Complaints

This profile includes complaints for Speakeasy Therapy Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Speakeasy Therapy Services, LLC

  2490 Paseo Verde Pkwy Ste 155 Henderson, NV 89074-7120

  
• 

  Speakeasy Therapy Services, LLC

  6345 S Jones Blvd Ste 300 Las Vegas, NV 89118-3334

  
• 

  Speakeasy Therapy Services, LLC

  3965 W Cheyenne Ave Ste 101 N Las Vegas, NV 89032-8905

  

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:03/27/2025

  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.

  Speakeasy Therapy has removed my toddler from their practice which will result in my son not receiving his Speech and Occupational Therapy Services. He has a developmental delay and is non verbal. I have had many issues with their Office Staff (Billing, Front Desk, Office Manager). They have disrespected me and my family, stated I am stupid to my sons father on the phone (which is recorded). I requested my childs attendance records which I am legally entitled to. They tried to fight me on this and stated they are not getting involved in custody disputes. That was extremely shocking, inappropriate and very unprofessional. I have the entire convo documented. I spoke to the Operation Director multiple times for this type of behavior and nothing was done. In the end because of my complaints about the staff, they discharged my innocent child. They are using my child as a weapon to hurt me, which only hurts him and his development. This is a very sad situation. The only thing that should be of everyones concern is my child progressing . . . There billing department over charges and threatens to cancel appts if payments are not paid (when they have already been paid) Again using my childs need for therapy against his parent.

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau Representative,
  Thank you for forwarding the complaint regarding Speakeasy Therapy Services. We take all feedback seriously and appreciate the opportunity to address the concerns raised. After carefully reviewing the situation, we would like to provide the following information:
  Background
  The ******* family has been receiving services at our facility but several months ago we encountered ongoing challenges related to co-parenting arrangements and payment procedures that ultimately led to the discontinuation of services on March 24, 2025.
  History of Behavioral Concerns
  Throughout their time with us, multiple staff members documented concerns regarding Ms. ********* conduct during interactions at our facility, particularly regarding co-payment collections. These incidents were consistently documented and eventually escalated to our compliance director.
  Our compliance director initiated a discussion with both parents to clarify our written policy regarding co-parenting responsibilities, specifically that Speakeasy Therapy Services does not mediate payment arrangements between parents. As with standard medical practice, our policy clearly states that co-payments are due at the time of service.
  March 24th Incident
  Despite our ongoing efforts to resolve these issues, on March 24, 2025, Ms. ******* was involved in an escalated altercation at our front desk. During this incident, which was recorded, Ms. ******* made disparaging and derogatory comments about our facility lead who was attempting to collect payment for a past-due visit. This behavior occurred in front of multiple staff members and violated our clearly outlined no-tolerance behavioral policy.
  Decision to Discontinue Services
  Following this incident, the recording was reviewed by our HR department, compliance ********* general ******** and owner. Based on this review and the documented history of similar incidents, we made the difficult decision to discontinue services to the ******* family.
  Our compliance director personally contacted Ms. ******* to explain this decision. During this conversation, it became evident that the professional relationship had deteriorated to a point where continued service would not be beneficial for any party involved.
  Resolution Efforts
  Upon determining that we could no longer meet the needs of the ******* family in our practice, we took the following steps:
  Provided clear explanation for the service discontinuation
  Offered referrals to alternative service providers in the area
  Ensured a proper transition of care in accordance with professional standards
  We remain committed to resolving any legitimate billing concerns and have reviewed all charges to confirm their accuracy. Our billing department is available to discuss any specific questions regarding invoices.
  Response to Retaliatory Actions
  We are aware that following our decision, Ms. ******* threatened to post negative reviews on platforms such as Yelp and has submitted complaints that do not reflect the full context of the situation. While we respect Ms. ********* right to express her concerns, we feel it is important to provide complete information regarding the circumstances leading to our decision.
  Commitment to Service
  At Speakeasy Therapy Services, we do not routinely take such measures and extend as much courtesy and patience as possible to the families we serve. Our primary mission remains the successful treatment of our clients, and we only discontinue services when necessary to maintain a respectful, productive therapeutic environment.
  We hope this information clarifies our position. Please feel free to contact us if you require any additional information.
  Sincerely, ****** ******
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23124583
  
  I am rejecting this response because:

  Your billing department continues to harass me regarding a past due bill  I specifically requested your employee **** to never call me after she spoke poorly about me personally to my sons father  I sent my proof of payments to ******* ***** and told him if your facility keeps harassing me I will take further necessary action  There have been multiple issue with your billing department  I would like to know what deregulatory statement was made about your employee?? Your employee that was completely combative  Please enlighten us all  Your staff is disrespectful and unprofessional  You as a business owner have been allowing this and I will tell as many people as possible to avoid your facility  ******* ***** DID NOT give me one referral so now you are lying  Which pretty much matched the behavior of the staff you hire   I hoe you sleep well at night know how much this will affect my sons development  If it was up to me I would of been out the door months ago but it was my son that kept me there. So again I am requesting SPEAKEASY stop calling and Harassing me  

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

  Customer Answer

  Date: 03/28/2025

  Everything this business owner states they did, did not

  They did not provide any referrals. They did not provide any smooth transition to another facility. These are all lies. I spoke to ******* ***** and agreed with my complaints with the facility 100%. He stated I have very valid points and should be heard. The business should provide the BBB of this video. Now my character is being attached and accusations are being made. All because they dont want to take responsibility of their actions. The action of employees THEY hired. Stealing money, character assignation and a complete disregard of a toddlers therapy needs  I believe is enough to request further investigation of this facility and how they are operating. 

  Business Response

  Date: 04/01/2025

  I have included the signed document regarding custody and payment- 

  Told compliance officer, 'the front desk doesn't matter', and called staff member a 'thing.' It is on video and was witnessed by multiple staff members.

  After several conversations, disregarding and disrespecting office staff, the final discussion with multiple staff present resulted in dismissal.

  The discussion was regarding $20 payment. The recording was reviewed, and the ****** did not use the wording 'stupid.' This has been verified by the father as a frustration, not disrespect

  Insurances review, and return payments if overpay, due to 2 insurances. 

  Dear Better Business Bureau Representative,
  Thank you for forwarding the complaint regarding Speakeasy Therapy Services. We take all feedback seriously and appreciate the opportunity to address the concerns raised. After carefully reviewing the situation, we would like to provide the following information:
  Background
  The ******* family has been receiving services at our facility but several months ago we encountered ongoing challenges related to co-parenting arrangements and payment procedures that ultimately led to the discontinuation of services on March 24, 2025.
  History of Behavioral Concerns
  Throughout their time with us, multiple staff members documented concerns regarding Ms. ********* conduct during interactions at our facility, particularly regarding co-payment collections. These incidents were consistently documented and eventually escalated to our compliance director.
  Our compliance director initiated a discussion with both parents to clarify our written policy regarding co-parenting responsibilities, specifically that Speakeasy Therapy Services does not mediate payment arrangements between parents. As with standard medical practice, our policy clearly states that co-payments are due at the time of service.
  March 24th Incident
  Despite our ongoing efforts to resolve these issues, on March 24, 2025, Ms. ******* was involved in an escalated altercation at our front desk. During this incident, which was recorded, Ms. ******* made disparaging and derogatory comments about our facility lead who was attempting to collect payment for a past-due visit. This behavior occurred in front of multiple staff members and violated our clearly outlined no-tolerance behavioral policy.
  Decision to Discontinue Services
  Following this incident, the recording was reviewed by our HR department, compliance ********* general ******** and owner. Based on this review and the documented history of similar incidents, we made the difficult decision to discontinue services to the ******* family.
  Our compliance director personally contacted Ms. ******* to explain this decision. During this conversation, it became evident that the professional relationship had deteriorated to a point where continued service would not be beneficial for any party involved.
  Resolution Efforts
  Upon determining that we could no longer meet the needs of the ******* family in our practice, we took the following steps:
  Provided clear explanation for the service discontinuation
  Offered referrals to alternative service providers in the area
  Ensured a proper transition of care in accordance with professional standards
  We remain committed to resolving any legitimate billing concerns and have reviewed all charges to confirm their accuracy. Our billing department is available to discuss any specific questions regarding invoices.
  Response to Retaliatory Actions
  We are aware that following our decision, Ms. ******* threatened to post negative reviews on platforms such as Yelp and has submitted complaints that do not reflect the full context of the situation. While we respect Ms. ********* right to express her concerns, we feel it is important to provide complete information regarding the circumstances leading to our decision.
  Commitment to Service
  At Speakeasy Therapy Services, we do not routinely take such measures and extend as much courtesy and patience as possible to the families we serve. Our primary mission remains the successful treatment of our clients, and we only discontinue services when necessary to maintain a respectful, productive therapeutic environment.
  We hope this information clarifies our position. Please feel free to contact us if you require any additional information.
  Sincerely, ****** ******

• Initial Complaint

  Date:09/26/2023

  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.

  I have been informed today, Sep 25, of change of my sons therapy schedule. The change was not communicated with me prior and it was only provided to me by accident when I called the Cheyenne ******** to inquire about schedule.My son ****** is in therapy with therapist ****** each Wednesday at 4:30 pm.Today I was informed by your front desk staff that this schedule has been now changed to biweekly without letting me know or even asking if agree to this.I have handed a copy of my divorce decree that states a JOINT custody with my sons father, *****, in January 2022, as soon as the decree was final. The court order clearly stated that both parent have equal say to any changes or health care of ****** and SpeakEasy was aware of this as soon as it was finalized. Speakeasy is obligated to follow the court order as well, which clearly didnt happen.Today I called and spoke to the front desk lady; who declined to provide her name. Upon realization that I might be taking legal action due to the court order violation, she transferred me to her supervisor. Supervisor as well declined to provide her name over the phone. she denied any existence of a court order and stated she is not even aware that ****** had a mother (!) or that if I existed, she is unaware that I have a joint custody.This is very concerning as it shows the office has grossly mishandled the very sensitive documentation as court order. She stated I have never handed be court order to the front office staff and continued belittle me and speak over me that scheduling is pain in the a** (per her own verbiage) if shes to contact both parents each time. This is very disturbing to learn how your staff is mishandling the whole court ordered case and joint custody issue. Also disturbing to experience the harassment and abusive treatment over the phone, where Im called crazy and b**** for demanding to have this situation resolved and put some sort of notification in place for the future

  Business Response

  Date: 09/27/2023

  I successfully reach ******************** to assist in resolving her concerns. I reviewed the recorded phone call and no adverse language was used in her interaction with our staff. ******************** was highly upset mainly as the relationship with her ex-husband is contentious and he had changed and approved the schedule for their son ****** and did not communicate with her that the change had occurred. We empathized with the situation and proposed some solutions. We could not verify that the divorce decree was submitted as these are routinely put in the patient's file and uploaded. In the interim we updated communication flags in our system and updated staff to ensure she and the father are collaboratively updated with case conference information prior to any changes. We have suggested a combined case management meeting with Her and her husband to occur to level the issue of communication concerning her son's care. She agreed to drop off a copy of the divorce decree for us but also was explained that we do not get involved in disputes between parents but we do promote a collaborative approach in situations such as this to deliver the best care and quality for the clients we serve. 

• Initial Complaint

  Date:05/17/2023

  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.

  My daughter was referred to this business for speech therapy by her pediatrician in august of 2022. I contacted them, and they told me they ran an authorization on my insurance, it was approved, and I was placed on a waiting list which could be up to 90 days wait. 90 days came and passed, and I called back to find out they changed their number. Once we finally contacted them months later, they scheduled an appointment. They called back and left a voicemail saying insurance denied the claim. When I returned their phone call, they said they changed something and got it approved. So we attended the appointment and were treated rudely. (The staff member stated my daughter could not play with the some of the toys because then they would have to clean, and made us feel like they didnt believe we should be seeking therapy at all.) a few days later they called back and said insurance denied the claim, despite telling me it was approved prior to the appointment. Over a month later, I receive a bill for $300 despite telling them I was calling my insurance company. The insurance company told me that there was only one authorization run back in September of 2022, which would have been the initial one, and it was denied. Therefore, they lied to me saying they got it approved or re-ran the authorization differently. My insurance company has no record of any such attempt. Furthermore, the claim was denied because the business included no information in the authorization claim. They put two words on the form speech concerns, which is no clear medical issue so the insurance company had no choice but to deny the prior authorization. I would never have attended the appointment if I knew it had already been denied, as that puts a financial strain on my family. The only reason I attended the appointment was this businesss dishonesty telling me they managed to get the denied claim approved.

  Business Response

  Date: 05/18/2023

  Response on ****
  Here is our notes per area (Verification of Benefits, communication with parents by date, Authorization and therapist feedback)
  9/26 spoke with dad regarding VOB and potential challenges with DX.  We expressed our hope for ********************************************************* due to low staffing until February.
  We do NOT get auth for anything until the assessment is done. We only do a VOB. They are probably getting them mixed up.
  Also a VOB isn't a guarantee of payment. We can't get auth from an insurance that doesn't cover delays and auth would be AFTER the evaluation anyway.  
  Once a therapist was available to assess, Speakeasy reached out to schedule. Due to UMR and code for "delay" w speech exclusions, I was advised that a new dx is needed for x to be authd. Sent a fax to PCP for correction request w detailed info. Appt date 2/14 - after KW talked with ****************** and sent txt to both parents regarding possible issue with insurance paying for visit due to dx code.
  Two options - cash pay (gave discount pricing) and try another code R47.9, but not sure that this will be covered. Parent is aware of the issue. I then contacted referral **** and had the updated dx rx completed to reflect no "delay" mention. Parent then notified again of this updated referral and will be in for Eval. tg 12:10
  Auth notes are : 2/15 am requested auth  W10900840  
                      2/20 2/24  2/27 am pending 
                      2/27 am rec'd call from ***** at SHO requesting more infor,  possible     denial d/t dx code.
                      3/2 am rec'd denial.
  During the evaluation, the child wanted a new toy every **** minutes in a 1 hr period of time.  After several toys were removed from the shelf to play with them during the parent interview, the therapist stated it seems there are a lot of toys to choose from.  Due to higher standards from COVID, pulling down more toys will add to the work to clean/sanitize. Lets play with what has been pulled down.
  
  

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20068947
  
  I am rejecting this response because:

   

  there are a few things incorrect in this response. Firstly, see the email thread attached. Speakeasy did not reach out to us when a therapist became available. My wife found an email address on social media since I had been trying for months to call, and the phone line *************) does not work. It will ring, play hold music, then play a recording that says press 1 to remain on hold, or 2 to leave a detailed message. No matter what selection you make, the recording keeps playing and eventually forces you to leave a message, which the office never returns. (An issue Im still having for the last few weeks including this morning as I try to pay the $300 billed.) my wife initially emailed on 2/7/23 requesting assistance. Then again, after receiving no reply, emailed on 2/13/23 stating the phone issue and again asking for help. It is only then that we finally got a reply and an appointment was scheduled. 
  

  regarding the technical terminology of VOP vs. Auth, I am not an expert in medical insurance and can only repeat terms that have been given to me by my insurance company. They have no records of speakeasy contacting them a second and third time reference the adjustment in codes. They only have one submission receiving only the words speech concerns. If indeed speakeasy contacted someone, then they typed no notes in the file, and submitted no paperwork, and made no attempt to file a VOP if my terminology there is correct.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/19/2023

  Because we have had constant issues with our system, approximately 2-3 weeks ago, we listed direct phone lines on our website, instagram and ******** for ease in contacting us, as we also are unhappy with the phone system and are 'stuck in a contract', so are doing our best to find a work around

  the diagnosis was a RED FLAG from the beginning as UMR does not pay for "delay." This was shared with you, and whether the team reached out 1-2-3x, the dx caused the denial- not an authorization, etc as no auth would have been approved, however, we do our best to hope they will cover before asking for payment

  the amount for Metro is actually, $250, therefore this will be communicated and corrected for payment 

  Apologies for the miscommunication and delay in responses- COVID and post COVID has made hiring staff and therapists significantly difficult.  Things are improving, however we are doing what we can to improve our communication and response time- thus why now give direct phone lines. 

  Any clinic you attend will result in a denial of treatment through insurance due to the diagnosis- unless there is a new diagnosis provided, however we hope you find a better fit for your family.

   

• Initial Complaint

  Date:02/14/2023

  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.

  I provided my dual insurance from the *** appointment may 2022 it is now feb 2023 and I received a bill for ****** I called my insurance and they informed me the provider never billed the primary insurance and they took a copay each visit

  Business Response

  Date: 02/16/2023

  After speaking with both parents, the billing team called Culinary and spoke with ***** ref#*********. She informed Billing team lead, ******* that COB information was not completed. ******* then called the mom back, and informed her. *** said the information was 'done'. ******* then called Culinary while mom was on the call, and spoke with Adraina ref#*********. ******* said that mom was told that she 'needed the corrected effective date from UMR and she was told to call back with that information'.  Per mom, she said she was not told this the first time. She was 'told by Culinary rep to call UMR get the original effective date and Culinary would do a claim swipe from 04/01/22 to current' ref#********* and 233224143 

  Mom understands new course of action, agrees to follow through with her part to correct this matter for payment to Speakeasy Therapy Services.