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Business Profile

Mental Health Services

Aptihealth

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mental Health Services.

Complaints

This profile includes complaints for Aptihealth's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aptihealth has 2 locations, listed below.

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    • Aptihealth

      268 Broadway Ste 7 Saratoga Springs, NY 12866-4281

    • Aptihealth

      340 Broadway Ste 7 Saratoga Spgs, NY 12866

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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:08/12/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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’m having extreme difficulty with my depression hostility and anxiety because of a medication issue. Their app keeps telling me my password is not correct even though it’s saved in my phone.
      I called the support number got an agent and she said she’d have triage call me and it’s been escalated to emergency contact now. It’s been over an hour and they haven’t called me from triage and they won’t answer my calls at support!

      Customer Answer

      Date: 08/28/2024

      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.  The business contacted me and we worked it out.

      Regards,

      ******** ***** 

    • Initial Complaint

      Date:01/29/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Absolutely livid, I had found an amazing provider who I had been seeing for about a year and a half. I message her about scheduling we agree, I try to go schedule her the next week and she’s gone. Apti is trying to say she left them abruptly, I don’t buy it. This was a complete failure on their part. This was not a proper or appropriate transition of care. There was ZERO notice to me as a patient, no outreach by phone/email/app and nothings been received by mail. I refuse to use this service any longer. When I called them directly I was told on 1/16 someone from management would follow up and of course absolutely nothing.

      As of 1/26 there has been NO follow up from management at aptihealth. I also sent a support request on 1/22 and there’s been zero acknowledgment to that either. I called them again and got the same rep David who told me someone would call. When I let him know no one had followed up or outreach from management he said “well what would you like me to do?” When I asked if the request to have someone contact me was even acknowledged on their end he couldn’t answer that question, he couldn’t answer who the persons name was who he sent the message to and claims they cannot call others within the organization. When I asked for another request to be placed to have someone contact me and that he ACTUALLY follow up and see if an outreach is done to ensure appropriate customer care like a CSR should he claimed I was berating him. When I let him know it is not and as someone who is also in customer service regardless of call volume that is good customer care especially given the circumstances and complete ball drop on aptihealths part all his response was “good for you” and he was disconnecting because he can’t do anything else for me. I still have not heard from them at all by phone/email and now when I call there’s zero answer.

      Business Response

      Date: 03/27/2023

      To Whom It May Concern:In the complaint we received on 3/21/23, the consumer’s desired resolution is “contact by the business.” This writer called the complainant two times and left voicemail messages both times requesting a returned call. The first message was left was on 3/21/23 at 4:43 PM and the second message was left on 3/23/23 at 3:03 PM. As of 3/24/23, no returned call has been received. Should the complainant return the call, this writer will follow through with the complainant’s desired resolution which is to have contact with the business. At this time, we will consider this matter closed.Sincerely,Erin D********** LCSW-RErin Dorflinger, LCSW-RClinical Director AptiHealth Medical, PLLC

    • Initial Complaint

      Date:08/30/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 Aptihealth from a referral by my insurance. I wanted to get a psych evaluation. Instead, Aptihealth gave me a behavioral therapist and a prescriber. Instead of listening to me, they kept prescribing me antidepressants that did not help, and they ignored my complaints. I cannot cancel appointments through the platform nor can I communicate with the prescriber, at all. There's no option. I have been trying to cancel my account for over a week and have been ignored.

      Business Response

      Date: 09/29/2022

      The business has responded to the complaint, but requested the response not be public.

    Aptihealth is NOT a BBB Accredited Business.

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