ComplaintsforA New Start Counseling Services

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Subject: Complaint Against A New Start Counseling I am writing to file a formal complaint against A New Start Counseling regarding their unethical billing practices and unprofessional conduct. On December 13th, 2022 I had an appointment with one of the counselors at your facility. Unfortunately, I was met with extremely rude behavior from the assigned counselor, who subsequently expressed an inability to assist me and recommended finding another counselor.To my shock, not only was I subjected to such unprofessional conduct, but I was also charged a no-show/late fee for a session that was terminated due to the counselor's lack of professionalism and inadequate support. This fee was unjustly imposed on me despite the fact that I had genuinely sought assistance but was met with a level of rudeness and dismissiveness that left me with no other choice but to end the call.I am deeply dissatisfied with the service provided by A New Start Counseling and demand an immediate refund of the no-show/late fee. Furthermore, I urge the BBB to investigate this matter and take appropriate action to ensure that other clients are not subjected to similar mistreatment and unfair. I appreciate your prompt attention to this matter and look forward to a resolution that upholds ethical standards for counseling services.Sincerely,******************* ---Feel free to modify any part of the draft according to your preferences, and let me know if you need any further assistance!

• Initial Complaint

  09/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9-7-22, I called this office, spoke to ********, told her I was calling to schedule appointment for my Daughter with ***************************. I was told she wasnt available but she offered a phone consult with ************************ for 9-10-22, which was fine. She then asked for a card, I asked why, she told me for copayments. She texted me *************** mobile ************ and the office ************ and said for questions or to reschedule to contact ************* directly. On 9-9-22 in the evening, my Daughter texted me from work, saying her schedule for 9-10-22 got changed and she couldnt kept her appointment. I called ************* at ************, as I was instructed to do, but she didnt answer so I left her a voice message telling her what my Daughter told me. I never received a call back from ************* or anyone else. On 9-12-22 at 3:38pm, ************* texted me saying that she had just got my voicemail that day. On 9-13-22, I saw a charge on 9-10-22 from this office for $125. No one called me or told me that there would be any kind of charge. I texted ************* asking why I was charged $125 and she said it was for a late fee. She told me I could speak with her supervisor, *************************** at office #. I left 2 voicemails for *************** before she called me and left me a voicemail. She said there is a no show fee and they didnt get a 24 hour notice, while ************* said it was a late fee. She then went on and on that they are there, and it costs money to be there, to advertise, to have phone lines and fax #, to have a website, to have someone answering the phones, to have someone verify insurance, to call patients back to tell them their portion, so we are spending more than what we are getting. *************** also texted me, claiming I signed a form about this, which I didnt. I asked her to send me the form and I also requested a refund for the $125 and for a charge of $32.50 the bank charged me because of their charge. I am requesting a total of $157.50 back. I never heard from them again.

  Business response

  10/06/2022

  
  
  Due to the way federal laws are set up I am unable to address an adult client's health records with a relative of theirs without consent from the adult patient on file.  I will speak generally to address this concern.  All patients are advised of the no show / late cancellation policy at the time of inquiry into services.  Its part of the standard operating procedure all staff are trained to talk to patients about at the time of discussing potential enrollment into care.  All patients are provided with the same information in electronic format at the time of registration.  It is standard for our organization to charge a no show fee or late cancellation fee.  We are a small but quality driven business.  We provide clients with direct access to our team and are happy to help answer questions.  There are many industries that have a non refundable booking fee.  We operate similarly so we can continue to manage our fiscal responsibilities to provide a much needed service to our community.  We are mindful of operational costs and if clients book a session the expectation is they present for the session or they cover the cost of the missed session. out of pocket. Some clients who inquire about enrollment elect not to enroll because they have a history of having a difficult time keeping appointments. If clients are in agreement to our process we move forward with enrollment.   We apologize if the relative of a patient disagrees with our process.  We know we are not the only choice when it comes to care and we hope they can link to care with a provider who may be able to offer more flexibility.  In order for us to remain operational at this time we stand by the process we have in place.  We are able to offer flexibility for any cancellation where more than 24 hours notice is provided.  If a patient has proof that they provided more than ********************************* the office via a call log from a cell phone provider we are happy to refund a fee.  The clinical director provides all clients with that option.  We know access to care can be difficult and we hope for the best in this family finding a provider in network to help them address any additional mental wellness needs they have moving forward.  
  
  
  Kind Regards,
  A New Start Counseling Admin Team 
  

*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. ↩