Complaints

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

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Harmony Bay Wellness has 5 locations, listed below.

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  Harmony Bay Wellness

  1387 Chews Landing Rd Laurel Springs, NJ 08021-2760

  
• 

  Harmony Bay Wellness

  1130 Raritan Rd Cranford, NJ 07016

  
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  Harmony Bay Wellness

  36 Kresson Road Cherry Hill, NJ 08034

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  Harmony Bay Wellness

  623 Lafayette Ave Ste 102C Hawthorne, NJ 07506-2439

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  Harmony Bay Wellness

  205 Rockingham Row Princeton, NJ 08540-5759

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:04/15/2024

  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 website harmonybaywellness.com claims to offer in-person therapy appointments, so i gave them all my contact info. when i received a call this morning, the customer service agent informed me only ************************** appointments are available. i asked why the website claims to offer in-person visits and the representative became rude and dismissive. she said it was a third-party website which is an outright lie. when i called back to speak with someone else the customer service rep was even ***** than the first. she interrupted me every time i started to speak and would not address my concerns. the info on the website is a trap to collect patients' info and get us on their call and email list. it's a lie about their services offered.

  Business Response

  Date: 04/15/2024

  Thank you for reaching out. We are disappointed to hear you were dissatisfied with your experience. Client satisfaction and quality care are essential to us. We apologize for not being able to accommodate an in-person appointment. In-person appointments are in high demand and are fully scheduled at this time. We appreciate your feedback regarding the representatives you spoke with; we are looking into this and will ensure they have accurate information.

  Customer Answer

  Date: 04/15/2024

  
  Complaint: 21575937
  
  I am rejecting this response because:

  I am not here to complain that you do not offer in-person visits. I am here because you advertise on your website that you offer in-person visits, then your employees bullied me and lied to me when they told me the website is wrong and it's not going to be fixed. fix your website. it's false advertising and your customer service reps are gatekeeping the website error. your business is taking a bait and switch approach to new clients and when i questioned your employees they cut me off every time i started a sentence. they lied and bullied. your business practices are unethical and someone who's searching for mental health help shouldn't be met with the type of encounter i experienced today. judging by your response, you clearly are avoiding updating your website's false advertisement. you are blatantly ignoring the main reason for my initial complaint and honestly your response is insulting to me.

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

• Initial Complaint

  Date:04/11/2024

  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.

  I started out with Harmony Bay to find a new prescribing psychiatrist & psychologist/therapist to take over from my previous med practice, which I could no longer afford. My primary goal was to find these services with an in network provider, through my Keystone Health Plan East Plan (IBX). The 1st rep, who got my appl going, on the phone told me that HB does indeed take my insurance (I dbl checked with ******* that this was so) & that I needed to sign about a dozen or so forms to get the process going. Everything seemed great & on the same page, including my new psychologist. I even asked her how I should bill through my *************** said that I should ********* with the Billing Deptment. Today, I was just told that HB does NOT accept my med insurance IBX plan as told to me on the phone. The Billing Rep told me that her supervisor rejected my explanation & that by signing 1 of the many forms, that I am legally indebted to them for 3 retail charged sessions, including intake. I reminded ******* that, in the ***********, a verbal agreement carries the same legal weight as a written 1 & that this is a misleading way, imo, to do biz. As I told her, why would I sign up if my deductible/plan was not acceptable... if I had been told that then I would NEVER have signed up, right from the start. I am an honest person in business & would be shut down in my trade if I EVER made any promise that I did not uphold. This is about BASIC INTEGRITY. Perhaps this was told to me by mistake, but that does not allow HB to have done this, especially since my explanation was VERY CLEAR & TRUTHFUL. I asked ******* to pls let her supervisor know that this is a shady was to do biz, imo, but she said nothing more can be done... I even told her that my only recourse would be to post on HB FB page, as I am doing here with the info I told her I would be writing, including lodging a complaint with the BBB. But, as she told me, it is out of her hands & not to be taken up by ANYONE at HB.

  Business Response

  Date: 04/12/2024

  Upon looking into what was agreed upon and listening back on the original call we can confirm the follow:
  Client had keystone and was made aware that were NOT in Network. We then provided the client with Self-Pay rates for both therapy and psych. Based off the self pay rates for therapy and psych appointments, the client agreed and to Self-Pay rates because he wanted to pay close to $100per appointment. It is documented that this individual agreed to Self-Pay rates on 3/15/24, prior to the first visit on 3/25/24.

• Initial Complaint

  Date:12/07/2023

  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.

  Harmony Bay Wellness has been sending harassing letters to me, declaring that I'm not paying my bills despite the fact that I am paying them about $150 a month. Their workers are combative, refuse to listen, and they insist on having a credit card to stop the harassing letters. Due to multiple issues with them and THEIR SYSTEM rejecting my payments, I will not do that, and think it is patently absurd that they're issuing this demand. I want contact to be limited to ONE (1) statement a month, like a normal business, and acknowledgement of my payments.

  Business Response

  Date: 01/10/2024

  The patient has been making consistent payments however her balance is aging over 120 days. A letter was sent to let the patient know that her account will be sent to a formal collection agency if not brought to current. *** directed the team lead to adjust her account so that no additional outreaches are made at this time as the patient is making payments (last payment made $50 on 12/28/23) Patient has no future appointments.
  
  11/6/23 Call and e-mail was sent to the patient about a past due balance.
  11/6/23 Received an incoming call from the patient in reference to the account balance. Patient requested a letter to be sent to her assuring she will not run into any more billing issues. Rep had advised patient to allow time to research this issue to better assist her and will receive a call back.
  11/13/23 Patient made a payment on the portal for $50.00.
  12/7/23 Patient stated she is receiving letters threatening to send her account to collections. Advised that she has a balance that is over 120 days. Patient requested a call back from the supervisor.
  12/19/23 Team lead confirmed that the patient will not be outreached moving forward.
  1/10/24 Sent follow-up to Team Lead to reiterate that patient is not to be outreached.

  Customer Answer

  Date: 01/19/2024

  
  Complaint: 20975650
  
  I am rejecting this response because:
  

  I have gotten FOUR notices from this business in the last two days. I want contact STOPPED except for ONE statement per month. I am making payments, and this wouldn't be an issue for them if I gave them a credit card, which I do not trust them with because of issues on THEIR END in the past. It is UNACCEPTABLE that I am getting this volume of mail from them, and they are the ONLY ONES I have ever encountered this problem with. This is harassment. Stop.
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/08/2023

  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.

  I was going here from February 2022 to February 2023. When I started, I was told my visits for ******** would be $10 per visit after my insurance and a ******* program were used and was signed up for the program. As the year went on, the practice began to overbill me, but would correct it when I brought it up. Then when the year turned over, they were given my new insurance, and did not update it (and didn't inform me of issues until May). They tried to send me a bill of over $6k back-dated to include up-charging the visits that were billed at $10 as well as over $1k per visit for the ones after January. I have tried to resolve this with the company only to be copied on internal emails where the accounts payable department routinely lies about the situation and has ignored all my requests for resolving the matter.

  Business Response

  Date: 06/06/2023

  The client had received services here and have been receiving statements from our office, as well as explanation of benefits from the insurance carrier. This client had enrolled in the secondary program known as ******* which assists client with their out-of-pocket costs. The client was signed up and had been informed of how the program worked. ******* would assist the patient with patient responsibility leaving the client responsible with only a $10 copay per visit. The client had been receiving statements every 30 days once claims have processed informing them of the balance the insurance company did not cover. The client has received the statements showing them that the insurance had left them with a $40 copay. However, once claims processed,we had then sent the claim off to the secondary insurance ******* for reimbursement. ******* does have a longer processing time frame. The client had been charged $10 a session for the ********, however, the additional services the client had attended required the full patient responsibility the insurance company had left them responsible with. The client only had $10 collected per session for ******** from our office, we had reached out to the client on 10/27/22 to let them know the responsibility they had remaining on their account for both ******** and regular services. We had then reached out to the patient on 11/10/2022 to inform them we would be willing to set up any payment arrangement the client may need towards their outstanding copay balance.However, we did not hear a response from the client. In February we had gotten a response on claims from the insurance the client had previously provided stating that the insurance was no longer active. We had informed the client on 2/6/23 that the current coverage we had on file we no longer active and if we did not receive updated insurance information the charges were subject to self-pay rates as per our financial agreement. The client had contacted ** in April providing ** the updated insurance information. Our billing team had rebilled the denied dates of service to the updated insurance company. The updated insurance company had provided remittance for the outstanding claims leaving the patient responsible for a deductible. The patient had then been left with only a $10 copay responsibility for those services and the remaining patient responsibility had been sent out to ******* for coverage reimbursement.The client has only been held to a $10 patient responsibility for ******** services as for that is all ******* can be a secondary for. For any other service, the client was held responsible for the patient balance assigned by the insurance company. This client has not had any charges on their account since November of 2022. The client has and will continue to receive statements in the mail making them aware of the current balance on the account. The client will be able to remit payment on the patient portal, send in a check, or contact us with card information to remit payment for remaining services. 

  Customer Answer

  Date: 06/06/2023

  [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 will note that the client did not regularly send invoices and the billing department did not respond to any questions when I attempted to contact. The front desk was given new insurance information at the beginning of the year but apparently did not correctly record this new insurance.  I am now receiving bills from the company more than daily, so I am waiting to get response on what the exact amount owed is, because the invoices change, sometimes receiving multiple different amounts within the same day.  I will attempt to pay through their portal if possible.
  
  Regards,
  
  *****************************