Complaints

This profile includes complaints for Nova Recovery Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nova Recovery Center

  10100 Fm 967 Buda, TX 78610-3473

• 

  Nova Recovery Center

  601 Old Oaks Ranch Rd. Wimberley, TX 78676

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:08/30/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Nova recovery has repeatedly charged my account without my permission even though I pay their program fee on time every month. I'm in recovery I pay my bills I do what I'm supposed to do but they take advantage of people in sober living and it's really sad how they treat their clients. They will not notify you by text or phone call they will just charge your account whenever they choose to not when the actual due date occurs. These people are scammers and they need to be stopped.

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  **** charged my account without my knowledge. I did not receive a call, text, email, left a voicemail, or did I sign an acknowledgment form with the amount I was being charged. I looked at my account on 4/17/2024 and saw two charges for ****** and one for ******. In two of the forms I've previously signed are attached, it clearly shows when the document expires. In both documents, it shows how much, when and for what **** is charging me for. When I called Nova to discuss, the woman said she would do some research. Their final decision came down to the original admissions form I signed August of 2022 (which is not an admissions letter form) stating I was paying $287.50 of the first months rent at Rustic. There is also a box checked stating: Sober Living Cost: As agreed upon with the admissions team. In addition, this card shall be used for any and all outstanding program fees during the sober living program. Which I didn't notice. I signed the Credit Card Authorization Form as I knew what it was for. Months later in April of 2023, to help my son out again, I paid Nova $400. Once again, they sent me another authorization form showing me how much. In the email, it also says "Eudaimonia Recovery Homes Credit Card Authorization for Expires :2022/09/06. While speaking to the gentlemen over the phone I specifically told him "I am only paying for this charge and nothing any further. He noted it "This card is not to be charged any further cost" circled in attached. Now, it is April 2024, (ten months since my son has left the premises) and they charged my card ****** without sending me an authorization form saying what I was being charged for. They took the money from account with me knowing ANYTHING. While speaking with the billing department, she noted the expiration dates on the emails, said "I checked the box" (which this is how the form came to me) and said their decision was be based on the "original letter" and not the most recent one where I stated and signed "This card is not to be charged any further cost." If it didn't, matter then why did I get more than one email to sign giving them authorization to pull money from my account? It has been a couple of days and I do not know why they charged me. I have no knowledge of what the money went to. I do not have an invoice for the charges. I did not get an email for me to sign authorizing the charges like I did in the past. I have absolutely no idea why they pulled money from account. No authorization was sent to my email for me to sign. They literally just took my money. This is absolutely wrong. I should have received something saying they we're charging me.. They should have given me a courtesy call telling me what was going on, giving me options. Or given me another authorization form to sign versus something I signed in 2022 which has clearly expired based on the email. I want my money back. This needs to be resolved with my son and not me. He lived there, not me. When I told billing my son could pay them in May because he has $1100 of dental work happening next week, she said, "when your son pays us, you'll get your money back."

• Initial Complaint

  Date:10/26/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 made the decision to go to *************** on 10/02/2022. I spoke with someone in admissions and after providing my insurance information I was assured that the program was in network and would be covered 100%. I was recently sent a bill from my insurance for **** dollars explaining that *************** was out of service. This makes no sense because again I checked and double checked to make sure that the services were covered.I stayed in detox for 6 days(completion) and during my stay I met some wonderful people. Unfortunately, not everyone was great. I was one of the few women in this detox house, also shared by majority men - both employees and clients, and I felt unprotected and very unsafe. I witnessed a female client, my roommate, express concerns about a male employee being aggressive with her. The response floored me. The female employee proceeded to explain that the male employee is her boss and that he can do whatever he likes. From that moment on I felt very uncomfortable being in this house knowing that this is the standard. I spoke to someone (an employee) about this incident while in the house and nothing came of it.I had planned to attend a ********************************************************************************************************** charge. I requested to speak with a counselor and this request was ignored. When granted permission to use the telephone I requested to speak with admissions (which I'd been assured that this was a right) and the employee overseeing my phone call denied my request. I took all the necessary steps and followed all of the rules that were in place. She screamed and caused a scene while I spoke with my family. This is the same employee that made the comments the day before. Eventually I was able to speak with a counselor and she was great. She listened and understood where I was coming from. No one should ever be made to feel unsafe and unprotected by the people they are paying to oversee there recovery.