ComplaintsforCounseling Speaks PLLC

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HI - This counseling office has fraudulently been charging my HSA account. They have charged a total of *******, and charging for appointments which we did not have and are continuing to charge my account even though we have not been there. I have been calling them since before Christmas trying to get this issue resolved and I have been given the run around for weeks. Not returning calls and emails. They are also submitting the insurance claims to insurance companies - I am suspecting insurance fraud This is a therapy center counselling everyone from children to the elderly and I am a concerned that they are doing this to other patients as well. Taking advantage of people in a critical state.

  Business response

  02/23/2023

   Dear BBB, 
  Please see all attachments and communication with this woman who accused our staff of things that are NOT true or accurate. After final explanations we needed to send the last email as follows: ( Below you will see the explanation and attached are all her documents that she signed and agreed to). We are not sure what she is trying to do; however, we will seek legal support for these kinds of accusations. They are not sure and we have proof that she is actively lying about her review. 
  
  Hello ***, 
  We provided you with everything you requested and clarified in detail what you were confused about. After speaking with our attorney and your recent false accusations about all of our clinicians and practice staff, we ask that you no longer contact us and we wish you and your sons all the very best. 
  All the sessions that were charged were accounted for and clearly documented. As mentioned to you, we did not submit anything to your insurance. You signed all the paperwork and you are responsible for all the charges. 
  Due to your belligerent behavior, name calling and unethical business accusations that are unacceptable, you are no longer welcomed at this practice. 
  *****, **** and ***** were all informed and we will also need to inform your other therapist Maor, that you initially accused him of lying for the 4 sessions that he accounted for. If you continue to harass us, call our staff names, accuse us of fraud and anything else that will be damaging to our staff and business, we will take further legal action per our attorney. 
  Effective Immediately,  Wednesday, February 22nd.2023 We ask that you no longer contact us,  Libelous statements were written, while slanderous statements were spoken. You have engaged in both, breaking the law and making false accusations when all we asked for was your patience due to an employee who was sick. 
  Thank you 
  Front desk and finance ***** support 
  LAST EMAIL EXPLAINING EVERYTHING SHE WAS CHARGED FOR AND SHE WAS PROVIDED STATEMENTS. 
  Hi ***,
  I understand that you are frustrated, let me explain to you what you agreed to when you signed the Consent for Services. Believe me when I tell you that everything we do here is ethical and to provide the best quality of care. 
  
  
  CJ ( ********** ) ******* had sessions with on
  12/21/2022 with ****, virtual session code ***** ( and this was $250 )
  12/22/2022 with *****, in person session code ***** ( also $250 )
  01/04/2023 with *****, in person session code ***** ( this one was $185 )
  The subtotal here for $685 and there is a portal processing fee which is in the paperwork that you signed. The total amount is $709.66.
  
  
  
  
  ***** *********** had 4 sessions with Maor on
  12/22/2022 code: ***** $250
  12/27/2022 code: ***** $250
  01/03/2023 code: ***** $185
  01/07/2023 code: ***** $185 ( the price difference is due to him already having 2 intakes the month before. 
  This total is $870 and there is a portal processing fee which is in the paperwork that you signed. 
  The total amount is $901.32.
  
  
  The Total Amount for Both is $1,610.98.
  $901.32 + $709.66 = $1,610.98
  
  
  You were charged on 12/22/2022 $259.00 with card ending 5656
  You were charged on 01/11/2023 $642.32 with card ending 5656
  You were charged on 01/07/2023 $709.66 with card ending 5656
  You were charged on 01/24/2023 $150.00 with card ending 5656 
  You were charged on 02/04/2023 $36.26 with card ending 5656
  The reason for this charge was because we couldn't charge the full amount of $185 due to an insufficient amount/declined credit card.
  
  
  The total amount for all these charges equal $1,797.24
  $1,797.24 - $1,610.98 = $186.26
  
  
  Today, we refunded your account $185.00 which will reflect on your bank account within the next 3 to 5 business days. I am also refunding you right now $1.26.
  
  
  Based on my records and based on the charges, and based on the treatment that your children received, and based on your signature that signed the Consent for Services...
  everything that we did/do was ethical with integrity and professionalism. Additionally, based on what I can see on my records ***** was able to secure sessions for you within a week if not soon. While we understand that due to medical reasons and staff being sick, the holidays, people traveling and the pandemic, we apologize we couldn't move faster than we wanted to. 
  
  
  Let me know when that credit shows up on your account because we don't want to charge additionally for any disputes and please know that ********************, *****, and Maor genuinely provide you with the best clinical care. 
  
  
  
  
  - ******
  Office Support/ Account & Billing
  
  
  
  
  FEES AND PAYMENT FOR SERVICES
  
  Payment is due at the time of your appointment. Cash and checks are acceptable forms of payment.A  credit or debit card is required to be kept on file. The card will be charged upon services rendered unless other arrangements have been made.
  
  The standard fee for services is $185 per 45-53-minute individual, couple or family session (on the phone or in the office). Services may be offered at reduced fees based on total household income. (Note: If you'd like to request a reduced fee for services, please request and complete the Sliding ****************************** standard fee for the initial evaluation is $250 per 53-minute session.
  A fee of $30 will be assessed for a returned check and future payments must be made in cash. Cancellations require 24-hour notice prior to the time of the appointment. You will be charged the full agreed upon fee ($250 for initial assessments/$185 for session) for canceling appointments with less than 24-hour notice or for missing appointments without prior notice. This fee is NOT covered by insurance and will be billed directly to the client.
  Counseling speaks requires all clients to leave a debit and/or credit card on file.
  This card will be billed upon services rendered, unless other arrangements have been
  made. There will be a 2.6%-3.6% processing fee passed onto the client for credit/debit card payments. I understand that many portions of payment (e.g., co-pay, co-insurance, full pay, etc.) will be charged to my payment card on file upon services rendered unless I decide to pay via cash or check or have made other arrangements. Counseling Speaks will charge the $185 missed appointment/late cancellation fee to the card on file in accordance with such instances.
  
  The initial intake session(s) will be dedicated to understanding the client's background and current situation, assessing for immediate risks, evaluating readiness for requested therapy, providing referrals if needed, and establishing treatment goals. There may be no therapeutic counseling or intervention during the initial intake session.
  
  Phone calls in excess of 15 minutes will be billed to the client's account in accordance with the standard session fee ($50 per 15 minutes). This fee is NOT covered by insurance and will be billed directly to the client.
  
  Treatment may be interrupted or terminated after three (3) unpaid no shows, due to three (3) consecutive cancellations, or after unresolved debt of three (3) or more sessions.
  
  Accounts become delinquent after thirty (30) days. Accounts ninety (90) days in arrears will be terminated. At this point Counseling Speaks reserves the right to enlist a collection agency to facilitate collection of monies owed.
  
  
  Please let us know if you need anything else and email ****************************** and cc ******************************* if you need more proof. 
  Thank you 
  
  
  

  Customer response

  02/24/2023

   
  Complaint: 19419306
  
  I am rejecting this response because:

   

  We were still over charged for our appointments. We did have meetings with the counselors and never said we did not. We were charged for multiple intake sessions at $250 which we did not agree too. At the time of service we agree'd to one intake session and then normal session. According to the company website (that has now been updated - original website screenshot attached) our fees according to the providers licensing should be as reflected below. I also received many emails saying that we had appointments with other providers at the location which we did not and were not scheduled by us. 

  I started calling and asking for a copy of our invoice on December 26th. I would not get a response back (phone or by email) until I threatened to wrote this review. At one point I even asked if I could change my card on file that too went ignored. 
  

  We are only wanting a refund of what is due to us (******) by the over charges. Please see all my communications trying to reach someone at the site with zero response. I also researched and was able to pull similar reviews from other in regards to billing and the site in which they came from. Too many people out there have had the same experience to not have my claims true. 
  

  REVIEWS

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

  Great counseling! Terribly run business. Took weeks for them to bill insurance and months to get invoices for services so I could submit for my flex spending account.
  

  My therapists were great, this business on the other hand is terrible. Unprofessional is the kindest thing I can say. My therapists left the practice, they were not notifying their patients. I was told on 2 different occasions with minutes before my weekly session, my therapist would be leaving. After complaining about how this was handled I received several harassing phone calls from "new" therapists demanding to know if I complained to my Members Assistance program. Phone calls begging for me to schedule a session with a brand new therapist after abrupt interruptions w previous ones. I have never in my life experienced anything close to this in any type of profession. 3 way phone calls that sounded like playground "mean girl" squabbles. I kid you not. People calling from cars, smacking gum while speaking to clients. I'm still in disbelief .
  

  I just today, months later received another call which I didn't answer not knowing the number, sure enough it's them. I'm afraid! Really! Beware is all I can say. Don't subject yourself to unethical abuse, if you are already dealing with heavy stuff

  This review is about the office staff not my therapist. The office staff is so wildly incompetent it's actually amazing. I've had more than a few interactions with them that have actually left me speechless. The first, I was in semi crisis and had my boyfriend call to schedule an appointment. He told them the situation. They decided that at 9:30pm they were going to call him, and then me, with him still on the line, and attempt a surprise therapy session. He said they did tell me he was on the line, but how wildly inappropriate to have someone else on the line. that should have been my signal to not work with them but i was desperate. The next instance was a couple months later. I received a call from them which i missed as i was at work. i then immediately received a text saying "Urgent. please call back" followed by another call while i wad reading the message. thinking it was actually urgent i picked up. she told me she needed billing information. Billing is not urgent. I informed her i was at work and would call back later. she told me she could just call my boyfriend (he is my emergency contact). i told her she may NOT call him, i would call her back later. I texted my boyfriend because i knew they would still call. and they did and he told them to wait for me to call. It actually blows my mind they were told explicitly to not call and they did. ive attached images of our last communication and its no better. They took over 48 hours to respond to my first email and I had to email them again. and then tell me we have to use the portal because they have suicidal patients. So they have to wait 48 hours? Great plan.

   

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

  They are fraudulent and greedy. Avoid services from them at all cost. Its ran by one incompetent person after the another. The demand you speak to them with sense when they have none. What a f****** scam! There is no real therapy taking place. And do not EVER give them any cc info. They will just randomly charge your card and play dumb. Ive never received such terrible treatment from a place that is meant to destress you.

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

  Beginning June 1st my insurance changed from United health care to ********** blue shield HMO. This business no longer accepts ********** HMO but I have out of network benefits so I just would need to pay a $40 copay each visit. I have requested numerous times for my claims, time of service, and proof of payment so I can resolve the rest of the payment through my new insurance company and then get reimbursed for my payment that I made. I have a total of 13 sessions by this business for mental health therapy. Which is about *****. They consistently were charging my old insurance and not my new one, after I told them my insurance changed. Once I finally received the card it took a long time so I had to wait to submit this info. My insurance company told me to submit these claims and time of service as soon as possible so they can resolve this issue and avoid this amount going into collections. Counseling speaks has not yet given those to me as I have a right to these claims. I've emailed and called them constantly and they have not responded or given them to me. My insurance company also contacted them and they also haven't responded to them. I need this resolved as soon as possible.

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

  This place is a scam. They claim to provide a service, but dont actually know how to provide such services. I paid them for an evaluation but they didnt do it correctly. I asked for it to be corrected, but they told me they couldnt since their portal would be down for several months. When I asked for a refund since I did not receive the proper service I paid for, they ignored me and failed to answer my calls/emails. Do not use this place unless you want your money stolen.
  
  

   

   

   

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

  Business response

  03/16/2023

  I apologize for my delay in response. Clearly this woman is lying and we don't know how to respond. We want to be polite , but at the same time, our clinicians are full with taking care of patients' mental health issues vs dealing with this type of complaint. Have you ever handled something like this in the past? If so, could you shed some insight on this. She has been threatening staff and making this a very negative experience for us. Please advise your recommendations. Working in mental health is not easy and yes, we have some delays in billing and websites and other updates given the pandemic. I don't know a small business who isn't struggling and any feedback would be appreciated. Have a great night.
  
  
  - *****************

  Customer response

  03/16/2023

   
  Complaint: 19419306
  
  I am rejecting this response because:

  They have record of doing this to other customers with the reviews that I shared were posted on various sights. They only threat I made was to report them to you the BBB, the insurance company and the Medical review board for taking advantage of people that *** have a similar experience.

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

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Beginning June 1st my insurance changed from United health care to ********** blue shield HMO. This business no longer accepts ********** HMO but I have out of network benefits so I just would need to pay a $40 copay each visit. I have requested numerous times for my claims, time of service, and proof of payment so I can resolve the rest of the payment through my new insurance company and then get reimbursed for my payment that I made. I have a total of 13 sessions by this business for mental health therapy. Which is about *****. They consistently were charging my old insurance and not my new one, after I told them my insurance changed. Once I finally received the card it took a long time so I had to wait to submit this info. My insurance company told me to submit these claims and time of service as soon as possible so they can resolve this issue and avoid this amount going into collections. Counseling speaks has not yet given those to me as I have a right to these claims. I've emailed and called them constantly and they have not responded or given them to me. My insurance company also contacted them and they also haven't responded to them. I need this resolved as soon as possible.

  Business response

  11/10/2021

  GoodEvening, Per our records there was a miscommunication error and the client did receive all the paperwork that she needed. The clinical director spoke to the client and there was a error in communication with billing staff. This is now resolved. 

  Customer response

  11/12/2021

   
  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,
  
  *******************************

*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. ↩