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:06/12/2025

  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 paid $530 on their internal system consisting of the following dates and payments.Nov 21, 2024 - $225 Feb 5, 2025 - $121.33 Mar 1, 2025 - $123.67 Mar 6, 2025 - $30 Mar 12, 2025 - $30 ************ completely covered this service and routinely showed as such in my billing statements. Since then I've received more chargebacks from Therapy Insights Practice, billing me for services rendered in early March as of June 11, 2025. These statements show that I owe $****** therapist was routinely apologetic on their behalf, ***** ********, who informed me that I shouldn't be getting billed the insurance rate of $225, and should only have to pay $175 the consumer rate.After multiple back and forth emails with their billing department they've not been able to get their monies in ******** it currently stands in their system I have a credit of $230. I do not use this service, they have swindled monies out of their clients and cannot keep a clean book. I cut ties with them back in March and per my consumer rights they're infringing upon my right to be informed with no transparency in their billing department, or in how they're going to be issuing monies back to me. (Assuming the number they have is even accurate!)

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Therapy Insights Practice, P.C. regarding complaint ID ********.
  
  Sincerely,
  
  ***** *******
  

  Business Response

  Date: 07/15/2025

  Response to BBB Complaint #******** ***** *******
  
  Detailed Resolution Statement from Therapy Insights Practice, P.C.
  
  Dear ****** ******,
  
  I am writing to follow up on the complaint filed by ***** ******* under Case #********* After reviewing the matter thoroughly, I would like to provide a comprehensive explanation of the situation, the corrective actions we have taken, and the steps we are implementing to prevent such issues in the future. Please excuse my late response, as I was on medical leave.
  
  Detailed Summary of Events and Resolution
  
  Service Overview and Billing Clarification
  
  Provider: ***** ******* **** (provisionally licensed clinician)
  Services Rendered: *** ******* attended 15 psychotherapy sessions from November 2024 to March 2025.
  Billing: Each session was initially billed at $225.00 (standard internal rate). This was the rate used for internal processing, but the actual insurance reimbursement rate for CPT code ***** was $121.33.
  
  Payments and Overpayment
  
  Client Payments: *** ******* made 5 payments, totaling $530.00. See below:
  
  Nov 21, 2024: $225.00
  Feb 5, 2025: $121.33
  Mar 1, 2025: $123.67
  Mar 6, 2025: $30.00
  Mar 12, 2025: $30.00
  
  Insurance Payments: The insurance paid $273.99 for the services rendered.
  
  Outstanding Balance: There is an outstanding insurance balance of $2415 that you see from screen shots that *** ****** uploaded, but that total reflects the billing rate and not the reimbursement rate our practice is contracted with. Since *** ******* already paid $30 per session, the remaining balance would be calculated by subtracting his payment from the reimbursement rate of $121.33 per session, resulting in approximately $90 per session for 15 sessions. This balance is still pending, as per the insurance reimbursement rate and the established protocol for claims under audit.
  
  Corrective Actions Taken: Refund Issued: With ****** paid in full, the amount to be refunded would $80.00 to *** ******* to rectify the overpayment. I am ready to provide this to *** ******* and I await your guidance in how to do so, 
  
  Internal Review: We have strengthened our internal processes, particularly for provisionally licensed clinicians like ***** ****** who is no longer part of our practice since his resignation to ensure clear communication regarding billing practices and insurance audits.
  

  Specific Issues Addressed
  
  Protocol Breach: The practice has continuously implemented a rule that cost-share must be abundantly clear to all parties before any services are offered, especially during an ongoing audit with UnitedHealthcare. This case with *** ******* represents a breach of protocol by both the rendering provider and the ******. As emphasized repeatedly, the importance of clear communication regarding cost-share cannot be overstated.
  
  *** ******* Responsibility: While we have been addressing the billing issue, it is important to note that *** ******* did sign the supervisory billing protocol, as did ***** ******. This miscommunication in cost-share was a result of their direct communication and oversight, which ultimately led to the confusion and billing discrepancies.
  
  Response to *** ******** I fully acknowledge that our response was delayed, and for that, I apologize. However, it is also critical to note that *** ******* was communicated with by **** *********** myself (on behalf of ***** and *******), and ******* herself.
  
  Conclusion and Commitment to Excellence
  
  We value the role of the Better Business Bureau in assisting businesses with resolving consumer complaints. Therapy Insights Practice, P.C. has taken full responsibility for the billing oversight, refunded the overpayment, and implemented corrective actions to prevent future issues.
  
  We sincerely apologize for any confusion and frustration this has caused *** ******** and we remain committed to transparency, fairness, and ongoing improvements in our billing processes. If we have failed in providing the care and transparency we strive for, I offer my personal apologies to *** ******** We are committed to continually refining our practices and making adjustments to prevent any future incidents.
  
  Should you require any further documentation or clarification, please dont hesitate to reach out. Additionally, I would appreciate any feedback on how I should approach *** ******* regarding the outstanding payment and whether I may obtain counsel from the Better Business Bureau to discuss further solutions for the growth and sustainability of our practice.
  
  Warm regards,
  
  ******* ******** ****
  ***** *** ******** **********
  ******* ******** ********* ****
  ********************************
  ******************
  **************
  ***********************************

  Customer Answer

  Date: 07/16/2025

  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.

  However, to note from the business - it took from March till mid-July to receive proper communication and finalization on any and all outstanding moneys. At multiple points I received invoices with numbers that simply made no logical sense. If I was simply charged a standard rate per session with actual communication from the billing department to explain the reasoning, I would've gladly kept the service. However, even though I had prior communication with ******** ****** and the billing management team, they made no effort to spell it out in ******** terms and simply sent a laundry list of financials back that were different every time. In regard to my direct responsibility, I spoke with ***** ******** on multiple occasions about billing and in fact spent many a therapy session opening up with billing inquiries. I was never provided a standard rate, I was informed when errors were made, but the billing team themselves simply didn't have a grasp on any logical rhyme or reason, leaving ***** and I in the dark at times on why things were billed as such. To say that the responsibility falls back on me because I signed the "supervisory billing protocol" is absolute clownery. I did everything within my power to receive the communication I needed. As you can so clearly see by my BBB complaint, I still wanted to communicate and resolve this issue well after the fact. "If we have provided the care and transparency..." is not a matter of if. The fact that I had to take this matter to the BBB as your team simply stopped responding other than the occasional invoice with a new random number on it every few weeks via email, should tell you exactly what you need to know. Overall, while I've selected the matter has been resolved, it truly won't be until I stop receiving invoices from the TIP team with billing that more directly correlates to Mercury's position in our solar system than it does the actual services rendered. Further proof of this is shown by your own admission that TIP owes me $80, and in the most recent invoice I've received on 07/05/2025, shows $180 owed to me. Make it make sense.

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