Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reception staff fails to answer calls and fails to update my insurance information at the beginning of the year. I am placed in a position of having to reschedule my necessary therapy appointments before coverage can be confirmed. Receptionist ********* provides incorrect information about the email address of the billing department and is dishonest with me over the phone about which email address to send me, about business hours, about email policies, and admits to ignoring my emails she sent me from her personal account.

  Business response

  01/14/2025

  Dear ****,
  
  We sincerely apologize for the inconvenience youve experienced. Unfortunately, due to strict federal laws, we cannot disclose any sensitive information on a public platform like this. However, were committed to resolving your concern promptly.
  
  To assist you further, we ask you to email our billing office, addressing your message to ***** *., our billing supervisor. You can reach us at ********************************* (please include "Attn: ***** *." in your subject line).
  
  For a quicker resolution, please include the following details in your email:
  
  Your full name
  Your insurance ID number
  The effective date of your new insurance

  
  Ive already informed ***** earlier today and provided her with the BBB case number for reference. Once we receive your email, please allow us 1-3 business days to respond.
  
  Thank you for your understanding and cooperation.

  ******

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter started therapy last fall with the Pasadena Clinical Group and they charged $30 per visit. I emailed them and told them that our insurance said we should only be charged $10 per visit.They stated that once they heard from the insurance, they would refund our account. They eventually agreed that should only have charged $10 per session, stopped charging my credit card and used the "credit on file" for her other sessions. However, my daughter's therapist left the group so my daughter is no longer using their services and they still owe me $100. I've addressing it via email several times and they make excuse after excuse ("your request is in the queue", etc). Her last session was in JANUARY.At this point, it seems like theft. I alerted them to the amount I should be charged ($10) but they continued to charge my card $30 each time. I took their word for it that they would be honest and refund what they essentially stole from me. I even sent a spreadsheet with what they charged vs. what we owed and now they have gone silent and no longer respond to **** am happy to send you a copy of the spreadsheet I created as well as the email string between myself and their billing department if you'd like to send me an email address I can forward it to?Thanks so much for your help - I look forward to hearing from you.********************* ************

  Business response

  07/09/2024

  Dear **************,
  My name is *****, and I'm the Accounting Manager at Pasadena Clinical Group.

  I was incredibly sorry to read about the frustrating experience you've had regarding your daughter's therapy sessions and the outstanding balance. I understand your disappointment and can assure you that I take your concerns very seriously. Unfortunately, due to HIPAA regulations, I cannot request or provide specific information about your account through this public email channel.

  However, I want to help resolve this issue promptly. Would you be comfortable emailing me directly at ********************************* (Att. Supervisor: **************)? Please include your name, and dated of service you want me to review. 

  I can then personally review your situation and work towards a swift resolution. I'm happy to look at the spreadsheet and email string you mentioned to get a complete picture.
  

  Please know that we value your trust and transparency. I'm committed to ensuring this is addressed fairly and efficiently.

  Customer response

  11/03/2024

  Hi there -

  
  

  The business is withholding my refund because they did not file the correct paperwork with my insurance company and were not paid, which obviously was not my fault.

  
  

  I'd like to reopen this complaint as they are basically stealing from me.  

  
  

  Please advise - thank you!

  Business response

  11/04/2024

  Hello, sorry to hear the issue has not been resolved yet. Can you reach us at *********************************************************?

  Unfortunately current laws prevent us from acknowledging and/or disclosung any information publicly.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 1st and January 12th, I was charged for therapy sessions for my son @ $25.00 each session. The therapist was unavailable for both sessions, and the medical group is refusing to refund my money. I have contacted them several times via email, and they have not refunded the money. They state that they do not provide phone support.

  Business response

  02/17/2024

  Dear Mr ********************** apologize for any inconvenience caused. Ensuring the satisfaction of each of our clients is of utmost importance to us.

  ******* we want to address your concern ******* through the BBB, Pasadena Clinical Group is a covered entity under the **************** Portability and Accountability Act (HIPAA). As such, we are committed to protecting the privacy and confidentiality of our clients' health information.
  
  In accordance with HIPAA regulations, we are unable to respond to inquiries or disclose any protected health information in a public forum, including online platforms like the Better Business Bureau, without proper authorization. 
  
  If you have any concerns or inquiries that require private communication, please reach out to our billing office directly at ********************************** Our team will be happy to assist you in a secure and confidential manner.

*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. ↩