Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The date of service was 06/08/2024. Before service there was $262.40 charge on my card and the receptionist was telling me it was to meet my deductible. Which was odd to me. My husband and I are on the same insurance and same benefits. I had already met my deductible from previous appointments and every single time my husband went he only had a $20 copay. She explained that in the event I overpay, there will be an immediate refund to my card. I got a hold of my insurance when I saw that the claim was approved and processed, they told me their payment was sent to the office on 06/14 and that the claim was approved prior. When I got a hold of the office they had said that the payment was received, they said I had a credit of $242.40 but it was only going to sit in there until I called and asked them to refund it. I requested at the beginning of the call and after, she assured me it would take a few days and I would get it on my end. After a week I called again and that representative told me that on their end, the insurance claim was not entirely processed or approved which was untrue. She told me that they have it finalized, my refund will be sent out on Friday , per their billing department and how they work. She told me when we spoke on 07/02 that on Friday 07/05 the refund will be issued. She told me that if I don’t get a refund by 07/12 I should call back. On 07/10 I called again just to confirm that a refund was processed. The representative had said that it was not. She said it was only in queue. She didn’t ever assure me that she can positively confirm WHEN it will be processed which is really concerning. At this point I wanted it in writing and a paper trail assuring me that I have a credit due and they need to issue me a refund, to which they refused. I cancelled my appointment with them on Tuesday 07/09 for my appointment scheduled 07/11 I did receive text confirmation but the patient portal shows otherwise I want to avoid their $150 no show fee.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The location our medical providers were at are 40 minutes away from our house, which we understood when joining the practice as a patient. However, several times, no one contacted us to tell us that our appointments were cancelled, which meant we drove over an hour round trip for no reason. Additionally, their scheduling center is very poor and frequently schedules appointments for the wrong day and time and then charges a late fee to patients as a “no show”.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Serenity keeps sending me a $20 no-show bill. I am no longer a patient and never had a no show. Please stop sending. I have already requested, will report / escalate if continues. ***** ******* ****

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I made an appointment via phone call over a week ago. In the phone call, I made a point to mention multiple times that I want to get tested for ADHD. This facility should have been well aware IN ADVANCE that I wanted to get that test. The appointment was today, November 2, 2023. I went to the appointment. The provider said they would not test me for ADHD today, even though that is what I requested. They refused to help me. They said the appointment would be over $300 ... perhaps $350, but I cannot remember the exact amount. I paid a small portion today ($50), but they'll probably require me to pay the full amount. That is an obscene amount of money for doing NOTHING but ask me questions, half of which were ALREADY answered in the online paperwork. After the appointment, I called their number and spoke with supervisor Sarah about the lack of treatment and help from the Provo location. She did not provide any solutions or help for me. I would be happy if I just paid the $50 and called it done. I feel like they don't deserve a penny more. Alternatively, I would pay the full appointment charge IF and ONLY IF they will test me for ADHD for ZERO extra money.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was dealing with anxiety and depression. The nurse practitioner suggested ketamine therapy, which is not covered by insurance. My husband and I asked how much this would cost. The nurse practitioner said around $200 per session and she suggested 6 sessions. We were thinking the total would be around $1200 and thought this was doable. I had the first session on 5/26/2023 which made me very sick. I decided I would not do it again. When I received the bill, it was for $400–double what we were expecting. We called Serenity on 6/15/23 and questioned the charges. We were told $400 was the right price. We explained what we had been told by the nurse practitioner and that no one had ever actually talked to us about the charges before doing the therapy. The billing person said she would have someone call back that day to discuss it. No one called back. On 6/16/23 we made another call to Serenity and were told that someone would call back that day to discuss it. No one called back. On 6/20/23 we called again with no call back. On 6/27/23 we finally got a call back but were told the bill could not be adjusted without the approval of the practice manager. My husband made a payment of $200 since that is what we expected to pay. We never heard back from the practice manager. On 7/14/23 we made another call to Serenity to get a resolution. The billing person sent a message to the practice manager to call us back. No one called back. On 9/13 we made another call to Serenity to get a resolution. The billing person sent a message to the practice manager to call us back. No one called back. We keep receiving statements each month for the $200 balance. We are tired of contacting Serenity as each call seems to take 20-30 minutes while the billing person tries to get hold of someone who is authorized to adjust the billing, but ultimately tells us someone will call back, but they don’t.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was told by serenity mental health when I made my first appointment that I would see a doctor of psychology at their provo Utah clinic. We went in expecting to see a doctor about my mental health, we ended up seeing a nurse, whose name is Jennifer Z***. Z*** is a doctor when it comes to gynecology and only has some sort of certification in the area of mental health. She is not a psychiatrist and I needed to see one. Serenity mental health billed our insurance for a doctor visit, along with charging us a medical/professional services charge. They lied directly to us and told us our insurance would cover the cost and would not tell us the cost up front when we asked about it. When we called to dispute the matter they said that we should have asked for the price up front. When we asked at this point what the out of pocket price was, they told us the out of pocket price would be cheaper than going through insurance but it was too late to go that route and it was our fault for giving them our insurance information to bill and not asking up front to pay the out of pocket price. (Mind you they would not tell us a price) they also billed us for a 60+ minute appointment when we were only with the so called “Doctor” for less than 50 minutes and most of the time she refused to talk to us until her computer loaded. On their website they say call to schedule an appointment with a board certified psychologist, and I did not meet with one and I feel misled and taken advantage of. Serenity mental health says and advertises that they’ll help you understand treatment options and help you pick the right one, we only understood that “you’re a candidate for TMS” and that was it. When asked for other options or Jennifer z***’s thoughts on other treatments she was hasty and did not seem to answer any of our questions. See attached pictures for advertisements from their website. This Complaint is directly related to the Provo Utah office of serenity mental health center.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went into Serenity Mental Health Centers for a “free consultation” on 8/12/2021. I am now, over a YEAR later, being billed and harassed for this service that shouldn’t be billed at all. Not only was the consultation in bad taste but it is a very new procedure that I was only interested in hearing about because I was eligible for the free consultation. Now, again, they have a new billing team that started to send me bills over a year after the visit. I never once had any communication with this company after this visit and very swiftly decided this was not for me. They have noted on every bill (that started 8/26/22) that they have a new billing team, which I am guessing is not privy to the previous arrangements or offers they previously had (hence waiting over a year to send a bill). I do not want to be harassed by this company anymore and this bill should be obsolete and is not valid. I do not owe this company any money. I have included the first and last bills only however there has been one every week or two since this started (I’m happy to provide those as well). Thank you.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Serenity mental health centers did a phone consultation with me to go over medical information and insurance information. After verifying all information, they required me to visit in person and pay $208.75 upfront, before telling me they knew insurance would not cover it. I am now being billed 6 months later for the same $208.75. I have called billing and they are telling me they have no record and that I am required to pay again.

*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. ↩