Complaints

This profile includes complaints for Better Balance Psychiatry PLLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Better Balance Psychiatry PLLC has 2 locations, listed below.

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  Better Balance Psychiatry PLLC

  120 E Saint George Blvd Ste 201 St George, UT 84770-4040

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  Better Balance Psychiatry PLLC

  4043 Riverdale Rd Ste 1015 Ogden, UT 84405-1717

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:09/06/2023

  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.

  I was charged $50 for an appointment that we did not need and did not show up to. They claim they texted an appointment reminder but we never received it.
  But they went ahead and charged me anyway without trying to get a confirmation from me regarding the appointment. I was not aware I would be charged for this and would like a refund.
  They did not try and call to confirm or email. I called and talked to the billing department and was told I would receive a call back the next day regarding their decision about the refund but never received a call back.
  I waited 6 days and nothing. I finally called them back during normal business hours and had to leave a message because the lady had supposedly left for the day.

  Business Response

  Date: 09/06/2023

  Thank you for the inquiry and information regarding this complaint. I am the business owner and am familiar with this situation as it was explained to me in detail by my office manager who handled it. This individual had a family member see us for services and the responsible party signed the attached policy which clearly explains our No Show policy. They had a follow up appointment scheduled and received a text message reminding them of their appointment. They did not show up or cancel and were appropriately charged the no-show fee. They state the number we sent them the reminder to was no longer used but they never reached out to us to update that information so we had no way of knowing any different number. When they spoke with my office manager about a claim at having called to cancel the appointment in a timely manner no record could be found, and the interaction was hostile and rude toward our office manager. Our phones automatically record every call in and out by time of day as well the actual conversation had, messages left, and any time anyone calls in or out even while the phone is ringing, and there was no record for any phone number on file or the phone number used to call us and our office manager. We are reasonable here but I do not allow yelling or belittling of my staff, and despite the actions of the person complaining we did our due diligence in searching for any possible record of them calling in to cancel and could find none. I still maintain that if they can provide a phone number used to call and make the cancellation and a message left having done so I will happily and without malice refund the $50 fee. However, all phone records with the phone numbers we have on file and were given us with the 24 hour time period leading up to the appointment were checked to ensure no mistake was made and we still could not find any message relating to the persons attempt at cancelling.

  I sincerely apologize for the situation, but a signed agreement was made before treatments began and a future appointment was made without a proper cancellation so an appropriate no-show fee was applied and charged, as per the attached policy. I'm only attaching the pertinent part of the policy which discusses the no-show fee and not the part about the credit card requirement to be held on file for situations exactly like this, as a safety net. No shows take up time from the doctor or PA, and especially from others who could or would have taken that appointment slot, in addition to this also being a place of business and that must also be considered. I again apologize for the grievance, I truly do, but our policy stands as is and I respectfully request that in the future no yelling, cursing, or belittling of our staff occur during any interaction with our staff.

  Customer Answer

  Date: 09/06/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  If you sent a text reminder, you should allow for the customer to reply. If no reply is given, then you should reach out via other methods to make sure the appointment is still on. 

  No effort was made to call me back after this person in billing repeatedly said they would call me the next day. 

  I will not be using your business and will never refer anyone to your business in the future. I will also write up a nice google review as well. 

  You could avoid that with a refund. 
  
  
  
  Sincerely,
  
  
  
  ***** **********