Complaints

This profile includes complaints for iTrust Wellness Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

iTrust Wellness Group has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  iTrust Wellness Group

  149 Commons Way Greenville, SC 29611-3850

  
• 

  iTrust Wellness Group

  115C Southport Rd. Spartanburg, SC 29306

  
• 

  iTrust Wellness Group

  765 Haywood Rd, Suite I Greenville, SC 29607

  
• 

  iTrust Wellness Group

  865 Old Clemson Hwy Seneca, SC 29672

  

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:01/31/2025

  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.

  So, I have been a patient for over a year. After the treatment I received in January, I was unaware of the further cost of treatment as I was not informed on a timely basis that I was being charged. I only started thinking about it when, a decent while after treatment, I got an email saying I had an outstanding balance. Whoever was in billing at the time was unaware how to use the new system apparently because they said I had no outstanding balance.
  
  Kept receiving treatment, a few months later another email about a balance. Called again, got told again their system wasn’t showing any balance. At this point I am thinking the balance emails are just scam attempts since I know for a fact the number I called was the correct number.
  
  In the last month, got another email declaring I had a balance. Since it was a new year and deductibles had reset, I thought there might be some merit to it and gave billing a call. Got told that I had an outstanding balance for over a year, and they would send me the list.
  
  Looked it over, realized that not only had prices changed with no notice, but the provider I go to purely for medication management was charging me for psychiatric treatment in addition to medication management. When I asked billing about this, they said that it wasn’t treatment like therapy, it was discussing symptoms… that were meant to be treated or had been caused by my medication… so medication management?
  
  When I pointed out the only difference between this procedure name and the name of the procedure when I was seeking therapy from them was the charge code and the time (30 vs 60), she stuttered and said she couldn’t talk about it and I would have to talk to my provider about it at my next appointment because she wasn’t allowed to talk about it.
  
  Billing wasn’t allowed to talk about why I was billed the way I was. And I have to talk to my provider about it in an appointment that I may once again be incorrectly charged for. Any one else see the problem here?

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to our attention. We sincerely apologize for any confusion or frustration you’ve experienced regarding your billing and treatment charges. Your concerns are very important to us, and we take them seriously.
  
  As a result of your complaint, we have initiated an internal review to better understand what occurred and identify any necessary improvements. We are committed to ensuring transparency in our billing processes and addressing any miscommunications. Because your complaint includes sensitive personal healthcare information, we will be reaching out to you privately to discuss this matter further and work toward a resolution. 
  
  Please know that our priority is to make this right, and we appreciate your patience as we investigate.

• Initial Complaint

  Date:11/17/2023

  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.

  This business has technology services that allow you to get into their online therapy sessions. The technology doesn’t always work properly, but if a patient is late for due to the technology, they are charged $100 for the missed session. I am contesting a claim for $100 on November 17, 2023.

  

  Business Response

  Date: 01/15/2024

  Hello,
  
  We have received your complaint through the Better Business Bureau regarding the no-show fee charged for missed appointments at our practice. We would like to clarify that at the time of becoming a patient at our practice, all individuals are required to sign off on our company policies, which include our no-show policy. We have your signature on file for this policy as a part of this document signed off on at the time of referral submission. This policy outlines our expectations for appointment attendance and clearly states that patients are responsible for providing a minimum of 24-hour notice if they need to cancel or reschedule their appointments. This can be a simple text message, email, or phone call at any time before 24 hours to let us know you cannot make your appointment. 
  
  Upon reviewing your account, it is evident that you have accumulated a total of seven no-shows, some of which have been waived as part of our commitment to delivering excellent customer service. We want to emphasize that our intention behind implementing a no-show fee is not to generate revenue but rather to hold patients accountable for appointment slots that can otherwise be made available to individuals in need of care. It also serves as a measure to discourage repeated no-shows, which can disrupt our scheduling and inconvenience other patients.
  
  In light of your correspondence and as a gesture of goodwill, we have waived the no-show fee associated with the specific appointment.

  In conclusion, we genuinely hope that our decision to waive the no-show fee will help resolve this matter amicably. If you have any further questions or require any assistance, please feel free to reach out to us.

• Initial Complaint

  Date:02/24/2023

  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.

  Around October 7th my wife had her first appointment here. Her and I both have separate bank accounts and credit cards. Due to her job situation at the time I allowed her to use my card to pay for her first and second visit (the second was around November 30th). At that time both myself and my wife instructed them to take my card off file as I’m not the guarantor of her bills from them. On February 22nd I received an email from my credit card company that my card had been declined for a payment to iTrust for $143.75. Luckily I don’t use that card so I keep it locked. Regardless, I cancelled my credit card and reported it to my credit card company as fraud. iTrust had been told numerous times to take my card off file, they did not have nor ask for my consent or approval before trying to charge me, no bill was sent or provided and no notification was given that they would attempt to charge me. All of this happened without me being aware and without my approval/consent.

  

  Business Response

  Date: 03/06/2023

  Prior to the initial appointment with our office, the patient (wife) had signed our Practice Policy Agreement. In the agreement, it states that our office must have a card on file at all times and that we reserve the right to run payment at time of service or in the event of a balance.

  
  The patient provided Matthew’s credit card as the primary payment method, since our client relationship is with the patient we ran the payment method(s) that were provided to us from the patient. The patient was enrolled in a balance due campaign for the full balance of $102.50, which entails a text campaign to notify of the balance. We also notified the patient of the balance ( $143.75) on 2/21/2023, prior to attempting to run the card on file, we also offered a payment plan to the patient. Patient responded stating that they will not be returning as a client, with a mention of insurance but no response to the balance amount or setting up a payment plan. Since our policies state that we reserve the right to run patient balances with the card(s) provided, we did attempt to run the full charge on the patients payment methods  

  
  The consumer’s original complaint mentions telling the billing team to remove the card on file, but the only mention of removing the card was on 2/23/2023 which is one day after the card was run. Since that request was made, we did remove the payment method from the patient’s account. We do not have any further documentation of the patient or the husband asking for the card to be removed. 

  
  We value feedback from our customers and have been using this complaint to drive internal dialogue on how we can better improve communication around our payment processing systems. 

  Communication Log: 
  Feb 23, 2023 3:57:31 PM 
  
  Husband called and removed card 
  
  Pt husband called and asked to remove the card on file. Told him that we did reach out about the balance and are authorized to run payments on the date of service. Removed husband's card. There is still a remaining balance on the account.