BetterHelpReviews of betterhelp.com

I know many people have a positive experience. They get matched with a great therapist and it is easy to get therapy that is adaptable to your schedule. However, if you ever have an issue their customer service is atrocious. You cannot get a response in a timely way, refunds are never guaranteed and there isn’t even a phone number to contact them. Everything is done through email which seems so sketchy. And things go wrong - sometimes you want to cancel and get a refund, or they overcharged you. What then? There is no one to help you. For me the risk isn’t worth it.

Connected me with a therapist that fit my criteria and have been using this platform/ talking to my therapist for 8 months now. It has helped me a lot, I just need my insurance to help cover the expense so hopefully that will change one day.

BetterHelp is a godsend! Being able to connect with qualified therapists by phone, video, or messaging is so convenient, and it’s really great for someone like me who is a little uncomfortable with therapy. Incredibly, the price is equal to or less what you would pay a traditional therapist if therapy isn’t covered by your insurance (like mine), and you get extra services and features that you wouldn’t get with a traditional therapist, either. My one experience with customer service was very satisfactory. I called them to ask for a 2 week payment deferral because my therapist is going on medical leave. They were very friendly and were able to help me with no problem. If you’re thinking about therapy, I highly recommend BetterHelp!

So far the therapist matched to me has been incredible. The app makes it easy to stay in touch. The video call could have better quality but overall we were able to connect just fine. Looking forward to more sessions.

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.

BetterHelp has helped me with the many difficulties in life, it’s made me see life in such positive ways, I have recommended my sister and her friend and they both love it! I would keep recommending to many in need and I am so grateful for my therapist!

BetterHelp paired me with an amazing therapist! I really loved being able to just type and not do audio or video, until I felt ready. By typing our sessions I was able to really look back at our conversations and take note, which was really helpful. Coming to BetterHelp I was struggling with depression, now a year later with the help of my therapist, Connie Aye, I feel like a new person.

The therapy sessions have been a tremendous help to me. My therapist has been very helpful and can relate to what I am going through at this time. He takes the time to listen and offer solutions to my troubles.