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:07/27/2025

  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.

  I have been a Joyous patient on and off for a year and a half, roughly. The shipment of my medication has been delayed evidently because the health professional (****** *****) I have worked with in the past was not present for three different online meetings...my last scheduled meeting was for 11:30am CDT today. I waited for seven or eight minutes; no one came online. When I have contacted Joyous over the course of the past several days, I received completely automated responses, as if no actual human being has been staffed to handle patient concerns in a timely manner. This seems like a dangerous precedent. I have been charged the usual $119.00 for the month...but am now out of my medication. I would like to comprehend what is going on at Joyous and why no one has responded (since Thursday) to my queries. Thank you.

  Business Response

  Date: 07/28/2025

  Thank you for the opportunity to respond. We are sorry to hear about ****** recent experience and appreciate the chance to clarify what happened and how were working to support him moving forward.
  
  Joyous is a medical service that provides clinical care and prescriptions to individuals seeking support for anxiety and depression. As part of our safety protocols, patients must complete periodic follow-up appointments to renew prescriptions for controlled substances such as ketamine. On July 19, 2025, we informed ****** that his prescription required an appointment to update it before we could process a refill.
  
  ****** scheduled his follow-up on July 19 for July 24 with his provider, ****** *****. Our records show that he entered and exited the virtual waiting room repeatedly for over an hour leading up to the appointment time and continued to do so during the appointment time, for up to 9 minutes after the appointment was scheduled to begin. It is not uncommon for providers to join a few minutes late due to earlier appointments running long, and its difficult for them to connect with patients who are frequently entering and exiting the call waiting room.
  
  ****** then rescheduled for July 27. Once again, our logs show that he entered and exited the waiting room repeatedly and remained on the call for only 6 minutes before leaving entirely, before the provider could join. We completely understand that virtual visits can sometimes be frustrating, but we kindly encourage patients to stay in the meeting room for at least 15 minutes past the appointment start time to allow providers the opportunity to join.
  
  We still have open appointment times available and would be happy to prioritize getting ****** rescheduled. He can find openings here: **************************************************** or he can reach out to the care team for help via text ************ or email *******************************************************
  
  We take ****** concerns seriously and are always working to improve the reliability of care and communication. His feedback has been shared with our clinical and operations team to better support patients in similar situations.
  
  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:07/10/2025

  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.

  This company provided my son with ketamine therapy as a mental health treatment via the mail. They shipped it to his home and were to monitor him each month via phone to see how he was doing on it . He moved and changed phone numbers and when he tried to contact them they refused saying they only would speak to the person who was the primary account holder , and since his number didnt match they have refused to speak to him to cancel. Ive tried to call , it goes to a voicemail, they offer a text option they say they cant talk to either of us since his number changed and Im not on the account I was simply paying for it. He moved right after ordering this product , however its been billed for over 16 months at 129$ per month and is being shipped Im assuming to his old apartment. Not sure who is receiving it but it is a substance that needs to be monitored by a professional when being used in therapeutics for depression and anxiety . I have sent countless emails explaining this to them , my son *** has called and emailed they refuse to let us cancel . I want a full refund for the entire 16 months Ive been charged for zero goods received and hassled at trying to cancel ! What a dangerous and disturbing company ! My son who had the account set up is *** ***** , date of birth ******** . Please let me know what other info I can provide . Thank you !

  Business Response

  Date: 07/17/2025

  Thank you for the opportunity to respond. We understand how upsetting this situation must feel for ***** and her son, and we appreciate the chance to provide some clarification.
  Joyous is a medical service that provides care, including prescriptions, to individuals managing anxiety and depression. Because this is a healthcare service involving sensitive personal information and controlled substances, we are legally and ethically obligated to communicate only with the enrolled patient. This means that if someone reaches out from a phone number or email address that is not on file, we must verify their identity before proceeding. In all cases where contact is made from an unrecognized number or email, we ask for identifying information (such as name, date of birth, and the number or email registered on file) along with a photo ID. These protocols are in place to protect patient privacy and safety.
  We are unable to confirm or deny the treatment status of individuals who have not provided that verification, and we cannot discuss or modify any aspect of an account, including cancelation or billing, based on requests from someone who is not the patient or a verified authorized representative. However, we make every effort to guide anyone who contacts us through the proper steps to gain access or receive help, and we offer support via text and email Monday through Friday 9am-5pm PST.
  In accordance with our Terms of Use, which every patient agrees to when signing up, subscriptions renew monthly and continue unless and until the patient cancels. Patients may cancel at any time and, unless otherwise stated, we do not offer refunds for past billing periods once time has passed, or services/medication have been provided. Our full cancelation and refund policy is available here: **********************************************************
  We can confirm there are no future charges being processed on a card associated with the name ***** ***** (***** ********). If ***, the potential patient named in this complaint, still wishes to cancel his subscription or needs further assistance, we welcome him to contact us directly from his registered phone number or email, or to verify his identity following our standard procedure, and complete the offboarding form so we can support him appropriately.
  
  Sincerely,
  Joyous Care Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23580047
  
  I am rejecting this response because:

   We have tried at least 5 separate times to cancel this service and no matter what info we have given they say they can't cancel the account for one reason or another. I have no faith we can simply just call or fill out a form and cancel. That option also misses the bigger issue here - over 1 year of monthly charges being taken from my account for a service never used. That is not being addressed here and that will not be resolved for me until I am issued a refund for the scandalous billing methods of this company . Knowing they were not shipping meds or communicating with a patient about their care each month as they claim to do , but simply charging $129 over and over with no response when trying to cancel .  Or the even worse  and more dangerous possibility, were they shipping meds to the address on file and someone currently living in that home has been receiving the shipment ? Very dangerous . Beyond frustrating and very much bad business practice in my book. I will feel this complaint is resolved when my money has been refunded in full for the months that I have been billed erroneously  by this company for services not rendered. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/25/2025

  Thank you again for the opportunity to respond.
  
  We sincerely understand Mollys frustration, especially given her concern for her sons well-being and the financial impact she describes. However, because this matter involves a healthcare service, federal privacy laws (such as HIPAA) and *** regulations strictly prohibit us from discussing any aspect of a potential patient's account, including billing, treatment, or shipment history, without proper identity verification from the patient themself.
  
  Despite Mollys belief that she has tried at least 5 separate times to cancel, we cannot confirm or act on any cancellation request unless we receive it directly from the patient, *** *****, or from a legally authorized representative who has completed our required identity verification process. This is not a matter of convenience or policy, it is a legal obligation that protects the privacy and safety of all patients receiving care for mental health conditions and controlled medications.
  
  We also want to address the concern about medication shipments. If Ians subscription was active and a prescription was current, shipments would have been sent only to the address provided and confirmed by the patient. If his prescription was not renewed by a provider (which requires patient engagement), medication would not have been dispensed. Regardless, we cannot verify or disclose whether shipments were made unless *** contacts us directly to request this information himself.
  
  Regarding billing, our Terms of Use, which are agreed to at enrollment, clearly state that subscriptions renew monthly and continue unless and until the patient requests cancellation. These terms also state that we do not issue retroactive refunds for unused services or past billing cycles once they have passed. This policy is in place to ensure fairness and consistency for all patients.
  
  We want to reiterate that we are not ignoring this issue, we are bound by law. If *** would like to cancel or request a review of his account, he is welcome to contact us from his registered email or phone number, or to verify his identity with a valid photo ID and matching information on file. We will support him immediately upon doing so.
  
  At this time, we can confirm again that no future charges are being processed under the name ***** ******** (***** *****). However, we are unable to issue any refunds or investigate this matter further without proper verification from the individual receiving care.
  
  Sincerely,
  Joyous Care Team

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23580047
  
  I am rejecting this response because: I would like

  to understand  how *** is supposed to cancel and get a refund when each time he calls or emails they say they cant find his account due the fact he changed numbers and changed emails . So when someone is not receiving shipments of meds , why are they being charged monthly ? For over  year please let me know how *** and I can call in together and resolve this .

   

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

• Initial Complaint

  Date:07/02/2025

  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 started as a patient in May 2025. At the first visit, I expressed to the practitioner & talked to her in depth on how the program works, length of ************************** The treatment is very expensive & I have limited finances. I started the ************** did work after a few weeks, with constant check ins etc. I told her at the next televisit that I was concerned about cost & being cut off suddenly. She assured me that wouldnt happen, they would work with me so that doesnt happen. Well thats exactly what happened. I apparently didnt make the payment in May so I was just cut off. The worst part is, when you go to the website and log into my account, there is no where for billing, places to pay, invoices, etc. I submitted a hardship form, twice, to get help with payments. I never heard back. I finally made another appt just to specifically talk to the practitioner about why I was shut off, why I suddenly stopped getting texts, etc. That appointment was for this past Monday, however 5 minutes prior to that appointment I received a text stating the practitioner needed me to reschedule, so I did, twice. I talked to her on Tuesday & that was the entire 2 min conversation, that they send links to payment & that text messages can be responded to, which I was unaware of. The text messaging from this company is worse than spam. she said that they had sent me a payment link a while ago but they will send me a new one & I just have to pay & Ill get my medication in a couple days. I asked about the hardship form I already did & she just said to redo *********** let me. So I texted, multiple times. If they get back to you, it takes at least a day then told me I wont get my meds until I make another payment but I have to wait to see what they determine for payment. I still havent heard, have no idea when Ill get my meds, if I will, etc. This is a horrible thing to do to people who are suffering *********************

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to respond to Katies concerns. We are very sorry to hear that she felt unsupported during her treatment and we truly empathize with how frustrating that must have been, especially while navigating mental health challenges. We appreciate her bringing these issues to our attention and want to provide some clarity on what occurred and how weve addressed her situation.
  
  ***** joined the Joyous program in April 2025. Like all patients, she enrolled in a monthly subscription model that includes access to medical providers, daily check-ins, and medication when clinically appropriate. Her subscription entered non-payment status later in May when her monthly invoice became overdue. Despite several follow-up attempts via email and text message to assist with updating her payment method, we did not receive a response or successful payment, and her care was stopped on May 31.
  
  We understand ***** later re-engaged with us and expressed continued financial concerns. She submitted her second financial assistance application on July 1, and we communicated with her about the standard processing timeline, which typically takes about two weeks (like it did the first time she was approved). We remained in contact with her during this period and responded to each of her messages in a timely manner, providing guidance and reassurance throughout.
  
  Following her conversation with her provider and our care team, ***** successfully restarted her treatment and her medication was delivered on July 7. She confirmed receipt via text and expressed her appreciation.
  We are truly sorry for any confusion or distress she experienced throughout this process. We are actively reviewing ways to improve our communication, especially around financial assistance timelines and portal access, and her feedback will be part of that review.
  
  If ***** has any further questions or concerns, our team is here and happy to support her. We remain committed to compassionate, accessible care for all of our patients.
  
  Sincerely,
  Joyous Care Team

  Customer Answer

  Date: 07/10/2025

  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:06/26/2025

  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.

  We I paid for a one month trial for a family member who liked the treatment. So we signed up for a subscription service but never received product for 2 months - though I continued to be billed. I contacted Joyous several times during these 2 months and they said HIPAA prevented them from communicating with me but at the same time would not provide a ***** form to my family member to sign. Finally I cancelled by payment method, discontinued Joyous, and now have this as a dispute through my credit card company.

  Business Response

  Date: 06/30/2025

  Thank you for bringing this to our attention. We understand your concern and appreciate the opportunity to clarify our policies and next steps.
  
  At Joyous, we take patient privacy and confidentiality very seriously. Because ****** is not listed as a patient in our system and has not been authorized by any patient to receive protected health information, we are unable to share any details regarding the account or services provided, in compliance with ***** regulations.
  
  That said, we have received Tamaras previous inquiry via email and, per our standard process, advised that the patient or someone with documented authorization must contact us directly from the email or phone number associated with the patient account in order for us to provide any assistance.
  
  While we cannot speak to the specifics of this matter publicly or with a third party, we can confirm that our team has conducted an internal review. There is no record of charges for services that were not available to the patient, and no charges have been made beyond April. Additionally, the account with her card attached to it is not currently being billed, and no future billing is scheduled.
  
  We have also been notified that there are chargeback disputes currently in process for previous payments, and we will continue to cooperate fully with the appropriate financial institution during their investigation; but no refunds can be issued when disputes are open.
  
  If further assistance is needed, we kindly request that the patient contact us directly from their registered contact information so we can support them appropriately.
  
  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:06/18/2025

  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.

  You guys continuously bill my card I change my card. I did not enter into an agreement with any of you or have taken your medication. My boyfrienddid he asked to start the trial. I gave him the car and charged it 120 and I gave permission for that charge loan. He canceled your guys subscription before the 30 days you never ever had permission to continuously charge my card. I keep getting a new card and you guys keep chargingmy card. This is unacceptable. Im getting tired of this harassment, he did not have permission to do more than the 30 days and he was agreement with that you guys were only allowed to let him try the trial nothing more. He never agreed for you guys to continuously charge thecard and its not even in his name in your continuously charge my card. This subscription is way over. He called and canceled it. This is beyond If this continues to happen every month, Im going to report you to the Better Business Bureau. They dont do anything. Ill just have my lawyer come afteryou guys Cause clearly this medication is not in my name nor should my card be continuously charged for product thats not coming please stop this.

  Business Response

  Date: 06/19/2025

  Dear BBB and *****,
  
  Thank you for bringing this concern to our attention. We understand how upsetting it can be to see unexpected charges and we take concerns about billing and consent very seriously.
  
  After reviewing our system, we were not able to locate a record for any patient under the name ***** ****. It appears the individual receiving treatment may be someone else who used your payment method with your permission for the initial charge. Since we are a healthcare provider and must protect patient privacy, we are limited in what we can investigate or disclose without direct communication from the account holder.
  
  That said, we are escalating this internally to look into any charges associated with the card in question. To ensure a swift and secure resolution, we kindly ask that the patient themselves, or someone authorized on their account, reach out to us directly. This will allow us to verify the situation and take any appropriate next steps, including cancellation and review of recent billing.
  
  Please have the patient or authorized contact message us via text at ************** or email ******************************************************* so we can address this as quickly as possible. We are here to help and want to make sure this is resolved with care and clarity.
  
  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:06/16/2025

  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.

  On Thursday June 12th, I had an appointment with my Joyous provider. I informed them that I would be out of town starting June 17th, and returning June 24th. I had asked the provider to simply have the shipment shipped to my mother in laws address, but a representative from Joyous reached out and assured me it would be delivered before the 17th. It is now the evening of June 16th, and I dont have my medication. Im now being told by Joyous that they have no control once with ****. Im SO frustrated being told differently.

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to Kristinas concerns. We sincerely regret any frustration or stress she experienced surrounding her recent medication shipment and we want to acknowledge the importance of her experience.
  
  On June 13, 2025, Kristinas medication was shipped as planned and tracked via **** to her regular address. Prior to shipment, our care team discussed her upcoming travel dates with her and coordinated to ensure it would arrive before she left on June 17. Our messages on June 13 confirmed our plan to deliver in time, and we understand her concern when the package did not arrive before her departure.
  
  The package was delivered by **** on June 20 to a secure parcel locker, not left outside. However, ******** did not retrieve it until June 25, after returning from her trip. She confirmed receipt and did not report any issues with the medication.
  
  We sincerely apologize for the inconvenience caused by the delayed arrival and any disruption it may have caused to her travel plans or treatment consistency. While we cannot control the exact delivery time once a package is in the hands of ***** we do our best to support timely shipments and provide accurate expectations.
  
  Since ******** successfully received the medication and has not reported any damage or usability issues, there is no remaining concern to resolve. That said, we are here to help if she ever encounters any future issues or has questions about travel planning or delivery timing. We deeply value her as a patient and are committed to supporting her mental health journey with care and respect.
  
  Sincerely,
  Joyous Care Team

  Customer Answer

  Date: 06/30/2025

  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:06/09/2025

  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 am entering this complaint against Joyous PBC. I signed on with Joyous to give ketamine treatment a try on 6/06/2025. I was approved for treatment on this date. I thought I had thoroughly researched this company before entering into an agreement with them. Well apparently I was wrong. Out of an abundance of caution I decided to check for complaints with the BBB. Something I should have done before hand. I was alarmed by the numerous complaints about their Questionable Billing Practices. I informed Joyous this morning, 6/09/2025, that I would be terminating my account with them. I notified the Joyous team through several texts and emails. They are refusing to close my account. They say that this is due to the medication being on it's way. Yah......NO. It is not up to them when I terminate MY Account. I have informed them that I AM Closing this Account. If they do not wish to accept this that is not my problem. They have received payment for this month and or order. I just felt it was necessary to inform others to beware of the Joyous PBC and their shameful business practices.

  Business Response

  Date: 06/10/2025

  Dear BBB and ****,
  
  Thank you for the opportunity to respond to Marys concerns. Were sorry to hear that she has felt alarmed or uneasy about her experience and would like to clarify our policies, as well as the actions weve taken to address her request.
  
  **** enrolled in the Joyous program and was approved for treatment on June 6, 2025. Her first prescription was processed accordingly and shipped on June 9, with an expected delivery date of June 13. At the time of her cancellation request on June 9, her medication had already left the pharmacy and was in transit.
  
  As a medical provider, Joyous is obligated to ensure that all patients beginning treatment are monitored for safety, especially during their first use of ketamine. Because of this, we are not able to fully cancel an account or terminate all communication while a patient is in possession of, or about to receive, prescription medication. Our duty of care requires that we remain available to answer questions, provide monitoring, and ensure that patients understand how to use the medication safely and when to seek support.
  
  However, we want to be fully transparent and respectful of Marys preferences. If she would like to refuse the package at delivery and have it returned to sender completely unopened, we can immediately cancel her subscription and cease all communication. If she prefers to accept the package, we will continue to support her clinically through the end of her billing cycle, and we will then cancel her subscription at the end of the month, as requested.
  
  We will not engage in recurring billing beyond the patient's consented subscription and ****, like all patients, is free to cancel at any time through our cancellation form. In this case, the initial payment was collected in good faith for the first month of service, and no further charges will occur once her cancellation is confirmed through either of the paths above.
  
  We sincerely regret that Marys first impressions of our service have left her feeling dissatisfied. Our aim is to provide safe, compassionate, and transparent care to every patient, and we appreciate this opportunity to clarify our policies and commitment to patient wellbeing. We are here to address any further concerns that may arise.
  
  Sincerely,
  Joyous Care Team

• Initial Complaint

  Date:06/06/2025

  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.

  I subscribed to Joyous ketamine treatment program and paid $85 on May 6, 2025. Despite completing all required steps, including two provider appointments (due to a dosing issue), it took nearly the entire month for my prescription to be sent to the pharmacy. I wasnt informed of the delay until two weeks later, after I followed up myself.The prescription was finally delivered on May 31, but due to poor packaging, the medication melted and was unusable. A replacement prescription was not delivered until June 6, meaning I went the entire paid month of May without any usable medication or treatment.I had not yet restarted ketamine when this began, but I followed all of Joyous procedures in good faith, expecting to receive what I paid for. Instead, due to internal delays and inadequate handling, I was left without medication for a full month. I am requesting a full refund for May 2025, as no usable treatment was provided during that time.

  Business Response

  Date: 06/10/2025

  Dear BBB and ********,
  
  Thank you for the opportunity to respond to Michelles concerns. Were truly sorry to hear that her experience during the month of May was frustrating, and we appreciate the opportunity to clarify what occurred and the steps weve taken to resolve the matter in full.
  
  ******** re-joined the Joyous program in early May and paid her monthly subscription fee on May 6, 2025. She followed all of the necessary steps for treatment, including completing two provider consultations to resolve a dosing concern. Her prescription was ultimately processed and shipped out as scheduled, arriving on May 31, 2025. Unfortunately, upon delivery, ******** informed us that the medication had melted in her mailbox due to heat exposure and insufficient insulation. We took her report seriously and approved a full replacement shipment, which was delivered to her on June 6, 2025.
  
  While medication was dispensed and a replacement was provided as quickly as possible, we absolutely understand that ******** did not have usable access to treatment during her original subscription month of May. In acknowledgment of this and as a gesture of good faith, we have issued a full $85 credit to her account, which will be automatically applied to her **** billing cycle. This means she will not be charged for **** services and will continue receiving care and support through that time.
  
  We hope this resolution meets Michelles needs, and we are committed to continuing her treatment with the compassion, responsiveness, and reliability that every patient deserves. If she has any further questions or requests, we are always available at ******************************************************* and by text at ************
  
  Sincerely,
  Joyous Care Team
  

• Initial Complaint

  Date:05/28/2025

  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.

  I have been using Joyous telehealth/telemedicine program for 4 months. Every month I have problems receiving my medication on time. The medication is managed by an AU program. Attempts to contact a real person about problems have all been unsuccessful. I was recently told I had no refills left on my medication and I needed to make an appointment right away. I have tried for a week with no success. They charge monthly whether they fulfill their promised services or not.

  Business Response

  Date: 05/29/2025

  Dear BBB and ******,
  Thank you for the opportunity to respond to Kristas concerns. We are truly sorry to hear that she felt unsupported during her most recent experience and want to acknowledge how distressing it can be to face delays in care, especially while managing mental health and preparing for surgery.
  
  ****** has been an active patient in the Joyous program for several months, and we recognize that she has consistently engaged in her treatment. In May 2025, ****** was due for a follow-up consultation to renew her prescription. On May 23, she received a notification that her prescription had expired and that she would need to schedule a follow-up appointment. Unfortunately, due to high demand, her preferred providers calendar showed limited availability. While this delay was understandably frustrating, it was not due to lack of care, but rather provider capacity.
  
  Throughout the process, ****** remained in communication with our team via text. On May 28, we provided a direct scheduling link and reassured her that her provider had new availability. The short delay in informing ****** of this information, was because the care team was working internally with the clinical team/provider to see if more availability could be opened for patients. ****** successfully scheduled her appointment later that same day. To support her in the interim and acknowledge this appointment delay due to schedule availability, we issued credits toward her next billing date and remained available for emotional support via text. Our team also responded with empathy and care when she shared her concerns about surgery and feeling overwhelmed.
  
  We would like to clarify that Joyous is a monthly subscription-based service, which includes access to licensed medical providers, clinical monitoring, daily check-ins, and medication when clinically appropriate. While refill timing can be affected by provider scheduling, patients continue to receive access to therapeutic tools and clinical support throughout their subscription, and adjustments to subscriptions may be made to reflect any delays caused on our end.
  
  We recognize that this situation was distressing and are truly glad ****** was able to book her appointment. We remain here to support her in the lead-up to surgery and beyond, and we sincerely wish her comfort and strength in the days ahead.
  
  Sincerely,
  The Joyous Care Team

• Initial Complaint

  Date:05/07/2025

  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.

  I am filing a complaint against Joyous Care for continuing to bill me after I clearly requested cancellation of their monthly subscription service. Their website explicitly states that the monthly subscription fee covers all medication needed for that month, regardless of the amount dispensed. However, after I received a second set of troches (medication) within the same paid billing period, they claimed that this triggered a new charge for an additional month.This is deceptive and contradicts the terms they present to consumers. I did not authorize a new billing cycle or agree to continue service beyond the original term. I attempted to cancel in good faith, but they used the delivery of a second shipmentcovered under their stated policyas an excuse to force another payment.I believe this is a deliberate and unethical billing practice. It feels like a scamadvertising flat-rate, all-inclusive care but then continuing to charge based on internal rules that conflict with what they tell consumers.Resolution Requested:A full refund of the unauthorized additional month charged.Confirmation that my subscription is fully canceled and no future billing will occur.A correction to their advertising and customer communication so that other consumers are not misled in the same way.Thank you for your attention to this matter.

  Business Response

  Date: 05/16/2025

  Thank you for the opportunity to respond to ****** concerns. We sincerely regret that he felt unsupported and misunderstood during the cancellation process, and we want to take this opportunity to clarify how our service and billing work, as well as the actions weve taken to address his request.
  
  ***** joined Joyous as part of our monthly subscription program, which includes access to licensed medical providers, daily check-ins, prescription coordination, and the medication when clinically appropriate. This subscription is billed automatically each month on the same date, and the billing is not tied directly to shipment dates or the number of refills, but rather to the ongoing access to care and services. This model and its terms were agreed to at the time of enrollment and are clearly stated in our Terms and Conditions.
  
  ****** final refill was consented to and approved on April 25, 2025, and was shipped out on April 28, ultimately arriving on May 5. His regularly scheduled monthly payment was due on May 7. While he did reach out on May 5 to request cancellation, the refill had already been processed, shipped, and delivered; and per our policy, once a refill is issued, the corresponding subscription payment becomes due.
  
  We received his completed cancellation form on May 6, and in response, we canceled his subscription effective immediately after the final billing on May 7. We also confirmed that no future billing would occur. At the time of cancellation, ***** had just received a shipment of medication and access to services for the new billing period, and therefore, he was not overcharged.
  
  ***** also referenced a statement on our website regarding flat-rate, all-inclusive pricing. We want to confirm that this remains accurate: the monthly subscription fee covers ongoing access to the full Joyous treatment model. This includes the necessary amount of medication each month (unless clinically advised otherwise), as well as medical monitoring and therapeutic tools through the patient portal. However, the monthly fee is not prorated or refunded based on shipment timing, service usage, or cancellation dates once a new billing cycle has begun.
  
  We understand ***** expressed financial hardship, and we empathize deeply. While we cannot provide a refund in this case due to services already rendered and medication already delivered, we have ensured his subscription was canceled in full and that no additional charges will be made. We are also happy to assist him in retrieving his medical records should he need them.
  
  We regret that ***** felt disappointed in his experience with us and we wish him continued healing on his mental health journey. If there is anything further we can clarify or provide, we remain available via email at *******************************************************.
  
  Sincerely,
  Joyous Care Team

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23301831
  
  I am rejecting this response because: They freely admit that they advertise their program a certain way and when it is so deceptive that multiple people complain, all they said to me was we are sorry you feel that way and actually did not even acknowledge my financial hardship till the BBB response.  They refused to speak to me over the phone and unequivocally asserted that they are right and I am wrong.  This is a horrible company and they should be ashamed at themselves for taking advantage of people struggling with anxiety and depression.  Their cancellation policy is deceptive enough to twist it to get one more month out of literally anyone who tries to cancel.  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/27/2025

  Dear BBB and *****,
  
  Thank you for your continued engagement and for the opportunity to provide additional clarification.
  We want to sincerely acknowledge ****** frustration, and were sorry that his experience with Joyous left him feeling dismissed or unsupported. That is never our intention. We also want to emphasize that we take patient feedback seriously, especially when it comes to mental health care, and we understand that clear communication and compassion are essential in moments like this.
  
  To clarify, the monthly subscription model at Joyous is designed to offer continuous, all-inclusive care including access to licensed medical providers, prescription coordination, medication (when clinically appropriate), daily therapeutic check-ins, and patient support. Subscription billing is automated and occurs on the same calendar date each month regardless of shipment timing, to maintain uninterrupted access to care. This model and the associated policies are explained during onboarding and outlined in the Terms of Service each patient agrees to.
  
  In Blakes case, a refill was requested and approved on April 25 and shipped out on April 28, arriving on May 5. At that point, the May billing was due and processed on May 7, as scheduled. His cancellation form was submitted on May 6, after the refill was already shipped and delivered, which is why the May payment still applied. Once this final payment was collected, we immediately processed his cancellation and ensured no further charges would occur.
  
  We understand ***** disagrees with this policy and feels it should have been handled differently, especially given his financial stress. While we did our best to cancel promptly and prevent future billing, we also followed our policy regarding the timing of refill shipments and payment obligations. These terms are applied consistently across all patients to ensure fairness and clarity.
  
  We also understand that ***** requested a phone call. As a telehealth service, Joyous does not offer phone calling support, but we are committed to providing timely and thorough responses via text and email, which we did throughout his cancellation process.
  
  While we regret that ***** did not feel heard earlier, we appreciate the opportunity to respond more fully here. We hope he is able to find care that better aligns with his expectations and wish him all the best in his continued health journey.
  
  Sincerely,
  The Joyous Care Team

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23301831
  
  I am rejecting this response because: Again.  They had me on a higher dosage and needed a bit more than 30 per month that came in the pack.  I was getting my second pack to get through the month after already paying for that month.  I did not get anything for the extra month they charged.  I went without several days before they came through with the refill.   I believe they owe me the extra month charged.  I wont recommend this service to any consumer.  I wish they would do the right thing but I feel like no matter what I say or any of the other 50+ complaints, they are right and the customer is wrong.  They have a general lack of compassion.  I feel violated and stolen from.  
  
  Sincerely,
  
  ***** *****