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Business Profile

Drug Abuse Information

The Ranch Pennsylvania - A Promises Behavioral Health Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Drug Abuse Information.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/21/2023

    Type:Product Issues
    Status:
    Answered
    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 a patient at this facility in Wrightsville PA. I have tried requesting my medical records be sent for a short term disability claim that is open and requesting these records but have been unsuccessful and given the run around from my former case manager. I have only been given an email address to request the records from, with no response yet. Please assist in helping my send my medical records to my short term disability provider.

    Business Response

    Date: 01/29/2024


    Promises Behavioral Health/The Ranch of Pa. sent the client's medical records to ****. The representative from **** confirmed that the records were received, and it was uploaded to the client's file on 12/5/2023. The claim was also approved. 

  • Initial Complaint

    Date:09/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Entered Rehab process. Was told the cost was $ 26,500 for a 30 day stay. With $2,600.00 out of pocket that was paid immediately upon arrival . Wife made sure stay was completely covered by insurance every week to follow up and was told it would be . Given an authorization number as well to confirm it was by therapist. After the stay they billed insurance company $63648.00. And sent us a bill for $13k. This is not what we were told . We have contacted insurance company but want to get more help with this situation.

    Business Response

    Date: 01/19/2024

    ** Billing and Insurance Mgr ******** *** left message (ph#: ###-###-####) to work through patient's concerns. 

     

  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    Resolved
    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 daughter chose The Ranch in Pennsylvania for residential mental health. She completed a phone interview and gave her insurance information. The admissions person she spoke to was *******************. In the phone interview, she gave a brief summary of her experiences over the last two years. They responded to her quickly and let her know that she was approved to come and that insurance was going to completely cover a 30-day stay with just a $474 copay from us. We were very pleased at how quickly they seemed to get things in order. And she was able to make plans to go Pennsylvania within about five days of her interview. We live eight hours away, so we made plans for someone to drive her up, meaning a sixteen hour round trip for them.When she arrived admissions confirmed that everything was good for a 30-day stay according to our insurance. On Thursday, August 3, I received a hysterical call from her in the morning. She said that they had called her into the office and told her she would have to leave because insurance had denied her prior authorization. I received the denial of prior authorization from my insurance company. I read it carefully. I saw that it was confirmed that this had been the only request, and it had been submitted on Tuesday, August 1. There was never a request for service that would have been filed before my daughter was accepted to The Ranch. The paperwork also said that the request received was for 14 days, not 30 as my daughter was told twice. So, even if it had been approved, she wouldnt have had a 30-day stay unless an additional request was made and approved. I also saw that the request gave four criteria that would have qualified her for residential care. It said one of those needed to be met. She met three of the four. Whoever submitted the request didnt represent her needs accurately, or she would have met the requirements.

    Business Response

    Date: 01/19/2024

    This has already been refunded through a credit card dispute. Please reference supporting documents.

     

    Customer Answer

    Date: 01/19/2024

    [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. 



    Regards,



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


  • Initial Complaint

    Date:10/22/2022

    Type:Billing Issues
    Status:
    Resolved
    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 husband ********* *********** spent 8 days at this behavioral health facility last year. He was told that he would be able to stay until his insurance stopped paying. His insurance stopped paying after day 6 but he wasn't told until day 8. He was not allowed any contact during his stay at this facility so he had no idea that his insurance stopped paying and that he had to leave until The Ranch told him. He could not afford to stay and pay out of pocket so he checked out that day he was told. We are now getting a bill from ******** Behavioral Health as a statement on his account that he owes over $1652. It was more but I paid some since I don't want it to go to collections. It states on the bill that I can call an account Rep named ****. I have called and left several messages and have heard nothing back. We should not owe any money since he left as soon as he was told to. I want these charges taken off since its not his fault he was there after the insurance stopped paying. Please help.

    Customer Answer

    Date: 01/11/2023

    I apologize I did not see your message from 12/12/22. I wanted to follow up with you. I have not yet heard anything from the business.

    Business Response

    Date: 01/19/2024

    Patient did not actually have a debt with ***. Left message on 01/12/24 to let patient know no balance due. Please reference supporting documents of patient account.

     

    Please let me know if additional details are necessary.

    Customer Answer

    Date: 01/19/2024

    I am happy with this outcome. I just wanted to make sure there was no balance due. Thank you. 

The Ranch Pennsylvania - A Promises Behavioral Health Company is NOT a BBB Accredited Business.

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