ComplaintsforGearing Up Counseling Centers, Inc

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company is completely fraudulent. If you look at their Yelp review page, there are dozens of scathing complaints regarding how they mishandled patients' money. This is especially disheartening as this is a counseling group meant to improve the mental health of their patients. After 7 months of being with this company, I never got any receipts. When I requested them, I found several additional charges that were not authorized. I should never have had 3 or 4 charges in one week when I only did counseling twice per week. In addition, I hadn't met my deductible yet, so they agreed to work with me and to allow me to pay my regular $25 co-pay instead of the contracted amount, in order to keep me with them. That lasted for about a month. Out of nowhere, my card was charged $600 without authorization or forewarning. They refused to reimburse me fully. I had to go so far as to cancel my debit card and get a new one in fear that they would continue to charge me more. They are impossible to get ahold of if you have billing questions. They are con artists and should not remain in business. It is despicable that they take advantage of patients this way. I am astounded by the Yelp reviews and how callous and dangerous they are in regard to people's mental health and finances. After discovering the discrepancy regarding multiple charges, I reached out over a week ago and have not heard back, despite following up. These people are crooks, plain and simple.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This has been the worst experience dealing with Dr. **********************'s staff and they will not let you get in contact with Dr. ********************** whatsoever, even through email. I have not received any services, but an *** session that was billed to the Employee Assistance Program about a year and a half ago. They did have my credit card on file, and just took out $138 from my CC. No one is calling me back and they are refusing to refund my CC. Please find another therapist and another practice.You cant get in touch w Dr **********************, the office wont even give you her email. They say they receive all her emails at the front office (breaking confidentiality) which as a client/provider relationship, thats very unethical. You should have access to your provider outside of sessions, at least via email. Her business office continues to charge my CC when I havent been back in over a year and only attended one free *** session. Which is also unethical to charge the *** and then also the client! Overall, very unethical provider and I might report to the board.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After discontinuing treatment with GearingUp in Jan 2023, they performed an "audit" of my account claiming I owed them over $1700 from back in 2017. They left a voicemail. I returned the call the next business day but was not able to connect with the person who called me and spoke with someone else. Without further notification, they charged our Medical FSA card for the entire amount.When I disputed the charge with the credit card, they wrote a letter in reply stating they had attempted to contact me for multiple months via mail and email with no reply. This is false; after asking for proof of emails sent, I never received anything. At the end of the letter, they added "Please do not process this fraudulent dispute since GearingUp was only collecting on a long past due balance that should have been paid years before."They WERE paid by my insurance company, in full, at the time of service. GearingUp's poor record-keeping resulted in their holding the entire balance on our Medical FSA card since 22 Apr 2023 in error.Not only did they hold my money, but they accused ME of fraud.Following my spending almost 3 hours on the phone with my insurance company, I e-mailed GearingUp on 8 Nov 2023 demanding a refund, noting that they had spoken with the agent I was working with who confirmed payment back in 2017 and that it was their own failures that resulted in the fraudulent charge.Later on 8 Nov 2023, GearingUp replied, claiming they were making an "exception" and refunding the money. I replied and explained that, based on ***** law, they had no legal right to charge us for services over 4 years old...let alone for services already paid for.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am writing with regard to credit card issues I had with Gearing up Counseling. Gearing up is a mental health center that my son ***** used their services. He started on May 16 with an evaluation and the weekly therapy sessions started from June 22, which was scheduled two days a week . Before he started his sessions, I contacted the office to find out if they accept his insurance and if they do, what percentage is out of pocket. I was told that his insurance covers 100% of his therapy. When I received the credit card report end of May, I noticed there was a charge of $160 on the card.I sent an inquiry through their website on June 2nd to find out about the charge.I had some email exchanges with **************** from June 4th until July 5th.On June 5th ****************, the office Manager, responded that they are processing *****'s claim at 100% and currently there is credit on the account. I thanked her for the response and hoping to get the credit back.When I got the credit card report at the end of June, I noticed that not only they did not give the credit back, there were four more charges on 5/25, 5/30, 5/31, and 6/20. I sent an email on July 1st and asked for an explanation and the statement's.I was misled by Gearing Up that there would not be any charges and Insurance will cover all expenses, but that was not true and all this time they were charging me without my knowledge.On July 3rd I called **************** and cancelled all future appointments. I also sent an email to her and cancelled the authorization for using my credit card which she responded that they have removed the card.On July 5th, my son got a call from Gearing Up and he was told that there would be a charge on his account for July 6th which I had already cancelled.I would like all unauthorized charges by Gearing up counseling to be removed from my credit card.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Amount of $110 5/18/2023. I was billed and attempted charge for a service I DID NOT sign up for. This caused cancelation of service I did sign up for due to fraudulent charge. This should have voided any late cancelation fees. The missed appointment that I signed up for was withdrawn. Company has no signed documents from fraudulently charged service and is unwilling to refund until after I send email saying the issue is resolved

  Business response

  07/10/2023

  *************************** enrolled his daughter, *******************************, for mental health counseling services with our clinic on 05/03/23. During the initial enrollment process, ************** signed multiple contractual agreements including a Credit Card Authorization form (please see attached signed authorization form) authorizing GearingUp to charge their **** ending in **** for all fees including, "all co-pays,deductibles, test fees, late cancels or no-show fees associated for any therapy or diagnosis provided to you (or your minor). Your signature acknowledges that these fees will be automatically charged or debited, as applicable, from your card without further notice." Additionally, ************** initialed a portion of our Terms of Service under "Fees for Service" (please see attached initialed policy) where they agreed to, "be responsible for all fees not paid by your insurance plan." Additionally, ************** signed a copy of our Cancellation Policies including our No Show and Late Cancellation Fee notice agreeing to a charge of $80 for an session that was not completed or was not cancelled with at least 24 hours notice. This charge of $110.00 on 05/18/2023 was for two dates of service: a $30 copay for the completed intake appointment on 05/03/23 per **************' ******************************** benefits, and an $80 charge for a No Show fee for the 05/12/2023 appointment that Cadence did not appear for and was not cancelled in time. However as a professional courtesy, our office decided to waive the 05/12/2023 No Show fee as a gesture of goodwill since ************** decided to not pursue treatment for Cadence with our facility. In addition, our office also waived a No Show fee for an appointment for *************************** on 05/10/2023. Please see both attached billing statements showing the two $80 charges waived (under "Adjustments"). The $80 that was charged for Cadence was already refunded on 05/18/2023 to **************' card. Our office did not refund the additional $30 charge since it was for a completed service that he agreed to pay for in full per **************' insurance contract as well as his signed contractual agreement with GearingUp. We were shocked to hear that ************** submitted a complaint since our office already processed this refund and waived $160 of valid charges that ************** agreed to in writing with his signature. Since we have already processed the refund and the charges were waived, we consider the matter closed.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Gearing Up review We feel so grateful to have found Gearing Up. The therapy that my daughter has received and the support and education they have provided for myself and my husband have been invaluable. The only drawback to this wonderful place is the incredible mismanagement in the front office and the lack of accountability for incorrect billing. Because of filing errors with our insurance company, they owe us over $1000. Weve been trying to get the money back for over a year. Its incredibly frustrating. If it werent for the compassion and excellent therapy they are continuing to provide to my daughter, I would quit this place immediately due to the poor communication and lack of transparency in the billing department. According to our insurance company, some of the billing they did in our case could be illegal.

  Customer response

  04/10/2023

  I am pleased to report that Gearing Up has reached out and is working to resolve our issue. They have been cordial and helpful, and I appreciate the effort they have made to address the problems.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I've asked over and over about obtaining a breakdown of ALL my charges and the sessions that are associated with my charges. They refuse to show or provide an itemized statement of each charge with each session.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Gearing up counseling required a credit card be placed on file with them and they would charge different amounts without my knowledge each visit. After gathering all the EOBs from the insurance company, a spreadsheet was created showing the differences between what should have been charged and what was actually charged. Repeated phone calls and emails were sent asking for the business manager to respond to the refund request with no resolution. This has been going on for several months now and I want to have the $914 refunded to my credit card on file for the amount overcharged. In speaking with others who go here, this is a known problem and happens often. My situation, along with what i heard from others, has prompted me to file this complaint. I am seeking assistance to resolve this issue. Spreadsheet is attached. I have all the EOBs from insurance as well as the email communication between me, my mom, the assistant, previous business manager and current business manager. Thanks for your assistance so this practice stops.

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