Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:19/06/2023

  Type:Product 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 *************************** went to ******* ** and I paid 5000$ in two payments by *********. I was told I have to pay the cash before I go. I Paid the total amount I did not sign any forms and when i got there I was picked up.by ******************* at the ferry and he took me to his place of business. I got to the house the people inside the house were smoking outside and there was a big dog a pit bull on site. My belongings were taken from me and searched with out my consent. My medication was removed from my bag and I was introduced to the members of the group. They were all smoking and Was showed the home. The home had 4 bedrooms only. I was shown my room to stay and it was a closet , it had a cloth hanging for privacy and it was located right in the kitchen. The place was very dirty and I got really upset by how I was being treated. I went out side and I saw the pit bull eating and trying to swallow a lighter. The dog was being aggressive and I called ******************* to rescue the dog. He came out side and the dog was not obeying his command he was not able to control the dog and he chased the dog and then when he finally grasped the dog he pulled a lighter out of the dog's throat. ******************* showed anger and he was not the professional I was uncomfortable I spent the night inside the closet. The next day he told me I have to sign some papers and I respectfully declined I was nervous because he was forcing me to sign documents that I clearly declined to sign and I advised please drop me off at the ferry, I can not stay here. He got very angry and he told me I have to sign the papers , I said sorry but I'm not signing anything I'm not comfortable here. They kept trying to tell me that I must iMUst sign the paper and I said so many time please drop me off. This professional did not wash his hands and he took my medication from me and he hand me my pills and left me sitting in the closet I was so upset, he refused to let me make phone call. I called my mom and I ask her please bring me back. He told me your money Is gone. I was dropped off finally. And this place took 5000$ over night and lied to me about there services. He has been very **** ND uncooperative and he tell us he doesn't care the money is gone. I believe this man should pay me and my parents the 5000$ he took from us. Please help it's very hard to get treated like this my family is very upset and it making us very upset how he treat me .This happend in June 30, 2022.

  Business Response

  Date: 20/06/2023

  To whom it may concern in response to complaint ID ********,

  I received a call from an individual who was a mutual friend, seeking information about treatment options for *********************************** (*****). According to the information provided, ***** *** **** ***** *************** *** ******* *********** *** ******* ***** ********* ** * ************ ********* **** *** *** ** ***** **** *** ***** ** *** ******* ****** Unfortunately, ***** ** **** *****, he fell through the ceiling, causing significant damage to both the drywall and the property itself. As a result, the police were called, and ***** was subsequently arrested. Following his release, ***** expressed a desire to enter treatment.

  As per our standard policy, we require a **** interview with potential clients to assess their suitability for our program. During this meeting, we were able to evaluate some of *****'s specific needs and thoroughly explain the intake and application process. It was made clear to ***** that our program has a strict no-refund policy under any circumstances. After ***** agreed to proceed with treatment, we initiated the intake process and prepared his file for his arrival. Upon picking him up from the ferry and bringing him to our facility, he expressed great enthusiasm about the fitness component of our program.

  During the intake process, it is our protocol to conduct a thorough search of all personal belongings for the safety of both staff and clients. We had previously mentioned during the **** call and included in our intake package that we have a therapy dog named Ghost at our facility. Ghost has served as a therapy dog and has also participated in our speaker program and interactions with children at schools. Additionally, we have a designated smoking area located at the back of our property, away from the main building and other clients. Furthermore, in accordance with our medication policy, all medications are securely stored and documented under staff supervision for obvious safety reasons.

  Our facility comprises four regular beds and one emergency bed, which is a smaller room compared to the others. As mentioned earlier, we informed ***** that due to the current capacity of our facility, the emergency bed would be available for his use for a period of two days until one of our other clients graduated. Subsequently, ***** would be relocated to the largest room in the house. Given the urgency of *****'s situation, he expressed a need to begin treatment immediately and agreed to stay in the emergency bed for the initial two days.

  The following morning after his arrival ***** refused to part take in our intake process as well as disrupted the other residents and our daily schedule.
  ***** then requested to make a phone call to his family. Regarding our cellphone policy, it states that all cellphones are confiscated upon intake, and phone calls can only be made with staff permission. However, ***** requested to leave treatment, and we reviewed our discharge policy with him, which he declined. At his request, we allowed him to make a phone call to arrange his departure. ***** contacted his mother, who pleaded with him to stay in treatment. Despite this conversation, he ended the call and requested transportation to the ferry.

  Upon his explicit request and despite his subsequent refusal to sign the necessary documentation we proceeded with the discharge process which included a resource sheet and a ****** ***. We completed the discharge procedure and ensured his transition by transportation to the ferry terminal.

  Within a few hours, ***** reached out to me via phone calls and text messages, urgently asking to return, while admitting that his previous complaints were fabricated (please see attached documentation). According to our intake policy, our staff began filling out the necessary paperwork with *****, but he declined to cooperate. We understand that it is distressing for *****'s parents to have lost their money, but our policies are in place for valid reasons. I had no further communication with ***** until he called me on June 18th, almost 11 months after the initial incident.

  During this recent contact, ***** called me three times consecutively while heavily intoxicated. He was yelling and making threats towards both me and my business, demanding the return of his money. Since then, he has continued to harass me, persistently calling and spreading false information about my business online. It is important to note that we are committed to helping men throughout their addiction recovery journey. Although it is regrettable that this situation has escalated to this extent, we sincerely wish ***** the best of luck on his path to sobriety.

  For your reference, I have attached a witness statement and an email from the ******** ****** ******** (***), confirming that our facility adheres to all guidelines and regulations set forth by the ***.