ComplaintsforSkytherapist, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was referred here by the VA. My appointment was set and my referral approved by the VA. Then I was completely ignored. No dial in instructions for the telehealth appointment. No one answering the phone. No one answering emails. No one answering voicemail. The VA attempted as well and no response. Now the same number goes straight to voicemail. If it was a mistake on their part, no problem. Reach out and reschedule. To completely ignore a patient and not address the mistake for days is awful. Mental health should not be taken lightly. Now the VA has to refer me to another provider and I have to wait for another appointment opening and hope its not a long wait. This company should not be receiving referrals from Veterans Affairs!!

  

  Business response

  02/20/2024

  Our process at SkyTherapist and the VA is to initially offer a "pending appointment" which notifies the provider and the Veteran that an appointment is "pending"(system identifies appointment as "pending" and not confirmed). We must then receive the paperwork from the VA which includes the Veterans history from the VA. If we do not receive this paperwork from the VA within 24hrs of the pending appointment then we must cancel the "pending" appointment since the provider cannot see a Veteran without an active authorization and the Veterans history. 

  We have the history of all calls and emails and did call and email the Veteran. We have also spoken to the VA and have their response regarding us not receiving the paperwork timely. Unfortunately this may happen, but we cannot see a Veteran without the necessary paperwork from the VA. We now have the paperwork and have offered the Veteran an appointment if they would like.  

  Customer response

  02/20/2024

   
  Complaint: 21287126
  
  I am rejecting this response because:
  The VA returned the paperwork within 24 business hours and BEFORE the appointment. If there wasnt enough time for the pending appointment to get paperwork signed off on you shouldnt have set the appointment 48 hours out knowing you had a 24 hour paperwork policy. This is still a massive failure on YOUR part not the VA. They responded to your requirements extremely fast. This still does not answer the complaint of why you completely ignored me (your patient) and all calls, emails, and voicemails. It doesnt explain why you ignored all calls and voicemails from the VA. It wasnt until I filed a complaint that I knew what was going on at all. So my complaint stands and you should not be providing assistance or claiming to provide emergency assistance to veterans in need. You ignored your patient and avoided all calls and emails instead. 
  Sincerely,
  
  ***************************

  

  Business response

  03/19/2024

   

  Below are the dates of this incident, again we are not Legally authorized to conduct ANY sessions of any kind until we receive the paperwork from the VA. The initial appointment date is a place holder until we receive the paperwork from the VA. This has been well documented and as you can see we received the paperwork from the VA on the 8th which is 2 days after your appointment date. Unfortunately sometimes we will not receive the VA Authorization which includes medical history in time for the provider to review, but the provider MUST receive prior to appointment. This is a legal and contractual requirement of the VA. 

  It does look like you are receiving the care you requested, so we are always happy to see that. 

   

  Thanks 

  From: ScheduleVet skytherapist.com <**************************************>
  
  *******,
  
  

  Customer response

  03/25/2024

   
  Complaint: 21287126
  
  I am rejecting this response because: it is factually incorrect. My appointment was the day of the 8th. The paperwork was received from the VA prior to the appointment. If 2 days wasnt enough turnaround time for you you shouldnt have set the appointment 2 days out. Saying the 8th was 2 days after my appointment is a blatant lie when there is an email trail. Its also ignoring the fact that no one reached out to me to cancel the appointment and no one answered my emails or calls until I filed a complaint. This is all documented. It took over a month to be seen after this by another company and Ive since been diagnosed with PTSD. All of this just delayed treatment and lying about it isnt helping. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish to attain a copy of my medical records related to therapist *************************. I have called multiple times requesting a call back or text back on how to obtain these documents. To date, I have not received a return call.

  

  Business response

  09/25/2023

  We contacted the provider and they in turn contacted the Veteran the same day and provided the requested documents. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was provided a "therapist" I was given an appointment about a month out, I showed up to my appointment and my therapist did not, i also contacted the company to no avail, I messaged the company with no response. they say they provide urgent care to veterans this is NOT TRUE! I cannot contact anyone there! They apparently use the VA system for leads but do not follow through I am not the first to leave a bad review apparently, and this company should be stricken from the VA ********* care system. not sure if it was my therapist or their system goofed but nobody was there after logging in and relogging in. and I need help with mental care and they not taking a soldier serious?> it's not a game.

  

  Business response

  08/02/2023

  We have been providing service to Veterans for over 10 years and whenever there is an issue with a provider or with one of our staff we address the issue immediately. Unfortunately the provider that was assigned to this Veteran did not show up to the appointment and the Veteran contacted our office after 1am, but we contacted him that morning.

  Our staff contacted the Veteran immediately and we appointed him with another provider the next day and he did not show for that appointment. Then several of our staff including myself (********************* CEO) spoke with the Veteran at length and scheduled him with another provider. To this date the Veteran has been taken care of and he has told us that he will retract his complaint, if that is possible. 

  If a complaint is brought to our attention we do everything that we can to address the issue and ensure the Veteran is taken care of. ***** have been some instances like this one when the provider does not show to an appointment and this is out of our control, but we will reschedule immediately.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩