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:06/16/2023

  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.

  This is a complaint for Talkiatry re: false debt phone calls (after they confirmed in writing zero outstanding balance) &, most recently, a false charge added to a previously closed, paid-in-full bill. All bills were previously paid yet they've been spamming me w/ debt calls for the past month. I reviewed my past bill charges (reflecting full payment for all 5 appointments). I reviewed my patient portal, which showed no balance or bill due. (5/16/23) I requested more info, made a ********** ********************** confirmed no outstanding balance. The email response: "As further review, we can confirm that you here at Talkiatry are free of charge and have no pending bills, if by any chance you ge any message that declares that you owe us, disregard it." (6/8/23) The calls resumed; I immediately emailed & called. The representative said he could see bills were paid & that there was a system error causing a tag to remain on my file. He informed it would be escalated & resolved. I re-confirmed via email response (on 6/9) & received another confirmation of escalation. (6/13/23) I received another debt call. I called for update; there was none but I was assured it was marked as urgent. I felt there was no progress being made & was starting to feel bullied by the constant calls with threats of debt collections for a balance no one could explain, that I dont owe. That rep promised an email w/ next steps. Instead, I received yet a final notice email. I made a 2nd phone call; no further assistance provided. Upon ending the call & refreshing my patient portal, the billing team had added an erroneous, unexplainable charge to a previously closed, paid-in-full bill. I documented what I had, took screenshots of my paid-in-full bill, & wrote an extended email as a final request for resolution.(6/14/23) I followed up again via email. At this point it seems the billing department has stopped responding.This issue verges on fraudulent and Talkiatry needs to resolve it asap.

  Business Response

  Date: 08/21/2023

  Resolved by our billing department. 

• Initial Complaint

  Date:06/14/2023

  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.

  I had an appointment on April 20, 2023 at 8am. The psychiatrist did not show up to the appointment until ***** minutes later. After the appointment I received a bill for $100 for a no show fee because it seems like their system didn't log I was in the appointment since the psychiatrist was late. I have a screenshot of myself in the waiting room at 8:01 am - proving that I did show up and was not late nor a no-show. On April 23, I called their customer service and they put in a request with their billing department to have the fee waived since I did show up. I checked a couple weeks later and it was still unresolved. I called again and they said it would be waived shortly. On May 25, I received a letter in the mail saying that my bill is now past due even though I should have never been billed in the first place. I have emailed this company and called multiple times trying to get them to waive the $100 no-show fee since it was billed mistakenly in the first place. I have gotten no response to my inquiry from the billing department even though customer service keeps tellling me I will get one. I just want this resolved.

  Customer Answer

  Date: 07/08/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Talkiatry has been resolved. However, they did not notify or communicate with me that it had been resolved. I had to go in the account and check for myself.
  

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

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

  Business Response

  Date: 09/18/2023

  Thank you for letting us know. Let's connect and we can look into this together. Please give us a call at ************ or email us at ********************************.  

• Initial Complaint

  Date:06/12/2023

  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.

  Once again, Talkiatry billing is ignoring me. The only time ********************* finally got back to me was when I filed a complaint with the BBB. And she responded within a couple days.*** sent countless emails (over a dozen in the last month) and called several times. When **** finally got back to me 2 months ago, she said she will do a better job to respond to me. Well she hasnt. What they are good at is sending bills and threatening collections. Talkiatry is one of the worst telehealth services out there. The billing department doesnt care. Im in the process of buying a home and any issue on my credit report can deter my chances. They are unprofessional. I was on the phone today for an hour with ***************** who works at Talkiatry but its a call center offshore. He finally hung up on me because I said escalating a ticket and waiting for a response within 3 business days is not a solution. Thats all they ever say. And no one calls you back.I have started reaching out to their staff on LinkedIn. To see if they can help me resolve my issue. *********************, you are UNPROFESSIONAL!!!! And you shouldnt be in your job.

  Business Response

  Date: 06/12/2023

  Hi ******** 

  I see that you have had bi-directional communication with **** and ******* several times regarding your concerns.  Please note, **** has escalated this concern to her manager to see if anything further can be offered.  If you have anything further to add, please feel free to continue emailing **** at ********************************** and putting ATTN: ****.  

  Best, 

  ****** *

  Director of Patient Experience

   

• Initial Complaint

  Date:06/12/2023

  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.

  My child saw a provider on 7/27, 8/24, 9/7, and 10/5 for the same visit types. The 7/27 claim processed with a plan discount and I paid the remaining balance. The 8/24 and 10/5 claims initially processed with the same plan discount and I paid the remaining balance on 10/9 and 11/10 respectively. The 9/7 claim did not process with any discount and I paid the full amount. As if 11/10, my account was up to date and paid in full. On 5/10/23 I received an email that my account balance was about to get transferred to collections if not paid. This was the first notification that any new balance was remaining. I called Talkiatry to understand why there was a new balance, and by 5/12/23 they had already sent the balance to collections. They only gave me 2 days notice to pay a balance before sending to collections and they will not pull it back from collections despite this. I have contacted customer service many times and they have refused to answer any of my questions and just keep giving canned responses. They are saying the balance is due to my deductible, but if that was the case the charge for 7/27 would be the full amount as well, as insurance plan did not change. I discussed with ****** **** and they suggested Talkiatry call their benefit customer relations department, but they refuse to do so. They have since adjusted the 10/5 balance on my account and it shows paid in full, no amount due, yet collections still has this balance and they will not pull it back from collections. All of these visits should be the same charge and there should not be a balance in collections when I was only given 2 days to pay. I have called and messaged with many representatives and no one can answer questions or help resolve the issue.

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising 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.

  On 3/30/2023, I scheduled a virtual appointment with Talkiatry on 4/11/2023. I received an email same day advising that the last step before my appt was for them to confirm my appointment and that they would notify me via email once it had been done. That never happened. I assumed no email meant no appointment. On 4/11/2023, I did not receive any information regarding my appointment , a reminder, or a link for the virtual appointment. I received a bill for the missed appointment on 4/18/23, even though they never finalized the appointment by verifying my insurance or notifying me as my email stated on 3/30. I have called several times to have them rectify as well as sent emails. On 5/19, i received an email stating they were processing my request to correct it but nothing after. I continue to get harassing text messages in regard to the bill but they havent done anything on their end. It has caused emotional distress to say the least.

• Initial Complaint

  Date:05/25/2023

  Type:Billing 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 virtual psychiatric evaluation for 11/1/22 through Talkiatry. On 10/31/22, I received an email that confirmed that they take my health insurance (I am covered under the ***** *** network administered by ****************************) and that it is active. I began receiving bills via email and mail for $384.97. I reached out to Talkiatry multiple times to request that Talkiatry file a claim with my health insurance so that it can be partially covered. Talkiatry continues to state that my health insurance is inactive even though it is not. I have used my health insurance successfully with multiple other providers since November 2022. I am repeatedly told that they will forward my insurance information to the billing department, but they still have not filed a claim with my insurance. I have requested multiple times to speak to a manager to escalate my complaint but they have refused. I have mailed Talkiatry a form from my health insurance so that they can pay them directly but nothing has happened. Talkiatry has now sent the bill to a collections agency. I am requesting BBB's help to have Talkiatry's billing department file a claim with **************************** (which administers coverage for ***** PPO plans) and withdraw the bill from collections.

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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.

  Talkiatry Holdings LLC mistakenly billed me as out of network. I called on April 19th, 2023 and confirmed they were re-billing the correct amount to be paid to the facility. I have already paid $659 to a debt collector agency sent from Talkiatry ************* I am requesting a written investigation of the issue, and on May 15, 2023 requested a second investigation by ***** in the problem with the billing structure. On May 16, 2023, I checked the Talkiatry portal again and found that it was still listed as "in network". Talkiatry Holdings LLC continues to with hold all re-processed bills for the next 4-6 weeks as that is the processing time. Talkiatry never sent Cigna the unpaid bills and sent them directly to the debt collection agency, this is illegal and denies healthcare trusted provider agreements.

• Initial Complaint

  Date:05/18/2023

  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 am being scammed by a previous online psychiatric office, Talkiatry. A therapy visit from 8/1/2022 that was not covered by insurance at the time, which I paid in full. Ive been receiving duplicate bills requesting that I pay more moneybut even on the bill itself it shows the total amount charged and shows that I paid that full amount already, but they keep demanding more money. The total was $94.73 they are sending bills for another $69.73 I looked into their business and there are tons of complaints about them doing the same scamming practices on other patients, on your website BBB and others. I tried speaking to Talkiatry on the phone extension for billing, I was told it was a customer service department and there was no way for me to reach the billing department, no direct phone number or email or contact that could be given me, which is too convenient for a company that makes a business of scamming patients. The customer service agent admitted on the phone to me that this was a Talkiatry mistake, I already paid the bill in full, and that I was incorrectly being charged again. I confirmed this multiple times with her. She said there was nothing they could do about it and I would have to wait for the billing department to address it. She created a ticket for billing but said it would take 4-6 weeks for any person from billing to look at the ticket [which is not how medical billing offices work. I am a healthcare provider]. She was also trying to tell me that it would not be sent to collections until August, but 5/16/2023 I was contacted multiple times by debt collectors about this bill that is entirely false. I was not allowed to speak to a supervisor or any human being that works in billing and the person on the phone had nothing to say about this false bill being in collections. This has gone on for far too long, and I cannot have this reflect on me that I did not pay a debt collector when I do not owe this scamming practice a cent. Please help me

• Initial Complaint

  Date:05/15/2023

  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.

  Talkiatry billing services I feel are intentionally difficult to resolve. I have insurance and it was used this year. So why when I booked a new appointment did they not charge my insurance first? So now after I called their service line and they remark yes you have insurance it was not billed like other times why am I getting bill notifications without the adjust after insurance paid amount deducted? They literally do not care. Their operations are intentionally sloppy and meant to bilk you out of as much money as possible. I had an earlier issue too where I CANCELLED on their website (like they prefer you to) and no one cancelled the appt on their side even though I cancelled 3 days in advance....still got billed and paid. Honestly, their practices are intentionally unethical - intentional incompetence.

  Business Response

  Date: 07/13/2023

  Hello, 

  Per our correspondence on May 16, 2023, our billing team verified that the balance that you referenced for date of  04/03/2023 $217.62 is patients responsibility as it was processed as in network and applied to your deductible that was unmet at the time of service.  Per your contract with your insurer, your deductible is the minimum amount you need to pay towards your care before your insurer starts covering your costs.  To learn more about deductibles, you can visit us at **************************************************************** or contact your insurer.  

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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've had numerous billing and scheduling issues with this company that they are unable to resolve in a timely manner. They have charged me twice for missing appointments which I had canceled the appointment ahead of time. They won't let you cancel online, they make you call in, then you don't receive any notification if the agent actually put in the cancelation, or if the appointment has been actually cancelled. In addition, when they give you appointments or reminders, they always do it in the wrong time zone. On top of that, when you call in to get things fixed you get assured you will not be billed but then they say resolution will take 4-6 weeks! Then they never contact you, just send the same bill twice a week.