Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 22-2022 I arrived in Wilmington North Carolina flew at my expense from Orlando Florida for a rehabilitation treatment program to help with my alcohol substance abuse I was told I would be medically admitted and also have counseling sessions and various other forms of therapy. I was picked up at airport but told I could not check in because there was a group softball game that they needed to go to so I never got a chance to unpack or officially arrive when I was medically checked out I became aware there was no medical staff as I am type one diabetic and should not have been admitted the facility was a house with numerous teenagers (drug alcohol offenders hoping to get into college) and no supervision I never unpacked told the Director at the time that it was not a good fit and I was leaving -at that time he became very hostile and rude and told me to get out the front door where I had to call an Uber myself while they got in a truck and drove away then had to arrange flights to get back to Orlando without reservations the next move was for them to charge my stepfather's credit card $8250-that was a random number arrived at when they realized that you cannot charge more than 10,000 at a time their tuition had it been an above board facility would have been 15,000.-After speaking with Jake B**** he asked the owners Rick and David for a refund they admitted I was treated wrongfully and apologized but they returned $5850-Deciding to keep 2400 because of admittance deposit & 2 days rent - I was there only 12 hours-this is a scam operation and they prey on peoples emotions trying to save a loved one which is what my parents were trying to do -Would like to go to civil court now that I have completed 30 days of treatment in a legitimate facility-This was a traumatizing experience which made my condition worse these criminals should not profit from that

  Business response

  11/01/2022

  Business Response /* (1000, 8, 2022/08/17) */ On June 22, you were picked up from the airport by our admissions director, Carson. Carson then brought you to the Momentum Recovery clinical office for a standard admissions process with our admissions director. Upon completing the required documents to admit into the program, you were given the option to go to the house and settle in/unpack or drop your belongings at the house and attend the softball game that the other residents of the program were involved in. You chose to go to the softball game in order to meet the rest of the community to get to know them. I am uncertain as how you arrived at the term "drug alcohol offenders" when describing the other residents in the program, but you admitted into the program knowing that we are an addiction and mental health treatment program for young adult men. You were also made aware during the pre-admissions process that we have a Psychiatric PA on staff and that you would meet with her with 5 days of admission and your clinical assessment with your primary therapist happens within 24-72 hours of admission. Your decision to discharge yourself from the program before being here 24 hours is why you were never seen by our medical director. Once you made the decision to discharge yourself from the program, you were offered a ride to the airport by our Admissions director but you declined the ride. Addressing client supervision, there are always two staff members on site at the facility 24 hours a day. The time frame that you were admitted into the program, those staff were with the clients for the entirety of your stay. To address the program costs. First and foremost, the paperwork that all clients and financial sponsors sign upon admit clearly state that the tuition costs of the program are non-refundable. You, your family, and we all have signed copies of this enrollment agreement. If you would like another copy please feel free to reach out to us and we will be happy to provide one to you. Below will be the areas of that enrollment agreement that address the financial complaints that you have mentioned. As it pertains to the amount you were charged and not refunded (The enrollment deposit as well as the days you were in the program): Tuition fees: Page 2, section 3, subsection VII outlines the daily cost of the program: "Tuition Fee: The fee charged for any day in which the Participant is enrolled in the Program and/or in the custody of Momentum. A partial day is billed as a full day." Enrollment Deposit is utilized for the costs associated with holding a bed for a potential client as well as the costs associated with admission to the program): Page 2, section 3, subsection III "Enrollment Deposit: A non-refundable enrollment fee of $1500" Page 3, section 6 covers "Cancellation/Early Withdrawal." Subsection C covers withdrawal from the program after the arrival date: "After the Arrival Date, the Initial Payment is non-refundable* but any unused Initial Prepayments are refundable. Any Additional Tuition Fees are nonrefundable. Any non-refundable, unused amounts retained by Momentum may, if deemed appropriate by Momentum, be used as credit against any future enrollment of the Participant." If I need to submit the definitions of "Initial payment or Additional Tuition Fees" please let me know and I will be happy to submit the verbatim definitions of those terms found in our enrollment agreement. Your stepfathers card was charged twice due to a lack of funds/credit present on the card at the time of your admission into the program. The amount you cited as a "random number" was the amount that your stepfather was able to pay due at the time of admission with the agreement that your stepfather would pay the remaining balance the following day. Because you discharged from the program the following day, no additional charges were made to the card and your family was subsequently given a full refund minus the enrollment deposit and daily rate for the two calendar days you were enrolled in the program. Despite our policy of tuition being non-refundable and only eligible to be used for future enrollment, we made the decision to refund your family the full amount minus the enrollment deposit and the two days you were in the care of our program.

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