ComplaintsforHinge Health
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Complaint Details
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Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Complaint number: ******** I was banned from hinge in June 2024 with no explanation. I still dont know what I did and was never given any documentation about any complaint about what I did. On this app, from what I have researched, someone can just report a person for anything. I didnt do anything wrong and if I did I would like to know what it was. Someone I know who doesnt like me could have just reported me and then I get banned. I believe in due process. Innocent until proven guilty. Well, I was never proven guilty. I would like to be able to use this app because its the best dating app I have ever used. My mental health has gotten a lot worse since this happened. My therapist is concerned. I have severe social anxiety disorder and I am sober. I dont go to bars to meet women, and even if I did, I would be too self conscious to approach any. This is why hinge was ideal for someone like me. I pray that I will be able to use this app again, and if I did something wrong Id like to know what it even was. Thank you for listening. *****Business response
10/10/2024
Upon further review, we were unable to find any account associated to the contact information provided and believe that the complaint is in reference to the dating app- Hinge vs our services with ********* Hinge Health. If this is not the case, please reach out to us at ********************************************************* for individualized assistance. Were here to support you and always happy to help.Customer response
10/11/2024
Better Business Bureau:
This was supposed to be for hinge *** (the dating app).Initial Complaint
09/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hinge has banned me for apparently no reason. I have appealed but have not heard back. I feel that I was wrongfully ********* phone number and email attached to this complain are the same ones I used for my hinge profile. I am hoping to be unbanned and my account reinstated.Kindly,**** ******Business response
09/23/2024
Upon further review, we were unable to find any account associated to the contact information provided and believe that the complaint is in reference to the dating app- Hinge vs our services with ********* Hinge Health. If this is not the case, please reach out to us at ******************************* for individualized assistance. Were here to support you and always happy to help.Initial Complaint
04/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
As I remember, I filled out a questionnaire and answered questions for hinge health. The next thing I know, they send some kit, not ordered by me. I will return the kit immediately. It is brand new and in used. Since then, hinge charged my insurance company exorbitant amounts of money for said kit. I call them predatory. I have reached out to my insurance company as well.Business response
09/23/2024
Thank you for sharing your feedback, we apologize for any confusion! Our programs are made available through partnerships with employers and benefit funds who agree to cover the full cost of the program for eligible members. Once an application has been submitted and reviewed, eligible members are then enrolled into the program that best suites their needs. The subscription provides access to the Hinge Health app, support from a care team (Health Coach and Physical Therapist) and any program materials provided to help complete the exercise therapy sessions. At this time we are not able to accept the return of any kits that have been sent out. You are welcome to keep the kit or gift the items to a friend or family member. If you have any questions or concerns about our enrollment process and/or billing process, we encourage you to reach out to our support team at ******************************* for individualized support.Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I REQUEST TO THIS COMPANY TO SUPPRESS/DELETE (FROM MARKETING LIST) AND STOP SENDING INVITATIONS I DON'T NEED THIS SERVICE AND I DON'T PLANNING TO USED IT.Business response
09/23/2024
We would be happy to honor this request!
Because Hinge Health is a benefit that is provided through your employer's health plan can you confirm the following to ensure that we are removing the correct person from our list?
- Name of Employer
Once have this, we will gladly provide a confirmation that you have been successfully removed from our do not contact list.
Thank you!
Initial Complaint
09/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
received an invitation via **** mail to enroll into the program and get a complimentary yoga mat. Once you joined, and waiting for yoga mat, I contacted Hinge Health and now she said only LTC enrollment can get it. The invitation mail disclose nothing, just only join the program. This is lying to people and scam to get you enrolled.Business response
10/08/2022
We'd like to apologize for any confusion that you experienced with our recent communications. The supplemental equipment (i.e., Yoga Mat) is only provided if you are enrolled in Hinge Hinge programs where a yoga mat would be particularly useful, such as our chronic program, which focuses on long term care. You are currently enrolled in our acute program, which focuses on short term care and is supported by a closer relationship with your Hinge Health Physical Therapist; this program is not currently supplied with any additional equipment. As a participant in our acute program you can schedule visits with a Doctor of Physical Therapy who will work with you to create your Care Plan and who you can reach out to whenever you need. At Hinge Health, we truly value the caliber of our Doctors of Physical Therapy and believe that the patient/provider relationship is the most important aspect of this program.
We continue to look forward to serving you with your MSK needs. Please let us know if you have any other questions.Customer response
10/10/2022
Complaint: 18058182
I am rejecting this response because: the flyer sent to my house did not indicate what type of pain I need to get yoga mat, ONLY said simple enrolled to the program. The staff did tell me it was an error on the flyer and they should still honor and send me my yoga mat!!
Sincerely,
***********************************Business response
10/14/2022
Thank you for your continued feedback on this situation. We are committed to helping you with your MSK needs and in support of that we will have a Yoga mat sent to you. Because you have requested that we delete your information from our systems we will leverage the contact information you shared with the Better Business Bureau. In the future, if you would like to re enroll in the program, please reach out to us and we will process the request.
Thank you and please let us know if you have any additional questions.
Hinge Health Support TeamCustomer response
10/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
09/20/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I received a letter from Hinge Health (in conjunction with my employer) on September 14, 2022. The letter stated that if you joined now, you would get a free yoga mat. I used the provided QR code and followed the steps, but was never prompted about getting a yoga mat. I saw that Hinge had an email customer care, so I sent them an email that night, on 9/14/22. The response I got back is as stated:Hi,Thank you for reaching out to us. We'd like to apologize for any confusion that was caused by incorrect information sent to our members. You may have been sent marketing material that did not disclose that supplemental equipment is only provided if you are enrolled into a specific program, Hinge Health's chronic program, which focuses on long term care.You are currently enrolled in our acute program, which focuses on short term care and is not supplied with any additional equipment. The benefit of the acute program is that you have direct access to a Doctor of Physical Therapy who will work with you to create your Care Plan and who you can reach out to whenever you need. At Hinge Health, we truly value the caliber of our Doctors of Physical Therapy and believe that the patient/provider relationship is the most important aspect of our program.We apologize again for the miscommunication and are working hard to create clearer marketing materials that indicate which members will receive a yoga mat. Please let us know if you have any other questions.Best,Hinge Health Support.After that email, I asked since they made an obvious error, to please just make it right and make an exception to still send me a yoga mat. In my messages I was very clear I would have NOT joined if they had not done the promotion. They emailed back and told me no. They are false advertising and getting sign-*** for their program while not honoring their commitments.Business response
10/08/2022
We'd like to apologize for any confusion that you experienced with our recent communications. The supplemental equipment (i.e., Yoga Mat) is only provided if you are enrolled in Hinge Hinge programs where a yoga mat would be particularly useful, such as our chronic program, which focuses on long term care. You are currently enrolled in our acute program, which focuses on short term care and is supported by a closer relationship with your Hinge Health Physical Therapist; this program is not currently supplied with any additional equipment. As a participant in our acute program you can schedule visits with a Doctor of Physical Therapy who will work with you to create your Care Plan and who you can reach out to whenever you need. At Hinge Health, we truly value the caliber of our Doctors of Physical Therapy and believe that the patient/provider relationship is the most important aspect of this program.
We continue to look forward to serving you with your MSK needs. Please let us know if you have any other questions.Customer response
10/08/2022
Complaint: 18054522
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
07/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Greetings, I received a mailing, offering free physical therapy and a free health coach at home with no charge to the patient. This was basically a stretching app with no professional diagnosis and little to no interaction with a human. There was no charge to me, but the amount charged to ****************** Blue Shield is obscene. They charged $1,800 and they put the following info into my health insurance claim "Qualified Nonphysician Health Care Professional Online Digital ********************************** For An Established Patient, For Up To 7 Days, Cumulative Time During The 7 Days; 21 Or More Minutes.They never performed a digital evaluation. They treated me for sciatic pain when I had an IT band injury. This was a basic stretching app that should have cost $100 for the year to subscribe to. This company belongs on 60 minutes or 20/20 for fleecing the health insurance companies.Business response
07/28/2022
Hello,
We understand that you have concerns in regard to the billing of our program. Before we offer more information, we want to first apologize for any inconvenience or confusion this may have caused.The Hinge Health programs typically includes the Hinge Health kit, our exercise therapy app, and access to a personal Health Coach and Physical Therapist. Unlike a traditional healthcare provider, our programs are offered as an additional employee benefit. The employers who partner with us agree to cover the full cost of any of their plan members who decide to enroll in our programs at the rate we have negotiated with each plan. In order to do so, they often require us to submit a claim on your behalf to your insurance company, however this cost does not affect your insurance benefits, including deductible, copay, coinsurance, or limits.
If you have any further questions or would like to discuss further over the phone, please give us a call at *************. We are available Monday to Friday from 6am to 6pm PST.
Best,
Hinge Health
Customer response
07/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Customer Complaints Summary
7 total complaints in the last 3 years.
4 complaints closed in the last 12 months.