Complaints

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• Initial Complaint

  Date:04/16/2025

  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 started doing counseling sessions last year over the summer (June/July 2024) and made enough progress to stop my sessions in October 2024. It is now April of 2025 and I continue to receive copay charges to my credit card (even though I removed my credit card information from the system upon completion of sessions). Is this even legal?? Why is my credit card information still in the system if I removed it?? My credit card received another (pending) charge for $30 as of Thursday, April 10th 2025. This is not the first time it has happened to me since ending services in October and it has happened and continues to happen to other customers to this day. ******************** Care claims that I never paid for my final session on October 4th of 2024 when I clearly have the receipt showing that I paid for it (THE SAME DAY) and they've been sending me bills multiple times ever since. Receipt is attached to prove I paid. They need to be investigated, they are doing this to so many other patients/customers. I got charged again on October 28th for $30, again on November 16, 2024 for $30, and now the pending charge in April 2025.

  Business Response

  Date: 05/07/2025

  Client was actually seen two additional times after her final session that she claims was October 4th 2024.  She was seen on 10/14/2024 and 10/28/2024 in which both days she was responsible for a $30.00 copay which would have totaled $60.00.  She did not pay her copay on 10/14/24 at the time of service.  The copay that was owed for 10/28/24 she did pay at the time of service which would have left a copay still owed of $30.00 from date of service 10/14/2024 which was then paid on 11/16/2024.  Client then receive several statements for a $30.00 balance for a crisis session that she had on the same day as a normal session in which she had paid her copay for the regular session for and insurance charged her an additional copay for of $30.00 in which we have waived since she had paid it for that day.  So patient is not owed any money since we waived the last $30 copay when she was in crisis and she owed the other two copays which from not paying at time of service when owed which would have been the total of $90.00 minus the $30.00 waived which left a $60.00 balance which she has paid and her account has been paid in full.

  Customer Answer

  Date: 05/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23186647
  
  I am rejecting this response because:
  
  

  I never had any "crisis sessions," they just made that up. All of my sessions were regular appointments. I paid every bill that was necessary so any bill I've received after 2024 is unnecessary. They also forgot to mention that they used my credit card after I removed access to it in their system. That is illegal. My counselor oftentimes told me that their scheduling system was a mess and they were always messing up and scheduling incorrect appointments. They need to get better organized and do better. As I mentioned before, I'm not the only customer complaining about the same exact thing. I have other ****** Review's attached that mention the same issues and billing malfunctions that I've experienced. This company needs to be investigated, at the very least. They know what they are doing is unprofessional and causing more stress for patients which makes no sense for a company that is claiming to help treat mental health issues. 

  
  Regards,
  
  ******* *****