SonderMindReviews of sondermind.com

Absolutely TERRIBLE. I reached out to billing 2 times a MONTH ago about charges that should not have been made and I have yet to hear back. My insurance covers my therapy appointments in full & they corroborated the fact that they’re covered in full. This is ridiculous and turns away future/present clients. You can’t reach ANYONE who can help via phone and they give you a 3 day warning for bills before auto-charging your account. This all sucks because my therapist is AMAZING. I had to discontinue services with her until billing gets their crap together. UPDATE: I still standby billing being terrible. They tried to charge me for another session and when I called they told me that that my first wrong charge was finally escalated and sent an appeal back to my insurance ironically the same day my therapist told me she was going to reach out to them.. a month after my first 2 inquiries and they only did something because my provider stepped up. Billing never reached out to tell me that they had sent it to appeals, I was told they “closed” my case and I would have to wait 60 days and they aren’t going to update me with the outcome & to basically figure it out myself. The lady I spoke to on the phone this day was very helpful and escalated the second wrong charge, she did end up reaching out to me recently and let me know that it was appealed through my insurance. For that I am grateful. I’m still hesitant to book further appts with my therapist because of the billing inconsistencies and total lack of communication if you don’t speak to the right people. It causes a great deal of stress to see that I’m being charged $130 for sessions that should be free per my insurance. I really hope that they’re able to fix whatever is happening because I do really like my therapist and the SonderMind platform aside from everything else.

Unable to contact them about anything, can't log in to the web site site. Nothing has worked like it was supposed to. Really like the Dr. But going to look for another platform. Disappointing 😞

Sondermind really is an abysmal "service". I don't know why the VA uses them. I requested therapist "matches" with 2 criteria. I stated it was very urgent as the family is in the midst of a serious crisis. The matches did not meet the criteria. When I requested a change they said it would be 24-48 hrs. Of course that buts up against a weekend. I guess the have no concept of what "urgent crisis" means. The issue if ever addressed will be a full week after the first time we requested matches. Their customer service is an email whenever they feel like it. My advice? Find a better service with actual responsive customer service. They aren't cheap but won't invest in their business by the looks of it.

Absolute garbage customer service. No one talks to you for days and as soon as they give a response they close the case. They never charged my insurance for sessions despite saying multiple times they did. Charged my credit card when I was an insurance client from the start. I ended my therapy with my provider bc of Sondermind yet they keep harassing me with reminders of appointments.

This company is terrible! If you have an issue, they will NOT talk to you on the phone to resolve it. Issues are handled through email only and I’m not sure where there customer service is located but they don’t seem to understand English!

I stopped therapy sessions in April of 2024. In March of 2025 I got double charged for a sessions that I did not attend. 4 days later I got charged again. They have my credit card information and they are just charging away. I reported a fraud claim to my bank and got them credited back to my account only to find that on April 1st 2025 there is another double charge for sessions that I did not attend. I have tried multiple times to contact them to no avail. I finally found a phone number and called only to be told that they don't deal with these kinds of issues over the phone and that I had to go to their website to adress the issue which I have done on 3 different occasions, to no avail. Stay clear of this corrupt company. They are just there to steal from you.

Therapist was amazing and it was easier to find good matches. I would never use SonderMind again though because of their billing issues. I have 2 insurances and have been trying to pay for bills from years ago still with them. I get automated emails or no response, I’ve only been able to talk to someone a couple times over the 3 years I’ve been dealing with them. I’ve seen weird charges, no itemized bills, and once again no response from their team which makes things super difficult. I would suggest using a different system even if this one is in your network. I didn’t listen to the other bad experiences thinking I’d be able to avoid anything with providing information and everything but unfortunately I think I’m going to be stuck trying to resolve my issue for another year at least

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.