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:08/07/2024

  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.

  Friday, July 5, 2024, I reached out to SonderMind informing them about being overcharged $11.38 for therapy sessions on the dates 2/28/24, 3/6/24, 3/27/24, 4/10/24, 5/1/24, 5/31/24. My copay was $11.37 after insurance, and SonderMind charged me $22.75 for each of the sessions. Then, on July 7th, 2024 I was charged $56.85 for my July 2nd, 2024 session, my insurance copay was only $11.37 again, overcharged $47.48. In total, I have been overcharged $115.76.I was responded to on July 11th, 2024 stating I would be routed over to the appropriate team to process the refunds for 2/28/24, 3/6/24, 3/27/24, 4/10/24, 5/1/24, 5/31/24 sessions. I was told it would take 7 business days to process this. It is now August 8th, 2024 19 business days passed the promise and I have not received a refund of my overcharged amounts.For the July 2nd, 2024 session, I was told (on July 11th, 2024 email) I needed to wait for my Explanation of Benefits to be received. My insurance processed this on July 5th, 2024 stating my copay is only $11.37, yet I was billed on July 7th for $56.85 from SonderMind. I reached out on July 5th, 2024 case number ********, July 10th, 2024 case number ********, and July 29th, 2024 case number ********. My first time on July 5th was to ask about the overcharges. July 10th and July 29th were follow-ups because SonderMind states a response will follow within ***** business hours. The only response was the July 11th, 2024 email from SonderMind and, most recently, on August 1 2024 with a blanket statement about Healthcare Billing Delays from earlier this year. Based on these communications SonderMind has failed to refund me my $115.76 of overcharges and will not communicate what is happening in the process by not responding to my follow-up questions through their Contact Us page since no phone calls are accepted to resolve an urgent billing matter.

  Customer Answer

  Date: 08/13/2024

   

   

  I was not sure how to sign the form online as it was stated, but I did print and sign and I will attach it to this email as well. Thank you for your help with this.

   

  All the best, 

  ******

  

  Business Response

  Date: 08/15/2024

  Refunds were processed and the client was notified.

  Customer Answer

  Date: 08/26/2024

  
  
  Hello!
  
  My response to the business would be to "accept their response and the actions taken" 
  
  
  Thank you for your help throughout this process.
  
  All the best,
  ******
  

  
  

• Initial Complaint

  Date:08/04/2024

  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.

  On July 28, 2024, I was charged with $130.95 for a session from Feb 2023. All my sessions were covered by insurance, the only other charge I paid for $85 was for not attending one session, as seen on the evidence this one was paid immediately. All remaining sessions were pid by insurance. I've tried contacting the merchant to stop this charge in 3 different opportunities, nothing, no answer. There is no reason why I should be charged 5 months later after my last appointment when the totality of my sessions were paid by my insurance provider.

  

  Business Response

  Date: 08/14/2024

  This claim was processed incorrectly by our billing partner. We notified the client that we have resubmitted the claim and refunded them.

  
  

• Initial Complaint

  Date:08/02/2024

  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 get EPA benefits from my employer, they provide 10 free session that they pay in full without touching my insurance benefits. I have an authorization, signed up with Sondermind and gave them the auth number for billing. They made me add an additional payment method just to use the service, so I added my HSA card even though I would not need it. I had 5 visits, they have billed 4 so far to my insurance, which they paid and have confirmed. Sondermind was already paid by my insurance; however, they are billing my HSA card. So far, 2 of the visits total $234 has been removed from my HSA and they are continuing to try and remove the rest but they have now drained my HSA card with the Double Billing. ***** has tried repeated to reach out for a resolution. I just got an email from Sondermind telling me I can set up a payment plan...but I don't owe them any money, they now owe me. They are still bouncing payments from my HSA

  Customer Answer

  Date: 08/09/2024

  
  
  Hello 
  
  I have enclosed my signed HIPAA form.  If there is any issue with the transmission or you have any questions, please feel free to contact me.
  
  Thank you
  

  
  

  

  Business Response

  Date: 08/14/2024

  The clients claims were submitted to insurance by the provider, not to the clients EAP. We have expedited the claim resubmission to our billing team. Our team refunded and notified the client.

• Initial Complaint

  Date:08/01/2024

  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.

  Begging Sondermind to file my claims. ***** I think 12/6/23 to file claims from 7/4/23 to present. Agent on phone promised to fix oversight & file all claims. Started to get anxious & began to document when I called them 3/4/24. Again agent promised to file all claims from 7/23-3/24. Waited a month. Nothing. Just kept charging cash price and not filing any claims.4/10/24 went to website and scoured it for phone number. Gone! Used the Contact Us button for 1st time. Emailed them many, many times. Begged S'mind to file claims or give me a superbill so I can file myself. S'mind replies with promises or excuses. No claims filed. Used my 3rd party, Included Health, a liason between the client and insurance company. Included Health contacted S'mind several times. S'mind refused to provide superbill & instead emailed me receipt which is already available on website. When I told S'mind looking into legal means to force them to file claims they finally filed some of the claims. But they didnt even file all the claims they promised to do. They omitted 4 of the ones they said they would do. BUT that doesnt include all the claims back to July anyways that they should have filed. S'mind withdrew money 4 times from my Optum HAS without making a record of it in their receipts.It's 8/1/24. It probably is too late now to file those claims from July 2023. Many insurance companies do have a 1-year limit to file a claim. But whose fault is that the claims are not filed? Mine? Since I have been begging Sondermind since December to do the work they are contracted to do? S'mind has a deliberate plan to wear people like me out and just expect us to give up and go away. S'mind suddenly sends ridiculous non-apology email today?! S'mind gets the gold medal for too little, too late! They have also failed to file my husband's claims. That is another story but this thing won't give me enough characters to write it! Please let me tell whole story

  

  Business Response

  Date: 08/22/2024

  We notified the client in July of 2023 that insurance was showing inactive. The client then uploaded new insurance and asked for several dates to be resubmitted to them in March 2024. We sent a request to our billing team who resubmitted all dates of service aside from four that could not be submitted due to timely filing limits. We notified the client who requested a superbill to resubmit herself, however we do not have a superbill to provide, and instead sent an invoice to the client on 5/14/2024. They have not contacted SonderMind since 5/14/2024.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22078827
  
  I am rejecting this response because: Their reply is utterly inadequate while they refuse to take responsibility for their failures in professionalism.  It doesn't even begin to address all the time, money and distress that Sondermind has caused me.  I have just written and attached a reasonably detailed Word doc explaining.  I have spent more than an hour just today composing this reply.  Sondermind has cost me hours and hours of valuable time with phone calls, emails, and tabulating and cross-checking data.....to include referencing my HSA, my insurance company, my independent 3rd party (Included Health) and finally the Better Business Bureau.  Besides, I still have to begin the complaint about my husband's account with this company and their failures with his claims.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/06/2024

  As a one time courtesy, we are able to write off the remaining 4 claims. Someone from our **************** team should be in contact with you shortly.

  Customer Answer

  Date: 09/19/2024

  Please don't close my file!!  I resent having to act on their time schedule when they have waited more than a year to file the claims they were legally obliged to file!  
  1.  They only promised to return some of the money.  They haven't actually returned any of it the last time I checked.  They have promised me MANY times there were going to do something and then they failed to follow thru. 
  2.  I didn't want to act until they returned that portion of the money .....before I say "No, I am not satisfied."  I want my complaint to be public on your website.  I want people to know what this company did.  They have still not accepted any responsibility for the time and frustration they have caused me.  AND they still haven't filed all the claims they were obliged to file.  
  3.  Finally, I know what they have done to my husband's case but I just haven't got the time and emotional energy to even file that complaint.  They are crooks!  And there are other families out there who haven't had the time and resources I have to call them out on their lack of accountability and professionalism.  
  
  Please don't close this account. 
  
  Thank you, ***** *******
  

  
  

  

  Business Response

  Date: 09/20/2024

  The client was notified in July of 2023 that her insurance was uploaded incorrectly. She then asked in March of 2024 to resubmit to her insurance, but due to timely filing limits, some of the claims were not eligible. We do not have record of any communications between the client and SonderMind from July 2023 to March 2024. However, we were able to write off 4 claims as a courtesy. On 9/6, we communicated to the client that we were submitting the write off and that it would take 7-14 business days. As of today 9/20, the write off is complete and it will be reflected in the clients bank account within ***** business days (depending on their bank). The client will receive an email from our team with the details shortly as well.

  Customer Answer

  Date: 10/02/2024

  
  Hello *******,
  I got an auto-email yesterday about my complaint.
  
  The company just refunded the money they said they would.  Whatever you do, however, do NOT indicate that I am at all satisfied with their actions.
  
  They lie.  They say I contacted them in March and that's why they couldn't file earlier claims.  This is a LIE.  I have the emails to prove that I contacted them for the first time in the first week of December.  
  
  They have actually taken responsibility for their failure to file my claims.  They act like they are doing me some big favor and that I was somehow to blame for their failure to file my claims.  They have never apologized for the hours I have spent pursuing these claims.  
  
  I realize that they are not going to do anything more at this point.  BUT PLEASE PLEASE PLEASE make my story public.  I want it on your website the details of how this company has shirked their responsibility and tried to blame it one me.  I HAVE THE EMAILS to prove they are lying.  
  
  To be perfectly clear: I reject their paltry offer of resolution.  
  
  Thanks very much to the BBB for being here.....I want everyone to know what Sondermind can be like if they are looking for a provider.  
  
  Thank you ******* for your help in this case.  
  

  
  

• Initial Complaint

  Date:07/31/2024

  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 was seeing a counselor via Sonderminds online video chat platform. I had an appointment scheduled on June 19th 2024. I logged into my online account and entered the session video chat on time. After about 10 minutes of waiting for my therapist to log into the chat, I received a text message from the therapist stating that he was waiting for me. I text back informing him that I was already logged in but received no response back. I logged out and logged back in and it showed that the session was still waiting for the therapist to join. The therapist texted me again to which I responded immediately as well. This went on for 30 minutes. I finally gave up and send the therapist a message on SonderMind. We were both baffled that we could not reach each other via more than one technological platform(phone text and Sondermind)Within 2 days I received an email from SonderMind that I would be charged $85 to my credit card Mind you, my insurance had been paying for my sessions in full each time. I attempted to stop the transaction by reaching out to SonderMind via email. I was informed that the charge was for a no show for my appointment. I was still charged $85. I have disputed the charge via email by providing proof that I was there, logged in for my appointment on time by providing screen shots of me on the SonderMind platform waiting for the therapist. The screen shots showed the date and time. The response that I received from SonderMind was that my dispute was sent for further review and would take ***** business days. They were responsive at first until after the timeframe they gave me. I have sent multiple emails since with no response at all. This is not the first time this has happened, I gave up last time after not being able to reach someone via telephone. I just want a refund and for SonderMind to be accountable for their failed video platform and that they stop taking advantage of people who are already struggling, hence the need for counseling or therapy

  

  Business Response

  Date: 08/14/2024

  We have waived the fee for this client as a one-time courtesy.

  Customer Answer

  Date: 08/15/2024

   
  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:07/28/2024

  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.

  They have overcharged me 2x for the same appointment in April! I had an appointment was overcharged- after finally getting someone to help me, I was refunded - I was charged again today for the same appointment!

  Customer Answer

  Date: 08/09/2024

  attached

  

  Business Response

  Date: 08/14/2024

  The client was charged an additional fee for date of service 4/11/2024 due to insurance processing as OON in error twice. We have refunded the client and notified them.

• Initial Complaint

  Date:07/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a client on your platform for over 3 years. I've been matched with an amazing therapist with whom I've built a rapport over that time. Until this spring, I've had few to no issues with your platform. Whatever changed around March with your billing practices has put me and I'm sure many other patients in an unreasonable position where you're trying to bill us for 5 months of sessions in just one. You advised I ask for a payment plan, which I did with all details included. To date, I've received no meaningful response to resolve my problem, but you've also continued to withdraw money from my account almost every 5 days. Over the next 5 days, you have 3 more payments scheduled to come out of my account. This is beyond unethical; it's dangerous in that you are putting patients at risk of not continuing needed therapy because they can't afford it. What should be billed at $90/month for biweekly sessions billed through insurance, you're about to bill me over $400 in one month because you've had claim issues. Do not pass those on to the patients. Please have someone respond to the multiple emails, tickets, and messages I have left or I will pursue all legal options available, as well as discontinue use of this platform and recommend all others I know to leave it as well.

  

  Business Response

  Date: 08/14/2024

  CHC, the nations largest healthcare payment processing company, experienced a nationwide outage, which impacted our ability to process claims with insurance companies. Due to this, we have seen a higher than normal increase in volume causing delayed response. This will also cause charges to generate for sessions months prior as insurance works to catch up. Our team is working dilligently to address all tickets in a timely manner. We apologize for the inconvenience this has caused.
  
  This client requested a payment plan on July 1, and we provided the payment plan details to the client on July 4. On July 23, the payment plan was set up, and we confirmed with the client on 7/24. These charges are valid and automatically spaced out for clients to avoid financial hardship

  Customer Answer

  Date: 08/14/2024

   
  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:07/19/2024

  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.

  In March 2024, I began visiting with a therapist from SonderMind. I have had roughly four sessions. The therapist had been wonderful to work with. My problem is billing. I have sent 3 different emails to the billing department. My insurance has tried to reach them with negative results also. I keep getting a return email that I would get a response within ***** hours; however, I have not been contacted. My insurance company indicated the services were covered, but the procedure and diagnosis code were incorrect. They tried calling SonderMind while I was on the phone. Still no answer. I finally reached a person today and was advised that the person could not help me and he would elevate to a supervisor, who would respond to me within 24 to 48 hours. I am really disappointed that no one from the company has reached out to me.

  

  Business Response

  Date: 08/07/2024

  The client uploaded their insurance incorrectly upon sign up, causing them to be matched with a provider not credentialed. We cannot submit these claims to insurance. However, we will waive these claims as a one-time courtesy to the client, and offer a rematch to a provider who does take their insurance.

• Initial Complaint

  Date:07/19/2024

  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.

  I had 2 sessions with my provider on 4/2/24 and 4/15/24 which SonderMind never billed me for. I paid my insurance directly for these claims via InstaMed in mid June 2024. Sondermind then emailed me that they would be charging me for these two sessions ($117 each). I confirmed with InstaMed that they sent my payments to SonderMind and SonderMind needed to accept the payments. I provided InstaMeds documentation proving they sent the payments over to SonderMind on 7/5 and then was charged on 7/8 for my 4/2 session ($117). SonderMind said on 7/10/24 that they are reviewing the documentation, however I have not heard back from them and nor have they returned InstaMeds attempts to contact them. Sondermind is scheduled to bill me for my 4/15 session on 8/12. It does not appear Sondermind plans to refund me for sessions I have already paid for. They do not have a general contact number or billing department number. The only way to reach out is via email. I do not know how to get in contact with them.

  

  Business Response

  Date: 08/01/2024

  Thank you for bringing this to our attention. We expedited this to our billing team and the client was refunded.

  Customer Answer

  Date: 08/05/2024

  I am writing in response to complaint ID #********. I wanted to let you know that I heard from SonderMind last night and they informed me that they are refunding the $117 charge and have cancelled the upcoming $117 charge. Can we keep the complaint open until I receive the refund, however? 

   

  I really appreciate the BBB stepping in to get this resolved. 

• Initial Complaint

  Date:07/18/2024

  Type:Order 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.

  Company is refusing to acknowledge multiple requests to remove my information from their system. This has the potential to negatively impact my business as I am no longer affiliated with this company, have not taken any referrals from this company, and am not seeing clients through this company. Nevertheless, they refuse to remove me from their list of service providers.

  

  Business Response

  Date: 07/19/2024

  Thank you for bringing this to our attention. We have expedited this and will be terminating the contract per their request.

  Customer Answer

  Date: 07/23/2024

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