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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Better Help is advertising my business as a part of their network. I am receiving calls from people in different states looking for therapy because better help has somehow included my name and credentials in their advertising. I would like my information removed from their website.Business response
06/14/2024
Please contact our team directly at ********************************** for support.Initial Complaint
05/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
i was going to use this company for therapy but canceled on may 23 2024 and was still charged and continued to be charged for itBusiness response
06/07/2024
This has since been refunded.Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I subscribed to services in the morning of may 16th and cancelled early evening. They charged me anyway for320$. I received no sevises and cancelled the appt the same day. There is no number to contact them and Ive written several messages but to no avail. I contacted my credit card company to file a complaintBusiness response
06/01/2024
This has been resolved.Initial Complaint
05/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Will not refund my money, spent days giving me the runaround over email to prevent me from getting my money back when I clearly asked for a refund immediately when I saw the unexpected recurring charge.Business response
05/14/2024
Our team has responded to the individual to resolve the concern.Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am highly disappointed with this company and service (if you can call it that)., i demanded a FULL refund and will be canceling my account. i have had many issues and am very disappointed. From no intake to find me to a good match, to being stuck in menus to being unable to do video to being matched again without any discussion. One therapist could not handle my topics, another did only online chat? i am not paying good money for online chat.. I am also unhappy that i could not speak to someone and provided my phone number asked them to call me and they do email only, That is baloney!. On ****** maps i found the Phone Number for The Mt. View location, so why can't i get a call?. I will be calling them tomorrow. I want a full refund and i am thinking about a yelp review. (it will not be positive) this frustrated me more then i can say. ******Business response
05/14/2024
This has been resolved.Customer response
05/14/2024
Complaint: 21692597
I am rejecting this response because:This response feels like i had my money thrown back in my face and you said "get out of my store". While i wanted my funds returned and they were, I had to send multiple emails to accomplish this. The company responses take a canned responses with their apologies in order to come off looking good and failing to give me the respect of voicing my frustrations to some one at the company. I spent time and effort trying to make this work and the utter failure of an actual person talking to me is a failure to properly address the issue, which could only help in improving their product. The level of customer service in this country has deteriorated to canned emails. What happened to having a way to discuss issues vice just washing your hands of it and walking away! BBB asked what i wanted and i stated that i wanted my money returned and an opportunity to talk to someone at the company. so in my mind it is half resolved. I was refunded and am pleased with that. I do not expect the company to have any other response and will not hold my breath waiting for one. I had the conviction to offer my thoughts and gave my phone number to them to discuss it. i even offered a chance to meet as I live in the area. The object of the company seems to make money and not offer the help they advertise. At the very least this company should consider changing their name because this experience was most definitely not a "better help."
******************************
Sincerely,
***************************Business response
06/01/2024
This has been resolved.Customer response
06/06/2024
Complaint: 21692597
I am rejecting this response because:I am unhappy that i could not speak to someone and provided my phone number asked them to call me. "This matter has been resolved" is a fallacy as i still have not received a call!. On ****** maps i found the Phone Number for The MT. View Location, so why can't i get a call?. I will continue to reject the company's assertion that the matter is resolved till I do. It is a matter of respect and they have proven so far that have none for me or their customers in general.
******
Sincerely,
***************************Initial Complaint
05/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I cancelled my account in January. They keep charging me. It is now April and I see another charge on my account.I keep cancelling on their website. It shows cancelled. When I go back in days later, the account is reactivated.I put a block on my credit card for this vendor but want my money back. (****** dollars) for 3 months of charges.Business response
05/06/2024
We cannot confirm any account details with the email address provided.Initial Complaint
05/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Signed up to talk to a betterhelp psychologist last week of March 2024. I was assigned a good psychologist ***********************. The first 2 weeks we had 1 video appointment each week, and texted once or twice a day. Then in April per my request we increased to video meetings 2x a week as I struggled to learn to improve my mental health. ************** was good and we were working hard. This week I had a video session on Tuesday March 30th and signed up for another with him for Friday May 3rd for 3:50 p.m. On Wednesday I signed into the app to a message saying my Friday appointment was canceled and that Dr. *********************** was no longer with Betterhelp. No explanation, no referral, just he is no more. This has set me way back. I want to know what happened. Your Dr. disappearing mid treatment is devastating. This is serious as can be. Betterhelp has proven to be nothing more than than unserious in the treatment of mental health. I'm devastated. I want all my money back so I can find real therapy to help undo this unacceptable and dangerous action betterhelp.com has perpetrated.Business response
05/06/2024
This concern has been resolved.Customer response
05/08/2024
Complaint: 21665014
I am rejecting this response because: I want to know why Dr. *********************** was let go or told to resign. Does Betterhelp monitor and record video sessions and text messages between clients and psychologists? Why abandonment with no communication directly to me? No referral for a mental health practitioner to continue therapy. Is betterhelp only existing to profit off of paying clients? Ignore the mental health of human clients if the Dr. crosses ethical boundaries. Fire the Dr. who violated policies to eliminate betterhelps responsibilities.It's costing me greatly to recover from this, both monetarily and mentally. Betterhelp is complicit in not protecting my illness as well as ****************** other clients. This isn't just a "my package didn't arrive as promised" situation, but a continuous health care situation that was abandoned without referral or explanation.
Sincerely,
*********************Business response
05/14/2024
If the individual requires additional support, please ask that they follow up directly with our team at **********************************.Customer response
05/16/2024
Complaint: 21665014
I am rejecting this response because:
Sincerely,
*********************Business response
06/01/2024
Our team has asked that the individual contact us from the email address associated with the account to resolve the concern.Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They Bill $360 a month and youre supposed to get four sessions Our therapist was not available and we could not book with her because she was too busy and then she was out for medical reasons but they kept billing me and we werent getting the sessions so I tried to contact them but they have no phone numbers. I had to cancel my account so they wont continue to bill me every single month and not get my sessions. It is a complete scam because they wont call anyone. They wont respond to my emails. *** tried to reach out to them a dozen times to get a refund for the $360 that we did not spend, four sessions and I have proof of all of thatBusiness response
05/14/2024
Our team has responded to the individual to resolve the concern. We have requested more information to assist with the process.Customer response
05/15/2024
Complaint: 21658585
I am rejecting this response because:I have emailed them a dozen times and they keep coming back and saying that they dont have an account for me. Of course they dont because I canceled my account because they kept billing me without giving me my sessions. My next step would be to hire an attorney improve that they never gave me my four sessions, they cannot prove that we were even there because it was on zoom so it should be trackable. Theres no evidence that they can provide showing that we were on the zoom call. This company is a scam and Im not going to let up I want my money back. They fully have my account information. They act like they dont know who I am every time I email them. Email is ********************* for my account
Sincerely,
***********************Business response
06/01/2024
Our team has asked for more information to resolve the concern.Customer response
06/07/2024
Complaint: 21658585
I am rejecting this response because: There is nothing more to provide. I know they are playing games and trying to prolong this so I will give up but i wont give up till I get my $360 back. We never got our counseling sessions and I am due my money back. I will NOT give up or go away. They took my money and never provided me the service. The better question is can they provide me proof they gave me 8 counseling sessions when I only had 4? I paid for 8 because they took the money but then never delivered.
Sincerely,
***********************Business response
06/15/2024
We have requested the appropriate information to resolve the concern. We have not been provided with the information to locate the account within our system. We are unable to resolve a concern without the requested information. We have asked the individual to respond with the requested information on both April 10th and May 5th. They did not respond with the requested information that we need to help resolve their concern.Customer response
06/18/2024
Complaint: 21658585
I am rejecting this response because:
I have an account but no longer because I canceled it so thats why youre trying to tell me you cant find an account. Ive been going round and round for months with you telling me you cant find my accounthere is all the information you need to find our account that we closed so you would stop billing me.
daughter who was getting counseling
******************;
my Name
************************;
My old email which I guess is the only way you can locate an account ********************** I have a lot of emails from you there ******************************
i do not use this email anymore
My new email ********************************Phones ************ or ************
I will not stop till I gutter my money back I am a single mom and cant just throw away money. I will not stop till I get a refund. My next stop is the magistrates office to *** for my money
Sincerely,
***********************Business response
06/24/2024
The individual will need to respond to our questions to locate the account. This information has been sought in our correspondence. We ask that they reply to the request to resolve the concern.Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for Better Help through their app on 4/4/2024. They charge $90/week, billed monthly. Took well over a week to assign a therapist, and get a session scheduled for approximately the 3rd week of membership. While attempting to connect with the therapist through the app (on an iPad Pro, with all software current, app version updated), was unable to connect with the therapist. Attempted same on different platforms but was unable to log in or access over the course of more than 20 minutes. I have emailed, I have contacted them via form on the website. I have called. I receive from responses with no follow up. The phone number is serviced by a third party that can only take a note. There is zero progress toward resolution. Zero confirmation that they've received my complaint, are handling my refund, or will close my account and cease charges. I have contacted my HSA provider to dispute the charge--they're also unable to reach the company directly in any way. SCAM.Business response
05/09/2024
Please ask that they email us directly at *********************************** We are unable to locate any contact using the email address provided.Initial Complaint
04/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charges withdrawn from my account for services. I did not receive therapist was not available for three weeks. I was charged $1016 when it should be 455.Business response
05/08/2024
Our team did respond to the member on April 29th - please ask that they respond directly to our communication if the concern is not resolved.
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Customer Complaints Summary
430 total complaints in the last 3 years.
123 complaints closed in the last 12 months.