Complaints

This profile includes complaints for The Wave International, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Wave International, LLC

  2120 Range Rd Clearwater, FL 33765-2125

• 

  The Wave International, LLC

  7300 Grove Rd Brooksville, FL 34613

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:03/28/2025

  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.

  Dates of Transactions 1/23/25 Credit Card Payments $7,500 1/31/25 $2,500 = $10,000 On 1/23/25 Before making 1st payment I told ****** that since my daughter has a history of not showing up or not staying, I need assurance that a full refund for unused time would be issued. ****** left the phone and came back with an authorized guarantee even for their usual $1,000 fee. After making payment on 1/31, ****** said it was also time to collect the remaining $26,000. I had it ready, but thought to ask for the Contract ****** said would be sent to me a few days prior. It was emailed to me and definately not acceptable. I wanted to hold off on wiring that large sum until I could talk with someone. At that same time, I had no idea that after staying 1 night in the facility from 1/30 to 1/31 my daughter was sent to a psychiatric hospital. (I don't know the details of this transfer). My many requests to talk with someone about the refund were ignored so I filed a dispute with the credit card companies. On 3/8 I received in the mail a response Square up sent to the credit card company. An authorization form from Square up with a lot of the wording similar to the contract was dated 1/23 with my signature forged. I knew nothing about this or seen this document it wasn't mentioned at the time of the transaction and I certainly wouldn't have signed it. I must have left ****** a message because she called me on 3/8 and told me not to worry *****, you will receive a refund - they are just very busy. When I said the Wave intends to keep the whole $10,000. ****** said "I'll find out". 3/10 ****** got back to me reporting that 4 days at $1,800.00. If I knew what 4 days they claim, I would know how to respond. My daughter stayed 1 day. I feel my resolution is more than fair. If the Wave won't accept keeping $5,000 and returning $5,000 to me then I ask to be contacted and told in detail why. I'd like this just to be over with. Thank you.

• Initial Complaint

  Date:01/12/2024

  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 medical records from ********************** December, 2023 and we were given the name of the person who handles records. *******@thewaveint. An outside agency (with signed hipa) and I both attempted via mail, email and phone and received NO ANSWER. When I called, no one ever answered the phone, unless I blocked my number.I am in need of my records and am unable to apply for something I need without them! I threatened to contact BBB and still no response!!

• Initial Complaint

  Date:07/10/2023

  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 have no received full treatment and care that has been advertised on the website. Money was taken and not used for the services that was advertised. I would like a billing adjustment or my money back, there also has been refusal to send me documentation so that I may return back to work. I have been forced to reach out to the wave management because its been weeks now. I cant afford to live in ******* if I am unable to work. Horrible center, do not go here.

• Initial Complaint

  Date:04/27/2023

  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.

  04.07.2023-04.26.2023 ****** the clinical manager runs things very unprofessional and unpredictable ********** during my stay not only did she have police show up to arrest a woman named ******* and had her ***** Acted. Along with the therapist named ******* Then today on 4.26.2023 they told me I needed to leave the following morning. Since my insurance wouldnt pay any longer, then ***** decided that I could stay until Monday. Then she text a lady named ***** and she decided I could stay until my original date of May 7th. I then decided I would be leaving tonight around 5pm and called had my husband to come pick me up. ***** and ***** tried to ***** act me Once my husband arrived he was let into the gate to Check me out. They let him in. They told him I had to wait for ***** and my only choices where to stay or be ***** acted We then got in the car leaving all my possessions. I witness ****** and ******* the therapist many times trigger people so they could ***** act them. This place is ripping off insurance companies and getting Away with it and treating people horribly and cruel. ***** never showed and would only text ***** They also had the Police show up to my home, filing a false report that I was a threat to myself and others. Which the police question me and then left. Please do not let them continue to do these thing to women seeking help for mental illness

  Business Response

  Date: 04/28/2023

  We acknowledge receipt of your complaint dated 04.26.2023 and appreciate you bringing this matter to our attention. We take all complaints seriously, and it is our goal to ensure that patients receive appropriate care and treatment. 
  
  After reviewing the information you provided and the internal communication from our staff, we would like to address your concerns and provide clarification on the events that occurred during your stay. 
  
  -Our clinical lead strives to maintain a professional and supportive environment for all patients. The decisions made during your stay were based on the best interests of your safety and well-being. 
  
  -We are unable to discuss specifics regarding other clients. However, The incident involving another client and their therapist were taken in accordance with our policies and procedures to ensure the safety of all individuals involved. 
  
  -We offered you additional services at other levels of care and created a custom plan for you to stay. This decision was made to ensure continuity of care and to make sure you received the care you needed. 
  
  -We are unable to discuss specifics regarding your care. What we can say is that safety of our clients is our number 1 concern. We will act accordingly within state law to ensure that all clients are safe and free from any harm. 
  
  -Insurance has no bearing on how we appropriately treat our clients. If we deem a client is in any harm, we will make the best care decisions in coordination with our clinical team, only then do we inform insurance of our decision should a client need a higher level of care. We are committed to providing the highest level of care to all patients. 
  
  -Due to the situation, we felt it necessary to follow up on your care. Our primary concern was your safety and well-being. 
  
  Our staff is trained to provide support and care for all patients. We are here to help, and we encourage open communication to address any concerns or issues that *** arise during treatment. 
  
  We apologize for any distress or confusion you *** have experienced during your stay. It is important for ** to maintain a safe, supportive, and professional environment for all patients. We would be happy to discuss this matter further and address any additional concerns you *** have. 

• Initial Complaint

  Date:04/24/2023

  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 arranged for my daughter to get treatment in a mental health facility called The Wave on February 23rd. I provided a $40,000 payment for one month of treatment in the residential program at this facility which is advertised as world-class. After a couple days she was unhappy but she finally convinced me to move her after she informed me that the facility had mice which she personally observed and which she saw evidence of (traps, etc.) **** also had gotten into the patients food cupboard after which she was offered a new food location. In addition the medial care situation was poor. No staff could do blood work for labs routinely checked elsewhere when patients are on these type drugs nor could other medical issues be addressed. My daughter had an ear infection which had been treated in January but recurred and for which she was promised but not provided medical care. (Upon relocation to a different facility she was immediately prescribed an antibiotic for the infection. ) Additionally, one of the selling points of this facility was the outings the patients attended but in her short time there 3 were cancelled due to lack of staff. Finally, though this facility has a psychiatrist on staff, it was not clear until after she was admitted that the psychiatrist does not actually meet with patients. My daughter spent a total of ********************************************* a poor environment. Upon my request for a refund, they provided, after numerous calls, $14,800. I am ignoring the poor care level but requesting an actual prorated refund based on her nights there, $22,666, an additional $7,866 to what they already provided.

  Business Response

  Date: 04/24/2023

  We strive to provide world-class mental health services to all our clients, and we are committed to ensuring their well-being and satisfaction. However, after carefully reviewing the details of your complaint and our records, we must respectfully disagree with some of the allegations you have made.
  
  Regarding the presence of mice at our facility, we maintain strict cleanliness and hygiene standards, and pest control measures are in place. Any evidence of mice, such as traps, is a preventative measure taken by our team to ensure the highest level of sanitation. While your daughter may have witnessed these preventative measures, these steps were taken to ensure that no issues were occurring regarding pests in the facility.
  
  In terms of medical care, our staff is well-equipped to manage the needs of our clients. We follow standard practices for labs, and if any specialized tests are required, we work closely with trusted partners. They are not a required part of anyones treatment regime. Additionally, our staff is trained to handle various medical issues. We understand that your daughter's ear infection was a concern, but our records indicate that she did receive appropriate medical attention while in our care. Our nurse evaluated her and our NP provided a course of treatment. During the evaluation of the current treatment the client decided to leave against medical advice and stated upon her discharge AMA stated she would be going to Urgent Care.
  
  As for the outings, they are conducted as scheduled unless the clients are specifically refusing to attend. In this instance, as an example, we have it noted that this client chose not to attend an outing scheduled. We always prioritize the safety and well-being of our clients and minimize any disruptions to their treatment goals.
  
  Lastly, we would like to clarify that our psychiatrist works in close collaboration with our team, providing guidance and oversight for patient care. While they may not meet directly with each patient, their expertise is reflected in the personalized treatment plans created for all clients at our facility.
  
  It is important to note that, as per the contract signed at the time of admission, our services are non-refundable. However, in an effort to amicably resolve this matter and as a gesture of goodwill, we have already provided a refund of $14,800. We believe that this amount is fair, given the circumstances.
  
  We regret any inconvenience your daughter experienced during her time with us, and we wish her the best in her continued recovery.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19974749
  
  I am rejecting this response because:

  1) The mouse traps were NOT merely a preventive measure. My daughter saw actual mice while she was sitting in the main sitting area, as well as evidence of mice elsewhere (in the food cupboard and holes in a tablecloth). Staff confirmed for me that an exterminating company had been contacted in an apparent attempt to get us to stay.

  2) My daughter complained that her ear hurt and was concerned a recent infection had returned. She was told to treat her ear with allergy medicine and that someone would look at it the  next day when they brought an otoscope to see if there was evidence of infection. During the next four days, there was no follow-up at all and no otoscope exam.  Then yes, that day she discharged against your advice, choosing to transfer  to a facility in ******* which did not have mice and which saw to it that she was immediately prescribed antibiotics for her ear infection which had returned.

  3) With respect to the psychiatrist, I did not realize it was a best practice  for doctors to make diagnoses or provide direction for treatment  based solely upon second -hand information from third parties. 

  4) Had it not been for the mice and the lackadaisical attitude of staff regarding her ear infection, my daughter would have stayed at this facility for the duration of the month I initially paid for despite our disappointment with the quality of the care. Nonetheless,  I never signed any contract agreement. From the moment I told the admissions person my daughter would be coming, I started to worry about the facility based upon what I was hearing from The Wave employees and my daughter. (Eg. The day she was being admitted staff tried to convince me I should send her to a different location, no idea as to their motivation. The night she was admitted, they made her sign a jury trial waiver. )  Regardless, even if I had agreed to such a clause, it would not be enforceable when the facility was at fault for the situation.  

  Finally, The Wave says the funds refunded already represent  a fair settlement. That explains why The Wave requested my daughter to wave her right to a jury trial before she was admitted, as  I cannot imagine a jury would think paying for 19 nights at a facility is fair when someone only stayed 13 nights.  In exchange for the additional refund requested, I agree to refrain from posting a review of my daughters stay at The Wave on any internet website. 

  
  Sincerely,
  
  *****************************