ComplaintsforHappier Living

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying to rid myself of this awful company for months. I received many missed appointment charges because their clinician lied about the frequency of appointment we had agreed upon in session. Only one of those charges was returned to me, and the company is unable to explain why one was returned but one was not. Then in March, I received another 30$ for an appointment that I had already paid. I ignored this because 30$ wasnt enough for me to take the hit to my mental health to engage this company again. However, today I get an email that ANOTHER charge is being placed on my card, stating my insurance rejected the claim, which is FALSE. One email states the appointment was on 1/7/24, the other states 1/8/24. The documentation is inconsistent and the customer service is horrendous. All I want is to no longer EVER have to contact this horrific company, but they keep filing fraudulent charges and I keep needing to attempt to fight them. The whole reason I went to this therapy session in the first place was for FINANCIAL STRESS. This is disgusting and despicable.

  Business response

  05/06/2024

  Thank you for sharing your experience. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.

  Customer response

  05/08/2024

   
  Complaint: 21646596
  
  I am rejecting this response because: 

  the charges against me are for claims that were not accepted but in fact, are accepted. This whole company feels like a scam, and the random reduction in price that you emailed me after my initial response only supports that feeling that I have. BBB, thank you for your efforts. Client, especially clients looking for therapy, beware of this business.

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

  Business response

  05/28/2024

  We appreciate your feedback, and we understand your experience was frustrating/disappointing. Please contact us at ********************************** if you would like to discuss this matter further. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was billed $25 on 3/16/2024 by their billing system and again $50 on 4/14/2024. Both payments posted at appx midnight per the receipts I received in email. I have not received services from happier living since February when I canceled all outstanding appointments. Please refund the $75 that you stole from my account and stop billing for services you havent provided.

  Business response

  04/16/2024

  Thank you for sharing your experience. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First time I was on this platform I was overcharged multiple times. Over $350 worth.There were invoices with no explanation of what the charges were.When my insurance changed and I updated it on the portal, I was still charged the $75 copay that was for the old insurance. I could not get ahold of anyone. I tried to call, left several messages and I emailed several times.I ended up having to resort to disputing it with my bank before they responded.I did not get all my money back and although I was very upset about it I chose to move on from this and stop my care.When things got difficult for me again, I reached out because the clinician I was seeing was very good and it's hard to find someone that you can trust with your care.Now, I am dealing with them again over a missed appt due to a work emergency.I provided a note from my employers and was told it was not acceptable and they are attempting to get $250 from **** asked several times what was an acceptable absence by their policy and I was not told or guided to it. If you to their website they don't state on there what is considered an excused absence.Before the resolution of the matter, they cancelled my appointment this morning which was for my clinician to refill my prescription.They stated that if I could not pay up front, there would be a payment plan and I would be unable to see my clinician until the balance was paid.That means going without my medications as well.Now they are asking me for a "medical certificate" from my boss's doc to excuse my absence AFTER I told them that the medical emergency at work was my bosses child. It even states it in the note my boss provided. I couldn't provide the doctors note because of HIPPA. DONT WASTE YOUR TIME WITH HAPPIER LIVING! Do **** instead.Their customer service is wonderful and I have NEVER been overcharged.I will continue to fight this until it is rectified

  Business response

  04/08/2024

  Thank you for sharing your experience, ******. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond. 

  Customer response

  04/09/2024

   
  Complaint: 21530127
  
  I am rejecting this response because:

  This isnt the first time I have issues with your payment platform. Your records should show the times I was over charged. You did not comply with the new insurance and that there was no copay. Your company proceeded to charge with no invoice to explain the charges. When I reached out SEVERAL times no one got back to me UNTIL I filed with my bank. THEN I got my refund for over charges. I did not miss the appointment. I emailed and was IN THE PORTAL for explanation during the time that I was told my appointments were going to be cancelled. It is outrageous that I would get charged for a missed appointment when I was reaching out to you at the time ABOUT the appointment. Your lack of accountability and hiding behind so called policies at the detriment of your clients is cowardly and bad business ethics. 
  
  Sincerely,
  
  *************************

  Business response

  04/10/2024

  We appreciate your feedback, and we understand the charges that occurred are frustrating. However, all charges are valid and unfortunately, we will not be able to provide you with your desired resolution. We would be happy to discuss this matter further with you directly by phone or email.  If you have any additional questions/concerns please contact us at **********************************. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was notified last Friday that my appointment on 3/7/24 was being rejected by my insurance, so I reached out to my insurance. We resolved the claim and then reached out to Cucumber Wellness to update them on the status and ask that the charge be put on hold since it was being resolved via insurance. The representative assured me that they would not charge me and work on fixing the claim. On Monday I was charged $475 and I called Cucumber Wellness with my insurance once again. There was no communication between the representatives as we went through the exact same conversation and my insurance yet again explained that the claim was reprocessed and the money was sent over. The representative assured me that a supervisor and billing would contact me and no one has done so yet. I called today again to follow up and the same process occurred again. There is a lack of organization and communication within this organization.

  Business response

  04/02/2024

  Thank you for sharing your experience, *******. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.

  Customer response

  04/11/2024

   
  Complaint: 21499294
  
  I am rejecting this response because: I contacted Happier Living regarding the mis-billing of the insurance claim and your representative told me that they would not charge my account as my insurance has assured them that there is no issue on the reprocessing. However, this was false as I was still charged and now you are now claiming that I am responsible for this. Every single conversation was recorded as I had always called with my insurance to help support this case. Additionally, your team seems to have no finance manager available to speak regarding this issue. I requested three times to speak to someone who actually knew what was going on with the billing. Instead, I got zero response until I submitted this complaint. The only people that pick up your calls never know what is going on and I had to explain the case multiple times. Happier living needs better communication within their own organization and an actual finance representative. I have seen too many complaints about this same issue on their reviews. Lastly, Happier Living has filed my appointment as two separate claims to my insurance, charging me $500 instead of $250. I am still waiting for $200 to be refunded as no one is taking accountability in trying to resolve this issue. 
  
  Sincerely,
  
  ******************

  Business response

  05/03/2024

  We appreciate your feedback, and we understand your experience was frustrating and disappointing. Please contact us at ********************************** if you would like to discuss this matter further.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was attempting to see a therapist virtually. I was told my account would not be charged and it was charged ******. Then, the therapist never showed for the first appointment. I have asked for a refund and for my account to be closed. Neither have happened.

  Business response

  03/18/2024

  Thank you for sharing your experience, *******. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Happierliving has a habit of having login issues come appointment time. So when I go to login for an appointment, I can't. They then say I did a no-show and charge me $250. Calling customer support doesn't help as you get put on hold for well over an hour and by then the appointment has come and gone.

  Business response

  03/14/2024

  Thank you for sharing your experience, ********. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment last week, seeking services in psychiatry as I wanted to get my medication handled by this business. Had a full appointment where I was to get a Vyvanse prescription. Then got told that that person could not prescribe me my meds in the state where I reside and that if I was to get my meds, I'd need to meet with someone else. I'm down 50 bucks already with no meds and they wanted me to go through the wringer again. Seems awfully important to make sure if you're going to set up an appointment between someone and a mental health care practitioner (YOUR employee) you should make sure that the person is actually authorized to prescribe meds in the patient's state. Waste of time and money.

  Business response

  03/01/2024

  Thank you for sharing your experience, *****. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.

  Customer response

  03/08/2024

   
  Complaint: 21359020
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen by this company in the summer of 2022 for a couple of sessions. They assured me multiple times that my insurance was accepted by them (UMR) and now TWO years later Im getting a bill for $2,200!! Its outrageous for them to be sending me a bill for this amount saying my insurance didnt cover anything when I was told several times that it was and I paid my copay every time. This is the second issue Ive had with this company and billing. The first was when they charged me $500 for cancelling a session due to a death in the family! This company is a joke and there is no way Im paying anymore money to them. Its surprising that theyre able to still operate with the amount of complaints filed against them!

  Business response

  03/01/2024

  Thank you for sharing your experience, *****. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. 
  At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've encountered several distressing issues with Happier Living, leading to unnecessary stress and financial burden. These issues are:Inaccurate Billing: Despite my on-time co-payments, Happier Living combined them into one cumulative bill, ignoring individual payments. Additionally, my sessions were misclassified as psychotherapy rather than the medication management I received. This misclassification and the overlooking of agreed-upon insurance write-offs shifted undue financial responsibility onto me.Violation of Agreement: Our agreement clearly stated the need for immediate notification of any uncovered charges before proceeding with further services. Contrary to this, my balance was allowed to increase without any communication, denying me the opportunity to make informed decisions regarding my care.Customer Service and System Failures: The patient portal, essential for managing my account and disputing charges, was nonfunctional. My attempts to contact customer service via phone were met with an endless loop of voicemails without any return calls. Furthermore, the system provided no option to remove or update my stored payment information, compromising my financial autonomy.This series of events culminated in an unexpected claim that I owe approximately $1500. Happier Living proceeded to charge my credit card without prior notice, discussion, or an opportunity to address the billing discrepancies.These practices not only reflect poorly on Happier Living's commitment to transparency and patient care but also undermine the trust essential in the patient-provider relationship. It is imperative that Happier Living addresses these issues promptly, improving their billing accuracy, communication protocols, and overall *********************** to prevent similar experiences for others.

  Business response

  02/26/2024

  Thank you for sharing your experience, *******. Were sorry it fell short of your expectations. However, before clients receive any medical services from our group, they are asked to review and agree to our office policies and procedures. These policies include cost details and client responsibilities and are available as part of the online registration process to any clients interested in receiving our services.  ******s always have the option to reach out to our ****** Services team with questions before signing the policies and before receiving services, via phone, email, or using the self-service client portal. They also are posted publicly on our website to ensure transparency. All clients must electronically sign our groups payment policies prior to scheduling/confirming any appointments. These documents outline our late cancellation and missed appointment policies and office procedures. In addition, they authorize our group to charge the credit/debit card on file for missed appointments and late cancellations or outstanding balances. They also outline policies and procedures related to insurance billing and financial responsibility for any covered, non-covered services, or out-of-pocket rates. At this time we will not be able to provide you with your desired resolution.  If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further. Thank you for the opportunity to respond.

  Customer response

  02/27/2024

   
  Complaint: 21288197
  
  I am rejecting this response because of:
  
  1. Absence of Clear Communication: I was not informed of a $1500 credit system established in my name, nor did I agree to such an arrangement. Clarity on how and when this was communicated to me is crucial.
  2. Lack of Real-************************ The response does not address why new appointments were scheduled without resolving outstanding payments. The absence of a functional way for patients to verify their balance has left me without the means to manage or dispute charges effectively.
  3. Request for Historical Transparency: I request clarification on when the billing changes affecting me were communicated and where this information was accessible. It's critical to understand how I could have acted differently without a working method to check my account status.
  
  Additionally, I am advocating for the reversal of the credit card charge that was processed without my explicit consent and for the opportunity to arrange an alternative payment method after a thorough discussion with my insurance company. This step is vital for ensuring that the billing process is transparent and fair, and allows for an informed decision on my part based on the outcome of insurance communications.
  The formal response from Happier Living lacks an acknowledgment of these critical issues and does not propose a fair resolution. It places the burden of navigating complex billing practices on patients, without offering transparent communication or efficient administrative processes.
  I seek a resolution that acknowledges the surprise nature of the billing, provides a pathway for transparent communication, and considers the rollback of the credit card charge as a step towards resolving this matter equitably.
  
  Sincerely,
  
  *********************************

  Business response

  03/05/2024

  We appreciate your feedback, and we understand the charges that occurred are frustrating. However, all charges are valid and unfortunately, we will not be able to provide you with your desired resolution. We would be happy to discuss this matter further with you directly by phone or email.  If you have any additional questions/concerns please contact us at ***********************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were so excited to find happier living as a great alternative to traditional couples counseling. We participated in sessions for a few months, and for the most part enjoyed working with the assigned therapist. We had an appointment on December 9 that we logged into but left early. This company clearly states that if you arrive late to an appointment or cancel less than 24 hours of the appointment time, you will be charged a cancellation fee. We were charged this cancellation fee, despite showing up on time to the appointment. We rearranged our day to make sure we were able to show up, but did have to leave due to unexpected obligations. We went out of our way to make sure we made it to the therapy time but then were penalized with a fee and marked a cancellation. This seems unfair and in contradiction with happier livings policy. We requested a refund, but we were denied.

  Business response

  02/07/2024

  Thank you for sharing your experience, ***. Were sorry it initially fell short of your expectations but we are glad that we could provide you your desired resolution to this complaint. This issue is now resolved. If there are any additional questions/concerns please contact us at ********************************** so we can discuss this matter further.

*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. ↩