ComplaintsforMile High Psychiatry LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Mile High Psychiatry billed me INCORRECTLY with WRONG coding. I have been trying to get them to correct it for over a YEAR. I have used Accolade as well as contacting BC/BS and they all say the coding is incorrect. Mile High did NOTHING to correct after 4 documented calls to them by me and several more DOCIMENTED calls by Accolade. Now they sent me to collections for another $350 to add on to the poor services I recieved. They recently got busted by the State for double-billing ********* No recourse but to just pay. I have ALL documentation supporting my position.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been seeing mule high psychiatry for a long time recently I had a baby and took time off. I have severe ptsd from sexual abuse from my family that hasent been reported by them. I know they are mandatory reporters. ***** (mom) won't tell me about my life before 6 years old. I woke up on the last day of kindergarten. Recently she has been isolating me I can't help but wonder if the office told her information. Plesse do somthing to male them turn my visits with them to the police or a detective.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Mile High Psychiatry billed me for doctor visits that I never had with them. I have attached my dispute letter with the specific details. They have completely disregarded my letter and have now sent me to collections with additional charges over and above the original billing being tacked on to what they claim I owe them.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a patient at MHP since 2022. When I got a new (possibly better) insurance plan, I started getting upcoded on my appointment bills. I didnt reach my medical deductible yet, so I am responsible for the upcoded charges out of pocket. My appointments have been the same since January of 2023, but starting in November of 2023, I started seeing an added charge of psychotherapy. This charge is impossible. My appointments AT MOST, last 15 mins long. We never used the full appointment time. I even have proof that my appointments those days were under 20 minutes, because I was back at my office desk sending emails 15 mins after my appointment started. I tried to nicely as the billing department to take those charges off my bill, but they told me to talk to my provider directly. When I tried to, the front desk told me I cannot speak to my provider until my charges are paid. I told them what the billing department said to me, and the front desk said the billing department is in charge of coding. So honestly, at a loss here. I am not paying for services never rendered. I showed my primary care provider as well as a new psychiatrist my bills at MHP, and they also agree that the psychotherapy service was not something that couldve been provided to me in the time frame of these appointments.Since they refuse to fix the situation and are giving mixed messages on who is in charge of billing, I have informed my insurance of the false charges because the insurance at least provided a discount. Seems like MHP is notorious for upcoding and false charges, as they were previously sued for this same practice just in 2023. I have made the proper health governing authorities aware of this situation, as it is unfortunate that I tried to work this out myself with MHP and they are unwilling to help.

  Business response

  01/30/2024

  Hello, thank you for bringing this to our attention! Due to HIPAA restrictions, we are unable to release specific details around this complaint. However, we can provide some insight on the use of psychotherapy and how this might relate to *********************** concerns. The use of psychotherapy when provided in conjunction with medication management has always been and will continue to be part of our approach in providing holistic care for our patients. Mile High Psychiatry does not provide support purely through prescription of medication. The use of psychotherapy is utilized with the intention to reduce or eliminate the need for medication in the future through methods of mental health support aimed to help a person change behavior, increase happiness, and overcome troubling emotions or thoughts. If a provider exercises psychotherapeutic methods during an appointment, he or she is doing so out of necessity to provide optimal support. This is not a method limited to Mile High Psychiatry, but is regularly utilized as a standard among most, if not all mental health facilities that provide medication management. 
  
  To address the concern regarding the duration of time for each appointment, our providers are regularly audited to ensure compliance with accurate and precise documentation, and appointment total time is part of the documentation auditing process. It is regrettable that this could not be resolved within our office. We have various payment options available to help patients with their financial responsibilities. Moving forward, we hope that we can come to an amicable agreement regarding this concern. Please feel free to let us know if there is anything else needed on our end. Thank you,

  Customer response

  01/30/2024

   
  Complaint: 21174382
  
  I am rejecting this response because:

   

  Over the course of my entire time at MHP, I was only billed for psychotherapy once I switched insurances. Appointments always remained the same, no change in structure. So I dont believe that this has always been a practice at MHP, but I was never billed for it in past many past visits. I was billed for it during 15 minute appointments where I have proof from my corporate employer emails, etc. that I was back at my open cubicle, not on an appointment 15 mins after these appointments started. So no, I did not receive psychotherapy ever at MHP, nor was I EVER billed for it until I started with a new insurance plan.

  Im sorry I can not resolve this through this complaint, nor by contacting your office multiple times via phone and email. Therefore, I will continue working with third parties to resolve this matter.

  
  Sincerely,
  
  **********************

  Business response

  02/12/2024

  Thank you sincerely for taking the time to share your feedback in response to our initial communication. Your input is valuable to us, and we are grateful for the opportunity to address your concerns and work collaboratively towards a resolution. We want to assure you that we take your comments seriously, and we are pleased that our efforts to make direct contact have been successful. We are committed to maintaining an open and constructive dialogue with you as we work together to fully understand your perspective and explore solutions that are mutually beneficial. Your patience and understanding throughout this process are greatly appreciated. Our ultimate aim is to reach a resolution that meets the needs of both parties involved.

  Should you have any further suggestions or concerns, please do not hesitate to reach out!

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going to MHP for a while now as it is mandated by the ***************** for those with ADHD wanting to receive medication. Since the beginning of the year, I have been double charged for visits, charged for longer visits than what actually happened among other things. I have tried calling the billing department multiple times, at least *****, without ever once getting a response. Now, the bill has been sent to a collection agency, that has additional fees on top. I am at a loss because I have spent a considerable amount of time and energy contacting the billing department to resolve the bill to no avail. It has become very clear that MHP is billing their customers incorrectly, and then refusing to even participate in a dialogue to figure the problems out and instead sending the bills to collections.

  Business response

  11/13/2023

  Hello there! Thank you for your patience in our response! We wanted to be sure to do our due diligence and confirm the information in this complaint, as well as how it was handled and addressed on our side. In doing so we were able to determine that there were zero inbound calls from the patient's phone number regarding a balance inquiry between January, 2023 and November 1st, when the complaint was lodged. The phone number the patient called from (which is the same number in the complaint) is ************, which is what the search was based off of. In the past there were three statements sent to the patient, and three outbound call attempts to inform the patient of the balance. The third call was placed on 10/06/23, prior to when the account was sent to collections. We have determined that we followed company procedure in submitting this account to collections. On 11/8/2023, there were two outbound calls to the phone number on file from our billing team in an attempt to reach the patient directly. On 11/9/2023 there were two inbound calls from the patient (missed), and a return call (successful for 10 minutes). We have followed our normal billing and account receivable process here and are saddened to hear of the patients perception and experience. Please let us know if there is any other information that is required on our end, we are happy to provide and assist! 
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a patient at Mile High Psychiatry. I pay in full before every appointment and have never used insurance, but for months they have been sending me bills saying I owe them money for past appointments. I have reached out to billing over the phone and via email. I have shown them my bank statements that show that the full cost of the appointments has been paid every time, yet they continue to tell me I owe them money. I believe they're trying to scam me out of hundreds of dollars. I have attached the emails with their billing department as well as screenshots of my bank statements that show I paid on the dates in question.

  Business response

  08/11/2023

  Hello valued client of ours, thank you so much for taking the time to leave us feedback. Your insight is truly valuable and I am so sorry to hear of your experience with billing. It is always our intention to offer a transparent and open communication and I apologize that this has not been your experience. Please allow me to offer further insight and support here- I am always happy to help!
  
  After further review of your account, it appears that there are a total of 15 patient appointments and 12 patient payments applied. A patient fund/payment was incorrectly made by us (MHP) on May 3, 2022 where we erroneously paid a visit. As this was our error, we have written off the amount due for May 3, 2022. Please note that there was no payment made for dates of ******* of **** 26, 2022 and August 30, 2022. As the 2022 dates of ******* were not paid, your most recent payments are being applied to the older balances. This may be where the confusion comes from in your perspective and I totally understand as your intent is for the most recent appointments to be paid.
  
  I have attached a screenshot of the ledger breakdown- please let me know if you have any additional questions after your review.
  Thank you so much, please let me know if there is anywhere else that I might be able to assist! 

  Customer response

  08/11/2023

   
  Complaint: 20419295
  

  I'm required to pay for every appointment at the time of the appointment. A MHP employee ran my card in front of me and told me the payment was approved. If you messed up the payment processing that is not my problem. I was told my payment was confirmed by YOUR employee

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I called & scheduled an appointment with Mile High Psychiatry in early January, I was told multiple times that they accepted my ****** ********************* Before my last appointment, I briefly met with a representative over telehealth who verified my insurance & told me that my insurance would cover my visits. I was surprised when I received a text from Mile High Psychiatry on 6/7/23, 4 months after my last visit, stating that I have a $280.50 balance. I called ****** on 6/7/23, & was told that the provider I saw was out of network. The staff at Mile High Psychiatry scheduled me with an out-of-network provider without my knowledge or consent. On 6/7/23 I called Mile High Psychiatry regarding the billing issues, & was told that a supervisor would call me back by 6pm. I did not get a call back. I called them back again & was told the right person to help me would call first thing in the morning. The Mile High Psychiatry website states that they take ****** insurance. When I scheduled my appointment, there was no mention that some of their providers do not take all insurance plans listed on the website. Additionally, the provider profiles on the website do not mention which insurances they do or do not accept, so patients have no idea which providers take their insurance. Both the person that scheduled me & the provider I saw knew that I had ******, yet I was still scheduled with and seen by the out of network provider. This is incredibly deceitful, & I feel that they intentionally schedule patients with out of network providers without the patient's ******************* in order to take advantage of the patients' money.I request that my bill be voided, and all current and future charges and balances be removed from my account for my appointments on 1/19/23 & 2/2/23. I also request written documentation via email of all said billing adjustments. I would highly recommend that people seeking care stay away from this unethical and deceptive practice.

  Customer response

  06/12/2023

   I recently filed a complaint with ID 20159126 on 6/7/23. I am writing to inform the BBB that the complaint has been satisfactorily resolved as of 6/9/223. Thank you. 

   

  Sincerely, 

   

  ************** 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Their billing practices are very shady, at least with *************************** Per the website and what I was told, they take Tricare. I call up and make an appointment, and the person on the phone picks the provider for me..never once saying that each provider takes different insurance. Well, come to find out that the provider I was assigned to needs to be verified for Tricare. They knew I had Tricare and made an appointment with someone who doesn't take Tricare. So now I am out $300. Luckily I switched providers by happenstance. When I went to switch providers, they made it a big deal that I was switching providers...was that because they still wanted to charge me full price?? I feel that they are taking advantage of military veterans, active military, retired military and their families.

  Business response

  02/06/2023

  Hi *******,
  Thank you for taking the time to reach out with your concerns. I am so sorry to hear that you were initially scheduled with a provider outside of the Tricare network. I'm happy to hear you were able to switch to *******, one of our Tricare credentialed providers for your future appointments. In regard to your balance, I have spoken with our billing team and removed the balance on your account. I appreciate you bringing this to our attention, and apologize again for the oversight on our part. If you have any further questions or concerns, we are here to help! Please don't hesitate to reach out. 

  Customer response

  02/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩