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New Roads Behavioral Health

2450 East Fort Union Blvd, Holladay Cottonwood, Utah, United States, 84121

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Reviews Drug Addiction Treatment, Mental Health Services New Roads Behavioral Health

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New Roads is one of the Best Treatment centers in UTAH. They really educate you on addiction and are some of the thought leaders in the space. Highly recommend them

I asked New Roads, prior to sending in the signed paperwork for our daughter’s admission, if I would know well enough in advance to avoid paying past the release date specifically because of the “no refund” written on the contract. Amanda F answered with a solid yes, that we will have enough notice to prorate the statement to align with her release date. We had also been told by the lady we spoke with prior to signing her up, that we would know very shortly in how long she would be there. I continued to check in before each billing date to see if there was a release date. I asked the therapist on 11/20 and again on 11/27, and all he could tell me was could be a month, maybe longer. Then almost immediately after billing went through for the entire month of December, I was given the release date of 12/21. Therefore, we were overcharged by $2000. I did whatever I could to avoid being overcharged. I have the email with Amanda saying that we would have enough notice. I have emailed Amanda’s manager, Spencer Palmer, on 3 different occasions with no reply back.

New Roads Behavioral Health Response • Jun 24, 2019

Dear Ms.,

Please see the attached copy of the contract you initialed upon admission.

"The Responsible Party acknowledges that all amounts paid under this Agreement will not be refunded under any circumstances, including, without limitation, if the Client leaves the New Roads facility prior to the end of a month. Responsible party further acknowledges that such amount does not constitute a penalty or liquidated damages, but rather is paid as consideration for New Roads foregoing other clients by admitting the Client. Responsible party agrees that New Roads assumes no responsibility for any amount forfeited in accordance with this Section and waives any and all claims to any amount forfeited hereunder.

I have spoken with members of our Executive Team. They understand you removed your child from the facility to be home for the holidays. We have not found any documentation or correspondence that would undermine the above stated no refund policy. Amanda mentioned you requested your financial statements for tax purposes and felt the conversation was amicable. Given that, we were not aware you harbored these concerns.

Sincerely,

Spencer P

New Roads Behavioral Health Response • Jul 27, 2019

We have sent out the contract and reached a resolution.

Customer Response • Jul 30, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Sincerely

My daughter died at New Roads Behavioral Health in Cottonwood Heights in April 2018. I never got a phone call from them my son had to call me. Despite them knowing I was very involved in the treatment and had done several phone therapy sessions. They’re sober living facilities are uncared-for unattended and from me talking to several other girls who live there this facility is full of drugs more attainable and easier to get than anywhere else. My daughter begged for supervision and to not be isolated and they put her in a room alone. They turn and burn them out of residential into sober living and all they care about is money. When I called them out on this Spencer the COO told me ‘well she was going to be alone anyway’. They have been unhelpful and unkind to me the mother during the darkest days of my life. They have blocked me from making any comments on any of their websites their Google page is full of fake five star reviews. Peoples lives are in danger here and this facility needs to be investigated I am doing all I can to make that happen.

Our son was admitted in patient to New Roads for 2 1/2 months for treatment of borderline personality disorder after a serious suicide attempt. New Roads is an in network provider for Blue Cross/Blue Shield Minnesota. Blue Cross approved 3 months of in patient treatment to New Roads for my son. New Roads required a $6000 deposit upon admission to be held on account in the event Blue Cross did not cover the in patient care. My son left New Roads after two 1/2 months and making no progress and attempted to kill himself. In addition, I placed $200 on account for my son of which only $50 was spent. I emailed Amanda Fashion at New Roads requesting a refund of the $6000 and other funds on account and her response stated that I would have a response on October 22nd, however, I received no response. I emailed her again November 15th and again received no response. New Roads was paid in full for the treatment of my son and it is unjust enrichment for them to keep my funds and be paid twice for the same services.

Furthermore, I question their advertisement of treating borderline personality disorder as I do not believe their therapists have the proper training or licensing to treat borderline. On their website they have mental illness articles, one of which is about borderline personality disorder, authored by a Faith ***, which is either a fictitious name or someone that does not appear to have professional knowledge of borderline personality disorder as my research has turned up no professional results and she is not identified as an employee. These articles and other advertising regarding the treatment of borderline on their website is a reason I chose New Roads for my son.

New Roads Behavioral Health Response • Nov 26, 2018

To whom it may concern,

We certainly are concerned regarding ***’s, or any patient’s or family member’s, frustration with our policies or financial decisions. *** did sign a contract which clearly states there are no refunds. That said, we have and will always strive to conduct ourselves fairly. This instance will be no exception. Our patient account liaison, Amanda, conveyed this to ***. She did respond to him stating that she was not authorized to provide any reimbursements, but that she would take it to the next Executive team meeting where reimbursement requests are considered. That meeting is scheduled for this Thursday. The amount that has been stated is not a deposit, it’s a fee for a service. We will notify the family after the meeting of our proposal. If they need to speak before then they can call our Executive Director, Spencer P, on his cell phone 801.678.9631. In my experience, we have always been fair in that meeting.

Please let us also address the confusion regarding information on our Facebook blog. We apologize for any confusion adding a fellow Dialectical Behavioral Therapy (DBT) therapist’s insights may have caused. It was meant to discuss DBT as an approach. *** seems to assert there are no DBT experts at New Roads. There is no other way to address that other than to say that simply is not the case. All of our clinicians have been intensively trained by national DBT experts, who have come from Behavioral Tech, the historical headquarters of DBT. Most have had 100’s of hours of DBT training.

Again, we believe we can resolve this by week’s end. We commit to proceed fairly and considerately.

Customer Response • Nov 30, 2018

Complaint: ***

I am rejecting this response because:

The $6000 was a deposit in the event insurance did not pay for our son's care. As discussed below, it is NOT a fee for a service as NO services have been provided that insurance hasn't paid for. It would be an unjust enrichment for New Roads to keep my deposit as they would be paid twice for the same service.

Blue Cross advised New Roads on August 16th that our son was approved for 90 days in patient care expiring on November 5th. New Roads confirmed prior to admission that all deductibles and copays for 2018 had been satisfied. On or about October 9th our son left the facility without his personal items and was told he could not return to New Roads. On October 10th we contacted his therapist and asked why he would not be allowed to return. She said she agreed with the decision--and did not even ask how he was doing or attempt to advocate for him.

On October 10th I emailed Amanda F who has processed the $6000 payment and asked for the return of my deposit since Blue Cross approved his care and New Roads would not let him return. She responded and said there were no refunds. I responded on October 11th and advised that Blue Cross had authorized payment for all services. Amanda responded and said she would "advocate" for me at the next board meeting on October 18th and be in touch when she receives a response. Since I had received NO response, I emailed her again on November 15th asking for the status of the return of my deposit. I reported this claim to BB on November 16th since I again received no response. On November 16th, Amanda responded via email and stated "we have now been paid on all claims through your insurance company. I have put the account back on the executive agenda for 11/29. I will be in contact with you once the team has discussed the account." It is now November 30th and I have received no response. Since I again received no response, I submit this response, and again demand the return of my deposit since as stated by Amanda--New Roads has been paid on ALL CLAIMS. All of the aforementioned discussions are in writing via email.

And I assume the $200 placed on account for my son's expenditures also belongs to New Roads as well? This balance should have been sent to me immediately.

In response to the second paragraph, I state that I did not mention "Facebook blog" in my original complaint. I clearly state I am referring to their website advertising--NOT Facebook blog. Never did I mention Facebook or blog. Interesting response. Based upon New Roads additional explanation in their response, it would appear I am in error and New Roads therapists are DBT certified. I would ask that New Roads provide the DBT certification document for the therapist treating our son.

Sincerely

New Roads Behavioral Health Response • Dec 18, 2018

We did review ***'s concern on 11/29. We concluded he was due a refund. We are in agreeement. We did not respond to him by 11/30, which we pledged. This was due to a misunderstanding between two staff members. Both of whom believed the other was notifying ***. For this we apologize.We have emailed ***, informing him of our agreement and our intention to pay by month's end. He replied by sending his address. We believe this resolves the matter. Though delayed, we believe we have been fair.Tell us why here...

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Address: 2450 East Fort Union Blvd, Holladay Cottonwood, Utah, United States, 84121

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