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:01/24/2025

  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.

  Happier Living has billed my credit card for $250 twice. One of the charges is for a service they sent to insurance. Insurance paid. Yet they've kept my $250. The other $250 is for a service they neglected to submit to insurance. After 15+ attempts to contact someone in the billing department to either get them to submit a claim or provide a receipt so I can submit, no one ever answers or returns phone calls.

  Business Response

  Date: 01/27/2025

  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.  Clients always have the option to reach out to our *************** 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

  Date:01/21/2025

  Type:Sales and Advertising 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 had signed up for an appointment with Happier Living. In there sign up system I made clear that I am signing up for *********************, and that I live in *******. They set me up with a Clinician. I met the clinician online only to find out he is not licensed to write prescriptions for controlled substances in *******, one of my prescriptions is a controlled substance. They charged me for the session, even though the clinician was not capable of providing the requested service. I would like a refund. If the company gives me a refund I would be willing to work with them with a clinician capable of providing the services I need.

  Business Response

  Date: 01/22/2025

  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.  Clients always have the option to reach out to our *************** 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 Answer

  Date: 01/22/2025

   
  Complaint: 22839149
  
  I am rejecting this response because:

  I made clear on the intake form on your website I needed ********************* and that I live in *******. The clinician given to me was not capable of do that. I refuse to pay for a service I expected. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/30/2025

  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

  Date:01/07/2025

  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 5/27/24, I had a mental health issue and scheduled an appointment with my mental health provider Happier Living (**) for 5/29/24 at 8:50 am. I confirmed on the ****** website that the provider is in network. See screenshot showing ** is In Network. I tried to change my insurance on the ** website but was unable to. I expected ** would contact me once they verify if there was any issue. At 7:24 am on 5/29/24, I received an email from ** that my insurance was inactive. This was 90 minutes before my session. See screenshot of email from ** dated 5/29/24 at 7:24 ***** 7:52 am on 5/29/24, I responded via email to the email above and provided my Anthem info. I assumed my new insurance would resolve the issue. I proceeded with my session with the mental health provider at 8:50 am on 5/29/24. As ** had already charged me a $20 in network copay at 5:52 am on 5/29/24, I felt I could ********** 9:46 am on 5/29/24, almost ONE HOUR after my session, I received an email from ** advising that Anthem was out of network.I responded at 7:52 am and only recevied a response two hours l ater, I would not have proceeded with the session. They only confirmed my status AFTER my session. I was going through a mental health situation and the last thing I would have wanted and needed was to attend an out of network session and to be charged $500.I tried to reason with the provider and asked for fairness. They flatly rejected me every time. Please note that had I been in network, the provider would not be able to collect the full $500 from me. They are obviously taking advantage of their own failure to verify insurance in a timely manner to compel me to pay an exorbitant amount as a windfall.Needless to say, this whole ordeal aggravated the mental health issue I was already facing., It has been 9 months since the incident and I am finally able to stand for myself as a patient. I am requesting a refund of $480, which is the amount due to me after subtracting the $20 copay.

  Business Response

  Date: 01/08/2025

  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. 
  
  Clients always have the option to reach out to our *************** 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 Answer

  Date: 01/08/2025

   
  Complaint: 22780702
  
  I am rejecting this response because this business did not perform its professional responsiblity of verifying insurance in a timely manner and placing all the blame on the patient.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/15/2025

  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

  Date:01/06/2025

  Type:Sales and Advertising 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 december 31, 2024, I was charged $660.45 by Happier Living and I don't know why. My first appointment is on 1/14/25, it is in network, and customer service has been ignoring my complaints. Like I said, I haven't even had an appointment yet and was charged such a high amount with no reason given.

  Business Response

  Date: 01/08/2025

  Thank you for sharing your experience, *******. Upon review, no charges have been made to your account. Your card will be charged your estimated financial responsibility on the day of your first visit. If there are any additional questions/concerns please contact us at ************************************************************ so we can discuss this matter further.

• Initial Complaint

  Date:12/13/2024

  Type:Sales and Advertising 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 had reached out to Happier Living (a company whos services I have used before) to find a therapist and restart services. The last time I had used their services was in 2020. After scheduling an appointment with a therapist, I received a request to provide updated information about my incurance. On November 22, 2024, I received an email confirmation stating that my "estimated financial responsibility is $0.00 for 20 first visits. after 20 visits the 20% ************ will applies, with no deductibles." I also confirmed this information with one of my employers ************************ representative. On Wednesday, December 4, 2024, I received a charge for $308.85 to my card from Happier Living. Me and my *** representative tried contacting Happier Living that day and were unable to get a hold of anyone from the billing department. We left a voicemail that day. When speaking to the *** representative, he mentioned that Happier Living charged me for an in person appointment versus virtual. I confirmed with him that I had a virtual session and even have confirmation from the zoom link. It's been 5 business days since we left the 1st voicemail and I have yet to receive a call from the billing department. I have submitted tickets via their online support and also have not received a response. I emailed the person who had taken my insurance information on November 22nd for assistance and she just referred me back to the billing department.

  Business Response

  Date: 12/16/2024

  Thank you for sharing your experience, Francesca. 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. 

  Customer Answer

  Date: 12/18/2024

   
  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.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:11/12/2024

  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.

  I was charged a $50 cancellation fee by Happier Living/HardLoop Payment. I read some reviews and complaints about this company beforehand but i still wanted to try them out because i was in dire need of help. Even after deleting my payment method from the Happier Living account page, i was charged and when i reached out to support to get a refund, one of the agents claimed the $50 was DISCOUNTED and a COUTERSEY because they typically charge $500. This company is predatory and they keep your personal and payment info even after deleting the info from their website. Anyone who has either signed up and or added their payment method or personal info on the Happier Living website may become a victim of identity and financial theft/fraud

  Business Response

  Date: 11/12/2024

  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.  Clients always have the option to reach out to our *************** 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

  Date:10/28/2024

  Type:Sales and Advertising 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 company is a telemedicine psychology service with which I had a scheduled appointment on 4/24/2023. I received confirmation of my appointment the day before on 4/23/2023, approximately 25 hours before the appointment. On 4/24/2023 a few hours before the appointment I received a call from a company representative informing me that the cost of that day's appointment would not be covered by my insurance. During this phone call - finding that after having used this service for previous appointments that I would need to pay out of pocket for the entire appointment - I requested to cancel the appointment with the representative. The representative informed me that my request to cancel the appointment after finding that my insurance would not cover any of the cost was not possible because this request was made within 24 hrs of the scheduled time. I was told that the entire cost of the appointment ($500) would be charged. I received an email reminder the day before the appointment and there was no indication of communication that I would be required to pay completely out of pocket until the phone call with the company representative, at which time it was far too late to be able to cancel the appointment. The phone call amounted to being informed that I would need to pay $500 because my insurance would not cover the appointment even though I wanted to cancel, I never met with a provider, and no services were rendered for the scheduled appointment in question. After this astronomically high late fee was charged, I requested something be done about the cost. When no solution was found, time passed and the company sent this $500 late fee to a collection agency where I attempted to explain my situation that I was forced to pay a fee that I could not avoid after being informed my insurance would not pay any of the cost within the 24 hr cancellation period. In doing this the company essentially trapped me into paying this fee with no recourse.

  Business Response

  Date: 10/28/2024

  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.  Clients always have the option to reach out to our *************** 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

  Date:10/23/2024

  Type:Service or Repair 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.

  canceling a appointment two hours before the session started telling me my insurance was not taken when HAPPIER LIVIING made the session a week before 10/10/24 and they and told me my isurance was not accepted on 10/16/24 two hours before the session started.HAPPIER LIVING TOLD ME THATTHEY CANCLED THE APPOINTMENT A COUPLE DAYS BEFORE THE SESSION ON 10/16 24 AND THEY NEVER NOTOFIED ME UNTIL THE DAY OF THE SESSION ON 10/16/24. THIS IS UNFAIR AND UNJUST.I FEEL ABUSED BY HAPPIER LIVING. TIHS CREATED A VERYBAD SITUITION FOR ME WHEN I NEED PROFFISONAL HELP. NO PROFESSIONAL HELP HERE!

  Business Response

  Date: 10/24/2024

  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

  Date:10/14/2024

  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.

  For the past two years my former insurance, ***************** stipulated my mental health costs would be $20 per visit, unlimited. ON four separate occasions Happier Living/AKA Cucumber Wellness has overbilled me and did not give an explanation of charges. Attached shows the wrong charges and correct charges incurred from about mid August 2024 to 9/30/24. What I really want is for them to send me a paper bill (or even a digital bill) that gives explanation of each charge. I WANT TO PAY THE BILL once I see the charges. Currently, they stipulate you leave a card on file and they bill you. I DO pay my bills on time, but they don't give you the option for ME to pay instead of them pulling the money from my checking account.

  Business Response

  Date: 10/15/2024

  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. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22416256
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 10/18/2024

  Hi, I am requesting they send me the bill before they take the money out.  Then I can say if it's incorrect ahead of time , so I don't have to spend a whole lot calling my insurance, explaining it to them, and them calling Happier Living to explain what my benefits are and why they incorrectly billed me. 

  Business Response

  Date: 10/25/2024

  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

  Date:09/27/2024

  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.

  Happier Living/HardLoop Payment Team/Cucumber Wellness - I have been using Happier Living for a year with no issues.- My healthcare coverage changed, though my provider stayed the same. However, I did not know that I needed to update my insurance information.- I received billing from Hardloop/Happier Living stating my insurance information was incorrect. I only had a few days to rectify. I found the correct insurance information and sent it in (while additionally calling - I have called over 50 times, it goes straight to voicemail, I have never received a reply).- I submitted the insurance information midday on Friday.- Yet I was STILL BILLED directly and automatically to my credit card on Monday.- I called to express that I needed to be refunded, as they had the correct insurance information.They still have yet to respond to me, refund me, or contact me in any meaningful way. It takes over a week to get replies from them, and it is constantly: "I do want to thank you for your time and patience during this difficult time. We are working to get this matter resolved. I will continue you to follow up with you during this time."Then they claimed I was denied and owed them this. But they failed to say they needed to charge my insurance with the CORRECT information.This has been two months of a headache. I have spoken to no person. Nothing is rectified.

  Business Response

  Date: 10/04/2024

  Thank you for sharing your experience, Kelly. We’re 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 [email protected] so we can discuss this matter further.