Complaints

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:11/07/2024

  Type:Billing 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.

  Upon reviewing my business bank account details for the year, I saw three fraudulent charges from Acadia Healthcare. The charges also include the logo, so I am sure it was this company or at least someone very carefully posing as them: ***************************************. The charges totaled $3,354.25. I have never heard of this company until today and did NOT obtain any services from them.I called the company, and they said that in 2016 I was in treatment with them at a center in *********, a state which I have never even driven through, and at which time this bank account which they are debiting didn't even exist.They gave me a "corporate" number to call which only allowed voicemails and did not have a real person to speak to. I have now called my bank to deal with the issue, and they had to freeze my account. Already I have more than 3 hours into dealing with this issue, I will have to order, pay for and wait for all new checks, I have 2 checks out that might bounce because of the freeze, and I will have to spend at least 4 hours tomorrow setting up a new account, not to mention updating all of my subscriptions to the new account. One charge was in February, one in June and the third in September, totaling $3,354.25, and I will have to pay for new checks ($40+) and may have 2 checks bounce ($60). Also, one of the checks pays an account which offers a 2% discount for early payment, which this month would total around $200. So the actual total is approximately $3,654.25 plus at least 8 hours to resolve the entire issue, if not much more. This is a HUGE hassle and a ton of money. It is shocking that they do not even have a human available to speak to someone when something fraudulent has occurred.

  Business Response

  Date: 11/12/2024

  I have been in contact with Mr. ***** this morning asking for his bank records showing these charges made to his credit card.  We have over 240 facilities so need to narrow it down.  I will update the BBB and Mr. ***** once the issue has been rectified.  thank you

  Business Response

  Date: 11/13/2024

  **** ******* sent info on the 3 transactions.  We have reviewed our banking files for those days and there are no transactions posted on our side.   Mr. ******* will need to work with his bank directly on this issue. I have informed him of this today, Nov 13th.  thank you

• Initial Complaint

  Date:07/16/2024

  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.

  I voluntarily admitted myself to this treatment center, but after 2 days met with their clinical director, a case manager and an intake therapist to be discharged due to negligent care (needs not being met, issues with meeting with a therapist and scheduling in general). The clinical director began the conversation telling me he was POd about the therapist having not met with me, and expressed understanding in my leaving. I was not informed at that time of any consequences to me for leaving. After discharge (5/24/24), I was charged $4,148.59 for care. I inquired with The Refuges clinical and financial director, who informed us that insurance would process the claim and that refunding any amount was out of their hands, and up to insurance processing (the clinical director also forgot our discussion leading up to discharge, though I reminded him there were other witnesses present). I reached out to my insurance yesterday (7/9/24), who informed me that they had processed my claim days before I had spoken with The Refuge; that they (BCBS) had no more financial obligation but that any money paid to The Refuge by me out of pocket ought to be returned, as the facility was in network and that sort of billing made unnecessary. I was provided with the specific billing info (EOB, total amount to be paid by me was $197.00) and told to use it as ammunition to get the difference back. *** left another message with their financial director ***************** (he has yet to ever answer his phone, Ive only been able to get in touch with him when the clinical director personally transferred me to him).

  Business Response

  Date: 07/17/2024

  The client spoke to the facility 2 weeks ago.  Financial Counselor, ***********************, spoke to the client's sister last week regarding the refund that is in process.  The refund has been put in AP to process as of 7/16/24.  ************* Counselor, *******, will be reaching out to the client today to confirm that the refund is in process.

• Initial Complaint

  Date:04/20/2023

  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.

  As of this morning I'm being discharged from Azure Acres, where their director, ****, explained my insurance company has refused to pay. I've been here 36hrs in a program their website states is 30 days. Their admissions Counselor, ******* was aware of the similar issue I just had at another Acadia Facility, the Camp, where I was told my insurance wouldn't cover the treatment I came for.I have co-ocurring disorders and require psychiatric care and therapy. I explained the problem I'd had at The Camp to ******* who stated she'd contact her director to ensure it wouldn't happen again. She called back to tell me I'd be seeing a therapist twice a week and the fact that I'd just left the Camp wouldn't be a problem.So far, very little of what Acadia's admissions staff has told me has turned out to be true.While the on-site staff at their facilties, especially Elle, a therapist at the Camp (whom I did get one session with), seem to be great, this experience has been stressful and disappointing. My limited contact with their UM **** has not helped. Overall transparency and communication regarding the treatment I was to receive has been sorely lacking.

  Business Response

  Date: 05/02/2023

  The client was informed by intake about services offered at Azure during his stay provided and dependent upon his insurance company's willingness to fund him at the level of care he entered treatment at. Our client entered treatment over the weekend and when our UM department called him in to seek authorization to treat, we were informed by the insurance company that they were only willing to fund their member at the lower level of care of PHP.  The Program Director met with client as soon as this notification was made to explore options of Peer Review/Private Pay or following the recommendation of the insurance and be funded for treatment at PHP LOC. The client made the decision to follow the recommendation of his insurance as PP funding was not available to him at this time. While in residential for 48 hours client received a psych assessment and a medical assessment and no mention was made by client that he was in desperate need of therapy and psych services, however when he got to PHP and had his appointment with our medical provider, he stated he had an acute need for therapy and psych services. Since we have an ethical obligation to wise and prudent use of his resources a determination was made cease treatment at our facility and  to transfer this client to a higher level of care where he could receive such services.Referrals were provided to client and he was provided transport by our Program Director to Aurora outpatient psychiatric hospital in **************. 

• Initial Complaint

  Date:11/08/2022

  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.

  I am on a cash pay contract, I pay monthly $400. Despite being in a contract Acadia charged my insurance $19,000 for services Id already paid for. Doubling up on billing. With a copay of nearly $7,700 from my insurance to date. I was told for 5 months I had to use my insurance despite my contract, I was bullied manipulated and lied to from the office workers who insisted I had no cash pay amount owed and my insurance couldnt be removed, despite my many hours weeks and months requesting removal. Due to insurance being added without my acknowledgment I was upset. After calling corporate and informing staff this is insurance fraud, my cash pay balance of allegedly $0.00 from the months of being forced to use insurance was now $2,600 and my carries revoked from m27 monthly to m13 twice a month. Unexpectedly, this high balance effective September 16th. 100% compliance for years. My medication has been skipped multiple days as my work schedule is set 1-2 months in advance. As $2,700 at one time cannot be paid, my carries are gone for good due to the staffs negligence, lack of accountability and irresponsible lies this very small issue couldve been resolved the first time being asked to remove the insurance. This is a sad outcome as I once respected Acadia as a place I felt did great reconstruction in my life but now its a dreadful anxiety ridden situation to encounter each time I need to come in. My desired outcome would be a cash resolution for compensation with my m27 reactivated.

  Business Response

  Date: 11/18/2022

  I have tried to reach out to this patient twice with no response since I received the initial complaint.  I need to know which facility she has been in so I can address with their staff and provide a response to the complaint.

• Initial Complaint

  Date:09/14/2022

  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.

  For two years, my insurance was double and triple charged. I was pushed to the side and told my medication would be witheld if I didnt pay the $175 each week they were billing my insurance when self pay is only $80. I felt like I was trapped, it was either let them steal from me or keep my money and be deathly sick and possibly have seizures because they refused my medication. Finally, 3 months ago, I was told that they did in fact wrongfully take my money from me and I was owed the money back and I would have it soon. Finally, after 2 months of being told nothing, I started to call and complain again. I was told on August 17 that my $3,100 that was owed to me would be given to me in a week. It is now September 14 and no one will tell me where my check is. I was in each day to get my money and each day I'm either told that they don't know where it is, corporate won't answer, or it's lost somewhere. Two years of theft and they still refuse to pay me back. Theyve caused me financial problems, missed days of work, and tons of stress. I've had to call my lawyer and he told me to give this one last try, by reporting to the BBB, since i've already contacted corporate, *****, ** dept of human health and nothing has been done. If I don't have my promised $3,100 before 09/16, I am filing a lawsuit and will be compensated for what i'm owed plus the missed days of work & all the hardship and pain and suffering me and my family have endured by the torture this company has done to me. You people are truly evil, my daughters birthday weekend was destroyed because of you lying to me. You've done nothing but take money from me illegally for years and now you keep toying with me and refuse to give my money back. IT WILL NOT BE USED AS A CREDIT, GIVE ME MY MONEY BACK!!! 2 years is long enough! Front office keeps saying Acadia wont send my check, IF I HAVE TO FILE A LAWSUIT, I'M GOING FOR EVERYTHING IVE LOST BECAUSE OF THIS COMPANY!

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/15) */ The Regional Director spoke to the patient on 9/14/22 and confirmed the exact refund amount. The refund will be processed and sent to the clinic by the end of this week and will be available for her to pick up the week of Sept 19-23rd. Patient was satisfied with this response and thanked the RD.

• Initial Complaint

  Date:06/21/2022

  Type:Billing 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.

  I was one of the first patients at ******************************** ran by Acadia Health headquartered in Franklin, TN. I have been trying to get my reimbursement of $******* for nearly the entire year! I have been patient, saw them thru the bumps and chaos of first opening and cannot get a real answer as to what is happening. My concern is the litigation in ************* that was settled for precedent amount in the Millions. They double billed there and evidently they seem to be doing the same. Calls are never returned, Do they think they can get away with this in Tennessee as well? Not as long as I breathe, I work too hard for $**** to just be gone when my insurance is accepted. Very shady indeed Acadia, ready for another lawsuit?

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/06/22) */ Our Clarksville Clinic has reviewed the patient's account and will be issuing a refund request to our AP dept. The clinic will notify the patient when the check is ready to pick up. Thank you. Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been hearing this all year, i have been checking on rhis refund since beginning of year,maybe this time it will be true. I hope it is. Thanks you

• Initial Complaint

  Date:05/06/2022

  Type:Customer Service 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.

  My fiance and I currently attend ******** ******* treatment center. I have been paying cash for both of us our insurance went thru and is backdated to which we are owed a refund. The money is just sitting in our accounts and has been for a couple weeks already. It totals ***$. ***$ in my fiance's acct and****$ in mine.I was told by the treatment center that it can take over 2 months. That is unacceptable, if I wasn't able to just go without paying then they shouldn't have the right to hold on to money that is not theirs for however long they feel like. It does NOT take 2 months to process a debit card refund or any kind of refund for that matter. Unless they are double billing people charging their insurance and taking their cash payments anyway.

  Business Response

  Date: 05/16/2022

  Business Response /* (1000, 5, 2022/05/12) */ Patient's refund was completed on 5/12/22. Consumer Response /* (2000, 7, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got my full refund a couple days ago I had already sent an email letting bbb know it had been resolved. Thank you to both ****** and BBB