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:12/19/2024

  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 was charged a $50 late cancellation fee by HardLoop (billing company for Happier Living) for an appointment I had already canceled. I had previously discontinued services with my provider due to issues with prescription management and explicitly declined being reassigned to another provider. Despite canceling services and declining reassignment, I was charged for missing an appointment that was incorrectly kept in their system with a provider I had specifically asked not to see.When I disputed the charge, HardLoop repeatedly asked for proof of cancellation, even though they should have records of my cancellation and explicit request not to continue with the provider. They claimed I booked the appointment on 9/2/2024, but this contradicts the fact that I had already ended services with the provider and declined reassignment.The company appears to be exploiting a loophole in their system by maintaining appointments for clients who have explicitly terminated services, then charging cancellation fees. This practice seems particularly problematic given that they serve mental health patients. I have discovered through the BBB website that there are other similar complaints about HardLoop's billing practices.I am requesting a full refund of the $50 charge, as I should not be financially responsible for an appointment that was scheduled after I had already terminated services and declined further treatment.

  Business Response

  Date: 12/19/2024

  Thank you for sharing your experience, *******. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  Clients always have the option to reach out to our *************** team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ****************************************** so we can discuss this matter further. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22707151
  
  I am rejecting this response because I called and cancelled services completely. I was asked by Happier Living why I cancelled all services. I told them that I was not happy with the Therapist I had due to prescription issues. I certainly wasn't expected for another appointment to be scheduled for me the following week with the SAME PROVIDER I fired. I never made these appointments. They were automatically scheduled for me. And when you fraudentaly charged me a "cancellation" fee for an appointment that I did not physically schedule, I knew I would never seek services from Happier Living again. I now believe that this company isn't a mental health facility after all. I believe you are an independent "scheduling" company with a cancellation-fee business model that rips off patients who believe they are dealing directly with a mental health clinic. Because why not just schedule me with a different provider with the missed appointment you're charging me for? Also, if you were a real mental health facility, you wouldn't want to lose a long term patient over $50. So this whole operation is a scam. I will consider the $50 you stole from me as a loss I have to take simply for seeking needed therapy. I will be paying attention to your BBB file to see if more people come forward of your shady business practices and maybe we can file a class action lawsuit for causing mental anguish. Any victim reading this, if you're interested in joining forces one day, email ******* at *******************************
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 01/07/2025

  We appreciate your feedback, and we understand the charges that occurred are frustrating. However, all charges are valid and unfortunately, we will not be able to provide you with your desired resolution. We would be happy to discuss this matter further with you directly by phone or email.  If you have any additional questions/concerns please contact us at **************************

• Initial Complaint

  Date:09/04/2024

  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 receive telehealth appointments for mental health through Happier Living, and they use Hard Loop to manage insurance eligibility and payments. I have received insurance disqualification alerts repeatedly this year although I have eligible insurance. I contact Hard Loop every time to update them of my eligibility, and I cancelled one of my appointments because I was concerned I would be billed the full amount. Hard Loop updates me of my eligibility every time either through email and on the phone. I do not like this situation because it stresses me and makes me wonder if it happens to others with more severe mental health issues or financial issues than I have. I can provide proof of disqualification alerts, if requested. Email disqualification dates: 06/20/24, 08/11/24, 08/17/24, 09/03/24 Text disqualification dates: 07/20/24, 08/17/24, 09/03/24

  Business Response

  Date: 09/04/2024

  Thank you for sharing your experience, *****. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further.

  Customer Answer

  Date: 09/18/2024

  I am following up that the issue didn't happen with my therapist last Tuesday. It appears to be resolved. I appreciate that ******* Living helped me, but I wish I hadn't had to contact the Better Business Bureau when the issue wasn't resolved earlier. I hope other clients of Happier Living look at my complaint if they have a similar issue. 

• Initial Complaint

  Date:08/21/2023

  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.

  Hardloop is refusing to bill to the appropriate billing address after 3 months of no issues, all of a sudden they made a billing error by sending the bills to the incorrect address for payment. It is impossible to reach a representative via phone and both my insurance and I have attempted to resolve this issue multiple times. This issue had created serious health harm, it caused me to have a nervous breakdown down and go to the *** They charged my credit card without my authorization. The medical provider is in network and I am ********* This is unethical and should not be allowed. I have email exchanges that clearly explain the issue.

  Business Response

  Date: 08/22/2023

  Thank you for sharing your experience, *****. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. 
  
  

• Initial Complaint

  Date:07/06/2023

  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.

  On 7/19/2022 I was scheduled for an appointment by ******* Living with ******************** for telephonic mental health services. I was on the call as appointed and spoke for about 10 minutes with ******************** to initiate treatment and services. During the establishment of care, I was under the impression that we were located in the same State for the services provided. Come to find out that ******************** was not located in my state and could not provide her services at that time. ******************** stated that this happens often and is a glitch in the system. I was advised per ******************** to call Happier Living to establish proper treatment from an in-state provider. I was concerned about being cancelled, which I was present for, about being charged a cancellation fee due to the websites faulty issues. I was assured by ******************** that no cancellation fee would apply as long another provider was assigned to my care after I called Happier Living. I immediately called Happier Living to explain the circumstances that had arisen from my phone call with ********************. Happier Living then refused to provide another provider to me for services until I paid the $460 cancellation fee, for the meeting I had just hung up with less than 10 minutes prior. I never cancelled, nor did I not show up for the service. In fact I was proactive in speaking with the physician to establish clarity, and ensure I would not be charged. To this day, one year later I am still being harassed by HardLoop on behalf of Happier Living for services not rendered but there inability to provide a resolution or an alternative were never provided even when I was on the call on the exact date and time it was scheduled for. If I did not mention the states I was located in, the service would have been provided, and I would not have been charged this egregious heinous charge. I followed all rules as I was instructed only to have been harassed by this company for cancelling an appt that I ATTENDED for a year now.

  Business Response

  Date: 07/10/2023

  Thank you for sharing your experience, ***. Were sorry it fell short of your expectations. 
  
  However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. 
  
  All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. 
  
  At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 07/11/2023

   
  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:04/27/2023

  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.

  HARDLOOP manages the payments for HAPPIER LIVING where I see a therapist. They generally charge between $175 to $225 per appointment. On April 27th, 2023, I showed up for my regularly scheduled appointment with my therapist. She asked me where I was and I replied "*********, **." She said that she couldn't see because I was out of state. I reminded her that we had an out of state meeting two weeks prior and she said that we should forget about that one, but that she had to tell HARDLOOP about this appointment. I asked, "Am I going to be charged another cancellation fee?" And she said, "I don't know, I have to reported because otherwise is fraud." So we didn't have the appointment and she reported it to HARDLOOp and on top of the regular fee, they charged a cancellation fee of $117 dollars. I wrote to them and asked why and they said that because the send the paragraph below with my "appointment reminders" me showing up for my appt in a different state was considered a cancellation. I asked them to show WHERE IN MY CONTRACT WITH HAPPIER LIVING DOES IT SAY THAT I WILL BE CHARGED A CANCELLATION FEE FOR SHOWING UP TO MY APPOINTMENT? The paragraph below states that I will be responsible for the appointment fee, WHICH I WAS CHARGED ANYWAY, but it doesn't say that I will be charged a cancellation fee. HARDLOOP is notorious for handing out these charges ****************. IT'S A RIP OFF. -------IMPORTANT: Despite this being a virtual session, due to licensing laws, at the time of your appointment you must be physically located in the same state as your home address that we have on file. Otherwise, your clinician will be unable to continue your session and you will still be financially responsible for the time you reserved.

  Business Response

  Date: 04/28/2023

  Thank you for sharing your experience, *******. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further. 
  
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19991027
  
  I am rejecting this response because: I was still charged a cancellation fee for an appointment I did not cancel.

  They said that if I was in a different state I could not attend the therapy session and that I will be responsible for the appointment fee. THE APPOINTMENT FEE WAS PAID IN ADVANCE, and I WAS ADDITIONALLY CHARGED A CANCELLATION FEE FOR AN APPOINTMENT FOR WHICH I SHOWED UP. HARDLOOP CANCELLED MY APPOINTMENT AFTER I SHOWED UP AND THEN CHARGED ME THE **** THEY SET THEMSELVES UP TO GET PAID TWICE.

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

  Business Response

  Date: 05/15/2023

  Hello *******,

   

  We appreciate your feedback, and we understand the charges that occurred are frustrating. However, all charges are valid and unfortunately  we will not be able to provide you with your desired resolution. We would be happy to discuss this matter further with you directly by phone or email.  If you have any additional questions/concerns please contact ** at *************************. 

  
  

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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 cancelled an appointment 5 mins after I made it because I received an email saying I would not be able to keep the appointment if I didn't have a card on file. I attempted to put my card information in but the site did not update in the account tab on their website so I cancelled it since according to the email I wouldn't be able to see the therapist. The card did update on their end so they charged me $124 for canceling which I would not have cancelled it if I could have seen that it was updated on my side. I just want my money back because it was their fault that I cancelled the appointment.

  Business Response

  Date: 02/01/2023

  Thank you for sharing your experience, *******. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ************************* so we can discuss this matter further.

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 7/3/2022, Hardloop billed my checking account for a total of $2,695.00 for dates of service with my health care provider between 03/16/2022 - 05/11/2022 due to an insurance error. I immediately contacted Hardloop and my insurance company on 07/04/2022 and 07/05/2022 to rectify the error. Hardloop then advised me that as soon as the claims had been reprocessed by my insurance company, that Hardloop would then process my refund. My insurance company confirmed that all pertinent claims had been reprocessed, approved, and paid out to Hardloop as of 07/13/2022; however, no one ever attempted to contact me and 5 WEEKS later, Hardloop has still not processed my refund. I have left several voicemails that have NEVER been returned, and I have sent countless emails with very limited response. I have requested to speak with a Manager and/or Supervisor on several occasions, but no one has even attempted to contact me. I am now 2 months in back rent and cannot afford the medication I need due to this issue. I need this money to LIVE, to feed my child, to keep a roof over our heads. 5+ weeks is an absurd amount of time to process a refund. Hardloop has now been paid TWICE which is illegal and I need this refund NOW.

• Initial Complaint

  Date:07/11/2022

  Type:Sales and Advertising 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've had significant billing issues with this facility. They outsource their billing to a third party, Hardloop. Claims are not processed correctly, so they get denied by the insurance company. Then, without any notification, Hardloop erroneously charges your credit card on file. Last month alone, they charged about $1,000 to my card, when I only owed $25 co-payments tgat should have been applied. Several hours have been spent on the phone with Hardloop and the insurance company to resolve the issue and have the claims resubmitted, which should not be the patient's responsibility at all. Even though Hardloop is aware of this issue and has direct contact information to reach out to the insurance company prior to charging any questionnable items to my credit card, they refuse to do so. Their English is very poor, which only exacerbates the problem, and they routinely refuse to put you through to a supervisor when requested to do so. Service and quality of medical care has severely been impaired by this, and I am aware that many patients are experiencing the same issues.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hi ******, Thank you for bringing this matter to our attention. After your sessions, claims were sent to your insurance carrier, ***, who then denied your claims. We have been in correspondence with *** to verify that your copay for your visits should be $25 and have issued a refund for your charges. We are currently waiting for Explanation of Benefit (EOB) summaries for your visits on 6/14/22, 6/16/22, 6/28/22, 6/30/22, 7/5/22, and 7/7/22. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you're ¬¬¬¬fully aware, the only reason the claims were denied was because you used incorrect billing codes/improper billing procedures. Even after I'd spent a considerable amount of time straightening out the mess with the insurance company (on multiple occasions) and had provided you with the contact info and call confirmation code to verify the information, you still proceeded to charge hundreds of dollars to my credit card without my authorization or knowledge. A few times, the insurance company actually confirmed they had electronically transferred funds into your system for the reprocessed claims and you had it in your possession when you charged my credit card. In just one month, you overcharged me about $1,000 and then made me jump through all kind of hoops to get it back. I even had to spend three of the sessions I was paying for trying to resolve the issue. An ultimatum was then placed on me to "let go of control" and allow them to keep doing the improper billing as they had been or be referred out! This wasn't an isolated incident. It happened to me many times, happened to several of my therapist's clients and is the basis for several of the complaints on ****, which is why you have a two-star rating. https://www.****.com/biz/******************************* I think it's truly horrible how you are treating people that you are being paid by to help!! Business Response /* (4000, 9, 2022/08/03) */ Hi ******, I apologize for the frustration that this has caused you. Per the Centers for Medicare & Medicaid Services, CMS (https://www.cms.gov/medicare-coverage-database/view/article.aspx?articleId=57520&ver=20) Current Procedural Terminology (CPT) codes offer doctors and health care professionals a uniform language for coding medical services and procedures to streamline reporting, increase accuracy and efficiency. CPT codes are also used for administrative management purposes such as claims processing and developing guidelines for medical care review. CPT Codes 90832-90838 represent psychotherapy. Psychotherapy without medical evaluation and management services are reported as 90832, 90834 and 90837. All visits are consistently documented and billed based on the 1995 and 1997 Guidelines for Evaluation and Management Services provided by the Committee for Medicare Services. The CPT codes utilized to bill for services are supported by your medical records. ************** submits a single claim for each date of service. These are standard billing practices. Regardless of the billed amount to insurance, insurance will only cover what is considered the contracted rate less any patient financial responsibility - also determined by insurance. As outlined in your signed payment policies: "All co-payments, co-insurance and deductibles must be paid at the time of service. This arrangement is part of your contract with your insurance company. In the unusual event that a required co-payment, co-insurance, or deductible amount is not collected at the time of service, your signature on this policy provides your consent and authorization for us to charge the credit card we have on file for you in the amount of any required co-payment, co-insurance, or deductible that is required pursuant to the terms of your insurance policy. Such charges will typically be made within 24 hours of the time of service."