SonderMindReviews of sondermind.com

The therapist at our first meeting said that preachers use fear to get rich. My father dedicated his life to a religion I no longer believe in, but there was never a more moral or loving father than mine and I can assure you there was no "getting Rich." The second session she insulted my wife, who I am currently having problems with. It's flat out rude to attack someone who is not present to defend themselves. On the third session, I hung up on her when she started suggesting past life regression. The New Age is old hat now.

I was in a really, really dark place and it took a lot of strength to do the digging to find a therapist. I went through my insurance portal to look at options for therapists. I found a couple I was interested in contacting but the only option given to me was to go through Sondermind. I was given no other option than to make a profile with my credit card info in it. They asked me questions about my preferences, then only gave me a handful of options, none of which were the therapists I initially was looking into contacting. I tried changing the preferences to seek the therapists I was seeking in the first place but Sondermind didn't allow me any option at all to try and expand my results, which was surprising and unnecessarily restrictive. They prompted me to schedule a first session with one of the recommended therapists, so I did, since I was in such a bad place that help from anybody would have been better than help from nobody. When the time came for the session, I received NO call, NO text, NO email, and not even a message in Sondermind. They did absolutely nothing to make the session happen. Then I got a surprise charge of $85 for a "no show," which I guess was buried in the terms and conditions. I just can't believe they didn't even attempt to reach me during the time of the session, and there were no clear instructions on what I was supposed to do at the time. I reached out to customer support and even the therapist directly, and their response was essentially "not my problem." No solutions offered, no empathy. It was so disheartening because I was seeking help from a really dark and hurt place. And it feels like they screwed me over and don't care one bit. I feel robbed and taken advantage of. I can't help but to feel punished for trying to get help. An $85 charge is something I can't afford right now and it can't even go toward actually getting therapy. My original review was flagged and taken down by Sondermind. Instead of reaching out to me to resolve the issue, they put in effort to make sure people don't know about the experience I had with them. I would not use or trust this service. It's a huge red flag that they give you no option to remove your credit card and no option to delete your account. I sent in multiple requests to delete my account and when they finally got around to it, they didn't even delete it; they deactivated it. Still storing my credit card information even though I do not want them to. (Side note, I tried changing my credit card number before the charge while I try and resolve the issue, and they somehow got access to the new credit card number and still charged me the $85). I understand the concept of a no-show fee and I do not disagree with it. But I can't help but feel like they were perfectly fine with collecting the fee without even attempting to make the session happen during the time. This is a service that was not made to help people, but instead solely for profit.

If I could give no stars. I would. I was charged for a session that I wasn’t even on. I waited on the therapist to call and nothing! This was two weeks ago. And they have not refunded me. You have no way to call just contact us by email. Good freakin luck! These ppl should not be helping anyone. Much less for someone with depression.

Super sketchy. Sent a message to customer support with an insurance question that never got answered after three days, and then when I had my first video session the technology didn't work. If you're in the business of caring for people's mental health, you really need to do a better job.

As many others are complaining, it comes down to improper billing practices. I don't understand how it isn't fraud. I was changing over to Medicare at the tail end of last year, and was told by my therapist (who I love) that Medicare wouldn't be covered until after the 1st of the year. So I stopped sessions. After the 1st of the year, I then reached out to my therapist to ensure that everything was square with Medicare. And she said yes, so I resumed sessions in January. My therapist states that she submitted all of our session billing on time. However, it wasn't until May that I come to learn that I'm being told I'm responsible for 100% of the billing, as the Therapist wasn't credentialed with Medicare. These claims date back to January. Why wasn't I immediately informed in January when the 1st session should have been processed? As I would have stopped sessions. I follow up with my insurance broker, who followed up with Medicare, and tells me no claims were submitted. (If Sondermind actually submitted to Medicare, I should have received an EOB from Medicare in January of the denial, but did not). Nor did I get informed back in January that I wouldn't be covered. Sondermind should have posted every session immediately to their portal when the therapist billed. Only in May I get hit with $1K+ in billing and they of course just start charging my credit card. If I was informed in January, I would have ceased services until the matter was resolved. My therapist tells me she voided all of the services (because she didn't want me to pay for something that should have been covered), and Sondermind is still planning to bill me for the remainder come August. I have been constantly emailing with Sondermind now for a month to no avail. I don't know how this isn't fraud when Sondermind didn't not immediately inform me in January of the issue, and only bait and switched me to be fully billed in May for sessions going back to January.

For a company working in mental health whose customers and clients are vulnerable, this company does it's best to prey on every weakness. TLDR: Lied about services being covered to bill me for services I would not have agreed to if I had known. Customer Service response was, it's your responsibility to pay. Horrific Company. I have had issue after issue with billing with this company, first they charged me over $200 for a session because my provider miscoded the session and when she reached out to them to fix it immediately, they said they would, but they did not and charged me anyways. Then after discontinuing sessions after my therapist suggested dieting plans when I opened up about my struggle with ED, they sent out bills for sessions they told me were completely covered. I had been receiving communications that said my sessions were completely covered by insurance, which is the only reason I continued to sessions, otherwise I would not have been able to afford it. But after recieving a bill for my last two sessions (after months of weekly sessions), I called my insurance and they said they actually denied every claim. Had Sondermind told me FROM the beginning, instead of telling me my sessions were covered I never would have continued my sessions at all. Especially when they lead to the worsening of my struggles. Now I risk them back billing my thousands of dollars for sessions they already told me were covered. Jamie in customer service handled this horrifically and unempathetically. This person should absolutely not be working in customer service or the mental health field. I have waited over a week for responses to my customer service requests, before they would be responded to. Truly horrible company, needs investigation for fraud. Sondermind is a capitalist company only seeking to get as much money as possible and preying on the vulnerable by making a convenient site. Do not use.

This platform is nothing but a SCAM. First of all, they kept charging me repeatedly when I didn't have any sessions scheduled and would not respond to my inquiries about these charges. Second, they charged me twice as much as I was quoted initially for the one session I had (considering my insurance is supposed to cover more than half the cost, as i was told by SonderMind). Third, I wrote in 3 or 4 times to their customer service dept. telling them not charge me upcoming fees (that their automated email said I was about to be charged), and their site guarantees a response within 24-48 hours, but I did not receive a response even 5 days later, and they went ahead and charged me hundreds of dollars anyway and for God knows what. Fourth, I had one session with one therapist who was sweet and nice and all, but for every single issue I brought up that I was dealing with in my life, she responded with a whole long tangent about stuff SHE was dealing with! I started to feel like I was HER therapist. And there is no way for me to take my card off of their site so I am still currently dealing with how to get them to stop charging me! I've tried calling but the only department you can reach by phone is their scheduling dept, and the billing dept refuses to answer my emails. There is a good reason you don't hear much about SonderMind! Because they are a crappy company who should not be in business, especially dealing with people seeking support and help.

Sondermind has terrible customer service for the constant billing issues it causes. They now have no phone support, and email and the contact us form it provides receive no response. I’ve been incorrectly charged over a thousand dollars for sessions that are supposed to be covered by insurance (and that I have inputted into the system). Almost half a year ago I was told that I would receive a refund for their billing error, and repeated attempts from my end to follow up have been ignored.