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Business Profile

Health and Wellness

The Center for Trauma, Stress, and Anxiety, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Center for Trauma, Stress, and Anxiety, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Center for Trauma, Stress, and Anxiety, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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:11/17/2023

      Type:Customer Service 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.
      a Virtual appointment was scheduled for 11/13/2023 for my daughter at her Therapists office. I never received the link for the appointment. I sat waiting for 15 min before the appointment and 10 mins after the appointment waiting for the link or a call. As i work, i was not able to wait any longer, i had to return to my job. After i get off work at 5pm, i see an email from the therapist stating that our child never logged on and she didn't call because she didn't know who to contact. Any of the 4 contact numbers would have been great! My ex husband contacted the office to explain the situation and the manager refused to speak to him. The front desk told him that " She wont speak to you because there is no point, because this is her final decision." He called back a second time to speak to the manager and she yet AGAIN refused to come on the phone or return his call. I then called on the 3rd day and was very upset and irritated. The manager FINALLY called us back and ADMITTED that their company never sent the link., She also agreed with me that I AM CORRECT in the fact that i cannot join a ZOOM session without the link to join. She then in the next sentences said that she is refusing to give us our money back because of the way we talked to her and the staff. She said that her front desk told my ex husband they were working on fixing the problem, but that was never said. On the 4th day my ex husband went to the office and she refused to come out of her office and CALLED HIM from her office phone instead, then didn't tell him the call was recorded and at the end of the conversation told him that MULTIPLE other people were listening in on the call and that she is filing a harassment claim and that she has an attorney on retainer. She laughed at him, talked to him like he was a baby, and then CALLED HIM A CHILD and then told him he has no accountability. she kept agreeing that we are correct and that we should have had a refund, but now she is refusing to give it back

      Business Response

      Date: 11/20/2023

      Good morning! Thank you
      for the opportunity to respond.

      I would first like to
      attach the practice policies document that Ms. ***** has signed acknowledging
      the no show/late cancellation fee policy she has referred to. When Ms. *****'s
      daughter no showed to her appointment, the therapist sent an email to all four
      parents within 15 minutes of the start time 
      to indicate they would wait a little while longer to see if the client
      planned to attend the appointment. When the therapist did not receive a
      response after waiting for 30 minutes, the therapist left the session. Ms.
      Price (and two other parents of the Client) were sent text message reminders
      about the upcoming appointment, 48 hours and 24 hours before the appointment.


      Unfortunately by the
      time Ms. ***** attempted to contact us, we were closed for the day (it was
      after 5 PM) and per the agreement on file, the credit card that was placed on
      file was charged the no show fee that evening.
      The next day, Ms.
      Price's ex-husband (Mr. Deluca), who was the individual who paid the no show
      fee, called multiple times asking for clarity about the no show policy. Our
      Receptionist explained that when someone no shows to their appointment, we do
      charge for the no show appointment as indicated in the practice policies Ms. *****
      and Mr. Deluca signed (see copy of policies signed by Ms. *****). Mr. Deluca
      was adamant that he did not receive an email reminder containing the link to
      join the telehealth appointment. He expressed his frustration with the
      Receptionist's enforcement of the policy, and asked to speak with the Office
      Manager who was unavailable at that moment. The Receptionist indicated she
      would reach out to the Office Manager to respond, which she did. What Ms. *****
      is not aware of is that the Office Manager and Owner were responding to a
      personal crisis and were not available at that moment. Mr. Deluca continued to
      call multiple times within a 24 hour period, asking to speak with a manager.


      Before the Office
      Manager was able to follow up after returning from personal leave, Ms. *****
      called to vent her frustration to the same Receptionist. An Admin Note from this
      Receptionist states that Ms. ***** "raised her voice and [was] very vulgar
      in expressing concerns for the way our office is handling the situation." As
      Ms. ***** had custody of the Client that day, she was asked why she didn't call
      us during the appointment to request assistance, or respond to the email the
      Client’s therapist sent asking whether they would be joining the session or if
      they’d like to reschedule. Ms. ***** stated "I don't have time to wait
      around." Ms. ***** continued to curse and yell at the Receptionist, and
      accuse various staff members of a variety of things. Our Receptionist
      subsequently called the Office Manager crying after the call, informing us she
      felt she had just been verbally abused by Ms. *****, which is the point at
      which I was asked to intervene.


      At this point, I
      contacted Ms. ***** directly to explain that we were willing to work with her
      and identify what happened in the miscommunication, but that her behavior
      towards the Receptionist was not appropriate and the Receptionist
      felt it was abusive. Ms. ***** repeated her concerns, to which I asked why she
      didn’t simply let us know they never received an automated link to join her
      session (sent by our electronic health record automatically – this is not something
      therapists or staff do), rather than call and verbally abuse our Receptionist. I
      indicated I wanted to be able to work together with her, but it was hard to
      offer an exception to the policy if she was going to behave so abusively
      towards our Receptionist. Ms. ***** again reiterated she “didn’t have time” to
      reach out as she was working and did not apologize for her behavior towards the
      staff. Instead she doubled-down expressing her anger and disappointment with
      our “entire staff.”  


      The next morning, Mr.
      Deluca showed up to our Nottingham office location demanding to speak with me.
      We did not even have a Receptionist at this location. I work at the Bel Air
      office, and my Office Manager is 100% virtual (she doesn’t live in Maryland). We
      did not refuse to come out of our office as Ms. ***** claims – we don’t work at
      that location. Because no one was available to help him at that location, Mr.
      Deluca called the office phone to request to speak with me. One of the clients
      in the waiting room reported to their therapist they felt “unsafe” and that
      there was “a man in the waiting room who looked upset like he might do
      something.” This was immediately escalated to my attention, at which point I
      called Mr. Deluca directly. Mr. Deluca indicated he had left the office and
      went on to express his frustration and indicated “my ex-wife was more
      aggressive than she needed to be and I apologize for her behavior.” At this
      point, Mr. Deluca continued to express the same frustrations and when I
      attempted to explain how all of this was truly an unnecessary process for requesting
      a waiver to our no show policy, he became increasingly angry. At various times
      when attempting to explain the policy, he said “You don’t need to talk to me
      like I’m a child,” to which I repeatedly responded, with a witness present, “Sir
      I don’t mean to make you feel like a child I’m just trying to explain the
      policy or understand what happened.” Mr. Deluca continued to express anger and
      frustration towards me, at one point accusing me of “being the most
      unprofessional person I’ve ever met anywhere” and stating I was being “aggressive”
      towards him. I did my best to calm him but little was helpful. Eventually Mr. Deluca
      started to threaten me, stating if we didn’t refund the fee he was going to report
      us to the BBB, leave bad Yelp reviews, and “tell everyone how unprofessional
      you are.” He stated he was going to “ruin” me. At this point, I explained to
      Mr. Deluca that I felt I was being verbally harassed and blackmailed, and
      indicated if he was going to continue threatening me and harassing our office
      in this manner,  I would have to notify
      my lawyer. At this point, he began yelling that I was “threatening to sue me
      for speaking my mind,” to which I continued to explain I was not going to sue
      him and never said I would sue him. Mr. Deluca was so angry with me that I
      eventually had to terminate the call when it was clear nothing I was going to
      say would be helpful in calming the situation down.


      Following the call, I
      did contact my attorney to inform him of what was happening, documented all
      conversations, and was advised to stop communicating with Ms. ***** and Mr.
      Deluca as this was harassment. I expressed concerns that they were manipulating
      whatever I said to them to make it sound like I was being disrespectful to them,
      but I can assure you that I would never speak this way to anyone – staff,
      clients, colleagues, or the community.  
      Since then, Mr. Deluca’s
      wife (Lauren Deluca) who was not available for the phone conversation shared a
      post on Facebook, tagging the business, where she claims I “laugh at him on the
      phone,” “threaten legal action against my husband for harassment,” and “called
      him a child.” None of which is true and can be validated by employees who were
      present for both conversations with Ms. ***** and Mr. Deluca.


      That post was
      subsequently shared by Mr. Deluca’s extended family, including Ms. *****, in
      which people have personally attacked me calling me “trash” and a “douchebag”
      (screenshots attached). A friend of the family’s who has never worked with us
      before wrote a review saying that I am “an immature child who berates and gets
      extremely defensive over the simplest of issues and refuses to discuss things
      in a civilized manner. They also threaten legal action against customers who
      are simply trying to understand why they are being punished for mistakes made
      by this company” (screenshot attached).

      Needless to say, I am heartbroken
      by the way this has all played out. We absolutely give people waivers and the
      benefit of the doubt when things come up as I repeatedly tried to explain to Ms. ***** and Mr. Deluca. We always try to be gracious where we
      can. If our electronic medical record failed to send an automated email to join
      the appointment, all they had to do was ask for help, respond to the therapist’s
      email asking if they needed help for the session, explain what was happening –
      anything - without resorting to aggression towards our Receptionist (or harassment towards myself)! We understand life happens! But to be screamed at repeatedly over
      multiple calls, cursed at, called names, intimidated in our office space, and
      then lied about on social media is so unnecessary and frankly abusive. Despite all this, I would agree to refund the $100 no show fee. My goal is always to support the community and make sure others feel safe with us, and I don't want anyone to ever feel disrespected! As
      a fair compromise I would kindly like to ask the family remove the two negative Google reviews they
      posted to our Google business page. 

      Bureau Response

      Date: 11/21/2023

      Amanda *****

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





      Dear Amanda *****:



      This message is in regard to your complaint submitted on 11/16/2023 against The Center for Trauma, Stress, and Anxiety, LLC.  Your complaint was assigned ID ********* 
       
      BBB has received a formal response
      from The Center for Trauma, Stress, and Anxiety, LLC. We ask that you review the response and understand that BBB
      is here to assist both parties in reaching a fair and reasonable resolution.


      Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.


      Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.


      If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

      To access/respond to this complaint online:

      Go to: ****************
      Enter the following code: **************

      Sincerely,


      Heather ******
      Dispute Resolution Specialist
      *************************

      Phone: ###-###-####




      MESSAGE FROM BUSINESS:



      Good morning! Thank you
      for the opportunity to respond.

      I would first like to
      attach the practice policies document that Ms. ***** has signed acknowledging
      the no show/late cancellation fee policy she has referred to. When Ms. *****'s
      daughter no showed to her appointment, the therapist sent an email to all four
      parents within 15 minutes of the start time 
      to indicate they would wait a little while longer to see if the client
      planned to attend the appointment. When the therapist did not receive a
      response after waiting for 30 minutes, the therapist left the session. Ms.
      Price (and two other parents of the Client) were sent text message reminders
      about the upcoming appointment, 48 hours and 24 hours before the appointment.


      Unfortunately by the
      time Ms. ***** attempted to contact us, we were closed for the day (it was
      after 5 PM) and per the agreement on file, the credit card that was placed on
      file was charged the no show fee that evening.
      The next day, Ms.
      Price's ex-husband (Mr. Deluca), who was the individual who paid the no show
      fee, called multiple times asking for clarity about the no show policy. Our
      Receptionist explained that when someone no shows to their appointment, we do
      charge for the no show appointment as indicated in the practice policies Ms. *****
      and Mr. Deluca signed (see copy of policies signed by Ms. *****). Mr. Deluca
      was adamant that he did not receive an email reminder containing the link to
      join the telehealth appointment. He expressed his frustration with the
      Receptionist's enforcement of the policy, and asked to speak with the Office
      Manager who was unavailable at that moment. The Receptionist indicated she
      would reach out to the Office Manager to respond, which she did. What Ms. *****
      is not aware of is that the Office Manager and Owner were responding to a
      personal crisis and were not available at that moment. Mr. Deluca continued to
      call multiple times within a 24 hour period, asking to speak with a manager.


      Before the Office
      Manager was able to follow up after returning from personal leave, Ms. *****
      called to vent her frustration to the same Receptionist. An Admin Note from this
      Receptionist states that Ms. ***** "raised her voice and [was] very vulgar
      in expressing concerns for the way our office is handling the situation." As
      Ms. ***** had custody of the Client that day, she was asked why she didn't call
      us during the appointment to request assistance, or respond to the email the
      Client’s therapist sent asking whether they would be joining the session or if
      they’d like to reschedule. Ms. ***** stated "I don't have time to wait
      around." Ms. ***** continued to curse and yell at the Receptionist, and
      accuse various staff members of a variety of things. Our Receptionist
      subsequently called the Office Manager crying after the call, informing us she
      felt she had just been verbally abused by Ms. *****, which is the point at
      which I was asked to intervene.


      At this point, I
      contacted Ms. ***** directly to explain that we were willing to work with her
      and identify what happened in the miscommunication, but that her behavior
      towards the Receptionist was not appropriate and the Receptionist
      felt it was abusive. Ms. ***** repeated her concerns, to which I asked why she
      didn’t simply let us know they never received an automated link to join her
      session (sent by our electronic health record automatically – this is not something
      therapists or staff do), rather than call and verbally abuse our Receptionist. I
      indicated I wanted to be able to work together with her, but it was hard to
      offer an exception to the policy if she was going to behave so abusively
      towards our Receptionist. Ms. ***** again reiterated she “didn’t have time” to
      reach out as she was working and did not apologize for her behavior towards the
      staff. Instead she doubled-down expressing her anger and disappointment with
      our “entire staff.”  


      The next morning, Mr.
      Deluca showed up to our Nottingham office location demanding to speak with me.
      We did not even have a Receptionist at this location. I work at the Bel Air
      office, and my Office Manager is 100% virtual (she doesn’t live in Maryland). We
      did not refuse to come out of our office as Ms. ***** claims – we don’t work at
      that location. Because no one was available to help him at that location, Mr.
      Deluca called the office phone to request to speak with me. One of the clients
      in the waiting room reported to their therapist they felt “unsafe” and that
      there was “a man in the waiting room who looked upset like he might do
      something.” This was immediately escalated to my attention, at which point I
      called Mr. Deluca directly. Mr. Deluca indicated he had left the office and
      went on to express his frustration and indicated “my ex-wife was more
      aggressive than she needed to be and I apologize for her behavior.” At this
      point, Mr. Deluca continued to express the same frustrations and when I
      attempted to explain how all of this was truly an unnecessary process for requesting
      a waiver to our no show policy, he became increasingly angry. At various times
      when attempting to explain the policy, he said “You don’t need to talk to me
      like I’m a child,” to which I repeatedly responded, with a witness present, “Sir
      I don’t mean to make you feel like a child I’m just trying to explain the
      policy or understand what happened.” Mr. Deluca continued to express anger and
      frustration towards me, at one point accusing me of “being the most
      unprofessional person I’ve ever met anywhere” and stating I was being “aggressive”
      towards him. I did my best to calm him but little was helpful. Eventually Mr. Deluca
      started to threaten me, stating if we didn’t refund the fee he was going to report
      us to the BBB, leave bad Yelp reviews, and “tell everyone how unprofessional
      you are.” He stated he was going to “ruin” me. At this point, I explained to
      Mr. Deluca that I felt I was being verbally harassed and blackmailed, and
      indicated if he was going to continue threatening me and harassing our office
      in this manner,  I would have to notify
      my lawyer. At this point, he began yelling that I was “threatening to sue me
      for speaking my mind,” to which I continued to explain I was not going to sue
      him and never said I would sue him. Mr. Deluca was so angry with me that I
      eventually had to terminate the call when it was clear nothing I was going to
      say would be helpful in calming the situation down.


      Following the call, I
      did contact my attorney to inform him of what was happening, documented all
      conversations, and was advised to stop communicating with Ms. ***** and Mr.
      Deluca as this was harassment. I expressed concerns that they were manipulating
      whatever I said to them to make it sound like I was being disrespectful to them,
      but I can assure you that I would never speak this way to anyone – staff,
      clients, colleagues, or the community.  
      Since then, Mr. Deluca’s
      wife (Lauren Deluca) who was not available for the phone conversation shared a
      post on Facebook, tagging the business, where she claims I “laugh at him on the
      phone,” “threaten legal action against my husband for harassment,” and “called
      him a child.” None of which is true and can be validated by employees who were
      present for both conversations with Ms. ***** and Mr. Deluca.


      That post was
      subsequently shared by Mr. Deluca’s extended family, including Ms. *****, in
      which people have personally attacked me calling me “trash” and a “douchebag”
      (screenshots attached). A friend of the family’s who has never worked with us
      before wrote a review saying that I am “an immature child who berates and gets
      extremely defensive over the simplest of issues and refuses to discuss things
      in a civilized manner. They also threaten legal action against customers who
      are simply trying to understand why they are being punished for mistakes made
      by this company” (screenshot attached).

      Needless to say, I am heartbroken
      by the way this has all played out. We absolutely give people waivers and the
      benefit of the doubt when things come up as I repeatedly tried to explain to Ms. ***** and Mr. Deluca. We always try to be gracious where we
      can. If our electronic medical record failed to send an automated email to join
      the appointment, all they had to do was ask for help, respond to the therapist’s
      email asking if they needed help for the session, explain what was happening –
      anything - without resorting to aggression towards our Receptionist (or harassment towards myself)! We understand life happens! But to be screamed at repeatedly over
      multiple calls, cursed at, called names, intimidated in our office space, and
      then lied about on social media is so unnecessary and frankly abusive. Despite all this, I would agree to refund the $100 no show fee. My goal is always to support the community and make sure others feel safe with us, and I don't want anyone to ever feel disrespected! As
      a fair compromise I would kindly like to ask the family remove the two negative Google reviews they
      posted to our Google business page. 

      Business Response

      Date: 11/22/2023

      I just received noticed today that the individual whose card was charged for the no show fee - Mr. Deluca - has disputed the charge with his credit card company. As a result, the money has been withdrawn from our account and we are being charged a $15 dispute fee. Therefore we can no longer offer a refund as they have disputed the fee and it's been withdrawn. 

      Bureau Response

      Date: 11/27/2023

      Michelle *****
      The Center for Trauma, Stress, and Anxiety, LLC **** ******* ***
      ********** ** *****






      Re: ID # ******** - Amanda *****



      Dear Michelle *****:



      Thank you for your recent response to Amanda *****. We have not yet heard from the consumer and are closing this case as answered.



      Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."



      The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
       

      In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 



      Sincerely,



      Heather ******
      Dispute Resolution Specialist
      *************************

      Phone: ###-###-####

      Bureau Response

      Date: 11/27/2023

      Amanda *****

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

       

      Re: ID * ********- The Center for Trauma, Stress, and Anxiety, LLC



      Dear Amanda *****,



      We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 



      Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.



      Sincerely,



      Heather ******
      Dispute Resolution Specialist
      *************************

      Phone: ###-###-####

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