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:05/12/2023

  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 am a weekly patient of talkiatry and i recently went to go pay my bill and i was advised by the website my balance was sent to collections. I owe $25 from a visit on april 17th 2023 and its only may 11th. Additionally the only reason i didnt settle that balance earlier was because they hadnt updated my insurance info so it was too much money, i gave them new insurance and it was applied but i wasnt given a notification it had been updated so i went in on my own volition and thats when i saw this info. I called and they said its unusual and they will follow up but im quite upset considering i pay my bills on time and now i cant even pay my $25 balance because its in collections and they couldnt tell me what collection agency. My credit report doesnt have it listed yet either. If this hits my credit report i will be pretty angry.I added screenshots of what i see. The balances that have a thru then are saying **** due. So despite it saying sent to collections, they sent it to collections as $**** and the only one not paid is listed at the top as $25

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service 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.

  I began signing up to see the services of Talkiatry. I did not finish signing up after reaching the end showing availability and pricing whoch was not detailed up front. I then just left the sign without actuall signing up and not i am getting a 100 dollar no show bill that i never signed in agreement to pay.

  Customer Answer

  Date: 05/06/2023

  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:04/18/2023

  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 have been using this company for mental health services. I had given them a NEW insurance card in March but they are not billing my NEW insurance, but only billing my OLD insurance which isnt paying and then sending me a full bill from my appointment which is over $250. I cannot afford to pay for insurance through my employer and not use it. I have contacted this company about 5 plus time now for them to bill my insurance, but they continue to ignore my request to **** the correct insurance company and sending me the full bill. Also, if they could send me the bill in the mail with an explanation of services, I could perhaps send the bill to my insurance company myself.

  Business Response

  Date: 05/17/2023

  Hello, 

  Your feedback is being reviewed by our billing team.  They will be in touch with you to resolve.  

• Initial Complaint

  Date:04/17/2023

  Type:Product 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 had an appointment scheduled for Wednesday April 12 at 3pm. I received you text message and email reminders of the appointment saying to login to the waiting room 15 minutes early. At 2:45 I attempted to login to my appointment on the Healow app (which was suggested to be downloaded each time I accessed their website). There were a number of questions I had to answer before I was able to enter the waiting room. I completed the questionnaire and was attempting to enter the waiting room on the app at 2:50pm. The app said there was an issue containing Talkiatrys server. Since I was unsure of it I was in the waiting room or not, I clicked the link in the text message I received. This again asked me to complete the same questionnaire I already completed. I rushed through it and was in the virtual waiting room on my web browser at 2:52pm. I waited and waited and at 3:10pm just as I was looking to see what happens if your doctor missed your appointment, I got a call from a Talkiatry receptionist. She said I wasnt showing that I was checked in despite the fact that I was looking at a page saying you are in the virtual waiting room your provider will be with you shortly. I told her this and she sent me another text message link. I again completed the questionnaire while on speaker phone and was once again directed to the virtual waiting room. She advised I was still not showing up. So she sent me an email which again directed me to the questionnaire and virtual waiting room. At this point is was 3:18pm and she told me since it was late I would have to reschedule. I was then billed a $100 no show fee despite the fact that i showed up and sat in various virtual wait rooms for over half an hour. On top of this they didnt have another appt available for a month which seems ineffective for a company claiming to care about their patients mental health.

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Talkiatry Management Services, LLC regarding complaint ID ********. I contacted them again on 5/7/23 but have received no response and my ******************* reflects the $100 fee I shouldnt be charged. 
  
  

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

  
  

• Initial Complaint

  Date:04/13/2023

  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.

  In early January 2023 I reached out to Talkiatry for telehealth. I provided them with my insurance prior to my first appointment on 1/6. I had my 1st appt on 1/10 between January 10, 2023, and March 8, 2023 I had 4 appointments. During this entire time, I kept asking them about my insurance, letting them know that I didnt see any bills/claims and why wasnt there a copay. They kept telling me claims take ***** days. I was reassured every call time and time again that my insurance was covered and that everything was in-network. I repeatedly checked my patient portal still no billing information. Finally closer to my last appointment, I noticed that they had the wrong insurance information in there suddenly. I had provided pictures of my insurance front and back & they kept telling me that all services were covered. Finally, I called my insurance and they called Talkiatry to say my provider was out of network. Then Talkiatry insisted that they would resubmit the claim so my insurance would cover it as in-network. Today, after 6 weeks, Talkiatry emails me a bill of over $1067 for 4 visits. This is unethical, fraudulent and the worst customer service I have ever experienced in my life. Ive been waiting for claims to be re-processed and now I get stuck with a bill? I even told them I would report them to the Better Business Bureau in hopes that they would call me to sort it out & that no one else is misled and lied to to get scammed for money when theyre seeking help/evaluation. Its absolutely detestable, but what I do know is that I will not stop until they stop duping patients for money. The lack of accountability is so reprehensible. I even emailed my provider but all he said is that he would email billing. I should not be held completely responsible for such a grave oversight. In addition, while I was told to continue waiting for insurance to process claims, a billing representative told me my copay was $40 so how do I owe $1067? To Date no calls about this!

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Talkiatry Management Services, LLC regarding complaint ID ********. They just keep sending me bills to pay. No response to reaching a mutual agreement on reducing bill due to their oversight, miscommunication and misleading tactics. 
  
  Sincerely,
  
  *****************
  

• Initial Complaint

  Date:04/11/2023

  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 was charged for a visit in conjunction with an initial evaluation, however, no treatment was rendered. No medication was prescribed. Provider told me he would NOT be able to treat me. No explanation was given. Provider transferred my care to another provider. I did not see the other provider for care.

  Business Response

  Date: 05/12/2023

  Our initial visits are a consult to ensure that we are a good fit for you.  It is not a guarantee of treatment, however, we do have to bill for a consultation, even if youre referred out. 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.  To learn more about how we bill, you can visit our For Patients pages on our website.  

• Initial Complaint

  Date:04/06/2023

  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.

  The end of December 2022 I contracted COVID-19. I originally had an appointment scheduled for December 28th, so I called Talkiatry and updated them and they let me know due to unforeseen sickness on my part I would need to reschedule. The gentlemen I spoke with let me know that the bill for $100 late cancellation would be waived when I spoke to one of the teammates in late December as I was unable to join my initial appointment due to being sick with Covid-19.I called on this bill in January and another team member said it should fall off my the beginning on the bill reset period the end of January/early February but the end of February I was still seeing it reflected.I have continued paying the other bills received but reached out to the company multiple times over the past 5 weeks to address this $100 bill in order to get it waived off my account, with zero follow-up.I reached out the following dates via email and phone phone - Dec 27th, 2022 phone - Mar 1, 2023, 8:17?AM email - Mar 1, 2023, 8:22?AM email - Mar 11, 2023, 5:06?PM email - Mar 26, 2023, 10:46?AM phone - April 5, 2023, 4:13?PM

  Business Response

  Date: 04/26/2023

  Hello, 
  
  This was escalated to our Operations team and resolved on 4/13.  

• Initial Complaint

  Date:04/04/2023

  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.

  My name is ******. I was looking for help on the web for my adhd issues. Every site I found I had to pay a **** ton of money. I finally found talkiatry. Which when you get on their website there is nothing about a charge which I thought was great and I could use my health insurance. So I go through with it. I talked to a physiologist. The woman was no help and basically told me the things I already knew. She didnt prescribe me anything. And she made it seem like a bad thing I **** and own some guns. So I completely wasted my time, and I just was like okay Im not doing that again. A couple weeks go by and talkiatry sends me a bill of $328!!! I was like what in the world. So yah those other sites charge money but not this much! So I reached out to talkiatry because I had no idea I would be charged anything! They never ever said that once to me. I emailed on March 28th and never even heard back. I am refusing to pay them one dime. I was on a phone call psych appointment for 30 mins with no result to solve my issues. So they need to drop this quick. Or I will proceed to fight this with my lawyer.

  Business Response

  Date: 04/21/2023

  Hello, 

  You can find information about how visits are charged in several places on our website.  Our For Patients page **************************************************************** as well as the Insurance page ******************************************** are a few places that discuss how and what is billed for visits.  We also emailed you on 3/10/23 at 10:04 am to confirm your appointment and let you know that per our insurance verification team, you have a 20% con-insurance per the contract that you or your policy holder signed with your carrier.  A copy of the email can be found below.  You can also learn more about insurance terms on our For Patients page under "Insurance terms explained" ****************************************************************. 

   

  Email sent to ********************* from ******************************** 

  Mar 10 10:04 am
  To:
  *************************
  Show more
  Hi ******,
   
  Talkiatry here!  We are letting you know weve confirmed your appointment with *************?on?03/13/2023 at 10:15am EST. Keep in mind this time is in eastern standard time.
   
  Here are a few important things to know about your visit:
  Youll need to be in the same state as your home address during your visit.
  Log into your visit about 15 minutes early so you have time to make sure everythings working properly.
  Log into your visit using your patient portal. Use ****** Chrome for best results.
  Prefer to use your phone? Download the Healow app and use practice code FGCACD when you create your account. Be sure to enable H2H in your settings.
  According to your insurance plan, your coinsurance is 20%. You can contact your insurer for more details.
  If you havent already, be sure to upload photos of your state ID and insurance card (front and back) here. 
  To make sure we can help as many patients as possible, we charge a $100 fee if you miss, cancel or reschedule an appointment with less than 48 hours' notice.  This includes terminating your appointment early after the session has started.
   
  Thank you for choosing Talkiatry! 
   
  phone: ************
  email: ********************************
  6 Tips for a Successful Appointment

  Customer Answer

  Date: 04/21/2023

  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]

   

   

   

   

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

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

  Customer Answer

  Date: 04/21/2023

  So $100  is completely different then $300. And I never got any treatment at all. The girl did not help me at all. She didnt even refer me to some where. I will not pay for this when I got nothing out of it. Your company is a joke and you hid the whole charging a person thing! I would have never signed up for this if I knew you charged a ridiculous amount

  Customer Answer

  Date: 05/16/2023

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

  [Your Answer Here]

   They are still trying to make me pay this bill when I did not been know or was even aware of having a bill

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:03/30/2023

  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.

  I can confirm that Talkiatry is a scam.I signed up and called in on February 28, 2023 for more information on what to expect, etc. I was told by a representative that the "insurance team" had verified my insurance and that due to my 20% co-insurance, I would owe between $98-$34 for the initial appointment and $62-$30 for any follow up appointments.Complete and total lie. I get the bill and my insurance covers exactly $0. So the bill total comes out to $357.74 But that's not the worst of it. They charged for services never rendered. The provider, ***************************, was an insulting excuse for a doctor. She did absolutely nothing. She didn't take any history, she didn't perform any type of examination or evaluation, she didn't provide any medical advice in any way, she didn't provide any counseling or coordination of care or recommendation for care, she didn't even make eye contact or look in the direction of the camera. I received absolutely nothing from this experience and quickly ended the appointment as soon as I realized that this provider couldn't care less if I existed and probably preferred that I didn't. The bill breaks down to "Office/Facility Visit" ***** - $253.19 ***** - CPT code ***** is described as Office or other outpatient visit for the evaluation and management of a new patient, which requires these 3 key components: A comprehensive history; A comprehensive examination;Medical decision making of moderate complexity. Counseling and/or coordination of care with other physicians, other qualified health care professionals, or agencies are provided consistent with the nature of the problem(s) and the patient's and/or family's needs. Usually, the presenting problem(s) are of moderate to high severity. Typically, 45 minutes are spent face-to-face with the patient and/or family.This was absolutely not performed. And a charge for "Psychiatry" ***** - $104.55 which is a supporting code.Again, service not provided.I will not be paying for this.

  Business Response

  Date: 04/20/2023

  We are sorry to hear that you were not satisfied with your experience. For a psychiatric visit, its normal to see more than one code, since the doctor is providing more than one type of care (evaluation, management, psychotherapy, and psychoeducation) within a single visit.  
  These codes are monitored by a team of coders to make sure everything is accurate and your insurance company gets all the information they need.  If you do not believe your visit was coded appropriately, please have your insurance company request your records and perform a review.  

• Initial Complaint

  Date:03/29/2023

  Type:Product 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.

  Talkiatry sent first two claims to my health insurance, but those claims were not covered by my health insurance as claims had wrong provider's name (*****************************). I did not get any notices from Talkiatry about this result. Once I found out two claims were not covered, I asked Talkiatry to resend those claims with correct provider's name (*****************************) and to cancel bills for those claims.********* I had a phone call with Talkiatry's coordinator and sent an email to cancel bills, there was no response from Talkiatry. Due date of bills is around 3/31, but Talkiatry did not respond to my request.Consequently, I am filling a complaint against Talkiatry.

  Business Response

  Date: 03/29/2023

  This patient's complaint is being reviewed by our billing team.  They will investigate the claims and reach out to the patient with resolution.  

  Customer Answer

  Date: 04/03/2023

  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,
  
  *************