ComplaintsforBloom Health Centers

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My dependent child was seen at the ******** ********** ********** ******* *************** ******* by Simona **** **** Md who works for Bloom Health Centers. My child's diagnosis was described to me verbally on numerous occasions and I had several appointments and calls with Dr. ****. When it came time for my child to be discharged from the program, his diagnosis was incorrectly documented by Dr. **** and his records were inaccurate. I have received billing statements from Dr. **** for services provided by her services were inaccurate. I have called Bloom Health Centers to get in touch with Dr. **** and they cannot put me in touch with her as a provider. Bloom Heaht Centers can't even tell me where she works or give me a contact number for the office where she works. I have not been given any way to reach her as a provider for my child by the company.

  Customer response

  06/07/2024

  signed form uploaded

  Business response

  06/07/2024

  Thank you for bringing this to our attention. I spoke with the patient's father this morning via email and Dr. **** is contacting him directly to discuss. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I initially called in September 2023 to schedule an appointment for my minor child for in person talk therapy. The scheduling took one hour. The soonest they had available was late November. I made very clear and verified it was an in person appointment with a female for talk therapy. I received confirmation for that appointment a few days before only to find it was listed as virtual. I called hoping for a mistake but the appointment was incorrectly scheduled on their end and they rescheduled for late December, one month later. I received a call a week before the appointment asking for it to be virtual. I declined and confirmed it was in person for talk therapy. The day of the appointment that we have been waiting months for was unilaterally changed to virtual. I called and was told something new each time. The scheduling people were rude and I caught them in several lies (e.g. the supervisor was out sick when she was not and I spoke to her). The supervisor finally admitted the appointment was for medication management only. They intended to medicate a 6 year old without even trying any other option. That seems like gross negligence! The supervisor admitted she is aware the third party they use for scheduling gives incorrect information yet they continue to use them. We now have lost 4 months and are back at square one. It is unconscionable to medicate a child with a developing brain without first exploring another treatment. Being in the mental health space requires a higher duty of care which they have not upheld.

  Business response

  01/03/2024

  Good afternoon and thank you for providing this information. As a healthcare entity, Bloom Health Centers is not able to comment publicly on any patient-related information. However, we will conduct an investigation and contact the appropriate parties to review findings. 

  Customer response

  01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because no one is asking you to disclose patient information. The complaint surrounds scheduling, providing false information at scheduling, last minute appointment changes, among other concerns. The purpose of the complaint is get you to examine the flaws in your system and address the serious concerns listed above and in the initial complaint. 
  
  Sincerely,
  
  **** ****

  Business response

  01/09/2024

  Hello, 

  We understand that this is an unsatisfactory response. However, BBB complaints are a public forum. Specifically discussing any individual patient's experience, including your own or others', scheduling information and other information related to the complaint is considered patient information. We thank you for bringing up your concerns and are happy to review. The contents of the review will be shared with the appropriate parties directly rather than through a response here. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They scheduled an appointment for me with a provider (***** *****) that literally couldn’t practice in my state (I was in Virginia, she was in Maryland and she was not licensed to practice in Virginia) so the appointment didn’t even take place. I am now being told that I owe money and am being threatened to be sent to collections even though I have spoken with Bloom about 6 times in total trying to get this resolved over the past 6 months. This has been such an inconvenience and all for a charge that’s quite literally fraudulent as no appointment took place.

  Business response

  09/28/2023

  Hello and thank you very much for contacting us. As per legal privacy requirements, we are not permitted to discuss any information on a public forum. We have investigated and will reach out to the applicable parties. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nov 2022 I called to have a prescription refill consultation for my daughter. The appointment was conditional upon submitting all the medical and health insurance documentation. I subsequently discovered info about my daughter’s situation that did not require the refill consultation appointment. When I called to cancel the appointment I was informed by the representative there was no appointment in the system to cancel, since the required insurance info needed to be supplied to establish the appointment. I then started receiving automated phone calls daily that the appointment was rescheduled. The phone calls eventually stopped. However, I received a $100 No Show Fee invoice.

  Business response

  04/10/2023

  Thank you for notifying us of this issue! We apologize for the mistake and have removed the charge. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally, I was a patient/customer for Comprehensive Behavioral Health. They then merged or was taken over by Bloom. I had an initial first patient appointment with this business and I wanted to have a follow up appointment, in order to refill my prescription and discuss them. Every piece of information provided by this practice/Business was telling patients to make appointments through their patient portal. However, the only way to make an appointment on the portal was with a slide down option selector on what type of appointment patients like myself want to make. The only option provided was a first patient inquiry appointment for TMS. Which made no sense as this was not for me, which I discussed with my provider. I know I was in the "right place" in where I should have been able to make an appointment, and the appointment history tab also indicated that I did have a first patient appointment with one of their providers. So, I was unable to make an appointment AND get a refill for my prescription. Which produced adverse and negative side effects for my well-being. I called, and emailed, and called, and emailed, to either no responses, or an automated message telling me that there was no one available to talk. After a few days, I was able to contact customer service. They informed me that they would get in touch with my original provider and have them get back to me. I was very skeptical as the user interface was not friendly and customer service was not effective as of this far. I was also unable to go in person as all offices were shut down due to the pandemic. After Bloom took over, I was successfully able to get in touch with someone who took my Debit Card off file. Fees were still taken. After a while, I was able to schedule an appointment. BUT I then received a $140 no show fee after this due to connectivity issues, and unforeseen life changes. I am requesting a full refund for these fees made on an October 27th, 2022, billing statement.

  Business response

  12/26/2022

  Business Response /* (1000, 5, 2022/12/05) */ Good afternoon and thank you very much for your feedback. Due to patient privacy laws, Bloom Health Centers is not permitted to discuss health or billing information on a public forum. It is our policy to conduct an internal review and contact patients directly to reach a resolution.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had Aetna insurance which ended on 7/31/21 before *** treatment started with ***** **********. (attachment included). A copy of the *** authorization made by Aetna before coverage ended on 7/31/21 is attached. Blue Cross insurance went into effect on 8/1. With Blue Cross, I have no copays for ****** health care. I also have a letter guaranteeing previous authorizations will be honored by Blue Cross. Attached is the original email sent notifying ***** ****** of the insurance change and included the insurance card. Also attached is the Maryland Health Connection Blue Cross letter stating they approve any prior authorizations for service in order to provide continuity of care. Mapping for**** was done on 8/3/21 and the copay was made on 8/3/21 via paypal for $50.00. This was billed to Aetna in error. The copay needs to be refunded to me because there was no co-pay due for Blue Cross for that appointment. I also had an appointment on 8/4 that was billed to Aetna and paid $60.00 copay and that needs to be refunded to me because I should not have been charged a copay for that visit. That payment was made on 8/3 via paypal. Proof of payment is attached. Both visits should be charged to blue cross. On 8/12, I cancelled *** because I was told I would have copayments. This was untrue, though, because Blue Cross does not charge copays for *** treatment. Treatment then resumed once the billing was straightened out and I was told there would be no copays. ***** ****** are billing me for $3591.66. I've advised them numerous times that the insurer is Blue Cross. Blue Cross as of 8/1/21. Attached are all emails I've sent to them regarding this billing issue beginning August 2021. I need a refund of copays made to ***** ****** in error on 8/3 and 8/4. I need the balance of $3591.66 removed from my account and billed to Blue Cross. All documentation is attached.

  Business response

  09/08/2022

  Consumer Response /* (3000, 12, 2022/06/30) */ ***Document Attached*** I received another statement for June Business Response /* (4000, 14, 2022/07/06) */ We are very sorry to hear about this experience. Due to the nature of our business, and federal regulations including HIPAA, we cannot disclose any information related to patient care or billing on a public-facing forum. Please contact us at ****@bloomhealthcenters.com or 667-***-**** to address this issue, we will be happy to resolve it. Consumer Response /* (4200, 16, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted them dozens of times via email and phone without any response or resolution. THAT IS WHY I FILED THIS COMPLAINT. I would like the name, email address and phone number of a supervisor that I can contact directly to have this resolved. In spite of all the information BBB sent them showing the account details, they still haven't removed the balance from my account. My next step is to contact Maryland Legal Aid and pursue legal action.

*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. ↩