Complaints

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• Initial Complaint

  Date:09/27/2024

  Type:Customer Service 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 daughter went to Clive Behavioral Health as suggested by her school for an emergency mental health evaluation. After the evaluation she received out patient and in patient care. Through out her care and after Clive Behavioral Health was attempting to collect funds prior to insurance completion. As they bill for each month separately along with separation between in and out patient care on top of the doctors portion. After insurance completed their reviews in the 5 various accounts theyre collecting on. The first (November 2022) I paid in full through one check. The other 4 are set up on an agreed payment plan where funds are taken every month automatically from my checking account. The agreement that was made was my payment would be split between the accounts until paid in full. Clive behavioral health has not split payments as they have informed me multiple times would happen. They have called my husband through out the process along with sending us to 3rd party collections agencies all while theyre taking money each month. *** requested manager involvement after each phone call and the account representative will assure me theyre taking care of it and we wont get a call from them again. A few months will pass and well receive another call. While I am a highly organized person it is not my responsibility to keep a company organized on the financial obligation that theyve confirmed is in place and will correct after I remind them of the agreement and they manually look through all accounts and find that instead of manually paying each remaining balance, they payment is being left to one and the others are going todelinquent. As weve been contacted this morning Im sending this to the BBB to stop harassment and lack of organization must stop. Im keeping up my end of the arrangement and am made out to be a criminal for their negligence. Attached is the last and only time the company has provided invoices after multiple requests to receive.

  Business Response

  Date: 10/04/2024

  This patient was seen at Clive Behavioral Health during the consecutive days of 12/20/2022-1/13/2023. There are a total of 5 encounters between these date ranges. When patients are discharged, a data mailer will be sent to the guarantor outlining what could possibly be owed based on their insurance coverage and currently deductible, copay, or coinsurance limits. These are not notated as bills. Each encounter produces its own statement and has its own billing cycle as insurance can process at different times.
  Clive Behavioral Health’s patient collections process is to send 4 statements and make 3 outbound calls to the patient to collect on the balance in full prior to sending to a collections agency. Our payment plan policy is a maximum of 6-month payment arrangements.
  I called the father on 9/26/24 to notify him that his payment plan arrangement did not fall within the payment plan guidelines. He said his wife would contact us. I then spoke to the wife on 9/27/24 to notify her that her payment plan arrangement did not fall within the payment plan guidelines and would need to be updated to remain in good standing. She refused to increase her payment arrangement so I warned her that any balance left unpaid after 6 months would be send to collections.
  Based on the 50.00 monthly payments it would take this guarantor 55 months to pay their balance in full.
  

  Encounter 1 (11/23/22-11/30/22) –
  Data mailer sent 12/20/22
  Statements were sent on 1/10/23; 2/14/23; 3/21/23; 4/25/23; 5/30/23; 7/4/23.
  Paid in full: 7/18/2023
  Encounter 2 (12/01/22-12/20/22) –
  Data mailers sent:  1/3/23; 2/7/23; 3/14/23; 4/18/23
  Insurance completed processing on 3/28/23 and balance was moved to the patient line on 4/26/23.
  Statements sent: 5/2/23; 6/6/23; 7/11/23; 8/15/23; 9/19/23.
  Payment plan started on 11/14/23
  Encounter 3 (12/20/22-12/24/22) –
  Data mailers sent: 1/3/23.
  Statements sent: 2/7/23; 3/14/23; 4/18/23; 5/23/23; 6/24/23; 8/1/23
  Payment plan started on 8/29/2023
  Encounter 4 (12/28/22-12/31/22) –
  Data mailer sent on 4/11/2023
  Insurance paid in full on 4/27/2023
  Encounter 5 (1/1/23-1/13/23) –
  Data mailers were sent on 4/11/23.
  Statements sent: 5/2/23; 6/6/23; 7/11/23; 8/15/23; 9/19/23
  11/6/23 – Mother called in upset she was sent to collections.
  

  Calls made to guarantor: 3/15/23, 4/4/23, 6/28/23, 7/31/23, 10/25/23, 12/7/23 (called to notify payment plan did not fall within guidelines), 1/18/24, 1/24/24, 7/9/24, 9/26/24 (called to notify payment did not fall within guidelines).