Roots Behavioral Health

I had a 9 AM virtual appt with Emma Hovey and never received a telehealth link via text or email as usual. I waited, thinking she was late. At 9:35, I called and was told I missed the appt and had to reschedule. I explained I never got the link, had already been charged, and was waiting by my phone. I was then told the link is “a courtesy” and that I should have accessed it via the portal—something I was never instructed to do. I’ve used telehealth with them for a year, across portal and number changes, and never had this issue. When I asked for a refund, I was told a request would be made and someone would call me—just like when I tried switching providers and had to call three times to get a response. Charging for an appointment that your doctor missed is no okay. I’m on brain chemical-altering meds and need consistent appts, not to be gaslit when my doctor is late.