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Recovery Associates Group

1031 Brookfield Rd, Memphis, Tennessee, United States, 38119-3836

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Reviews Counseling Recovery Associates Group

Recovery Associates Group Reviews (%countItem)

My family and I attended therapy sessions with Scherri H between June and December 2019. During our visits we were required to pay the balance in full on the date of service. Mrs. H waited until November 2019 to start submitting her bills to my insurance company. So all the money she received between June and November was never reported to my insurance company to be applied towards my deductible. Because she didn't keep good records of our dates of service, when she finally started billing my insurance, she billed for dates that we didn't receive service and duplicate billed for several days that we did receive service. Due to her untimely billing, my insurance company also paid her for dates that were already paid in full. According to her contract with my insurance company, she's supposed to reimburse the customer for over payments, but she has refused and is currently withholding $1,390.20 that doesn't belong to her. Realizing that she messed up my deductible by not submitting her bills on time, she offered me a $300 discount on my deductible. That caused me great concern because service providers cannot issue credits on a deductible. To this day, she still hasn't submitted all of her 2019 bills to my insurance company.

And although she owes me $1,390.20, she sent me an email on 2/25/2020 threatening to send my account to collections for the $240.41 that owe her, which is much less than the amount that she owes me. We wouldn't be in the mess if she had billed correctly and on time.
Product_Or_Service: Therapy

Desired Outcome

Refund I would like to Scherri H to refund the $1,390.20 that she owes me ASAP!

Recovery Associates Group Response • Mar 24, 2020

While we are appalled and disheartened by the frivolous allegations made by ***, filing some form of complaint against treaters seem be a pattern. In her distortion of the facts, she failed to mention a few important developments, chief among them include: 1. We have made every attempt possible to resolve this with her even to the extent of hiring an outside third-party to examine her accounts. 2. A check was written to her on November 26th, , 2019, and two other payments to her insurance company to which she acknowledged via email on March 11, 2020, at 10:39 am. In the vain of providing exceptional care, we also allowed her to continue receiving treatment after delaying payments for her last four sessions, which she promised to pay but haven't done so to date.

In the industry of Behavioral Health, it is not uncommon to encounter patients who misunderstand or intentionally distort facts. This behavior is typically exacerbated with court-ordered divorce situations in which there tend to be one disgruntled parent who relentlessly seeks revenge for all matters that appear unfavorable. We are saddened to know*** continue to pursue payment that does not rightfully belong to her. She cannot receive compensation for the dates the children were not in her custody and sessions were paid for by the father and his wife nor can she receive payment that should be redirected to her insurance company.

We take patient concerns and feedback seriously and work diligently and swiftly towards resolution. We have systems in place to ensure efficient and transparent interactions ,with our patients, at the highest level of ethical standards. To that end, we have conducted several internal audits, hired an outside entity to examine *** records and worked closely with her own insurance carrier. ALL reports indicated the same findings; not only is there not a refund owed to *** but she in fact has an outstanding balance with our office. We feel strongly that due diligence was activated in the matter and as such, we consider this matter closed.

Customer Response • Mar 26, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response of the business due to the fact that Mrs. H is not being honest about her record keeping errors or the fact that she stills owes me money. For Mrs. H to have to call in a third party after I filed this complaint, further confirms that her records are inaccurate. It took me to two hours on the phone with *** to reconcile our accounts, so I'm not sure why Mrs. H needs three weeks with a third party vendor to complete the same reconciliation. I have attached the audit that *** performed on our accounts which further confirms that Mrs. H owes me a refund. Instead of refunding me the money, she sent the funds back to *** in Mid-March. Because her contract with *** states that she is supposed to refund the customer, they sent the funds back to her. Although Mrs. H issued *** a refund, it wasn't for the correct amount. So, I am still concerned that her records still are not accurate and she still doesn't know the correct amount that she owes me. As Mrs. H prolongs this process and refuses to issue me the refund, it prolongs the payment that I need to make on my daughters ER bill. My other concern is that Mrs. H states that I owe her and that is correct. But she owes me much more money than I owe her, so I can't understand why she doesn't deduct the amount that I owe her from the funds that she is currently withholding. This matter shall remain open and on record as long as Mrs. H is continuing to with holds folds.

Recovery Associates Group Response • Apr 14, 2020

In an effort to provide clarity on some misinformation reported by ***, our records are indeed updated and accurate, thus the reason we continue to stand on our original position. We sought a third party, as an act of good faith and to help reconcile the difference in our records and ***; the results were conclusive that she has an outstanding balance with our office and no money is owed to her. *** acknowledged that we refunded *** inwhich we did; however, *** has yet to send any of those funds back to us. When and if they do, we will send those funds to *** expeditiously. As previously stated, we have worked diligently around this matter and want nothing more than to provide assurance and resolve for ***. Unfortunately, we cannot offer money to her that does not rightfully belong to her. We consider this matter disposed and will not offer any additional rebuttal.

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Address: 1031 Brookfield Rd, Memphis, Tennessee, United States, 38119-3836

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