ComplaintsforMindPath Health
Mental Health Services
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Complaint Details
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Initial Complaint
12/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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.Initial Complaint
11/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
August 2023 I requested my medical records. I filled out all the forms necessary for release of information. I was told they would be sent to me. They have not. I have called at least three times. The people in ********** very rude not helpful at all. My psychologist practitioner nurse practitioner whatever she calls herself was extremely rude to my friend screaming over the phone didn't know quite what her problem was. I just want my medical records. My insurance paid for this because I have depression but I did receive medicines but they don't do much in the way of counseling. I get 15 minutes takes about 5 minutes to get set up so about 10 minutes and I get it in presume I have health issues that I have speech problems so you can imagine how this goes. I find this program totally ineffective I have nothing to return to private psychologist because of the ineffectiveness of your program. I do want my medical records.Business response
12/01/2023
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
11/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Mindpath Health has irresponsibly used my credit card information. Charges for medical care are not consistent, nor transparent. I have made payments for co-pays and bills that MindPath is not crediting to the account. They cannot explain where the $$ went and have now cancelled my appointments denying me access to get medication refilled - they have stated they will not reinstate my appointments until I provide them with a credit card. Additionally, they have refused to explain charges, refuse to answer questions regarding money I have paid, will not return phone calls. I will not provide another credit card to a company who is irresponsibly handling that information and making fraudulent charges. They refuse to accept any other form of payment. Billing **** stated they have the right to use my credit card info whenever and however they choose and are not required to disclose what the charges are for. Attempts to resolve the issues has resulted in many, many hours spent on the phone or on hold - all to no avail. There is no honesty or transparency in this business and they most certainly should not be involved in healthcare.Business response
11/21/2023
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
11/21/2023
******
Complaint: 20828156
I am rejecting this response because:MindPath Regional Manager was supposed to call me, that never happened. ****** ******It has been reported to Ethics and that was ignored, as well. ****** MindPath has made no effort to resolve this matter, refuses to be transparent regarding charges, and has not properly recorded payments, while double billing. ****** ******Additionally, they have blocked me from seeking ongoing medical care from my Doctor. ****** ******This is highly inappropriate in the medical sector. ****** ******
Sincerely,
*************************Initial Complaint
10/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Dear ***/*****,I write to formally express my concerns regarding my experiences with MindPath Health. Over the past twelve years, I have consulted several psychiatrists and, during this time, I have encountered many issues with billing and scheduling that I have with this entity.Specifically, I have faced numerous instances of incorrect billing, including being charged for appointments I did not attend. Moreover, scheduling appointments has been fraught with complications. Such issues necessitated that I conduct my own independent inquiry to ascertain the scope and nature of these problems. It is my hope that by bringing this to your attention, potential and existing patients might be better informed and avoid similar challenges.I also wish to note that certain individuals may not be aware of these billing discrepancies because they are shielded by insurance coverage. This, in turn, could have implications for insurance providers who might be unfairly burdened.Further, while I acknowledge that there are professionals within MindPath Health, such as nurse practitioners, who can prescribe medication, it is imperative for individuals to recognize the distinction between various mental health professionals. For those seeking a quick solution, this establishment might be the worst suitable option. However, for long-term mental health care, I firmly believe there are more suitable options available within North Carolina.In summary, my experience with MindPath Health has been far from satisfactory. It is my sincere hope that others take heed and consider their mental health care options with care and diligence.Thank you for your attention to this matter. I gave this company $1475 in 4 weeksInitial Complaint
10/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
When I originally signed up with Mindpath, I clearly specified that I would be filing with my health insurance. This health insurance has not changed since signing up with them. After looking at a billing statement, I realized that Mindpath has been charging me as a self-pay customer, meaning I've been overcharged by around $100 for each of my visits.I would like to have them resolve this billing issue that should have never occurred, and issue a refund to my address on file for the amount I was overcharged. I am only available to contact via email.Initial Complaint
09/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
MindPath Health failed to provide notification of the triple increase in self-pay rate for my appointments prior to the telehealth visit. Also, there were billing system errors for the year prior to this that resulted in missed payment without notifying me and a sudden large invoice became due.The billing reps do respond to most inquiries, stating the billing is correct and with a simple apology. Regardless, I can no longer be treated by one of the best doctors I have ever known, being unable to pay nearly $400 a visit. I am a small business owner who has not been able to secure coverage. In March 2022 Congress passed the No Surprises Billing and I would hope propper billing practices and notifying patients of rate changes prior to an appointment would constitute a Good Faith ******** communication.Initial Complaint
09/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On August 16th, 2022 I tried to call Mindpath several times to cancel an appointment as something had come up. After calling several times, I could not get through to anyone and was forced to leave a message. Nobody ever called me back and they did not even cancel my appointment. Flash forward to today, I am trying to get my account current and they have charged a $60 no-show fee. This is despite repeated attempts of trying to cancel my appointment. I work a part-time job and I am a full-time student, and they refuse to take it off of there because I was a few hours outside of the 24-hour window. They stated this was because they could not get anyone else in my appointment slot, but they didn't even cancel my appointment! They didn't even try to get anyone in the slot because my provider tried to call me the next day at my appointment time. If ANYONE had tried to call me back and say if you cancel this you will be charged the fee I would have tried to figure something out. Nobody ever called me back after leaving messages, and they didn't even cancel my appointment despite prior notice. While I understand their policy, their reasoning behind why it can't be waived is a complete sham. My provider is great, but they are unwilling to work with their customers who are battling mental health issues.Business response
09/25/2023
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
09/26/2023
Complaint: 20599700
I am rejecting this response because: I have made several attempts to have this rectified and nothing has been done.
Sincerely,
*****************Initial Complaint
09/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
MindPath is trying to collect a payment from a missed appointment that I was not at fault. I could not get to the video call because I never received the link to join.I have tried several times to explain but they do not have the means to check scheduling or retrieve recorded messages; even though, they always claim they record every phone conversation.Please help to have it removed because it will have a direct impact to my credit records. Thanks!Business response
09/01/2023
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
09/08/2023
Complaint: 20553996
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
08/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I Paid my bill in full on 3/20/2023 and I continue to get money withdrawn out of my account without notification whenever they feel like they have drained my bank account twice since March 2023. I call, I show proof of payments and they just tell me the billing is wrong.Business response
08/25/2023
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
07/31/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Never getting my medication refilled correctly and impossible to get in contact with anyone to resolve it
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Contact Information
Customer Complaints Summary
71 total complaints in the last 3 years.
24 complaints closed in the last 12 months.