ComplaintsforMindbloom

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am struggling with my mental health and was looking for an alternative approach. I was charged a fee before I ever began the process. They do make you aware of this. However, I was struggling to get a hold of customer service. I decided to cancel and try to get a refund. They continued to try to manipulate me into staying in the program and were denying me information about the refund. I was finally able to cancel and after the cancellation they contacted my job which I believe is illegal!? Cause this is suppose to be for my mental health! I have no idea how they did this or why. It is putting my mental health in an even worse situation. and is incredibly dangerous to do such a thing for some of us who are struggling really bad right now. I have found many people found this to be the case on online forums and people use the company just to get drugs via a legal loophole and it is not intended to actually help people.

  Business response

  09/18/2024

  Hi *********, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  While we cannot comment on individual cases, we can confirm that we only use information voluntarily provided to us. We understand that a member of our Support team has reached out to you and believe that this has been resolved. Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not yet started their program may be eligible for a full refund, and can contact our support team at ********************************** or chat with us through the Mindbloom app or via the web at **************************.

  If you have any additional questions, please contact us at **********************************

  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the initial consultation only. I did not choose to use their services, yet they billed my card over and over again for $365. When I attempted to cancel and requested a refund they said it went against their policy. They continue to charge me despite the fact my bank had to issue me a whole new debit card with a new number just to avoid this company fraudulently charging unauthorized payments over and over again!

  Business response

  09/01/2024

  Hi *******, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at ************************************************************.

  Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not yet started their program may be eligible for a full refund, and can contact our support team at ************************************************************ or chat with us through the Mindbloom app or via the web at **************************.
  
  We understand that a member of our Support team has reached out to you. If you have any additional questions, please contact us at ************************************************************
  
  Wishing you all the best,
  The Mindbloom Team

  Customer response

  09/03/2024

   
  Complaint: 22212356
  
  I am rejecting this response because:

   

  I have already contacted Mindbloom customer service and they refuse a refund.  I was never able to start the full program and paid the $100 initial fee and I fully am responsible for that charge.  BUT I never gave my permission to charge any further payments.  I want my refund in full.
  
  Sincerely,
  
  ******* *********

  Business response

  09/18/2024

  Hi *******,
  
  I'm sorry to hear your frustration. Privacy rules generally prevent us from posting personal info in public forums, so we try to resolve any customer service issues directly. We sent you an email today to explain the situation, which we believe fully addresses the concerns you've raised. If you would like to discuss anything further, please feel free to contact our support team at ************************************************************ or chat with us through the Mindbloom app or via the web at ************************** we're ready to help anytime.
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid the $99 fee and was told that if not a candidate I would be issued a refund. When I had the consultation that lasted less than 5 minutes, i was told the real cost was three times higher than what was advertised. I told the person I could not afford that price. I was mislead to believe the cost was much lower. After telling them this i was told no problem and received an email stating I would get a refund. I never got a refund. After contacting them I was told NO REFUND BECAUSE I TALKED TO A HUMAN BEING. What a scam!! Straight up theft by deception. These people need to be locked up.

  Business response

  09/02/2024

  Hi ****, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at ************************************************************.
  
  Mindbloom's refund policy is explained at ***************************************************************************************************************, including information about the circumstances under which Mindbloom provides a full refund, $99 charge, 50% program charge, and no refund.  
  
  We understand that you have been in touch with our Support team. If you have any additional questions, please contact us at ************************************************************
  
  Wishing you all the best,
  The Mindbloom Team

  Customer response

  09/02/2024

   
  Complaint: 22196555
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  Customer response

  09/04/2024

  I am rejecting the notion that they are willing to work with people they steal from. I contacted them and was told no refund was possible. They then said they would refund $50 of the $99 they stole. Unacceptable. I had a phone call, talked to someone for about 2 minutes. Was told the real price that isnt clear on their website. I said no thank you, the person said ok we will refund your money since you didnt proceed. Then their customer service tries to say something different, then they say they are contacting their upper management. What a crock. Refund my money due to no services rendered. 

  Business response

  09/18/2024

  Hi ****,
  
  We understand your frustration, and apologize for the inconvenience. Due to privacy regulations, were limited in how much we can share in public spaces. However, we have sent you another email today explaining our policy. Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not moved forward after the first consultation may be eligible for a partial refund. Should you need further assistance, our support team is available at ************************************************************, or you can chat with us through your Mindbloom app or on our website at **************************. Were always here to help.
  
  Wishing you the best,
  The Mindbloom Team

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was for my son *****************************. My name ************************* is on the card. We signed on for a consultation for services/medication. Two days later I canceled because we found a more affordable (better service, Joyous). I contacted Mindbloom several times requesting a refund. There was no consultation, no medication or other services. I filed a claim with my bank and they are investigating as I have read about others being charged repeatedly, for much larger amounts following cancelation. I want my $99 refunded but I also want to bring attention to this problem with Mindbloom.

  Business response

  08/19/2024

  Hi *****, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's refund policy is explained at ***************************************************************************************************************, including information about the circumstances under which Mindbloom provides a full refund, $99 charge, 50% program charge, and no refund.
  
  We understand that you have been in touch with our Support team. If you have any additional questions, please contact us at **********************************
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Mindbloom a couple of months ago. They were supposed to send me a kit to use to monitor my blood pressure and safety and then a prescription for the actual meds. They never sent me the kit, just the meds. I didn't start them because I found out I need thyroid surgery to remove a nodule. I informed them of this, thinking that I was out my first payment and that I had stopped the program. They kept billing me. They never told me what steps I needed to take to cancel. If telling them wasn't enough, why not inform me? Today, I am unemployed and unable to work because of how long of a wait this for surgery and they charged me $386. They never sent me the kit, they never had a session with me and they are still. charging me. I contacted them and they refuse to give me my money back. They went back and forth, ignoring everything I am telling them. They lied about sending me the health monitoring kit, they keep billing me even though I never moved forward with the program. I want my $386 back. I told them I wasn't doing the program. they are only offering me a tiny refund of about $100.They are claiming I have to abide by the agreement, but the agreement said that they would send me a kit to monitor my vitals and they never did. So, they broke the agreement, not me.

  Business response

  08/20/2024

  Hi *********, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's refund policy is explained at ***************************************************************************************************************, including information about the circumstances under which Mindbloom provides a full refund, $99 charge, 50% program charge, and no refund.
  
  We understand that you have been in touch with our Support team. If you have any additional questions, please contact us at **********************************
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After a initial intake session I scheduled a therepy session where I had to also schedule a second ****** (my wife) and stopped taking all medication and cleared a full day for both of us. I received 10 + reminders in advance and up to the time but the therapist was a no show. I followed up (via chat and chatbots) and eventually agreed to only charge the initial $359 but continued to charge an unblockable $359 a month and use chatbots to just "schedule" call backs that end up being more automated sales bots. Just want 2 x $359 refunds and a cancelation.

  Business response

  08/19/2024

  Hi ***** we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's refund policy is explained at ***************************************************************************************************************, including information about the circumstances under which Mindbloom provides a full refund, $99 charge, 50% program charge, and no refund.  
  
  We understand that you have been in touch with our Support team. If you have any additional questions, please contact us at **********************************
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for this program and spoke to a PA and a "guide". I paid the initial fees. Then my PA and guide both quit, the Company charged me additional fees even though they never provided the medication to complete the therapy sessions. They then pointed to language in the initial agreement that was unclear and vague and said that was the basis to keep billing me $359/month when nothing was delivered or provided. This place is not organized and it seems like a money grab from people who are seeking help for depression and anxiety.

  Business response

  08/25/2024

  Hi ******, thank you for flagging this concern. Privacy rules generally prevent us from speaking publicly about any individuals' health information, and we recommend that anyone with questions contact our Support team at **********************************.
  
  Delays with medication happen, sometimes out of our control and despite our best efforts. In those circumstances, we take steps to ensure it doesn't happen again and our Support team works with clients to provide refunds or partial refunds when appropriate in accordance with our refund policy.
  
  We believe that your concern has been resolved. If you have any additional questions, please contact us at **********************************
  
  Wishing you the best,
  The Mindbloom Team

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The clinician in charge of a patient is supposed to send the instruction for dosage adjustment and/or the approval to continue within 72 hours of the patient feedback, which the patient files after the first session.The clinician who was in charge of my program canceled my appointments twice, once within 72 hours of the supposed appointment and once more merely 3 hours before, without any communication. Furthermore, the first cancellation was immediately after the treatment session, during which the business recommends the patients to especially avoid stressful situations. Later that week for the third appointment attempt, the clinician did not show up at all, and the business failed to provide any explanation. I had multiple disruptions of my schedule and work for the week, which resulted in significant physical and mental stress following the whole week of treatment.After a week of going radio silent, the clinician blamed me for not following the instruction, even though the fault lies with the mobile app (whose misleading instruction I followed) as well as the clinician who failed to fulfill the function that is crucial to the weekly treatment schedule. The stress of altercation with the business and their customer-blaming practice has affected negatively on my stress.Now the treatment has been discontinued for almost two weeks, and I have been doing far worse in terms of anxiety, insomnia, and negative thoughts; and I believe it stems from the series of stressful events and damages caused by the business that immediately followed the last treatment.So far, the business has failed to provide any concrete plan for remediation yet. They refused to refund, citing their refund policy, despite their obvious failure to provide the adequate level of treatment. They initially mentioned that the newly appointed clinician has the authority to reset the program so that I could receive the full uninterrupted treatment, but they backtracked.More details in the pdf.

  Business response

  08/10/2024

  Hi ***, thank you for flagging this concern. Privacy rules generally prevent us from speaking publicly about any individuals' health information, and we recommend that anyone with questions contact our Support team at *********************************** However, because you accepted the privacy waiver here we can share some information.
  
  We have reviewed and understand that your consultation had to be rescheduled twice. That should not have happened, and we apologize and will work to ensure this doesn't happen again. We see that our support team assigned you a new clinician who will work closely with you to continue your program so we believe this has been resolved.
  
  We know that rescheduling can be frustrating, and apologize for the inconvenience. If you have any additional questions, please contact us at **********************************
  
  Wishing you the best,
  The Mindbloom Team

  Customer response

  08/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Outside the official BBB correspondence channel, they acknowledged that they have made three (not two) schedule problems, that they have caused tangible damages, and that they will make up for it through a minor credit as well as additional non-clinical guide sessions. I find that this resolution is adequate and satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Mindbloom has provided erroneous and at times misleading information regarding the availability and delivery schedule of medications and treatment. This has resulted in delayed treatment and substantial frustration which has only been augmented by the fact that they require all communication to go through their App or email which has not been functional. The App has been riddled with technical issues making it especially difficult to communicate for any length of time as it regularly times out and freezes, requiring closing out of the App and reopening only to time out and freeze again. I communicated with support and leadership. Unfortunately, they provided insufficient technical support and then became unresponsive. With regard to medication and treatment, they are unable to establish communication with their pharmacy and while apologizing continue to make assurances that tracking will be provided and medication will be delivered. But they are unfortunately unable to follow through on their promises and then became unresponsive. Theyve offered complimentary 1:1 sessions to make up for delays and poor communication but then take no steps to provide what theyve offered.

  Business response

  08/07/2024

  Hi *****, thank you for flagging this concern. Privacy rules generally prevent us from speaking publicly about any individuals' health information, and we recommend that anyone with questions contact our Support team at **********************************. However, because you accepted the privacy waiver here we can share some information.
  
  We have reviewed, and understand that the medication did not arrive when the support team initially thought it would. However, we see that the medication did arrive in time for treatments to take place within the appropriate timeframe. We understand that rescheduling can be frustrating, and apologize for the inconvenience.
  
  We see that our support team were able to resolve this for you. If you have any additional questions, please contact us at **********************************
  
  Wishing you the best,
  The Mindbloom Team

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $99 to Mindbloom to Get Started in May. My order was stolen in transit. I tried to cancel and they said I had to refuse the new shipment and they would stop charging me once it got back to them. For two months theyve been trying to charge the card I first used but it had been replaced and the expiration date changed and they couldnt. Today they somehow charged me $80. They said its for a box they sent with a journal, mask, and ** monitor but I was not told there would be another charge after the $99. They refuse to take back the box for a refund. I tried to cancel in early June and this has become so stressful, I dont understand how they charged me or why I wasnt told that I would pay separately for the box. I dont want the $99 back that I paid intentionally but I would like the extra $80 they charged today refunded.

  Business response

  07/30/2024

  Hi ******, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who cancel after being seen by their Mindbloom clinician may incur additional charges and can contact our support team at ********************************** or chat with us through the Mindbloom app or via the web at mindbloom.com.
  
  We understand that you have been in touch with our Support team and your account has been canceled. If you have any additional questions, please contact us at **********************************
  
  Wishing you the best,
  The Mindbloom Team

*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. ↩