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:12/03/2024

  Type:Order 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.

  This company was used by me for a few months for psychiatric and therapy services. They are continuing to send me invoices almost a year later and Ive not been in treatment with them for quite some time. I told them I would like to speak to someone about this. I never received an email back or a return call. They proceeded to bill my fiancs credit card without permission. Then they sent me another invoice with the same billing code and date of service.

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing this feedback. Due to a delay in processing, some members received invoices for their services later than expected. We apologize for any inconvenience this may have caused and have contacted impacted members with further details on this matter. We can also be reached at ******************************** with additional questions and feedback.

• Initial Complaint

  Date:12/03/2024

  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 leveraged Brightside Health in 2023 and canceled in April 2023 after my provider was reassigned with no explanation. In Dec 2023 Brightside sent me an invoice for $177 for services from May 2023. I have contacted customer service via phone and was told the invoice was in error after not hearing back from any of my emails inquiring about the invoice.Flash forward to Dec 24 I receive another invoice - no response to my emails and an unauthorized charge for $177 to my credit card. I did attempt to contact the customer service phone number which goes to a recording in french currently.

  

  Business Response

  Date: 12/11/2024

  We appreciate this being brought to our attention and have reached out to discuss billing directly.

• Initial Complaint

  Date:12/03/2024

  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.

  I used this health care service for mental health in 2024. I soon noticed they were over charging my insurance as well as my credit card for services I was not getting. It would be amounts ranging from $8 to over $100. I soon canceled all services, asked for my money back and when I was told no I disputed with my credit card and filed a BBB complaint. I did. The company did not try to rectify or apologize until I disputed and refiled a complaint. Recently I just got another bill for $89 even though It has been almost a full year since I have canceled and used any services from this company at all.They then charged my card without noticed! 89!

  

  Business Response

  Date: 12/18/2024

  Thank you for this feedback and we apologize to anyone who did not have a positive experience with Brightside Health. We submit claims on a members behalf to their insurance provider, and they are charged for their portion of the cost share using the payment method on file once those claims have been processed by the insurance provider. We collect a co-pay initially and collect the remaining amount after the claim process if there are any discrepancies. This can be several weeks after a claim is submitted to an insurance plan, including after a members account is no longer active. Based on a members specific insurance coverage, there may be a copay, a deductible, or coinsurance applied. We hope this helps clarify.

• Initial Complaint

  Date:12/03/2024

  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.

  I was charged a year after the services being charged for were used. My card on file after I cancelled my subscription was charged automatically without any resolution through email being offered.

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing this feedback. Due to a delay in processing, some members received invoices for their services later than expected. We apologize for any inconvenience this may have caused and have contacted impacted members with further details on this matter. We can also be reached at ******************************** with additional questions and feedback.

• Initial Complaint

  Date:12/02/2024

  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.

  Company has been charging me ***** dollars per session for about a year now and on my account information on the website it also states this cost. Without any notification they changed the cost per session to ***** dollars starting in February and did not auto pay my card nor send me and invoice until last week showing I owed ****** dollars for 5 appointments as well as individual appointment invoices. I called and complained and told them I was not informed at all and that my account on the website still says ***** dollars. They said that my health insurance company called them and told them that my out of pocket should be ***** dollars. This had to of occurred in February as it is shown the be the first charge for the *****. I told the company that I would gladly pay the ***** for each session that I was unaware of the price change and pay ***** dollars from now on. The company never got back to me and has done nothing but spam my email with invoices daily. I just want to get this resolved. I have been very happy with the company, and I don't want to lose my current *** with them but I feel I've been swindled by not being informed since February that this price change took place. To add injury to insult they did it right before Christmas..... I attached a photo with the 10$ copay info you can see the date is 12/08/24 for switching Meds. They just changed it after my complaint to 55.

  

  Business Response

  Date: 12/18/2024

  Thank you for this feedback and we apologize to anyone who did not have a positive experience with Brightside Health. We submit claims on a members behalf to their insurance provider, and they are charged for their portion of the cost share using the payment method on file once those claims have been processed by the insurance provider. We collect a co-pay initially and collect the remaining amount after the claim process if there are any discrepancies. This can be several weeks after a claim is submitted to an insurance plan, including after a members account is no longer active. Based on a members specific insurance coverage, there may be a copay, a deductible, or coinsurance applied. We hope this helps clarify. Please contact us at ********************************************************  to discuss further.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22628715
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** *******

  I have added more photos of proof the company lied and over billed me. The email is from their *** stating that when I started the program my copay was 10$.

  I also attached that it literally shows the current copay of 10$ as of Dec. They changed it 10 to 55$ in the same week after billing me 550$ for appoints prior to the date. Please resolve this as I was mislead I do not mind playing 10 for each of the billed sessions as it showed at the time and 55 going forward. Thanks

  

  Business Response

  Date: 01/07/2025

  While we are unable to share details in this forum due to privacy matters, we can confirm weve reached out to discuss cost-share responsibility with the individual. 
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22628715
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair 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.

  Brightside Medical is attempting to charge me $95 for a visit with a Date of service of ********. Their website states: "Typically, you will pay a copay for each appointmentjust like you would if you visited the doctor or urgent care. There may be other costs depending on whether you have a prescription, a remaining deductible, or coinsurance. Your insurance covers the rest." see: ********************************************** website also states they accept my insurance: "Cigna (all states, except **)". I live in ***********see: ******************************************************* first appointment was covered. Given the statements on the webpage, there is no reason my second and final appointment (********) should not be covered.I have called in multiple times to the provider. While they are seeking to deflect me to the insurance company, the root problem is that their webpage clearly represents that their services will be covered. They should either do the work to get the insurance to cover the service or acknowledge that their webpage is misleading and reduce my bill to a co-pay amount of $5. They might argue that, somewhere, they have fine-print indicating that their services are not always covered. If that is the case, their large print marketing is deceptive.

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing this feedback. Brightside Health can be paid for with insurance or out of pocket. Services are considered covered by the insurance plans with which we are an in-network provider. Based on a members specific insurance coverage, there may be a copay, a deductible, or coinsurance applied. If a member chooses to self-pay, they will be billed their selected plans rate on a monthly basis until they cancel their membership. We hope this helps clarify. Please contact us at ******************************** with any other questions.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  This company deceptively told me they had a special relationship with my insurance. I even called my insurance and they confirmed. 2 months later they claim that they misrepresented the relationship with my insurer and are attempting to charge me over $300 and are not even acknowledging my previous co pays. I called their customer service and was promised a return call within a few days. Still havent heard from them and their billing is claiming lies about what I owe and appears to be performing a bait and switch tactic. My health insurance said they would contact them too but I am fearful this company operated in a manner that is deceitful and dishonest.

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing this feedback. We recognize the importance of having a positive experience with ones care team and apologize to anyone who did not have that experience. We have reached out to discuss the billing matters raised here directly. Our *************** Team is happy to assist members experiencing technical issues when using our app and is available at ********************************* We apologize for any inconvenience.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22609610
  
  I am rejecting this response because:
  
  this company is lying. They have not reached out to me and their customer service phone number has no team to answer it. Ive been calling for 4 days. They are completely lying. 
  

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

  

  Business Response

  Date: 12/23/2024

  We apologize for any confusion and can confirm our team has been in touch to discuss the specifics mentioned here.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22609610
  
  I am rejecting this response because:
  
  they continue to lie. I have not heard from them nor do they return my phone calls or emails. They have not rectified my complaint and are unavailable to get a hold of. Please continue to reach out to them so I can get this rectified. 
  

  thank you. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/26/2024

  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.

  This company has been a nightmare. I signed up in February 2024 under the guise that my insurance covered it completely. I even told numerous amounts of people how great the app was because my insurance covered it completely.. FOR MONTHS. In those first two months i was doing two sessions a week because I had no idea how much this would cost me. In May 2024 I get hit with a $641 charge and then a couple days later a $441 charge. I immediately got on the phone and tried to remedy the situation only to realize this was just the beginning with this company. Every person I spoke with on the phone had an answer to everything except none of it made any sense and of course it was to no fault of their own. No one could send me to any higher up position. I have yet to speak to any supervisor, manager, or otherwise even though I was told one would "call me back," about three separate times. I finally set up a payment plan (just finding out today that it was not a payment plan for ALL of my charges but just the ones they wanted to include) only for them to take all $1000+ out of my bank account later that same day.. On a FRIDAY, so i couldn't speak to anyone until that following Monday to get it sorted out. A question I was insisting on was why I was charged so many different amounts for the same exact services and they told me that was my insurances fault. I checked my insurance claims and it was not my insurances fault. Every claim that was sent to insurance from Brightside was a different amount. The reason I feel like I have to speak up is just because of how predatory this company is being. It's for people with mental health issues and they just add a variety of stress on a person with the negligence that has been done. One of my biggest anxieties is spending too much money, especially on myself, and this whole experience has made me in a much worse place then i was before i ever signed up with brightside. I wish I had more characters remaining to tell the whole story.

  

  Business Response

  Date: 12/11/2024

  We apologize for the experience shared here and have reached out to help resolve the matters raised here.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22608722
  
  I am rejecting this response because:
  Again I set up a payment plan and again they withdrawal money from me that was not agreed upon. This is the exact same thing that happened to me last time. On December 13th, at about 6:30am, i confirmed a specific payment plan option of $137 to be taken out on the 15th of every month for the next six months. Saturday December the 14th, I wake up to see a charge of $297 taken out of my account. I find the invoice and it was not due until the 20th. Also, the payment plan emails state that once I decide on a payment plan method all previous invoices due would be taken off. It's just the most dishonest and scam like behavior. I really just want to be cut loose from this company. I cannot trust Brightside to do a fair and accurate business deal. 
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 12/23/2024

  We have connected with the individual to discuss specifics of their account and billing. We apologize for any inconvenience.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22608722
  
  I am rejecting this response because I have had no response from the company concerning the latest complaint. 
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair 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 made my account, found a great psychiatrist that Im really excited to talk to and I paid the 95 dollars for my first appointment and I have the transactions, screen shots of my doctors name and what time my appointment is and I even got a text confirmation but when I log into the app it wants me to pay again and do everything all over

  

  Business Response

  Date: 12/11/2024

  We have reached out to help resolve the matters raised here.

• Initial Complaint

  Date:11/21/2024

  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 charged for a psychiatric appointment that I missed, and there was no way on their app to stop future appointments.

  

  Business Response

  Date: 12/11/2024

  We can confirm weve resolved the matters raised here.