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:11/26/2024

  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.

  I started therapy for my son with Alma on 9/7/2024. I provided the insurance information before the start of the sessions. I paid the $25 copay for the first session on 9/7. all of a sudden, I receive an invoice for a session on 9/30 and 10/7 (Invoice *******) for the full price without insurance. I was told by the therapist that it appears that the invoices were not submitted through insurance, which was odd because the 9/7, 9/16 and 9/23 sessions were submitted through insurance. I have emailed Alma several times with no response, the invoices remain unpaid, and I keep getting notices to pay the invoice. I am debating ending the therapy because I don't want to end up with a bill because they refuse to respond and submit through insurance.

  Business Response

  Date: 12/13/2024

  Hi, 

  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 the client was issued a cash-pay invoice instead of having the sessions billed to their insurance. We are working with the clients provider to correct this.

  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 invoice matters. 

  Warmly, 
  The Alma Team
  

  
  

  Customer Answer

  Date: 01/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Hello,
  >
  > The issue is not resolved to date, the invoices are still at the incorrect price.
  >
  > It is also prevent me from paying the correct invoices because their system is totaling the payment as a lump sum.
  >
  >
  > Thanks,
  > *****

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

  Business Response

  Date: 01/21/2025

  Hi,

  
  We appreciate the time this client took to follow-up and 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 the client’s claims have been submitted to their insurance and invoices match what their insurance has determined they owe. As of 01/06/2025, there are two outstanding invoices, each totaling $25.
  

  We will continue to review this client’s case and share any important updates with them. We will also update our internal processes to better support clients facing confusing invoice matters. 
  

  Warmly, 
  The Alma Team
  

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  Hello, My provider uses Alma (****************************************) to process claims to insurance companies. My network is the Aetna PPO network and the *** is ****** ****** (*************************). ***** and ************* have confirmed the provider is in network, and it is up to Alma to submit a claim to ****** for them to render payment. Alma is refusing to submit claims to *************, as they claim they are "not set up" to do so and therefore are marking me as out of network and requiring me to pay the full cost out of network cost of each visit, instead of billing my insurance. I have contact Alma several times, included the benefits team through my employer and Alma is still unwilling to bill my insurance.

  Business Response

  Date: 07/09/2025

  Hello,

  We appreciate the time the Better Business Bureau took to share this client's concerns. We have reviewed the case and, while we will not go into detail in order to protect the client's privacy and Protected Health Information, we can confirm that we have thoroughly addressed the billing matter. Specifically, we are pleased to confirm that Alma has successfully operationalized its ability to submit claims directly to ************* (Aetna) for the client's plan.

  Alma is committed to ensuring a smooth and accurate billing experience for its provider members and their patients. We work diligently to navigate complex insurance relationships, investigate discrepancies, and communicate clearly with clients about their payment responsibilities as determined by their health plan.
  

  We believe this clients case is closed out, but we will share any important updates with the client if they arise. We are also continuously updating our internal processes to better support clients facing complex insurance matters.

  Warmly, The Alma Team
  
  
  

  
  

• Initial Complaint

  Date:11/08/2024

  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 cancelled an appointment and have been charged $100 for a miss appointment. I have reached out to the provider on numerous occasions and they have dismissed my communication and efforts to obtain a refund.

  Business Response

  Date: 11/22/2024

  Hi BBB, 

  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 Alma will reach out to the client for clarification via email regarding the charge for the missed appointment and the provider using Almas platform that proceeded with that action. 

  Once the client identifies the provider, and with the clients permission, we will loop them both in the same email thread to confirm whether the appointment did/did not occur, so Alma can support in facilitating a resolution to this issue. If the provider does not reply within five (5) business days, we will escalate the matter to the appropriate Alma team to investigate this as a potential violation of Almas Integrity Standards. 

  We will continue to review this clients case and share any important updates with them. 

  
  Warmly,
  The Alma Team

  Customer Answer

  Date: 11/25/2024

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

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

  
  

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
   This business has not reached out to me as they stated they would. How can I reopen this case? I have since received another $100 charge (posted today, 01/13/2025).
  
  complaint ID # ********
  
  Thanks,
  
  ******* ****
  
  Sincerely,
  
  
  
  ******* ****
   
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 01/30/2025

  We appreciate the opportunity to address this concern. Upon review, we would like to clarify that cancellation fees and charges are managed directly by the provider and fall under their practice management policies. As such, Alma does not have record of the charge and cannot intervene in matters related to fees set and processed by the provider.
  
  We made efforts to clarify the details with the client, as the email provided was not associated with an Alma account, and the specific provider was not initially identified. Once the provider was confirmed, we informed the client that they would need to follow up directly with the provider to resolve this issue.
  
  We take client feedback seriously and encourage anyone with concerns regarding charges or fees to reach out directly to the provider involved.
  
  Thank you for bringing this matter to our attention.
  
  

• Initial Complaint

  Date:07/26/2024

  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.

  Alma is a service portal for mental health providers that is not a service for me as I do not get referrals and not able to benefit for use otherwise. I attempted to cancel, but they keep charging for the service.

  Business Response

  Date: 09/10/2024

  Hi ******, 
  
  We appreciate the time you took to share your concerns.  We have reviewed this case and, without potentially exposing confidential information. We can confirm that Alma correctly invoiced the provider.
  
  The provider submitted a request to have the account paused for the following dates: 6/01/2024-7/01/2024. Since 7/01/2024, the account has been re-enabled. The provider reached back out on 7/26/2024 where they requested to cancel their membership. Our team provided them with the appropriate steps to complete this action.
  
  In general, when providers would like to cancel their membership, they would need to fill out a brief form to complete their request. The provider will then receive a confirmation email with the effective date of their cancellation. Please keep in mind that requests received after the 20th of the month will be processed for the following billing cycle.
  Since the provider reached out after the 20th, they would be responsible for their August bill, and their effective cancellation date is 9/01/2024. No refunds will be issued to this provider.
  
  We will continue to review this providers case and provide any significant updates directly to them. 
  

  Warmly, 
  The Alma Team
  

  
  

• Initial Complaint

  Date:06/26/2024

  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 was charged a $154.28 randomly by Alma as they say I have a deductible. My issue is that they are charging my credit card this amount and the claim they sent my insurance has not finalized. As my Meritain Ins agrees that a practice cant charge a patient if a claim has not finalized and there shows no patient responsibility at this time. They refuse to refund my money. I already called and put in a dispute against this charge with my credit card company and I will be contacting the ************************ for a dispute as well. My insurance will be contacting them because this is not a charge for them to take as again the claim has not finalized with a patient responsibility as yet. These people have been doing this as greed. If I didnt know anything about insurance these people will be getting away with monies that is not suppose to be taken from patients. This is a disgrace as Im going to my therapist for help and not to add more stress to my life with this disgraceful matter that they feel is valid. They need to be shut down as a billing company. My therapist is asking them as well to refund the monies and they keep saying no. But my insurance has it that Im not to be charged anything until it shows as a responsibility when the claim is finalized. This claim was just received on 6/22/24 by the insurance.

  Business Response

  Date: 07/15/2024

  Hi *****, 

  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 Private Health Information, we can confirm that Alma invoiced this customer correctly. ********************** correctly invoiced the client based on the payment responsibility provided by their insurance company.

  Prior to every visit, Alma uses the insurance information clients provided during the intake process to search for their insurance plan details by accessing their insurance payer portal or calling their insurance payer directly.
  
  Once our team locates their insurance plan, we search for their mental health benefits in their insurance portal to determine their estimated responsibility for each visit. From there, we communicate that estimated cost to them via email. 
  
  On 6/14, Meritain confirmed that their payment responsibility is 100% coinsurance for their sessions since they have a $5,000 deductible to meet. Based on this information, they were invoiced 100% coinsurance for their 6/19/24 invoice.
  
  The client can verify their payment responsibility for a given session by referring to their Explanation of Benefits that they will receive from their insurance for every claim filed. We submit all claims directly to their client's insurance payer, who will review the claims and process them. Please note that it typically takes ***** days for a claim to be processed by insurance.

  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:06/17/2024

  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.

  I have sent multiple email requests to resolve issues that Ive had multiple times regarding them charging me 100% for my doctors visit even though Ive hit my deductible theyve been made aware months ago. Even after complaining they continue to go in my account and take my money, and when I sent my explanation of benefits, all they stated was that their company meticulously checks items and that if they show something different then they will let me know even though I sent them complete proof and then they continue to send statements to my son and myself for 100% of the doctor visits even after theyve been made aware of the problem. They have no customer service youre not able to call them . The company just seems like its very scammy and does this to customers on purpose. Im stretching EOB showing they were paid for services they debuted my account for and have not given or even promised a refund for money taken. I would like my money refunded and not to be overcharged anymore

  Customer Answer

  Date: 07/12/2024

  At this time, I have been contacted directly by Alma regarding complaint ID ********, however my complaint has NOT been resolved because:

  They just keep blowing me off and telling me that its going to be here even though its been over a month. Ive attached their promise to send refund from June 18. Still nothing. They just keep responding by saying thank you for my patience and they will mail me a check first they told me it would be 5 to 10 business days,  now theyre saying 20 business days . Im pretty sure Im never going to receive it . Especially since they didnt even respond to you guys. They couldve and shouldve refunded me via debit card but they made some excuse and claimed a paper check would need to be mailed. Its been several weeks and I think at this point, its a lost cause. Just want others to be aware and hopefully can save others from being stolen from . Thanks for trying ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *************************

  Business Response

  Date: 07/15/2024

  Hi ****,

  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 Private Health Information, we can confirm that we have issued refunds to this client for the amount they were overcharged.  Alma correctly invoiced the client based on the payment responsibility provided by their insurance company and, after claims processing, found that they had already met their deductible. Since these refunds needed to be issued via paper check in this case, the timeline in which the client receives them will be longer than an electronic funds transfer.

  The client also initially reached out about only one of their accounts. While the other account was connected via the same policy, Alma considers all client accounts independent of each other for security. Once the client had followed up on behalf of the second account directly, our team was able to address their questions about their deductible status there as well. 
  In general, Almas invoices will always ultimately match a clients Explanation of Benefits. Due to the lack of visibility into a clients claims outside of Alma, were unable to confirm if a client has met their deductible until their claims process. If the amount on the returned claim does not match the initial benefits quoted, Alma supports by investigating, following up with insurance companies to confirm benefits, and communicating what we learn. 
  

  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:06/13/2024

  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.

  Did not file actual claims with BCBS Non-responsive Billing-No explanation of over charging No contact phone number

  Business Response

  Date: 06/28/2024

  Hi ***, 

  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 Private Health Information, we can confirm that we have informed the client that their claims submitted are part of an escalated billing issue our billing and product teams are working to resolve. Once the issue is resolved, we will rebill all affected claims, which will then apply to their deductibles. In the meantime, this will not affect their co-pay responsibilities.
  Additionally, we informed the client that there is no requirement for them to pay their invoice amounts immediately unless their provider's practice requires it. According to Alma policy, payment is due 60 days from the date of service; if the 60-day **** is approaching, they can opt into a payment plan. The client can also discuss removing autopay with their provider until this issue with claims processing is fixed.

  
  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:06/04/2024

  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.

  For over a week, I have been unable to access my Alma provider account and the support person assigned to my case (*****) repeatedly tells me to just reset my password. I have reset it 10x and what happens after I log in is the page says Something went wrong and I have no access to anything in my portal. Ive shown screenshots to support of what happens after Ive reset my login and enter my provider portal. The problem is not logging in, its what happens when I log in. All I see is a page that says Something went wrong. Its not a login issue its that all the provider tools of scheduling, onboarding a client, etc are disabled despite having logged in. When I explain this to support and attach a screenshot of what I see, the same response again from support is its fixed, everything is resolved, just reset your password. Ive paid my monthly membership for **** and have no way to add clients, update my calendar, no tools available. I am about to cancel my membership for good and ask for a refund of my dues for ****. I dont understand why this continues, I cant be more clear as to the problem that is going on. Resetting the password is not resolving the issue.

  Business Response

  Date: 06/18/2024

  We appreciate the time this provider took to share their concerns. We have reviewed this case and while we will not go into detail in order to protect their privacy, we can confirm our member management team reached out to this provider to troubleshoot the issue and it has since been resolved.

• Initial Complaint

  Date:05/06/2024

  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 have insurance through Cigna (through my employer ***** ******* Employee Health Plans) and used ********************** to find a provider who takes my insurance. I found a mental health provider on the Alma website who takes *****. I scheduled and attended appointments with *********************************. Alma refused to process my appointments through my insurance, saying (emailed) that they (Alma) "don't have a partnership with them at this time" through "Alma's insurance program." Other quotes from them: "Alma is not yet in-network with that health plan," "**********************'s Insurance Program is not set up to send or process claims for that particular policy," "your insurance policy is not eligible for in-network care through Alma's insurance program." Alma is simply a third party ****** whose services my provider pays for. I pay my insurance & the doctor takes my insurance.They have no phone number to contact them. The only way to reach them on the phone is setting up a 15-minute appointment through an online *********** call you. First appointment, the associate was 7 minutes late, refused to conference call with my insurance, & ended the call after 8 minutes with no resolution. Second call appointment, they just never called me. And didn't answer my emails about not calling me for my appointment time.They refused to conference call with my insurance ("...we are unable to schedule group calls with you and insurance payers. Our leadership and insurance teams collaborate directly with our network partner contacts, and many payer representatives do not have insight into Almas group processes"), said they contacted my insurance, but wouldn't tell me what was discussed. My insurance says they can't access the reference number that was given me by Alma.My insurance confirmed multiple (7+) times that this provider was covered under my plan.This process has been exasperating. The provider was kind and billed me less, so he lost money. I paid out of pocket to avoid collections.

  Business Response

  Date: 05/23/2024

  Hi *****, 

  
  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 Private Health Information, we can confirm that Alma is not set up to submit claims to this clients insurance carrier.

  We understand that the client would like to see her provider using her Cigna/*********************** Healthcare benefits, and we always do what we can to facilitate the process where we can. However, in this case, Alma is simply not set up to work with this third-party health plan. For context, this is not related to the clients in-network eligibility but Almas ability to submit claims to Cigna/*********************** Heathcare. While her benefits may be managed by *****, *********************** Healthcare manages the claims process and requires that the ****** in this case, Alma be formally set up in their system. This is not currently the case, and we do not yet have a timeline for establishing a contract with them. 

  
  Warmly,
  The Alma Team

• Initial Complaint

  Date:12/26/2023

  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 late July I became interested in attending mental health counseling with a therapist I had spoken with previously. She obtained all of my insurance cards and policy information and she, and Alma, confirmed that I was indeed in network and my financial responsibility would be $50 per hour/per session. Even this seemed expensive, but only after learning that this would be the maximum expense, I agreed to move forward. It wasn't until weeks later that additional charges, that I did not consent to, hit my credit card. I contacted Alma that said they submitted the charges to my insurer and they would not cover it. I contacted my insurance company about why this would have happened- they explained that Alma failed to provide adequate information, and because they were a tele-medicine group, my insurance would not cover the expense. This is clearly the fault of the company, which has expert knowledge in obtaining prior authorization for treatment. Not my fault. This seems like extortion. I will continue to honor my payments of $50 each, however, I want to be refunded for the additional expense that was not agreed to- this expense was $102.80 per each of three appointments (total of $308.40)

  Business Response

  Date: 01/08/2024

  Hi ****,
  
  Thanks for voicing your complaint here and rest assured we've flagged this over to our internal team who is currently reviewing this and addressing this. We're going to follow-up in detail within **** business days. 
  
  Warmly,
  ***** 
  
  Alma CX Team

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never received a follow up that they stated would come within **** business days. It has been more like 14. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/05/2024

  Hi ******,
  
  We appreciate the time this client took to share their concerns. We have reviewed this case and while we will not go into detail to protect their privacy and Private Health Information, we can confirm that Alma had confirmed on 9/22 & 9/23 that the clients claims came back showing a higher payment responsibility which was why their invoices from 7/26-8/30 were adjusted. It usually takes about ***** days for claims to fully process and return from insurance, and ************* we adjust/refund their invoice based on how the claim returns and update their payment responsibility as needed. While we understand that we initially estimate a lower payment responsibility, it is ultimately the clients insurance who confirms their final payment responsibility once the claim is processed as we do not always have full visibility into their benefits.
  
  If clients have questions about their invoices and would prefer to speak over the phone, our customer support staff is more than happy to schedule a phone call to best support the situation.
  
  We will following up with this client and sharing updates with them. We will also update our internal processes to better support clients with claim adjustment and payment responsibility updates.

  
  Warmly, 
  The Alma Team

  Customer Answer

  Date: 02/09/2024

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