Complaints

This profile includes complaints for Mindful Therapy Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mindful Therapy Group

  320 NE 97th St Seattle, WA 98115-2042

• 

  Mindful Therapy Group

  21907 64th Ave W Ste 200 Mountlake Terrace, WA 98043-6200

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:12/09/2023

  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 was charged by my therapist's office without proper account/notification/consent. They never spoke with me about the charges I be billed, and they charged my card without any recepit and without any notice. Also, in order to view an itemized receipt of how they were charging me, I had to ask them and they had to email me- I didn't not have access to that on my own.They never once spoke with me about the cost of what my appointments would be and they have charged my card without notifying me any time. And at some points it took a month for them to charge my card so I was really unprepared.They mis-charged me for $33.72 twice.And then when they realized that I would have to be paying out-of-pocket they made me cover multiple appointment costs in one large payment on 11/10/23 of $721.28 with no warning/no notification/no receipt. So I only noticed it when my bank account was low.And then they charged me for another large payment on 12/08/23 of $328.45 for my final appointment (which was on 11/07) Without notice/warning/notification again and it was a month after the actual appointment.Their policy put me under the impression that I would be receiving communication about the costs. Especially because I initially thought my insurance was going to cover it (which was even more confirmed when they mis-charged me the $33.72 co-pay twice and made me think that was all I was going to be paying)

  Business Response

  Date: 12/12/2023

  Hi *********, thanks for reaching out and sharing your experience. I am disappointed to hear that these charges caught you off guard. It sounds like we could have done a better job educating about your financial responsibility and preparing you for these expenses. I took a look at your account and it appears your visits applied to your yearly deductible. Since we are obligated to collect payment according to your insurance plan, we unfortunately can not issue a refund for the payment. We try to be explicit in our patient disclosure that we will charge the card on file the clients financial responsibility according to their insurance. We also email a copy of the receipt and notification of the charge when we process the payment. However, I think we could have done a better job notifying you of how your insurance processed the claims before charging your card on file. I will connect with our team about this process going forward to avoid other surprise charges. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20984809
  
  I am rejecting this response because:

  I was never notified of the charges and only received receipts for the mis-charges of $33.72 on 10/26 and 11/9 from Patient A/R in my email. 
  I never received receipts of the $721.28 or $338.45 payments. I only knew that money was taken from me when I got a notification that my bank account was low. I received no email or message or phone call letting me know, before or after the fact, that I was going to be charged those 2 large amounts.
  As I am sure you can imagine, having more than $1000 taken out of my account in the span of less than a month with no notification or receipt is extremely distressing.If any of this was actually communicated with me (per your policy) I would have absolutely opted for a payment plan.

  Because of all of this, I have been put in an extremely stressful financial situation.

   Sincerely,

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

  Customer Answer

  Date: 12/14/2023

  I am very upset that the complaint was closed. I feel like the issue was not resolved and the business is sweeping it under the rug. 

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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 was charged $360 for mindful therapy services, two charges of $120 cancellation fees which I have no idea where those are coming from since I never had any sessions scheduled. My last session was on 9/1, and on 9/5 I reached out to my provider to explain that my insurance had been cancelled and that I was looking to figure out what my other options were as far as continuing sessions, we never had any session scheduled for any date after 9/1. Even upon looking at my history of appointments on the mindful therapy patient portal, the last one that shows up is on 9/1. I never agreed to any recurring sessions to be scheduled without my permission. I never got any notifications about any upcoming sessions (as there shouldnt have been since we never agreed to schedule any upcoming sessions). My ****** ******************** expired on the day of my last session 9/1, so I was trying to figure out how to get a payment plan in place for that session but as far as the two cancellation fees on 9/8 and 9/15, those are not correct and should not be charged on my account. The last session that even shows up on my patient portal is on September 1st. Like I said, I didnt receive any notifications about an upcoming session with mindful therapy by email or by text. My provider and I hadnt discussed any next sessions after the 1st.

  Business Response

  Date: 11/28/2023

  Hi *****,

  Thanks for reaching out about this and informing us of the situation. It sounds like there was a lack of clear communication around the frequency of treatment that I agree, you should not be held responsible for. I have connected with your provider and the billing team and we will be issuing a full refund for both dates of service. I will also follow up with our team on how to manage these concerns from clients in a more effective way moving forward. Thanks for taking the time to share your experience and please don't hesitate to reach out directly to me if you have any other concerns. 

  ***************************
  Business Relationship Manager
  ************ ex 141

  Customer Answer

  Date: 11/28/2023

   
  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. I will be on the lookout for the refund that was promised. I appreciate the quick response, as well as acknowledging how to help clients in the future regarding making them aware of the automatic recurring sessions so that nobody is blindsided by scheduled appointments that they did not approve of or have awareness of. Thank you for your professional response and understanding. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/27/2023

  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.

  I was seeing ********************* as a provider from 2022- summer of 2023. During that time, I was never late or missed an appointment. In May 2023, due to technical difficulties, I missed an appointment. I incurred a ridiculous $150 fee and attempted to fight it, during which my provider initially lied and stated she could not waive it, and then revealed she could waive it, but chose not to. She thought the best response to give her client in financial crisis was "money can't buy happiness" and that I needed to essentially get over it because she has to pay $4,000 a month for daycare. As a provider, I found that to be extremely unprofessional and upsetting. I did pay this fee as I wanted to just get past the situation. I attempted to continue seeing this provider, but felt that the treatment I received after this missed session was not the same. On July 19th, I was supposed to have my last session with *********************. My phone initially was not connecting, but I was in consistent communication with her. We have done phone sessions in the past when the zoom link wouldn't work, so I attempted to call her. My calls and texts were IGNORED and I was denied services by not being allowed to attend my session. Now, I am being threatened with collections for ANOTHER $150 "no show" fee. I've tried talking with my provider and with the billing department and have received no help. For an office "dedicated to mental health," they sure don't seem to care when you are someone dealing with financial stress and unable to afford bills, much less this ridiculous fee. I've made it clear that I do not have any intention of paying a "no show" fee for a session that I was denied services for and would like my billing to be adjusted accordingly. Mindful stands by their decision and by ***'s decision to deny services and still charge me this fee.

  Business Response

  Date: 12/01/2023

  Hi there, thank you for taking the time to share your feedback. I left you a voicemail with an update on this situation and I hope we are able to connect soon. I was able to speak with your provider and they have agreed to waive the late cancelation fee. While all our providers are independent business owners and make decisions about late cancelation fees independent of us, I think we could have done a better job escalating your complaint to a manager and resolving the situation more efficiently. I will be working with our teams on some strategies for improving our response to complaints so we can prevent these types of situations in the future. Please don't hesitate to let me know if you have any other questions or concerns. 

  *************************;
  Business Relationship Manager
  ************ ex 141

  Customer Answer

  Date: 12/01/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/15/2023

  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.

  Dates of 1/6 to 3/24 for therapy Business was to provide medical certification within 90days to continue employment with company.Was not provided the certification, however entire 42-************ assessment of my condition was sent to my HR department on 3/22/2023 which they returned to me saying they didnt look at it for legal issue and gave it back to me.Contacted *** at Mindful counselor for resolution and was charged to simply speak to him directly. Contacted billing for resolution, billing had sent another copy of the 42-page assessment to HR department without medical cert. *** was very unprofessional and uncaring. I was very clear on what was happening with my employment and how I needed the medical certification completed. Due to my account being charged numerous times to simply get to resolution. I was not provided any additional info without paying additional costs.Contacted ****** in billing 6 times via phone with billing to rectify issue.Due to my employment being in jeopardy, i contacted my Dr. to fill out medical cert. When it was finally submitted, I was terminated by my employer.

  Business Response

  Date: 11/16/2023

  Hi *****, thanks for sharing your experience. It sounds like there was some confusion on our end about what you and your employer were requesting. I am glad we were able to get them the information they needed but I can see how the delay and sending incorrect information caused additional unnecessary stress. We do have a completed ROI on file for your employer which allows them to view your medical records. Usually when a client needs to provide information about their treatment to an employer, we will give the information directly to the client so they can control access and have visibility over what is provided to the employer. I will follow up wit our teams to ensure we are providing that guidance going forward. Regarding your balance, It appears that your visits applied towards your yearly deductible. Since you used your insurance for these visits, we are obligated by your insurance company to attempt to collect on this balance. We would love to work with you on a payment plan and come up with something that works for you given the situation. Please let us know how we can best support during this time. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20874911
  
  I am rejecting this response because:
  

  I had a medical condition that was clearly known by the counselor. Are they saying it's normal business practice to send the entire diagnosis to employers? The HR department was taken aback by the submittal of 42 pages, they only needed 3 pages which they had provided. I was terminated for their inability to provide the letter in a timely matter. My reputation in the workplace of over 30 years has now been damaged. I am still seeking employment. 

   

   

   

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

  Customer Answer

  Date: 11/27/2023

  I have correspondence from Mindful for the submittal of my complete diagnosis to my employer and documentation of names and times of Mindfuls administration for the times I contacted. I wish to be compensated for the loss of my job and would like a call from Mindful to discuss. 

• Initial Complaint

  Date:09/27/2023

  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.

  08/02/23, you charged my card for $75 without permission. I have not been to you in almost a year!

  Business Response

  Date: 09/27/2023

  Hi *****, thanks for reaching out about this. I do see that we charged your card on file $75 on 8/2/23 for copays for visits on 2/14/23, 1/31/23, and 1/24/23. It looks like you have a $30 copay per session. Since this is the amount you are responsible for according to your insurance company, I am not able to issue a refund for that amount. I am sorry this caught you off guard, that is never our intention. I am curious to hear if you received any communication from us prior to your card being charged or if there are ways we could have done better in communicating your balance. Please let me know your thoughts so we can continue to improve! 

• Initial Complaint

  Date:09/19/2023

  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.

  All through 2022, my statements had consistently the same charges of $140. In 2023, I started to receive additional charges (looking up the codes they were for 30 mins and 45 mins) for the same exact sessions of 2022. For 2023, according to the statements, the amount I am responsible for out of the $140 is $99.11. The total amount for (2) sessions should be $198.22, but Mindful Therapy has charged my credit card a total of $371.01. 11/18/22 Charge 2: Office visit est ext problem focused $140.00 2/16/23 Charge 1: ***** Therapy with E&M $162.00 Charge 2: Office visit est ext problem focused $140.00 5/12/23 Charge 1: ***** Therapy with E&M $205.00 Charge 2: Office visit est ext problem focused $140.00

  Business Response

  Date: 09/20/2023

  Hi ******, thank you for your inquiry. To provide you more context, your provider, ********************* chooses the billing codes based on her expertise around complexity and what took place during the session. It looks like she has been using the same E&M codes + the therapy add on code since 1/24/22. Your two visits in 2023 applied towards your yearly deductible which is why you were responsible for a higher balance. All the codes billed are consistent with what we typically see for medication management appointments. If you would like to discuss why certain codes are being billed, you will need to connect directly with your provider. Unfortunately, since I am not able to identify any errors on your account, we will not be able to issue a refund. Insurance can be complicated so I encourage you to connect with your provider and insurance company for more information. Let me know if you have more questions I can support with. 

• Initial Complaint

  Date:08/11/2023

  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.

  When initially establishing care, I called to specifically request a therapist. I told the person on the phone that I had a medication management provider already, and I was specifically looking for a therapist who specializes in ADHD. I was scheduled with the wrong type of provider, and after an hour long intake session, I realized that I was speaking to someone who only does medication management. I am being billed for this appointment that I did not ask for, and MTG has gone back and forth saying they would remove the charge, and then sending me new statements for it. They have also tried to bill me for other appointments that didnt happen, or that I already paid for. Im beginning to feel harassed, and they will not take any responsibility for their mistakes. I have filed a formal complaint through them and have gotten nowhere, and they will not allow me to escalate my issue to someone who can help me. I am repeatedly told that they are unable to remove the charge for the mistake they made. I have attached screenshots showing that they did agree to remove the charges at one point, and then reversed their statement later. I have more documentation available and am happy to provide.

  Business Response

  Date: 09/01/2023

  Hi ******,

  Thank you for notifying us of this issue and providing the attached screen shots. Since the provider has approved the write-off, we will submit a correct claim to your insurance company and remove the charge from your account. You should see this reflected in your patient portal in the next two business days. Let us know if you have any other questions or issues we can support with. 

• Initial Complaint

  Date:08/10/2023

  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 made an appointment with mindful therapy group for 8/2/23 for an ADHD assessment and an ASD assessment. This was documented when I made the appointment, when I filled out the paperwork for the provider, and upon entrance into the telehealth meeting room. It took the provider 2 meetings to tell me that she didnt provide the assessments. MTG Confirmed that they shouldnt have assigned me to that provider, but I was still responsible for payment even though it was their mistake. Then they said they could send me to a different provider who definitely does ADHD assessments and ASD assessments. When I spoke with the secondary provider they told me they do not do ASD assessments. This company shows no care for its clients and shares no liability for the providers, scavengers taking advantage of people looking for help

  Business Response

  Date: 09/01/2023

  Hi ****,
  
  Thank you for notifying us of this issue. I sounds like it was really disappointing to not be able to receive the assessments you were looking for through us. I can confirm that we have several ARNP's who are able to ***** and prescribe for ADHD treatment but unfortunately we do not have any providers who are able to provide a formal diagnosis and assessment for ASD in adults. I will reach out to your providers and see if they are willing to offer you a refund for your time and energy. All of our providers are independent business owners so this ultimately would be their decision but I am happy to advocate on your behalf. I will also work with your provider to get you some better referrals for what you are looking for.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20454663
  
  I am rejecting this response because: They assigned me to the wrong person, and multiple people told me that they do ASD assessments. They are taking no fault in their own business practices
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/07/2023

  Hi ****,

  I apologize we don't have anyone who would be a good fit for you at this time. Your provider will be in touch with referrals to other organizations who will be better able to meet your needs. From what we can see the provider was able to provide an ADHD assessment and so we are not able to refund the full amount of the visit. It does look like your claims processed with just a $10 copay so we will be refunding you the $20 difference that you paid. Let me know if there is anything else I can support with. 

• Initial Complaint

  Date:01/12/2023

  Type:Delivery 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 the first step I am forced to take, in order to receive treatment by another doctor. The practitioner they placed me with is not licensed to practice in this state, I was not disclosed this information, a file has been submitted for fraud/waste/abuse with the *************** and federal government, requesting the practice is no longer allowed to see patients.

  Business Response

  Date: 01/17/2023

  To Whom It May *********************** am the Assistant Regional Manager for Mindful Therapy Group.  I attempted to contact this individual to get some clarification on the complaint we received.  In accordance with **************** laws and insurance requirements, our providers are unable to care for clients who live outside of ********** and ******.  It appears that there may have been a miscommunication with this individual, as they live in ****** and we would not be able to provide services to them.  We have no record of the individual in our system (name, email or phone number) as they were never processed as an intake due to their home state.  I left my direct line as a contact and will be happy to clarify with the individual if they return my message.

• Initial Complaint

  Date:01/12/2023

  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 scheduled an online consulting session with one of their health service providers in Sep 2022, it was supposed to be one hour between 7 and 8 am.According to their website, the session fee should be between $150 and $300.The provider showed up late at 7:15, did very poorly during the session and ended the session at 8:00 by closing the zoom meeting as host.Later I received a $420 bill for that session, and another $70 "prolonged session" with no explanation, I did not consent nor actually receive any service except that 45 min talk.Ever since then, they started to harass me by emails, text messages and frequent phone calls every single week. There is no information provided regarding the service detail, contact information or anything else, just a bill with total number and constant pushing for payment.There are also a lot of inconsistencies within the emails they have sent me, the number changes from time to time and they cannot even provide correct patient profile. I have asked them multiple times to correct the bill and we move forward with payment yet they act deaf and refuse to provide any kind of response. They also sent collectors and insurance company for me and ruined my credit history. I am currently seeking help from Washington state department of health.I would like them to:1. correct the bill 2. correct my credit 3. apology in written form

  Business Response

  Date: 01/17/2023

  To Whom It May ***************** have connected with ***************, the provider whom ****** **** saw in September.  ************ appointment was billed correctly and with the requirements of **************** and the insurance payers.  The prolonged session coding was for the time the provider needed to complete paperwork outside of the appointment time.  Further, the client was not billed for $420, but their responsibility of $273.71 was within the estimated range provided prior to the appointment.  *************** has reached out to the client via email in an attempt to explain the coding to the patient, but received no response.  Every provider is their own independent business and Mindful Therapy Group provides administrative services.