Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled an appointment on appointment October 26,2022 @4:10 PM. On the day of the appointment, I received a phone call from Scam Likely approximately around 4:00PM and ignored the call. Happier Living did not send any text/email reminder about my appointment on October 26,2022. I did it know that I had to log into their client portal website for my zoom meeting and by sending the zoom link to my personal email or my phone. Since I missed the appointment on October 26,2022, they charged me $330.75 + $20 total amount of $350.75. The actual fee for the therapist is $125 but they charged me $350.75 for the missing appointment which is a total rip off. I called and emailed them to dispute the amount but to no avail. I know that this facility is trying to rip off patients because they scheduled my appointments without my approval, authorization and without my prior knowledge. They scheduled my appointments 3 times a week for the whole year of 2022 and for 2023. I had to log into their client portal to cancel each and every single appointments unless they charged me for not showing up. Then I sent them message not to schedule any more appointments ever in the future. I fear for the senior citizens and those who are not Smart phone savvy people who can be charged for missing their appointments. I request BBB to investigate this facility for charging exorbitant fees for missing appointments Please find attached my receipts for the amount charged for missing my appointment. Instead of charging me $125. They charged me $350.75 which is just ridiculous.

  Business Response

  Date: 01/10/2023

  Thank you for sharing your experience, Pasang. We're sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact ** at ********************************** so we can discuss this matter further.

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I first requested for my refund, they totally refused to refund my payment. They refunded partial payment only after I lodged my complaint against them on BBB. I request for full refund for missing my first appointment for lack of clear communication and instructions. I can't imagine how many innocent and elderly patients will be suffering due to this. Thank you

  Business Response

  Date: 05/03/2023

  We appreciate your feedback, and we understand your experience was frustrating/disappointing. Please contact us at ********************************** if you would like to discuss this matter further.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19317764
  
  I am rejecting this response because: Only partial refund was received. I did not receive any appointment reminders and no service with the therapists. Just partial refund for no service provided. 
  
  Sincerely,
  
  Pasang Lama

  Business Response

  Date: 05/11/2023

  We appreciate your time and effort in bringing your concerns to our attention. After careful review of your BBB complaint and subsequent rebuttals, we regret to inform you that we cannot provide the full desired resolution you are seeking. We understand your frustration, and we apologize for any inconvenience this may have caused. At this point, we kindly request that any further communication regarding this matter be handled directly by emailing **********************************. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19317764
  
  I am rejecting this response because: I have been charged without providing proper advance reminder about my appointments and no service whatsoever. Its not only me that is not satisfied with how Happier Living operates and manages their clients. If you ****** your reviews online, there are many complaints and poor reviews from the clients. 

  
  Sincerely,
  
  Pasang Lama

  Business Response

  Date: 05/18/2023

  We appreciate your time and effort in bringing your concerns to our attention. After careful review of your BBB complaint and subsequent rebuttals, we regret to inform you that we cannot provide the full desired resolution you are seeking. We understand your frustration, and we apologize for any inconvenience this may have caused. At this point, we kindly request that any further communication regarding this matter be handled directly by emailing **********************************. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19317764
  
  I am rejecting this response because: even if I contact you directly, you dont intend to reimburse full refund. 
  
  Sincerely,
  
  Pasang Lama

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a patient for a very brief time. I missed an appointment on Sept 14, 2022 due to a medical issue. I was charged $500 and have repeatedly attempted to have that money refunded. I have provided a Drs note for the day and the billing department has spoken with my Dr. I have called multiple times and have been rerouted or placed on hold only to be told that my complaint will go into the que and a supervisor will call in 3-5 business days. I have repeatedly asked for the department head, but no information will be given. The company has stopped responding to my emails. This has caused me so much stress, mental, and financial hardship. I'm baffled by the way I have been treated and by the lack of understanding a healthcare company (specifically a mental health company) has for their patients.

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/10) */ Thank you for sharing your experience, ***********. We're sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services. Clients always have the option to reach out to our Client Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our group's payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. Thank you for the opportunity to respond.

• Initial Complaint

  Date:12/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many others, my daughter was improperly billed for what they stated was a missed appointment. However, my daughter canceled a week in advance. The customer service is horrible - can't speak to anyone on the phone, and email responses take forever. They claim there systems would have detected if there was a cancellation, but there systems don't provide any confirmation so impossible to tell when there is a system glitch which it appears there is. Please show me a log of all the times my daughter logged in and what was done during those login sessions.Also, if there systems are so great, and they don't make mistakes then they can explain why in my credit card dispute process they sent me medical information about another patient - a clear HIPPA violation. The received the name, address, phone #, patient #, appointment dates and Dr visited for another patient. So, not only complaining about the incorrect billing but also if my daughters information is secure.

  Business Response

  Date: 01/24/2023

  Thank you for sharing your experience, *******. We're sorry it fell short of your expectations.
  
  However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services. ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency.
  
  All clients must electronically sign our group's payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution. If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19317685
  
  I am rejecting this response because:

  Your generic template answer doesn't address my issue.  

  1. My daughter did cancel her appointment well before the required time.  As outlined in many other complaints, your systems are horrible making it difficult to do so, and often it doesn't register when people go online (which is the only way to do so) and cancel their appointments.

  2. You didn't address at all why you sent me the health records of another patient - a clear HIPAA violation.  You provided the name, address, tel #, DOB, patient #, appointment date and dr ************** This is another example of your low quality quality controls.

  3. Since filing this report, you once again claimed that my daughter missed an appointment - another false claim as it was made clear long ago that we have terminated our relationship with your organization.  If you what you wrote in your original response was true, how was she able to make and miss an appointment without providing a credit card to confirm the appointment.  It shows that your response is false.

  An organization that like yours that is suppose to help people only add more problems, and should not be allowed to practice for that reason alone.  Also your clear disregard for HIPAA - which is undisputed as it occurred and have not addressed it at all - just reveals what type of organization this is.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/22/2023

  We appreciate your feedback, and we understand your experience was frustrating/disappointing. Please contact us at ********************************** if you would like to discuss this matter further.

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used this company for approximately 5 months and had no issues. However, on 12/19/22, I attempted to call to reschedule an appointment scheduled for 12/20/22. The automated system told me that I would receive a call back from a representative. I never received a call back. So, I made arrangements with my work to step away during the appointment time on 12/20/2022. I am a nurse and work in a hospital. At the time of the appointment, an emergency arose with the patient that I was caring for so I was unable to step away for the appointment. That day I received a receipt from Happier Living notifying me that they charged the card on file for $301.18 (in addition to the $40 copay they charged). The next day I attempted to contact the billing dept but was told the only way to get in contact with them was via email. I ended up speaking with a supervisor in the scheduling dept who placed me on hold to speak with the billing dept directly. She was told that I would need to submit documentation of the medical emergency. I told her I could not do this because it would be a HIPAA violation to provide patient information to them. The supervisor told me that I would receive a call back from the billing dept later that day. Taking Christmas into account, it has been 4 business days and I have not received a call back. I called them back today to attempt to work towards a resolution and after being told that there was no way I could speak with a supervisor, one was eventually put on the line. I was told by the supervisor that there was nothing that they could do for me other than send a message to the billing department for a return call I told the supervisor that I had no faith that I would receive a callback since I have not received one back from the previous call that I made. This supervisor chose to hang up on me, instead of helping resolve the issue. The way this mental health company handles their business is unacceptable and creates more anguish for their patients

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/16) */ Thank you for sharing your experience, *****. We're sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. Consumer Response /* (2000, 7, 2023/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment with Happier Living Nov 23rd but never received the services they charged me for. I opened a refund claim with them that same day, and was emailed an automatic response with the reference number #******** and never heard back from them. I even tried to delete my card information from my account on Nov 23rd when I first requested the initial refund, but there is only option to add another card, they won't show you ANY of the account information they gave you when you signed up. They just charged my card again even though I never requested another appointment, never approved another appointment, and with another provider than who I ever signed off on them giving my info to! The person they claim I had an appointment with isn't even listed in my "patient portal" and there is ZERO record of the appointment in my patient portal as well. They now owe me $250 from Nov 23rd for services never rendered, $200 from this morning, Dec 21, and $76.54 from 5 minutes ago, Dec 21st. I need this money, and I have record of reaching out to them. I have already notified my bank and am requesting a new card and card number all because I just wanted to find a psychiatrist. This also put my account under, so I will have to pay bank fees because of this SCAM COMPANY.

  Business Response

  Date: 03/17/2023

  Thank you for sharing your experience, ****. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19320546
  
  I am rejecting this response because:

  In the original complaint/communication, I requested,

  "Desired Outcome/Settlement
  Desired Settlement: Other (requires explanation)
  Refund; A written letter signed by the director confirming all of my personal information has been removed from their system and they will not charge me again"

  They have issued a check refund, 120 days after the 2nd and 3rd charges, but I received zero confirmation/assurance that all of my information including card info has been removed from their system. They have access to my medical files, and banking information, and I will not allow this. 

  Sincerely,
  
  *******************

  Business Response

  Date: 03/28/2023

  We appreciate your feedback, and we understand your experience was frustrating/disappointing. Please contact us at ********************************** if you would like to discuss this matter further.

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started going to Happier Living in August of 2021 for psychiatry and therapy services. A few weeks ago I got notification that I was charged $200 from Happier Living which I thought was odd seeing as I did not have any scheduled appointments for that week nor any recent appointments. I then looked around and found other charges. Anyways they only have 1 phone number which you can call which leads to an overseas scheduling team. If they even pick up they refuse to help, or provide contact information for anyone who can help. I have called and emailed so many times and I never get any resolution. They claim their billing department doesn't have any phone numbers or emails so they just promise they will reach back out. To date I have received 1 email, which all my responses have been ignored as that email did not address or resolve any concerns. Please see a breakdown of my requested refund:03/09/22 charged $25 (copay) for my visit and a random $158.94 03/27/22 charged $25 for a day I did NOT see my therapist. 07/08/22 charged $81 and I did NOT have an appointment this day. I told my therapist I would be out of town and she did not cancel the appointment so when I saw I was still scheduled I canceled it myself 08/11/22 charged $25 even though there was no appointment scheduled. I received an email that I missed an appointment although I have proof there was no appointment scheduled. I did not receive a reminder email the day before so I went online to check future appointments and there was no appointment listed for this day. I filed a claim for this and never heard back.08/16/22 charged $6, I have no idea what this is for. I was out of the country and had no appointments this week. 12/01/22 As it does not make sense that without warning I am randomly charged $200 for a supposed denial 6 months after the date of service with no calls, letters, communication, and I was sent altered images that cannot be verified. total refund: $495.94

  Business Response

  Date: 01/25/2023

  Thank you for sharing your experience, Brea. We're sorry it fell short of your expectations.
  
  However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services. ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency.
  
  All clients must electronically sign our group's payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution. If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Happier Living for almost a year now, and never in my life have I come across a more deplorable, money-hungry, and unprofessional business in my entire life. I was scheduled to meet with an NP on 11/22/2022 at 10:40AM and at 10:39 AM, after shifting my whole day around that appointment I received a call from a member of the customer support team telling me they were cancelling my appointment because THEY accidentally scheduled me with somebody that cannot prescribe my medication. They specialist told me over the phone she would reschedule me for another appointment the next day at 5PM. I log onto **** at 5PM and nobody is there. I then receive an email the next day stating that I missed an appointment scheduled for 12:40PM and that because my appointment was with an MD I would be charged a $500 cancellation fee. I attempted to reach out to customer service several times to explain their mistake. After days of waiting on hold to speak with customer service agents who sent me back and forth between each other with no answers, I was told to wait for a payment specialist to reach out to me. The day I was told this I received another email saying that the next scheduled attempt to withdraw the money from my account would be on 12/4. They then withdrew $500 dollars from my account on 12/2 knowing that I wouldn't be expecting the charge for another day, which is such a disgusting business practice. No payment specialist ever reached out to me, and after days of attempting to get them to correct their mistake they have simply stopped responding. These people intentionally gave me misinformation in order to steal money from me. They also kept my initial copay from both "visits" even though I never received treatment. This service is meant to provide care for the mentally ill and the fact that they are intentionally preying on the mentally ill and unstable in this way is absolutely despicable. Do not give these people your money, they WILL steal from you.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */ Thank you for sharing your experience. We're sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. We look forward to connecting with you.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a visit at Happier Living a place I found on the ****** website and their website states that they are in network. The morning of 10/27 I receive an e-mail 4 hours before my appointment stating that they are "out of network" and I will have to pay $500.00 for my visit. If I cancel in less than 24 hours I am still on the hook for the whole fee and I do not have that kind of money. I tried calling & e-mailing that morning with no help from the company, I then contacted ****** directly and was advised to cancel the appointment due to provider discrepancy. I explained the situation regarding still being on the hook for $500.00 they said that it shouldn't be the case since no services would be rendered. They advised to contact my***** card company to let them know not to allow the payment to go through. That is what I did. Humana says that Happier Living's billing office can contact them directly at ********************** was the rep that helped me. *************************************************** unable to pay the $500.00 fee for no services rendered due to an insurance issue. I depend on providers listed being in network so I can only pay the co-pay which should have been $10,00. I had no intention of ever cancelling an office visit but I have copies of the e-mail received the morning of 10/27 which caused this issue. Also I have e-mailed the company with a cease and desist on 11/6/2022 and the company has emailed me twice sent me a bill in the mail dated 12/6/2022 and have sent the bill to collections which has emailed me as well even though I have been e-mailing disputing that I should not be charged at all because they caused the issue. I whole heartedly believe this company is a fraud, claiming to be in network then changing saying not so they can always collect a $500.00 fee. They should really be investigated by your entity and the government as well.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */ Thank you for sharing your experience, ******. We're sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further.

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, I was charged $276.54 on 12/13/22 for a cancellation that was well outside the 24 hour period (6 days). My employer has allowed me to use the legal services we keep on retainer, and I have also begun the process with the ** Department of Public Health, and am working with a caseworker there. I am requesting that the amount of $276.54 be returned to my CC by *** 12/16/22 or I will push forward with legal action.

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 8, 2023/01/06) */ Thank you for sharing your experience, ******. We're sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services. Clients always have the option to reach out to our Client Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our group's payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. Thank you for the opportunity to respond.

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/11/2022 - Had a virtual appointment with my therapist, was charged that same day for my copay, hours before my appointment. Appointment and therapist went well. 12/07/2022 - They charge me again for my copay for the appointment on 11/10/2022. I contact them via email. They claim to not have double charged me, they send me a document with a history of my charges, which includes charges for dates I have missed my appointments or had cancelled after the allowed time. On that document, I highlight the two charges which show where I was double charged for my copay amount for my appointment on 11/10/2022. The document makes that clear with the Date of Service showing matching dates. Their response to this was that I had missed my appointment for that date, which is not true. I had missed an appointment on 11/11/2022 and was charged a massive fee for missing my appointment that same day. This complaint is for my appointment on 11/10/2022, which I did attend. After them trying to give me the run around regarding double charging me for the copay for this appointment I have decided to file a complaint against them, as their are committing unethical practices in billing.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */ Thank you for sharing your experience, *******. We're sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services. Clients always have the option to reach out to our Client Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our group's payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution. If there are any additional questions/concerns please contact us at************************** so we can discuss this matter further. Thank you for the opportunity to respond.