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:09/17/2025

  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.

  Contract for credentialling for ******** and ******** was signed on April 2, 2025. -1st communication that applications for credentialing for ******** and ******** were not submitted due to System Failures and Process Errors August 11th, 2025 at 306pm -I was advised you would refund the 700 dollars paid and rectify the problems. -On August 15th, 2025, I received an email that said, Thanks *****, I will get cracking.-On September 8th an email was sent asking for an update.-On September 9th, 2025 an email was received that stated that the applications were not on file. And that you could bill **** to try to get payments. This was never identified or communicated since August 15th, 2025. If anything was lacking to submit applications, this should have been communicated immediately via email AND phone call. It was my understanding you had all credentialling items. I was not afforded the information to provide to complete applications.-In your email this morning you also have not identified anything missing for the applications at this time, either. -You keep advising that it can take 3 to 6 months to gain credentials. We are in the 5th month and applications have not been submitted.-This is causing significant harm to not just Shilohs Joy ********** but personally to myself as sole proprietor.

  Business Response

  Date: 09/26/2025

  Although this was an unfortunate situation, we agreed to refund the amount requested by the customer as well as complete other contractual tasks without further compensation. The contract terms that the customer agreed to does not provide for any additional remedies beyond the refund and mutual termination, which was granted in this case. Communications regarding timeframes for credentialing were provided at the outset and not exceeded, but we did work with the customer on communication preferences and timing should she have desired to continue the services A refund was issued 09/11/2025 and placed in the mail certified 09/12/2025. As of 09/26/2025 the notice says the package will arrive later than expected, but is still on its way. As of 09/16/2025 the Notice said its moving through the network and in transit to the next facility.
  
  If the complainant would like to have an ACH transfer or other form of refund they should contact us to resolve the issue directly.

  Customer Answer

  Date: 09/29/2025

   
  Complaint: 23862024
  
  I am rejecting this response because: At minimum this has caused a 4 month delay in my capacity to bill and start my private practice. If I average what I intend to schedule for my case load and at the ******** payment rate of $97 per client hour, 27 client hours x $97 x 4weeks/month=10,476 per month x 4 months of no movement towards credentialing = a loss of $41,904. I understand that the credentialing process is a 3-6 month process but when there has been a 4 month delay that then becomes a 7-10 month process increasing the losses and potentially causing me to loose my business. I do not believe that the refund and release from contract is sufficient in light of this significant loss of revenue and livelihood. Which if we look at the new time lines for when I may be able to start billing and having an income from my private practice and taking the potential billing ability of $10,476/month that it is a potential loss of at 7months out $73,332 to a potential 10 month loss of $104,760. Brooke Credentialing has taken not accountability for this significant loss of income and potential loss of my private practice. This includes being not willing to take the effort of ******* applications to attempt to rectify this significant delay. Please see email communication around this topic.
  
  Sincerely,
  
  ***** ***