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:05/22/2024

  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 have been a patient with Cascade Center for Wellness for almost 10 years. I recently stopped coming because I was doing much better. Last year I received a bill in the mail for a substantial amount from 4 years ago. I asked my healthcare provider about it and he said that their billing company was getting caught up. He said to just make payments on it and not worry about it. Now, I am pregnant and dealing with perinatal depression. Two of my obstetric providers told me to contact this office and they did so themselves. My healthcare providers were never contacted by Cascade Center for Wellness at all. They did call me and leave a message telling me I have an unpaid balance and I cannot receive assistance until it was paid. It took them days to call back and they never answer the phones. I cannot pay the bill because I can't get a hold of them, they use a separate billing company, and they continue to leave voicemails that do not contain the information on where to pay. I do not think my healthcare provider would approve of their actions as now my father has passed away suddenly and I still cannot get in to see him. The front desk staff are like gate keepers who are preventing me from getting help. It is an extremely dangerous practice for patients with severe mental health conditions. Due to their voicemail situation it is impossible to cancel an appointment in their timeline. You can call days before and leave a message then get a bill in the mail for the missed appointment. Along with a nasty letter informing you that if you miss other appointments you will be discharged without any further visits. I will also say that their billing doesn't make sense. You often are overcharged for appointments or double charged. You cannot get a billing statement due to the separate company that also doesn't answer the phones. My FSA and insurance denied charges, I had to pay for them out of pocket. I needed to see my doctor so I just paid it. My doctor is awesome though.

  Business Response

  Date: 05/22/2024

  Our office has contacted the patients current physician and also left additional messages regarding care.  We are required to see patients in order to provide service.  As of yet, we have only received messages from the patients current care team the patient has not made an appointment with our front office.  We do expect our patients to made attempts to keep current on there billing and make payments on outstanding balances.  They can receive information on all billing by contacting our billing services.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21707250
  
  I am rejecting this response because: the office has made no attempts to call me back, thsy do NOT answer for the billing **** nor do they explain charges. They do not care about mental health, only a profit. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/05/2024

  The patient has not provided us with a phone number to contact her.  We have letters to her previous addresses without response.  As we have no method of contacting the patient her primary care provider was contacted and given a history of prior treatment.  She confirmed she would contact the patient and told we do not have current methods of contact.   Basically, we cannot contact her without a phone number or email.  Should she wish to contact the office we are happy to provide referral sources in the community.