. My insurance has paid their office over eleven-hundred dollars to my understanding.

  Business Response

  Date: 01/08/2024

  While I cannot confirm or deny the status of a patient or claim in a public forum, I will say that if you have any remaining concerns, I can be reached at **************. 

  Thanks, 

  **************************;

  Legal and Compliance Counsel 

• Initial Complaint

  Date:01/08/2024

  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.

  Was given a controlled substance. Illegally. Then got rid of me to try and cover it up

  Business Response

  Date: 01/08/2024

  While I cannot confirm or deny the status or non status of a patient, I encourage the customer to call our compliance hotline to discuss this issue. The issue cannot be evaluated based on the limited nature of the description of the issue. I can be reached at **************.

  Thanks, 

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

  Legal and Compliance Counsel

• Initial Complaint

  Date:12/29/2023

  Type:Billing 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 son had an appt with a nurse practitioner and I was told it was a 1 hr initial visit. They charged my insurance for TWO 1 hr visits. They didn't provide therapy at all. I want that removed from my bill. Also just a side notation that they charged $414 for the initial appt which is almost 3 times what other APRNs charge for the same exact visit, verified through my insurance portal. They also didn't provide me with an estimated copay at the time of the visit. I was completely unaware of the charge amount. All insurances have a contracted rate and all Drs have a set amount they charge for a specific visit type. When I called about that they said I was supposed to call my insurance first and figure that out. What they don't understand is an insurance company can't tell anyone that unless they have a proper billing code and I didn't know the code prior to the visit ** I don't work there. I'm a pediatric APRN and I'm well aware of how this process works. This place is a scam!

  Business Response

  Date: 12/29/2023

  I promptly called the complainant this morning and left a voice mail. While we cannot confirm or deny the patient or non patient status of any person on a public forum due to HIPAA considerations, I am happy to talk with the complainant to address any issue, I can be reached at **************. 

  *************;

  Customer Answer

  Date: 01/19/2024

  My son had an appt with a nurse practitioner and I was told it was a 1 hr initial visit. They charged my insurance for TWO 1 hr visits. They didn't provide therapy at all. I want that removed from my bill. Also just a side notation that they charged $414 for the initial appt which is almost 3 times what other APRNs charge for the same exact visit, verified through my insurance portal. The therapy charge was $216.48, which as you can see says it's a ***** min appt. They also didn't provide me with an estimated copay at the time of the visit. I was completely unaware of the charge amount. All insurances have a contracted rate and all Drs have a set amount they charge for a specific visit type. When I called about that they said I was supposed to call my insurance first and figure that out. What they don't understand is an insurance company can't tell anyone that unless they have a proper billing code and I didn't know the code prior to the visit bc I don't work there. I'm a pediatric APRN and I'm well aware of how this process works. This place is a scam! *Edit* I haven't had anything resolved and the BBB closed my complaint so I am refiling the complaint. I missed the deadline to reply.

  Business Response

  Date: 01/25/2024

  you can call and ask to speak with compliance or our billing department for further assistance. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21068657
  
  I am rejecting this response because: I already called billing and *************************** up on me and never called me back. Also ******** already said he wouldn't adjust my bill. No one cares and they just want their money. They can either take off the therapy charge, for which we received no therapy or I will call the local news team and inform them of this company's unethical billing. There are plenty of other people who've complained about the same issue on here and ****** reviews. The choice is yours. 

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/31/2024

  i have responded to this complaint in the past and asked that the complainant call and ask to speak to billing or compliance. often time, higher than expected prices are attributable to the type of insurance plan one has. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21068657
  
  I am rejecting this response because:
  

  I already called billing and got hung up on and told the same lie from ********* that you did in your response. There is a contracted rate of what they will pay based on specific CPT codes, ICD 10 codes etc. The medical practice can charge whatever they want. Stop LYING!!! Your company only cares about money. Plain and simple. You already texted me 9 times about paying my bill, a paper bill and multiple emails since mid Dec. I also have you know that your APRN doesn't even know the side effects of a med and upped it, making my son even more tired/falling asleep at school. You think you can play mental gymnastics with me but unfortunately for you I work in the medical business and I know all about ins, billing etc. You don't care about what I have to say and there is no point calling you back. You will never remove the therapy charge bc I know how people like you operate. You should be ashamed of yourself for ripping people off. Thanks for wasting my time. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/22/2023

  Type:Billing 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 have been a patient with Elite DNA for a couple of months. I had an urgent matter where I had to go out of town and inadvertently missed an appointment. One appointment, despite me never missing one. They have been charging me $40 for the missed appointment. I have contacted them several times requesting it to be waived as a courtesy. Additionally, they wont set me up on another appointment for therapy until its paid. I wanted to continue my therapymy mental health is not a priority there; therefore, I have to find a new therapist elsewhere. I feel that as a one time courtesy they could have waived it. I left a negative review on their ****** page and I was requested to call themwhat was the point? They still declined to offer a courtesy waive of the $40 fee.

  Business Response

  Date: 11/30/2023

  While HIPAA laws prevent us from discussing whether someone is a patient or not, we encourage anyone who as an issue with communication at our business to call our compliance department at **************.

  Our policy is to charge a $40 fee in the event that an appointment is cancelled within 24 hours or if the patient does not show up at all. If you believe we failed to follow our internal policy, I would be happy to discuss that with you. 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20900121
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/16/2023

  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.

  Began seeing ************************* for medication management due to being on the same medication for years. She started me on an SSRI and I took it for 30 days while weaning off my previous medications. I was scheduled for a 30 day follow up via Zoom to discuss. I had been having adverse reactions and was looking forward to discussing at this appointment. After waiting 30 minutes on Zoom I called her office only to hear it was cancelled. She was out sick. They said they called and left me a voicemail. I had no such message. I told the office I needed a call back as I was having an allergic reaction. I was told that to stop taking the medicine, needed to be seen right away and given an appointment for 3 weeks from now. I was given no follow up - this behavior is in my opinion unethical. Several emails, portal messages and phone messages have all gone unanswered.

  Business Response

  Date: 11/30/2023

  I made two attempts to call the complainant back via phone. While HIPAA laws prevent us from discussing whether someone is a patient or not, we encourage anyone who as an issue with communication at our business to call our compliance department at **************.

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20873747
  
  I am rejecting this response because: Your attempt to contact me with HIPPA complaint messages are lame. I had no missed calls or voicemail messages from you. 
  

  Beginning a patient on a 30 day supply of a controlled substance with no follow up instruction is reckless! This violates the

  Hippocratic Oath to do no harm. I was ill for 5 days before getting help from a kind compassionate caregiver. 
  I am not looking for a resolution, I merely wish to file a formal complaint so that nobody else will have to go through what I have experienced with this facility. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/05/2023

  If you are not looking for a phone call and only to file a complaint, then I can not help you through the BBB. If you would like to talk to the provider that you mentioned, we can get you in touch with her. If you do not wish to speak with her, I do not believe any further action can be completed here. 

• Initial Complaint

  Date:10/27/2023

  Type:Billing 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.

  They were listed on my insurance as a provider for adolescent therapy so I called and was told the first available appointment was a month and a half away. They sent us a very lengthy questionnaire which we filled out and sent in ahead of time. We finally go in, and it's not a therapy session, it's just an intake questionnaire appointment - ALL THE SAME questions we already answered. So we wasted half a day off school for nothing.Anyway at the end of the appointment we were told "someone" would call us to set up therapy. 3 weeks later nobody had contacted us, so I contacted them and was told they do NOT have any therapists for teens in *********** and her only option would be to drive to ************ or do a Zoom session, which my daughter said she did not want to do. So they provided no services, then had the nerve to send my insurance a bill for $584.63. This is FRAUD. They knew ahead of time they had no therapists in my city. I called the number on the invoice to dispute that any services had been provided, but they said they were charging us for the intake appointment anyway.

  Business Response

  Date: 11/30/2023

  While HIPAA laws prevent us from discussing whether someone is a patient or not, we encourage anyone who believes there to be a compliance related issue to call our compliance department at **************.