ComplaintsforMindPath Health

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I Paid my bill in full on 3/20/2023 and I continue to get money withdrawn out of my account without notification whenever they feel like they have drained my bank account twice since March 2023.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

  More info

  Never getting my medication refilled correctly and impossible to get in contact with anyone to resolve it

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We received a diagnosis in 2022 and were having med checks every 6 weeks. In Jan 2023 and March 2023, we received two charges instead of the typical one. I have been fighting this extra charge battle ever since our March bill. I was told that it was coded for a med check AND therapy services. We received no therapy at our 10 minute virtual appointments. I was told this has been escalated to the highest powers, and they will not adjust our bill and frankly didnt care that we did not receive the services because this is the coding the doctor put and it was a done deal. I sat with my daughter at each of these two virtual appointments so I was aware of what occurred. We were charged $800 for a doctor to log into a computer twice to ask how her meds were. Each time we saw no change and it was see ya next time. The appointments were about 10 minutes each. Again, no therapy given. Im livid that Mindpath would not fix the extra therapy charge. For anyone reading this, please do research on this place. They are incredibly difficult to reach and wouldnt let me talk to anyone in power about billing. I could only pass along messages. The services were not what we expected. Meds never worked and the doctor just kept stringing us along for more visits it felt like. I repeat.. charged for therapy that was never received.. and after calling for MONTHS, no one will fix this and I was told that I should just use a payment plan and it should be fine.

  Business response

  06/21/2023

  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

  06/21/2023

   
  Complaint: 20214132
  
  I am rejecting this response because: I had already submitted a report before submitting this complaint and it doesn't appear you checked your system/logs before responding to this complaint thread. In addition, when I call, I am on hold for 30+ minutes at least. Twice it was well over an hour and then the line disconnected. I have called 12+ times in the last 3 months to no avail. When I am able to get hold of a REAL person, I am told that they cannot help me and that a supervisor will call me back. No one EVER calls back. Both my husband and I have tried calling separately many, many times. We have tried emailing but our emails bounce back. Communication has been near impossible. Because I have submitted a report already, what are next steps? 
  
  Sincerely,
  
  B *******

  Customer response

  06/21/2023

   
  Complaint: 20214132
  
  I am rejecting this response because: I had already submitted a report before submitting this complaint and it doesn't appear you checked your system/logs before responding to this complaint thread. In addition, when I call, I am on hold for 30+ minutes at least. Twice it was well over an hour and then the line disconnected. I have called 12+ times in the last 3 months to no avail. When I am able to get hold of a REAL person, I am told that they cannot help me and that a supervisor will call me back. No one EVER calls back. Both my husband and I have tried calling separately many, many times. We have tried emailing but our emails bounce back. Communication has been near impossible. Because I have submitted a report already, what are next steps? 
  
  Sincerely,
  
  B *******

  Business response

  07/31/2023

  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

  08/01/2023

   
  Complaint: 20214132
  
  I am rejecting this response because I have called this number and others already numerous times. In addition, I have already submitted multiple complaints to mindpathsupport.ethicspoint.com and got no where. With Mindpath following up with this response, it is clear they do not even keep up with records as they should have my multiple call logs AND ethics reports on file otherwise. 
  
  Sincerely,
  
  BR

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In October 2021 I reached out to Mindpath to setup Telehealth/Virtual counseling for PTSD and related symptoms. I was quickly scheduled with a provider who I genuinely enjoyed working with. I knew that I was going to have co-pays billed. I added a payment method to my account to make things easier. I was rarely, if ever, billed for a single visit, but for 3 to 4 at a time. That is a much larger number! Then there would be weeks or months of no updated billing. If I had not been in such serious need of mental health counseling I would I have quit earlier. I called and called. Messages would be left for the billing department, I would send emails, my therapist would send emails with me copied. Nothing. Responses would take further weeks or months. Twice I was able to get a payment plan setup. twice; because Mindpath would somehow for some reason cease that process. I have not seen a Mindpath therapist for months (mine left for a host of reasons- this was/is a very conscientious therapist) and I have no intention of ever working with this group again. But, because of their billing processes, or lack thereof, and my need for therapy, I have nearly $1,000 bill to deal with. And the payment plan has stopped processing for reasons no one can explain. Mostly because they don't respond to emails, nor do they return phone calls. But man do they send out texts and emails letting me know that my account is past due.Do not use this group. Even if you are dealing with trauma. It will only get worse with them.

  Business response

  06/14/2023

  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

  06/14/2023

   
  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. I will follow up with the company via the number provided.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In Dec or Nov of 2022 I called to make an appointment for Jan 2023. I was informed by the person booking my appointment that Mindpath once again was taking my Health Insurance, He put me on hold and asked a manager and **nfirmed this. In ***** attended the telehealth appointment. I paid a ** pay. At no time was I told that I was not **vered by insurance. I was never told how much the appointment would be, in booking or the day of the visit, other than the ** pay I would need to pay. I scheduled another appointment. I was once again not told that I would need to pay cash OR how much for this next appointment.Days later I was **ntacted by a man who said he was calling to let me know I was not **vered by insurance. I said for my recent last appointment I was advised I was and that was my understanding.I had to ask him how much the next appointment would be. It was in the $300 range. Later that day I received notification that my next appt was CXL for no reason. I called back and asked for the manager of the ************* Explained the issue, as I needed to reschedule. She advised me that the NEXT appointment was about $400 ish. In the meantime I called the patient advocate with ** called ************** Asked her to look into this Jan 17th billing issue . I never heard back. I went to the May appt but the front desk did not know how much to charge me, I told them I was cash. I **ntacted ***** again 5/22 and asked what Cash paying Patients have to pay and she was not sure either, but in 2023 it can be as low as 166 *** in 300 depending on how much time the dr has to spend with you. He spent 15 mins with me I received a bill today 5/23 from **, charging me $475 for Jan 17. A charge I was not expecting when I saw the dr on 1/17 and the amount kept changing depending on who I talked to afterwards. It was their mistake AND I should have been informed of the amount BEFORE the appointment.Also Its clear that they do give Cash Paying Customers different $s

  Business response

  06/05/2023

  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

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The complaint involves ********************************* at **************************************** with their front desk number being **************.I take ADHD medication which requires a psychiatrist to prescribe. I was on antidepressants as well, but due to continuing bad reactions which resulted in me losing control of my thoughts and emotion pushing me into quit 4 different jobs.Prior to seeing her i saw someone else who recently retired which i won't mention because they were a great doctor who listened. I mentioned to my previous doctor that ADHD and bipolar disorder are easily misdiagnosed and maybe that was the problem. To which, he responded by saying "maybe it's hard to really tell". All because of that one sentence she is convinced i am bipolar. Then forced me to take both antidepressants and mood stabilizers to which i refused.My last appointment with her she was forcing me to go back on anti depressants that literally made me want to kill myself, to which i refused as well as mood stabilizers. Upon hearing this she now refuses to see me and on top of it all refused to clear me for DOT certification. Which she said she would clear me for in my appointment, but then went back on what she said and refused to do so today. I'm no longer depressed and never show signs of bipolar disorder. I originally said i was depressed due to my first ever death of a loved one. I'm grieved and recovered since then. It's incredible unprofessional to refuse treatment due to me not wanting to go back on the medication that made me want to kill myself. As well as refusing to clear me for DOT certification which i desperately need in order to get my life back in order. I needed a DOT certification in order to get my CDL which i would have begun classes on 5/22/2023. Which now i can't attended.

  Business response

  05/30/2023

  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

  05/30/2023

   
  Complaint: 20077597
  
  I am rejecting this response because: When i was filing the complaint the actions listed didn't seem to fit anything i actually wanted to file. When it happened i couldn't reach anyone who actually could help me. I was told the phone answering companies building manager would contact me. This person had nothing to do with managing or disciplining the psychiatrist. Has i stated in the original complaint I was being forced onto a medication which had already produced a "negative reaction" is highly unprofessional and negligent. Yes, i was recommended to also go on mood stabilizers with this previous medication, but i simply couldn't risk a repeat of the bad reaction. I was repeatedly told i was bipolar when no other doctor has ever suggested such. The only reason it was suggested that i was bipolar was from me telling a previous doctor that ADHD and bipolar can often be hard to tell from one another. Manic episodes i disclosed to my previous doctor were caused by the negative reaction to antidepressants. My previous doctor never said i was bipolar and mostly disregarded it because i was emotionally stable without it and then recognized the manic episodes were due to the antidepressants. So, then he took me off them and i tried another which also had a bad reaction. 

  I stopped taking antidepressants 3-4 months ago and my symptoms have dramatically been reduced. I only take adderall now and i feel that is enough, but since it is a controlled substance i'm scared to mention this to doctors. It's already difficult and expensive to maintain this. Whilst being told to just to drink coffee and have better self-discipline. With one doctor, not mentioned told me "I have another patient with ADHD they don't take medicine and are fine" before refusing to prescribe. 
  

  I would like to change my response to the action taken. A refund of services/debt cleared would be prefered. If not, then disciplinary actions would be satisfactory. Now i fear i can no longer trust my doctors with my private thoughts, feelings, and opinions. When the opposite is required when discussing matters such as depression and anxiety. I may have vented here some, but i do so in the hopes to explain the frustration and discrimination one may receive when dealing with ADHD. 
  
  Sincerely,
  
  *************************

  Business response

  05/31/2023

  Thank you again for your response. We want to help. The best way for us to do that is for you to submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $545 for two telehealth visits, during which the doctor entirely disregarded my concerns and refused to provide me the treatment I requested. At the end of our first hourlong appointment, which Id gone into explicitly stating that I was interested in medication management, he refused to give me a prescription due to insufficient information even though we spent an hour talking. The same thing happened the second time. I am requesting an adjustment to my bill as I did not receive services as promised.

  Business response

  04/21/2023

  Hello , and thanks for bringing this to our attention. That sounds incredibly frustrating. Please give us a chance to sort this out. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The point of my appointment with mindpath was to get a prescription i need for my mental health. When I went to the pharmacy to get prescription I was told they have been out of this medication for over a year and that the doctor should have known. Then, I got the bill for my ********************************************************** I simply told him what I already and have been taking for years. I got hit with a bill over $250 more than my previous visit with this same doctor. This was never disclosed to me that the cost went up. I simply do not have the finances to spend this much on a visit. At the end of this I have no medication and a bill for $350 ($250 with insurance.)I contacted customer service as soon as I got the bill, this is now about 3-4 months ago. The lady I spoke to said she would put a dispute in the system. She said I would hear from someone in a week. 2 weeks later with no answers, I sent a message through the message center. The lady who answered said that a dispute had been filed and I would hear once it has been processed. Flash forward to 2 weeks ago I call customer service and the lady tells me a dispute was never filed from what she sees. She said she would escalate this case to a supervisor and I would hear in a week (again.) It has now been longer than this and I still am getting pinged to pay this bill. I do not have medication needed. I am beyond appalled at the lack of customer service from this company and empty promises. I refuse to pay a bill for a visit who's sole purpose was to get medication and 5 months later I still don't have it. In addition to this I have been giving the run around from every person at this company I have spoken to. From doctor visit to this the lack of attention and care has only furthered my conditions symptoms. Please address and resolve this.

  Business response

  04/21/2023

  Hello and thank you for reaching out. We are sorry to hear you had this experience and would love the opportunity to make it right. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

  Customer response

  04/24/2023

   
  Complaint: 19910190
  
  I am rejecting this response because:

  I have called and emailed your company for over 5 months now without an appropriate response. I have been lied to and promised I would hear back and have never gotten a message. I was told my case was escalated and I would hear from a supervisor in less than a week, and this also never happened. Please resolve this here or call me to resolve this matter at once.

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

  Business response

  04/25/2023

  We are sorry to hear that our previous response did not suffice. If you have not reported this complaint or concern to our team please do so by submitting a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing Issues with company. As required by Mindpath, I set up a patient portal in July 2022 for my account and put a credit card on file to pay for my charges. Automated payments were being processed, but stopped around 8/18/22. I called accounting & was told it had something to do with my new address change. So accounting removed my card on file & re-entered it back into the *********** account was brought up to date by $120 payment on 9/26/22. One automatic payment process afterwards on 11/14/22. I called accounting & my therapist also sent them messages. On 12/12/22 I made another $120 payment to bring my account up to date. Automatic payments started again until 1/9/23, stopped until 2/7/23, stopped again 2/10/23 & picked up again on 3/4/23. I am now told my account is $90 behind. I have requested to speak to a supervisor & receive a copy of all my transactions. After waiting almost 2 weeks for a return call, I called back twice & was emailed 2 payment receipt statements. Billing dates and payment dates dont match so that they can be verified with my bank statements. No one can explain why my account is behind, although I have been given a couple different reasons. I shouldnt be expected to pay a bill no one can explain. Next they will be sending my account to the ************* for delinquent payments. No company should be allowed to operate in this manner. Evidently, they dont have a good accounting system, billing department and they definitely dont have enough staff to support their customers when it takes up to 2 weeks to get a return call. My therapist, *********************** is great, but the undue stress of paying my bill & keeping my account current greatly reduces the benefits of my therapy. I need to resolve this billing issue so I can find another service provider.

  Business response

  03/24/2023

  Our team has attempted to contact you via our online portal to help resolve your issue. If you have any further billing questions, please visit mindpath.com/current-patients and select your state for a number to call in your area. 

  Customer response

  03/28/2023

   
  Complaint: 19591299
  
  I am rejecting this response because:  I have made numerous calls to billing with unsuccessful resolution of my issue.  I have requested twice for a call back from a Manager/Supervisor. The 1st request was approximately a month ago and most recently within ******* 2 weeks.  To date, I have never received a call back.  I am not in the business of doing communication by emails and the like when there is an issue and a human cant be bothered to have verbal contact with the customer.  This company lacks professionalism and has extremely poor customer service.
  
  Sincerely,
  
  *******************

  Business response

  07/31/2023

  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

  08/01/2023

   
  Complaint: 19591299
  
  I am rejecting this response because:  they tend to try to do all their interaction with customers via online and all issues cant be handled without actual conversations.  I paid my bill online myself and removed my bank card info because they were not automatically drafted my payments.  Since doing that I continuously receive automated messages requesting me to put my bankcard information on file, which I will not do.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January 2022, my son had a virtual visit with a Mindpath Health therapist. We were directed to Mindpath Health through our insurance company, Florida Blue. He had one follow up telehealth visit but decided that virtual therapy was not helpful for him. *********** Blue copay for specialist visits (including mental health) was $60. Insurance and payment information was provided, but a year later, I began receiving bills for $194. The bill indicates the visits were charged as "self pay" and were not processed through insurance. At first, I called the Billing Questions number provided on the bill. When I finally got through, I was told it would be re-submitted for processing through the insurance company. The next month, I received another identical bill. (image provided) I called again (letting it ring for an hour) and was told it would be re-submitted again. When I got the next identical bill, I logged in to the Mindpath Health online portal. On the portal, my balance appears as zero (image provided). I sent an inquiry through the portal to fix the billing issue. (image provided) When I finally received a response, I was told it had been submitted to Florida Blue but denied because my son wasn't covered. I replied that it makes no sense since his other mental health bills were covered. Additionally, when I look at the claims on the Florida Blue portal, there are no claims submitted by Mindpath Health or the therapist he saw. I provided the member number again, but I have not received any response despite submitting my reply twice. My next step will be to file a claim under the ***** and ******* Fair Collections Practices Act because I am hoping that their legal department will be more responsive.

  Business response

  03/09/2023

  Hello and thank you for reaching out. We are sorry to hear you had this experience and would love the opportunity to make it right. We have contacted our billing department and alerted them to your complaint. If there is anything else you would like to report, to protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

  Customer response

  03/12/2023

   
  Complaint: 19554333
  
  I am rejecting this response because:

  I just received another bill by mail for the same services in the same amount indicating "self-pay." I want evidence that the insurance company was billed properly.
  
  Sincerely,
  
  ***********************

  Business response

  03/14/2023

  Hello and thank you for letting us know about this. We are sorry our previous response did not suffice. To protect your privacy, we have contacted our billing team to reach out to you directly. Please give us 3-4 business days to address your concern.  If you want to escalate this further, please submit a report to us at mindpathsupport.ethicspoint.com or call ************. 

*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. ↩