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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
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company took my credit card information and provided me with zero service for my teenage daughter. However they charge me 200 to almost 300 dollars weekly for service that I am not getting. They would not talk to us over the phone without furnishing the cc info. Now, they are using it with out permission. There will be no record found of any services rendered to my family.
Business response
06/15/2024
Our team has responded to this individual and we're waiting for their reply to resolve the concern.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
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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Get a QuoteCustomer Complaints Summary
436 total complaints in the last 3 years.
133 complaints closed in the last 12 months.