Important information
- Customer Complaint:The business indicated they would like to speak with consumers before complaints are filed with BBB. This company recommends consumers contact the AAC Integrity Line at 855-355-2079 or email [email protected] to resolve any concerns. It is not a requirement to contact a business prior to filing a complaint with BBB.
Due to the volume of complaints filed against this business, BBB only publishes the details for 60% of the total complaints filed.
Complaints
This profile includes complaints for American Addiction Centers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/10/2025
Type: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.
During my recent stay at ****************************, I entrusted the facility with my personal belongings, which included a wallet valued at $120. During intake the *** **** was going through my belongings, while handling my TruVirte wallet she pressed the spring mechanism hard in the wrong direction breaking it and rendering the wallet completely useless. This trapped my Driver License and Debit Card inside the metal part of the wallet. This was not normal wear and tear it was damaged due to negligence while in the facilitys care.I followed proper protocol by filing a formal grievance form with the staff. Additionally, I made six separate phone calls to the facility in an attempt to resolve the issue. Despite these efforts, I have not received a single response or acknowledgment from Desert Hope.This lack of accountability and customer service is completely unacceptable, especially for an organization that serves vulnerable individuals seeking help and support. It reflects a broader issue of poor communication and disregard for clients' personal property.I am requesting the following resolution:Reimbursement of $120 for the destroyed wallet.A formal response from Desert Hope regarding the mishandling of my property.Confirmation that appropriate steps are being taken to improve their process for safeguarding and returning patient belongings.I hope that with the BBBs involvement, this matter will be taken seriously and properly resolved.Sincerely,***** ******* ***** ************ ******************* Dates of Stay at ****************************, 3/14/2025 - 3/19/2025Customer Answer
Date: 04/17/2025
HERE IS THE COMPLETED FORM
Business Response
Date: 05/20/2025
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Initial Complaint
Date:04/07/2025
Type: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 never received a bill for my self-paid stay at ********** in **. I left the facility March 4th. We have contacted AAC/********** several times and all calls just get transferred then go to voice messaging. Never a returned call. from those messages. Requests to speak to a manager get refused. On March 27th we did get through to ******* ******** in ** and were promised a follow up. Again nothing. We have sent her a reminder email as of April 2nd but still nothing. I need a bill to submit to my insurance for reimbursement. Thanks.Customer Answer
Date: 05/05/2025
Attached is the document you are requesting. I also added the one from April. Please let me know if you need anything else.Business Response
Date: 05/16/2025
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Customer Answer
Date: 05/20/2025
Complaint: 23170755
I am rejecting this response because: I have not heard anything form AAC
Sincerely,
******* *****Business Response
Date: 05/23/2025
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Customer Answer
Date: 05/25/2025
Complaint: 23170755
I am rejecting this response because: I have not received anything from AAC
Sincerely,
******* *****Business Response
Date: 06/10/2025
Good morning, a response was sent on May 22, 2025 to ******* *****.
Initial Complaint
Date:02/26/2025
Type: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 had a brief stay at ***************. I paid $6,000 cash as my health insurance had been disrupted with the understanding they would bill my insurance and refund me once my insurance was active. I have contacted the billing department several times. They do not return phone calls or respond to emails. When they did respond after I contacted the Facility Executive Director, the billing department told me everything had been submitted to the insurance ***** When I contacted my insurance company they had not yet received a bill. I followed up with the billing **** and they told me to contact the Director or Revenue Cycle. When I contact that person they told me I needed to contact the billing ***** I followed up with both of them to let them know they were sending me in circles. I received no response. At best this demonstrates complete incompetence and likely they don't care. My request is very simple. Bill my insurance and refund the difference.Initial Complaint
Date:01/31/2025
Type: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 12/31/21, I paid $3,395 for my son to ************ **************** for my son to be taken for alcohol detox with the plan for him to stay 3.5 days. I was informed that once his insurance referral was received and insurance payment received, I would be reimbursed for my upfront payment. The treatment center only kept him for 1.5 days because they gave my son ****** which made him "act crazy" so they transported him to the ** on Sunday, Jan 2. He never returned to the treatment center after that. My son, ****** ******** 8/18/91, left the ** on Monday and returned to his sober living house but his Blue California insurance was billed for 6 full days. It was found that my son had not met his deductible yet so the treatment amount due to ************ would be $1,082.00. I contacted the Laguna Beach billing office several times but still have not received a call back or received the difference in the money due to me. My son received copies of the provider referral as well as the *** provided by *************** which were both emailed to ****** at Laguna billing department. I would just like to receive the money back owed to me.Business Response
Date: 02/26/2025
Due to federal privacy laws, American Addiction Centers cannot respond to the consumer complaint on a public forum. American Addiction Centers will contact the consumer directly in attempt to resolve the concern.Customer Answer
Date: 02/27/2025
If I accept this response, do you followup to ensure they will contact me? I have called several times, written letter to CEO, etc. without response from anyone there. They take my name and phone number but nobody has ever called me back. They have never tried to contact me so how can I trust they will at this time? ************ is fraudulent.Customer Answer
Date: 03/03/2025
f I accept this response, do you followup to ensure they will contact me? I have called several times, written letter to CEO, etc. without response from anyone there. They take my name and phone number but nobody has ever called me back. They have never tried to contact me so how can I trust they will at this time? ************ is fraudulent. kiCustomer Answer
Date: 03/27/2025
I have not received any contact from Laguna Treatment Center. My goal is to alert you to their fraudulent business practices with charging patients unfairly and not returning funds after insurance company has been paid and to try to get my money back. My son was charged for 6 days there and was only there 1.5 days. I paid in advance and they have refused to refund the difference in the money owed. They have never tried to call me back although I tried on several occasions to call and left multiple messages and even wrote a letter to the CEO of the company with no response.
What do you suggest I do next? If they aren't contacting you back what is your next step?
Thank you.
Business Response
Date: 05/13/2025
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the ********** why here...Business Response
Date: 05/13/2025
Good afternoon,
This complaint has been handled as of March 2025. AAC was blocked from receiving complaints that has now been corrected.
******
Customer Answer
Date: 05/20/2025
Complaint: 22759868
I am rejecting this response because: AAC has never contacted me directly. What does this message they sent even mean? Are you going to let them get away with stealing people's money? I would really appreciate followup on this and a phone call. ************
Sincerely,
******** ********Business Response
Date: 05/23/2025
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Customer Answer
Date: 05/23/2025
Complaint: 22759868
I am rejecting this response because:
Sincerely,
******** ********Business Response
Date: 05/30/2025
Good afternoon,
AAC's corporate billing office has attempted to make contact with ******** ******** at ************ twice on 5/23/2025, once on 5/28/2025, and again on 5/29/2025 by leaving a voicemail. There has been no response.
Not sure what the next steps should be going forward.
******
Initial Complaint
Date:11/26/2024
Type: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 was researching ways to help a friend with addictions. Somehow, they got my information and 5 different people have contacted me via phone, email, and text. They are spoofing numbers to appear as if they are from my hometown. They do not stop when asked. The company is a danger to those seeking assistanceBusiness Response
Date: 11/27/2024
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Customer Answer
Date: 12/03/2024
Complaint: 22607341
I am rejecting this response because:I received another call from this company from a fake phone number on December 3rd, 2024. They promised to stop contacting me but have failed to do so
Sincerely,
**** *******Business Response
Date: 01/06/2025
.Good afternoon,
Not replying to the follow up complaint was an oversight. At the time of the first complaint *** reached out to the consumer and removed all information as phone numbers and email addresses.
The follow up complaint AAC reached out to the consumer again to discuss the phone systems were reviewed again and there was no contact from *** to the consumer since 11/26/204.
Please let me know if you need anything further.
****** ******Business Response
Date: 01/06/2025
Good afternoon,
Not replying to the follow up complaint was an oversight. At the time of the first complaint *** reached out to the consumer and removed all information as phone numbers and email addresses.
The follow up complaint AAC reached out to the consumer again to discuss the phone systems were reviewed again and there was no contact from *** to the consumer since 11/26/204.
Please let me know if you need anything further.
****** ******Business Response
Date: 01/06/2025
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Customer Answer
Date: 01/08/2025
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.
Sincerely,
**** *******Initial Complaint
Date:10/16/2024
Type: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.
River oaks rehab. Stole $500 from me on 05/07/2024Business Response
Date: 10/17/2024
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Initial Complaint
Date:10/01/2024
Type: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.
My son was staying at resolutions for the intensive outpatient program. He was there for 30 days. This is a drug addiction program. He was on outpatient and he came back and tested positive for drugs. They had told him that he needs to either go seek treatment at the inpatient desert, Hope, and if he did that he would be able to come back or he would be discharged if he did not. he chose to go for inpatient at *********** the main campus and when he was done with that, they told him that he would not be able to go back and stay at ******. Hope resolutions even though they had told him initially he would be able to go back I inquired as there were many many people living there that positive and they were able to stay. they did not get kicked out. They are singling out my son for some reason they told me that they kick everybody out that test positive and this is not true. I would like someone to investigate this because , they are somehow discriminating against my son and I don't know how they are choosing who stays and who doesn't, but it is not fair. I tried to resolve this and was not able to. I would like someone to investigate this because they are picking and choosing on who stays and who goes and this is illegal .Business Response
Date: 10/03/2024
Due to federal privacy laws, AAC cannot respond to the consumer complaint on a public forum. AAC will contact the consumer directly in attempt to resolve the concern.hy here...Customer Answer
Date: 10/10/2024
Hello- I have not received satisfactory resolution from the business. How do I proceed from here.
Thank you,
Katherine Hernandez
(725) 324-5970
Broker # 01893720Customer Answer
Date: 10/20/2024
How is this closed?? I did respond and say they did not resolve to my Satisfaction. Please review and reopen the case I responded in the time needed this should not be closed!Business Response
Date: 10/24/2024
Due to federal privacy laws, *** cannot respond to the consumer complaint on a public forum. *** will contact the consumer directly in attempt to resolve the concern.Initial Complaint
Date:09/04/2024
Type: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.
HACLA WORKER DISCRIMINATION TOWARDS CLIENT *** RIGHTS & other factorsMANY VIOLATIONS INCLUDING DEATHE OF EMOTIONAL SUPPORT ANIMAL AND ME ALMOST DYING DUE TO BACTERIA AND FILTHY I have also been BEATEN & House Butglarized twice *************** I AM A SINGLE FEMALE WHO LIVES ALONE NO HELP AT ALLBusiness Response
Date: 09/04/2024
Due to federal privacy laws, AAC cannot respond to the consumer complaint on a public forum. AAC will contact the consumer directly in attempt to resolve the concern.Initial Complaint
Date:08/15/2024
Type: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.
1st date of treatment: Oct. 2022 Dispute Date: 08/15/2024This business will not send us a monthly bill. we have to set a monthly reminder to pay them. We have no idea what our account balance is because they won't send us a bill. They have turned over our account to a collection agency twice when we faithfully pay our bill every month. I just called again to get our account balance. I was told it is zero when I know I still owe a little over $3,000. That tells me ** probably going to get another notice that Ive been turned over to a collection agency. I can and do regularly make payments. I just want a bill/invoice. I went to the facility for help with addiction and have beat it. The treatment they give afterwards makes me have the same anxiety and feelings I had with my addiction. Please make these people send out invoices/bills to their former patients. It seems they would rather turn them over to the credit bureau and make their life worse. For the stress and anxiety they have caused me, they can make my account balance zero. I would like a letter of apology from them.Business Response
Date: 08/16/2024
Due to federal privacy laws, AAC cannot respond to the consumer complaint on a public forum. AAC will contact the consumer directly in attempt to resolve the concern.Initial Complaint
Date:05/22/2024
Type: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 received a bill from American Addiction Centers addressed to my name and my address, however, was never seen by this facility. I have spoken to the billing office and they will not provide any information or provide anything in writing stating they are investigating this situation. I spoke to the local facility and this was a different ******************************* (it seems), a different address, phone number, and birthdate, and somehow I have received this bill. I am concerned my identity is being used, and if not, I would like to know how I was billed at all for services I never used and to my home address from this organization. I need in writing that there is no balance and I would like all my information removed from their system. I have contacted 5x and received no supervisor call back, no action from their end and no timeline.Business Response
Date: 05/23/2024
Due to Federal privacy laws, AAC cannot respond to this consumer complaint here in the public forum. AAC will contact the consumer directly in an attempt to resolve this concern.
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