Complaints

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Paradigm made me pay $20,000 up front for treatment in the case that my insurance company might not pay the full amount. We were told it could be up to 6 months before reimbursement. My insurance company did pay every *****, but Paradigm is refusing to return the money. There has been no explanation and I can see from other reviews that this happens quite often. It has now been 8 months since discharge of the patient.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid Paradigm Treatment Center (managed by Altior Healthcare) 2 payments totalling $53,200.00 on 8/1/23 and 8/11/23.Blue Shield issued a partial reimbursement to Paradigm Treatment Center of $38,000.00 on 1/26/24 - verified in attached email string (and in physical form) from both Blue Shield and Altior Healthcare.I'm seeking those funds being forwarded to me in full, plus accrued interest.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My son went to Paradigm for 49 days of treatment beginning in December 2021. We paid $59,500 of the $83,300 bill for services. Our insurance provider paid Paradigm $45,847.50. The total payment made to Pardigm was $105,347.50, meaning we are owed $22,047. Up to now we have been trying to resolve this with Paradigm and our insurance company, but Paradigm has stopped responding to us and our insurance provider. We are reaching out to the BBB because it appears that similar complaints have been resolved via your website.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My child was treated at Paradigm Treatment Center in **********, ** from Feb-March of 2022. They collected minimum daily payment up front from ** (approximately $59,000) in case insurance claims were not paid thereby ensuring they were paid for 35 days of treatment. I understood that the reimbursement process can take up to 180 days. By then end of April 2022 they had been paid by my insurance all except for 3 days which were in dispute as Paradigm failed to send medical records to my insurance company. One of the days in dispute was the day my daughter was discharged at 9 am yet they billed my insurance the usual daily rate. Paradigm refused to issue a partial refund until these dates were settled. After a year of trying to get my money back through phone calls and emails and promises of someone working on my refund, the disputed dates were finally settled and as of May 2, 2023 (per email correspondence from Paradigm) the disputed dates were paid to Paradigm. It has now been more than 2 months since they have been paid in full by my insurance company but will not process my reimbursement. After dozens more emails I have gotten no response. I have saved email threads and can provide all of my insurance billing states if needed. I see there are previous claims for the same issue. As of Dec ******************* a response that they reorganized their finance department to avoid this problem in the future. Obviously they have failed. This very much feels like there is some financial scam going on. If Paradigm admits 12 children to their program each month at the above upfront cost that is a lot of money that they can apparently hold onto indefinitely- up to approximately $6 million a year in addition to the insurance claims up to $4000+ a day (approximately $17 million a year) I thought it was illegal to collect both cash payment and insurance payment for the same services- double dipping. Please assist me in getting this company to reimburse me.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My child was in residential treatment at Paradigm Malibu for approximately 42 days from April 3, 2022 until May 14, 2022. As requested, I paid up front for my child's treatment. United Healthcare (UHC) made their last payment to Paradigm on July 15, 2022. I then worked with ************* for several weeks to process the refund. On August 25th, ****** stated I would be sent a $32,112.22 refund. I then provided my mailing address to have a check mailed to me as requested. I reached out for an update on September 6, 2022. I got a response from ****** on September 12, 2022 stating to allow 24 hours for an update. I then sent followup emails asking for updates on September 22nd, September 29th, and October 5th and have not received a response. I called and left a voicemail on ******'s direct line and left an additional voicemail on the generic Billings voicemail box and have heard nothing. The ghosting is unprofessional and unacceptable. Paradigm has no problem accepting upfront payments of ten's of thousands but are reluctant to reimburse insurance payments that are rightfully due back to the customer. While my child received exceptional mental health treatment from the facility, the business practices are less than desirable.

  Business response

  12/09/2022

  Business Response /* (1000, 8, 2022/11/08) */ Apologies for the delay in responding to this. We were able to review this account and issue the full refund that was due. We have since replaced our CFO and a few other key positions to help ensure that this type of incident does not occur again. Very sorry for any additional stress and frustration that Paradigm has created. We are continuing to review our workflows and policies regarding how we work with out of network policies. Thank you for escalating this situation. Consumer Response /* (2000, 10, 2022/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did finally receive my final payment. Time will tell if their stated improvements make a difference. In the future, if anyone else receives the same treatment, I would highly encourage you to file a BBB complaint sooner, rather than later, in the process. I find it interesting that the majority of the prior BBB complaints seemed to get resolved around 2 weeks after the BBB submission - coincidence? Maybe not...but my resolution only came after submitting my BBB grievance. I'm all about second chances but I'm skeptical that anything will change. If you are Out-of-Network and, as required by Paradigm, pay in full in advance, I highly encourage making sure your insurance claims send the money directly to you and NOT to Paradigm. Paradigm says they will use all their experience to get you the maximum reimbursement from your insurance but still have you send the insurance reimbursements to them? Nice way for them to earn interest on your $$$ while you wait in frustration. Overall, my child received amazing care from the facility and is a true success story. I wouldn't trade that for anything! If this hassle with the business side is the worst that I incur, so be it - I'd do it again. I just expected more professionalism and expedience from the business side of Paradigm.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I admitted my son to Paradigm Treatment (********** location) on July 6 for residential ****** health treatment. I paid $42,000 by wire on July 5 for 35 days of treatment. On July 7, less than 24 hours after admission, my son escaped through an unlocked window. My brother came and picked up my son on July 7 and my son was officially discharged *************. Paradigm is telling me it could take up to 6 months for my money to be refunded. The $42,000 I paid them is all the money I have available to treat my son, who remains in crisis. I need my money refunded in order to help my son. Paradigm states that it can take 6 months for my refund because they have to go through the "claims adjudication process," however, my insurance was not accepted at Paradigm as I have no out of network benefits, so there are no claims to adjudicate. My son was there less than 24 hours. I have no issue with paying for one, or even two days. That said, holding onto ~40K dollars from a family with a child in crisis seems unnecessarily cruel and does not align with the values of a mental health provider. It has been nearly three weeks since my son was discharged. I would like (and very much need) my refund to be paid immediately. Thank you for your assistance. **************

  Business response

  08/11/2022

  Consumer Response /* (2000, 9, 2022/08/11) */ This complaint has been resolved. Thank you for your help.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I pre-paid this business $75,000 while the claim was being processed through our health insurance. At the beginning of May the champva (** government) program sent the business approximately $83,000 for payment for services. Therefore my $75,000 that was pre-payment for services should be refunded. However now two months later I still do not have a refund. They keep saying when the executive committee meets again and yet they meet every Tuesday. It is excessive.

*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. ↩