Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 husband and I were receiving couples counseling virtually End of 2022-2023. We would receive in bulk our copays which would be $25 per visit. I had paid them with a check when the bills were sent to me and was up to date with payments. I had stopped using their services at the end of March 2023. December of 2023, I was being contacted by their billing department via email saying I have an outstanding balance of $175. I have provided them with check numbers and copies of payment. After further review, I noticed I had over paid them $50 (paid for two services twice that where billed on 2 separate bills.) When I then was trying to get answers for reimbursement, the emails stopped from them. I then was in contact via text and by phone with their admin ******************* and he provided me a number for billing that is not an active number. In the last 3 months, he has told me on numerous occasions my check would be in the mail and I still have not received the check. **** has asked and verified my address 3 different times and now he will not respond to my text messages. I have attached the bills that I was double charged for the dates 1/4/23 and 1/18/23.

  Customer Answer

  Date: 04/17/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/23/2024

  We have mailed a check for $50.00 but it was returned to **. We have been in touch with the client and will mail her out another check.

  Thank you, ****

  Customer Answer

  Date: 06/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have filed this complaint about a refund over a month ago. I did see that they responded and said they sent a check and it was returned. I have provided them multiple times my mailing address which I do have text messages to prove that. Also not sure why they would not have my address on file seeing that they had no issue sending me bills in the mail for their services. They have not reached out to me since the so called check was returned to try to resolve this. Please let me know what the next step I should take.

   

   

• Initial Complaint

  Date:11/03/2023

  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 have met with a counselor named **** from Through the Forest Counseling 5 times. 30 dollars each time. I have continuously been getting bills though the mail because of their lack of accounting. I have paid $150.00 in total and confirmed that today with their front desk. This is the email **** sent me their front desk: "As I can see on our records, you paid $30 twice, one for the session on Oct 5th, 2022 and the other one was for the session on Nov 15th, 2022.The bill that you received now is for the sessions on Oct 18th, 2022 , Nov 2nd, 2022 & Dec 23rd, 2022. However, the session on Nov 30th, **************** the process with your bcbs insurance." Further, I sent **** the front desk screenshots after I received this message from him showing I have paid an additional $90 for the remaining sessions, Nov 2nd, Dec 23rd, and October 18th. He said in his email I paid $30.00 twice already this equals $150. **** told me that don't worry about this they will fix it. They keep switching billing companies that do not update the system and are sending out bills. Further their counselors are unprofessional. My therapist was eating while talking to me, rolling her eyes, called me high maintenance, and even talking to her family members during my appointment with her via ****** meet. I believe this company is hiring third parties to handle their business and it's causing issues. **** says he is front desk but he is actually a desk person in *****. The owner ******* is unresponsive.THIS COMPANY IS A SCAM and I don't want this to affect my credit after I already made all the payments and have confirmed with their "Front desk"

  Business Response

  Date: 11/06/2023

  This client was informed that we did not have active insurance information in our system. Our ****** has reached out to explain this to this individual. With the updated information we would be able to bill the insurance as we are supposed to.

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ******************************* information has not changed. I received notification that someone said I did not provide updated insurance. My insurance is the same. As I stated to ********** have paid $30, 3 times and $60 once. This equals $150. With my insurance, my copay is $30 each time and I have had 5 appointments. This means my balance should be zero regardless.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alina

   

   

  Business Response

  Date: 11/28/2023

  Good afternoon in regards to this complaint we have reached out to this individual. We did not have accurate insurance information. Once we received the information we submitted the claims to insurance. The client is still and would be responsible for their copays.

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As stated previously, my health insurance has not changed. It is still the same info that you already had. ********** Blue Shield Federal Employee Program. Policy holder: ***********************;  RxIIN: ******; RxPCN: FEPRX; RXGrp: ********. This company does not keep records. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alina

   

   

• Initial Complaint

  Date:10/25/2023

  Type:Billing 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 spouse, ******, was seen virtually by one of the counselors at the company. We had billing issues from the very beginning. She first saw the therapist in late March 2023. She only saw this therapist 4 times, ending in late April 2023. We paid the 90 copay that was acceptable for 3 sessions. The first session was a free intake consultation and we were not to be charged. We have not had any contact with the company since late April; however, on 10/24, my wife received an email that simply said "Monthly Billing Statement" with no explanation. I clicked the link and there was no EOB. There was only a place to enter a credit card to pay. When I inquired about the $375 charge, I was told that it was for services in April. I asked why my insurance was not billed, because my copay should be only $30. They stated that my insurance was inactive. I knew that was a lie, so I called my insurance company, ********** Blue Shield of Mass and spoke with one of the representatives, *********. The reference number for the call is *****. They can be reached at ************. She stated that BCBS was never billed for any services. This company is, at best, a bunch of liars and at worst, a bunch of scammers. I cannot accept being charged for services that I already paid for, especially when the company is flat-out lying about billing my insurance company. I want the $375 charge removed, and I want the company never to contact me or my family again.

  Customer Answer

  Date: 11/07/2023

  I have not heard from the business in response to my complaint. If they will simply leave us alone then I will regard this issue as closed. I believe they are scammers and I do not feel we are the only ones they are doing this to. They would not provide an EOB and my insurance company has no records of any claims being submitted. The company claimed my insurance came back as inactive yet my family has gone to various other doctors since and have received EOBs regarding the visits. The only place saying I have no insurance is Through the Forest. They should be flagged as fraudulent or scammers and other people should beware when starting therapy there.