Complaints

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July, I called Family Connections to schedule an appointment for my daughter, who's pediatrician recommended she receive counseling for anxiety. Over the phone, I gave my insurance information, complete with policy and billing info, and made an appointment for my daughter for July 12. I asked what the cost would be, and was told they need to run the insurance info, and would be able to tell me at the first appointment. I took my daughter to her appointment, filled out all the paperwork, and spoke with the lady at the front desk. I told her I was divorced and insurance was through my daughters father, however he doesnt communicate with me about anything, and I have no access to check medical information. Lady at the front desk pulled up my file, said insurance info was processed, and that my co pay would be $21.40 per appointment, but the first appointment would be slightly more. They required a credit card be on file and they would charge my account the copays. My daughter was seen on 7/12/23, and my credit card on file was charged $37.40. Daughter was seen again on 7/17/23 and my card was charged $21.40, as I was told it would. However, my daughter was also seen on 7/25 and 7/31, and a week later I was told that the lady at the front desk was new and didnt understand the insurance and gave me wrong info, and my insurance did not cover any of the bill. They back dated my bill and charged me full price for the 4 appointments my daughter had been to. I immediately emailed and called several times, and was told I was responsible for the full amount, even though they admitted the front desk lady told me the wrong price. This is unfair and no right. I never would have taken my daughter here if I was told the correct price. I was charged the price they quoted me for the first 2 appointments. I dont believe they should be able to say they were wrong and demand 5 times the price I was told. My bill should be $42.80 for the last 2 appointments, as I was told it would be

  Business response

  12/11/2023

  Family Connections, Inc is aware of *** ******** concerns and have addressed them with her via email (see attached).  Every prospective client of Family Connections, Inc at the time of call is told during the information gathering process that Family Connections, Inc will check your insurance but ultimately if there are any discrepancies it is the prospective client's responsibility to check with their own insurance to ensure all services they seek are covered.  Family Connections is privy to limited information on anyone's insurance and the prospective client has the ability to seek out more detailed information on their own personal health policy.  In addition, prior to any appointments being held, this fact is further addressed through the intake paperwork that is completed and agreed upon prior to any services taking place.  There is a signed PAYMENT AUTHORIZATION FORM (see attached) and the CONSENT FOR SERVICES (see attached) that addresses any potential payment issues.  *** ****** signed both of these forms prior to the start of any services and in the consent for services form it specifically addresses the need for the prospective client to "confirm with your insurance company.... that services will be covered" BEFORE starting therapy.  ********* signed this form as well BEFORE starting services.  Family Connections does understand her frustration at insurance not covering services, and thusly offered a payment plan in email communication (see attached emails) to which she refused and demanded we adjust the balance.  Family Connections does not feel we are at fault as we have verbally told *** ****** about checking insurance herself and her signing consent for services outlining this fact again all before services ever started.  Family Connections attempted to rectify this by allowing a payment plan which *** ****** refused.  This policy is in effect for all prospective clients so all clients are told the same information at initial phone call and all prospective clients receive same paperwork to sign before any treatment begins.  

  Business response

  12/12/2023

  As stated in our pre appointment paperwork its is the clients responsibility to insure that services being sought are covered. Access to information by you is not something we can control, as indicated in previous response our access is limited. You agreed and signed the authorizations and the consent indicating any non covered services you agree to be financially responsible for and it is ultimately your responsibility to check the insurance you are using for services. Your personal situation is not something we can control and the individual health policy parameters are the responsibility of the consumer. 

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Yep, you can ***** people over, and will, just because you can. You quoted me a price, AFTER you ran it through my insurance. Your employee quoted me that price, I paid your price TWICE, and a month later you want 5 times the amount of my original bill. 
  You are a terrible company, and I will be leaving a negative review EVERYWHERE possible. 
  

  
  Sincerely,
  
  ****** ******

*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. ↩