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:02/27/2023

  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.

  Talkiatry canceled my meeting with my doctor one day before the meeting and rescheduled another doctor without my permission. And they charged me a $100 no-show fee for a meeting I disapproved of scheduling. I just want to file a complaint against Talkiatry requesting them to withdraw this unreasonable billing of $100 and stop bullying their customers.

  Business Response

  Date: 03/22/2023

  I have forwarded this request to our Operations Escalations Team. They will look into this for us, which may take up to one billing cycle (4 weeks).
  
  If there's anything we can do for you in the meantime, please do not hesitate to give us a call at ************ (****) and reference your ticket, *******. 

• Initial Complaint

  Date:02/13/2023

  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.

  I made an appt and cancelled it and I have called at least three times I am getting billed $100

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Talkiatry Management Services, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business Response

  Date: 03/14/2023

  Patient's appointments were cancelled.  Request for management to waive the fee that was applied has been submitted.  

• Initial Complaint

  Date:02/13/2023

  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 met with a provider through Talkiatry on 12/1/22 for an intake appointment. At the end of the appointment, she said she wanted to get more info about my history and set up an appointment for 12/7/22. Again, she said she didnt get enough info and needed to set up yet another appointment. I chose 12/9/22 so I could get my medications filled as thats what I was there for. I was not able to get medications until the last appointment was done. I was never informed there would be additional fees for subsequent appointments, just that she needed more information. I understand I have responsibility for the first bill and am happy to pay that, but I dont think it is fair to expect me to pay for fees I didnt even know would be expected.

  Business Response

  Date: 03/23/2023

  This feedback has been escalated to our Clinical Director of Patient Experience who will coordinate with **************** to gather insight.  We will reach out to ***** once we are able to connect with *****************  

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will communicate with the business.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/01/2023

  Type:Product 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 December 5th 2022, I had an appointment that I showed up for but wasnt able to get on due to their website having technical issues. I immediately sent proof to their care team and was reassured I wouldnt be charged a no show fee. December 6th, I was. Ive reached out numerous times (including my provider on the rescheduled appt) and have been told every time itd be taken off in **** business days. I called late December and was told to pay it and Id get reimbursed. When I wasnt, I called again and spoke with *******, a supervisor, who assured me I'd be reimbursed. I received a refund receipt the next day. It has been several weeks since the receipt was sent and I haven't been refunded. i reached out to their care line again, and was told I'd get a call back from *******. I never was so I wrote a detailed email to the care team including my proof. I have not received a response either. I have attached the proof down below but if anyone could help me to get refunded so I can put this to rest after almost 2 months, I'd greatly appreciate it.Thank you

  Business Response

  Date: 02/03/2023

  Per patient's email with our billing team the patient's refund was issued.  The patient experience team has emailed the billing team to look into matter further.  

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The issue has not been solved. No one from Talkiatry has reached out, and this is the same response Ive gotten before with no results. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/10/2023

  Refund was issued and communication sent.  

  Customer Answer

  Date: 03/30/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/31/2023

  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.

  >On October 20th I had a telemed appointment with ***************************************. I already knew I was ADHD and had depression, and wanted to try Wellbutrin again, which had worked in the past. He agreed this was a good starting point and said he would call in a prescription to my chosen pharmacy.>After a few days where that prescription notification did not get to my pharmacy, I called Talkiatry. They informed me that ************************ was "unavailable" and nobody else could fill that prescription, but he would fill it when he was available again. I was immediately skeptical of this information because he didn't transfer his prescribing responsibilities to another provider.>After another week, I gave up on Talkiatry and found another provider. >10 weeks after that appointment, on December 30, 2022, Talkiatry called me to tell me that Dr. *********** was no longer available and asked if I wanted to see another provider. I explained that I had given up on them weeks ago.>On January 21, 2023, I received an email informing me that I owed Talkiatry $115 because my insurance didn't cover the visit. Let me say that Talkiatry is covered under my Optum Health plan, but it is not my responsibility to help them file correctly. On that same day, I called Talkiatry's billing department and the woman was very empathetic about my experience and told me that she would pass the info along.>This morning, January 26th, I received an automatic email bill from Talkiatry for the same amount. I then sent an email following up with what had happened. I got a response that it was being passed on, and then another response saying I am responsible for the bill without addressing the reasons why I won't pay it.>To sum up, I knew my condition and needed a prescription to treat it, but Talkiatry failed to perform that basic function.

  Business Response

  Date: 02/02/2023

  Provider did not document prescription in the patient's chart therefore covering provider was unable to send the prescription on behalf of ************************, who left Talkiatry.  The patient would need to have an appointment with another provider in order to receive medication.  

  With reference to the billing concern, I do see that our billing team sent the following email to the patient on 1/26/23: 

  ***** *****
  Assign
  
  
  
  Jan 26 03:07 pm
  Good Afternoon,
   
  Thanks for choosing Talkiatry,
   
  I do apologize for inconvenience caused, in reference to your bill for DOS 10/20/2022 was billed to your Cigna (NALC) insurance your insurer has denied your claim because they say they are listed as your secondary insurer.
   
  If you want to have your claims paid by *****, here's what you'll need to do:
   
  Call Cigna using the number on the back of your insurance card and let them know you want to update your "coordination of benefits" and make them your primary insurance company.
  Respond to this email with the name of the representative you spoke with and the call reference number.
   
  If Cigna is not your primary insurer:
  Respond to this email with who your primary insurer is along with a copy of the front and back of your insurance card. We will then update your account and charges.
   
  Until this is done, your balance will remain your responsibility, along with any subsequent denials. Please feel to reach out with any further questions.
   
  

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

    

  
  

   ***** **** ******** *************************
  ***** ********* ******** *** **** **** **
  *** ***** ********** ****************************
  ******** *** * ********
  
  Hi,
  
  I have been recovering from Covid and seemed to miss your emails. I am unsure what I was supposed to do in terms of this complaint. Talkiatry has not reached out to me except several automated texts and emails requesting I pay a bill where their level of service was inadequate.
  
  
  If I can be any help, let me know. I am not worried about the financial liability of this bill, because I can go to credit agencies to appeal should they push it to collections. However, I do think a record of their business dealings should be public enough to warn other consumers that there are other choices available for treatment.
  
  **** ********

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here]

  
  

  I am not sure that we are making progress.
  
  My position is that I didn't receive service that merits a charge.
  
  Their position is that they have talked many times to me about the charge. However, they have not once addressed the service complaint. I am halfway unsure if they are real people and not some ChatGPT.
  
   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/17/2023

  Hello ****, 

   

  We regret that you did not have a satisfactory experience.  

• Initial Complaint

  Date:01/23/2023

  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.

  Per Talkiatry guidance, I scheduled a telehealth visit with a provider in the same state in which I live. Without notice, I was billed by a provider in ** who was (rightly so) deemed out of network by my insurance. When I contacted Talkiatry regarding this incorrect filing they simply told me the Dr I saw was not able to bill my insurance. By their own rules, I must see a Dr in the same state in which I live, but they can bill me from a Dr I would literally not be able to schedule a visit with. I have yet to receive an answer as to why they selected a Dr in NY to serve as a billing proxy to the Dr I saw in **. Furthermore, Talkiatry Intake had already reviewed my insurance and was fully aware the Dr they scheduled me with would not be able to bill my insurance. They made no effort to communicate this to me. After multiple attempts to contact Talkiatry I still do not have an answer to the simple question: Why was a NY based Dr billing my insurance for a telehealth visit that was required to take place in **? This practice is a scam taking advantage of people seeking mental health support in a system that already makes it difficult to get mental health care. My insurance company stated the Dr they billed under was out of network, not the practice. Talkiatry could have (and should have) used an ** proxy for the Dr I saw which would have been accepted by my insurance. They simply want more money.

  Business Response

  Date: 01/27/2023

  Patient's feedback forwarded to our billing team.  Patient has a co-insurance and balance is a result of their co-insurance.  

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The business did not address the problem of the visits being classified as out-of-network versus in-network. Having a balance was never the issue. I intended to pay for services rendered as I fully understand how my insurance plan works. Multiple visits were classified as out-of-network that should have been covered as in-network per communications with billing rep **** N regarding the Talkiatry-************* agreements. This issue will be resolved when Talkiatry corrects the issue in their ************* agreement that is currently causing these visit to be classified as out-of-network and re-files claims for my visits to reflect the update. Talkiatry appears to be allergic to admitting to mistakes and instead makes generic responses that do not in any way address the issues raised. I was advised by ********** (Talkiatry billing) that she would flag my claims for review in 20 days (as of Jan 28). Talkiatrys BBB complain response in no way indicates that they are either aware of or interested in resolving the issue. Instead they simply claim it is my responsibility and that there is no issue (which is in direct opposition to the information I received from **** N in billing on 1/28. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/14/2023

  Request for review submitted to our billing team (ATTN: **********). 

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the 8 word response made by the business in reference to complaint ID ********, and find that this resolution is as good as it's going to get, but is at least a commitment action being taken as opposed to random statements that in no way address my concern. While short and open-ended including no timelines or deadlines, I will mark the business response as satisfactory and the matter as resolved with the hopes that Talkiatry actually follows through on request made to review with the billing department.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2023

  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 had my first appointment scheduled in October 2022. I was running **** minutes behind due to an unexpected medical issue with my husband. When I went to log in, I realized there were questions to fill out. I quickly called the phone number on the Talkiatry website to see if I was too late for the appointment, I didnt want to waste any time and I figured they could quickly help me out. The customer service representative suggested I reschedule my appointment, not mentioning there would be a $100 no show fee. I would have entered the telehealth visit late, if I was informed that I would be charged a missed appointment fee. After receiving the $100 no-show fee, I contacted Talkiatry via phone again. I explained what had happened and was told they would reach out to the doctor as it was her decision as to whether I would be charged the fee. No change was made to my statement, so I called a second time. After a second attempt, I was still denied a waiver of the fee. I have since made two separate payments of $50, totaling $100, and have paid the bill in full. I was extremely disappointed and felt like I had really received little to no help via the customer service line.I reached out to the company via their Instagram page and was provided an email address to contact. I received one response stating that my issue was being elevated to a manager. ***** and multiple attempts later of trying to contact them, I have yet to receive a response. POOR CUSTOMER SERVICE. I would never recommend this company to anyone! I was mislead and feel deceived by this company!!

  Business Response

  Date: 01/27/2023

  Patients are notified of our late cancellation/no show fee at intake.  It is also listed on our website.  We have forwarded this request to our Operations Escalations Team. They will look into this for us, which may take up to one billing cycle (4 weeks).

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not satisfied with this answer. A charge of $100 is significant, and it was not clear anywhere that a cancelation fee of $100 would ensue. Additionally, with the customer service representative SUGGESTING I reschedule, I was under the impression that the appointment was simply moved to a different date, and again, there was NO mention by this representative that a fee would be applied. As stated earlier, if this were made clear, I would have entered the appointment those few minutes late. Additionally, after reaching out to Talkiatry numerous times with one reply stating they would get back to me, with no follow up, I am incredibly dissatisfied with this service. As a small business owner myself, I would never treat a customer in this manner.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/10/2023

  The no show/late cancellation fee is mentioned on our website as well as in your confirmation emails.  I have attached the confirmation email that you received ahead of your October visit with us.  

• Initial Complaint

  Date:12/23/2022

  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.

  This company claims to provide mental health services but is incredibly difficult to work with. Its almost impossible to get an appointment and the platform doesnt work. This is a total scam and these people should be punished for the way they are messing with peoples mental health. My husband has been a patient with Talkaitry for two years, and in the last 6 months has had nothing but trouble trying to get an appointment with a provider and get his prescription refilled. The pharmacy has told him they cannot fill his medication because they can't get in touch with any doctors, and when he tries to make an appointment, the platform fails, or he is cancelled on (or both). He is bring brought in circles even though he is just trying to do what is right for his mental health.

  Business Response

  Date: 12/23/2022

  this is not a Talkiatry patient and they did not leave their husband's name so I am unable to rectify this situation.  Patients are given several means of contacting us to schedule appointments at their intake.  We can be reached at ********************************* **************************************** or call us at ************.  Pharmacies are also given our phone and fax number. 

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  No resolution has been provided. I am happy to provide my husbands contact information if someone wants to reach out to me. His appointment was again cancelled by the provider yesterday 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/09/2023

  The writer is not a patient and we will not discuss patient records with them on this platform.  

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Someone needs to reach out to my husband asap with the information provided. He is now being billed for an appointment his PROVIDER did not show up to - total scam of a company. Impossible to reach anyone. Horrible.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/23/2022

  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.

  Talkiatry did not disclose the cost of services until after my 30 min introductory call with a therapist. We did not discuss anything related to my mental health challenges and, instead, shared background and experiences. Afterwards, they sent me a bill for $384.97. I felt completely misled about the process as I would not have even conducted an introductory phone call if I knew the costs in advance.

  Business Response

  Date: 12/23/2022

  Talkiatry is unable to provide the cost of a visit prior to the visit as the cost is dependent upon the patient's mental health insurer as well as the complexity of the visit.  The initial visit consists of the psychiatrist asking questions about the patient's history, current symptoms, and lifestyle in order for them to provide a tailored treatment plan for the patient and determine if telepsych is the best fit for them.  

• Initial Complaint

  Date:12/22/2022

  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.

  My original appointment was cancelled by the psychiatrist They proceeded to book another appointment without my authorization with another provider and I am being charged 100 for a no show. We have called twice and requested this issue be resolved. During the second phone call I inquired whether there were notes from my previous call. The representative said no. After explaining the issue again I was informed-it would take 14 business days to resolve. I reminded the representative I called last week and would appreciate an email verifying they were resolving the issue. I was informed they do not send emails to customers and to simply call tomorrow to verify our conversation. They are sending emails, bills and texts requesting payment for an no show appointment I never authorized or requested.

  Business Response

  Date: 12/22/2022

  This person was notified on 9/15/22 that the provider that she scheduled her appointment with does not treat the diagnosis that she presented as her reason for the visit.  She was also informed in that email that the 9/22/22 appointment was being moved to a provider that could meet her needs.  We reached out to her at the time of her 9/22/22 appointment because she did not log in to her appointment.  ************** then informed ** that she was having trouble signing on and wanted to cancel the appointment.  The no show fee that the she was charged is being reviewed and will be addressed and we will reach out to the patient.