Applied Behavioral Mental Health Counseling

I hope my experience is just an outlier, but our case manager from this company is very unprofessional. As a client, we were the last to know when they paused the service due to a billing issue. We found out from the technician instead of from the case manager...After the issue was resolved, we asked the case manager to confirm how many hours of service was approved by the insurance company, and she came back with inconsistent answers in different emails. The end of the chaos (I hope) is the case manager told the technician she is leaving the company to get married and she is not coming back after her vacation. Again, as client, we DID NOT HEAR A WORD from the company!!

Started the process of trying to get services for my 3 year old son in July 2022. The initial contact was great, good communication and he was able to have his evaluation with Crystal by the end of August. Crystal tells us the evaluation writeups take about a week and once done she will forward to our case worker. Ester was our case worker and she informed us it takes 7-10 business days to hear back from the insurance once everything is submitted. During this time Ester goes on a two and a half week long vacation and someone by the name of Kelley is managing her work in the meantime. I work full time so I know we need vacation and we were already waiting on insurance anyway so I didn’t fuss. End of September rolls around and we hear nothing. So we email Ester, Kelley and Crystal for an update. Ester gets back saying she’s still waiting on the evaluation, Crystal responds says she submitted back in August. Ester attempts to fix her mess and assures us she is working on it. More time goes by and I email Ester again. I get an out of office reply that she’s on another 3 week long vacation and Kelley is once again taking over her cases. By now it’s mid October, we contact Kelley several times and she tells us the case was submitted and she blames the insurance company for taking so long to approve services. I asked for the date it was submitted and never received a response. In the meantime I get a statement in the mail for over $2000 for the evaluation that was done in August and being told Applied ABC is out of network when we were told it was in network. Now we are back and forth with Kelley who tells us she gonna reach out to someone regarding the bill and again tells us that they submitted his evaluation and the insurance is taking forever to approve. In the mean time Ester comes back from vacation around October 22. Frustrated with this bill we contact the insurance company who informs us that Applied ABC is in fact in network and the bill was submitted wrong. Great one problem solved. She then goes on to inform us the evaluation for services was only just submitted on October 24th and is in review. This is about 5 weeks AFTER we were told multiple times that it was already submitted. Insurance approved his service within 5 days after getting the evaluation. We contacted a supervisor, Chevy, to voice our concerns. Chevy was going to “look into it” and told us my sons case is a “high priority “. We never heard back from Chevy. Ester reaches out to advise insurance approved services and we are now essentially on a wait list for a therapist with no date as to when he will get services. November 4th, Ester calls to inform us that Applied ABC will no longer be servicing Pennsylvania and we have 90 days to find another company to work with. This company has waisted so much of my time, time that could have been used for services to my nonverbal autistic son - in the end he’s the one who suffers. Shame on you.