Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  New direction mental health ************** a patient that started taking a new medication to help with severe anxiety in addition to medication Ive already been receiving. I was warned by psychiatrist about potential side effects including serotonin syndrome. She is aware i am struggling with mental health issues. I was on the new medication for less than a week before experiencing crippling anxiety that caused me to miss work. My complaint is that new directions mental health provides no way to get in contact with your provider. I called many times between M-W and either didnt have anyone answer, left a voicemail, or had to speak with a mean secretary that told me no before looking into my request to seek an appointment immediately. The earliest appointment she could give me was a week away. It has been over 72 hours and I have yet to be put In any contact with my psychiatrist for a medication question!!! All I asked is for an email or text anything to know that what I am experiencing is normal. Instead Ive spent 3 days waiting for someone to call me back and hoping I dont spiral further down a hole. Ive reached out to my pcp who also couldnt get through to new directions mental health on my behalf. I would like to understand from the business why they are prescribing patients medication with potentially fatal side effects and offering no urgent resources for patients to get in contact with someone WHEN they are experiencing an issue besides dialing 911.. Delaying my treatment has resulted in the worsening of my symptoms , missing work, among other .. I believe this company has made my symptoms worst by my putting me on a new medication and offering NO response. I feel like they left it up to me to figure out .. Do I keep taking the medication or do I stop??? Ive reached out in multiple ways and Im hoping you are able to further the importance of my message! As of 1/22/25 I have not received any help. Please help me! Thank you.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  New Directions ******** services for our daughter from 9/28/2023 to 9/20/2024. During that time, we were overcharged the copay of $50 vs the correct amount of $25. New Directions admitted this to us and gave us applied credits towards upcoming services/sessions. We discontinued services after the 9/202024 session and have been contacting New Directions since to get a refund for the remaining credits owed from the over payment. We have had multiple conversations with their billing department, and they claim they are still waiting on claims to be processed which we confirmed with High ********* that they have all been processed. They are basically ignoring our request for a refund or lack the abilities/motivation to pull this simple information together to conclude/provide a resolution.I have attached a complete list with claim information regarding the overpayments/credits and what is owed back to the customer.

  Business response

  12/27/2024

  Dear Ms. ***** ******,
  
   
  
  I hope this email finds you well. I am writing on behalf of New Directions Mental Health, and I wanted to formally acknowledge the receipt of the letter notifying us about the complaint filed against our business. We appreciate your prompt communication and the opportunity to address this matter.
  
   
  
  We take every patient concern seriously and are committed to maintaining the highest standards of service. If the individual who filed the complaint is indeed a patient of our business, please be assured that we will initiate a thorough investigation into the matter. Our goal is to gain a comprehensive understanding of the issue and work towards providing a satisfactory resolution.
  
   
  
  We value open communication and customer satisfaction, and we are determined to address any concerns in a proactive and timely manner. We believe that every interaction with our business is an opportunity to enhance our services and ensure a positive experience for our clients.
  
   
  
  Once we have completed our internal review, we will be reaching out to the concerned individual directly to discuss their experience, gather additional details, and collaborate on finding a resolution that meets their expectations.
  
   
  
  Thank you for bringing this matter to our attention, and we are committed to working closely with you and the complainant to ensure a fair and equitable resolution. Please feel free to contact me directly if you have any questions.  We appreciate your understanding and cooperation in this matter.
  
  
  
  
  Best,
  
   
  
  *****

  Customer response

  12/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This is a canned response, and she is saying to reach out to her directly without any contact information.

  The only resolution is providing us money owed per the attached document. They currently are stating we are to receive a $50 refund check with nothing to back it up. Again, what was attached was every processed claim with ****** and the money still owed per their overcharging our copay.

   

  
  Regards,
  
  **** ******

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In my experience as a patient at NDMH (from September 2023 to July 2024), I experienced the following:I was misinformed on the nature and amount of my co-pay by multiple employees over a period of 3 months, including my therapist Racked up a large bill I couldnt pay without being told WHILE I WAS SEEKING therapeutic support around unemployment Dozens of phone calls not returned, or messages left with no helpful details It took hours of wasted time making phone calls and writing emails to get very basic billing questions answered Staff doesnt check voicemail often enough for 24-hour courtesy notice to be reliable when moving appointments Charges for "missed sessions" that never occurred When I made payments against my balance, the payments did NOT appear on subsequent statements. In finally getting their billing department on the phone (took 7-8 attempts) I finally got an answer.NDMH has been unable to answer very basis questions around whether the insurance I shifted to in July of 2024 would be accepted.Months where there was no visible evidence in billing materials that my payment had been applied Suspicion of fraud, given false charges (later removed), and seeming lack of application of payment, with no effort to get in touch with me to explain the situation Dozens of emails and phone calls, taking hours of uncompensated time, to get satisfactory answers to simple billing questions Passed around from person to person with no single person being designated to address my concerns Payment representatives being uncommunicative and significantly incompetent, and then, in the midst of discussing payment plans, charging my credit card for the full amount without my consent Absolutely no concern or recognition on the part of Transformations Network that this is incredibly bad client support, appallingly poor communication, or the kind of business operations that can be legitimately called professional, ethical, or transparent.

  Business response

  11/19/2024

   
  
  I hope this email finds you well. I am writing on behalf of New Directions Mental Health, and I wanted to formally acknowledge the receipt of the letter notifying us about the complaint filed against our business. We appreciate your prompt communication and the opportunity to address this matter.
  
   
  
  We take every patient concern seriously and are committed to maintaining the highest standards of service. If the individual who filed the complaint is indeed a patient of our business, please be assured that we will initiate a thorough investigation into the matter. Our goal is to gain a comprehensive understanding of the issue and work towards providing a satisfactory resolution.
  
   
  
  We value open communication and customer satisfaction, and we are determined to address any concerns in a proactive and timely manner. We believe that every interaction with our business is an opportunity to enhance our services and ensure a positive experience for our clients.
  
   
  
  Once we have completed our internal review, we will be reaching out to the concerned individual directly to discuss their experience, gather additional details, and collaborate on finding a resolution that meets their expectations.
  
   
  
  Thank you for bringing this matter to our attention, and we are committed to working closely with you and the complainant to ensure a fair and equitable resolution. Please feel free to contact me directly if you have any questions.  We appreciate your understanding and cooperation in this matter.
  
  
  
  
  Best,
  
   
  
  *****
  
   

  Customer response

  12/13/2024

  
  **** ******** <*********************************>
  10:54 AM (1 hour ago)
  to me
  
  Hello Ms. ************************* I was unexpectedly out of town last week on a family medical matter, and missed the notification when it initially came in telling me I had 5 days to respond.  I'd like to still do so, if there's any way that's possible.
  
  The short version of my complaint is that I believed the dysfunctions, difficulties, and lack of support I experienced at NDMH are systemic, rather than errors in the system.  I had literally a dozen unreturned phone calls while trying to resolve this matter, was emailed by 5 different people, none of whom had been previously briefed on the situation in their "attempts" to resolve the issue, and had hours of my time wasted, as well as my trust in a mental health provider degraded. I firmly believe that a mental health provider should be held to a higher ethical standard than most businesses, given the delicate nature of their work.
  
  I logged into the portal, and saw the response from *****.  While it struck the right notes, it felt generic, and seemed aimed at offering an explanation, rather than a fixing of the damage done.  I am interested in what their more substantive forms of follow up might be, ie, how will they FIX the mistakes they made, rather than apologizing, but continuing to make them, ill-serving other potentially vulnerable mental health clients?
  
  I'm interested in pushing forward whatever opportunities are available to me through the Better Business Bureau for further redress of them ***** I experienced as a client at New Directions Mental Health. I'd also be happy to discuss this by phone with you, if helpful.  My number is ************.
  
  Please let me know what the best way to proceed is.
  
  Thank you,
  ***** Jess ***************************

  Customer response

  12/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  Hello Ms. ************************* I was unexpectedly out of town last week on a family medical matter, and missed the notification when it initially came in telling me I had 5 days to respond.  I'd like to still do so, if there's any way that's possible.
  
  The short version of my complaint is that I believed the dysfunctions, difficulties, and lack of support I experienced at NDMH are systemic, rather than errors in the system.  I had literally a dozen unreturned phone calls while trying to resolve this matter, was emailed by 5 different people, none of whom had been previously briefed on the situation in their "attempts" to resolve the issue, and had hours of my time wasted, as well as my trust in a mental health provider degraded. I firmly believe that a mental health provider should be held to a higher ethical standard than most businesses, given the delicate nature of their work.
  
  I logged into the portal, and saw the response from *****.  While it struck the right notes, it felt generic, and seemed aimed at offering an explanation, rather than a fixing of the damage done.  I am interested in what their more substantive forms of follow up might be, ie, how will they FIX the mistakes they made, rather than apologizing, but continuing to make them, ill-serving other potentially vulnerable mental health clients?
  
  I'm interested in pushing forward whatever opportunities are available to me through the Better Business Bureau for further redress of them ***** I experienced as a client at New Directions Mental Health. I'd also be happy to discuss this by phone with you, if helpful.  My number is ************.
  
  Please let me know what the best way to proceed is.
  
  Thank you,
  ***** Jess ********************************************

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Since this practice changed ownership, I have repeatedly been billed for ****** that were already paid at the time of service. I ceased using this service several months ago and just received another bill for a copay I have proof of paying in February. I have tried to resolve this issue with the billing department and site management to no avail. I have a credit card statement showing the copay was charged for the service date for whivh they are sending me a bill.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter, covered under my health insurance, received 6 treatments at Transformations in Monroeville, PA which is part of New Directions. I paid in full at each visit. My insurance company ended up paying for part of the therapy ($467) which was to be sent back to me. They refuse to send me the money and it's been over a year of me calling and emailing them and Highmark. They received payment in full by me PLUS overpayment from Highmark.

  Business response

  08/24/2023

  
  I hope this email finds you well. I am writing on behalf of New Directions Mental Health, and I wanted to formally acknowledge the receipt of the letter notifying us about the complaint filed against our business. We appreciate your prompt communication and the opportunity to address this matter. 
  
  We take every patient concern seriously and are committed to maintaining the highest standards of service. If the individual who filed the complaint is indeed a patient of our business, please be assured that we will initiate a thorough investigation into the matter. Our goal is to gain a comprehensive understanding of the issue and work towards providing a satisfactory resolution.
   
  We value open communication and customer satisfaction, and we are determined to address any concerns in a proactive and timely manner. We believe that every interaction with our business is an opportunity to enhance our services and ensure a positive experience for our clients.
   
  Once we have completed our internal review, we will be reaching out to the concerned individual directly to discuss their experience, gather additional details, and collaborate on finding a resolution that meets their expectations.
   
  Thank you for bringing this matter to our attention, and we are committed to working closely with you and the complainant to ensure a fair and equitable resolution. Please feel free to contact me directly if you have any questions.  We appreciate your understanding and cooperation in this matter.
  

*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. ↩