ComplaintsforMinded, Inc.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  awful service - they continued to charge me for 2 months with out ANY outreach whatsoever. No emails, texts nothing. Then finally in month 3, I asked to be removed from their portal (looking at my bill), they refund me and then charge me again two days later? Oh, and there is absolutely zero access to the portal for the first few weeks of march because you know "it was down" - what is this a college kids project? You're dealing with peoples mental health here. Also, customer service on the phone was totally unhelpful, said they would call me back - never called back - finally responded to my email 8 days later with a "we cant help you" - what about saying they will refund me and then charging the same amount back 3 days later is this?

  Business response

  04/07/2023

  This person signed up for our service and did not schedule an appointment. We reached out a couple times to let them know that they could schedule and no steps were taken to do so. Then when they reached out to request a refund we did refund for the most recent payment but the customer complained even about that as the posting of the refund in their bank account was misconstrued as another charge. We will not be providing additional refunds for months of a subscription that you signed up for but did not utilize. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed for minded. I had one initial meeting with a subscriber, where frankly they pushed a lot of medications. I scheduled a follow-up, the subscriber did not show up for over an hour of waiting. I understand things happen (even though I subscribed to get mental health help and this severely caused anxiety) so I rescheduled for another appointment and again the provider was a no show. There were no other providers available for weeks, and no other options were provided. I contacted customer service to get another provider soon as I paid for service for a month and received no service and they made my mental health worse. I requested a refund and was refused, and only offered a reschedule and for my mental health this is very much not an appropriate remedy. Based on their lack of honoring their subscription service nor providing an adequate remedy. I would like my monthly fee refunded and believe minded pushes medication as the remedy.

  Business response

  11/07/2022

  Minded is a subscription service that is charged monthly which includes appointments and messaging with our team, in both instances of issues with our team there appears to be a disconnect as our provider noted this person as a no show. While we have offered continued service and help scheduling additional appointments the only remediation that was acceptable was a refund which we cannot offer as they have been scheduled and utilized our provider time twice in the current billing period. 

  Customer response

  11/08/2022

  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:

  The response by Minded is factually inaccurate. I had one appointment with the provider where the provider actually showed up and provided the service. Even in the initial meeting, my provider was over 30 minutes late, with no notification. I understand things happen, but this app is for mental health and this certainly causes increased anxiety and panics. The provider apologized and I asked for notification in the future if the time would be delayed for my mental health. On my second scheduled meeting, I was online and present for over an hour waiting. My provider did not show up, so I immediately contacted customer service and their messaging system has record of this. Because their software showed no available time slots, they rescheduled for me. During the rescheduled time again, I logged in and waited over an hour, to which the provider did not again show up. The fact that customer service says I was a no show just because the provider lists that when there was immediate documentation of me reaching out to customer service shows that they truly are not even looking at the facts and want this to go away without rectifying the situation and instead of helping someones mental health, making it far far easier by not acknowledging that there were not notifications nor provider timeliness which is quite negligent for a mental health application that prescribes medications. This answer is wholly unacceptable and all the customer service was quite rude and unhelpful. Again, for a mental health app, I feel this is negligent behavior. Their facts are wrong. The disconnect is that their provider listed me as a no show because they were over an hour late on two occasions, and I only had one appointment where I actually received service. I think the remedy of continued service is inadequate since the service rendered with ample time to remedy behavior was unacceptable and negligent. anything other than a refund, an apology, and fixing notifications for late providers and having a verification of attendance is inadequate to remedy their very flawed and frankly dangerous business practices. I reached out for help, and instead of receiving help and compassion, I received a deceitful and rude business that made my mental health worse.

   

   

   

   

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

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

  Business response

  11/17/2022

  Our customer service representative was apologetic that we were unable to connect with and in both instances of outreach we tried to work to get rescheduled expediently. As we have tried to reconcile and the only thing that was acceptable was a refund, which we cannot issue as our provider time was utilized, there is no other response we can give. 

  Customer response

  11/18/2022

  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:

  The providers time was not used. The customer service was not expedient nor apologetic. I do not accept the remedies and they are wholly inadequate for services not rendered and actually inflicting additional issues through negligent behavior. Anything but a refund is inadequate, and frankly the bare minimum. There is no focus on mental health at all. I would be happy to bring a full negligence or intentional claim forward since I am an attorney. I was hoping to avoid that since I asked for a simple remedy, but with no accountability, those will be the likely next steps if there is no refund. Their business practices should be examined and I am sure others have been impacted and maybe it is a class action.

   

   

   

   

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

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the $10 introductory fee. I had a consult and everything went fine. She ordered my mediation for me since my other doctor retired. I received a phone call that my old doctor is coming out of retirement so that same day I canceled my membership. I then received an email that the medication Ive been taking for years and they just prescribed they are not able to prescribe anymore. I had already canceled so it didnt matter. They have charged me twice at $65 a month before I realized I was being charged. Even after I talked to them and cut my card off with the bank they tried to charge it again. Their response was that they can prescribe other meditations instead. I cancelled my subscription the day I had the consultation. I should have never been charged $65 a month for a service I never used and they cant prescribe. I asked multiple times for a refund but I we told no. It takes them days to respond to a simple email and they are refusing to refund my money.

  Business response

  07/28/2022

  This customer signed up for a subscription service and was charged monthly for that service as is outlined in our Terms and Conditions. There is no record of them cancelling or requesting to cancel as noted in the customer interactions and subscription event history that has been attached here for review. They wrote in requesting to cancel and to receive a refund on July 18th for payments taken on June 18th and May 18th. 

  Customer response

  08/02/2022

  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:

  [Your Answer Here]

   I canceled the day I signed up for $10. I later received an email that the medication I take is not even prescribed by your company. I have told the representative multiple times I canceled the exact same day I signed up. I didnt realize until two months in I was still being charged. I never used the service after the first day so its wrong to take my money.when I call nobody ever answers and it takes days to get an email response. Ive asked to speak to a manager multiple times and was denied. This company is supposed to help with mental health. Ive been under so much stress from these charges. They are making my anxiety and depression worse over this. Ive even had to call the suicide hotline. I have literally cried so much over these charges. I am a single mom and my insurance doesnt cover this. $65 a month for two months may be nothing to them but its a lot for me. It would be different if I used the services but I canceled the subscription that day and never used them. Ive never dealt with a company like this before who is very unwilling to help. Its really sad.

   

   

   

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

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

  Business response

  08/16/2022

  This case was responded to in proper manner. Per our website www.tryminded.com in the *** section; under payments; What if I want to cancel my membership? It states "Reach out to us via our secure messaging portal, or at ************************************** and someone will get back to you within 24 hours." I have attached all history of communications with member. There was no request to cancel until July 18th.Furthermore we have a 5 day refund window. The last charge this member had was June 18th 2022. Cancellation was requested through the appropriate channels as of July 18th 2022. 

  Customer response

  08/17/2022

  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:

  [Your Answer Here]

   

   As I have stated before I canceled after I had the consult with the doctor that I was charged $10 for. I verbally told her when I had my appointment. I dont understand why you want to continue to keep my money. You charged me months of me not using the services. You cant even prescribe my medication anymore so why would I use the services? You have drained my FSA account thats the only reason I realized I was still being charged. I was then unable to buy my medications because my FSA account was empty. If I didnt use your services why do you feel entitled to my money that I worked for? You have done nothing for me at all. I didnt use the services not even once (past the $10 initial charge that I paid for). What a terrible  company to want to continue to keep somebodys money after clearly seeing they didnt use the services.  

   

   

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

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

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