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:05/08/2025

  Type:Delivery 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.

  Received information on hinge in mail and information stated services were free through my employer.Placed app on phone and never used service.Hinge billed my health insurance BCBS without my knowledge and EOB states Im responsible for $250 for service I never received

  Business Response

  Date: 05/09/2025

  Hi *******,

  Thank you for reaching out to us. We understand that you have received an Explanation of Benefits (EOB) indicating that your claim was denied. We apologize for any confusion this may have caused and want to assure you that you are not responsible for any out-of-pocket costs for our program. Our claims are submitted based on engagement, we see that an exercise therapy session was completed on 3/23/2025 which triggered the initial claim of $250.
  

  Here are some key points to clarify the situation:

  No Out-of-Pocket Costs: The Hinge Health program is provided at no cost to you. Your employer covers the entire cost of the program as an employee benefit.

  Insurance Claims: To facilitate this, we submit claims on your behalf to your insurance company. This does not affect your insurance benefits or deductible. The insurance company acts as a third-party administrator to issue payment, and your employer reimburses the insurance company in bulk for all paid claims.

  Denied Claim: It sounds like the insurance company may have mis-processed our claim. We will escalate this to our billing team to ensure the claim is processed correctly. Again, you are not responsible for any out-of-pocket costs.

  As requested, we have removed you from the program. 

  If you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to help.

  Best regards,
  Hinge Health

• Initial Complaint

  Date:05/02/2025

  Type:Order 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.

   
  Complaint: 23279387
  
  I am rejecting this response because:

  If the mailer is being sent by Hinge Health then it should be simply addressed from Hinge Health and not disguised as if it is coming from my employer's HR department.  The mailer is extremely misleading, using the name and logo of my employer in the return address field makes it seem as if it is coming from my employer's HR department, and therefore implies an important piece of mail that I should open, only to discover the mailer is not from my employer at all.  I am still waiting to hear from my employer's HR department to determine if Hinge Health has received authorization to send such misleading mailers.  In the future mailers should be addressed as to who they are from and not disguise themselves. Stating that the letter is from my employer's HR department when in fact it's from Hinge Health is a form of mail fraud. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/05/2025

  The marketing mailers you received from Hinge Health are legitimate. These mailers are sent to all eligible members whose employer or benefit fund offers the Hinge Health program and products as a no-cost benefit.

  Here are some key points:
  

  Partnerships with Employers and Benefit Funds: Hinge Health partners with employers and benefit funds to cover the full cost of the program for eligible members. This means that if your employer or benefit fund offers Hinge Health, you can participate at no cost as long as you meet the eligibility requirements
  
  Eligibility Requirements: To be eligible, you typically need to be covered under an employer-sponsored health plan that includes Hinge Health as a benefit. The specific eligibility criteria are set by your employer or benefit fund
  
  Marketing Mailers: The marketing mailers are part of Hinge Health's efforts to inform eligible members about the program. 
  
  No Cost to Members: It is important to note that Hinge Health does not ask for any payment information from members. The program is provided at no cost to you as long as you are eligible
  
  Sincerely, 
  Hinge Health Support

  Business Response

  Date: 05/13/2025

  Dear *** *****,

  Mailers provide eligible members information about health benefits offered through their employer health plans. All mailers are approved and sent upon the request of employer health plans.
  In accordance with HIPAA and privacy obligations, Hinge Health has placed you on our do not contact list, so you will no longer receive communications from Hinge Health moving forward.

  Sincerely,
  Hinge Health

• Initial Complaint

  Date:04/19/2025

  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.

  I opened an account with **********************, who my employer has contracted for physical therapy services as a part of our benefits. I was not impressed with the services and have twice requested to delete my account. There is no one-click opt-out/delete account of any sort. Theres a ****** form that I have filled out twice now with no results. I would like the company to delete all of my information.

  Business Response

  Date: 04/24/2025

  Thank you for reaching out and sharing your concerns. We apologize for any inconvenience you have experienced.
  We have processed your opt-out request, and it was completed on April 23, 2025. Additionally, your data deletion request has been forwarded to our compliance team on April 24, 2025, for further processing.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Sincerely,
  
  Hinge Health

• Initial Complaint

  Date:04/17/2025

  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.

   
  Complaint: 23217034
  
  I am rejecting this response because: the company just emailed me a hour ago saying that they cannot legally delete my data for 7 years without explaining the reason saying they cannot delete my data.

  i find this very suspicious that they just happen to email me and won't say the reason why they cannot delete my data.

  they lied in their messaging saying they would be deleting my data
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/24/2025

  Hinge Health is a digital health benefit provided through employers and health plans. Memberships are fully covered by employers or their health plan partners, with no out-of-pocket costs to membersincluding for services or equipment provided. If a member does not have a personal device, ********************** supplies a tablet and allows for equipment replacement within 13 months of delivery to ensure continued access during the membership period.

  ******* became a Hinge Health member on November 19, 2020, through his employer. As part of the onboarding process, he received a tablet and has since received multiple forms of support from Hinge Health, including replacement equipment and technical assistance.

  On May 12, 2021, Hinge Health shipped replacement sensors and a new tablet due to reported equipment issues.
  
  Approximately a year later, the customer requested another replacement, and our team provided troubleshooting support.
  
  On July 27, 2023, Hinge Health issued an upgraded tablet.
  
  On January 10, 2025, the customer requested another replacement tablet or a refund. Hinge Health informed him that:
  The tablet was outside the 13-month replacement window.
  
  His eligibility for Hinge Health services had ended due to a change or termination in employer-sponsored coverage.
  
  Since all costs were covered by his employer, the customer was never billed for any services or devices, and thus no refund was applicable.
  
  On April 17, 2025, the customer requested that his data be deleted and that he no longer receive communications. On April 21, 2025, the customer requested an accounting of disclosures. In accordance with ***** and privacy obligations, Hinge Health is processing these requests and has placed customer on our do not contact list.

  Please let us know if any further information is needed.
  

  Sincerely,
  Hinge Health 

  
  

  Business Response

  Date: 04/29/2025

  Hinge Health received a second response to Complaint ******** via the BBB portal.  We reviewed this complaint as well as the direct requests sent by this individual to our company.

  
  At this time, we have responded to both Complaint ******** and to requests sent to our company directly.  We have no additional information to add.
  

  Sincerely,
  Hinge Health
  

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23217034
  
  I am rejecting this response because: they are scam artist and crooks who are selling my personal data to others. they should be investigated. they have not provided me any information; they are a psycho corporation
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair 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.

  Better Business Bureau:
  
  This was supposed to be for hinge *** (the dating app). w what it even was. Thank you for listening. *****

  Business Response

  Date: 10/10/2024

  Upon further review, we were unable to find any account associated to the contact information provided and believe that the complaint is in reference to the dating app- Hinge vs our services with ********* Hinge Health. If this is not the case, please reach out to us at ********************************************************* for individualized assistance. Were here to support you and always happy to help.

• Initial Complaint

  Date:09/08/2024

  Type:Customer Service 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.

  Hinge has banned me for apparently no reason. I have appealed but have not heard back. I feel that I was wrongfully ********* phone number and email attached to this complain are the same ones I used for my hinge profile. I am hoping to be unbanned and my account reinstated.Kindly,**** ******

  Business Response

  Date: 09/23/2024

  Upon further review, we were unable to find any account associated to the contact information provided and believe that the complaint is in reference to the dating app- Hinge vs our services with ********* Hinge Health. If this is not the case, please reach out to us at ******************************* for individualized assistance. Were here to support you and always happy to help.

• Initial Complaint

  Date:04/24/2024

  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.

  As I remember, I filled out a questionnaire and answered questions for hinge health. The next thing I know, they send some kit, not ordered by me. I will return the kit immediately. It is brand new and in used. Since then, hinge charged my insurance company exorbitant amounts of money for said kit. I call them predatory. I have reached out to my insurance company as well.

  Business Response

  Date: 09/23/2024

  Thank you for sharing your feedback, we apologize for any confusion! Our programs are made available through partnerships with employers and benefit funds who agree to cover the full cost of the program for eligible members. Once an application has been submitted and reviewed, eligible members are then enrolled into the program that best suites their needs. The subscription provides access to the Hinge Health app, support from a care team (Health Coach and Physical Therapist) and any program materials provided to help complete the exercise therapy sessions. At this time we are not able to accept the return of any kits that have been sent out. You are welcome to keep the kit or gift the items to a friend or family member. If you have any questions or concerns about our enrollment process and/or billing process, we encourage you to reach out to our support team at ******************************* for individualized support. 

• Initial Complaint

  Date:02/27/2024

  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.

  I REQUEST TO THIS COMPANY TO SUPPRESS/DELETE (FROM MARKETING LIST) AND STOP SENDING INVITATIONS I DON'T NEED THIS SERVICE AND I DON'T PLANNING TO USED IT.

  Business Response

  Date: 09/23/2024

  We would be happy to honor this request! 

  Because Hinge Health is a benefit that is provided through your employer's health plan can you confirm the following to ensure that we are removing the correct person from our list?

  - Name of Employer

  Once have this, we will gladly provide a confirmation that you have been successfully removed from our do not contact list.

  Thank you! 

• Initial Complaint

  Date:09/21/2022

  Type:Product 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.

  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,
  
  ***********************************

  Business Response

  Date: 10/08/2022

  We'd like to apologize for any confusion that you experienced with our recent communications.  The supplemental equipment (i.e., Yoga Mat) is only provided if you are enrolled in Hinge Hinge programs where a yoga mat would be particularly useful, such as our  chronic program, which focuses on long term care.  You are currently enrolled in our acute program, which focuses on short term care and is supported by a closer relationship with your Hinge Health Physical Therapist; this program is not currently supplied with any additional equipment. As a participant in our acute program you can schedule visits with a Doctor of Physical Therapy who will work with you to create your Care Plan and who you can reach out to whenever you need. At Hinge Health, we truly value the caliber of our Doctors of Physical Therapy and believe that the patient/provider relationship is the most important aspect of this program.
  
  We continue to look forward to serving you with your MSK needs. Please let us know if you have any other questions.

  Business Response

  Date: 10/14/2022

  Thank you for your continued feedback on this situation.  We are committed to helping you with your MSK needs and in support of that we will have a Yoga mat sent to you.  Because you have requested that we delete your information from our systems we will leverage the contact information you shared with the Better Business Bureau.  In the future, if you would like to re enroll in the program, please reach out to us and we will process the request.
  
  Thank you and please let us know if you have any additional questions.
  
  Hinge Health Support Team

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18058182
  
  I am rejecting this response because: the flyer sent to my house did not indicate what type of pain I need to get yoga mat, ONLY said simple enrolled to the program.  The staff  did tell me it was an error on the flyer and they should still honor and send me my yoga mat!!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/20/2022

  Type:Order 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.

   
  Complaint: 18054522
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************with you to create your Care Plan and who you can reach out to whenever you need. At Hinge Health, we truly value the caliber of our Doctors of Physical Therapy and believe that the patient/provider relationship is the most important aspect of our program.We apologize again for the miscommunication and are working hard to create clearer marketing materials that indicate which members will receive a yoga mat. Please let us know if you have any other questions.Best,Hinge Health Support.After that email, I asked since they made an obvious error, to please just make it right and make an exception to still send me a yoga mat. In my messages I was very clear I would have NOT joined if they had not done the promotion. They emailed back and told me no. They are false advertising and getting sign-*** for their program while not honoring their commitments.

  Business Response

  Date: 10/08/2022

  We'd like to apologize for any confusion that you experienced with our recent communications.  The supplemental equipment (i.e., Yoga Mat) is only provided if you are enrolled in Hinge Hinge programs where a yoga mat would be particularly useful, such as our  chronic program, which focuses on long term care.  You are currently enrolled in our acute program, which focuses on short term care and is supported by a closer relationship with your Hinge Health Physical Therapist; this program is not currently supplied with any additional equipment. As a participant in our acute program you can schedule visits with a Doctor of Physical Therapy who will work with you to create your Care Plan and who you can reach out to whenever you need. At Hinge Health, we truly value the caliber of our Doctors of Physical Therapy and believe that the patient/provider relationship is the most important aspect of this program.
  
  We continue to look forward to serving you with your MSK needs. Please let us know if you have any other questions.