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Business Profile

Counseling

Serenity Comfort And Care Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Counseling.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/18/2024

    Type:Billing Issues
    Status:
    Answered
    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 attended Serenity Counseling Services with LCSW ***** ********** and I am disputing over-billed invoice charges due to the service codes being coded incorrectly in the provider's system. The provider has informed me that she sends all invoices through a billing service by the name of ****. We have gone back and forth with billing as I am being overcharged and was told my **** that my insurance company *** covers all Telehealth sessions. I was also told by the provider that i could just pay her directly out of pocket without using ****, which would not make sense due to my insurance covers all Telehealth session costs. July 8, 2024 INV-4gk3f0 - the billing is showing $122.24 and now they are adding on $30.56 additional (totaling $152.00). This session was an in-person couple's session. I am not understanding how we went from $122.24 and now we have increased to $152.00. They have not provided an explanation of this.August 13, 2024 INV-12udh4 - the billing is showing $122.24 with an added charge of $18.34 (totaling $140.58), but this was an individual virtual/Telehealth session, so it should actually only be $18.34 due to **** telling me that UHC covers all of my Telehealth sessions. Also, the appointment was actually on 8/12 not 8/13. It appears the provider, ****, or someone keyed this in and billed it incorrectly as this session was NOT in-person. October 2, 2024 INV-l8rnls - the billing is showing $126.80 and this is incorrect as it should be $18.34. This session as well was an individual virtual/Telehealth session, so it should be covered under my insurance. Again, this session as well, was NOT in-person. October 3, 2024 - I do not have the invoice for this session as this should have been sent to my husband and they were made aware of this, however this session as well was virtual/Telehealth for a couple's session. This session was NOT in-person.This is unethical and unprofessional practices. I need my billing corrected and an explanation.

    Business Response

    Date: 11/07/2024

    Hello, i thought i ha a good relationship with this client.  I am just responding to the complaint because I have not been at my office.  i have been i **** with my other who was admitted into a nursing home. I use **** my billing and they handlie the credentionaling.  I was communicating witht them aobut this issue. I told her that I ocul hanldel her biling on my own to help to retify the issue. i never attended to be unethical or unprofessional .  I was communicating with **** asking them to take of this an attempted to contact her to explain.  I was not avoiidng the letters.  i still have not been to my office.  I was there Thursday 10/31.  i have been in **** ivsiting my mother an id not realizse there was a complaint until today. Here are some correspondences.




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