CerebralReviews of cerebral.com

I’m giving Cerebral 2 stars because I actually liked the therapist I was assigned to. In terms of customer service and user experience, I would give ZERO STARS if I could. Cerebral advertises as being “$7 a month or as low as $30 a month” but READ THE FINE PRINT. I have only been a member for one month, have met with a therapist 4 times and have been charged a total of $464 of which only $30 I agreed to for the promotional first month. When I called to find out why I was being charged so much, they said it was because I had signed up for the therapy + medication package, which for the first month was an additional $109 on top of the promotional $30 for the first month. I was told that “everyone on Cerebral had to be assessed by a prescriber in order to use the app” so I thought meeting with the prescriber was part of the sign up process. I was not aware nor was it made clear that it was going to be an additional charge. I had tried to reach back out to my coordinator and my therapist on several occasions to try and figure out what exactly I was being billed for. As of today, exactly one month after I signed up, I was just charged another $325 for the next billing cycle and when I called to cancel the service, they refused to refund me even though I won’t be using the services for this next month that the $325 were to cover. They also refused to refund me for the “prescriber service” in December because I spoke to a prescriber that one time when I was told it was a requirement. So, I’ve been charged a total of $434 for services I haven’t even used! They are refusing to refund me at all. I had also made it clear that I needed their services and I didn’t want to cancel but I feel like I have no choice because of their refusal to help figure out a refund. I want to be clear that I am willing to pay for services used, however, they wanted to charge me for services I hadn’t used. Instead of trying to work with me to figure out a plan that works and keep my business, they made me feel like I was being taken advantage of which gave me no other option but to cancel completely. They are clearly still figuring out their customer service and business model. HORRIBLE CUSTOMER SERVICE. BEWARE, they will just take your money and run.

Setting up and having the appointments is super easy and convenient right on their app. Very helpful tools that the counselors use to help with specified issues discussed with my counselor. Sometimes one 30 minute appointment a month with your counselor isn’t always enough. And if they have to cancel your appointment and can’t reschedule for that month the most they will give you is $20 off the next month even though the only service given is something that costs extra and I don’t need to talk to anyone to get my meds sent to me. Also my prescriber has her schedule closed so I can’t make an appointment to see her even though she had wanted me to make an appointment. When I tried to talk to my care coordinator they couldn’t give me any answers other than her schedule is closed. I don’t even know when I’ll be able to make an appointment with her again if at all ever again.

I have not felt satisfied with Cerebral's service. It seems like half of my entire sessions are spent doing the same thing over again because the counselor is required to ask or suggest. And since the sessions can only last 30 minutes I feel like I never made any progress. The medications prescribed didn't help and I feel like my money was wasted.

Overpriced prescription delivery. Super messy customer service. So many bugs. My therapist was the best part. Glad I got help but I unsubscribed as soon as I possibly could.

I am trying to get in contact with my prescriber to have an updated monthly prescription sent to my pharmacy and have not been able to get a response from my Care Coordinator to make sure that this happens as I am now out of my RX.

Lack of communication between all parties. Communication barriers by design. No regular direct communication with prescriber/psycologist. Therapist and Psycologist were good but the overall communication needs improvement.

Cerebral has overall been a poor experienece compared to a more traditional doctor, I hate to say this but its true. I have had 3 different "care counselors" and 3 different doctors. I have not actually spoken to the same doctor more than once. Explaining myself over and over again to new people is really annoying.

Thus far I've been underwhelmed by my experience with Cerebral. From the onset, I tried to schedule with a care provider and prescriber I was frustrated about the amount of time between signing up and when the first available appointments were. Once I had my appointment, I was more encouraged. I really liked my prescriber, my care counselor was helpful though I feel many of her responses were "canned" responses not individualized to me. I also do not feel well listened to by my counselor and often times she will ask questions that I have previously answered during our conversation. I was very frustrated that after my prescriber changed my medication, I was sent a full prescription of my old medication (at my expense) that I could not use or return. I also waited over a month to be told that there was an issue with my prior authorization for my new medication. No offer of being able to receive this medication at full cost from a local pharmacy was given to me during that time. Today, this was offered but I still cannot get it filled due to a prescriber change. My previous prescriber had a decreased capacity to see clients and I have a new prescriber that I have not yet met with, so I still cannot get my medication. Overall very disappointed and frustrated in the service I have received.