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:07/10/2025

  Type:Sales and Advertising 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 see a ********** provider for some of my care. I have commercial insurance and I gave that information to my provider. I was signed up for Alma insurance through my provider for his services. I was told I would have a $0 copay. For the first few months, my appointments were completely covered and I didn't get charged. I had an appointment with my provider on July 3rd and on July 5th I received an email from Alma insurance that I would now have a copay of $260-380 and that I would owe this amount for my July appointment. My provider charges less out of pocket than that. On July 5th I went on Alma's website and there was no way to contact them except through an automated chatbox so I filed a claim through the chatbox saying to not charge me before I spoke to someone because I wanted to pay my provider out of pocket if it was going to be less than what they would charge me. I did not hear from them so I contacted them again through the chat box on July 8th. I was told someone would reach out to me. I still did not hear back. This morning at 7am I found an email address for Alma and wrote them an email saying I had filed a claim through their chatbox twice and still had not heard back and explicitly started that I did not authorize them to process a payment and that I would pay my provider directly. About an hour later, I received an automated email from Alma saying they had charged me $311 for my July appointment . I contacted my bank to stop the payment but they said they had to wait until it was processed and then they could open an investigation. I saw online that this is a common practice for Alma insurance. I would like to be reimbursed. I emailed Alma and let them know I'm opening an investigation with the bank once the payment has cleared and filing a complaint with the BBB.

  Business Response

  Date: 07/25/2025

  Hello,

  We appreciate the client taking the time to share their concerns, and we sincerely regret the frustrating experience they described. We recognize that our team did not address their request in a timely manner, which resulted in a charge that the client was actively trying to prevent. We apologize for this breakdown in our support process.

  To protect the client's privacy, we will not discuss the specific details of their account in this public forum. We have since connected with both the client and their provider to help them navigate this situation.

  While billing decisions are ultimately made between a client and their independent provider, we are actively facilitating the conversation to help them find a suitable path forward. We are also reviewing our internal support workflows to ensure we can better manage time-sensitive requests like this one in the future.
  

  We are committed to helping the parties reach a fair resolution.
  

  Warmly, The Alma Team

  
  
  

  
  

  Customer Answer

  Date: 08/01/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:07/03/2025

  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 am filing a complaint against Alma for providing a highly misleading cost estimate and billing me over ten times the expected amount for a therapy session.On April 28, 2025, I attended a session with Dr. ** **** through Alma. Prior to booking, the platform estimated my copay to be $20$40. This seemed surprisingly low, so I reached out to the providers office to verify. They assured me the estimate was almost guaranteed to be accurate. Based on this confirmation, I went forward with the appointment.Weeks later, Alma informed me that my insurance had processed the claim and that I now owed $408.72. Alma retroactively invoiced me for the remaining balance, saying the final amount was based on my deductible and that the estimate was only preliminary.I understand that estimates are subject to change, but a tenfold increase is not reasonable. Furthermore, I explicitly verified the estimate beforehand and received direct confirmation from the providers office. Alma never updated me before the visit, nor did they alert me to any risk of significant cost discrepancy. I was not given a chance to cancel or reconsider based on accurate information.Alma's response was simply to blame the insurance company and offer a payment plan. This fails to address the real issue: I was misled into the appointment by inaccurate cost information, which was confirmed by the provider. I would not have gone forward with the session had I known the true out-of-pocket cost.This reflects a broader problem with Almas communication practices and lack of transparency. Patients should be able to trust the information provided and make informed financial decisions before receiving care.I am requesting that Alma:Waive or significantly reduce the $408 charge;Investigate and improve its estimation process.I attempted to resolve this directly with Alma and the provider, but the matter remains unresolved. I request BBBs assistance in finding a fair resolution.Sincerely,

  Business Response

  Date: 07/17/2025

  Hello,

  We appreciate the client taking the time to bring this matter to our attention, and we thank the Better Business Bureau for facilitating this communication.

  We are pleased to report that this matter has been fully resolved. While we cannot go into specific details to protect our client's privacy, we can confirm that we have taken the necessary actions to ensure the client has been made whole regarding the session in question.

  This situation highlighted a discrepancy between the initial cost estimate, which is based on preliminary data from the insurance company, and the final patient responsibility determined after a claim is fully processed against a deductible.

  We have used this as an important opportunity to review our internal processes. We are committed to improving how benefit information is communicated to prevent future discrepancies and ensure our clients can make informed decisions about their care.

  Given this resolution, we now consider this matter closed.

  Warmly, The Alma Team

• Initial Complaint

  Date:06/30/2025

  Type:Product 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.

  We entered into a one-year contract with Alma in November 2024. As of June 2025, we are seeking to end services and request a prorated refund for the unused portion of our subscription due to repeated unethical and unprofessional conduct on their part.We began contacting Alma in March 2025 regarding billing issues that directly impacted our clients. These messages went unanswered for an extended period. Recently, we were accused by Alma of improper billing practices, yet the only policy provided references balanced billinga practice that is illegal and which we did not engage in. Their claim was both vague and unsupported.The specific incident prompting our departure involved a client who had already paid their copay through another platform. Alma refused to process a refund, despite our explanation and documentation. Instead, weout of respect for the client and their careissued the refund ourselves.What is most troubling is that Alma reached out directly to the client to state that our agency was in breach of their agreement, despite never providing us with proof of this alleged breach. This outreach was inappropriate, escalatory, and harmed the therapeutic relationship, causing confusion and distress for the client.This entire experience has reflected a lack of transparency, poor provider support, and ********* conduct. We are requesting a prorated refund for the remaining months of our annual subscription and have terminated our relationship with Alma effective immediately.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair 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.

  As a patient of this platform they have created a system of nonproductive customer services, repeatedly incorrectly billing health insurances w/ inconsistent repayment, leading to overcharging of patients. I have repeatedly called my insurance, attempted contact through the Alma customer service with repeatedly being told the issue would be corrected, following session would be charged w/ 100% patient responsibility. I have reached out over a 5 month period in multiple emails with inconsistent responses, and was able to schedule 2 telephone calls with customer service experts however repeatedly stating contradicting information. When questioned to speak to others I was told I was unable to speak to anyone with highest access or contact with insurance. I believe this agency created a system of unproductive contacts to reduce actual contact with staff and to make it difficult for actual resolutions of overcharging and potential misuse of insurance. Despite having pre-authorization, contacting my own insurance for clarification ( for my insurance it was planned to be $30 for specialty) After having to contact and request for refund after every session I was only intermittently receiving a refund, with my last 4 sessions stating I had 100% responsibility, meaning I was charged over $400 I believe incorrectly. I believe this agency is fraudulent and has questionable practices.

• Initial Complaint

  Date:05/05/2025

  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.

  About a month ago Alma re-evaluated and stated that I needed to pay a 25 dollar copay per session(sessions are once a week) However my insurance claims state my copay for these sessions is $0.00

  Business Response

  Date: 05/16/2025

  Hello
  
  We appreciate the time this client took to share their concerns. After reviewing this case, we have concluded that this complaint has been resolved. While we will not go into detail in order to protect their privacy and Protected Health Information, we have thoroughly resolved this issue and communicated this to the client directly.
  
  Alma had estimated this client would have a $25 copay for their sessions, but had recently received claims feedback that they should expect to have a $0 copay for their sessions.
  
  Alma had invoiced them for this $25 copay initially, but has issued a refund for this payment according to the feedback received from their insurer.
  
  Alma issues a refund for any overpayment on a claim if an invoice does not match an insurance providers final determination of a claim once we fully review the discrepancy. 
  
  We are continuing to review this clients complaint and will update our internal process to resolve these issues quickly. 
  
  Warmly,
  The Alma team

• Initial Complaint

  Date:03/27/2025

  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.

  My insurance has not changed, I have confirmed all information with my insurance company, and I am charged incorrectly constantly (100$+ over my copay). I love my therapist but this company has no support number, email, or reference numbers for open tickets. I feel like they are banking on people not paying attention to the over charges. I feel these are predatory practices. I want to have direct contact with the company and not the ai chat bot.

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Alma has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:02/19/2025

  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 met with my provider on 1/16/25 for one therapy session. Alma put in 4 claims to my insurance for this date. I made them aware of this issue via email with a request to rectify. I requested a call, but settled for email correspondence. I was told this would be appropriately followed up on with my insurance on 1/31/25. I followed up on 2/10/25 and had to start the email process all over again with a new customer service representative. Ive yet to have a response of substance and my insurance claims continue to show 4 claims for my 1 session, which I understand to be insurance fraud. I want this rectified as soon as possible and am frustrated that there does not seem to be any other way to get in contact with the company other than email, which has not been fruitful.

  Business Response

  Date: 03/20/2025

  Hello,
   
  We appreciate the time this client took to share their concerns. We have reviewed this case and, while we will not go into detail in order to protect their privacy and Protected Health Information, we can confirm that these claims were part of a known issue with multiple claims being submitted for the same date of service, and it was previously communicated to the client that these were in the process of being corrected on our end, and that this was an issue on the insurance payer's end. Alma correctly invoiced the client based on the payment responsibility provided by their insurance company and, after claims processing, the additional payment responsibility confirmed by their claims. The client disagrees with the delay in a resolution for this issue, which has since been corrected on our end. 
   
  In general, when our team discovers an error such as this, we work with our payer partners to come to a resolution. We sometimes do not have a resolution timeline, however, we communicate to the client what next steps to expect on our end and if any further action is needed from them.
   
  We will continue to review this clients case and share any important updates with them. We will also update our internal processes to better support clients facing confusing claims matters.
   
  Warmly, 
  The Alma Team

• Initial Complaint

  Date:02/04/2025

  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.

  Alma continues to overcharge me for mental health services despite them continue to run my insurance and find my payment responsibility at a lower payment. Their responses are untimely, if any response is given. They charge my card and then ignore my responses for a refund. This happen multiple times with little resolution.

  Business Response

  Date: 02/18/2025

  Hello,
  

  Thank you for bringing these concerns to our attention. We have reviewed your current issues outlined and we will follow up directly with you via our support team to address them. Please keep an eye out for a response from our team.  
  

  Warmly,
  The Alma Team
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  Pro tip: do not put a debit card on file with Alma for payments. Make sure it is a credit card.I have a complaint about the search function for in network providers. There are subsidiaries of *****, such as Aetna*** health, that Alma does not accept. This is not evident through their search function, because only Aetna is listed as an option to select in the drop-down menu. After searching through the *** marketplace for plans that were in network for my current Alma providers, I switched insurance to an Aetna *** health plan as those providers also showed up under the Aetna filter on Almas provider search.I switched my plan on 1/1 , and had an appointment 1/6 with my existing provider. I was automatically charged $220 because they did not take the *** health branch of Aetna. This was not evident to me, and cost me $220 out of pocket.I strongly urge Alma to add subsidiary branches of companies that they do and do not accept in the search drop down, and then make sure that it is clear that they do not accept certain subsidiaries. If they did this, it would then show upon searching for providers with ***** ********** that there would be zero provider results, and it wouldve been clear that it was not accepted by any providers on Alma. This is not appropriate to have hidden in some page on the website. This needs to be up front and center. This is not even listed on their FAQ page. The only way I found out definitively that Alma doesnt take Aetna *** Health, from a place on Almas website, is from a link sent to me by an Alma *** after I contacted them to resolve this. Alternatively, in the provider search - network selection field, putting clearly in the text beneath the search function - not sure if your network is covered? Click here to see the networks we do and do not cover hyperlinked immediately visible in the search.

  Business Response

  Date: 02/17/2025

  Hello,
  
  Thank you for taking the time to share your recent experience with your Alma provider. We want to first apologize for your experience, as we do have benchmarks in place that all Alma providers must adhere to as part of Alma integrity standards.

  
  Providers are required to request an eligibility check at least one business day prior to a session occurring. Additionally, they must inform clients of potential fees prior to a session occurring.

  
  We have reached out to the provider to remind them of these standards.

  
  Additionally, thank you for your feedback regarding the Alma provider directory search function. We will share this information with our Product Engineering team for future consideration.

  
  Warmly,
  The Alma Team
  

  
  

• Initial Complaint

  Date:12/05/2024

  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.

  Alma was overcharging me for services. They finally stopped overcharging but refuse to refund the past charges. Amount owed is $105

  Business Response

  Date: 12/19/2024

  Hi, 
  
  Thank you for reaching out to our team regarding these charges. We have reviewed this and have scheduled a call to provide an update and discuss this further. We will follow up with you and address any additional questions or concerns you may have. We will continue to review this clients case and share any important updates with them. 
  
  Warmly,
  The Alma Team