ComplaintsforAllen Psychiatry

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 17-year-old daughter was referred to Allen Psychiatry for medication management. I completed the paperwork and was informed that her appointment would be virtual. They sent me a request to complete paperwork or the appointment would be canceled even though I could not get into the system. Once I completed it after calling for assistance, their system continued to send me requests. I contacted their office again, and I was told that there was a problem with their system and to ignore any further notices. One of the emails they sent me stated that I would need to pay $223.00 for the session despite being double-insured by BCBS. The day before the appointment, I was contacted by their office and told that my card had been declined since they were charging before the appointment which was the next day. I asked her how much it would be and was informed of the price of $223.00. Since I was at work, I asked if I could call them back and they said it would need to be before 3 pm. Once I reviewed their emails, I did see the price of the session and checked their website to see if they saw clients in person, however, this was not advertised as "virtual services only." On their site, it states that they only see adults ages 18 and up. I called them back and asked about the discrepancies and what would be included in my child's virtual appointment and that I didn't believe it was appropriate to only see her virtually since she'd just gotten out of the mental hospital. I asked if they did in person and she said rarely. I informed them of the age requirement on their site and she stated that since my daughter would be 18 in March then sometimes they still saw clients at this age. I was informed that canceling would be $150 and if I kept additional appointments then I'd have to meet my $750 deductible to get a lower price. I decided to cancel but believe that paying the $150 is not necessary since my daughter is underage and virtual only was not advertised on their website.

  Business response

  02/10/2024

  Client's guardian called to schedule appointment and agreed to appointment after agreeing to no show and cancellation policies, and agreed to the appointment being virtual. Primary insurance quoted deductible, and the insurance portal does not show secondary on file. Client's guardian was informed a card was on file by 3pm on 1/24. A text was also sent. Email reminders for appointment sent on 1/16, 1/17, 1/22 and 1/24. The emails also include the cancellation policy listed. Signed consent on file for guardian of client agreeing to cancellation policies on file, requiring 48 hours notice for cancellations. Documents can be provided upon request. 

  Client's guardian later called to cancel the appointment and agreed to cancellation fee for being under 24 hours. 

  Provider will send courtesy refund to client's guardian via check by mail to the address on file. 

  Business response

  02/11/2024

  We did send an invoice via Square for $150 for late cancellation fee as per our policies that client agreed to. However, the invoice was never paid and we have just cancelled the invoice. In short, no fee was ever charged or collected and we are waiving it for this instance. 

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