ComplaintsforGreenbrook TMS NeuroHealth Centers

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Was told by *********************** at outpatient appointment to start TMS therapy that they lost staff and coudnt do therapy that day as scheduled. Would reschedule. However, feeling in my gut had me check my insurance, Aetna, only to be told that Greenbrook staff had lied about coverage for treatment being approved. I informed ***** of the fraud. I cancelled any doings with Greenbrook. They did nothing but a free consultation and lie.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In February 2021 I went to have procedures done at this clinic called TMS to try to help with my depression. So they “checked” my insurance and told me that it would take 36 sessions and my co payment is $40 a session. So I set up a payment plan with them at $120.00 a month. Well I called my insurance company because I receive Medicare and Medicaid and they said no way I should have a co payment. So I called TMS in March and spoke to ****** at there Westlake office and tried to tell her that I didn’t have a co payment. She completely dismissed me. So I called again around April and tried to tell her and she said to me, if anything is owed to you, you’ll get it back. Ok…. So when I went in for a session, I gave a print out copy of my insurance information to the employee there. Her name is *******, and she told me she would give it to Lauren. So I waited and heard nothing. around June I called the TMS billing department and spoke to ***. I explained to *** the situation and I also gave her all of my insurance information, she looked it over and she said that I should not have been charged anything and for what I paid to them I will receive a refund. She also told me that she would stop the $120 payments coming out every month. So the next month in July they took the $120 out. I called *** and she said, oh I’m sorry they should have stopped them. August came. They took it out. I called she said she was sorry they should have stopped. September comes. They took out the $120 again. I called and told her to do her job and stop the payments. At this point I was over the excuses and lies. So when I spoke to her in September she told me that she needed my insurance information again so she could put it in so I could get my refund back. I have already given this woman my insurance information several times and her coworker Lauren. Then she informed me it would be another 30-60 days for my refund. It’s now almost February. No refund. This company is so unprofessional.

  Business response

  02/01/2022

  To whom this may concern,
  
  Greenbrook would like to acknowledge receipt from the BBB with regards to consumer complaint #********.  However, due to HIPAA regulations, and in order to protect the privacy of our patients, we are unable to respond to complaints in public forums. We encourage complainant to reach out to us at ************. Thank you.

  Customer response

  02/10/2022

  Good afternoon, please see the attached signed document. I was told on 1/28/22 by **** ***** at greenbrook TMS that I would be fully refunded by 2/3. 

  
  

  I have not received any communication or a refund as of yet 2/9/22.

  
  

  ***** **********
  

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