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:12/29/2024

  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 signed up for an 18-session renewal package with Mindbloom. The information about the package clearly stated that the cost would be $198/month for 9 months. After my initial consult, in addition to the first $198 charge, I was charged an additional $319 (split into a $180 "Mindbloom injectable - one time" fee and a $139 "Dosing Personalization Fee"). None of the materials when I signed up for the package reflected this $319 fee. When I reached out to customer support, I was told that the $319 is an additional one-time charge for clients who chose injectable (rather than oral) medication and should have been disclosed to me during my initial consult with my clinician. The additional fee was not disclosed to me during my initial consult with the clinician, nor could I find any documentation about it on the website, or in the billing details of my account info. It seems wildly inappropriate to add nearly 20% in additional fees that are not documented in writing anywhere. It seems especially inappropriate because clients who choose injectable medication do not have access to the same audio recordings (guided meditations, etc.) as clients who chose oral medication - that also was not disclosed to me and so I am paying more in order to receive less guidance and resources - I have also brought that up with customer support and they were unable to remediate it.

  Business Response

  Date: 01/14/2025

  Hi ***, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing personal information, and we encourage anyone with questions or concerns to contact us directly through our *********** (**************************************************)

  Wed like to clarify that additional charges may apply when switching to different routes of administration to account for associated costs. However, we acknowledge that this should have been communicated more clearly during the onboarding process to prevent any misunderstandings. We regret any confusion caused and with respect to the concerns you've stated here, we believe our Support team has addressed them fully, but if you feel that is not the case, we would encourage you to reach out to us directly and confidentially to discuss further. You can contact us here: ********************************************************************************
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  Date:12/28/2024

  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.

  My issues with Mindbloom:- I wanted to participate.- Hidden/obfuscated necessary functions on website and app make managing billing, accounts, appointment managing, and cancellation very difficult.- Tried to resolve a billing issue in order to keep the products/services promised by Mindbloom. Mindbloom tech support Tahl was pretty rude and very inflexible. After texting with Tahl, I realized I had no choice but to cancel all products and services from Mindbloom. I have the ability to pay for the therapy as long as I can schedule the billing dates. Mindbloom wanted $360.00 due immediately on 12/27/2024. I could have paid on 01/03/2025, about 1 week from my 1st scheduled therapy session.- I have received no tracking numbers for the Bloombox or the ketamine to be shipped from a pharmacy in ****. As I have NOT received any tracking numbers or emails I will not pay any further charges as I was forced to cancel services/products (see explanation above). - After reading BBB complaints and reviews I am certain that this company will use deceptive advertising practices, malignant billing and reporting strategies, obfuscate service/subscription cancellations, provide no meaningful patient support, provide no meaningful customer support, provide no meaningful technical support. - I was promised a contact by **** in support chat that I would contacted via text on my smart phone to further resolve this issue. It is 12/28/2024 and no further contact by Mindbloom was made towards me. **** has since erased my customer support chat from *********************** chat agent/app chat and the conversation is no longer visible to me. - I am very afraid that this will be an long term on going issue as I will now have to document all interactions with Mindbloom moving forward, protect my credit/bank accounts from malicious billing practices, protect my credit rating, and the general grief with seeking resolution with this company as yet one more problem to constantly baby sit and monitor

  Business Response

  Date: 01/14/2025

  Hi ******,
  
  We appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individuals information, and we encourage anyone with questions or concerns to contact us directly through our *********** (*********************************************************************************.
  
  Mindblooms pricing is explained on our website at **********************************************, and our refund policy is outlined at ***************************************************************************************************************. Clients who are not medically eligible for treatment receive a full refund. Clients who are deemed medically eligible during their consultation, but choose not to continue before receiving any medication, are eligible for a full refund, minus the $99 cost of the consultation.
  
  Additionally, all billing details, including the payment schedule, are accessible through the client portal under the Billing section. The terms of use, including payment details, are also visible at checkout, ensuring clients know what to expect and when.
  
  While we strive to provide a straightforward and transparent billing experience, we are unable to customize billing schedules for individual clients. This helps us maintain consistency and fairness across all clients while ensuring that everyone is aware of the terms upfront.
  
  We understand that a member of our Support team has taken care of this and believe this matter has been resolved. If you have any additional questions, please feel free to contact us here: ********************************************************************************.
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  Date:12/08/2024

  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.

  Paid $99 dollars down 09/08/24 completed assessment and attempted to schedule live consultation. No appointments were available. After several messages with automated and entirely worthless "bloombot", and e-mails I finally got an appointment. The Consult ended with me not being a fit but I could do it if my doctor approved. No action was taken and they keep charging! I have been charged $458 dollars starting back in September and not been provided what I signed up for. billing should not happen until after you are approved for the program.

  Business Response

  Date: 12/19/2024

  Hi, *******. Thank you for reaching out to us. Generally, privacy rules limit what we can publicly discuss individuals' information, and we encourage anyone with questions or concerns to contact us directly at ************************************************************. However, because you accepted the privacy waiver here we can share some additional information.
  
  Mindbloom's pricing is explained on our website at ******************************************************* $99 initial payment covers the clinician consult and is refundable if found ineligible. If clients proceed, three monthly payments of $359 will begin 30 days after the $99 payment or consult, whichever comes first.
  
  Weve processed a full refund for your payment, which should appear in your account within 35 business days. If you have any additional questions or concerns, feel free to reach out to us anytime here: ********************************************************************************
  
  Wishing you the best,
  The Mindbloom Team

• Initial Complaint

  Date:11/27/2024

  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 writing to formally file a complaint against Mindbloom, a company I believe has engaged in unethical and deceptive billing practices. My experience involves unauthorized recurring charges for services I never agreed to or used, and I am seeking a resolution to this matter.Between July and September 2024, I was charged $359 on three separate occasions (July 24, August 24, and September 24), totaling $1,077. These charges were for a recurring membership model that I did not knowingly authorize.1.Lack of Consent:I was not made aware that I was being enrolled in a recurring payment plan. There was no explicit authorization, clear agreement, or notification provided by Mindbloom about these ************ Services Rendered:Despite these charges, I did not receive any services or attend any sessions tied to the membership fees. Mindbloom has not provided any evidence that services were rendered or utilized.3.Refund Denial and Poor Communication: When I discovered the charges, I contacted both Mindbloom and my credit card issuer to dispute them. Mindbloom failed to provide clear answers or documentation to justify the charges.4.Opaque Policies Mindblooms billing model appears intentionally complex and reliant on fine print that makes it difficult for clients to understand what they are signing up for. Their refund policies heavily penalize clients, even in cases where no services have been received.I am seeking the following actions from Mindbloom:1.A full refund of the three charges ($1,077) as they were unauthorized and no services were rendered.Mindblooms practices target individuals seeking mental health supportpeople who may already be vulnerable. Their approach to billing and refunds creates financial stress and undermines trust in their services. This behavior is not only unethical but potentially harmful to those who rely on their support.

  Business Response

  Date: 12/11/2024

  Hi *******, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individuals' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not yet started their program may be eligible for a partial refund, and can contact our support team at ********************************** or chat with us through the Mindbloom app or via the web at **************************.
  
  We understand that a member of our Support team has taken care of this so we believe this has been resolved. If you have any additional questions, please contact us at **********************************
  
  Wishing you all the best,
  The Mindbloom Team

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22611002
  
  I am rejecting this response:

   I must express that the terms and conditions related to the refund policy and the automatic payments that were extracted from my account were not disclosed at the time of the initial session or when I agreed to the $99 introductory pack. While I understand that this information may have been available on your website, it was not shared or acknowledged when I signed up, and there was no mention of being charged $349 three separate times over the course of three months.

  
  Although the details may have been printed on your website, simply including them in a location that was not highlighted or emphasized still constitutes a failure to properly disclose the terms at the time of the original agreement. This lack of transparency, I believe, constitutes a form of fraud, as the information should have been clearly presented in the original documents when I agreed to the initial charge of $99.
  
  For this reason, I still request that the remaining funds held by your company be refunded in full.
  
  I look forward to your prompt resolution of this matter.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/18/2025

  Hi *******, thank you for your feedback. Due to privacy rules, we cannot publicly discuss personal information and we encourage anyone with questions or concerns to contact us directly through our Help Center.

  In accordance with our refund policy, clients who are deemed medically eligible during their consultation, but choose not to continue before receiving any medication, are eligible for a full refund, minus the $99 cost of the consultation.
  
  Additionally, all billing details, including the payment schedule, are accessible through the client portal under the Billing section. The terms of use, including payment details, are also visible at checkout, ensuring clients know what to expect and when.
  
  Mindbloom's support team is available 24/7 and can help clients with any questions related to pricing. As always, you can contact us anytime here: ********************************************************************************.
  
  Wishing you the best,
  The Mindbloom Team

• Initial Complaint

  Date:11/02/2024

  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.

  I did an assessment with mind bloom and was stuck in the conditional approval as I needed to find out exactly when my out of state sitter would be with me during the duration of the 6 week program. I followed up the next time with the dates, but was ignored and then the time passed for me to be able to use the sitter. I also felt uneasy about the program as it began to feel like a money grab scam as they were not truly following up on patients. I reached out to support for a refund of the intro and to not move forward with the program anymore. Eventually after much delay I got a response that said I would get a refund and apologized for the experience. Today I get an email that I have another $359 charge from them. When I reached out via email (because they dont even have a number you can call) saying I needed the immediately refunded they just told me no worries Im enrolled in the program and Ill have 3 charges like that in addition to the original $99 that they had just previously said theyd renew. Now it seems they plan on sending me ketamine in the mail and charging me for this program I dont want to be a part of.

  Business Response

  Date: 11/10/2024

  Hi *****, due to privacy rules, we cannot publicly discuss personal information and we encourage anyone with questions or concerns to contact us directly through our *********** (**************************************************).

  We understand that delays can be frustrating, especially when it affects the continuity of treatment. We apologize that this happened and we will work to ensure this is addressed quickly. People who have not yet started their program may be eligible for a refund, and can contact our support team by chatting with us through the Mindbloom app or via our ***********.
  
  With respect to the concerns you've stated here, we believe our Support team has addressed them fully, but if you feel that is not the case, we would encourage you to reach out to us directly and confidentially to discuss further. You can contact us here: ********************************************************************************
  
  Wishing you the best,
  The Mindbloom Team 

• Initial Complaint

  Date:11/01/2024

  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.

  Mindbloom charged my card $359 fraudulently

  Business Response

  Date: 11/07/2024

  Hi ******, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing personal information, and we encourage anyone with questions or concerns to contact us directly through our *********** (**************************************************)

  Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not yet started their program may be eligible for a refund, and can contact our support team by chatting with us through the Mindbloom app or via our ***********.
  
  We understand that a member of our Support team has taken care of this so we believe this has been resolved. If you have any additional questions, please contact us at ************************************************************
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  Date:10/16/2024

  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.

  The "clinician" tried to make it look like I canceled the membership voluntarily, rather than being unceremoniously kicked off the platform. I was charged almost $600 for one month of "treatment", ($100 for the initial consultation, $359 for the first month, and an additional $134 for a 15 minute zoom meeting where the "clinician" was rude and dismissive of me, and "disqualified" me for taking only what was left of what I had been sent, having no idea when the next shipment would come) and that was largely about figuring out what dosage worked for me. The first two sessions were a misunderstanding about how to take the medication. The following two sessions, I felt almost nothing. For the third session, after feeling nothing, my "clinician" told me to break up the troches a bit to let them dissolve a little more in my mouth before I spit them out after seven minutes. With 600mg for both session 3 and session 4, I thought letting it dissolve more would be an adequate adjustment for session 4. Instead I was booted from the program, and never told when my next shipment was coming. When the shipment was sent, it was sent to the wrong address, despite multiple emails telling them to send it to a *** location and keep that location on file as my mailing address for anything that needs a signature confirmation. My "guide" was AWOL most of the time, which is ironic, because if I were to miss a zoom meeting, I'd risk being charged $150, but if my "guide" has gone off the rails, I get no compensation for the services I was denied. There was no system in place to provide a substitute guide or any other contingency plan, other than being overcharged and treated like c*** by an obtuse "clinician".In general, I feel that staff projected their own problems with communication onto me, rather than understanding that there can be a period of adjustment for a new patient. I was also given a $100 discount referral link, and that discount was never applied!

  Business Response

  Date: 10/21/2024

  Hi, ****. Thank you for reaching out to us. Due to privacy rules, were unable to publicly discuss personal information, but we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's refund policy is explained at ***************************************************************************************************************. People who have not been permitted to continue the program may be eligible for a partial refund, and can contact our support team at ********************************** or chat with us through the Mindbloom app or via the web at **************************.
  
  Regarding medication delivery, in general, the delivery of prescription medications is subject to both courier policies and regulations. While we strive to ensure timely deliveries, some delays or issues may occur that are outside our control.
  
  As for our guides, we understand the importance of feeling supported. Guides are available via text to assist, but for immediate help or additional support, our team is available 24/7 through chat at ************************** or via the app.
  
  If you have any additional questions, please contact us at **********************************
  
  Wishing you all the best,
  The Mindbloom Team

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22428447
  
  I am rejecting this response because:

  As per the "refund policy":  Clients are entitled to a refund if a "clinician" decides they are ineligible, yet their staff decided to charge me more because they apparently thought they were entitled to a gratuity for closing my account for my "safety".   These people are unprofessional, unscrupulous grifters, and I'm willing to bet they're not qualified to speak as a "clinician" or under any other quasi-medical nomenclature.  

  "For new clients:
  Full Refund
  You cancel 24+ hours before your initial consultation
  Your clinician determines that you are ineligible for treatment
  $99 charge
  You cancel within 24 hours of your initial consultation
  You cancel after your initial consultation but before the initial medication and Bloombox ship"
  
  
  "For returning clients who purchased a 6-session program
  Full Refund
  You cancel 24+ hours before your initial consultation
  Your clinician determines that you are ineligible for treatment"

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 11/03/2024

  Hi ****, out of respect for confidentiality and privacy regulations, we always prefer to discuss any concerns or customer service issues directly, through our *********** and Support team.
  
  Our refund policy sets out the circumstances under which clients may receive complete or partial refunds. The categories of refund eligibility are based on costs we incur on our end in providing service -- including availability of clinicians, product costs, and shipping expenses. For clients or prospective clients who do not wish to proceed with a program, we encourage them to let us know as soon as possible, before we've incurred non-refundable expenses, so they are eligible for the maximum possible refund.
  
  If this response or our Support team has not resolved your concern, we would encourage you to reach out to us directly and confidentially to discuss further. You can contact us here: ********************************************************************************
  
  Wishing you the best,
  The Mindbloom Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22428447
  
  I am rejecting this response because:  I have reached out to support, and they have told me they kicked me out of their program for my own safety.  Mindbloom tried to fraudulently claim that I quit the program, when in fact, I was kicked out by a clinician who had decided I was unfit.  According to their refund policy, I am entitled to a refund.  On top of that, the app misled me to set up an appointment with a clinician that was not needed, which annoyed the clinician, which was part of what led to them kicking me out of the program.  Their app has glitches, their "guides" are AWOL, their staff are grifters and liars.  I was contacted by a "strategy officer" who refused to communicate with me in writing.  That is about it.  I definitely reject their dubious claims about their own inability to read and apply their own refund policy.   I was kicked out of their program because their clinician was cranky, and their staff in general are liars.  The clinician tried to make it look like I voluntarily cancelled rather than being "disqualified", and I have screenshots of this communication.  I can only imagine how many other people they have taken for hundreds of dollars this way.  What they do is very much like a bait and switch.  
  
  Sincerely,
  
  Arvo Zylo

  Business Response

  Date: 11/25/2024

  Hi Arvo,

  Clients who are not eligible to continue the program may qualify for a partial refund. We prioritize protecting client confidentiality and privacy, which is why we handle all concerns or customer service issues directly through our *********** and Support team. If you feel your concern hasnt been fully addressed, we invite you to reach out to us directly for further assistance. Our *********** is available here: ********************************************************************************.

  Wishing you the best,

  The Mindbloom Team

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22428447
  
  I am rejecting this response because: As I have already stated and provided screenshots to support my statement, the refund policy shown does not reflect what this person is claiming.  I have already reached out to support, and they claimed that I was charged extra because they disqualified me from the app and the service.  They are trying to charge me a fee for discriminating against me based on arbitrary claims that, again, as I have stated, were stemming from their app malfunctioning and my contact being AWOL for a week.  My 20 year old "clinician" was peeved that I contacted them after being prompted to repeatedly by the app, and so they tried to make it look like I canceled voluntarily, when in fact they "disqualified" me and still tried to charge me for it, despite their refund policy clearly stating that I am entitled to a refund if it is determined early on that I am unfit.  Instead of being given a refund, I was charged extra.  I have no interest in speaking to support because I have only had dippy, half-baked responses up to this point.  They clearly think they can just make stuff up as they go along.  I have contacted the attorney general in my state, hopefully someone who is competent can handle it from there.  

  
  Sincerely,
  
  Arvo Zylo

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service 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 have been charged several times by the company Mindbloom for service and treatment I have not received and did not sign up for. I have also received no documentation or confirmation from them that I ever signed up for an account. I do not have an account on their website so I am unable to cancel my account. Their customer service chat agent gave my a number to text. I texted it and nobody responded, so I called it and it turned out to be for a totally different medical product. They ignored me when I asked about the issue and instead tried to give me a sales pitch for a medical alert bracelet, then hung up on me when I tried to ask about the charges. Their customer service chat is also now ignoring my requests as well, and the phone number listed on the BBB page is "busy" every time I've tried to call it. I was charged $99 on 7/23, $359 on 8/23 and $359 on 9/23. It looks like they intend to charge another $359 on 10/23. Again, I did not agree to this service, have received no treatment, medication or any service of any kind from Mindbloom, not any communication or confirmation indicating I have an active account with them, I cannot access their website with my email address, because I do not have an account, and their customer service phone number is a sales center for medical alert products, their regular number isn't answered and their online customer service chat is stonewalling me. I would like a full refund, confirmation there will be no further charges, and, if possible, action to be taken against the company for charging me with my having an account with them, and then making it difficult to contact them to resolve the issue.

  Business Response

  Date: 10/28/2024

  Hi ******, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing personal information, and we encourage anyone with questions or concerns to contact us directly through our ***********.
  
  Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not yet started their program may be eligible for a full refund, and can contact our support team or chat with us through the Mindbloom app or via the web at **************************.
  
  Regarding the number used by our engagement team, please note that it is a dedicated SMS-only line and isnt able to accept voice calls. This number also doesnt offer sales for outside products or services. It is exclusively for Mindbloom-related inquiries and doesnt provide any services outside of our own programs. We recommend that clients contact us directly using the contact numbers and support channels listed on our *********** (**************************************************) This ensures youre always connected with the Mindbloom support team.
  
  We understand that a member of our Support team has taken care of this and that your request has been resolved. If you have any additional questions, please dont hesitate to contact us through our ***********.
  
  Wishing you the best,
  The Mindbloom Team

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22427093
  
  I am rejecting this response because: The comment made about their help line not being a sales line for other products is not true. Maybe the *** is solely dedicated to Mindbloom, but calling the number connected me to a sales pitch for other, unrelated medical products. Just call the number. ************.

  Also, they keep repeating their pricing policy to me, but I didn't agree to sign up for anything. It seems like they've made their website intentionally deceptive so you have to enter a credit card number in order to see what the pricing is in the first place, and in the process of doing so, it seems possible to accidentally sign up for service, though that was never my intention. They also continued to charge me even though I never confirmed my email address with them or received any communications from the company and also never received any service or any indication that service would be provided. 

  Ultimately, the company did refund the money but because of the tone of their response I wanted to highlight their deceptive and dishonest comments and practices before accepting their response.

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

  Business Response

  Date: 11/10/2024

  Hi ******,

  It sounds like you may have dialed a wrong number our number ends in 8844 rather than 9844. Once again, our SMS Customer Support line is at ************ and doesnt offer sales for outside products or services, only support for Mindbloom services. If you text that number, you'll get prompt customer support for **********************. If you call that number (which we don't recommend as a text-only line) you will only get an automated message informing you that it is a text support line. We have no knowledge or affiliation with the number you report calling.
  
  If you have further questions, feel free to contact us here: ********************************************************************************
  
  Wishing you the best,
  The Mindbloom Team

  Customer Answer

  Date: 11/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by ********* in reference to complaint ID ********, and find that this response is the best they're going to do.
  
  

• Initial Complaint

  Date:10/05/2024

  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.

  In September 2024, I was notified by my credit card about a pending charge from this company. I immediately emailed them to request a refund. In response, they sent instructions on how to cancel their services. I replied, explaining that I had never signed up for their services nor authorized any charges to my credit card. After waiting for the refund without receiving any response, I followed up with another email asking for my funds to be returned and requested any documentation showing that I had agreed to these services. Instead of resolving the issue, they responded by charging an additional $359.00 to my credit card. It seems they believe they can continue charging me for services I never requested. It's completely outrageous.

  Business Response

  Date: 10/14/2024

  Hi *****, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individuals' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  Mindbloom's pricing is explained on our website at **********************************************, and our refund policy is explained at ***************************************************************************************************************. People who have not yet started their program may be eligible for a full refund, and can contact our support team at ********************************** or chat with us through the Mindbloom app or via the web at **************************.
  
  We understand that a member of our Support team has taken care of this so we believe this has been resolved. If you have any additional questions, please contact us at **********************************
  
  Wishing you all the best,
  The Mindbloom Team

• Initial Complaint

  Date:10/03/2024

  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 purchased to have ketamine therapy for depression. I purchased it 9/27/2024. The medication was said to be sent but fedx keeps changing the delivery date. I spoke with the company. They said they would straighten it out. I would receive medication today but fedx cancelled again. I dont want to work with them anymore. The 359$ is for medication and the first treatment session.

  Business Response

  Date: 10/16/2024

  Hi ****, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individuals information, and we encourage anyone with questions or concerns to contact us directly at ************************************************************.
  
  In general, the delivery of prescription medications is subject to both courier policies and regulations. While we strive to ensure timely deliveries, some delays or issues may occur that are outside our control. In this case, it appears that delivery issues contributed to the delay in receiving your medication, despite multiple attempts. We regret that this affected your experience.
  
  We see that our support team has taken care of this so we believe this has been resolved. If you have any additional questions, please contact us at ************************************************************.
  
  Wishing you the best,
  The Mindbloom Team