Mind Above Matter

This company and location has by far the worst customer service. This is the second year being with them & they’re constantly making the same billing error. First time in 2015 for my husband’s care we were referred by our insurance provider because we didn’t have to meet our yearly deductible. When going there we were told otherwise even after informing them multiple times we didn’t. They were very persistent in collecting the full cost. After the appointment once he was done I contacted Anthem being the primary in which they informed me that we were correct and Mind Above Matter should not be billing as much. At that point I contacted them back the front desk was rude and showed no remorse just playing the blame game. They then told me to speak to the head person Terry in billing. She shows no empathy at all immediately she backed the front desk about the billing which is when I informed her I would call her back with my insurance provider on the line. Immediately I did so they spoke and it was confirmed there was no deductible to be met after getting reference # and making notes on our account she informed us it would be sent to accounting & they would mail a check in 2 – 3 weeks I became frustrated and expressed it only took them seconds to wrongfully charge our CC AFTER telling them our correct policy details. We shouldn’t have to wait that long for our money back on their error. She then stated she would speak with billing to see if they could get it faster to us. They did and it arrive that week. This year same issue even after a year and notes of past problem. I now was going to them for a consultation and they over charged me. Even billed my insurance company for the intake and told me they would get back to me after looking at the Dr.‘s scheduling on what day I would start my care. Two weeks later after calling them to following up twice I finally received a call that they were full and wouldn’t take me and gave me a number to another place and sent me on my way. That place was not even what my Dr. requested with Mind Above matter and they had no clue why I was referred to them. It wasn’t until my husband went to his first app of the year and them trying to bill him way more than his usual payment that I found out they over billed me. Why would you even take in someone bill them and then tell them you’re full? At that point on the phone I informed my husband checking in for his app not to give them our CC before they verified it correctly. Sure enough I was correct our policy was the exact same so they billed him at the usual co-​pay not apologizing or anything. I was told speak to billing to get a refund AGAIN for my app. After 2 weeks no refund check and speaking them on several occasions (Jan. 26^th, Feb 15^th & 18^th) them acting clueless putting us on hold to go speak with Terry and coming back to informed my husband and myself that it would be there any day now. Today now the 22^nd called back very frustrated and confused my husband and I spoke to someone else that stated they had no way of knowing when it was sent or where it was to just wait. So with that being said we were livid and she placed us on hold came back to get a contact # for Terry to call us back. Finally received the call and told by Terry with the horrible attitude it takes 30 days and the check was being sent out today & to pretty much wait. I asked since when because she was able to expedite it last year she stated their policy changed. I hung up her tone of voice and interruptions during the conversation was enough. Why don’t they stop making errors if they can careless about getting your money back. I would not recommend them at all and I wish there was a closer place for my husband to go because he hates the care. They’re all about the money, no follow ups, they’ll only keep recommending partial hospitalization so they can get the most money out of you. Getting a appointment is horrible and returned calls good luck on that too. I’ll be contacting my insurance to dispute them billing for a intake when they were full as well. Nightmare.

They wanted to charge me a copay when I had to cancel due to being ill. I got sick during the night and called first thing in the morning. Because it wasn’t 24 hours in advance they insisted I owed the copay. I guess I should have gone in anyway and let them worry about cleaning up the vomit and diarrhea. I found out that I owed this copay when I was there for another appointment a few weeks later. They told me that I had to pay both copays (for the cancelled visit and that days visit). I offered to pay the copay for that days visit but they said without paying both copays I wouldn’t be able to see the doctor that day and would have to reschedule. I refused to pay and left. I won’t go back. This is a ridiculous policy.

Months to get an appointment, then when you get no call and call them they have no clue what you’re talking about. The waiting list is imaginary, apparently. Nurse takes a day or two to return urgent calls about medication issues then makes up excuses as to how swamped she is administratively. Receptionists put you on hold for 15 minutes like its no big deal. Doctors come and go so you’re constantly having to recap your issues and meds are being played with like toys.
First guy spoke maybe 5 words to me and just typed in his laptop. How you get a diagnosis based on that is beyond me. Second guy changed meds when they were working causing me to suffer.
I wanted to keep the same doctor since that’s the only way you’ll get better, but every time I went back they had quit. First guy came back again after quitting and changed my meds AGAIN. I called a few days later explaining concerns with the new meds to find out that Doctor quit a second time and the nurse tried blaming my symptoms on a stomach bug going around. When I voiced my concerns about the office she again made all of these excuses what their ‘vision’ is GOING to be, but had no explanation for the disaster of an office they are running now. Never received a call back from her about weening me off my meds, but that’s no surprise.
Don’t waste your time with this poorly managed office, especially when it’s your health at risk! I’d rather treat with Dr Seuss than deal with the nurse or doctors at this place ever again. I caution you to steer clear of this office. It could be the difference between life and death for someone suffering.

This place is extremely unorganized. They never know what is going on, have never answered the phone, and have to date never returned a voicemail. When you finally do get ahold of them, They beat around the bush with various excuses saying call back in a week. (Insurance usually) Then finally say oh you hve to make another appointment the next one is available in two months! Every time. It’s ridiculous. Ever since I started coming here, I am out of medication EVERY month. For weeks sometimes. Ridiculous.

I would love to share my honest review for this place. My daughter started going here early this year, Knowing that they were a newer place and was not very well developed yet. The location in Burleston from what I have heard is fantastic! I would give my therapist 5 stars she was very nice and helpful. But other than that… They are very unorganized and do not know what on earth they are doing. Every time She goes there they give her a different med consultant and they did not even have one the other day and She had to talk to someone in there house over a computer. The med consultant tries to put her on different meds to try them out. On some days they will put her down for appointments I didn’t even schedule for. I will sometimes go on the day they asked me to and then they tell me my appointment isn’t today. I wouldn’t even try calling because I always have to leave a message with no return. I always have to talk to confused Ester from the front desk. They constantly make me pay $ 60 co pays for missed appointments (that I was not aware about). My daughter was recently in the emergency room for side affects and they refused to let me talk to a med consultant until I payed my missed co pays. I put my foot down this time and refused to pay them. After talking to a couple of people and explaining they apologized and my daughter got her meds she needed. I will not be returning here. I highly suggest this place to have messages go out in day advance for upcoming appointments like usual places do.