ComplaintsforAlta Counseling

• Initial Complaint

  11/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started IOP in May 2021, my treatment recommendation was 3 months weekly groups, than the last 3 months monthly. I completed everything I was suppose to. On my last month i thought I was coming in to graduate, I had caught Covid and came to my 1x1 after my isolation period. I was discharged from treatment for non compliant which makes no sense. I got up and walked away because I was told I was going to have to start the program over because of me having Covid and not being in class when I had no knowledge of that, I was told by my counselor that my last month was just a 1x1 and I had no idea I had a group. Even if I did have a group class I had Covid with a positive test, how can I be non compliant? They didnt try to reach out to me or offer help she just literally discharged me. They basically took my money! I feel like I got cheated out of my time and money and I couldnt even talk with anyone else because the counselor said she is the one In charge and that I wasnt aloud back in the facility.

  Business response

  11/13/2021

  I am in no way issuing this client a refund. We have to hold our clients accountable for their own treatment programs. Without violating confidentiality, she signed up for a program which she should of completed this month, however earlier in the month she was found Non Compliant with her treatment and the rules of said treatment. We made every attempt at contacting her PRIOR to her final meeting. Which she failed to call us back. She stated we had her old number. To which I replied that it's her responsibility to make sure we have all updated contact info. She has multiple emails as well. Clients MUST be accountable for their own program. We have rules we have to follow and so do our clients. We are fair and tried discussing the issues with "the client"..however, she got angry, jumped up and walked out while yelling and cussing out the counselors etc. I will NOT put up with that. At that point was when I said it was enough and to take it outside. She could of handled it like an adult. She knows where she wasn't compliant and now she's being held accountable and she doesn't like it so much. Her last day here would or SHOULD of been her last day. However, due to her non compliance her treatment was to have been extended. So there fore nothing is owed to her on our part. She is FULL of excuses and takes ZERO responsibility for her actions. Her actions have consequences which she was told of and has IN WRITING. I will not"reward" behavior like this.

  Customer response

  11/13/2021

   
  Complaint: 16140764
  
  I am rejecting this response because: I was not in non compliance. All these statements coming from them are lies. I didnt receive one phone call NOR EMAIL. Theres no way I was not in compliance when my last individual session I had with my counselor he told me my last month was just a 1x1. No where in my treatment notes HAVE ANYTHING ******* AND I SPEAK ABOUT. there for I dont have any notes going over treatment plans! I had a POSITIVE COVID TEST!!!!!! I could not make it in the month of October and they are saying Im in non complaint FOR SOMETHING I HAD NO CONTROL OVER. no where did ******* say I had a UA and a group for the month of October. HE SPECIFICALLY TOLD ME ON OUR LAST 1x1 to come back no less than 3 weeeks away for an individual session where I would be graduating. I never cussed once in the building and I would like video since you guys have cameras in the office you can see how easy I walked out. If I was being so hostile why did ******* follow me out and tell me to wait one second if I was that big of a problem! Of course I was upset you guys are not following guidelines. Ive spoke with 2 other treatment providers and they said that THATS UNACCEPTABLE and no where have they heard a story like mine. You guys said ******* left one voicemail but didnt try reaching out via email? If I was non compliant that should have been documented BUT IT WASNT UNTIL THE *** I WALKED OUT OF THE TREATMENT CENTER. Your stating I need to take accountability for my actions! WHAT ACTIONS? Getting Covid and not being able to make it in because I was sick! Even if what your saying is right and I misunderstood ******* its wrong of you guys to discharge me for having Covid but turning around and saying I was in non compliance. If I was in non compliance and you were trying to phase me back down to weekly meetings than how did I get discharged for being non compliant. Basically you discharged me for retaliation after the phone call you and I had AFTER I LEFT THE BUILDING WAS THE ONLY TIME I CUSSED. and you and I both know that ******. You have treated me bad since June, talking to me with zero respect as a human. THATS WHY I NEVER wanted to deal with you and always made my 1x1 with *******, I avoid going to groups if YOUR running them! I feel you have something against me personally and your basically using your authority against me! Which is not fair at all! Non compliance is missing groups, UAS, not doing my sober support groups. I HAVE NEVER HAD THAT ISSUE BESIDES ONCE months ago and I made my group up in the same week! This is not fair to me and is a huge nightmare. I have airline tickets to prove I was flying back weekly to treatment JUST TO MAKE IT before I moved back to WA so how was I not taking my treatment serious! ****** IS USING RETALIATION AGAINST ME AND USING HER POWER THE WRONG WAY!!!
  
  Sincerely,
  
  Kerchelle *************************

  Business response

  11/16/2021

  I will not argue about this. I'm also limited by what I can say because of confidentiality/HIPPA compliance. You are unhappy with your situation but only YOU could of changed that. You were well aware of what you needed to have done. You are taking no accountability or responsibility for your program. This was your only recourse apparently. You could of dealt with the situation when you were here in the office but instead you got angry and started yelling, which I understand being upset and angry. But yelling and cussing out the staff is NOT ok.

  Customer response

  11/18/2021

   
  Complaint: 16140764
  
  I am rejecting this response because: you deal with MENTAL HEALTH PATIENTS AND PATIENTS WITH ADDICTION, and your telling me getting up and walking away saying this is ******** every counselor here has a different story every time. Thats a reason to discharge a patient after Ive paid for my treatment and I missed my last group because I had Covid! No, you discharged me for retaliation, because the only time I cursed was over the phone with ******! This treatment facility basically stole my money! 
  
  Sincerely,
  
  Kerchelle *************************

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