Complaints

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here is review from ******* "Avoid this place like the plague. I was recommended by my insurance (BCBS) to visit for services - as they were in network and the cost to me would be $0.00 after relevant BCBS membership discounts were applied. After waiting a month to be seen - I was informed hours before my initial visit that they would be charging me full price. Astonished, I patiently explained my benefits breakdown and their billing team was still adamant that they required payment. They then advised that what they could "do for me" is take payment and then refund me after they received the *** letter from the insurance company. Well, the *** letter finally arrived just in time for my second visit (a month later) which plainly stated that after the in network membership savings are applied - the cost to me should be $0.00. The office then charged me AGAIN, full price for a visit after I was misled by their billing team that I would either be refunded or have a credit balance applied to my profile once they received the insurance benefits breakdown. I was condescendingly advised to "talk to my insurance" about the issue - which I had done several times. Each time being advised by BCBS that even though my deductible had not been met, my " in network membership savings" would mean my cost should be $0.00. This led to the unfortunate and abrupt end of mental health care - save yourself the stress and find psychiatric care elsewhere."They ultimately charged me $209 for my first and second visits, a total of $418. Plus, they advised I had a credit balance of $84 on my account and I paid $40 toward my account the day before my 2nd visit. Considering the credit balance and $40 payment - they overcharged me $124 if we assume that my health insurance discounts were not applied. However, I confirmed with my health insurance that I should not have been charged anything at all.Attached is my *** from BCBS from my initial visit on 8/31/22. Second visit occurred on 9/26.

  Business response

  10/20/2022

  
  
  My name is **** and I am the billing manager at Roots Behavioral Health. This is regarding Complain ID: Re: Complaint ID ********. 
  I recall that the pt was made aware that what we collect up front is an estimation based off of what we get from the benefits breakdown online which is not always up to date which is why we tell our patients it is not 100% guaranteed that we have the correct breakdown. Its says this in every appt confirmation a patient receives prior to their appointment.
  The patient was made aware that we were waiting for insurance to come back before refunding the amount. I happened to check early this morning and noticed his insurance did pay most of his appt but he was left with a $25 co-pay. I have no problem refunding the remaining credit as the pt was originally told. 
  I spoke with the ****** today and he stated he had already submitted a dispute through his bank over a month ago. I told the pt I havent received it, and if it was over a month ago prior to the claim coming back I would have rejected the dispute given the pending payment from insurance. 
  The pt told me that he was fine waiting for me to look for the dispute and if I rejected it I could just refund it on my end. 
  Let me know if I can answer any questions or if you prefer to speak with me.
  
  Best,
  
  ***********************
  Billing Manager.
  ************-Direct Line
  ************- Office
  

  
  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Business retaliated for review, but still maintaining credit card information

*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. ↩