Leena M.
I had moderately high hopes for this…
I had moderately high hopes for this service due to their extensive advertisement campaign. Unfortunately, the service did not deliver on its promises. For the last 4 weeks, I have had 2/4 sessions with the therapist via telephone calls as the video option did not work. The remaining 2 sessions were either not booked due to lack of availablity or being cancelled 2 minutes before the appointment time. I am now having to change the therapist for lack of consistency and anyone that understands the basics of therapy, consistency is key. Having to change a therapist every 2-4 weeks is more distressing than not accessing therapy at all. I have asked for a refund for all the sessions as I have wasted money here on due to no fault of my own, but the fact that I simply wasn't able to have an appointment. This was not agreed to by BetterHelp and they simply offered me to change the therapist or to cancel membership. I do not feel this is service is transparent or understands the importance of consistent sessions, when I did not have an issue with the therapist themselves, but am forced to find someone else because they're never available leaving me weeks upon weeks without being able to speak to someone and cancelling quite literally at the very last minute or two. I would recommend you try to find an independent provider as they're more likely to care about their reputation, and therefore ensure the service provided at least happens on weekly basis as agreed.
Response from BetterHelpApr 10, 2025
Hi Leena, We're sad to hear this was your experience with the platform and can certainly understand your disappointment given what you've described. Frequent therapist cancellations are not typical, and we encourage therapists through our platform to open up more time slots for the members on their case load if we detect there may be a shortage. I understand that that may not mean much to you, however, and we'd like to see if there's anything else our management team might be able to do to help resolve this further. I'll request the email address linked to your account (through a separate Trustpilot form you'll receive shortly) in case you would be open to us reaching back out to you. Thank you, BetterHelp Team