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:04/07/2025

  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.

  The "so- called" doctors are heartless. They hung up on me because I was in my car and then dropped me as a patient via text!!! They are only into automated medicine and if you don't follow the computer, they drop you. This is NOT *********! This is what is expect in a 3rd world ******* country

  Business Response

  Date: 04/16/2025

  Dear BBB and ******,
  Thank you for the opportunity to respond to ******* concerns. We are genuinely sorry that he feels hurt by his experience, and we want to take this opportunity to clarify why his Joyous treatment was discontinued and how our decisions are always made with patient safety at the forefront.

  ****** began the Joyous treatment on March 29, 2025, and his prescription was initially set at 15mg taken once daily and increased to 30mg taken once daily after provider review of check-in surveys. Shortly after receiving his medication, ****** began expressing frustration with our standard messaging frequency. Despite this, our care team remained responsive and attentive, offering support and encouraging check-ins to ensure his treatment was both safe and effective.

  Over the following days, ****** repeatedly communicated that he was choosing to self-adjust his prescribed dosage to 60mg twice per dayfour times the approved doseand later confirmed taking a 120mg dose in his check-in survey on 4/6/2025. He also asked that we stop monitoring his use, stating he would reach out only when he had questions. Unfortunately, this approach conflicts with the nature of our care model and our responsibilities as a licensed telehealth provider.

  At Joyous, all patients are required to adhere to their prescribed dosing and collaborate with our clinical team for dose adjustments through follow-up appointments. Self-medicating at higher doses poses serious safety risks, and our providers are ethically and legally bound to intervene when these patterns are identified. During a scheduled consultation with our licensed provider, it was determined that the Joyous modelbased on remote monitoring and structured clinical oversightwas no longer an appropriate fit for ******* needs, given his self-reported dosing behavior and refusal to follow clinical guidance. As such, the provider made the difficult but necessary decision to discharge him from care. This decision was made to protect ******* health and ensure he receives care from a local, in-person provider better equipped to support him.

  Following the discharge, ******* subscription was cancelled immediately and no further charges or shipments were made. He was sent a written explanation and offered support should he need help transitioning to another provider.

  We understand this experience has been distressing for ******, and we are truly sorry he did not feel supported. Our goal is always to provide safe, respectful, and effective care to every individual who entrusts us with their mental health treatment, and we hope he finds the care and healing he deserves in his continued journey.

  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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'm sorry, I explained everything in the "other" box below. I will add something that's more of commentary on the company itself. They have these questionnaire things that are so incredibly rudimentary they are pointless. And then the other night I received an email "answering" the question of if I can drink alcohol while on this - I don't drink! I never asked that question and frankly, was insulted! But then I was deluged with a bunch more "answers" to questions I never asked! I'm basically housebound - why would I ask about traveling?! I barely travel to my mailbox, let alone the pharmacy! I was sent into a tailspin then as well! Their excuse? Some glitch while updating their FAQ's?! They have ZERO respect for someone in a fragile mental state!

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond to Vickis concerns. We are very sorry to hear about the distress this situation has caused her and appreciate the chance to clarify and resolve the matter.

  ***** expressed her desire to either restart her subscription with Joyous on May 3, 2025, or to cancel altogether. She also expressed concern regarding a charge issued and collected on March 28, 2025, which she disputed through her bank. We have accepted this dispute in full after speaking with her, and she has received a complete refund for that $90 charge. Her subscription was also fully canceled on our end to ensure no further billing or service would continue through April, per her instructions.

  To honor her request and reduce any further disruption, we have scheduled her subscription to restart on May 3, 2025, as she asked. No additional charges will occur until that date, and we will only resume care and communication if she confirms her desire to continue at that time.

  We understand how frustrating it can be to experience communication confusion, especially while managing health concerns. We are continuously working to improve our systems and ensure our patients feel supported. We are glad we could resolve this matter according to her preferences, and we look forward to continuing her care in May if she chooses to return.
  No further action is needed at this time.

  Customer Answer

  Date: 04/11/2025

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

• Initial Complaint

  Date:03/20/2025

  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.

  On January 30th I was involved in a car accident and sustained some injuries I have a lawyer who referred me to a team of physical therapists and doctors as I am bringing a lawsuit against the truck around the same time I started ketamine therapy with joyous on February 17th my physical therapist doctor prescribed me a topical cream for my arm which contained ketamine a very small amount along with four other ingredients I had no idea that even make ketamine topical cream. *** is never told me that anyone else could not prescribed you ketamine and this ketamine was topical it does not alter your mentality in any way. So the provider ***** brought me in to have a meeting and just charged me from the program saying that I was going around to other doctors and getting ketamine which is absolutely untrue! I have very painful arm the doctor sent me this cream in the mail I didn't ask what the ingredients are it didn't even have a childproof cap on it I used it on my arm about three times I tried to explain this to ******* ***** but he would not even let me speak talking over me and telling me that I was going to different doctors well I didn't go to any doctors I was referred to these doctors by my lawyer and even the doctor through my lawyer said that it was ridiculous that they just charged me over the use of topical cream and they would not give me let me them explanation, they did not talk to my physical therapy doctor they just dropped me from the program! If you're doing academy therapy that means that you have a mental issue and pretty serious one they dropped me as my treatment was beginning to really help me so they have interfered with my recovery as far as I'm concerned you can't just drop somebody off of something like this and expect that they're going to mentally be okay about it! They have set back my treatment!

  Business Response

  Date: 03/28/2025

  Were grateful for the opportunity to clarify the situation and share the full context surrounding Rhondas experience. First, we want to express our sincere empathy for what shes been going throughnot only recovering from an accident, but also navigating complex medical care during an already challenging time.

  On March 18, 2025, ****** met with a licensed Joyous medical provider for a follow-up consultation. During this appointment, it was discovered through a review of her state Prescription Drug Monitoring Program (PDMP) reporta national tool that helps healthcare providers monitor controlled substance prescriptions to ensure safe and coordinated carethat she had been prescribed ketamine outside of our program. Our clinical policies require that patients not receive ketamine from any other source while participating in our program. This is clearly outlined in our ketamine treatment agreement, which each patient signs before beginning care.

  At the time of the appointment, without additional documentation or confirmation from the prescriber of the topical ketamine, our provider followed medical protocol and paused Rhondas treatment to protect her safety and comply with regulations. However, after ****** contacted us to explain the circumstances and clarify that this was a topical medication prescribed as part of her post-accident care, we immediately escalated her case to our clinical leadership team. We are now actively working with her Joyous provider to find a path forward that is safe and appropriate, and we are doing everything we can to get her back into care if clinically appropriate.

  We want to emphasize that this process is still underwayher care has not been permanently discontinued. Rather, we are thoughtfully reviewing all of the details to ensure we uphold patient safety while honoring Rhondas explanation and intent. We appreciate her patience, and we are committed to continuing transparent communication as we determine the best and safest next steps.

  
  

• Initial Complaint

  Date:03/17/2025

  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 tried joyous for one month in January of 24. I communicated to the joyous nurse that it was not working for me and that I was not going to continue. I never received another shipment nor did I have any ongoing communication with the company. Upon looking at my *** statements for the past year, I see that they continued to charge me for 15 months of refills, despite me no longer receiving or using their services. This came directly from my *** account, was not authorized by me and I received nothing in return. I had communicated to them that I was cancelling after the first month and they continued to bill me. This is unacceptable. I need a full refund for the amount they illegally took from my *** account.

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond to Marys concerns. We genuinely regret that she feels disappointed in her experience with Joyous. Our intention is always to provide accessible, continuous care and clarity around our services. Joyous operates as a monthly medical subscription that covers not only the cost of medication and shipping, but also ongoing access to medical providers, daily check-ins, clinical monitoring, and mental health support. As stated clearly in our Terms and Conditions, which are agreed to at the time of enrollment, subscription charges are not based on usage or shipments and continue until a patient completes the cancellation process. This processwhich is in place to protect patient safety and ensure continuity of careis required to formally end care, and includes an offboarding survey and final clinical review.
  

  In Marys case, we found no record of a cancellation request or completed offboarding survey prior to March 17, 2025. Upon receiving her request on that date, we promptly canceled her subscription and closed her account. While we were not obligated to issue a refundespecially given the absence of any prior cancellation communicationwe nonetheless advocated on her behalf with our finance team. As a courtesy, we initially secured a refund for her three most recent payments, and when she remained unsatisfied, we pushed further and obtained approval to refund all but her first payment. This totals $1,686 returned to her. Part of this refund was processed via check on March 25, 2025, and will arrive within 710 business days.
  

  We hope this resolution reflects our good faith efforts to support **** and address her concerns fairly, even beyond our standard policies. At this time, no further action is required, and we wish her the very best moving forward.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23076266
  
  I am rejecting this response because: per their Terms and Conditions, which they refer to in their response to my complaint, they are required to send receipts monthly when billing anyone. I was never sent nor received any receipts. Additionally, again, per their Terms and Conditions, they stated that they require a check in with a nurse in order to renew the subscription. I did not check in with anyone after January 2024. Joyous continued to bill me, despite knowing I was no longer a client, was not participating in check ins and was not receiving medication. I did alert the practitioner on my last check in I conducted in January of 2024 that I would not be continuing and was given no instruction on how to proceed with the cancellation nor was I responded to. While I am pleased that they are refunding me, it was not easy to get to this resolution and they are not an easy company to work with. 

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

  Business Response

  Date: 03/27/2025

  Were grateful for the opportunity to respond once again and to clarify a few remaining points. First and foremost, were glad that **** has received a full refund for all but her initial monthtotaling $1,686which was issued as of March 25, 2025. While this goes far beyond what our refund policy requires, our team advocated on her behalf because we genuinely wanted to acknowledge her experience and fully meet her request.

  To clarify, our records indicate that **** blocked our communication channels in July 2024, which made it impossible for us to proactively reach her. Despite that, she retained the ability to contact us directly at any time, access the patient portal and schedule medical consultations as needed. We were glad to receive her message on March 17, 2025, and re-establish communication. We responded that same day, and continued engaging with her until the matter was resolved eight days latera timeline that reflects a consistent and timely effort on our part.

  Regarding her reference to our Terms and Conditions: the language about required check-ins relates specifically to prescription renewal, not subscription renewal. Joyous is a monthly subscription model that covers clinical support, health monitoring, provider access, and medication if clinically appropriatenot a per-shipment billing model. This structure is clearly outlined in the patient agreement.

  Additionally, while email receipts are not guaranteed each billing cycle, patients are always able to view all billing details, receipts, and account history via the secure patient portal and through the automated case link we text in response to all incoming messages. These tools are consistently available to all patients.

  Weve also taken feedback seriously across our community and, for added clarity, updated our Terms and Conditions to further improve transparency. Were sorry that **** experienced frustration in trying to navigate her account, but we hope she can see that once communication was re-established, we responded promptly, respectfully, and with her full resolution in mind. There is no further action required, and we sincerely wish her the best.

• Initial Complaint

  Date:03/16/2025

  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 trying to contact this company for several weeks now. They don't answer their phone calls, texts, OR emails. I clearly am being scammed by this drug company claiming to help with depression, anxiety, ptsd, and more. They keep charging both of my banks for something that never helped me at all. They filled my phone with text messages for check-ins daily and I told them it was unwelcome. They continued to send these messages when it was clearly a disruption in my life and they only stopped after I asked for a refund. The people at this company do not have my best interest at hand, you can read it in my email. I told ****** ***** ago, before they lost the medication in the mail (I was charged for that too) that the taste was so bad it's definitely something that shouldn't be in my mouth. Even when I tried I felt no relief at all. It left painful blisters on my gums and inner cheek. They worsened my depression, further exacerbating my trauma. It's obviously only about money for them. They don't care about me as a patient, or they would have responded in a professional, and courteous manner. I can't tolerate their behavior, thus, I am reporting their actions to the ***, as well. Out of 5 payments, they are only entitled (IF any) to only 3 payments. I discontinued my subscription with Joyous verbally via zoom with ****** 2 months ago. She disregarded my wishes. Because of this company, both my debit cards have been closed. They keep adding trouble to inconveniencing me and I would like that stopped. This is financial abuse, it will be reported to my state and local authorities. I am shocked that they would treat me, or ANYONE, in this way. I need my 2 refunds as soon as their supervisor can reach me. They tried to say the money is for them to "care" for me. Please, stop the lies, scamming, and abuse.

  Business Response

  Date: 03/20/2025

  Dear ******* and BBB,

  Thank you for the opportunity to respond to Tatianas concerns. Were truly sorry to hear that she feels disappointed in her experience with Joyous. Our mission is to support our patients with compassionate, accessible care, and we take it very seriously when anyone feels let down in the process. Wed like to offer some clarity around the care ******* has received and the steps weve taken to support her.

  ******* has been an active patient in our program, with her most recent refill request submitted and consented to on February 3, 2025, which led to a medication shipment on February 18, 2025. On March 4, 2025, she shared that she still had 25 troches in her possession, indicating she continued to engage with her treatment. As of today, March 20, 2025, she remains an active member of the Joyous program, as we have not received a completed cancellation request from her through our required offboarding process, which has been shared with her multiple times via text and email. Weve also explained that, per our terms and conditionswhich were agreed to at the time of enrollmentsubscription fees are billed monthly and are not dependent on shipment or usage, and that all purchases are final unless otherwise prohibited by law.

  We acknowledge that ******* has expressed frustration around communication and the check-in process. However, we have responded consistently to her outreach, including messages on March 4, March 11, and March 14, all of which were successfully delivered according to our message tracking system. We have also clearly outlined the steps required to cancel her subscription and avoid future charges on each of the listed dates, but that process has not yet been completed on her end. Our team has worked diligently to offer clarification, support, and the appropriate path forward. We also want to express empathy for the discomfort she reported with the medicationwhile this is not a common experience, we take all patient feedback seriously and encourage any patient experiencing side effects to contact their prescriber directly for clinical guidance through a follow-up consultation.
  

  We understand Tatianas concerns and sincerely regret that she feels her experience did not meet her expectations. We remain available to help her complete the cancellation process at any time and hope to bring this matter to a respectful resolution.

  Please reach out to us for assistance or additional questions via text ************ or email *******************************************************

  Sincerely, Joyous

  Customer Answer

  Date: 04/03/2025

  With this company, Joyous, I was clearly LIED TO. They did NOT respond to my messages. I even asked to be re-conneted with ******, they refused. They just kept charging both of my accounts and not hearing me when I replied NO when asked if I wanted to continue with them. They constantly ****** your email and they blow up your phone with texts so that you "check in" daily. The whole thing was so bad and ridiculous it's obviously only about money with them. They don't care how many times I ask to stop bothering my phone with messages and stop billing me because I could NOT take the disgusting medication and it wasn't helping at all. I now have to keep working closely with licensed professional physicians to help me cope with the deepened depression and exacerbation of my symptoms brought on by joyous. It's only fair that other patients are warned about their scamming nature. They were halted by my bank because they wouldn't listen to me. They are unprofessional and toxic. As you can see in the photos, I did NOT continue their fake treatment because it tastes so bad I had to spit it out. They toyed with my hopes of getting better only to leave me more emotionally vacant. I have a long road towards recovery ahead of me and joyous was definitely the one who made me take 3 steps back, when they should have been steps taken forward.
  
  Regards,
  
  *******
  

  Business Response

  Date: 04/11/2025

  Thank you again for the opportunity to address Tatianas concerns. We are truly sorry to hear that she has continued to feel frustrated, and we want to reiterate that our goal at Joyous is always to support our patients with clarity, compassion, and respect.

  ******* remains understandably upset, and we want to confirm that we have responded consistently and in a timely manner to each of her messagesincluding those expressing dissatisfaction with the medication, requests for cancellation, and follow-up concerns. Her message from her check-in survey on March 4, 2025 included a request to unsubscribe, and on that same day, we responded with clear instructions on how to initiate the cancellation process via the offboarding form, which is our standard and required step for discontinuing care. This form is in place to ensure patients offboard safely from treatment, with guidance and support from their Joyous provider. Despite multiple follow-up reminders from our care team and confirmation that these messages were successfully delivered through our text service sender (Twilio), this form was never completed.

  Its important to clarify that per our Terms and Conditionsavailable on our website, agreed to upon enrollment, and quoted in our prior messagesour monthly subscription model is not tied to medication shipments or usage. The monthly fee covers access to the full scope of services, including:
  - Daily check-ins
  - Monitoring by licensed clinicians
  - Access to Joyous medical providers
  - Curated therapeutic content and educational materials
  - *********************** and medication shipping

  We understand that ******* did not find the medication to be effective for her. While many patients experience significant improvement, individual responses can vary. The taste of the troches is also something we continue to work on improving. However, ketamine in any form has a naturally bitter taste, and while we do flavor and use bitter blockers to make it more tolerable, taste sensitivity is not considered grounds for a refund. That said, patients are encouraged to reach out to their providers and the care team nurses to report side effects or discomfort, and we would have supported her through those clinical conversations.

  Tatianas most recent refill was shipped on February 18, 2025, and on March 4, she reported having 25 troches remaining, confirming that the medication was received and still in her possession at that time. Her last completed check-in was also on March 4. While she has expressed that she did not want to continue, her subscription has remained active due to the lack of a completed cancellation request.

  To bring this matter to resolution, we have since voided her overdue April 9th invoice and scheduled her subscription to cancel at the end of this month, unless she indicates otherwise. This action will prevent any further charges moving forward.

  We deeply regret that ******* did not feel supported during her time in our program and wish her continued healing and strength on her mental health journey. We remain committed to improving our communication and support, and we take this feedback seriously as we continue serving patients with empathy and care.

  Sincerely,
  The Joyous Care Team

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23072381
  
  I am rejecting this response because:

  Joyous is a scamming company that preys on individuals who are seeking to better their lives. I asked them REPEATEDLY TO STOP BOTHERING ME, STOP CHARGING ME, STOP TEXTING ME, STOP EMAILING ME, STOP WITH THE DISGUSTING REFILLS AND THEY REFUSED! IF I DON'T AGREE WITH THEIR TREATMENT OR THE WAY THEY BEHAVED, THEY HAVE NO RIGHT TO KEEP CHARGING ME AND FILLING MY INBOX WITH UNWANTED MESSAGES, BLOWING UP MY PHONE WITH TEXTS TO CHECK IN WITH THEM SEVERAL TIMES A DAY. IT'S BEYOND HARASSMENT AND I AM REPORTING THEM TO THE DEPARTMENT OF FINANCES FOR THE SCAMMING WAYS THEY CONTINUE TO CHARGE ME. WHEN I ASKED TO SPEAK TO SOMEONE, THEY COMPLETELY IGNORED ME. WHEN I TOLD THEM THE MEDICINE IS TOO DISGUSTING THEY JUST SHRUGGED LIKE IT DIDN'T MATTER. THEY EVEN LOST ONE MONTH OF MEDICATION AND WERE PLAYING GAMES, TOYING WITH MY LIFE AGAIN. I AM ALSO REPORTING THIS TO MY BANK AND ALSO THE *** ABOUT THE ***** JOYOUS IS MAILING PEOPLE. THEY ARE A DANGER TO THE PUBLICS HEALTH AND I WILL NOT STOP REPORTING THEM AND THEY CAN DEAL WITH THOSE CONSEQUENCES. THEY DONT CARE ABOUT ANYONE. THEY JUST WANT MONEY SAYING THEIR ***** WILL HELP OTHERS AND IT JUST MAKES THEM WORSE THAN WHEN THEY STARTED.

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

  Business Response

  Date: 04/21/2025

  Dear BBB and *******,
  Thank you again for the opportunity to respond to Tatianas concerns. We are truly sorry to hear that she remains distressed, and we want to reiterate that her experience matters deeply to us. At Joyous, we are committed to treating each patient with compassion, clarity, and respect.
  
  ******* has been an active member of the Joyous program, with her most recent refill consented to on February 3, 2025 and shipped on February 18, 2025. On March 4, she reported having 25 troches remaining, confirming receipt and continued engagement with the medication. That same day, ******* submitted a daily check-in indicating that she wanted to unsubscribe. Our care team responded promptlyon that same daywith a direct link to begin the required offboarding process. This process ensures a safe clinical transition and provider oversight, and is required for all patients wishing to discontinue care. Despite multiple follow-up messages (all of which were successfully delivered), the form was not completed.
  
  We want to clarify that per our Terms and Conditionsagreed to upon enrollment and available at all times on our websiteJoyous is a monthly subscription service. The monthly fee is not dependent on whether medication was used or an appointment occurred; rather, it covers the entire suite of services: daily clinical monitoring, access to providers, secure messaging, therapeutic content, and prescription management and shipping when appropriate. As stated in our policies, all purchases are final once paid, and refunds are not issued unless required by law. That said, our team remains dedicated to helping patients navigate this process respectfully and responsibly.
  
  We understand that ******* did not find the treatment beneficial and that she experienced challenges with the medications flavor. Ketamine is a naturally bitter compound, and although we use flavoring and bitter blockers to improve tolerability, it is not always ideal for everyone. Were sorry to hear it caused discomfort in her case, and we sincerely wish she had scheduled a follow-up with her provider so we could address this directly.
  
  In terms of billing: ******* was not charged in April (we voided this invoice for her, despite not receiving a completed offboarding form). Her last invoice was collected in March while she was still in active treatment and receiving care. Her subscription was initially set to cancel automatically at the end of her current billing cycle on May 9, 2025; however, at her request and in light of her feedback, we have fully canceled her subscription effective today and ended all check-in messages to her number.
  
  Were sorry that ******* feels her experience did not meet her expectations. We remain committed to learning from this feedback and continuing to serve our patients with integrity and care. We wish ******* healing and strength in her continued journey and hope this resolution brings closure to her concerns.
  
  Sincerely,
  The Joyous Care Team

• Initial Complaint

  Date:03/12/2025

  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.

  Joyous charged me a fee on 3/7, but is refusing to provide the medication that my subscription is for, but also refusing to refund my money.

  Business Response

  Date: 03/20/2025

  Dear ***** and BBB,
  Thank you for the opportunity to respond to the complaint submitted by ***** regarding her Joyous subscription and service experience. We appreciate your role in facilitating fair and transparent resolution processes, and we would like to provide a comprehensive overview of this situation from our records.
  
  Summary of Events:
  ***** initially requested a pause on her subscription, and per our policy, pauses are allowed for up to 2 months. Our team processed her pause and confirmed a resume date of March 7th, 2025. This pause window was also clearly outlined in the confirmation message sent on February 6th, which stated that services would automatically resume on the selected date.
  
  The billing cycle resumed automatically on March 7th, consistent with that pause schedule. ***** was subsequently charged for her subscription, and her subscription was restored, including access to care services, medical monitoring, and the option for medication shipment. Our subscription model is a comprehensive care program, including not only medication but also medical oversight, daily monitoring, and access to providers. This has been clearly disclosed on our website and onboarding materials.
  
  ***** later stated she intended to pause service through May and believed no charge should have occurred in March. While we understand her preference, she confirmed her resume date as 3/7 and received multiple communications reiterating that her subscription had resumed accordingly. She did not raise objection to that resume date until after the billing had occurred.
  
  Despite her assertion that she did not receive services in March, her account was active and eligible for services during that period. Our records indicate she did not proactively request medication shipment after the resume date until much later in the communication timeline. We clarified multiple times that a shipment could only be fulfilled while the subscription remained active due to regulatory and safety requirements for medical oversight.
  
  ***** then requested to cancel her subscription, and our team honored her request to have the subscription terminated at the end of her current billing cycle (April 5th). She later expressed a desire to remain active for that duration, then oscillated between requests for refund or fulfillment. We continued responding promptly and professionally to her messages, reaffirming her active subscription status and reiterating that a medication shipment could be fulfilled as long as she remained under our care teams monitoring.
  
  Despite all of our teams attempts to resolve the matter amicably and within policy, ***** continued to express dissatisfaction and threats of BBB escalation. However, we believe we acted consistently within our clearly stated service terms, communicated transparently, and made every effort to offer either care fulfillment or cancellation without further charges.
  

  Resolution:
  We regret that ***** feels dissatisfied with her experience. However, we respectfully believe her complaint does not accurately reflect the efforts made by our team or the integrity of our service delivery. Martas account was paused per her selected dates, resumed per her selected resume date, and services were made available accordingly. She was charged only during an active subscription period and given multiple opportunities to either continue care or cancel at no penalty.
  
  At this time, her subscription has been confirmed as active per her request and a refill was shipped on March 18, 2025 **********************************************************************************
  She was not charged beyond her time in treatment, and no further issues are currently present.
  We remain committed to fair and transparent service and welcome any opportunity to clarify further should the BBB require additional documentation.
  

  Sincerely,
  Joyous

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising 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.

  Joyous was one of the worst medical care providers Ive ever experienced. Which is very unfortunate. Because I had very high hopes for them. Their name is joyous, after all. I was recommended to Joyous by my best friend. We both have PTSD and major depression. As a medical care provider, your first job is to care for your patients. CORRECT? If you are not caring for your patients, as a ************ Provider, why are you even in business?Why are you even trying to help people, when you dont actually want to help?Oh I think I know, because you are only in the business for the ******** sorry, but you can not be greedy, and expect to heal people, at the same time. ****** ****** was my medical care provider for my entire stay with Joyous. If I would have had a different therapist, my whole experience could have been different. ****** choose to judge, blame, & cast negative energy onto me from the first sentence she spoke to me. To even have an experience that is anywhere close to this, while you are seeking major help, is extremely disheartening. *** BE AWARE: ***If you choose to seek help through Joyous, expect to be judged, and not to feel better after connecting with them. Much love to everyone reading this. I hope yall can change your business model with this review, and actually start helping people. I am now at another provider and getting all the help I could ever ask for. ********* ******* Are both companies I recommend highly. Do NOT support Joyous, if its the last thing you do. They are selling healing, and not actually providing the thing they are selling. If you are a heal care provider, and you turn someone away who is asking for help, why are you allowed to take care of people?This should not be alllowed. Somebody is going to get hurt because Joyous AND their team, are not qualified to be taking care of humans on a medical or doctor level.

  Business Response

  Date: 03/14/2025

  Dear *****,
  Thank you for sharing your feedback. Were truly sorry to hear that you felt unsupported in your care journey and understand how disappointing this experience has been for you. Your well-being is important to us, and we appreciate the opportunity to provide clarity around your care and the decisions made.
  At Joyous, patient safety is our highest priority. As a medical provider, we follow strict protocols to ensure that treatment remains both effective and safe. While we strive to provide compassionate support and individualized care, we also must uphold medical best practices and safety standards.
  Following multiple clinical reviews and check-in reports from you, our medical team observed a pattern of repeated dosing significantly beyond what was prescribed. Between 2/14/25 and 2/19/25, you consistently self-reported doses of 120mg when your prescribed dose ranged from 15mg to 45mg. Each instance was addressed promptly by our care team, who reminded you of the importance of adhering to the prescribed protocol and encouraged you to engage honestly in the dose discovery process designed to identify your lowest effective dose. Despite this guidance, the pattern of excessive dosing continued.
  On 2/19/25, you met with your provider, who determined that continuing treatment within a telehealth framework was no longer safe. This decision was not punitive, but rather made to protect your health and safety. In accordance with our informed consent process and clinical policies, patients must follow treatment guidelines to ensure ketamine therapy is administered responsibly. When misuse is identified, we are ethically and legally obligated to discontinue prescribing to prevent potential harm.
  We recognize that you were transparent early on about needing a higher dose and that you were seeking relief. However, any adjustments to dosing must be made through the proper clinical process and not through self-escalation. Our providers are here to work collaboratively with patients, but they also must intervene when protocols are not followed to ensure the safety of care.
  Were sincerely sorry that your experience did not meet your expectations, and we respect that you are continuing your healing journey elsewhere. We appreciate the time you spent with Joyous and are grateful that you were open with your feedback. Your experience has been shared internally to continue improving how we communicate care expectations and support our patients.
  We wish you nothing but continued healing and success in your next chapter.
  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:02/27/2025

  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.

  Ok so I made an appointment with joyous health, I made the appointment and was then prescribed my med. I then proceeded to pay and buy the prescription and subscription to joyous care. The payment went through. I then received a message telling me that I would receive my meds in 2-3 days, a day after that I get a message with a shipping and tracking number. I check the tracking and it said a label was created waiting on product. I check again awhile later and it said that my label has been cancelled. I get a message asking to upload my I'd. I uploaded it and then got another message asking me to do it again so I did. Well idk what's going on so I text the help number and ask about what's going on and I was informed that my ID was expired and that's why the meds where delayed. I sent the team member I was communicating with through text, a picture of my I'd showing the exspier date, it clearly shows 8/11/2028. I showed my I'd at the consultation to get my meds and I've uploaded twice to the automated text asking me for it, and I uploaded it once to a live care agent. I have not heard anything yet.

  Business Response

  Date: 03/05/2025

  Hi ****,
  Thank you for reaching out. We sincerely apologize for the confusion and frustration surrounding your prescription shipment. We want to clarify what happened and assure you that we worked as quickly as possible to resolve the issue.
  
  Timeline of Your Order:
  Your ID verification was required before your prescription could be processed.
  You submitted your ID on 2/26, and after review, your prescription was ordered on 2/27.
  Your medication was delivered on 3/4, and you confirmed receipt on 3/4 at 4:43 PM PST.
  
  ID Verification Process:
  We acknowledge the delay in verifying your ID. While you successfully presented it during your consultation, we are required to collect a copy for pharmacy compliance before your order can be shipped. The multiple upload requests were part of our standard verification process to ensure accuracy and compliance with pharmacy regulations.
  
  Resolution & Next Steps:
  Your medication has been delivered, and we are glad this has been resolved.
  We recognize the inconvenience this caused and appreciate your patience.
  If you have any remaining concerns or need further assistance, we are happy to helpplease feel free to reach out.
  
  We value your feedback and will continue working to improve our verification process to avoid similar delays for patients in the future.
  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising 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 been paying for joyous and they were sending medicine monthly, I started in 03/06/2024 after May of 2024 I cancelled and they never sent me anything else, I just checked my credit card to find out they have been charging me $129 monthly and never stopped.

  Business Response

  Date: 02/28/2025

  Hi *****,
  Thank you for reaching out. We appreciate the opportunity to clarify your concerns regarding your subscription and charges.

  Subscription & Cancellation Timeline:
  You initiated treatment on 3/6/2024 and confirmed via text on 5/6/2024 that you wanted to continue. Your last check-in was on 6/4/2024, but check-ins are only one part of the subscription; access to patient portal content, daily surveys, and provider monitoring remained available.
  You first inquired about canceling on 4/29/2024, and we provided clear instructions on the required offboarding process. However, you did not complete the process at that time; and instead asked about your refill on 5/6/2024 indicating continuation of treatment.
  You formally requested cancellation on 2/20/2025, at which point we responded the same day with the steps to complete cancellation. Once completed, we canceled your subscription on 2/21/2025.Even though our Terms & Conditions state that all subscription fees are non-refundable, we issued refunds for your last six months of charges as a courtesy.

  Relevant Policies from Our Terms & ******************************************* & Charges:
  When you cancel a Subscription, you cancel only future charges associated with your Subscription. No refunds will be provided for a partial Subscription Period, but you will continue to have access to the Subscription until the next billing cycle.
  

  Refund Policy:
  All purchases are final and once paid, all fees, including Subscription Fees, are non-refundable regardless of whether Services are utilized, except as prohibited by applicable law.
  

  Cancellation Process:
  The no-commitment Joyous subscriptions can be canceled anytime, as long as you do so before your refill has been sent out (i.e., at least fourteen (14) days before the end of your then-current Subscription Period).
  Since your subscription remained active until your official cancellation request on 2/20/2025, and you had full access to all services, the charges were valid. However, to ensure this situation did not cause undue distress, we refunded your last six months of payments as a goodwill gesture, even though it was not required.
  

  We hope this resolves your concerns, but if you have any further questions, please let us know.

  Sincerely,
  Joyous Care Team

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22968995
  
  I am rejecting this response because: I emailed to cancel on April 29th of ********************************* about any terms of canceling, I emailed you as I was instructed by calling your number, joyous did nothing to cancel, no contact or anything, seems very odd that this happens to other people as well, seems like a way to continue to bill. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/03/2025

  We understand that this is frustrating, and we apologize for any misunderstandings there have been thus far; but when you reached out on 4/29 inquiring about canceling your subscription, we responded right away with the process. We did not hear back from you again until 5/6 when you asked about a refill and then on 5/12 when you confirmed receiving your medication. 
  
  Out of a courtesy to you, we refunded 6 months of invoices, which is unprecedented. Please understand we are trying to meet you in the middle here; even though the terms and conditions say all purchases are final regardless of shipments/appointments. 

  We hope this provides a bit more clarity to the situation and we do hope that this compromise-solution is sufficient for you.

  Sincerely, Joyous

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22968995
  
  I am rejecting this response because: I never received any instructions after I sent to you to cancel everything, please provide where and when you  provided clear instructions on the required offboarding process 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/20/2025

  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 have ordered low dose ketamine from Joyous Care for about 8 months as it has proven to be very effective for my severe anxiety. Unfortunately, I have lost my job and am in the middle of a divorce so my finances are tight so cannot afford it right now. Joyous stated it is a subscription and has all these benefits but I have never been able to access their patient portal and have told them this several times and only received a monthly text asking how I was so what I was paying for was the ketamine, which was fine with me. However, they are insisting I pay $90 for a shipment they know was not shipped. I did not make a telehealth appointment after 3 months because I could not afford their co-pay for the telehealth appointment nor could I afford the ketamine any longer. So since I did not have the 3 month telehealth appointment they still charged me the $90 but did not ship the ketamine. I have explained over and over that i never received it. That I am not paying for something I did not receive. I had asked to pause my prescription for a couple months which they agreed to do. But they keep harassing me about paying for a shipment that they never shipped! I have extremely severe treatment resistant anxiety and this has caused it to be much worse.

  Business Response

  Date: 02/28/2025

  Hi *****,
  

  Thank you for reaching out. Wed like to clarify your concerns regarding your subscription, billing, and access to services.
  

  Subscription & Treatment Timeline:
  Your last payment was on 1/16/2025, and your last medication refill was delivered on 1/3/2025, with your prior shipment arriving on 12/11/2024. This provided you with medication through at least 2/9/2025.
  As part of your treatment protocol, a follow-up consultation was required before your next refill to ensure safe and effective care. You were reminded of this on 1/23, 1/30, 2/2, 2/5, and 2/8.
  You scheduled an appointment for 1/30/2025 but later rescheduled without booking a new time.
  Your subscription remained active, as it includes continuous access to medical providers, daily check-ins, monitoring, and patient resources. Your last check-in was completed on 2/9/2025.
  Your 2/16/2025 invoice was issued as scheduled, since the subscription service continued providing care resources and access to providers.
  

  Cancellation & Pause Requests:
  You initially requested to pause your subscription on 2/18/2025, and we informed you of the typically pausing flow and your options. However, we never received confirmation of your decision, and the pause request was not finalized.
  

  Since you did not officially cancel or pause the subscription, charges continued in accordance with our Terms & Conditions:
  "The subscription covers daily check-ins, ongoing provider access, patient resources, and medication shipments. Subscription fees are not directly tied to the timing of medication shipments but encompass the entire treatment service."
  "If your refill has already been shipped out recently when you cancel, your cancellation will take effect the following month. Please complete the cancellation request form at least 15 days before your next charge date."
  

  Current Status & Next Steps:
  Your subscription remains active, due to you not responding to our multiple outreach attempts to help resolve this situation.
  If you wish to continue treatment, you simply need to schedule a follow-up consultation to receive your next refill and complete the overdue invoice.
  If you wish to pause or cancel, we ask that you complete the official offboarding process so we can handle your request appropriately and we can void the February invoice.
  If no action is taken and the invoice remains unpaid for 27 days, your subscription will be automatically canceled per our policy.
  

  As of now, there is no refund due, as the subscription service remained active and available to you throughout this time. However, we are more than happy to work with you on a solution that best supports your treatment needs. Please reach out so we can help resolve this together.

  We look forward to hearing from you soon,
  Joyous Care Team