Complaints

This profile includes complaints for SOL Mental Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SOL Mental Health

  400 S Colorado Blvd Ste 530 Denver, CO 80246

• 

  SOL Mental Health

  6924 S Olive Way Englewood, CO 80112

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:05/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On March 27, 2025, I noticed a $615 charge for my February 19 visit, billed under codes ***** and *****. I was told this was due to extended session time and a new diagnosisneither of which was accurate. Despite multiple calls for clarification, I received no consistent explanation. Eventually, ****** from the billing department informed me that a refund had been issued and that I should receive it within a week. No refund was ever received. In early April, I followed up. ****** then stated that, per her supervisor *****, a refund would only be issued once the claim had been processed through insurancecontradicting her earlier statement. At this point, I still believed the billing error was tied to services I had not received, and ****** made no effort to clarify otherwise. Later that month, she acknowledged there were errors in how my claims were submitted and assured me they would be corrected. Around the same time, I requested a copy of the Financial Policy I had signed at intake. Despite several follow-ups with both ****** and *****, the document was never provided.On May 6, I learned that the actual issue was not the services rendered, but that the office had failed to submit my claim correctly. I was incorrectly marked as self-pay despite having active insurance since October 2024. After contacting **** directly, I was informed that my claims should have been submitted to Magellannot ******* that no claims had ever been filed with ********. I sent a formal email documenting the miscommunication, outlining the billing discrepancies, and requesting a full review and refund. I attached all relevant documentation, including visit notes, EOBs, receipts, and a timeline of prior communication. On May 9, **** confirmed that multiple claims were submitted incorrectly and flagged potential coding errorsdirectly contradicting Angelas previous assurances. As of May 17, 2025, I have not received any resolution or follow-up from ******* ****** or the billing team.

• Initial Complaint

  Date:04/22/2025

  Type:Billing 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.

  I was charged a cancellation fee and was told it would be waived and refunded to my bank account. It never was and I was told later on the 100$ cancelletion fee would reflect as credit on my ************ never was, and they continue to charge me for my co pay, even though they said the 100$ would be used to my co pay first. I have been going back and forth with them about this for months with no resolution

  Business Response

  Date: 05/07/2025

  Patient was refunded $85 on 4/22/25, he also confirmed receipt (confirmation attached)
  Patient was advised there was no outstanding balance on the account at this time.
  
  The $100 patient is referring to was for a no show/late cancellation on 12/16/24, which was credited back and used for copays. However, the patient had a payment plan which was automatically taking $85 each month for 6 months (October 2024 - April 2025) 
  
  In this case, the amount due back to the patient was $85, which was refunded.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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.

  I had gone to therapy 3 times here, and it was covered by my insurance with a 30$ copay. I had paid 30$ each time prior to each appointment. About 1.5-2 months after I stopped getting treatment there, I received a bill for a total of 70$ for one 30$ copay and 2 20$ copays. I was confused as I had already paid all my copays prior to each visit, and now months later was receiving another bill. I have called them and went back and fourth, and each time was told the manager was "in a meeting" and would call me back, and each time I NEVER received any call back. After about the 6th time calling them, I finally had gotten ahold of the manager, and she had told me they had messed up, and put in my appointment wrong. We did a 3 way call with my insurance, and at the end of it was told that everything was worked out, the insurance will pay the difference and I was to owe a 30$ late fee. Weeks go by, and I had called 5 more times since that call, and each time was told they are waiting for insurance to cut the check, and not to worry about late fees, and that their manager is yet again unavailable and id get a call back, which again never came. I have just received a bill in the mail for 300$, and I just called insurance and they said they had cut the check WEEKS ago. Sol mental health has now been billing me and charging me late fees for an amount already paid by myself and insurance. Every time I call they tell me their manager is in a meeting and will call back, and she never does. I have asked for their cooperate number, and the number of the manager of their manager (*********************, or ******) and they refuse to give me any information. I have NEVER received a call back from the manager, and they continue to charge me more and more for a bill I have ALREADY paid, and that my insurance has already paid AGAIN. They wont answer my insurance's calls either. I have attached documents below.

  Business Response

  Date: 05/02/2024

  Good afternoon, 
  Thank you for contacting us. We understand your concerns and apologize for any confusion. After a thorough review, we have identified a $30 balance stemming from an unpaid copay for the date of service, 7/27/23. We kindly request that you disregard any previous statements received.

  
  During your visits to our office on 7/27/23, 8/17/23, 8/23/23, and 9/7/23, it was noted that your copay is $30. However, due to an error from your insurance carrier indicating a $50 copay, additional bills totaling $40 ($20 each) were mistakenly generated to reconcile the discrepancy between the $30 paid and the $50 owed indicated by your insurance.

  
  Our team has diligently worked with you and your insurance to rectify this error, ensuring your copays are correctly set at $30 each. Consequently, the remaining balance of $30 is solely attributed to the unpaid copay for your 7/27/23 visit.

  
  For further clarification or assistance, please don't hesitate to contact us at ************. We are committed to resolving this matter promptly and again we apologize for any inconvenience this has caused.