Complaints

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had gone to therapy 3 times here, and it was covered by my insurance with a 30$ copay. I had paid 30$ each time prior to each appointment. About 1.5-2 months after I stopped getting treatment there, I received a bill for a total of 70$ for one 30$ copay and 2 20$ copays. I was confused as I had already paid all my copays prior to each visit, and now months later was receiving another bill. I have called them and went back and fourth, and each time was told the manager was "in a meeting" and would call me back, and each time I NEVER received any call back. After about the 6th time calling them, I finally had gotten ahold of the manager, and she had told me they had messed up, and put in my appointment wrong. We did a 3 way call with my insurance, and at the end of it was told that everything was worked out, the insurance will pay the difference and I was to owe a 30$ late fee. Weeks go by, and I had called 5 more times since that call, and each time was told they are waiting for insurance to cut the check, and not to worry about late fees, and that their manager is yet again unavailable and id get a call back, which again never came. I have just received a bill in the mail for 300$, and I just called insurance and they said they had cut the check WEEKS ago. Sol mental health has now been billing me and charging me late fees for an amount already paid by myself and insurance. Every time I call they tell me their manager is in a meeting and will call back, and she never does. I have asked for their cooperate number, and the number of the manager of their manager (*********************, or ******) and they refuse to give me any information. I have NEVER received a call back from the manager, and they continue to charge me more and more for a bill I have ALREADY paid, and that my insurance has already paid AGAIN. They wont answer my insurance's calls either. I have attached documents below.

  Business response

  05/02/2024

  Good afternoon, 
  Thank you for contacting us. We understand your concerns and apologize for any confusion. After a thorough review, we have identified a $30 balance stemming from an unpaid copay for the date of service, 7/27/23. We kindly request that you disregard any previous statements received.

  
  During your visits to our office on 7/27/23, 8/17/23, 8/23/23, and 9/7/23, it was noted that your copay is $30. However, due to an error from your insurance carrier indicating a $50 copay, additional bills totaling $40 ($20 each) were mistakenly generated to reconcile the discrepancy between the $30 paid and the $50 owed indicated by your insurance.

  
  Our team has diligently worked with you and your insurance to rectify this error, ensuring your copays are correctly set at $30 each. Consequently, the remaining balance of $30 is solely attributed to the unpaid copay for your 7/27/23 visit.

  
  For further clarification or assistance, please don't hesitate to contact us at ************. We are committed to resolving this matter promptly and again we apologize for any inconvenience this has caused. 

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