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:09/23/2024

  Type:Billing 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 a client of NOCD from 8/23/23 - 12/28/23 - for months I and my NOCD therapist tried reaching out to figure out how much my sessions would cost. The status was always pending - I have multiple screen shots of my conversations with my therapist stating how my insurance was approved but we still couldnt get a set price for each session and how I just couldnt keep continuing therapy not knowing how much a session was even going to cost. Today (9/23/2024) over a year after the sessions, I was billed for 2 out of the 5 sessions (Charge *********: $162.50 toward appt on 09/06/23 and Charge *********: $162.50 toward appt on 09/05/23) - NOCD claims that each of those 60-minute sessions were $340 billed to my insurance and then I received an insurance discount of $177.50 leaving me with the $162.50. Looking back at billing I also see I was not charged for a single session until 1/29/24 (2 sessions both $162.50 - Charge *********: $162.50 toward appt on 09/19/23 and Charge *********: $162.50 toward appt on 08/30/23) and on 5/13/2024 (1 session $190, this one randomly was $510 with an insurance discount of $320 for a 60-minute session - Charge *********: $190.00 toward appt on 08/23/23). I should not be getting charged over a year later when I tried for months to get a price sorted. I am still able to log onto my profile and can see that at some point they released a price of $210 per 60-minute session, which they clearly did not follow considering four of the 60 min sessions were $340 and one 60 min session was $510 - again this was never made clear to me and I have no idea where these numbers even came from. This is a total of $840 I have paid them without any prior knowledge of how much a session would even cost because they would not tell me, yet my therapist insisted I continue to schedule to receive the mental health therapy that might be beneficial to me. Currently I am unable to see more than the 5 sessions listed but I am worried there are more.

  

  Business Response

  Date: 09/24/2024

  We deeply apologize for the inconvenience and added anxiety caused by the unexpected charge on your card yesterday. We understand how stressful and frustrating this must be, and its certainly not the experience we want for any of our valued members. The issue you encountered falls short of the standards we set for ourselves, and we regret that its caused you this distress.We know that you've already spoken with our billing team and that we've arranged for a partial refund.  The team explained that a technical issue in our system prevented certain sessions from being properly invoiced or charged in a timely manner. This delay in processing those claims with your insurance led to the charges being applied recently. We understand how confusing this can be and want to clarify that the balance you see reflects the accurate amount of member responsibility.Regarding your concern about the different amounts, the rates we bill insurance differ from our cash pay rates because of contracted agreements. However, this does not change the amount you are responsible for. Insurance adjusts the billed amount according to their contracted rates with us and your specific plan. In this case, you were charged the full in-network contracted rate with *********************************, which may indicate you are working toward your deductible before your copay or coinsurance applies.We want to reassure you that the two delayed charges from yesterday have been fully refunded. For the remaining past invoices, those charges were made appropriately and reflect the services you received at the time.We sincerely apologize again for the confusion and frustration this situation has caused. Your well-being is our highest priority, and while we understand that this explanation may not erase the frustration entirely, we hope it brings some clarity.We're happy to continue the discussion if there are still open questions.

• Initial Complaint

  Date:07/07/2024

  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 for services that insurance covers even though I received an email from the claims department that the charges were going to be reversed. The reversal didnt occur and I was charged for over 600 dollars for therapy for my daughter.

  

  Business Response

  Date: 07/08/2024

  Hi ******,

  I am so sorry that your card was charged while we were working through how your daughter's sessions were processed by your health plan. Looking into why this happened, ******* did do his part on his end, but the communication did not go through to our front end system. I have escalated this technical communication issue to our development team, and in the interim we have placed your account on do not auto charge, ensuring that while it's being fixed, your card will not be charged. 

  I do see that ******* and **** worked together today to provide the reversal and refund to your card on file.

  We always are continuing to strive for improvement and excellence, and I sincerely apologize for your negative experience. 

  We hope your daughter's treatment is outweighing this hiccup and we can make this right moving forward.

  Sincerely,

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

  Director of Revenue Cycle 

• Initial Complaint

  Date:01/25/2024

  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.

  THIS BUSINESS IS VERY DISHONEST AND IS TAKING ADVANTAGE OF PEOPLE WITH (***) AND NEED THEIR HELP. IF YOU GO TO THEIR WEBSITE, THE FIRST THING YOU WILL SEE IS A QUESTION ASKING FOR YOUR INSURANCE INFORMATION. NOT EVERYONE HAS INSURANCE. THEREFORE, SEEKING HELP AND YOU'RE DESPERATE AND THEY KNOW IT, THEY SET UP A PAYMENT PLAN OF $95.00 A WEEK TO SPEAK WITH A THERAPIST WHOSE CHARGING YOU $200.00 AN HOUR TO TALK TO YOU ABOUT YOUR *** OVER THE INTERNET. YES! ONE HOUR AT $200.00 AN HOUR OVER THE INTERNET. I HAD THREE SESSIONS AND THEY BILLED ME FOR FIVE OF THEM WHEN I ONLY ATTENDED THREE. HOWEVER, THE THREE I ATTENDED WERE WORTHLESS. THE FIRST ONE WAS AN INTRODUCTION AND HONESTLY, I WOULD HAVE GOTTEN MORE HELP FROM A HOMELESS MAN OR WOMAN ON THE STREET. THE NEXT TWO WERE AS WORSE. WHEN YOU'RE SUFFERING WITH ***, YOU THINK THEY WILL GIVE PRESCRIBE YOU MEDICATION TO HELP WITH THE SUFFERING. NO! ALL THEY DO IS MILK YOU AND YOU TALK ABOUT THE *** FOR ONE ********* HOUR AT $200.00. THINK ABOUT IT. ONE HOUR OVER THE INTERNET FOR ONE HOUR. $200.00. THIS IS A LOT OF MONEY, LADIES AND GENTLEMEN. $200.00. I WAS HURTING, IN PAIN, MENTALLY, AND SUFFERING, AND ALL YOU GET IS ONE HOUR FOR $200.00. THIS PLACE IS A SCAM. THEY DON'T CARE ABOUT YOU OR YOUR SUFFERING. ONE HOUR FOR $200.00 TALKING TO SOMEONE OVER THE INTERNET. YOU WOULD THINK THE **** YOU ARE TALKING OVER THE INTERNET YOU WOULD RECEIVE TWO HOURS ESPECIALLY, WITH SUCH A COMPLEX MATTER WHEN IT COMES TO A PERSONS BRAIN AND THEY'RE SUFFERING MENTALLY. THIS PLACE IS A SCAM. I DON'T OWE ANYTHING BECAUSE I NEVER RECEIVED A SERVICE, WHICH WAS TO HELP ME WITH MY ***. BOTTOM LINE, THEY SHOULD BE ASHAMED OF THEMSELVES. THEY'RE USING PEOPLE WHO ARE MENTALLY SUFFERING FOR PROFIT. Outstanding Balance Reminder You are receiving this message because you have a remaining open balance from sessions attended.You may visit your member portal to see all sessions, invoices, and associated charges by clicking the member portal link below:

  

  Business Response

  Date: 01/29/2024

  Thank you for bringing this to our attention.  Due to HIPAA laws, we cannot legally comment on this in a public forum where our reply could be construed as acknowledgement of a person actually having been a part of a therapeutic relationship with us. Therefore, if this particular individual was a part of NOCD therapy, we will reach out to them in private to attempt to resolve any potential complaints, but we cannot confirm nor deny this person was actually a NOCD therapy Member and maintain their privacy if they were.  Here at NOCD, we value and investigate all concerns/complaints thoroughly to ensure the safety and well-being of all our Members.  We pride ourselves on continually evaluating our clinical practices to enhance our treatment delivery for quality assurance.

  
  *****************************, M.Ed.
  Chief Operations Officer
  NOCD
  ****************************************
  Suite **********************************

• Initial Complaint

  Date:01/02/2024

  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.

  I reported a series of traumatic incidents at the hands of my NOCD therapist, ******************************** to NOCD via a phone call and I never received a response following my report. In my therapy sessions, I was being treated for self-harm OCD. I was instructed by my therapist to grab the biggest knife I could find and jab myself with it repeatedly, and to hold it up against my skin. I did this on camera for several sessions and was assigned to do this to myself and to my boyfriend as homework. I was told at times that I wasn't jabbing myself hard enough and I was being too careful with the knife. Eventually, I found that I was getting bruises and small indentations from the knife and I realized what was going on was wrong. I saved all messages exchanged between us. I was told by the person I spoke to that there was probably a 90% chance that someone would be reaching out to me. This never happened. I decided to report the incident again through email and was told that the concern was escalated to their clinical team. Rather than asking me questions about the incident, they, instead, asked me if ***************************** was using ERP with me. When I responded that she was going to do ERP, just not the knife exposure because she considered it too risky and accidents can happen, their next message just asked if I was excited to work with her. I felt so betrayed and unprotected that I did not respond.Due to what I perceived as a lack of concern for my safety, both mental and physical, I severed my relationship with NOCD and found a different counselor. I still have not heard about the result of this investigation, but I have written two complaints against the therapist.

  

  Business Response

  Date: 01/10/2024

  Thank you for bringing this to our attention.  Due to HIPAA laws, we cannot legally comment on this in a public forum where our reply could be construed as acknowledgement of a person actually having been a part of a therapeutic relationship with us. Therefore, if this particular individual was a part of NOCD therapy, we will reach out to them in private to attempt to resolve any potential complaints, but we cannot confirm nor deny this person was actually a NOCD therapy Member and maintain their privacy if they were.  Here at NOCD, we value and investigate all concerns/complaints thoroughly to ensure the safety and well-being of all our Members.  We pride ourselves on continually evaluating our clinical practices to enhance our treatment delivery for quality assurance.

  *****************************, M.Ed.
  Chief Operations Officer
  NOCD
  ****************************************
  Suite **********************************

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21083985
  
  I am rejecting this response because:

  I am less concerned with the therapist and whether or not they worked for NOCD and more about the investigation into the traumatic experience that occurred. I don't feel that my experience was taken seriously and that my safety was jeopardized.

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

  

  Business Response

  Date: 11/08/2024

  NOCDs Chief Compliance Officer has fully investigated this complaint and has personally worked and cooperated with the Agent from the ******************* who is conducting the investigation on behalf of the professional licensing board who governs the Therapists professional license. It has also been confirmed that the training provided to the Therapist in question, by NOCD, was appropriate and in-line with the evidence-based treatment approaches taught and utilized by all NOCD Therapists. Upon further investigation, it was also determined that in this instance, this Therapist did not practice the therapeutic approaches as they were instructed to do by NOCDs training team and educational materials. Upon completion of the internal investigation completed by NOCD, the Therapist in question had their contract ended due to acting outside of the treatment protocols utilized and enforced by NOCD. NOCDs Chief Compliance Officer will continue to collaborate fully with any additional investigation activities as led by the ********************

• Initial Complaint

  Date:03/30/2023

  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.

  The business will not provide me a bill with diagnostic code to submit to my insurance, because I am on a "promotional rate".

  

  Business Response

  Date: 11/08/2024

  This case was resolved on April 21st, 2023. An email from NOCD to this individual was sent stating: I reviewed your chart and because it was not clearly disclosed to you that you were not able to utilize superbills while on a promo, I have enabled your ability to download your superbills on the member portal which will include your DX code on your statements. Thank you for your patience and understanding in advance. Please let me know if there is anything further I can do.

• Initial Complaint

  Date:01/09/2023

  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.

  About a year ago, I was seeking therapy. I found NOCD, scheduled a free consultation call and uploaded my insurance information. I had trouble uploading my secondary insurance, ********* so I had someone call me to manually upload it so they'd have both insurances. I was told I was covered and both insurances were all set. I was reassured that NOCD took both Harvard Pilgrim and ********* I asked several times because I knew I could not afford treatment. I was sent a form that had both of my insurances listed on it with my financial obligations. The form seemed to show that both insurances were in network and my co-pays for both ($20 for Harvard Pilgrim and nothing for ********** I've attached a screenshot of the mental health area of the form. I attended therapy for about 9 months. In that time, I was never billed anything, and I scheduled extra sessions with my therapist knowing I would lose ******** coverage soon. Several months after my therapy ended, I tried to see a new therapist through NOCD, which at that time, they suddenly informed me that they did not take ******** and I now owed a co-payment on ALL of my sessions from the previous year. Upon learning this, I logged into the site and noticed all of my balances on every statement said $0. I emailed with billing several times, asking them to send me the forms where it showed my responsibility, and I sent them a copy of the photo below showing them what I was sent. They could not produce any of the forms they claimed to have sent me showing that I owed a co-pay and that my ******** was not accepted. After the emails, I logged back into the site to see every statement had been altered to show a $20 balance. I was lied to in an effort to get me into therapy with NOCD. I could've easily chosen a therapist that accepted both my insurances. During therapy, they said nothing, they didn't bill me. Only after therapy ended did they decide to surprise bill me for hundreds of dollars for therapy sessions a year old.

  

  Business Response

  Date: 11/08/2024

  Thank you for taking the time to share your feedback with us. We genuinely appreciate your perspective, as it helps us continually strive for improvement. We are incredibly disheartened and apologetic that this was your experience, as it is far from our core values and principles. We realize billing and insurance is a complex and multi-step process. We strive to be transparent about our billing practices and are here to answer. At this time, NOCD isnt set up to *********************** meaning we dont fall under any of their categoriesparticipating, non-participating, or opt-out providers. This information is provided. A lesser-known aspect of navigating the complex world of insurance is that although providers may be contracted as in-network with larger plans, it isn't until we have your individual plan information that we can affirm this. As a courtesy, we have zeroed out the balance on the account.

  Customer Answer

  Date: 11/08/2024

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

• Initial Complaint

  Date:11/13/2022

  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.

  Before signing up with this company, I clicked the check my eligibility option on their website to make sure my insurance covered treatment. Their site verified that I was indeed covered through my insurance, so I proceeded with setting up an account and setting up a consultation. After going through all that time and effort and energy, I received a notification that my insurance did not cover any of their treatments, and then was provided pricing for full out-of-pocket payments. This is akin to a scam, and people should be forewarned as to how this company is preying on people that are desperate for help with their condition. This is a bait and switch type of operation, and Im baffled as to why would take advantage of people seeking help in this way.

  

  Business Response

  Date: 11/29/2022

  NOCD is focused on making care more accessible and affordable by working with as many health insurance plans as possible. About 2 of 3 Americans with commercial insurance can access NOCD ******* through their health benefits. NOCD is sorry that it didnt work out in this case but its also important to recognize that many OCD specialists do not accept insurance and charge high hourly rates. NOCD works very diligently to verify health insurance coverage down to the individuals plan level before any service is rendered. A quick check will determine if NOCD has a relationship with a health plan, but it takes a detailed member eligibility check to verify mental health benefits in the members individual or group plan. For individuals whose plan does not cover NOCD ******* services, competitive cash rates are available along with a payment plan option.

• Initial Complaint

  Date:08/11/2022

  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.

  At the beginning of 2021, I called NOCD about using their services and inquired about insurance coverage. They let me know that they were in-network with my insurance and that I would have $20 copays. They matched me with a therapist. I had no issue with the therapist. I met virtually with this therapist from February 2021 through May 2021. I had 13 sessions according to my records.I became concerned that I wasn't being billed a copay nor was I receiving a bill. I checked their website and looked up my insurance on their search engine. It again said my insurance was in-network. I stopped my sessions anyway.In early June 2021, I received EOBs from my insurance saying that I likely owed a large amount to NOCD because they were out-of-network. I immediately reached out to the NOCD billing team where eventually someone named ****** took over my case. She said they "found the problem" which was that they used an incorrect address for the therapist. Eventually, I got a new EOB but it was still listing NOCD as out-of-network. NOCD stopped replying to my emails.In 2022, I saw on the app that my bill was $360.84. I asked if this was the final bill. I was told no; they had more claims to process, even though it had been a year. Eventually someone in billing named ****** attempted to resolve my account. She did a claims review and said that "as one time courtesy" they "decided" to give me the $20 copay for each session which made my final bill $251.42. I am ready to pay this amount, but they are still not billing me correctly.NOCD continues to send me regular warnings that my bill is overdue, but they continue to bill me wrong, first for $587.42 and as of this morning the amount suddenly increased to $654.58. The billing section is a mess. The copays make no sense. I have never been billed correctly.I have reached out over 5 times since the last email from ****** on July 18th. I have called, emailed, and messaged on the app.

  

  Business Response

  Date: 08/15/2022

  Hi *****,

  
  Were sorry to hear of your concerns regarding your account.We do everything that we can at the start of services to ensure that each of our members are covered appropriately for the services that we offer. Often, it takes multiple efforts to get all claims paid correctly and to ensure we do not bill members until we are confident that NOCD and our contracted insurers are processing the claims as they should. This often takes a long time to remedy which, in this case, resulted in inaccurate invoices and long turnaround time.

  
  We sincerely apologize for the time it took us to invoice you correctly. I have followed up with you via email and phone to explain this to you but have not been able to get ahold of you.
  We have voided your claims out with your insurance and as our notes show have only invoiced you the originally quoted copay amount of $20 per session. Your NOCD account is now reflective of this agreement.

  
  If there is anything else that we can do to assist you,please do not hesitate to reach out.

  
  Again, we apologize for the discrepancies and hope that this issue is resolved.

  
  Thanks,
  *********************

• Initial Complaint

  Date:08/11/2022

  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 conducted a few OCD therapy sessions with NOCD between April 2021 and early July 2021. During that time, I had an FSA card to which my sessions copays were billed (my insurance paid for a majority of each session). I decided to part ways with NOCD in July 2021 as the services were not helpful to me and I'd found more effective therapy elsewhere. In the months following, NOCD did not reach out to me about any supposed balance - which made sense, given that my insurance had covered most of the costs of my sessions and the leftovers were paid via my FSA card. Now, in the second half of 2022, NOCD is suddenly sending me bills and claiming I'd never paid my copays. Worse, it appears they have manufactured sessions I never attended/scheduled AND submitted duplicate claims for a single session. I sent proof of payment from my insurance's website, and they are now saying I owe almost DOUBLE what they were previously claiming I owed. I attempted to reach out to NOCD's billing department this morning to parse the situation and was told I never paid despite, again, having sent proof otherwise from my insurance company. The individual with whom I spoke was also extremely condescending, saying things like "This is probably pretty tough for someone with OCD, huh?" and "keep up the great work." I am not a child, nor did I call about OCD-related concerns. It was incredibly unprofessional to speak this way and my concern was not even resolved.In sum, this company is creating reasons to double-**** customers and using extremely condescending language when those customers reach out attempting to solve the issue.

  

  Business Response

  Date: 08/15/2022

  Hi *********

  Thanks for taking the time to talk with me Friday afternoon regarding the copays that remained on your account. As we discussed, the owed amounts have been cleared from your member portal and I have confirmed with Cigna that payments were made.

  
  Again, I cannot apologize enough for negative experience as a direct result from the lack of transparency provided in our system. Often with HSA and FSA account the transmission is not as seamless as we'd like it to be. The comments that you reported, please know we do not take this type of reported behavior lightly and it is being addressed by senior leadership.

  
  If you have any further questions, please do not hesitate to reach out. Thank you for your understanding and patience.

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

  Customer Answer

  Date: 08/18/2022

  I accept the response and resolution that Zach worked out with me on Friday, August 12, 2022. While I am disappointed that it took escalation to the BBB for my concern to be taken seriously, I'm also appreciative that someone was willing to take a good look at the situation and speak to me one-on-one to find a resolution.