ComplaintsforAdvanced Behavioral Health Services

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has a rule regarding charges. They are not allowed to charge your card unless the patient gives authorization. I never gave them authorization to make these charges. I have requested a refund on several occasions and asked for the manager to call me and they have not responded. I have been trying to get this corrected since May.

  Business response

  11/02/2023

  Dear Patient, 

  We understand your concern regarding the refund you are requesting. However, after careful review of your situation, we are unable to provide a monetary refund at this time.  

  We would like to assure you that our priority is to provide top-quality ****** care services to all our patients. The fees charged are in accordance with your Authorization of Payment and Credit Card Authorization Agreement signed on 2/15/2022 and on 11/9/2022. 

   

  While we acknowledge your dissatisfaction, we offered alternative solutions to address your concern. When contacted us on 9/11/2023 to reverse the charge and charge it on another card, our billing staff offered to process the refund as a one-time courtesy and replace the charge with a new credit card, however the new credit card information was not provided, therefore the refund was unable to be processed. Subsequently, when the office contacted the patient on 10/30/2023 to offer a solution to the issue,  the patient's mother took over the phone and our staff was treated with offensive words and the phone was disconnected. 

   

  We genuinely value our patient and their wellbeing and strive to ensure their satisfaction. If you have any further questions or if there is anything else, we can assist you please feel free to contact our office. 

   

   

  -- 
  ***********************
  
  ADVANCED BEHAVIORAL HEALTH SERVICES, LLC

  Customer response

  11/02/2023

   
  Complaint: 20806009
  
  I am rejecting this response because: There was never an offer to refund the card. No one ever called me in September, and I was told that there was no resolution to my issue. The billing department and the front desk have done nothing but deflect to each other and no one has provided a solution. The credit card that was charged was not authorized to be charged per the agreement. This has been an on-going issue since May and I have not been back to see the provider since August so why would someone call in September to resolve the issue? Please stop deflecting and refund my $300.     
  
  Sincerely,
  
  ***********************

  Business response

  11/07/2023

  Reg Complaint #********
   
  Dear Patient,
   
  We understand your concern in regards to your charges and fees. Our records show that credit card agreements are signed and permitting us to charge for any balance. We are unable to refund a credit card 6 months post visit. At this moment your account does not have any credit. 
  We have always tried to help our patient and in this case, significant discount was given after we found out that patient had no active insurance. All charges have incurred before each appointment and every time that we have charged the credit card the amount has been communicated. 
   
  We genuinely value our patient and their wellbeing and strive to ensure their satisfaction. If you have any further questions or if there is anything else, we can assist you please feel free to contact our office.
   
   
  -- 
  ***********************
  
  ADVANCED BEHAVIORAL HEALTH SERVICES, LLC

  Customer response

  11/07/2023

   
  Complaint: 20806009
  
  I am rejecting this response because: The billing department had the correct credit card on file. I communicated with both the billing department and the front desk and revoked the other card from being charged. I was charged and no one called to get my authorization. I called after each appointment in May, July and August and I kept getting the response that it was changed, and it was not. This is not a new issue, there are call logs of me calling and speaking to the front desk and billing since May. I called and left several messages for the office manager, and she never called me back. This is your fault that this is now 6 months later because you refused to return my calls and it is sad that I had to file a complaint with an outside agency to get someone to respond to me. You are a mental health office, and this is how you treat your patients? Please do the right thing and refund my $300. 
  
  Sincerely,
  
  ***********************

  Business response

  11/13/2023

  Reg Complaint #********
   
  Dear Patient,
   
  We understand your concern in regards to your charges and fees. Our records show that credit card agreements are signed and permitting us to charge for any balance. We are unable to refund a credit card 6 months post visit. At this moment your account does not have any credit. 
  We have always tried to help our patient and in this case, significant discount was given after we found out that patient had no active insurance. All charges have incurred before each appointment and every time that we have charged the credit card the amount has been communicated. 
   
  We genuinely value our patient and their wellbeing and strive to ensure their satisfaction. If you have any further questions or if there is anything else, we can assist you please feel free to contact our office.
   
   
  -- 
  ***********************

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went for therapy for BPD and help with my marriage. I ended up being my therapist's therapist. We didn't talk about my life situation. We talked primarily about her situation with her dying father and manipulative sister. I would get one question at the beginning of each session asking how I was doing, then she would proceed to tell me her family's problems. She even admitted that she hadn't seen her own therapist for several months. I got no homework, no coping skills, absolutely nothing to improve my life situation. I should have been getting paid for being HER therapist! I just want my money back and to move on with a new therapist that is competent!

  Business response

  10/04/2023

  Dear Patient, 
  Thank you for sharing your feedback in regard to your experience with our provider.  We discussed your remarks with our therapist and understand that during the few sessions spent in therapy together, the provider was engaged in assisting with your immediate concerns.  As you may be aware,  different providers have different approaches and we were made aware from you that you were looking for a different approach. We offered to change to a different provider if you preferred to do so.
  
  For more information on how to schedule an appointment with another provider and charges on your account please feel free to contact us on our phone number. 
  
  -- 
  ***********************

  Customer response

  10/04/2023

   
  Complaint: 20491594
  
  I am rejecting this response because:

  I already have a new therapist. At this point I want to be reimbursed for at least half if the *********** amount that I have paid. 
  
  Sincerely,
  
  *********************

  Business response

  10/19/2023

  Dear Patient, 

  We understand your concern regarding the refund you are requesting. However, after careful review of your situation, we are unable to provide a monetary refund at this time.  

  We would like to assure you that our priority is to provide top-quality ****** care services to all our patients. The fees charged are in accordance with our insurances and agreement we have as a practice. Refunding copays, coins and accepting partial payments only from insurance and none by the patient will result in contract breaching.

  While we acknowledge your dissatisfaction, we did offer alternative solutions to address your concern. 

   

  We genuinely value our patient and their wellbeing and strive to ensure their satisfaction. If you have any further questions or if there is anything else, we can assist you please feel free to contact our office. 

   

  Customer response

  10/19/2023

   
  Complaint: 20491594
  
  I am rejecting this response because: I had out of pocket coasts that could easily be refunded. After weeks of having my issues ignored and finding out so much of my "therapist's" personal information I'm still feeling stressed and triggered because of it. I can't stress enough my deep disappointment with this business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The issue is the outsource billing **mpany. For the last month I have been calling them to asked about the charges they billed me as my ** pay for the ******* of my daughter . They cannot explained it , I asked to talk to the supervisor but nobody call me back. Finally last Friday, I talked to the staff and she explained that the previous charges was cleared since the insurance settled it. But the new bill of 65 dollars was the ******* of ***** 17 and 26 which I told them I already paid. And she said again that the payment was applied to previous *******. I am so frustrated that they cannot give me an accurate answer . Once I settled my ac**unt and verified with them if my ac**unt is up to date, a new charge show up. It is so frustrating. Please help me.

  Business response

  06/07/2023

  Hello,

  Thank you for bringing this to our attention. In order to assist you better we will need to know specific information regarding your claim, including patient name and date of birth as well as a contact phone for the patient or legal guardian.

  Please submit this information to ********************************** and we will be happy to assist and resolve your questions.

   

  Best regards,

  Management team
  

  Customer response

  06/08/2023

   
  Complaint: 20148197
  
  I am rejecting this response because: I have been calling the outsource billing company,to give me print out of the dates of the service for my daughter.  If they really want to help, the business manager can contact me directly through my email. My daughter is a minor, so I will not be giving it out readily. And I've had enough dealing with people from this business other than the business manager since every person that I have talked to just gives me a run around. Anything less will not resolve this complaint. Thank you.
  
  Sincerely,
  
  Sweet Yee                                        

  Business response

  10/19/2023

  Dear Patient, 

  We understand your concern in regarding to your child's fees and billing. You have contacted us in May and we were able to help you. We have contacted you in June and all billing questions were answered. 

  We still called in October to make sure that you have no further questions but the phone provided goes to voice mail and the voice mail is not set up. We have our billing department and our staff on site willing to help you if you have more questions. 

   

  We genuinely value our patient and their wellbeing and strive to ensure their satisfaction. If you have any further questions or if there is anything else, we can assist you please feel free to contact our office. 

*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. ↩