ComplaintsforRiverbank House

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son ***** was admitted to the Riverbank treatment center for addiction on Sunday March 27th. I was asked to pay the fee of 3500.00 up front with no further instructions or papers signed, This fee was suppose to be for one month of treatment. ***** only stayed at the Riverbank for 36 hours and left on his own accord. I asked for a pro-rated refund and was denied saying that their policy offers No refund! ***** was also denied re admission even though at first they said he could go back for treatment. He was denied admission a second time because they said he was beyond 30 days. This treatment facility is taking money from people without providing the services . These are desperate clients who need treatment !!! For them to be able to continue operating this way is totally unacceptable! I would appreciate anything you can do to help facilitate a refund, and to look into the way these addiction centers and sober houses are operating. Thank you

  Business response

  08/08/2022

  Dear Rachael.

  We received a complaint ID 17637039 (54192889) From a ***** ******* who stated that she wanted a refund. We are a drug rehabilitation center, she paid for her son ***** to become a resident here. We bent over backwards to help her and her son, gave her a $4000 discount. Her son snuck a large quantity of illegal drugs into our facility which we found later on that evening. That alone is grounds for dismissal, we continued to try to help him, (we brought the illegal drugs to the police station) The resident, ***** was extremely difficult to deal with and we did everything in our power to help him. After 2 days he demanded his things back (wallet, phone, and personal items) and left our facility against staff and medical advice) 

  The financial statement that ***** signed and agreed to clearly states that there are zero refunds whatsoever. We did say that he could come back if it was within 30 days of leaving, he did not decide to come back until 90 days after leaving and we would allow it if he was cleared medically by a Doctor or a detox facility. He denied the help that we offered him. 

  I believe we did everything in our power both professionally and ethically. I truly do not see any fault on our business practices, everything was up front and in writing.

   

  Thank you,

  Riverbank House

  Customer response

  08/25/2022

  
  Complaint: 17637039
  
  I do not accept the business's response as a resolution to my complaint because: My son ***** was suffering a mental health crisis when he called the Riverbank for treatment. He had just been in an accident in which he had totaled his car. When they accepted him for admission, they knew he was under the influence of substances. They offered detox and treatment. ***** had been a client there about 2 years ago. I.did talk with a staff member about the cost and we agreed on the 3500.00 for one month. I never signed any papers and they never told me there was no refund possible.  I cannot believe they are charging the community 7500.00 a month if it is true that they gave ***** a 4,000 dollar discount. They are suppose to be helping people who are clearly desperate and need treatment. People are dying every day from opiate use and I feel they changed the rules as time went along and when ***** was really ready for treatment they denied him this even though we had paid the 3500 dollars up front.

  We need these treatment centers but there needs to be some guidelines set so that they are truely helping the client and not just about the money which I feel that is the most important thing to them.  If they really cared about helping ***** they would have readmitted him. I am sure we are not the only family that this has happened to.  Substance use issues are complex and not easily solved.  Thank you 
  
  Sincerely,
  
  ***** *******

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