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:11/15/2023

  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.

  On 10/29/23, my husband ************************ entered inpatient rehab at Roxbury Treatment Center. On the same evening of 10/29/23, he slipped on water in the bathroom of the facility, busting his head open. They sent him to the ER, without ever notifying me (his emergency contact). He returned to the facility later that night, with staples in his head. Between 10/30/23 and 11/15/23, I called the facility multiple times and left multiple voicemails requesting a call regarding this and other concerns. No one ever returned my calls. Then this evening, 11/15/23, I discovered that they let my husband sign himself out of the facility without ever contacting me to let me know. They let him leave with no place to go and no home plan. When I called them to find out what was going on, I was met with extreme defensiveness and told that they are an at will facility and that they do not keep anyone there against their will unless court ordered. The problem is, he had no home plan. No one from the facility bothered to contact me or anyone else to make sure he would be safe leaving. If something had happened to my husband (or anyone else) after leaving there, who would be responsible? I want answers.

  Customer Answer

  Date: 11/17/2023

  Did you sign him in? He signed himself in 

  Do you have a copy of his contract and invoice? I am attaching what he was given 

  Are you authorized to file on his behalf? Yes

  Does he know that you are filing? Ye

  Business Response

  Date: 12/07/2023

  Good afternoon,
  ***** fell at the facility on 10/30/2023. He did not sign a release of information for his wife until 10/31/2023 and would not provide a phone number for her. He left AWOL from the facility on 11/14/2023 and refused to allow staff to contact his wife to inform of the AWOL. The clinical coordinator called **** on 11/17/2023 to check on how he was doing. He reported that he was at home with his family. Our clinical coordinator asked if **** or **** had any questions and they reported they did not and "everything is good." As a facility we always recommend a patient completes treatment and has an appropriate home plan and aftercare plan, but we cannot force a patient to remain in treatment on the Substance Use Disorder Unit. 

  Customer Answer

  Date: 12/17/2023

  Never received the last response regarding Roxburys statement until now. As far as their claim that they asked me if I had any questions, they did not even speak with me. I had no knowledge that they even called.

  Customer Answer

  Date: 12/21/2023

  I believe that Roxbury is now retaliating against my husband and myself because I reported them. On 12/14, my husband **** ****** returned to the substance abuse unit at Roxbury. That same night, they sent him to the ER due to excessive bac. He returned to Roxbury the next day, 12/15, after being released from the hospital. Not long after returning to Roxbury, on the same day (12/15) he was sent back to the hospital due to a seizure. Upon being released from the hospital on 12/17, he was told by Roxbury that he could not yet return there because they needed to “redo his paperwork”. When we went to pick up his personal belongings from Roxbury, we were only given part of his belongings. I called them to find out what happened to the rest of his belongings, and left a message with ****** to please return my call. She did not return my call, however my husband did speak with her and was told that “someone picked them up” but they would not, or could not, tell him who. No one from our family picked up those items. She tell proceeded to tell my husband that I needed to “stop calling” and was to “not call again”. He was also told that if he returned, they would call the police. I believe this is a direct result of my reporting them for the previous incidents. I want answers as to where my husband’s missing belongings are. 

  Business Response

  Date: 01/04/2024

  **** was sent to the emergency room following a seizure on 12/15/23. He was not re-referred to our residential substance use program. ****' emergency contact came to the facility and picked up his safe envelope, which included his cell phone and phone charger. They also picked up a plastic bag with clothing items. A blue duffel was found several days later with his name on it. **** or his emergency contact are able to pick this item up from Roxbury at any point. Due to there being no release of information for his wife, phone calls cannot be made to his wife regarding **** or his belongings. Staff would not threaten to call the police on a former patient, that is trying to pick up belongings.  

• Initial Complaint

  Date:10/27/2023

  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.

  My son was a patient at Roxbury this year. After discharge, they indicated that they lost his items. They lost his car keys and 2 necklaces. I've submitted receipts to them August 21st. They have not reimbursed us for these items. I have called on 2 different occasions and have emailed them. They are not responding to any of my phone calls or my messages. The value of the items is $393. ********************* of Roxbury is who I have been talking to about this. She indicated that I needed to submit the receipts. So I was led to believe that I would get reimbursed.My son also mentioned that they lost a cell phone for another patient. I believe that they have an issue with employee theft of these items. They supposedly have a safe for patient items when they first arrive. But how can you lose these items if everything goes into a safe?! I was the one to contact Roxbury instead of my son because is autistic. And I paid for the new keys that were made. That's why I am asking for reimbursement and not my son. Roxbury never indicated that this was an issue.

  Business Response

  Date: 11/06/2023

  Good afternoon,

  We received your complaint letter in the mail. After speaking to several staff members and looking in the patient' medical record, a check for the requested amount was written and will be sent over night on this date. It was discovered in the investigation, the missing property procedure at Roxbury was not handled according to policy and a staff re-education was completed. Please reach out with any questions or concerns.

  Thanks,

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

  Director of Performance Improvement

  Roxbury Treatment Center

  Customer Answer

  Date: 11/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I received the check via Fed Ex.  My hope is that Roxbury does take steps in order that no one else every has to go thru what I did in order to resolve this issue.  My numerous phone calls, emails and filing a complaint with the BBB took up valuable time on my part.  Thank you!
  
  Regards,
  
  ***********************