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:08/08/2023

  Type:Service or Repair 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 July 13, 2023 my daughter had an appointment at Eustasis. We've been going there about 3 years now so they have our correct insurance on file. For this particular visit they billed BCBS-MO instead of BCBS-NC and of course it came back that we did not have insurance. They've sent me a bill for $423.99 which is the full price amount of the bill. I've called 4 times now on different days, once with the insurance company on the phone, to tell them they've billed the wrong insurance company and no one will return my calls. My insurance company said it's illegal for them to bill me before they've run it through insurance. Since they technically have not ran it through my insurance yet they should not be sending me a bill. Also, on this same ***** They are showing a bill from a visit on November 14th of 2022. How can they be billing me for a visit in 2022 when it's almost a year later. Someone really needs to look into their billing practices. Their bills don't make sense and when you go to your appointment they make you pay (whatever random amount they come up with that day) before they will let you see the doctor for your scheduled appointment. I've never been to a doctors office that won't see you unless you pay them on the spot what they say you owe also without showing you any kind of bill to explain why you owe what you owe.

  Business Response

  Date: 08/08/2023

  Hello,

  we are happy to get your issue resolved and are sorry for any issue you have experienced in not being able to reach us. The way that Anthem works is unique in the sense that someone can have BCBS of ** or BCBS of AR but it always gets billed to the local BCBS per their billing policy. If there is a different Anthem plan that needs to be billed to we will certainly challenge this on your behalf and work to get the claim resolved. if you can please email us directly at ********************************** we have downloaded the copy of your EOB and we will work to get this resolved as quickly as possible.

  we will also have our CFO reach out to you directly via phone so we can get your issue looked at. 

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I am accepting this response because I did actually finally get a resolution.  However, it's very frustrating that it took me contacting the BBB to get anyone to answer my billing questions.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/03/2023

  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.

  On 11/25/22, I brought my young daughter in for an appointment. We were told she was going to need blood work so to not have her eat before the appointment. After nearly three hours of waiting (and me giving reminders along the way) they finally began to take her blood. The minute they put the needle in, she passed out (due to not eating and us waiting for so long). I called for help and the nurse that came in appeared to have cared less. I had to beg them for some water, for something for her to eat, and for them to take her blood pressure. Their attitudes toward the situation did not help. I told them I wanted nothing done and that we would not be back. I also submitted a complaint that day and was called by the office manager. She told me she would look into and get back to me-that never happened. Fast forward to last month when I received a bill for nearly $1000 for blood work I told them not to run (I’m not even sure how they got blood to send over). Within the past month I finally, after numerous attempts, was able to speak with the office manager. She informed me she would look into the bill and get back with me. That never happened. After 2 weeks I was finally able to get a hold of her again and she informed me that even though I told them not to do anything, blood was sent over and it would need to go through my insurance and then be paid by me. I told her I would like to see a copy of the form I signed stating that they could still do that after I told them not to. I have been unable to reach her since. I have sent numerous emails to the office manager and have received no response.

  Business Response

  Date: 05/03/2023

  Hello,

  we have made several attempts to have lengthy conversations both in person and through other communication to get this resolved. The blood draw took place over what is called a phenomenon called: vasovagal syncope. This is something that can happen to anyone who has their blood drawn at any time. We are sorry this took place, and understand that this can be scary. However, it does not have to do with other extenuating factors. We have no record of the labs being asked not to be sent off. They were ordered and medically necessary by the doctor per the medications that were on board. There are very detailed notes of that day from our staff and we have interviewed all of them and they said there was never a request not to have the blood processed, and this would have had to be cancelled by a health care provider once ordered since it is a medical order. For safety once the specimen is drawn it would be wasteful and medically negligent to not get the results since they were needed for the prescribed medications. 

  On this day you voiced that your child was already not feeling well, and when asked to come back in a few days the LPN noted that the response was,  "we need to get this lab done now or I am going to have to leave she needs food and she is already not feeling well." This nurse did speak with Mom about coming back for lab 2 days prior to next appointment due to already not feeling well and needing some food." 

  It would be unethical to not process a lab that was ordered out of medical necessity with the conditions your daughter was facing and put her through another lab since she had a episode of vagovasal syncope. There was no mention or documentation of not having this lab processed or ran/cancelled, even when we called on 11/28/22 to let you know that there was a low vitamin D level and that all other processed labs were unremarkable an that we were recommended treatment for low vitamin D as this can cause a host of medical issues including worsening of depression and medical fatigue (which were symptoms being expressed), we asked to have you come back in to discuss the labs and other testing completion through our portal as well, but were advised that you did not wish to bring your child back again.  It was not until that Labcorp (who were have no control over, as we are just drawing the labs for convenience and are not part of Labcorp) sent a bill that we heard from you again stating they had sent you a very large bill and that you wanted this removed. We explained on many documented occasions and escalations with our Chief Administrative Officer all of the above, and that we are not part of Labcorp and cannot take care of their bills or network fees with your insurance. It is something that would need to be disputed between your insurance and Labcorp, as we did have a provider order, you took your child for labs, and that once they are drawn they are always going to be sent out for processing, especially if there was something needing to be looked at on the child's condition. Since we went from November to April without hearing from you and stating that you did not want our services any further there would have been no reason to contact you at this point. 

  Since then, we have spent several hours trying to help or find a way to get your bill reduced even though we have zero control with your insurance plan (as we were just the collection site) the CEO agreed to see if Labcorp as an unusual exception would allow us to reverse the charges to your insurance, bill the charges as a self-pay patient (as we can get a discounted rate in this scenario) and then have you pay the discounted rate they give instead. We are spending a great deal of time and effort to try and assist with this to help you, and will continue to do so as best we can. We did send them the request 2 weeks ago and they told us it could take some time to process. Understand that we have no control over this lab and are really just trying to work as a third party mediator. We do want to see your bill get reduced, but if they agree to do this they will want to ensure the labs are paid at whatever the discounted rate may be.

  We are very sorry that this has been a frustrating process for you- and ******* has tried to reach out again to explain we're just waiting on updates from Labcorp. You can always ask your insurance to process the labs as "in network" as an exception as well given they were medically necessary as they are allowed to do this at anytime and frankly are supposed to do this with the new 2023 regulations. 

  At this point this is the most that Eustasis can do, and usually if Labcorp agrees to do this the bill would go down several hundred dollars at least. Again, since they are not our charges there is nothing we can do to get them taken off besides the above. 

  here are the resources and education on vasovagal syncope-

  *********************************************************************************************

  Customer Answer

  Date: 05/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is completely untrue that you have made several attempts to have lengthy conversations with me about this. And most definitely not in person. I have emailed ******* multiple times and have never received a response. I have spoken with her on the phone with her three times. The first time she told me she would get me with me and never did. The second time (after dodging my voicemails) she told me she needed a copy of the bill. The third and last time she told me she would get back to me after taking with the owner and never did (even after I sent multiple follow up emails which I would be happy to provide). She never once asked me to come in to have a conversation, nor did she ever tell me that she had contacted LabCorp. You also have never requested that I come in to discuss labs. The fact that you say you have spent several hours on this is suspect as ******* does not even respond back to people. 
  

  I also find it convenient you have no record of me saying I wanted no tests completed as we would never be back. You also never heard from me between November and April because I didn’t realize there would be a bill for tests I stated I did not want. 

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

  Business Response

  Date: 05/13/2023

  We have offered to try helping get the labs adjusted if the outside lab permits and get them to reduce the charges and process them in network if they will. As stated, these labs were medically necessary, and we have detailed notes of each call, interaction, and correspondence for the last several months. You may try reaching out to Labcorp and seeing if they can assist since the bill is with them. If you do not want us to see if they will process it at the self pay rate, as we are working to find a resolution to help you through a third party- we can do this. We have limitations in what we can do- as we do not own Labcorp. 
  please let us know if you want us to proceed or if you would like to pursue the issue with labcorp directly.

   

• Initial Complaint

  Date:02/21/2023

  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.

  ******** Location: **** * ********* **** ***** **** ******* ** ***** 
  Charged me a random amount not on the insurance claim. $257.50 in total, $210.50 over my $30 copay for a doctor in network. Had me schedule a two week follow up appointment for medications, then charged be $150 instead of $30, again incorrect and fraudulent.
  
  At the second appointment, I waited for nearly two hours to see a doctor and I only got to see a doctor at that point because I walked out of the examination room to find someone. This was a scheduled, mid-morning appointment on a work day that should have been a 30 minute medication check-in and instead I was in their office for two and a half hours all said and done. Even worse, the doctor that I did finally get to see was not the same as my first appointment and they had no clue about medical history or medications. In the end they prescribed me the same dosage of the new medication even though the appointment was meant to be a check-in to increase the dosage, which I told them. I had no side effects and yet we didn't proceed as planned, so the entire appointment was a waste of an entire morning and $120 more than I should have been charged in the first place.
  
  There are just a few places where this is hinted at, but in all cases I've seen on their site they refer to themselves as "*********** ******** *** ******* ******". This business does not clearly define themselves as "exclusively walk-in", yet that is what it truly is. This was confirmed by the nurse who herself said "she wishes she would change it. We're a walk-in clinic but you wouldn't know that."

  Business Response

  Date: 03/01/2023

  Hello,

  we apologize for the delay in response, our billing manager and clinic manager have made numerous attempts to contact you over the last week and were trying to do so before responding to this complaint but have not received a return call or answer in any of their attempts to reach you to settle your concern.

   

  We do find where when verifying your insurance that there was an inconsistency with what was showing on the portal for ***** insurance and what your EOB later showed at our clinic. We have attached what showed on our end at the time of verification which stated that you still had a deductible to collect and therefore on this visit type we collect 150 dollars as a down payment towards that deductible as outlined in our consents, when your EOB came, which it appears you got before us, it showed that you only had the 30 dollar copay and that the information in the ***** portal was either outdated or inaccurate. As this is just an estimate and a downpayment based upon what it reflected in their system at the time it is something that can be refunded or applied if the insurance comes back with a credit. By no means is this fraudulent, we are happy to adjust any balance that is paid in the even that the insurance adjusts the claim once it is processed and have already sent a refund for the amount (minus the 30 dollars) originally collected as a down payment. 

  the second appointment, we are waiting on the EOB to come back and process and have called you to see how this should be processed but have not been able to reach you. If there is a different number you would like us to call please let us know ASAP and we will do so. 

  as you can see, it is not showing a copay and it is showing the deductible is still owed. We went off of this information at the time of service. 

  we have only received insurance payment for your initial visit and have applied your credit. as soon as the 02/21 visit is processed if there is any remaining balance we will apply this as well. 

  we have a billing department that can be reached any time at ******************** and would have been happy to address your needs and get this resolved internally before needing to file a complaint. 

  we additionally do have scheduled appointments, and are not an exclusive walk-in clinic, we see both established and walk-in patients and this is evident by the thousands of patients who have been treated by us for years at all locations. We have separate schedules for walk-in and established patients however sometimes the acuity of patients can cause us to run over and the needs of that day to change and we apologize that this does happen in mental health urgent situations.

  you have the ability to request a provider of your choice and see them routinely and the best time of day is usually early mornings as with most practices. We have also recently brought on several new providers that have alleviated our wait time in general. we are happy to hear anymore feedback you may have and encourage you to reach back out to us directly if there are any other accounting issues we need to take care of!

  Respectfully,

  Eustasis Team

  please see below for details in the ***** portal at both visits you were seen for: 

   

   

   

  Patient Detail 
  
  
  
  
  
  
  
  Name 
  
  
  
  ******** **** 
  
  
  
  
  Patient ID 
  
  ********* ** 
  
  
  
  
  Gender 
  
  Male 
  
  
  
  
  Date of Birth 
  
  ********** 
  
  
  
  
  Relationship 
  
  Self 
  
  
  
  
  Address 
  
  **** * *********** *** 
  ******* ** ***** 
  Plan and Network 
  
  
  
  
  
  
  
  Plan Type 
  
  
  
  **** ****** **** 
  
  
  
  
  Plan Funding Type 
  
  *** 
  
  
  
  
  Plan Renews 
  
  Contract Year 
  
  
  
  
  Initial Coverage Date 
  
  ********** 
  
  
  
  
  Current Coverage 
  
  ********** * ******* 
  
  
  
  
  Contract Year From 
  
  ********** 
  
  
  
  
  Contract Year To 
  
  ********** 
  
  
  
  
  Other Insurance? 
  
  No 
  
  
  
  
  Account # 
  
  ******* 
  
  
  
  
  Account Name 
  
  ****** *** 
  
  
  
  
  Network 
  
  ***** 
  Deductible 
  Eligible in-network preventive care is covered **** 
  Individual Deductible:?******* 
  Met: 
  ****** 
  Remaining: 
  
  ******* 
  Family Deductible:********** 
  Met: 
  ****** 
  Remaining: 
  
  ********* 
  Benefit does apply to member's out-of-pocket maximum 
  Deductible does not Cross Accumulate to In-Network or Out-of-Network Deductible 
  Coinsurance:***% 
  This benefit does apply to member's out-of-pocket maximum 
  Lifetime Maximum:********** 
  Out-of-Pocket Maximum 
  Individual Out-of-Pocket Maximum:********** 
  Met: 
  ******** 
  Remaining: 
  
  ********* 
  Family Out-of-Pocket Maximum:********** 
  Met: 
  ******** 
  Remaining: 
  
  ********* 
  Out-of-Pocket Maximum does not Cross Accumulate to In-Network or Out-of-Network Out-of-Pocket Maximum 
  In-Network and Out-of-Network Deductible expenses include Mental Health and Medical. 
  In-Network and Out-of-Network Out-of-Pocket expenses include Mental Health, Medical and Pharmacy. 
  -- Utilization Data is not available for this benefit. 
  

• Initial Complaint

  Date:02/15/2023

  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.

  It is very difficult and very draining to get anyone to answer the phone. They have no phone waiting queue so you have to constantly redial to try to connect to anyone. No matter the day of week or hour, rarely does anyone pick up the phone. If you leave a message, no one ever calls back. In past I've left up to 8 messages and not a single call back, as I have voicemail in case I am unable to pick up. Also, when you get an email reminder of an appointment, there is not an option to cancel. On my last appointment I called for 2 days, numerous times to reschedule and not once did anyone pick up. I was unable to reschedule and missed my appointment at no fault of my own because the business does not answer their phones. Also, I explained to my therapist on my first visit that I am in very poor health and am legally blind and virtual appointments are most preferred. I was told, they are NOT set up for virtual visits?! I'm there for phycological therapy and not meds of any form. With Covid/my health why in the world would they not offer feasible services needed to the handicapped? Don't they realize in being a business that help people with many mental issues and some physical addictions that they should NOT add to the stress and anxiety of just trying to attain services? I filled out a "feedback" form to them last week and requested a reply to these concerns and it's been IGNORED. Maybe this will wake up somebody.

  Business Response

  Date: 03/01/2023

  we apologize if there has been difficulty reaching us! we have several platforms available that we are happy to give you:

    We have the HIPAA compliant Eustasis APP in both the ***** and ******* store that you can download that allows text communication both ways to come back and forth this is a rapid way to reach us, as sometimes when a patient calls we are with another patient or away from the desk and when we return the phone calls we receive a voice mail or are not able to reach you and this allows communication on your time to occur.

  similarly, we have the Eustasis portal through our *** ****** that also allows live/real time communication directly to your providers for concerns.

  last, we have the Eustasis email that is monitored 7 days a week for non urgent concerns: ******************** we are able to answer this very quickly as well even when on the line with another patient.

   

  can you give us the extensions you are calling and not receiving a call and which department you are trying to reach so we can best triage this? We answer all calls in the order they are received and definitely want to address this if you are having issues and are happy to hear your concerns and find out how to ensure you can always reach us.

   

  we cannot allow digital cancellations on appointment reminders. This is for compliance reasons and we do need someone to use the portal confirmation message or go through the app to request a schedule change. There are many reasons that an appointment cannot be cancelled through the app because it has to do with medical decision making and the 3rd party that we use for appointment reminders not assuming this liability. 

   

  We definitely want to hear all your concerns, and if you reach out to [email protected] we respond to these promptly. Our ***** ********** ******* is named *****.

  as to the digital appointments, in general we are not a telemed practice. We do believe in person care and know there are several options available for patients but we make special accommodations in rare circumstances for weather, and other incidents, but in general this is insurance and provider specific and depends on the nature and severity of symptoms that we are treating.

  we hope that we can get your concerns heard and resolved and do apologize that you have not had the best experience possible. 

   

  Customer Answer

  Date: 03/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  If you have a business with a phone, ANSWER IT!  I call the phone number listed on your webpage.  If you didn't pick-up that I am legally BLIND, other online options are not an option for me.  Too difficult to access & see.  Find a way to make it possible to cancel appointments as easily as they are to confirm via email/text message.  On the rare occasion your receptionist answers, they are combative and unprofessional.  Add a queue so we can stop calling repeatedly.  Return calls when you leave a message, I personally never received a call back from my numerous many messages for months.  I'm also baffled that ******* *****, ***** ************** ******* that called me yesterday had no idea where the Feedback forms go and where to find them.  She wanted me to go through my email to see if I could find a copy.  I told her there is no way I have a copy as it was a link that their business created on their website.  That form left my sight when I hit the "send" button.  It leaves no trail as it's off their website not my computer.  Maybe she'll have reliable responses to my call to her today.  Too much unsolved at this point with little effort.  A couple days ago a receptionist called (only after my BBB complaint) wanting to reschedule my missed appointments (because they do not answer phone to reschedule).  Told her I am in very poor health and legally blind, so virtual Phycological visits are needed.   I need no meds only verbal consultations.  She said, ""no, that is not possible you need to be here".  So I asked so you don't accommodate anyone with valid health disabilities?  She said, "no".  I'm confused, every since Covid began, wasn't the facility equipped to handle virtual visits or did you shut down?  My chronic conditions have a good possibility of killing me if I catch Covid as it is still round.
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising 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 live in Bella Vista AR and went to Eustasis in Rogers because they advertise themselves as a full service psychiatric treatment center which included counseling services. They fraudulently sent me an email confirmation stating "APPOINTMENT DETAILS: ****** ** ***** ** Board Certified Psychiatrist
  12/13/2022 @ 11:20 AM CST". I was seen by a PNP who asked a few questions which included holding up a pencil and magazine and asking me if I knew what they were and then prescribed medication for my "treatment".
  
  When I went back for a follow-up scheduled appointment they left me in a small treatment room for 2½ hours while they were seeing walk-ins When I complained they offered me a computer "face med" session with a pnp located in Missouri.
  
  When I finally saw a PNP, she actually told me that they sometimes even prescribe potentially LIFE THREATENING antipsychotic medication to patients that had never been seen or diagnosed by an actual doctor or psychiatrist. She also informed me that their ONLY licensed psychiatrist WAS ACTUALLY PRESENT IN THE BUILDING, but that he NEVER saw or met with ANY patients.
  
  It seems that Eustasis is actually a revolving door prescription drug dispenser disguising and falsely advertising themselves as psychiatric treatment and counseling center, and herding as many victims as they can through their office in order to bill their medical insurance companies. I was told uninsured patients have to pay in advance in order to be seen. Hopefully "Legal" drug dealers like Eustasis will be outlawed. They are a blight on society and a disgrace to the medical profession.
  
  I am also informing ******, my medical insurance carrier.

  Business Response

  Date: 01/18/2023

  Dear Sir,

  This record does not adequately describe the findings or events that are in our EMR. We have all consents on our website as well as on our patient forms explaining our model of care as well as through the booking process online. There is a disclaimer when someone books an appointment online through our vendor that the patient may see the provider available at the time of service and that when someone adds themself to the online scheduling platform that it is creating an appointment for them to be worked into an available spot in our system within the clinic. 

  Eustasis does offer both psychology and psychiatry services. We have several clinics and not all services are available at all locations. Are psychiatric nurse practitioners are also able to provide both medication management with supportive therapy and if additional psychological services are needed depending on the service area we can refer internally or to an outside entity if needed. 

  this disclaimer was given at the time of booking a same day new patient apt through the app: 

  "Hi Welcome to Eustasis! This is a digital place in line for a walk-in appointment and you will be worked in the same day by this provider or another provider available at the time of your service. Please download our app and complete all forms and load your insurance card and ID and bring a list of current medications!"

  we have no record of you seeing a MO provider but do show that there was a patient visit seen in office on all 3 occasions where thorough visits and documentation was afforded. At no point was a controlled substance provided or written. Therefore the very unfortunate term of "pill mill" is very misleading and unjustified. We never prescribed a controlled substance and offered medications based upon the diagnosis given, the clinical interview, and best practice guidelines. 

  in addition, the time that there was a long wait, the visit was scheduled as a "walk-in visit" meaning that if you come in as a walk in you will have to wait to be seen while we work you into the clinic. We provide this service so that if patients need this care they can get the service when they want it or truly need it versus waiting for long periods of time to get in with a specialist. 

  Our psychiatrist is on site and available for consultation when appropriate and requested. If you would like to see the psychiatrist/medical director you are free to ask per company policy and patient rights and responsibilities and have them consult with you about your care, our providers are very sympathetic and wiling to accommodate any request that we can.

  in addition, it would not be pragmatic for any provider within the company to state that patients receive "life threatening antipsychotics" unless they were prescribing or starting one and perhaps warning about the FDA Black Box Warning which is best practice guideline for any prescriber to state that if a medication is necessary for prescribing that falls within that category that in the elderly there is a theoretical potential risk of sudden death to the elderly and that this is a class specific warning. This is a patient education piece the same for any medication that is prescribed, that would be relayed to a patient so they can make an informed decision before starting a medication. 

  it appears that you received services from the clinic, and this is not disputed. The consents for these visits are signed and entered in the chart as well as psychotropic medication policies, scheduling policies, financial agreements, prescribing guidelines and more. The medications offered were not what any provider would consider a "pill mill" and are considered safe and low risk medications for the conditions to which they are treating. 

  When someone books a same day apt through the app and are worked in they must understand that we are doing our best to accommodate the community and will provide the best possible care but that in order to prevent an appointment being booked out for months it may require a longer wait time for that business day.

   

  we have not committed fraud, or false advertising, are offering services that are provided by board certified providers, and have a treatment team in place that is dedicated to meeting the mental health needs of this community. 

  We know that this may not be the best fit for every patient but it does not mean that it is not a beneficial service to the community or that anything has been done poorly and certainly does not constitute malpractice. We are happy to see if we can find a fit that is better for you, and understand you had similar concerns with another clinic and were relocating? 

   

  If there is anything that we can do to go over your treatment plan please reach out to *********************** and we will review this with our medical review team.

  We do ask that you cease from using terms that are derogatory and inflammatory to the treatment team and the providers who worked incredibly hard to serve you and know that we take every patient case seriously but need a place of mutual understanding and respect in order to resolve any concern.

  Respectfully, 

  Eustasis Administration 

  Customer Answer

  Date: 01/23/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  The Eustasis response contains multiple misstatements and outright lies. I will show where the Eustasis respondent actually verified those fraudulent statements within the written complaint response. I will also provide screenshots of the fraudulent emails I received that confirmed the appointment details, and I will document statements made by the Eustasis pnp’s which can also be verified by my wife who was present at the time those statements were made.

  
  

  Point one:  The respondent stated that I signed a policy statement which he/she claimed informed me that ALL appointments were only made for a place in a walkin waiting line. That statement was signed on the day I first walked in to Eustasis without a previous appointment. The respondent VERIFIED in the written response that the refenced policy applied only to SAME DAY appointments, whether they were made in person or online.  My 2nd and 3rd appointments WERE MADE IN ADVANCE for a specific date, time, and “provider”.  And the local Eustasis facility guaranteed that my appointment was marked in their computer to make sure it  actually happened on that date. Copies of some of those emails which were sent to me multiple times prior to the appointments specifically confirmed those appointment details and only requested that I arrive 10 minutes early on that date.  Those specific details were also confirmed verbally by the Eustasis Rogers staff.  Obviously Eustasis only views patients as a revenue source and wanted to pacify me to keep me coming back.

  
  

  Point two:  Controlled substance.  The response letter from Eustasis states that I was not prescribed a controlled substance which COULD actually cause “instant death”.  My initial complaint specifically states that the pnp told me she WAS authorized to prescribe those medications without a psychiatrist’s diagnosis and approval, but chose not to prescribe them to me because “elderly people have a GREATER risk of death than younger patients”.

  
  

  Point three:  The respondent states that all locations have a licensed psychiatrist that patients can see on request.  That is an out and out LIE. The pnp at my 3rd appointment told me in response to my requests that I had made PRIOR to all three appointments that there WAS a psychiatrist who was there at the time, but that he “NEVER personally meets with ANY patients”.  She told me to contact an INDEPENDENT psychiatrist OUTSIDE of Eustasis, and that it would probably take around three months to get in to see one.

  Therefore, the respondent  WAS lying.

  
  

  Point four:  To have any credibility whatsoever, the anonymous respondent to my complaint should be transparent and honest enough to identify him/herself by name.   Obviously that person did not want to take personal responsibility for the response nor to be contacted directly,

  
  

  Sincerely, 

  *** *****