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:02/16/2023

  Type:Product 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 scheduled an appointment for my daughter to discuss getting her tested for ADHD. When I originally called we had **************** but my employer switched to United Healthcare for the new year 2023. We waited for over 6 months for the appointment. I filled out the new patient paperwork a week before the appointment and indicated that I had United Healthcare. Anyway, the office automatically charged me $250, but when I did not see an insurance claim on my *** login, I called the office. They told me that "they forgot" to tell me that they don't accept my insurance. I would request a refund as I cannot continue to see a doctor that is not in network for me and they basically scammed my money from me. They accepted responsibility that they should have called me to inform me, but they told me they forgot and all they can do is apologize. An apology is not good enough and I am requesting a refund of my $250.

  Business Response

  Date: 03/03/2023

  Mrs. ***** child was seen in our office on 2/6/23, when we did her intake she had Cigna insurance.  We send all our patients paperwork to fill out and they are asked  to call their insurance to verify their insurance for the first visit. If she had called her insurance she would have known we were out of network with her insurance .   When we received pts paperwork it did have insurance that we are not in network with.  There was an error on our part, that we did not contact the patient to give this information to that we were out of network.  Patient called and spoke to me about the charge.  I apologized to Mrs. *** about the error, and told her that she received services and I was very sorry we could not do a refund.  The clinician that saw Mrs. *** child agreed to refund half of the charge.  She has been issued a refund for $125.00 and will be sent out by the end of the week.  Please let me know if you have any if you need any additional information.   Thank you for contacting us.   
  
  Claudia 
  
  
  
  
  *************************
  Office Manager

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution contingent upon receiving the refund.  I do have additional comments however.  

  I believe this healthcare provider needs to act in better faith.  They are also no longer accepting *************** which is being phased out within a month.  It is poor practice to allow a new patient appointment for psychiatric needs of a child when ongoing, long-term support will not be covered.  I should have received a call about my insurance regardless.

  
  Sincerely,
  
  *************************

  4105 **************

  *******, ** 38122