Complaints

This profile includes complaints for L.E.A.P.S. and Beyond, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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L.E.A.P.S. and Beyond, Inc. has 5 locations, listed below.

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• 

  L.E.A.P.S. and Beyond, Inc.

  1720 N. Hamilton St. Spokane, WA 99207

  
• 

  L.E.A.P.S. and Beyond, Inc.

  400 Union Ave SE Ste 200 Olympia, WA 98501-2060

  
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  L.E.A.P.S. and Beyond, Inc.

  111 E Central Ave Spokane, WA 99208-1108

  
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  L.E.A.P.S. and Beyond, Inc.

  1720 N Hamilton St Spokane, WA 99207

  
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  L.E.A.P.S. and Beyond, Inc.

  1730 Pottery Ave Ste 100A S Park Vlg, WA 98366-2565

  

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:03/21/2023

  Type:Billing 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.

  ** 2021-2022, my son received 2-3 times weekly ABA treatment through Leaps and Beyond in *******, **. These fees were first billed to my primary insurance (Tricare), and then to my secondary insurance (******). For each, ****** sent a check for my co-pays to Leaps and Beyond. Not realizing this was being done, I paid my cost share of around $500 to Leaps and Beyond. I then received statements from ****** stating they had sent checks for each treatment period, thereby creating an overpayment from me to Leaps and Beyond. I called Leaps and Beyond in March 2022, and they said they never received the checks due to the incorrect ******* address on their website. I then called ******, who verified that they sent the checks. I had a 3 way call between ****** and Leaps and Beyond. When I left the call, ****** and Leaps and Beyond were going through each service date so that ****** could re-issue the checks. I believe that call happened in March 2022. Since then, I have made multiple phone calls (*****) to Leaps and Beyond asking them to call me back to discuss my overpayment. Each time, I am directed to voicemail and I have yet to receive a reimbursement, reply, call back, or any communication from Leaps and Beyond to attempt to remedy the situation.This issue has been ongoing for more than a year. Services were rendered under beneficiary name: ******************************, patient name: *************************. Failure to reimburse or even respond to my requests for a reply is incredibly frustrating. Leaps and Beyond needs to immediately reimburse me for my overpayment.

  Business Response

  Date: 05/19/2023

  Patient has ***************** as their ****************** Patient does not have a secondary insurance on file with LEAPS. It is the patients responsibility to notify LEAPS if they have a secondary insurance so LEAPS can bill the secondary insurance for any copayments.  However, since this patient did not have a secondary on file, once the primary insurance (Tricare) paid the claims, copayments were billed directly to the patient. The patient never notified LEAPS they would be using a third party payor to pay the costs of their copayments. LEAPS began receiving checks from The ******** with no identifiable patient information contained in the payment. Apparently. The ******** is administered by ****** Consumer, a company unfamiliar to LEAPS and no information linking the patient to this group. If the patient can provide information showing they have issued payment to LEAPS for services covered and paid by ********, LEAPS will provide a full refund of the overpayment. LEAPS has requested this information from the patient and documentation has not been provided. LEAPS has no record of payment being received directly from the patient.

  Customer Answer

  Date: 05/22/2023

   
  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.  I will be providing proof of all payment and request my reimbursement take place expediently. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 daughter ****** has been enrolled with L.E.A.P.S to provide ABA therapy for almost 2 years now. ABA therapy is a behavioral therapy for those Autism and is the gold standard for treatment. For the past two years I have struggle LEAPS providing the services she needs. (Evidenced based practice is 35 hours a week, must be consistent) LEAPS is constantly having scheduling issues which cause my daughter to miss session, but I stayed with them because the tech was so good with my daughter. Recently their previous manager and staff have left the business. Since then, the president of the company closed the building for 5 weeks to remodel it, though no remodeling seems to have been done. My daughter currently attends 6 hours a week due to her attending developmental preschool 3 days a week. She has only been back at leaps for several weeks and the staff are always different, I will show up with her and there will be no one there for session. She has missed or had her tech show up late to almost all of her session. This is a therapy that needs to be implemented with consistency, yet there is none here. The president of the company is rude and aggressive and does not seem interested in remedying this situation. They need to be held accountable for what they are doing to disabled individuals. If you are supposed to provide a healthcare service, you need to provide it.

  Business Response

  Date: 11/07/2022

  Since the pandemic, LEAPS and Beyond, *** has had difficulty retaining employees which has negatively impacted our ability to deliver services to our patients. Our ****** Center was temporarily closed to  allow our human resources department to recruit additional employees. ********** was closed for three week. ********** ****** Hotter-****** reached out to the patient's mother to discuss the staffing dilemma LEAPS faced and assured her LEAPS was working hard to remedy the situation. Patient's mother expressed understanding. 

  Recommendations for hours of ABA services are assessed by the assigned case supervisors and are dependent on a patients strengths and weaknesses. Supervisor of the patient in question recommended up to 18 hours per week of ABA in which the insurance approved. 

  Once the Center reopened, we offered services to the client in reference. Patients mother informed our scheduling department, patient was only able to attend ABA sessions two times per week due to her attendance in a preschool program. Patient retuned to LEAPS for five sessions prior to patient's mother terminating services.