Business Profile

Mental Health Services

Harmony Bay Wellness

Complaints

This profile includes complaints for Harmony Bay Wellness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

28 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/21/2025
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 had a virtual counseling appointment set for April 15, 2025. I attended on time. My therapist asked me on arrival if I was in a different location because the room was different. I told her I was in ****** visiting my uncle. She informed me that she could not continue with the appointment bc I was not in the state of **. She never disclosed to me that this would be an issue. And told me she would have to cancel the appointment and charge me the cancellation price even though I attended. And suggested that I battle it out with billing. I then reached out via email to billing customer service asking why I was charged $50 when the copay was typically $10. I was told I was charged a cancelation fee even though I attended. The money was debited from my account in less than 24 hours. I proceeded to call them and nobody answered. I requested a call back and nobody called me back. I wrote another follow up email to the company requesting further help with this issue and have not heard back since April 17. I feel this was an unethical violation of my patient/therapist relationship and am seeking my $50 back. Thank you for your help in this matter.
Business Response
Date: 04/24/2025
At Harmony Bay we take client satisfaction very seriously. We do apologize for any miscommunication. A refund of $50.00 has been issued back to your credit card. We regret not meeting your expectations.
Customer Answer
Date: 04/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

Rae Wine
Initial Complaint
Date:02/10/2025
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 started therapy services in January of 2024. My insurance was in-network and I was assured my appointments would be covered. Within 6 weeks, including my intake appointment and first two therapy sessions, I have paid over $830 to Harmony Bay. The problem with this buisness is they are billing insurance companies ***** or ****** per session. Even with great insurance, I am paying over 100 out of pocket per session. This place is overcharging on services, and then is unavailable to help you with any billing issues. I have called the billing phone number multiple times and have been put on 60 plus minute holds. I was never able to speak with anyone in the billing department. This place is truly unethical.
Business Response
Date: 02/19/2025

At Harmony Bay Wellness, we appreciate the trust you have placed in us for your care. It is a privilege to be a part of your healthcare family. We would like to thank you again for sharing your experience.

Our billing department has reviewed your account and all claims were processed correctly according to your insurance carrier. Your balance is a result of your insurance deductible with your plan. We do regret that you remain unhappy with our charges and are always disappointed when a patient is dissatisfied with their care experience.

Thank you.
Initial Complaint
Date:01/14/2025
Type:Order 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.
On Monday January 6th was my consultation. I was expected to and eventually paid $150 to Harmony Bay Wellness telehealth. Phone number on Harmony Bay website to reach them is ************.The business provided an expectation for psychological and psychiatric help. The nature of dispute is that they determined I was too suicidal to assist (but not to ***** act, as I stated I had no means) and or too schizophrenic to accept as a client. Then still required me, who had no insurance, to pay the $150. My partner paid for it. They then refered me to an intensive outpatient program that was more expensive then them. The injustice comes in at charging the poorest of the poor. Suicidally poor and poverty poor. I had no idea the consultation I hoped would lead to schizophrenia medication, would turn out leaving me hopelessly dead ended and out $150. I wonder how many others who are "too suicidal" are paying $150 for a consultation. The business thought they were resolving my dispute when they refered me to the *** program but it turned out a dead end because I am too poor. The issue does not directly involve advertising but an expectation to not be left a suicidal schizophrenic with utterly no help. My fear is this is happening to others as well. I will state again I currently have no means to commit suicide, so please do not ***** act me. I am seeking the regard of the Better Business Bureau on the practices of charging $150 non refundable consultations for those severely bad off and deemed unhelpable by the business. They have not a care for what happens to me.
Business Response
Date: 01/21/2025
At Harmony Bay we take client satisfaction very seriously and regret that we did not meet your expectations. You were disappointed that after your intake session we referred you to an intensive outpatient program that was too costly. We did provide you with two community care options that both offer financial assistance. Please let us know if you would like us to email you that information again. You were made aware of the intake charge before having the intake and the intake was completed, please accept our apologies if the results of the intake session were not what you had anticipated.
Customer Answer
Date: 01/21/2025

Complaint: 22810058

I am rejecting this response because:
First of all, you may have informed me of the cost but you do not list on your website reasons consultations should fail according to your requirements. More and more I am feeling society and future potential clients should be informed that if they are deemed too bad off the consultation will fail and they will be out $150.
Secondly, I called Health First Behavioral Wellness again and they compassionately informed me again that they do not have so much as a sliding scale for the uninsured. Therefore no, there is no financial assistance. The other business you listed is miles and miles away from me, impossible. My partner works and cannot drive the required 3 times a week and that is if they even have financial assistance.
And a Third:
It should be made known that I was not "referred" anywhere, as my name and Harmony Bay Wellness was not given to Health First Behavioral Wellness, when I called they had no clue who I was and had to start all over, with what lead to a dead end financially.
What will society think? Charging those deemed by you as too bad off and leading them nowhere.
Regards,

Kayo Dame
Business Response
Date: 01/28/2025
We deeply regret that you remain unsatisfied with our decision. Pursuant to your request another review of this matter was conducted by the Chief Operations Officer and the Director of Compliance. As a result we concluded that you were made aware of the cost of the intake session prior to the session occurring. The intake session was completed,and resources were provided to you. The results of our investigation will remain unchanged and this matter will be closed. It was deemed that care was appropriate and are sorry that you were not happy with the outcome.
Customer Answer
Date: 01/30/2025

Complaint: 22810058

I am rejecting this response because:
If you cannot help me than you should not be charging me.
I went in with the expectation that the consultation would not fail because I am civil, behaved.
Does nothing go off in your hearts for someone deemed so bad off by you? You washed your hands of me when you listed a resource, which is not the same as a referral. That resource you claimed had financial assistance, when it did not. I see you failed to address that.
Your company made me believe I had fallen into a hole in society where if you are too suicidal but have no means, and or too psychotic, you would be turned away.
Let me introduce you to Palm Beaches Psychiatry. I found them online as my last effort, going above what you instilled in me, that I was beyond help. I am now a client with medication and a correct diagnosis, to top this whole disaster off- you misdiagnosed me, missed my mania episodes. I am not major depressive disorder severe with "psych symptoms"...
I am Bi Polar and Schizophrenic therefore Schizoaffective.
You made my life so much worse, $150 out, misdiagnosed me, no real referral - not a proper one, not one with financial assistance either....and, left me believing I was beyond the help of psychological and psychiatry services.
Regards,

Kayo Dame
Initial Complaint
Date:12/17/2024
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 started therapy via telehealth in June with Harmony Bay. My insurance had a $0 copay for telehealth behavioral health appointments. I discovered two random charges on my credit card in the amount of $129.81, on November 9th and December 2nd. I checked my Harmony Bay statements and it had a “family” fee. I only utilized individual therapy. I have tried contacting Harmony Bay billing department multiple times over the past month and a half. I have called their billing department four or five times and emailed three times. When I call, I am placed on hold for 30+ minutes and never get the opportunity to speak to someone. I have put my name on the “save your place in line” list to receive a call back and have not.
I would simply like them to refund the two charges totaling $259.62.
Business Response
Date: 12/19/2024
Thank you
for sharing your experience, customer satisfaction is very important to
us. We need to get more information on your account so we can investigate this matter.. Please contact our Patient Advocate at ************ so we can discuss this matter and investigate your concerns.
Customer Answer
Date: 01/06/2025

Complaint: ********

I am rejecting this response because:
I am rejecting this response because:

I have not been contacted for follow up. I left a message with Patient Advocate Michelle today (Friday 1/3) after waiting 5 business days and did not hear back.
The charges remain on my credit card.

Regards,

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

Regards,

******** ******
Business Response
Date: 01/06/2025
Pursuant to our conversation of today, our billing department has reviewed this matter and contacted you. I am having them reach out to you again in regards to your insurance information.
Customer Answer
Date: 01/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** ******
Initial Complaint
Date:11/04/2024
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.
*** is an outright scam. I called to begin therapy services in June 2024 and when I called, I asked them how much it would cost and was assured that my insurance was accepted. Assured of that, I chose to begin services. I never received a bill from that point through October 2024. Aside from the fact that my therapist was completely inept to handle my case, which is a different matter entirely, in late October I was emailed this:"We are reaching out to inform you that unfortunately you have an insurance policy that we do not accept at Harmony Bay. We apologize for the incorrect information we have provided."They fully admitted that they misinformed me and still have not removed a $1685 balance that was added MONTHS after I began services. How wasn't this caught when my services began? It would have been. They lied to me and waited until my therapist quit to make me aware of it before slapping me with this obscene bill, probably because they assumed I was about to terminate services with them too. They want to bleed their clients dry and I caution everyone to steer clear of this place. It should not be my financial obligation to pay this absurd bill when I would never have began services had I not been lied to. Even besides that, the No Surprises Act protects me from obscene charges of this nature. *** needs to remove this charge from my account.
Business Response
Date: 12/18/2024
Please accept our apologies for this experience. All charges have been voided and our staff has been reeducated on making clients aware of the status of their insurance acceptance. We regret that we did not meet your expectations.
Initial Complaint
Date:10/15/2024
Type:Order 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 submitting my complaint regarding the BBBs overall monitoring of business owners' responses to complaints. It is concerning that this organization has a documented history of questionable billing practices. I am particularly alarmed that this purported healthcare organization is permitted to respond to BBB complaints in a manner that clearly violates ***** regulations. Why is there no oversight in the communication between businesses and consumers in this context?
Business Response
Date: 10/17/2024
Thank-you for your feedback. We remain diligent in our actions and responses to every client and conduct each individual investigation privately with our clients depending on their chosen platform; whether, email,QR code, letter, phone call, ****** review, and/or BBB etc. We communicate with our clients in their preferred platform and provide service recovery. If you wish to contact our office please call ************.
Initial Complaint
Date:10/03/2024
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.
I am writing to formally dispute a recent charge of $150.00 that appeared on my debit card, which I believe to be an error on your part regarding the billing process during my visit in September ******* that appointment, I provided my insurance information as required. However, I was recently informed by your team that my claim was never submitted to the insurance company and that it is now too late to process the claim. This situation is concerning, especially as I maintained continuous medical coverage during that timeframe.Furthermore, I have not received any bill or correspondence about this charge until after the deduction was made from my account. When I reached out to Harmony Bay for clarification regarding this matter, I was told, "I am not going to discuss this with you," which I find quite unsatisfactory.Given these circumstances, I do not believe I should be held accountable for this unexpected charge
Business Response
Date: 10/08/2024
Hello Amanda,
We would like to thank you for sharing your experience, but also apologize for it not meeting your expectations. Based on the concerns you expressed, your complaint was forwarded to our billing manager. She refunded $125.00 back to the credit card that you have on file.
If you have any questions, or additional concerns, please respond to this message.
Initial Complaint
Date:08/10/2024
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.
From July 1st 2023 through July 2024 I was billed full amounts and higher amounts straight to my credit card that was on file for copay only instead of my two health insurances. I called repeatedly and was told repeatedly on recorded lines that my charges were being billed to my health insurance and in this times a still unknown sum total was billed to my Doscover credit card instead that resulted in a higher interest rate, higher interest paid, and my credit score to crash as it was viewed as both reckless spending and severely altered my credit available to debt ratio. I was also told at least once *** recorded line that was balance was zero because my insurance must have covered everything, leading me to assume that my insurance had no copay for this service provided. I was never called or email. I was paperless and on autopay. When asked about it they did not offer an apology or a satisfactory resolution and instead refused to refund the money for the time being or do anything else to help. Other than stating for now you don't have to pay for the next $500, and my statement now showing -$500 as my balance. I asked about the insurance before my current insurance being billed and was told they did not know if they billed it or not and suggested I find out myself so at this time they refused to address or refund the improper billing. The previous insurance, UPMC, had not been billed, and I called and let Harmony Bay Wellness know and when I called UPMC again a few days later Harmony Bay Wellness still had not billed them for the 6 months of services they promised to. The current insurance provider I have had since January 13th 2024, APWU plan through United Healthcare, who had also not been billed once has been notified as well and again all charges onto the Discovery Credit card that were supposed to be copay only have been disputed. I want my credit score returned to what it was when this started and compensated for interest paid and the charges immediately.
Business Response
Date: 08/19/2024
Hello *****,
I do apologize to hear that your experience did not meet your expectations. Your complaint was sent over to your billing manager; she left you a voicemail on August 19th, explaining that the credit card that you had on file has been removed. She also informed you in the message that she will be issuing you a refund check. Please give her a call back at your earliest convenience to confirm the address that we have on file for you is correct.
If you have any further issues or concerns, please see free to contact our billing manager who left her direct line.
Thank you!
Customer Answer
Date: 08/19/2024

Complaint: 22122931

I am rejecting this response because: As stated and as they are aware there is already a card dispute and the amount is to be issued to the card associated, which foes not need to be on file to have refunds issued to it. Also all calls are sent to voicemail on their end then not returned for ****************************** addition Harmony Bay Wellness has yet to make one sincere apology or remove the charges from my credit history or refund the interest laid on them. This is all completely unacceptable professionally and ethically and is absolutely inexcusable.

Regards,

*****************************
Business Response
Date: 08/26/2024
Hello *****,
I have been working closely with our billing department and unfortunately, we are unable to remove charges from your credit history nor are we able to refund you the interest charges. We can refund the charges that were charged for the services that were rendered but interest charges are not charges collected by us so we cannot refund those amounts.
I deeply apologize for the inconvenience that this has caused. Our billing manager has approved the charges we collected to be refunded and has made many attempts to confirm the address on file for you. If you can give her a call back at your earliest convenience to confirm your address, the check will be sent shortly after.
And if you have any additional billing concerns, you can reach out to her as well.
Customer Answer
Date: 09/10/2024

Complaint: ********

I am rejecting this response because:Hello. I'm writing to say that my BBB complaint is not resolved and that I want the complaint to appear as not resolved on the BBB page. The organization (Harmony Bay Wellness) could have absolutely refunded the interests accrued during the time of their inappropriate billing an they are well aware that there is a dispute still open with the credit card company that they refuse to resolve and instead are trying to get me to accept a check. The dispute for the charges includes interests. They have made no apology and have done nothing to refund the interests or resolve the card dispute. The complaint is #********. I was sick with a medical issue and didn't see their delayed response. Thank you for your time.

Regards,

*****************************
Business Response
Date: 09/11/2024
Hello *****,
Service recovery has been attempted from multiple departments. We apologize you remain unsatisfied. Charges for services rendered have been approved to be refunded. Please give our billing manager a call to confirm your address, or you can email me directly at *****************************************************.
Waiting on client to provide address for check to be sent.
Customer Answer
Date: 09/12/2024

Complaint: 22122931

I am rejecting this response because:
I called today at 1:21pm and no one answered. I requested a call back. No one called me. Multiple attempts have not been made. I git one call and it was to avoid addressing the credit card dispute. The appropriate response would have been to settle the credit card dispute, which *** have refused to do, apologize, which you have refused to do, and take action to have the charges taken off my credit score, which you have refused to do. Since launching this, I have had one session, which you did not bill to my insurance and instead subtracted a. Higher amount from a negative amount shown that you owe me under my balance, now showing it as you owing me less. Please fix that, bill my insurance, and offer an apology at the very least. I will send an email since you clearly will never settle my credit card dispute but you should take action to have the charges removed from my credit report and apologize.

Regards,

*****************************
Business Response
Date: 09/17/2024
*****,
We are sorry you remain dissatisfied despite our best efforts, outreach and reimbursement check mailed to you.
Initial Complaint
Date:07/16/2024
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.
Harmony Bay Wellness is a scamming business more interested in pushing appointments (and billing) than in serving customers who seek their counseling services. They booked me appointments without my consent or my awareness, matched me to the wrong therapists, and sent me a bill as "self pay" when I had already entered all my health insurance information and confirmed coverage with my health insurance. They are hard to get a hold of (most times all one can get is their automated answering service) and are rude and pushy once we finally get to speak to someone on the phone. After all these many issues, once I got to speak to a therapist, the person was nice but clearly incompetent. This company is positioned as a mental health provider but instead they prey upon people in need of mental health services. Stay away from these scammers.
Business Response
Date: 08/02/2024
*********************, Patient Advocate
Initial Complaint
Date:05/07/2024
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 met with them for an hour and then they told me they didnt have anyone that could meet with me for 6 weeks and I needed medication I didnt have 6 weeks so I switched to a different provider and asked for the record of the call I did have. I had to call 4 times to get the info and when I got it every question said that the program didnt save it but she thought I said things and it was all completely wrong. If I would have stayed with them and met with a therapist theyd be asking about things that never happened and would have been missing what I have actually been through. *** talked to billing and they still want me to pay for the service. I could file a grievance but *** spent enough time and I thought talking to them was filing a grievance. So I guess I pay for falsified documents.
Business Response
Date: 05/16/2024
We have looked into this and sincerely apologize, there was a system error, and the client will not be charged for the appointment. I can confirm a refund was processed on 5-16-24. We are taking a deeper look into this to ensure it does not happen again. If there is anything further the client needs, please reach out and we would be more than happy to assist.
Customer Answer
Date: 05/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 do wish that this could have been handled without having to pursue further action. I talked to a rep and she reached out to her manager and they both stood behind the charge. I had to escalate it in order to get the help I needed.

Regards,

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

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Harmony Bay Wellness is BBB Accredited.