Complaints

This profile includes complaints for Covenant Family Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Covenant Family Solutions

  1655 Blairs Ferry Rd. Marion, IA 52302

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  Covenant Family Solutions

  1754 5th Street Coralville, IA 52241

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:02/18/2025

  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.

  Since starting my employment at ****** schools and selecting United Healthcare coverage in July of 2023 it has been a constant battle for them to take responsibility as primary coverage. Part of this time I was double covered and triple covered. I have made numerous phone calls to United and Wellmark (secondary and tertiary). I have also had conversations with Covenant Family Solutions about the need for them to rebill claims. Today, 2/17/2025, without my approval, my debit card was charged $1.209.00 by Covenant Family Solutions. Covenant Family Solutions is aware that I have multiple insurance coverages and that United is primary and yet they billed me for amounts greater then my cost share without my approval.

  Business Response

  Date: 02/18/2025

  Hello, I am sorry that you've had difficulty getting your insurance company to cover these services.  When this happens, the balance becomes the patient's responsibility.  Per our policy and as noted in our initial documentation, patient balances are applied to credit cards each month.  Our billing team works and resubmits claims constantly and exhausts all avenues in getting claims paid by insurance companies but sometimes our experience is similar to yours.  Thank you.  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22953964
  
  I am rejecting this response because:

  Covenant Family Solutions is making false claims in their response to my complaint. As a past patient at this mental health clinic, I provided all that was required of me to ensure that United Health and Covenant could process my claims. It is not a current for former patients responsibility to ensure a health insurance processes claims appropriately and it is not my fiscal responsibility to take that on when Covenant Family Solutions does not rerun the claims or contact United Healthcare directly, which they have had over 12 months to do so.

  I have not been associated with Covenant Family Solutions since March of 2024, almost a full calendar year. While I did give consent for this company to charge my card on file for standard charges like copays during the time period I was seeking mental health services, it is unrealistic and unethical for them to place a $1,200 charge onto my personal debit card without my explicit consent and nearly 12 months after I have rescinded any affiliation or consent of services with this company.

  I was given no notice that this charge would take place on my personal card and was unaware that this company still had access to this information.

  Covenant Family Solutions is making fraudulent statements in claiming that they apply balances to cards monthly when the last charge I have received from them was in March of 2024. This is a fraudulent statement being made to the Better Business Bureau. 

  Covenant Family Solutions clearly does not constantly resubmit claims nor do they exhaust all avenues to ensure claims are submitted appropriately. It is irresponsible for this company to hold me financially responsible for their lack of ability to communicate effectively with my insurance companies. At the time period I attended this clinic, I was double insured on my own and my spouses health insurance. I communicated numerous times to both insurance companies and Covenant Family Solutions to ensure that they were rerunning my billing claims.

  There is zero reason why I should be held fiscally responsible for the clear lack of communication between my insurance company (United) and Covenant. It is abhorrent that this mental health company would charge a patient who has not been affiliated with this clinic in close to a year without any prior notice. It is even more abhorrent that this clinic is clearly trying to scrape the blame onto the patient who received mental health services.

  I am rejecting Covenant Family Solutions response and request that they withdraw the unauthorized $1,209 charge to my personal card and begin resubmitting my claims with ******************, the entity that is actually fiscally responsible for these charges.

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

  Business Response

  Date: 02/27/2025

  Hello, 

  The claims involved in this situation are from early 2024.  These claims were initially paid by ***, however, in July of 2024 these payments were taken back from Covenant Family Services by *** because *** indicated that the client had other insurance coverage. In September of ********************************************************************************************** question because of coordination of benefits issues, as claimed by ***. The balance was moved to patient responsibility and invoices were generated for the balance.  In January of 2025 an email was also sent to the client regarding the balance and offered a reduced rate. The balance was then charged to the client's credit card.  On 2/18/25 the client called CFS about the payment.  On 2/21/25 CFS contacted *** about the claims and had the issues escalated within their team.  CFS was informed by *** that the coordination of benefits issues was rectified in September and that they incorrectly taken back.  Generally, when his happens the claims in question are automatically reprocessed by the insurance company, however, that did not happen in this scenario.  On 2/21/25 CFS issues a refund to the client for the full amount, as the claims were reopened with UHC now processing the claims.  However, a chargeback was initiated by the client, which has taken place, so CFS stopped the processing of the refund.  At this time, the client has no balance, and the money charged to their credit card has been returned.  The claims are being processed by UHC.  I am sorry for the confusion and hassle.  Thanks