Complaints

This profile includes complaints for Wellnite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wellnite

  2261 Market St. Ste 4048 San Francisco, CA 94114

• 

  Wellnite

  2150 Shattuck Ave Berkley, CA 94704

• 

  Wellnite

  2261 Market St #4058 San Francisco, CA 94114

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:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have ***********************. I chose plan for mental health care. The only way I can get counseling through them is through *****. This routes u to Wellnite. You are forced to use Wellnite to schedule and pick providers. One would assume that if you are going through the BC BC website logged in and clicked thru to Wellnite that you are getting in network providers. I found one provider who i worked with for about six months it took months for the billing to catch up. They kept billing it incorrectly, I texted Wellnite. I called Wellnite to have it corrected. I entered information into their website and nothing seemed to fix it, except calling ********** and tellingthem that they were billing incorrectly. The next snafu was changing counselors, which was a nightmare. I tried to do it through the website. I booked with people that were matched with me. I would wait for the appointment sometimes a couple of weeks and on the day of the appointment, I would get a cancellation notice on what I found is a lot of the providers. Do not keep their schedules, up-to-date in Wellnite and youre forced to use it. The last straw was, I was finally matched and had an appointment with a lady and the claim was denied. Wellnite told me it was deniedbecause I hadnt met my deductible, which was not true because I have no mental health deductible. It was denied because the provider they referred me was not in network. It cost me 65 for a missed appointment when I had gotten a cancellation notice and due to having so many appointments canceled day off didnt look at it close enough so thats on me, but then I was charged nearly $100 because they were out of network. It was such a source of frustration that I have decided to not pursue mental healthcare as long as I am being forced to use Wellnite a truly terrible service

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 referred to Wellnite by my insurance provider, and after a week lag I went to the website to sign up for services. The website was designed in a predatory way that made it seem that the only way to receive services was by signing up for a free trial. The functionality of the website was significantly impaired by this "offer" and it was only by navigating through to three separate browsers that I was able to sign up for services without having to participate in this unnecessary service.
  
  I schedule services for the following day, and at the appointment time no one arrived for the service. I contacted customer support and was immediately met with a voicemail box that promised a response in 24 hours. I followed up with the provider independently, and the provider responded back saying that they had severed their relationship with Wellnite months previously, so the service booked and confirmed was a bold face lie on the part of Wellnite. there is no possible way they could have held up their end of the service.
  
  I tried unsuccessfully to contact them through customer support for 2 additional days, and have yet to receive a call back or acknowledgement of any kind. I am unable to close or remove my account through the website, and they do not have live chat options, only the customer phone number.
  
  I then contacted my insurance provider to find an alternative provider and complain, and through discussions with them we determined that in the intervening 10 days, my insurance no longer considers Wellnite an authorized provider.
  
  Wellnite appears to simply want to scam money through an ongoing subscription service, and when I did not want to be a part of that, falsely claimed to be able to provide services through a provider they had no ability to fulfill.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Wellnite continues to charge me for cancelled appointment fees, when I've cancelled them all within the appropriate time frames. THey keep coming into my account and TAKING money out of the account. The only recourse I have is to cancel the credit card and issue under a number; that's not tenable as I have other approved charges from other vendors coming out of that account. I want to block them from stealing from me and get a refund for the multiple instances of this happening.

• Initial Complaint

  Date:05/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint against Wellnite for unethical billing practices and a complete lack of customer service. I was experiencing issues with my insurance coverage, and instead of informing me that my claims were being denied, Wellnite continued scheduling and allowing sessions without notifying me that my insurance was not being accepted.Without any prior notice, they suddenly charged me $630 for multiple past sessions all at once, which caused my bank account to overdraft. I have made several attempts to contact the company to request an explanation, a detailed receipt, or to discuss payment options. To date, I have received no response. However, when they need my financial information, I receive repeated phone ******** is unacceptable for a mental health service provider to operate without a reliable customer service team. Claiming a 2472 hour response window and consistently failing to follow through only adds to the frustration. This experience has caused more harm to my mental health than help, which is deeply disappointing considering the purpose of the company.I strongly advise others seeking support to look elsewhere. Mental health is too important to be handled with such carelessness and disregard.

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 reached out to Wellnite initially on March 28th 2025 their phone machine message said they would call back within 48 hours. It's been 6 days, I'm trying to request previous therapist notes to be sent to me for important government processes and I can't get ahold of anyone at Wellnite. I've called, texted, messaged on website. I need someone to respond and help me. I was a client for a little over a year and payed $60-$65 a session each week. I've experienced numerous times of technical difficulty and being stood up for a newer therapist session in Jan 2025. I had so much difficulty with wellnite I'm just trying to get the records I need so I can move forward taking care of my health.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We used the services but then the provider would either cancel right before the appointment or would not be on during the scheduled appointment times. We were still charged for appointments that the provider did not go to. The company has not refunded the money and has continued to try to schedule appointments even after multiple texts from us to the customer service team telling them to NOT schedule appointments automatically. It is hard to get ahold of them the number in the receipt in the email does not work and is not an in-service number. I googled another number and no one would pick up. We keep getting billed and will be contacting everyone including our insurance to make sure this is corrected.

• Initial Complaint

  Date:03/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up with Wellnite to work with a therapist that I found on Zocdoc. I created an account on Wellnite in which part of it was to submit a credit card number. I set up an appointment with my provider. He never showed up to the appointment. I rescheduled the appointment and the provider did not show up the second time. At this point, I wanted to cancel my account. There is no way to remove my credit card information from the account and I was charged a $30 copay when I did not receive services. I attempted to contact Wellnite twice through email and did not receive a response. I attempted to call them several times and the phone number is always busy.I would like my account to be closed and would like them to reimburse the $30 copay.

• Initial Complaint

  Date:01/16/2025

  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 sought therapy through this service, as it is where my health insurance website directs me when looking for mental health services.I was called and texted multiple times. Every single day, I was called or text about booking an appointment. Once appointment was booked, I attended that session and booked for another session. Had technical difficulties and missed the session. Charged $65 to my card without a single phone call and not a single phone call thereafter. I have a history of suicide attempts. I find it rather interesting the service hasnt reached out to me once they received their money.

  Business Response

  Date: 01/29/2025

  Thank you for updating us on this. We sincerely apologize for the inconvenience and distress this situation has caused.
  We understand the importance of reliable and supportive mental health services, especially given your history. Our goal is to provide a seamless and compassionate experience for all our clients.
  
  Regarding the $65 charge to your card, it occurred because your therapist marked you as a no-show, unaware that you were experiencing technical difficulties logging in. We have come to the realization that these challenges were beyond your control. We did send a notification about the charge 24 hours before it was processed, but we did not receive a response. To address this, we have initiated a full refund of the $65 charge. Refunds typically take 510 business days, and we expect the amount to be credited to your account no later than February 4, 2025.
  
  Moving forward, if you encounter technical issues, please dont hesitate to contact our support team immediately for prompt assistance. You can reach us at ************** or via email at ***********************************************************.
  
  Warm regards,
  The Wellnite Support Team

• Initial Complaint

  Date:01/10/2025

  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.

  I want my membership cancelled. The website has been down for months.

  Business Response

  Date: 01/29/2025

  Thank you, ***, for sharing your feedback. We take your concerns seriously and would like to provide clarity regarding the issues you mentioned.  
  
  Regarding the availability of our platform, we have thoroughly reviewed its performance during the timeframe in question and can confirm that it was functioning as expected. If you experienced any difficulties accessing it, we sincerely apologize for any frustration this may have caused and are happy to assist further if needed.  
  
  Also, in response to your concern about being contacted after canceling your membership, your membership has been cancelled and we want to reassure you that we respect your decision and there will be no further contact from our Team.  
  
  We deeply regret any inconvenience you feel you've experienced and remain committed to delivering the best service to all our users. If there are additional details you'd like to discuss, we'd be happy to look into them further.  
  
  Thank you again for your feedback. 

• Initial Complaint

  Date:12/27/2024

  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.

  I used Wellnite throughout the Summer of 2024 (from June to August) for therapy. With my insurance, I only needed to pay a copay of $25 for each session. However, on August 21st, I was suddenly charged a total of $500 by the company, stating that my claims for four sessions in July were denied. Since I had been residing and conducting these therapy sessions in a different state than my home state, I thought that this was true and waited. However, its been four months now, and I have yet to receive a refund. My insurance account shows that all claim were paid and resolved on August 22nd, indicating that I should have been refunded by now. I have been trying to reach Wellnite by phone, email, and through the websites chat feature, but no success.

  Business Response

  Date: 01/29/2025

  We appreciate the opportunity to address the complaint filed by Ms. ***** ******** regarding charges on her account with ********************** dated 08/20/2024, which were refunded on 01/06/2025. Wellnite made multiple efforts to contact Ms. ******** regarding the missing insurance information, starting from 06/26/2024, and followed up on several occasions. Ms. ******** was informed on 08/20/2024 that out-of-pocket charges would apply if the necessary information was not provided. Once the claims were processed and payment was confirmed by the insurance provider, the refund was issued promptly on 01/06/2025. We take patient concerns seriously and are committed to ensuring transparency and resolution in all matters. Wellnite has acted in good faith throughout this process by maintaining open communication, adhering to standard billing practices, and resolving the matter as soon as the required information and payments were available.