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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/17/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
01/19/2025
This has been resolved.Customer response
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
01/14/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
01/19/2025
We have responded to resolve this concern.Initial Complaint
01/08/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
01/19/2025
This has been resolved.Initial Complaint
01/08/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
When I resigned up they said if I immediately signed up for the maintenance plan which is what I wanted they would reimburse me because you can't sign up for maintenance plan right off the bat but I had to pause my membership do to having to move money around they said I already got charged for the maintenance plan so nothing to reimburse I'm like not according to my online bank account I have our email correspondence bit was having trouble fwd itBusiness response
01/19/2025
This has been resolved.Initial Complaint
01/06/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up, filled out a questionnaire and was assigned a therapist. I was unhappy with the credentials of assigned therapist. I did not agree to have a patient/therapist relationship with this provider. I asked them to stop my service but continue to be billed. I was forced to dispute billing. Even though I never spoke met the therapist or agreed to see her I was billed $180. They have made no effort to respond to my concerns. I would very strongly advise not only giving them financial information but against giving them personal mental health information.Business response
01/19/2025
Please ask that the individual contact our team directly at ********************************** to resolve the concern.Initial Complaint
01/04/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I canceled "subscription" last year and changed CC number. Somehow they found NEW CC number and billed again. They have NO contact phone number. Only email. I have previously complained to them about this. Get answer "it ls inproces.Business response
01/19/2025
This has been resolved.Initial Complaint
12/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was charged twice for a total of $90 for two sessions that I never received from Better Help. I contacted them and was told that billing is done in advance of sessions and you get charged whether you use the sessions or not. I told them I do not want the sessions anymore and want my money back.Business response
01/02/2025
This has been resolved.Customer response
01/02/2025
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,
***** MikolajczyykInitial Complaint
12/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 2024, we canceled our membership for counseling due to poor service and also transferred our care to another practitioner to a different office not associated with Better Help.We canceled online on June 2024 and Better Help online system did NOT honor and process our online cancellation, after explicitly explaining that we are unhappy with their services and the quality of the therapy received. Better help fraudulently continued our online membership and continued to bill us monthly for $360 for services we are NOT receiving and that is illegal. To date, after two (2) more online cancellations on our part, one in October/November 2024 and again today, December 18, 2024, Better Help continues to fraudulently and unethically charging our credit card **** ending in 0494 for the amount of $360 each month totaling to $1,800 of charges we did NOT authorize and after canceling online three times. We want our refund today, asap, and urgently refunded back to our ***** card ending in 0494 for the amount of $1,800.00. We have supplied an attached PDF document of the ************* charges and these charges are NOT associated with any services performed, repeat, NO services NO sessions are logged or NOT performed at all with these charges therefore these charges were stolen from our credit card by Better Help.Business response
12/21/2024
Our team responded to this individual to resolve the concern.Initial Complaint
12/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been charged $300 a month after cancelling at the end of May. I have not had this serious issue addressed by Better Help.Business response
12/21/2024
Please ask that they contact us directly at ********************************** to resolve the concern.Initial Complaint
12/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I DO NOT recommend betterhelp. I put my card on file for a one time session and it charged my card for several months that were never used. You cant reach a person to talk to about it and have sent about 25 emails but all of the emails have not helped get my refund at all because I dont have the original card and my email address I was using no longer exists. They are just simply sitting on about ***** of my money and are refusing to refund it.Business response
12/21/2024
Please ask that the individual contact us directly, using the email address associated with this complaint, for our team to review further.
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Get a QuoteCustomer Complaints Summary
431 total complaints in the last 3 years.
111 complaints closed in the last 12 months.
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