Complaints

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told my insurance would cover everything minus the $30 co-pay per session. Over a year later, I was told I owed $2800+ because insurance would not cover. They said they would work with me on a payment plan so we could lighten the load. This was a lie. I was suddenly charged for the full amount with no communication.12/15/23 - $620.47 12/15/23 - $1,100.00 12/8/23 - $1,100.00

  Business response

  01/26/2024

  Hello Von,

   

  We appreciate your feedback and the opportunity to address your concerns regarding the recent issues you've encountered with our billing process. At Next STEPS Worldwide, we deeply value your feedback and the opportunity to address any inconveniences you *** have experienced.

   

   

  Next STEPS Worldwide is committed tp providing the absolute client experience possible and appreciate the opportunity in assisting you with your concerns.  Insurance companies ultimately dictate what a clients financial responsibility is according to the insurance plan they chose.  They also determine the rates providers receive for services.  We do our very best to verify all benefits before clients receive services, so they know what to expect what to pay for services rendered, but once services are billed to the insurance companies, they make the final determination for what the client is ultimately responsible for.  We do provide all clients with full disclosure of benefits quoted are not a guarantee of payment as this is exactly what the insurance companies state to our verification of benefits team.   

   

  Though these type of errors by insurance companies are not common, we do reach out to our clients that *** be affected to try to work out a resolution.  This includes advocating for our clients with the insurance payers and providing them with information to help appeal such mistakes caused not by Next STEPS, but the insurance company as well as working out payment arrangements with clients when needed.   

   

  Though we cannot engage in patient-specific conversations online, we welcome the opportunity to speak with you directly. Kindly reach out to our billing department at **************************************** or call us at ************, option 3, and our care team will assist you in resolving this matter.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our daughter came down with a 103* fever in the middle of the night between Sunday, 09/17/23 to Monday09/18/2023. She missed school for (2) days from09/18/2023 to 09/19/2023 due to the high fever, cough, sore throat and lethargy. She was scheduled to have an in-person therapy session with her Therapist at 4:30pm on Monday09/18/2023. I emailed ****** first thing@ 9am onMonday09/18/2023 to inform her that she was home sick and we would not be able to make the appointment. She called me asking when we could reschedule that week. ****** responded that she did not have any other availability that week from 4:30pm and later. Because ****** was unavailable during the non-school hours, we were unable to reschedule that week and agreed to resume daughters weekly sessions, same time and day, the following week. I received a notice through the Patient Portal from ****************************** on 09/27/23 informing me that they were charging a $125.00 appointment cancelation fee. I went through a series of back and forth messages explaining that my daughter came down with sever fever the night prior and that because the therapist did not have any other appointments after 4:30pm that week, we were unable to reschedule the appointment. They still refused to remove the charge and continued to bill my credit card on file. I advised them that I do not authorize any further charges to my card going forward, given that they freely charge whatever they find appropriate and I further formally withdrew my signature from their Cancellation Policy document, given their erroneous philosophy for the Policy.I received notice a week later that they were Terminating my daughters services and all future appointments, until I agreed to sign their Policy.I received another unauthorized charge on 10/27/2023 for $240.00 AFTER I formally requested them to remove my card from their files and that going forward I did not authorize any more charges.

  Business response

  01/26/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you and your daughter may have experienced. We understand the challenges that unexpected illnesses and emergencies can bring, and we strive to work collaboratively with our clients to address such situations.
  
   
  
  Before engaging in any services at Next STEPS Worldwide, all clients are provided consent forms they agree to and sign that also outlines in detail our cancellation policy. Clients are also provided with opportunities to reschedule any appointment they miss where they did not provide proper notice according to the cancellation policy which will waive the cancellation fee.  We do sympathize with your daughter's health issues and appreciate your prompt communication about her illness. We acknowledge that scheduling can be challenging, especially when unexpected circumstances arise. Our company follows a standard missed appointment policy designed to ensure fair treatment for all clients while also considering the needs of our therapists. We appreciate your understanding of our 24-hour cancellation policy, which is more lenient than many other therapy offices.
  
   
  
  Though we cannot engage in patient-specific conversations online, we welcome the opportunity to speak with you directly. Kindly reach out to our billing department at **************************************** or call us at ************, option 3, and our care team will assist you in resolving this matter.

  Customer response

  01/26/2024

  I am rejecting this response because:  your policy is not more lenient than most therapy practices. It is understood that a fee would be charged if we were a no show- no call. We were not. It was impossible to alert you of her 103 fever as it developed early Monday morning at 3pm. Every other Doctor and ************** we have ever encountered has NEVER charged a fine over a childs sickness. You keep mentioning the agreements you make your patients sign, however neglect to mention that you MANDATE that your patients sign these agreements and if they refuse to sign any of them, you reject providing their children therapy services. Seems very one sided and nothing more than a money making scheme rather than servicing your patients with empathy and putting the childs needs foremost. I signed the agreement with the understanding that I would be fined for not calling or showing up to an appointment. NEVER did I, nor would anyone else for that matter, think any medical or therapy profession would charge $200 for calling as soon as the office opened, to inform you that my child was very ill. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I work for *********************** Investments- through my Employee Assistance Program, I get a certain number of free therapy sessions. I called my EAP and Next Steps Worldwide therapist was one of options so I called and began therapy for my daughter. I absolutely love the therapist she sees, but the billing is horendous. They REQUIRE you to have a card on file to automatically charge even though I reqested to get billed w/ invoices and then I would pay. It is so unclear and inconsistent on what I have and continue to pay for. On 6/29, I sent a message through the portal to the billing department asking for invoices for every session or time I've been charged. Charges just come through at random times. Specifically, I have a charge on 6/19/23 for $671.98 which I have no explanation for. Normal sessions are normally around $109.18 or $97. I am so hesitant to stop using this company only b/c ********************************* has been great with my daughter, but the way I'm charged is so unclear. I want my money back for this on giant charge on $671.98 or a detailed breakdown of every session we have had and the corresponding charges.

  Business response

  01/26/2024

  Hello *****,
  
   
  
  Thank you for sharing your feedback with us, and we appreciate the opportunity to address your concerns. Regarding the charges mentioned, we sincerely apologize for any confusion or frustration it may have caused. We understand the importance of communication in our billing process and want to provide clarification on the matters you have raised.
  
   
  
  Before engaging in any services at Next STEPS Worldwide, all clients are provided consent forms they agree to and sign that also outlines in detail our cancellation policy. Clients are also provided with opportunities to reschedule any appointment they miss where they did not provide proper notice according to the cancellation policy which will waive the cancellation fee.  Concerning billing practices and client charges, we believe in full transparency which is why every client is informed of any patient financial responsibility according to their insurance policy both verbally and in writing prior to starting services.  Additionally, clients have full access to all statements and charges through their client portal.  All clients receive statements in their portal in real time for any services rendered as well as any other charges the client agrees to.
  
   
  
  Though we cannot engage in patient-specific conversations online, we welcome the opportunity to speak with you directly. Kindly reach out to our billing department at **************************************** or call us at ************, option 3, and our care team will assist you in resolving this matter.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I found Next Steps via my company's EAP program. I'm *********** 5 free counseling sessions. I did 2 sessions with a counselor and then I was informed she was no longer there and I had to start new with someone. I missed the first session with the new counselor, made the second, and then called 24 hours in advance of the 3 session with the new counselor to cancel. Nobody answered or returned my call. Those were my 5 "free" and we agreed that this wasn't going to be a good fit and that we should go our own ways. About a month and a half later I get a bill for $650.00. No statement of how they arrived at that amount, but simply an email saying all sales are final. I've emailed and called the last two days. Nobody answers my call, nobody answers my email, and nobody returns my voicemail.

  Customer response

  01/26/2024

  I am rejecting this response because: our differences are irreconcilable. 
  

  I had a bad experience from the beginning, they tried shuffling me to different providers and I believe that was the cause of the confusion.

  Me and their counselor agreed to stop seeing each other. Then I got a bill. Its not right when we agreed to stop services.

• Initial Complaint

  11/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/30/22 ****** I had one session with this establishment last year I had insurance in which I had no co-payment yet they still require you to put a card on file. I tried calling them about the charge when I noticed it on my account and they never returned my call and still haven't returned my call. When you call their number no one answers the phone. They are constantly changing providers. I need help with resolution to them returning my money. Apparently this is something they constantly do to people because if you look at there reviews mostly all the complaints are related to this same issue

  Business response

  01/26/2024

  Hello *******,
  
   
  
  Thank you for bringing your concerns to our attention, and we appreciate the opportunity to address the issues you've encountered with our billing process. We sincerely apologize for any inconvenience this may have caused and would like to provide clarity on the matter.
  
   
  
  Next STEPS Worldwide is committed tp providing the absolute client experience possible and appreciate the opportunity in assisting you with your concerns.  Insurance companies ultimately dictate what a clients financial responsibility is according to the insurance plan they chose.  They also determine the rates providers receive for services.  We do our very best to verify all benefits before clients receive services, so they know what to expect what to pay for services rendered, but once services are billed to the insurance companies, they make the final determination for what the client is ultimately responsible for.  With this being said, we do also advocate for our clients and work with them any way we can to resolve these type of insurance billing issues due to the discrepancy cause not by Next STEPS, but the insurance company. 
  
   
  
  We are happy to assist you as well any way we can.  Please send any information you have to **************************************** at your earliest convenience. We also have implemented new phone system and care team since your last visit with us making it much easier to reach a representative at our new corporate center.  If you have questions,  please feel free to reach out to our billing department at ************, option 3.

  Customer response

  01/27/2024

  I am rejecting this response because:   

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/30/21, I began services with a therapist at Next Steps Worldwide (NSWW). However, in January '22, I was informed she would be leaving. 2/14/22 I met with a psychologist for an assessment so I could be assigned another therapist. At the end of the meeting, I was informed there was additional paperwork I had to complete so I could resume services again. I waited and waited and received no response regarding the documents nor was anything posted to my NSWW portal. Without any contact for a month, I went back through my PCP who moved me to another location where I resumed therapeutic services on 3/22/22. Since 2/14/2022, I have not met with anyone from NSWW. On 8/3/22 just past midnight, I received a notification of a pending withdrawal from my bank account from "*****@easypaysolutions.com" for $186. At 10:30a also on the 3rd, I called NSWW billing, and my call went straight to voicemail. I left my contact information. At 10:31a, I called NSWW's front desk and was informed, "Many clients were experiencing this, the system was new, give NSWW a bit to go through the clients. Depending on where I was in line would determine when my debt would be fixed. I also went to the NSWW website through the contact us option, left my contact information and indicated what happened. I was supposed to be contacted back due to me leaving a voicemail and from the I email sent; however, I was not. 8/9/22, I called the NSWW front desk again. I was informed the same as my 8/3 call and to, "give it some time. If I did not hear anything by Friday (8/12), to call back. 8/15 I called back at 9:22a as requested, and my call went straight to voicemail. I have already filed a dispute through my bank as a precautionary measure due to concern of any additional funds possibly being withdrawn.

  Customer response

  09/19/2022

  Previously submitted on BBB website on 8/15/2022.
  On 6/30/21, I began services with a therapist at Next Steps Worldwide (****). However, in 1/22 I was informed she would be leaving. 2/14/22, I met with a psychologist for an assessment so I could be assigned another therapist. At the end of the meeting, I was told there was additional paperwork I needed to complete so I could resume services. I waited and waited and received no response regarding the documents nor was anything posted to my **** portal. Without contact for a month, I want back to my PCP who moved me to another location where I resumed serves on 3/22/22/ Since 2/14/22, I have not met with anyone from ****. 8/3/22 just past midnight, I received a notification of a pending debit from my bank from **************************** for $186. At 10:30am also on the 3rd, I called **** billing and I went to voicemail. I left my information. At 10:31a, I called ****'s front desk and was informed, "Many clients were experiencing this, the system was new, give **** a bit to go through clients. Depending on where I was in line would determine when my debit would be fixed." I also went to the **** website through the contact us option, left my information and indicated what happened. I was supposed to be contacted due to me leaving a voicemail and the contact option; however, I was not. 8/9/22, I called **** front desk again and was informed the same as was on 8/3 and to, "Give it some time. If I did not hear anything by Friday (8/12), to call back." 8/15, I called at 9:22a as requested to the front desk and my call went straight to voicemail. I have already filed a dispute through my bank as a precautionary measure due to concern of any additional funds possibly being withdrawn.
  

  Business response

  01/26/2024

  Hello *******,

   

  Thank you for bringing your concerns to our attention.  We apologize for any frustration we may have caused, and we appreciate your patience as we work towards resolving the billing inquiry you've raised.

   

  Though we cannot engage in patient-specific conversations online, we are confident we can resolve your concerns right away.  Additionally, we have implemented new call center and care team since your last visit with us making it much easier to reach a representative at our new corporate center.  If you have questions,  

   

  Please reach out to our billing department at **************************************** or call us at ************, option 3, at your earliest convenience, and our care team will assist you in resolving 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. ↩