SonderMindReviews of sondermind.com

My work offers me free counseling sessions every year through our Employee Assistance Program (EAP). All I have to do is call them up and they give me an authorization code for 5 sessions (in previous years it was 3). I used these sessions from 2016-2019 with no issues. I gave the information to my therapist, who ran her own practice, and she took care of the rest. Years later, I tried the same with Sondermind and at first, I was impressed by the professional website and the ease of use of setting up my account, with easy prompts to set up my insurance and even EAP information. It ended there. I've had 4 sessions so far and so far, not a single one has been successfully billed to my EAP code. I verified this with my EAP Optum/United rep on 4/7/25. They felt so bad for my case that I've been having to go back and forth between them and Sondermind to try to get Sondermind to figure out their own jobs in the billing department that the EAP rep filed a complaint on my behalf. One, because her company didn't provide simple information such as how many minutes I was given for each session and two, a complaint against Sondermind because they don't seem to know how to handle an EAP claim. You DON'T get to talk to their billing department on the phone, so forget about that option. No chat, either. It's by email and if you're lucky enough to get a reply, it will be a very abbreviated reply with nearly no details. As it stands, I still have an outstanding balance for my session on 2/20/25 that shouldn't even exist. My EAP rep said that I STILL have 5 free sessions available on my authorization code (that I request at the beginning of February). I've had a session in February, two in March and one in April, all of which I trusted Sondermind to bill correctly as an EAP claim to Optum-United. Not one session has been billed there. I went to Trustpilot looking to see what their reviews looked like and I wasn't surprised to see a sub-par score. One of the first reviews I read was a similar situation where someone stated "god help you if you have an EAP code" because they can't seem to figure out how to use those. The worst part of this experience is that my therapist has been helpful and I would continue with her, but the only networks she goes through is Sondermind and Headway and Headway doesn't take my normal insurance (Kaiser), and Sondermind can't handle EAP codes. I'm actually not sure that I trust Sondermind to handle a normal, non-EAP insurance claim at this point. I've rarely ever experienced an organization like this where you're not even allowed to speak to billing by phone. My therapist is as in the dark as I am as she said she has no way to speak to Sondermind, either. It's like the Wizard of Oz and there's some buffoon pulling a bunch of strings, but there's not really any sort of trained professionals behind the curtain. I may have to start completely over with a new network and new counselor. People should not have to be subject to this when they're just trying to get mental health assistance. I'm giving one star for my therapist and one star for the sign up process and the website design. Billing has been a nightmare. Update 4/9/25: I got a reply from Sondermind as I had anticipated. Looking at the reviews on Trustpilot, there are quite a few recent replies to the bad reviews on here. So Sondermind is aware enough to make it look like they want to address these issues, yet their score is so bad on here that 49% (the highest percentage) of the reviews are 1 star reviews. Do a search for "Sondermind Review" and if you do it in Bing, you may see a Microsoft Copilot answer that states as one of the bullet points: "Billing Issues: Some reviews mention challenges with billing, which could be a concern for potential users." For the rest of the people that have had positive experiences, they may just have gotten lucky. Either their staff is understaffed or undertrained and the unlucky clients will sometimes get a bad experience. This has gone on long enough. FIX YOUR ISSUES before they destroy your company's reputation. It shouldn't be that hard.

The therapists are great for my daughter, but we are going to have to stop scheduling because the complete lack of customer service support. They do not respond to email or the contact us form. They charged me for a session that insurance should have covered and emailed a reminder over the weekend, I immediately sent in a contact form explaining that it should be covered in full by insurance. I called my insurance Monday morning to verify and the agreed it should be covered and we should not be charged, so they resent the payment. But sondermind billed me and took the payment anyway on Wednesday. I reached out via email AGAIN to tell them insurance is paying them and still no response. That is insurance fraud.

I’ve been using SonderMind as a patient and working with a wonderful therapist, Lisa Hutchinson, who has been an incredible support. Unfortunately, we’ve both run into a serious roadblock that has completely undermined our ability to continue therapy — and it all comes down to a complete breakdown in communication from SonderMind. Lisa has been experiencing billing issues related to insurance on her end, which has now prevented her from scheduling our next session. She’s reached out to support multiple times via the app and email and hasn’t been able to get a working phone number to speak to a live person. I’ve done the same — I’ve contacted SonderMind six or seven times and have yet to receive any response. At this point, both of us are left wondering whether SonderMind is even still operational. Is anyone even checking the support inbox? The silence has been extremely unsettling, especially from a company that deals with mental health — where clear and timely communication is critical. I truly hope this is resolved, but at this moment, I cannot recommend SonderMind to anyone looking for reliable mental health services. Patients and providers deserve better.

I am glad that Sue listens to me and my all over the place comments. I don't really know what I want. I'm just sad most of the time.

It's a scam. The therapy itself is pretty bad. The connection is awful and trust me, the therapist isn't going to do a damn thing about it. Their web site is a mess, there is no way to get support so when their site goes down there is no way to cancel or change appointments. They also charged me for appointments didn't have, but it's impossible to get a hold of anyone so I had to get my bank involved. A pure nightmare that preys upon people in need.

Really horrible company!!! DO NOT SCHEDULE with them. No one (especially those with mental illness should use their portal. I’m so beyond upset it’s not worth wasting my time with writing this because they have already taken enough time from me. I scheduled with a therapist and quickly was sent forms to sign. When I messaged therapist about how to access the link for my family member no clear response. Called sonder support and they copied me on an email to the therapist telling the therapist to use an outside secure portal like zoom or teams. The therapist responded 1 hour before appt to tell me she couldn’t use those. When I questioned her she didn’t reply back. Then I am less than 24 hours from appt so will be charged!!!!! What a complete waste of time and energy and money. Do better, SONDER!!!! When I called customer support yet again they were quick to tell me that they couldn’t see what I set up with my provider. They were sorry.

I entered my information, was honest about the kind of help I needed and they gave me a few people to choose from. I love my Dr. she is experienced in what I needed help with and gave me different ways of looking at different situations. This company takes many insurance companies and made getting help in getting started a seamless experience. I'm so happy I reached out to Sondermind, their helpful tools, and material that can be accessed for our own growth is phenomenal. Couldn't be please any better.

As a therapist with Sondermind I love working here compared to other online companies for these reasons: My clients!!! The ability ability to see clients with good video and audio on my cellphone! The feature to transfer with a small fee my pay immediately into my debit card. And lots more. Please join me on Sondermind. I look forward to meeting and working with you! 💖