ComplaintsforMindfully LLC

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business entity utilized false advertisement practices on their website and within their team. I was promised a 24/7 hour coach and their website and emails even stated this is the type of care I would be receiving; however, Charity C*****, admitted to me that these services do not exist at their place of business. This caused me further mental and psychological distress and caused me to have a mental breakdown, where I became suicidal. I tried to tell them this was false advertisement and was not okay to promise people under psychological and mental distress supports that do not exist. After my crisis, they barred me from their entity; however, I still needed to get my client records and speak to a Client Rights Officer, which, pursuant to HIPAA, is my right. These rights were denied to me and the phone was hung up on me. I even had a social worker, *** *****, call on my behalf, which they interrogated him and made it difficult for him to get my records. Regardless of them barring me from their entity, it is my legal right to get my records and speak to a Client Rights Officer. I even followed up and filed a grievance on their website; however, they failed to follow up within 20 business days, which, according to **** law, is the timeframe mental health services has to follow up on a grievance. I was promised to get a phone call from the Client Rights officer in July and September; however, I have yet to receive a phone call. I have attached proof of documents and video recordings of these rights being violated. If you look at their website now, they completely changed everything after I told them of their false advertisement because they knew they were committing illegal behavior. I have screenshots of their previous website attached here along with emails from therapists promising these services, however, which never existed.

  Business response

  11/21/2023

  Cincinnati Better Business Bureau;

  We are aware of this complaint and our response points are below for your reference.

  1.  We did not receive any BBB communications regarding this matter until 11/20/2023.
  2.  The Consumer, Charles (*****) ******, is a former client of Mindfully, LLC. Because of client-counselor confidentiality restrictions, our response is limited.
  3.  We disagree with ******* characterization of the services provided through Mindfully and ******* interactions with Mindfully.
  4.  In June 2023, we clearly communicated in writing with ***** why ***** could no longer be a Mindfully, LLC client, and provided ***** with names and contact information for other potential sources of care.
  5.  In July 2023, after receipt of the required release, we provided ******* then-current counselor a copy of ******* client records.
  6.  Because of continued repetitive contacts in multiple forms from ***** after the termination of the client relationship, a final written communication was sent to ***** in September 2023 wherein we indicated that no further response would be made from us. Regarding any future inquiries from *****, our staff was instructed to refer ***** back to our September 2023 letter.
  7.  Mindfully does not offer services that require it to be certified under **** Administrative Code Rule 5122-25-01. For this reason, the Client Rights Advocate requirements of **** Administrative Code Rule 5122-26-18 do not apply to Mindfully. 

  ******* R******, SVP Clinical for Mindfully

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early October, I searched for mental health services using the find care tool on the UHC website. I found a Preferred, In-Network Provider called “Compass Point.” I called Compass Point to make sure that I would be covered under my insurance. They said everything looked good on their end, but to call UHCSR to make sure. I did, and UHCSR also confirmed that everything looked good but to check with the provider (Compass Point) to be absolutely sure. So I emailed Compass Point to make sure (again) that I was covered, to which they emailed back stating “You are good to go!”. I then started care with a therapist through Compass Point. I am now receiving a bill for over $1,000, with the explanation from Compass Point that my particular therapist was not actually In-Network with UHC. I am appealing this because the TAX ID that Compass Point used be featured on United Healthcare’s website as an “In Network Provider” is not the same TAX ID that they used to bill my services. At no point did anyone suggest that my particular provider might be out of network while Compass Point (my therapist’s employer) would be listed as an In-Network, preferred provider on UHC’s website. Beyond finding Compass Point through UHC’s search tool for In Network providers, I checked with Compass Point itself (twice, first by phone, then email) and I called UHC/HealthSmart, who also confirmed that Compass Point was In-Network. I was never informed that I needed to give UHC a separate Tax ID to check, for the specific provider I was assigned. One additional item to add, the Out of Network Tax ID that Compass Point was using to bill for my services was***-***-**** I am not sure of the Tax ID that they were using (during the time of all of this, October 2021 – March 2022) to be listed as “In Network” according to UHCSR’s search engine (screen shot attached), Akron Claims search engine, and even according to Compass Point themselves (per my call to them, and per the attached email).

  Business response

  01/06/2023

  Hi *****-

  Please accept our sincere apologies for the frustration you have experienced. Compass Point Counseling rebranded to ********* in 2022 which may be a part of the confusion with the Tax ID and billing information you referenced. If you could please call our office at ###-###-#### or email info@*********.com we would like to personally assist you with this situation and rectify any billing issues you have experienced.

  Again, our sincere apologies for the inconvenience.

  Business response

  01/06/2023

  Hi ******

  Please accept our sincere apologies for the frustration you have experienced. Compass Point Counseling rebranded to Mindfully in 2022 which may be a part of the confusion with the Tax ID and billing information you referenced. If you could please call our office a* ************ or email ****************** we would like to personally assist you with this situation and rectify any billing issues you have experienced.

  Again, our sincere apologies for the inconvenience.

  Customer response

  01/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I have called and emailed the phone number and email address provided in the response numerous times and they were never able to resolve anything with me. This did not have to do with the rebrand. Mindfully (formerly Compass Point) indicated that they accepted my insurance. Although some of their providers probably do, the provider they assigned me to has an INDIVIDUAL PROVIDER TAX ID that did not accept my insurance. Despite my numerous attempts to verify that I was *fully* covered, and receiving reassurance that I was *fully* covered, no one from Mindfully (formerly Compass Point) EVER indicated that the provider I was assigned to was out of network, or that they would need to check network coverage based on the individual provider.

  People in the office refused to remove the fraudulently procured charges. They repeatedly directed me to their Billing department, who also said their hands were tied. Eventually, after a year of back and forth, my insurance decided to pick up the charges (they should not have had to, as this was fully Mindfully (formerly Compass Point's) error (whether purposeful or accidental). 

  I just received a bill for $28, after UHC paid everything. I'm not sure what this amount is for, but kindly remove it and fix the problem so other people do not have to go through this hell. Instead of listing your company as an insurance-accepting entity, list the individual providers (per their tax id) with the insurance companies. Hope that makes sense. The COMPANY does not provide services. The PROVIDER does. And your providers vary by which insurances they accept. So they must be listed individually. Especially if your receptionists/schedulers have not been trained to explain that insurance coverage depends on the provider, and to check whether a certain provider accepts a potential client's insurance.

  
  Regards,
  
  ***** *****
  

  Customer response

  01/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I have called and emailed the phone number and email address provided in the response numerous times and they were never able to resolve anything with me. This did not have to do with the rebrand. ********* (formerly Compass Point) indicated that they accepted my insurance. Although some of their providers probably do, the provider they assigned me to has an INDIVIDUAL PROVIDER TAX ID that did not accept my insurance. Despite my numerous attempts to verify that I was *fully* covered, and receiving reassurance that I was *fully* covered, no one from ********* (formerly Compass Point) EVER indicated that the provider I was assigned to was out of network, or that they would need to check network coverage based on the individual provider.

  People in the office refused to remove the fraudulently procured charges. They repeatedly directed me to their Billing department, who also said their hands were tied. Eventually, after a year of back and forth, my insurance decided to pick up the charges (they should not have had to, as this was fully ********* (formerly Compass Point's) error (whether purposeful or accidental). 

  I just received a bill for $28, after *** paid everything. I'm not sure what this amount is for, but kindly remove it and fix the problem so other people do not have to go through this hell. Instead of listing your company as an insurance-accepting entity, list the individual providers (per their tax id) with the insurance companies. Hope that makes sense. The COMPANY does not provide services. The PROVIDER does. And your providers vary by which insurances they accept. So they must be listed individually. Especially if your receptionists/schedulers have not been trained to explain that insurance coverage depends on the provider, and to check whether a certain provider accepts a potential client's insurance.

  
  Regards,
  
  ***** *****
  

  Business response

  02/07/2023

  I have reviewed the client's account.  This client’s account has been paid in full by the client's insurance company.  It appears that the insurance paid claims, took the money back several times and then paid in full.  The resolution was completed on 02/02/23.  Her account with our practice is zero due by insurance and patient.

  Business response

  02/07/2023

  I have reviewed the client's account.  This client’s account has been paid in full by the client's insurance company.  It appears that the insurance paid claims, took the money back several times and then paid in full.  The resolution was completed on 02/02/23.  Her account with our practice is zero due by insurance and patient.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My last service with this practice was in September 2021. I was notified in March 2022 that I owed a $106.40 bill. I have communicated with my therapist and office staff that financial instability impacts my mental health. I have never missed a payment here. And had I been notified of this outstanding payment in a timely fashion, I would have paid it on time. I contacted the practice, they shared that they changed billing systems and that this was an error on their end. I was told it would be remedied immediately. Instead, I was just notified that this outstanding balance has been sent to a credit reporting agency. I would never advise anyone to visit this practice they do not have strong organization/managerial strengths, nor are they there to benefit client health. I've been incredibly stressed about this for almost a year. It is unnecessary, especially when the error is the fault of the practice alone.

  Business response

  10/19/2022

  Mindfully cares about the emotional and financial wellness of our clients. Prior to sending any client to collections we make numerous attempts to make contact through all methods of contact available. Additionally, we work with our clients to create personalized payment plans so that there is no undue hardship to them or our business. We urge our clients to reach out to our main office at 888-830-0347 if they believe they have received an incorrect bill so that we can swiftly address the concern.

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:

  1) I have spoken with individuals at this practice since February 2022 to remedy this based on the response that the business has made.

  2) I've contacted their billing department which has switch twice since February about my concerns, having to update them each time. 

  3) Whenever I am called from their billing department they call 10 mins before they close. There have been numerous times that they will state, "we are about to close. I don't have time to address your need. I will call you back" and then two days will go by before they call.

  4) The lack of consistent information between billing and the office team at Mindfully shows that no one knows what is going on, so I never have any direct answers. 

  5) Additionally, the payment plan response has not been offered to me. Even if it were, I would FIRST need to know why there is a bill in the first place.

  6) I provided this team with updated contact information for billing, mailing and phone well before I was even contacted in February 2022. They have always had access to me in order to communicate and they never have. 

   

  I have been consistent with my approach, my narrative and my expectations with moving forward. At minimum, I should have no bill in which to pay. I have paid everything for the services rendered within that practice. At maximum, this should NOT be on my credit report or within collections AT ALL. This is egregious behavior for a mental health practice. 

  
  Regards,
  
  ***** *****
  

*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. ↩