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:12/03/2024

  Type:Product 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.

  I have not once had a one proper instance of administrative practices from Telemind Clinic. Every single time that I have an appointment with my doctor, the doctor writes a prescription. Normally, in the world where things are done properly, your prescription gets sent to your pharmacy by your doctor after your appointment. Then you get it.
  
  Not once. Not one single time this year of 2024 have I been able to go to my appointment, have the doctor write my prescription, and then pick up my prescription at the pharmacy the date it should be ready. Sometimes the doctor has to write the prescription to be filled out a few days after my appointment, because of Controlled Substance laws.
  
  In the Normal world, where things are done properly, this means that the prescription is sent with a date to be filled. This means that the pharmacy may receive a prescription, but not fill it until the date that is allowed based on laws. Not once has this happened. I am frustrated and dumbfounded at how this can happen and how desultory the office is with my medical care.
  
  I have had over 10 appointments with TeleMind this year. I have also called my personal pharmacy, and the Telemind Office, probably close to 100 times. I wish I did not have to do this.I make calls to telemind, then the pharmacy, and then back to telemind. If I don't do this, I will NEVER receive my medication. There has been an instance where nothing happened for an entire week after I had an appointment. I have to do the job of the people who are supposed to be providing me care, in order to make sure I get the medicine that I am prescribed by a doctor and pay them for with my money and health insurance for every month.
  
  Why do I, the patient, have to request for the TeleMind clinic to provide me with the care that they are supposed to do with their administrative practices.
  
  This is borderline neglect and I have never had such a poor experience with a medical practice. The resolution is just doing your jobs.

• Initial Complaint

  Date:08/14/2024

  Type:Product 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.

  Will not contact insurance for insurance appeal. An insurance claim was denied for two appointments (4/29, 5/14) and I was not made aware, never warned or sent a bill, and was charged $310 almost two months after I stopped attending this office. I have called close to 100 times, maybe more, within a 3 month period and am always hung up on, transferred to numbers out of service, or ignored and told that they will call me by the end of the day (which never happens). The office has also claimed many times that they have already filed the appeal and spoken to my insurance about the refund, but my insurance has assured me that there is no file and that they have also tried numerous times to get in contact with this office and received no response. The only issue with the original claim was a procedure error code of some sort and this office refuses to fix the issue and refund the money.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair 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.

  I called this business to set up an appt for a telehealth mental health visit. The company called me back after my initial phone call to let me know that my insurance will cover my visits at “100 %”. I set up subsequent appts. They made me add credit card information as a precaution if I no show any appt there is a charge of $120. After two appts I received a bill to my email for approx $400. I have called the 800 number to their business for an entire week, I’ve waited on hold for 2 1/2 hours or more. After 30 min on hold their system makes you leave a message and I’ve left 3. No return calls. I even responded to the email asking them to contact me. The email states if I don’t pay this bill or set up a payment plan it will go to collections. This was an HSA card and there’s not enough in that account for them to bill it all and I cannot reach anyone to set up a payment plan. The way they went about everything from the first moment I called was very misleading. I was looking for mental health in my area but google kept bringing me to their site.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair 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.

  I have been seeing the psychiatrist here since January. I noticed 2 weeks ago a charge for $ 236.17 on my bank account. I called to ask about the fee and was told my insurance was not covering my visits. Plus they canceled my appointment without my knowledge for medication refill. I was told I refused to pay the fee. Not true. I called my insurance company to figure out what was going on. The insurance company said they asked 3 times for more information about my care and tried calling them 3 times. They were put on hold and never were able to talk to a live agent to resolve my claims. They refuse to talk to my insurance company or me about the fees. Plus I never received a invoice about owing that money. Fraud going on.

• Initial Complaint

  Date:05/03/2024

  Type:Billing 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.

  1st visit 219.99
  test 320.00
  follow up 94.99
  follow up 94.99
  follow up 94.99
  
  total 824.96
  
  company is charging me more than 824.96

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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.

  I was recently sent an email regarding owing money for visits to my mental health provider unfortunately the clinic decided to file until a year later my prior insurance Ms letting me know that this claim was not covered due to claim being filed after class filling limit. They tried lying to me on the phone that they did not have this insurance before the year which is false due to prior visits being covered by the insurance I also have another insurance which is health plan of Nevada which is my back up insurance unfortunately they did not file appropriate steps for. This matter plus a year later in timing also they did not inform me about this situation until a year later.

• Initial Complaint

  Date:07/19/2023

  Type:Billing 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.

  Telemind is one of the worst medical practices in our country. Following a HORRIBLE experience with their customer service today, I no longer wish to be a patient there.
  I have been calling them to cancel my follow-up appointment and 6 hours of hold time and they hang up.
  Company does not have an email. No fax , no other way to contact them.
  I need to make sure this appointment is canceled so that this fraudulent Company doesn't find an excuse to keep my credit card on file or charge no show fees. THEY ARE PURPOSESLY not answering to cancel the appointment so that they can abuse my account and steal money from me.

• Initial Complaint

  Date:12/21/2022

  Type:Billing 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.

  In June, I was looking for a place to get ADD tested. On psychology today I put in Aetna as my insurance, TeleMind came up as in network. I got with them to make an appointment. Their website stated that they verify insurance prior to your first appointment and you will know what you owe upfront. I received a text stating I was completely covered by insurance and owed nothing. I went to my appointment where I waited for an hour and a half for a dr to spend 11 minutes with me on zoom and then left. Forward to October when I was charged $400, because they claimed there was an issue with my insurance. I called Aetna and they stated that TeleMind was never in network and the company knew that. They also stated they lied and told me they did know why it was denied by the insurance, and they could have told me that. I tried to call TeleMind. Ali stated that he would have his supervisor call me back, because he had someone at Aetna that was working the case. The supervisor never called back.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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.

  I have been attempting to get a certain medication over the last 2 and a half months. While variations of this medication have been in shortage nations wide, this was actually only an extremely small part of the problem I’m having. I can’t tell you how many times I have called my insurance company and my pharmacy and they have consistently pointed to this office as the source of the problem. When I call the office, they claim they have done their part to submit prior authorizations and prescriptions, there has been virtually no evidence that they have followed through with this. I have met with my doctor three times (paying $75 in copays) during this ordeal hoping that she will be able to rectify this situation and it appears to be wasted money as her office does not appear to send over my prescriptions. Today I called and asked why my pharmacy had not received my prescription and the office worker (Matthew) said that they had not sent it in at all because they saw my pharmacy was out of stock of my medication. So instead of contacting me about this or submitting it anyways for the pharmacy to assist, they did nothing at all. Matthew said he would call back with information about where he was sending my prescription but he never did. I made multiple follow up calls after this but they seem to be screening my calls. Within the last few weeks, Matthew has even solicited a “5 star review on Google” with his name included while he was processing my requests, making me feel like my medication request would not be submitted if I did not comply. This almost 3 month long struggle has had detrimental mental health effects on me and it appears that no one is willing to assist at their office, so unfortunately I have to make this report. If this is not resolved, I plan to follow up with a report Nevada Department of Health. I can’t imagine what effect this horrible care is having on their patients who struggle with suicidality or psychosis.