Complaints
This profile includes complaints for We Level Up's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/12/2025
Type:Status:ResolvedMore 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 facility (out of **********) is harassing my husband and now myself because he chose to not receive treatment at this time from them. We have both blocked numbers and they keep calling and being rude and forceful. We have both told them to stop calling. We do not owe them money nor did he even go to their facility. This is strictly harassment and bullying on their end.
Business Response
Date: 07/22/2025
Thank you for reaching out. We're sorry you've had a poor experience with us. Upon the initial review of our records, we've identified some misundestandings in communication. Since some services were received the complainant was being contacted by our collections department to obtain payment for initial patient responsibility which was addressed on the initial call with We Level Up's intake team. We've assured that our ***************** will no longer contact the complainant which is a standard process, however our collections team will have to reach out to the patient until the patient responsibility is satisfied. We will aim to do so via mail to accommodate your requests. Please advise if there is an error in our findings.
Customer Answer
Date: 07/22/2025
Complaint: 23590703
I am rejecting this response because:
Zero services were received at any time. *********** never set foot on your facilities grounds. There should not be any charges
Sincerely,
****** *******Business Response
Date: 07/22/2025
I apologize for the miscommunication... it appears that the prior provided information was regarding a different patient with similar identifying information. You are accurate, since you've never been a patient... you have now been placed on a do not contact list with your contact information deleted and should not be receiving any further communication from We Level Up.Customer Answer
Date: 07/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:04/21/2025
Type: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 was held against my will.. I had to walk 6 miles away as they refused to let me have my phone or personal belongings. I had no way to retrieve phone numbers to call my family the entire time they held me prisoner. I injured myself leaving. I want all my personal belongings immediately from this horrible group of insurance thieves.Customer Answer
Date: 04/23/2025
Because I was denied for 3 days the return of my wallet, credit cards, cell phone with stored phone numbers, I had to walk and use another business phone and call the only number I could remember, a friend in *******. They sent an **** to ********** to take me to family, which cost me $125. I called and recorded 3 phone calls trying to arrange picking up medications and personal belongings. Nobody would return my calls.. I contacted the *************************************. After driving 2 hours from families home in *********, it took 3.5 hours of waiting for them to get my personal belongings. I want reimbursement of $250 for my **** away and the payment I had to make for transportation to get my personal belongings.Business Response
Date: 05/05/2025
Upon the review of the documentation, it appears that Mr. ***** has already been provided his belongings according to our records. It appears that at the time, he has eloped without his belongings upon denial of the *** procedure acknowledgement which explained the expectations, process and delays in different aspects of it to help the patient make a decision towards staying and completing treatment. Nothing in the chart was identified to have been out of compliance, however Mr. ***** did voice multiple concerns relating to supplemental concerns.Customer Answer
Date: 05/20/2025
Complaint: 23232854
I am rejecting this response because: I had been told by initial therapist that after detox I could discuss options, the therapist (****) quit for another job. I was just folded into residential with zero therapy sessions after the initial visit! You called my ******************************************************************************************************************************** I could. It was your unorginization and complete disarray that prompted me to ask the same questions and be avoided for 5 days. I injured myself walking away with zero ways of contacting my family or to pay for anything to get to safety!
It cost my $200 to get back the next day, facing the same unorganized staff, who nobody could give me an answer on my belongings, that caused the sheriffs **** to be called and 5 hours or delay!The fact that you take zero responsibility for the ball being dropped, and permanently NEVER trusting a rehab with my health again sickens me!
I want an apology letter and the funds that it cost me reimbursed,
Sincerely,
******* *****Business Response
Date: 05/29/2025
Thank you for sharing further details. Upon review of the chart, it is noted that since you refused to speak to any staff or follow the *** process nor signed the *** form which includes the process for promptly returning belongings, it constitutes an elopement, choosing to leave your belongings behind. The chart further identifies that you have received and signed for your belongings the following day upon returning to the facility for it. Additionally it doesn't appear that any treatment services including therapy sessions are out of compliance with the regulatory requirements as documented. Furthermore, there is authorization to reach out to approved emergency contacts for any financial support of outstanding balances, if any. Though it saddens us that you feel you had a poor experience, we are unable to issue any reimbursements that you are alleging you've incurred.Initial Complaint
Date:02/12/2025
Type:Status:ResolvedMore 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.
3/16/24-3/24/25 This is a very sketchy business. I was admitted to the facility with the promise of detox from *******. The withdrawals were horrible and i was left to suffer and hallucinate and felt like i would die. They were confident that they could detox me, but I learned that it is impossible to detox off ******* in a short time, It takes years!!. I was held hostage and all my phone calls were monitored. If I said anything to complain to my family, they punished me with no food or medication. The also punish you by making you wait and wait to get meds or see the doctor and withheld food. We paid in cash and they agreed to provide a bill to submit to insurance. They refuse to provide any CPT codes, Diagnosis codes, the *** or EIN. I have called at least 25 times over the course of 10 months. Not they have blocked my number and I cannot get through unless I use an alternate phone number. The nurses are mean and cruel. This is a money making scheme targeting vulnerable people. I have searched and all the insurance that they claim to accept do not have an *** for them. They may be under some shell company. It's just to make money and they do not care. They also lied about being able to contact their family. The only reason they let me out was because I didn't use insurance. If I had, they would have held me against my will. I still have nightmares about this placeBusiness Response
Date: 02/24/2025
Thank you for reaching out on this matter as we take all concerns and allegations very seriously. Upon internal review we have identified that the patient he received appropriate treatment in accordance with applicable rules and regulations. No adverse actions were taken, including withholding medication or food or any punishments, against the patient. There were no abnormal delays identified throughout the treatment of this patient. It appears that the initial requests fo the codes and provider information was not passed along to the right department, however we have since been in touch with the patient, provided the requested and are cooperating with additional requests.
Customer Answer
Date: 03/06/2025
Complaint: 22935061
I am rejecting this complaint because it is only partially solving my issue. I just want to put this experience in the past. But, I need the claim form signed by the doctor. The contact agreed to try to do this so that I can submit it.I still need the form signed
Sincerely,
******* *****Customer Answer
Date: 03/08/2025
The company provided a signed claim form. I am satisfied with their redponse
Initial Complaint
Date:01/03/2025
Type: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.
This company falsely advertised as a business serving my local area, collected personal information from my partner and contact information for both myself and my partner, and is now continually harassing both of us. We keep blocking their calls, and they keep calling from new phone numbers. We have already requested that they delete our information and stop calling, but they persist.Business Response
Date: 01/09/2025
Thank you for reaching out to us. We take these sort of allegations very seriously and have commenced a full investigation to assure that all of our marketing vendors advertise appropriately and without any misrepresentations, holding them to the agreed upon legal standard. Please note that we have a rigorous audit process that includes our online presence with the appropriate standard to reflect accurate information. Separately, we've identified that once our staff was asked to not call and remove the phone number from the system, it was immediately done so. We apologize for any inconvenience. Please feel free to reach out to us directly for any follow up or additional information at ************.
Customer Answer
Date: 01/09/2025
They are lying. They have continued to call both phone numbers despite being told not to call again on at least three separate occasions. Every time we block a number, they switch to a different one. They claim to record all the calls, so they should know this.
Most recent calls were on 1/6 and 1/8. Screenshots attached.
************ and ************ are our phone numbers that they call.
Customer Answer
Date: 01/10/2025
Complaint: 22762375
I am rejecting this response because:They are lying. They have continued to call both phone numbers despite being told not to call again on at least three separate occasions. Every time we block a number, they switch to a different one. They claim to record all the calls, so they should know this.
Most recent calls were on 1/6 and 1/8. Screenshots attached.
Sincerely,
***** *******Business Response
Date: 01/14/2025
Our Internal Audit Team as reach out to the ********************** and can assure that you will not be contacted any longer and the representatives responsible for the calls made on the below identified dates have received the necessary training to assure this is resolved and to assure no similar future.
Initial Complaint
Date:09/24/2024
Type: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.
Facility was understaffed and at times basic needs were not met. Intake team is dishonest when promising potential clients what would be provided such as a gourmet chef that would take care of special diets, no vegetarian food provided for days and meals arrived from off site location was cold and *****. Staff use intimidation tactics to attempt to persuade clients to stay if client attempt to leave such as statements such as all belongs would be held for 48hrs and if you leave you will end up on the street without access to phone or money in a bad area of town. Clients family was called and given false information such as above and client brought into room and ambushed with family waiting on speaker phone. Clients unable to make phone calls due to short staffing and 10min calls only allowed twice weekly on Friday, Saturday or Sunday, staff did not respect time differences and told client the time they can call and often unwilling to accommodate this. Staff often appear burnt out and passive aggressive with clients.Business Response
Date: 10/11/2024
Upon the receipt of various allegations from this client, we've conducted an internal investigation including auditing phone calls, reviewing the patient's chart, staffing schedules; and interviews of facility leadership to address the concerns. It appears that based on our findings, though the patient may feel unsatisfactory, we have followed our policies and procedures in line with all applicable laws and regulations. Please note that we are not at liberty to discuss PHI of other patients however all complaints are taken seriously by our compliance team and if anything is to be flagged it would be promptly addressed.
We are sorry that the client had a poor experience with us that different from expectations and also always look to continuously improve.
Initial Complaint
Date:09/02/2024
Type: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.
When being told about the place *********************** completely LIEDit was the switch and bait. ***** told me the Tarmac FL location was a 10 bed facility for women. He told me I would absolutely have contact with my familyNOT! He failed to mention the strip search, and lets not forget the squat and cough upon arrival. Or the monitor thats placed on you so staff can track you.This place should be shut down ASAP! If I didnt know my purpose I know it now.I cant forget the incompetent Therapists ** ****** and ** ******* According to the their handbook a therapist would see the new client within ***** hours, NOT, I had to go look for my therapist, ** ******* Im giving much grace by using ** in front of her name, when I finally made contact with her she was annoyed and bothered. I attempted discharge the evening before I was told by ****** because it was the weekend and it couldnt be done but she would leave a note for *********** she did NOT do! We cant forget the no-show facilitators that did not up for group.The entire process was sickening. People In a vulnerable state come to the rescue expecting help, this place traumatizes clients in a huge way.Business Response
Date: 09/03/2024
Thank you for reaching out to us with, we've started an internal audit to review your allegations and upon initial findings we've had an opportunity to review your initial phone call and identified that the representative you were on the phone with advised that we are a women-led business with 10 bedrooms and an individualized therapist all of which is accurate and services that were provided were in compliance with the required treatment during the short 4-day stay with us. Please note that we've identified that no funds were obtained nor due for services so there is nothing to refund. The only spend that appears to be associated with this patient is the funds paid by the patient for the flight to come to our facility, which we are not inclined to refund as there are no misrepresentations on our part and we do not pay for patient travel. Please note that the internal audit has not been concluded yet but we will provide an additional response if anything else is identified and is conflicting with the information provided.Customer Answer
Date: 09/17/2024
Complaint: 22227867
I am rejecting this response because:The Business absolutely, mislead me when the person on the phone stated that the business was a 10-bed facility for women. The person never mentioned men and women facility. Just like he never mentioned the strip search or having to wear a monitor while at the facility.
My short 4-day stay was definitely due to being misled initially, the entire process was traumatizing. The business is obligated to be forthcoming in the in-take process and do away with the ambiguous verbiage when dealing with people in such a vulnerable state.
Sincerely,
*********************************Business Response
Date: 09/19/2024
I would like to reiterate any misunderstandings that took place during your communication with our staff and as an action of good faith only, we will oblige with your request or a reimbursement. A member of our compliance team will be reaching out with ***** hours with additional details.
Customer Answer
Date: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Flight Fee being refunded.
Business Response
Date: 11/08/2024
Please see attached documentation showing that our company has resent the check to the complainant via ***** which offered tracking of the package. This appears to have been delivered yesterday. Please advise if there is any other concern that we can address.Initial Complaint
Date:08/25/2024
Type: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 have been contacted by this company incessantly, by text several times a week, via email nearly every day. My wife contacted them and they confirmed I do not owe any money, as insurance covered my stay, yet I continue to receive mail saying I owe $8k. They are defrauding insurance companies and we requested no contact and yet they continue.Business Response
Date: 09/03/2024
Thank you for reaching out. We have commenced an internal audit to review your complaint and allegations and though the investigation has not been completed yet, we have found that there may be some miscommunication. It appears that the client was with us several times and only has an outstanding deductible/copay amount from the first visit only in the amount of $8,540.01. The 2 subsequent stays should have no amount due associated with them as the maximum out of pocket would be met. The total amount that WLU is attempting to collect is the outstanding from the first visit. I'm not sure why the disputed amount shows to be $75K, but we are following our standard policies as well as staying within compliance of applicable laws and regulations to attempt to collect.
Initial Complaint
Date:07/16/2024
Type:Status:ResolvedMore 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.
We Level Up has been harassing me for over a year and a half. Calling me every month. I have asked for them to please stop and they dont listen. Anyone Ive spoken to is rude and doesnt care what you have to say. They laugh and talk down to you. If you read the reviews from any city they are in, it would tell you enough about how they run things. Its insane to me how they are still an open business. I just want them to please stop calling me what they did to me already in the facility was already traumatizing enough.Business Response
Date: 07/25/2024
Please note that we have fully refunded this complainant over a year ago and have not made any attempts to reach out or collect since then. It is unclear as to the current allegations of continued contact attempts. We are saddened to hear that the patient had a poor experience while with us as we are committed to being compliant and going above and beyond or our clients.Customer Answer
Date: 07/28/2024
Complaint: 21998182
I am rejecting this response because:
We level up has responded to this by saying they refunded this complaint and hasnt reached out over a year and half, which isnt true. They harass me every other month by calling me. I wouldnt be making a complaint if that was the case. At this point I dont know what else to do but contact you guys because it wont stop. They dont take accountability and are lying. I want my number and information removed from there system so the harassment stops. Moving forward what is the next steps?
Sincerely,
***********************Business Response
Date: 08/12/2024
We appreciate your response and though we are not sure exactly who is contacting you, we can offer to remove your contact information completely from our records to assure that no department tries to contact you for any reason whether it's for collection or alumni or any other purposes effective immediately. We hope this helps address your concerns.
Customer Answer
Date: 08/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:04/10/2024
Type: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 spent 3 weeks at their facility and every day they told me it would be covered in network and I would only have to pay my in network deductible. Now that I'm out they're saying it's out of network and they're charging me $15,000 put of pocket. They are liars and thieves. Shut them down ASAP. They are liars. They will steal your money. The entire staff will lie to your face and say things are "in network" and then they will charge you out of pocket when you leave. This is the most unethical business I've ever worked with. Run far and run fast if you ever consider working with them.Business Response
Date: 04/11/2024
Hello,
Thank you for your incremental complaint and second duplicate review for this exact matter. Kindly know, a special accommodation and good will offer has already been extended and has already been accepted on Apil 8th, 2024 in which your and/or your family member have agreed to.
It is unfortunate that you've had a poor experience with our organization, however based on our initial review, it appears that you have been in contact with out finance team regarding the outstanding invoices and have been offered a debt settlement amount on Apil 8th, 2024 which your and/or your family member have agreed to. Our team will reach out to you again to assure that there are no concerns on this or any other matter.
Thank you and best regards,
Customer Support TeamInitial Complaint
Date:03/16/2024
Type: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.
Poor communicationCustomer Answer
Date: 03/17/2024
Your email to Christian ***** has been sent.
Here's what you wrote:
Please reach me at your earliest convenience. Patient Caseload size and Ethical standards for proper medical Dsm diagnosis and Rx timely observation outcomes and patient outcomes for optimal standard of patient care. The courtesy of a reply is appreciated in advance as we strive to care for our loved ones. Thank you, ********************* ************ ***********************
Contact info:
************************
*************, 92657
Tel: **************
************************'s ProfileCustomer Answer
Date: 03/17/2024
Your email to Christian ***** has been sent.
Here's what you wrote:
Please reach me at your earliest convenience. Patient Caseload size and Ethical standards for proper medical Dsm diagnosis and Rx timely observation outcomes and patient outcomes for optimal standard of patient care. The courtesy of a reply is appreciated in advance as we strive to care for our loved ones. Thank you, ********************* ************ ***********************
Contact info:
************************
*************, 92657
Tel: **************
************************'s ProfileCustomer Answer
Date: 03/17/2024
Your email to Christian ***** has been sent.
Here's what you wrote:
****************. Please forgive the inconvenience. My name is ********************* and am the husband of your patient ***************************. She shared you have changed her meds and I have important relevant details regarding **** and her treatment plan with amphetamines. I look forward to helping you help her with the most recent and relevant medication information. Thank you ****************. Best regards, *********************
Contact info:
************************
*************, 92657
Tel: **************
************************'s ProfileBusiness Response
Date: 03/26/2024
Thank you for reaching out to us. We have obtained your contact provided and shared with our Compliance team to review and complaints or issues that you may have experienced while with us and amicably resolve. Someone from Compliance should be reaching out to you shortly.
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