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:01/20/2025

  Type:Order 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 11/27/2024 we contacted ******* ******** LSW a therapist based out of *********, ** to seek mental health services for our son. The number we called routed us to Victory Bay's primary intake team. The person we spoke recommended a virtual based mental health adolescent program for our son even though we had reservations about his participation in the program since he is diagnosed with Autism Spectrum Disorder. He insisted that there were other adolescents with ASD in the program and it was effective for them. They did not interview our son to determine if he was a good fit for the program. The staff member then hung up the phone to check if our insurance would cover the cost of the program and then he called us back. That staff member then proceeded to confirm that our insurance would cover the full costs of the program because it was in a mental illness category and insurance would pay full amount. That statement gained our confidence that we would be able to try the program to determine if it was a good fit and our insurance would cover the cost. We were then immediately bombarded on the same day with signing over 29 documents through an online portal and being pressured by the intake team to have both my son and wife sign the forms immediately to start services. We had no contact information to ask questions on the forms we were being asked fill out. My son then started services and it was apparent that virtual services were not effective and one staff member confirmed it was not working however they still continued virtual services. Victory Bay were sending bills at $4,000 daily to the insurance company and the insurance company were not covering the cost of the services. I contacted the insurance company in early January and they confirmed that no one contacted them to confirm that the service would be covered. The total bill we received after discharging my son was $35,375 with more pending. We filed a complaint on 1/15/25 with Victory Bay with no response.

  Business Response

  Date: 01/28/2025

  At Victory Bay we take client satisfaction very seriously, when a client contacts our facility, we make it a priority to inform them about our use of out-of-network benefits. During the intake process, all necessary financial documents are provided, which include the Out-of-Network Consent and the Notice of ***************** Responsibility.These documents outline the clients financial obligations and clearly explain that our facility is a non-participating provider with their health insurance plan. We file claims as a courtesy, utilizing the client's out-of-network benefits.
  If a client prefers not to use out-of-network benefits or chooses not to proceed with our services, we are always happy to assist in finding in-network options and facilitate a discharge from our program. Additionally, we offer various payment options, including cash, money order, major credit cards, and monthly payment plans, to help ensure flexibility in managing billing.
  Our Financial Agreement document clearly outlines the billing rates and the client's responsibility for charges, as our facility is considered out-of-network. Throughout the course of treatment, we proactively inform clients to expect Explanation of Benefits (***) from their insurance provider and encourage them to contact us with any questions about the *** or billing process.
  We contacted the insurance company on November 27, 2024, and received a reference number from the eligibility representatives. Following this, we provided all necessary intake documents, which included financial forms to be signed prior to beginning services.Our Intake clinicians are always available to address any questions regarding these forms to ensure that all parties are clear on the process and financial obligations.
  Claims were submitted to the insurance policy on file and processed toward the deductible. After our facility was contacted regarding the Explanation of Benefits (***), our team took the time to explain the billing process in detail, ensuring the daily billed rates and our out-of-network status, as indicated in the financial documents signed at intake were understood.
  At the request, we proceeded with discharge and sent the final statement, as requested. Although we have determined that care was appropriate we regret not meeting your expectations.
  

  Customer Answer

  Date: 02/04/2025

  
  Complaint: 22834101
  
  I am rejecting this response because:
  
  The response does not address the original complaint of misinformation regarding insurance coverage provided at intake by a representative of Victory Bay. My insurance company confirmed in January that no one from Victory Bay confirmed coverage of services. The representative from Victory Bay was dishonest and did not confirm that services would not be covered by our insurance company. The response claims that they did which is completely false. The financial responsibility document was signed with the knowledge from the Victory Bay representative that services would be covered by the insurance company based on verification. The insurance company covered none of those costs and only applied $100 of the $4000 to our deductible and confirmed that Victory Bay was overcharging for services provided. Victory Bay needs to be more transparent with its clients at intake rather than pushing hard to sell them services for people in desperate need of mental health services. I will make it public that anyone trying to use their services that they are not appropriate for someone with Autism Spectrum Disorder even though the intake representative will tell you that they are appropriate and that they run a dishonest practice that preys on families in need by telling you insurance covers services when it truly doesnt and then proceeds to charge excessive fees that most families cannot afford.
  
  Regards,
  **** ********

  Business Response

  Date: 02/13/2025

  We deeply regret that you remain unsatisfied with our response. Pursuant to your rejection of our response another review of this matter was conducted by the Director of Revenue and the Director of ************* a result, we determined that your insurance company was contacted on November 27, 2024, and we did receive a reference number from the eligibility representative. All necessary documents which included financial forms were provided. As previously stated, our intake clinicians are always available to address any questions regarding these forms to ensure that all parties are clear on the process and financial obligations. Although we have determined that care was appropriate, we regret not meeting your expectations.

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22834101
  
  I am rejecting this response because:Unfortunately, this does not address the unethical nature of the intake staff members who repeatedly assured us that insurance would cover the fees charged by Victory Bay and we would only need to pay a small portion of out of pocket expenses. We also have a statement from our insurance company asking why no pre-validation was performed by the service provider, Victory Bay. No one from the intake staff indicated that the insurance company would not cover the costs and they did not properly explain the documentation that was provided. They did not make themselves readily available to answer inquiries and we were just asked to sign documents without explanation. You need to take action to be fully transparent that insurance companies do not cover your services and that everything is out of pocket. The services rendered were also unfit for a child with autism spectrum disorder as stated multiple times by your staff members even though your intake team assured us that it was suitable and you had other children on the spectrum receiving services which you didnt. All around, from the intake to the services provided to our son were all unsatisfactory.
  
  
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:03/11/2024

  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.

  My wife attended this facility after explicitly asking them and making sure that it was covered by her insurance. We’ve received a massive $120,000 bill out of nowhere and never receiving a bill prior to this. If that was the case, we would have ceased going to that facility immediately, but it seems the facility wanted her to rack up a massive bill before sending anything to us months after her ending her time there

  Business Response

  Date: 04/16/2024

  Upon completing treatment, the client received a statement of any
  remaining balance from their insurance. One statement was sent to the client in
  February 2024, with a second one in March 2024. On March 11th, the
  client’s husband, for whom we have a release, contacted our facility regarding
  concerns about the statement. A voicemail was promptly left for him on the same
  day, instructing him to reach out to address any issues. We followed up with
  the client’s husband again on March 12th and had a conversation
  successfully addressing his inquiries. Feedback received indicated that his
  concerns were resolved, and no further questions were raised. On 4/15, we
  attempted another follow-up to ensure no additional inquires had arisen.
  However, we were unable to connect, leaving a voicemail with our direct contact
  number for any further assistance, as necessary. 

  Customer Answer

  Date: 04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* *******