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:02/12/2025

  Type:Billing 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.

  I received inpatient treatment from *** starting on 04Sep2021. I have a confirmed charge under the name Silver ************************ for $3,900 on 08Sep2021. I never received any bills claiming a past due notice of any further communications on billing from my awareness. I have, however, received ongoing communications from their care coordinator, primarily through text messaging. At the start of Jan2024, I began receiving letters from a ******* Financial, on plain letter head indication *** sent my 'overdue balance' to them to collect. I had reached my out of pocket max between the payment I made to them as well as the next provider I saw for treatment. I finally received another letter this past week stating that ************************ demanded immediate payment or they will be communicating back to the company as 'not collectible.' I am waiting for my insurance company to provide me with *** **** for this ********** primary complaint is that *** has flat out refused to provide me with a detailed breakdown of the 'past due' balance. In fact, in the midst of this their *** Alumni Coordinator system sent me multiple texts asking me to join their fund raising events, but never received a call back after leaving them a voicemail for the billing department when I first reached out in early 2024. When I was able to get in touch with someone, by calling their inpatient unit, they told me that I could only contact the collections agency. As my provider, if they are using a collections agency to try to get another $2,580 out of me on top of the $3,900 already paid, they better be able to provide me a specific breakdown of those charges and what wasn't covered with my first payment and a sound rationale as to why I was never billed or sent any communication regarding this, and instead sent to collections 2 years after the fact. Being that they treat a high risk patient population, this feels predatory.

  Business Response

  Date: 02/17/2025

  Good afternoon,

  I have reviewed this account and it goes back to dates of service in 2021.

  Their insurance company denied payment of our claim for Coordination of Benefits, which means that the patient needed to provide additional information to her insurance before they would pay the claim which she did not complete.

  This account was moved into further collections in January of 2022 so I'm unsure of why she was not receiving those notices.

  We will close this patients account as paid in full effective today and have any and all late notices stopped.

  Thank you,

• Initial Complaint

  Date:08/21/2024

  Type:Billing 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.

  I paid in advance for in patient treatment for this organization. I never ended up attending this treatment. The payment plan I set up was for if I went because I thought I was going to go and they told me if I paid in advance then I would move up the waitlist faster. Then I ended up not going. I put a 50% down payment down of $3175.00 on January 8th 2024. Then I was to be charged $176.38 for 18 months to pay off the remaining total. I then called and canceled the treatment and they still accidentally charged me for 2 of the months of I canceled. There was no cancelation fee of any sort, this was just prepayments so I could move up the waitlist as I was told. One payment on 02/21/2024 of $176.38 and another of the same amount on 03/20/2024 was collected by them. This total comes out to $3527.76.I proceeded to call a 2-4 times a month trying to resolve the issue. I have probably called a total of ***** times trying to resolve this issue. I have been told multiple times that it was being resolved and the money would be back in my account in ************************************************ February. It is now August and still no refund has been issued. The attached document shows the payments I made and shows that my payments are a negative number because I never attended this in patient treatment. I do not know where else to turn at this point and need help resolving this issue. Thank you.

  Business Response

  Date: 08/20/2024

  Good Morning,

  A voicemail has been left with **** on 8/20/24 notifying him that a refund check has been issued the amount of $2,321.44.

  In addition, **** did not attend Recovery Centers of America at ***********, which this complaint was assigned to.  **** did however, attend Recovery Centers of America at St. Charles, located ***********, *********

  Thank you - *******************

  Business Response

  Date: 08/29/2024

  ************** did indeed attend our **************** Program from 1/11/2024-1/18/2024 as you can see in the statement provided.

  ************** did put down $3527.76 to cover his financial responsibility per his insurance. ************** did not complete the program. According to his insurance company *** ***** was responsible to pay $1206.32 for the time he attended treatment. A refund in the amount of $2321.44 was returned to the patient's credit card on 8/21/24.

  This complaint was originally sent to our ***********, ** location and they responded with the resolution. I have attempted to speak with ************** 3 times to inquire why he filed a second complaint after he was refunded to see what other assistance I could provide. ************** asked if he could call me back but never did.

  We believe this matter is resolved.

  Thank you

   

   

  Customer Answer

  Date: 08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I still have to say just so somebody sees the response. The fact it took 7 months is beyond comprehension. Bunch of scam artists over there.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22077268
  My name is **** ***** and I want to reopen my complaint that I thought was resolved. The same company that I agreed to having this resolved (even though I thought they didn't give me enough money back) is now trying to charge me again for even more money then they just gave me back. The billing department of this company has no clue what is going on and I do not know how else to explain to them to leave me alone. Please reopen this complaint and tell them to stop telling me I have an outstanding balance.
  
  Thank you,
  
  **** *****

  Business Response

  Date: 10/04/2024

  Good afternoon,

  I just spoke with Mr. ****** He did receive a bill in error. He has no balance due with us. I apologized for the error and I have made sure that we will not receive any additional bills from Recovery Centers of American regarding this episode of care. He was grateful for me call and stated he would be calling you to close this complaint.

  Thank you, ****

   

• Initial Complaint

  Date:04/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received treatment from this company and was told before I came in that I met my deductible. Month after being discharged I was sent a $2093.45 bill in the mail. If I had met my deductible, which was verified by them as I gave them my insurance information at the time, why are they sending me a insanely high bill when they all ready got paid through my insurance?

• Initial Complaint

  Date:01/10/2023

  Type:Billing 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.

  on 11/22/2023 patient entered the St. Charles facility for Detox from Alcohol. Patient was taken to ****** hospital in the morning on 11/23/2023 where he remained for 7 day. On 11/21/2023 patient and his mom paid for a full 7 days of Detox at Recovery Centers of America. Patients Mom has been contacting RCA multiple (4 times since 11/28) times over the last month in an attempt to get a partial refund seeing as he was only in the facility for less than 24 hours and received full treatment elsewhere. RCA Submitted an Insurance claim for the full 7 days and was reimbursed. RCA submitted a claim for $4,080.00 and received a check for $1,742.16 from BCBSIL. We paid $4,450.00 on 11/21. 2 issues, 1st) RCA submitted a claim for 7 days when in reality they only had Patient for 20 hours 2nd) Patient and his parents paid in full $4,450.00 for 7 days and patient was only treated for 20 hours. There should be a refund and the fees recalculated to include 24 hours of care NOT 7 days. The insurance should get a new submittal and Patient and his parents should be receiving a refund. Everytime we call RCA we are told that they are submitting an email to the refund department and they will call us back. We have YET to get a phone call back. RCA received way too much money for 20 hours at their facility and this needs to be rectified. We are asking for the bill to be recalculated for 24 hours of care and a refund submitted for that recalculation. Also a new corrected claim needs to be submitted to BCBSIL.