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:03/27/2025

  Type:Billing 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.

  My insurance has not changed, I have confirmed all information with my insurance company, and I am charged incorrectly constantly (100$+ over my copay). I love my therapist but this company has no support number, email, or reference numbers for open tickets. I feel like they are banking on people not paying attention to the over charges. I feel these are predatory practices. I want to have direct contact with the company and not the ai chat bot.

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Alma has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:02/19/2025

  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 met with my provider on 1/16/25 for one therapy session. Alma put in 4 claims to my insurance for this date. I made them aware of this issue via email with a request to rectify. I requested a call, but settled for email correspondence. I was told this would be appropriately followed up on with my insurance on 1/31/25. I followed up on 2/10/25 and had to start the email process all over again with a new customer service representative. Ive yet to have a response of substance and my insurance claims continue to show 4 claims for my 1 session, which I understand to be insurance fraud. I want this rectified as soon as possible and am frustrated that there does not seem to be any other way to get in contact with the company other than email, which has not been fruitful.

  Business Response

  Date: 03/20/2025

  Hello,
   
  We appreciate the time this client took to share their concerns. We have reviewed this case and, while we will not go into detail in order to protect their privacy and Protected Health Information, we can confirm that these claims were part of a known issue with multiple claims being submitted for the same date of service, and it was previously communicated to the client that these were in the process of being corrected on our end, and that this was an issue on the insurance payer's end. Alma correctly invoiced the client based on the payment responsibility provided by their insurance company and, after claims processing, the additional payment responsibility confirmed by their claims. The client disagrees with the delay in a resolution for this issue, which has since been corrected on our end. 
   
  In general, when our team discovers an error such as this, we work with our payer partners to come to a resolution. We sometimes do not have a resolution timeline, however, we communicate to the client what next steps to expect on our end and if any further action is needed from them.
   
  We will continue to review this clients case and share any important updates with them. We will also update our internal processes to better support clients facing confusing claims matters.
   
  Warmly, 
  The Alma Team

• Initial Complaint

  Date:02/04/2025

  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.

  Alma continues to overcharge me for mental health services despite them continue to run my insurance and find my payment responsibility at a lower payment. Their responses are untimely, if any response is given. They charge my card and then ignore my responses for a refund. This happen multiple times with little resolution.

  Business Response

  Date: 02/18/2025

  Hello,
  

  Thank you for bringing these concerns to our attention. We have reviewed your current issues outlined and we will follow up directly with you via our support team to address them. Please keep an eye out for a response from our team.  
  

  Warmly,
  The Alma Team
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  Pro tip: do not put a debit card on file with Alma for payments. Make sure it is a credit card.I have a complaint about the search function for in network providers. There are subsidiaries of *****, such as Aetna*** health, that Alma does not accept. This is not evident through their search function, because only Aetna is listed as an option to select in the drop-down menu. After searching through the *** marketplace for plans that were in network for my current Alma providers, I switched insurance to an Aetna *** health plan as those providers also showed up under the Aetna filter on Almas provider search.I switched my plan on 1/1 , and had an appointment 1/6 with my existing provider. I was automatically charged $220 because they did not take the *** health branch of Aetna. This was not evident to me, and cost me $220 out of pocket.I strongly urge Alma to add subsidiary branches of companies that they do and do not accept in the search drop down, and then make sure that it is clear that they do not accept certain subsidiaries. If they did this, it would then show upon searching for providers with ***** ********** that there would be zero provider results, and it wouldve been clear that it was not accepted by any providers on Alma. This is not appropriate to have hidden in some page on the website. This needs to be up front and center. This is not even listed on their FAQ page. The only way I found out definitively that Alma doesnt take Aetna *** Health, from a place on Almas website, is from a link sent to me by an Alma *** after I contacted them to resolve this. Alternatively, in the provider search - network selection field, putting clearly in the text beneath the search function - not sure if your network is covered? Click here to see the networks we do and do not cover hyperlinked immediately visible in the search.

  Business Response

  Date: 02/17/2025

  Hello,
  
  Thank you for taking the time to share your recent experience with your Alma provider. We want to first apologize for your experience, as we do have benchmarks in place that all Alma providers must adhere to as part of Alma integrity standards.

  
  Providers are required to request an eligibility check at least one business day prior to a session occurring. Additionally, they must inform clients of potential fees prior to a session occurring.

  
  We have reached out to the provider to remind them of these standards.

  
  Additionally, thank you for your feedback regarding the Alma provider directory search function. We will share this information with our Product Engineering team for future consideration.

  
  Warmly,
  The Alma Team
  

  
  

• Initial Complaint

  Date:12/05/2024

  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.

  Alma was overcharging me for services. They finally stopped overcharging but refuse to refund the past charges. Amount owed is $105

  Business Response

  Date: 12/19/2024

  Hi, 
  
  Thank you for reaching out to our team regarding these charges. We have reviewed this and have scheduled a call to provide an update and discuss this further. We will follow up with you and address any additional questions or concerns you may have. We will continue to review this clients case and share any important updates with them. 
  
  Warmly,
  The Alma Team
  
  

• Initial Complaint

  Date:11/26/2024

  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.

  I started therapy for my son with Alma on 9/7/2024. I provided the insurance information before the start of the sessions. I paid the $25 copay for the first session on 9/7. all of a sudden, I receive an invoice for a session on 9/30 and 10/7 (Invoice *******) for the full price without insurance. I was told by the therapist that it appears that the invoices were not submitted through insurance, which was odd because the 9/7, 9/16 and 9/23 sessions were submitted through insurance. I have emailed Alma several times with no response, the invoices remain unpaid, and I keep getting notices to pay the invoice. I am debating ending the therapy because I don't want to end up with a bill because they refuse to respond and submit through insurance.

  Business Response

  Date: 12/13/2024

  Hi, 

  We appreciate the time this client took to share their concerns. We have reviewed this case and, while we will not go into detail in order to protect their privacy and Protected Health Information, we can confirm that the client was issued a cash-pay invoice instead of having the sessions billed to their insurance. We are working with the clients provider to correct this.

  We will continue to review this clients case and share any important updates with them. We will also update our internal processes to better support clients facing confusing invoice matters. 

  Warmly, 
  The Alma Team
  

  
  

  Customer Answer

  Date: 01/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello,
  >
  > The issue is not resolved to date, the invoices are still at the incorrect price.
  >
  > It is also prevent me from paying the correct invoices because their system is totaling the payment as a lump sum.
  >
  >
  > Thanks,
  > *****

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

  Business Response

  Date: 01/21/2025

  Hi,

  
  We appreciate the time this client took to follow-up and share their concerns. We have reviewed this case and, while we will not go into detail in order to protect their privacy and Protected Health Information, we can confirm that the client’s claims have been submitted to their insurance and invoices match what their insurance has determined they owe. As of 01/06/2025, there are two outstanding invoices, each totaling $25.
  

  We will continue to review this client’s case and share any important updates with them. We will also update our internal processes to better support clients facing confusing invoice matters. 
  

  Warmly, 
  The Alma Team
  

  
  

• Initial Complaint

  Date:11/08/2024

  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 cancelled an appointment and have been charged $100 for a miss appointment. I have reached out to the provider on numerous occasions and they have dismissed my communication and efforts to obtain a refund.

  Business Response

  Date: 11/22/2024

  Hi BBB, 

  We appreciate the time this client took to share their concerns. 

  We have reviewed this case and, while we will not go into detail in order to protect their privacy and Protected Health Information, we can confirm that Alma will reach out to the client for clarification via email regarding the charge for the missed appointment and the provider using Almas platform that proceeded with that action. 

  Once the client identifies the provider, and with the clients permission, we will loop them both in the same email thread to confirm whether the appointment did/did not occur, so Alma can support in facilitating a resolution to this issue. If the provider does not reply within five (5) business days, we will escalate the matter to the appropriate Alma team to investigate this as a potential violation of Almas Integrity Standards. 

  We will continue to review this clients case and share any important updates with them. 

  
  Warmly,
  The Alma Team

  Customer Answer

  Date: 11/25/2024

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

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

  
  

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   This business has not reached out to me as they stated they would. How can I reopen this case? I have since received another $100 charge (posted today, 01/13/2025).
  
  complaint ID # ********
  
  Thanks,
  
  ******* ****
  Sincerely,
  
  ******* ****  
  
  
  
   
  

  Business Response

  Date: 01/30/2025

  We appreciate the opportunity to address this concern. Upon review, we would like to clarify that cancellation fees and charges are managed directly by the provider and fall under their practice management policies. As such, Alma does not have record of the charge and cannot intervene in matters related to fees set and processed by the provider.
  
  We made efforts to clarify the details with the client, as the email provided was not associated with an Alma account, and the specific provider was not initially identified. Once the provider was confirmed, we informed the client that they would need to follow up directly with the provider to resolve this issue.
  
  We take client feedback seriously and encourage anyone with concerns regarding charges or fees to reach out directly to the provider involved.
  
  Thank you for bringing this matter to our attention.
  
  

• Initial Complaint

  Date:07/26/2024

  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.

  Alma is a service portal for mental health providers that is not a service for me as I do not get referrals and not able to benefit for use otherwise. I attempted to cancel, but they keep charging for the service.

  Business Response

  Date: 09/10/2024

  Hi ******, 
  
  We appreciate the time you took to share your concerns.  We have reviewed this case and, without potentially exposing confidential information. We can confirm that Alma correctly invoiced the provider.
  
  The provider submitted a request to have the account paused for the following dates: 6/01/2024-7/01/2024. Since 7/01/2024, the account has been re-enabled. The provider reached back out on 7/26/2024 where they requested to cancel their membership. Our team provided them with the appropriate steps to complete this action.
  
  In general, when providers would like to cancel their membership, they would need to fill out a brief form to complete their request. The provider will then receive a confirmation email with the effective date of their cancellation. Please keep in mind that requests received after the 20th of the month will be processed for the following billing cycle.
  Since the provider reached out after the 20th, they would be responsible for their August bill, and their effective cancellation date is 9/01/2024. No refunds will be issued to this provider.
  
  We will continue to review this providers case and provide any significant updates directly to them. 
  

  Warmly, 
  The Alma Team
  

  
  

• Initial Complaint

  Date:06/26/2024

  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 charged a $154.28 randomly by Alma as they say I have a deductible. My issue is that they are charging my credit card this amount and the claim they sent my insurance has not finalized. As my Meritain Ins agrees that a practice cant charge a patient if a claim has not finalized and there shows no patient responsibility at this time. They refuse to refund my money. I already called and put in a dispute against this charge with my credit card company and I will be contacting the ************************ for a dispute as well. My insurance will be contacting them because this is not a charge for them to take as again the claim has not finalized with a patient responsibility as yet. These people have been doing this as greed. If I didnt know anything about insurance these people will be getting away with monies that is not suppose to be taken from patients. This is a disgrace as Im going to my therapist for help and not to add more stress to my life with this disgraceful matter that they feel is valid. They need to be shut down as a billing company. My therapist is asking them as well to refund the monies and they keep saying no. But my insurance has it that Im not to be charged anything until it shows as a responsibility when the claim is finalized. This claim was just received on 6/22/24 by the insurance.

  Business Response

  Date: 07/15/2024

  Hi *****, 

  We appreciate the time this client took to share their concerns. We have reviewed this case and, while we will not go into detail in order to protect their privacy and Private Health Information, we can confirm that Alma invoiced this customer correctly. ********************** correctly invoiced the client based on the payment responsibility provided by their insurance company.

  Prior to every visit, Alma uses the insurance information clients provided during the intake process to search for their insurance plan details by accessing their insurance payer portal or calling their insurance payer directly.
  
  Once our team locates their insurance plan, we search for their mental health benefits in their insurance portal to determine their estimated responsibility for each visit. From there, we communicate that estimated cost to them via email. 
  
  On 6/14, Meritain confirmed that their payment responsibility is 100% coinsurance for their sessions since they have a $5,000 deductible to meet. Based on this information, they were invoiced 100% coinsurance for their 6/19/24 invoice.
  
  The client can verify their payment responsibility for a given session by referring to their Explanation of Benefits that they will receive from their insurance for every claim filed. We submit all claims directly to their client's insurance payer, who will review the claims and process them. Please note that it typically takes ***** days for a claim to be processed by insurance.

  We will continue to review this clients case and share any important updates with them. We will also update our internal processes to better support clients facing confusing claims matters. 

  
  Warmly, 
  The Alma Team

  
  

• Initial Complaint

  Date:06/17/2024

  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.

  I have sent multiple email requests to resolve issues that Ive had multiple times regarding them charging me 100% for my doctors visit even though Ive hit my deductible theyve been made aware months ago. Even after complaining they continue to go in my account and take my money, and when I sent my explanation of benefits, all they stated was that their company meticulously checks items and that if they show something different then they will let me know even though I sent them complete proof and then they continue to send statements to my son and myself for 100% of the doctor visits even after theyve been made aware of the problem. They have no customer service youre not able to call them . The company just seems like its very scammy and does this to customers on purpose. Im stretching EOB showing they were paid for services they debuted my account for and have not given or even promised a refund for money taken. I would like my money refunded and not to be overcharged anymore

  Customer Answer

  Date: 07/12/2024

  At this time, I have been contacted directly by Alma regarding complaint ID ********, however my complaint has NOT been resolved because:

  They just keep blowing me off and telling me that its going to be here even though its been over a month. Ive attached their promise to send refund from June 18. Still nothing. They just keep responding by saying thank you for my patience and they will mail me a check first they told me it would be 5 to 10 business days,  now theyre saying 20 business days . Im pretty sure Im never going to receive it . Especially since they didnt even respond to you guys. They couldve and shouldve refunded me via debit card but they made some excuse and claimed a paper check would need to be mailed. Its been several weeks and I think at this point, its a lost cause. Just want others to be aware and hopefully can save others from being stolen from . Thanks for trying ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

  Business Response

  Date: 07/15/2024

  Hi ****,

  We appreciate the time this client took to share their concerns. We have reviewed this case and, while we will not go into detail in order to protect their privacy and Private Health Information, we can confirm that we have issued refunds to this client for the amount they were overcharged.  Alma correctly invoiced the client based on the payment responsibility provided by their insurance company and, after claims processing, found that they had already met their deductible. Since these refunds needed to be issued via paper check in this case, the timeline in which the client receives them will be longer than an electronic funds transfer.

  The client also initially reached out about only one of their accounts. While the other account was connected via the same policy, Alma considers all client accounts independent of each other for security. Once the client had followed up on behalf of the second account directly, our team was able to address their questions about their deductible status there as well. 
  In general, Almas invoices will always ultimately match a clients Explanation of Benefits. Due to the lack of visibility into a clients claims outside of Alma, were unable to confirm if a client has met their deductible until their claims process. If the amount on the returned claim does not match the initial benefits quoted, Alma supports by investigating, following up with insurance companies to confirm benefits, and communicating what we learn. 
  

  We will continue to review this clients case and share any important updates with them. We will also update our internal processes to better support clients facing confusing claims matters. 

  Warmly, 
  The Alma Team