BetterHelpReviews of betterhelp.com

I give three stars because l never can see my billing. They change me automatically to my credit cardand l don’t get to see the receipts. I am changed on the same day every month for four sessions. And if l don’t use them l am still obligated to buy more sessions. Which is a not great considering they are not receipts and not update of the amount of session. So it adds worry to your las a client when the session are suppose to give the opposite effect. I would not recommend this type of service to anyone except if you are desperate like l am to have a therapist. The therapy is great because l have a therapist in Florida that understands my culture background. I live in San Jose. I would like to have my billing payment sent as you charge me and they don’t do that. I contacted them and it was email only. It was when l first received an email from them saying they need another credit card on the account. And that communication was prompt but when l asked why l was being billed every month when l didn’t use all my sessions. And l did ask that l get a notification of my billing and the number of sessions used. It took several days only to be told l Will be billed every month no matter how many sessions l have already. I believe that they could have a minimum number of sessions not used before nung you the following month. I sometimes only can use 2 of my 45min a month. Because not all time slots available are 45. There more 30 mins slots than there are 45 mins per day. 46 mins is the most time on can get.

Better help appears to sincerely believe that they have text-based therapy sessions, but what they're confused about is the fact that offering a feature and providing a feature are not the same thing. The one therapist who would attempt a text based session was not able to have a text-based conversation. A text based therapy session cannot work if it operates too slowly to feel like conversation. The next person they connected me with explicitly refused to even try text based sessions. BetterHelp says that they offer text-based sessions, but at the time of this writing they are not yet able to provide this service. I sincerely hope that they will fix the issue by either dropping the claim or finding counselors who can keep up and are willing to try. I'm hopeful, they're just not quite ready for prime time.

I’m a little confused on the customer service of a platform that I would imagine is devoted to a great experience and helping people. I emailed the support team due to billing issues and requesting a refund prior to 9am PST which is the time shown for their team to be available. I received a response from the CSR @ 1:25pm PST (first response time over 4 hours) with explanation of my concern and offering a discount to stay. I respond at 1:34PM PST declining and asking how long does it take to process the refund as I really needed these funds due to loss of employment and I am without some essential things in my home. Needless to say my stress is pretty high. I assumed that a company of their size also has a large support team to manage the number of inbound requests considering that is the only channel to connect with the company. I also assumed they use a ticketing system such as Zendesk or Freshdesk with managers and team leads to help ensure the best customer experience for people hoping to better their mental health. With one of those platforms a team member can see a reply from a customer easily, tag the ticket as high risk for cancellation, and label it high priority. With no reply, I reply again at 3:48PM hoping to resolve such a simple issue today. I also hoped that it would bring my ticket to the top of the CSR’s list so she would notice and reply. It was at 4:52PM where I was able to find a number to call after searching on Google. I get someone on the phone that informed me that she would take my info and they would get back to me. After asking if she had the ability to resolve anything, she reluctantly said no. I told I’m sorry because that is not a great place to be in. I asked if she got a lot of frustrated customers and again she reluctantly replied yes. I told her I have run service teams before I would never put them in that position. I’m confused at this customer experience strategy. Email or submit a form. You will only hear from us once a day. We can’t resolve an issue if you call. To me it seems as though BetterHelp isn’t really here to help us but have us in a lesser state than their intent. My therapist was great. Like him. Wish I could have continued to pay but I can not. So it’s more stress than better help now.

The app have a few glitches at the beginning. Every time I tried to video call the therapist it got told there was a technical issue. I was led to believe you could always message and then 1 call a week. I had 3 text chats in a month for around £200. I've genuinely wasted My Money.

Unfortunately tried this service more than once; more fool I! First time, was matched with a halfway decent therapist but during one of our sessions, she (albeit unintentionally) triggered me so much that my mood dropped really low for more than a week. When I had to change counselors because I relocated for work, the app didn’t record any of my journal entries and there’s no feature where my previous therapist could share her session notes with my new one. Second time around, I was first matched with out-of-state counselors who weren’t even licensed to practice here. When I made the support staff aware of the same, I was finally matched with a therapist who seemed to care. She sent me worksheets before our first session which I dutifully filled up, and our first time seemed okay. Imagine my shock when she messaged me the next day to tell me that she was going to drop me because she prefers clients who can do video calls and not just phone calls via the site. I could’ve been flexible enough to do a video call, but she didn’t give me a chance to choose. I emailed her to clarify, and gave her more than 24 hours to respond, but nothing. When I finally sent her an angry note telling her how disappointed I am with the experience, she replied immediately that she hadn’t seen the message and didn’t bother to justify anything. Also, when I finally canceled the service, I found two incorrect charges on my credit card statement. In the midst of a personal crisis, I’m going to have to dispute and get this correct with BetterHelp’s support staff. Overall, a horrible waste of time, money, and energy.

This is the second time a therapist has quit the company during my sessions. Not sure if it's me or truly them but for someone, like me, who hates change this recent quitting doesn't sit well with me. It maybe a turnover issue. If I'm doing something wrong I wish they would tell me. After this last quitting I think I'll just sit this next one out.

I really wanted to like this and wanted to give this service a honest try. But after 3 months in, I can confidently tell you: Don't Bother. My first therapist was actually pretty good. Unfortunately he disappeared after a few sessions. I have been bouncing between therapists ever since. They have been nice people but there's been no connection. One therapist even gave me dangerously bad advice which contradicted what my doctor had told me about my meds. Webinars are low value content to be honest. Go on YouTube for better content. The Group Sessions were hit or miss. The host of one never showed up. The host of another spent 75% of the session talking about himself and would not give others a chance to talk. It was super weird. The other hosts were good but again, not worth it for what you pay because if you have a dud session, you can't rebook another session without paying. I'm writing this review now as the host of a 8AM group session failed to show up. Lesson learned. I've cancelled this subscription and will try a different service. Any therapy service which makes you pay before you can test it out is a red flag.

Great therapist and great tools such as groups, individual sessions, journaling, worksheets and the ability to text your therapist. However this is a subscription platform so they charge you the same amount each month regardless. If you get sessions cancelled rather by you or your therapist they will not refund you and still charge for miss sessions. So they tell you they don't charge per session but if you or your therapist request extra sessions then they will charge per extra session. It's up to you it's worth it or not. I love this platform but very much dislike the billing process I think it's unfair and a cheat.