Complaints

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

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  Center For Emotional Health

  280 Executive Park Dr STE 100 Concord, NC 28025-1838

• 

  Center For Emotional Health

  10801 Monroe Rd STE A Matthews, NC 28105-8336

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:01/13/2025

  Type:Order 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.

  Company makes employees clock out so they dont get paid overtime to finish schedules, or take time from next check if they do get overtime

  Business Response

  Date: 01/16/2025

  *** does not allow for unapproved overtime in any role. This is standard across the board and employees should work their regularly scheduled hours that are designated by the company. Additionally, there is no knowledge of an employee (current or past) with this name.

• Initial Complaint

  Date:11/19/2024

  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.

  my son has been a patient at this practice over a year. He is taking a controlled medication that is managed by a therapist at ***. Last week I accidentally misplaced his medication and gave the office a call to get this replaced on November 13. A representative called me back and told me to send an email to their helpdesk and which I did. I received a callback stating that as of November 1, my son has been discharged from this practice. She also stated there was a letter sent to me on November 1 stating that he was dismissed. I never received a letter from this office stating that. There was no visit on November 1. There was no communication with this office on November 1 for my son to be dismissed. When I was made aware of this information, I did request to speak with a supervisor by the name of *****. She never did call me back, so I called the office to speak to her at that time is when I was told that he was discharged due Inappropriate behavior. So I informed her that this is a wrong decision. This has to be a mistake and I would like this to be investigated and which I told her that she can give me a call back within 48 hours which wouldve been Friday to give me an explanation to see what the resolution would be. She did not call me back on Friday so I waited all weekend with no answer. I called the office then on Monday, which was November 18, the phone has not been picked up by anybody all day so I had to press three to speak to billing just to get somebody on the line. She told me to send an email and that the supervisor will give me a call back which again, never happened. as of today November 19 Tuesday morning. I am calling this office and now it seems that my phone number has been blocked from calling this office and I do not know why this is happening. This is horrible. My son is on a controlled medication and this is actually medical malpractice, I would like someone to contact me with explanation why this is happening.

  Business Response

  Date: 11/26/2024

  Patients Mother has been informed of company policy that controlled medications cannot be replaced if reported lost or stolen which was in the initial paperwork she signed.
  

  Patient was discharged due to the Mothers inappropriate behaviors towards staff members, reportedly screaming at staff over the phone and calling repeatedly throughout the day. As stated in the initial policies, inappropriate behaviors towards any staff or other patients results in permanent discharge from all *** facilities.
  

  Discharge information was sent by regular mail to the registered address, to the email address, and was explained to the Mother over the phone. Discharge information included alternative treatment facilities to continue care. An exception was made regarding the lost medication and a 7 day supply of medication was sent to the patients pharmacy. 
  
  

• Initial Complaint

  Date:10/16/2024

  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.

  Back in April, I contacted the Center for Emotional Health because my insurance informed me that I had met my out of pocket max and had overpaid by $760.83. I was told that I should be receiving a refund in 8-10 weeks.After not receiving a check, I called back on July 18 to inquire about the status. I was informed by ***** ******* that the billing department failed to issue my refund back in April but that the request was put in with an estimated arrival of another 8-10 weeks.I have waited another 12 weeks and still have not received my refund. When I called last week, I was asked to reconfirm my mailing address and to email their account to escalate. I tried calling the billing department again yesterday and was told no one could give me a status update.I have been waiting over 6 months for a refund and cannot seem to reach anyone who can assist me or give me a status update. I am seeking assistance in receiving a refund for the money I am owed.

  Business Response

  Date: 11/05/2024

  *** apologizes for the inconvenience in the delay on this refund. Refund has now been sent via mail to patients home address. It should be received within one week.

  Customer Answer

  Date: 11/07/2024

   
  I am rejecting this response because:
  I still have not received the refund check. Requesting that this case remain open until it is resolved. 

• Initial Complaint

  Date:10/16/2024

  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.

  My complaint is about the fact that I was using the video chat for my visits I could not get my end to work properly using the zoom app. The provider I started talking with was cooperative and then found a position with another company. The next visit I had was with someone else and she was very rude and kept saying that it was against the law to do the video like that.I requested a refund for that visit 3 1/2 months ago but now I believe I should be refunded for every visit I had since it was against the law

  Business Response

  Date: 10/16/2024

  All telemedicine visits are done on a HIPPA compliant platform, and therefore are not illegal. Consumer is welcome to choose a different provider with the practice, however, he is not approved for any refund.

  Customer Answer

  Date: 10/16/2024

   
  I am rejecting this response because:
  I was told by the company that I would get at least the last visit charge refunded to my debit card 

• Initial Complaint

  Date:08/27/2024

  Type:Product 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.

  Around a year ago I was paying cash for services since my insurance had changed. CEH filed the insurance later and it paid the claims. As a result CEH owed me the cash I paid. I verified that the money was owed to me and verified my address to mail a check. The check never came. I called every few days to request a call and was ignored. I verified my address again several time and called repeatedly. My PA I see emailed the office about the money owed to me. This is owed me and they are holding my money hostage and ignoring all attempts to resolve this

  Business Response

  Date: 08/28/2024

  Hello,

  Thank you for bringing this matter to our attention and advocating for this patient. We apologize for the delay in processing the refund. We understand the importance of timely refunds and regret any inconvenience this may have caused.
  We would like to confirm that the check has been mailed. We expect it to arrive shortly. If the check is not received in a timely manner, we are pleased to take appropriate action to resolve the issue.

  Again, thank you for your assistance in this matter. Should you need any additional information or have further questions, please feel free to contact us.

   

  *******************************
  HR Director
  Center for Emotional Health

• Initial Complaint

  Date:07/25/2024

  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.

  Ive been a patient at *** for over two years. Only the last month Ive run into the following issues causing me to report their shady practices. - changed providers 3 times due to high turnover - charged for appointment and requested refund for amount 6 times since Feb 2024. First three times, explained it takes 6 weeks for a check to be cut and nothing has been issues as of 7/25/24.- office manager reached out over office issue at new location (they closed my office and changed my provider) to help resolve an appointment issue. ***** said she would call me back and never did. - nurse called to resolve issue only after I reached out twice to get medication refilled before it was needed. - medication is a controlled substance and they were going to let the prescription expire leaving me to deal with easing off cold turkey which could lead to issues mentally - new dr ***** listen to concerns nor read my file to know medicine issues prior to throwing additional medicine - no concern from front desk or follow up on next steps or information and next steps I got no explanation and no response for over 3 weeks nor a refund check.

  Business Response

  Date: 08/12/2024

  Good morning,

  We apologize for the inconvenience; however, this patient received their refund prior to this complaint being submitted. Payment was submitted to the original payment method. 

   

  Thank you,

  *******************************
  HR Director
  Center for Emotional Health

• Initial Complaint

  Date:06/18/2024

  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.

  We requested a refund in March 2024 for payments made in February 2024 where this facility charged both me and my insurance, so they were double paid. They told us that it would take 8-10 weeks to receive the refund, but it's now mid-June 2024 and we have received nothing. We checked in about the refund in May 2024 and they told us it would be mailed to us instead of refunded to original payment. As of today, they refuse to speak with us over the phone and gave us the general contact email instead. They are keeping money that doesn't belong to them as my insurance paid them!

  Business Response

  Date: 06/27/2024

  CEH apologizes for the confusion surrounding your refund. After further review, it has been escalated and the refund is processing. If you do not receive within 7 business days, please let us know promptly at *********************.

  We look forward to resolving this discrepancy.

• Initial Complaint

  Date:05/01/2024

  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.

  In November of last year I was overbilled. It took weeks to get ahold of the billing department and they told me it would ***********-8 weeks to get a refund. After that time, I called back. I was once again told 6-8 weeks. I called again on the 23rd of April and was told 6-8 weeks or longer because I had to update my address.

  Business Response

  Date: 05/14/2024

  We apologize for any inconvenience that our patient has experienced. Our ****************** will be contacting the patient to resolve promptly in the form of an expedited check or refund by our processing system if available. We look forward to helping this patient have this matter resolved. 

  Customer Answer

  Date: 05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/11/2024

  Type:Product 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 scheduled an appointment a week ago to see *********************** for April 11, 2024. I received an invoice to pay for the session 2 days prior. I called CEH and advised that I have benefits but because my husband was a new hire, the benefits were not in the system yet. I advised that I would call back with my benefit information and ensure payment was completed prior to the session. The day before the session (April 10th), I received confirmation that my benefits were updated in all systems. I called CEH and provided my benefit info. CEH advised they would run the benefits. I received a call from CEH April 10th in the afternoon. They asked for my benefit infor again and I provided it. I did not hear back from CEH at all and did not receive any invoices. The morning of April 11th, I loggeg into my session that started at 8:15am. At 8:10am, I received a phone call and someone from CEH left a message confirming the appointment and asking for payment. I immediately called CEH and advised I was ready to pay; however, I did not receive an invoice or any documentation stating how much I owed. They advised they could not provide one and I had to either give them my credit card info over the phone or lose my appointment. I advised that I MUST have an invoice in order to pay any amount as I did not trust handing over my credit card. They said they didn't have time to create another invoice. I advised them that this was I was not at fault and told them my daughter was an ongoing patient of ************** (she sees here monthly on a regular basis) so I was fine with paying once I had the invoice. I also advised that I should NOT be penalized, being forced to cancel my appointment due to a mistake the office made in not creating an invoice. 15 min past my appointment time, the office finally updated the invoice and at that time, I was advised that I could not keep my appointment. THIS IS UNACCEPTABLE! I am a patient and I was penalized due to errors made by the office!

  Business Response

  Date: 04/18/2024

  We understand the inconvenience and frustration that this billing issue has caused our patient; immediate action will be taken to address and rectify this situation with our employees. Our apologies will be extended to this patient for this oversight in invoicing that led to the cancellation of the appointment. 

  We sincerely appreciate and value our patient's time and trust in the services that we offer, and regret any disruption in care that *** have been caused.

  Customer Answer

  Date: 04/18/2024

   
  I am rejecting this response because it is unacceptable for a business to care.m9re about money over the care of its patients! My daughter is an established patient therefore there is NO EXCUSE to not authorize my session especially since this error was thru no fault of my own! I explained that I had been suffering from a lack of sleep for a few weeks and your office could care less. You only care about collecting your copay versus ensuring my wellbeing! Your practices are unacceptable and I am also reporting this incident to the medical board.
  
  

  Business Response

  Date: 04/24/2024

  We understand the inconvenience and frustration that this billing issue has caused our patient. Our apologies will be extended to this patient for this oversight in invoicing that led to the cancellation of the appointment. We sincerely appreciate and value our patient's time and trust in the services that we offer, and regret any disruption in care that *** have been caused. 

  Should you choose to come back, we would like to extend a complimentary visit at no cost with one of our providers. 

• Initial Complaint

  Date:03/24/2023

  Type:Product 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.

  Saw a CEH provider starting July 2022, told I was not eligible for sliding scale on some visits, told later I was, then had the application processed but no change to charges. I ended my time with CEH in winter 2022.Felt I'd been overcharged & requested superbill 12/23/2022. I spoke to **** on phone Jan 10, she confirmed I was overcharged and owed a refund ******. It would be mailed and it took 6-8 weeks to arrive. Told me to call back if I hadn't gotten it in six weeks from 1/10. 2/22/23 I emailed billing and never heard back. On 3/8 (8 weeks + 1 day) from the mailing out I called again. Woman on phone spoke to supervisor ******** who said check had been returned due to wrong address. Asked them to read me the address they had, it was the correct address, I doubt their story but asked them to send it a second time, or offered to go to their office to pick up the check. They said I couldn't pick up, but they would mail it out again that day and it should arrive 1-2 wks.Today, 03/23, I called again. Employee tried to explain check was mailed ion Dec but had come back due to wrong address (impossible since I didn't requested check be mailed to me until 01/10) & mailed back in mid February (impossible, since I didn't contact them/learn about the wrong address situation until 03/8.) I told her these inaccuracies and she put me on hold again for a brief while before explaining to me that "its only been 6 wks since it was mailed" and I had to wait 8 weeks. I asked what she meant by it's only been 6 weeks, and she explained to me THIS TIME that a check had been mailed on Jan 10 and so I had to wait eight weeks. Told her her story made no sense given my records of ************* said that I would have to go through a lawyer or the courts if I was unsatisfied. She gave email of "the higher **** *********************************** which I am highly suspect of, given all other email addresses I've interacted with from the business end in @cehcharlotte.com not gmail .

  Business Response

  Date: 04/14/2023

  This patient was given the cehhelp email to express concerns as she requested additional measures. She has been spoken to her at least twice and explained the process by Billing Team Leads within the last few weeks. She was threatening a Lawyer and refused to hear anything we said regarding the status. Patient was not advised to get a lawyer to handle this. As patient has already been told, her request has been submitted and a trace was being completed regarding the missing payment. At this point, the refund will be done via tablet to avoid any further issues with this patient. 

  Customer Answer

  Date: 04/14/2023

   
  I am rejecting this response because:
  
  I am unsure relating to the role of "accepting" or "rejecting" the business response. In this response through the BBB the business states the refund will occur via "tablet" but I do not know what that means and have not been contacted by the company in any way to obtain said refund. Additionally, further weeks have passed since the check that employees swore had been mailed to me a second time was supposed to be here, yet still no arrival. Furthermore, I *did* opt to reach out to cehhelp after submitting the BBB complaint and requested an update on the status of my issue, CCing ************************ as well as ***************************** on that email, and neither the provided CEH Help address nor the billing department or ******* responded in any way, and so the provision of an email address to contact for additional help was, as had already been indicated at the time of the complaint, insufficient to obtain the money I am owed.  If in fact the refund is actually being processed and sent to me, then I am sufficiently happy to receive my refund and wash my hands of this issue, and I will hold off on filing my claim in anticipation of that happening. That said, I do not feel it appropriate to "accept" the response at this time, given that I have not yet received the refund, the response indicated a mode of redress through which they did not actually respond to me (CEH Help), and their assurance that the refund is being handled another way (tablet?) is not something I understand.