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Business Profile

Clinic

Sage Neuroscience Center, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a telehealth appointment scheduled for 1PM on June 1st, 2023 with Sage Neuroscience Center in Albuquerque, New Mexico. When I entered the portal, it asked me to pay a $25 copay for the appointment. I paid them, but then my doctor did not show up at all for the appointment. I then called their Billing Department, but they never called me back (I have called them many times before, they never pick up the phone and rarely ever call back), and I could not reach anyone to get my money back. We have contacted our insurance company for help but they have told us there is nothing they can do.

    Business Response

    Date: 09/18/2023

    Here is the copy of the $25.00 check issued to *** *** in the amount of $25.00 dated 09/15/2023 it will me mailed out today 09/18/2023.

    Customer Answer

    Date: 09/23/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

    Regards,
    *** ***

  • Initial Complaint

    Date:03/20/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 repeatedly trying to contact this place for many months now. I am an established patient and its impossible to get their office to help! They are now saying its been too long and I am no longer an established patient, but applying as new patient has made nothing at all happen. I have medications I direly need refills on and I've been trying to make an appoint since last year!

    Business Response

    Date: 04/04/2023

    Sage Neuroscience has researched this complaint, reviewing the following items and/or communication systems: a chart review was conducted, review of all schedule related emails from staff and voice mail logs, and other internal messaging systems.

    When researching this complaint, the only voicemail that we found from this patient requesting an appointment was identified for 03-03-23.  

    Sage has documentation that on 03-03-32, our ACCESS team (i.e. administrative staff who schedule appointments) called this patient in an attempt to schedule her requested appointment but ended up leaving a message on her voicemail.  The clinic was not able to connect with this patient on this date and did not receive a call back related to this need.     

    It should be noted that this patient was last seen by Dr. ******** on 12-02-21 for medication management.  Therefore, because this patient has not been in over 12 months by her medication provider, she is identified as a "new patient."  

    We have reached out to this patient again and she has an appointment with Dr. ******** on May 4th, 2023 at 8 AM.  

    Let us know if you have any additional questions.  Thanks

Sage Neuroscience Center, Inc. is NOT a BBB Accredited Business.

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