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

  2261 Nash St NW Wilson, NC 27896

• 

  MindPath Health

  110 Capcom Ave Wake Forest, NC 27587

• 

  MindPath Health

  1200 Ridgefield Blvd Asheville, NC 28806-2253

• 

  MindPath Health

  1130 Situs Ct Raleigh, NC 27606

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:02/01/2023

  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.

  I received services from Mindpath in 2021 and 2022. I paid for the services but continued to receive past due statements. Because Mindpath was having trouble providing receipts or invoices, I submitted complaint #******** to the BBB. As an outcome, I was assigned a Collections Specialist, ******** ********, from Mindpath.
  ******** provided me with an invoice for $265.48 on account ****** which was paid via bill.com on check ******* on October 3, 2022. I have an image of the cashed check. Mindpath did not credit my account. In January, I received a collections notice from ******* Account Systems, a third party collections service. I notified ******** and was assured that my account would not be sent into collection.
  On January 19, ******** informed me that an account had been set up for Mindpath to be paid electronically via bill.com. I have not heard from ******** and my account still shows $265.48 due.
  I would like my account adjusted to $0.00 to reflect payment as well as written contact from Mindpath expressing an apology for the protracted mistakes in billing.

  Business Response

  Date: 02/16/2023

  Thank you for contacting us. We are sorry to hear about your
  experience and want to help. We have forwarded your email to our billing
  department at [email protected]. Please allow
  for 7-10 business days as your concern is being processed. 

• Initial Complaint

  Date:01/18/2023

  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 been trying to get this practice to send my adult special needs son’s health records to a new practice. This has been going on for weeks now. I’ve called them, my husband emailed them and we aren’t getting any responses. Last time I called was Friday January 13, 2023 and I asked to speak to an office manager. It’s now Wednesday and I haven’t heard from anyone. I can’t get this new practice to see my son until they get his records. MindPath, which is a mental health practice, is completely unprofessional and is playing a dangerous game with people’s mental state. At this point I don’t know what else to do but wanted them to know if ANYTHING happens to my son I will absolutely sue them for malpractice.

  Business Response

  Date: 01/24/2023

  Thank you for contacting us. We have processed your request and have communicated your needs to our team. 

  Business Response

  Date: 01/24/2023

  Thank you for contacting us. We have processed your request and have communicated your needs to our team. 

• Initial Complaint

  Date:01/17/2023

  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 would first like to say that the provider I see is amazing. She is kind, sincere and makes an effort to really get to know me . My care isn’t the issue. Trying to get a message to her or a RX refill is near impossible. I see her every 3 months and without fail there is always the issue of one medication not being sent to my pharmacy. I have been trying now 12 days to get a refill which I am now over due . The one response I did get was it was sent 2 months ago but it this was truly looked at you can see it wasn’t. I have called, sent messages on portal and left voicemails with zero help. This process needs to be improved greatly.

  Business Response

  Date: 01/30/2023

  Thank you for bringing this to our attention. We’re sorry to hear you had a less than ideal experience with getting your medications filled. We will attempt to contact you if we can identify you from this review. If you have not heard from us, please contact us privately at ###-###-####.? 

• Initial Complaint

  Date:01/13/2023

  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.

  I reached out to Mindpath Health in September 2022 regarding charges my husband should not have been charged for several appointments over the last year. I was told to mail in a letter showing the charges billed to my credit card to prove I was charged which I did. After waiting a month for a response I contacted them and was told the refund was being processed and to check back in a few weeks if I hadn't received the refund. I called back again in December after not receiving it and was again told that it was still waiting for approval and that they would put a note on it to be expedited. I still have not received it so I have been trying for 5 business to reach the billing office and cannot reach anyone. The first three days it had a message stating I could wait on hold or leave a name to be called back. I tried both options multiple times over the next three days waiting on hold for over two hours at a time and being disconnected and never getting a call back when I tried that option. The following two days I tried to call but get a message saying the office is closed. This is calling multiple times a day during normal business hours. I then spoke to someone in the appointment office who also tried unsucessfully to reach anyone in the billing office multiple times. I asked her to read me the notes on my husbands account to see if there was any further info on the refund. She said the last note on the account was from when I had called in December and told me it said I had called and stated that I had received the refund. This is completely untrue. I had been told they were adding a note to expedite the refund. The person in the appointment office said there was nothing else she could do and to try calling the billing office next week. This is the second time I have had to spend months calling and mailing letters to obtain a refund that is owed to us from Mindpath. I only received the first refund after calling over 20 times and mailing a letter.

  Business Response

  Date: 01/17/2023

  Thank you for bringing this to our attention. We’re sorry to hear you had a less than ideal experience with our services. We will attempt to contact you if we can identify you from this review. If you have not heard from us, please contact us privately at ###-###-####.? 

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 sought therapy for my 13 year old daughter in August 2022 and set up the account on the phone with a representative and the first appointment. Appointments started off ok but there were connection issues with their app and sign in platform. Then I received about 5-10 emails weekly since then reminding me to fill out paperwork that I had already. Come to find out that they created three accounts, one for my daughter the actual patient, and 2 for me (not using services. Called and wrote multiple times and no response to emails. If I got through on the phone, they assured me it would be fixed and they’d call me back to confirm fixed. Never received any followup calls. When I tried to call a person back, was put on hold and told I was next in the queue. Even though I was next I would sit on hold for an hour. Recording said to put in number to keep place in queue and receive call back. Did this multiple times with no call back. If this was for my own therapy would have left immediately but my daughter had already bonded with this woman (***** *********) so kept at it for her. Was also receiving billing statements for appointments and also some for things that didn’t happen, which I could not pay because the portal didn’t work. Again tried to call and couldn’t get in touch with anyone. Told ***** what was happening and she apologized profusely and said she’d be our liaison and make sure it got fixed. It seemed like she really cared. Nothing got fixed so told her and was informed the only person that fixes things apparently was on maternity leave. Seemed obvious to ask someone else, but I had to ask her to do this. She seemed like I was a burden with her lack of effort and I started to lose trust. She assured me she’d fix it and we scheduled 2 appointments for Jan in Dec over text. We didn’t get a link to the appointment and I texted her two days ago and no response. It’s good my daughter is better because I don’t want her going here anymore. Extremely disappointed

  Business Response

  Date: 01/17/2023

  Thank you so much for your feedback. We are sorry to hear that you have had this experience.  We will attempt to contact you if we can identify you from this review. If you have not heard from us, please contact us privately at *************

  Customer Answer

  Date: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I just called this number that you provided me on here and it is a ********** patient specific number, we are in *****, they said I would have to call the number in ***** which is not responding. This is a joke. I just need the charge taken off and not to talk to anyone anymore. I only need that and for this record to be with the BBB and not put the job on me, the customer, to call you guys again and again. Should have been handled months ago as you have the complaint called in and emailed and written which you could have just referred to and handled and don’t need to talk to me about it again and again on the phone. As a manager in a hospital myself, I honestly don’t know how you’re still in business.
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/09/2022

  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.

  Today, I received notifications that I had a new form to complete. Logging in, I located about seven individual bills, with no specific appointment or provider labeled totaling to just under ***** dollars. On closer inspection, I noticed that insurance had covered 0 dollars. Assuming this was just an error I called. I was told by the woman on the phone that I was actually out of network the entire time. I then asked why I was not notified of this and she said she wasn't sure, and she wasn't even sure if she knew when they were made aware, but would be passing it along to billing to "adjust accordingly" and though she couldn't say for certain, she figured it would go away.Next, I received a call telling me I was out of network (roughly 2 hours after I called) and asking if I would like to cancel my upcoming appointments, including a med check. Please keep this in mind, and today's date (12.8.22) in mind for what comes next.Then, I call again. I informed the next woman of the situation. She told me that my insurance has a third party payer for mental health and they didn't know that initially, but realized it on November 8. At that time, they supposedly issued a referral to get me to be seen by a provider within my network. Lovely! Except for the fact I was not at any point made aware that I was out of network and did not at any time consent to being seen completely out of pocket. I signed a form that said I would pay if my insurance lapsed, or whatever it didn't cover, however I never once would have agreed to be seen had I known it was completely out of pocket. The representative then told me that there was documentation that I had been contacted and notified that I was out of network, which brings me to the concept of fraudulent documentation. If someone at any point prior to today, when I did cancel my upcoming appointments, documented that I had been contacted and made aware of this, please investigate them, as that is blatantly and easily provable inaccurate.

  Business Response

  Date: 12/09/2022

  Thank you for bringing this to our attention. We are sorry to hear about your experience regarding billing. We will like to work with you on this. We have alerted our billing team and will contact you to facilitate a resolution.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18547324
  
  I am rejecting this response because:
  I want to see a proper resolution before accepting. I do appreciate the response.
  Sincerely,
  
  *******************

  Business Response

  Date: 12/14/2022

  We are sorry to hear that our previous response was not sufficient for you. We have attempted to contact you to help resolve your concerns. Please call us at P: *********************. We look forward to connecting with you. 

• Initial Complaint

  Date:12/01/2022

  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.

  The provider is charging 330 dollar for a session. These sessions are suppose to last one hour, but never go longer than 10 minutes. They are effectively charging 330 dollars for 10 minutes. When I call the office they say it is up to the physician to bill. When I asked if someone is following up or overseeing the billing, they say yes. When I ask to speak with that person, they tell me to take it up with the physician. The physician doesn't get back to me. My child needs medication and there are no child psych anywhere. I am basically forced to take this, pay the extreme amount for a 10 minute session about medications. Their billing is atrocious as well. Impossible to get any good accounting and they charge my credit card randomly. Total scam

  Business Response

  Date: 12/06/2022

  I am writing to acknowledge the receipt of your complaint regarding concerns with your billing. Mindpath Health investigated your account, which included collaborating with the operations team that oversees your account. We were informed that you spoke with our billing team and front office who provided you with the accurate information of your account and billing. We thank you for bringing this matter to our attention and allowing us an opportunity to investigate and rectify the situation. We believe we have done our utmost to resolve your complaint and have communicated our actions to you. Accordingly, Mindpath Health now considers this matter to be closed.

  Yours sincerely,
  
  Mindpath Health
  

  
  

• Initial Complaint

  Date:11/29/2022

  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 was referred to Mindpath Health for testing and I soon realized the Mindpath system is poorly managed with inadequate interfacing and phone support to connect me to my provider. The problem is not the Nurse Practitioner who was assigned as my provider. He's great. The problem is the interface **************** that we are forced to use that has held me hostage from my provider while I am undergoing trials of medication. ** ****** had successfully sent a text message to me on the interface when we first connected for our telehealth appointment. I was able to read it and respond and was told to use that to connect with him. However, when I logged back in a few days later that aspect of the interface no longer existed. I could no longer see the message he had sent me and there was no way for me to send him a message. The interface only gives me the option of setting an unnecessary appointment in which MIndpath can extract more money from me. Unable to get a simple time critical message to my provider, I went to my pharmacy and had them send my request directly to the provider. However, it has been over a week now and the pharmacy just confirmed they still haven't received a response from my provider, and I've had to go in twice now to pay out of pocket for minimum quantity emergency refills. Considering this is mental health care and Mindpath's phone support told me there is no way for me to get tech support to bring back the chat function to communicate with my provider, I'm scared regarding med management/refills while being held hostage in an unsafe and unethical way. The hold time to get anyone on the phone can be over an hour and often futile. Each staff member I've spoken to at Mindpath mentions that the problems I describe are widespread in their system, that they hear these complaints all the time, yet there is nothing they can do about it. My next step is to reach out to NC's elected officials.

  Business Response

  Date: 12/08/2022

  Thank you for sharing your concern. We are sorry to hear that you had this experience. We will attempt to contact you to help resolve your issue. 

• Initial Complaint

  Date:11/01/2022

  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.

  I have reached out several times over since July to get a billing dispute resolved with MindPath. After 3 emails and multiple phone calls where I was placed on hold for over an hour, I was finally told that I am being billed for both medication management and psychotherpay. I explained several times that I have never received psychotherapy, only medication management and the response was "this is just how we bill".
  
  During all my time I have only ever discussed medication with my provider for 10-15 minutes (not a sufficient time frame for a psychotherapy session). At no point did I ever receive what is considered psychotherapy as defined by Mindpath in their response to me, or as defined by the **** Clinical as "general term for treating mental health problems by talking with a psychiatrist, psychologist or other mental health provider." I have also attached the APA definition.
  
  Not only did I not receive psychotherapy, but I specifically requested this service from my provider and she told denied this to me as a form of treatment. Her solution was solely that I take medication. During our 10-15 minute discussions, I often had to remind my provider which medication I was taking, and often my prescription was called in incorrectly, leading me to stop treatment. Mindpath is billing me in multiple ways per phone calls, which range from $403-629 per phone call, which lasts for 10-15 minutes. The average cost for psychotherapy ranges from $100-$250 per hour, and at 15 minutes per call, I am being charged between $1613-2516 per hour.
  
  At this time I have reviewed the cost for telehealth and paid $291.28 (4 visits at $72.82) based on the medication management line time that I owed after insurance adjustment. They are continuing to state that I owe an additional $596.12, which I am disputing as these are the costs to cover a treatment that I have never received, and was denied when I requested it.

  Business Response

  Date: 11/14/2022

  Hello and thank you for reaching out. We are so sorry to hear you had this experience and would love the opportunity to make it right. We are currently investigating this matter and will contact you to discuss in 3-5 business days. 

  Customer Answer

  Date: 11/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  it is simply an acknowledgment of receipt of the complaint and offers no formal solutions. I will review again when they send a resolution. 
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:10/31/2022

  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.

  My son was charged a no fee for an appointment he canceled through the mine path health app. I called multiple times and sent multiple emails. I was repeatedly told that they would get back to me regarding this matter and have heard nothing.

  Business Response

  Date: 10/31/2022

  Hello and thank you for reaching out. We are so sorry to hear you had this experience and would love the opportunity to make it right. We are currently investigating this case and will contact you with updates. If you have any other concerns, please feel free to contact us at ********************************