CerebralReviews of cerebral.com

This has not been a good experience for me. I asked that my pharmacy be updated on August 5th and that still is not completed. My provider has no called, no showed 3 of my 4 appointments and I have been waiting for over 3 days for a response. I am out of my medication and while I do have 2 refills according to their system, it has not been sent. On top of that I cannot get anyone on the phone. I have been trying for the last hour.

Very misleading with cost of service. Very disappointed.

I have been trying to reach my provider and therapist for a while now with no response. Not only was I given a provider that was not licensed in my state, but I was then given no choice for my new provider. My new provider's schedule is not compatible with mine at all and even though I have emailed about availability, I have not received a response. I had to wait weeks for my first appointment with my therapist, but the link wasn't working. I emailed, called, and messaged my care team and received no response. I am still being charged even though I have received zero of the services I am paying for. Not only are the workers apparently incapable of responding to messages or phone calls, but they cannot even seem to handle basic information such as my name and which state I am in. My care team has referred to me with the wrong name, which is different from the name on my account, payment, etc., and they gave me a provider who is not even legally allowed to see me due to my location. Absolutely terrible, waste of time, waste of money, would never recommend to anyone who actually wants to speak to their therapist. And before Cerebral reaches out with their phone number and email and to contact them-- how do you think I called you? And emailed you? I already tried that number and email address with no response. Do better.

Switched both therapists on me twice. Kind of hard to get things done when cant get to know my therapists.

In trying to schedule a follow up appointment but every date is always grayed out with no availabilities listed. *Udpate* Tried calling after waiting in hold for 45 minutes clearly during business hours I was forwarded to a voice message system and was told someone would call me back with 24 hours

An absolute scam. They enticed me with what I thought was an outstanding deal on therapy, but was told during the first meeting I would have to quit drinking before they would help me with medication. Fair enough, but I was still charged full price for services I would not be receiving that month, and another $300+ the following month for zero services rendered besides the initial consultation. All in all, I paid over $400 for one therapy session and one consultation. I would urge anyone not to use this service.

Cerebral tends to be money-hungry. Ironic for a mental-health app. Pros: - My therapist was great. :) - You get a selection of therapists that you can choose from - You can dispute it with your credit card company for a refund, so that was nice! Cons: - I paid on August 28th for my September therapy sessions. I e-mailed in on August 29th to cancel my membership. Per my e-mail, I stated, “I understand that this month has already been paid for as I would like to finish up my therapy sessions for this month.” The Employee responded with, “I would advise to request your cancellation by 9 am PT one business day before your next scheduled billing date to cancel your account as we have no way to have it set to cancel at a specific date.” I understand there’s no way to set a specific date to cancel, so I requested to cancel asap as it’s understandably uncomfortable to rely on customer support to actually cancel a day prior to the next billing date. Once I cancelled my subscription, it *also* cancelled my service for the month that *I had already paid for*. This doesn’t make sense and is not customer-service friendly or mental-health friendly — it comes off as a money-hungry company. Why would you cancel the service for the month that you had already paid ahead of time for? When it comes to any other service that you pay ahead of time for, once you cancel and get the confirmation of cancellation, it is applicable to the next billing cycle as you maintain the service for the remainder of which you had already paid for. After asking one last time for a refund and kindly requesting for said Employee to provide some Customer Support, I was responded with: “Please be advised that we operate on a subscription model, the monthly fee is not based on services being rendered (i.e., receiving new medication, meeting with a therapist or prescriber). I do know that this is not the response that you would like to receive, and I sincerely apologize that we cannot be more flexible here. I completely understand your disappointment and do hope that you are able to find care that is a great fit for you.” The Employee was kind and respectful, but as a Customer Support employee myself who also works in a Subscription field, I do not think much customer support was provided, especially when I kindly asked for a refund a couple of times. It was rather a robotic response with a lack of empathy; you *can* be more flexible, but you choose not to; you can escalate it, give a customer a one-time courtesy refund so that they will come back. This may very well not be the employee’s fault, but rather, upper management. Given this experience, I will choose to not come back.

100% would not recommend! I just left for the 2nd time (should have never gone back) $85 a month and both months I was with them no meds were delivered. Both times I had to go to a pharmacy and pay $40 out of pocket for my meds. When I asked them why (took almost 2 days for a reply, I was told medication was extra, despite my plan clearly stating medication and it's delivery were included