S P.
Love my therapist. Platform needs work.
Love that I can choose the best therapist for my needs, that I can use my insurance, and book sessions myself. Love my therapist, who earns 5 stars. After several months, I'm still disappointed with the platform's functionality and customer service. The repeating AI bot loop is more frustrating than helpful. The inability to reach out to a human representative to resolve issues with functionality, (their) insurance coverage errors, or AI generated negative emails that do not fit the situation is limited to a multi-step referral process for a single call back from an unannounced number at their convenience. If you're working and can't pick up whenever they get to you, you get another automated email stating you missed your chance and they closed your "ticket," so nothing gets resolved. I've received demands for co-pays when my insurance has none, had my ability to schedule appointments blocked stating I've not provided insurance information when it's right there in my profile. Then there's the tech issues with cameras and microphones and dropped sessions because the platform doesn't like your device or operating system...with the same dysfunctional "customer service." While this platform may offer us wonderful access to practitioners, they've expressed the same frustrations. If my insurance did not require use of this platform, I wouldn't choose it. This is not an e-commerce site selling baubles. It's supposed to be for people who are already over-stressed needing therapeutic support, not more frustration. The AI customer service, platform glitches, and session drops are not supportive or user-friendly. If Zoom can provide a successful session quality and clear guidance for connecting that my Nana can master, and a functional way to connect with a human in customer service who can actually help, so can "Grow Therapy." Please do better.
Response from Grow TherapyJun 17, 2025
Thank you for taking the time to leave such a thoughtful and detailed review. We’re truly sorry to hear that your experience with our platform and support services hasn’t met expectations. This isn’t the experience we hope to provide, and understand how frustrating it can be when technical issues or support processes get in the way of accessing care. We’re always working to improve the user experience, and your insights help us refine our services. Your feedback has been shared with the appropriate teams for review, and we encourage you to reach out if you’d like to further discuss your experiences. If there's any more our team can do to support you, please don’t hesitate to contact us via your Grow Therapy portal, or submit your concerns through our contact form: https://growtherapy.typeform.com/to/mN4HcvK0 We value your input and look forward to enhancing your experience. Best, Grow Therapy Support Team