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:04/22/2024

  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.

  Ive been suffering from med-resistant depression and anxiety for decades and saw Mindblooms ads and had a little bit of hope for the first time in forever. I signed up for their services and had the initial consultation. The PA I spoke to asked for my psychiatrist to sign off on the treatment, but she refused to over her own concerns. Annoying, but fair enough. I told Mindbloom to cancel my in-home ketamine therapy; they said sure, no problem, but our payment processor is not designed to stop the three scheduled payments of $300 each, sorry. I noted that I would not even be receiving any services at all from Mindbloom, let alone their drugs and professional help, but was met with silence following their statement that they would still be taking my money out of my checking account.

  Business Response

  Date: 04/30/2024

  Hi ********, thank you for flagging this concern -- we're really sorry to see your frustration. Privacy rules generally prevent us from speaking publicly about any individuals' health information, and we recommend that anyone with questions contact our Support team at **********************************. However, because you accepted the privacy waiver here we can share some information.
  
  Upon review of your records, it appears that you were conditionally approved for treatment but that your clinician requested a medical clearance form. We did not receive either that form or a request to cancel your program through **********************************. Nonetheless, we have processed the cancellation of your program. We also cancelled all future invoices related to this purchase so that you won't receive any further charges from us.
  
  We have contacted you via email and understand that this complaint has been resolved. We wish you all the best.
  
  The Mindbloom Team

• Initial Complaint

  Date:03/29/2024

  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 the initial consultation and mind bloom box for $99. I was under the impression, due to their deceptive website that this fee was part of the medicine. This fee was just to be consulted. After the consultation was about to end they brought up the pricing and even said how most people dont understand the prices on the website. I told them no I didnt know it would be over $1,000 I thought it was $99. I let them know I dont know if I can afford that and asked if they have payment plans and I need to think about it. They said someone with billling will contact with more details. The next day I get an email saying my medicine will be shipped and I had to go into the website to cancel it! I didnt agree to have this shipped to me! If I didnt check my email they would have just sent this expensive medicine using my credit card on file. This is deceptive and wrong to take advantage of people with depression and anxiety. Im pretty sure its also against some pharmaceutical laws to just ship someone ketamine without fully agreeing. They said they wont refund my money for the initial consultation even though the website says if not eligible, $99 will be refunded, and I got notifications from an agent and after taking the survey Id get a refund? So even being told Id be getting a refund was a total lie. Very deceptive. I thought maybe Id come back when I have more money but how theyre just trying to make money off me and take advantage of me is gross. Beware I would never give this company my credit card number again and even changing it because I dont trust them

  Business Response

  Date: 04/11/2024

  Hi *****, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' 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 *********************************************************************************************************************;
  
  We understand that you have been in touch with our Support team and your concern has been resolved. If you have any additional questions, please contact us at **********************************
  
  Wishing you the best,

  The Mindbloom Team

• Initial Complaint

  Date:03/16/2024

  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.

  O signed up for ketamine therapy but was told I needed medical clearance bf I could proceed. I never got mdical clearance. They are billing me over $300 every month for drugs I've never been prescribed and for therapy I've never received. They have no phone number just email so I'm helpless.

  Business Response

  Date: 03/17/2024

  Hi *****, thank you for flagging this concern -- we're really sorry to see your frustration. Privacy rules generally prevent us from speaking publicly about any individuals' health information, and we recommend that anyone with questions contact our Support team at **********************************. However, because you accepted the privacy waiver here we can share some information.
  
  We have reviewed your account, and found that you are approved for treatment pending a medical clearance. We are waiting for this clearance and we have not received any request for cancelation which is why the billing process proceeded as normal. Our Support team will follow up shortly regarding next steps, and we wish you all the best.
  
  -The Mindbloom Team

• Initial Complaint

  Date:03/15/2024

  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 ****ed up for Mindbloom on 3/9 bc ketamine treatments were recommended to me for depression. However, in my first video session on 3/13, my clinician raised concerns over my intraocular pressure (due to a possible DX of glaucoma). He required that I visit an eye doctor to have my eye pressure read, and that that doctor **** a release for treatment. He also strongly suggested that I schedule an appt with a therapist skilled in IFS and EMDR, and, although I have a current therapist and communicated this to him, he recommended a different therapist. He also as****ed a book for me to purchase/read, as well as suggested that I have a cardiac ultrasound and a sleep study due to possible sleep apnea. In this video consult, the clinician told me other providers would already have approved me. He then scheduled a second video consult to potentially clear me a month out. After considering the medical red flag, the additional monetary requirements, the additional time requirement involved in visiting at least two doctors (one to pick up eye records and one to read my eye pressure), as well as the delay in *potential, not guaranteed* treatment to a less convenient time of the year (bc now we're talking about seven weeks out to 1st treatment), I decided MB is not a fit for me. I attempted to cancel the next clinician appointment at approx 2am today, but received an error message. I then contacted support (as directed) explaining the above and asking for the refund as stated on the MB site and was directed to contact them again from the email I set up the account with. I then contacted them from that email and received an email that the clinician would contact me. I could see earlier today that they cancelled the appointment, but as of now I have received no response from the clinician about the refund or from support staff. I would like a full refund as stated on their site due to the medical flag, and for my card to not be charged again.

  Business Response

  Date: 03/18/2024

  Hi *****, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************. However, because you provided a HIPAA authorization, we are happy to address your concerns here.
  
  Upon review of your records, it appears that you were conditionally approved for treatment but that your clinician requested a medical clearance form. We did not receive either that form or a request to cancel your program through **********************************. Nonetheless,  we have reached out to your clinician to update your program status accordingly.
  
  We have also processed a refund of $286 on March 16 according to our policy (***********************************************************************************************************************). You can expect to see the refund in your account within the next 3-5 business days. We'll also cancel all future invoices related to this purchase so that you won't receive any further charges from us.
  
  Wishing you the best,
  The Mindbloom Team

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21440898
  
  I am rejecting this response because:

  I AM satisfied with the action taken in response (cancellation of future service as well as refund). However,  I am most definitively not satisfied with the written answer from MindBloom given that I attached four emails to this BBB complaint. These show the support@mindbloom email address and email responses from **** and *****. These emails specifically asked for cancellation of appointmeant and service as well as a refund. I do not appreciate the the corporate gas lighting from a mental health provider AT ALL.

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

• Initial Complaint

  Date:03/14/2024

  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 mindbloom program after immense grief from losing my mother and 14+ years of mental health treatment and diagnosis with chronic illness. Desperate for relief of my depression and anxiety I bought the product which was placebo. I wasted over $1000 between medication and the program which I saw zero improvement from over the course of a few months and it is SHAMEFUL for a company to try and profit off of deteriorating grief and mental anguish with a product that does not work. I put mystery substance into my body and have not felt right since.

  Business Response

  Date: 03/18/2024

  Hi ********, we appreciate you reaching out to us. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************. However, because you provided a HIPAA authorization, we are happy to address your concerns here.
  
  We understand that it can be frustrating to not see improvements in symptoms. While the majority of Mindbloom clients see improvements, like any medical treatment we cannot guarantee a specific result. However, we see that you previously reached out back in November about dose adjustment/experience and we arranged for a medical check in Wednesday, November 22, 2023 at 12:00pm Eastern Time that you were not able to attend. We see that you still have two sessions left and we would be happy to arrange for Clinician and Guide Check-Ins so you can maximize the experience to help you. Unfortunately, as per our refund policy (***********************************************************************************************************************) we are unable to offer a refund at this time as you have received all of your medications.
  
  Kindly contact us directly at ********************************** on how you would like to move forward.

   

  Wishing you the best,

  The Mindbloom Team

• Initial Complaint

  Date:03/10/2024

  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.

  Within hours I had created an account and scheduled an initial appointment. Then, I realized that due to my health - I am not a candidate for such therapy. I, immediately, requested via email and chat - a full refund and to terminate my account, appointment etc. I was unable to cancel the account or the initial appointment online - which seems deceptive to me - since, I was able to open an account and make an appointment that was less than 24 hours in the future. I am requesting a full refund since I am contacting the company within a very short period of time from initiating this. Again I am not physically well enough to qualify for this type of treatment.

  Customer Answer

  Date: 03/10/2024

  The company contacted me and refunded me. I am pleased with the outcome and the rapid response. 

  Business Response

  Date: 03/18/2024

  Hi ****, we appreciate you reaching out to us. Privacy rules prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.
  
  As we do not see that you accepted our privacy waiver, please reach out to us directly so we can address your concerns.
  
  Wishing you the best,
  The Mindbloom Team

  Customer Answer

  Date: 03/18/2024

   
  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:03/05/2024

  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.

  Requested a refund because the medication they prescribed doesn't work. I'm unable to get a refund since I am in possession of the medication and their policy is once you have the medication, no refunds are given. You pay for 6 sessions and are supposed to have experiences during these sessions. I have not to have an expereince and was having experiences and great improvement from a similar organization called Nue Life. Mindbloom is unwilling to entertain a refund of any kind or any accountability for this medication not working for me. I'm very disappointed because I spent my entire FSA on this treatment program for it to not yield any results/improvement in my anixety, depression, or PTSD.

  Business Response

  Date: 03/16/2024

  Hi, we are sorry to see  your frustration. Privacy rules generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at **********************************.

  We have sent you an email via ********************************** that addresses your request for refund on March 13th.

• Initial Complaint

  Date:03/03/2024

  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.

  Very suspicious 'referral' company, advertising a product to help depression and mental illness. However, before you are able to verify a medical license number AND their controlled substance number, they want $400 up front. I have tried the website, and email, and am not receiving an answer to confirm that they connect you to a licensed medical doctor who can prescribe medication. In reading review after review, this company Mindbloom, is a complete scam. You never get an appointment with a licensed medical doctor, nor do you receive your medicine. And they don't refund your money - they collect another $400 or more up front.Please shut this business down. They are dealing with people's mental health and their LIVES are at stake. I am making a complaint to the Feds tomorrow as I am in law enforcement.

  Business Response

  Date: 03/16/2024

  Hi *******,

  Mindbloom works with licensed psychiatric clinicians across 36 states to provide treatment for depression and anxiety. Prospective clients can schedule an initial consultation with a clinician by filling out the initial questionnaire at mindbloom.com, creating an account, and scheduling an appointment. If, at the initial consultation, the clinician determines that the person is not a good fit for this treatment, they can receive a full refund according to the policy on our website ***********************************************************************************************************************.

  We have contacted you via email on March 7 and understand that this complaint has been resolved. We wish you all the best.

  The Mindbloom Team

• Initial Complaint

  Date:03/02/2024

  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 enrolled in Mindbloom even though it was more expensive than other telehealth programs because their online material states explicitly that they don't offer microdosing services, but instead provide doses that facilitate a dissociative/psychedelic experience, which is what current research best supports for treatment-resistant depression. It turns out that Mindbloom uses a dosing protocol that is unlike anything being offered in in-person clinics. In my 6 sessions, I felt absolutely nothing 4 of the times. 2 times I felt a brief dissociative state, but I learned later that it was nowhere near the target experience for KAT. Mindbloom kept telling me that I might just have unique physiology and not be responsive to ketamine. I was also repeatedly told that even if I don't feel anything, the medicine is working. I've never disagreed that *something* might have been happening even if I couldn't feel it, but I reiterated that I wasn't coming to Mindbloom for microdosing. I asked if I could receive more medicine once they figured out the right dose for me so that I could have 6 actual treatment sessions of experiencing the goal effects/dose, but I was told no. Also, 4 of the tablets I received from Mindbloom were disintegrated upon arrival - seems like a sketchy pharmacy problem. After finishing the Mindbloom program, I started working with another provider who follows standard dosing protocols and it turns out I had no problem experiencing the goal effects right away. What I experienced under standard dosing protocols was nothing like what I experienced with Mindbloom. Also, I ended up talking to multiple providers who told me that they had had dozens of patients come to them after going through Mindbloom and having the same issues with dosing and inconsistent quality/strength of pills from the pharmacy. I'd like a refund but Mindbloom just says medicine doesn't work for everyone. I clearly respond to *** when from a different pharmacy, so I think that's bs.

  Business Response

  Date: 03/16/2024

  Hi *****,

  Thank you for reaching out - we are sorry to see your frustration. Mindbloom's treatment programs were designed by leaders in psychiatry and ketamine therapy to help people improve their mental health. While the majority of Mindbloom's clients see improvements in symptoms (and over 60% see clinically-significant improvements, as demonstrated in a peer-reviewed study, *******************************************************************), not everyone will see such improvements. Likewise, although many people have strong experiences with the medication, not everyone does -- and the medicine can still be working even if you don't feel it immediately. Unfortunately, like any medical treatment, we cannot guarantee specific results. We offer refunds in accordance with our public policy ********************************************************************************************************************************  sent  an email via ********************************** on March 15, and understand that this complaint is resolved. 

  Wishing you all the best,

  The Mindbloom Team

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21377072
  
  I am rejecting this response because:

  The nature of my complaint is that Mindbloom was not able to provide the medication services they advertised due to an issue with their pharmacy/quality and consistency of their medication. This was demonstrated by the fact that I received pills that were disintegrated (just fully powder before I ever opened the packaging) as well as by the fact that Mindbloom was never able to get my dosing right even on their highest prescription and yet I immediately experienced the target experiences on ketamine from another pharmacy at lower doses (and those experiences were nothing at all like what I reported to Mindbloom re: a brief dissociative state). Mindbloom states they cannot give any type of refund after the 2nd round of medication is sent out, yet my experience was that they sent out the 2nd round of medication while they were still trying to figure out dosing and administration techniques for me. You cant string people along and tell them to try a different dose/administration method so that they have more medication delivered and it voids their ability to request a refund, only to not have that work for the patient either.  I dont doubt that the protocol works for a lot of people, but I clearly was in the camp of folks who were dealing with issues that stemmed from pharmacy quality/consistency problems, and thats why I requested a refund. It makes no logical sense that I would work with the same or lower doses from another pharmacy and have wildly different experiences - like they arent even remotely comparable. Thats an issue with Mindblooms medicine, and I shouldnt have to pay $1100 because I got a bad batch.  Like I said previously, I talked to multiple providers who said they had other patients who had also experienced consistency issues with the strength and quality of the meds received from Mindbloom.  If Mindbloom is advertising 6 dissociative/psychedellic sessions for $1100 and I experienced ZERO sessions of that, then turned around and experienced real dissociative/psychedellic experiences on the same medicine from a different pharmacy, thats not an issue with my physiology, set or setting, or time in between my treatment settings, thats an issue with Mindblooms medicine.  

  
  Sincerely,
  
  **********;

  Business Response

  Date: 04/02/2024

  Hi *****,
  
  We understand that youre frustrated that you did not have a strong experience with the medicine or see significant improvements in symptoms with Mindbloom, and that youre concerned this may have been due to the medication. Were sorry to hear that your experience wasnt what you hoped for, and wanted to provide some information below.
  
  As we mentioned previously, we do guarantee a specific experience or outcome. Our programs have been shown to significantly reduce symptoms of anxiety and depression for the majority of our clients, but like any healthcare treatment or service, not everyone will see the same results or have the same experience. Our clinicians will always work with clients to help them get the most out of treatment, including by adjusting dosing as needed, but unfortunately our refund policy (***********************************************************************************************************************) does not permit us to provide refunds to people who do not receive their desired outcomes from treatment.
  
  Likewise, we cannot speak to the practices of other providers, or why you had a different experience with a different medication, route of administration, or protocol.
  
  Regarding the medication, the pharmacies to which our clinicians send prescriptions follow rigorous quality assurance and control processes. These include a series of checks and balances throughout the medication preparation and dispensing process to identify and address any potential issues immediately. In addition to the internal QA/QC processes, the pharmacies also engage independent laboratories to conduct random tests on the medications. These independent tests are an additional layer of quality assurance, providing an unbiased assessment of the medication's composition. We appreciate your flagging this concern, and will continue to work with these pharmacies to ensure that they provide the highest quality medication to our clients.

  Best,

  The Mindbloom Team

  Customer Answer

  Date: 04/13/2024

  Hello,

  I had a medical emergency this past week and wasnt able to be on a computer. Can I please have an extension to be able to respond to this complaint this weekend and keep it open?

• Initial Complaint

  Date:12/07/2023

  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.

  I signed up for a beginner 6-session program. Mindbloom mails you each individual dose of ketamine for each session, so you only have enough for one session at a time. To do Ketamine therapy successfully, Mindbloom recommends that you take a dose every 7 days, and certainly do not exceed 14 days between sessions. If session intervals are spaced more widely apart, treatment is not likely to be successfull.After doing several successful sessions, Mindbloom started becoming slow in sending me my medication. First they were a week late and they apologized, saying there was a mixup at the Pharmacy. Then the clinician forgot to put in my prescription and I had to wait 2 weeks until she would answer my email. Finally, my clinician promised to send me an order by a specific date so that I could complete a session, but then failed to do so for another week. Then they also pepper me with emails begging me to sign up for more sessions and pay them more money.I have tried contacting customer support, my clinician, my guide, and anyone else at Mindbloom about these problems. All they do is apologize but don't offer to change anything. They refuse to connect with me on the phone, and the person emailing me won't even give me their last name. I honestly feel like I'm communicating with an AI bot. Mindbloom support keep saying they will escalate this problem to a manager, but then I never hear back and have to start from scratch.This program is a scam. After you pay them, they do not fulfill their end of the clinical program and are leaving people with serious mental illness suffering without treatment.

  Business Response

  Date: 12/13/2023

  Hi *****, thank you for flagging this concern -- we're really sorry to see your frustration. Privacy rules generally prevent us from speaking publicly about any individuals' health information, and we recommend that anyone with questions contact our Support team at *********************************** However, because you accepted the privacy waiver here we can share some information.

  We have reviewed, and found that the medication was shipped in time for treatments to take place within the appropriate timeframe. We generally recommend that clients schedule treatments **** days apart, although the timing may vary for each client and during different stages of treatment. Our Support team will follow up shortly regarding next steps, and we wish you all the best.

  -The Mindbloom Team