Launch Rehab Richmond
2024-10-21T22:50:08.694Z
I had incredibly frustrating experiences with Launch Rehab Richmond, particularly when it came to dealing with insurance and billing. The front desk and manager provided extremely unprofessional advice regarding my insurance multiple times. One time, after maxing out my old insurance, I gave them my new insurance details, but they told me not to update it yet. They said if the claim failed, they would notify me in a few days, and I could provide my new insurance info at that time. Weeks later, I got a call saying the insurance claim had been denied, and I was responsible for the payment out of pocket. To make matters worse, they said they couldn't run the claim through my new insurance because too much time had passed. When I asked why they didn’t notify me as they had promised, they said the previous front desk employee was an intern who didn’t understand insurance processes. Despite this being entirely their fault, I never received an apology, and they didn’t follow up as they said they would.
To top it all off, I later found out from my therapist—who happens to be a friend of mine—that they had waived the fee but decided they would no longer process any insurance claims for me in the future. While I didn’t make a fuss over this because of my therapist’s professionalism (he’s by far one of the best I’ve encountered in Vancouver), I chose to pay out of pocket going forward.
Then, a few weeks ago, I was charged twice for a $95 payment on the same day. I went back to the clinic to ask why, and the front desk had no answers, stating that the manager wasn’t in that day. After messaging the manager, I was told that my family had an outstanding debt to the clinic and that they hadn’t charged me twice, suggesting I resolve it through my bank. Despite keeping my composure and remaining professional throughout the conversation, I was accused of owing money without any basis. Again, no apology was ever offered.
Later, I received an email from the clinic owner accusing me of having "unprofessional and aggressive behavior" during my visit and informing me that they would no longer accept appointments from my family.
In summary, while the therapist at Launch Rehab is highly skilled and professional, the management and administrative staff are an absolute nightmare to deal with. If you plan to rely on insurance or use a credit card for payment, I’d strongly recommend you think twice. With such poor management, it's only a matter of time before this place runs into more serious issues.
Just to add up here: please do provide the evidence of my “aggressive” behavior if you think I made your staffs unsafe, I came by the clinic that day did nothing but had an conversation with the front desk and my physio, told them it is not any of theirs fault and waited for the answer from the manager for almost 30 mins, during those 30 mins, 80% of the time I just stood there browsing my phone waiting for the manager to give me an answer through your system regarding the false charges on my credit card from your clinic, at the end of the day, I received no apology but an insult to my wife and 2 underaged kids, and again, I left your clinic that day telling the front desk that I will be going through legal proceedings to get my money back, if by all means you think what I did was a “threat” and creating an unsafe environment to your staffs, I am sorry that I did not treat your clinic as heaven and treated your staffs as god, I am sorry that I did not just ignore it when I got charged multiple times on a single visit, I am sorry that your clinic considers coming to your clinic with a problem is an aggressive behavior, I am sorry about your incapability of helping the clients, and I am sorry that i broke your heart, and again, good luck with anyone who comes to your clinic get the best service they deserve:)
I had incredibly frustrating experiences with Launch Rehab Richmond, particularly when it came to dealing with insurance and billing. The front desk a... More