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Business Profile

Drug Abuse Information

Buena Vista Health and Recovery

Complaints

This profile includes complaints for Buena Vista Health and Recovery's headquarters and its corporate-owned locations. To view all corporate locations, see

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Buena Vista Health and Recovery has 3 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2025

      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.
      April 4, 2025 Paid the full amount for substance abuse treatment.After an interview and check in process they said they could not accept me because I was a fall risk.They refuse to debit my credit care. They keep saying they will send a check.

      Business Response

      Date: 06/13/2025

      To Whom it May Concern,

      Here is Buena Vista Recoverys response to complaint ID# ********:

      BVR takes patient safety seriously and provides appropriate medical care to manage patient risks. Our records show we issued a full reimbursement before April 28, 2025, within our 30-day refund policy. Please call ************** with any follow-up questions, and we'll be more than happy to help.

      If you have any questions, please let me know. 

      Thanks,

      ****** *****
    • Initial Complaint

      Date:01/03/2025

      Type:Order 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.
      Was lied to by admitting. Was told that there were televisions in the room and there were not. I told them that I was going to *** and go to another facility, I was not informed that I would have to pay $500.00 out of my deposit. I did sign a contract with them that was 11 pages long and had 32 places to initial and 5 signatures. This is a facility for detox and I should have been informed of this (even though I signed a contract while intoxicated) when I went in for admission. I was not informed of this until I called billing, and they still had me on a payment plan for services that were not rendered. Thank God I called, or I would have had to fight for that too. Admissions lied to me when I asked a specific question, so I felt unsafe there as well as lied to. Not a good feeling when you're getting sober. My insurance is covering all expenses for while I was there. This is how you take advantage of people who are in a bad place and need help.

      Business Response

      Date: 01/17/2025

      Following our admission process and procedures, ********************* was verified prior to admission. Mr. ****** had a $750.00 individual deductible that had been met. Due to the fact that his episode of care would most likely run into January when deductibles reset,  staff was required to get a deposit of $750.00 that would go towards his deductible for 2025.  Mr. ****** did sign a contract which details  the patient responsibility,including the $500.00 fee for leaving the program Against Medical Advice. ********* will be refunded $250.00 which is the remainder of the $750.00 that was collected from him. 

      Customer Answer

      Date: 01/23/2025

      Mr. ******, under Arizona statute Title 44, sections 131 - 140 deal with the capacity of someone signing a contract under the influence. Although it is not a crime for someone to sign a contract under the influence, it is frowned upon by the courts if someone knowingly allows another to sign knowing that they are under the influence and possibly incapacitated (which happens to be the case in this matter). I would like to, if possible, add this response to my complaint and keep this complaint open. I will be seeking damages from Small Claims court. 

      Thank you,

      ******* ******
    • Initial Complaint

      Date:07/26/2024

      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.
      A family member was unwell and the week of May 20, 2024, they agreed to get help and get admitted for rehabilitation. Their insurance was not accepted at Buena Vista Recovery, but they offered a self-pay option for a residence program that lasted 28 days at a rate of $750/day, for a grand total of $21,000. We were able to negotiate paying half $10,500 the week of treatment and then the other half two weeks later. Their policy was to pay for services prior to admission. On May 23, 2024, I signed a Refund Policy agreement as the financial guarantor for my family member. They were admitted to the facility May 24, 2024 but unfortunately did not last 1 day in the facility and walked out within hours of admission. I have reached out seeking prorated refund per their policy.On May 26, 2024, I received a voicemail from ****** at Buena Vista asking if we were still in need of their services and left a phone number to call back. I have made several attempts to call Buena Vista, only able to reach admissions or the operator and they would direct me to Billing or say they sent a message to Billing. I have left voicemail messages to which I included the patients DOB, was clear in stating I was seeking a prorated refund per their refund policy, and left a callback number and email I could be reached at.These are the dates I called and left a message: May 28 (phone call), May 29 (phone call), June 9 (email), June 12 (phone call).Per the refund policy, refunds must be initiated within 30 days after dischargewhich I have made every attempt to initiate. As of today, I still have not received a call back number or a reply email from anyone at Buena Vista. The amount of money in limbo because Buena Vista has not called back has also had negative financial ramifications on my family and is delaying a decision if we can afford to help the patient in the future.

      Business Response

      Date: 07/30/2024

      This refund request has been resolved and processed. our Director of Operations spoke with ******** on 7/29/2024 and explained to her the refund process and the refund check will arrive in the mail by 8/2/2024 in the amount of $10,500.00. The check is going to her work address: ********************************************. A confirmation emai was also sent to *****************

       

      We acknowledge that we have received the calls, and they were not responded to timely.  This has been addressed in the organization.

       


    • Initial Complaint

      Date:06/23/2024

      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.
      In December 2023, I was working with this facility to support my son through detox and rehabilitation. Because it was towards the end of the year, they were asking for the funds to process insurance for early 2024 and asked for $1,200 down in order to admit my son December 27, 2023. My son went to this provider and checked himself out after no more than 24 hours later. Our deductible had been met for ********************************************************************************************************************** 2024. I have attempted numerous times over the past 6 months and have had no response and have not been refunded the $1200 for the 2024 payment they were anticipating. No one at this facility ever answers calls about finances, and those that do answer do not handle finances and essentially are no help.

      Business Response

      Date: 06/24/2024

      There has been no refund on this account of *************************** as he continues to have an outstanding patient responsbility balance.  There continues to be an outstanding balance of $894.40 on his account. Regardless of date of service, funds are applied to the outstanding balance.  

      I have reviewed the calls that have come in, and I apologize that your calls have not been returned.  We will be putting in a new business process to ensure that phone calls are returned timely.

       

      Sincerely,

      *********************************, CEO

    • Initial Complaint

      Date:05/18/2024

      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.
      My fianc seemed treatment at Buena Vista. I dropped him off on Sunday Ma 12th, 2024. When dropping ***** off, he had a bag of clothes and was wearing ***** glasses and a Movado watch. His ***** reading glasses were in his property listed as glasses. The watch was not listed at all. Upon leaving the facility 5 days later, due to the fact that they were unable to provide proper medical care, he was sent away with no glasses or watch. They are now lying through their teeth saying they only took pictures of his belongings. No medical facility inventories property like this. By law, they are to list on paper and in a computer system, what he had. This is unethical and dishonest on behalf of the medical facility. Over $5000 in property was stolen from him. I will file a complaint with the police department and the company themselves.

      Business Response

      Date: 05/20/2024

      We are deeply sorry to hear about your fianc's experience at our facility. We take these matters very seriously and are committed to addressing your concerns thoroughly. First, we want to assure you that we adhere to strict protocols regarding the handling and inventorying of patients' personal belongings. It is our policy to document all items upon intake, and we strive to ensure the security and return of these items upon discharge. We understand the frustration and distress this situation has caused you and your fianc. To address this issue promptly and effectively, we will initiate a thorough investigation into the matter. Please provide the patients Full Name and contact information so we can initiate our internal grievance procedure.
      Additionally, we will escalate this issue to our management team to ensure it is reviewed at the highest level. We will also reach out to you directly to discuss this further and provide any necessary support.
      Again, we apologize for the inconvenience and distress this has caused. We are committed to resolving this issue and ensuring that such incidents do not occur in the future.

      Customer Answer

      Date: 05/22/2024

      Buena Vista has not reached out to me. All they mentioned was that I could reach out to them. However, all I have is an address and a name. I am to show up at the ********** location and ask for management? Or call the direct number that was NOT given to me? How are they going to fix the situation? I want to be reimbursed for the market price of the glasses/frames plus the lenses. Or, they could kindly provide me with the STOLEN property. Bit of course, nobody will ever admit to stealing such an expensive item. The rehab facility is run by recovering addicts. Well, "once and addict, always an addict." Addicts are known for stealing. So, it is more than likely in the best interest of the company to reimburse my fiance and I for the glasses. They can easily reach out to me through their patient ****************** DOB:8.5.85. No shame in the information. They can see him walking into their ***************** on May 12th between 4pm and 6pm wearing the glasses. My contact information is in his file. I will attempt to call the establishment tomorrow. Again, this will be the 9th attempt to contact the establishment hoping for a positive outcome. 

      Business Response

      Date: 05/22/2024

      We understand the frustration and distress this situation has caused you and your fianc. We will initiate a thorough investigation into the matter.Thank you for providing the patients information. If you have further questions please contact our office at ************ and ask for ***** Director of Marketing.
    • Initial Complaint

      Date:09/18/2022

      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.
      Our son was admitted 8/22/2022. His sister paid the $795.00 you required. Our son did not receive care or medical attention until he was found unresponsive and transferred to the *** All of this we have learned from the hospital. His belongings are **** we are told he was never at Buena Vista but receipts and ambulance bills disagree. Staff at Buena Vista have given us several "stories" of what happened, he was there, he was never in their SYSTEM, quit calling, we do not have any information. Horrible place Our son died there due to lack of medical care or support.

      Business Response

      Date: 08/06/2024

      First I would like to apologize for the loss of your son and lack of communication or response to your complaint through BBB.  I joined the company as CEO in March of 2023, and the entire companys leadership team has changed since when your son came in for services.  So, unfortunately, I can only go by what I read in the electronic medical record.  I was just made aware of this outstanding complaint. 

       

      From what I can tell, when your son admitted, he did not give a Release of Information for you or anyone.  By the regulations of 42CFR for substance use facilities, the facility at that time could not confirm or deny ****** being in our care and we could not legally release information (due to not having a Release of Information on file). 

       

      In order to receive his medical record, the Executor of his Estate or the Patients (Joshuas) Court Representative would need to be the one to request his records for *******************************************************************

       

       

       

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

      Customer Answer

      Date: 08/06/2024

      First this is almost 2 years later.  Our daughter was on the release of information and she was contacted by your people of his transfer to the hospital.  I am the executor of his estate and was not given any clear information.  One call your people said he was there the next time not to worry a director would be calling.  I was simply trying to get his personal possessions and in 5 weeks after his death could not complete this task due to your negligence.   This is un acceptable.  I already have the the coroner's report that lists your companies errors so I do not want your cover up info.  

      I wanted all to hear about your poor service.  Plus, your "attorneys" already sent me the "medical" file.  They did not identify themselves in the email but I have the info!  Major HIPPA violation.  Do not send loved ones there.

      It is law that upon entering any facility a release of information has to be completed.  Again do not send your loved ones there.  Our son was supposed to be on 15 minute checks.  It was over 90 minutes when they found him unresponsive.  Check your records.

      Business Response

      Date: 08/07/2024

      Unfortunately, what is documented in the medical record, including information about a designiated ROI, emergency response, and rounding, is incorrect.  The leaders of the company at that time are no longer here.  I would be more than open to having a discussion with you if this would be helpful to you.  

      Customer Answer

      Date: 08/07/2024

      I do not accept your diversion.  You have stated the superiors are no longer their and you were not present.  The coroner in his notes confirmed the facts.  ************ and the hospital killed our son for his heart.  He was 34 years old.  Nothing you can say will bring him back or change the facts.  Congratulations you got away with murder.  You are not a TREATMENT CENTER.  You are a killing field.  

      For once be honest.

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