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:11/01/2023

  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 signed up for at home ketamine therapy from Mindbloom. The experience was positive at first, but then my clinician and I, along with my guide, agreed it safest to discontinue therapy. I had not yet received the second shipment of medication when my clinician cancelled my participation. However, my clinician failed to alert anyone in admin, about this, and I continued to receive next medication shipment and receive alerts that I needed to take my next treatment. No one at Mindbloom was even aware that my own clinician had cancelled my treatment. This team is truly incompetent in its controls of sending controlled substances via mail. NO ONE had any record that my own clinician cancelled my treatment. Conveniently for Mindbloom, they sent my second shipment of medication (AFTER my clinician cancelled my treatment) which means that Im not eligible for a refund. Again, I reiterate, MY OWN CLINICIAN cancelled my treatment for safety reasons, and Mindbloom carelessly and dangerously had zero record of this, and shipped a controlled substance to a patient who shouldnt have it. This is extremely dangerous and careless. BBB is only one complaint I have made - Ive also alerted the *** about Mindbloom and their dangerous practices. I contacted Mindbloom about what to do with the medication, and I was told to destroy it. I destroyed it according to *** guidelines. Then Mindbloom carelessly tells me that I should submit a video of me destroying this medication SEVERAL DAYS after they instructed me to destroy it. This is extremely unethical and dangerous, and Mindbloom MUST be held accountable. Asking for a portion of the fees they charged, after they intentionally send medication to deliberately disqualify me from refund eligibility. These people are taking advantage of vulnerable people and its disgusting.

  Business Response

  Date: 11/15/2023

  Hi ******,

  Thank you for raising this issue -- we're so sorry to see your frustration, and apologize for any miscommunications that occurred. We are passing this message along to our support team, who will ensure that the proper refunds are processed according to our refund policy, ***********************************************************************************************************************.

  Best regards,

  The Mindbloom Team

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20797045
  
  I am rejecting this response because:
  Mindbloom has provided a canned response with no effort to address my unique situation. Mindbloom will not refund my money.  The company deliberately sent further shipment of medication in order to disqualify me from receiving a refund in accordance with their policy. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/07/2023

  Hi ******, 

  Normally, privacy rules prohibit us from sharing personal information in a public forum, but we understand that you have waived privacy in this complaint so we can share additional information.

  We have held off communicating with you directly after you instructed our Support team never to contact you again. We attempted to process the refund but because you disputed the charge with your bank, it wasn't able to go through immediately. We understand that your bank has now returned your final payment to you, so we believe this has been resolved.

  Wishing you the best,

  The Mindbloom Team

• Initial Complaint

  Date:09/14/2023

  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.

  The company stopped providing the service because they felt I should not take the Ketamine at this time; but told me to keep the Ketamine, that I no longer have use for. There is still one more charge of $386 that I do not believe I should pay. They are not providing the service promised, as they are the one who told me they would no longer provide it, and I have no use for the product they told me to keep.

  Business Response

  Date: 09/20/2023

  Hi ******, thank you for flagging this issue. 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 are sorry to see your frustration, and would like to help. We looked in our records, but did not see any communications between you and our support team. If you could please contact us at [email protected], we can help resolve the situation. If the decision is made to continue treatment, our clinicians and guides are always happy to help clients get the most out of treatment. If the decision is made to discontinue treatment, our team can help with medication disposal and can address refunds according to our refund policy, available at ***********************************************************************************

  Wishing you the best,

  The Mindbloom Team

• Initial Complaint

  Date:11/18/2022

  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 my "therapy" session, my "guide" was swaying, slurring her words, struggling to comprehend what I was saying, nodding in agreement, then responding inappropriately. She could barely keep her eyes open and did not seem mentally present in the session. I felt extremely uncomfortable, as well as my peer treatment monitor. When I complained, I have been ostracized by the company. They refuse to call me to address my concerns, despite me specifically requesting a phone call-twice. They will only correspond via email, and they refuse to address my concerns in writing. They also under-prescribed my dosage, so the medicine doesn't even work properly. I was told I could increase the dose if it doesn't work, but of course they don't respond to emails or texts, so I am unable to get the medicine that I paid for. I have given them ample opportunity to provide assistance and resolve the issue.

  Business Response

  Date: 12/16/2022

  Hi *****,
  
  
  We hear that your experience has been unsatisfactory so far, and we've worked hard to remedy this for you. Our guide leadership team has been in contact with you via text message and email since November to address this concern. We've offered for you to choose a new guide, as well as expediting a clinical consultation to address your dosing ASAP. Members of our Guide Leadership Team have also offered to meet with you via Zoom to discuss how they can better support you in your journey. All of these offers still stand, and we are eager to resolve this for you and work together to create a meaningful treatment experience. Please don't hesitate to reach out to us with any more questions or concerns, whether it be through your text conversation with our Guide Leadership team, or through our support channel at **********************************.
  
  

• Initial Complaint

  Date:10/29/2022

  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.

  Mindbloom is a company that uses the hallucinogenic ketamine to help people with trauma ... I signed up initially wanting to try this new form of therapy ... I have since found out due to my medical history I am not a good candidate for such therapies. I asked for a refund and have not received one and continue to have more money removed from my account and im concerned this will not stop.... I cannot participate in this therapy and would like a refund because I'm not able to use their product
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 8, 2022/11/18) */
  Hi ***********
  Thank you for raising this concern. HIPAA regulations generally prevent us from publicly discussing individual clients' information, and we encourage anyone with questions or concerns to contact us directly at [email protected]. However, because you provided a HIPAA authorization, we are happy to address your concerns here.
  
  We have reviewed our records, and it looks like you did not fill out the cancellation form for us to process your refund, or reach out to our Support team further about this issue. In any event, we have processed your refund in full. If you have any further questions, please reach out to us directly at [email protected].