ComplaintsforGreat Strides Rehabilitation

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son received speech therapy services at Great Strides during 2022 and 2023. One bill for services provided in March of 2023 for $500 has remained unresolved. My son had ******** ****** and the ****** scholarship to cover the costs of therapies. The billing clerk had both the insurance and scholarship details for payment. Due to a clerical error, my son’s insurance coverage lapsed in March, so I asked the billing clerk to submit the bill to ******. Step Up For Students rejected the invoice because the wrong provider was listed, and the service was indicated as “Treatment” instead of “Speech Therapy”. I have called and left messages, emailed, and even spoken to the billing clerk several times asking her to correct the invoice. I offered to upload the corrected bill to the Step Up For Students portal myself if she could email me a PDF of the new invoice. She still has yet to do this. I have called the main office and left messages with no response. I sent a physical letter in December to the main office with the original incorrect bill attached. No one responded. Finally, I reached someone at the main office who said she would be happy to help me. She offered to correct the bill and email it to me within an hour. That was three weeks ago. Every month I receive an email notification that this bill is still outstanding, but the billing clerk won’t answer my calls or respond to my voicemail messages. I believe I can still upload a corrected invoice into the Step Up for Students portal for direct provider payment, but, I’m afraid the deadline to submit the invoice may have passed. If the bill cannot be paid via the scholarship, then it needs to be forgiven. I am not responsible for any errors, mistakes, or delays occurred with this bill. I need this matter resolved immediately so I can return my full energy and attention to the daily care needs of my son.

  Business response

  05/07/2024

  I have attached our company's response.

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

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