ComplaintsforCerebral Inc

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled membership in due to counselor unavailability, continued to be charged, refund not issued for September, October, November 2021, amount $807.00. Multiple emails, phone calls and social media outreach - did everything I could to get their attention.

  Business response

  01/20/2022

  Hello,
  
  Unfortunately, we were unable to locate an account with the given information. Please reach out to ********************************** for further correspondence so that we may look into this for you.
  
  Best regards,
  Cerebral Team

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up with Cerebral in Sept 21'-9/18 appointment with prescriber. Was told the medications would be into the pharmacy that day. -9/22 no updates on meds, so I messaged cerebral. They initially were able to get one to the pharmacy and after reminding them that I *********** medications, they were able to get that as well.-10/17 an hour before appointment was notified prescriber left the company earlier that month so my appointment was cancelled. This caused me to be out of medication(6 separate meds), to which I was offered some breathing techniques. I was told the next available appointment was several days later -12/08 I got a call from my prescriber saying that it is company policy to not have a patient with more than 5 medications. This is no where in terms and conditions, and was never brought up to me. And I was given the choice to stop one of the medications or no longer use the service, not because it was better for my health, but because it was a policy no one ever informed me of. I cancelled my subscription shortly after I had that information confirmed by a care counselor and had no time to find a new prescriber.-01/05 Due to lack of time to find prescriber I signed back up after finding a doctor who could at least fill one medication -01/07 Had appointment with new prescriber and was told medication prescriptions would be put in that day -01/11 Since only one medication had been put in, and because the website would not let me send any messages I e-mailed support telling them everything that had happened until now. They got back saying they would check into the meds, and ignoring all the other info -01/13 Medications were ordered but not shipped, -01/14 got notice coverage would lapse, despite still not having the meds, led to me finding out that prescriber has no availability listed and when I brought it up, was just told that the coverage notice was an error.-01/17 meds still have not shipped. Lapsed in meds over weekend.

  Business response

  01/21/2022

  On Jan 21, 2022, client was refunded $30, so that all funds exchanged with Cerebral have been returned. Client confirmed medication has shipped.
  
  Thank you for sharing your feedback. I'm one of Cerebrals Care Coordinators, and I wanted to take a moment to follow-up on your concerns with the service. We are sorry to hear that you were not satisfied with the service. We aim to create a safe and caring place for clients when it comes to mental health treatment, and I understand that this outcome was distressing and may have been financially burdening for you, especially when you had taken an important step in reaching out for support.
  
  We appreciate you reaching out with your feedback and wish you the best as you continue in your mental health journey.
  Best regards,
  Cerebral Team

  Customer response

  01/21/2022

   
  Complaint: 16476302
  
  I am rejecting this response because: Incorrectly states that all money spent at cerebral was returned. $30 is what I spent in January, the months of October, November and December (which amounts to an additional $200) have not been refunded.

  
  Sincerely,
  
  *****************************

  Business response

  01/25/2022

  Hello,
  
  We have ensured that the billing has been adjusted and the client has been refunded in full.
  
  Thank you,
  Cerebral Team

  Customer response

  01/28/2022

   
  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,
  
  *****************************

*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. ↩