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:09/05/2024

  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.

  I called Valera Health to set up appointment through them. The confirmed the cost (after the deduction from my health provider) would be $150 total. I never received a statement - just a text to pay.I logged onto my healthcare plan and that is where I saw the charges. My first bill was accurate but the next two added a second charge for the same day. I tried calling their billing and over but no one answers. Today, I've been on hold for 30 minutes and still no answer. I tried their option for voicemail several times - no one called back. I tried their call back feature - again, no one has ever returned my call. I tried their email but it always comes back 'undeliverable'. I tried the app - nothing. I tried all of these options several times for the past month. I also reached out to my healthcare provider and they were unable to get through as well. I attached the bills in question as well as the email returned. I click on the link provided via their website but it does not go through. I am very disappointed in how billing is not handled and the lack of any statements. I need to know why I am charged extra on two of my statements. I have since canceled.

  Business Response

  Date: 09/19/2024

  We would like to thank **** ******** for bringing this to our attention and giving us the opportunity to address this. We take all billing concerns seriously and as such, have spoken with the patient, reviewed the dates of service and adjusted the claims. In turn the patient has made a payment. We apologize for any frustration the this may have caused. If there are any concerns in the future, please feel free to reach out to us via phone or email. 

  Thank you, 

   

  ****** * ******

  Sr. Director of Revenue Cycle 

• Initial Complaint

  Date:06/20/2024

  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.

  Valera has been sending claims to my insurance for the past year for higher-rate services than I made appointments for or ever received. Despite my appointments being the same every month, Valera billed insurance for higher rate claims without reason or prior consent from me. I reached out to Valera in 12/2023 regarding the first bill they did this for since my amount due was higher as a result of their upcoding, & despite several contact attempts was ignored & auto-charged for the bill. They then sent a bill for another DOS from 2023 & attempted to do the same thing, & have overcharged for a 1/2024 appointment as well. *** spent hours emailing, calling, leaving voicemails, & rarely if ever reach anyone or am responded to. Despite being told by the psychiatrist that the codes would be fixed, & being told by a service *** that the disc***ancies were suspicious/would be looked into, my ************** continue to be ignored, & if ever responded to Im vaguely told that the coding/charge are correct based on notes in the file & arent based on appointment times. For identical appointments, theyve randomly upcoded so they can charge more. One claim even has a therapy code added(I have a separate therapist. I DONT receive therapy from Valera). The differences arent consistent- some months are charged the regular rate, & other months the claim is upcoded to a higher rate. As of 3/26/24 theyve escalated the issue again, which is the 2nd time theyve done so since December with no contact afterward. They wont show me what notes merit an undisclosed & non-consented to change in appointment type/cost. NONE of the appointments required service levels theyve charged for, & I never gave consent for higher rate appointments. I have not heard from anyone since their escalation on 3/26, aside from sending yet another bill for an upcoded service. They refuse to respond or communicate at all to correct the bills to the rate I agreed to pay for their service.

  Business Response

  Date: 06/26/2024

  We appreciate you raising these important issues.  We also see that your concerns have been addressed with our **************** and Coding Specialist over the past period.  Valera Health services are considered covered by insurance plans with which we are in-network providers.  As a result, the invoiced amount is determined by the member health plan, and not by the Valera team.  We submit claims on a member behalf to their insurance provider, with the defined code structures the payor has set in place, and a patient is charged for their portion of the cost share using the card on file once those claims have been processed by the insurance provider, which can be several weeks after the services were provided.
  
  
  Based on a member's specific insurance coverage, you may be responsible for a copay, deductible, or coinsurance when utilizing our clinical / medical services.  We provide a good faith estimate about any costs-share responsibilities that we are able to look up on behalf of a prospective member, but we always recommend that members contact their health insurance plan directly to verify their coverage.  
  
  
  Additionally, we encourage any patients with any outstanding questions about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours. 

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I spent four months emailing and calling the billing department and never received proper or timely responses from you. Your customer service and coding specialists never responded with appropriate explanations, or any offer to fix the issue. This is not an acceptable response. 
  
  
  I am aware that I owe a copay for insurance. The issue here, once again, is that I was a patient with valera for years and always had my sessions sent to insurance with the same specific code and my copay/deductibles were correct based on that coding. In 2023, the doctor you assigned me started fraudulently upcoding the appointments so the bills to insurance were higher, and therefore my copays and deductible payments were higher. My appointments NEVER changed in any way to warrant a higher-priced/coded appointment. I NEVER consented to any change in appointment type or billing. Your doctor wasnt consistent with these changes, further proving that the appointments werent actually changed in any way, JUST the codes submitted to insurance were. I signed up with valera for a specific service, and consented to your cost estimate for those specific appointments. You did not ask for consent to change the appointments, I did not give consent to change the appointments, and the appointments themselves stayed exactly the same. The CODING that was submitted by your company to insurance is the only thing that changed. This is fraud, as you are lying about services rendered to receive more money from my insurance company. 
  
  
  I have yet to receive a proper response from any representative I contacted at valera to fix this. I spent MONTHS emailing, calling, and leaving voicemails, and was continually ignored after being told youd escalate the concern. The bills you sent and auto charged for several appointments are higher than they should have been because of the fraudulent upcoding and lying to insurance about services you provided. These claims need to be resubmitted to insurance with the correct coding for the services I actually received, and you need to reimburse both me and the insurance company for the amount you fraudulently overcharged.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/13/2024

  We take all billing concerns seriously, but due to confidentiality issues, we ask that all billing concerns be addressed directly with the company. This matter has been forwarded to the appropriate personnel within the organization and will attempt to reach out directly to the complainant to attempt to resolve her issues in good faith.
  
  

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The action they stated they would complete has not been done, and is in fact communication I initiated multiple times several months ago to no avail. Please keep this complaint open for the time stated in the prior message so I may properly respond tomorrow to follow up on the fact that the business took six weeks to respond to my last message and has since not followed up as promised. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/12/2024

  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.

  From Jan 1 2024- present (March 11, 2024) I have been sent unsupported late payment notices from this company. They are unreachable and provide no customer service. Their platform and contact information do not lead to any human assistance or otherwise. The other phone number they have listed as a billing ***** contact, leads to a private residence unrelated to the company. I have tried on several occasions to contact the primary customer service number provided for billing questions, and there is no option to speak with billing or even any reference to billing through that phone number. The payment link sent with the "late payment notices" requires a customer to sign in with no other information and submit credit card info with no access to dates of billable service, bill summary, or any information confirming what is being paid for.In emailing with the ********************************** email, I am only sent past logs of my processed payments for dates unrelated to the service date(s) in questions that I supposedly owe for.

  Business Response

  Date: 03/20/2024

  We appreciate you raising this issue. Since this was posted, we have followed up and believe we have resolved this complaint.
  
  Valera Health has been aggressively working on refining our systems that help support patient communications and interactions and we deeply value your comments and input.  Over the next few months, we are making considerable improvements to the tools that our patients have, including direct access phone lines that allow for two-way communications.
  
  Additionally, we encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours. 

• Initial Complaint

  Date:01/22/2024

  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.

  Back in the Fall I was charged higher out of pocket rates for the services I was receiving for mental health care without being given notice for the rate change. I was paying out of pocket since my insurance through my employer did not cover the company. I emailed the billing department to ask when the rate was changed, why I was never notified as it wouldve changed my ability to use their services as the rate change was significantly higher and to correct my bill to the old rate since I was never notified. I emailed approximately 14 times plus tried calling and asked for an escalation of my request to management over the course from 9/21/23 to finally getting a response on 12/26/23. I was told in the email I would get a corrected bill with the old rate but now being about 4 weeks later and having emailed 4 more times again I havent received a corrected bill. There is no way to contact the billing department by phone except for leaving a voicemail and clearly email doesnt work either.

  Business Response

  Date: 01/26/2024

  We appreciate you raising this issue. Since this was posted, we have followed up and believe we have resolved this complaint.  Thank you for being a valued Valera patient!
  
  We encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours. 

• Initial Complaint

  Date:01/17/2024

  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.

  This company has every single credit card I own on file. They charge my credit card randomly for services that my daughter has not received. I have asked them to take my credit card information off my file. I have asked them to stop charging my credit card automatically so I can pay the bills manually. My daughter receives services every other week yet there are two charges a week in my credit card. After repeated attempts to contact this company the billing department has failed to ever call me back. This is a company that handles paperwork for my daughters mental health therapist. I dont want to remove my child from therapy. I want have a detailed conversation and resolution to these billing problems so I dont have to remove my troubled child from therapy.

  Business Response

  Date: 01/23/2024

  We appreciate you raising this issue.Since this was posted, we have followed up and believe we have resolved this complaint.
  
  ********************, many thanks for speaking with us.  As we noted, the charges for services provided are accurate and the charges to your credit cards were correct. We forwarded you an itemized statement showing those appointments and charges applied with supporting date information; although we agree, in some cases,there was a billing lag with the associated charge.  We continue to evaluate and enhance our processes to address more timely billing of patient charges.
  
  To ensure continuity of care, patients are asked to give consent to automatically charge their cards on file. We provide a good faith estimate about any costs-share responsibilities that we are able to look up on behalf of a prospective member, but we always recommend that members contact their health insurance plan directly to verify their coverage and to ensure there are no lapses.
  
  We encourage you to reach out with a question if you have additional questions about your bill or charges to reach out to ********************************** directly,where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours.

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There are charges on my credit card starting on 10/19 that I Valera says they have no record of making. Also I dont know how I am supposed to pay my outstanding balance. Sometimes the charges read Valera ***** and sometimes CTL Alliant. I dont know why I will sometimes be charged three times in one week when my daughter only received services twice a month. I have tried to reach out since September to solve these issues. I have tried to speak with a supervisor. The charges are often made backwards on my card. So I will be charged for sessions in reverse order. The fact that I cant speak yk anyone about the charges and that I have only received very sketchy emails that dont cover the charges I see on my credit card.

  Valera has not made a good faith effort to solve this problem. Valera has cost me countless hours of stress and worry. The billing number no one ever answers the phone. I dont know why sometimes Im charged by Valera and sometimes by CTL Alliant. Also I dont understand that any communication I have had with Valera they say that they are doing me a favor trying to resolve this situation whereas Valera has truly messed things up and should be more serious and concerned about settling.

  It has been so frustrating to deal with this situation that o can no longer think clearly. I am truly stressed and losing valuable time I could be using to take care of my and my daughters mental health. 
  

  I am a single mom. I simple well intentioned conversation from Valera would go a long way. And an explanation of how things got messed up. The charges starting 10/19 and the charges that appear as Valera and why thats different than CTL. Alliant. How I will be billed in the future. How I am supposed to pay the outstanding balance. Where the outstanding balance is from. Why there are charges on my card that Valera cant account for. Why I am being charged in reverse order. And I would like Valera to acknowledge they have caused these problems with the billing. I gave my credit card information and permission to charge my card in good faith and now I am asking for an explanation, I have been asking for an explanation since September and Valera is acting as if it is my fault things are messed up. How are things my fault when I gave Valera all my credit card information.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/02/2024

  We appreciate you raising these important issues.  You are correct that Alliant appears on your CC statement, as that was the original name of our company, and we are working to change the descriptor on the statement. Valera Health services are considered covered by insurance plans with which we are in-network providers.  As a result, the invoiced amount is determined by the member health plan, and not by the Valera team.  We submit claims on a member behalf to their insurance provider, and they are charged for their portion of the cost share using the card on file once those claims have been processed by the insurance provider, which can be several weeks after the services were provided. As we mentioned through multiple emails and several calls, the charges incurred are accurate and show on the statement sent in descending order.
  
  
  Based on a member's specific insurance coverage, they may be responsible for a copay, deductible, or  coinsurance when utilizing our ***************************.  We provide a good faith estimate about any costs-share responsibilities that we are able to look up on behalf of a prospective member, but we always recommend that members contact their health insurance plan directly to verify their coverage.
  
  
  Additionally, we encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours.  If you would like to make additional payments to handle your outstanding balances now or in the future, you can use our valerahealth.com website; click on the Resources tab at the top; and then select Pay My Bill.
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  I went to Valera Health during a mental health crisis to engage a therapist. The person who signs you up is super friendly and helpful. They give very vague answers as to what the charges will be "depending on your insurance." I was given a range into which my charges would fall. NEVER was a provided an invoice. My card was charged $30 for each visit (copay) and then I would receive a text and an email with my balance - due because I hadn't met my deductible. I paid in total $494.54 for four visits through 10/31. I applied for assistance through *** of Health in November, and was eligible for ********* When asked if I owed any medical bills I said no because I believed I had paid in full. I sent my new info into Valera (after waiting WEEKS for someone to get back to me....no-one EVER answers a phone there) and then they sent me invoices showing that a balance of $119.48 from October. Only then did they send a breakdown of charges for the four visits I had during that time. I disputed that this was correct, as the amounts per visit were inconsistent, which was not my understanding at sign up. Further, I asked for help to submit it to ******** since I thought they might pay it, even though it was before my effective date. Instead of helping, they kept repeating to me that I owed the money. My complaints were "escalated" only to come back with the same answer. Finally, when I decided to leave the company, my therapist stepped in and eventually came back to let me know that I had a zero balance and that future visits would all be zero as per my ******** coverage. Imagine my shock to see that my balance was zero because the amount in question had been charged to my card, even though I specifically said they did NOT have permission to charge my card any longer. Instead of crediting it they try to call me to "fix the mistake." Now almost two weeks have gone by since the charge and nothing.

  Business Response

  Date: 01/11/2024

  We appreciate you raising this issue. Since this was posted, we have followed up and believe we have resolved this complaint.  Unlike a copay, we cant fully predict what deductible amount will accrue prior to the insurance processing the claim. Once the claim is processed, any amount applied to your deductible becomes patient responsibility and is to be paid by the patient. Due to variances in insurance processing times, we have to wait until the claim is fully processed, then the correct amount due for a deductible will reflect on your account; which is standard healthcare industry practice.

  
  Valera Health services are covered by insurance plans, for whom we are in-network providers. As a result, the invoiced amount is determined by the member, employer and health plan, and not by the Valera team. We submit claims on a patient's behalf to their insurance provider, and they are charged for their portion of the cost share using the card on file once those claims have been processed by the insurance provider, which can be several weeks after the services were provided. Based on a member's specific insurance coverage, they may be responsible for a copay, deductible, or coinsurance when utilizing our ***************************.

  
  We provide a good faith estimate about any costs-share responsibilities that we are able to look up on behalf of a prospective member, but we always recommend that members contact their health insurance plan directly to verify their coverage and to ensure there are no lapses.

  
  Additionally, we encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours.

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Read my actual complaint. Their response is exactly what I have been complaining about. No effort was made to account for my financial situation and submit this bill to ******** or write it off. More than $150 per visit is NEVER what I agreed to. And the fact that you have no way of knowing what each visit will cost, is exactly the problem. 

  IF BBB choses to accept this as an answer, that is fine. I will continue fighting and complaining as publicly as I can. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/23/2024

  ******************,
  
  We appreciate you raising these important issues.  Valera Health services are considered covered by insurance plans with which we are in-network providers.  As a result, the invoiced amount is determined by the member health plan, and not by the Valera team.  We submit claims on a member behalf to their insurance provider, and they are charged for their portion of the cost share using the card on file once those claims have been processed by the insurance provider, which can be several weeks after the services were provided.
  
  Thank you for providing the necessary and required information we needed in December, so we could correct your claims submission for your October visit.  The effective date and notification of that new insurance is highly important for us to be able to file claims correctly.  As a result, we have filed the claim with your new insurance and also issued a refund of the October charge amount.  Deeply appreciate your assistance with resolving this concern.
  
  It should be noted that based on a patient's specific insurance coverage, you are responsible for a copay, deductible, or  coinsurance when utilizing our *************************** and therefore the appropriate information we need to file a claim on the patient's behalf is extremely important. As usual, we provide a good faith estimate about any costs-share responsibilities that we are able to look up on behalf of a prospective member, but we always recommend that members contact their health insurance plan directly to verify their coverage.  As you know, we worked with your insurance company listed as well as your new insurance coverage provider to make the necessary adjustments.
  
  Additionally, we encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours. 

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that

  The response does not address the complaint but is an example of why I no longer use their services. They sent this canned response to you telling you why I was wrong. So I disagree with this answer and want that on record.

  HOWEVER my complaint has been resolved in that they finally resubmitted the claim as I begged them to do for WEEKS and did credit back the fraudulent charge they made in the first place.

  So this is resolved, but the complaint should still be on record as a warning to others.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/07/2023

  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.

  On 3.14.23 and 3.8.23 Valera charged my *** card on file for services they can't provide records for. Both charges were made twice. They have also received payment from my insurance on 2.7.22 and 4.20.22 and then also received payments with the *** card. Neither of those charges have been reimbursed. The first representative I emailed stated that there were no duplicate payments. The second representative I contacted via email (phone contact for billing never works) was able to see one of the charges and initiate a repayment request. It has been over two months and neither myself or my *** account have been repayed.

  Business Response

  Date: 10/12/2023

  We appreciate you raising this issue. Since this was posted, we have followed up and believe we have resolved this complaint.
  
  Valera Health services are covered by insurance plans, for whom we are in-network providers.  As a result, the invoiced amount is determined by the member health plan, and not by the Valera team.  We submit claims on a member behalf to their insurance provider, and they are charged for their portion of the cost share using the card on file once those claims have been processed by the insurance provider, which can be several weeks after the services were provided.
  
  Based on a member's specific insurance coverage, they may be responsible for a copay, deductible, or  coinsurance when utilizing our clinical / medical services.  We provide a good faith estimate about any costs-share responsibilities that we are able to look up on behalf of a prospective member, but we always recommend that members contact their health insurance plan directly to verify their coverage.
  
  Additionally, we encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours. 
  
  

• Initial Complaint

  Date:08/17/2023

  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.

  This company is meant to treat persons with mental health issues, and for this population it is incredibly important to be responsive. You can never reach a live person on the phone - theres no option for this and they do not make this clear from the onset. Their billing is off and delayed, and they charge your card erroneously when youve cancelled an appt according to their policy. The app they expect you to use for communication with your counselor and others does not allow direct emails or specific departments to be reached, and it crashes constantly. They do not provide an explanation of charges to your credit card on the receipts they email you. The charges never match the dates of service. They are unresponsive and/severely delayed in responding to emails about billing inquiries. And the last thing a person needs is to be forgotten about by their counselor and still be charged for the visit. Its an awful experience.

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Valera Health has been addressed; after one month of requesting billing information, the company has finally provided me with a detailed invoice/statement.  I am no longer working with the company due to the many other issues noted (crashing app, poor and delayed communication) and hope they can fix their issues.  
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:05/31/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was originally referred to Valera Health for *********** Services. I have a history of depression and anxiety and was hoping this could alleviate some of my symptoms. What I received was anything but ***********. I had to discharge myself as my life was put in danger multiple times due to negligence, malpractice, and unethical practices.First, every time I called ***** and express my concerns, they keep asking me if I had two providers at Valera. I had one provider the entire time I was there. Neither of them were ********************************** or ****************************. I dont even know who ****** was. All I know is ******** had oversight of my treatment and I never once talked to him or saw him. I was physically assaulted by a family member in April which I actually called the police and could get a report of. I have video of the person admitting they were drunk and high on pills to justify it. I was traumatized so I went to the hospital for safety. My reason for admission is No Documentation which I have the paperwork. As soon as I got out of the hospital, Valera tried to drop me immediately because I was high risk? For protecting my life? Then I had one day while traumatized and in shock to decide if I wanted to keep seeing my therapist for month only. I saw this therapist for a year and half and it helped. The most important time a person would need a therapist is directly after a hospital discharge. Instead, I was punished for seeking safety, caught off guard, and almost dropped immediately. This act was negligent, dangerous, and completely unethical. Then my hand was forced and I had one day while traumatized to decide if I wanted to continue to the person supporting and helping me. Now they are also coming after me for non-payment of that day, April 27th. They dont even have it on record when I absolutely had a therapy session at 4:00 p.m. This was only one of many incidents that were dangerous.One time they promised to oversee my medicine then refused to prescribe. They are saying I never paid $210.00 for an appointment I had on April 27th. They never filed a claim with my insurance companies and never told there was an issue. I have been getting harrassed by spam calls for **************************************************************** up to collections because they never filed with insurance the appointment on April 27th. They will not respond or rectify this. I need help escalating this. The email is the only proof I have of a surprise bill which shouldn't exist as I made the appointment and they messed up the billing.

  Customer Answer

  Date: 06/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Valera Health regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:02/10/2023

  Type:Billing 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.

  I have been repeatedly charged copays of $20.00 directly from my bank account without authorization, when there has been no bill sent, and after legitimate bills have been paid. I have contacted this company by email and phone several times over the last two years. They have previously advised me the issue was resolved, yet they removed another unauthorized payment from my account again today, with no bill sent and the most recent bill already paid. For instance: I received an emailed bill on January 31, 2023. I paid the bill on February 1, 2023 and received confirmation. The payment website indicates no bill due at this time. However, a payment was removed from my account today. I did not receive a new bill for this unauthorized debit.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Valera Health regarding complaint ID ********.

  I have received a response to my own email to Valera, but not concerning this complaint through the BBB. I did receive a refund of one unauthorized debit. I can say that shortly after the complaint was made, my provider suddenly went on "a break" and I was discharged from services.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 10/16/2023

  We appreciate you raising this issue. Since this was posted, we have followed up and believe we have resolved this complaint and clarified our consent and credit card authorization processes. 
  
  Valera Health services are covered by insurance plans, for whom we are in-network providers. As a result, the invoiced amount is determined by the member health plan, and not by the Valera team.  We submit claims on a member behalf to their insurance provider, and they are charged for their portion of the cost share using the card on file once those claims have been processed by the insurance provider, which can be several weeks after the services were provided. Based on a member's specific insurance coverage, they may be responsible for a copay, deductible, or coinsurance when utilizing our ***************************. 
  
  To ensure continuity of care, patients may be asked to give consent to automatically charge their cards on file. 
  
  We encourage any patients with a question about their bill or charges to reach out to ********************************** directly, where we are available Monday through Friday, 9:00 am to 4:30 pm. Though we experience a high volume of questions and sometimes issues raised require further investigation, we aim to respond to all of these requests within 72 hours. 
  
  

  Customer Answer

  Date: 10/17/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************