ComplaintsforBurrell Behavioral Health

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *********************************, after briefly meeting and confiding in her about a past experience with a counselor ten yrs ago- told me about recent confidential information regarding a suicide caller who called about killing a bystander with her car between sept 10 and sept 19th. She told me about treating a self mutilation deep cutter in a train track, about a person with a mental handicap sotting in a road and saying anything to be admitted, as well as two people who left the facility without taking the medications given to them. Im concerned about her lack of privacy evolving others, including a private problem i had with a counselor long ago that i shared with her. Further: in the two weeks i knew her, she constantly smoked thc vapor, gave me thc edibles, and said she was also looking for real marijuana, or as she called it: "flower". She was under the influince everyday and abruptly left my hime and stopped talking to me bc i wouldnt have *** with her, despite me telling her repeatedly that i had back problems that i had to let manage before that. She was manic, asked me to date her, broke up with me, and made me visit an aunt who was in a home after a stroke. She didnt do hiking and walks in exchange, fed me edibles which ive never had, causing me to be under the influince in the hime her aunt stayed, and causing me to get sick and vomit. She seemed dangerous and completely under the influince and addiction driven the two weeks we spent time together which was daily.

  Customer response

  09/22/2023

  I also wanted to add that she took double of her medications one day and tried to balance them out with... more thc vape. It is two days past this time frame that she also promised to go hiking while stopping "along the way" to visit her aunt. Prior to and after this incident is when she did tell me confidential information, got depressed, and like after apparently overdosing herself- stopped responding during, after, and after *** regained composure. However it is after all this that she told me private information regarding burrell callers, as well as abandoning me bc i wouldn't have ***. Following, she called from work and tried to apply tactics used for suicidal people bc i was upset about how she was treating me, further concerning and upsetting me. My point is: she misbehaved after somewhat adjusting to meds three and four days after taking her meds twice, not because of the meds, aside feeling abit tired from the week. And frankly: i am not confident that she even overdosed bc she seemed set on smoking thc even as she claimed to woke up and call, but am absolutely confident that she was constantly after ***, disappearing after imposing with a sudden "relationship", and seemingly trying to enable me to be passive about her acting extreme and under the influince with thc vaping and edibles, followed by tricking me to go to a love in home under the influince, and then lieing about simply going on a small hike. She was deceptive the whole time and make me feel like a **** to her negligence -especially after telling me to "listen to her voice" to sooth me about being upset about her behavior from her work, where im.not aure ahe was even supposed to make personal calls.

  Business response

  09/28/2023

  Due to federal privacy regulations, we cannot publicly respond to a concern. We are happy to address any concerns directly and welcome individuals to reach out to our Compliance or **************************** at ************. 
  
  

  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, aside not being informed of any actions taken... but I accept that.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Burrell Behavioral Health has cancelled several important appointments that are required for our children to receive medication needed for school. They constantly send in the incorrect dosage and effective date when sending prescriptions to the pharmacy. We have called several times only to go to voicemails and get returned calls days later. We have emailed them and requested to speak with the Psychiatric Practice Manager. We get emails back saying someone will be in contact but I have received no calls. When I finally get ahold of someone they say they fix the issue but when I call the pharmacy they claim it has not been fixed. Child Protective Services is involved from the last of being able to get the medication.

  Business response

  04/03/2023

  In regards to this case, the delay in medication was due to the client's medication being discontinued by the manufacturer. The process to cancel this medicine order in our system and push out a prescription for a new one caused an additional delay, as our EHR has a security measure built in to prevent individuals from filling multiple controlled medications at a time. So the new prescription was automatically pushed out to a further date, as the system was built to make sure the client didn't fill both prescriptions. In this instance, this was a mistake in the EHR system. Once we were notified by the patient's parent, the prescription was resent once the original order was able to be cancelled. We apologize for the delay and inconvenience. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked an appointment with this company. I showed up for the appointment and I paid $43. Then after the appointment, they reached out to me and told me they didn't treat patients over 50. They contacted me to schedule me originally and they knew my age.

  Business response

  11/10/2022

  This client was charged $43 for an assessment. This service was completed. He was then scheduled with a provider. The client is correct that he was scheduled in error with a provider who is credentialed to see youth, but does not have credentials to see adults. Our staff tried to schedule him with a provider that was credentialed to see adults. However, the client asked that his chart be closed rather than being rescheduled. We apologize for the initial error in scheduling. However, since the assessment was completed in the first appointment, we are unable to offer a refund. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had four therapy sessions with a Burrell therapist on 12/15, 1/4, 1/11, and 1/19. Three of these sessions should have been covered under my EAP authorization from Cigna. However, Burrell miscoded the treatment as CPT instead of EAP. As a result, I was billed for the appointments.I called Cigna on 3/29, and they told me to ask Burrell to rebill using EAP. I called Burrell the same day and requested this change. They told me it would take ***** days.Burrell followed up on 5/10 and said the three claims have been rebilled.I checked my Cigna portal on 5/24. Burrell rebilled the appointments as CPT again! I called Cigna and they told me Burrell would have to rebill.I called Burrell and at first they said they billed it correctly as EAP. Then they realized they didn't and would look into it and give me a call back next week.It's now 6/10 and I have not received a call back, nor have the claims been fixed. Please have your billing department call Cigna EAP. They will help Burrell walk through the process. This needs to be resolved by your teams, not the patient.

  Business response

  06/29/2022

  We have been in contact with the client. We have let her know that she will not be financially responsible for any of her December-****************. These services are currently sitting at EAP, but we have not received payments or adjustments from EAP yet. We told her we would be in contact with her again soon once we can meet with the billing manager and will keep her updated.

  Customer response

  06/30/2022

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

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During COVID19 stay at home orders, I tried to find a therapist. I have been depressed and suicidal and was referred to Burrell by my doctor. I paid $175 intake fee and completed the intake process. I was not able to schedule an appointment because I could never get anyone to answer the phone or return my calls. I tried for months to speak to someone and when I finally did speak to a live person they told me it had been too long since my intake and I would have to do it again and pay the $175 again. This is not right, I was SUICIDAL and all burrell wanted was more money. It is not my fault their therapists were not available and especially during COVID i think burrell could have made some allowances since we are in a pandemic. Additionally, i never saw anything in any of the paperwork they gave me saying I had a deadline to schedule therapy. I TRIED, every week for months to get an appointment. They failed me, I want my money back and i still need therapy!

  Business response

  09/21/2021

  Due to the limitations of HIPAA, we cannot respond specifically to this claim. Generally speaking, Burrell makes every effort to resolve concerns related to services, and treats all complaints and feedback from clients with care and concern. If an individual has concerns about their care or treatment, we ask that they contact the Burrell Client Advocate by calling 417-761-5078.

*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. ↩