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Sterling Behavioral Health Services, Ltd

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Reviews Sterling Behavioral Health Services, Ltd

Sterling Behavioral Health Services, Ltd Reviews (2)

Review: This company has all patients sign an agreement that they will pay a late cancel fee for canceling an appt without at least 24 hours notice. Due to unavoidable emergencies I have paid this fee without question.. The part that seems unethical to me is that the reminder calls that are made regarding upcoming appointments are always made after the allowed 24hour cancellation time. The message even includes a reminder that if you must cancel with less than 24-hour notice there will be a late cancel fee, and doesn't even mention that if you are getting this message it is already too late.Desired Settlement: I would like to see the reminder calls made at least 36 hours in advance of the appointment. The method they use by making the calls after its already too late to not be charged, seem like a somewhat underhanded way to make additional money. Especially as there are almost always waiting lists of people who need to get in ASAP and are hoping for a cancellation so that they can get in. I know this first hand to be true in regards to my own daughter. Either that or the reminder call message should just say that if you are getting this message it is already too late to cancel and if you do so now, this is the amount of the fee.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

It is still my

contention that SBHS courtesy reminder calls are not truly a courtesy to their

patients. Their response clearly states “These calls are not and never were

intended to provide patients a means to cancel an appointment, but simply to

‘remind’ them that they are scheduled.”

But they also state, “It is, and always has been, the patients responsibility

to remember that they have an appointment.”

So what is the point to the “courtesy reminder call”? If it is and always has been the patient’s

responsibility, then why remind them?

Contrary to the letter sent in response, my issue is not their late

cancel/no show fee!

Review: I cancelled an appointment for my son via telephone 3 and a half days before a scheduled appointment. I called each day until the morning of the appointment to verify the cancellation because I was well aware of their strict cancellation and "No-Show" policies. My son had a virus and was unable to be in public for about a week and I had no choice but to cancel. The office staff told me upon calling that "His appointment has been cancelled" but was also told that, "The doctor will call you if he has an issue with this". I was not comfortable with that and therefore kept calling up until the day of his appointment. I was told the same thing that each time I called. The last time I called was the day of his appointment and I explained to the office staff that I was concerned because I had been told several times that it was cancelled but that the "Doctor would call if he had an issue with that" and I didn't want to be charged. She told me that there were not any notes on his account and that everything was fine but, yes, if the doctor had an issue, he would call. This was very frustrating but I thought for sure it was the end of it since I had called and followed their policies. It was not until later, after I removed my son from Sterling Behavioral Health Services, that I found out that they did indeed bill me for this visit, even though I had cancelled and followed their required policies. .

On another occasion, I took my son to a scheduled appointment at SBHS, signed in and waited. This appointment required me to take my son out of school early. After over 30 minutes, I was told in a very rude way, that my appointment was actually scheduled for that morning and not that afternoon. I questioned her on this because I had scheduled several appointment, in advance during my initial consultation with them. I explained that I had dictated back to scheduling the days and times and they confirmed. I told the staff this while I was in the office and was told that "Well, people make mistakes and obviously you made one". I was also told, "If you put them in your iPhone calendar, then you made a mistake by doing that because iPhones always mess up scheduling and cannot be relied on". The lady at the front desk who was telling me this was very rude and condescending. When I told her that I did not make a mistake she abruptly got up from her chair, rolled her eyes and began to talk about me loudly in front of the rest of the desk staff. I was embarrassed and my son was humiliated. They were talking about me rudely as if I wasn't even standing there. At that point, I asked for the manager. She came out and was not at all helpful. She breathed a sigh at me and rolled her eyes. She told me that she never makes mistakes. I told her that I know I did not make a mistake because I had the times writen down at home, on my phone and on my work calendar and that I had confirmed each appointment verbally with her previously. I told her that I did not give SBHS permission to charge my credit card on file for this appointment. She told me that they never charge automatically and that I would not be charged. I reiterated that I know what their policy was and that I did not want to receive a bill as a result of their mistake. The staff continued to roll their eyes and snicker to one another and make comments about what was happening. Other patrons noticed this. The manager again told me that she didn't know how things got messed up but that it was and that I had been the one to do it. She was just so very rude and unprofessional and unwilling to hear me out. I felt helpless - they would not listen to my side at all.

I was so shocked at their impudence and deliberate, unprofessional treatment and behavior that I immediately cancelled all future appointments. I had taken my son to Sterling Behavioral Health only one time prior to this and refused to ever come back because of this treatment. I told the desk that I have a business as well and that I would be very angry if my staff ever treated customers the way they treated me.

As I was leaving, a gentleman who was in the waiting room stopped on the walkway to me to tell me that he heard what happened and that he was not at all surprised because they "make mistakes with scheduling all the time". He said that they are always very disorganized and impolite. We chatted for a minute or two about it then I left with my son.

Now for the issues that I hoped had not happened. To add insult to injury, I have been billed for both appointments. I called the billing office on numerous occasions and left messages since I have not ever called and actually had someone pick up the phone. At one point, their message said something to the effect of, "I have a lot of messages to return and will do my best to call you back within 3 days..." I have called no less than 10 times with no success. I am not sure that anything would actually be accomplished even if the billing department did answer considering the way that Sterling Behavioral Health Services conducts business. I did let them know via message that the billing was unjustified, that I was not responsible and that I would be contacting the Revdex.com.

I would like for the bill to be eliminated. I have an excellent credit rating and they are threatening to send me to collections if they do not receive payment by June 15th in the amount of $175.00. This amount has been adjusted from their alleged amount owed of $215.00. I find it hard to believe that they would take any amount off of a bill that they say someone owes without talking to that person first. After all the calls I've attempted, all I get is an unjustified bill that has been reduced slightly. I do pay my bills - I am not a liar or a thief. I have actually been paying another doctor to treat my son who is 4 times as much and have never had an issue. This doctor is his original doctor and does not even take insurance but it is worth it to get reliable, professional treatment and to deal with a courteous office staff with a professional work ethic.Desired Settlement: I believe that Sterling Behavioral Health has the responsibility to comply with their own policies and also to recognize their mistake and therefore eliminating the unjustified bill, making it $0.00, without any consequence to my credit. I believe it is the responsibility of Sterling Behavioral Health Services to cease any and all collections immediately while this complaint and dispute is in progress.

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Description: Health & Medical - General

Address: 20905 Professional Plz Ste 202, Ashburn, Virginia, United States, 20147-3409

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