ComplaintsforAffordable Counseling by Susan McMillan, LMHC,CAP

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im trying to report malpractice and retaliatory actions taken by members of this facility. When I first started sessions with them everything started off fine until they had started randomly charging my card. Not only my default card, but another card they werent authorized to charge unless I gave permission as a back up. I brought this up to the main office and the first representative I spoke to told me that I was incorrect and the charges were right. I called back a few days later and asked again, this time, I was told that the charges were in fact incorrect, they didnt know how I was charged that amount, and that they would issue me a credit and assure me it wouldnt happen again. A week later and it happens again. I call and was told by the original rep again that I was wrong. When I told them I was going to have to get a legal team involved as I am being told incorrect information and being charged fraudulently. In retaliation I received an email saying that I missed 3 sessions that were never scheduled, and I missed two drug tests I was never notified of. Due to this, they discharged me. I have record of all of my attended sessions. They have just taken my money over and over, and when I spoke up, they hit me back down.

  Business response

  07/18/2023

  Hello. I am the founder and owner of Affordable Counseling by Susan McMillan. This business started as my own private practice in my mother's living room over 30 years ago. Over time my practice grew to the point where I needed to take on help (and office space). I personally trained and took on new counselors who shared my vision and desire to help others with domestic violence and drug and alcohol problems. We have now been in operation for 30 years and have grown substantially, but I remain involved on every level. Over the last 30 years, we have provided quality court-ordered counseling to thousands of clients. We are proud of our ************, our A+ rating, and our outstanding relationships with our clients and referrals sources.

  We are always eager to address any of our client's concerns. Since my team and I are licensed psychotherapists, we are bound by the federal and state confidentiality standards of our profession. Before we can move any further in addressing this complaint or any other with the BBB, we are obligated to state that we can neither confirm nor deny that ****************** is or was a client of Affordable Counseling. In general, a client who wishes us to disclose his confidential information to a 3rd party will need to sign a release of information/waiver of confidentiality giving us permission to do so. In similar circumstances, is the BBB able to obtain such a release of information from the complainant so that we can move forward?

  Once that happens, it would be extremely helpful for any complainant to provide us with specific dates and amounts of the charges and sessions in question. We can then compare those dates and charges with the client's attendance record, clinical notes, administrative notes, and payment record -- and respond accordingly.  I say this because in our particular line of work, it is not always possible to separate out billing issues from clinical issues because in working with court-ordered drug and alcohol offenders, the payment record is closely tied with the clinical record. For example, the client's actual treatment plan requires that they demonstrate responsibility for their treatment by attending and paying for sessions. Clients understand and agree in their treatment contract that failure to show up without notice to their weekly sessions or a scheduled drug test is considered an unexcused absence and will be charged. Clients also sign a contract agreeing to the absence policy, which states that multiple unexcused absences will result in an unsuccessful discharge, which we are obligated to report to the Court. This might sound tough, but it is actually the structure and accountability needed by those those suffering from a substance use disorder in order to help them to be successful in sobriety. 

  I hope to hear back from the BBB regarding our ability to move forward with the proper documentation and release of information. We look forward to working with you and resolving any potential dispute with our valued clients.

  Business response

  07/19/2023

  Hello. I am the founder and owner of Affordable Counseling by Susan McMillan. This business started as my own private practice in my mother's living room over 30 years ago. Over time my practice grew to the point where I needed to take on help (and office space). I personally trained and took on new counselors who shared my vision and desire to help others with domestic violence and drug and alcohol problems. We have now been in operation for 30 years and have grown substantially, but I remain involved on every level. Over the last 30 years, we have provided quality court-ordered counseling to thousands of clients. We are proud of our ************, our A+ rating, and our outstanding relationships with our clients and referrals sources.

  We are always eager to address any of our client's concerns. Since my team and I are licensed psychotherapists, we are bound by the federal and state confidentiality standards of our profession. Before we can move any further in addressing this complaint or any other with the BBB, we are obligated to state that we can neither confirm nor deny that ****************** is or was a client of Affordable Counseling. In general, a client who wishes us to disclose his confidential information to a 3rd party will need to sign a release of information/waiver of confidentiality giving us permission to do so. In similar circumstances, is the BBB able to obtain such a release of information from the complainant so that we can move forward?

  Once that happens, it would be extremely helpful for any complainant to provide us with specific dates and amounts of the charges and sessions in question. We can then compare those dates and charges with the client's attendance record, clinical notes, administrative notes, and payment record -- and respond accordingly.  I say this because in our particular line of work, it is not always possible to separate out billing issues from clinical issues because in working with court-ordered drug and alcohol offenders, the payment record is closely tied with the clinical record. For example, the client's actual treatment plan requires that they demonstrate responsibility for their treatment by attending and paying for sessions. Clients understand and agree in their treatment contract that failure to show up without notice to their weekly sessions or a scheduled drug test is considered an unexcused absence and will be charged. Clients also sign a contract agreeing to the absence policy, which states that multiple unexcused absences will result in an unsuccessful discharge, which we are obligated to report to the Court. This might sound tough, but it is actually the structure and accountability needed by those those suffering from a substance use disorder in order to help them to be successful in sobriety. 

  I hope to hear back from the BBB regarding our ability to move forward with the proper documentation and release of information. We look forward to working with you and resolving any potential dispute with our valued clients.

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