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The Mood Treatment CenterComplaints
This profile includes complaints for The Mood Treatment Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/23/2024
Type: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 two video visits with ******* at the Mood Treatment Center for anxiety. DOS 3/1/24 and 3/29/24.I was billed $70 for each visit (after insurance) soon thereafter. I called my insurance company *************************** Alliance) who confirmed that mental health visits with in-network providers (of which Mood Treatment Center is one) should have a $0 out of pocket responsibility for the patient (me). I then called MTC back and told them to double check the claim coding. They told me they would need to re-file with the proper coding to label the visits as telehealth, and I was told that would happen. They agreed at this time that based on my insurance, I shouldnt owe anything. I saw in my insurance portal a few weeks later that the claims had been re-processed by my insurance company leaving me with a $0 out of pocket responsibility. I then called MTC back and they agreed that given the above, I owe nothing and now have a $0 balance.I open my email this morning and see that they are now saying I owe $25. Given the above, I need help resolving this issue with them once and for all as there seems to be a major disconnect somewhere along the lines.Business Response
Date: 08/30/2024
- *** style="margin-left: 0in;">For client service date 03/01/2024, the clients insurance processed on 04/10/2024 with a client responsibility of $70. ************ *** style="margin-left: 0in;">On 05/22/2024, the clients insurance, CBHA, took back their payment and adjusted the claim. When CBHA reprocessed the claim, they did so with a $25 co-pay. ************ *** style="margin-left: 0in;">CBHA then reprocessed the claim for a third time on 06/12/2024 and paid the claim at 100% with no co-pay. However, CBHA did not define that this payment was for the 03/01/2024 service date and as such the pending payment was setting in the unapplied file. ************ *** style="margin-left: 0in;">The business office manager was able to work through these details with the information the client provided the BBB and the pending payment has been moved from the unapplied file to the 03/01 service date.************ *** style="margin-left: 0in;">The clients balance is now $0. ************
This appears to have been some confusion created initially by the insurance company that is now resolved. Thank you!
***********************
VP of Operations
Mood Treatment Center
Customer Answer
Date: 09/02/2024
I have not heard from the business in response to my complaint.
I cant recall if I mentioned this in my original complaint, but both visits were virtual/telehealth, hence the $0 patient co-pay. I have also contacted them on numerous occasions, both via phone and electronic portal.Customer Answer
Date: 09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:05/07/2024
Type: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.
The mood treatment center charged me $50 on Friday, May 3rd 2024 for a telehealth visit that they never created and sent a link for. I have been using telehealth for 5 years and the link usually comes the day before.They then charged me $50 on Monday, May 6th for a no show even though THEY failed to keep the appointment.Upon reaching out to the billing department, the billing manager ****** said shed refund $50 for the no show fee, but immediately emailed me back to say she wasnt going to refund the money, but apply it to my balance.Customer Answer
Date: 05/17/2024
I have not heard from the business in response to my complaint.Business Response
Date: 06/10/2024
The client claims to have a $100.00 charge that she is disputing. The following applies in this case:
- Client had an appointment on *** 2nd and she "late cancellation" of less than 24-hours notice, which is a $50 charge (there is no charge if you cancel >24-hours notice).
- Client was charged $50 for the Late Cancellation on *** 3rd.
- Client also had an appointment on *** scheduled for *** 3rd and she was a "no-show" on that date. This is also a $50 charge.
- Client was charged a second $50 for the No Show on *** 6th.
- The client did ask that we waive the fee for the no show on *** 3rd, claiming technical difficulty. We did agree to waive that $50 fee for that date of service.
- The client has a balance due on her account, with a previous EOB pending.
- We can and will refund the $50 that we agreed to waive once the previous insurance payment is received and taken off her balance due account.
- The first $50 fee for "late cancellation" was not contested by the client at the time of service and is out standard charge for that event.
As always, let me know if you have any further questions.
***********************
VP of Operations
Mood Treatment Center
Initial Complaint
Date:01/03/2024
Type: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 paid a co-pay that was then also paid by my HSA on 12/14/2023 and verified through my employer. Company refuses to refund me my money and also is no longer responding to emails.Business Response
Date: 01/23/2024
This appears to be a miscommunication. The client filed the complaint with the BBB on January 3rd. Our records show that the $140 was refunded to the patient on January 5th. This refund occurred the week before we had notice of the BBB complaint. Nor did we have notice of the BBB complaint by other means. We were already working to get the client his refund.
Another dynamic here is that the Client shows that his HSA paid the bill on Thursday, December 14th. I am certain that the HSA's records show that the payment was authorized on December 14th, however, it does not appear to have hit our records until the following week. Unfortunately, that week was the start of the holiday vacation season here and our business office was not fully staffed. Once staffing was back to normal this refund was worked and paid. That particular staff member being out of the office may also have contributed to the client's statement that we stopped replying to his emails.
That said, this event did shine a light on the fact that we need a better system to cover client refunds, and not rely on having an individual tasked with it. This way we can prevent this type of unfortunate event occurring in the future.
Please let me know if you need anything further from me.
Steve H*****
VP of Operations
Mood Treatment Center
Initial Complaint
Date:08/01/2023
Type: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.
Ongoing and repeated issues with insurance billing and copayments within MTC resulted in an unanticipated balance on my account. I set up a payment plan with them in Nov 2022 but it was inexplicably cancelled prior to full payment and without notice in April 2023. In the meantime, the insurance billing issues continued and my overall balance grew without my knowledge. Once I realized I had a new, significant balance and that the payment plan had been cancelled, I requested it be reinstated as originally agreed upon. Despite the original plan being cancelled by MTC without my knowledge or consent, they are unwilling to accommodate my request. I was told that regardless of why my original payment plan was cancelled, it could not be grandfathered in and because my balance was so high, I was required to pay another deposit as well as an increased monthly rate. I am requesting BBB step in so MTC will honor the original plan without a second deposit and at the same monthly payment. This is the second or third time I have encountered an unanticipated and extremely high balance on my account with them due to errors made within the billing department.Business Response
Date: 08/10/2023
The customer's complaint has been reviewed and found to be valid.
There are a couple of circumstances in this case that may be helpful to understand. First, Mood Treatment Center ("MTC") outsourced much of our revenue management cycle, which includes billing, to an outside vendor that specializes in billing, with implementation of that change beginning August 1st. The transition continues this week as well. This recent change may have contributed to some current confusion with any conversations that took place on or after August 1st. Second, I am also new to MTC as the new administrative leader. More specifically, this is my third week with MTC. While I cannot ascertain why the confusion occurred in relation to the November 2022 payment plan, I can verify that when this was brought to my attention the customer's issue was reviewed, found to have merit and I issued instructions not to merely honor the customer's original payment plan as was requested, I issued instructions to wipe the customer's current balance to zero amount owed in consideration of the unfortunate frustration this has caused the customer.
MTC has recognized weaknesses in our historical processes and therein the changes that I have mentioned above. These changes, once hard wired and established, will make us a better organization.
I hope the customer accepts my sincere apology for the confusion.
Customer Answer
Date: 08/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. The resolution has exceeded my expectations, and I am very grateful for their understanding of the situation.
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