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Business Profile

Counseling

ReGain

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Counseling.

Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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 attempted to communicate with this team to schedule the appropriate therapy that I have been asking for months, but they chose to neglect my need, as well as my partners need for care. They have chosen to be neglectful via email, and when asking for a refund because they did not provide our care, they did not refund it to my card, so Ive been asking to have them rectify that issue, and they refused to respond now. A **************** they are also showing gross negligence.

  • Initial Complaint

    Date:03/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been charged weekly for this product however when I attempt to use the services it is completely booked out and I am unable to use the weeks I paid for

  • Initial Complaint

    Date:01/14/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    To Whom It May Concern,I am writing to file a formal complaint against Regain regarding their refusal or failure to address my requests for a refund for unused therapy sessions under their subscription plan. Despite multiple attempts to communicate with their customer service team, I have not received a satisfactory resolution.On 01/14/25 I contacted Regain customer service via email with the following message:Dear Regain Team,I recently purchased a $90-per-week subscription that includes a weekly therapy session. Due to my partners and my busy schedules, we were unable to use the sessions we paid for. I would like to understand what happens to unused sessions if I cancel my membership. Specifically, will they be refunded, carried over, or forfeited? Please provide clarification.I received no clear answer or resolution to this question.On 01/14/25, I followed up with another email:Dear Regain Team,I am requesting a refund for the unused sessions left in my current billing cycle. Since my partner and I cannot utilize these sessions, I kindly ask for a refund of the services we paid for but will not be able to use. Please let me know what further information you require to process this request.Despite these communications, Regain has not provided a clear response or resolution regarding my unused sessions. The lack of transparency and customer support is deeply disappointing, particularly given the sensitive nature of the services they provide.I am seeking the Better Business Bureaus assistance in resolving this matter. My desired resolution is a full refund for the unused sessions that I have paid for under my current billing cycle.I have attached copies of my correspondence with Regain to this letter for your review.Thank you for your time and support in addressing this matter. Please feel free to contact me if you require additional information.

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    So, let me tell you about this crazy situation I found myself in. I had invested a significant amount of money in this company, thinking it would be a great opportunity to make some extra cash. But then things took a turn for the worse, and suddenly I couldn't withdraw my funds and they could not give me a reasonable reason for that other than asking for my personal information which is kinda weird. I was freaking out, until a friend recommended ULTIMATE RECOVERY FIRM and their remarkable team to help me out. Let me tell you, they were lifesavers! They worked tirelessly to retrieve my money from the company, and after some back and forth, I finally got it back. I can't thank them enough for their expertise and persistence in getting me what was rightfully mine. It was definitely a ****** learned about doing thorough research before investing in anything, that's for sure! You can contact them via email: ************************************************** WhatsApp: **************

  • Initial Complaint

    Date:01/07/2025

    Type:Product Issues
    Status:
    Unanswered
    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 had signed up for the ********** and has never even talked to a therapist from them. In fact I thought I had cancelled a long time ago, yet it almost seems like they purposely make the cancellation process difficult and hard to understand.Somehow they have charged me $340 per month FOR 4 MONTHS! That's a lot of money for someone who is already going through a hard time and trying to get better mentally. They use the name "Regain" instead of "BetterHelp" when charging you, so please ********* does not seem like honest business practice when they can charge you so much for a service you have never used. I have sent them an email to try to get a refund, and hopefully they will see the error and correct it.

  • Initial Complaint

    Date:01/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My wife and I have been trying to connect with a therapist through Regain since December 2, 2024. We were initially matched with somebody and our therapist was unmatched less than 24 hours before our scheduled to visit with her. We waited 72 hours and called/emailed before being matched with somebody else last night while we were sleeping. Directly after the match notification came through there was a scheduled appointment with them that I did not make. I went to look at the app today after I noticed all of the notifications so I called them to be told they could leave another message and someone would reach out. I want a refund for my unused month of paid therapy! I havent even talked to a therapist yet and wont be after all of this unmatching and random scheduling!

  • Initial Complaint

    Date:11/26/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 signed up originally for marriage counseling through their program for **********. The way it was presented was that you were paying for sessions up front not a monthly charge. Now I have two additional charges for service I did not receive. I initially paid for 4 sessions and when I'm looking at my credit card statement it says I was charged for an additional 8 without me ever using those 8. Very misleading

  • Initial Complaint

    Date:09/27/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    My wife joined this service and was put in touch with a therapist. We pay 80 a week and get one therapy session. My wife's therapist was going on vacation for a week and had no appointments available and didn't tell my wife until the last minute. When my wife contacted this company about getting a rain check for the missed week they made some statement about if asked in advance, well she had no advance warning from her therapist. So in short they are going to steal 80 dollars from us for NO services rendered. We would like a $80 refund or a credit for the unavailability of the therapists.

  • Initial Complaint

    Date:07/25/2024

    Type:Billing Issues
    Status:
    Answered
    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 weekly for therapy sessions through an automatic billing service. I kept being charged despite not being seen by the therapist. When I froze the automatic payments I lost the ability to communicate with the therapist and Im still owed my money or two more therapy sessions. The company hasnt put me in touch with a representative to solve this issue.

    Business Response

    Date: 08/04/2024

    Please ask that they contact us at ********************** to resolve the concern. 

  • Initial Complaint

    Date:06/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 looking for marriage counseling and stumbled upon the Regain.The offering on the main page said it would be 65 per week, and I could cancel anytime. I wanted first to register and see what they offer and what kind of therapists they offer. When I signed up, I was immediately charged for all four weeks. I canceled my membership immediately because they did not notify me that I would be paying for the entire month right away before even seeing what therapists were available. After I canceled my account(within 5 minutes of opening), I contacted the customer support team to request a refund as I wouldn't be using any services. I canceled my account right away before they even connected me to the therapist. I never received a callback or reply from customer service. I would like to get a full refund for all the inconvenience.

    Business Response

    Date: 07/13/2024

    Please ask that they contact us directly at ********************** to resolve the concern. 

ReGain is NOT a BBB Accredited Business.

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