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:07/21/2024

  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.

  On 7/1/24, I sought out a therapist using Rula. After finding a therapist to work with, I received an email from **** stating that said therapist accepts my insurance, and that I would have a $0 copay. I went to my session on 7/3/24. After my session, **** charged me $150 for the session. When I inquired as to why, they said that "after another look" they needed me to send updated insurance forms. I sent in the requested forms, and they denied it. After disputing this charge, they have ignored my request to have this matter looked into by a supervisor. I do not feel that I should be charged because a) they failed to do their due diligence BEFORE my session and confirm if my insurance is accepted.And b) they sent an email for my session saying my insurance was covered.

  Business Response

  Date: 07/30/2024

  We are currently looking into our verification of benefits tool and connecting with our billing team to confirm what happened here. We will follow up with the patient directly with next steps. Thank you for your patience

  Customer Answer

  Date: 08/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received therapy through their services in the Spring. I started their services through my health insurance, which they partnered with so it was covered by my insurance. After receiving unexpected charges to my account that my insurance should have covered, I contacted my insurance by phone. They let me know the company was incorrectly billing me and charging me when I should not have. They will not let me close my account although I do not want to use their services anymore and have been told by my insurance that these services would be covered but they simply charged it to my insurance wrong.

  Business Response

  Date: 08/05/2024

  What happened?: The patient's Kasier benefits were verified, as having a deductible. This information was communicated to the patient before they began with visits. The patient was charged for the deductible due on their visits. Patient reached out to Support asking about a recent charge on their account.

  What have we done?: I followed up with the patient (5/9/24) to clarify the charge and deductible. During registration we provide patients our Assignment of Benefits and Credit Card Authorization indicating that the patient is responsible for knowing their benefits and authorizing Rula to charge for any costs set forth by the insurance company.

  Please let us know if the patient has any other questions

  
  

• Initial Complaint

  Date:06/25/2024

  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.

  After THREE separate confirmations (see attached images) that my insurance was updated in their system, Rula (also know as Path) has billed an insurance that has not been active since October 2023. They billed from January to April in May 2024 (extremely late).

  Business Response

  Date: 06/27/2024

  What happened: The patient updated their insurance for 2024 and a verification of benefits was completed/emailed to them. During an account audit ****'s Billing Manager identified that the patient's updated insurance had not been billed. **** system error)

  What have we done about it: ****'s Billing Manager adjusted the account and billed the patient's visits to their active insurance policy. I followed up with the patient to apologize for their experience and explain the reason for the delay with billing their updated insurance policy.

• Initial Complaint

  Date:06/17/2024

  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.

  Im scheduling and attending over the course of three months and theyre actively charging me roughly $30 per appointment. After being seen for three months Im receiving an email in attempt to collect $900 for services rendered. An insurance issues was discovered, my policy number was incorrect. Once fixed the bill was adjusted around $750. Im being asked for payment immediately. Now that Ive given a brief overview of the situation my real issue is Im on top of my account and making every attempt to solve this. NO ONE is willing to call me. Every communication is email. As Im calling the general support number Im getting excuse after excuse with different stories. Im told insurance, billing or whom ever can solve my problem doesnt have an extension and Im to be called by them. Someone agreed to a phone call. I explained in detail what happened and a payment agreement was mentioned. I absolutely took the offer. I told her what I could afford to pay and requested someone contact me via phone incase I had questions. My request was disregarded once again and I received an email of what could be done. Without my permission Im being told that they will give me a 6 month arrangement and payment is due today and attempted without my permission. To sum this up because Ive given this too much of my time.1. Three months shouldnt have gone past to verify my benefits.2. You dont make financial decisions on a patients behalf without discussing due to your lack.3. The treatment Im receiving isnt pleasing to mental health. Ive made every attempt to make this right and Im not receiving any generosity in return. My appointments have now been canceled due to this matter. In your mission statement it mentions We can do better. We must do better. Our team is here to do just that. That statement sounds good online but is an absolute joke! **** is severely lacking in this area. Contact via phone would be greatly appreciated.

  Business Response

  Date: 06/21/2024

  What happened?: The patient's insurance was originally verified as having a deductible and the patient was sent this information. Their account was not properly updated with their insurance information so they received a large bill for services. Our Patient AR Team offered a payment plan to the patient.

  What have we done?: (I reached out to our Patient AR / Insurance AR leads to verify what happened on the account) The patient's account was updated with their insurance information, which has a deductible due. The claims were updated and resent to the insurance company. Our Patient AR Team noted the patient's account to proactively reach out to the patient once insurance processes their visits. We will set up a payment plan for the patient's deductible with an amount they are comfortable with. I reached out to the patient to update them and schedule a phone call before the end of week. I followed up with the patient via phone on 6/20/24 to go over the account updates and payment plan in the email and patient left call satisfied. During registration we provide patients our Assignment of Benefits and Credit Card Authorization indicating that the patient is responsible for knowing their benefits and authorizing Rula to charge for any costs set forth or not covered by the insurance company.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21861426
  
  80% of your response was correct. 
  Please dont make yourself seem like the savior after I had to call numerous to get said arrangements. As well as the many chances I gave your staff to make it right before I made a BBB complaint.
  

  Since all calls are recorded its not obvious to gather that I was satisfied before the call was ended. Lucky for the company I enjoy my provider otherwise I wouldnt have fought this hard to pay my money. Youre wrong on all aspects! None of this shouldve happened. Thanks for responding over three weeks later. NOW, you can consider this matter settled. 
   
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/30/2025

  we apologize for the experience that this pt had and are glad to hear that they enjoy their provider. ** stated in response that matter has been settled.

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am extremely disappointed with ****'s appalling customer service and unacceptable billing practices. Despite providing clear evidence that I was wrongly charged an additional $35.00 for each visit without proper notification or contact, **** has failed to address this issue in a timely manner. My insurance company made attempts to contact ****, but received no response, causing me significant financial hardship. The documentation clearly shows that I consistently paid the proper $10.00 copay during the time of service. ****'s inability to provide an explanation for the double charges is completely unacceptable. I am extremely dissatisfied with ****'s lack of response and professionalism in handling this matter.

  Business Response

  Date: 06/21/2024

  What happened: The patient updated their insurance policy on file. A copay amount of $45 was originally set up on the account. The patient was charged $500 in copays and first contacted **** on 6/3/24 to inquire on these charges. Our Support Team helped to make sure the patient's account was updated appropriately and our Insurance Team helped to reverify the patient's benefits, resulting in a $10 copay (Ticket). There is no record of insurance contacting Rula on the patient's account.

  What have we done?: The patient's copay was corrected to $10 and they were refunded the overpayment of $450 on 6/12/24. The patient stated they would be taking legal action so a complaint form was submitted for Compliance to follow up. The patient has an open ticket with Compliance for further / proper follow up.

  (Ticket) Update (6/20): Myself and **** (Compliance) called this patient together to go over their account updates and confirmed their account is resolved for them (Refunds submitted / insurance updated with correct copay). We also apologized for the poor experience. The patient left the call satisfied their frustrations were resolved / heard.

• Initial Complaint

  Date:05/29/2024

  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 started receiving services from **** on 4/27/2024. My copay through my insurance is $90, while my fianc's, who I'm doing counseling with, is only $25. Finding this out, we decided to switch our services to Rula to his insurance on 5/3/24 prior to our next session on 5/4/24. The patient portal shows his insurance information, so I assumed this was correctly done. Wrong. According to the rep I spoke with today, my insurance is still listed as the primary on the account, which I was never advised would happen after adding my fianc's insurance information. Because of this, my insurance is being billed for the claims. I now owe $360 for the last four sessions because it is still going off my $90 copay, when in reality, I should owe $165. I cannot remove my debit card info from my account, so now I get to worry that they will process the patient balance prior to fixing this, putting me out of money that I never owed in the first place. I sat on hold for 50 minutes to get through to nobody. When I called back, I was told there's no option to speak with a supervisor to get this fixed immediately and I would have to submit ANOTHER ticket (ticket # is *******). This is absurd and as a healthcare professional, I would be mortified if my patients had this much difficulty getting such a simple issue fixed. I will be escalating this further with the state of ******** if necessary if this is not fixed in a timely manner.

  Business Response

  Date: 06/07/2024

  What happened?:

  The patient reached out to Support wanting for her fiance's insurance to be billed for her visits, instead of her's, as they are receiving couples therapy. The patient's insurance has a higher copay than her fiance's which is why she is wanting to use his insurance.

  What have we done?:

  I followed up with the patient to let her know what we can check/do to help. We cannot bill her fiance's insurance under her account if she is not listed as a dependent on the insurance (this would be considered insurance fraud), even if they are receiving couples therapy. I let the patient know I'd have our verification of benefits team confirm this information and then we can either update the insurance or help with having her fiance create an account with their insurance. If she is not a dependent on her fiance's policy we can have her fiance set up an account at Rula so that we are able to bill their insurance for the couples therapy sessions. (We could then transfer the visits over to her fiance's account to bill)

  During registration we provide patients our Assignment of Benefits and Credit Card Authorization indicating that the patient is responsible for knowing their benefits and authorizing Rula to charge for any costs set forth or not covered by the insurance company.

• Initial Complaint

  Date:04/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst experience with any service provider in my life. **** boasts its pre-appointment confirmation of your insurance coverage. What they DONT tel you is how they expect you to continually verify coverage on your own. They also dont tell you when insurance isnt covering your appointments. As of 3/22, my appointments werent being covered by insurance. Does Rula send a text message, email, or otherwise provide any notice at all? Nope. Instead they wait over two weeks and charge me for the amount insurance didnt pay-after I already completed TWO additional appointments with no knowledge that my appointments were no longer being covered. Then they wait a couple of days and charge me over $200 MORE. Over $300 in healthcare fees I would never had paid if **** didnt advertise their insurance confirmation or negligently fail to provide notice when insurance wasnt covering my appointments. I used this service to get help, and thanks to Rula, Im in a worse state than when I began usage of their service. Had they simply sent a email after the first appointment wasnt covered, I wouldve paid that balance and never used Rula again. Instead, they kept quiet, waited weeks, and then charged me hundreds of dollars that I cannot afford. This is an absolutely horrible platform that no one should rely upon for any services. My only hope is to dispute the charges with the credit card company based on Rulas multiple, deliberate failures. Be warned: its better to go without any help than to use Rula for any reason.

  Business Response

  Date: 04/29/2024

  The patient's insurance quoted a $20 copay during the patient's initial VOB. The patient's insurance has been processing their claims to a plan deductible. Rula strives to provide an accurate benefit estimation but we do advise patients multiple times during intake that they are responsible for knowing their benefits and should confirm with their insurance as well. All patients are provided the assignment of benefits policy and credit card authorization policy, which patients sign off on during registration. The charges set forth by their insurance company is the valid source of truth.

   

  What have we done about it: We informed the patient of the charges and advise they contact their insurance company for the most up to date and accurate information. I've followed up with the patient to explain the deductible further.

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted the agency seeking a mental health provider and was helped by one of their representatives. I told the representative that I wasn't ready to make an appointment but they insisted and if I wasn't going to attend I could just cancel. The representative didn't notify me if I failed to cancel I would be charged a fee. I was notified by email that I had steps to complete in order to confirm the appointment. I never completed the steps at all and never confirmed the appointment. When i tried to cancel by email the system wouldn't let me login to do so at all.

  Business Response

  Date: 04/26/2024

  The patient has been contacted by our support team and their no show fee was refunded. Additionally, our team saw that this patient still had two appointments that were still scheduled so we went ahead and cancelled those. We are waiting to hear back from the patient to confirm that they are satisfied but we completed all of our steps (refunding + cancelling future appointments) on our end.    

• Initial Complaint

  Date:02/06/2024

  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 was billed for dates I did not receive service, now I am being billed in increments of hundreds of dollars at a time with no explanation of what it is for. Every week they keep billing me for more services despite not ever having an appointment scheduled. they have overcharged me for hundreds of dollars. the appointments I did have had technical issues almost every time due to their poor platform (not in the control of the therapist, who was great). Do not use this company and I will be seeking a refund on the charges for services I never received and for those that I was over charged suddenly on.

  Business Response

  Date: 04/26/2024

  Patient's deductible renewed in 2024 and they are being charged. The patient was given accurate VOB information regarding the deductible before starting treatment. Patient has contacted by Support and Billing to explain the deductible charges and how the charges were processed on their account. There are no tickets related to technical issues with their appointments.

   

  We have already reached out to the patient regarding the charges to explain them in detail. We followed up again with the patient to clarify the charges and send a receipt so they can verify the visit dates they've been billed.

• Initial Complaint

  Date:12/08/2023

  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.

  Subject: Formal Complaint Against PATH Mental Health Company - Unjustified Missed Appointment Fee and False Claims Dear Better Business Bureau,I am writing to file a formal complaint against PATH Mental Health Company, as I have encountered a highly concerning and unethical situation during my engagement with their services.I scheduled an online Zoom therapy session with PATH Mental Health Company on 12-07-23 at 11:00am. Despite my punctuality, I experienced a no-show from the assigned therapist. I joined the Zoom meeting 10 minutes prior to the scheduled time and patiently waited for an additional 30 minutes after the session was supposed to commence. During this period, I attempted to contact PATH Mental Health Company via multiple phone calls, but unfortunately, none were answered.After persistently trying to reach them, I resorted to communicating via email. To my surprise, PATH Mental Health Company claimed that the therapist attended the session and claimed they have proof but in reality, they could not present said proof. This assertion is entirely false and contradicts the actual events. I have concrete evidence, including the lack of any interaction or acknowledgment during the scheduled time, to support my claim that the therapist did not attend the session.What adds to my concern is that upon researching PATH Mental Health Company's reputation on Yelp, I discovered numerous accounts of individuals sharing identical experiences. It appears that this company has a consistent pattern of falsely claiming therapists attended sessions when they did not, and subsequently imposing unwarranted missed appointment fees on clients.As a result, I find myself facing a $99 missed appointment fee for a session that never took place. This not only raises serious ethical questions but also suggests a potential scam or fraudulent activity on the part of PATH Mental Health Company.I kindly request that the Better Business Bureau investigate this matter thoroughly and take appropriate actions to address the deceptive practices employed by PATH Mental Health Company. Additionally, I hope that this complaint will contribute to safeguarding the well-being and financial interests of others who may fall victim to similar deceitful tactics.Thank you for your attention to this matter, and I look forward to a prompt and fair resolution.

  Business Response

  Date: 05/06/2024

  This pt reached out to us with regards to a no-show by her provider, The phone agent reached out to the therapist, who stated that she had tried to contact the pt twice

  What we did: We refunded the patient because the therapist did not follow Rula policy to make an attempt to reach the pt by phone and reached out to the pt to apologize for the experience and gather more information/feedback. We have submitted feedback for the agent they originally communicated with and the therapist has been termed.