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:07/14/2022

  Type:Product 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 only stayed at this recovery center less than 12 hours before I was released. The staff was unfriendly and the services were not at all what I was told they were to be. I asked about a refund of $4100. I was told to contact the financial office. Which I did the next day and was told that they would review my payment. I never received a phone call back so I had to call back again. I was told by **** in the financial office and I would receive a refund and I should get a check within a couple of weeks. I never received a phone call so my mother had to call them and they told her the same thing that they would send out a check and we would receive it soon. Again I called after never receiving the check for $4100 which is a refund for myself not staying there. I was again told that the check was in the mail but you never was. My mother called several times talk to the CFO ******* ****** who had said that the refund was mailed out on July 4 ? A holiday which we questioned him. He said he did not control the mail and was very rude. I was told by ******* ****** that I would receive the check on two different occasions and that he would call me back in which he never called me. This all happened in the span from May to July 2022. I’ve called several times as well as my mother has to never have gotten a call back. When I was told on more than one occasion that a check of $4100 would be mailed out to me. I have never received a check nor a callback from ******* ****** who is the CFO of the company. I believe that this company is not honest and will be filing a civil suit against them

  

  Business Response

  Date: 07/29/2022

  Complaint ID: ********Thank you for connecting with us regarding the named
  complaint. We are in receipt of the complaint and regret the perceived negative
  treatment experience at Mount Regis Center. Our goal is to provide information,
  support, and assistance to anyone who reaches out to our facility for help.
  Mount Regis Center has 75 years of experience as a leading provider of
  substance abuse treatment services assisting individuals and their families
  struggling with the disease of addiction.An extensive review of the complainants’ billing account
  was conducted, and a refund check was sent via ***** on July 26, 2022.  The amount was a full refund of $4,100.00 due
  to same day discharge.  During the initial
  call on Friday, July 1st with the complainant, the new facility CFO verbally
  apologized for the delayed communication due to a transition change with the financial
  department.  The CFO made accommodations
  to speak to the complainant on Sunday, July 3, 2022, advising refund had been
  approved and sent for processing.  CFO
  advised due to the holiday on Monday, July 4, 2022, it would likely take seven
  to ten business days with an opportunity for it to be longer due to the
  holiday.  CFO advised complainant to call
  directly if payment was not received.  The CFO did not receive a return call, but instead received the named
  Better Business Bureau complaint on July 14, 2022.  After further investigation, the delayed
  payment was due to additional staff being onboarded into the new financial
  department. While the complainants’ assertion that Mount Regis Center
  is dishonest, we find the written complaint to be out of context, and the
  refund request was issued as appropriate.  Should the complainant have any additional questions or
  require further assistance, please ask them to contact our facility directly at
  ************. Thank you.