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:12/14/2022

  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.

  My special needs twins ******************************** 6-30-01) with intellectual disabilities & various psychosis attend. I'm their mom & legal guardian. Avant quotes compassion, integrity, hope, & innovation on the website but we don't get that. My child was hospitalized 2x this year for ************* reached out to Avant & neither time did they respond to me or the hospitals. They had an appointment 11/28/22 & 12/1/22 where an MD prescribed a 2 new medications. As of 12/13/22 the staff has yet to complete a prior authorization with the 2 insurance plans that we have, and my daughter hasn't received the medications. They haven't issued refills for the medications that the new medications replaced so my child is without medication. I have emailed & called & received no response. When I call and request the office manager, I'm told she is too busy to talk to me. Staff says "I was told to tell you" No one asks why I am calling; they give a scripted message & blow me off based on their assumptions of what I want to discuss. I asked to talk to a clinician and have been told I cannot speak to them. I asked to speak to the owner ********************, & the staff won't let me speak to him. I'm told someone will call me back but in 2 weeks, no call. The only time I was able to speak to the manager she was unaware that we had two insurances. ***************** We have been coming to them for almost two years and they have been billing incorrectly the entire time, even though all insurance information has been provided. I really don't think this practice cares about their patients at all. The only way to speak to a clinician is through an appointment. They are full of apologies at the monthly appointment but then you have to deal with the run around from the staff for the next month until you can see a clinician again. They don't care if your health fails during this time because there is no compassion.

  Business Response

  Date: 12/27/2022

  Patient's mother called multiple times regarding prior authorizations for medications for patients (her children), however the PAs were denied repeatedly (as attached above). Patients' mother was called and informed each time we received a denial by the location's practice manager (first one on 12/6/2022). At that time the practice manager informed the mother that an appointment would be needed so that alternative medications can be discussed and prescribed. It is unethical, unsafe, and impossible for the office manager or any administrative staff to make any prescribing decisions. Our office manager offered an appointment to allow patient's to discuss with the prescribing provider to make that medical decision. The mother argued  with the office manager stating that multiple appts have already taken place and felt that it was unnecessary to have more appts because nothing has changed.  Again, the office manager informed the mother that medication changes cannot take place without an appointment being rendered. This visit would have been done free of charge given the concerns, however the patient's mother refused. At the time of the last few phone calls the mother became condescending to the office manager expressing her dissatisfaction with our ethical and legal guidelines. Unfortunately, since the visit was refused no medication changes can be made. Our office had prescribed the medications and completed the prior authorizations on several occasions free of charge. Prior Authorizations typically require a fee of $10 and are a courtesy service since patients can complete their own prior authorizations with insurance. It is up to the patient's insurance company what they will cover. At any time the patient could have resolved the issue by (1) contacting the insurance company themselves (2) paying out of pocket for the medication that was not covered by their insurance (3) agreed to speak to the provider to prescribe an alternative medication. 

  We do require appointments for patients to make changes or speak to a clinician, although the appointment may or may not be billed depending on the circumstances, it is an office policy and an ethical guideline. Appointments are always available same day for emergencies and clinicians return urgent calls at the end of day for changes during allocated time blocks. In regards to insurance, the patient's mother only provided one insurance upon establishing care in their new patient paperwork. However, our office is happy to correct any claims that could have been sent to an additional payer although the process of running secondary insurance is also a courtesy as most patients submit their own claims to secondary insurance and many offices do not allow the use of secondary or tertiary insurances. 

  In regards to the request for resolution- our office will as a courtesy, process any secondary insurance, make any necessary corrections and correct any billing the patient and guardian believe to be incorrect. We have appealed the prior authorization decision which is the only thing we can legally and ethically do without the patient's discussing with a clinician, which the guardian has refused. If the patient's guardian believes they were ever treated poorly by our office staff we do deeply apologize and as mental health professionals never intend to cause any additional stress or dissatisfaction as we know how this can impact one's mental well-being. We do believe we have worked to resolved this issue to the best of our ability.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18570632
  
  I am rejecting this response because: this is an absolute LIE! We had an appointment on 11/14/22, my daughter had an episode on 11/16/22 and i left messages for the clinicians from 11/16/22 - 11/23/22 and didn't get a return call. A clinician finally took my call on 11/28/22 and a new medication was prescribed. We had another appointment on 12/1/22 and another new medication was prescribed that day as well. Both medications were an alternate form of the same medication that was already being prescribed all year and both medications needed a prior authorization by both insurances. The pharmacy notified them of such and I notified them of such. The office manager took two weeks to return my calls and the prior authorization for one medication using one insurance ********** was ran on the second week. At our appointment on 12/1/22 we scheduled our next appointment which would have been 12/28/22 at 5 pm. I specifically asked to speak to any available clinician regarding the medication as well as to speak with the owner and each request was denied by the manager and the staff. I had 2 appointments in the same week and there was no need to have an appointment to continue with the medication that was already being prescribed prior to the new medication being requested. This was told to me at our in person visit on 12/1/22 by the clinician. So instead of doing the prior authorization and instead of letting me speak with a clinician, my child did NOT receive the necessary medication in either the new form or the old form that she was previously taking. Instead of a phone call of which I was told many, many times that someone would call me back, I received an email from the office manager on 12/21/22 stating clearly that my family was being discharged from the practice because a complaint was made to the BBB and any future appointment we had was cancelled. She also included letters from the failed prior authorization to our secondary insurance ********** which was dated two weeks after the medication was prescribed and did not include any proof of a prior authorization to our primary insurance (BCBS). I was never informed other than the 1 call by the manager of any prior authorization updates. So within a month of my calling this office I was only allowed to talk to the manager once as all other occasions I was told she was too busy to talk to me or she has gone for the day, I never was able to speak to the owner, and I was never allowed to speak to any other clinician. To discharge patients because a complaint was made is what is truly unethical because they chose to not correct their mistakes or care about their patients, they instead just got rid of the patients. I have included the ONLY communication I received. The lies being told to the BBB do not match anything that was told or sent to me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/05/2023

  Director reached out to patient by phone today. We were able to offer an immediate meeting with the MD to confirm correct medications were sent to patients to replace the medications requiring authorization that had previously been denied by insurance. Practice to follow up on the prior authorization with the newly updated insurance. Apology issued for the experience of the patient and guardian. Direct access to upper management provided and new appointment scheduled. Sample medication provided for the medication previously requiring approval from insurance. Director will follow up on care and initiate follow up and training with staff. We do hope to resolve this concern as effectively as possible and forge a positive patient relationship moving forward.