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:04/02/2025

  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.

  I have been charged for therapy services which I did not receive. I was only receiving services for *********************. (See the uploaded doc which states no known problems) there are no clinical summaries because I did not receive therapy. I was being billed sporadically various different amounts which did not make sense to myself or my insurance company. Nobody from **** could break down these charges in a way that made sense. **** sent me a breakdown of January and ******** services in one email which does not match another breakdown of services in a separate email. Since they claim I was charged $171 for January and ********, which does not match service date and payment in second email (which Ive uploaded). They did not include these therapy services in that breakdown, yet my records show I was charged for it. My insurance has not changed at all so why has my random and sporadic deductible amounts changed?

  Business Response

  Date: 04/04/2025

  What we have done to address this issue: 

  We have touched based with psychiatry team to get more context to explain the ***** billing code, which is how the patient was charged. This code is used when your provider is integrating therapy-related worklike exploring how symptoms are affecting one's daily life, providing education or support, and helping with coping strategiesalongside evaluating medications, side effects, and making treatment decisions.

  This type of integrated visit is very common in psychiatric care. It allows the provider to address both the emotional and medical sides of a patient's mental health in a focused, collaborative way. ***** is usually billed together with another code, which is why the patient may see two charges for the same date of service.

  Our customer support team will be in touch to follow up with this information directly as well. Please let us know if there's anything else we can clarify for you! 

• Initial Complaint

  Date:03/07/2025

  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.

  This business continuously charges my credit card even though I canceled their services long ago. Ive emailed their support team many times to remove this payment method and delete my account. They confirmed my account would be deleted and I would no longer be charged but I continue to get charges.

  Business Response

  Date: 03/12/2025

  What Happened: 
  - The patient was recently billed on 3/5/2025 for their visit in 3/5/2024 $5 for the visit on  3/5/2024
  - This was the remaining $5 for her copay, she already paid $40
  - Patient was billed because these claims just recently posted payment on 3/4/2025, which triggered the patient to be charged any remaining balance.
  - Looking in the Availity portal at her claim, this $45 was never supposed to be charged
  - The claim for 3/4/2024 was reprocessed by their insurance and finalized on 3/11/2025 to pay the remaining balance 
  

  Action Taken: Will reach out to patient to explain the charges and why she was billed late, and make the necessary refunds. 
  

• Initial Complaint

  Date:02/25/2025

  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 made an appointment with an online provider. I had to cancel. They charged me $99 late cancellation/no show fee. I never even met the provider. I would like my money back.

  Business Response

  Date: 02/26/2025

  We are always working to improve our patient experience at ****, but we occasionally fall short. We understand how frustrating unexpected charges can be and appreciate your feedback. We would appreciate the opportunity to connect with you directly to review your concerns regarding the late cancellation fee. Our team will follow up with you directly to provide clarification and explore possible solutions.

  Customer Answer

  Date: 03/02/2025

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

• Initial Complaint

  Date:02/24/2025

  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.

  RULA HEALTH fraudulently charged my account $600 dollars without authorization to do so back on January 29, 2025. I contacted Rula Health immediately with my concern and no resolution has been made. **** claims that my insurance has not paid out on services I have received. **** claims that the Insurance states I have a $100 deductible per visit and has charged me accordingly. I have verification that my total year deductible is $100 and services are cover 100%. I have copies from insurance company that the services have been paid in full. I have been using Rula for over a year and a half, back when it was called Path. My insurance has been the same since 2013. I don't understand why all of a sudden I am being charged 600 dollars. I believe Rula's billing department is trying to scam me out of 600. My insurance company agrees.

  Business Response

  Date: 02/26/2025

  We are always working to improve our patient experience at ****, but we occasionally fall short. We understand how frustrating billing concerns can be, and we take them seriously. We would appreciate the opportunity to connect with you directly to review your concerns and work toward a resolution. Our team will follow up with you directly to clarify the charges and ensure that everything is aligned with your insurance coverage. If you have any additional details or documentation to share, please dont hesitate to provide them during our follow-up.

• Initial Complaint

  Date:02/13/2025

  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.

  I recently made two appointments with Rula for clinical ********************* services after recently just moving to this area and needed a new provider to manage my ********************* needs, for 1/30/2025 at 8:00 p.m. EST. I also made a counseling appointment for 2/6/2025. On 1/30/2025, I signed in for the virtual appointment and met with the provider virtually but she wasnt able to assist me with managed care because she said I would need a facility that could see me in person as well. Yet they want to bill my insurance for the entire appointment as well as charge me for the $45 copay for services not rendered which is fraudulent. The provider kept mentioning a previous medication that I am no longer taking, saying I couldve prescribed this for you. Five times I said I no longer am taking that medication and do not wish to have that medication filled as I no longer take it. I feel that she kept mentioning it so that she could have a reason to bill the insurance for billable hours. I will be contacting my attorney and the insurance company. In addition, I cancelled my therapist appointment by the 24 hour **** and received a message that it was cancelled via email. Yet I kept receiving text message reminders for the upcoming apt. I responded that it was cancelled and they acknowledged receipt via text. They asked if Id like to reschedule and I said no. I even reached out via their email reminder for the upcoming therapy appointment and let them kindly know I had cancelled it already within the 24 hour window. I received a response stating I dont cancel within 24-hours and that Im being charged $99 for cancelling less than 24-hours, as well as owe a copay for services rendered for the 1/30/2025 call for *********************. This is not acceptable at all.

  Business Response

  Date: 02/21/2025

  This pt had a visit with a provider on 1/30. their insurance covered ****** and the copay of this pt was $45. since the session did happen and was well-documented by the provider, we cannot refund this visit as that would be insurance fraud. The no show fee that was pending for the pt on 2/6 has since been voided and her card was not charged. 

• Initial Complaint

  Date:02/12/2025

  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 am being billed $50 for a service date of 12/20/2024. I e-mailed support to file a grievance because the charges were unclear through their website portal. They responded to me with an invoice dated 1/31/2025. However, the invoice that it matches in their portal is marked 2/1/2025. I have two invoices (one from e-mailing support, and one from the portal)."In the e-mail, this is what they had to say:The $50 charge on 01/31/2025 was for your visit on 12/20/2024. Heres a breakdown of this charge to help: The total cost of the session on 12/20/2024 was $125.76: $50 was for coinsurance, and $75.76 is the portion to be covered by your insurance."I contacted Blue Anthem, and they said there are no claims for that date of service. Leading me to believe that I am being overcharged by ****.I asked my insurance representative how long it takes for a claim to show up, and they said within 24 to 48 hours.I have also been charged extra by **** before but when e-mailing them they stated what they told me ********'s $50, but times are tough, and their e-mail responses were not helpful. I feel like they were dismissive and not being truthful about the charges.

  Business Response

  Date: 02/13/2025

  We are always working to improve our patient experience at ****, but we occasionally fall short.  We understand how important it is to have clarity regarding charges, and we want to ensure you feel supported. We would appreciate the opportunity to connect with you directly to review your concerns in detail and provide any necessary clarification. Well follow up with you directly to go over the charge in question and address any discrepancies with your insurance. Please dont hesitate to reach out if you have any additional details you'd like to share.

• Initial Complaint

  Date:02/07/2025

  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.

  Ive been emailing and calling this company since 1/10 for *** before my sons appointment to see whether or not he is covered. I never received any email from this company to verify at all. They claim they sent two emails and I asked for proof and they have not given it. I have atleast 10 emails and 3 calls asking for help and a refund. Their customer service and billing is terrible. They DID NOT send any email with VOB and didnt tell me until it was too late. They told me to check my childs email who is a minor so any email to him would be completely unacceptable!

  Business Response

  Date: 02/10/2025

  We strive to continuously improve the patient experience at ****, but we occasionally fall short. This has been reviewed and escalated, and our team will be in contact shortly with a resolution. We appreciate your feedback and the opportunity to address your concerns.
  
  

• Initial Complaint

  Date:01/13/2025

  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.

  **Complaint Against:** RULA Health **Nature of ************************************ Failed Promises, Neglect of Services, Poor Communication **Details:**Concerns with Therapist ******* Arms and RULA Health services:- Therapist ******* Arms ignored patient messages.- Failed to deliver promised services for my child's mental health, including: 1. Advocacy letter outlining goals. 2. Attendance at ************************ Program (IEP) meetings. 3. Timely use of collected medical records (>2 months wait).- Overall poor communication and trust issues with both Therapist Arms and RULA Health.- Breach of trust and promises made verbally, in writing, and via telecommunications (>10 confirmations).**Conclusion:** Based on this experience, **I strongly warn others against using RULA Health services**, specifically Therapist ******* Arms. Their empty promises and neglect cause harm to vulnerable individuals seeking mental health support. They clearly only care about a paycheck and not their clients.. client was a child under the age of 10. business has offered no resolution. They refuse to honor their agreement. we have spent thousands ( including insurance).

  Business Response

  Date: 01/29/2025

  We are currently going through an investigation process with the provider to get a better understanding as to what happened here. We have received and reviewed the screenshots that the pt's mother has attached to her original complaint. Our clinical quality team is connecting with the provider regarding this case and we will follow up with the patient as soon as we receive more information. Thank you for your patience. 

• Initial Complaint

  Date:11/20/2024

  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.

  *** sent email request several times requesting for my personal information be deleted from their system. *** also requested I wish to not receive any notifications or advertisements. **** sent an automated message stating they received my request and will respond back. I have not receive any responses back. The request # they provided for my request is #*******.

  Business Response

  Date: 11/22/2024

  We have sent the pt a message on 11/22 stating that we are unable to delete information due to compliance but we have gone ahead and deleted their form of payment and removed their information from any communication channel to ensure that they do not receive any further communication from us. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22577231
  
  I am rejecting this response because: Ive never done business with this company so theres no need to keep my information on file. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/03/2024

  We explained to the pt on 11/26 that we will do the following: close their account, remove all credit card and consents, remove the pt from all future email and texts, and deactivate access to the patient portal over the next ***** days.

  Customer Answer

  Date: 12/13/2024

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

• Initial Complaint

  Date:11/14/2024

  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 was told by the website that I would have $0 charges for my therapy and that they took my insurance. I was misled, I was charged $116 that they said was from my insurance balance I owed, my insurance told me that they weren't the ones that charged me that it is Rula and they cannot refund me. I was told by multiple people that this was from an insurance balance, but I never approved to be charged this amount.

  Business Response

  Date: 11/22/2024

  We refunded the patient $142.57 on 11/22. We had an internal issue with our VOB system during the week that this pt requested the pricing of her visits with her insurance. Due to this issue, we have refunded the patient for these visits due to the fact that our VOB system reflected incorrect out of pocket costs.