Complaints
Customer Complaints Summary
- 369 total complaints in the last 3 years.
- 103 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:12/18/2024
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 have been charged $300 a month after cancelling at the end of May. I have not had this serious issue addressed by Better Help.
Business Response
Date: 12/21/2024
Please ask that they contact us directly at ********************************** to resolve the concern.Initial Complaint
Date:12/18/2024
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 DO NOT recommend betterhelp. I put my card on file for a one time session and it charged my card for several months that were never used. You cant reach a person to talk to about it and have sent about 25 emails but all of the emails have not helped get my refund at all because I dont have the original card and my email address I was using no longer exists. They are just simply sitting on about ***** of my money and are refusing to refund it.Business Response
Date: 12/21/2024
Please ask that the individual contact us directly, using the email address associated with this complaint, for our team to review further.Initial Complaint
Date:12/14/2024
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 sought counseling via BetterHelp based on an online advertisement. I had three (3) sessions for which I paid $65 for each. This company does not take or file insurance, so these are all out-of-pocket expenses. I told my counselor I could not afford further sessions because I had lost my job and she suggested contacting BetterHelp to see if they could give me a discounted rate. I sent a message to them about this but they didn't answer with anything other than to pause my membership. So, I tried to pause my "membership, then decided to just cancel it and when I did so, I saw that I will continue to be billed until January 19, 2025! I cannot afford that, which is why I cancelled! I was under the impression I could cancel at any time. I cannot pay this and and requesting no more charges. I cannot even access my account now to be present for any sessions and yet I will be charged for 5 more sessions? I repeatedly reported connectivity problems with the video option. I was never able to connect with my counselor via video chat. We had to talk by phone. No one ever responded to my request for assistance with connectivity.Business Response
Date: 12/21/2024
Our team has responded to the inquiry to resolve the concern.Customer Answer
Date: 12/22/2024
Complaint: 22688792
I am rejecting this response because: There is no resolution. This is what you wrote: "Our team has responded to the inquiry to resolve the concern."I want written confirmation that BetterHelp will not charge me for any sessions which I did not agree to. I cancelled my "membership" on 12/14 after my last session and received notice I would be charged for 5 more sessions. At that point, I attempted to rejoin so I could at least use what I am being billed for. I requested, on that same day, one day after seeing my assigned therapist, to be assigned the therapist I had already build a rapport with, and BetterHelp tried to reassign me someone else.
Additionally, BetterHelp never addressed any of my requests for assistance with the platform. I was never able to connect with my therapist via anything but the phone. The video option did not work for any of our sessions, and BetterHelp did nothing to help me resolve this issue.
Again, I want to know that BetterHelp has not charged me for any additional therapy sessions past the last one I had on 12/14/24.
Sincerely,
******* ******Business Response
Date: 01/02/2025
Please contact us via email for any additional support with this request.Customer Answer
Date: 01/07/2025
Complaint: 22688792
I am rejecting this response because: I have sent numerous emails. The last email I received from you said that the billing department would be contacting me, and they never have contacted me. I want these extra charges removed, and no more charges!
Sincerely,
******* ******Business Response
Date: 01/19/2025
We have responded to the concern on Dec 22, 2024. We have not received a reply from the email associated with this complaint. Our team responds to concerns within 24 hrs. If they had contacted us from the email associated with their account, the concern would have been addressed.Customer Answer
Date: 01/23/2025
Complaint: 22688792
I am rejecting this response because: I have not heard from the billing ***** as promised. I would like a full refund for all unused visits following my cancellation.
Sincerely,
******* ******Initial Complaint
Date:12/13/2024
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.
I signed up for this service hoping to get counseling. It was my understanding that I would be charged per session. The first ********* they paired me with didn't show up for the session. I waited 30 minutes on the video call but no one showed up. I scheduled a session with a different ********* and met with him one time. I then found a local ********* that I could see in person. I notified the Betterhelp ********* that I would not be need to schedule with him again. However, I keep getting charged for sessions. I am willing to pay for the one session that I attended, but I want my money returned for any other charges.I'm attaching the billing history. ******** ****** is the ********* who didn't show for the call. The second session with *** ******-******** was the only one I attended.Business Response
Date: 12/14/2024
Our team has responded to the concern.Customer Answer
Date: 12/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, a refund has been issued, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:12/09/2024
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.
I canceled a membership on Betterhelp probablly 18 months or more ago. At that time, I was able to log in and had no active membership. I thought of considering a new one and looked at who they would recommend. They started charging me $320 a month since July without any notice or emails or anything citing this was happening. I had this escalated to me by my accountant this week.I never spoke with anyone, this is so unprofessional. I received no notices or anything this was going on. I never met with anyone a single time. This is an extremely bad practice.Business Response
Date: 12/21/2024
Please ask that they contact our team at ************************************************************.Customer Answer
Date: 12/22/2024
Better Business Bureau:
Complaint ID ******** is resolved. They were very proactive to address the situation.
Sincerely,
******** *******Initial Complaint
Date:12/05/2024
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.
When I first started counseling services with BetterHelp, 10 minutes into the first session, when I said I was wondering if I had ADD (which I had also stated in my pre-counseling form) he said I cant help you and disconnected our video session. It took about ******************************************************************************** up to a different counselor (I have been very pleased with her).I then contacted them in November (I think around the 23rd) but I can not give the exact day, because with you once you send them messages you can not longer view your message. I have sent them multiple messages that I wanted to cancel my subscription, however, BetterHelp has not responded to a single message.Business Response
Date: 12/14/2024
This has been resolved.Initial Complaint
Date:12/05/2024
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.
On November 2nd I requested a cancellation for my therapy membership with Betterhelp. I was charged and I told them that I did not plan to continue for the moment. Someone responded and said they would help he with a refund which never happened. I was charged $288 On October and did not use any of the four weeks therapy waiting for a refund. After weeks of waiting I also decided to put a pause on my account. But on December 4th I'm being charged again $288. I have emailed them several times and no response.Business Response
Date: 12/14/2024
This has been resolved.Initial Complaint
Date:12/03/2024
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 had signed up for a free trial with better help in October but then we got it by hurricane ****** down here in ******* and I needed to cancel immediately because I could not afford $90 a week when Im having to rebuild everything from not 1 but 2 hurricanes. I canceled it within the timeframe yet every single week theyre taking money out of my Apple Pay and Ive been trying to get it to stop and get my money back for it like I said a service that Ive never used And I keep hitting brick walls. They dont have direct phone numbers and they hide behind answering services and Chatbots so they can keep taking your money even though they have a 100% moneyback guarantee for their company. Its 100% guaranteed that theyre gonna take and take and take but they aint gonna help you. This is supposed to be a company that helps with mental health and instead its just causing me to have mental health issues. They have taken out 660+ dollars and counting and I cant talk to a human being or get a refund because they dont careBusiness Response
Date: 12/14/2024
Please ask that they contact us directly, using the email address associated with their account, at **********************************Customer Answer
Date: 12/15/2024
Complaint: 22633686
I am rejecting this response because: I have already reached out to them vis email and have been ignored for months now.
Sincerely,
******* ******Business Response
Date: 12/21/2024
We do not show any contact under the email address used to file this complaint. The individual will need to reach out to our team, under the email address associated with the account, to resolve the concern.Initial Complaint
Date:12/03/2024
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.
Better Help was contacted many times in the past year and a half that we no longer needed their services. They have been charging a monthly fee of ******/month for no services rendered. We have been trying to be nice but now we are done. You can only get the answering service and they say someone will get back to me but they never do.Business Response
Date: 12/14/2024
Our team responded to the concern and we are awaiting the reply from the individual to review further.Initial Complaint
Date:12/03/2024
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 promised to be assigned to another therapist, via email. I gave them permission to cancel the appointments I currently have. Via email, they told me I can cancel my membership after I gave permission. This is infuriating because I feel like I am targeted by customer service after telling them I am Eastern Orthodox. I have attached the email thread. I am requesting that the office of the CEO review it.Business Response
Date: 12/14/2024
We have responded to this concern. Our team had interpreted a request to cancel incorrectly and has apologized for creating upset.
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