ComplaintsforSalience Health

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Address: ****************************************************************** Phone: ************** **** clinic offers more than one kind of professional care. Difficult to get anyone to answer the phone. My loved started seeing someone here a year ago. I was added as a person to be worked with and contacted to support my loved one's care. I talked to that person myself. **** center has done a great disservice to my family and my loved one. They did not communicate to me that my loved stop coming to appointments which also meant they were not taking life-needing meds. I connected in person with someone stating they were a manager. They never called me back the times they said they would. MY LOVED ONE IS NOW GRAVELY ILL AND SUFFERING TREMENDOUSLY AND THIS CENTER DROPPED THE ***** They had records to see my loved one was not keeping appointments and they never reached out to me for family support as discussed and as signed off on by my loved one. I regret our family connection to this facility. My loved one is missing. Trying to reach admins or anyone with decision making authority is impossible. Finally spoke with someone in billing just to make contact and they stated they'd pass my name and number on. No one ever called back.

  Business response

  06/20/2023

  Good morning,

  After reviewing the complaint i am not able to find a patient with the information that was provided. This person has also left a ****** review and not responded we are unable to look into this matter without the proper identifiers. 

  If any further review is needed or the person would like to provide the correct information we may look further into this matter.

   

   

  Thank you,

  Business response

  06/22/2023

  Hello,

   

  I also did forget to mention that we had not received the letter until 6/19/2023.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  many times this year my provider tried to charge me way above my copay amount, even thought i told them everytime that is not correct. they did it everytime and one time they even said i had to pay that amount instead because of early year deductables and i believed them. only once i threatened to stop attending their practice did they stop trying to charge me more. recently i had to have blood work done and i had asked my psych if it would be covered by insurance and she told me YES. but now i have a bill in the mail for $500. i feel taken advantage of due to the fact that i have a developmental delay. these people keep lying and deceiving me because they know i am autistic and shy and non cronfrontational and not aware of everything when it comes to insurance and things of that sort. im not going to be paying $500 when i was told i would not be. they have other reviews similar to mine on google reviews. please help i feel very taken advantage of as well as many others

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/10/17) */ Date: 10/17/2022 BBB Case#: XXXXXXXX To whom it may concern, The estimated out of pocket amounts are acquired through the utilization of Availity by our Verification Team for each date of service. This estimated out of pocket amount is set by the individual's insurance carrier and includes items such as copays, deductibles, and co-insurance. After acquiring this information our Verification Team sends a notification with the estimated out of pocket amount to the individual via their portal. This is done prior to each date of service. Our records indicate that the claimant was told as it pertains to lab coverage: "It should be...but you can always check with your insurance." "But then you have deductibles and things like that I don't have any clue on people's deductibles." Additionally, each individual acknowledges the following under their Financial Responsibility & Office Policies. Payment For Ancillary Services (Lab/Pathology): I understand that Salience Health utilizes the services of outside laboratories for pathology (biopsies), microbiology (cultures) and blood chemistry. These laboratories will be for services separated from Salience Health. I acknowledge that payments made to Salience Health are for services rendered by Salience Health and authorize the use of outside laboratories as deemed necessary and warranted by my doctor(s). I understand that this may result in a financial responsibility to the laboratory providing these diagnostic services. Salience Health is committed to providing a positive patient experience. To assist the claimant in getting their lab billing adjusted, Salience Health has reached out to the lab with additional diagnostic codes. The lab has agreed to reprocess the claim; however, this could take up to 45 days for processing. The lab used by the claimant is a Third-party entity and Salience Health has no control over their collection process. If the claimant has any further concerns regarding their lab billing they will need to reach out to the lab. Please reach out to our Quality Excellence Team at [email protected] if any other information is required. Regards, Diego Belez, QSM Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) because they basically didnt say anything other than "ok and" Business Response /* (4000, 9, 2022/10/19) */ 10/19/2022 BBB Case#: XXXXXXXX To whom it may concern, The response stands as written. All statements in initial concern were addressed. Additionally, our office has attempted to communicate via phone and email to discuss this matter and outstanding balance. Please reach out to our Quality Excellence Team at [email protected] if any other information is required.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  0n 1/28/22 my daughter Mallory Turner received testing at this facility, also known as Bent Tree Psychiatric and I was asked to by to pay up front pending insurance. My insurance coved the visit and I have a $275.00 credit that I have requested to be refunded. I have been told on multiple occasions that it would be refunded, and it has not been. Most recent calls include 7/122 with Joni, 8/22 with Jessica 9/1/22 with Sharen, 9/8/ with Darnish I even had Thomas from my insurance plan reach out to them on 9/12/22. No one has returned my calls.

  Business response

  11/07/2022

  Business Response /* (1000, 6, 2022/09/21) */ 09/21/2022 BBB Case#: XXXXXXXX To whom it may concern, Our records indicate that a payment in the amount of $257.26 was received in February 2022. The above-mentioned complainant did reach out to us regarding a refund and was informed on 8/23/2022 that refunds take 30-60 days to process. Delays can occur and we do our best to keep those involved updated. A refund request was submitted on 9/1/2022 and was processed 9/14/2022 for the full amount of $257.26. The complainant was notified on 9/14/2022 that the refund had been processed and that the $257.26 should be credited back to their account in the next 3-5 business days along with an apology for the delay. Salience Health takes these concerns very seriously and apologizes for any inconvenience this may have caused the complainant. Please reach out to our Quality Excellence Team at [email protected] if any other information is required. Regards, Diego B****, Quality Service Manager Consumer Response /* (2000, 8, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the refund on 9/16/22, however initial requests for refund began early this summer with the earliest recorded request being 7/14/22 with Joni after previous attempts.

*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. ↩