Complaints

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• Initial Complaint

  Date:06/26/2024

  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 have been going to the center for revitalizing psychiatry for 2 years now and they have been charging me double my copay the entire time. Now they are giving me the run around about paying me back despite the fact that my insurance says they are required to reimburse me the overpayment. This has been dragging out for a year. This constitutes insurance fraud and abuse of the mentally disabled. Im filing a complaint with the *** to address this. I worked with my insurance for nearly 6 months during the reprocessing and they advised the excess money I was charged would be reimbursed by the psychiatry office. The center for revitalizing psychiatry is to this day refusing to pay me the excess money I paid which amounts to hundreds if not thousands of dollars. I have submitted them to the ********** of ******* for taking advantage of the mentally disabled. These crooks should not even be in business. Lastly I would like to address the fact that Ive seen three psychiatrists since I have been going to the Center for Revitalizing Psychiatry and not one of them possesses up to date psychopharmacological knowledge or has a firm grasp on mental health conditions. I have a masters in neuropsychiatry and my knowledge base is far more vast than any doctor I have seen there. If I didnt have a back up psychiatrist out of state I most likely would have had several episodes by now. In the last 20 years Ive seen many psychiatrist and facilities and I have never met a group of doctors more clueless when it comes to mental health and medications. If I had not had so much experience in this arena this office would have sent me into the hospital time and time again. I cannot really afford a lawyer but this office has to be held accountable in some way for returning this money to me.

  Business Response

  Date: 07/05/2024

  To Whom It May ******************** you for bringing this complaint to our attention.

  We understand the client's frustrations and we have made every effort to explain that the billing issue is not with us but with her insurance company not processing the claims correctly. It is very unfortunate that our multiple attempts over the past 8 months to explain the situation to the client have not been successful.

  As a standard practice, we collect money from patients based on the guidance from their insurance during the insurance verification process and adjust, if needed, after a claim has been paid by reviewing the Explanation of Benefits (EOB) for each visit. Starting in December 2023, client's insurance has been processing her visits as out of network, resulting in a larger balance than expected. As soon as the insurance error was brought to our attention, instead of collecting the balance, we contacted the insurance to find out what the issue was. The insurance company admitted that the claims have been processed incorrectly and asked us to allow 45 days to reprocess the claims correctly, as in network. The client was updated of the situation via phone and email about the error on December 13th, 2023, and was told that IF we have over collected anything, she will be refunded when the account has been reconciled. The communication with the client has been ongoing and we have emails from 12/13/23, 1/15/24, 1/6/24, 2/8/24, 3/4/24, 3/5/24, 4/18/24, 6/25/24, and 6/26/24. These emails are in addition to multiple attempts to reach the client via phone, with voicemail inbox being always full.

  The most recent call to client's insurance was made on June 21, 2024, spoke with ************** at UMR, call Ref # **************, where the representative confirmed that the claims have not been processed by them correctly and need to be reprocessed and asked for additional time, ***** days.

  I personally corresponded with the client on June 25th and explained the situation and asked her response was: 

  Jun 25, 2024, 7:51?PM
  I have been in direct contact with my insurance and they advised that all of the claims have been reprocessed for some time. They further advised that your office is due to pay me back the overpayment. I find it really sad that you guys have been doing this to me for so long. I am going to go ahead and file your office with the ********** of ******* for abuse of the disabled. You have done nothing but give me the run around for something my insurance confirmed was in fact submitted wrong by your office. Keeping the excess money is insurance fraud and illegal. I have given you more than enough time to sort this out. I am submitting with the better business bureau as well.  You can do the right thing and pay me back the money you owe me or I will go after it in a court of law. You can rest assured that if I am forced to do this it will make a large impact on your future business. I can guarantee that. 
  

  Despite that the client emailed after the office was closed, I personally responded right away reiterating the situation:

  We work very diligently to make sure that our patients are provided the right care and that their accounts are accurately updated. We have no interest in keeping any money beyond what your insurance pays and we follow their guidance on each visit's cost.
  
  As I mentioned earlier, your claims have not been processed by your insurance correctly, and as of last week, they will  reprocess them in the next 15 business days. If we have followed their original Explanation of Benefits, you would have been responsible for a large balance at this time, in addition to what you have already paid. This would not be fair to you, so we keep calling them on your behalf, just like we do for all of our patients, to make sure that your insurance pays accurately and your financial responsibility is correct.  As soon as they repossess your claims, we will reimburse you if any money has been over collected. 
  
  You can also go to your insurance website and download all the records of how they processed your claims originally.  If you would like to share them with me, I'll be happy to compare them with what they have sent to ***
  
  In return, I have no problem sharing the insurance phone call records, and their incorrectly processed claims, with you or your legal representative. My contact information is below, feel free to share it with your attorney if they would like to speak with me directly. 
  
  We have no interest in keeping the excess of your money, but we cannot finalize the reimbursement amount without your insurance processing your claims correctly first, which, according to them, should take about 15 business days from last Friday.
  
  Please let me know if I could be of further assistance at this time.

  Regards,

  Vilia
  

   

   

  We take every client seriously and work with them and their insurances to ensure that the accounts are handled properly. Threatening us with bad reviews, legal actions, and other ways of defamation will not change our integrity.  Please let me know if you would like any additional information to clarify the situation.  

  Thank you for your attention in the matter,

  Kind regards,

  *******************
  Director of Operations
  Center of Revitalizing Psychiatry
  *************************************************
  Tel: ************ Ext. 202
  Fax: ************
  www.revitalizingpsychiatry.com
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21902458
  
  I am rejecting this response because:
  Your response is inaccurate first of all and I will cover several reasons why. I know that *********************** and your original billing company who did this were recently fired and that is when you got involved, therefore you lack complete and accurate information regarding the matter having just started. I will gladly send you all of the correspondence I had with ***** regarding this issue that has been dragging out for over a year.  I can cite many dates that I spoke to both your office and my insurance, happy to provide these ***** correspondences from ***** pushing everything off.  I was told by my insurance today that you only sent the date of service for March 11, 2014 to be reprocessed so your entire call was based off one date of service when they need to all have been reprocessed dating back to April 2022 when I first started going to your office.  I was being charged double on my credit card for 2 years before I caught onto this so the idea that I would have a balance is simply untrue.  There is no possibility of this and there are several other reviews on the internet telling patients to watch their pocketbooks and recounted their experiences with improper billing in your office (attached for purposes of the BBB).  Not to mention my mother had an appointment with your office over a year ago that she canceled and just received a letter last week explaining that they were returning her money to her.  After a year. And the really funny thing, there was no check enclosed!  What a joke. How many other clients have you done this to?  Your office is about to come under a lot of scrutiny. I have also reported you to the ****************** of ******* I am just telling my honest experience and it just so happens that there are many out there who agree with me that you are charlatans.  I am not threatening you with anything, simply conveying my honest experience with the public and with those who regulate your actions.  That is not defamation and that is not a threat.  You take advantage of the mentally ill and commit insurance fraud which to me means that you do in fact have a lack of integrity.  Just to give you the latest, (and happy to provide the earliest) interaction regarding this matter took place at 11:45 this morning, July 8, 2024 on a call to UMR with ****** who is bringing her supervisor ***** into this. I am waiting for a callback. ****** advised that the phone call you mentioned only covers one date of service and that it was sent for reprocessing on March March 11 2024 and confirmed it has been reprocessed. Where are all the other monthly appointments that you sent for reprocessing?  My insurance has no record of you submitting any other reprocessing claims   (call ref # ******-30394).  I have requested all of my credit card statements dating back to 2022 to see just how much I overpaid being charged double on a monthly, if not bimonthly basis.  It is simply a matter of looking at the dates of service and what I was billed on my credit card  my insurance just confirmed again that I am on network, my typical overpayment was roughly double.  Its just a matter of math at that point.

  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/11/2024

  We are in disagreement with this complaint to the BBB, hence the previous response.
  

  As it it was mentioned to the client in a direct communication via email, we are happy to provide any and all supporting documentation, however there was no response from the client and this complaint was filed with the BBB instead.  The BBB website is not an appropriate place to disclose any personal information, and there is nothing else we can share at this time on this public forum due to HIPAA regulations.

  We are waiting on client's insurance company to get back to us, and will gladly resolve the issue once we have all the information in place.

  Kind regards,

  Center of Revitalizing Psychiatry

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21902458
  
  I am rejecting this response because:

  my insurance told me that the reprocessing was completed on 5 July 2024.  You are in possession of all relevant paperwork and information at this point.  There should be no more delay in reimbursing me for the overpayment.  Also, we still have the issue that you only sent one claim for reprocessing and this has been going on for years.  You are not even attempting or acknowledging that you overcharged me for years.  This is not just one date of service that needs reprocessing.  I am in possession of all my credit card statements dating back to 2022 so I can see just when and how much I was charged.  Its funny that the dates you charged me do not correlate to days of service.  Also, no one is discussing health information here.  This is a billing issue and is not a factor in HIPPA compliance.  I will not stop until you have reimbursed me for every appointment you overcharged me.  This information has been provided to the investigations team at the **************************  I will be documenting every single dollar you charged me and I will not be satisfied until all this money is accounted for.  

  
  Sincerely,
  
  ***********************************