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:07/24/2025

  Type:Billing 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 made an appointment with a counselor at Brightside. She informed me that my psychiatry plan was inactive, and that I needed to make an appointment with psychiatry. That suggested to me that my original appointment was no longer valid, yet I was charged for missing it. I tried to get the fee returned, but was refused. I have included copies of the chat below.

  Customer Answer

  Date: 07/25/2025

  To Whom it May Concern,

  Brightside refunded the missed appointment fee, so I am withdrawing my complaint.

  Thank you,

  *** ********

• Initial Complaint

  Date:07/22/2025

  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.

  Filed for a release of information from another medical provider which was expressed as urgent due to my condition. The provider received 0 contact for 3 days. Once we were told the request of info was received, we were told Brightside typically takes one month to provide records despite urgency. Two weeks later, myself nor my new provider heard anything.They re-sent the release, still no response.Then, I personally contacted Brightside, as well as my new provider contacted them again.Again no ************ new provider reached out a 3rd time with urgency as I have had to re-schedule my appt with my new provider three times, despite the fact that my condition is urgent. They cannot see me without the records ************ has been another 3 days, with again no response to either of us.I woke up this morning with a request from Brightside to complete their release of info.We already did and submitted it 3 different times with proof that they received it. They are impossible to contact as they do not have a listed phone number. I have completely cancelled my services with Brightside and despite that, they said I have to pay for an additional month regardless of cancelling a month in advance. They charged my account and took $350 from me. They are hindering patients life saving care and only send generic, pre-written emails as responses. For $350 "membership" per month, I have received nothing but a headache and a lot of time ********* new provider states that they have never heard of a 30-day wait period for releases and also that they have never had to send a release to any other doctors more than once.The release was submitted to Brightside on July 2nd, 2025.Despite all of out exhausted efforts to contact, still no response as of today-July 22nd, 2025.I have never had such a terrible experience witth any provider or been so desperate to receive my records when they can just email or fax them.I have copies of emails I can furnish upon request.

  

  Business Response

  Date: 07/25/2025

  Dear Ms. ******************** very sorry to hear about your experience, and we truly regret the frustration and distress this situation has caused you. We want to acknowledge how important timely access to medical records isespecially when it affects your ability to continue care. While the ***** Privacy Rule allows up to 30 days to fulfill a records request, we recognize that your situation was urgent and required more timely communication and follow-up than you received.
  Your request was initially received on July 2nd, and records were provided yesterday, June 24, 2025. If you have any additional questions or concerns about this request, please feel free to contact our quality department directly at ********************************************************. 

  Regarding the billing concerns: weve confirmed your Brightside account has been scheduled for cancellation on July 29, 2025, and we have gone ahead and refunded your last months charge of $95.00.

  Thank you for taking the time to share this feedback. Were committed to learning from this and improving our service.

  
  Sincerely,

  **** *.
  Sr. Manager of Clinical Quality
  Brightside Health

  Customer Answer

  Date: 07/25/2025

  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:07/13/2025

  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 set up my first appointment with a psychiatrist for the same day I signed up. I was impressed that they had a same day appointment. I got on the video call at 7:10pm as the app suggested to make sure I was ready as I had read the 24 hour cancelation policy and could not afford more than the $30 copay that Brightside quoted. At 7:16pm my provider signed on. She never turned her video or audio on. I assumed she was running late or maybe reviewing my chart before she started the session. At 7:24pm I used the chat feature to ask if I needed to do anything to start the session.i saw that she had messaged me at 7:16pm asking if I was available to do the session. I told her I was just waiting for her. She then messaged me saying that she sent me an email to reschedule since there "was apparently technical issues". The email said I would be charged $165 for a missed session. So my first issue is that even though I provided my phone number when signing up no one attempted to call or text me to see if there was a technical issue on my end. My second issue is that I'm being charged for missing a session when I was checked in early waiting for the provider. What is to stop providers from simply signing in, never turning on their camera, and then canceling citing technical issues and then getting paid? I am including a screenshot showing that I was on the call and had reception. There are at least 10 other people on ****** reviews that had the exact same issue as me, that's not mentioning multiple people who reviewed saying they were charged double or incorrectly. It really seems as though people are actively getting scammed by this business, I am confused about how they have a B+. I reached out to customer service and I am waiting on a response but based off of other customers complaints and reviews I doubt they help me.

  

  Business Response

  Date: 07/18/2025

  Hi *****,

   

  Thank you for your patience as we investigated your complaint. After a thorough review, weve confirmed that a technical malfunction prevented your provider from successfully connecting. I want to personally apologize for the inconvenience this caused. While our system initially flagged the session as missed and attempted to process a $165 charge, we can confirm that the charge did not go through and will not be billed to your account.
   
  Were actively reviewing our procedures to better handle technical disruptions and ensure that communication is clearer and more responsive in situations like this. Your feedback is truly appreciated and helps us continue to improve the experience for all members.
  
  Our quality specialist, *******, has outreached to you from Brightside this afternoon to confirm these details pertaining to your account and to serve as a touchpoint should you require any additional assistance with this matter. Thank you again for bringing this to our attention as we strive to serve you to our best ability.

  Best,

  **** *.
  Brightside Health

• Initial Complaint

  Date:07/04/2025

  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 had a subscription with Brightside Health for 1 month. They refused to work with me the last week by canceling all my appointments within an hour of each appointment start time.

  

  Business Response

  Date: 07/14/2025

  Hello ****,

  Thank you so much for bringing this matter to our attention. I see that our member services representative did already respond for a refund amount of $139.60 as requested but I also want to take this time to provide further clarity and explanation. There was a last minute emergency on the side of your therapist that resulted in last minute cancellation. This should have first been communicated to you by your therapist, but this should also have been communicated to you by our member service representative upon your inquiry on June 27. I am personally following up with both our clinical and member service teams to provide relevant coaching. 

  Thank you again for escalating this to our attention and providing us with the opportunity to respond and improve our processes. Please let me know if you have any further questions or concerns about this matter and I will be sure to address promptly.

   

  All the best,

  **** *.
  Sr. Manager of Clinical Quality
  Brightside Health

• Initial Complaint

  Date:06/28/2025

  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.

  On 3/26/2025 I had an appointment with ****** *********, PMHNP on the Brightside platform regarding my insomnia. Everything went well and I was prescribed a medication that did not really help so I decided to cancel the service. I was advised that my membership would continue til the renewal date (end of April) and then automatically cancel.On April 28th I received an invoice for my remaining $20 copay, which I paid on 04/30/2025. Two months after canceling my membership, on June 27th, 2025, they randomly charged my credit card $45 without notifying me, calling me or emailing me at all. I called customer service and they basically said they did not know why I was charged but they were going to forward all the information to a different department.Upon calling my insurance provider (*****), they confirmed I was only responsible for the $20 copay for the appointment on 03/26 and told me there were no other claims from this company, and my prescriptions were 100% covered (no copay)

  

  Business Response

  Date: 07/02/2025

  Thank you for sharing this feedback. We recognize the importance of having a smooth and transparent care experience, and we apologize for any frustration this situation caused.
  
  We reviewed the billing concerns raised here and reached out to the former member directly on June 30th, 2025. At that time, we confirmed the error, issued a full refund, and removed the payment method on file at the members request.
  
  We appreciate the opportunity to make this right.

• Initial Complaint

  Date:06/05/2025

  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.

  On May 31, I realized that I was enrolled in the incorrect plan with Brightside Health. I used their customer service portal to contact them via email - which is the only option to seek service on these accounts. These issues are managed by a ******* instance and I received the tracking number for my issue.Nearly three days later, after prompting without reply, I received a boilerplate response that appeared to rely on nothing more than keyword identification and did not address my actual issue in any way. I replied with further clarification, and then a further follow up seeking an update. None of those messages have been replied to and my account is now facing *************** a former workforce manager at a contact center, the service level being delivered by Brightside Health's customer service team is appalling - well below industry standard - and in my opinion should preclude them from delivering any form of medical service.

  

  Business Response

  Date: 06/16/2025

  Hello *****,

  
  Thank you for bringing this to our attention. On 5/30/25, you initiated a downgrade to our Medication Maintenance plan. As confirmed in the system at the time, and displayed to you during the selection process, this change was scheduled to take effect on 6/30/25not immediately. We included a snapshot of this confirmation in our prior response for reference on June 6, 2025.

  
  Plan changes cannot be applied retroactively, and billing proceeded according to the plan that was active as of 5/31/25. We understand this may not have aligned with your desired date of change. We do acknowledge that our response time fell short of expectations in this instance and are actively working to improve service levels across our support channels.

  
  Best,

  
  **** *.
  Sr. Manager of Clinical Quality
  Brightside Health

• Initial Complaint

  Date:05/19/2025

  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.

  Today I met with a therapist at Brightside Health, **** ***** He shut off the camera in my face during a virtual visit, as I was explaining why I thought I needed to opt out of the program. When someone is suffering from severe depression and anxiety, this is unethical and inappropriate. I have filed a complaint with ******** and also with ******************************. There are hundreds of complaints for Brightside Health. They should not be dealing with the most vulnerable citizens with rude and unprofessional behavior. With all the complaints, a class action suit may be necessary. No one seeking health care should be subjected to this rude and inhumane treatment. I am ***** certified and know that this is totally unacceptable.

  

  Business Response

  Date: 06/04/2025

  Hi ***,

  
  My name is ****, and Im reaching out from the Quality Team here at Brightside Health. I want to acknowledge the concerns you shared and let you know how truly sorry I am to hear about your experience.

  We take reports like this seriously and understand how important it is that care is delivered with respect and compassion especially when someone is navigating depression or anxiety. I want to assure you that we are actively looking into this matter. If theres anything else youd like to share while we continue our review, please know were here to listen and support you. I also want to assure you that no charges will result from the appointment in question.

  If you're open to it, we encourage you to contact us directly at ******************************** so we can ensure your concerns are fully documented and appropriately reviewed.
  Thank you again for taking the time to share your feedback. We value your voice and hope youll consider connecting with us.
  Sincerely,

  
  ****
  Brightside Health Quality Team

• Initial Complaint

  Date:05/09/2025

  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 May 8 2025 $165 I received a charge on my account for no show. I was a new customer looking for mental ********************** help. I then sign up set an appointment the next day. Next day I couldnt make the appointment I open the chat to write to my therapist and its disabled I can't write back. There was no way to cancel my appointment on your dash board. So I used your contact form. You then charged me 165 fee and email me the next day that sorry you couldn't cancel my appointment. This is a scam. Your dash board does not have an option to remove my card from my account. Upon calling my bank to put a stop payment on any future charges I found out that you placed a reoccuring 165$ charge i did not sign up for this. This is scam and sad that you are making your customers jump through hoops to access their payment settings.

  

  Business Response

  Date: 06/16/2025

  Dear ******

  We appreciate you sharing your experience and are sorry to hear about your frustration.

  
  We reviewed your account and can confirm that a single $165 charge was issued for a missed appointment on May 6, 2025. Per our cancellation policy, which is presented during booking and in confirmation emails, appointments must be canceled at least 24 hours in advance outside of emergency to avoid a no-show fee. Your cancellation request was received approximately a few hours before the appointment, and we were unable to process a refund due to that timing. 

  There was no recurring charge placed on your accountonly the one-time charge for the missed session. While we understand the cancellation process may not have been clear in your initial experience, we do not restrict payment management access, and are happy to assist with any further questions about your account settings.
  Thank you again for bringing this to our attention.

  Best,

   

  **** *.
  Sr. Manager of Clinical Quality
  Brightside Health

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23308438
  
  I am rejecting this response because: 

  Hi Aspen,

  
  

  Yes, I have heard back from Brightside Health, Inc. They informed me that they would not issue a refund and implied it was my fault, which I found to be very poor customer service.

  
  

  As a result, I had to contact **************** to obtain my refund. My bank also informed me that the charge was set to be recurring, which I was not aware of. I'm glad my bank was able to cancel that on my behalf.

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

  

  Business Response

  Date: 06/23/2025

  Hello ******,

  I'm sorry to hear that our response came across as placing blame that was not our intention. We do, however, need to uphold our scheduling and payment policies, which are in place to respect the time of our providers and therapists. Late cancellations and missed appointments can have a real impact, which is why these policies include associated fees.

  We appreciate you voicing your feedback and are always here to talk through any specific concerns you may have.

  Sincerely,

  ****

• Initial Complaint

  Date:05/09/2025

  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 tried to find any way to cancel appointment. I decided not to try. It forced me to change providers. Then I cancelled the account but it kept my appointment so I cancelled appointment and get charged 165$ because the system forced me to change appointments! This is a scam! I want my money back!! I attached a photo of my appointment tent I had! I should have never been charged

  

  Business Response

  Date: 05/23/2025

  Hello,

  Thank you for providing this feedback. Were very sorry for the confusion and frustration this experience caused. We understand how important it is for our systems to be clear and easy to navigate, especially when managing appointments and membership status.
  To clarify, using the "Can't make it" feature in the portal is the appropriate way to cancel an appointment. While membership cancellation does not automatically cancel future scheduled appointments, we recognize that this distinction may not have been clear in this case.
  We appreciate the member bringing this to our attention and are glad we were able to connect and resolve the issue directly within 48 hours of their initial outreach. Our goal is always to provide a seamless and supportive experience, and were using this feedback to help improve communication around appointment management in the future.

   

  Best, 

   

  **** *.

  Brightside Health

• Initial Complaint

  Date:05/01/2025

  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.

  Their horrible they sent my prescription to a wrong pharmacy wont resent they give me hard time

  

  Business Response

  Date: 05/13/2025

  Thank you for your feedback, and we're sorry to hear about the frustration you experienced. We understand how important it is for prescriptions to be handled promptly and accurately. In this case, the prescription had already been filled when the pharmacy was changed, which required a new prescription to be issued. Were glad we were able to resolve this within 48 hours, and we appreciate your patience as we worked to correct the issue. If you have any further concerns, please dont hesitate to reach outwere here to help.