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Business Profile

Mental Health Services

Array Behavioral Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mental Health Services.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 4 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:04/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Through my insurance this company advertised home based mental health services via my insurance. I made an appointment and then was directed to pay $100.00 via a debit or credit card. I get state based ******** as a secondary insurance that pays for my copays, deductibles, and such. So, I searched for a number to call to cancel the appointment. There was no phone number that I could readily find. I am not very technologically inclined especially if Im in a depressed state. They kept sending emails requiring a $100.00 for the upcoming appointment and there was no way I could cancel and I didnt have $100.00 in my account to pay for an appointment for a mental health service that I receive state help in paying. They starting harassing me and demanding I pay $100.00 for the appointment and then began to harass and demanding $100.00 because I didnt give them my debit card information. I never received a service from them and was never given a chance to cancel the appointment. Since their advertisement was on my insurances web services I assumed they would be taking my insurance. They sent me over to collection agency that is threatening to sue me. I am being harassed by a place who claims to help people with mental health and then uses the clients mental health issues against them by harassing for an appointment that was not kept because it was not officially made because I didnt pay for it as the terms required. I tried to find a phone number right after I was directed to enter a debit card that was required to make the appointment official. The appointment was never made because I couldnt pay out of pocket for it. These people should be ashamed for weaponizing mental health to get money they did not earn or legally have a right to demand. This is wrong.

  • Initial Complaint

    Date:10/31/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 recieved a collections bill for 325 dollars.Upon inquiring, i found that it was for missed appointments. I scheduled and attended one appointment with a provider on 06/29/24 but did not schedule any more as i was not planning to go back. I should not have this charge.I have left them emails on 10/24/24 and 10/30/24 and left a voicemail for a suporvisor in the billing department 10/29/24 with no response.The only person I was able to get into contact with was in the billing department on 10/29/24 who told me what the charges were for. she was unable to do anything about the collections and referred me to the supervisor that i sent the voicemail to.

  • Initial Complaint

    Date:06/16/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 a virtual appointment with array back in February for mental health. I didnt make it to the appointment and tried to cancel the day before by replying back to the automated message I received. The email was not saved and so a few days later I got a bill for $100 no show fee. I called and explained that I tried to cancel and had no idea they charge . She said everything is in the terms I signed. Nowhere in the terms says there is $100 no show fee. Second, I booked the appointment based on the insurance which they said they cover. When I received the letter with the bill it showed that insurance covered $0. Misleading and false information to get the customer book with them and then charge them a fee. Not only that but they take you to collections immediately. Now they are charging me $50 extra which is a lawyer fee and that I am responsible paying. They didnt try to help me over the phone, both the customer service and the lawyer were rude to me.

  • Initial Complaint

    Date:05/17/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 an appointment in March 2024, and had no issues receiving email or getting into the site. The appointment went well, and I made a follow-up with another Array provider. I had to wait TWO MONTHS for the second appointment.Sometime between March and the 5/16/2024 appointment, someone at Array messed up my email address, which was fine for the March appointment. So I never got information about logging on for the appointment and never got a call. The customer service representative, *****, was not compassionate about my situation at all, just all business. She could make another appointment for me, but it's ANOTHER two-month wait. Additionally, my notes from the March visit were never posted to the site, so I can't even take that information to a new doctor to get the medicine that I need. When I told ***** this, she said I have to call a phone number to get the files, but the number says to leave my information because they are closed on a Friday during business hours. ***** also had no insight about what happened to my email address and said she would let IT know about the problem. But no compassion, no understanding, nothing you'd expect from a mental health company. Avoid going to them as much as possible.

  • Initial Complaint

    Date:02/07/2024

    Type:Order Issues
    Status:
    Unanswered
    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 being bill for 2 visits that they say I made appointments for and didn’t show up. I informed them I never made the appointments and I asked for proof that I did in fact made them and they said it’s in my chart. Anyone can write anything in a chart. I ask them to prove I made the appointments with by email, written or video and they could not prove it. They threatened to send me to collections if I don’t pay. I feel like I’m being extorted to pay for something I did not order. They claim they sent emails confirming appointments which I never received. They say it came up delivered but in cyber world that means nothing. I refused to be threatened to pay for this as I did not agree to more visits

  • Initial Complaint

    Date:01/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Scheduled to see medical provider with Array at Home. At scheduling I asked if they take our insurance, and they said yes, so scheduled. Showed our insurance card at first appt, and they ran it and again confirmed they accepted it. Saw provider in person and online for 9 months or so, then get call from billing saying they DONT accept our insurance and we owe them $1,000. I told them we only made appt under the premise we were covered and they accepted under same premise. We would pay full out of pocket while we searched for provider who took our insurance. I did this for 2 months and then left Array at Home. Array never called or contacted me again and sent my file to collections. I argued with collections and Array and finally Array recalled it and I agreed to pay the copay for the said appts, which did, for $340. I told Array before I paid anything else I needed to know why I was paying for their admin mistake. I never heard back and they sent it to collections again. I paid collections to avoid damaging my credit report.

  • Initial Complaint

    Date:11/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    they repeatedly billed me for appointments I never made and now they sent them to collections. They are also impossible to get in touch with to rectify the issue and say its resolved but they dont

  • Initial Complaint

    Date:10/11/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    They use Scare Tactics to collect by sending you a letter from a lawyer.Array behavioral has a crazy 72-hour cancellation window and if you're cancel less 72 hours before your appointment you get charged a full price which is about $200 my wife and I both canceled appointments well before the 72 hour window closed and we're both charged. **************** claimed it was because we didn't cancel it in time however for one of the appointments we cancelled months in advance and asked customer service to cancel all further appointments, they did not. They then proceeded to not send us any emails or letters and then months later we just got a letter from a collections agency sign a lawyer.

  • Initial Complaint

    Date:10/09/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 got a bill from Array behavioral care in June 2023. It was for ******. My co payment should have been ***** dollars per session. I was waiting to pay it when I had the money. Sept 29, 2023 I called them to make a payment I was told my bill was ***** that I would have to call the collections company to pay it. I called the collection *** and they didn't have it to call back on the Oct 9. I called they still didn't have it. I called Array again Oct 9 and was told I have to talk to the supervisor but wouldn't be in until the next day.Previous to this I was working with a therapist but quit because in order to sign into my session they wanted ****** when my insurance covered leaving me a co payment of *****, they did that several times and then I just quit I didnt have that money. They wouldnt let me have my session until I paid. Now all I want to do is pay the ***** so my credit isn't affected. They never notified me about the change of the amount after my insurance went thru.Can you please help?

  • Initial Complaint

    Date:07/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 company provides on-line counseling via internet, cell phone web communications. However, I was told that no IT issues existed by my therapist, which were untrue. The link sent by the therapist was not functional, either timed out or disappeared, and problematic. This made the information I filled out online via the link, null and void, plus prevented the online session from happening repeatedly. My issue was that I was told it was my fault, the only one that complained about technical issues, or looked at as an illiterate person, all untruths. ******** care confirmed that ********************** at Home knee about the issues from a computer upgrade, but did absolutely nothing to communicate this issue with all employees, including IT and the therapist.

Array Behavioral Care is NOT a BBB Accredited Business.

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