Complaints

This profile includes complaints for Burrell Behavioral Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Burrell Behavioral Health has 21 locations, listed below.

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  Burrell Behavioral Health

  1300 E Bradford Pkwy Springfield, MO 65804-4264

• 

  Burrell Behavioral Health

  3401 Berrywood Dr Ste 300 Columbia, MO 65201-6515

• 

  Burrell Behavioral Health

  305 N Mason St Carrollton, MO 64633-2247

• 

  Burrell Behavioral Health

  33 E Jackson St Marshall, MO 65340-2153

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  Burrell Behavioral Health

  210 N Williams St Moberly, MO 65270-1583

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For months it has been a nightmare getting my prescription refill authorizations. In 12/2024 I called to see about getting anxiety medication. I had to leave a message and they called me back 2 WEEKS later. It takes many calls and emails from my pharmacy and me to get refills approved. *** has contacted them 3 times for my recent refill, I have left a voicemail (youre not allowed to leave more than one), I have filled out a complaint form online on their website and also called the customer complaint number and left a message. No one is doing anything and when I call Burrell I am always sent to voicemail.

  Business Response

  Date: 02/14/2025

  *******, I sincerely apologize for your experience. I would be happy to help you navigate these concerns and get in touch with the right people who can help. If you're open to this, you can email me at ******************************************** I have also shared your feedback directly with the leadership regarding your experience so action steps to correct your concerns can take place.

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  Just for the record I did email them before all of this and never received a response. 
  Thank you so much for your assistance. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a patient at Burrell for approximately 3 years, and within those three years I have had significant problems with their business department. They have billed me and charged me for appointments that have not ever occurred, and have falsely billed me for services I have already paid for. This has happened on numerous occasions, and burrell offers no options for myself to see my account balance and what needs to be paid. Instead, I have to rely on the employees in their business department who are seemingly unaware of what is going on within their company or what their job duties entail. Because of this burrell has sent false bills to collections, potentially harming my credit score and honestly causing a massive headache for me as a consumer. Through talking to other clients, this is a very common problem for a lot of people. I have tried to resolve this problem multiple times through them alone, both through talking with the people provided to me and by escalation, but they are seemingly unable to provide me any alternative way as a consumer to ensure their own faults and mishaps do not affect my personal FICO score. I want to ensure that whoever reading this knows my credit score has not been affected, but again these are being sent to collections and debt collectors

  Business Response

  Date: 12/18/2024

  *******, thank you for sharing your experience and feedback. If you would like to further discuss your experience you are welcome to contact Client Experience at *********************************************************************. 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been seen by Burrell for years. Im going through some really hard stuff right now and theyre trying to keep people off of the ***** and all that other stuff but Im going through some major stuff right now. I cant sleep. Im having troubles with my anger, my anxiety is killing me absolutely killing me and these people are not helping me at all. I keep telling him that Im having trouble, Im not sleeping. Their medicine isnt working, but they dont care at all. Theyd rather argue with me. Someone who is being seen for a psychological issue like anxiety, depression. I have major anxiety and major depression so bad that its interfering with my life and they will not help me , they would rather argue with me. Ive begged them for help. The place is supposed to be helping with my head is harming my head. Ive never felt more like killing myself than I do right now because of them not helping me and being argumentative and not listening Im tired of it , I cant do this anymore. I just cant and to beat all. They are the reason Ive not seen my kids or grandkids going on 10 years now its their freaking fault. They told me I did not turn my son in that they were going to, so I had to turn him in in front of them , do they take responsibility for that? H*** no

  Business Response

  Date: 10/29/2024

  ****, thank you for sharing your experience and feedback. If you would like to further discuss your experience, you are welcome to contact Client Experience at *********************************************************************. 
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 3 months ago I tried to get help from this office. I had a zoom call and spoke about what I was needing and looking for. The zoom call was a consultation to figure out who i would need. I have tried talking to them multiple times but no updates of any kind. 3 months pass and no word, but I all of a sudden get a bill from them. They have not provided me with any help as of yet. I tried talking to them and at first they did not know what to do, after a few conversations they are saying that they are trying their hardest to get it off. They had not provided any help to me whatsoever and It is not ok.

  Business Response

  Date: 10/01/2024

  ****** - I sincerely apologize for your experience and frustrations with billing. I would be happy to help you navigate these concerns and get in touch with the right people who can help and explore the bill. If you're open to this, you can email me at ******************************************* and we would be happy to help you get this resolved.  Thank you.   

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************************, 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *********************