Complaints

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• Initial Complaint

  Date:04/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this business to request medical records, I was told it would cost $140 to get my records prepared. The receptionist emily said they could take it out of a $500 credit I had on my file. I let them know it is illegal to charge for medical records due to HIPPA. They've given me paperwork but no refund
  I am owed $500 for overpaying for
  services. Everytime I call to get an answer there is no update. It's been 2 months now. please help me get my refund

  Business Response

  Date: 05/07/2025

  Please be advised this client has received their records twice.  First at the conclusion of their assessment and again following their later request.  This was done "without any charge."  All clients sign an informed consent in which they agree, "Any additional time requested by clients to submit the treatment plan, prepare a case summary, or provide a comprehensive bill to their insurance company, is charged at the counselor's usual clinical rate as posted in the ****** *** ******* Associate's Informed Consent Agreement."  Note:  Our services are not typically covered by insurance providers and we therefore "do not accept insurance assignment."  Any client request for the counselor to provide this is billed at the counselor's typical rate.  This appears to be the basis of the misunderstanding of the initial request that resulted in the $140 charge (1/2 hour of counselor's time).  This was later clarified and waived within a couple of days of the client's request.  No payment was ever made by the client.  We only charge for record copying as authorized under HIPPA guidelines.  

  Upon the client's request, the $500 credit balance process was also begun.  We do not have a full-time, inhouse bookkeeper.  Once a request is received it is forwarded to the bookkeeper for account review.  Once reviewed, pending any outstanding charges and payments, with confirmation of the balance due, the payment is prepared and then forwarded to the client.  My understanding is the payment was sent to the client before this complaint was received.

  Therefore both matters are resolved.  The first was resolved weeks ago when the misunderstanding occurred.  It is my understanding the second was resolved within the last couple of weeks, once the refund process concluded.  Any outstanding charges and payments must be cleared before a credit refund can be made.  If the client's account had any regular insurance company charges these needed to clear.  Insurance company's typically take 30 to 60 days to process any outstanding charges and payments (co-pays, deductibles, co-insurance) and if secondary payors are involved, this timeline can be extended even further.  I do not know the particulars about this client's account but this is standard procedure.

  We of course apologize for any misunderstanding or perceived delay in the process.   

  Sincerely,

  *** ******* *****