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Business Profile

Mental Health Services

Elite DNA Behavioral Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mental Health Services.

Complaints

This profile includes complaints for Elite DNA Behavioral Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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Elite DNA Behavioral Health has 13 locations, listed below.

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    Customer Complaints Summary

    • 38 total complaints in the last 3 years.
    • 14 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:10/16/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Good afternoon. I paid for DOS July 5th thru my Optum HSA - ******, total amount due. I have been contacting the billing department since early August when I received a message that my invoice was due. ***** has contacted their Bill *** Services as well. The agents who answer the call say they cannot locate my payment and transfer the call to a manager. The call has never been answered. It always goes to voicemail. I have not received a call back from a manager/supervisor nor has Optum. Apparently the agents are not permitted to make calls out. I have verbally given this information but Elite DNA sent me to collections. The transaction ID IS **********. I want Elite DNA to mark this invoice paid in full and inform credit bureau this is paid and stop collections. I spoke with ******* at the *************** who tried to assist and was kind. She informed me no record of payment could be located and no one in office could assist per her general manager. I had to work with their bill pay team which is nonexistent. ******* today at Optum contacted Vpayusa who sent the the email showing payment.

      Business Response

      Date: 11/07/2024

      please email **************************************** and reference this issue so that I can put you in touch with our supervisor at the billing department. 

    • Initial Complaint

      Date:09/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 recently started seeing Elite DNA and the doctor that I see is great but it's a matter of the staff being irresponsible, no communication unless it's a billing error (on their part), or no communication of an appointment being cancelled due to a billing issue. I had an appointment on August 8th that I was almost not able to attend due to an internal office error to begin with because the first appointment set was with the incorrect provider with the incorrect reasoning and the insurance wasn't submitted correctly after it was updated and the billing had to be resolved by my mother and the insurance so I was able to attend then I went on the 8th and pd 60 and had one more appointment to follow up paying the 60 but at the time of my next appt. the balance was 500 not showing either 60 payment and it wasn't billed to the correct insurance again. My mother reached out to the insurance, and they never received the claim, but the *** shows a discounted rate with the insurance, and I wasn't able to attend my appointment because the administrative staff deactivated the link. This has been an ongoing issue through my family the billing staff does not perform their job effectively and the office staff is rude and unhelpful. I'm wondering why insurance information is updated if it's not used. I was being treated for ADHD and depression and the office won't even provide or direct you to another provider but will tell you that they won't see you for 3 months. This could put people's lives in danger because the medications are controlled and you can't just put people on things and not follow through or evaluate, these people are playing with people's sanity and lives and it's just not right.

    • Initial Complaint

      Date:09/09/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 am being billed for a "no show fee" when I cancelled over two weeks in advance. Called and sent several messages only to be ignored. Finally spoke with ***** and insisted I cancelled with more than enough time and she was extremely rude saying I had previous "no shows" with ****. In over three years I have never seen a ****. My doctor was **** *********. I told her this is just another reason that I will never use them for mental health services because of treatment like this from her. I have spent more time over a $40 charge but it's the principal that matters here. Someone in the office failed to do their job. I did my part as the patient. Please remove this fee. I will never be using your services again. If you'd like to drag this out I can supply dates of calls and messages along with time stamps.

    • Initial Complaint

      Date:08/07/2024

      Type:Product Issues
      Status:
      Unanswered
      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 had an appointment for counseling with this company. They cancelled the appointment. I tried calling to reschedule but no one ever picks up the phone and they have so many different numbers. Next thing I know they send me a NO SHOW bill for their cancelling my appointment. I sent several written responses. Again, I tried calling, but no one would resolve on the phone. I kept getting messages to go to the website. I never registered at the website and next thing I know they sent me to collections to ************************ of Boston number Reference No. ********.I want this collection dismissed. The charging company is nothing but a scam company and need to be stopped.

    • Initial Complaint

      Date:07/19/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      On 03/22/24, I incurred a no show from this practice when I had suffered a power outage resulting from an accident up the street where I lived. An 18 year old boy had crashed into a power line and sadly passed away and caused a power outage in the surrounding area. Due to this power outage, my phone and internet were out for hours so I could not attend my telehealth appointment. I had spoken to my psychiatrist and billing about getting this no show fee of 40 dollars removed due to the unique circumstance which I thought was getting handled and then months later Im getting notices about this no show. I called billing again and they said the only one that remove the no show is the office manager, *************************** months later. I asked to speak to the office manager, *************************** and she told me that the no show will stay because I should have informed the office 24 hours in advance about missing the appointment. 24 HOURS FOR A POWER OUTAGE THE OCCURRED THE *** OF THE APPOINTMENT. The day, not only did I have to deal with the death of a young man who died on my street but I also had to deal with an insensitive office that only cares about money. I would like this no show removed and I no longer be a patient at this office. *************************** is extremely insensitive and has no heart regarding this matter and if you work in customer service, it is important to be empathetic and realize there are situations out of others control. *************************** SHOULD NOT be an office manager if this is how she handles unique circumstances.

      Customer Answer

      Date: 08/02/2024

       
      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. 

      I was contacted by the company. The issue has been resolved and they have reversed the no show fee. No further action is needed at this time. Thank you.


      Sincerely,

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

    • Initial Complaint

      Date:06/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 office had an initial appt with me June 6th at 9 am. Cancelled my appt today 6/25 less than an hour before my appt. Woman was rude. I took off work for this appt. Was literally just leaving house. I want refund of initial appt. I'll go elsewhere. Especially after seeing other reviews. Literally can't get a so real person on phone either

    • Initial Complaint

      Date:05/15/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      05/13/2024 - ***** CALL TO ARRANGE APPT. HOLD TIMES AND ATTEMPTING TO CALL ARE OUTRAGEOUS. 1420 HRS HOLD TIME OVER. *** OFFICE PICKED UP. SHE ASKED MY INS PLAN. LOOKING FOR A PHY IN FMY PLAN NOT ARNP. NO PHYSICIANS ARE AVAILABLE AT ALL. THAT IS OKAY THEY ACCEPT MY INS. WHEN I TRIED TO EXPLAIN THAT I ONLY HAVE PHY'S ON MY PLAN AND NOT ARNP'S LISED THE WOMAN ON THE ***** AT THE *** FACILITY STARTED BEING RUDE AND ARGUING WITH ME ABOUT HOW THEY TAKE MY INS PLAN. I DONT SOUND LIKE A GOOD FIT. LOL. REALLY? EVEN IF THEY DO IT DOES NOT STATE THE COVERAGE WHEN I HAVE NO PHY NAME THAT MEETS MY PLAN. I AM CONTACTING MY COVERAGE AND LETTING THEM KNOW THAT AETNA NEEDS TO CHANGE THE COVERAGE AND LOOSE THIS GROUP. THEY SHOULD HAVE PHYCIANS AVAILABLE AND NOT JUST NURSE PRACTITIONERS BECAUSE WE WIND UP PAYING FOR A PHYSICIAN NOT A NURSE, PRACTITIONER OR NOT. BTW, I HAVE WORKED IN HEALTH CARE FOR OVER 30 YEARS. NEVER WAS I TOLD I WAS NOT A GOOD FIT AND IT MAKES NO SENSE SINCE THEY ARE THE ONE PROVIDING CARE, SO TELL ME? WHO IS SUPPOSED TO FIT? BECAUSE IF THAT IS BASED UPON HOW MY INSURANCE IS THEY NEED EDUCATION ON HOW INSURANCE COVERAGE WORKS AND NOT DUPE PEOPLE WITH A BLANKED STATEMENT THAT THEY TAKE ALL INSURANCES. WE WANT TO KNOW OUR FEES UPFRONT LIKE THEY WANT TO BE PAID UPFRONT. I WOULD LIKE MY TIME BACK THAT IT TOOK JUST TO CALL THEM.

    • Initial Complaint

      Date:04/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 called the billing **** of Elite Dna and was put on hold on multiple occasions then switched to the automated system that says they will call back. No call backs. My therapist finally got ***** to call me back. Elite Dna billed the wrong insurnce but refuses to bill the correct insurance inless i get a reference number from bluecross. ********* wont give a reference number because they never received these bills because they were billed with old insurance info because of failure of Elite Dna to update my insurance info. Now they are billing me for over $2000 of service fees but refuse to bill the correct insurance. They harass me daily with automated messages instead of billing the correct insurance

    • Initial Complaint

      Date:04/15/2024

      Type:Product Issues
      Status:
      Unanswered
      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 received a call from the main occee office about 3 no shows which I stated I never had no knowledge of it and u was told by a manager that I would have 90 days suspension so I asked to speak to a individual who stated they will look into and give a call no individual did and this has been overdue 1 week ! Very unprofessional especially since I have been in a wreck 3 months ago ! So yes Im still healing consideration is obviously not within there standards!

    • Initial Complaint

      Date:03/19/2024

      Type:Order Issues
      Status:
      Unanswered
      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 providing my daughter a prescription. We had to cancel an appointment and they would not refill Rx for more than one week - but rescheduled appointment was two weeks off.Then they refused to write the Rx in the meantime. Nurse was out and there was no backup. NO BACKUP?SERIOUSLY?

    Elite DNA Behavioral Health is NOT a BBB Accredited Business.

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