Complaints

This profile includes complaints for Wellnite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wellnite

  2261 Market St. Ste 4048 San Francisco, CA 94114

• 

  Wellnite

  2150 Shattuck Ave Berkley, CA 94704

• 

  Wellnite

  2261 Market St #4058 San Francisco, CA 94114

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:04/02/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 reached out to Wellnite initially on March 28th 2025 their phone machine message said they would call back within 48 hours. It's been 6 days, I'm trying to request previous therapist notes to be sent to me for important government processes and I can't get ahold of anyone at Wellnite. I've called, texted, messaged on website. I need someone to respond and help me. I was a client for a little over a year and payed $60-$65 a session each week. I've experienced numerous times of technical difficulty and being stood up for a newer therapist session in Jan 2025. I had so much difficulty with wellnite I'm just trying to get the records I need so I can move forward taking care of my health.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We used the services but then the provider would either cancel right before the appointment or would not be on during the scheduled appointment times. We were still charged for appointments that the provider did not go to. The company has not refunded the money and has continued to try to schedule appointments even after multiple texts from us to the customer service team telling them to NOT schedule appointments automatically. It is hard to get ahold of them the number in the receipt in the email does not work and is not an in-service number. I googled another number and no one would pick up. We keep getting billed and will be contacting everyone including our insurance to make sure this is corrected.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up with Wellnite to work with a therapist that I found on Zocdoc. I created an account on Wellnite in which part of it was to submit a credit card number. I set up an appointment with my provider. He never showed up to the appointment. I rescheduled the appointment and the provider did not show up the second time. At this point, I wanted to cancel my account. There is no way to remove my credit card information from the account and I was charged a $30 copay when I did not receive services. I attempted to contact Wellnite twice through email and did not receive a response. I attempted to call them several times and the phone number is always busy.I would like my account to be closed and would like them to reimburse the $30 copay.

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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 sought therapy through this service, as it is where my health insurance website directs me when looking for mental health services.I was called and texted multiple times. Every single day, I was called or text about booking an appointment. Once appointment was booked, I attended that session and booked for another session. Had technical difficulties and missed the session. Charged $65 to my card without a single phone call and not a single phone call thereafter. I have a history of suicide attempts. I find it rather interesting the service hasnt reached out to me once they received their money.

  Business Response

  Date: 01/29/2025

  Thank you for updating us on this. We sincerely apologize for the inconvenience and distress this situation has caused.
  We understand the importance of reliable and supportive mental health services, especially given your history. Our goal is to provide a seamless and compassionate experience for all our clients.
  
  Regarding the $65 charge to your card, it occurred because your therapist marked you as a no-show, unaware that you were experiencing technical difficulties logging in. We have come to the realization that these challenges were beyond your control. We did send a notification about the charge 24 hours before it was processed, but we did not receive a response. To address this, we have initiated a full refund of the $65 charge. Refunds typically take 510 business days, and we expect the amount to be credited to your account no later than February 4, 2025.
  
  Moving forward, if you encounter technical issues, please dont hesitate to contact our support team immediately for prompt assistance. You can reach us at ************** or via email at ***********************************************************.
  
  Warm regards,
  The Wellnite Support Team

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair 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 want my membership cancelled. The website has been down for months.

  Business Response

  Date: 01/29/2025

  Thank you, ***, for sharing your feedback. We take your concerns seriously and would like to provide clarity regarding the issues you mentioned.  
  
  Regarding the availability of our platform, we have thoroughly reviewed its performance during the timeframe in question and can confirm that it was functioning as expected. If you experienced any difficulties accessing it, we sincerely apologize for any frustration this may have caused and are happy to assist further if needed.  
  
  Also, in response to your concern about being contacted after canceling your membership, your membership has been cancelled and we want to reassure you that we respect your decision and there will be no further contact from our Team.  
  
  We deeply regret any inconvenience you feel you've experienced and remain committed to delivering the best service to all our users. If there are additional details you'd like to discuss, we'd be happy to look into them further.  
  
  Thank you again for your feedback. 

• Initial Complaint

  Date:12/27/2024

  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 used Wellnite throughout the Summer of 2024 (from June to August) for therapy. With my insurance, I only needed to pay a copay of $25 for each session. However, on August 21st, I was suddenly charged a total of $500 by the company, stating that my claims for four sessions in July were denied. Since I had been residing and conducting these therapy sessions in a different state than my home state, I thought that this was true and waited. However, its been four months now, and I have yet to receive a refund. My insurance account shows that all claim were paid and resolved on August 22nd, indicating that I should have been refunded by now. I have been trying to reach Wellnite by phone, email, and through the websites chat feature, but no success.

  Business Response

  Date: 01/29/2025

  We appreciate the opportunity to address the complaint filed by Ms. ***** ******** regarding charges on her account with ********************** dated 08/20/2024, which were refunded on 01/06/2025. Wellnite made multiple efforts to contact Ms. ******** regarding the missing insurance information, starting from 06/26/2024, and followed up on several occasions. Ms. ******** was informed on 08/20/2024 that out-of-pocket charges would apply if the necessary information was not provided. Once the claims were processed and payment was confirmed by the insurance provider, the refund was issued promptly on 01/06/2025. We take patient concerns seriously and are committed to ensuring transparency and resolution in all matters. Wellnite has acted in good faith throughout this process by maintaining open communication, adhering to standard billing practices, and resolving the matter as soon as the required information and payments were available.

• Initial Complaint

  Date:09/01/2024

  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.

  ME Hello. I have a charge for services from your company, but have not been using your services. I would like to understand what the charges are for, be reimbursed and cancel this service. Please text me or call me at this number ASAP. Thank you, ******** *******WELLNITE Hi ********,Sorry for the delay. I reviewed ******** account, and her last session was in April 2022. However, we have not received any communication from her indicating that she wishes to cancel, so her account remains active. Please note that we send notifications three days before the renewal date, and as per our policy, refunds can't be processed. However, these sessions have no expiration and can be used at any ******* the meantime, we have paused the subscription to avoid any charges going forward. Thank you!ME So regretful that your business didn't make any attempt to find out if a mental health client was okay. CLEARLY the money mattered and still does matter more than the wellbeing of your clients. Now, not only do I have ocd, anxiety and depression, I now have the overwhelming disgust that I entrusted my daughter's care with your business. Period. May you have the day you deserve. WELLNITE (auto reply)Thanks for reaching out! Our support team will get back to you shortly. Please allow a maximum of 24 hours to hear from us.If this is a medical emergency, please call 911 or go to the nearest emergency room. Help is also available through the Crisis Text Line at ******* or the Suicide Prevention Lifeline at 800-273-TALK I DO NOT RECOMMEND THIS AGENCY ************ is not operating in the best interests of people seeking quality mental healthcare. Buyer beware: after approximately three sessions with the therapists, who were not consistent in their treatments, my daughter told me she had cancelled any future treatments. Perhaps she could have misinterpreted how that process worked. However, after about 2.5 years, they consistently charged $165/mo, which the grand total comes to $6,600

  Business Response

  Date: 01/29/2025

  Wellnite Medical Group  would like to address the concerns raised by ******** ******* regarding the subscription charges from May 2022 to August 2024. According to our records, ******** ******* had an active subscription following their last session in April 2022. We did not receive any communication from ******** ******* requesting to cancel the subscription, which is why the account remained active and charges continued during this period.
  
  As per our terms of service, refunds for previous charges cannot be processed. However, we want to assure ******** ******* that all billed sessions are still valid and can be used at any time, as they do not expire. In light of the situation, we have paused the subscription to prevent further charges.
  
  We value our customers' satisfaction and are committed to resolving any issues. We encourage ******** ******* to reach out directly if they wish to use their sessions or need further assistance.

• Initial Complaint

  Date:07/02/2024

  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.

  Signed up for service and was informed that my copay would be $0. Used my HSA card for the initial verification they needed and now I've been charged over $500 in fees and cannot get them to delete my account or payment information.

  Business Response

  Date: 01/29/2025

  We promptly addressed the patient's concerns regarding the charges applied to their deductible and provided clarification on the matter. *****, the patient's insurance provider, confirmed that all claims for services rendered would be subject to the deductible. We shared the insurance responses and explanation of benefits to clarify the origin of the charges. Despite this, the patient declined to use the payment method registered with our platform.
  In compliance with ***** regulations, we are required to maintain patient records and payment information for necessary purposes. We assured the patient that her payment information is securely stored and will not be used for any future transactions.
  While our policy typically does not allow refunds for deductible charges, we made an exception and issued a refund due to a misunderstanding with the patient. We value the patient's satisfaction and took this step to ensure a positive experience. This matter has now been fully resolved.

• Initial Complaint

  Date:02/16/2024

  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 signed up for Wellnite's online services last week on 2/6, and booked an appointment for February 10th with a therapist. She was very helpful during the initial appointment and asked if I would be okay with a $30 charge for a sixty minute session and I agreed. She told me she would manage booking the second appointment, and that I would receive a link for it. I received a text from Wellnite on 2/14 stating that as the therapist was out of network, I would be charged $75 for an appointment (they did not mention the appointment length at this time). I messaged the therapist on their online platform after receiving the text, and she contacted support on my behalf. She reached out to me and let me know that support can give a discount for $50 for a sixty minute appointment, but as I wasn't a member that was the lowest they could go. I am unsure if she or support did it, but I was also booked an appointment for 2/16 at 7 PM CT. I did not confirm that appointment nor did I submit for that appointment to be booked. I did not see, but my therapist messaged me after the appointment was booked that support added in the appointment and set it to charge $60 for a thirty minute appointment. She let me know that the situation had a lot of glitches and very little help from support. I received a text this morning noting that I would be charged $60 for the thirty minute appointment last week, in addition to a $60 charge for the thirty minute appointment today. My card was then charged $120. I responded to their text and let them know that I needed the charge from today refunded and the appointment cancelled without the $65 penalty they have listed. I received a response saying that the therapist was informed it would be $60 for thirty minutes. I informed them that this was false and that I needed my appointment cancelled and refunded. They then processed a refund of $45 and said the initial session was actually $75. A supervisor called and said they could not do any more

  Business Response

  Date: 01/29/2025

  We appreciate the opportunity to address this concern and sincerely apologize for any confusion or inconvenience experienced.
  
  Upon reviewing the situation, we confirmed that the patient initially booked an appointment with a provider who was out-of-network. As a result, the first session was correctly billed at $75. Following this, our team proactively provided the patient with profiles of in-network therapists to help ensure future sessions would be covered by insurance. 
  
  When the patient reached out to let us know that she's now using insurance and express concern over the charges, our representative promptly assisted in reviewing the billing details. A partial refund was issued after deducting the correct charge for the initial session.
  
  We acknowledge the patients frustration and understand how this situation may have been confusing. To improve our processes, we are taking steps to enhance internal coordination and communication to ensure greater transparency in scheduling and billing.

• Initial Complaint

  Date:02/14/2024

  Type:Customer Service 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 found a therapist through Zocdoc who used Wellnite as her platform. I was contacted by a support specialist, called ******, to assist me with uploading my insurance information and my credit card details to the website. I did so and I saw the therapist for three sessions before cancelling future sessions because I did not feel that it was a fit. I initially paid $180 for a three session deal and was later charged an extra $60 due to the extra fifteen minutes in my next two sessions that I was not aware of. Begrudgingly, I paid.Now, after cancelling, i received an email that my credit card on file would be charged on Feb 16, 2024 to renew my subscription. Since I had decided to stop using this service as well as the therapist, it was in my best interest to cancel my subscription. The email said that I could go to the website to cancel, but am unable to delete my credit card or cancel my subscription anywhere. I have searched the entire website.Then, I tried calling and texting their help line both during and after open hours, and am receiving no response. I left two separate voicemails and sent a text informing them that I would like to cancel and I have received no response.I believe this is highly predatory behavior on behalf of this company and platform. You are scamming mentally ill, vulnerable people out of money using unclear subscription plans and creating barriers for cancelling the subscriptions. This is extremely predatory and unethical. This company needs to be shut down for fraud.

  Business Response

  Date: 01/29/2025

  We promptly addressed the patient's concern regarding the upcoming monthly subscription.
  
  The patient was informed that the $180 fee constituted a monthly subscription for three sessions. Our system automatically sends a notification two days prior to subscription renewal to ensure patient awareness. Upon receiving this notification on February 14th, the patient promptly contacted us. Assistance was provided the following day, and the subscription was promptly canceled, with confirmation sent to the patient regarding the removal of their account.
  
  Furthermore, this issue was resolved swiftly.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 21292385
  
  I am rejecting this response. The business claims that the concern was addressed promptly, but this is false. I had to go through numerous channels of contact multiple times-- calling, texting, and using the chat line--  in order to finally reach a member of the support staff. It was time-consuming and difficult on my behalf to get the issue resolved. There was misleading information as well: I was told that I could cancel the subscription online, but there was no link or successful way to do so on the website I was directed to. Thus, the only way to cancel my subscription was by calling, which was not the method communicated to me.
   
  Sincerely,
  
  ***** ******