ComplaintsforSerenity Mental Health Centers

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was inquiring about the services provided by Serenity Health once I hit submit, I was called with in two minutes of my submission. After discussing the services provided, I wasn't sure this was a good fit for me but felt pressured into making an appointment. This was approximately 7 pm on 8/15/24. After further discussion with my husband, I decided to look at other options for possibly a better fit for my needs.I called Serenity at 6:44am on 8/16 to cancel my appointment, I was told that there would be a $150 cancelation fee, because I did not provide a 24 hour notice prior to cancelling my appointment.I was not informed of a cancellation fee, and I did not have an opportunity to cancel 24 hours in advance because my appointment was made only 12 hours prior.I have made 4 attempts to resolve this matter, I have requested a transcript of the call.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My trouble with Serenity mental health center ******* location started in January 2023. I was lied to about the cost of the co-pay before the treatment started and then didnt get a bill for 2+ months so was totally unaware they were billing me $60 more than they quoted for every visit. My own research found that someone at the center called my insurance provider 4 times, in one day, to get the co-pay amount and was give 3 different rates. One quote ($75) was given to my technician ***** MINUTES before my first appointment and she advised me the co-pay would be $15. Why the 4 separate calls? Why tell me the co-pay is $15, when minutes before she was quoted $75?I attempted to resolve the issue with the centers manager, ****. He said once my treatment was complete he would adjust all the co-pays from $75 to the rate quoted to me. Now they refuse. I have been trying to resolve this for over a year, but they refuse to respond.Because I am an ethical person, I have already paid the full about for my treatment according to the co-pay I was quoted. The bills keep coming for the difference.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an appointment with ********************************* at Serenity Mental Health Centers-******** on 5/25/2024. Throughout the appointment, **************** was aggressive, accusatory, and highly unprofessional. She was dismissive of my concerns and prescribed me medication in a dosage that was double what I had previously been taking, which I was adamantly against and did not agree to. She advised me to take the medication as needed, but upon looking in my patient portal and speaking with my pharmacy te ensure the information was correct, the prescription had been written to be taken once daily. Considering this is a Level One narcotic, I was highly concerned about making sure that I took the medication in accordance with the prescription label, as taking it in any other manner would be considered medical non-adherence. When I reached out to the office to rectify the unpleasant experience that I had had, I was transferred to a new provider and told that this experience would be taken care of.When I logged into my patient portal on 6/17/24 to pay the charges from my first visit, I noticed that I was billed an additional $198.84 to my account for the 5/25 appointment. I have reached out to both the office manager (6/17) and a manager from the corporate phone number (6/18) in regards to being billed for this service, as the service that I received was unprofessional and was an unsafe representation of medication management. I suggested several different amicable resolutions to the problem at hand, but neither the local office manager nor the corporate representative seemed willing to discuss such resolutions. I am looking to file this complaint to help facilitate a reasonable resolution, as I do not feel that I should be held wholly responsible for the cost of a service that handled the management of my medication negligently.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  serenity mental health center in ******, ** was great until everything went out the window. While I was there they stated they took my insurance. Then I received bills for the sessions with the doctors. I also then had a treatment done at their facility and the treatment was disturbed. During this time people where laughing and screaming and slamming doors. I complained to the nurse, then complained to the on site manager after 3 weeks of calling and leaving messages. I have now left voicemails, messages, written letters and have not heard back from one person. Each time I have called they say he or she will call me back and they have not. I now have a bill in my name for $1400. They should not be charging me for a dime. My insurance has confirmed that they paid for what was covered and that the only thing out of pocket was the treatment. I was told by the manager that this amount would be covered by the company. For a mental health center, this place should not even exist.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Serenity Health Centers have a consistent common practice of overbilling and overcharging anything over 20 minutes, even when the appointment is NOT over 20 minutes.I've tried many times to resolve the issue with no response. The phone numbers reach a main hub in **** and there's no direct line to the office. Several messages have been left for the office manager, ********, and I have never received a response.I'm requesting to have the overcharging removed/credited, and I will satisfy the remaining balance of what my health insurance didn't cover, which is only fair.Please see attached billing documents.Thank you ************************** Total $1320.00 *Overcharge Total $460.00 **************************************************** Payment $760.90 *Total Patient Responsibility Minus Overcharge $99.10

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was contacted by Serenity mental health services through a call center. The person I spoke to assured me that the specific services she wanted me to try would be safe while pregnant. I scheduled the appointment and then reached out to my OB who advised me that the treatments were not recommended at that stage of my pregnancy. I called back the same day to cancel my appointment. A few days later I received a confirmation call and therefore called the office who assured me that my appointment had been cancelled and I could call back to reschedule after I delivered. I am now receiving bills for a no show fee and being told that there is nothing they can do about it. I knew Im advance about the no show fee which was why I cancelled in advance and called to confirm that their records reflected that I had cancelled in time.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Over the past several months, I have had multiple instances where I was told by the doctor that my prescription would be called in, only to visit the pharmacy a few days later and find out it was never called.I am currently following up with the office regarding a medication that was supposed to be called in thirty days ago. I am about to run out of my medicine, and no one there seems to be able to help, despite the doctor assuring me out would be called in. I have called the office multiple times, sent an email, and tried using the offices portal. These people are managing important medications, there is no excuse for being so disorganized.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I spoke with ********************* today 12:26pm and let him know that there have been several "no show appointments" from 11/14/2022 to current that I never made showing in my Patient Portal. I told him because Serenity is making appointments without my knowledge and authorization, I would like to cancel all future appointments beginning with tomorrow 11/23/2022. I will make my appointment tonight. He told me only a supervisor can cancel appointments. All of the no shows from 11/14/2022 on I did not make. I only rescheduled one appointment days before I was to show and they still charged me a no show.I have not missed anything I was schedule for. Also, I have been trying since 11/11/2022 to get Serenity Mental Health Centers to complete a FMLA/LOA Certificate of Health and Return to work letter which they have not done yet. They have left me several messages they sent it both to my email and my employer's fax number but neither has received it. I told them I am scheduled tomorrow to return and must receive at least the Return to work letter and they state they are working on it but never send it. This is a terrible mental health center and has actually caused me more anxiety than reducing it.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/20/2022 I arrived for 9am appt. at approx. 9:13am, which was ordered by my psychiatrist, ************************. 6 treatments were ordered at the ******** - Cherry Creek facility. My husband was also present because he has to drive me after my IV infusion. We waited in line and then were greeted by the front desk staff. We informed her that many traffic lights were out on Colorado Blvd on our way to the office across ******. We also notified her that we called the office and that there is no way to speak with a local clinic staff member (it routes ******** patients to Utah or Arizona), but we remained on hold for 10 minutes and hung up. She checked me in. After I went to the bathroom, she informed me that I would not be able to have my IV infusion today. Upset, I walked away. My husband (who is my emergency contact on file for the business) explained that it was urgent that I have my treatment today as my anxiety has been high and he took off half a day of work to take me to the appointment. He asked for a manager. He was told she was busy. He insisted and asked if there was anyone to speak with while I rode down the elevator. He again was told no. ********** name and phone number ************, was written down on a blue sticky note, as well as the *** ****** ************. She apologized. He told her it was not her fault but that this was poor clinical care. In speaking with the *** ******, and ****** also texted my husband on his number, that there was a signed policy that after 10 minutes all patients would be refused service. There is no way to speak with the staff or medical providers directly without being routed through a different state. ****** also indicated that providers do not contact patients directly after my husband asked for ************************ to urgently call me. This is not true as several other doctors have called me. My care was negligent and I should have been able to do my treatment. After we said we were complaining we were offered an 11am appt.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I began seeing ************ at Serenity in Feb 2021 and everything was fine. I saw him for medication management of anxiety meds. In August 2021, I brought up the possibility of having ****. ************ had me tested and believed I had ****. He prescribed 10mg of adderall in December 2021. At the time he prescribed the medication I asked many questions including, "can I skip taking the medication for a week if I am going on vacation?" He told me that I could do that. I returned to **************** office in January 2022 to follow-up about the adderall. I told him the only difference I noticed is that I was more awake and had more energy during the day, but it did not assist in the **** symptoms I believed I had. He increased the dose to 15mg of adderall. I took 15mg for approximately 1 week. I felt more jittery and still no relief from **** symptoms. After 1 week, I had COVID and did not take the adderall so I could sleep. After recovering from COVID-19, I called ************ to explain I did not wish to continue the adderall and would like to try Concerta as we had previously discussed as the next step if adderall did not work. After about a week of not taking the adderall, I began to experience severe crippling anxiety and panic attacks. I called the office and was advised to give the Concerta a few days to balance me out. When the anxiety and panic attacks continued to worsen, I called and sent messages in the portal and was not responded to in a timely manner. Eventually, the office manager contacted me and I explained the situation. He apologized and said he would have a nurse call me and booked me with a different psychiatrist. The nurse hadn't called me for over 24 hours so I reached out to the office manager again. He told me they had many patients to respond to and if I had an emergency I could go to the *** As a mental health practice, it is pertinent that they have a better system to respond to their patients when they are in a dire time of need. This is patient neglect.

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