Customer Service
Service with Care, Every Time
At Van Buren Community Mental Health, our Customer Service Team is here to make it easier for you to connect with the behavioral health and wellness services you need. We understand that finding the right care can feel overwhelming, so we’ll guide you every step of the way.
We can help you file grievances, complaints, or appeals, and answer questions about services, community benefits, or referrals you’ve received.
If you have concerns about your services or support, start by talking with one of your care team members—like your Case Manager or Therapist. If you need more support, then our Customer Service team can step in to help. We’ll answer your questions, explain services and eligibility, and speak up for you when needed.
Contact a Customer Service Representative at:
Customer Service
Phone: 269-655-3333
Toll-Free: 1-800-922-1418
Email: customerservices@vbcmh.com
Fax: 269-657-3474
Michigan Relay Center (MRC): 711
*Calls are answered live during business hours. If you call outside business hours, you can leave a message, and if you need a call-back outside our regular hours, please let us know, and we will accommodate your needs.
Customer Service Hours
Monday-Friday from 8:30am-5:00pm (excluding holidays)
At VBCMH, we also partner with Southwest Michigan Behavioral Health (SWMBH) for customer service. SWMBH will send calls about customer service concerns and appeals to our VBCMH Customer Service Team. If you are unhappy with how VBCMH Customer Service Team has handled your concerns, you may contact SWMBH Customer Service at 1-800-890-3712.
Communication Assistance
Communication resources in alternative languages and formats (Braille, Spanish, audio & communication enhancements, sign language, TDI) are available at no cost. Please contact Customer Service at 269-655-3333 or toll-free at 1-800-922-1418 to access.
• ATTENTION: If you speak English, free language assistance services are available. Call 269-655-3333 or toll-free at 1-800-922-1418 (TTY: 711).
• ATENCIÓN: Si habla español, hay servicios gratuitos de asistencia lingüística disponibles. Llame al 269-655-3333 or toll-free at 11-800-922-1418(TTY: 711).
• تنبيه: إذا كنت تتحدث العربية، تتوفر خدمات مساعدة لغوية مجانية. اتصل على 269-655-3333 أو الرقم المجاني 1-800-922-1418 (TTY: 711).
Customer Service Handbooks
Customer Handbook (English) | Customer Handbook (Spanish)
Grievance and Appeals
If you’re not satisfied with your services, decisions, supports, or the way you’ve been treated, you have the right to let us know by filing a grievance, appeal, or ask for a second opinion. This is your way to share concerns about your care or the VBCMH staff providing it.
You have the right to share concerns about...
• If you were turned-down for services when you requested them
• If you were turned-down when you wanted to go to the hospital
• How you've been treated by VBCMH staff
• If you are not happy with the goals and objectives in your Person-Centered Plan
• If your current VBCMH services or supports are being put on hold, lowered, limited, or cancelled
You can file a grievance, appeal, or second opinion by calling Customer Service at 269-655-3333 (Toll-Free: 1-800-922-1418), visiting an office location in person, emailing customerservices@vbcmh.com, or by completing the Customer Concern Form below. Once you notify us of your issues or concerns, we will work closely with you until the matters are resolved. You will be provided information on what you can do if you are unhappy with how we have addressed grievances, appeals, or second opinions and those timelines.
We want to provide the best care possible, and your feedback helps us improve. If you are ever unhappy with the way your services are provided or how you are treated, we need to know. Please reach out if something isn’t right—we’re here to listen and help!