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:07/28/2024

  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.

  I left Connections Wellness in December of 2023, and paid $288.99 in January of 2024 to settle the balance on my account. Later, I was called by the billing department, and they told me I owed $490, which is egregious. After many questions, they finally told me that all of these charges, five total, were for sessions I had before, but they were added to my account late. Two of these charges hadn't been submitted to my insurance and were $200 each. After a lot of back and forth, I paid $90 for the three charges that were submitted to my insurance and was assured over the phone and by email that the remaining $400 would be resubmitted to my insurance and to disregard the bill. Now I have received a letter in the mail charging me $430 when it was supposed to be a maximum of $60. I have checked my insurance and they never resubmitted the claim.

  Business Response

  Date: 08/07/2024

  Thank you for taking the time to provide us with this feedback. Were sorry to hear about your experience. Were committed to helping all patients. We will reach out via the contact information you provided to see if you would like to speak to a supervisor to address your specific needs more directly. Thank you for choosing Connections Wellness Group and we look forward to bringing resolution to your concerns.

• Initial Complaint

  Date:07/22/2024

  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.

  Transaction dates: 12/1/2023 and 12/11/2023 Original amount owed total: $80.00 Agreed upon balance to pay in full: $40.00 Balance paid 5/28/2024

  Business Response

  Date: 08/07/2024

  Hello. Thank you for taking the time to provide us with this feedback. Were sorry to hear about your experience with the delay in processing the remainder on your account. The $40 settlement discount in question was applied July 22nd. Coincidentally, July 22nd is the date on the letter we received from BBB. We will reach out to you directly using the contact information you provided as an open channel for communication with a Billing supervisor. Thank you for choosing Connections Wellness Group and for allowing us to address your concerns.

• Initial Complaint

  Date:04/30/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 contacted Connections Wellness Group seeking help with developing coping skills for ADHD, after finding their contact information through my insurance provider. I explained my situation to the scheduler, emphasizing my need for in-depth support on ADHD, especially if I couldn't continue with medication. The scheduler assured me that all their therapists could help with ADHD. Despite my doubts, I decided to schedule an appointment, thinking I could always change my mind later.I scheduled a virtual appointment for April 15th, but on April 13th, I called to cancel. Unfortunately, I had to leave multiple messages and was unable to get through. Finally, on the morning of April 15th, someone called me back and cancelled the appointment. I mentioned I wouldn't be rescheduling.However, on April 20th, I received a text about an upcoming appointment on April 22nd, which I definitely didn't schedule. I called, but after being disconnected multiple times, I left another voicemail. Finally, someone called me back on the morning of April 22nd. I explained I hadn't scheduled the appointment and wouldn't be attending. They said it was due to their scheduling "protocol" and if I decided to use Connections in the future, they'd do the same. This was news to me; had I known, I would've made sure to cancel every appointment.On April 23rd, I noticed a $100 cancellation fee for the appointment on April 22nd, which I didn't schedule. I called the billing department, but the person I spoke to was condescending, insisting it was my mistake. This whole situation has been incredibly stressful and frustrating, and it's taken a toll on my mental health. The cancellation policy, along with the automatic scheduling and the impossible phone system, felt predatory. There's no reason for a mental health support business to implement such vague and complicated processes, unless they're intentionally taking advantage of vulnerable individuals seeking care. This business is predatory and vile.

• Initial Complaint

  Date:04/23/2024

  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.

  This company is billing incorrectly and then harassing their customers to overpay.On March 1, I contacted them about a change of insurance for both my individual and couples therapy accounts.On March 29, I was issued a huge bill because they charged to the wrong insurance.On March 29, I received a reply via email that "We apologize for the inconvenience, we have verified the claims from 03/07/2024 that were billed incorrectly, allow us some time, will go ahead and send this for insurance billing review, meanwhile please disregard the statements."Despite them admitting their mistake and instructing me to ignore the bill, I have not stopped being called, texted, and emailed about this bill.I have had roughly two dozen calls from them. I have repeatedly explained the same thing over and over. They refuse to correct their mistake and instead continue to harass me about a bill that they made in error. I have had two 30-minute phone calls (4/10 and 4/22) during which I was assured that I would stop being contacted about this issue. Two separate emails on 4/10 assured me that I would stop being contacted about this issue.I have received three demands for payment from them in the past 24 hours--via phone, email, and text, despite another 30 minute phone call yesterday.This company is harassing customers into paying erroneous bills.

  Business Response

  Date: 03/26/2025

  We have reviewed the account and below are our findings.
  

           A new insurance policy was effective 03/01/2024. This medical policy does not cover the services we provide, however, there is a carve-out plan that does cover our services. Initially, these benefits were not correctly identified so there was increased communication until the matter was resolved.
           Account was restricted from dialing on 04/23/2024 
           As per the appointment schedule file dated 05/01/2024, the spouse was listed for 05/02/2024
           Benefits Verification team made an out call to the spouse at the phone number on file which is different than the customer filing the complaint
           Patient's spouse declined to provide his insurance information and requested to cease communication
           His phone number was added to our DO NOT CALL list 05/01/2024

• Initial Complaint

  Date:04/19/2024

  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.

  Account ******** At the beginning of a scheduled call with a licensed therapist, she informed me that my insurance would only partially cover the session, and I would have an out of pocket charge if I wished to continue with the session. I declined to continue, and the provider cancelled on their end. Afterwards I received multiple emails saying I owe a balance of $100. I called the establishment directly, and the front desk staff member assured me it was a mistake and there was no balance due. On 4/19, I received an email stating I owed a balance of $100 due on 4/19. I called the billing number listed and spoke with a gentleman about my concern. He read the notes of my account, and saw that because the cancellation happened on their end, that I do not owe them any money. However, despite these calls confirmations, I received a text message saying I have a balance of $100 due. I do not understand why my account was not updated accordingly. My emails have gone unanswered. I do not want my balance to be sent to a collection agency. I would like my billing adjusted accordingly.

  Customer Answer

  Date: 04/24/2024

  The business has now reached out and correctly adjusted my bill. Im closing this complaint. 

• Initial Complaint

  Date:11/14/2022

  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.

  Connections wellness is constantly giving me misinformation, failing to communicate with me and to refill my medication. At one point I had a severe reaction to an increase in meds and they did not get back to me at all. They never call back. They consistently deadname and misgender me (I'm transgender) and are generally neglectful and inconsistent. I feel uncared for and I feel that this company needs revision. They don't seem to care about my health or wellbeing and every time that they tell me they'll call back, they do not. Even if it's weeks or months, they do not follow up or call back. I am extremely unhappy with my care here but I have no other options in my area for psychiatric care/medication management.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/17) */ Contact Name and Title: Vianey ********* - Divis Contact Phone: ************ Contact Email: ****************@connectionswellnessgroup.com Hello. Thank you for reaching out to share your experience. Although we work to ensure that all of our clients receive the utmost attention and care we regret that has not been your experience. We are eager to work with you towards a resolution. Would it be possible to ask you to reach out to our Patient Advocate directly at ****************@connectionswellnessgroup.com, please? Together, we can work to reach a satisfactory solution.

• Initial Complaint

  Date:10/26/2022

  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.

  I was asked to provide my credit card information during intake. I explained that I had already met my out of pocket and deductible expenses for the year. They said that I couldn't make the appointment without providing the information. After the appointment, they charged me $25. They did not return my calls about the refund. They never submitted a claim to my health insurance company. They told my credit card company that I have a $25 credit with their company for future use. The doctor never replied to my email that he asked me to send, nor did he contact other doctors on my health team as he stated he would during the appointment. I want the $25 credited back to my credit card or issued directly to me. This company is running a scam, collecting money and not refunding it.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/10/26) */ Good Morning! We have had the opportunity to review the complaint & have provided documentation of the requested refund. The provided attachment shows proof of refund of $25 on 08/18/2022 per patient's request. Additionally, per governing law, any patient utilizing insurance benefits receives statements from both our organization and his/her insurance company themselves. We feel the documentation provided negate the allegation that a claim was not filed. We find the allegations included in the original complaint to be addressed. We also find the last allegations to unfoundedly accuse our organization of activities that are defamatory, which have been proven to be untrue on all accounts of the allegation. It is our hope BBB would mark this complaint as resolved & elect to close without publication considering the content of the complaint itself. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is lying. The credit on my Discover count on 8/18 is from Discover for me disputing the charge after waiting over 24 hours for a response from Connections Wellness. The attached receipt shows that the refund was given on 10/26, AFTER I filed the report with BBB and wrote a review. In addition, my claim that the Dr never followed through on anything is correct. The email from the office, dated 10/26, is stating that the Dr left the practice and I, the patient, was informed over 2 months later. Business Response /* (4000, 9, 2022/10/28) */ Good Afternoon! We have reviewed the requests from the complainant and have listed them below with commentary: 1. Complainant requested refund. Although the complainant disputes time frame of refund, does indeed affirm a refund was provided. The was the original request in the BBB complaint & we have provided documentation of this addressment. 2. Complainant also stated the organization did not file an insurance claim. This allegation seems to be resolved from original response and documentation. We also note there are no mentions of this in reply, and note this as addressed. 3. Complainant states allegations related to accessibility of physician and communication. Our office remains open for any calls & any patient within our system has ability to request any records which can be obtained through a governed process. We feel this item has been addressed. Although we understand the complainant has marked they have not accepted the businesses response, nor documentation, we feel through communication & documentation provided we have addressed thoroughly all concerns brought forth. If there are any new requests from complainant, we're happy and motivated to correspond to a satisfactory degree of both parties. It remains our hope that the BBB will consider our responses, the factual documents provided, and the original requests of the complainant & mark this as resolved. Consumer Response /* (3000, 16, 2022/11/08) */ I am sorry for the delay. I just had surgery. This company is lying. They gave me a refund after I wrote a bad review for them online in October. The refund in August was because I disputed the charge with my credit card company. They are pretending that that was them refunding me the money. They are a good company and I do feel that you need to investigate them further. There are numerous complaints and reviews online regarding this company doing similar things to other patients. Business Response /* (4000, 18, 2022/11/10) */ Good Morning, We have reviewed the complainants correspondence and do not see any further requested action items. Complainant disputes timeline of receiving a refund, but does not deny actual receiving the refund. The receipt of a refund was the premise of the complaint, which has been objectively resolved. Our organization has provided receipts of this resolution and complainant affirms receipt of refund. We are happy to address any additional concerns the complainant may have, but as of current complainant is no longer raising any additional concerns. We ask the BBB to be the arbiter in this ongoing exchange, and we hope the BBB finds that the organization readily & timely responded to the complainant and provided the exact action (with PDF proof) that was requested, and mark this as closed.

• Initial Complaint

  Date:09/12/2022

  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.

  My son, ******* ***** was billed $498.50 for care provided by connections. He is on my insurance and I paid the bill with my health savings account in full on 8/8/2022. They sent another bill for same amount. I contacted them and told them it was paid, they said it may take awhile to clear. They then took the money out of my son's bank account on 9/10/22. My Health savings account (Health Equity Wage Works) to said they sent a check for the full amount and it was cashed/cleared on 8/9/22. Payment #XXXXXXXX . Sent to *************************************** XXXXX Acct # XXXXXXXX. Invoice # XXXXXXXXXX. I am very upset that they took it from his account without calling, especially since it was paid. I told them it was paid, I gave them the wage works information. I have contacted Wage Works and they are sending me the cleared check. This appears to be fraudulent practice.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */ Hi ********! Thank you for bringing this to our attention. We would be happy to work with you, your HSA account representative, and your family to ensure timely addressment of this item! Is there a way we could receive a phone number to be able to contact you? Or, alternatively, would you be open to emailing us a good way to communicate? We're more than happy to take a look and ensure everything is worked out! If your account was charged twice, we can certainly issue a refund.