By Deborah Reed
WKTV Managing Editor
People searching online for Pine Rest Christian Mental Health Services on their mobile devices are encountering fraudulent third-party organizations instead of the Pine Rest organization.
“Third-party organizations, using carefully crafted language to present themselves as affiliates of Pine Rest, appear near the top of search results and fraudulently claim they can assist individuals with placement in our services,” states a recent Pine Rest press release.
Attorney General Dana Nessel also issued a warning statement that the phone number found online may not actually connect them to Pine Rest.
“This appears to be a cruel scheme targeting those suffering from substance abuse disorder, striking treatment-seeking victims in a moment of courage, when they’ve finally sought professional help,” said Nessel.
Preying on the vulnerable
Pine Rest is a mental health care service provider for West Michigan. Located on the south side of Grand Rapids, Pine Rest is known for their variety of mental health services.
Susan Langeland, Vice President of Continuum Development and Chief Information Officer for Pine Rest, said the fraudulent ads are taking advantage of very vulnerable people in a moment of crisis.
“When people think about seeking care, they mull it over, it takes them many times to actually pick up that phone to call for treatment,” said Langeland. “So when they do, we want to make sure that we get them connected to the right treatment, not being sent out of state and potentially delaying care this person desperately needs.”
Legitimacy of ads
The fraudulent ads use carefully crafted words to appear like a legitimate health care organization. When someone searching for care calls the number provided, scammers identify themselves as a Pine Rest clinician or hospital admissions for an affiliate organization.
“None of that is true,” said Langeland. “We have our own admissions department right there at Pine Rest campus on the south side of Grand Rapids. They are all employed by Pine Rest. We don’t use brokerage or placement firms.”
Many patients have been diverted out of state for potential treatment. While the locations given are actual treatment facilities, that does not mean patients are receiving the care they need.
“What we hear back from some of these patients is that they are actual locations,” said Langeland. “But as to what their treatment is, and what that looks like, and how that quality of care is, I can’t speak to any of that. We don’t know anybody at any of the locations that our patients have brought back to us.”
Fraudulent scam impact
Langeland went on to say that Pine Rest has no way of knowing how many people have been impacted by these scams.
“We’re reliant on people to let us know,” Langeland said. “Some people reach out right away and say, ‘That was really weird interaction with you,’ and file a formal complaint. Others just go about their day-to-day, and we don’t know.”
The authorities and Attorney General are working with Pine Rest to gather information regarding the scam ads. However, some patients who issued complaints do not want to be part of the investigation due to fear of judgment.
“Unfortunately, we still have stigma,” said Langeland, adding that it is hard for some people to trust that the system is going to take care of the issue, and that there is no stigma attached.
The patients who have agreed to participate in the investigation do so because they don’t want anyone else to fall victim to the scams.
“Their experience was not one that they enjoyed, and they don’t want this to happen to anyone else in a moment when they are trying to seek help,” said Langeland.
How to avoid scam ads
When people seek substance use care in a moment of crisis, Langeland said, they are using their phones quickly, getting online and searching Pine Rest. “And these sponsored ads would come up that look like Pine Rest.”
In a moment of crisis, that person does not look for details on a sponsored ad to ensure it is legitimate. They simply click on the link that looks like it will lead them to the resources they need.
Pine Rest stresses the importance of going to an organization’s website, making sure you talk to someone from the organization, and being conscious of what information you are giving out over the phone so you are not taken advantage of.
Pine Rest is working with their legal team and law enforcement to figure out options regarding the scams.
Though Pine Rest has no control over sponsored ads, Langeland hopes authorities will find a way to restrict the scammers from claiming to be Pine Rest or affiliated with Pine Rest.
Pine Rest availability
Pine Rest does have openings for people seeking substance use and mental health services.
“When people say we don’t have any availability, that is not actually the case,” said Langeland.
Pine Rest resources/contact information
All contact information for Pine Rest services can be found on their website.
Individuals seeking mental health and/or addiction services may also reach Pine Rest by phone:
FOR IMMEDIATE ASSISTANCE 24/7: 616-455-5000 or toll-free at 800-678-5500
FOR OUTPATIENT ASSISTANCE (Standard Business Hours): 866-852-4001
