Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Amount taken out of bank account. Did not order anything.

  Business response

  01/06/2025

  Hello ****,
  I hope you're doing well.
   
  We've attempted to locate your information in our system, but unfortunately, we couldn't find any records associated with the provided address or email. It seems there might be some confusion or a mix-up with another party.
   
  Wed be happy to discuss this matter further with you. Please feel free to give us a call at ************ at your convenience.
   
  We look forward to hearing from you.
  Thank you, ****. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Been using them for over a year, was told that they were out of network and would not take my insurance at all. I liked my provider so I didnt mind paying out of pocket. Turns out they were in network but my cash pay rate was higher than what they would bill my insurance company. I found out they were in fact in network for anthem from one of their employees after they canceled the contract because it wasnt profitable for them (understandable, business is business) so I asked them to at least submit my payments to my insurance so I could get my deductible credited and they refused, I then asked them in writing to provide me a copy of my receipts so I could submit them to my insurance myself and they refused. I have asked them at least 5 times In writing to provide me a copy of my receipts for the last year and they ignore the question when they reply or only send one or two out of ten plus receipts. They also have billed my credit cards without authorization and have even contacted family/ emergency contact members to let them know about upcoming appointments without my consent.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My insurance company dropped Brain Health from being an in-network provider. I was informed via telephone call, in which an appointment I didnt know I had, due was set for the next day and subject to cancelation. I paid $150.00 (Diners Club/BMO credit card) and resolved to get on the phone with my insurance company the moment we hung up so I could sort out a new provider. Within an hour and a half, I had one. I am even allowed to schedule my appointments for myself, something I was never offered at Brain Health after my intake appointment. I believe Brain Health primarily used my landline, which doesnt accept text messages, to send appointment reminders via text. They are not consistent with email reminders whatsoever, the office staff is inept and outsourced. It sounds like theyre talking to you from underwater unless youre discussing financial details, which is really scammy and gross. I want a refund so I dont have to initiate a chargeback, which I have no compunction about doing when it involves bad-faith people, especially those in the care of our spirits, bodies, and minds. These people are in the wrong line of work - allegedly, Anthem thinks theyre problematic also. Its a shame the burden of finding a new provider rests with us.I dont care to deal with them again beyond the return of funds for an appointment I never had. I have spent more time on the phone with the office staff than I ever did once a month since July with my provider - Id get about 7 minutes of his time.

  Business response

  09/11/2024

  Hello ******,
  
  First of all, let me start by apologizing to you for any inconvenience you faced.
  
  Secondly,we've made every effort to work with ****** to ensure continuity of care, but unfortunately, ****** has not cooperated to facilitate a smooth transition. We sincerely apologize for any inconvenience this situation has caused, but we want to clarify that this issue is beyond our control and is due to Anthem's actions. We regret that we are unable to assist further in this matter.
  
  Thirdly,there has been a misunderstanding, where we never charge for a service that was not provided. We have already initiated the refund request already, however it takes up to 5 business days to reflect on your card.
   
  Lastly,let me emphasize that your mental wellbeing is our main concern, that's why we have already called you to make sure that everything is settled on your end.
  
  I repeat my apology.
  Thank you, ******.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Brain Health in May of 2023 for my daughter. She had been seeing a therapist who suggested she get tested for ADHD. Brain Health is a part of my United Health Care coverage so I contacted them and connected them with my daughter. We filled out the forms and provided copies of insurance (my daughter has ****** and UHC). We were told that they would bill the insurance but we had to pay until they confirmed payment with the insurance company.Since then I have called numerous times and received texted messages telling me that a ****** named ****** (this was Jan 5, 2024) would be submitting the claims. They have not submitted the claims and keep charging my credit card for payment. I have my telephone statement showing the number of times I have called and so far they have not responded to my request that they bill the insurance.As of today they have charged me $3,050 for their services and have not billed the insurance.As a seasoned insurance professional, I know why they have not billed the primary and secondary insurance. Their rate of reimbursement is much lower than what they are charging me. This is unacceptable for a health care provider to take advantage of someone like this. It is not easy to change providers when you are dealing with a mental health issue. Please help me BBB.Thank you,******

  Business response

  08/08/2024

  Hello ******,
  First of all, let me start by apologizing to you for any inconvenience happened.
  
  Secondly,we have reviewed everything you reported in this complaint. As you mentioned,your daughter has ****** as a primary insurance and UHC as a secondary insurance. We have clarified that we are out of network with ****** and that the patient can call her secondary insurance to update the Coordination of Benefits, so we can submit the claims to UHC. We also have stated that there is an option for the patient to call ****** and ask for a referral to Beacon Value Options. Those two options were delivered back in 2023 and also in 2024.
  Moreover, we have complied to your request to submit the claims to ******, and we tried to call you to inform, but the calls we're forwarded to voice mails.
  
  Thirdly, let me emphasize that your daughter's mental wellbeing is our main concern, that's why we have already called you again and explained the available options.
  Thank you, ******.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been contacting them to receive my medical records for my public benefits. They have not responded at all, or stated they would send but do not. I see they have a page where they try to charge for medical records, but according to subdivision ********* of the Health and Safety Code, the patient is entitled to a copy at no charge of the relevant portion of the patient's record upon presenting the provider a written request and proof that the records, or supporting forms, are needed to support a claim or appeal regarding eligibility for a public benefit program.

  Business response

  07/24/2024

  Hello ******
  First of all, let me start by apologizing to you for any inconvenience happened.
  
  Secondly, we have reviewed everything you reported in this complaint. The Medical Record request was originally sent on 6/22/2024, and was properly addressed on 6/27/2024, where the medical records were sent to the email mentioned in the authorization you provided at no charge.
  We can absolutely resend the medical records to your email, also at no charge, but as per HIPAA, we need a new authorization stating the exact email that you need the medical records to be sent to.
  I already tried to call you and left you a text message, to explain all the details.  So, please if you can reply to my text or call the office number at ************, and ask to get transferred to extension 213, we would be glad to assist regarding everything.
  
  Thirdly, let me emphasize that your mental wellbeing is our main concern.
  Thank you, ****** for understanding.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business is refusing to fill out paperwork that I requested and is trying to scam me by forcing me to make an appointment with a random psychologist and pay a $150 fee, when my ACTUAL doctor needs to be the one to fill out the paperwork for a government entity. I have emailed them the document and am still waiting for it to be filled out.

  Business response

  07/01/2024

  Hello ******,
  First of all, let me start by apologizing to you for any inconvenience happened.
  Secondly,a thorough investigation has already took place regarding everything you reported. Let me just clarify that for certain paperwork, it needs to rely on objective data, which can be assessed by some psychological tests, done by a psychologist. This service is not covered by the insurance and is done by a third party psychologist.
  However,and not to delay your paperwork, we have asked your psychiatrist to help out in reviewing, filling out and signing this form.
  The psychiatrist has already filled out the form and signed it, as well as, it has been sent to your email.
  Thirdly, let me emphasize that your mental wellbeing is our main concern, so please if you ever have any request or concern, call the office number ************, and ask to get transferred to extension 213, we would be glad to assist regarding anything.
  Thank you, ******, for understanding.

  Customer response

  07/02/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After months of treatment following a traumatic event in which led to heightened anxiety and manic episodes. I submitted a form that required the signature of my provider. The form was requested by the authorities as well as my attorney to attest to my treatment. Although I am still receiving treatment, Brain health USA has been unresponsive as it relates to the review and signature required for me to submit the form. I was told by ******** in the ****************** that the provider would be providing more information in regards to the signature requested back in April. However, after speaking with my therapist, he was never even made aware of the document. The support department has not returned any of my calls or voice messages over the course of a month. Emails receive no reply and now I am left unable to submit the documents required to continue receiving resources due to the state of my mental health.

  Business response

  05/22/2024

  Hello *******,
  First of all, let me start by apologizing to you for any inconvenience happened.
  Secondly, a thorough investigation has already took place regarding everything you reported. Based on that, and not to delay your paperwork any further, we have asked your psychiatrist to take the responsibility of helping you out in reviewing and signing this form, where referring back to a different therapist will cost us a little bit longer. The psychiatrist has already reviewed the form and signed it, as well as, it has been sent to your email.
  Thirdly, let me emphasize that your mental wellbeing is our utmost concern, so please if you ever have any request or concern, call the office number ************, and ask to get transferred to extension 213, we would be glad to assist regarding anything.
  Thank you, *******, for understanding.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My physician told me he would have his assistant contact me to extend my temporary disability. I have been a patient for 7+ years and my first request for the office to submit anything for me. I was contacted by a rep from BrainHealth who informed me that I needed to see another physician (my health insurance pays for that appointment) and once the second opinion doctor has been seen, then I would have to pay a $150 fee to initiate the *** extension. The purpose of my appt last week with my physician was solely for the purpose of getting my paperwork sent to ***. So now they want two office visits AND an additional fee which is astronomical. I was a patient of a private practitioner named s ************************. I have seen an handful of his associates over the year but I had idea the doctor **** off his patient list. Apparently the practice was sold to Brain health without notifying me. When I asked to speak to an office manager, I am told office policy is non-negotiable. This cannot be a legal buy or sell patients of a doctors office without notifying the office.

  Business response

  12/08/2023

  

  Customer response

  12/08/2023

   
  Complaint: 20533380
  
  I am rejecting this response because:
  I have been a patient of ****************** for several years. The paperwork that I requested was for my psychiatrist to approve my temporary disability. I scheduled an appointment with ****************** who verbally approved my request and instructed me to contact his assistant the following business day. The sole purpose and matter discussed at that doctors appointment was my disability claim.  Then when I contacted the doctors assistant I was instructed to contact the main office number and to schedule with a separate doctor who needs to do a separate screening and appointment.  If that was their policy than why was my appointment scheduled with Dr ******* when I clearly said I needed my EDD extension filed.  MY doctor who is familiar with my health and my needs had already approved my disability. Why would the office need a second  opinion to verify the declaration of its own doctors.  Then in addition they wanted to add a $150 filing fee to submit an online form. Its price gauging and particularly offensive for a psychiatrist to take advantage of its patients needing disability from mental health problems. 
  Sincerely,
  
  ***************************************

  Business response

  01/12/2024

  The patient was asking for a certain paperwork, which describes a certain type of disability.These types of paperwork need to rely on objective data, which can be extracted from certain psychological tests that are performed by a psychologist, to determine whether the patient is legally eligible for that type of paperwork.However, the evaluation done by the psychiatrist only lies on subjective data,where the patient can start talking about her symptoms and what she feels.That's why, the patient was asked to be set with a psychologist. Moreover, some types of paperwork, like the one in this case, are provided by a third-party provider to determine the legal eligibility of the patient to have the paperwork completed. 

  Business response

  01/16/2024

  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to get a note for emotional support animal but manager ****** keeps trying to charge me 35 dollars even though it's not in terms and conditions

  Business response

  01/19/2023

  Hello,
  We appreciate your effort to make sure about the quality of the service the patient gets.
  We appologize for the inconvenience. We would like to let you know that some paper works cost us in operations because of testing needed for paper work and other third parte that cost us some he as well.
  Thank you!

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I asked for terms and conditions or any paperwork relating to the cost for paperwork. I was given terms and conditions form but it did not state that I would be charged for anything other than no show and/or running late, patient would be charged 35 fee. When I asked where about the fee, manager ****** stated that it was their fee for any kind of letter. I spoke to my psychiatrist *******************, she advised me that the charge was coming from brain health since there was no charge on her end. Then the manager retaliated, and tried changing my appointment to mess with me. I have attached the screenshots from text messaging regarding manager retaliation for advising them that I would report them to bbb.
  See Attachment/File: 523FF14C-9D6F-48CA-9986-37B1A867A2C2

  Customer response

  01/31/2023

  I spoke to my psychiatrist and they said that they don't charge for notes , that is brainhealth. It seems as my psychiatrist works as a 3rd party for brain health. I don't understand how they get up to 35 dollars. I asked for a breakdown and they(******) said well that's what we charge. This was a phone conversation but I'm sure it was recorded on their end.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: Dec 17 I made an appointment with this health care provider to get medication for my ADHD. There was an issue with my insurance verification so I was told I'd have to pay in advance. I was charged 227.61$ I explained my situation about needing medication refill and was told this would be provided at my appointment. The day of the appointment on a telehealth call I was then told that I would need another appointment which wouldn't take place for another 2 weeks. I was still charged $227 for NOTHING! I've called the office numerous times to try and speak with someone about a refund. They take my message, but I can't get anyone to call me back or issue my refund. This office is a scam and should be shut down.

*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. ↩