SonderMindReviews of sondermind.com

First time doing therapy and I was suggested to go through SonderMind. I got paired up with a therapist by the name of Andrew "Drew" Mayo and I must say I am highly disappointed. I booked my first session with him and had been working myself up to go through with it and then 30 minutes before the session he calls me saying he has to reschedule. This left me not even wanting to but through advice I still did. I rescheduled to two days later and when the time for the session came the Andrew never showed. He then called me after I had left the session already apologizing. This just doesn't look good, especially being a first timer when it comes to therapy. Leaves a really bad taste in my mouth about all of this, especially when you're seeking help.

Wendy was impatient and didn't even allow us to have a session. I moved from inside my house to inside my car for privacy from my family of 5. My connection was poor briefly because I needed to disconnect from Wi-Fi. She hung up on me before I could explain the situation, then messaged me she doesn't do outside or vehicle sessions. Shouldn't that be mentioned upfront? She was rude and didn't even try to apologize. Now I feel frustrated and I'm missing out on some therapy I was really needing. She should be punished by whoever certified her.

I was unable to connect with Sylvie due to probably poor internet connection...had to reschedule

Criminally understaffed. My therapist is fantastic, Sondermind services itself is where everything goes bad. There is no accountability and no one to talk too when you have a problem. The phone line takes forever to get through, if there's someone there to actually answer it and they can't help with most things, and when I have tried to escalate they say the supervisor is 'not online.' I sent them an email question regarding a question about insurance in December and got a response in March. Don't plan on getting your medical records within HIPAA compliance windows (30 days) either. On top of that the website is very buggy and frequently there are issues with the video chat or messaging.

As a mental health provider, I have used several platforms to offer services. Sondermind is by far the worst with customer service. They make it nearly impossible for you to get a hold of a person for support and the only other support option is to submit a ticket via email. I have not waited less than 1 week for a response to my support tickets. I was given a "Clinician Success Coach" initially, but once I was onboarded and credentialed, she was no where to be found. I could not get an email or phone response from her. There is no good point of contact for addressing the issues that can and will arise. I have also had client's receive erroneous bills and have their accounts locked. I am unable to provide services as a result, and again it is nearly impossible to get someone on the phone who can help resolve the issue. I had been "matched" with 30+ clients, and only three became a consistent client I could work with. I don't know if they just match each new person with many therapists, but the majority of these clients never responded to my communications. Two clients had been cleared and matched to me through Sondermind. After 1-2 sessions, I was abruptly notified that I was unable to to see them anymore as they had Medicaid, and that I was unable to bill. Why was this discovered after they had started treatment? I then found out that Sondermind was trying to charge them out of pocket for the sessions!! Eventually when I was able to get a response from their "support team" they told me that Sondermind would cover the costs of the session. I asked that they please let the clients know, as this had caused stress for them. And I requested that they verify client's benefits before they approve and match them with providers! Overall, the platform functions fine, but my experience running into any hiccup is met by radio silence. Sondermind seems to place a great deal of emphasis on recruiting providers and clients to keep the money coming in. But once you are on board, you and clients are left out on your own.

Who? I signed up for a session, we discussed it online, but it didn't happen because she didn't calendar it. Ok, mistakes happen. 2nd time - last minute cancels (doesn't feel well). Set #3 but asked if she was not going to show, transfer me to someone else. She didn't and cancelled at the last moment. So, no #4.

So this review is not about any of the therapists. It is about their Website that you use to find one. I do not understand how it made it to a production environment. You have a list of concerns that you can choose to match you with a therapist. such as ADHD, Anger Management, Family relationships etc. Say you want to search for a therapist that works with people that select "Autism Spectrum" as a concern , I would gather that most people would expect to have a list of therapists that Specialize in "Autism Spectrum" displayed to them but that is not the case. You get what seems like a random list of therapists, some of which might Specialize in Autism Spectrum, others may only have General expertise in Autism Spectrum. I believe that most peoples expectation would be that the results displayed to them would have the therapists that specialize in what you are searching for would be on the 1st pages displayed to you but sadly that is not the case, the therapists that Specialize in what you are looking for and the ones that have only General Expertise are all mixed together. Ok so now that you have say 47 pages of listings of therapists, you want to go through the various profiles, so lets say I am on page 23 and I see a therapist I want to see more info on, I click their link and go to their profile page and after reading it you decide they are not the fit you are looking for so you click on the back button in your browser and does it take you back to page 23 of 47? No it takes you back to page 1 of 47 and you have to navigate all the way back to page 23 to pick up where you left off and next time you need you look at a therapists profile you have to do it all over again from page one. Also the only time you are given a phone number to contact someone to help you find a therapist is on the individual therapists profile, Why the hell is it not on their home page?

They did an okay job and then kept charging me for visits I never made nor did I attend. I had to cancel my cc after no one was available by phone, email, or text. They may have had an explanation, but they never bothered to let me now what it was.