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:11/19/2024

  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 made an appointment through Christian Counseling Associates of Western PA with a counselor for an online session on Sept. 30 through the website where I was charged $60 to go towards my first appointment. I also submitted my insurance card at that time. I had my first appointment on Tues. Oct. 1, 2024 and at the end of the appointment was told that the total would be $110, because I had not met the deductible for my insurance. I paid the $110 that day. I called my insurance company and I only have a $30 copay which is not subject to my deductible. My insurance also informed me that no claim has been submitted for any session. I emailed my counselor twice later that week asking about the charges, letting her know that I had already paid $60 prior to my first appointment, and asking for receipts for both of my payments (totaling $170). I never heard back from her. I called the main number of ****** the following week and was told that the counselor handled all the insurance matters. I said she never responded to me. She said she would reach out to the counselor and the billing department on my behalf. My counselor called me the next day and told me that she didn't know anything about my insurance, that the billing department submits the claims to the insurance, that she acts like a "liaison," and could not help me. I then emailed all of the information to the billing department. I heard nothing. I called the following week leaving messages with the main line of ****** and the billing department. I emailed the billing department again. I messaged the CCAwpa page directly (where you can contact them). I've heard nothing back. Lastly, the last week of October, I called and got through to a guy in a different department who said he would look into it. Nothing. I've never heard back from anyone. I'm out $140 (170 minus 30 copay) and I've never received receipts. I have no recourse because no one is responsible. Not very Christian.

  Business Response

  Date: 12/02/2024

  We apologize for this inconvenience.  The $110 was refunded to the credit card.  The remainder of the refund will be processed by the end of the business day today, if it has not been processed already. 

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

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They have not responded at all and therefore have not addressed any of my concerns
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 12/02/2024

  ledawnk
  2:02 PM (31 minutes ago)
  to me
  
  Yes.  I would like to accept the business response. 
  
  Thank you. 
  

  
  

• Initial Complaint

  Date:10/16/2024

  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.

  I have three overcharges on my account and their ************** will not return phone calls, voicemails, or emails. They had me on a weekly billing cycle and I changed my schedule in May. I have 3 $25.00 charges to my account on dates May 8, May 10, and June ************************************************************ resolving this issue, contacting their billing office and left four voicemails (June 26, July 16, July 22, October 10), I called the intake coordinator to route me through directly and he declared he would pass along my message (August 9 and October 10) . I emailed about this issue in writing on July 22, Sept 30, October 4, October 9 and also spoke to my counselor about this twice during my visits in July and recently in September. I cannot get a hold of any business person to fix this error and they are avoiding all of my efforts to discuss the problem. They moved to a new billing system during this transition and my records are unattainable now in the new system. I see NO record of payments through their system. I only have them via my credit card.

  Business Response

  Date: 10/25/2024

  We apologize for the confusion in the response.  Our policy is to have correspondence go through the counselor.  The disputed funds will be returned.

   

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

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response. I have reached out to my counselor multiple times to address this error and he has made an effort with no resolve. He included his billing administrator, ***** *********, in an email on Friday, October 4, 2024, with whom I emailed the issue in detail twice and never received a response. While I appreciate your commitment to processing the refund,I want to make it clear that I will only approve the resolution once the refund has been successfully completed, as the issue remains unresolved.  
  
  Additionally, I want to express my frustration with the lack of direct communication from your billing office. If your policy is not to communicate with clients directly, I recommend updating your public website that communicates differently. The "Contact Us" section specifically states that clients can send emails and expect a response within 24 hours, and it also provides a phone number for inquiries. ********************************************************************.
  
  Thank you for your attention and action.
  
  *** *****

• Initial Complaint

  Date:07/12/2023

  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.

  Over 2 months ago, I inquired about counseling through Christian Counseling Associates.
  I specifically asked to only be seen by a counselor who is covered under my insurance. I was told that I would ONLY owe a co-pay of $25 per visit and that my insurance would cover the rest.
  However, I am now getting a bill for over $300.
  I have reached out over 10 times to Christian Counseling Associates. I have been told some one from billing would call me back. No one does. I have left voice messages. I've got no call backs. I've sent Emails. I've got no responses. This is completely unacceptable. Not only to lie to me about how much I'd owe for my visits, but to not get in touch with me after far too many attempts to speak with them regarding my bill. Please take action on this matter.

  Customer Answer

  Date: 07/27/2023

  Good morning,
  
  This claim has been resolved.
  I spoke with CCA and they have taken care of the issue I had. 
  You may close this claim in order to show it's been resolved.
  
  Thanks. 
  
  **** *******