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:07/24/2024

  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.

  Visited Eustasis on 4.25.24 and met with ***************************** regarding an evaluation. During this meeting, ****** advised we would "need to add some stuff so the insurance pays more" for my visit. After that visit, my next one was on 5.9.24 and this time I met with *************************. She then advised me that during my evaluation with ********, I was identified as "Manic" as well as "Bi-Polar". It was clear to me then that ******** falsified my personal documents and that is what she must have meant to "add more stuff". This was acknowledged in my meeting with *******, and she made several comments about she didn't know why I was identified as having manic/bipolar. She then (unprompted) begins to give me several tests and forms that she had printed out and advised for me to fill out the questionnaires. This was not explained to me in any way other than she thought I should do it to get a better idea of what I may be truly struggling with. I was in and out of her office in less than 1 hour. I l know this for a fact because my wife brought me that day and I have messages to her stating I had still not been seen yet several minutes after my appointment start time should have been. ******* was also having a hard time focusing on my issues when she was struggling with her back injury and with playing videos on her phone. She did apologize for struggling with her back and when the video played through her phone while I was working on the evaluation paperwork. I left that day and did not hear back until I received a bill indicating I was to pay $500 as opposed to the original visit price of around $100. As the customer/consumer in this scenario I truly believe that Eustasis is operating improperly and could even be considered criminal if they are allowed to falsify patient forms in order to increase insurance payments on already inflated bills. I have made several calls to attempt to find a more appropriate bill but have not been given an oppurtunity to come to an agreement.

  Business Response

  Date: 07/25/2024

  The medical records from April and *** were both reviewed for complete documentation.  Both providers documented clear and concise notes regarding both visits.  The evaluations were both completed and documented in-depth and timely.   The documentation support the charges submitted to the insurance company.  

  The patient has an out of pocket of $6000.00 per year and a deductible of $3200.00  In reviewing the billing summary it is noted the insurance company applied the allowed payment  to his deductible. The insurance company determined what the patient responsibility is per his contract with his insurance. This is not a decision that Eustasis makes.  

  The Financial Policy was signed as well as consent to treat by the patient. 

  Please let me know how we can help resolve any other questions with this patient. 

   

   

  Customer Answer

  Date: 07/25/2024

  Complaint: 22036455
  
  I am rejecting this response because:
  

  I was not informed that the second visit would be that much of an increase in price and I will continue to refuse until it is acknowledged that my records were manipulated in a way to seek financial gain from my insurance. This was an unprovoked comment that one of your staff members made to me on my first visit, and I would not have gone back or made an additional visit had I known that the price would be six times the amount as my initial visit. I was falsely and intentionally labeled as "manic" and "bipolar" so that you can make a fraudulent charge to my insurance on my first visit. I am more than happy to pay the same price as my first visit which is closer to $100, but I truly believe I should not be held financially responsible for tests that were only conducted because I was so wrongfully charted during my first visit. I was not there for longer than an hour, and my bill indicates that I was charged for over one hour of service. That is incorrect, and just adds to the doubt that I have about the legitimacy of this bill. I would like to come to a better resolution and a more reasonable bill amount, regardless of what you have falsely filed against my insurance. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2024

  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 made a $275 payment in person on April 4, 2023. Later, I received a bill for $379 and paid it on Dec 1st, 2023. I then received another bill for $161 from Eustasis. Despite contacting them multiple times, my previous payment of $379 was not acknowledged, and now I have been contacted by a debt collector. I will not make any further payments until my previous bills are resolved.

  Business Response

  Date: 11/11/2024

  Hello, 
  I am responding to the email received thru the Contact email for Eustasis. 
  
  
  First, I apologize, but I have not found a record of the patient or your company requesting additional information regarding this case that I have been included on. 
  
  
  The patient did pay as she stated in her complaint to you, however, our records indicate the patient's insurance company requested additional information from the patient, and she did not respond.  The insurance company denied the claim stating the claim was not approved and the patient was deemed self-paid.  Her self-pay charges were ****** and she paid ******, making her balance 161.00.  This encounter is from April *********************************** July 2024.   
  
  
  If there is further information, please let me know.

• Initial Complaint

  Date:06/19/2024

  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.

  My husband, *******************************, was taken advantage of at this facility. We came here for an ADHD prescription but they did unnecessary tests when my husband has had ADHD for years and they asked for a credit card on file and we have insurance. They never billed my insurance for the services rendered and have no intention of billing the insurance. My husband did not feel comfortable at this facility and I do not understand why our insurance was not used.

  Business Response

  Date: 06/19/2024

  Hello, if the patient would like to reach out to us, we would be happy to email him a billing summary that shows we did use his insurance. The patient owed towards hid deductible which is why we had to collect during his appointment but I would like to assure you we do not keep credit cards on file for any of our patients. 

  Customer Answer

  Date: 06/24/2024

  Complaint: 21871521
  
  I am rejecting this response because:
  
  You are being untruthful about the insurance claim. Everything that day was paid out of pocket with a card you kept on file, by my husband. ********** Blue Shield was contacted by your business with false payment information.
  

  My husband and our insurance have both called you multiple times to resolve this billing discrepancy and the phone is not being picked up. I ask that you file the proper billing information with our insurance, adding the true amount that was paid out of pocket on that day so that my husband can be reimbursed correctly and fairly. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/05/2024

  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.

  This is the WORST company I have ever experienced in my life. I am being put into collections for a bill I DO NOT OWE. It was taken off in January supposedly and then added back to my bill again so I never paid it because it isn't owed and now I am in collections. I tried for MONTHS to call and get this taken care of. I called twice this week now. It's absolutely ridiculous that I am having to take time out of my day to file a complaint instead of my call being returned.

  Business Response

  Date: 04/08/2024

  Hi ******, We have received your complaint and are looking into balance for you. I will reach out shortly with an update for you. 

• Initial Complaint

  Date:03/13/2024

  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.

  There is a huge billing discrepancy at Eustasis for their patients. I has a psychology visit on 12/22/23. I used my insurance for this visit because I was unaware of the differences in pricing. After my visit, I received the bill from my insurance for the amount of $191. My insurance was billed $225 for the psychology visit. I called Eustasis on 1/5/24 to ask for explanation of this bill. I was transferred to the billing department voicemail and left them a voicemail. I received no call back. I called for a second time on 1/16/24 and was sent to the billing department voicemail again. I left a second voicemail, and received no call back. I called for a third time on 2/6/24 and was sent to the billing department voicemail. I left a voicemail and never received a call back. I received a second bill from my insurance stating the the bill was now 35 days past due, and the amount was reduced to $155.44 - different from the original $191 bill i received in January. After receiving this second notice, I called Eustasis again, finally was able to talk to a young lady in the psychiatry department - I acted as though I wanted to schedule an appointment and asked about pricing for the psychology visits. She told me that the cost of a psychology visit is $225 for those who use insurance, and $110 for those who self pay. I asked why there was a discrepancy and she stated that there is a deal with the insurance companies to charge a higher rate to those who use insurance. I then asked if I could self-pay for a visit and the Esutasis employee explained that even if you want to self pay and you have insurance, they are required to bill insurance. I don't have the option to self-pay. I never signed any documentation that stated this. I visited Eustasis on Friday 3/8, requested to speak to the billing manager - I was directed to the Chief *************************************** whom i spoke with on the phone friday 3/8. She told me this didn't seem right and she would look into it and call me Tuesday 3/12. I never received a call, so I called her and left her a voicemail. I have a recording of the voicemail. I called again to leave her a voicemail this morning (3/13) and am awaiting a call back.

  Business Response

  Date: 03/14/2024

  Hi *********, Thank you for taking my call this afternoon. As we discussed, Eustasis does not get to decide what the insurance is going to charge our patients. Unfortunately, if a patient has insurance we have to bill the insurance otherwise its considered insurance fraud. We would not be able to make you self pay as you do have insurance. With the bill you had received, it looks like your insurance put the rest of that amount towards deductible and that is why you now have this bill. I do want to apologize again for the difficulty of getting ahold of us. As spoken, we have been short staffed in our billing department and are working on hiring more employees so this does not continue to be an issue. If you have anymore questions or concerns please feel free to reach out to us at *************************************

   

  *************************, ***/HR Director 

• Initial Complaint

  Date:02/16/2024

  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.

  Jan. 16 of this year my son had a counseling appointment with Eustasis. I had to cancel because I had vertigo which is a symptom of my migraines, which I am on disability for. They are charging a $100 fee for canceling because it was not a 24 hour notice. Vertigo is something I can't plan for so I can't do a 24 hour cancellation. I live in ******* so it would have been very dangerous to have traveled. I am a single mom and didn't have anyone else who could take my son. I did sign a cancellation policy, but my son is a minor and could not drive himself. The business is refusing to take away the charge stating I signed the policy and had cancelled before. My reasons for prior cancellations were migraines. Again, something you can't give a 24 hour notice. The business does not answer their phones for me, my doctor or my insurance company. This is not the first time I have had issues with this business. I tried to resolve this issue the week before his appointment but because they don't answer the phone or call me back I couldn't. When I arrived for his appointment they refused to see him because I wouldn't pay the cancellation fee. The front office wouldn't let me talk to someone who could help because they were working on something else. The receptionist talked to the person but would not let me. The counselor who came out to help told me this isn't the first time someone has had problems with billing. He had several clients who had issues. My temper did get the better of me. I have been diagnosed both bipolar, borderline personality disorder and intermittent explosive disorder and am on medicine for it. When I talked to the business today, they told me it was their policy and because I have a temper. They also refused to give me the number of a superior. They said I had to file an appeal with the person I was talking to and she would give it to the superior. I just want the $100 fee taken off the bill and I will find another business to help my son.

  Business Response

  Date: 03/13/2024

  Thank you for taking the time to write your concerns. We do have a patient compliance department that handles all patient concerns that can be reached at ************************************** Whereas we do have a no-show/cancellation policy that must be enforced due to the limited availability of our providers, the wait list for counseling spots, and the inaility to fill this spot with another patient given counseling apts booking for 1 hour sessions, we understand there can be extenuating circumstances at times that we can look at on a case by case basis. We are unable to match your name with that of your child, so if the apt was for your child please let us know so we can look at the individual situation and notes on this case. You can provide this information to us at ************************************** We will work to come up with a resolution process and give you the chance to talk with our admin team about your individual case. We do apologize for the delay in responding to this complaint as we did not receive notice until accessing the portal today. 

   

  Respectfully,

  Eustasis Admin Team 

  Customer Answer

  Date: 03/13/2024

  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/02/2024

  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 recently had an extremely disappointing experience. Despite never scheduling an appointment with them, I was charged a $100 no-show fee. Despite multiple attempts to communicate with them and explain the situation, I received no response. I explicitly informed them that I was in transition to a new primary care physician and had not made any appointments. Furthermore, they insisted that I had taken their neuro computer exam, despite having a detailed report from an in-person neuropsychologist examination. Which I continued to deny. At check out, the lady had asked me about me checking in online, I said yes I did. She continue to tell me about how her managers blamed her of checking me in, not a walk in. I showed email confirming the appt. I told her that I would even speak with them, as she should not get in trouble for this. Very disrespectful business manner. I have encouraged even others not to go. This lack of accountability, unjustified charges, and poor communication are unacceptable. I strongly advise others to exercise caution when dealing with them.i would include the one fall back I got it was a lady whom was driving it seemed with a child screaming in the background. I am a mother myself and understand. However very unprofessional

  Business Response

  Date: 02/15/2024

  Hi Lacey, 

  We have received your compliant and are looking into this issue. We will reach back out to you shortly after looking into this for you. 

  Business Response

  Date: 03/13/2024

  we are happy to resolve your complaint and take care of this right away. We apologize for the delay in this response to your complaint as we did not see your complaint until today through this portal. If you are to contact our office at ************************************* we will have our Chief Compliance Officer reach out to you ASAP and see what we can do about removing a no-show fee if you did not have a missed psychology apt. If there was an error on our end we sincerely apologize. As for testing, this is only needed if someone is seeking psychotropics from our office for ADHD.  We do our own evaluation to assess for symptoms as a new practice the same as someone would do for any other medical condition as opinions can vary. Patients are able to seek treatment for multiple conditions and we will do a comprehensive evaluation to assess the entire picture.  In the mean time, we will reach out to you to see what we can do about getting your bill resolved and coming up with a resolution to complete this complaint as soon as possible!

   

  Thank you for giving us the chance to work with you and improve our care quality-

  Respectfully,

  Eustasis Admin Team 

• Initial Complaint

  Date:12/07/2023

  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.

  I went to Eustasis for awhile for my adhd issues. It was fine besides never saw the same provider twice. That’s fine. I went in one time for my scheduled appointment, and they told me that I have an outstanding balance that I have to pay before I get seen (I have insurance so I pay like less then $100 a appointment). I told them that I pay every time because they make me pay before I go into the waiting room. They treated me like I was lying to them and all just gave me nasty looks and one lady said whatever threw her arms and told me to go to the waiting room. (I still paid for that visit for the day). Everything was fine, so I thought. I received a letter saying that I owed $337.65 after I paid $88.02. It shows in the bill that I paid $88.02. I just received another letter showing that it got sent to collections. I am not paying for it and file a formal complaint since no one has responded to me.

  Business Response

  Date: 12/12/2023

  Hi *******, 

  I had called and talked to you on Friday 12/08/23. We had talked about the bill you had received. On our end it does not look like you owe us anything. I know we had talked about you sending us a copy of this bill to our company email at ********************, it does not look like we have received that yet! When you get a chance we would be happy to look over this bill. Please feel free to call me with any questions you may have. The best number to reach me at is ************ Ext ***. 

• Initial Complaint

  Date:11/28/2023

  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.

  Eustasies sent me a bill charging $100 for a no-show visit date it in October.
  
  I have had multiple unsuccessful attempts contacting this company to resolve mistakes when their practitioners have sent prescriptions to the pharmacy, and I did not complete the pre-authorization prior to sending the prescription. I have left multiple voice messages in an attempt to resolve this matter. I have gone without medication for weeks because neither the pharmacy nor I have been able to reach them in a timely manner. The same experience I have had with rescheduling or canceling appointments. I have called with sufficient time to either cancel or reschedule an appointment (with unsuccessful outcome) that have led me to leave multiple messages stating my needs, and I still have gotten the notification about an appointment when it has been canceled or needing to be reschedule. Which means the staff have not been correcting the request.
  
  We moved from Springfield in July this year. I tried to call several times to notify and cancel all future appointments with unsuccessful results and as before left several messages. The only communication I received a call on 3 separate occasions of their staff notifying me about new appointment opening with the provider taking care of my son. I told them we have moved, and we need all future appointments to be cancelled. During these 3 calls, I also informed them that I had already asked to cancel all appointments because we had moved. I received a new notification in October about an upcoming appointment. I called the same number several times and days before the appointment and no response. I left a message again to please resolve this issue.
  
  I received this month a no-show bill for the appointment that was supposed to be cancelled in July this year. I believe this behavior is irresponsible and unethical, especially when they are providing medical services to people who may need assistance in a timely manner.

  Business Response

  Date: 12/15/2023

  Hello ******,

  we have received the complaint and will be looking into it. We will be reaching out to you shortly! 

  Business Response

  Date: 12/15/2023

  Hi ******, thank you for taking the time to speak with me today regarding this complaint. As we discussed, we are going to have the $100 taken off of your account and you will not need to worry about the charge. I apologize for the miscommunication with our staff and these appointments not getting cancelled when you requested. Thank you for your patience and understanding. Have a wonderful day! 

• Initial Complaint

  Date:09/21/2023

  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.

  From 1/5/2022-3/9/2022 I was seen by eustasis for treatment of adhd. O would present, have my vital signs checked and meet with the provider briefly. They would ask how the medication was working, I would answer, usually with how long I could read before getting distracted, and the medication would be adjusted or maintained based on the response.
  
  My first appointment was billed as an “emergency” visit even though it was scheduled in advance.
  
  Each appointment was billed for psychotherapy. I am an educated person, a registered nurse, and I did not receive psychotherapy. Ever. I repeatedly complained about this charge and was even told by the NP I saw at my last appointment (3/9) that it was billed in error and would be corrected. But I was billed for psychotherapy for 3/9.
  
  After that, I filed a complaint with my insurance company, and eustasis. I asked for a copy of my records and was told, in writing, that they will not release them to me as “ Mental health records are protected and only certain portions can be released to the patient and it has to be done through the central office only. We invoice for the records a patient may receive such as medication changes, labs etc. but do not contain content specific to provider observations or psychotherapy. ”
  
  As far as what they consider psychotherapy, eustasis, in writing, stated “ Psychotherapy is the amount of time the provider spent with you. It’s billed in minute increments.”
  
  They are billing me for adhd assessments on 1/6. I was not present on 1/6. And the assessment was read by the provider 1/5 and the results were reported. Stating I did score in the adhd range and medication was recommended. Again, there was no psychotherapy.
  
  Eustasis says I have an outstanding balance of $28.10. But they’ve billed repeatedly for services not received. I will pay no more money until they correct the billing and remove the fraudulent charges applied. They can take me to court. I’ve saved every email.

  Business Response

  Date: 09/22/2023

  Hello, I have reviewed the patient's chart.  The treatment testing process that patient referred to was completed 1/6/22.

  There are test results in the medical record. This is completed in accordance with APA/AMA guidelines the day test finalized

  Patient contacted clinic on 5-20-22 requested medical records. Pt. sent an invoice same day, with no response from patient.  Pt. contacted on 5-20-22 that visit summaries for each date of service were in EHR portal. Pt. responded the link was not working, but no response was needed as she waiting on a contact from CEO.

  CEO contacted pt. 5-20-22 thru email. stating COX had been contacted regarding billing question-related to tier 1vs tier 2 providers.. Educated on psychotherapy and by CEO.

  Pt. called back on 6-2-22 stated on return call and understands what psychotherapy is.

  Pt. contacted thru email 9-20-23 stated she received a bill . CFO contacted pt. on 9-20-23 stating the charge for 1/6/22 was the testing she received on 1/5/22.  CFO stated a new invoice would be sent if desired. The charge for the emergency fee was removed on 5/26/22. 

  We apologise for any inconvenience and for dissatisfaction in service. Consent for treatment is attached. 

  Customer Answer

  Date: 10/02/2023

  The provider states that I understood what psychotherapy is.  I do, and have repeatedly stated this service never occurred.  I have reported this to the us DOL and have received the attached email confirming eustasis remains under federal investigation. 
  I will not pay eustasis while the investigation is pending. I have turned all communication and charges over to the DOL.