Complaints

This profile includes complaints for Riverscape Counseling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Riverscape Counseling

  11 W. Monument Ave., Ste. 100 Dayton, OH 45402

• 

  Riverscape Counseling

  6239 Wilmington Pike Centerville, OH 45459

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:04/16/2025

  Type:Product 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.

  On April 2nd, I contacted Riverscape Counseling to cancel an appointment scheduled for April 3rd. I left a voicemail approximately 45 minutes past the 24-hour cutoff specified in their cancellation policy. I did not miss the appointment without notice; I made an effort to communicate as soon as I could.
  
  Despite the short timing gap and the clear attempt to cancel responsibly, I was charged the full $80 cancellation fee. I respectfully asked for flexibility, but the response I received emphasized rigid adherence to the policy, with no consideration of context, communication effort, or goodwill.
  
  This is not a complaint about the therapist, who was professional and kind. My issue is with the administrative handling of the situation, which felt cold, dismissive, and out of step with the spirit of mental health care.
  
  I understand that policies exist to protect time and resources. However, when they are enforced with no room for reason or discretion — especially when a client has clearly attempted to do the right thing — it reflects poorly on the practice’s values.
  
  Desired Outcome:
  I would like the $80 fee refunded and for Riverscape Counseling to consider introducing discretion into their cancellation policy, particularly for near-miss cases like mine where the client made a good-faith effort to communicate.

• Initial Complaint

  Date:03/25/2024

  Type:Billing 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 was charged a $80 “late cancellation fee” after canceling an appointment more than four hours in advance. My intent was not to cancel the appointment but to reschedule, but there is frequently no one staffed in the reception office. After requesting a copy of the cancellation policy and explaining to the office manager that I had been severely ill that day, I was still refused my refund. Within their policy, “severe illness” is an exemption from being charged the $80 fee. The office manager requested “proof of treatment” paperwork, which again is not required per the signed contract. The office manager refused to hold a phone conversation with me due to a “sore throat”. What is the even more dissatisfying is that the mental health care providers are able to cancel your appointment same day/with very little notice but they hold their clients to a higher standard and take advantage of them by charging them large amounts of money. I would highly encourage those seeking mental health assistance to seek elsewhere, in a more professional environment.

  Business Response

  Date: 03/25/2024

  This client signed an agreement in his paperwork agreeing to be charged an $80 fee for any cancelation/reschedule made with less than 24 hour notice. As he stated, he gave 4 hours notice. 

  In the voicemail the client left to cancel, he made no mention of being being sick.....just that he couldn't make it.

  In our email exchange, there was no mention of him having an "extreme illness" untill after I sent him a copy of the policy he signed. 

  Since our policy only waives fee's in the event of "emergencies" or "severe illness"......we do sometimes ask a client to provide documention to support a refund. Client refused request.

  However, in an effort to resolve this issue, we are willing to refund half the fee, $40, back to client.

  We hope the client will continue sessions with his therapist. 

   

  Business Response

  Date: 03/25/2024

  This client signed an agreement in his paperwork agreeing to be charged an $80 fee for any cancelation/reschedule made with less than 24 hour notice. As he stated, he gave 4 hours notice. 

  In the voicemail the client left to cancel, he made no mention of being being sick.....just that he couldn't make it.

  In our email exchange, there was no mention of him having an "extreme illness" untill after I sent him a copy of the policy he signed. 

  Since our policy only waives fee's in the event of "emergencies" or "severe illness"......we do sometimes ask a client to provide documention to support a refund. Client refused request.

  However, in an effort to resolve this issue, we are willing to refund half the fee, $40, back to client.

  We hope the client will continue sessions with his therapist. 

   

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  There was no opportunity to reschedule the appointment because the office is RARELY staffed with someone to answer the phones. I have called multiple other occasions with no answer. I easily had access to my signed contract prior to you sending. A severe illness was experienced and the contract has been followed. No where in the contract does it request documentation proving treatment for a severe illness or state what you must say on the voicemail if you call to cancel. I am completely unsatisfied with a $40 reimbursement. I have followed all stipulations of the current contract and have attempted to take responsible actions regarding this appointment.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  There was no opportunity to reschedule the appointment because the office is RARELY staffed with someone to answer the phones. I have called multiple other occasions with no answer. I easily had access to my signed contract prior to you sending. A severe illness was experienced and the contract has been followed. No where in the contract does it request documentation proving treatment for a severe illness or state what you must say on the voicemail if you call to cancel. I am completely unsatisfied with a $40 reimbursement. I have followed all stipulations of the current contract and have attempted to take responsible actions regarding this appointment.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 03/25/2024

   

  We feel our offer of $40 was very fair considering the situation.

  Even if the client had spoken to someone that morning to reschedule.....it would still be considered a "late cancelation" of the appointment for that day.  The fee would still have applied.

  However, to put an end to this matter, we will issue a refund of the additional $40 and cancel all his future appointments per his request.

   

   

   

   

  Business Response

  Date: 03/25/2024

   

  We feel our offer of $40 was very fair considering the situation.

  Even if the client had spoken to someone that morning to reschedule.....it would still be considered a "late cancelation" of the appointment for that day.  The fee would still have applied.

  However, to put an end to this matter, we will issue a refund of the additional $40 and cancel all his future appointments per his request.

   

   

   

   

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is an unacceptable resolution as you are not following your own policy. I never once stated I wanted to cancel all future appointments, but it’s apparent you do not want to do business with myself, or proper business in general. This charge will be disputed by the credit card company and I will be happy to provide the credit card company your policy that you are not abiding by. It’s very disappointing that you are charging clients a fee when your own therapists do not have the courtesy to cancel appointments in a timely manner. You are running a business poorly and a poor example of a Downtown Dayton business. This is apparent in your Google reviews where there are multiple complaints of fraud. I hope you can be comfortable with yourself knowing you are STEALING and not abiding by your own written policies. 

  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is an unacceptable resolution as you are not following your own policy. I never once stated I wanted to cancel all future appointments, but it’s apparent you do not want to do business with myself, or proper business in general. This charge will be disputed by the credit card company and I will be happy to provide the credit card company your policy that you are not abiding by. It’s very disappointing that you are charging clients a fee when your own therapists do not have the courtesy to cancel appointments in a timely manner. You are running a business poorly and a poor example of a Downtown Dayton business. This is apparent in your Google reviews where there are multiple complaints of fraud. I hope you can be comfortable with yourself knowing you are STEALING and not abiding by your own written policies. 

  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:07/07/2023

  Type:Billing 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.

  Beginning transactions started in October, I was told with the insurance I am under I would pay $30.00 per appointment, which started with them charges for multiple appointments at the same time, usually up to 3-4 at once, very hard to follow and virtually impossible to effectively communicate with company and 3rd billing company. I strongly believe that I am being taken advantage of because of my mental fragility and purposefully misled about billing information and appointment schedules. Such as charging for appointments which would come out as $80.00 charges for appointments that do not exist. Taking my back account into considerable decline I am only able to work 2-3 days a week due to mental health problems. I came to them through my local hospital during discharge for mental health crisis and I have been grossly misled and Victimized. I have done my research and it is virtually impossible to follow any sort of procedure with paperwork disputing my claims of overcharges and theft. I’ve spoken more than twice and the only thing that has developed are more inconsistencies and problems with reports and documentation. Now they are constantly harassing me with emails, calls and text messages threatening to remove appointments but coincidentally don’t have the time to contact me to discuss the issues in a civil manner. I’m filing this complaint because I believe I am not the only one dealing with this. I would like a quick resolution and will cooperate fully, my end result is a refund of overcharging appointments and zero remaining balance due to this company.

  Business Response

  Date: 07/07/2023

  Greetings.

  We are sorry to hear about any confusion to the client. We thought the matter had been properly explained to the client.

  I started trying to contact the client regarding a past due balance around 6/24. I have not called the client. I have sent 1 email and texted on approximately 3-4 days trying to arrange payment before his next session on 7/8. I do not believe this constitutes "harassment". I was trying to resolve the matter and keep his sessions active

  It is a common practice for clients with over a $100 balance due to have sessions placed on hold till payment is made. As mentioned, I was trying to help keep his sessions active. 

  In a text, the client stated to me that he believed he did not owe a balance, but should have a credit on his account. I told him I would investigate.

  I sent him an email with a explanation and a billing statement attached. There were some some billing errors toward the beginning of this year due to a change in the clients billing information. Those errors were fixed. Some money was refunded and some was left as a credit on the account to pay for future co-pays and such. 

  The credit on the account was blown through faster then the client may think. This was largely in part due to 4 missed or late cancelations by the client since April. Instead of a $30 co-pay, he had to pay the $80 fee for missed/late canceled appointments (as described and agreed to in the new client paperwork). 

  The client is not being mislead or taken advantage of. I understand that the billing/insurance stuff can be confusing, but everything on the clients account is properly charged and balanced out now, except for the $110 current balanced owed. That includes a $30 co-pay and an $80 late cancelation fee.  

  I am sorry if I didn't explain the matter more clearly to the client. I did not receive a response to the email. If he had responded with any questions or asked for a phone call or meeting to go over the info, I would have gladly helped. 

  The only was response we received was the client canceling all his sessions yesterday.....and the BBB complaint today. 

  Customer Answer

  Date: 07/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when I have attempted on multiple occasions to get in contact with the insurance billing company, I have been met with nothing, I am fully aware of how my own insurance processes requests and payments. I will however be faulting Riverscape on their misleading statements and  general lack of concern for their vulnerable clientele, I am faulting the billing company on the grounds of faulty charges, lack of communication, and in general zero accountability and effort. Unfortunately within the past 48 hours I was charged another 110$ dollar and have still failed to communicate any sort of response, or evidence to help me understand their view on these charges, and I continue to ask for any help or assistance and they fail continuously. As a result of these continuing difficulties I have been forced to cancel me back card and still have not received any sort of communication. I will continue to dispute any mad all charges made until I am 100% satisfied in understanding of these charges and an extremely detailed statement written on physical paper in wording that I can understand. I will patiently await a response.

  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 07/18/2023

   

  As stated before.....the billing is accurate. The errors at the beginning of the year that caused confusion had to due with clients secondary insurance going inactive and we weren't notified for a bit. It caused a misunderstanding about the deductible. The problem was minor and fixed.

  When the recent "past due" popped up. The client and I spoke via text. He asked about a credit on the account. I investigated. I emailed him a detailed explanation....and a copy of the billing account statement to review. I never heard back till the complaint.

  I will attempt to reach out to the client again and offer to meet and review the info face to face if he likes.