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:07/29/2024

  Type:Sales and Advertising 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 daughters had an appointment at the end of June that they attended with a counselor named *******. My wife waited in the car because she had 2 other small children with her. She made no additional appointments. My wife sent a message (attached) asking for appointments for 4 of our children. ******* responded on 7/10 with some dates and times. My wife did not respond. ****** set appointments for the two girls for 7/11 without my wifes agreement and then charged us 2 missed appointment fees of $160 ($320 total). I called and discussed with ******* and she stated that she talked to my wife after the appointment at the end of June. This did not happen. The company agreed to reverse one charge. The charged a $20 copay when they submitted the reversal. Now the copay remains on my account and the reversal is no longer in my bank account. I want the full $320 plus the copay back. There was also a missed appointment charge in April that Ive been unable to review because *** spent so much time on this. Based on their business dealings Id like a full transcript of my charges and dates and the 3 missed appointment fees returned to me. Theyve been hard to reach via phone and email. The owner *********************** is supposed to call me but hasnt yet. A quick online search will also show that theyve received 20 some negative reviews mostly dealing with poor billing practices and customer service.

  Business Response

  Date: 08/12/2024

  HIPAA Form Requested

  Customer Answer

  Date: 08/14/2024

  I dont understand the release because its pre-filled saying that the release is going to health insurance rather than the BBB. I want them to release info to the BBB. How do we get the release updated. 
  

   

  Customer Answer

  Date: 08/16/2024

  Attached are authorizations for the BBB to discuss accounts for ***** and *******************

  Business Response

  Date: 08/21/2024

  Good Afternoon,

  Attached is the billing statements showing all transactions between the ****** family, and Red Couch Counseling. Note we are required to charge copays due to contractual agreements between us and the insurance companies, and members and insurance companies. Due to HIPPA we are only able to disclose billing statements as per the client's request. But in our contact to be seen for Red Couch Counseling, it outlines our missed/late cancellations policy, as well as requires parents present for minors to schedule follow up appointments. Our clinicians go over this Consent to ***** during all intakes.

  Please see the attached statements showing a refund of $160 from Red Couch to the ****** family, as an act of good faith, by the provider for the financial stress this was causing the family. 

  Attached is a statement showing that for Date of Service 6/27/2024 United Healthcare sent a payment of $84.79 with a patient responsibility of $20 which legally is required and also stated under our consent and insurance form to collect. 

  The $160 refund was processed from our EHR and bank on the 27th of July and sent to the ******** card on file. 

  Due HIPPA we aren't able to divulge in more details due to the *** signed by ****************. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22058330
  
  I am rejecting this response because:

  Red Couchs policy may be that a parent must be present in order to set up an appointment with a minor, but this is not what happened. ********* was in the car with two of our other children and the therapist did not go to the car to create the appointments. Its clear from ********** request that she was asking for appointments for 4 children and had no expectation of appointments already set for the date that was identified as missed. This is because she did not set the appointments in question. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/22/2024

  We have sent multiple ROI's for them to sign for us to be able to disclose this information. The client is encouraged to contact us directly at ********************************** to resolve this in a HIPPA compliant matter.