BetterHelpReviews of betterhelp.com

Response from BetterHelpFeb 14, 2025

I'm sorry for any trouble getting in contact with us, Tim! We reply to emails within one business day in most cases, so perhaps our replies have ended up in your SPAM or JUNK folders? In any case, I've requested the email address linked to your account so we can have a manager reach out to you directly to assist further. Thank you, BetterHelp Team

Response from BetterHelpFeb 14, 2025

Hi Sophie, We're so sorry to hear this has been your experience with our team, and we want to be sure a manager can reach out to you to make this right. I've requested the email address linked to your BetterHelp account through a Trustpilot form you'll receive shortly. If you provide us that address, we'll be sure to contact you to get this sorted. Thank you, BetterHelp Team

Response from BetterHelpFeb 14, 2025

We're sorry that we were not able to provide the formal documentation you needed in this case, MeliVanilli. We try to make it clear in our FAQ page that a BetterHelp membership is generally not covered by health insurance, which is why we try to keep our prices low, and comparable to the co-pays for many insurance plans. We bill for the membership itself, not for a set number of live sessions, which is why we are unable to break out the pricing per session.

Response from BetterHelpFeb 14, 2025

We're really sorry that you weren't able to achieve what you had hoped through BetterHelp, Hasnahena. As a platform, we don't have the ability to provide these assessments directly, as they have to be done by mental health professionals directly. Most therapists working on our platform have the ability to do this with their in-person clients, but may have different restrictions by their licensing boards when it comes to providing certain documentation to clients in an online setting. We leave this to the professional discretion of each therapist.

Response from BetterHelpFeb 11, 2025

Hi Silvi, We pay our therapists a fair rate for their time working with members on the platform, and are upfront about the payment structure from the very beginning. We offer benefits beyond the standard compensation rates, and handle all the referrals and overhead costs. That being said, we know that the platform is not the right fit for every therapist long term, and we are sorry that your therapist left while working with you. We are happy to hear you've found another resource that can meet your needs, however, and that you are continuing your healing process. Take care, BetterHelp

Response from BetterHelpFeb 6, 2025

Apologies if the billing agreement was not as clear as it could have been. By gifting a membership to someone else, you're gifting them access to the platform for 4 weeks at a time. That allows the opportunity to have a weekly session (so up to 4 live sessions per cycle). Per the agreement, the plan renews automatically every 4 weeks until you reach out and ask to stop paying, or until the person who's using the gift reaches out indicating they no longer want/need the service. If you are still being billed after our team confirmed cancellation of the gift, we want to make sure this is fixed and you are refunded for any charges that should not have taken place! I'll request the email address you used to contact us so we can reach out to you directly and get this sorted out.

Response from BetterHelpFeb 5, 2025

Hi Chris, We're sorry if it was not clear to you on the payment page that you were subscribing to an ongoing membership service. It seems our team was able to help you get charges refunded, provide free service time to allow you to make up for time lost, as well as providing cancellation instructions in a few different emails. Ultimately, we were able to work internally to cancel the membership on your behalf and get your funds returned for the unused weeks of service. We apologize for the frustration this caused, but know that our doors are always open should you consider online therapy again in the future. Take care, BetterHelp Team

Response from BetterHelpJan 27, 2025

Apologies for any frustration with this. As a membership-based service, we have invoices that you can download to show that you are paying for access to online therapy, and those invoices would also show the dates of any live sessions you may have had with a therapist through our platform. Any additional documentation would need to be provided directly by the licensed clinician who was providing the treatment. We do not instruct the therapists working on our platform to have members reach out to us about any sort of documentation or verification, so we are sorry if the therapist you were working with may have been confused! I'll request the email address linked to your BetterHelp account so we can reach out to you directly and try to assist further. Thank you, BetterHelp Team