Trumpet Behavioral Health

Complaint: [redacted] I am rejecting this response because: the response does not address the root of the complaint nor did anyone call me back, which is what I was asking for as a resolution? The response addressed the insurance issue that I had when I first contacted Trumpet, but does not explain why 1) no one returned any of the three messages left by my insurance company, 2) why the supervisor of [redacted] Cobb never called me when she said she'd escalate my issue, and 3) why [redacted] nor [redacted] returned my voicemails? While I appreciate the CEO taking the time to e-mail me back, it didn't accomplish anything other than to defend the financial issuesHaving looked at my initial complaint, previous e-mails, etc, nowhere did I ever expect anyone to work for freeI don't expect people to work for freeI did not expect anyone to work for freeMy complaint could not have been any more basic in nature - have someone call me back, especially those who I left voicemails for in the past few weeks? The e-mail from the CEO stated that he was troubled by the fact that I had to file a complaint with the Revdex.comWell, again, it's pretty simpleIf your staff and leaders do not have the decency to call back, that was the only action I felt compelled to takeI gave your organization an option to call me backI even gave them several weeks in aggregate to return calls, but it's sad that despite going through this that I can't get a simple call backI sure hope that patients of TBH experience much better care than what I received at the INTAKE process? I trust that this will be a learning opportunity for TBH and your leadership teamIn the spirit of continuous improvement, you can't improve if you don't listen to the voice of the customerBy not responding to my complaint and not returning phone calls, you not only missed the voice of the customer, you completely ignored it? Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: the response does not address the root of the complaint nor did anyone call me back, which is what I was asking for as a resolution The response addressed the insurance issue that I had when I first contacted Trumpet, but does not explain why 1) no one returned any of the three messages left by my insurance company, 2) why the supervisor of *** Cobb never called me when she said she'd escalate my issue, and 3) why *** *** nor *** returned my voicemails While I appreciate the CEO taking the time to e-mail me back, it didn't accomplish anything other than to defend the financial issuesHaving looked at my initial complaint, previous e-mails, etc, nowhere did I ever expect anyone to work for freeI don't expect people to work for freeI did not expect anyone to work for freeMy complaint could not have been any more basic in nature - have someone call me back, especially those who I left voicemails for in the past few weeks The e-mail from the CEO stated that he was troubled by the fact that I had to file a complaint with the Revdex.comWell, again, it's pretty simpleIf your staff and leaders do not have the decency to call back, that was the only action I felt compelled to takeI gave your organization an option to call me backI even gave them several weeks in aggregate to return calls, but it's sad that despite going through this that I can't get a simple call backI sure hope that patients of TBH experience much better care than what I received at the INTAKE process I trust that this will be a learning opportunity for TBH and your leadership teamIn the spirit of continuous improvement, you can't improve if you don't listen to the voice of the customerBy not responding to my complaint and not returning phone calls, you not only missed the voice of the customer, you completely ignored it
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the response does not address the root of the complaint nor did anyone call me back, which is what I was asking for as a resolution? The response addressed the insurance issue that I had when I first contacted Trumpet, but does not explain why 1) no one returned any of the three messages left by my insurance company, 2) why the supervisor of *** Cobb never called me when she said she'd escalate my issue, and 3) why *** *** nor *** returned my voicemails? While I appreciate the CEO taking the time to e-mail me back, it didn't accomplish anything other than to defend the financial issuesHaving looked at my initial complaint, previous e-mails, etc, nowhere did I ever expect anyone to work for freeI don't expect people to work for freeI did not expect anyone to work for freeMy complaint could not have been any more basic in nature - have someone call me back, especially those who I left voicemails for in the past few weeks? The e-mail from the CEO stated that he was troubled by the fact that I had to file a complaint with the Revdex.comWell, again, it's pretty simpleIf your staff and leaders do not have the decency to call back, that was the only action I felt compelled to takeI gave your organization an option to call me backI even gave them several weeks in aggregate to return calls, but it's sad that despite going through this that I can't get a simple call backI sure hope that patients of TBH experience much better care than what I received at the INTAKE process? I trust that this will be a learning opportunity for TBH and your leadership teamIn the spirit of continuous improvement, you can't improve if you don't listen to the voice of the customerBy not responding to my complaint and not returning phone calls, you not only missed the voice of the customer, you completely ignored it?
Sincerely,
*** ***

We have responded directly to this individual multiple times? He didn't agree with our determination of our ability to be accurately reimbursed by his insurance carrier? His carrier told him we would be, however, our experience with this reimbursement arrangement has not been positive
and we have on multiple occasions not been paid for services we have provided? We obviously can't take on clients for which we do not believe we will be paid for the services we provide? He is also dissatisfied with our communications and response times.? However, in a review of our email communications our initial responses were timely, professional and polite with an appropriate level of customer service? Our communications slowed down only when he repeatedly asked us to reconsider the determination we had made? We told him multiple times that we were not in a position to do so at this time? He simply didn't agree with our conclusion? ? We are very sensitive to his situation - he has a child who needs healthcare services and he can not find a provider to provide them? We strive to serve as many families as we can, but we can't do that if we wont be paid for our services? While I can understand this individuals frustration, it should be with his situation not specifically with us - a provider who made a good faith determination with the information we had at the timeSincerely? *** ***?
***?
*** *** ***?

We have responded directly to this individual multiple times.   He didn't agree with our determination of our ability to be accurately reimbursed by his insurance carrier.   His carrier told him we would be, however, our experience with this reimbursement arrangement has not been positive...

and we have on multiple occasions not been paid for services we have provided.   We obviously can't take on clients for which we do not believe we will be paid for the services we provide.   He is also dissatisfied with our communications and response times.  However, in a review of our email communications our initial responses were timely, professional and polite with an appropriate level of customer service.   Our communications slowed down only when he repeatedly asked us to reconsider the determination we had made.   We told him multiple times that we were not in a position to do so at this time.   He simply didn't agree with our conclusion.    We are very sensitive to his situation - he has a child who needs healthcare services and he can not find a provider to provide them.   We strive to serve as many families as we can, but we can't do that if we wont be paid for our services.   While I can understand this individuals frustration, it should be with his situation not specifically with us - a provider who made a good faith determination with the information we had at the time. Sincerely [redacted] 
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