Complaints

This profile includes complaints for Proud Moments ABA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Proud Moments ABA has 3 locations, listed below.

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  Proud Moments ABA

  2431 Creighton Rd. Pensacola, FL 32504

• 

  Proud Moments ABA

  3771 Stefani Rd Cantonment, FL 32533-7795

• 

  Proud Moments ABA

  9900 N. Davis Hwy. Pensacola, FL 32514

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:08/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 child started receiving ABA therapy at Spectrum House in Niceville, FL in 2018. In 03/21, Spectrum House merged with Proud Moments. My child continued to receive services until we moved out of state in 07/21. On 07/07/22, I received an invoice stating that Proud Moments had submitted claims to my insurance carrier for services provided from 04/20/21 to 06/04/2021, that my insurance had processed the claims, and that I was responsible for paying the remaining balance (almost $900). I immediately contacted Proud Moments asking for verification that the services had been billed both to my child's primary insurance (***** and secondary insurance ******* **********). On 07/21/22, I received an email from Natalie Lyle ***** stating that Proud Moments did not have my child's secondary insurance information on file. I provided copies of my child's insurance card to her on 07/25/22. On 07/26/22, Ms. Lyle ***** contacted me via email stating that my child's "Medicaid is showing as inactive on the Medicaid portal. There appears to be no secondary insurance through Medicaid at this time so billing to the secondary insurance as Medicaid is not possible at this time." I informed Ms. Lyle ***** that my child's Medicaid is inactive now because we moved out of state last year. I reminded her that "we obviously were in-state when (my child) was receiving services, and the medicaid account was active at that time. You should be able to verify it was active at time of service and bill accordingly." She let me know she would pass this information along to the authorizations/cost sharing team. On 08/05/22, I received a second invoice requesting the same amount for the services provided from 04-20-21 to 06-04-2021.
  At time of service, my child was a recipient of the Gardiner Scholarship. Had we received the invoice, showing appropriate insurance billing, earlier, we would have gladly used the scholarship to pay the balance. At this point we are too late to submit to Gardiner.

  Business Response

  Date: 09/22/2022

  
  
  Thank you for submitting your inquiry. We truly apologize for the inconvenience this has caused you and your family. After a thorough review of the events, we did not submit the secondary claim to your Medicaid plan in a timely manner, and as such we have written off the amount due. There is currently no outstanding balance on your account. In addition, we have reviewed our processes and controls to ensure that this does not occur in the future. Thank you again for your inquiry and please let us know if we can assist you in any way in the future.
  
  
  
  Best,
  
  
  
  Joe *****
  
  Vice President, Revenue Cycle Management
  

  Customer Answer

  Date: 09/24/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  Thank you for your attention to this matter. I appreciate that you not only addressed my complaint but also are taking steps to ensure this situation does not occur again in the future for me or other clients.