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Sterman Counseling and Assessment

1025 Connecticut Ave NW Ste 1000, Washington, District of Columbia, United States, 20036-5417

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I have been working with *** since January 2018. Initially, *** started charging me more money than she should have because she didn't know what my co-pay was. However, she adjusted this as she realized, which I appreciated. However, I was also in the *** through ***, and apparently from 2/15/18 onward I was not supposed to be paying any co-pays at all, though they continued to charge me. I was issued a small refund, and it just appeared in the mail randomly months later (would have been nice to get a phone call back so I could expect it). Months later after that, upon speaking with someone from the insurance (Julie F S) I realized it was not the full amount. I understand the confusion and that is not what my complaint is about. However, how Ilana S handled this matter (or lack thereof) is VERY concerning. I had called multiple times to try to straighten out the issue and got no replies back. She did reach out to my *** so I know that she got my message at some point. She then sent me a reply in the snail mail and sent it to my old address (without even calling me back and confirming that my contact info was the same). The letter stated that they issued me a full refund and didn't owe me any more money. I would have loved to tell them about the ***, so that I could explain why I believe they owe me more money, though I never received any phone calls back. Finally, after several attempts, we get in touch over the phone (she happened to answer for once), at which point she started speaking over me, and cutting me off while I was trying to explain my side. She spoke to me in a very condescending and rude tone. I have dealt with suicidal thoughts on and off for the last year and when a mental health care provider treats me like I'm stupid, and like I'm a burden, I find this deeply concerning. I got off the phone in a terrible mental state that put me down a negative spiral.

Sterman Counseling and Assessment Response • Dec 03, 2018

December 3, 2018
Re: Complaint ID
Dear Sir or Madam,
This letter is in reference to the above-referenced complaint. I appreciate the work that the Revdex.com does in assisting consumers, so thank you for following up with this.
The individual did receive services at this business earlier this calendar year, from January 10, 2018 through June 5, 2018. She did enter the ***, according to her insurance company, in mid-March 2018. We received in June 2018 the Explanation of Benefits, clarifying what the customer’s responsibility was for services. On June 12, an invoice indicating all payments made by the customer, as well as indications of her responsibility (including a charge for an appointment that was cancelled late for early March 2018). With this invoice there was a check of $70 included for a refund due. That check was deposited on June 19, 2018.
I did not hear from the customer until approximately mid- to late October 2018. To address her message (indicating that she believed she had an additional balance due), I sent her a follow-up invoice and letter indicating that available records did not reflect that.
In early November 2018, the customer called again. My phone records indicate that a voicemail was left for her, though the customer stated during our last conversation that she had no record of that. She left another voicemail the week of November 19, 2018. Her call was returned that day. She followed up November 20, 2018, and we were able to have a brief conversation. During this conversation, she was quite hostile. Toward the end of the conversation, I stated that I would pull together all of the receipts of payments so that we could go over the invoice together, and that I would call her back once I was able to do so. She began insisting upon setting a time for that, which I was unable to do at that time. I stated that, and that I needed to go into another appointment and would follow up with her as soon as I was able to pull together the records so that we could schedule a time to talk. She became more hostile, and ended the call by saying “see you in in court, bh.” I have not spoken to the customer since then, given that threat. Given how angry she was, I am unsure if she remembers saying that, since sometimes we say things in anger that we do not recollect clearly.
Shortly after our telephone conversation, I received a call from her insurance company. They stated that two dates of service had been processed incorrectly on their end, and that they would reprocess that. I stated that I would send an additional refund as soon as that was received. I have not yet received that, but anticipate an additional refund of $20 being due.
Please note that, due to confidentiality and HIPAA responsibilities, I do not email with current or former customers, since our email server is not HIPAA compliant.
I am sorry the customer felt that she was perceived as not intelligent or a burden. She is a very intelligent individual and was, in no way, a burden. I was communicating by mail both to protect her confidentiality and to limit misunderstandings that can sometimes occur with verbal communication.
I hope this assists with your investigation. Please feel free to contact me if I may be of any further assistance. I may be reached at ***.
***

, Psy.D.
Ilana S, Psy.D.
Director

Customer Response • Dec 05, 2018

[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 as Answered]

Complaint: ***

I am rejecting this response because: the business owner refuses to recognize her own 'hostile' attitude that worsened my health condition and drove me to almost commit self harm (I had a phone call with Julie F S after speaking with *** who calmed me down). I truly feel that *** needs to retire as her bedside manner, or lack thereof, is appalling. She also did not address the portion regarding her failure to return my phone calls. I can check my verizon records and prove that no voicemail was left for me, if necessary. I also was NEVER informed of a cancellation fee in early March -- ever -- though it has mysteriously appeared on this statement that she sent me. I have never received a receipt for such and do not have any record of paying a cancellation fee when checking my bank statements. I believe that if she was to charge me a cancellation fee, I should have been notified back in March when it occurred -- and should have received a receipt for this -- rather than her following up months later regarding a dispute.

Regards

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Address: 1025 Connecticut Ave NW Ste 1000, Washington, District of Columbia, United States, 20036-5417

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