RulaReviews of rula.com

Erica Martin = 5 stars! She’s the best & we love her. The 1 star = Rula’s platform. It horrible & is not user friendly. I worked 3 days to try to sign us up & I had to get my sister involved & our local computer store involved as well - just to upload our insurance card into a small JPG. Not an hard thing to do, but on the RULA platform … IT WAS EXTREMELY DIFFICULT!!!! Our therapist, Erica Martin hooked my husband up to a RULA representative (on the phone) to finally get us on the RULA platform. & RULA notifications for our weekly therapy sessions are sporadic …. that is why RULA gets a 1 star & if I could give a 0 star - that is what I would TRULY GIVE = 0. If it wasn’t for Erica Martin - we would have completed ditched our therapy & gone elsewhere.

I was charged today 6/25 for an appointment last Tuesday 6/18 during my appointment. I also cancelled in the portal. And cancelled via email. There’s no other way to make it more clear that this should not be billed. This is not acceptable and was billed without my permission. I expect a refund today.

I had been a regular user, weekly appointments with a therapist I had enjoyed for nearly a year, with no complaints. I lost my health insurance at the beginning of this month, which while unfortunate was expected so I made sure that my last appointment was still in the window that I had health insurance. In the month of June (month that I lost coverage) I was charged 3 times. The first two were for $5.00, my typical copay that I had assumed was due to a typical delay in charging for my appointments, billing is usually 3-7 business days post appointment. However, the final charge was for $300. THREE HUNDRED DOLLARS. After seeing this charge I immediately called Rula customer service asking for an explanation. The associate on the phone explained that was I being “back charged” for six months, worth of appointments, because I had allegedly been under charged. 20 times. I found this extremely hard to believe as I have never experienced any billing mishap that reached this ridiculous of proportions. I asked for receipts for my appointments and the $300 charge. The first associate did not send along a bill for the $300 charge. So, I called again and a second associate reiterated that it was a “back charge” for 20 missed charges. Charges that I, as a customer had no way to know existed as I enrolled in automatic billing, and no where on any receipt emailed to me was there any indication that I was somehow not paying $15. There was also no explanation that I received about an increase in cost of appointment. So, after two failed phone calls I turned to this review website as well as other review platforms to see if this is a common issue and I have found pages and pages of people in the same situation I am. I do not take any joy in posting critical reviews but I don’t know any other way to reach some sort of resolution of this issue after waiting for over for some sort of response, update or guidance from Rula staff. Additionally, while this has been happening I have received 2 separate emails encouraging me to re-enroll as a patient. Out of curiosity I followed the links in said emails and neither worked. It was absolutely bizarre.

By re training your patient support team

Website unresponsive and wont work why contact me to find a therapist if your website doesnt work?

Absolutely the worst experience with a health care provider imaginable. They do not care about you at all. Do yourself a favor and go somewhere else.

My Note for Everyone: "Rank Rula the company for a true and accurate measure of how the company works, not your therapist. What is the point of getting a quality therapist if you're going to be spending time trying to resolve a simple dispute? The time frame it took to get this resolved is truly unacceptable." Orignal Post: I am extremely disappointed with Rula's appalling customer service and unacceptable billing practices. Despite providing clear evidence that I was wrongly charged an additional $35.00 for each visit without proper notification or contact, Rula has failed to address this issue in a timely manner. My insurance company made attempts to contact Rula, but received delayed responses and was unable to reach a live person either, causing me significant financial hardship. The documentation clearly shows that I consistently paid the proper $10.00 copay during the time of service. Rula's inability to provide an explanation for the double charges is completely unacceptable. I am extremely dissatisfied with Rula's lack of response and professionalism in handling this matter. Update 6/12/2024: This is in response to Rula's stock Message. I have sent my information to Rula via Trustpilot. It is important to note that the response I received from Rula seems to be a standard message used across various platforms for this compliant. Despite this, I have not been promptly contacted by a live person from Rula who can resolve the matter. This generic message can be found on several platforms such as LinkedIn or the Better Business Bureau. I was assured multiple times by a live representative when I called their stock number that someone from Rula's billing department would call me, as well as being promised a call from a supervisor within 24 hours. However, I have not received any of these calls, and it has been 5 business days since I have been promised a call. My complaint started on 5/31/2024 and it is now 6/12/2024. My insurance company confirmed that Rula did not submit the claims to them until after I filed my complaint on June 3rd. They have no record of any claims until June 7th. My insurance also raised concerns about Rula's billing practices as Rula's stock message of 7-30 days for insurance re-processing was flagged as misleading to the insurance representative, as there is no documentation of an initial claim or any request for information for additional co-pays in my insurance system for my particular case. My insurance company has expressed strong concerns about Rula's billing practices. Billing for co-pays in advance is standard practice. However, it seems that billing and verification with the insurance company on Rula's end is not being done in a procedural manner. Additional Update 6/12/2024 14:12 PST: Rula has finally refunded my claim. I had to file complaints to Rula, themselves, my insurance company, my bank, Trustpilot, Linkedin and the Better Business Bureau. All of these companies had to reach out to Rula. A company that requires this much effort to resolve a simple error is not encouraging for doing business with, indeed. I wish my therapist would be on a different platform because she is amazing. However, Rula, the company, falls short in its mission to make mental health care work for everyone. As a person, financial and economic well-being is an integral part of mental health. As noted across multiple platforms, this is not an occasional shortcoming but a consistent falling short in this department for Rula with no improvements noted in sight. I am truly concerned that my next billing for which I have 3 that are still pending, will happen again.

The doctor was nice, but the actual service, customer service and fundamental infrastructure of the business is another shocking example of the poor health care in this country. They do not want to help you, never answer the phones, dismissive and negligent if they answer and email (once a day if you’re lucky). I hope one day these types of companies start caring about their patient again.