ComplaintsforHeadspace Care

• Initial Complaint

  12/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ****** sent a mass email to employees of my husband's company saying that their services were covered for employees and their dependents. When I signed up for the app, there was no information anywhere about what was or wasn't covered through the employer sponsored plan - I looked everywhere to be sure that I wouldn't be charged for any of the services on the app. Given that the original email stated "mental healthcare" was covered by the employer (and included video-based therapy as a service) I assumed that, well, services were covered by the employer. I searched the app and website for any indication that this was not the case and found nothing. After 3 VERY unsatisfactory "therapy" video sessions I was charged $180 because they had billed my insurance and I had a $60 copay for each session. I was never told that my insurance would be billed and was still operating under the notion that mental healthcare services are covered by my husband's employer (per ******'s email). Upon reaching out to them, they admitted that they had not provided me with enough information about what was covered under my plan and should have told me that my insurance would be billed, but did not. Their initial email was false advertising and they intentionally withheld further information about my plan coverage to make money.

  Business response

  12/29/2022

  Thank you for taking the time to share your experience and your concerns with pricing transparency. It is never our intention to create uncertainty around expected costs for services, and Im sorry to hear that you had difficulties with this. Our billing team has been in contact with you regarding this matter, and we are continuing to investigate this so we can provide a resolution for you. For privacy reasons, were not able to provide thorough assistance here and we encourage you to refer to the email communications for the most updated information. 
  

  Customer response

  01/03/2023

   
  Complaint: 18652317
  
  I am rejecting this response because although the company claims "we are continuing to investigate this so we can provide a resolution for you", they have not contacted me at all since telling me they would be escalating the issue to management.
  
  Sincerely,
  
  ***************************

  Business response

  01/05/2023

  Thank you again for reaching out. Our billing department is continuing to review the information that you provided via email. Again, for privacy purposes we arent able to provide additional information about your account here, but our team will be reaching out to you through email to continue to provide communication. Thank you again for bringing this matter to our attention. 
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********** keeps charging my credit card because i used their services in 2021. they claim i had appointments which i did not have and have not been associated with them since about the first week of January 2022. yet i am still receiving charges on my credit card that i have to get reversed each month from my credit card company

  Business response

  11/11/2022

  Thank you for taking the time to share your experience; were sorry to hear that youve had these challenges with the billing of your account. Claims that are processed through insurance providers can have a turnaround of ***** days, although it can be longer depending on a variety of factors. Our billing department has been in contact with you to provide additional information regarding your concerns and I would recommend that you reach out to them if you have any additional questions.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** is a mental health app that I signed up for back in Aug-Sept 2021. They charge $100 a month for 24 hour online coaching. If you would like to speak to an actual therapist, they stop charging you the $100 and only charge for your therapy sessions. This was not the case immediately. They were 1: charging me both $100 for the coaching and $145 for my therapy. I did not even notice this because it took them months to charge me. All of the payments were supposed to come out the 4th of every month but payments came out 23rd, 3rd, 14th, 28th?? Nothing was consistent. There is no customer service line to call you can only email. Of course I emailed for months and months, no response. I messaged customer service on the app who directed me to the same email with no solution. It was apparent by the responses and grammar... this was a typical scam. They avoided answering my questions to where I eventually disputed the charged through my HSA account. They even fought the disputes and they still ended up with $300 of over charged money that should be in my pocket. I resolved this all in February 2021. I received an email a week ago saying they attempted to charge my card $100 once again. To charge my card a year after I have even used them is crazy... I emailed their team and they responded right away asking for my benefit info including ID and group number... All info you need TO SIGN UP FOR GINGER. They were charging my card, they already had that info. And that is how I know this is a scam. I told them I was reporting them to the BBB and they immediately said I do not need to pay the $100 and the situation was handled.For a mental health app, I chose to utilize to prevent suicide, its disgusting to be stealing peoples money. This needs to be shut down before they take someone's life. I am lucky that money was coming out of my HSA and not my personal account. I wouldn't be able to live if it did.

  Business response

  11/01/2022

  Thank you for taking the time to share your experience and concerns. For privacy reasons, we are not able to provide assistance here. Our billing department has been in contact with you to resolve this matter, and we would recommend that you refer to that communication for any additional updates. However, if you have any questions that they have not been able to address, please send us a message at [email protected] or give us a call at **************. We apologize for any inconvenience this may have caused.
  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In March of 2022 there was a lapse in my healthcare from ****** Permanente due to a change in employment. I was not initially aware of the lapse and scheduled two therapy appointments that month. In July I received an email from ****** informing me that I would be charged $119 within 24 hours if I couldn't supply proof of coverage for the one session I booked during this lapse. I asked if the charge could be paused while I attempted to figure out the issue. I was told a pause was placed on my account, yet my credit card was still charged the $119.After a month of back and forth emails with ******'s support and billing team trying to figure out the issue, two people stopped responding to my emails and the other two kept informing me on aspects of my case that was already made aware to me.In August I was told that the attempts to rebill ****** for the session I was charged were denied, so I asked if their were any other remaining charges I owed. I was assured there were not, so I requested that my account with ****** be closed and all my banking information removed from their records. I was told that process can take up to 30 days, but my request was submitted.It is now October and last week I was sent a message via the chat function in the Ginger app that I need to provide my insurance details and if I don't my card will be charged within 5 days. I have since responded demanding why my account/information wasn't been removed and what possible charges are being asked of me. The "charges" have actually been paused this time (so far) and I'm being told that my case is being investigated, yet with all the information I've provided - names, dates, etc - there are no updates.

  Business response

  10/13/2022

  Hi, ****. Thank you for sharing this feedback regarding your experience. We sincerely apologize for the delay in response and the lack of updated information. We are actively investigating the matter and look forward to resolving this for you as soon as possible. You are always welcome to contact us at [email protected] for updates.Tell us why here...

• Initial Complaint

  07/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have not done business with ginger in several months. I noticed a recurring $25 charge to my credit card last week with them. When I emailed them to ask that they stop charging my card, they posted two, $125 charges to my account for a missed appointment that I had in January. They posted these charges in July. I have the screenshots of my chat with the rep in January where she stated she was waiving the fee. The screenshots were hard to get as, when I attempt to access these chains of communication a pop-up continually comes up reminding me that I am no longer subscribed and a link to resubscribe. This company is exploiting people seeking mental health services and commuting outright fraud.

  Business response

  07/27/2022

  Hi, ***. Thank you for providing this feedback, and Im sorry to hear that you have had a difficult time getting this matter resolved. We want to ensure we are taking all necessary steps to address this for you, and encourage you to continue to communicate with our billing team via email.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Ginger for 3 sessions in April and May 2021. I stoped services because the therapy was awful. I informed Ginger I would not continue and did so with more than enough notice. I then deleted the app because I wasn't using Ginger. This February 2022 ( nearly 10 months later) I was charged 3x for sessions. Two times at $149 and 1 time for around $115. I was using Ginger through my then health insurance, Oscar, so sessions were $40. I have been trying to talk to someone from billing for over two months. I can't get through on the phone, have emailed dozens of times with minimal answer. Every time I get an email response, it's from a new customer service representative asking me to re-explain my situation. I've been told I would be contacted, no one has called. I found a number online for customer service and it was disconnected and then the call ended. Finally someone informed me (via email) that they contacted me via the app and I never answered, then when they got around to billing me (10 months later), I no longer had Oscar and so I have to pay the full fee. It is their fault for waiting 10 months. I now use Better Help with zero issue. Better Help sends me a text message notification before my sessions and we have discussed everything payment related via email. Ginger claims they can only have discussions via the app yet here they are via email telling me they have to charge me. I should've have paid $120 total. $40 for three sessions, that's all. my insurance Oscar has opened up a case on my behalf and have said they've received a few other complaints related to this.

  Business response

  07/27/2022

  Hi, ******. Thank you for sharing this feedback regarding your experience. We sincerely apologize for the delays in responses and the amount of back and forth you had - that was not acceptable. We had made a lot of product and process changes internally to prevent mistakes like this from happening again. Thank you for your patience as we worked to resolve this matter for you. If you have any questions, please dont hesitate to reach out to us at [email protected].

  Customer response

  07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been using the Ginger therapy service since September of 2020. I was referred to Ginger from my PCP who is within my insurance network. My insurance covered the cost of my visits for the remainder of 2020 (Im assuming because my husband and I met our deductible). In 2021, I began to pay $85 per visit. At the beginning of this year (2022), however, Ginger started charging me for visits that occurred over a year ago and that I believe I already paid for. They have charged me over six times since the beginning of this year alone, for visits such as 1/18/21, 1/25/21, 2/8/21, 2/11/21, 3/8/21, 3/15/21. When I contacted customer support, they told me to contact their billing department through email. I emailed their billing department on 1/17/22, and followed up again on 1/21/22 and 1/27/22 because I hadnt heard anything. I messaged Gingers customer support on 1/21/22 and asked why they were charging me for those appointments again. They said they would inquire with their billing department. I still have not received a response from their billing team. My complaint is that not only are they double charging me for sessions, but they wont respond to my questions.

  Business response

  07/27/2022

  Hi, *****. Thank you for providing this feedback regarding your experience. Im sorry to hear it was difficult to get a response from our billing department. At this time, they have provided outreach to you via email to explain the status of your account. If you have any additional questions or concerns, please do not hesitate to reach out to us at [email protected].

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it should be noted that the customer service of said business is extremely unsatisfactory and that consumers should be aware of this before signing on with this business. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ginger is truly a harmful business. I had been going through psychiatric struggles and was working with a psychiatrist on this app. I was prescribed a med that was working well, however my first Rx ran out before the second appointment and I had to urgently beg to get this refilled. I was given a second Rx in August 2021, with a follow ** in December 2021. Sadly, out of nowhere they canceled my December 2021 appointment. The next appointment I had after August 2021 was in MARCH 2022. My Rx ran out. My medical issues reappeared after my meds ran out and I experienced withdrawal symptoms and the reappearance of my symptoms that the medication was fixing. When I complained about this, the lead Ginger psychiatrist agreed to refill my Rx knowing literally nothing about my medical history and without asking me a single question. I actually had questions about a higher dose or changing my medication. I wasnt comfortable taking an Rx without appropriate medical advice from a psychiatrist. When I brought this up, Ginger said I should see my (non-psychiatrist) primary physician for advice on the psychiatric medication their lead psychiatrist was blindly prescribing me. Only when I pressed the issue multiple times and informed Ginger I was actually struggling from this lack of medical care did they find a sooner psychiatric appointment on Jan 31, 2022, and a therapist who could do weekly sessions. This company is dangerous. They shouldnt prescribe psychiatric meds where sudden stops can cause withdrawal and suicidal ideations with no follow up appointment before the Rx expires. They also shouldnt be blindly renewing Rx meds knowing nothing literally nothing about patients medically; and referring me to my primary non-psychiatrist physician for advice about the psychiatric meds their lead psychiatrist is blindly prescribing me.

  Business response

  07/27/2022

  Hi, *******. Thank you for sharing your feedback, and were sorry that our staffing shortage has led to you a delay in connection to a new provider. It is an unfortunate reality of a mental health care provider shortage nationwide, and we are actively hiring and onboarding new providers to our teams in order to meet the needs of our members. Im sorry that these circumstances affected your care.
  
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I agreed to pay $100 a month for therapy. They promised that my card would not be charged until I had received services, but as soon as I gave my card information I was told that these services would not be available until I paid an additional $500+ a month. I told them this was not what I agreed to and demanded that no charges be made. I was answered by a bot who ignored my demands and just repeated the pitch. Unfortunately, my card and personal information were already stolen by this point, so I have to wait and see what happens to me. I am making this statement so that other people in need aren't exploited and robbed.

  Business response

  07/27/2022

  Hi, *****. Thank you for sharing your concerns and feedback here regarding billing for services. Im sorry to hear that you did not have a good experience using our platform. Our team has responded directly to you via email. If you would like to discuss the specifics of your account further please respond to the email sent to you from [email protected]. Thank you.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My employer informed us that Ginger was included with our health insurance, I was very excited to try it as I had a number of personal struggles at the time I was trying to work through. The idea of 24/7 access was awesome, until I signed up and realized it was scheduled hour once a week of texting with someone who sent you articles to read. Some of the suggestions made I did appreciate, but it seemed to be something I could search the internet for. Anyway, my rate was supposed to be $100 initial and $50/monthly. The first two charges went through my insurance and were paid by my hra. The third was $100 and was entirely charged to my card. I spoke with member services for three days via text messaging to be told they could not help me and I should email billing@ and wait 3-5 days to hear back. This was not what I it should have been or what it was advertised to be and the pricing was not what was advertised either.

  Business response

  07/27/2022

  Hi, *****. Thank you for bringing this matter to our attention. Im sorry to hear that your experience using Ginger was not what you expected and that the delay in response from our billing team created additional stress. We are aware that the matter regarding your billing inquiry has been resolved, but if you have any additional questions please contact us at [email protected].

*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. ↩