ComplaintsforBel Aire Recovery Center

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This facility is supposed to be in the business of helping people overcome addiction. My son was was admitted and the discharged 3 days later because they could not verify insurance coverage. After I explained to them that I verified online that he had coverage AND being told I had until the next business day which was a Monday to get proof of verification, he was released anyway. After many phone calls and lots of frustration it was found out that the facility was calling the wrong insurance. Now they have quit answering my calls or texts. My son does not want to go back there at this point. They need to acknowledge their mistake and make things right. What if this happened to someone else and then because that person did not get the help they needed they overdosed. This is unacceptable.

  Business response

  05/23/2023

  We at Bel Aire Recovery Center take pride in providing quality treatment services and honoring the dignity of everyone we work with. We diligently work to ensure high-quality standards are met and exceeded with the treatment services we provide, that we maintain a safe and therapeutic environment, and that the highest level of confidentiality is maintained. Bel Aire Recovery Center strives to secure authorization from insurance payors to cover the services provided.  The process to do so includes phone confirmation of benefits.  In the event that the insurance payors indicate that there is no coverage under the insurance policy, Bel Aire Recovery Center attempts to re-verify benefit coverage and, when needed, will assist to make other referrals to another covered entity.

  In response to this complaint, the facility has conducted a full investigation.  The investigation results lead us to believe that we have maintained our high standard of quality care and services.  However, due to the nature of our business and Federal Regulation 42 C.F.R., Part 2, we are unable to provide a detailed response to the complaint. Additionally, the individual filing the complaint indicates they are filing on behalf of a family member.  Although the individual filing the complaint accepted the HIPAA authorization when filing, we are unable to accept HIPAA authorization that comes from a third party and not directly from the consumer.  Should the individual identified have received services, the process would be for the facility will follow up directly with the consumer to provide a detailed response, investigation results, and determine the appropriate next steps to resolve the complaint with the consumer.  

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