Timberline Knolls Residential Treatment Center

Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ Resident was approved for admission and entered treatment at Timberline Knolls on 12/4/At the time of admission, the guarantor of the insurance with Preferred One, had met both the annual deductible and the out of pocket requirementsTherefore, the up front cost to come into treatment was communicated to be zero Preferred One Insurance required precertification which was called in on l2/8/Authorization was denied due to the fact that the resident did not have any previous treatment in PHP or IOP level of care(lower levels of care than Timberline Knolls which is residential level of care)The case went to a Peer to Peer level with the insurance company where Timberline Knolls attempted again to obtain authorizationThe case was again denied on 12/11/ Father of resident was informed of denied coverage on 12/11/ Due to the denial, the uncovered days of 12/4/14-12/13/15, (total of nine days) charges were reduced from $8,to $7, Additionally, Timberline Knolls arranged and paid for the resident's airline flight back to Minnesota when father made the decision to proceed with discharge due to lack of funding Timberline Knolls sent the guarantor statements with no response before the account was transferred to collections on 3/10/ In summary, there were no fees required for the resident to come in to treatment Insurance coverage does not guarantee authorization by the insurance companyTimberline would not call in the clinical information to the insurance company until a face to face assessment was done with the resident The charges that remain are for uncovered days of treatment which totals $7, Timberline Knolls reduced the daily rate charges and paid for the resident's flight home as goodwill gestures The account balance remains $7, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) We recieved information about a zero baleance and zero owed for treatmentAnd when our daughter was released there was still zero owed and zero due as was confirmed by leadership of Timberline at release Final Business Response / [redacted] (4000, 9, 2015/05/07) */ The author of this complaint has been contacted today, May 7th, He was given the following information: "Timberline Knolls has conducted a thorough and detailed review in response to your complaint and refusal to remit funds for services rendered to daughter, dates of service 12/4/14-12/13/Effective May 7th, your account balance of $will be removed from collectionsYou should no longer expect to receive billing statements." Timberline Knolls considers this complaint resolved

Initial Business Response / [redacted] (1000, 5, 2014/08/07) */ Case# XXXXXXXX has been thoroughly investigated by Timberline Knolls Compliance staff The findings are as follows: Resident was admitted to TK Behavioral, LLC on 2/15/Per quote of benefits provided by her insurance carrier on 11/15/13, her initial responsibility would be a deductible in the amount of $372.73, out of pocket amount of $2654.73, $co-pay and 30% co-insuranceThe total amount due at time of admission was $Resident paid $2700.00($and $300.00) with a balance due of $ Autorizations were obtained per insurance instructions and claims were submitted for paymentInsurance denied benefits on 3/18/14.On 3/18/14, resident was informed of the denial and requested an appeal.An appeal was filed per resident request and TK was informed on 3/21/that the appeal was completed and denial upheldResident discharged on 3/21/14.As of 3/21/14, the balance was $which was for non-covered days at $750.00/day (discounted rate) and remainder was co-pay,coinsurance and deductible A statement was sent to the resident on 5/2/14, returned marked "return to sender" and "unable to forward"Call to resident on 5/28/14, vm message left.Resident returned call on 5/28/and submitted new,corrected addressResident stated she did not want to discuss, stated to send her a statement and discontinued callStatement sent via postage mail on same day The final insurance payment was received on 5/7/and another statement was sent on5/30/On 6/10/14,resident called and stated she did not receive statementAnother statement was sent along with copies of the insurance explanation of benefits On 6/16/14, resident requested a claim for the days not covered by insurance (3/16/14-3/21/14) be submitted to her insurance for denial reason only so she could have for her recordsThe request was accommodated and denied as not authorized services On 8/4/14, TK staff phoned insurance and received verification that the above service dates were denied Summary: Charges for care were billed correctly to the insurance carrier Multiple attempts were made to discuss balance with resident via phone and email The self-pay portion of the account balance was due from the resident Statements were sent to the resident via email and postage Of note, TK does not have a scholarship program for services providedHowever, TK did provide a daily rate discount to this resident for non-covered days TK has waived the remaining balance of $3,as of 8/7/due to this resident's financial difficulties and situation The Finance staff has been instructed to send an an adjusted balance statement to the address on file indicating a zero balance as of 8/7/

Very disappointed in our experiences with this facility and their practicesI feel they misreprented what really happens when you bring your daughter thereMy daughter experienced alot of bullying and didnt want to participate in group therapy with the bullies, when I addressed this nothing was done to stop itIt appears as though a majority of the girls are diagnosed with an eating disorder when they told me my daughter had one I had to laughI feel totally scammed, pulled my daughter out after days and they certainly made a profit That to me is their dole focusSave your money!

Slick sales pitch at admissions call for Timberline knolls They work hard to present their imagineRarely did I find what they told me to be accurateThey didn't get my daughter her medication at night the two nights and when she had a panic attack they didn't want to handle it because it's their protocol to send the kids to the ER and then to a psych wardAnd when she got back to her Lodge they require the kids to sleep on the floor in the common area where they stay at all day which is dirtyThink about it, the kids have eating disorders, they throw upthey have self-harming behaviors, there's blood and pusand then spittingThey are required to sleep there because they are in close observation which I agree with but not the floorIf the kids rebell against sleeping on the floor then they are considered non-compliantGuess what happens thenthey called for an ambulance to go to the ER and then evaluated at a psych wardI would definitely read reviews before you go and take a tour and asked plenty of questionsI asked a lot of questions before traveling hours but the answers were all incorrectThat's why I stayed it's a slick sales pitchI could never get direct questions answeredThey try to redirect me like they were supposed to do the kidsAnd another issue my husband and I watched a adolescent cuss out and talk about a group for minutes and the BHSs never redirected her somewhere else or even tryThe other girls sat and watched her along with us and listened to her ugly talk until a BHS came over to let us out because visiting hours were overHow did they not know if she was triggering the othersJust be aware when choosing Timberline Knolls

We had a few patients with horrible experience, expensive, waste of money, fraudulent billing, doctors do not spend time nor see patients, mostly group therapy or individual psychologist 1-times a week Inefficient care team, unable to obtain prior approval from Insurances Patients will receive bill!! Timberline is a money grabber once the patient is admitted Poor Quality of treatment, not helpful Never, Never, Never recommend any friends or family to this facility- [redacted]

If you are suffering with an eating disorder or struggling with substance abuse this is probably a good place for youI suffer with major depression and anxiety and did not fit in at allAbout 50% of residents suffer from eating disorders and are 18-About 40% are dealing with substance abuse problems and the remaining 10% suffer with PTSD, flashbacks and panic disordersMost of these women suffer with co-occurring disorders including depression and anxiety, but not those two disorders aloneThis program is meant to treat younger women with eating disorders and/or substance abuse, as well as other co-occurring conditionsIt is not meant to treat depression and anxiety as the main condition and it is certainly not geared toward mature womenSeveral woman in my lodge were dealing with severe PTSD and panic disordersHonestly, it was terrifyingAfter watching multiple daily occurrences of flashbacks and panic attacks, my anxiety got so bad my hands started to shakeThere are 3-beds per room and one bathroom which is unlocked in the morning for approximately hour and again in the evening for about minutesThere is one main bathroom with stalls that is used the remainder of the time by approximately womanIt must be unlocked by staff in order to use and is usually monitored while In use for those with eating disordersResidents are not allowed outside unless accompanied by staff and for only 10-minutes at a time and to walk to the dining hallCertain residents who have met incentives may leave their lodge along for minutesUpon arrival, personal belongings are examined thoroughly by staff before you receive them, which may be the next day in some casesThings such as dental floss, Q-tips and emory boards are locked in a cabinet accessible only by staffYou are however allowed to have knitting needlesTK is severely understaffedGod forbid more than residents are having flashbacks or panic attacks at the same timeOne DBT group I was in was spent just trying to calm one woman, then two, then threeI saw my psychiatrist only once and my therapist twiceDuring my initial evaluation with my therapist, she shared many personal facts, possibiy in an attempt to connect, but I found it extremely unprofessionalIf you decide to check out early don't count on leaving with more than days worth of medication regardless if you brought it with you or it was prescribed thereI had to replace approximately different medications from different doctorsBoth my insurance and pharmacist asked why they would not return the medicationsA question I asked the nursing staff which could not be answeredI never signed any document to this affect because I asked them to produce it and was told they have no such formI believe it should be part of the 45-minute phone intake process to assess if this facility will be useful for treatment of each specific patientI was the ONLY women there suffering from depression/anxiety as a primary disorderProspective residents should be informed of the main objective of the TK curriculum, which is recovery from some sort of addiction whether it be ED, substance abuse or self harmTK should also have prospective residents sign a consent form prior to admission stating that bathrooms are locked, you may not walk the grounds freely and that any personal medication will be kept except for a 5-day supplyBy the way, this includes hormone replacement dermal patchesThat one still baffles me

Ms.***, thank you for reaching out. We apologize for any inconvenience you may have experienced. Please contact me directly at *** and I will assist you with any questions and or concerns you may have

Initial Business Response /* (1000, 5, 2015/02/05) */
On behalf of Timberline Knolls, thank you for bringing this matter to our attention
An internal review of this former resident's account has been completed
A summary of the findings is as follows:
Upon admission to Timberline Knolls
on 9/12/14, *** was given and signed the Financial Responsibility AgreementPer Timberline Knolls approved policy and documented in the Financial Responsibility Agreement, "refunds are not processed until final insurance payment is received." As stated by the insurance company, Authorization does not guarantee payment
Timberline Knolls has a good working relationship with the insurance provider, BCBS, and as such, has been working to resolve the billing issue related to ***'s servicesTimberline Knolls is confident that there will be resolution to this matterIn regard to the resolution with BCBS, there is nothing required of ***
Although there is no obligation on Timberline Knolls part to refund *** her monies, in an effort of good will and commitment to quality service, Timberline Knolls will issue a refund to *** in the amount of her original deposit of $She will be contacted on February 6th, by the Finance Department to make arrangements for the refund
Timberline Knolls is a facility that continually supports and encourages performance improvement
Thank you for the opportunity to respond and resolve this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Above, Timberline Knolls says "*** will be contacted on February 6th, by the Finance Department to make arrangements for the refund." It is now February and still nobody from TK has contacted meTherefore, I am not satisfied with their response
Additionally, their response indicates that they did not actually read my complaint, which states VERY CLEARLY that my problem is not with their refund policy, which I explained VERY CLEARLY that I am aware of and accept; but rather with the fact that they did not communicate with me and would not pick up or return phone calls after January
I will be happy to formally "accept their response" once they do what they have promised and refund me my $
Final Business Response /* (4000, 9, 2015/02/12) */
On February 11th, 2015, the Business Office Director, *** *** attempted to contact *** by phone
Unable to reach *** by phone, *** sent the following email: " Ms***, I tried to contact you at XXX-XXX-XXXX and leave you a messageYour voicemail states you are unable to access your cell phone and requested messages be sent via email
In response to your Revdex.com complaint, Timberline Knolls processed a credit card refund in the amount of $2,on February,2015." Credit card refund receipt was attached to the email
Timberline Knolls considers this matter resolved as of February 12th,

Initial Business Response /* (1000, 5, 2015/04/23) */
Resident was approved for admission and entered treatment at Timberline Knolls on 12/4/2014. At the time of admission, the guarantor of the insurance with Preferred One, had met both the annual deductible and the out of pocket...

requirements. Therefore, the up front cost to come into treatment was communicated to be zero.
Preferred One Insurance required precertification which was called in on l2/8/14. Authorization was denied due to the fact that the resident did not have any previous treatment in PHP or IOP level of care(lower levels of care than Timberline Knolls which is residential level of care). The case went to a Peer to Peer level with the insurance company where Timberline Knolls attempted again to obtain authorization. The case was again denied on 12/11/14.
Father of resident was informed of denied coverage on 12/11/14.
Due to the denial, the uncovered days of 12/4/14-12/13/15, (total of nine days) charges were reduced from $8,955.00 to $7,650.00.
Additionally, Timberline Knolls arranged and paid for the resident's airline flight back to Minnesota when father made the decision to proceed with discharge due to lack of funding.
Timberline Knolls sent the guarantor 7 statements with no response before the account was transferred to collections on 3/10/15.
In summary, there were no fees required for the resident to come in to treatment.
Insurance coverage does not guarantee authorization by the insurance company. Timberline would not call in the clinical information to the insurance company until a face to face assessment was done with the resident.
The charges that remain are for uncovered days of treatment which totals $7,650.00
Timberline Knolls reduced the daily rate charges and paid for the resident's flight home as goodwill gestures.
The account balance remains $7,650.00.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We recieved information about a zero baleance and zero owed for treatment. And when our daughter was released there was still zero owed and zero due as was confirmed by leadership of Timberline at release.
Final Business Response /* (4000, 9, 2015/05/07) */
The author of this complaint has been contacted today, May 7th, 2015. He was given the following information: "Timberline Knolls has conducted a thorough and detailed review in response to your complaint and refusal to remit funds for services rendered to daughter, dates of service 12/4/14-12/13/14. Effective May 7th, 2015 your account balance of $7650.00 will be removed from collections. You should no longer expect to receive billing statements."
Timberline Knolls considers this complaint resolved.

Initial Business Response /* (1000, 5, 2014/06/11) */
On 6/1/2014, a refund of $1,778.00 was issued to this consumer's credit card on file with Timberline Knolls.
The credit card may not have shown receipt at time the consumer checked the statement.
The current balance on this account is...

zero.
As of time of this response, Timberline Knolls considers this case resolved.
Please feel free to contact me if you have any other questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called the credit card issuer and there was no pending activity as of June 5, which is why I filed a complaint. I checked again today and the refund has been confirmed and applied to my balance. Thank you.

Initial Business Response /* (1000, 5, 2015/04/03) */
Resident was admitted to Timberline Knolls for treatment on 12/31/14. [redacted] insurance denied coverage for services from 12/31/14-1/5/15. The complainant of the case was converted from insurance coverage to self-pay due to the denial by the...

insurance company. The insurance company's reason for denial was "A Medical Decision determined the services to be Non Medically Necessary".
Per a letter dated March 25th, 2015 from [redacted] to Timberline Knolls, "the review identified an overpayment of the previously paid benefits".
Summary of case is a follows:
Resident admitted for treatment on 12/31/14.
Insurance denied coverage.
Resident converted to self pay.
Complainant paid for self pay days from 12/31/14-01/05/15.
[redacted] erroneously paid Timberline Knolls for denied days above.
Once account was reviewed and rectified, [redacted] sent Timberline Knolls a letter dated March 25th, 2015 indicating erroneous overpayment and directed Timberline Knolls to return the overpayment of $4,975.00 to [redacted]
Timberline Knolls will be sending the above amount as return to [redacted]
Timberline Knolls considers the erroneous billing and subsequent correction as part of normal business practice and has an amiable working business relationship with [redacted]
Timberline Knolls considers this case resolved and has made numerous attempts to explain this situation to the Complainant.

Slick sales pitch at admissions call for Timberline knolls. They work hard to present their false imagine. Rarely did I find what they told me to be accurate. They didn't get my daughter her medication at night the two nights and when she had a panic attack they didn't want to handle it because it's their protocol to send the kids to the ER and then to a psych ward. And when she got back to her Lodge they require the kids to sleep on the floor in the common area where they stay at all day which is dirty. Think about it, the kids have eating disorders, they throw up... they have self-harming behaviors, there's blood and pus... and then spitting. They are required to sleep there because they are in close observation which I agree with but not the floor. If the kids rebell against sleeping on the floor then they are considered non-compliant. Guess what happens then... they called for an ambulance to go to the ER and then evaluated at a psych ward. I would definitely read reviews before you go and take a tour and asked plenty of questions. I asked a lot of questions before traveling 15 hours but the answers were all incorrect. That's why I stayed it's a slick sales pitch. I could never get direct questions answered. They try to redirect me like they were supposed to do the kids. And another issue my husband and I watched a adolescent cuss out and talk about a group for 15 minutes and the BHSs never redirected her somewhere else or even try. The other 34 girls sat and watched her along with us and listened to her ugly talk until a BHS came over to let us out because visiting hours were over. How did they not know if she was triggering the others. Just be aware when choosing Timberline Knolls

Initial Business Response /* (1000, 5, 2014/08/07) */
Case# XXXXXXXX has been thoroughly investigated by Timberline Knolls Compliance staff . The findings are as follows: Resident was admitted to TK Behavioral, LLC on 2/15/14. Per quote of benefits provided by her insurance carrier on...

11/15/13, her initial responsibility would be a deductible in the amount of $372.73, out of pocket amount of $2654.73, $300.00 co-pay and 30% co-insurance. The total amount due at time of admission was $3800.00. Resident paid $2700.00($2400.00 and $300.00) with a balance due of $1100.00.
Autorizations were obtained per insurance instructions and claims were submitted for payment. Insurance denied benefits on 3/18/14.On 3/18/14, resident was informed of the denial and requested an appeal.An appeal was filed per resident request and TK was informed on 3/21/14 that the appeal was completed and denial upheld. Resident discharged on 3/21/14.As of 3/21/14, the balance was $3.786.60 which was for 5 non-covered days at $750.00/day (discounted rate) and remainder was co-pay,coinsurance and deductible.
A statement was sent to the resident on 5/2/14, returned marked "return to sender" and "unable to forward". Call to resident on 5/28/14, vm message left.Resident returned call on 5/28/14 and submitted new,corrected address. Resident stated she did not want to discuss, stated to send her a statement and discontinued call. Statement sent via postage mail on same day.
The final insurance payment was received on 5/7/14 and another statement was sent on5/30/14. On 6/10/14,resident called and stated she did not receive statement. Another statement was sent along with copies of the insurance explanation of benefits.
On 6/16/14, resident requested a claim for the days not covered by insurance (3/16/14-3/21/14) be submitted to her insurance for denial reason only so she could have for her records. The request was accommodated and denied as not authorized services.
On 8/4/14, TK staff phoned insurance and received verification that the above service dates were denied.
Summary:
Charges for care were billed correctly to the insurance carrier.
Multiple attempts were made to discuss balance with resident via phone and email.
The self-pay portion of the account balance was due from the resident.
Statements were sent to the resident via email and postage.
Of note, TK does not have a scholarship program for services provided. However, TK did provide a daily rate discount to this resident for non-covered days.
TK has waived the remaining balance of $3,786.60 as of 8/7/14 due to this resident's financial difficulties and situation.
The Finance staff has been instructed to send an an adjusted balance statement to the address on file indicating a zero balance as of 8/7/14.

Very disappointed in our experiences with this facility and their practices. I feel they misreprented what really happens when you bring your daughter there. My daughter experienced alot of bullying and didnt want to participate in group therapy with the bullies, when I addressed this nothing was done to stop it. It appears as though a majority of the girls are diagnosed with an eating disorder when they told me my daughter had one I had to laugh. I feel totally scammed, pulled my daughter out after 3 days and they certainly made a profit . That to me is their dole focus. Save your money!

We had a few patients with horrible experience, expensive, waste of money, fraudulent billing, doctors do not spend time nor see patients, mostly group therapy or individual psychologist 1-2 times a week. Inefficient care team, unable to obtain prior approval from Insurances. Patients will receive bill!! Timberline is a money grabber once the patient is admitted. Poor Quality of treatment, not helpful. Never, Never, Never recommend any friends or family to this facility. - [redacted]