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ComplaintsforGandara Mental Health
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Complaint Details
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Initial Complaint
09/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was told by my therapist's office (Gndara Mental Health *********** *******************************************************) in January 2023 that my insurance ************ wasn't accepted, so I paid out of pocket for 5 sessions ($82 per session, $410 in total). At my 6th session in June 2023, I had to cancel because I couldn't pay. The receptionists asked if I had insurance. I said: "yes, but I was told your office didn't accept it. That's why I pay out of pocket. You're actually the one who told me this in January." The receptionist ran my info and stated that they did in fact accept my insurance and that my copay is $20. She then stated that she had to notify billing to see if I'd get credit or a refund. The manager was informed some time later, and I was asked if I preferred credit or a refund of the overcharge of $310. I stated I wanted a refund. I was told a check would be available in 2 weeks for pick up or via mail. I stared I'd pick it up. I went to the office 2.5 weeks later and was given the run around. The same receptionist stated the billing department had to determine whether or not I'd get a refund. I checked my online account for my insurance a month ago and noticed a claim was made by Gndara, but only for the month of May 2023. It's been over 2 months with no updates. I informed my therapist about this issue 3 weeks ago to see if it could be resolved. No calls, voicemails, letters, etc. from anyone. I haven't gotten a call back to schedule another session either. I haven't had a session in 4 months.Business response
09/25/2023
We were able to speak with the customer and resolve the situation. We will be sending them a refund in the amount of $310 in the mail today.Customer response
09/28/2023
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,
*****************************
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.