Complaints

• Initial Complaint

  07/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out now multiple times recently and have not received a response. Im requesting for both an updated itemized bill in addition to a refund check for over payment.In an email last received by ***, I was informed to wait 60 business days. It has been more than 60 business days since claims have been filed and since the payments have been received. My loved ones last date of service at RCA was 3/3/23 and that was 4 months ago. Recently I received a bill in the mail from RCA! How am I receiving a bill when a refund is due? The last payment received was 3/15/23. The total of all payments made was $2400. According to my records, after insurance adjustments there should be a refund due from an overpayment.I would like at this time an up to date itemized receipt showing how funds have been applied and the individual costs for the services that were rendered for my husbands care. In addition to a check for over payment.

  Business response

  08/04/2023

  July 25, 2023 
  
  Dear Sir/Madam: 
  

  I appreciate the opportunity to respond on behalf of Recovery Centers of America Bracebridge Hall ("RCA") to the concern set forth in your July 12, 2023, letter. The letter prompted a thorough review of *** ******** account from the dates (2-2-23/3-6-23). 

  The original investigation of this incident included a through review of patient account balance and insurance charges/insurance payments. The results revealed *** ******** is due a refund in the amount of $ 530.00. On 7-18-23 a refund was mailed to *** ******** along with a phone call to notify him of the refund. 
  

  Again, RCA appreciates the opportunity to address the concerns raised to the Better Business Bureau. We stand ready to provide further care and support to this patient in the event that he wishes to return to treatment. 

  Sincerely,

  Customer response

  08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Although a refund has been provided, an itemized bill has still yet to be provided as originally requested. 
  

  I would like to understand the breakdown and how the refund amount was determined and what specifically ********************************** was billed for. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My eighteen year old daughter was admitted to Recovery Centers of America Capital Region in Waldorf Maryland on November 11, 2022. On November 17, 2022, at 7:54 p.m., I received a phone call from my daughter. She was crying and asked me to pick her up immediately from the facility. She stated that she had been threatened and no longer felt safe at the facility. I made inquiries to obtain more information and was informed that someone had threatened to beat her up.I spoke to a nurse who confirmed that my daughter had been threatened and that for her safety I needed to pick her up. My husband called Recovery Center of America and was informed that our daughter had been involved in sexual misconduct with another patient at the facility. It was reported that my daughter accused the other patient of rape but then recanted the accusation and said the act was consensual. Regardless of the circumstances, the incident should never have taken place. We admitted our daughter to the facility with the expectation that she would be in a safe environment and that patients would be monitored and supervised. In addition to the sexual misconduct, my daughter was physically harmed while a patient at Recovery Centers of America. She returned home with cigarette burns on her forearm which she endured from patients who extinguished their cigarettes on her arm. Again, we want to know why the patients were not supervised. Upon discharge from the Waldorf, MD location, I was contacted immediately (while walking to my car) by RCA corporate office. The representative was trying to convince me to take her to another RCA location in Devon, PA. We declined. No one has called to check on our daughter or to follow up on the complaint we filed or the investigation we requested. A complaint was filed with Recovery Centers of America on 11/17/22. The CEO of Recovery Centers of America Capital Region has not contacted us as of 11/23/22 to follow-up on the complaint or the investigation requested.

  Business response

  01/08/2023

  December 15, 2022 
  Dear Sir/Madam: 
  I appreciate the opportunity to respond on behalf of Recovery Centers of America Capital Region ("RCA") to the concern set forth in your December 6, 2022, letter. The letter prompted a thorough review of both the original incident and RCA's response. That review confirmed that RCA took appropriate steps and that has maintained open lines of communication with the patient and the patient's family. 
  Again, RCA appreciates the opportunity to address the concerns raised to the Better Business Bureau. We stand ready to provide further care and support to this patient in the event that she wishes to return to treatment. 
  Sincerely, 
  Marcus S**** 
  CEO, Recovery Centers of America 
  At Capital Region 
  

*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. ↩