Complaints

This profile includes complaints for Suburban Psychiatric Associates, LLP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Suburban Psychiatric Associates, LLP

  85 Bryant Woods S Amherst, NY 14228-3604

  
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  Suburban Psychiatric Associates, LLP

  4535 Southwestern Blvd Ste 704 Hamburg, NY 14075-1870

  

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:02/06/2025

  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.

  Suburban psychiatric has put me in a financial bind by charging me $115 for going over a 10 minutes session, which I never did, because they were late. Because of this, my medications were blocked, I couldn't get a refill on time, and when I paid the fine because they claimed they couldn't take it off and that I had to pay it to even get my meds refills but then they lied to me multiple times and said they sent them in, told me a specific time they received the confirmation from my pharmacy that they got the refill, and when I called my pharmacy over the course of two days they kept telling me they didn't receive anything. When I called suburban back, they were disgustingly rude, eluded that they'd push my meds back even further now, and said that my pharmacy is lying. They aren't. They don't have any meds. So I've gone days without my meds and am having side effects that might hinder a procedure I'm having tomorrow causing it to be cancelled.

  

  Business Response

  Date: 02/10/2025

  Caitlin, I am sorry that you feel things are not being done appropriately in our office. The providers use codes for billing based on time spent with patients and it is recorded that you received the additional charge as you were seen for a longer amount of time then you had been originally scheduled for. This is common procedure for any medical practice and it is listed in our office policy and financial policy which you signed with our practice. Medication refills are completed with in 5 days of request as per our office policy. We do ask that all patients call a minimum of 3-5 days prior to needing medication refills as there is a process that must be followed to complete these requests as per New York State regulations. I can see that you requested your medication on 2/5/25 and the process was started 2/6/25 to complete this request. The medication was queued for the pharmacy on 2/6 at 4 pm, I cannot speak on behalf of the pharmacy as I am not aware of their process. To avoid this type of issue in the future please make medication refill requests 3-5 days prior to running out of medication. I am happy to pull the phone calls from this date and speak with staff if necessary regarding your complaint that they were "disgustingly rude and eluding that medication would be held from you", as this in no way is the way our office operates. Patient care is our priority. We do ask that patients allow appropriate time for us to process any requests as providers may not be in the office everyday of the week and there are certain procedures that need to be completed with each request received.

  For future reference to avoid any additional confusion medication refills will be completed within 3-5 business days, forms will be completed within 5-7 business days, prior authorizations may take up to 2 weeks-30 days to process depending on the insurance carrier, appointment request will be responded to within 24 hours, urgent or emergent request will be responded to within 1-2 hour, non urgent messages will be responded to with in 24 hours, refills will not be processed on weekends or providers regular days off.

  Thank you for making me aware of your concern. 

• Initial Complaint

  Date:12/06/2022

  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 minor child continues to receive an erroneous bill in which she should not be held responsible - she was symptomatic and ended up with covid. Have attempted multiple times to speak with Lora P******* in which she refuses to return calls or written correspondences. A call was made to inform them of illness the day of the appointment.

  

  Business Response

  Date: 12/22/2022

  Hello,Thank you for reaching out to the BBB regarding your concern of the missed appointment fee that has been assessed to your child's account. I have reviewed the calls from you to our office and I have staff documentation that on the day of the appointment (appointment scheduled for 6/29/2022 at 9:00) you called at 9:55am and left the following message with our staff for the provider: Pt's mom just called - very upset - just realized that ***** had her appt this morning - Mom has had a migraine since 2 a.m. and fell asleep after being up most of the night.  Our records show that you again reached out to the office once you had received the missed appointment fee invoice with the following message: PT MOM CALLED ASKING IF NO SHOW COULD BE WAVED STATES COVID WAS RUNNING IN THE FAMILY ON VACATION--WAVE?Our provider decided it was not appropriate to waive the fee as you were aware of appointment scheduled with the office and had received several reminders of the upcoming appointment. Our office policy for missed appointments/late cancellations is that if you do not provide 24 hours notice you will be assessed a fee for this. You signed this agreement on 4/21/22 which expressed agreement with the office policies. I have attached a copy of the signed office policies for your review. Please be aware that this charge is in place to avoid our providers not being compensated for their time. Due to your failure to reach out to the office with appropriate time prior to appointment, we were unable to fill the appointment slot and thus the provider was not paid for that time. These charges are in place to ensure that our providers are compensated for their time.I empathize with you that you do not want to pay the fee, unfortunately your child missed the appointment that was scheduled with our office and you did not notify us prior to the appointment to cancel and our policy is that a fee will be assessed for any missed appointment. Regards, Jennifer