ComplaintsforJourneyPure

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They did not give any of the treatment modalities that are on their website. No family therapy or involvement allowed. Gave me an extremely high dose of Suboxone when I was never on Opioids. Now I'm addicted to Suboxone. They started me on four different strong medications in one day that had me zombified. Their neglect and lack of security allow drugs and other deadly contraband to be readily accessible by patients. Valuables that I brought in were missing when I left the facility. Staff complains about being underpaid and disliking their jobs. They were also always belittling patients and harassing them. I would give them 0 stars if I could!

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was told by ******** who answers the phone that my insurance was accepted by JourneyPure. Im now getting EOBs stating they are out of network with my insurance. I had fully met my deductible and insurance prior to going to JourneyPure so I had expected everything to be fully covered. Otherwise I would have gone somewhere else. I have tried contacted the company multiple times over the last couple of months and no one will call me back. I want this resolved immediately.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My wife and I checked my daughter (********) into JourneyPure Murfreesboro on February 5th. This was done after JourneyPure had received approval from her insurance company for a 28-day rehab program. On February 7th a woman in the financial department called me requesting the patient portion of payment for the 28-day program which was $2,300. The woman advised me if I paid the entire balance up front, I would get a 10% discount, making the total $2,070. I gave her my debit card information and paid $2,070 at that time. On either the 15th or 16th I received a call from the same woman (with my daughter in the room) advising that the insurance had re-evaluated the case and only approve 14 days, cutting the program from 28 days to 14 days and was advised after the insurance paid, we would receive a refund of the difference that we owed. May 23rd we received a bill and my wife called and when she spoke with *****, she was advised that the $2,070 payment was never entered and when it is entered it left us with a credit balance of $1,254.24. After numerous calls where we had to leave a message and never received a call back, my wife finally talked to ***** again and she said the refund had been approved and was submitted to the refund department. My wife asked why they just don't send our refund and was told that they don't do it automatically, that we would have to continue to call them over and over to get the refund. My wife called on July 26th, Sept 11th, and December 1st leaving a message for a return call each time, but never getting a return call. This has gone on for 10 months and they have known they owe us a refund of $1,254.24 for 7 months.

  Business response

  01/31/2024

  I am currently speaking with our billing company about this account. I truly apologize for any delay. I will contact you directly once I hear back from them. 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  JourneyPure was enlisted to provide *** treatment services to the author of this complaint. The date of the transaction in question is 06/10/2020. JourneyPure has issued charges thereabouts of $500.00. I have reasonable suspicion the charges should have been submitted to the insurance carrier at the time and covered. I have now been contacted by *** Collections advising me that they intend to progress to litigation over this charge. JourneyPure did not provide the services they were enlisted to provide, and that insurance carriers, accredation agencies, and the state(s) of operation expect. During the stay, they threatened to withold needed medication. In addition, during the entire 30 day length of treatment, and after numerous complaints, a therapist was not assigned to the author until the very last day of treatment. The most important aspect of *** remediation was not provided. I expect this charge to either be submitted to the insurance company and covered that way, or I expect JourneyPure to erase the debt entirely. I wish for this to be settled amicably via the BBB. If not I will have to voice my concerns over the mistreatment and misrepresentation of service journeypure offers to ****, my insurance carrier, the state of KENTUCKY, and my peers in the *** rehabilitation community.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October 1 of last year, Journeypure accepted a deposit for off campus housing in the amount of $2800. The business office manager, ******** *******, told me if I were hospitalized before I was transferred to off campus housing, they would refund my money. So I paid the amount in full. I was hospitalized 5 days later for nearly a month. To date, after I have begged, pleaded, cajoled and threatened month after month, but I have yet to receive a refund. They have repeatedly told me it'll be 2-4 weeks. Liars! Having worked in the collection industry for the last 20 years I have seen this game being played before. As long as I don't file suit before the statute of limitation expires, they have every intention of keeping my money. I WILL get my refund. I have a list of 50 collections attorneys that do business with my agency and I will sue and win. At this point, I'm inclined to drag Journeypure through the mud on principle alone.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I will preface to say that my husband's experience with this facility was fantastic and we would not change anything because it led to sobriety. However the billing department is absolutely ridiculous. We had insurance where we had already met our deductible AND out of pocket maximum for the year, yet they still required us to pay $500 up front for "housing." That was fine, I paid it the first week he was there and then they called and said we would be getting a $245 refund. Then they called back and said no, it's actually $145. Well, it's been four months and I've yet to receive anything. I've called and left multiple messages and communicated with the counselors that do follow up checks and requested someone from billing call and have received zero responses. You can't speak to a human when you call there unless your choose the option for admissions, which isn't helpful because they are basically a call center and can't transfer you to a department. I am seeking my deserved refund.

  Business response

  06/06/2022

  Business Response /* (1000, 14, 2022/05/31) */ Contact has been made with the complaintant and the refund issued as of May 31.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a patient at journeypure and upon discharge found out that a tech there had released my personal cell phone to another patient that claimed it was theirs. They were not supposed to release my property to anyone else. This is a $250 cell phone and now I'm having to go without a phone while hoping the person that stole my phone returns it. I'm afraid this person that stole my phone will not return my phone and I'm requesting reimbursement for the cost of my phone so that I can purchase another one so that I have a way to set up appointments and job interviews. This is journeypures fault and I hope they make it right. This was at the Knoxville php location

  Business response

  06/01/2022

  Business Response /* (1000, 10, 2022/05/26) */ The individual remains in our care, and our Executive Director has received no direct complaint. Our team is following up to see if there is anything needed to resolve Ms ***** complaint.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This facility is the most corrupt I have ever dealt with. When you pay upfront, they claim they will then contact your insurance company for reimbursement and make sure your insurance is in the network. I have battled with them for over 3 years, the latest being March 11, 2022. I'm a disabled veteran and sought care in November 2019. A refund has been due to me since that date and nothing has been done. I contacted my insurance company, ******* ****, and they informed me the filing was done after a year and all that needs to be completed is the Timely Filing Waiver and everything will be reimbursed to me. Every time I try to contact the facility, I'm passed around from one person to the next, they promise to call me back and nothing has been done. Once the Timely Filing Waiver has been completed, the funds will be released to me by my insurance company. The VP has informed the staff to lie to me and even went so far as to release an email stating the wire transfer was submitted and I was to receive it on March 22, 2022. Nothing was deposited and nobody will return my phone calls or emails. I was told they do not deny they owe me the money but are having a cash flow at the moment. If they would simply file the Timely Filing Waiver, ******* would issue me my reimbursement and JourneyPure would be allowed to submit the full bill and receive their reimbursement.

  Business response

  05/31/2022

  Business Response /* (1000, 12, 2022/05/26) */ We recognize that this complaint had been ongoing prior to our ownership of the platform. We apologize for the delay and as soon as we were made aware of the claim we put steps in motion to bring to a conclusion. A check was issued on 4/25/22 and has been cashed. Consumer Response /* (2000, 14, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the check was finally sent out, it was short almost $500.oo. At this point, I'm just glad to have it over and done with. They claim they acted as soon as they were aware and that is farthest from the truth. It took me over 3 years to get any sort of answer. The company took over in April of 2021 and if I was not diligent in my inquiries, I would never have received the reimbursement. After the new company bought them, It took over a year to get the check via *****- hardly a timely manner. I accepted the check and am relieved to finally be done with this company.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter was admitted for treatment to Journey Pure from September 11, 2021, to October 11, 2021. When I spoke with the financial person in admissions after my daughter was there, we were told our insurance would not cover the partial hospital (PHP) of the program. They estimated that she would need 16 days of this and that if I paid the total upfront I would get a 10% discount. I was also told that they were going to include a $1,250 insurance deductible on what we owed, even though I told them that the family insurance deductible was already met for the year and she would no longer need to pay that. They would not accept that answer. I expressed concern about overpaying them and I was assured that 60 days following my daughter's discharge when insurance was finalized I would be given my overpayment back. I reluctantly agreed because my daughter was already admitted and needed help. I was told PHP was $450/day x 16 days = $7,200 + $1,250 (the insurance deductible which I told them was already paid) = $8,450 - $845 (the 10% discount for paying in advance) = $7,605 which is what I paid. My daughter only used 10 days of PHP so we should be getting 6 days refunded $2,700 ( $450/day) + the $1,250 deductible = $3,950 - $395 (the 10% discount I received for advance payment) = $3,555. Sixty days after discharge no money as promised. I spoke & emailed with Journey Pure at length over several days January 10-12, 2022 to discuss where the refund was and how much I should receive. They did not agree with my calculation and claimed they only owe $3,150 (basically taking away the 10% discount I was promised for paying ahead of time) and that was final and claimed that they had already discounted the $450 rate by more than 40% originally out of courtesy and they were not going to discount any further (the 10% pay ahead) and only giving $3,150. I have called, emailed, and have been passed ****** since January and still as of today have no money refunded.

  Business response

  06/01/2022

  Business Response /* (1000, 18, 2022/05/28) */ Apologies but this case originated prior to our ownership. THe refund has been sent into our Accounts Payable for processing and should be realized within 2 weeks. Consumer Response /* (2000, 20, 2022/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a check today for the amount of $3,150 which was not the total expected but it is the amount that I stated I would settle for. As long as the check clears, I am happy to close this complaint that took nearly 6 months to resolve.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife ****** ******** went hear for treatment and left early as she was not getting the help she needed. 11/19/2021 we paid $495 in advance for the last week of outpatient treatment not covered by insurance. The facility was supposed to refund to my FSA card but have not and I've called 5times but no one will answer the phone or call me back. Not sure why but they are unwilling to communicate with me to resolve the issue.

  Business response

  06/01/2022

  Business Response /* (1000, 14, 2022/05/26) */ We received the complaint on 2/28/22 and the refund was processed on 5/6/22. Apologies for what felt like an extended delay.

*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. ↩