ComplaintsforPure Honey Group, LLC

• Initial Complaint

  11/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In July 2023 I engaged with Pure Honey Group, LLC (d/b/a Honey. for Moms (hereafter "Honey")) for individual therapy. Honey collected my insurance information and informed me that my sessions would be covered by insurance because my deductible had been met. The first few appointments were successfully billed through my insurance with BCBS. At some point, my deductible became "unmet" and Honey notified me. I contacted BCBS, who informed me that a ********** had paid was removed from my deductible amount, causing the error. They said it could take up to 30 days to correct. I communicated this to Honey. On the 30th day I received an email from ***** from Honey with a master bill, informing me my therapy sessions would be paused until the amount was paid. Two business days later Honey charged my credit card on file for the full amount of all outstanding sessions that bounced back from insurance, without my authorization. No other phone calls or emails from Honey asking me if they could charge my credit card or to resolve the issue after they knew I was working this out with my insurance carrier. My contract states that I am responsible for amounts not covered by insurance. In this case, my therapy IS covered by insurance, but Honey has not worked with me to resubmit the claims. Honey has these records as well as records of our correspondence. My BCBS representative is ************************* **************, ********************* and she can be contacted regarding my insurance coverage. I am disputing the charges until they are resubmitted through my insurance after my deductible is correctly applied.

  Business response

  11/23/2023

  Hello ********, and thank you for the opportunity to respond to this complaint. 

  As a practice, we offer clinical and lactation services and take insurance as a possible payment method. We offer a complimentary service of checking benefits with insurance companies to support clients in making a decision about the financial commitment of their services. That said, we are aware, and share with clients in various messaging along the way including in their initial email and signed intake paperwork and informed consent, that while we are told certain information about insurance benefits, that information is the responsibility of the client to confirm with their insurance company as it can change or be incorrect based on specific insurance details per client. 

  The party who submitted the complaint to you began services in July, 2023 with Honey and was sent the following email: 

  "We received your insurance information back and you have a $4000 deductible that has already been met. It doesn't look like you have a coinsurance, so it is estimated that your sessions will be fully covered. As a reminder, these are estimates and not a guarantee of payment or coverage. If you have specific questions regarding coverage please reach out to your insurance company directly."

  Her insurance did cover her first several sessions, and then began to deny all claims. After submitting the claims several times and speaking with the insurance company, they told us that coverage was not met and the claims would not be covered. 

  We reached out to the client on 9/25/23 and let her know that her insurance was denying the claims to cover her sessions. She then told us she would contact her insurance company directly. She reconnected on 10/4/2023 and let us know there was an error and she asked for 30 days to have it corrected with her insurance company so all claims would be paid. During this time, she continued services, all with claims that continued to be denied. 
  We then reached out on Friday, 11/3/2023 to let her know it had been *************************************************** full and provide a super-bill for her to work with her insurance directly for personal reimbursement, and would need to cancel upcoming appointments until the bill had been paid in full. 

  We did not hear back from her, and after confirming that she signed the payment authorization form, we charged her $1031.66 on 11/8 for 7 unpaid sessions and a $90 missed appointment fee which is standard practice for an appointment she canceled outside of the 24 hour cancellation policy. The payment authorization form signed by the client reads as follows: 

  "The practice may use my payment methods on file for any balances, including late cancellation and no-show fees, without additional authorization."

  Following this charge, the client wrote slandering comments on social media about our business, sent our team rude emails, and reached out to a team member she worked with directly to speak negatively about our business, sharing false information about the billing process, and made this BBB claim. I was informed about this situation in my weekly management meeting 24 hours later, and followed up by sending the client an email including an apology for her frustration, and the following solution: 

  "I am aware and deeply trust that your insurance made a mistake in not reimbursing for your sessions-- insurance can be very challenging, confusing, contradictory, and honestly, maddening! I'm happy to connect with you about continuing to work to get reimbursement for the sessions from your insurance, and then we will happily issue a refund for you, if that path is of interest."

  The client responded with an email including sharing I have not been offered any real solution. 

  As a business, offering a solution of a full refund once the sessions are paid for by the insurance company feels not only like a "real solution", but also a ****************** and gracious solution while also managing the slander she has projected publicly about our business. This client wants a refund for services rendered because she feels her insurance should have paid. And while I dont disagree that her insurance should have paid and possibly would if we worked together as I suggested to her, the fact is that they didnt, and until we receive payment from the party she claims is responsible, we are unable to provide a refund for the services she received. 

  Thank you very much, 
  *************************, MA, LMFT 
  Founder & Director 
  

  
  

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