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:10/16/2024

  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.

  My husband had a DUI in ********** and needed an assessment to be completed to close his case. We moved to ************* and was told we can complete that here. We found this location that said they can do it. They have given the run around and wrong information from the start even though we were very clear and gave all contact information and releases of information to Chrysalis. They still dont know what to do. Finally they said we can make the appointment for an assessment in late July my husband did it and had to do another two weeks after that because the therapist rescheduled, which was fine. We kept telling them he needed a drug screen to go along with the assessment as per New Jersey requirements. They completely ignored us and waited until about two weeks ago end of September early October to go and have it done. We call multiple times a week and they keep running us around instead of sending the documents to Jerseys IDRC. I have sent emails with what Jersey stated they needed which specifically states a new assessment can be used with a drug screening with no additional sessions needed and they will accept it. My husband had originally had an assessment done in ********** in 2022 when the dui was but he was under the impression he was done but apparently at the time they required him to do additional sessions. Now he is sober for over a year and has been trying extra hard but this buisness is really making it difficult for him to complete. There is nothing elses New Jersey requires. His license is suspended until he can close the case with Jersey which Chrysalis needs to just send the documents. He is the sole provider for 6, we have small children and it has been a complete nightmare working with Chrysalis. They are very rude and unprofessional but even that I can look past. The fact is they are not doing their job and we are suffering. We have done and followed up with their request and have completed everything. I called today 10/17/24 again.

  Business Response

  Date: 10/29/2024

  The person who did this review has never been a client and therefore is only going off second hand knowledge.  Confidentiality is of utmost importance to us, but when someone does a public review such as this - and we have to respond the client waives his/her confidentiality by submitting a public response about treatment received at Chrysalis Recovery Center.

  As an impaired driver care management program (IDCMP) and SUD facility contracted by the State of **, when someone presents to our office seeking a **** evaluation following a DWI, we are bound and obligated to complete certain steps to ensure we obtain proper releases of information and collateral contact information.   On 8/1/24 we had the first meeting with the client and the second meeting on 8/22/24.  We had the following dates of Collateral Contact Dates: August 7, 2024; August 9, 2024, August 19, 2024, August 22, 2024, August 30, 2024, September 6, 2024, September 27, 2024, October 7, 2024, October 15, 2024.  During those numerous contacts with spoke to 3 out of state ********s, and two NH programs the client went to prior to us for the same type of assessment.  We were unable to do anything until the ********s got back in touch with us and we had to reach out the outside agencies numerous times to assist in facilitation of getting necessary documents.  

  As you can see we had our last collateral contact on 10/15/24 and the very next day 10/16/24 at 1:10pm the client was sent his LADC evaluation, which the client signed at 1:25pm.  The attached screen shot shows the ** address of both our PhD ******** and the client getting his evaluation.  However, AFTER he obtained his written report - his wife filed the BBB complaint - and it should be removed as this has been finished and the client has since emailed his completion and eval to NJ office.

  It should be noted as well that this client and his wife harassed our office with calls over and over - not listening to what we were saying about needing to talk to other agencies before we can release the report.

  Finally - the client did not pay $600 - he paid $500 for the evaluation - again - this BBB complaint is not even from the client!