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Business Profile

Counseling

Choices Counseling of Londonderry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Counseling.

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:07/11/2023

    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 was told via email January 2023 by the secretary that all visits on my new insurance would cost $85.21 until deductible was satisfied, then would drop to $25.56 until max OOP was reached. I had visits on the following dates via zoom with Kelly Parsons:
    1/2/23
    1/12/23
    3/8/23
    3/16/23
    3/28/23
    4/6/23
    4/13/23
    5/5/23

    Here is what I have been charged this year, from my credit card summary:
    1/3/23 - $40
    1/12/23 - $40
    3/8/23 - $130.42
    3/16/23 - $85.21
    3/28/23 - $85.21
    4/11/23 - $130.42
    4/13/23 - $85.21
    4/18/23 - $36.57
    4/18/23 (again) - $36.57
    5/9/23 - $110

    The $110 on 5/9 was a “missed appt” fee because I was 10 minutes late, despite my clinician knowing I work as a provider myself & can’t always get done with my own appts for patients right on time. This was highly frustrating & was the reason I severed ties, but not the ultimate reason for the report.

    7 visits (not counting 5/5) at that price should have cost $596.61 (85.21x7). Instead they charged me $669.61. They overcharged me $73.14.

    My online portal on 5/15/23 said I had a balance of -$63.36 (negative- they owe me) on top of this overcharge for the 7 appts. I brought this up in an email to the secretary, Kathy, on 5/15. She said an accountant would reach out to me.

    It has been 2 months of back & forth emails, then Kelly started replying saying only she could talk to me now. She then told me they don’t have any accounting. Someone lied. They have stopped replying to my emails for information & when I looked last week, my negative “balance” online was scrubbed & now said $0. I told them that just because you “erased” money you owe me, doesn’t mean it doesn’t exist, & they can’t erase charges on my credit card where I have been overcharged.

    I’m livid - they’re likely doing this to more people. I can’t believe they’re trusted with protected health information. They will not give me the time of day to explain. I asked for itemized breakdown of charges & I have gotten a complete runaround. I have been scammed.

    Business Response

    Date: 07/21/2023

    We are unable to confirm or deny if someone has been a client with Choices Counseling. Thank you.

Choices Counseling of Londonderry is NOT a BBB Accredited Business.

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