ComplaintsforBrightside Health, Inc.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my plan with Brightside Health on 03September2024 because I no longer needed it. I was told by the company that I owed $0 in copay for each session. I was told this for every week I had a session and I never received a single bill. On 15October2024 I received a bill for $480 stating that I owed $60 in copay per session that I have had over the course of several months prior. In addition, this bill has a due date of 28October2024. That is less than 2 weeks to pay a bill for months worth of care for which I was told I would owe $0. I have contacted their customer service three times now with no response.

  

  Business response

  11/01/2024

  Thank you for this feedback, and were sorry to anyone who did not have a positive experience with us. Brightside Healths services are considered covered by the insurance plans with which we are an in-network provider. As a result, the invoiced amount is determined by a members health plan, not by Brightside. We submit claims on a members behalf to their insurance provider, and they are charged for their portion of the cost share using the payment method on file once those claims have been processed by the insurance provider. This can be several weeks after a claim is submitted to an insurance plan. Based on a members specific insurance coverage, there may be a copay, a deductible, or coinsurance applied. We provide a good-faith estimate about any potential cost-share responsibilities that we are able to determine initially, but we always recommend a member contacts their health insurance directly to verify coverage. We hope this helps clarify.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had problems with technical issues for months trying to get an appointment completed. Then not once but twice did they have the nerve to try to lock my account when I couldn't even get the services that I asked for and then when I asked to talk to management they just keep giving me the woman that answer the phone they tell you they're going to write you back and they never do and they never follow up. I would just like to have my appointment with my clinician

  

  Business response

  11/01/2024

  We apologize for the technical issues and to anyone who did not have a positive experience with Brightside Health. Our *************** team is happy to assist with scheduling needs and can be reached at ******************************** or ************ from Monday - Friday, 9 am to 6 pm EST.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pd Brightside Health $95 to speak with a psychiatrist. I cancelled the appointment immediately after realizing they don't prescribe my medicine I need. They have not refunded my money and it's been a week and they have not contacted me at all after stating I would hear from them within 72 hours. There is not a contact number and they have disregarded my emails.

  

  Business response

  11/01/2024

  We appreciate this feedback and can confirm weve resolved the matter raised here.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having severe depression and contacted Brightside to refill my meds and start psychotherapy. Per the website the psychiatrist consultation was 95 dollars and the psychotherapist was 299. I have been billed almost 500 dollars for the psychiatrist consult and my insurance covered almost half of it. and also the same for psychotherapy. since i started my treatment I have only seen the psychiatrist for 15 minutes and never had an appointment with the psychotherapist due to being unable to schedule due to work hours conflict. I have sent several emails to the company but no response yet. In total, I have been billed almost 1000 dollars which my insurance covers almost half, and now my copay is 400 dollars for a total of 15 minutes of real treatment. I have already canceled my subscription as I am afraid I am going to get billed for other things that do not make sense and I cannot refill my meds. I am mad and frustrated with the service

  

  Business response

  11/01/2024

  Thank you for your feedback, and were sorry to anyone who did not have a positive experience with us. Brightside Healths services are considered covered by the insurance plans with which we are an in-network provider. As a result, the invoiced amount is determined by a members health plan, not by Brightside. We submit claims on a members behalf to their insurance provider, and they are charged for their portion of the cost share using the payment method on file once those claims have been processed by the insurance provider. This can be several weeks after a claim is submitted to an insurance plan. Based on a members specific insurance coverage, there may be a copay, a deductible, or coinsurance applied. We provide a good-faith estimate about any potential cost-share responsibilities that we are able to determine initially, but we always recommend a member contacts their health insurance directly to verify coverage. Brightside does offer payment options to help members fulfill their cost share obligation. We hope this helps clarify.
  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had found Brightside Medical through my insurance company website which indicated that they were in network with my insurance in May of 2024. I selected a therapist, and my online profile with Brightside indicated that I would have a $0 copay; in fact, this was shown on the same page that showed my provider, and I have included a photo of that page. I was informed by my insurance company in September that none of the services would be covered at all as the provider was not in network. Given that I started working with Brightside in May, it is extraordinary that the claims were not sent until late summer. I am a health care provider myself, and I submit claims for my clients on the day of service. Having that done, it allows my patients to know their financial obligations as soon as possible. I find that Brightside has a very misleading practice of withholding submission of claims in order to have me continue with care, all while informing me that I would have a $0 copay. Now I am faced with a nearly $2000 bill. I have contacted Brightside customer service requesting a discount or elimination of the fees, and they have responded saying that they have a contractual obligation with *********** to bill me for services billed to them. I would like to know if there is an option to eliminate the involvement of my insurance company and pay a lower fee, or if I am beholden to pay this amount.

  

  Business response

  10/21/2024

  We appreciate this being brought to our attention and have reached out directly to clarify our billing process and the amount owed. Thank you and please contact ******************************** with further questions. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried this service at the recommendation of my doctor. After declining to use this service after my first online visit, I have been unable to reach anyone and they have contiued to bill me. ***** is no place on the webite to request assistance, there is no account number and was never emailed any receipts. This is not right and want a refund.

  

  Business response

  10/21/2024

  Our *************** Team is happy to answer questions related to ones account and is available at ******************************** or ************ from Monday - Friday, 9 am to 6 pm EST. Members can also cancel their account directly within the member portal. We hope this helps clarify.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 13, 2024, I went to Brightside's website on my phone seeking telehealth care. Upon navigating to the website, it presents the option "How can we help you today" I selected the "Take a free assessment" option. I clearly indicated in my assessment that I was seeking medication for my ****. At no point during the intake was there any warning or indication that I could not receive ADHD medication. Upon completing the assessment, I was prompted to sign up for a plan and book an appointment to receive treatment which I did.Immediately upon meeting with the health provider via video calling, I was informed that we were going to end the call because they are not authorized to prescribe ADHD medication. The provider told me to reach out to Brightside for a refund and apologized stating that this happens all the time.Once I reached out to Brightside and explained the situation, they refused to issue a refund stating that it is against company policy. They stated that their website states that their providers cannot prescribe ADHD medication because it is a controlled substance. However, at no point during the intake was this information disclosed and furthermore the **** listed at the bottom of their homepage do not address the subject, it is only when you select view all **** that you can find the information. The customer support also stated that they would raise the issue of placing a warning with their development team, however, the provider stated this happens all the time so I can only assume that they have been made aware of the issue and simply do not care. Which brings me to the conclusion they are intentionally making the information difficult to find on the website so that they can nickel and dime people seeking mental health ************ resolve this issue I am seeking a full refund of my $95.

  

  Business response

  10/21/2024

  Thank you for sharing this feedback. Brightside Health only prescribes medication when appropriate and after a thorough clinical review. As a policy, we do not prescribe controlled substances, which is stated across our website. You can learn more about our prescribing process here: **************************************************************************** and the medications we prescribe here: *****************************************************.

  We do not conduct assessments for ****. However, if a member has a diagnosis of ADHD, Brightside Health psychiatric providers can offer non-stimulant medications if deemed appropriate. More information is available here: ******************************************************************;

  We hope this helps clarify. Please reach out to ******************************** if youd like to discuss further.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an appointment. I attempted to call and then opted to cancel the appointment online. I was then charged $70 for a missed appointment.

  

  Business response

  10/02/2024

  We can confirm we’ve resolved the matter raised here.

  Customer response

  10/03/2024

   
  Complaint: 22304738
  
  I am rejecting this response because: I have not received a refund or an explanation as to why I was charged AFTER my cancellation was acknowledged. 
  
  Sincerely,
  
  Mary Parker

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I discovered Brightside during my search for a telehealth provider for treating my ****. Through my research EVERY company that was unable to prescribe certain medications made it abundantly clear that they were unable to do so as this is something common in treating ADHD. I signed up for a membership and scheduled an appointment as I did not see anywhere during my sign up process that they were unable to prescribe certain medications. Apparently in one small section it was briefly listed along with a few other medication names. When I met with my provider within the first 3 minutes she advised that they would be unable to prescribe my medication and that she would cancel the meeting so it would show that it never happened. I asked her if I would still be billed either way and she said that since she cancelled it I shouldn't be charged. It took their customer service over 4 days to get back to me and said that they would not issue any kind of refund. I feel that if they are unable to do something they need to make it abundantly clear and stated especially when it comes to patients that have ****. They say in their email slogan that if you are not satisfied that they will make it right, but I have not had that experience at all. If I knew I was going to be charged for the doctors time either way I would have actually used it to ask medical questions to at least get some value out of what I was paying for.. Even if a full refund cannot be issued I feel that I should be able to receive some kind of refund since I was charged for a service that the doctor did not even provide and she was the one to say she would cancel the call. I feel very taken advantage of and feel that other people with the same condition could have this happen to them as well.

  

  Business response

  10/02/2024

  Thank you for sharing this feedback. A list of medication Brightside Health prescribes is available here: *****************************************************. We also note on our website that we do not conduct assessments for ADHD and that we do not prescribe any controlled substances (such as Adderall or *******). This information is available here: ************************************************************. We hope this helps clarify and have reached out directly to discuss further.

  Customer response

  10/03/2024

  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,
  
  **** ******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked 30 times to cancel my appointment and Brightside health refuses to cancel my appointment. I believe they are trying to collect a missed appointment fee from my by refusing to cancel my appointment. I am asking Brightside health to cancel my appointment. I have already canceled my membership.

  

  Business response

  09/06/2024

  We are always available to work with members who have specific questions about their account or would like to cancel their membership. We can confirm weve resolved this matter directly.

*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. ↩