Complaints

This profile includes complaints for Serenity Mental Health Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serenity Mental Health Centers

  20950 N Tatum Bld Ste 380 Phoenix, AZ 85050

• 

  Serenity Mental Health Centers

  1501 N Gilbert Rd Gilbert, AZ 85234

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:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This Mental Health Center is asserting a policy for charging patients that is not communicated to the patients. The policy verbally described to me is: If you do not confirm your regularly scheduled appointment the day prior to the appointment, they will "attempt to fill your appointment slot but if (we) cannot, you'll be charged the no show fee". The situation is as follows: I made my appointment 3 months prior in person for 5/2/2025 10:20 am. I gave no indication that this appointment would not be attended. I was sent a confirmation text 4/30 with an option to confirm or call to reschedule. I did not respond. 5/1 I received 3 calls from a number identified as "****** ********" which I did not answer as there was no identification of it being health care nor was there any messages left. 5/1 at 1:31 pm I received a text that said "This is Serenity. We haven't heard from you regarding your appointment at 10:20am on Friday May 02 2025. Please confirm your appointment by 4:00 pm. If we dont hear back from you today, we will attempt to fill your appointment slot but if we cannot, you'll be charged the no show fee." I called and was informed this is policy to release appointments not confirmed the day prior to other patients and I would be charged a no-show fee even before the day of my appointment. When I went in office I requested all of the patient agreement forms and office policies. The no show agreement only said if I do not show for my scheduled appointment I can be charged. Nothing about prior confirmations, charges for not confirming or releasing appointments. When I asked for that policy in writing, or how that policy is communicated to patients, I was not given any information. when asked why it was never enforced on my prior unconfirmed appointments, I was told it is only enforced when a wait list exists. I want a copy of this policy and how it is issued to patients as this is unethical to enact policies that monetarily charge patients without notification.

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 recived emails 5/1/25 I recieved text messages 5/1/25 ************ has obtained my personal information without my consent and started emailing me insisting I requested an appointment with them. I blocked and reported them as spam, so they started text messaging me . I called them and was asked for more personal information, when I refused to give more information, I wad told they couldn't remove my information without me giving it to them due to hippa. ****** . I never filled out anything online nor did I provide my information to this company. I was looking for a friend's obituary on an Arizona site a few days prior to this, but did NOT put my information in at any time or place while viewing obituaries. I believe this company has used data capture to obtain my information . This seems like a very shady practice for a company that provides health services of any kind. They should have to account for how and why they are obtaining personal data.

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 was attempting to reschedule an appointment with this business and they told me $150 cancellation fee would apply because I was cancelling. I called around 1 PM 3/11/2025and in the text message that they sent me they stated I had until 4 PM 3/11/2025 to cancel. I have previously rescheduled an appointment with them, and they did not apply that fee. I made mention to the office of this, and also let them know that in none of the policy statements that I signed, nor in any of emails that they sent me, nor in any of the text messages that Ive received from this office, does it say that the cancellation fee also applies For rescheduling. After speaking to 3 people they then told me that the first time the fee is waived I made mention to them that That was an explained before and that also wasnt any of their physical statements emails or text messages. And it seemed as if they were picking and choosing when the policies applied And it seemed as if they were creating excuses to cover why they didnt follow their policy to start. However, they continued to lack as to why they dont have this written out for their clients. This is a mental health facility and it seems very predatory and deceiving to not clearly state this in anyway. Upon looking at reviews of this facility, I have found that many people are also experiencing similar Situations. It seems as if clients are being looked at as billing opportunities, and this business jumps When the opportunity presents and itself to take advantage of. I feel that this should be reviewed and would like the fee to be erased from my account Given that they had no explanation to any of my questions and when I asked to speak to somebody who could answer me or even get contact information for them, they denied me. I would like to report this because it seems like this company has become too comfortable picking on people who are in very vulnerable states.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On February 10, 2025 I made an appointment with this clinic using Zocdoc. I was left a voicemail to call to confirm the appointment. When I called they had no record and told me that they actively know ****** schedules false appointments and that they have nothing available for two weeks despite me having a booked appointment with a provider through ******. Their booking system gives no notification that what you may be booking is not an actual appointment. Theres also no message to follow up with the clinic to confirm an ************** shows as booked and yet a day later, I got a voicemail to call the clinic to confirm the appointment. But in confirming the appointment they said it doesnt exist. my issue is that this is a known problem at their clinic according to the receptionist and yet they do nothing to resolve it. When I asked to speak to a supervisor I was denied. when I asked to make sure that my complaint was passed on, There was no reassurance given that it would be. And since I was denied the ability to actually provide my complaint to a supervisor, I cant trust that it actually went anywhere. As is a mental health clinic, I would expect higher service and confidence in appointment scheduling, so they should not schedule appointments through a system when they know that its not actually scheduling appointments. But to their patient who may be experiencing about the health crisis, it looks as though they are scheduling appointment. This seems very dangerous.

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair 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 to schedule a new patient appointment a few months ago but decided to cancel. Since then Serenity Mental Health Center in ******* has been calling me almost every day about rescheduling an appointment even after I called an asked them to take me off their call list. I tried blocking their number but the call still comes through so I let it go to voicemail. I am tired of deleting their messages and I am reporting them for harassment.

  Business Response

  Date: 01/20/2025

  Hello,

  From Serenity, we sincerely apologize that we gave the impression that we have been harassing you. At Serenity, our mission is to help as many people as possible to receive the help that they deserve to improve their lives. With this goal, we do strive to reach people who may have missed or cancelled their appointment but would like to pursue treatment. We reach out to our patients to make sure that they have the opportunity to improve their quality of life. This persistence benefits many patients, but we realize that in this case we should have done a better job.

  We are also a growing company with many new employees. When you contacted to be taken off the call list, your request was not handled properly, so those steps were not taken. I apologize for the inconvenience that this caused you. Since we have received this message, I have reached out to the manager over our call center to better instruct the agents. They have also left notes on your account that you should not be contacted. Our IT department also helped to move you to our no-contact list.

  I apologize again about the frustration that this has caused, but wanted you to be aware of the steps that have been taken to reach a resolution. 

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was inquiring about the services provided by Serenity Health once I hit submit, I was called with in two minutes of my submission. After discussing the services provided, I wasn't sure this was a good fit for me but felt pressured into making an appointment. This was approximately 7 pm on 8/15/24. After further discussion with my husband, I decided to look at other options for possibly a better fit for my needs.I called Serenity at 6:44am on 8/16 to cancel my appointment, I was told that there would be a $150 cancelation fee, because I did not provide a 24 hour notice prior to cancelling my appointment.I was not informed of a cancellation fee, and I did not have an opportunity to cancel 24 hours in advance because my appointment was made only 12 hours prior.I have made 4 attempts to resolve this matter, I have requested a transcript of the call.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My trouble with Serenity mental health center ******* location started in January 2023. I was lied to about the cost of the co-pay before the treatment started and then didnt get a bill for 2+ months so was totally unaware they were billing me $60 more than they quoted for every visit. My own research found that someone at the center called my insurance provider 4 times, in one day, to get the co-pay amount and was give 3 different rates. One quote ($75) was given to my technician ***** MINUTES before my first appointment and she advised me the co-pay would be $15. Why the 4 separate calls? Why tell me the co-pay is $15, when minutes before she was quoted $75?I attempted to resolve the issue with the centers manager, ****. He said once my treatment was complete he would adjust all the co-pays from $75 to the rate quoted to me. Now they refuse. I have been trying to resolve this for over a year, but they refuse to respond.Because I am an ethical person, I have already paid the full about for my treatment according to the co-pay I was quoted. The bills keep coming for the difference.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had an appointment with ********************************* at Serenity Mental Health Centers-******** on 5/25/2024. Throughout the appointment, **************** was aggressive, accusatory, and highly unprofessional. She was dismissive of my concerns and prescribed me medication in a dosage that was double what I had previously been taking, which I was adamantly against and did not agree to. She advised me to take the medication as needed, but upon looking in my patient portal and speaking with my pharmacy te ensure the information was correct, the prescription had been written to be taken once daily. Considering this is a Level One narcotic, I was highly concerned about making sure that I took the medication in accordance with the prescription label, as taking it in any other manner would be considered medical non-adherence. When I reached out to the office to rectify the unpleasant experience that I had had, I was transferred to a new provider and told that this experience would be taken care of.When I logged into my patient portal on 6/17/24 to pay the charges from my first visit, I noticed that I was billed an additional $198.84 to my account for the 5/25 appointment. I have reached out to both the office manager (6/17) and a manager from the corporate phone number (6/18) in regards to being billed for this service, as the service that I received was unprofessional and was an unsafe representation of medication management. I suggested several different amicable resolutions to the problem at hand, but neither the local office manager nor the corporate representative seemed willing to discuss such resolutions. I am looking to file this complaint to help facilitate a reasonable resolution, as I do not feel that I should be held wholly responsible for the cost of a service that handled the management of my medication negligently.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  serenity mental health center in ******, ** was great until everything went out the window. While I was there they stated they took my insurance. Then I received bills for the sessions with the doctors. I also then had a treatment done at their facility and the treatment was disturbed. During this time people where laughing and screaming and slamming doors. I complained to the nurse, then complained to the on site manager after 3 weeks of calling and leaving messages. I have now left voicemails, messages, written letters and have not heard back from one person. Each time I have called they say he or she will call me back and they have not. I now have a bill in my name for $1400. They should not be charging me for a dime. My insurance has confirmed that they paid for what was covered and that the only thing out of pocket was the treatment. I was told by the manager that this amount would be covered by the company. For a mental health center, this place should not even exist.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Serenity Health Centers have a consistent common practice of overbilling and overcharging anything over 20 minutes, even when the appointment is NOT over 20 minutes.I've tried many times to resolve the issue with no response. The phone numbers reach a main hub in **** and there's no direct line to the office. Several messages have been left for the office manager, ********, and I have never received a response.I'm requesting to have the overcharging removed/credited, and I will satisfy the remaining balance of what my health insurance didn't cover, which is only fair.Please see attached billing documents.Thank you ************************** Total $1320.00 *Overcharge Total $460.00 **************************************************** Payment $760.90 *Total Patient Responsibility Minus Overcharge $99.10