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:02/18/2025

  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.

  I paid you $366 fifteen days ago (today's date is 2-14-2025) for psychiatric medication. You took it out of my bank account that day. I was unable to provide you with the paperwork you required from my previous Ketamine provider. (Discharge statement) They were unresponsive and the matter needed to be settled immediately. They would not pick up the phone and cooperate. You offered 0 flexibility to the situation. You simply stated the paperwork was absolutely necessary to begin treatment and did not provide the medicine I had rightfully purchased. I found another Ketamine provider who was willing to be flexible. I told you I was leaving and I would appreciate a full refund and complete discharge. I violated the terms and conditions of our agreement in order to obtain the medical/psychiatric controlled substance which I needed desperately. You sent a message stating that the terms and conditions of our agreement had not been honored and I would receive a refund of $16.00 out of $366.00.

  Business Response

  Date: 02/24/2025

  Hello,
  Thank you for bringing this to our attention. We're truly sorry to hear you had a frustrating experience. We would like the opportunity discuss our terms of use and answer any questions you may have.
  Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you.

  Customer Answer

  Date: 02/26/2025

  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.

  They were patient with me despite my frustration and pointed out an email to me that was in fact sent that I must have overlooked.

  Would recommend them and ketamine treatments for those struggling with mental health in general.

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

  
  

• Initial Complaint

  Date:01/28/2025

  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 signed up for innerwell December 12, 2024. After filling out all of the paperwork and innerwell verifying my insurance coverage I was charged ******. I then received notification via text message that my first dose (2 out of 8 treatments) had shipped which I received on January 22, 2025. Today, January 24, 2025 I searched my email looking for a receipt for my purchase and found an email in my spam folder from January 10, 2025 stating that they processed the insurance incorrectly and that I will need to pay an additional $400 for the treatment. I then went on the portal to see if this information was in my messages where I have been communicating with innerwell (not by email) and there is nothing. I then immediately responded to the email asking for the additional $400 asking how I can resolve this. I was diagnosed with breast cancer last November and have spent the last year undergoing 2 surgeries 5 months or chemo and a month of radiation which has rapidly increased my depression. When I signed up for this it was my last hope and borrowed money to pay for the treatment that was partially covered by my insurance. The response I received was a refund of $50.00 out of the $400. I feel that prior to shipping the medication innerwell should have verified with me that I was able to pay the additional $400. They have my phone number which I have received text messages. No one called me or posted in the portal, just an email that I never responded to. Now I have 2 doses that I paid $400 that are useless because of a clerical error on their end. Thank you for your help

  Business Response

  Date: 02/13/2025

  Hello,
  Thank you for bringing this to our attention. We are truly sorry to hear you had a frustrating experience. We would like the opportunity to make this right.
  Weve followed up with you via email and we welcome you to reply back to the email you receive. We look forward to being in touch with you

• Initial Complaint

  Date:01/16/2025

  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 1/13/2025 I had a consultation with a person from Innerwell who listened to my concerns and what i presumed might be potential roadblocks to treatment and was told there was hope for me, that my crippling depression and PTSD was treatable, and that the treatments showed incredible promise and results. So, basically, a way of getting my hopes up...a depressed person with PTSD.On 1/14/2025 Innerwell took my money, THEN decided to put a questionnaire that might easily have been shared before getting a depressed person's hopes up and quite rapidly decided that not only were they rejecting my request for treatment, but that they were going to be kind enough to hold onto my money for a few days before giving it back to me. So kind, holding onto it for me after dashing my the hopes for a cure they themselves inflated unnecessarily.Not a scam, per say...just a great way for already healthy people to get healthy and a way for rich people to get a legal high.Seemingly concerned people who don't care about human decency. That's not the worst type of people, but it's close.

  Business Response

  Date: 02/04/2025

  This letter is in response to the complaint filed. We appreciate the opportunity to address their concerns.
  First, we sincerely apologize for any frustration or distress this situation has caused. We understand their disappointment regarding their non-approval for our program, and we want to assure we take all patient interactions seriously.
  The customer enrolled in our program on January 14, 2025. As part of our established protocol, all potential patients undergo a thorough evaluation by our licensed clinicians to ensure the program is the most appropriate and safe course of treatment for their individual needs. This evaluation considers various factors to determine the best path forward for each person's well-being.
  Following this evaluation, it was determined that our program was not the most suitable option for the customer at this time. This decision was made with customer's safety and best interests in mind. On January 14, 2025, we processed a full refund of their initial payment. We also notified the customer that while the refund was processed on our end, it can typically take 7-10 business days for the funds to reflect in their account due to standard banking procedures.
  We understand customer's disappointment, and we want to emphasize that our primary concern is always the well-being of our patients. Our licensed clinicians are dedicated to ensuring the safety and efficacy of our program for all participants. While we cannot disclose specific details of the patient evaluation due to patient privacy regulations (HIPAA), we can confirm that the decision was based on professional clinical judgment.
  We are committed to providing compassionate and effective support to all individuals seeking behavioral health services. While our program may not have been the right fit for customer at this time, we encourage them to explore other resources that may better suit their needs.
  We are available to discuss this matter further with customer directly, should they wish to contact us. We are also happy to provide the BBB with any additional information you may require, within the bounds of patient privacy laws.

• Initial Complaint

  Date:11/12/2024

  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.

  I contacted the company Innerwell for a ketamine therapy to help me resolve past PTSD issues. They charged me prior to the onboarding process and then determined I wasn't a good candidate for their program. The haven't refunded my money and now they took another $432.80 out of my bank account. I barely live paycheck to paycheck and I can't afford to pay for a service I am not receiving. Please help me get my money back and stop them from taking any more.

  Business Response

  Date: 11/21/2024

  We are writing in response to the complaint filed by our valued customer.
  First and foremost, we sincerely apologize for any inconvenience or distress this situation may have caused. As a behavioral health care company, the well-being of our patients is our top priority, and we take such matters very seriously.
  The customer enrolled in our program on October 11, 2024. After careful consideration, it was determined that proceeding was not in the best interest of the customer. We processed a refund for the initial payment and notified the customer accordingly.
  Due to a technical error, an additional charge was mistakenly processed on November 11, 2024. Upon receiving the customer's inquiry, we immediately reversed the charge and confirmed the cancellation of any future billing. We promptly communicated these actions to the customer, and they acknowledged satisfaction with the resolution.
  We deeply regret any frustration or concern this incident may have caused. We have reviewed and updated our billing procedures to prevent such errors from occurring in the future. Our team remains dedicated to providing compassionate and effective support to all our patients.
  Please let us know if any further information is required.
  Sincerely,
  *****

  Customer Answer

  Date: 11/22/2024

  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,
  
  ******** ******