Soultenders Inc., Arcadia

I was told by an adminstrative assistant that their psychologists do not do psychological evaluations.

Incredibly frustrated with my experience at Soultenders. I took all the necessary steps by providing my accurate insurance information and, before signing all their paperwork, I even asked them to confirm my coverage not once, but TWICE. I was told that they accepted my insurance and that my sessions would be covered without a copay. However, after two sessions, I'm suddenly informed that my insurance isn't accepted. I'm studying to become a therapist myself, and I find this level of incompetence/negligence and lack of organizational integrity appalling. Such misleading practices reflect poorly on their integrity and competence, leaving me questioning their professionalism and commitment to client care. They even have their acquaintances leaving fake five-star reviews with passive-aggressive remarks discounting and belittling others' experiences (@ Mike Selevitch, who "coincidentally" posted his review immediately after mine on the same day). It has 13 likes, which I am assuming is the entire Soultenders team that was forced to like his one fake 5-star review in order to feign its credibility and hide/bury the honest 1-star reviews. Ask yourself if this is a place where you really want to be getting mental health care. I am THOROUGHLY disappointed and would strongly advise against seeking services from an establishment that can't even get the basics right.

You seek therapy when you are in a bad spot in life, I assume the one star reviews reflect the situation the person reviewing them is in.
Staff is caring, and they have numerous areas and therapists to help.
(it's easy to be upset and put a one star review)

This is my second time with a soultenders therapist after months of back and forth and incorrect information I was able to get my second therapist as my first one was calling out a lot, drinking soup during our session, talking to her contractors remodeling her kitchen during my sessions. My second therapist so far has been also calling out a lot last minute and when I asked if I can get a little more notice, she was very defensive and I had to sit through a very uncomfortable barrage of how their family comes first (which was never a question). I have called soultenders and left a voice message 3 times since Wednesday and I’m upset that I haven’t gotten a call back for a new referral nor have I been able to speak to a person. Straight to voicemail.

If you have two health insurances, go elsewhere.

I’m not sure if it’s an organization protocol or if it’s just Olivia H refusing to bill my secondary insurance, but Soultenders continues to collect a copay despite knowing that I have no responsibility due to my secondary insurance covering the difference of whatever my primary insurance does not cover.

The therapist I have been seeing is amazing. She’s really the only reason I am putting up with the hassle of having to deal with paying and then requesting reimbursements, but this responsibility should not be placed with the patient.

Per Olivia H, my primary insurance should be billing my secondary insurance. But after multiple calls and hours of speaking with my insurance reps, (I kid you not, over 7 hours on the phone in the span of a month), I was reassured by the insurance reps that the provider’s office should be doing the billing. I tried telling Olivia this multiple times, but she kept giving me the runaround. First, she told me to contact my secondary insurance to ask them why they’re not picking up the remainder of the cost (uhh maybe because you never billed them). Then, after I did what she asked me to do, she tells me to contact my primary insurance because it is the responsibility of the primary insurance to process and submit claims to the secondary insurance. This is where she’s defintiely wrong. That is not my health insurances job. Their job is to get the claim, process the claim, and pay the provider of services. The billers should be submitting the claim to the secondary insurance with the original claim amount, amount paid by the primary insurance, and include any remittance info with explanation of benefits (Not only did different insurance reps tell me that this is the correct process, but there are multiple online resources stating this). Once the secondary insurance pays, and if there is still a balance, THAT is when I should be charged. NOT before the claim is sent to my secondary insurance.

What is the point of providing both insurances information if they’re just going to bill the primary insurance anyway and overlook the secondary insurance?

It is a bummer that my therapy experience has been tainted by these negative interactions that I’ve had with the administrative staff.

Besides Olivia H refusing to bill my secondary insurance, the office staff has also overlooked any attachments I sent with my email. They asked for my ID and insurance cards twice even though the very first email I exchanged with them had all that information.

In summary, the therapist is great, the administrative staff can be improved. I’d rate my therapist a 5/5 and the admin staff a 0/5 so I guess that’s an average of 2.5 stars.

I am updating my review due to Olivia H's support and flexibility. She helped me understand the billing process and was able to support me in closing out my case. Thank you for being client-centered and understanding.

SoulTenders. I should have known just by the name. I had a really bad experience. But I hope you have a better one.