ComplaintsforPine Rest Christian Mental Health Services
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Complaint Details
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Initial Complaint
01/07/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I am employeed with ***************** and my job offers 6 free counseling sessions with their *** program. Im which I signed up for counseling sessions. My job ended up terminatingbtheir contract with the *** program that was contracted with pine rest. I was never notified this happend and still scheduled my counseling appointments because I had 2 left. I was NEVER notified by pine rest until AFTER my visits that my Eap wouldnt cover the charges. The *** program my job has now reached out to pine rest and thy refused to work with them so my cus fb es can be covered. Pine rest completely ripped me off. Never advised me that ******** wouldnt cover the charges and they are now billing me the FULL amount for both visit which is almost 400 dollars. They rip off their customers. I dont understand why they have the *** program when they purposely s**** over their customers so the *** wont cover the visits. Im a single parent and Ive called pine rest multiple times and no one will help me. Im hoping with filing this complaint this can be resolved.Business response
01/23/2023
This client was originally seen through a UBH EAP that ***************** utilized. ***************** terminated their EAP contract with UBH prior to 11/9/2022. Pine Rest was unaware this occurred and notified the client through MyChart on 11/9/2022 that her insurance on file could not be verified. Her response through MyChart shows she misunderstood this communication and thought it did not apply because she was using an EAP and not her insurance. She was then seen for two more therapy sessions between 11/9/2022 and 12/13/2022.
On 1/4/2023, the client called Pine Rest and this was the first time Pine Rest CQI became aware ***************** was no longer using UBH EAP. The client was transferred to *************************, CQI Supervisor, who assured her Pine Rest would work to get this taken care of.
**** called the client back on 1/11/2023 to let her know Pine Rest is not contracted with the new EAP company utilized by ***************** and to collect her commercial insurance information as it was not entered in the system. **** let her know that the claim would be processed through her commercial insurance and Pine Rest would write off any remaining balance.
This individual will not owe Pine Rest anything for the two visits she had after her EAP policy termed and this was communicated to her on 1/11/2023. The claim with the BBB was filed on 1/7/2023, so the client would not have known she would owe nothing when she filed the BBB claim.
Initial Complaint
12/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our daughter was supposed to have an appointment on Monday December 19, but due to her insurance being temporarily placed on straight ********* which they don't accept, we had to cancel. We called to cancel on Friday December 16 to let them know we would have to reschedule due to the insurance. We got an automated thing, with no live agent, and no option to leave a message. Because of their flawed phone system, they want us to pay a $52 fee. We need to get this resolved or we are going to have to pull our children from *********, and have their doctor take over their meds.Business response
12/23/2022
Our supervisor for this location contacted the complainant on 12/23/22 to discuss her concerns. The supervisor explained that we are not allowed to charge no show/late cancellation fees to certain insurances,which includes straight ********* and they were never charged this fee. The supervisor apologized for the difficulties with the phones on 12/16/22 and the misinformation from the staff they talked with on 12/19/22. Complainant was advised that supervisor would follow up with staff education to prevent this from happening in the future. Complainant thanked supervisor and conveyed appreciation for the call.Customer response
01/05/2023
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
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.