Complaints
Customer Complaints Summary
- 383 total complaints in the last 3 years.
- 101 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In November *********************************************************************************** used ANY worksheets, group meetings, or ANYTHING on their platform. I have been charged $260 on my credit card for the last 5 months. They are attempting to keep $520 for no rendered services. I want to warn others (against possible exploitation) who are looking for legitimate mental support.This company posits they are here to help.
Business Response
Date: 04/19/2025
This has been resolved.Initial Complaint
Date:04/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
in January I contacted them for online counseling service. Prior to the first appointment, I sent a text to the counselor stating to cancel everything. They have continues to charge me $90 every two weeks there after. Every time the appointment reminder was sent I responded with I have canceled all services. They have continued to charge.Business Response
Date: 04/05/2025
This has been resolved.Initial Complaint
Date:03/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged for two EAP sessions ($80 each) and no therapy occurred. No expectations were shared. I want BetterHelp to refund my employer, and they did not provide a service.Business Response
Date: 04/05/2025
This has been resolved.Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company requires a deposit and if you do not use the service they continue billing you until you catch it. I was stupid and did not catch it and although they it the therapist they recommended provided no service I was charged for 19 ********* is a scam hiding behind a document and people should know they would do thisBusiness Response
Date: 04/05/2025
This has been resolved.Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Better Business Bureau,I am filing a formal complaint against BetterHelp, **** for deceptive advertising, improper billing practices, and failure to provide services as advertised.BetterHelp charged me $320 per month for 22 months (7/26/23 - 3/7/25 totaling **$7,040**) despite never receiving a single therapy session. After I contacted them, they refunded only 6 months' worth of charges ($1,920) but have refused to fully refund the balance.I signed up for BetterHelps services based on a TV ad and endorsement by a well-known *** player who promoted BetterHelp as a way to break down barriers to mental health support. The promotion implied that therapy would be subsidized or more affordable due to the athletes involvement. This created a false sense of trust and credibility, influencing my decision to sign up.BetterHelps failure to deliver services consistent with the value implied by this endorsement constitutes deceptive advertising under Oregons Unlawful Trade Practices Act (UTPA).I have now filed a civil lawsuit for **$40,000** based on financial harm, emotional distress, and punitive damages.I request that the BBB assist in resolving this dispute by recommending that BetterHelp provide a full refund and compensate for the emotional and financial harm caused by its deceptive business practices.Sincerely,****** *******Business Response
Date: 04/19/2025
.Initial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
3/12/25 $68.00 Amount debited by Better Help after using free trial from my work for 1 month from my bank account. I immediately went to cancel the membership as I had tried a few days before, when you press cancel it asks have you messaged your therapist and you need to before you can cancel. I couldn't find how to message the therapist. Then I kept hitting cancel but it asks why do you want to cancel, then automatically gves you a discount and does not cancel. I submitted an email help request through the app and called yesterday evening to get the membership cancelled, I received an email today from someone who said she understood I wanted to cancel, but gave me another 30%discount that would automatically renew at $56/week instead of $68.00 they had already charged and refused to cancel and refund still., She said they would keep my money except for the difference unless I send the another message saying I want to cancel.. She did not say how much the refund she already sent was exactly, just that I wasn't able to cancel yet and my new weekly rate automatically charged qnd continued will be $56.00, not asking for a confirmation just telling me. This is a highly predatory business, I already told them I could not afford my bills and only intended to use a free trial. They seem to prey on people with mental health disorders and financial difficulty, when you cancel they give a discount instead and want to keep charging. Also you cannot use this service in your medical records and to diagnose with the licensing requirements for states, so it is not like standard mental healthcare even though they present it that way.Business Response
Date: 03/14/2025
This concern has been resolved.Initial Complaint
Date:03/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This tele-health website is a disgrace. They think they help people by taking their privacy from their patients. I have never felt the way this company has made me feel. I want this website/business taken off the internet. Ive already put in a complaint and got denied and I will not let up on this Ive read and heard all sorts of reviews and aligations from this website. People want helpBusiness Response
Date: 03/09/2025
We cannot confirm this is an individual who has been a customer of our service. Please ask that they email us directly to resolve any concern with using our service.Customer Answer
Date: 03/17/2025
Complaint: 23006098
I am rejecting this response because: I had to completely delete my Gmail. The email that your website had been attached to I had to delete my entire data existence from a data breach. I had one email account since I was 13 years old Im now 28 years old. I lost everything from your company selling personal data. I had years and years worth of pictures of my siblings, kids, family. My 16 year old brother committed suicide every last memory I had of him was attached to that email and my meta data. Your company claims to help people? Ya well while I was trying to get help for such things your company did the opposite. Ive been a very positive women my entire life until I got ahold of your website. Original email was ******************************
Sincerely,
***** ******Business Response
Date: 03/22/2025
We cannot confirm any of the stated information as the individual has not contacted our team with the email address associated with an account at ******************.Initial Complaint
Date:02/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
BetterHelp advertises that they provide mental therapy. While that may be true in some cases, they do not have the correct vetting practice in place to deliver what they promise. As a new client, they require payment in advance before a patient even meets a therapist. They take an enormous deposit and assume that the patient will be matched with a therapist that is responsible, likable and good at what they do. I have had two interactions with BetterHelp therapy and they were irresponsible and unprofessional. I waited two weeks for my therapy appointment. The therapist was 10 minutes late to my first appointment and she was lying on her couch. The unprofessionalism made it completely impossible for me to even begin on a journey of self-help. BetterHelp has made my mental health state worse, has now delayed my treatments as I need to find a trusted therapist, and they charged me for it! They charged me $328 for NOTHING but more mental issues to deal with. They are preying on those that actually need help. Something needs to be done about oversight to protect those that are mentally vulnerable.Business Response
Date: 03/14/2025
The concern has been resolved.Customer Answer
Date: 03/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:02/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for Better Help. I was charged a "counseling session" when, in fact, I never spoke with anyone. The public needs to be made aware of this fraud. I am looking to be immediately refunded. This is such a scam.Business Response
Date: 03/14/2025
This has been resolved.Initial Complaint
Date:02/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased 4 weeks and after 3 sessions with regain the therapist suggested we stop therapy and my husband start individual therapy. We emailed Better Help mo response despite there 1-2 response time on the email. I reached out and ***** said to cancel membership and she would process refund she had not responded to my email.Business Response
Date: 03/14/2025
This has been resolved.
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