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:11/05/2024
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.
I paid for weekly sessions through Nov. 30 on Nov. 2. It is Nov. 6 and BetterHelp app erroneously showed that I lived in *** still, not Calif.Each time I verified myself, it reverted back to only being able to select Va. therapists, not ones in ******I called BetterHelp many times, and got a *** who couldnt help, but could type messages to an IT help desk. No one called back to clarify the issue. I received scripted email responses, that didnt respond to my issue of changing my address.They finally told me to use their website on a laptop.I finally got the address change to stick after subscribing again. I paid for the sessions, despite originally not being able to select a Calif. therapist.The app let me select one in ***After months (since moving in June) of trying to change my address, so it would stick, I thought I had gotten it to work.Then, yesterday, the Calif. therapist messaged me that she cannot help me since I live in ***I Googled BetterHelp and saw other people have issues with ***eat auto renewals, despite canceling, so I immediately saw the app defaults to auto renew.I promptly hit cancel, and the app gave the message that I could use it until Nov. 30.However now, when I try to message the California therapist, the app says I must subscribe again, and a big continue button pops ***** prevents me from messaging the therapist. I am missing out on the weekly session I paid for, and even if I could message the therapist, this week is now gone.The app says I have access through Nov. 30 only since I did not want auto renew. The therapist yesterday typed a message saying she cannot help me since I live in ********. I requested a refund, thought it finally worked, but it has not worked.I request a refund for the above reasons AND since I cant schedule for the sessions now even if the app worked properly, since the therapist was not available until Nov. 15 and the app is cutting me off Nov. 30.
Business Response
Date: 03/14/2025
Please ask that they contact us directly regarding this concern at ************************************************************.Initial Complaint
Date:11/01/2024
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.
Ive signed up for an online counseling session from. Better Help. I was matched with a counselor that had very different area of expertise than what I was seeking. When trying to contact the company to cancel the service I have never used, they do not respond and have continued to charge my account.Business Response
Date: 11/07/2024
This has been resolved.Initial Complaint
Date:10/25/2024
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 signed up for this service, had an appointment and canceled due to family crisis. I contacted the therapist said that I wasn't continuing. I saw I was charged for the missed appointment but, later I saw I continuing to be charged weekly.Business Response
Date: 11/15/2024
This has been resolved.Initial Complaint
Date:10/23/2024
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.
This happened yesterday, 10/22/24, I went BACK to Better Help (tried them off and on before, which has been a mixed bag of pros and cons. My issue has been money in the past with them), I signed up..while I was being matched with a therapist , barely had a chance to give them a try before i saw $260 taken out, (they are not clear with services being weekly or yearly imo), which caused me a negative in my bank. So..I quickly cancel it, realizing that this is just...how they do things sadly with money. They DID refund me last time due to my then therapist..being flighty and me basically paying them ...for NO services for a month or two. THIS time, I canceled it the same day as I went back in. My bank is going to charge me three payments of $35 in overdraft fees, MY paycheck will mean nothing come Friday and I can't ask for more money from my folks. >< Betterhelp..is NOT for the limited income folks in any form. They're great IF you have money to burn, which I do NOT have. Also, their billing statements are very confusing and inconsistent! Sometimes my weeks would be spread out like a weekly payment(BUT then it when it would renew, it would be over $200) The best resolution for this , to me , is 1. my $260 back stat! 2. Three overdraft payments of $35, which they caused to happen b/c of the $260 and 3. complete removal of me from their system. This was the 2nd time I have gotten messed up on money b/c of them. I'm willing to overlook no payment for the $35 (x3) in overdrafts from the bank, BUT that would REALLY help the financial hardship they put me in to a T!Business Response
Date: 11/14/2024
Please ask that they contact us directly at ********************************** to resolve the concern.Customer Answer
Date: 11/14/2024
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:10/22/2024
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 asked to cancel on the 19th of September, 2024, ( see copy of email). and they went ahead and withdrew on the 25th of September,2024. I disputed this but Better Help is not wanting to honor my wishes.Business Response
Date: 11/02/2024
This has been resolved.Initial Complaint
Date:10/21/2024
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 was searching the web for a Mental Health Therapist and filled out three forms on three sites. I received a call back and set up an appointment for myself and husband. The next day I received an e-mail from one of the other Therapist sites saying I had a scheduled appointment with a therapist. I sent them an e-mail back and canceled that appointment and that I had found a therapist. The next day they e-mailed me back with another appointment date. I checked my bank credit card and they billed me $65.00. I never spoke or talked to anyone. No real person at all. Nothing. Please make them leave me alone. I have a mental health problem and don't need this craziness.Business Response
Date: 11/07/2024
This has been resolved.Customer Answer
Date: 11/07/2024
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,
***** BoddisInitial Complaint
Date:10/17/2024
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 wanted to see a therapist and found Better Health. I went on their site and was asked repeatedly to put in my card. I often do this but until I 'agree' to therapy or a service, the card is not used. The card was immediately within 5 minutes BILLED for $208 and when I tried to remove the card I could not, and when I tried to cancel this, I could not. I called the number 4 times, each time I was told 'we have nobody you can talk to about this.' They said they would email me. I waited all day. I did not receive an email. I did not receive a call. I am still waiting to remove my card and get a refund for $208 as I did not use ANY of their services and I now won't. They are impossible to reach. They do not make it possible to remove your financial details. I feel so upset that this happened and it shouldn't be like this for any company to be able to do that. I want a refund as I did not use any of their services but they also need to remove my financial information from their site and make it possible for clients to do this, and not bill them without our permission. It is not right.Business Response
Date: 10/27/2024
This has been resolved.Initial Complaint
Date:10/07/2024
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.
10/8/2024 I decided to reach out to Betterhelp for online therapy.I followed an advertisement stating free services through their website. I input all of my information necessary and told them what is bothering ***** the end of the information gathering I was presented with a massive weekly ********* services are not posted anywhere on their main site. Free services are only advertised to draw broken people in then break their spirit once a large bill is placed before them. Many people probably just sign up for the service because they are already too deep into the process, but I am broke and can't afford food, much less over one hundred USD per week. Which brings me to my next point: during the information gathering there is a section to select restricted or non-existent income (unemployment) and how much money you are bringing in per month. I selected $0 throughout to find a measly $7.50 USD discount per week. I don't want their help, I want them exposed. Free means Free. I needed help and could not get it because of their monetary greed.Business Response
Date: 10/13/2024
Please ask that they contact our team directly at ************************************************************.Customer Answer
Date: 10/13/2024
Complaint: 22390211
I am rejecting this response because: There's no resolution posted in their response. Why would I accept an offer from them without any context? What is their idea of a resolution here? Where is the benefit to the consumer here? What good would it do for me or anyone else if I accepted a blank offer.
Sincerely,
***** ********A seriously confused consumer.
Business Response
Date: 02/08/2025
We have not received an email from this individual to review this concern. Any free promotion offered by BetterHelp can be accessed during the promotional period. Our team can further review, if we receive contact. Our contact information is ************************************************************.Initial Complaint
Date:10/07/2024
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 joined under the offer for an economic hardship discount, which I have not received, and I am now being charged a different amount than I expected. Additionally, the company has been negligent in addressing my concerns. I have not received any invoices for the charges to my credit card, and there is no one I can speak to regarding these issues. My therapist seems unaware of the membership charges, which adds to my frustration. The responses Ive received have been vague and ambiguous, leading me to question the integrity of the service. I initially participated without insurance, hoping for a supportive experience to alleviate my emotional struggles. However, I had to change therapists twice, as neither was a good fit for my needs, and I did not receive the level of support that was promised. Given these circumstances, I believe a full refund is warranted and necessary. I kindly request your prompt attention to this matter, as I would like to resolve it as swiftly as possible.Business Response
Date: 10/23/2024
Please ask the member to contact us using the email address associated with his account, so we can assist.Customer Answer
Date: 10/24/2024
Complaint: 22389819
I am rejecting this response because: I have made several attempts contacting them without any response. Their messages seemed to be automatic without any resolution a problem
Sincerely,
******** ******Business Response
Date: 10/27/2024
This has been resolved.Initial Complaint
Date:10/04/2024
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 9/23 better help charged me $260 without my consent. They offered a free trial session then charged after that. They wont email back or refund. They have no phone number to call.Business Response
Date: 10/15/2024
This has been resolved.
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