Complaints

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.

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Good Day, I recently purchased a monthly subscription to advertise my practice. I filled out all of the information and promptly responded to all emails. However, 1 week later, I find that my listing has not been posted, despite following all instructions carefully. I would like a full refund for the $60.64 CAD (***** US) I have spent. The $60.64 was for 4 week of advertisement on their site, but 1 full week has gone by without any service being provided. The customer service phone number goes to no one and I am getting no responses for my emails, from billing, technical, or account support, despite having issues in all of these areas. I have attempted to contact them through every email I could find, but no replies. Their customer service department is non-existent. This is unbelievably unprofessional. Please send the refund to ***** ********* as soon as you receive this request. Payment Date: 01/14/2025 Transaction ID: ********* Amount:$*****

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On 12/3/2024 my **** was charged $443- for a one year subscription to their platform. As I no longer need the platform, I tried to cancel the subscription online. When that did not work I have telephoned them three times and left messages to please cancel my subscription and credit my credit card. They never get back to me. Its very disheartening. I only want my money returned. And I want off the platform.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am filing this complaint regarding persistent unauthorized charges to my credit card by GoodTherapy.org despite repeated attempts over several months to have these charges stopped and my account fully canceled.Summary of the Issue:I initially contacted GoodTherapy.org to cancel my account and stop recurring charges. Despite my efforts, charges have continued to appear on my business credit card for September, October, November, and December 2024.I have repeatedly provided the information *********** requested to resolve this issue, including potential email addresses associated with the account and the last four digits of the credit card on file.I have also submitted screenshots of the unauthorized charges to assist their investigation, but no resolution has been provided, and the charges ***************** Response:In my correspondence with GoodTherapy.org, I was informed by their representative, *********, that no active account exists under the emails or card numbers I provided. However, this does not explain the recurring charges that are still being debited from my account monthly.Resolution Sought:I request the following:That all recurring billing be permanently stopped immediately.That GoodTherapy.org issue a refund for all unauthorized charges made to my credit card in 2024.That the business confirm in writing that my account is fully canceled and that no further charges will occur.This ongoing issue has caused me significant inconvenience and frustration. I have given the business ample opportunity to resolve this matter but have not received a satisfactory resolution. Therefore, I am escalating this complaint to the BBB in hopes of facilitating a ****************** Information:Please contact me at ************ or ************************* for further details or documentation as needed.

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a subscription to be in this online directory. I paid for 1 month then canceled my subscription about a week ago and removed my payment details and yesterday they charged me for another month.**** organization has a reputation for this sort of practice

  Business Response

  Date: 11/13/2024

  
  
  Dear BBB
  

  After reviewing the information provided, we were initially unable to locate the client using the email address given. However, we were eventually able to trace the client using their name.
  
  The refund was since processed on the same day the client emailed us, however, refunds typically take some time to reflect on credit card accounts, the client has been informed. The client has also acknowledged this in a positive email response, confirming their satisfaction with the resolution.
  
  We hope this information is helpful and clarifies the situation. If you need any further details or have additional questions, please don't hesitate to reach out.
  
  Thank you for your understanding and support.
  
  Best regards,  

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a service but the website seems to be a scam. They charged my credit card and I can't get hold of anyone

  Business Response

  Date: 10/10/2024

  
  Dear BBB Team,
  
  Thank you for reaching out. We appreciate your communication regarding the recent client complaint.
  
  We will like to inform you that the client was responded to on the same morning she sent her email. We guided her on how to log into her profile, and we are pleased to confirm that her profile was activated within 24 hours, in accordance with our sign-up agreement.
  
  If you have any further questions or need additional information, please feel free to reach out.
  
  Best regards,  
  GoodTherapy Support

• Initial Complaint

  Date:07/03/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an annual membership with GoodTherapy to advertise my mental health practice on 6/28/2023. When I have received an email from the company on 6/24/2024 reminding me about the upcoming subscription renewal on 5/16/2024, I submitted a form on their website to cancel the subscription. I have attempted to contact the company several times both via sending messages on the website and leaving a voice message. None of these were responded to as of now. On the expected renewal date of 6/28/2024 I was charged $333.00 on my credit card for annual membership. The charge was posted to my account days later. The company 1- doesn't allow members to easily cancel membership on the website, 2- does not provide any customer service by getting back to you. I would like a full refund for the annual membership that they charged me on 6/28/2024 and would like them to cancel my membership and delete my credit card information on file. When reading through the complaints, it seems that numerous clients have had the exact same experience I have.

  Business Response

  Date: 07/19/2024

  
  Dear ****
  
  I hope this message finds you well. 
  
  We want to extend our sincere apologies for the delay in addressing your case recently. Due to unexpected challenges, we experienced a delay in responding to emails, including yours. 
  
  I'm pleased to inform you that the cancellation was successfully processed, and the refund was issued accordingly. Our records indicate that the settlement should have been received by you on July 4th. An email notification regarding the settlement was also sent to you on that date.
  
  If, however, you have not yet received the settlement, please do not hesitate to reach out to us directly as your complaint was sent to us on the 13th of July which is 11 days after settlement should have occurred. Rest assured, we are committed to ensuring that such incidents do not occur in the future. We have already implemented measures to prevent the unplanned and un-forseen issues that occurred.
  
  Once again, please accept our apologies for any inconvenience caused by the delay in our response. Your understanding and patience are greatly appreciated.
  
  Thank you for being a valued client, and please feel free to get in touch with us if there's anything else we can assist with. 

  
  Warm regards

  Customer Answer

  Date: 07/19/2024

   
  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:05/22/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an annual membership with GoodTherapy to advertise my mental health practice on 5/16/2023. When I have received an email from the company on 5/9/2024 reminding me about the upcoming subscription renewal on 5/16/2024, I have made an attempts to cancel my subscription on their website but the website would not allow me, other than filling out a form of which I did not receive a response. I have attempted to contact the company several times both via sending messages on the website and calling, however I have never received an email back, and each time I called there was never a live person, and I ended up leaving voice messages every time. My calls were never returned either. On the expected renewal date of 5/16/2024 I was charged $333.00 on my credit card for annual membership. The company 1- doesn't allow members to easily cancel membership on the website, 2- does not provide any customer service by getting back to you. I would like a full refund for the annual membership that they charged me on 2/5/2024 and would like them to cancel my membership and delete my credit card information on file. I have seen identical complaints on BBB about GoodTherapy and am very disappointed by the lack of professionalism they display. Thank you.

  Customer Answer

  Date: 06/18/2024

  Good Therapy did refund me the full amount and cancelled my membership since you contacted them. 
  
  You can change the complaint result for this case against Good Therapy from did not respond to whatever wording is most appropriate now. 
  

  
  

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 signed up for annual membership with GoodTherapy to advertise my mental health practice on 2/5/2023. When I have received an email from the company on 1/29/2024 reminding me about the upcoming subscription renewal on 2/5/2024, I have made several attempts to cancel my subscription on their website but the website would not allow me. I have attempted to contact the company several times both via sending messages on the website and calling, however I have never received an email back, and each time I called there was never a live person, and I ended up leaving voice messages every time. My calls were never returned either. On the expected renewal date of 2/5/2024 I was charged $333 on my credit card for annual membership. The company 1- doesnt allow members to easily cancel membership on the website, 2- does not provide any customer service by getting back to you. I would like a full refund for the annual membership that they charged me on 2/5/2024 and would like them to cancel my membership. I have seen very similar complaints on BBB about GoodTherapy and am very disappointed by the lack of professionalism they display.

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a therapist directory with GoodTherapy and wanted to get the discount as a new private practice. However, the website charged me the standard price. I reached out to the support team several times via email and phone. I left voicemails as no one ever picks up the phone. No one has returned my emails or phone messages and it has been approximately one week. I seek to get a refund on my account and cancel my therapist directory as they are not very responsive.

  Business Response

  Date: 02/01/2024

  Dear ********
  
  I hope this email finds you well. We sincerely apologize for the delay in processing your refund request. Your satisfaction is of utmost importance to us, and we regret any inconvenience caused due to the discount not being triggered at the point of payment. While we made an adjustment to cater to the discount, we understand how frustrating the situation must have been and why you would request a full refund and cancellation. 
  Rest assured, your entire refund was processed, and you should already see the amount reflected in your account. We want to extend our apologies for not addressing your email promptly. We strive to provide prompt and efficient customer service, and we regret falling short of your expectations on this occasion.
  Please know that we value your business and your trust in us. We are committed to improving our processes to ensure that such system glitches and delays do not occur in the future.
  
  Please let us know if you have any follow-up questions! As always, feel free to contact us at *********************** if there's anything else we can assist with. 
  
  Kind Regards,
  GoodTherapy Support Team
   
   
   

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a monthly listing on 7/7/23 and was charged $32.76 twice. I contacted Good Therapy via phone (including leaving a voicemail at the number listing on their website) and email. I waited 6 days for a response then cancelled via their website (see screenshot uploaded below) and also reiterated my desire to cancel when they finally contacted me 7/18/23 and offered a discount to continue my listing. (Please see also uploaded customer service contacts and exchanges below.)Despite my cancellation, I was charged $32.76 again on 8/6/23 for a monthly listing. I received a email indicating the same then at the bottom referencing my need to send written notice to the address listed on the payment authorization form I signed/approved via the web. I signed no such authorization, this listing was a monthly listing which gave the option to cancel via their website as all of these types of directories do. But, they have done a bait and switch to manufacture a way to continue to charge me despite my cancellation.

  Business Response

  Date: 08/11/2023

  Unfortunately,we do not have the staff to take phone calls at this time, our outgoing message should direct members to email us at ************************** do apologize for the delay in getting to this members messages, as we are short-staffed and working through some personnel changes and training and doing our best to address concerns as quickly as possible. Our customer support associate did respond to the 7/13 message on 7/18 to explain the glitch with billing and let them know that the duplicate payment had been refunded. On 7/20 an offer of 50% off the next 2 months was extended in good faith. There was a miscommunication as we were waiting for a reply and they were charged again on 8/6.
  
  Since then, all payments have been successfully refunded and should show ** in their account within 3-5 business days.