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:10/26/2022

  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.

  My son was receiving therapy services and he had two insurances that are both accepted by KB Psychotherapy - they charged my card forgetting that there were two insurances on the account to put the claims through. I spoke with **** in billing at the end of July and she apologized and she they would fix it and as soon as they get a check from insurance then I will get a credit back onto the account $827.51. In August she was out of the office for almost 2.5 weeks - I kept calling and was told to call back "next week" every time. Sept and Oct I spoke with ****** and **** weekly about this situation and **** kept saying its on my end I made a mistake the amounts didn't match, but I fixed it and I will resubmit the claim. Literally every week I called she would say this. In the end of Sept she said that I should try to call the insurance company and see whats wrong because it has to be right this time. I think I did it right. I did - I called the insurance company and he said the amounts never match so thats why it keeps getting denied - he even chuckled and said whoever keeps putting it through keeps doing it wrong tell them the amounts have to match - then it will go through. So I spoke with **** again and she made it seem like she, yet again, found her error, after that so then she submitted it yet again the week of Oct 10th. Her last day was on Oct 14th. I called the 14th talked with her and she said to now speak with **** the owner. **** knows everything and she has all the notes in the account. So on the 17th I called left **** a voicemail - on the 18th I recieved a call from ****** saying **** told her to call me and say that she thinks she solved the problem. So I called 25th to yet again check back in - and **** is out of the office for 2 weeks. Im seeing a common theme of being misled and no urgency for help. I have acquired $200 in interest fees on my card as well. July 21 - $274.58 Jun 22 - $274.58 Jun 10 - $278.35 I need help please.

  Business Response

  Date: 11/08/2022

  I am sorry to learn how upset ******* is. I will do what it takes to help. I was unaware of this complaint until today, however I was made aware of her distress via office staff.

  Once I was informed through our office staff, I resubmitted the claims right away based off the other secondary claims that have been paid by other insurance companies. I asked staff to call ******* to inform her.

  It is an unusual case as these claims are auto generated and the numbers not matching up or not was an auto response from the insurance company's software system. I was told they don't have a claims department and can't see exactly what numbers the computer is rejecting other than the generated response "Claim is out of balance R CLAIM CANNOT BE BALANCED (400)." This is not helpful when all the other secondary claims use the same calculations.

  Because of this, I have been in contact with a provider rep at the insurance company and have mailed in the secondary claims with a copy of the *** from the primary claim per their suggestion. 

  I called the client on 11/2nd to address her concerns with her charges after seeing she disputed a charge on the account. I did refund her with the understanding that if the insurance company does reject the claims, she will owe the balance. She was in agreement. I refunded her all but the charge she disputed as I had submitted paperwork assuring that the charges were not fraudulent. I explained to ******* that I would refund that when/if it is placed back on her account.

  I also apologized for the way it was handled, it should never have taken so long and I should have been informed that the office manager at the time was not finding resolution. The office manager is no longer with us and because of this, I have been made aware of other problems from the previous office manager. I am working to pay closer attention to what happens in the billing department and to assure that problems like this will be handled appropriately moving forward. Taking her money before the claims were settled is not our standard. 

  Customer Answer

  Date: 11/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  After speaking with her after I filed the complaint - we spoke - she was apologetic and she has reversed all charges as of November 2nd. 
  Thank you. 
  
  Regards,
  
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