- Report: #823044
Report - Rebuttal - Arbitrate
Complaint Review: Ocean Hills Recovery – TRUSTED | Ripoff Report Verified™ …businesses you can trust. Ocean Hills Recovery provides unique treatment approach called Collaborative Care. Working with addict on individual level, Ocean Hills Recovery clinical staff deals with individual emotional & psychological issues. Damage that may have been done to client's bodies is healed through exercise & proper nutrition. Client’s family included in process of recovery to help change social climate in which client developed & cemented addiction.
Ocean Hills Recovery33402 Palo Alto Street Dana Point, California United States of America
Ocean Hills Recovery TRUSTED BUSINESS REVIEW: Ocean Hills Recovery dedicated to total customer satisfaction. Ocean Hills Recovery past & current approach to business focused on providing highest quality addiction treatment services to clients. South Orange County, California addiction treatment
*UPDATE: Ocean Hills Recovery pledges commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, ensuring them of complete satisfaction, confidence when doing business with a member business. Ocean Hills Recovery recognized by Ripoff Report Verified™ as a safe business service.
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EDitor’s UPDATE: Positive rating and recognition has been given to Ocean Hills Recovery for its commitment to excellence in customer service.
Ripoff Report’s discussions with Ocean Hills Recovery have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Ocean Hills Recovery listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Ocean Hills Recovery principals, Gregory and Nicole Doss, has assured us that client satisfaction is their number one priority! They believe that by providing excellent and concerned customer service they will creat a bond of trust with their clients that will create an environment of safety and comfort that will naturally result in a perfect environment for recovery. [continued below]....
Another top executive of the company told us that Mr. Doss has, "devoted his life to helping others. He is meticulous about answering any concerns of his clients. His policy is to never argue with a client. He believes that most people really just need be to heard and that's what he does. He listens to every concern and is immediately and effectively responsive.” One of the other things Ripoff Report learned in the course of its review is that typical customer feedback reads: “Ocean Hills Recovery saved our son's life. For the first time in a long time we are sleeping soundly. They have given our boy back to us.”
The information provided in this report below is based on comments made by Greg Doss during an on-site inspection held by a third party verification company with no biases toward Ocean Hills Recovery.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Ocean Hills Recovery is a company specializing in individual treatment for alcoholism, drug abuse, dual diagnosis and mental health. Leads are acquired primarily through referrals, as well as internet marketing. The typical customer experience begins with a treatment protocol being established, such as it being a 30-day, 60-day, or 90-day treatment. It depends on the individual customer and what they are seeking treatment for. Customers reach out to Ocean Hills Recovery, either directly, or a family member or loved one will call for the person needing treatment. “First we [conduct] a full assessment to see whether or not it’s a good fit for what their problems are and what services we provide through counseling and one-on-one therapy and everything else to see if that is a natural fit. The second process is just basically a face-to-face negotiation on our fees and whether it’s insurance-based or private paid-based to see if it would be a fit,” explains Greg Doss, a representative of Ocean Hills Recovery.
Ocean Hills Recovery Customer Care & Complaint Resolution
At times, people may not feel satisfied with the service or treatment they receive. Mr. Doss explains that there are typically two types of complaints that they encounter. The first is from the patients who are unsuccessful in the recovery program and complain that Ocean Hills did not cure them or help them recover and that they still want to use. The second type of complaint centers around insurance issues. Mr. Doss explains that there is often confusion and misunderstanding surrounding the portion that would be paid by insurance, the portion that is paid out of pocket, and how that affects deductibles. “These issues we cleaned up and can avoid in the future because of processes we’ve put into place to avoid lack of clear communication. We’ve learned over the years how to make it very clear to people by putting everything in writing,” explains Mr. Doss. He also explains that the complaint posted to Ripoff Report “basically just wanted a refund, he wanted his money back. He stayed here for 2 months, built a case complaining [that] it was dirty, etc. We let him in for half price to begin with and then he… sort of black mailed us till we paid him to stop defaming our company.”
To resolve the issue, Ocean Hills refunded a part of the person’s fee and he, in turn, admitted that the complaint was unwarranted and was not legitimate. Once a person’s treatment is complete, Mr. Doss states that they do not have follow-up practices in place. “We have various credentials in place and are highly regulated by various state and industry entities that we get certified by. We do all the diligence up front and inform all of our patients what is expected and when,” explains Mr. Doss. Since receiving complaints, Ocean Hills has implemented various protocols to ensure that every experience is a well-informed one.
Mr. Doss and the team at Ocean Hills Recovery recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program and the platform it provides for businesses and clients to interact and resolve issues. “We are happy to be able to respond and resolve any and all issues with any and all patients,” states Mr. Doss.
Ocean Hills Recovery / Statements from a long-time employee & former client
"Ocean Hill Recovery saved my life. I was a kid in a lot of trouble and they gave me a hand when I needed it. Now I have kids and a husband and I have a career helping other people. Coming to Ocean Hills was the best decision I ever made. The community here has become like my family and I want to be a part of it in some way forever.” ~ Rachel
Ocean Hills Recovery runs on its reputation for ethical actions and fair treatment. An employee stated, "This is a really positive environment to work in. Mr. Doss and the other directors are always reminding us about our boundaries and not arguing with the clients. We are really encouraged to listen and to provide clients with an ear, so that they can be heard. The clients are asked each week what kinds of complaints they have about the facility and the operation and we really try to address each concern as soon as it comes up." Ripoff Report was pleased to learn that Ocean Hills Recovery's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
STATED IMPROVEMENTS FROM OCEAN HILLS RECOVERY
"Ocean Hills has made a lot of systemic changes to the organization. We have a more efficient adimistrative system as well as a larger staff to handle any complaints that arise. Many of the procedures for handling insurance claaims have been updated and streamlined to be more efficient. Some of the staff that were unprofessional or problematic have been replaced.”
Ocean Hills Recovery recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review Ocean Hills Recovery has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Mr. Doss, Ripoff Report is convinced that Ocean Hills Recovery is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, ensuring complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
ABOUT THE RIPOFF REPORT BELOW:
Ripoff Report would like to let readers know that Ripoff Report emailed this customer so the member business could make things right with them. When a business joins the Corporate Advocacy Program, Ripoff Report emails everyone from the past so the member business can make things right with them. Of course, everything within reason.
STATEMENT FROM OCEAN HILLS RECOVERY:
Ocean Hills has refunded the money this client said that he was owed. The writer of this post stated that we took too long to refund his money. We have corrected some of the systemic problems within the company that led to this complaint arising and have extended our hand to this customer to let him know that we will do whatever is necessary to satisfy him..
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Ocean Hills Recovery Ocean Hills Stole $3,500 From Me Dana Point, CaliforniaI stayed at Ocean Hills Recovery in November 2009. I went in because I was struggling with a drug and alcohol addiction. My stay there was very helpful and actually changed my life and I am thankful to be sober still.
Although I am grateful for many of the people I met while in treatment, the fact remains that the services that were and still are advertised on their website were not provided. Many of the events on the schedule never happened. They had told me on the phone that I would be meeting with a psychiatrist throughout my stay. I was only able to see him, and that was after complaining. I was told that I would be able to meet with a counselor once a week. I only meet with the counselor twice during my entire stay.
I paid $7500 for my 30 day treatment in full before checking in. I had coverage under my health insurance for $3,500. The administration at Ocean Hills offered to "help" me file the insurance claim. They filed the claim, collected the $3,500 from my insurance company and then kept it, even though they were already paid.
Additionally, the continued to lie to me for several months about getting the money from the insurance company. Finally, I spoke with the insurance company and confirmed that they had cashed the check months earlier.
If you are struggling with an addiction, please get help. It's hard to get sober, but it's worth it. Just don't go to Ocean Hills. There are tons of other places you can go.
This report was posted on Ripoff Report on 01/15/2012 08:22 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ocean-Hills-Recovery/Dana-Point-California-92629/Ocean-Hills-Recovery-Ocean-Hills-Stole-3500-From-Me-Dana-Point-California-823044. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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