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:09/23/2024

  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 found a charge on my credit card on 19Sep2024 for $36 which is what the usual co-pay was when my son was going to counseling. He has not had to go to counseling for about a year now so I called the company to find out what this charge was for. They told me it was for a session he attended back in February 2023. This is about a year and a half later that they are charging me the co-pay for; therefore, I think they conduct poor accounting practices. I was following the payments on a regular basis and typically the payments would occur on the same day of his appointment. I would like the company to return the $36 back to me. It is a poor practice to charge the customer a co-pay a year and a half after the appointment occurred. They did not call to let me know they were going to make the charge or send a receipt. It just popped up on my card while I was reviewing my recent charges.

  Business Response

  Date: 10/01/2024

  Re: Complaint ID #******** 
  To Whom It May Concern: 
  This letter is in response to Ms. ******* ****** customer experience with our ********************** as outlined in Complaint ID ******** dated September 24th, 2024. 
  San Antonio Counseling and Behavioral Center is a client centered organization whose team members strive for excellence in everything they do, are highly professional, team players and above all are kind and authentic. It is disappointing to hear we fell below the bar in this customers experience and offer our apologies to Ms. ****** as our team works diligently to make things right. 
  Upon reviewing Ms. ******* account, there was indeed a balance owed for services rendered on 2/24/23. On 12/26/2022 the customer, ******* *******?signed and acknowledged the companys payment authorization form indicating the card on file may be used for any outstanding balances, including late cancellation and no-show fees, without additional authorization. We are open to working with Ms. ******* if she prefers to make payment for the services rendered with another card, and our team can then refund the current card charged. 
  Thank you for bringing this to my attention and allowing our business an opportunity to address this patients concerns. We look forward to assisting Ms. ****** further upon her availability. 

  Customer Answer

  Date: 10/01/2024

  Complaint: 22324815
  
  I am rejecting this response because: thr company has poor accounting practices and I will not conduct business with this company ever again. The charge should have occurred a year and a half ago and not far in the future. I was following the payments as sessions happened and I am sure the payment was processed a year and a half ago. Bank statements usually don't go back 2 years to review charges to show proof. Never coming back.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 10/31/2024

  Please see the attached response

  Customer Answer

  Date: 11/08/2024

  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:08/15/2023

  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.

  My kids had been seeing therapists with this facility for a few years. They opened different locations and spread out the therapists. We were lucky that the therapists that 3 of my kids saw went to a location closer to us. However, on August 3, 2023, when I dropped off my oldest son for his appointment, he called me and said that the therapist had moved locations. I had no notification of this. I emailed the therapist and told her that because of this, my other 2 would not be able to make their appointments later that day. It was too far to travel (***** miles further than the prior location). I received notification from my Flexible Spending Card that an additional charge went through. They charged me a no show fee. I called the facility and explained that I had no communication that the therapist was changing locations and now I was stuck without a therapist for 3 of my kids, of which 2 of them needed desperately. I was told they would look into it and call me back. They called me back a few days later, stating that the therapist had told my son and his father. His father had been in the hospital from April 13th - June 3rd and just was able to drive again on August 7th, so that was impossible. The only contact information on file, is my phone number, my email address and my home address. So I knew this not to accurate. They also said they would assist in finding therapists for my kids to see at the location they were being seen at. As of today, they still have not corrected the fee or contacted me about therapists. Meanwhile, my 2 kids that suffer my major depression are without a therapist.

  Business Response

  Date: 08/17/2023

  This letter is in response to ************************************* customer experience with our facility as outlined in Complaint ID ******** dated August 15th, 2023.

  
  San Antonio Counseling and Behavioral Center is a client centered organization whose team members strive for excellence in everything they do, are highly professional, team players and above all are kind and authentic. It is disappointing to hear we fell below the bar in this customers experience and offer our apologies to ************************ as our team works diligently to make things right.
  Upon review of the incident, we found there was miscommunication between the customer and notification regarding their clinicians new location prior to their scheduled appointment. I understand the impact this caused for ************************ and her children. As an act of good faith, the charge for the no show fee was reversed with consideration to the patients efforts to attend session and would have if they had been provided the appropriate address.

  
  Our office has made multiple attempts to contact ************************ on the daytime phone listed in the contact information provided by the BBB, to coordinate a continuity of care plan for ongoing services at her preferred location, as well as inform of the previous charge being refunded to her account. Voicemails have been left to contact us in order provide her with the available options. ************************ may contact our office and speak with our Practice Manager, ***************************** at her earlier convenience.
  Thank you for bringing this to my attention and allowing our business an opportunity to address these concerns. We look forward to assisting ************************ further upon her availability.
  

  **************************************************
  Chief Executive Officer 
  San Antonio Counseling and Behavioral Center
  
  CC: ***********************, MA
  Chief Operating Officer