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Complaint Details
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Initial Complaint
02/26/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I met with a mental health counselor via telehealth on 2/10/23. I was billed my copay on 2/13/23. On 2/14/23 I received and email that the company was closing on 2/17/23. On 2/21/23 I was billed $155.00. I never received a bill for either charge. I do not know why is was billed $155. I have reached out to the company by phone and email with no response. I am trying to find out why I was billed $155 and get an invoice so I can send it to my insurance. I checked my insurance account online and I do not see a claims for $155. Thank you.Initial Complaint
10/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
My son started services in July of 2022. I provided them with his insurance information and credit card info for co-payments as anyone would. After my son started receiving services they began to charge my account. I assumed it was co-pays, until I started to realize that they were charging my account different amounts. I reached out through email for someone to break down the costs for me as my insurance should be covering his sessions. They directed me to the billing department. The billing department proceeded to tell me that they could not verify his insurance. I was never notified of the issue. If I had been, I would have been able to help resolve the issue. I have called the billing department over 20 times to speak to someone only to have to leave a voicemail every single time. NO ONE has called me back. I called the main line to speak to someone multiple times where I have had to leave voicemails. NO ONE has called me back. I reached out through emailing explaing that this was unacceptable and unprofessional. It takes them weeks at a time to respond back to me. All while trying to resolve this issue, they are continuing to charge my account. The billing department claims they have the right to charge my account if sessions aren't COVERED through insurance. If they had done their part to actually VERIFY my sons insurance, it would be covered. Their most recent tranasction was charging me $300 dollars on October 14th when my son hasn't had services since AUGUST. I have had to dispute the charges with my bank. From July to October they have taken $990 from me. I am furious. This business did not do their job. I should have been notified of the issue so that I could get them the proper information they needed to VERIFY my sons insurance. It is completely unprofessional that no one has returned my many phone calls and that they are now ignoring my emails. I have requested a refund of all sessions charges that would be covered by insurance.
Business response
10/24/2022
This complaint is in regards to a patient who has been in constant contact with our office; despite allegations that no one has responded to her. There is a chain of emails back and forth. Aditionally, despite multiple attemtps she has yet to provide us with any active insurance for which we can submit a claim. As we explained to her; if we could submit claim for payment she would be reumbursed. Her argument is that it was our responsibilty to verify benefits and so we should refund her. We have signed intake paperwork and a consent to charge credit card that clearly outlines our policies and that the signed agrees they are responsible for any services not covered by insurance. There is absolutely no wrong doing on our part that would warrant a complaint to the better business bureau.Customer response
10/24/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Yes, there are a chain of emails but the business takes weeks to respond. No one has called me regarding this issue no matter how many times I leave a voicemail. I gave all insurance information when initially creating an appointment for him. If they could no verify it and needed more information, I should have been notified. I also sent an email with photographs of new insurance which they also said they could not verify. My insurance is active and always has been. It seems like the business doesnt know how to verify the insurance. I want a phone call from the business so they can process the insurance. I am not settling until they verify my insurance and reimburse me.
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FAQ
Regards,*********
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