BetterHelpReviews of betterhelp.com

Response from BetterHelpAug 2, 2021

I'm so sorry to hear that your therapist did not show up for your scheduled live session, SM. Although this can happen from time to time if a counselor has an emergency or technical issues, it is not the norm. In any case, we're always happy to add time to any person's subscription for a therapist no-showing or cancelling a session last-minute. Our team is also more than happy to help find you a new therapist match as needed. If you haven't already, please reach out to our Member Success team ([email protected]) so we can get this sorted out for you. If a cancellation and/or refund is needed due to the format of BetterHelp, we can help with this as well. All the best, BetterHelp Team

Response from BetterHelpJul 29, 2021

I'm so sorry to hear about your experience with both the therapists you tried working with on the platform, as well as you interactions with our Member Success team, CJ. We agree -- compassion is critical. It's something we try to instill in our team regularly at Member Success, and should be innate with any therapist someone works with. I'd like to personally work with you to make sure all of your issues and needs are addressed, even if that means leaving the platform with a refund. Your needs and your success are important to us. I'll send a formal request here for you to provide your email address privately so I can work with you further on this. I hope you'll be willing to give me that chance! Warm Regards, BetterHelp Team

Response from BetterHelpJul 20, 2021

Hi Cat -- I'm so sorry to hear about your experience with the counselors you tried working with on our platform. We'd love to hear more about your experience so we can see if there's a way to help you further, and make things right. If you haven't already, please reach out to our Member Success team ([email protected]) so we can look into next steps. All the best, BetterHelp Team

Response from BetterHelpJul 12, 2021

Hi Sarah -- thank you so much for sharing candidly about your experience with your therapist on BetterHelp, and I'm incredibly sorry to hear that you've had these issues with session cancellations! We certainly understand the occasional need to cancel a session on the counselor's end of things, but it's not common that we hear about cancellations at the rate that you've described. Although we do not guarantee any set number of live sessions with any subscription, virtually all plans include the option to have one live session per week. The ability to accomplish a weekly live session can be dependent on counselor availability, but if you're primary form of therapy with your therapist is via live sessions, we're always happy to provide extensions (upon request) to you if you reach out to our Member Success team. Our mission is to provide accessible and affordable therapy to all our users, not to try to take advantage. If you haven't already, please reach out to our Member Success team ([email protected]) so we can get this sorted out for you and help make up for lost time with your counselor. If you'd like to look into a cancellation and refund options instead, we can help with this as well. Take care, BetterHelp Team

Response from BetterHelpJul 12, 2021

Hi Kelly -- I'm so sorry to hear that you had issues with affordability as well as some technical aspects of using our service! We'd love the chance to work with you on the price to make it more affordable, and to help troubleshoot any technological issues you're running into. If you haven't already, please reach out to our Member Success team ([email protected]) so we can get this sorted out for you. All the best, BetterHelp Team

Response from BetterHelpJul 1, 2021

Hi Laura -- we're sorry to hear about your unemployment, and apologize for any disappointment regarding the starting rate you were quoted after indicating this. Although it's cheaper than the standard rate we offer for many, I can certainly understand your frustration given the circumstances. Please know, however, that we do also have a financial aid program that can significantly lower that $65/week rate you were quoted if you'd be interested in applying. It's a relatively quick application, and might make a huge difference. If you haven't already, please reach out to our Member Success team ([email protected]) so we can get that application over to you! Take care, BetterHelp Team

Response from BetterHelpJun 28, 2021

Hi Kel -- thanks so much for your candid feedback about your experience. I'm so sorry to hear that we weren't able to find you someone that met your treatment needs while also having a session schedule that worked for you in your time zone. Although all therapists in the BetterHelp network are licensed and based in the USA, there are hundreds across our network (with varying availability) that can work with non-US members. Typically, someone on our Member Success team can work with you to find a counselor that can meet these needs, if you're willing to provide us with the times of day and days of week you're hoping for your therapist to be available for live sessions. With all of that said, our team can also absolutely help you with a refund if you're not interested in continuing your search for a suitable therapist on our site. If you haven't already, please reach out to our Member Success team ([email protected]) so we can get this sorted out for you. It may take one business day for our team to reply to your refund request or inquiry. Take care, BetterHelp Team

Response from BetterHelpJun 25, 2021

Hi Carrie -- Thank you so much for bringing this to our attention, as we certainly expect more from our counselors than this. You do deserve the counselor's undivided attention, and we'd appreciate the opportunity to have our clinical team look into this further. We'd also like to ensure we make this right for you. If you haven't already, please reach out to our Member Success team ([email protected]) so we can get this sorted out. Warm Regards, BetterHelp Team