Complaints

This profile includes complaints for MindPath Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MindPath Health

  5003 S Miami Blvd Ste 300 Durham, NC 27703

• 

  MindPath Health

  401 Providence Rd, Ste 100 Chapel Hill, NC 27514-2203

• 

  MindPath Health

  120 Capcom Ave STE 101 Wake Forest, NC 27587-6537

• 

  MindPath Health

  6752 Parker Farm Dr Wilmington, NC 28405

• 

  MindPath Health

  1132 N Church St Greensboro, NC 27401

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:08/01/2024

  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.

  My son has received services from MindPath for the last 5+ years. I am extremely unhappy about recent billing practices by this company on 2 occassions.The first situation is in regards to canceling an appointment. My son has attended all visits and never canceled before. In June, he got called into work and I called the office to inform them that we need to reschedule as a result. Due to him turning 18, they informed me that they would need to speak with him, so I had him call. We were never informed about their cancelation policy and received a bill a few weeks later for $60. When I contacted billing, they informed me this charge could not be waived stating it is policy. Most healthcare facilities do have a policy in place but inform clients if they will be charged for a late cancelation and can use discretion when it comes to extenuating circumstances. My second billing problem is in regards for services. In June, we lost our insurance and contacted the office to discuss self-pay options. We were informed that the cost for self-pay is $235. Two weeks later we get another bill indicating that additional $143 is owed. Contacted billing again, and was informed that the amount owed was based on codes billed for that appointment despite being quoted at different price. Rep stated she was unable to resolve this. I requested to speak to a supervisor and she refused to transfer me. So, I requested the codes so that I could further investigate this and was provided codes *****th and *****. These appear to be the exact same services but billed twice for the same service. Based on my research, using both codes is not illegal but certainly unethical and fradulent especially since my son was only seen for 15 minutes. This company needs to be investigated as it appears that they have numerous billing practice complaints. I am also contacting NCDHHS as well as NC attorney General about this matter.

  Business Response

  Date: 08/01/2024

  We are sorry to hear about your experience. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22077995
  
  I am rejecting this response because: the complaint has not been resolved. The response from the company indicated to contact ethics support, which I did. However, this was to lodge a complaint through them for further investigation and I was informed to call back in 5 business days to follow-up on the status of complaint. 
  Please continue to keep this open until I can follow-up them and back to you based on their actual response and actions taken. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/19/2024

  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.

  Did not bill me/file claims for all services from 2024 until end of May resulting in a balance on my account. Report that my insurance is out of network, when my insurance shows that both the providers (therapist/psychiatrist) are in network and the claims they filed were processed as in network. Didn't contact me about the change in network coverage until 1 hour before appointment and forced me to pay out of network upfront in order to access my virtual appointment. Give inconsistent information when questioned about the changes to in or out of network insurance. Rep. 1, said we were unable to confirm network until now (after a year), Rep. 2, said you were never in network, Rep. 1 said if it is out of network we wouldn't file the claim, Rep. 2 said, we will file the claims (out of network), but they are showing pending on our end. Rep. 1, told me I was out of network with the entire company, Rep. 2 told me I was out of network w/ the provider, all while the submitted claims were being processed in network. They called me the day before my next appointment (with therapist) to force me to start a payment plan for my balance (created by them when they failed to file my claims for the year) and inform me that I have to pay out of pocket for the visit the following day. I have made 5 calls to MindPath with no help from MindPath on the real cause of this change in network. My therapist reported that she would send an email to two people. That was a week ago and since then and no one has reached out to me despite these grievances. It seems MindPath does not like the discount my insurance provided for me for services ($148/Psychiatrist; $126/Therapist). Instead, they removed my insurance (w/o my permission), so they don't have to file the claims with my insurance. They want to charge me up to $400/ service (according to their good faith estimate) no matter the services as out of pocket, so far they have billed me $235 (3x) and $261 (1x) .

  Business Response

  Date: 06/19/2024

  We are sorry to hear about your experience. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 been seeing two providers from MindPath and truly thought they had excellent providers and they do! However, the policy that is in place regarding canceling your appointment within 24 hours is very misleading. Most healthcare facilities/businesses do have a policy in place and are lenient when it comes to extenuating circumstances. That was not the case nor the experience I had with MindPath. I had an appointment scheduled in the afternoon and woke up to find out I had been called into work. The app/portal for MindPath does not allow you to cancel your appointment or even reschedule. So I had to email the support staff that I was not going to be able to keep my appointment due to being called into work as a First Responder. Emailed them 08:00 a.m. or earlier in the morning and didn't receive a response until well after my appointment had passed (around 2:30p). I later received a bill for $60 for missing my appointment. The company gave me the ring-a-round regarding their "policy" but does not allow their clients/patients to have the access needed to comply.

• Initial Complaint

  Date:04/15/2024

  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.

  A prescription for an OCD drug was placed by MindPath in 3/21 with a national pharmacy. The pharmacy notified MindPath that the medication was not available in the tablet strength prescribed. MindPath did nothing else. I ran out of medication on 4/2. As I ran out of medication I had several phone calls with MindPath where the situation was not resolved. Ultimately I went through withdrawals on the medication. I suggested to MindPath that they not bill me until I was back to my prior medication strength. This was a fair offer. MindPath said they would look into it "urgently". I cannot pick up my medication until this billing matter is resolved, because I risk putting myself back in the same situation via a vis withdrawal.

  Business Response

  Date: 04/15/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Mindpath Health incorrectly charged my credit card for $300.00 on January 9, 2024 for a copay amount of $25.00. When contacting the billing department, I was informed a refund would be issued by check in the mail within two weeks. Three months later and after numerous phone calls to the billing department, I have yet to receive a refund. Last week, I was informed by the billing department that management told them not to issue refunds due to cash flow issues. This company continues to operate and is using funds they are not *********** without providing a legitimate legal refund.

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have experienced a series of challenges with Mindpath. First, a severe lack of contact. Despite numerous attempts to reach out around the time of my appointments, I have not received any response or acknowledgment. This lack of communication has left me feeling neglected and unsupported during a time when I am in need of assistance which is troubling given this is a provider of mental health services.Furthermore, I was locked out of my account without any explanation or assistance in resolving the issue. This has resulted in a complete loss of access to important information and resources that are vital to my mental health journey. In addition, I am deeply concerned about an incident during which I was asked to provide personal information through an unsecured server when attempting to access my account. This is a clear violation of privacy and security protocols. I urge you to investigate this matter thoroughly and take immediate steps to ensure the security of your clients' information.Moreover, I find it highly unprofessional that I am now receiving billing calls several months after my sessions have concluded despite the aforementioned challenges. This delayed billing process after months of no contact regarding services not only creates confusion and inconvenience but also raises questions about the efficiency and organization of your billing department.Lastly, I am deeply disappointed by the lack of accessible contact information provided by your organization. It is essential for clients to have a reliable means of addressing their concerns and seeking assistance when needed. I sincerely hope that you take my concerns seriously and take immediate action to rectify these matters.

  Business Response

  Date: 02/01/2024

  Hello and thank you for bringing this to our attention. We are always striving to improve and would love to know more. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns. 

• Initial Complaint

  Date:01/30/2024

  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.

  My son is a client of CPMH/Mindpath. On 11/11/2023 I paid a $35 copay for my son using my debit card. This was a one time transaction. I am not a client of CPMH/Mindpath. When checking my account on 01/28/2024 I found that, on 01/27/2024, CPMH had made two debits to my account, $29 and $300 resulting in two overdraft charges of $64. I did not authorize these charges. I spoke with ****** at CPMH *************) on 01/29/2024.She told me it was their practice to use any debit card numbers that had been used in the past for billing. I had not given them authorization to debit my account for these charges or to retain my card numbers in my sons file. I was told that there was nothing they could do to fix this, that it was already a done deal. My son called CPMH/Mindpath and inquired as to what needed to be done to get the charges reversed. He was told that I could get my money back from him. I am not responsible for his bills.My son is 37 years old. He is not on my bank account and can not give authorization for anything to my personal account. He is well aware of this and has never attempted to do anything like this.

  Business Response

  Date: 01/31/2024

  Hello and thank you for bringing this to our attention. We are always striving to improve and would love to know more. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  Date:01/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/16/2024 Telehealth call was scheduled for today, but health insurance documents were not updated. They had me fill out the health insurance documents during the allotted time for the appointment since documents were not uploaded properly due to connection issues on their end they canceled the appointment and charged me a no-show fee when I was clearly at the appointment.This company has done this multiple times.

  Business Response

  Date: 01/29/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  Date:01/12/2024

  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.

  MIndpath Health has continually contacted me requesting that I fill out forms for an up coming appointment. I have never made an appointment with them, I have never opened an account, I never had anything to do with them. Nor have any of my doctors as I have contacted them and asked. I have requested by email that they stop sending me emails. They claim I have an account with them. I have never opened an account of any kind with them as I never heard of them until I started receiving these emails. I have emailed again asking them to close any accounts under my email address and cancel any services they have scheduled if any, and to stop sending me these emails. I continue to receive the emails and obliviously they have done nothing. I need them to close any account in my name, or using my email address and I would like to to know who has opened an account using my email address. I have looked online and this company has a horrible history. Please help.thank ***************

  Business Response

  Date: 01/16/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

• Initial Complaint

  Date:12/18/2023

  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.

  In 2021, I saw a MindPath provider a few times, and all my bills were paid at that time. Suddenly 2 years later I received a bill from MindPath. My insurance provider did some research and the claim in question, that they denied was for a doctor I never saw, so it was obviously MindPath's error. I told MindPath, they said they'd look into it and call me back but never did. Now I received another bill so it wasn't resolved.

  Business Response

  Date: 01/02/2024

  We are sorry to hear about your experience and want to help. To protect your privacy, please submit a report to us at mindpathsupport.ethicspoint.com or call ************ so we can address your concerns.

  Customer Answer

  Date: 01/03/2024

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