ComplaintsforWe Level Up

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poor communication

  Customer response

  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 Profile
  

  Customer response

  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 Profile
  

  Customer response

  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 Profile

  

  Business response

  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.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am currently seeking no legal recourse. I am not seeking anything specific other than the need to share my experience and allow others to react accordingly. I was referred to **** ********** (near LA, in *************) by the ******* location.I was promised many things, that are common concerns for rehab facilities. Examples include amount of phone calls home, number of visits with professional staff (therapists, counselors, nurses, doctors), activities provided throughout the day. The reality is, the facility provided me with far less than half of what was promised, and was a shell of what was advertised. The few staff who were there were deeply caring, but ultimately spent the entire month explaining how things were going to be better. There was a culture where half the clients were flown in from anywhere in *****************, promised many things, and not given any of them. Many left early on their own accord, after many days of contemplation. Other clients were picked up from unfortunate situations, seemingly to fill empty beds. Groups of police officers visited multiple times to remove clients.In my primary residence, my sole house-mate for many days was removed by police, by basis of putting his hands on a woman and fellow client.In one sentence, the detox treatment I received was, in my opinion now, negligent and dangerous. In one sentence, the medical treatment I received was negligibly little.My last comment about my experience, and ultimately what it seems this facility is, is an advertiser for sober living facilities in the LA and ********* area. The clients I was closest to got what we could out of this facility, solely based on the fact that we had to survive and get "whatever we could out of our insurance money being spent".If context is needed, I was a patient in the summer of 2022. I continue to receive medical billing from this location, which I believe has no basis other than an effort to get more money from clients.

  

  Business response

  01/17/2024

   

  We are saddened to hear that you had a poor experience during your treatment with us.  We are a fully accredited and licensed facility and at the very least meet or exceed the required standards of care. Our ********************* should be reaching out to you shortly to obtain additional information to investigate this matter fully and review your chart. Thank you for your patience and consideration.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/31/2023 $1,000.00 was charged to credit card for what I was informed by ***************************** was for the insurance deductible for in patient rehab treatment from ***** days, dependent on success rate of my rehabilitation.Arrived at the We Level Up facility on 11/6/23. The facility images advertised online, ******************************************, were not reflective of the accommodations offered. Was informed that I would have one roommate, arrived and they had me reserved with two other roommates, the facility was dirty, and the rooms looked nothing like the pictures advertised. I was not allowed to take any pictures of the facility. I asked to see the accommodations upon arrival which was refused until I signed paperwork in the entry to the facility and could not see beyond the small, enclosed entryway. I left the facility after signing the paperwork and being shown the facility, which took in all about ********************************* regard to my refund. No account or tracking number received to my knowledge.

  

  Business response

  11/30/2023

  We Level Up has been in contact with the patient and has since addressed her concerns, refunded her funds and apologized for any inconvenience.  For purposes of clarity, the facility advertised is in fact the accurate and appropriate facility as advertised.

  10/31/2023 $1,000.00 was charged to credit card for what I was informed by ***************************** was for the insurance deductible for in patient rehab treatment from ***** days, dependent on success rate of my rehabilitation. Arrived at the We Level Up facility on 11/6/23. The facility images advertised online, ******************************************, were not reflective of the accommodations offered. Was informed that I would have one roommate, arrived and they had me reserved with two other roommates, the facility was dirty, and the rooms looked nothing like the pictures advertised. I was not allowed to take any pictures of the facility. I asked to see the accommodations upon arrival which was refused until I signed paperwork in the entry to the facility and could not see beyond the small, enclosed entryway. I left the facility after signing the paperwork and being shown the facility, which took in all about ********************************** regard to my refund. No account or tracking number received to my knowledge.

  Customer response

  11/30/2023

   
  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

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ZERO STARS IF POSSIBLE. This place is a LYING JOKE! They told me lies to my face and are now shipping my loved one home after 4 days of care. They are in the middle of a detox, the middle of a medication change, and WITHOUT HEALTH INSURANCE AND MEDICAL HELP! (terminated from job because CASE MANAGER FAILED TO CALL AND HANDLE MEDICAL LEAVE AND FLMA like they said they do...) No one will return my calls. they sent them home already with new medications and no medical staff to administer them. They told me they were approved and the case manager takes care of the rest. PRESSURED me into bringing my loved one!! "Must call back with an answer in 15 minutes unless your spot will be revoked". THIS IS NOT THE ***** LIARS!!!! and they do not care about one's well-being and life. I am appalled and hardly have any words! I will be taking legal action! what a SICK FACILITY!

  

  Business response

  11/20/2023

  Thank you for reaching out us.  We take all complaints seriously and have brought this to the attention of our ********************** Once we complete the internal investigation we will take all necessary actions.  ***************** will be reaching out to you shortly to discuss further.

  Customer response

  11/21/2023

   
  Complaint: 20884983
  
  I am rejecting this response because:
  I have no received a call to discuss mistake made by We Level Up. I have been waiting for a call since last week. I have called multiple times to give them reminders to have management call me and they have not. 
  Sincerely,
  
  *********************************

  

  Business response

  11/30/2023

  We Level Up has called and spoken with the complainant in regard to the issues voiced above.  The patient is currently under our care.  We've addressed all outstanding concerns and made sure we're on the same page, pending a call from our clinical director, which is anticipated in the next ***** hours. 

  Customer response

  12/01/2023

   
  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 once I receive a call and a confirmation this will not happen again to a patient. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was going through a mental health crisis in June 2023. I had tried to commit suicide and through a call with a local hospital I was put in contact with We Level Up. The lady on the phone called me and said that they had called my insurance and verified my benefits. I was told my insurance was accepted and I'd have to pay my deductible **** of $2250) but I had already paid more than half of that already in the year due to other medical expenses. I went to the facility and was treated like I was a drug addict when I was there for depression and anxiety. I was told I couldn't even go outside unless with a staff member because "I could talk another person on the outside to drop drugs over the fence". Mind you, we were under surveillance 24/7 with audio and visual recording (from what I was told). I was about to go home and was told my insurance approved me for another week. I demanded to go home on my release date that they took forever to tell me when I was supposed to go home. Patients were told not to talk about when they were going home or about any treatment. they received. I saw patients that were denied their dietary needs and patients that had to wait hours for their medication. After arriving home I was bombarded with phone calls saying I owe them money for my treatment and they were in fact out of network. If I had been told they were out of network I would have never gone to their facility since there are mental health clinics in ******** that could have taken me. I was gas lighted by customer service when trying to explain why I was feeling the way I was and that I was misunderstanding what they were saying. When asked to get an itemized statement I was sent an invoice of 18k. The woman I talked to on the phone today was very rude and kept interrupting me any time I tried to speak with an answer ready, aka didn't matter what I said. The amount of unprofessionalism is insane. I could go on with more incidents that happened their but I'm at my max **** count

  

  Business response

  11/20/2023

  Thank you for reaching out us.  We take all complaints seriously and have brought this to the attention of our ********************** Once we complete the internal investigation we will take all necessary actions.  ***************** will be reaching out to you for further information.

  Customer response

  11/27/2023

   
  Complaint: 20874824
  
  I am rejecting this response because: I have not been contacted by anyone since the complaint was submitted. No attempts have been made by them in order to reach out. 
  
  Sincerely,
  
  *********************

  

  Business response

  11/30/2023

  We Level Up has contacted and communicated with the the client yesterday on 11/29/23 at 1:40pm to discuss any misinformation, misunderstanding and billing.  We have cleared up the invoicing disputes and as a follow up a representative from our financial department will be reaching out to confirm.  We hope this resolution is to the client's satisfaction.

  Customer response

  12/07/2023

   
  Complaint: 20874824
  
  I am rejecting this response because: I have not gotten a call from the business after being told I would be contacted. 
  
  Sincerely,
  
  *********************

  

  Business response

  12/08/2023

  The client was contacted by ***************** as identified in the prior message.  Earlier, our finance department has followed up and set up a payment plan with ****************. We believe everything has been addressed and there are no outstanding items to resolve.

  Customer response

  12/08/2023

   
  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

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was searching for an addiction treatment center and after reading the website I was contacted by man who seemed caring. I asked several questions about the facility and was told this had a swimming pool and holistic treatment. The pictures on the website site looked very good. I only wanted **** days detox due to not being that bad. I was told I was 100 percent covered by my insurance. None of this was true.. when I got there I was confused about where I was it looked nothing like the website and I said is this the correct place but got no response. I wanted to leave but was told I had to wait. Was held for additional day without any way to contact the correct family member or facility. Men staff walked into womens room without announcements. Staff members called my family member and asked medical questions without my permission or knowledge. I was asked to sign a tablet under duress. Then when I finally got out I had no phone they would not let me charge it or give me or my service dog water. I had to walk a mile in 100 degree weather with a suitcase large dog bad and service dog. Just to find a place to get a charge. They held me captive without cause they still have some of my belongings they broke a 400 dollar hair dryer. They lied about the facility and its treatment. No one ever saw me until after 24 hours its dirty rooms staff doing whatever rules they want depending on what boss is there. I was told I couldnt take my dog on bathroom breaks whenever I felt like it. They are scammers who prey on people seeking help. I want my items back immediately. I want all my records pertaining to any thing that I was treated for.

  Customer response

  08/27/2023

  I hope you see the numerous complaints with similar issues against this facility. I attached the website pictures this place looked nothing like any of them. They also made me walk around getting signatures of different staff members so I could leave. I had no idea who they were and had to ask several people where to locate them. 

  Customer response

  08/27/2023

  I hope you see the numerous complaints with similar issues against this facility. I attached the website pictures this place looked nothing like any of them. They also made me walk around getting signatures of different staff members so I could leave. I had no idea who they were and had to ask several people where to locate them. 

  Customer response

  08/27/2023

  This is the wrong address its we level up at *****************************************************;

  

  Business response

  09/06/2023

  We are sorry that you left our facility with a negative feeling and it is unfortunate that your treatment was not as anticipated.  Based on your complaint, we have conducted an internal investigation, and we were not able to substantiate your allegations. There was no discussion on a swimming pool at the facility, there was an old Yelp posting that is owned by an unaffiliated company that contained an image of a pool however it is referring to an old facility that is not current and not under this organization.  We've reached out to them and were able to get them to remove that posting explaining the concerns.  Our website does in fact indicate the accurate descriptions and images of the facility. 

  There are specific approved policies we have in place that address the discharge processes including leaving against medical advise which we have absolutely followed. The technicians doing the rounds always announce themselves in accordance with our policies and trainings when entering the patients' rooms regardless of the gender.  The dog that the patient brought with them was restricted from eating from facility flatware due to sanitary concerns with no other restrictions. In reference to the hair dryer, we have inventory of all patient belongings being brought in and during the patient's short stay with the facility our records do not indicate any issues with the hair dryer nor any complaints in reference to any damages. All of our policies and procedures are compliant with the applicable laws and regulations.  We are here to address any concerns or further miscommunications. Thank you.

  Customer response

  09/07/2023

   
  Complaint: 20525041
  
  I am rejecting this response because: I was told by ******* there was a pool but regardless this is not why I left. You have yet to return my property you ruined a ****** hairdryer by taking the **** apart you ruined 3 pairs of shoes by washing them. It really wasnt about any thing but the treatment of your staff. Especially when I knew this place was not the best place for me. I received no directions no help until I wanted to AMA . Every single right was violated *** I had a service dog that I was told I had to put on a schedule to pee. My medical privacy was compromised when the counselor called my cousin and asked her personal questions about me. I have a sworn statement. We level up failed to do anything to help me and you failed AA motto. I want my items back or you can send me a check for the amount. ******** travel bag the new items in it the hair Dryer the 3 pairs of shoes. You almost killed me sending me in the middle of nowhere with no phone no water. Regardless of AMA if you were any type of true Alcoholic recovery like you preach on your website. To which you are not!!!!!! You would have assisted getting me to the correct place. You didnt even let me have a charge on my phone you gave me no water in 100 degrees this says a lot about you and We level up. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/13/2023

  ****************,

  As an action of good faith we are accommodating your request to make you whole. We have issued and mailed you a check in the amount of $1,325.00 to reimburse any inconveniences you may have experienced.  We are sorry that you have not enjoyed your experience with us and wish you well.

  The Compliance Department

   

  Customer response

  09/16/2023

   
  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. Only upon completion of receiving the money to replace my items. I appreciate We level up for handling this matter 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife was seeking mental health therapy and was promised this treatment at We Level Up ***************** ***************************************************************. When scheduling her intake we were told that we would have a maximum out of pocket expense of $2,000 based on a stay of approximately 3-4 weeks and would incurr no addition charges other than copays associated with prescription medications. The first red flag was a telephone call from a "therapist" named ******************************* apologizing that the location was understaffed. By the 4th day it became clear that we had been scammed and lied to. My wife wasn't receiving therapy and was instead being treated as an addict. I immediately reached out to another treatment facility (***********************) and they confirmed that they had a bed available for ***** and would reach out to We Level Up to arrange for her release and pick up for later that day. Despite thorough communication on behalf of *********************** from Beachway, We Level Up essentially held my wife captive for an additional 2 days. Not only did We Level Up scam us out of $2000 but they also scammed our insurance company out of $9,686.16. The "treatment" my wife received was essentially a room and bad food for 6 days, even though we requested her release on day 4. We would like a full refund of our $2000 and additionally have the invoice for $17,313.84 credited. I have attempted multiple times to communicate with the We Level Up but this location is extremely poorly mananged and they either don't return phone calls or when they do they give you the run around.

  

  Business response

  06/26/2023

  Thank you for letting us know about the below allegations.  We are sorry that you are feeling like you have experienced poor care while with us or interacting with us.  It is our position that the allegations are not consistent with the internal investigation made and do not align with the medical/clinical file of the patient, however we want to make sure that everyone has a positive experience. Our corporate team will reach out to the patient if they haven't yet, to clarify any inconsistencies or ambiguities. 

  Customer response

  06/26/2023

   
  Complaint: 20186520
  
  I am rejecting this response because:  the information stated in the original complaint are facts.  Just because you choose to cover up and deny the facts doesn't mean that it didn't happen.  We have repeatedly reached out to *************************** whom we were advised is in charge of *************** and received no call back.  ***** did not receive the care that was promised by your intake department and was kept unnecessarily at your facility for 2 days after requesting a transfer to Beachway which had rooms and transportation available immediately.  Your facility was paid thousands of dollars by our insurance provider despite lying and providing substandard service.  Please credit ** for our $2,000 out of pocket expenses and cancel any additional ******** in order to resolve this matter.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/28/2023

  ************************,

  Please note that our Compliance Team has been attempting to contact you to help address your concerns and will attempt to reach out to you again and if you attempt to contact us again please request ******************* member to most effective assistance.  The $2,000 you have paid as our of your patient responsibility is not something that we would be able to refund as we have a compliance and legal obligation to aim to collect all amounts due for services provided. We hope we will be able to connect and find an amicable resolution.

  Customer response

  06/30/2023

   
  Complaint: 20186520
  
  I am rejecting this response because: there have been zero attempts on your behalf to contact me regarding this matter other than to send me an outrageous invoice for services that were never rendered.  During the last conversation that I had approximately 4 weeks ago with ***** who said she is *************************** assistant, she advised me that the invoice I received is incorrect and that I only owed my "copay".  It was at this time that I informed her that I wouldn't be paying any additional money and in fact I wanted to be refunded my out of pocket payment of $2,000 due to my wife not receiving the treatment that had been promised to her.  Again, my wife was promised intensive therapy for anxiety and depression but instead was placed in a room and treated as an addict.  As for collecting fee's for services rendered, you were paid almost $10,000 by our insurance company for doing nothing but placing my wife through additional trauma. There are several other reviews from previous clients of yours that state similar horrible experiences.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/03/2023

  We apologize in the event of any inconsistencies however our Director of Compliance has been reaching out to the phone number we have on file directly, we will be following up to make sure that we connect. The services provided are at our mental health facility that offers assistance for dual diagnosed patients however are programs cover the mental health needs and are above or within the required guidelines and we are sorry that you feel that your wife did not receive the sufficient care that she needed.  The invoice received is a balance bill invoice. The initial amount paid of $2,000 is not something we can refund as it would lead to legal ramifications and appear as insurance fraud.  In the meantime we will continue to attempt to reach out to assure that we meet an amicable resolution. 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place of business is bordering on scary and violent. There was a sexual assault that happened while I was there. I witnessed it and the mans admission to doing it. The facility staff didnt care and told the young lady to get over it, he apologized. The facility took 48 hours to discharge the offender. As a female I felt very unsafe here. There is fraternizing happening in front of everyone, including staff. *** in the bathrooms. I witnessed drugs and alcohol being brought into the facility. I asked for my clothes when I was approved to get them and it took them 24 hours and 3 requested to different staff members to receive my clothing. They have, at times, One Nurse for nearly 30 clients. One client slipped on the unsafe shower floors and it took them 3 DAYS to get him to a hospital. His back was so damaged, he could not stand up straight. The worst part of my experience was when I told them I needed to call 911 to report the sexual assault they told me there were no phones that call out. I was unable to call to report the incident. I am not making this up! Its insane. I finally left AMA (against medical advice) with my service dog in the evening time, it was dark and in the part of ************* that is VERY dangerous for a man or woman to be on the streets. Many homeless people and high crime risk. I asked for my cell phone and credit cards which they denied. Fortunately the really nice lady at the gas station nearby let me sleep in her car because it was very cold. I came the next morning with a police officer and was given my items to call an Uber and get to safety. This place is not clean, not well managed, clients are ignored and uncared for, unsafe and an excuse for a rehabilitation center. Dont be fooled by the very pretty grounds. This place is despicable, unsafe and the staff are breaking my right to a safe, clean and comfortable environment. The admissions explanation of the grounds and treatment is 100% incorrect.

  

  Business response

  04/03/2023

  We are truly sorry that you had a negative experience at our facility. We are further looking into the allegations identified in your complaint. I can assure you that we strictly abide by the applicable state and federal regulations in all matters.  Please note our Compliance Director will be reaching out to you on this matter. Thank you,

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife called to ask for help with an alcohol problem, and was under the influence at the time. They convinced her that she needed to go there in the next 48 hours and that she needed to give them her debit or credit card number to have them book a flight. Apparently, she did. They booked a flight on ******** Airlines. Had my wife been in a better mental state, she would NOT have done this, since she works for Delta Air Lines and can fly for free! They refuse to acknowledge that they bullied her into this and they claim that she was aware of the fact they were booking a flight. They will not let me hear the "Tape of the conversation". The charge was for $208.98. They continued to push her to come to their facility, even after we said that our therapist had recommended a better fit here in ********. They claimed (falsely) that there was NO PLACE in ******** that could do what they do. We told them a number of times that we were NOT going to use their facility. They were rude and abrasive and told me that my wife would have issues and that it "would be on you!". I want the $208.98 refunded to us. We never would have booked this flight!

  

  Business response

  11/09/2022

  Unfortunately upon looking into this complaint, we are not able to refund ************ as we did not charger her for anything.  The payment for her plan ticket on ***************** card is not anything we can process as we merely assisted in her making the travel arrangements.  There was no undue influence by our company representative during the communication with the complainant's wife in accordance with the recorded call. We have since communicated and followed up with the complainant who has reached out to their credit card company and is obtaining credit for the charge.  No further action or concerns were presented.

  Customer response

  11/09/2022

   
  Complaint: 18344336
  
  I am rejecting this response because: they have provided no proof of my wife agreeing to any transaction on her card. I asked to hear their "recorded call" to review this, and they refused. She told me she did not agree to that. 
  
  Sincerely,
  
  *******************

  

  Business response

  11/10/2022

  ************ is hereby requested to follow our formal process and reaching out to the compliance department to be able to gain access to private health related and confidential information and provide proof of authorization of release.

  Customer response

  11/16/2022

   
  Complaint: 18344336
  
  I am rejecting this response because: they have made it clear that they are hiding something and don't want me to find out the truth. What is their "formal process"? They use a high pressure sales staff to victimize vulnerable people at their worst time. Reprehensible! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 29 2022 we reached out to We Level Up through a ****** search for alcohol rehab and got to there site, and there was a number to call to see if My insurance would be accepted there. Anyway we talked about what was going on and provided insurance information and talked about a 6 weeks stay and stuff like that. We stayed on hold for a long time and ******** said its taking longer than expected and was going to call us back. Long story short she called back and said our part of a 6 week stay was $9700 . And she asked asked if we could pay any of it now and i was like no , anyway not a big deal she said in a couple of weeks our financial department will contact you. So We got ************************* my husband a plane ticket and sent him off to rehab Tuesday morning after he got there he was complaining so much about the place not being what was promised on the phone and that it was not worth what was being charged, that they called me and gave me ******* number hes in financial department. Thursday. on Friday i called him , because i wanted to get **** settled in and working the program finally Tuesday afternoon he called me back and thats when i found out that We level Up was out of network , and that the $9700 was our deductible . And i went off on him, i was so ****** off. I think that ******** should have said they are out of network. We would have went on line and contacted a rehabilitation center that was in network i think its unethical the way they took advantage of the crisis we were going through. Had she said they where out of network we wouldnt be there. ****** said not to worry about paying the main thing is getting ****** help which i agree is the main goal, but at the end of the day we still owe $9700 because they are out of network . All she said was they accept our insurance and our part was going to be $9700 its not necessarily about the money its more about calling someone for help and being ****** over.

  

  Business response

  10/04/2022

  We apologize for any miscommunication or misunderstanding.  Please note that we accept most patients with different insurances such as out of network.  We are flexible on permitting patients to come in and start treatment if paying upfront is not an option for them.  We allow patients to get the treatment first, committing them to a payment plan and making the payments once they are in a better state.  We apologize for insufficient clarity and well address with the individual handling the call internally to avoid similar concerns in the future.

*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. ↩