ComplaintsforInfinite Recovery Drug Rehab - Austin

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As an organization, Infinite Recovery prides themselves on serving ethical treatment and billing processes as well as the integrity that comes along with providing a safe environment for the population they serve. This was NOT the case with my spouse ***************************** and Myself *******************************. Infinite Recovery failed to update me (The Primary ROI) on my husbands' treatment and wellbeing. I had to be the one to contact several people with the organization and still got no answers. Infinite has denied my spouse a copy of his contract, a copy of his treatment plan and denied the right of changing his plan. ******* was also denied speaking with the billing depart and was told staff was too busy. On several occasions he was denied the opportunity to file grievances and was directed by staff to not tell me what was going on at the rehab center in his letters and was denied the right to call me on several occasions. Both ******* and I ended up speaking with the unit director and made our complaints known and they should be on record to validate these complaints. I also have text messages and emails asking about the contracts and my husband's wellbeing and why I have not been updated as I should. The unit Director ended up cursing out ******* (a patient) and was extremely unprofessional as an employee. My spouse reported to ***** about another person threating to kill him during his stay and he did nothing but badger him stating " are you in fear, are you afraid" YES, HE WAS, HE WAS UNSAFE THERE AND REPORTED IT! We are asking for a refund of his unused treatment days and for a copy of his contract and medical records as he and I have been asking but they do not respond in writing only to verbal say they are busy. This Organization violated many of his rights and needs to be investigated.

  Business response

  11/03/2023

  Dear ********, 
  
  We take your concerns seriously, and we deeply regret any inconvenience and frustration you have experienced and are saddened that the experience did not meet your expectations. 
  
  We are committed to investigating and addressing these issues. We are already taking immediate action to: 
  
  1. Provide the requested copy of the contract with the financial guarantor.
  2. Investigate the incident with the unit director. 
  3. Address the concerns about your husband's safety and well-being during his stay.  
  4. Provide copies of treatment plan/medical records according to the process laid out in the client binder with regard to medical records requests. This will take action on the part of the client before initiation to protect confidentiality. 
  
  Please be assured that we take these concerns very seriously, and we are committed to investigating the issues you have raised. We will also review our policies and procedures and re-train staff if necessary. A member of our team will be in direct contact with your husband to ensure his records, your concerns, and the requested refund are addressed promptly and professionally and issued to the appropriate party. 
  
  Once again, we apologize for any distress this situation has caused you and your husband. We value your feedback, and we are dedicated to improving the quality of our services to better serve our clients. Thank you for bringing this matter to our attention.
  
  Sincerely, 
  *******************
  Treatment Center Administrator
  Infinite Recovery

  Customer response

  11/06/2023

  Complaint: 20804663
  
  I am rejecting this response because:

  In order from 1-4 of infinite's response:

  1. Your response denies ******* a copy of his financial contract which is illegal and a violation of his rights. This contract is regarding treatment done to/for *****************************, which he has the right to view and audit for accuracy (not just his guarantor) all parties are financially responsible has he is not a minor and is an adult, this needs to be sent to both him and his guarantor.

  2. ******* will need to know the outcome of this investigation and what will be done. At this time nothing has been done.

  3. As of now no one has addressed *******'s concerns of his safety and well-being during his stay at Infinite Recovery. Which ultimately is the reason he left. At this time nothing has been done.

  4. No one has reached out to provide any copies of the following: Financial agreement and what those services entail, copies of treatment plans/medical records etc. ******* is aware there is a certain process to obtain them and has even reached out again on 11/5/23 to the provided screenshot number requesting these documents with no response on how to obtain them, another violation of his rights from the organization.

    Lastly, a member of your team has yet to contact ************;directly to apologize, speak about or obtain docs on any of these issues, but ******* has reached out to several people. ******* has a right to know what will be refunded to his guarantor as those were services/treatments pertaining to him (the client/patient). The distress and violation's done to *******- by your organization are both unethical and negligent and are grounds for a lawsuit if you choose not to comply. At this time, we look forward to your timely response.

   

  Regards,
  
  *******************************

  
  
  

  Business response

  11/15/2023

  Savannah,
  I have sent the records and contract to ******* by email. The guarantor received a copy as well upon completion of the signature executing the contract. If the financially responsible party needs another copy sent, I would be happy to send that as well.

  Internal investigation records are kept private to ensure confidentiality for staff and clients alike. But I assure you that we have looked at the situation thoroughly and have taken/will take action, if necessary. 

  We have reached out on more than one occasion to make contact with ******* but have been unable to reach him despite leaving messages for return calls.
  

  As stated before, the financial agreement and chart which includes the treatment plan, have been emailed to *******. Prior to that, he was given my direct email and office number to call regarding his stay here and he declined. As requested by ******* in that email communication, I had his counselor reach out to follow up on his request and he was unable to make contact but left a  voicemail.
  

  The process for requesting records is explained in the client handbook and there has been no effort to follow that process. Text messaging is not an alternative method to request the records.
  

  We wish you both well going forward and are saddened that ******** experience did not meet his nor your expectations. We continually look at feedback from families and clients to improve our services and we appreciate the opportunity to look into your complaints and identify potential areas for growth.

  Customer response

  11/19/2023

  Complaint: 20804663
  ****,

  I am rejecting this response as your response on stating you have reached out to ******* on more than one occasion is moot. ******* only has one call / voicemail from your organization. Unless it is normal for your employees to call with their number being blocked and to not leave a voicemail then in fact ******* would not know who is calling and to why- is that normal practice? In addition to your response, you finally gave ******* the documents he requested claiming he didn't go through the correct process, but you leave out how he initially started his request when he was a client in treatment, and he was going through the correct process but was denied access to them and lied to by multiple employees.

  To hide behind policy then to send the documents anyways without "the correct process." just shows how much you did violate his rights on ground of negligence. This organization has given little effort to resolve issues and only did so after having to ask multiple times. Furthermore, to give a client a behavioral discharge from an incident that occurred 72 hours prior only shows that you're using that incident as retaliation, if the incident was that bad, he should have been discharged immediately and his PROI would have been contacted and made aware of the incident and I was not( Again I was hardly ever contacted and if I received information it was me calling the organization).

  We wish that going forward your employees are trained on being professional and following policies and procedures as stated previously when employees such as directors and family specialist lie and curse out clients and badger them it is unacceptable and leaves to an unhealthy communication for the client. My further complaints will be taken with the state.

  Regards,
  
  *******************************

• Initial Complaint

  11/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Infinite Recovery Counselor ****************************** threatened to tell my wife about my past instances of infidelity if I did not go to their next level of treatment program ($20,000 for 30 days). This organization is an alcohol and drug treatment company. I spent 23 days at their facilities ($30,000), and was pressured by the counselor to go to next step Partial Hospitalization Program (PHP) or he would disclose all my confidential information to her. I believe the company knows full well what their counselors do and/ or they have no oversite in place.

  Business response

  12/01/2021

  *****,

  We have looked into your case.  As an organization,Infinite Recovery prides ourselves on ethical treatment and billing processes as well as the integrity that comes along with providing a safe environment for the population we serve.  It is unfortunate that you came away from this experience with a negative perception of Infinite Recovery and its staff. 
  
  Infinite Recovery has reviewed your case and records extensively and there is no mention of the claims that you are making against the counselors or the organization as a whole. 
  
  The services rendered at Infinite Recovery are being billed as stated in your financial agreement and do not include any charges for services not rendered nor for levels of care that were not attended. We have sent the financial contract for you to review as well as the other items you requested from the organization.
  
  We firmly attest to a full continuum of care providing the greatest outcome for long term sobriety.  Infinite Recovery bases this on  numerous studies and data, as well as our own internal outcome measures.

   

  Kind ********************************************************* Administrator

  Customer response

  12/02/2021

  Complaint: 16163892
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  Infinite Recovery uses a system of intimidation to compel clients into the *** program.  Four days before my release my wife was ready to pick me up at the ************ location. Two days later your counselor orchestrated a zoom call with my wife and family. Everybody was convinced that suddenly I needed the extra care at ***.  Upon my denial for *** ($20,000) Your counselor then threatened to notify my wife of my past infidelities on 4 occasions, once in front of my case manager..  If I am not refunded the full $30,000 + $20,000 for the initial treatment and ***. I am prepared to retain a lawyer and notify Aetna. Also, there are other mistakes made that I have not yet disclosed.

  
  Sincerely,
  *****************
  
  

  Business response

  12/14/2021

  *****, 

  Once all the claims have processed from your stay at Infinite Recovery, we will be able to determine if there is a refund due.  As it stands now, you were never charged for the *** level of care, so a refund would not be available since you never participated in nor were ever charged for that level of care. 

  Regards, 

  *******************

  Treatment Center Administrator

  Customer response

  12/15/2021

  Complaint: 16163892
  
  I am rejecting this response because:waiting on refund for initial 21 day treatment made fully to myself. Other entities will be refunded by me.
  
  Regards,
  
  *********************

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