Complaints

This profile includes complaints for GE Family Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GE Family Services

  341 W Tudor Rd Ste 209 Anchorage, AK 99503-6648

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  GE Family Services

  PO Box 90574 Anchorage, AK 99509

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In ******, I was referred to GE Family Services for my child to attend counseling- the referral came from Help Me Grow Alaska who had already verified with ** that my insurance (*****) was within their network. When I reached out to **, I also confirmed that AETNA was within network (have email confirmation)I asked 3 times over summer 2024 for good faith estimates, relaying that I was concerned I could not afford my portion. All three times I was assured that billing would reach out to me and that my portion would be nothing, or $25-$50 per week. Billing never reached out to me.Weeks later, I found several invoices for $50, which led me to understand that my copay was $50. I paid them without noticing the dates of the sessions (only from 10,2024-12.2024).2.7.2025, I was emailed several invoices dated 2.7.25 due 2.14.25 from the sessions that occurred between ****** and ******, and 1.2025-2.2025. I was charged for over $250 (per week) totaling to over $3000 I reached out to ** to better understand what was happening and asked a fourth time for the good faith estimate. **** ****** (I believe the owner) responded very quickly with a good faith estimate (GFE) explaining that ***** is out-of-network and those were our portions before hitting our high deductible. I responded explaining that I never would have started sessions if I had been properly informed of the costs. I have emails and screenshots of all communications with GE Family services where I asked about insurance coverage and asked for ***, including the responses which informed me that I would be paying either nothing, or $25-50 per session. Further, because they chose to bill me for all of the sessions not covered by insurance, (sessions between June-Sept 2024 and Jan-Feb 2025) all in Feb 2025, this is obviously predatory with deceptive billing practices. On 3.3.25 I requested all sessions be billed at the copay rate of $50.05 instead. The practice has not responded except to send additional invoices.

  Business Response

  Date: 04/30/2025

  Response to BBB Complaint ID #********
  Business Name: GE Family Services
  Business Representative: **** ******* LPCS
  Business Address: *******************************************
  Response Date: April 30, 2025
  
  Response to Complaint Submitted by ****** *****
  We appreciate the opportunity to respond to Ms. ****** ******* concerns submitted to the Better Business Bureau. Our intention is always to provide compassionate care, transparent communication, and fair billing practices. We take concerns about communication and billing very seriously, and we welcome this opportunity to clarify events from our perspective and propose a path forward.
  
  Summary of Events from GE Family Services' Perspective
  In May 2024, Ms. ***** contacted us through our website seeking counseling services for her son. In her submission, she stated she was looking for someone who was in-network with *****. A member of our administrative teamwho was not familiar with insurance terminology such as "courtesy billing"responded confirming that we "accept Aetna," meaning we bill Aetna as an out-of-network provider. Unfortunately, this response did not distinguish between "accepting" Aetna and being "in-network," which we now recognize contributed to confusion. However, our website (**************************************************************) has always clearly stated which insurances we are in-network with and lists ***** as an out-of-network provider. This information was publicly available and accurate at the time of her inquiry.

  Throughout June and July 2024, Ms. ***** corresponded with our intake team regarding scheduling and consent forms. She asked for a Good Faith ******** (GFE) multiple times. Our team did acknowledge those requests, and while it was our intention to have a billing team member follow up, the estimate was not sent until February 2025, after Ms. ***** escalated her concern. This delay was an internal oversight for which we have apologized directly.

  It is important to note, however, that under the No Surprises Act, a Good Faith ******** is only required for uninsured or self-pay patients. Ms. ***** clearly indicated she would be using insurance to pay for services. While we strive to provide accurate cost estimates to any client who requests one, this requirement does not apply to clients who are using insurance. Additionally, if Ms. ***** was waiting on cost information in the form of a GFE prior to agreeing to treatment, it was her responsibility to delay scheduling or attending sessions until such information was received. By consenting to services for both her son and later herself, she accepted financial responsibility under her insurance plan.
  

  During the months of October to December 2024, Ms. ***** received weekly invoices for $50.05 per session, which reflected coinsurance after the deductible had been met. She paid these invoices promptly. These invoices were generated in a timely manner because claims had been processed by ******

  In February 2025, after updated billing system changes and retroactive claims processing, invoices for earlier dates of service (June to September 2024), then later from January to February 2025, were generated and sent. These reflected full allowed amounts toward the deductible, as Aetna had processed those claims and applied them to her son's high deductible plan. While the invoices were valid based on the insurance processing timeline, we understand that receiving several months of invoices at once was upsetting.

  When Ms. ***** reached out again, **** ******* owner and CEO, responded promptly with a detailed GFE. ***** ******* our billing lead, followed up with a full breakdown of services, allowed amounts, coinsurance, and unpaid portions. We also extended an offer to discuss payment plans and stated clearly that we do not balance bill clients who are engaged in payment arrangements, even though legally permitted to do so as an out-of-network provider.
  
  Response to Specific Allegations
  

  * Misrepresentation of Network Status: While we never stated that we were in-network, we did confirm we accept *****. The staff member who responded did not have specialized billing training and was unaware of the implications of the phrasing. Importantly, our website has always included a clear and visible statement indicating that GE Family Services is out-of-network with Aetna. Ms. ***** had access to this information from the outset.
  

  * Failure to Provide a GFE: Ms. ***** did request a GFE in summer 2024. While it was referenced and acknowledged, it was not delivered in a timely fashion. This was a failure on our part, and one that we have taken steps to prevent moving forward. However, per the No Surprises Act, the obligation to provide a GFE only applies to uninsured or self-pay patients. Ms. ****** having clearly stated she was using insurance, did not meet the criteria for mandatory GFE delivery.
  

  * Deceptive or Predatory Billing Allegation: Ms. ***** has asserted that being billed for her insurance deductible is an act of predatory billing. This interpretation is both factually and contractually inaccurate. The amounts billed were the allowed charges determined by her insurance carrier (Aetna) and applied toward her deductible as per her plan. Whether in-network or out-of-network, deductible obligations are the patients responsibility, and these charges would still apply even if Ms. ***** had seen an in-network provider.

  Furthermore, Ms. ****** specific insurance plan carries identical deductible and coinsurance responsibilities whether services are in-network or out-of-network. The only difference is that as an out-of-network provider, GE Family Services is not contractually required to accept the discounted reimbursement rates offered to in-network providers. Nonetheless, we have voluntarily chosen not to balance bill patients who are engaged in payment discussions.
  
  Ms. ***** appears to believe that because GE Family Services is out-of-network, she should not be held responsible for her deductible. However, insurance does not work this way. Patients are always responsible for their deductible and coinsurance regardless of provider network status. Ms. ****** complaint shifts personal financial responsibility for her plans structure onto our practice, which is neither accurate nor fair.
  
  * Lack of Response After March 3, 2025: Our team continued issuing monthly statements as part of our normal billing procedure and has left the account open, pending resolution. We have not escalated the account to collections and remain open to discussion.
  
  Proposed Resolution
  To resolve this issue in good faith, GE Family Services offers the following:
  

  1. We are willing to waive all balance billed charges.
  2. We will accept payment only for the allowed amounts applied toward the deductible and coinsurance, totaling $3,901.32 across both Ms. ***** and her sons accounts.
  3. We are willing to create a monthly payment plan to allow Ms. ***** to resolve the balance without undue financial hardship.
  4. We will not send this account to collections if she enters into a payment agreement by May 14, 2025.
  

  We sincerely regret the confusion and frustration this has caused Ms. ***** and are committed to resolving the matter collaboratively and compassionately.
  

  Sincerely,
  **** ******* LPCS
  Owner, GE Family Services
  Management Email: ********************************
  Billing Email: **********************************
  Phone: **************