Complaints

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:08/04/2022

  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.

  My children are underage and have been
  receiving therapy sessions with this company since 11/2021. The therapist and
  supervisor at Brooks Behavioral has failed
  in returning my calls and overcharging me. They have been bias by only supplying information to my ex-wife and only letting her make decisions in regards to how they are treated. I recently divorced and wanted my oldest child to seek therapy to help her get through the divorce. I sat with the therapist once to explain what my child needs.They have refused to listen to my concerns and only care about payment.The ex-wife and I are supposed to rotate in payments for the sessions for one of the children and I seem to be the only one that has been paying because the ex-wife has not provided payment without her card
  declining.Brooks Behavioral only contacts me about payment and have disregarded contacting me when changing the schedule of meeting times with my oldest daughter. I only found out that my daughter was no longer being seen weekly but changed to bi-weekly when I called to complain that I was being charged on the wrong week.My account was being charged two times within a week when it only should have been charged once.I have asked them numerous times to contact me by email or phone if the mother couldn't pay because I could not afford to pay but only twice a month of $75/session.They also have started to provide counseling for my 5 year old who doesn't need counseling because of her age.Brooks Behavioral have been counseling my youngest for two weeks before letting me know and again I only found this out when they call me asking me to pay.Brooks Behavioral have refused to consult with me and recently seen my oldest without notifying me after it’s been two months without a session. A divorce decree that Brooks Behavioral knows about that states no decision is to be made without both parents being aware. They are unprofessional and the supervisor is rude.They have ruined my relationship with my daughter.

  Business Response

  Date: 08/11/2022

  Hello,
  I just connected with *** **** and he stated he has already told
  the BBB that they picked the wrong business when he got an email confirmation
  of his complaint or when speaking with someone.
  He said it is Brooks Behavioral Health in Gainesville, but the
  BBB rep said there is only one Brooks in their system?  And they couldn’t
  do anything.
  I confirmed there is a Brooks Behavioral in Gainesville:  *********************************

   

  This complaint is listed under Brooks Rehab which is inaccurate:  www.Brooksrehab.org

  
  *** **** gave us permission to reply back and say we connected
  and to please have them update the location to the Brooks Behavioral site in Gainesville and to remove the
  complaint about Brooks Rehab.
  

  Please confirm receipt and that you are updating this complaint to the correct organization. 

  THanks!

  Business Response

  Date: 08/25/2022

  From: ****** ********** *** <*****************************>
  Sent: Friday, August 19, 2022 4:24 PM
  To: **** ******* <*********************>
  Subject: Re: Better Business Bureau Complaint

   

  Hello *** ********

   

  Thank you for reaching out regarding the complaint received in your office.  I was unable to locate the "Respond to Complaint" link mentioned in the email, so I am responding directly to your email.  Please see below:

   

  The complainant is not a client with ****** ********** ***, nor has he enrolled any minor children with Brooks Behavioral.  We have not received any documentation from him and are therefore unaware of any divorce decree.  He did agree to assist with payment, and we allowed him to assist.    We cannot release any further information due to HIPAA constraints.  We have, however, had many telephone conversations with the complainant in an effort to address his concerns and offered several solutions, one of which was that he could discontinue payments.

  Please let us know if we need to document elsewhere or if we can assist further.

   

  Sincerely,

  ***** *********

  

     

       **** ** **** ***

       *** * *********** ** *****

       phone: ************

       fax:************

       w***********************

        ****** ********** *** | Facebook

   

         "Setting People Free"

   

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