ComplaintsforWe Level Up

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Facility was understaffed and at times basic needs were not met. Intake team is dishonest when promising potential clients what would be provided such as a gourmet chef that would take care of special diets, no vegetarian food provided for days and meals arrived from off site location was cold and *****. Staff use intimidation tactics to attempt to persuade clients to stay if client attempt to leave such as statements such as all belongs would be held for 48hrs and if you leave you will end up on the street without access to phone or money in a bad area of town. Clients family was called and given false information such as above and client brought into room and ambushed with family waiting on speaker phone. Clients unable to make phone calls due to short staffing and 10min calls only allowed twice weekly on Friday, Saturday or Sunday, staff did not respect time differences and told client the time they can call and often unwilling to accommodate this. Staff often appear burnt out and passive aggressive with clients.

  

  Business response

  10/11/2024

  Upon the receipt of various allegations from this client, we've conducted an internal investigation including auditing phone calls, reviewing the patient's chart, staffing schedules; and interviews of facility leadership to address the concerns.  It appears that based on our findings, though the patient may feel unsatisfactory, we have followed our policies and procedures in line with all applicable laws and regulations.  Please note that we are not at liberty to discuss PHI of other patients however all complaints are taken seriously by our compliance team and if anything is to be flagged it would be promptly addressed.

  We are sorry  that the client had a poor experience with us that different from expectations and also always look to continuously improve.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been contacted by this company incessantly, by text several times a week, via email nearly every day. My wife contacted them and they confirmed I do not owe any money, as insurance covered my stay, yet I continue to receive mail saying I owe $8k. They are defrauding insurance companies and we requested no contact and yet they continue.

  

  Business response

  09/03/2024

  Thank you for reaching out. We have commenced an internal audit to review your complaint and allegations and though the investigation has not been completed yet, we have found that there may be some miscommunication. It appears that the client was with us several times and only has an outstanding deductible/copay amount from the first visit only in the amount of $8,540.01.  The 2 subsequent stays should have no amount due associated with them as the maximum out of pocket would be met. The total amount that WLU is attempting to collect is the outstanding from the first visit. I'm not sure why the disputed amount shows to be $75K, but we are following our standard policies as well as staying within compliance of applicable laws and regulations to attempt to collect.  

   

   

   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We Level Up has been harassing me for over a year and a half. Calling me every month. I have asked for them to please stop and they dont listen. Anyone Ive spoken to is rude and doesnt care what you have to say. They laugh and talk down to you. If you read the reviews from any city they are in, it would tell you enough about how they run things. Its insane to me how they are still an open business. I just want them to please stop calling me what they did to me already in the facility was already traumatizing enough.

  

  Business response

  07/25/2024

  Please note that we have fully refunded this complainant over a year ago and have not made any attempts to reach out or collect since then.  It is unclear as to the current allegations of continued contact attempts. We are saddened to hear that the patient had a poor experience while with us as we are committed to being compliant and going above and beyond or our clients.

  Customer response

  07/28/2024

   
  Complaint: 21998182
  
  I am rejecting this response because:
  We level up has responded to this by saying they refunded this complaint and hasnt reached out over a year and half, which isnt true. They harass me every other month by calling me. I wouldnt be making a complaint if that was the case. At this point I dont know what else to do but contact you guys because it wont stop. They dont take accountability and are lying. I want my number and information removed from there system so the harassment stops. Moving forward what is the next steps?

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

  

  Business response

  08/12/2024

  We appreciate your response and though we are not sure exactly who is contacting you, we can offer to remove your contact information completely from our records to assure that no department tries to contact you for any reason whether it's for collection or alumni or any other purposes effective immediately.  We hope this helps address your concerns. 

   

   

  Customer response

  08/12/2024

   
  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,
  
  ***********************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent 3 weeks at their facility and every day they told me it would be covered in network and I would only have to pay my in network deductible. Now that I'm out they're saying it's out of network and they're charging me $15,000 put of pocket. They are liars and thieves. Shut them down ASAP. They are liars. They will steal your money. The entire staff will lie to your face and say things are "in network" and then they will charge you out of pocket when you leave. This is the most unethical business I've ever worked with. Run far and run fast if you ever consider working with them.

  

  Business response

  04/11/2024

  Hello,

  Thank you for your incremental complaint and second duplicate review for this exact matter. Kindly know, a special accommodation and good will offer has already been extended and has already been accepted on Apil 8th, 2024 in which your and/or your family member have agreed to.

  It is unfortunate that you've had a poor experience with our organization, however based on our initial review, it appears that you have been in contact with out finance team regarding the outstanding invoices and have been offered a debt settlement amount on Apil 8th, 2024 which your and/or your family member have agreed to.  Our team will reach out to you again to assure that there are no concerns on this or any other matter.

  
  Thank you and best regards,
  Customer Support Team 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Poor communication

  Customer response

  03/17/2024

  Your email to Christian ***** has been sent.
  Here's what you wrote:
  Please reach me at your earliest convenience. Patient Caseload size and Ethical standards for proper medical Dsm diagnosis and Rx timely observation outcomes and patient outcomes for optimal standard of patient care. The courtesy of a reply is appreciated in advance as we strive to care for our loved ones. Thank you, ********************* ************ ***********************
  
  
  Contact info:
  ************************
  
  *************, 92657
  Tel: **************
  ************************'s Profile
  

  Customer response

  03/17/2024

  Your email to Christian ***** has been sent.
  Here's what you wrote:
  Please reach me at your earliest convenience. Patient Caseload size and Ethical standards for proper medical Dsm diagnosis and Rx timely observation outcomes and patient outcomes for optimal standard of patient care. The courtesy of a reply is appreciated in advance as we strive to care for our loved ones. Thank you, ********************* ************ ***********************
  
  
  Contact info:
  ************************
  
  *************, 92657
  Tel: **************
  ************************'s Profile
  

  Customer response

  03/17/2024

  
  Your email to Christian ***** has been sent.
  Here's what you wrote:
  ****************. Please forgive the inconvenience. My name is ********************* and am the husband of your patient ***************************. She shared you have changed her meds and I have important relevant details regarding **** and her treatment plan with amphetamines. I look forward to helping you help her with the most recent and relevant medication information. Thank you ****************. Best regards, *********************
  
  
  Contact info:
  ************************
  
  *************, 92657
  Tel: **************
  ************************'s Profile

  

  Business response

  03/26/2024

  Thank you for reaching out to us.  We have obtained your contact provided and shared with our Compliance team to review and complaints or issues that you may have experienced while with us and amicably resolve. Someone from Compliance should be reaching out to you shortly.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am currently seeking no legal recourse. I am not seeking anything specific other than the need to share my experience and allow others to react accordingly. I was referred to **** ********** (near LA, in *************) by the ******* location.I was promised many things, that are common concerns for rehab facilities. Examples include amount of phone calls home, number of visits with professional staff (therapists, counselors, nurses, doctors), activities provided throughout the day. The reality is, the facility provided me with far less than half of what was promised, and was a shell of what was advertised. The few staff who were there were deeply caring, but ultimately spent the entire month explaining how things were going to be better. There was a culture where half the clients were flown in from anywhere in *****************, promised many things, and not given any of them. Many left early on their own accord, after many days of contemplation. Other clients were picked up from unfortunate situations, seemingly to fill empty beds. Groups of police officers visited multiple times to remove clients.In my primary residence, my sole house-mate for many days was removed by police, by basis of putting his hands on a woman and fellow client.In one sentence, the detox treatment I received was, in my opinion now, negligent and dangerous. In one sentence, the medical treatment I received was negligibly little.My last comment about my experience, and ultimately what it seems this facility is, is an advertiser for sober living facilities in the LA and ********* area. The clients I was closest to got what we could out of this facility, solely based on the fact that we had to survive and get "whatever we could out of our insurance money being spent".If context is needed, I was a patient in the summer of 2022. I continue to receive medical billing from this location, which I believe has no basis other than an effort to get more money from clients.

  

  Business response

  01/17/2024

   

  We are saddened to hear that you had a poor experience during your treatment with us.  We are a fully accredited and licensed facility and at the very least meet or exceed the required standards of care. Our ********************* should be reaching out to you shortly to obtain additional information to investigate this matter fully and review your chart. Thank you for your patience and consideration.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/31/2023 $1,000.00 was charged to credit card for what I was informed by ***************************** was for the insurance deductible for in patient rehab treatment from ***** days, dependent on success rate of my rehabilitation.Arrived at the We Level Up facility on 11/6/23. The facility images advertised online, ******************************************, were not reflective of the accommodations offered. Was informed that I would have one roommate, arrived and they had me reserved with two other roommates, the facility was dirty, and the rooms looked nothing like the pictures advertised. I was not allowed to take any pictures of the facility. I asked to see the accommodations upon arrival which was refused until I signed paperwork in the entry to the facility and could not see beyond the small, enclosed entryway. I left the facility after signing the paperwork and being shown the facility, which took in all about ********************************* regard to my refund. No account or tracking number received to my knowledge.

  

  Business response

  11/30/2023

  We Level Up has been in contact with the patient and has since addressed her concerns, refunded her funds and apologized for any inconvenience.  For purposes of clarity, the facility advertised is in fact the accurate and appropriate facility as advertised.

  10/31/2023 $1,000.00 was charged to credit card for what I was informed by ***************************** was for the insurance deductible for in patient rehab treatment from ***** days, dependent on success rate of my rehabilitation. Arrived at the We Level Up facility on 11/6/23. The facility images advertised online, ******************************************, were not reflective of the accommodations offered. Was informed that I would have one roommate, arrived and they had me reserved with two other roommates, the facility was dirty, and the rooms looked nothing like the pictures advertised. I was not allowed to take any pictures of the facility. I asked to see the accommodations upon arrival which was refused until I signed paperwork in the entry to the facility and could not see beyond the small, enclosed entryway. I left the facility after signing the paperwork and being shown the facility, which took in all about ********************************** regard to my refund. No account or tracking number received to my knowledge.

  Customer response

  11/30/2023

   
  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,
  
  *************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ZERO STARS IF POSSIBLE. This place is a LYING JOKE! They told me lies to my face and are now shipping my loved one home after 4 days of care. They are in the middle of a detox, the middle of a medication change, and WITHOUT HEALTH INSURANCE AND MEDICAL HELP! (terminated from job because CASE MANAGER FAILED TO CALL AND HANDLE MEDICAL LEAVE AND FLMA like they said they do...) No one will return my calls. they sent them home already with new medications and no medical staff to administer them. They told me they were approved and the case manager takes care of the rest. PRESSURED me into bringing my loved one!! "Must call back with an answer in 15 minutes unless your spot will be revoked". THIS IS NOT THE ***** LIARS!!!! and they do not care about one's well-being and life. I am appalled and hardly have any words! I will be taking legal action! what a SICK FACILITY!

  

  Business response

  11/20/2023

  Thank you for reaching out us.  We take all complaints seriously and have brought this to the attention of our ********************** Once we complete the internal investigation we will take all necessary actions.  ***************** will be reaching out to you shortly to discuss further.

  Customer response

  11/21/2023

   
  Complaint: 20884983
  
  I am rejecting this response because:
  I have no received a call to discuss mistake made by We Level Up. I have been waiting for a call since last week. I have called multiple times to give them reminders to have management call me and they have not. 
  Sincerely,
  
  *********************************

  

  Business response

  11/30/2023

  We Level Up has called and spoken with the complainant in regard to the issues voiced above.  The patient is currently under our care.  We've addressed all outstanding concerns and made sure we're on the same page, pending a call from our clinical director, which is anticipated in the next ***** hours. 

  Customer response

  12/01/2023

   
  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 once I receive a call and a confirmation this will not happen again to a patient. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was going through a mental health crisis in June 2023. I had tried to commit suicide and through a call with a local hospital I was put in contact with We Level Up. The lady on the phone called me and said that they had called my insurance and verified my benefits. I was told my insurance was accepted and I'd have to pay my deductible **** of $2250) but I had already paid more than half of that already in the year due to other medical expenses. I went to the facility and was treated like I was a drug addict when I was there for depression and anxiety. I was told I couldn't even go outside unless with a staff member because "I could talk another person on the outside to drop drugs over the fence". Mind you, we were under surveillance 24/7 with audio and visual recording (from what I was told). I was about to go home and was told my insurance approved me for another week. I demanded to go home on my release date that they took forever to tell me when I was supposed to go home. Patients were told not to talk about when they were going home or about any treatment. they received. I saw patients that were denied their dietary needs and patients that had to wait hours for their medication. After arriving home I was bombarded with phone calls saying I owe them money for my treatment and they were in fact out of network. If I had been told they were out of network I would have never gone to their facility since there are mental health clinics in ******** that could have taken me. I was gas lighted by customer service when trying to explain why I was feeling the way I was and that I was misunderstanding what they were saying. When asked to get an itemized statement I was sent an invoice of 18k. The woman I talked to on the phone today was very rude and kept interrupting me any time I tried to speak with an answer ready, aka didn't matter what I said. The amount of unprofessionalism is insane. I could go on with more incidents that happened their but I'm at my max **** count

  

  Business response

  11/20/2023

  Thank you for reaching out us.  We take all complaints seriously and have brought this to the attention of our ********************** Once we complete the internal investigation we will take all necessary actions.  ***************** will be reaching out to you for further information.

  Customer response

  11/27/2023

   
  Complaint: 20874824
  
  I am rejecting this response because: I have not been contacted by anyone since the complaint was submitted. No attempts have been made by them in order to reach out. 
  
  Sincerely,
  
  *********************

  

  Business response

  11/30/2023

  We Level Up has contacted and communicated with the the client yesterday on 11/29/23 at 1:40pm to discuss any misinformation, misunderstanding and billing.  We have cleared up the invoicing disputes and as a follow up a representative from our financial department will be reaching out to confirm.  We hope this resolution is to the client's satisfaction.

  Customer response

  12/07/2023

   
  Complaint: 20874824
  
  I am rejecting this response because: I have not gotten a call from the business after being told I would be contacted. 
  
  Sincerely,
  
  *********************

  

  Business response

  12/08/2023

  The client was contacted by ***************** as identified in the prior message.  Earlier, our finance department has followed up and set up a payment plan with ****************. We believe everything has been addressed and there are no outstanding items to resolve.

  Customer response

  12/08/2023

   
  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,
  
  *********************

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was searching for an addiction treatment center and after reading the website I was contacted by man who seemed caring. I asked several questions about the facility and was told this had a swimming pool and holistic treatment. The pictures on the website site looked very good. I only wanted **** days detox due to not being that bad. I was told I was 100 percent covered by my insurance. None of this was true.. when I got there I was confused about where I was it looked nothing like the website and I said is this the correct place but got no response. I wanted to leave but was told I had to wait. Was held for additional day without any way to contact the correct family member or facility. Men staff walked into womens room without announcements. Staff members called my family member and asked medical questions without my permission or knowledge. I was asked to sign a tablet under duress. Then when I finally got out I had no phone they would not let me charge it or give me or my service dog water. I had to walk a mile in 100 degree weather with a suitcase large dog bad and service dog. Just to find a place to get a charge. They held me captive without cause they still have some of my belongings they broke a 400 dollar hair dryer. They lied about the facility and its treatment. No one ever saw me until after 24 hours its dirty rooms staff doing whatever rules they want depending on what boss is there. I was told I couldnt take my dog on bathroom breaks whenever I felt like it. They are scammers who prey on people seeking help. I want my items back immediately. I want all my records pertaining to any thing that I was treated for.

  Customer response

  08/27/2023

  I hope you see the numerous complaints with similar issues against this facility. I attached the website pictures this place looked nothing like any of them. They also made me walk around getting signatures of different staff members so I could leave. I had no idea who they were and had to ask several people where to locate them. 

  Customer response

  08/27/2023

  I hope you see the numerous complaints with similar issues against this facility. I attached the website pictures this place looked nothing like any of them. They also made me walk around getting signatures of different staff members so I could leave. I had no idea who they were and had to ask several people where to locate them. 

  Customer response

  08/27/2023

  This is the wrong address its we level up at *****************************************************;

  

  Business response

  09/06/2023

  We are sorry that you left our facility with a negative feeling and it is unfortunate that your treatment was not as anticipated.  Based on your complaint, we have conducted an internal investigation, and we were not able to substantiate your allegations. There was no discussion on a swimming pool at the facility, there was an old Yelp posting that is owned by an unaffiliated company that contained an image of a pool however it is referring to an old facility that is not current and not under this organization.  We've reached out to them and were able to get them to remove that posting explaining the concerns.  Our website does in fact indicate the accurate descriptions and images of the facility. 

  There are specific approved policies we have in place that address the discharge processes including leaving against medical advise which we have absolutely followed. The technicians doing the rounds always announce themselves in accordance with our policies and trainings when entering the patients' rooms regardless of the gender.  The dog that the patient brought with them was restricted from eating from facility flatware due to sanitary concerns with no other restrictions. In reference to the hair dryer, we have inventory of all patient belongings being brought in and during the patient's short stay with the facility our records do not indicate any issues with the hair dryer nor any complaints in reference to any damages. All of our policies and procedures are compliant with the applicable laws and regulations.  We are here to address any concerns or further miscommunications. Thank you.

  Customer response

  09/07/2023

   
  Complaint: 20525041
  
  I am rejecting this response because: I was told by ******* there was a pool but regardless this is not why I left. You have yet to return my property you ruined a ****** hairdryer by taking the **** apart you ruined 3 pairs of shoes by washing them. It really wasnt about any thing but the treatment of your staff. Especially when I knew this place was not the best place for me. I received no directions no help until I wanted to AMA . Every single right was violated *** I had a service dog that I was told I had to put on a schedule to pee. My medical privacy was compromised when the counselor called my cousin and asked her personal questions about me. I have a sworn statement. We level up failed to do anything to help me and you failed AA motto. I want my items back or you can send me a check for the amount. ******** travel bag the new items in it the hair Dryer the 3 pairs of shoes. You almost killed me sending me in the middle of nowhere with no phone no water. Regardless of AMA if you were any type of true Alcoholic recovery like you preach on your website. To which you are not!!!!!! You would have assisted getting me to the correct place. You didnt even let me have a charge on my phone you gave me no water in 100 degrees this says a lot about you and We level up. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/13/2023

  ****************,

  As an action of good faith we are accommodating your request to make you whole. We have issued and mailed you a check in the amount of $1,325.00 to reimburse any inconveniences you may have experienced.  We are sorry that you have not enjoyed your experience with us and wish you well.

  The Compliance Department

   

  Customer response

  09/16/2023

   
  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. Only upon completion of receiving the money to replace my items. I appreciate We level up for handling this matter 
  
  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. ↩