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Business Profile

Psychologist Referral Service

BetterHelp
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 414 total complaints in the last 3 years.
  • 105 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    BetterHelp advertises that they provide mental therapy. While that may be true in some cases, they do not have the correct vetting practice in place to deliver what they promise. As a new client, they require payment in advance before a patient even meets a therapist. They take an enormous deposit and assume that the patient will be matched with a therapist that is responsible, likable and good at what they do. I have had two interactions with BetterHelp therapy and they were irresponsible and unprofessional. I waited two weeks for my therapy appointment. The therapist was 10 minutes late to my first appointment and she was lying on her couch. The unprofessionalism made it completely impossible for me to even begin on a journey of self-help. BetterHelp has made my mental health state worse, has now delayed my treatments as I need to find a trusted therapist, and they charged me for it! They charged me $328 for NOTHING but more mental issues to deal with. They are preying on those that actually need help. Something needs to be done about oversight to protect those that are mentally vulnerable.

    Business Response

    Date: 03/14/2025

    The concern has been resolved. 

    Customer Answer

    Date: 03/15/2025

     
    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

    Date:02/18/2025

    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.
    Joined BetterHelp in December. Contacted them I have been unable to schedule a time with my therapist and they paused my account. They told me they would notify me when my account was unpaused. Never received notification. Tried using the application later and could not narrow down a time to schedule a therapy appointment. Went on today to contact my therapist and noticed I was charged for a $300 renewal. I have used ZER0 therapy sessions and have been charged $600. Tried contacting BetterHelp and have not been contacted back. Just want my money back since this is not an ideal to be changed for a service I havent received any therapy from.

    Business Response

    Date: 03/09/2025

    This has been resolved. 

  • Initial Complaint

    Date:02/07/2025

    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.
    We have been billed by two Better Help services several times for services not received. The first is Better Help therapy sessions for one person, and the second is Better Help couples therapy sessions. This has happened before and in fact I cancelled the service for couples counseling after being billed for services that never happened. Now, the individual therapy service has billed us $988 on 1/15/25 for services that have never happened. The same thing has happened with the couples therapy service - we were billed $320 on 2/4/25 for services that never happened. I am not one to trust everything I might see on the internet, but complaints about Better Help billing practices are far from rare. They can't all have been made up as many of the complaints sound so very similar to exactly what I went through.

    Business Response

    Date: 02/08/2025

    Please ask that the individual who owns the account contact us directly at ************************************************************. 

  • Initial Complaint

    Date:01/23/2025

    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.
    Betterhelp's failure to employ any agent to deal with its own technical difficulties, that is, Betterhelp failed to send me my two-factor authentication code via text, email, or call, made me miss my session during a time that I really needed it. On top of that, Betterhelp charged me a no-show fee for this missed appointment.

    Business Response

    Date: 02/08/2025

    Our team responded to the concern within four hours of receipt. If the concern has not been resolved, please ask that they respond and our team can further review. 

  • Initial Complaint

    Date:01/22/2025

    Type:Product 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.
    Refund of service didn't receive charges ****** monthly. They continue to charge after they said they couldn't help me

    Business Response

    Date: 02/08/2025

    This has been resolved. 

  • Initial Complaint

    Date:01/20/2025

    Type:Product 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 used to use BetterHelp years ago, but haven't in a long time. I got a notification on my iPhone that my BetterHelp password was in a data breach so logged onto the site to change it. A day later I got an email that I was matched with a therapist, which was odd since I hadn't signed up for therapy again. So I logged on to find that I'd been signed up for a brand new membership, a very old intro greeting was sent to a new therapist, and I was charged $260 (despite the card on file being expired). I was shocked, and immediately sent an email requesting a refund and to have my account info purged to prevent future tampering or tech errors since I have no idea how this happened. I received a ***ly that it would take up to two business days to hear back, so I located a phone number by googling (it was not readily available on the Contact page) and called ************. After taking down all my information, the ***resentative informed me that he couldn't help and it would take 1-2 business days to hear back from someone about my situation. Given the gravity of the error, the amount charged, and how insecure my information seems to be in their hands, I found this unsatisfactory. It should not be impossible to reach a customer service *** who can fix a billing/membership error during business hours.

    Business Response

    Date: 02/08/2025

    We do not show record of this individual contacting our team, under the email address used to file the complaint. Our team responds within 24 hrs, if not sooner. If the concern has not been resolved, please ask that the individual contact us, with the email address associated with their BetterHelp account, at ************************************************************. 

  • Initial Complaint

    Date:01/19/2025

    Type:Order 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.
    This business isn't for helping people in need it's a subscription based service. Your opinions and what are actually your problems don't matter. The only thing that you'll learn from this company is how to help line the pockets of betterhelp stakeholders and it's investors. Something about taking advantage of the vulnerability of people in need of real mental health professionals.

    Business Response

    Date: 02/08/2025

    We're unable to locate a member of our service. If this is a member concern, please ask that they contact us at ************************************************************. 

  • Initial Complaint

    Date:01/17/2025

    Type:Product Issues
    Status:
    Resolved
    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 for TeenCounseling, which is Better Health for my teen to have video therapy sessions. The payments are auto-pay, billed for a full month in advance. I have been billed 2 times, for a total of $640 and my teen has had ZERO sessions with the therapist. First, I scheduled a session for the therapist to meet with my child. After it was scheduled, the therapist stated the first session is with me, not my child, so I had to reschedule. The therapist canceled the session due to 'family emergency'. I rescheduled, the therapist cancelled the next session, due 'to covid.' The therapist has been unresponsive and the billing month ended with no sessions held. Then a new month was then billed. I reached out to their contact help email and advised we have had zero sessions and billed for 2 months, and requested a refund. Then, I was told they will not refund me. I asked for a refund and cancellation of services again and they responded that they were extending my time to meet with the therapist by another 4 weeks. Even with 4 weeks added, I was owed 8 sessions at this point. We could not get 8 sessions in, given the therapist is only available one day a week. I, again, multiple times through chat, email and any service method I could find, have asked for a full refund and cancellation of services. I have advised to them that I would be filing a complaint with the BBB. I just want the refund for serviced that were never rendered and a cancelation of this account.

    Business Response

    Date: 01/19/2025

    This has been resolved. 

    Customer Answer

    Date: 01/19/2025

     
    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

    Date:01/14/2025

    Type:Sales and Advertising 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 created an account with ****************** with the intention of beginning therapy appointments after my schedule cleared up and I had time to devote to therapy. I have not received any services from BetterHelp or started therapy appointments with a provider but yet I have been charged a total of $195. I reached out to BetterHelp to request a refund since I hadnt received any services from them yet and wouldnt be in a position to start therapy for a few more weeks. The person I spoke to didnt even acknowledge the refund request but offered a 2 week extension to pause my account. This doesnt resolve anything, I have paid $195 for zero services. I want a full refund and I will be canceling my account with ********************** and going with someone else that doesnt scam their customers out of their money and claim theyre supporting their customers mental health while doing it.

    Business Response

    Date: 01/19/2025

    We have responded to resolve this concern. 

  • Initial Complaint

    Date:01/08/2025

    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.
    The company charged me ****** per week whether or not I used the service but I thought they would charge only if you had a session with the therapist and they say they will continue to charge till the end of the month even though I have discontinued the sessions.

    Business Response

    Date: 01/19/2025

    This has been resolved. 

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