ComplaintsforMindPath Health

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Did not bill me/file claims for all services from 2024 until end of May resulting in a balance on my account. Report that my insurance is out of network, when my insurance shows that both the providers (therapist/psychiatrist) are in network and the claims they filed were processed as in network. Didn't contact me about the change in network coverage until 1 hour before appointment and forced me to pay out of network upfront in order to access my virtual appointment. Give inconsistent information when questioned about the changes to in or out of network insurance. Rep. 1, said we were unable to confirm network until now (after a year), Rep. 2, said you were never in network, Rep. 1 said if it is out of network we wouldn't file the claim, Rep. 2 said, we will file the claims (out of network), but they are showing pending on our end. Rep. 1, told me I was out of network with the entire company, Rep. 2 told me I was out of network w/ the provider, all while the submitted claims were being processed in network. They called me the day before my next appointment (with therapist) to force me to start a payment plan for my balance (created by them when they failed to file my claims for the year) and inform me that I have to pay out of pocket for the visit the following day. I have made 5 calls to MindPath with no help from MindPath on the real cause of this change in network. My therapist reported that she would send an email to two people. That was a week ago and since then and no one has reached out to me despite these grievances. It seems MindPath does not like the discount my insurance provided for me for services ($148/Psychiatrist; $126/Therapist). Instead, they removed my insurance (w/o my permission), so they don't have to file the claims with my insurance. They want to charge me up to $400/ service (according to their good faith estimate) no matter the services as out of pocket, so far they have billed me $235 (3x) and $261 (1x) .

  Business response

  06/19/2024

  We are sorry to hear about your experience. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had been seeing two providers from MindPath and truly thought they had excellent providers and they do! However, the policy that is in place regarding canceling your appointment within 24 hours is very misleading. Most healthcare facilities/businesses do have a policy in place and are lenient when it comes to extenuating circumstances. That was not the case nor the experience I had with MindPath. I had an appointment scheduled in the afternoon and woke up to find out I had been called into work. The app/portal for MindPath does not allow you to cancel your appointment or even reschedule. So I had to email the support staff that I was not going to be able to keep my appointment due to being called into work as a First Responder. Emailed them 08:00 a.m. or earlier in the morning and didn't receive a response until well after my appointment had passed (around 2:30p). I later received a bill for $60 for missing my appointment. The company gave me the ring-a-round regarding their "policy" but does not allow their clients/patients to have the access needed to comply.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A prescription for an OCD drug was placed by MindPath in 3/21 with a national pharmacy. The pharmacy notified MindPath that the medication was not available in the tablet strength prescribed. MindPath did nothing else. I ran out of medication on 4/2. As I ran out of medication I had several phone calls with MindPath where the situation was not resolved. Ultimately I went through withdrawals on the medication. I suggested to MindPath that they not bill me until I was back to my prior medication strength. This was a fair offer. MindPath said they would look into it "urgently". I cannot pick up my medication until this billing matter is resolved, because I risk putting myself back in the same situation via a vis withdrawal.

  Business response

  04/15/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Mindpath Health incorrectly charged my credit card for $300.00 on January 9, 2024 for a copay amount of $25.00. When contacting the billing department, I was informed a refund would be issued by check in the mail within two weeks. Three months later and after numerous phone calls to the billing department, I have yet to receive a refund. Last week, I was informed by the billing department that management told them not to issue refunds due to cash flow issues. This company continues to operate and is using funds they are not *********** without providing a legitimate legal refund.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have experienced a series of challenges with Mindpath. First, a severe lack of contact. Despite numerous attempts to reach out around the time of my appointments, I have not received any response or acknowledgment. This lack of communication has left me feeling neglected and unsupported during a time when I am in need of assistance which is troubling given this is a provider of mental health services.Furthermore, I was locked out of my account without any explanation or assistance in resolving the issue. This has resulted in a complete loss of access to important information and resources that are vital to my mental health journey. In addition, I am deeply concerned about an incident during which I was asked to provide personal information through an unsecured server when attempting to access my account. This is a clear violation of privacy and security protocols. I urge you to investigate this matter thoroughly and take immediate steps to ensure the security of your clients' information.Moreover, I find it highly unprofessional that I am now receiving billing calls several months after my sessions have concluded despite the aforementioned challenges. This delayed billing process after months of no contact regarding services not only creates confusion and inconvenience but also raises questions about the efficiency and organization of your billing department.Lastly, I am deeply disappointed by the lack of accessible contact information provided by your organization. It is essential for clients to have a reliable means of addressing their concerns and seeking assistance when needed. I sincerely hope that you take my concerns seriously and take immediate action to rectify these matters.

  Business response

  02/01/2024

  Hello and thank you for bringing this to our attention. We are always striving to improve and would love to know more. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son is a client of CPMH/Mindpath. On 11/11/2023 I paid a $35 copay for my son using my debit card. This was a one time transaction. I am not a client of CPMH/Mindpath. When checking my account on 01/28/2024 I found that, on 01/27/2024, CPMH had made two debits to my account, $29 and $300 resulting in two overdraft charges of $64. I did not authorize these charges. I spoke with ****** at CPMH *************) on 01/29/2024.She told me it was their practice to use any debit card numbers that had been used in the past for billing. I had not given them authorization to debit my account for these charges or to retain my card numbers in my sons file. I was told that there was nothing they could do to fix this, that it was already a done deal. My son called CPMH/Mindpath and inquired as to what needed to be done to get the charges reversed. He was told that I could get my money back from him. I am not responsible for his bills.My son is 37 years old. He is not on my bank account and can not give authorization for anything to my personal account. He is well aware of this and has never attempted to do anything like this.

  Business response

  01/31/2024

  Hello and thank you for bringing this to our attention. We are always striving to improve and would love to know more. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/16/2024 Telehealth call was scheduled for today, but health insurance documents were not updated. They had me fill out the health insurance documents during the allotted time for the appointment since documents were not uploaded properly due to connection issues on their end they canceled the appointment and charged me a no-show fee when I was clearly at the appointment.This company has done this multiple times.

  Business response

  01/29/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MIndpath Health has continually contacted me requesting that I fill out forms for an up coming appointment. I have never made an appointment with them, I have never opened an account, I never had anything to do with them. Nor have any of my doctors as I have contacted them and asked. I have requested by email that they stop sending me emails. They claim I have an account with them. I have never opened an account of any kind with them as I never heard of them until I started receiving these emails. I have emailed again asking them to close any accounts under my email address and cancel any services they have scheduled if any, and to stop sending me these emails. I continue to receive the emails and obliviously they have done nothing. I need them to close any account in my name, or using my email address and I would like to to know who has opened an account using my email address. I have looked online and this company has a horrible history. Please help.thank ***************

  Business response

  01/16/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2021, I saw a MindPath provider a few times, and all my bills were paid at that time. Suddenly 2 years later I received a bill from MindPath. My insurance provider did some research and the claim in question, that they denied was for a doctor I never saw, so it was obviously MindPath's error. I told MindPath, they said they'd look into it and call me back but never did. Now I received another bill so it wasn't resolved.

  Business response

  01/02/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

  Customer response

  01/03/2024

   
  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

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I spent three hours trying to see my provider after having to wait almost six weeks. After waiting three hours, being disconnected 6 times, Not to mention the multiple voicemails and emails that I sent with no response during those six weeks I waited for the appointment to ask about the status of my medication and still nothing has been done to date. I had a scheduled appointment 12/5 at 2pm. I was unable to get Into the visit. I called ************ at 201pm and was on hold 15 minutes and your line disconnected. Thats not a no show. I Called back and spoke to a rude women who told me that was untrue, she could only see a 12 minute wait time. Ive provided screen shots of those calls showing I was in contact with your office long before the 15 minute "no show". I was assured I would not be charged for an appointment I did not miss. After waiting in the waiting room for another 20 minutes I received a text saying I need to call my provider. I called and was disconnected by YOUR line FOUR (4) more times. At 240pm I Made 6 calls and was disconnected 6 times. No ever attempted to call me back. I sat in the waiting room for 3 hours when I made The 7th call where she told me I could not be seen today, that I would not be charged per *****************. "If she says she was there then I believe her". They said to leave the waiting room as I could not be seen that day. Unbelievable. I said I would call back regarding rescheduling because I did not feel like I wanted to work with this office and I do not. Once again, this is after multiple messages during November which were never responded to. Unprofessional is an understatement. They have attempted to charge me several times since all of this and being assured they would not, and have never responded to ANY phone call, email, or voicemail, web contact form, or anything.

  Business response

  01/02/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

*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. ↩