ComplaintsforSherman Counseling

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Personal Care Issue 2/23/2023 I requested to file a formal grievance regarding my care and was told I would hear back as soon as possible. No one reached out to me.2/23/2023 I reached out to Char (Director of Operations) requesting a call back. No response.2/27/2023 I emailed ****** about no one following up and requesting assistance with filing a formal grievance again. She stated this was forwarded on to someone else. I have still not received a phone call.Billing Issue 2/28/2022 Received an invoice from Sherman Counseling charging me $1375 in payments. Service dates on the invoice were 2/7/2022, 3/1/2022, 3/7/2022, 1/12/2023. I had not previously received an invoice with these charges from Sherman Counseling and staff had let me know that my balance was paid off since August 2022. All of these had been paid for from my HSA account and insurance. I do have account records from my HSA if needed. 3/2/2023 Spoke with the billing department regarding my invoice. I requested all past invoices from Sherman and billing stated she was unsure if she was able to do this. She did mention challenges with outsourced billing. She was also not able to confirm the total amount that has been paid to my account which was a red flag. I believe Sherman's billing practices to be unethical and fraudulent due to these bills being paid for already and also due to the invoices for 2022 being sent over a year after the service.

  Business response

  03/13/2023

  Director of Operations never received a call or any notice of this until the BBB letter. Sherman Counseling uses another company for their billing. Here are details from this account:

  "(Mar  2 2023 10:27AM) ----Manager called.
  LM at *******-**** and gave direct line asking for the client to call directly to speak about her statement.
  
  After review of account,DOS 2/7/22, 3/1/22, 3/7/22 have denied for timely filing. These DOS should have never been pushed to client responsibility. The $1,350 balance is inaccurate and has been removed. Reviewed DOS 9/29/22, 10/27/22, 12/1/22, 12/29/22 as these DOS are still pending insurance response. 9/29 and 10/27 will also deny for timely filing as they were not submitted until 1/31/23 to insurance. 12/1 and 12/29 should pay in full as they also were submitted 1/31/23 but are within timely filing. Will provide client with full itemized statement upon request."
  
  The client never called back for the itemized statement.  

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have not received a phone call regarding my statement changes and when I logged into my portal today, it is still showing the incorrect amount and that I owe over $400. You can see the date at the top (image BBB1 & BBB2). Of the image and my deductible was already met prior to this date which is an unethical practice.

  I also did leave a voicemail to Char after ******* transferred my phone call on Wednesday February 22nd at 8:21am. I also sent numerous emails to ****** regarding needing to file a formal complaint (see above attachment BBB3) . As today there has still been no phone call regarding filing a formal complaint and this is my right as a client to file a grievance and they are denying me of my client rights which is also an unethical practice at this point.

  Regards,
  *************************

  Customer response

  03/15/2023

  I hope you are having a nice start to your day. 

  
  

  I wanted to reach out as I did reply to the above incident number online. I did have additional images regarding my calls back to Sherman counseling but was unable to resend another message after I replied. Is there a way to do this?

  
  

  I also attached proof that I did call back the direct line to finance the same day they contacted me.

  
  

  Thank you for all your help on this case,

  Brittany

*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. ↩