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Business Profile

Psychotherapist

Ellie Mental Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Psychotherapist.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 making my appointment with a new therapist, I had the worst experience with one of your customer service representatives. She not only created a new account for me when I already had one (which I didnt ask for), but she didnt send me the paperwork for my appointment which I was informed was supposed to be filled out before my appointment this morning. Now I may miss my appointment because of your incompetence. This is beyond unacceptable and my next step is to take legal action. Why is my paperwork not in my portal?

    Business Response

    Date: 07/07/2025

    Thank you for your feedback. Due to privacy regulations, we cannot confirm or deny if an individual is or has been a client at Ellie. However, please be assured that Ellie has a thorough grievance process in place to address any complaints received. If you have any further questions, please reach out to us at ************. 

    Customer Answer

    Date: 07/08/2025

     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.

  • Initial Complaint

    Date:08/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 NEVER answers their phone or returns calls. This is a mental health provider and it is unacceptable to to be able to get ahold of even a receptionist. Poor customer service and unprofessional.

    Business Response

    Date: 08/26/2024

    Hi *******!

    I am so sorry you have had such a terrible experience with Ellie.

    We are experiencing extremely high volumes of calls, and I know how frustrating leaving messages which then results in phone tag can be!

    We have attempted to call you, but would like to avoid continuing to add to the frustration.

    We will send you an email to attempt to connect!

    Thank you!

  • Initial Complaint

    Date:07/29/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Unauthorized credit card transaction. I was not given any type of statement, call or indication that the funds would be taken from my credit card. A total of $960 were withdrawn. They also did not run those charges through my insurance provider or attempted to contact me to resolve issue. The payment was withdrawn two weeks ago but I have not had any communication with Ellie Health Services since December of 2022.

    Business Response

    Date: 07/30/2024

    Thank you for your feedback. Due to privacy regulations, we cannot confirm or deny if an individual is or has been a client at Ellie. However, please be assured that Ellie has a thorough grievance process in place to address any complaints received. If you have any further questions, please reach out to us at ************. 

    Customer Answer

    Date: 07/30/2024

     I am rejecting this response because:

    I have made multiple attempts to contact them and I am just transferred but no one ever takes my call.

  • Initial Complaint

    Date:05/24/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Unauthorized transaction. I was given no statement or bill, they stole 604$ from my credit card. They also did not run this through my insurance provider or attempted to contact me in any way.

    Business Response

    Date: 06/06/2024

    Thank you for your feedback. Due to privacy regulations, we cannot confirm or deny if an individual is or has been a client at Ellie. However, please be assured that Ellie has a thorough grievance process in place to address any complaints received. If you have any further questions, please reach out to us at ************.

  • Initial Complaint

    Date:11/28/2023

    Type:Order Issues
    Status:
    Answered
    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.
    provide the care they agreed to provide by filling out the necessary forms needed completely and accurately, for my daughter to be provided medication at school per Dr ****** verbal directions

    Business Response

    Date: 12/15/2023

    Hello-

    Medication Management (******** has clarified instructions with provider and contacted patient's guardian to discuss. MM staff left voicemails and email requesting to set up additional time for patient's guardian with provider to discuss.  Patient's guardian has been provided updated instructions via email on 12/6. 

Ellie Mental Health is NOT a BBB Accredited Business.

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