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:06/20/2024

  Type:Service or Repair 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.

  Upon entry, my husband was deprived of medication for four days, that he needs to take consistently. He was also deprived of medication, his entire stay, that he needed for a physical issue for which he was hospitalized. When this was addressed with the business, they were manipulating the conversation to make it seem like my husband was an unreliable witness to his own treatment. They also are not giving us access to his medical records to prove this. Absolutely no one at new roads has been concerned about this information, only my husbands personal therapist and psychiatrist. It is so extremely dangerous to withhold medication that is needed, confirmed by his personal medical team. On top of all of this, they refuse to finish the paperwork they were set out to do with his short term disability. Their excuse is that hes no longer a patient there. It was extremely unsafe for him to be there with the medication issue, and this paperwork was able to be completed in one day by his new facility. To account for the week he was there, they needed to finish the necessary paperwork. If by their logic that hes no longer a patient there, they shouldnt have to do something that already should have been done then our insurance that they billed shouldnt pay them out because hes no longer a patient there.

  Business Response

  Date: 06/24/2024

  Thank you for taking the time to provide feedback. We take all feedback seriously as it helps us improve our services. Due to patient confidentiality laws (HIPAA) we are unable to discuss specific details regarding any patient's treatment or records in a public forum. However, we assure you that patient care is our highest priority, we follow strict protocols to ensure that all medications are administered as prescribed. If a former patient requires paper work indicating their current mental health status, we are ethically unable to provide this information unless they are currently under our direct care. We appreciate your understanding in this matter.  All medical records are the property of current and past patients. If a patient would like access to their personal records, they can call ************ Monday through Friday 9 AM-5 PM. We do not release medical records to anyone other than the patient unless we receive a subpoena duces tecum. 

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair 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.

  5/28 I checked into New Roads Behavioral health in *****. I knew once I got there that it was not an appropriate fit for me. The other patients seemed to have more intense issues then I did and I felt out of place. I felt upset that I was never asked questions over the phone to see if I was a right fit I was promised all these wonderful things about the program they ran which were not true. I didnt do an intake or an assessment upon arrival or sign any forms on that Monday or the next day. They have a Privilege system that you can level up or level down but that is based by a vote by your peers. I wasnt allowed to do anything. They did not give me my medications as prescribed or give me Tylenol per request. I never saw a therapist. The staff treated patients very condescendingly and rude and seemed very put out when anyone asked for anything. I decided to leave and they would not let me call for a ride. They threatened not to give me my wallet or my meds from home back. They eventually were returned they had lied about not having access to them. Then on the way out they threatened me saying that I would not get my 6000$ back, another program would not take me because I left AMA, and I was choosing not to get well. They didnt try to resolve or deescalate anything and I wasnt assessed upon leaving either. I went in for suicidal idealation and on the way out they said are you suicidal and I said no and they literally kicked me to the curb. I have tried to contact their HR and financial ***** I have left emails and messages but they are refusing to respond. I dont think they should have the right to charge me 6000$ for what was supposed to be a 45 day program when I was only there for ***************************************************************************************************************** talk about my issues. I have filed a complaint against them with the state but I just want my money back.

  Business Response

  Date: 06/22/2023

  We reached out to ****** at the beginning of the week to arrange a refund. We are currently
  working with her to process this despite her signing a contract agreeing to our refund policy.
  We attempt to be reasonable regarding refunds even with this contract in place. We always are
  saddened to hear that a client was not satisfied with their experience at New Roads. That said,
  there are multiple allegations in this complaint that we do not agree with. The chart clearly
  reflects that ****** met with multiple clinical staff. It is true her therapist did not have a
  chance to meet with her because she was there only a few days and admitted on a holiday.
  Most clients report the staff conduct themselves in a caring way. New Roads staff members are
  highly trained in working with suicidal clients and know when and how to engage with suicidal
  clients. We were given little time to respond to ******* request for a refund prior to her filing
  this complaint. All of this said, we hope ****** is able to find the help she needs. We are
  committed to resolving her concerns.

  Customer Answer

  Date: 06/22/2023

   
  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,
  
  *******************************