ComplaintsforHealing Feathers, LLC

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their business is listed as covering my insurance. When I asked the front desk girl what insurances they covered she was unsure. I was under the impression I’d be reimbursed. I ended up paying for backed up insurance for about four months plus the fees for this place. In fact, when I went there I got assigned with this particular therapist rather than the owner as I thought I’d be assigned to. My insurance covers the owner but not all the other therapists working for her. No skin off their nose. But I’m financially struggling and really needed the help with therapy. The owner doesn’t believe or has not been accountable to this. Cassandra sucked and I didn’t get much help. She basically just listened to me like a paid friend for $130 an hour with bad advice. My mom told me stop when I told her the advice I was getting.

  Business response

  07/11/2022

  ********* has been unhappy with our office even before she was ever seen for an initial assessment. She was upset that our office had a waitlist and she could not immediately get into therapy. She did initially request to see me, Ronda D****, the owner however I was not accepting clients at the time of request. Which she was given the option of staying on my waitlist or seeing the next available provider.  She started therapy without any insurance at all. She was given the expected rates/charges that she would be expected to pay up front and knew what she would be charged at the time of service. This was verbal and listed in our intake paperwork to which she consented to. She was never promised any type of reimbursement as we cannot back bill insurances at all and she had no type of insurance coverage from the beginning. We have had no documentation at all of a covered insurance plan, that we billed, since the beginning of her treatment. It was not until weeks later that she was looking into getting insurance. My office manager did try and work with her for about 6 weeks to help her and assist her with choosing a plan; to which ********* either did not communicate with my office manager or she stated she was still working on the process. Her last appointment with us she showed up to her appointment and gave my office manager her insurance information; which she was told that her particular therapist she was seeing could not see her as she was not listed under that contract. This person became intensely upset and irritated at all staff members. The therapist she was seeing offered to take her back into the office to have a discussion with her, and talk about options or finding a resolution. At that time, ********* was given referrals and options (other therapy offices, paying out of pocket, etc), which none of them were what she wanted to do. ********* became very upset to which I tried (as the owner) to appease her and I have tried to communicate with her since; to explain the situation and help comfort her. I refunded her the charged amount from the last time she was seen as she did not engage in therapy however was given options to discuss discharge. There have been over 15 different emails about this complaint starting in the first part of May to which I tried to validate and communicate with her and ended with me setting a boundary of asking her to no longer communicate with the office or myself as her emails became repetitive and harassing once the initial complaint had been resolved. 

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