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:07/11/2025

  Type:Product 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 son was seen at this clinic over a year ago. I gave them our insurance information and assumed it was taken care of. Now a year later I'm receiving texts messages about owing them money for his visits. They finally sent me the bill and no insurance has been claimed. IV looked back on my email and text. I have not received any correspondence from them about a bill since Aug of 2024. Now they are texting me daily about a past due amount. My information has not changed and the clearly have it as they are texting and emailing me about this issue. Why almost a year past his last appointment are they sending me a huge bill? Why haven't they let me know that something was due or they didn't/couldn't bill my insurance which they told me they took.

  Business Response

  Date: 07/12/2025

  We investigate all complaints carefully and will take appropriate action to resolve this matter professionally.

  If the complaining party reached out to us via email or phone call, we will respond accordingly.

  Patients are typically informed in a timely manner about their benefits and liabilities. If mistakes occur on our part, we will resolve it fairly with the patient.

• Initial Complaint

  Date:05/11/2025

  Type:Billing 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.

  I started seeing this psychiatry clinic in 2023. They were billing my insurance correctly for the first five months and then they stopped billing me on a monthly basis. Then they sent updated billing that was not correct nor was it sent to my insurance correctly. I brought this up with them as well as my insurance company and then a year later, trying to send a bill again.

  Business Response

  Date: 05/12/2025

   The Charges are LEGITIMATE charges for services rendered. There is no evidence that this charge has been addressed. We will email a statement directly to the email on file. If payment is not received within 30 days, we will turn this over to legal collections. We appreciate your business.

  Customer Answer

  Date: 05/12/2025

  Id like to bring up the Surprise Billing Act for this matter. As noted, I paid for every visit prior to my visit with the *** That stopped for five months and I never questioned it. Then they sent me a bill for over $800.00. I reported it to my insurance company after review because they were not billing correctly. They consistently switched me with a variety of providers which caused part of the issue with insurance - which is an issue on their part (employment - lots of employees left).
  

  Now a year later, after no contact, theyre trying to send a bill around $700.00. Ill be happy to file a complaint with *** too regarding the Surprise Billing Act. 

  Customer Answer

  Date: 05/12/2025

  I started seeing them in March on 23. As noted the employees changed regularly and in 7/27/23, they stopped billing me before me appt. Then in late November, early December of 23, thats when they submitted the bill to me for around $800. If I truly owed this money, then why has this not gone to collections in all this time. I refuse to pay for it because the accounting is not correct and the business practices of this clinic are unethical and should be reviewed by someone with authority and experience. 

  Customer Answer

  Date: 05/12/2025

  Complaint: 23315903
  
  I have reviewed the business' response and am rejecting it because: I am formally disputing the charges submitted by this provider due to clear violations of billing transparency and patient rights under the No Surprises Act (***). Initially, I was billed at a lower, in-network rate for services. However, without my knowledge or consent, I was reassigned to different providers due to the clinic's internal staffing issues. These changes were never disclosed to me in advance, and at no time was I informed that I would be treated by an out-of-network provider or that it would result in different billing rates. When I contacted *****, they acknowledged that the billing difference was due to the provider switch; but this staffing issue is not my responsibility. Patients should not be penalized because a providers office fails to maintain consistent staff or communicate changes in care. I have attached documentation showing discrepancies in the billing for similar services. Additionally, the final invoice in question was submitted more than six months after I last saw provider ****** ******, without prior notice. This situation falls squarely under the protections of the No Surprises Act, which is designed to prevent patients from receiving unexpected out-of-network charges when they had no control over the provider rendering care. I am requesting that this provider revise the charges in accordance with the ***, correct the billing discrepancies, and cease collection efforts on disputed charges until this is resolved. 
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 05/13/2025

  Our determination on your case is final and we will proceed with our next steps on the matter. If you have valid documents from your insurance addressing any billing discrepancy (in network vs out of network billing), you MUST send them to us, in writing, to Success Health System, P.O. ***************************, within 30 days of you being notified of this pending matter. 

  Customer Answer

  Date: 05/14/2025

  Complaint: 23315903
  
  I have reviewed the business' response and am rejecting it because:

  
  Thank you for your response. However, I do not accept this resolution.
  
  
  The providers billing practices are in clear violation of the No Surprises Act. I was not given any billing information at the time of service, nor was I informed of any change in care or cost in advance. I received a bill six months after the service that exceeded reasonable expectations without any Good Faith ******** or prior notice, as required under federal law.
  
  
  I will now begin the process of filing a formal complaint with the Centers for ******** & ***************** (CMS) and will take legal action if necessary to ensure this matter is properly addressed.
  
  
  This response and the conduct of the provider will also remain on record with the Better Business Bureau.
  
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  They are advertising services that they are not set up for yet. I have treatment resistant depression and anxiety and they offer esketamine. But they dont. They will hang up on you now if you ask about it.

  Business Response

  Date: 02/20/2024

  As a Covered Entity, governed by privacy statutes, rules and regulations, we cannot comment on any specific case publicly, nor can we confirm or deny that the party receives or sought to receive services at our institution. With the above being said, in broad general terms, best practices used at our highly esteemed institution are as follows:  At Success Health System, we provide the highest quality of care to patients, and we do so with speed, compassion and accuracy. The Majority of our new patients seeking **************** are seen within 1 week, with many being seen within 48 hours of paperwork submission!! No other practice in the entire ************* can boast of that performance. Here is our mission statement " With our dedicated and hardworking professionals, we provide excellent and compassionate care, as its our mission to place our patients at the center of all our priorities. We strive to be First in our service delivery, because being first is always best!

  With respect to the issue of Esketamine, the flyer/information sheet states " Esketamine is provided in SELECTED LOCATIONS", not ALL LOCATIONS. The consumer may not have read the information provided properly and is invited to read the specific flyer carefully. Success Health System LLC offers ******************* Services in 3 locations as follows: Location 1: *****************************************; Location 2: ************************************************;Location 3: ******************************* Coeur, **. Esketamine Treatment is currently offered in the Western location, in collaboration with bridgeway. The Central and Eastern Locations will be furnished in the next few months. There are other providers of that service in the area and the consumer is invited to seek the specific services there. If he needs help accessing our Western location services, we are more than happy to guide and setup treatment. We are here to help.

  We are an extremely busy office, with a patient load of more than ***** at this time. We hold ourselves to the highest standards of customer service and service delivery. We are more than willing to guide patients in the right direction the best way we can, and we look forward to serving thousands more patients in the near future. We treat children, Adolescents and the elderly and we are eager to serve our patients dispersed in 7 States and counting.

  Truly,