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Business Profile

Mental Health Services

Ellie Mental Health

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mental Health Services.

Complaints

Customer Complaints Summary

  • 1 complaint 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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  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 husband got 8 free counseling visits for our son through his employeer in March of 2024. We were given Ellie Mental Health as a place that accepts this. We took our son there for the 8 free counseling sessions, then recieved another 8 free sessions starting in June, and had to be used before 12/28/24. We used our last visit on 12/19/2024. I was called a week or so later by his couseling and she informed us that at the beginning of the new year, Ellie was not going to accept the *** (Employer assistance program) anymore. She then took our insurance information for our next visit. In January, we started getting bills through our insurance company that they denied a few claims, dated back to June for Ellie. They tried to bill the second set of 8 sessions. We called the *** program and they said they're willing to pay what Ellie is requesting, but Ellie will have to contact them. We called Ellie and explained this to a few different people. They said they'd take care of it. They have now sent us to a collection agency for a MUCH HIGHER amount than what is even on my account. ($140 for our $35 co pay for the billing our insurance did pay.) They then sent that, along with the denied claims (because they were too old for insurance to pay) to the collection agency. My account still only shows $140, yet collection agency shows $749.20. We have tried several times, to get this resolved, throughout the past 4 months, and no one will call us back. The collect agency lady said that they cannot do that, because that's double billing.

    Business Response

    Date: 04/30/2025

    I am writing to confirm that I have spoken with the patient regarding their billing concern. During our conversation, I reviewed the charges in detail and provided a thorough breakdown.
    I informed the patient that they are only responsible for their portion of the charges, which has been communicated to them multiple times and is reflected in their account.
    Please let me know if any further action is needed.

    Customer Answer

    Date: 04/30/2025

     
    Complaint: 23232192

    I am rejecting this response because:

    That's not the main problem with this. They filed claims through out insurance company, that were not supposed to be filed. Along with that, we had free sessions through a third party, and that third party it trying to pay them for the sessions. They are still saying that we are responsible, and sent us to a debt collector, for their errors. The lady we spoke with at Ellie claimed she tried to call the third party for payment, waited on hold, and then gave up. We should not have a "patient responsibility" when they claimed to have typed in the number incorrectly for our free sessions. If they could simply call the third party, they are willing to disburse payment to them. 
    Sincerely,

    ********* *******

    Business Response

    Date: 04/30/2025

    I wanted to inform you that I recently spoke with Taquitta from Magellan EAP regarding the sessions. According to their system, there are only 8 sessions listed, which cover the period from April to June. However, they were unable to locate the additional 8 sessions, which is why the claims from last year have been denied.
    Magellan EAP mentioned that if they or you can provide the second authorization for the remaining sessions, they will be able to process the claims and proceed with billing.

    Customer Answer

    Date: 04/30/2025

     
    Complaint: 23232192

    I am rejecting this response because:

    We gave the second authorization number to you over the phone. We spoke with Magellan, and they found it as well. We just called Magellan for a followup. 

    Sincerely,

    ********* *******

Ellie Mental Health is NOT a BBB Accredited Business.

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