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:01/22/2025

  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.

  After I terminated care with SohoMD, I was suddenly charged $288.29 by SohoMD, even though I had not had an outstanding balance in my account. Once I noticed this, I requested to be refunded. They replied with a breakdown of what was billed: $102.45 for 6/17/2024, $30.97 for 12/19/2024, and ****** for 1/16/2025. I have on record that I not only paid for the appointments in December 2024 and January 2025 already prior to this charge, but I paid more than what was owed for these appointments. On 12/19/2024, I was billed $34.04 for my appointment, and paid this at the time of the appointment. And on 1/16/2025, I was charged $170.18 for my appointment, and I paid for this appointment using my health benefits card. Unfortunately, I am not able to locate receipts for 6/17/2024 as I was on a different insurance plan than I currently use, and the practice used a different records system, so I currently don't have a record of the payment for 6/17/2024. Unfortunately, in June 2024, I was on a different health insurance plan, and the practice used a different medical record system, so I am not able to locate records of that appointment at this time. However, even with this, I believe I should be refunded at minimum for the appointments on 12/19/2024 and 1/16/2025 as I have now been double charged for both of those appointments.

  Business Response

  Date: 01/27/2025

  This matter has been thoroughly reviewed with the complainant. There are no outstanding refunds owed to the complainant. This matter should be marked as resolved.

  Customer Answer

  Date: 01/29/2025

  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:

  I did not receive a refund for the amount that the business owed me, they only granted me a partial refund.  Their explanations for how my payments were applied did not make sense, and I never had an outstanding balance in my account.  They explained that my payment of $200 dollars in June 2024 was only partially applied to the session that it was meant to cover, and the rest was applied to other sessions AFTER that one.  Again, I believe that this is not true because there was never a balance in my account, and I was not notified that only part of my $200 payment was applied to the session it was meant to pay for.  If nothing else, this shows a major lack of transparency and organization on the billing side of this business.  

   

   

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

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

  Business Response

  Date: 02/17/2025

  SohoMD provided a thorough review and explanation to complaining party regarding the partial refund. The partial refund was disbursed to complaining party. The complaining party admits receiving the partial refund as well as receiving the explanation for the partial refund. This matter can be closed. 

• Initial Complaint

  Date:01/16/2025

  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.

  SohoMD has still not refunded the $380 owed to me. I had an appointment on 8/18/24 and my insurance was active at the time; they stated my insurance was not active and charged me $400 for the appointment. I spoke with my insurance and confirmed that it was in fact active for that appointment, so I called SohoMD's billing department and they said they would refund the $380 (minus the $20 copay) back to me but never did. I called them again more than 5 times over the next several months and each time they said the same thing -- that their managers need to sign it before they can refund it. I ask to speak to the managers but they said they cannot give out their numbers. I messaged them through the portal, and in late November they finally stated they would send a check for the amount to my address (I confirmed the address with them). I never received the check so I messaged them several more times to send it and they only say they will check on the issue. They have been "checking the issue" with no action of refunding the $380 for 5 months now. I would like this amount refunded as soon as possible and I will not schedule any further appointments with them until they refund the money.

  Business Response

  Date: 01/29/2025

  The refund was issued. This matter should be marked as resolved. 

• Initial Complaint

  Date:12/23/2024

  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.

  Week of 12/19 - I had an appointment scheduled on 12/17 to request a prescription refill and was unable to attend my appointment because the software that Soho MD uses was inaccessible. Because I missed my appointment I was charged $150. I made follow up appointment for 12/19 and again missed my appointment because I was required to enter payment information to access the portal. I was not made aware of this beforehand and did not have my credit card on me. I called the support number and was provided another option to attend the appointment, but when I clicked on the meeting button there were technical issues and I was unable to attend the meeting. I was then told I would be charged for missing that meeting, even though I was on the phone with a representative explaining that the link was not working. I was not provided with an alternative number to call and was unable to seek any help from anyone at the company. This company Is responsible for providing medication for individuals with diagnosed mental health issues and it is unacceptable that they have an unreliable service.

  Business Response

  Date: 01/02/2025

  SohoMD makes all patients aware of its financial policies, and also assists patients in understanding their own insurance policies (including deductibles and ******). Therefore, patients are aware of SohoMD's no-shows fees and any deductible payment obligations in advance of appointments. Furthermore, SohoMD has not received any notice or evidence that the Patient Portal is inaccessible or suffering from any technical issues. To the contrary, our records confirm that any no-show fees charged to any of our patients are the result of a patient's own failure to attend and/or timely reschedule a booked appointment. Should any patient need further assistance in understanding these policies, they may contact the SohoMD office at ***********************************

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  After speaking with the billing department, the no show charges have been dropped and my complaint is resolved. However I do not find that this resolution is satisfactory to me due extremely poor customer service from the business. In my case, the representative I was speaking to was actively charging me a no show fee, although I was literally on the phone explaining to them that the portal was not working. 
  

  SohoMD has received multiple poor reviews on ****** due to their terrible customer service and lack of understanding for their patients, many of whom suffer from mental illness in need of assistance from SohoMD. I hope this business can improve their practices for the sake of humanity. 
  
  Sincerely,
  
  ******** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/22/2024

  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 am continually ignored despite phone calls and messages, even though there is always a quick response from Soho regarding payment. I was charged 150 dollars for missing my last appointment when I didn't even receive a phone call informing me of the change to the new portal, which is why I missed the appointment as I was waiting to be called on the old app. As a result, I am out of medication and because I cannot get a hold of anyone and am unable to request a refill through the portal as suggested (it says I have no medication) I am forced to seek out another provider. 150 dollars was charged to me for missing an appointment, but I did not miss the appointment, I was just waiting on the incorrect video platform as the change was only communicated through email and not phone call. Such a change warrants a phone call and voicemail. And I am completely unable to get in touch with them so I am filing a complaint here.

  Business Response

  Date: 07/23/2024

  Thank you for bringing your billing concerns to our attention. SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services. We are always willing to learn how we can serve you better, and would like to specifically address your concerns, while protecting your confidentiality.
  
  All communication with SohoMD is happening through our AdvancedMD Patient Portal. It is critically important that you have completed your profile to securely communicate with our office.
  
  If you are still having issues, please directly message our management team at ************************************* to escalate the issue.
  
  Thank you,
  
  SohoMD Team

  Customer Answer

  Date: 07/24/2024

  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:

  I did not receive a refund for the errant charge.  

   

   

   

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

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

  Business Response

  Date: 08/06/2024

  This matter has indeed been resolved, which can be substantiated with documentary evidence, if necessary.  

   

  Thank you, 

  SohoMD Team

  
  

• Initial Complaint

  Date:07/19/2024

  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.

  SohoMD is appearing to be a straight up scam at this point. Theyve already charged me $300 and only refunded $150. The first time was NOONE available for days to reschedule my partners therapy appointment, until finally days after they called her and credited my card. On that charge they provided a no show notice which was proven false. Then they charged ME without any explanation at all this time vs before- which I assume is another no show fee since before that they charged me $15. Even my therapist contacted them an no response. If you look at the SohoMD socials there are plenty of people enduring this kind of fraudulent billing and dangerous negligence. Thankfully my therapist provided me her direct email but they seriously will not respond to me at all to credit me back. At the challenge to my own mental health I may have to end my therapy because of how untrustworthy SohoMD has become in the span of 3 weeks. They MUST explain to their clients what is happening or something!!!

  Business Response

  Date: 07/19/2024

  Thank you for bringing your billing concerns to our attention. SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services. We are always willing to learn how we can serve you better, and would like to specifically address your concerns, while protecting your confidentiality.
  
  All communication with SohoMD is happening through our AdvancedMD Patient Portal. It is critically important that you have completed your profile to securely communicate with our office.
  
  If you are still having issues, please directly message our management team at ************************************* to escalate the issue.
  
  Thank you,
  
  SohoMD Team

• Initial Complaint

  Date:07/19/2024

  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.

  I first called SohoMD on 7/15, trying to cancel an appointment that was made for 7/17 (I had a recurring weekly appointment prior to this). It was never supposed to be scheduled in the first place, as I told my provider that I was moving out of the state and would not be continuing with therapy with SohoMD as she is not licensed outside the state. No one answered, so I left a message. I then called again on 7/16 for the same reason. No answer, left a message. On 7/16 I also texted their number after I received a text saying I could reply with a message. No reply. On 7/17 I attempted again twice--called, left a voicemail, and texted. No reply. I was then charged for my appointment that I did not attend and also tried many times to cancel. On 7/18 I called, left a message, and texted, asking for a refund this time. SohoMD's communication to patients only indicates a phone number to call for cancellations and questions, and it is an automated voicemail box with no one apparently checking for messages. I was charged $10 for my appointment, and I would like a refund, and am concerned that I will be unable to cancel my recurring appointments as I'm unable to get in touch with anyone whatsoever at SohoMD.

  Business Response

  Date: 07/19/2024

  Thank you for bringing your billing concerns to our attention. SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services. We are always willing to learn how we can serve you better, and would like to specifically address your concerns, while protecting your confidentiality.
  
  All communication with SohoMD is happening through our AdvancedMD Patient Portal. It is critically important that you have completed your profile to securely communicate with our office.
  
  We did refund your account for the disputed amount, please allow 3-5 business days for it to show with your institution.  If you are still having issues, please directly message our management team at ************************************* to escalate the issue.
  
  Thank you,
  
  SohoMD Team

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:07/03/2024

  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.

  **** MD has charged me prior to every appointment a $20 charge to my card prior to every appointment. However, the last two appointments were cancelled on me last minute but they still charged me the money for the appointment on April 17,2024 and May 15, 2024.

  Business Response

  Date: 07/10/2024

  Thank you for bringing your billing concerns to our attention. SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services. We are always willing to learn how we can serve you better, and would like to specifically address your concerns, while protecting your confidentiality. Kindly forward these concerns directly to our management team at ************************************* so that they can be escalated and resolved ASAP.

  Thank you,

  SohoMD Team

• Initial Complaint

  Date:05/16/2024

  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.

  SohoMD withdrew $150 from my checking account for no apparent reason. I did not have a scheduled appointment with any of the practitioners. When inquiring about why I was charged (via chat), the representative informed me that it was due to a missed appointment. However, I did not have a scheduled appointment!

  Business Response

  Date: 05/20/2024

  Thank you for bringing your billing concerns to our attention. SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services. We are always willing to learn how we can serve you better, and would like to specifically address your concerns, while protecting your confidentiality.
  
  
  Kindly forward these concerns directly to our management team at ************************************* so that they can be escalated and resolved ASAP.
  
  
  Thank you,
  
  
  SohoMD Team
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  SOHOMD has continually charged my card $20 automatically prior to each and every appointment. i have brought this to their attention since December that they owe me money and they ignore each and every request. My EOB is my proof that my insurance PAID THEM IN FULL. If you need me to send a copy of my CC statement showing that i paid $20 each time, i will happily do so. PLEASE HELP

  Business Response

  Date: 02/13/2024

  Hello ********!  We are following up on the recent billing concerns that were brought to our attention.  SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services. We are always willing to learn how we can serve you better. To specifically address your concerns, we have provided refunds for the dates of service in question.  Please allow 3-5 business days for the refund to reflect on your card. Thank you!

  Customer Answer

  Date: 02/14/2024

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

• Initial Complaint

  Date:09/26/2022

  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 am writing this to complain about SohoMD.I chose them because one therapist I found searching for In Network Cigna providers led me to them. I couldn't work with the person I wanted for some reason but they paired me with ******************************* whom I ended up working with for about 7 weeks.SohoMD assured me they were In Network and took my EAP (five free sessions through my employer provided insurance). Well, they only gave me one free session and then began to charge my insurance on the 2nd session. When I got to the end of my EAP (mind you I was paying via my insurance) they kept charging my insurance and charging ME. So I am owed ~$300 which they have been dragging their feet on refunding me.Then today I get a message my therapist just quit the clinic. No followup visit, no closure. Nothing.Lastly, SohoMD offers no filters to search for therapists who specialize working with LGBTQ+ clients. Anyone with a BASIC history of gay rights and psychotherapy would know how incredibly backwards and insensitive (and not to mention homophobic/queerphobic) that kind of omission is.I've been in therapy all my adult life, and this BY FAR is one of the most unprofessional and frustrating experiences of my life. ****** my therapist was great. SohoMD? NO so much. So Buyer Beware.

  Business Response

  Date: 12/05/2023

  Thank you for bringing your concerns to our attention. SohoMD values transparency in communication and strives to deliver the highest quality in clinical care and services.  We are always willing to learn how we can serve you better, and would like to specifically address your concerns, while protecting your confidentiality. 
  
  
  Kindly forward these concerns directly to our management team at ************************************* so that they can be escalated and resolved ASAP.
  
  
  Thank you,
  
  
  SohoMD Team