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:07/20/2023

  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.

  After completing their online screening for an appointment, I was told halfway through the appointment that I was ineligible due to a legal technicality. Despite not being able to receive treatment, I was still billed for the services which I hadn't received. The doctor terminated the session and no real services were rendered.

  Customer Answer

  Date: 08/13/2023

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

  They believe that I received my services but I did not. They were ended by the physician in the middle of the session

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 09/11/2023

  Hello,

  Through our online assessment, we do our best to determine if Talkiatry is the right fit for your care. But the only way to determine a treatment plan is by talking with one of our psychiatrists during your session.  The consultation visit is a billable visit, even if you are referred out.  To learn more, please visit us at ****************************************************************************************************************************;

   

  Thank You, 

   

  Talkiatry! 

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising 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.

  No disclosures of cost just insurance and yes they accept.I believe online fraud has been committed.Not disclosures of cost of apt. ************** covers inappropriate med prescribed not cleared by physical! Online fraud!

  Business Response

  Date: 08/21/2023

  Hello, 

  Please reach us at ********************************** if you have any questions regarding your balance or your insurance benefits. 

• Initial Complaint

  Date:07/13/2023

  Type:Customer Service 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.

  The company promises $30.00 or less for their services. The first doctor never showed up to the appointment, if a patient does not show they charge a $150.00 fee.The rescheduled doctor did not listen to the patient and did not fill the prescription at the pharmacy, rendering the visit null. The patient was sent a bill for $400.00. We were never told that this would be the cost. They did not bill the insurance company will not return any emails.

  Business Response

  Date: 09/11/2023

  Hello, 

  The best way to get a detailed estimate of your cost is to contact your insurance company directly, since your cost will depend on the details of your coverage.
  

  For some, its just a copay. If you have an unmet deductible, it could be more.  Call the number on your insurance card and ask about your plans coverage for outpatient psychiatric services.

  For more information, visit **********************************************************************************************************;

   

  Talkiatry!

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair 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.

  This practice said it is in network with my insurance. They are saying for an office visit I have to meet my deductible before insurance will pay anything. This is not true. It is an office visit. I dont have this issue when going to a PCP for an office visit and they dont tell me my deductible hasnt been met so I have to pay the full amount. Why are they doing this?!? It shouldnt be legal.

  Customer Answer

  Date: 08/04/2023

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

  [Your Answer Here]

  They state that when they code their procedures they do so for an office visit and a procedure code. This is not right. It should be billed as an office visit seeing as how this is a tele health service. My insurance did not pay anything at all because of how things were coded with the billing department. The company says they are right and will not work with me on payments that are reasonable. I am not going to pay $50-$200 per month for something that was not billed correctly 

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 09/18/2023

  Thank you for sharing your feedback.  Your response has been shared with our billing team for further review.  If you believe you have been billed incorrectly, please feel free to request your insurer request your records to ensure that your visit was coded appropriately.  

  Customer Answer

  Date: 09/22/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ************    
  

• Initial Complaint

  Date:07/11/2023

  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 learned that Talkiatry is highly deceptive in their practice. Please see the points below:I signed up for their service. On the web site they assured me that we will check whether our services will be covered by insurance. After I submitted my card, they confirmed that my insurance covers their services I started seeing the doctor. After several visits they sent me a bill asking for the payments as according to them it was not covered by insurance. I called and cancelled the service. They said they will check with Insurance. After that they sent a bill with adjustment applied in the amount $733.65 with the total bill being $793.65 Since I did not restart the service, they sent me another bill afterwards where they had removed the adjustment and now asking me to pay the whole amount which is $793.65. Surprisingly they cancelled the provider adjustment after they had agreed. I am shocked to discover the games Talkiatry is playing with their patients. When I first signed up with Talkiatry, they said that the insurance will cover the bill. Unfortunately, later on they are stating that insurance does not cover the services . However, they deceived me into believing that insurance is covering the bill was Provider Adjusted. I called them in May asking them about it and was told not to worry as the bill has been Provider Adjusted. They have recently removed the provider adjustment and are billing the full amount. This is pure deception and downright unethical. In summary, Talkiatry has misguided me (the customer) into believing first that the insurance will cover the expenses which was not the case. Then assured me that provider (Talkiatry will adjust) which they did. Then later on the removed adjustment and now expect me to pay the full amount

  Business Response

  Date: 09/11/2023

  Hello, 

  Thank you for your feedback.  We will coordinate with our billing department and someone will be in touch with you.  If you have anything further to add, or if you would like to discuss further, please feel free to reach out to us at **********************************.  

   

  Talkiatry! 

• Initial Complaint

  Date:07/10/2023

  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 used the Talkiatry service and was matched with Dr. ************** We met on January 3rd, 2023. I have a TBI, ADHD, and those two together result in NES (non-epileptic seizures). When I met with Dr. ************** I communicated my interest in accessing medication that would help me regulate my ADHD and by doing so, would help me get a handle on the interaction between my TBI and ADHD, limiting the amount of seizures and allowing my TBI to heal at a faster rate. I was immediately treated as if I wasn't very intelligent, which was traumatic as someone who sustained a TBI in a car accident. I was refused this functional medication because I "had seizures" and I tried to inform Dr. **** of the fact my seizures are non-epileptic but she insisted on increasing depression medication instead for seizures I don't have. I was matched to this provider because it was communicated to me that the doctor would be educated on my situation but her lack of knowledge and poor bed side manner resulted in me not being provided with the service I asked for. I hung up before the session was finished and immediately communicated all of my concerns to Talkiatry. My only request is that I not be expected to pay the copay for a service I did not receive. They insisted speaking to them at all counted as a service and I am not promised quality care since I signed a waiver. I told them they billed for a full hour of care when I didn't finish the session. They said since I made it past the midway point they had every right to bill for the visit. They started to completely ignoring my calls and there is no resolution in sight. Any patient who meets with a medical professional is promised an evaluation to consider it "care" that is eligible to be billed in the state of NY. I was not provided with a viable eval and so I expect to be refunded this billing. Any other action is technically fraud through ******** and ********* I expect Talkiatry to honor the signed forms and reverse the billing.

  Business Response

  Date: 08/21/2023

  Your complaint has been forwarded to our team of coders to make sure everything is accurate and your insurance company gets all the information they need. You can also contact your insurance carrier and ask them to review your visit claim.  

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  7/10/23 Date of transaction -Lack of procedural follow through from **********************. After 10 minutes of "chat" she decided in the remaining 50 minutes she could not to the initial assessment. Not my choice to spend 10 minutes chatting instead of having the assessment. Should not be charged a fee.Called customer support several times with no resolution.

  Business Response

  Date: 08/21/2023

  We have forwarded this request to our Operations Escalations Team. They will look into this for us, and they will be in touch.  In the meantime, feel free to reach us at ******************************** if you have any further questions or concerns. 

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 scheduled a therapy appointment for a Talkiatry therapist through the ZocDoc platform. I canceled the appointment within an hour of booking via the same platform. I continued to receive appointment notifications. On May 12, 2023, I called Talkiatry directly, prior to the appointment time, and told them that the service was canceled via ZocDoc. The Talkiatry employee told me that there mustve been a technical issue, and that he would cancel and report the issue to their billing investigation department. He said it would be rectified within four weeks. I continued to receive bills for the service I didnt receive. At four weeks, I called again and was told that a complaint had been filed and that it may take up to six weeks. We are now nearing the right week ***** I continue to receive bills for the service I canceled, and I cannot speak with a supervisor or get a response to my inquiries.

• Initial Complaint

  Date:06/26/2023

  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 daughter ***************************** was charged for therapy services never given. Yes she saw psychiatrist but never went to therapy there. She goes to therapy elsewhere but Talkiatry continues to charge me even though the psychiatrist even told the billing department this didnt occur. Numerous phone calls no billing resolution

  Customer Answer

  Date: 07/21/2023

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

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

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

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called 2 weeks ago to obtain all of my medical records on file sent to my personal email and to my employers short term disability for my claim. I was told to fill out a HIPPA for short term company and 1 for myself. I received email confirmation that theyd been received. I still havent received all of my records and forms in file. I called yesterday and spoke with agent who apologized profusely and had me send ***** back in and said request would be expedited due to it not being sent and that I should have it by today. I called again today and agent says expedited request takes **** business days just like a regular request. He also said there are no managers, supervisor or team lead and no corporate office. My claim was denied due to not having my records. I now have to appeal. I need all of my medical records.