ComplaintsforAmerican Addiction Centers, Inc.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was a patient at the **************************** $55 in cash was given to the center on 10/3 for safekeeping and was to be returned upon discharge. After her discharge I called the center on 10/10, 10/19, and 10/20. and left messages. None of the calls were ever returned. I was able to speak with someone on 10/24 and was told a check would be processed on 11/4. We have never received a check. I called again on 12/7 and 12/9. and left messages. Once again my calls were never returned.

  

  Business response

  12/15/2022

  Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm Currently a patient at *********** I have been here for 27 days and I have spoke to my case manager 4 times very briefly and I was told that I would have a case plan of 90 days but that part was never spoken about. Yesterday at 2:30pm I was told by Management that I have 24 hours to vacate the premises. I asked why and wasnt given any explanation. I would like to know how they expect me to go when I flew to ********* from ******** for this rehab treatment im supposed to be here 90 days and they are kicking me out on the 27th day. I have no way home no funds no where to go. I havent violated any of the rules. I have submitted a *********** Complaint form already and yet to get any resolution.

  

  Business response

  12/06/2022

  Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 3rd 2022 I arrived to ****** **** where they did not take valid information about me or my addiction they did not care for me in any way. On the 3rd day I was overdosed by the facility when I had told them I had a bad reaction to the drug they issued me where I had to be taken by ambulance to local hospital where I was admitted to ICU then returning I had belongings lost that were in the facilities care when first admitted to the center. Then upon being told I had to leave because money was done which I had paid for 10 days and wasn't given it. I can't get a call back or talk to anyone when I call.

  

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/27) */ Due to federal privacy laws, AAC cannot respond to the consumer complaint on a public forum. AAC will contact the consumer directly in an attempt to resolve the concern.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son, **** ******* was in this treatment facility on January 26- Feb 25, 2022. They would not admit him until we took out a loan from ******** ***** Bank for $5000. We will billed for this bill right away. I have called American Addiction Center since that time to have them bill our insurance companies, **** (primary, and ****** (secondary) and they refuse to bill them and will not send us the bill. I have called this company with **** on the phone and they lied several times saying they billed and yet it was never completed. I believe this is fraud to us because instead of billing us/insurance co. they made us take out the loan to get our son admitted and now will not give us our money back. I have even asked to have the bills to submit them ourselves. I can not get you any bills to upload because they will not send them to us, my son or to the insurance agencies. Thanks.

  

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/13) */ Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received treatment in February 2022 for alcohol addiction. The facility handled my detox as expected. Lots of medication and sleep. However, the recovery part of the process there was so unhealthy for a person in recovery. I will highlight the many issues as so many to note 1. The medical dept is disorganised, unprofessional and overall incapable of their jobs. I was asked what medication I needed, given incorrect medication, wait times were over an hour plus every day, multiple times during the day. Facility solution to this was try to space medication times in evening to earlier. So giving sleeping meds at 8pm then asking patients to return to group until 9pm while they are knocked out on sleep meds. One patient got lost outside for 45 minutes and "us" residents had to find the person 2. I am a female and we had a "transgender" presenting as woman in the female wing. This person was "Full male" with all male parts displayed in shower area. How is that acceptable? I was beyond uncomfortable and caused undue stress 2. There was so much drama there between residents that counsellors could not control during sessions that whole groups were unsettled and focused on drama that was counter productive to treatment. Residents having affairs together, aggressive/controlling residents that counsellors could not handle. Residents there for treatment like myself had to leave group often as affected treatment 3. Accommodations poor to say the least. Not expecting 5 star or close. But very dirty overall 4. Several complaints were filed internally per facility suggested to address issues, result no change . Nursing remained incompetent, groups remained negative 5. Staff in facility, excluding counsellors, which would be another complaint, for the majority are completely unprofessional and treat residents as below them/minors/no respect. We are all there for addiction does not make us "sub class citizens" I always respected staff even when not respected

  

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/31) */ Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband was admitted to this facility for emergency alcohol detoxification. It was an urgent situation. Local hospitals were not admitting patients due to Covid restrictions. We were referred to ******* ***** and they agreed to accept him. He was admitted on October 29, 2021, transferred to a hospital on 10/30/21. He returned to ******* on 11/1/21 and remained there until his discharge to home on 11/23/21. I agreed to pay the $10,000 fee which was paid via my ******** credit card. I was not able to have contact with my husband for about 3 weeks. When I did speak to him he advised me that he had medical coverage for inpatient alcohol treatment. He took his insurance information to the business office and was told that they would contact the insurance company. They never did, I have asked for an itemize bill to submit for some reimbursement. I informed them that I was not disputing the charge but would like to seek some reimbursement from the insurance. They have refused to do so because it was considered private pay. My husband also sent a request for the medical record which was never provided. I just want the opportunity to be able to file for insurance, if it is less than the $10,000 I paid I am fine with that.

  

  Business response

  05/11/2022

  Business Response /* (1000, 7, 2022/04/28) */ Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern. Consumer Response /* (3000, 9, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business responded and provided medical records that were not relevant and added a $58 charge. The info requested is regard to alcohol treatment services provided such as counseling, group therapy, education, etc. I am interested in negotiating a fee acceptable to me and the facility. I feel they took advantage of a critical situation during the height of Covid and did not advise me that I would not be able to recoup some of what I paid from my insurance carrier. Business Response /* (4000, 11, 2022/05/04) */ Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern. Consumer Response /* (3000, 19, 2022/05/06) */ The facility has waived the medical record charge which I am thankful for. However we are overwhelmed with filing a request for insurance reimbursement. We are 78 years old and have no idea how to sort through the records. I still feel the facility should file the insurance claim. My husband was told during his stay that the insurance company claim would be filed by the facility. Evidently the facility feels that since they have received full payment they will not assist us in recouping some of the money we paid. We were taken advantage of during a critical medical situation complicated by Covid restrictions. Business Response /* (4000, 21, 2022/05/10) */ Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in a public forum. AAC will contact the consumer directly in an attempt to resolve this concern. Consumer Response /* (2000, 23, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I think all avenues have been explored. I do not believe I have any other recourse and will close this case.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After completing detox, I was given several recommendations for rehab / aftercare. I spoke to **** at the American Addiction Centers. 1.) **** checked my insurance and told me I would have Zero out of pocket. 2.) **** told me I would get counseling for me and my husband and son. 3.) I was told there would be vegetarian options at the facility 4.) I was told there is a pool and fitness center Here's what I got: 1.) a invoice for $300.00 dollars 2.) after being dropped off and admitted, I was told I could not have ANY visitors , even for counseling. I did not receive ANY counseling. 3.) there were NO vegetarian options. Yes, there was a salad bar, and a person sitting next to me found some hair in their food. This led to me losing more weight , and nothing to eat . 4.) the pool and fitness center was contingent on a exam, however that didn't happen until the last day I was there. 5.) my room had a air conditioning vent right over my bed. A Large vent. The room was freezing, and I started feeling like I was going to get bronchitis. I asked several times if there was a way to turn it off, or get me a different room. My plea went on deaf ears until I finally demanded to be discharched. This is a dual complaint: I was promised services that did not exist. I was billed $300 after I was told there is no out of pocket charge. I have called the billing number numerous times, only to be told "someone will call you back" The billing people are a 3rd party contractor. There was suppose to be a supervisor "*****" that was suppose to call and never did. Today I spoke to supervisor " ******" that told me it was MY responsibility to verify my insurance, even though her employee told me I was 100% covered! She told me I was sent a e-mail that stated there may be additional out of pocket fees. I'm not sure how I could've even received that since phone were limited to 15 minutes a day. Bottom line: their admitting personnel needs to provide honest information.

  

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/23) */ Contact Name and Title: ***** L****,ComplianceDir Contact Phone:************* Contact Email: ******@contactaac.com Due to federal privacy laws, we are unable to respond to this concern in a public forum. AAC will research the matter and contact the consumer directly with a response. Consumer Response /* (131, 11, 2022/03/08) */ The reply on this case says that the company will investigate and contact the consumer (me). I have been trying to get this resolved for months and left numerous messages, with no response. Do I need to open another case, or can this be re-old Ed since there is no resolution and no response from the company. Sent from my iPad Business Response /* (1000, 16, 2022/03/14) */ Contact Name and Title: ***** ***** Dir of Comp Contact Phone: XXXXXXXXXX Contact Email: ******@contactaac.com Due to federal privacy laws, AAC cannot respond to this concern in a public forum. We have issued a detailed response directly to the consumer. Consumer Response /* (3000, 18, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by ****, at American Addiction center that I would have Zero out of pocket cost , based on his checking my insurance. That was his job, and he lied to me. The response I got was that the recorded calls make clear this did not occur. Since I disagree, I would like to get a legal transcript of the recorded calls. Otherwise, it's a he said she said. I was in no position to call insurance companies while I was in detox. That's what ****s #1 job is, and he lied. Other responses: I was promised family counseling as well as one on one: response is that due to covid no visitors allowed! Again, **** lied. Covid restrictions were already in place, so why would he tell me I can get family counseling, and then I get admitted with no family visitation? My room was cold as an meat locker, and I am severely underweight. I complained numerous times and they did not offer a room change until I finally said I'm leaving. Yes, they offered extra blankets, but that doesn't solve a air conditioning vent blowing on me. The food response is questionable, since I was told there are vegetarian options. What I got was a salad bar that had a big piece of hair, soup that was down to that last scrapings, because my "floor" was the second to come down for food, and it was nasty by the time I got there.other items such as pool, gym were not accessible. The response said it was because of insufficient staffing and pool closed for winter. Another promise from **** that didn't happen. A last response from this place said phones are accessible. I did not say they were not at this facility. My point was that they were not accessible for me to research insurance, and overall customer satisfaction, because I was in a detox facility, and **** from American Addiction centers was suppose to be doing that. Also, the response on counseling indicated I had 1 hour of one-one-one counseling. The date is 9/15/21 the time I was trying to get out of there because I was freezing and starving and didn't have proper care. They did send some counselor, but her time was spent trying to get me to stay, it was not to finally give me the counseling I was promised. Other sessions were group. They were fine, but again, I was promised family counseling, and one on one. Bottom line: if there are recorded calls that prove I'm mistaken by the promises I was offered, I would like proof. I pay any bill I owe, but will not pay a bill for services I did not receive, or for admission under false pretenses Business Response /* (4000, 20, 2022/03/22) */ Due to federal privacy laws, AAC cannot respond to this concern in a public forum. AAC has again responded directly to the consumer to reiterate the requested information. Consumer Response /* (3000, 24, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was informed by ***** *****, who seemingly is the supervisor, that AAC does not provide "legal transcripts" of the phone conversation that they recorded of myself and their staff. If I am the patient, who authorizes being recorded, why does this company not allow me to view the transcripts, which CLEARLY state: I was promised zero out of pocket. I was also promised family counseling, for myself with my husband and son. That did not happen. I was given a room that was freezing, and I made many attempts to get them to fix the temperature, or switch my room. Along with that, I was promised vegetarian food : veggie Pattie's etc. there was nothing except a salad bar, that I sat down to and had a big piece of hair in it. I was down to 101 lbs and feeling like I'm getting bronchitis. The doctor on staff questioned why I was even there, since this is primarily a detox facility, and I had already gone through detox. It goes back to : I was promised by "****" at AAC that this is a place for for rehab, family counseling, & counseling with my husband. **** also tried to get me to enter a facility in Nevada (approx300 miles from my residence). I refused that idea because of the family counseling that was offered, and this location was less than 3 miles from my house! I entered this place BECAUSE they were suppose to offer counseling to have the tools needed to survive after detox. I am not the only one one that was also promised a pool and work out room. I also didn't appreciate a "security guard" who was MALE in my room at night flashing a flashlight into my face every hour. I AM NOT ALONE in this complaint. Bottom line: This place is a complete scam I have read multiple reviews of similar experiences. While I was in detox in Laguna Beach, it was not easy to go and check **** or ****** reviews, since we had very limited phone time. What I want for a resolution is to NOT pay the 300 bill , since I was PROMISED no out of pocket. My insurance already paid this company $1200,.00 for a day and a half of misery . Business Response /* (4000, 26, 2022/03/30) */ AAC takes consumer concerns very seriously and acts in accordance with all State and Federal Laws as well as HealthCare Standards. Due to federal privacy laws, AAC cannot respond to this concern in a public forum. However, we have issued multiple detailed responses, as well as verbal communication directly to the consumer. Consumer Response /* (4200, 28, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) American Addiction Centers promised me I would have ZERO out of pocket cost. THEY said they have a recording of the conversation of them making false statements and promises. Although they have the recording, they claim that they cannot let me listen to a taped discussion of Myself and them. They are being dishonest, and after researching several other complaint websites, I have found other similar complaints by people that were promised things and never received. I simply want them to write off the $300.00 out of pocket invoice I received weeks after being discharged. I do not owe it, and I am in disbelief of how a company that is supposed to help people is actually making them worse off then when they entered. I have spent many many phone calls with their billing dept (who is 3rd party company), and promised many times so one would call me back to no avail. I finally got ***** ***** on the phone live, which was a miracle because all these people do not seem to want to talk live. Just keep sending me the same bill. The response is not to my satisfaction, as I do not owe this money, and I do not appreciate being lied to.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9-12-2021 we paid River Oaks Treatment Center, LLC $10,000.00 for 30 days of in-patient treatment for our son's drug addiction rehabilitation. Our son left treatment after 7 days without them notifying me. After two days, my son decided to return to treatment which is very common with the disease of addiction. He was told he would have to pay again. I called the facility to let them know he still had 21 days paid for. Our son has been in 11 treatment centers that all allow you to return if you walk away and use the time remaining. I was told, they do not do this and we must pay again. this is totally unnacceptable. I would like our refund of $6993.00 due to our son being refused re-admittance for treatment already paid for. Addiction is a life-threatening disease and I feel this facility should not be allowed to operate in this manner.

  

  Business response

  10/28/2021

  Business Response /* (1000, 10, 2021/10/22) */ Contact Name and Title: Jason L**** Contact Phone: ********** Contact Email: jl****@contactaac.com We are happy to look into this concern and discuss the issue directly with the complainant. Due to patient privacy laws, we cannot issue a response in a public forum.

• Initial Complaint

  08/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got to Desert Hope on 07/19/21. The first week I was there 1 patient overdosed on Fentanyl. The nurses had to run to the 1st floor to get the Narcan while waiting for EMS. I was wrongfully discharged on 07/30/21 which I am sure I will seek council for. I was supposed to be there for 30 days. They are trying to make me pay for the full 30 days. I told them I would pay for the days that I was there-no more. I think it's wrong to make someone pay for services that were not rendered. This company doesn't care about the patients- only the money they bring in. The night I was discharged, I was forced to stay in my room for hours until my flight was ready. I was not given any dinner and $100 worth of my items were taken w/o my knowledge. The Joint Commission needs to investigate this facility as I saw so many things wrong. I will probably have to hire an attorney to get my money back as the company will not work with me and is still demanding that I pay the full amount.

  

  Business response

  08/20/2021

  Business Response /* (1000, 11, 2021/08/18) */ Contact Name and Title: Jason L****, Dir. of Comp Contact Phone: ************ Contact Email: jl****@contactaac.com Due to privacy laws, AAC is unable to respond to this complaint in a public forum. AAC has directly responded to the complainant. Consumer Response /* (2000, 13, 2021/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel that the response was fair considering what I had to go through.

*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. ↩