Business Profile

Mental Health Services

Cerebral

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Complaints

This profile includes complaints for Cerebral's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

191 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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The 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:03/24/2025
Type:Service or Repair Issues
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.
My wife called in to let Cerebral know that we were not able to use any of the services in January due to the birth of our baby and multiple infections. They indicated that they would not be able to reverse the Jan/Feb fees but the next month would be free. I was just charged again. When you call, there is never an immediate resolution and you have to wait to hear back. Due to ongoing post delivery issues I want to cancel this service with fees refunded for Jan, ************* No services have been used and this was detailed to the customer service agent when called.
Business Response
Date: 03/25/2025
********, We appreciate you reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.

We sincerely apologize for any troubles you have faced. We have reviewed these charges and have issued you a full refund for the following billing periods: January 2025, February 2025, and March 2025, due to no utilization of services. This refund totals $877.50. Please allow up to 10 days for the refund to process and land back in your account.

If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able.
Initial Complaint
Date:03/21/2025
Type:Order Issues
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 3/13/2025 I paid $295. I was looking for a long term therapist who can provide on going care and also provide an *** letter. I specified that it was not something I needed immediately and I wanted to work with a therapist. I found one that is also licensed in a state I am moving to they advised me they dont provide *** letters. Thats fine I asked for another therapist through their customer service. The message was sent to the therapist who referred me to a paid service that just provides *** letters to anyone for a fee. This seems extremely unethical. If I wanted that I would have gotten a letter there on my own. I was then given the run around and it ended in them telling me to wait until I move to get a therapist to help me and closed the ticket. I can see why this company had 1 star and multiple complaints. They seem to not abide by ethics and falsely advertise services that most of their therapists do not offer. Apparently they do offer links to third party scam websites. Cerebral should update their website to specify that most therapists dont offer *** letters and that if they do you cant actually request them as therapists. Also should stop linking people to fake scam websites.
Business Response
Date: 03/24/2025

*****, Thank you for reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.

We sincerely apologize for any confusion you have faced. The decision to provide an *** document is at the discretion of your therapist and will depend on clinical appropriateness. In addition, I know this was previously communicated to you, but as your therapist stated, "The code of ethics for California state that a provider cannot provide an *** letter unless there is an established therapeutic relationship, there is a medical justification for the letter, and the provider has experience and training in providing those letters. I would be happy to meet with you to discuss this further. Also, I apologize if the website was not helpful. Here is the information about support animals that I can share to help guide you. I'd be more than happy to discuss this with you in more detail as needed:. They must establish a client-provider relationship with the individual for at least 30 days prior to providing the documentation.4. They must complete a clinical evaluation of the individual regarding the need for an emotional support dog.5. They must provide a verbal or written notice to the individual that knowingly or fraudulently representing oneself as the owner or trainer of any dog licensed,qualified, or identified as a guide, signal or service dog is a misdemeanor violation of Section ***** of the Penal Code." This is why your therapist provided additional resources for you regarding possibly obtaining an *** elsewhere, and also why our team recommended that you update your address when you move to a different state, so that you could be assigned to a new clinician at that time that is licensed in the state and a new request could be made.
Again, I do apologize for any confusion or frustrations you experienced. We have reviewed these charges and have issued you a full refund totaling $147.50, as you did not utilize services and attend a session. Please allow up to 10 business days for the refund to land back in your account. Your ********************** subscription has also been cancelled.
If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able
Initial Complaint
Date:01/27/2025
Type:Billing Issues
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.
Cerebral was one of many providers who explicitly advertised on social media to be able to help with ADHD and prescribe ADHD medication. I had one meeting with them, and they could not prescribe ADHD medication. They have continued to bill me every month since, knowing that I have **** and would not remember to cancel their monthly subscription. The are one of several online providers who advertise that they treat ****, are unable to prescribe ADHD medication, and then milk us for the fact we will not remember to cancel.
Business Response
Date: 01/27/2025
*******, Thank you for reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.
At Cerebral, we have a policy of not prescribing controlled substances, and while we do have non-controlled medication options for treating ADHD or ADD, our prescribers are able to prescribe a range of safe and effective medications that do not carry the risk of tolerance or dependence, which is advertised on our website. These medications typically include SSRI and SNRI medications to address symptoms related to various mental health conditions. In addition, our prescribers follow evidence-based clinical guidelines and may consider incorporating different classes of medications, along with proven therapeutic interventions, to ensure optimal outcomes in your mental health journey.
Regarding our billing model, I do apologize for any frustrations, but upon registering with us, you consent to have your payment method billed beginning on the date of registration and thereafter every month while the account is active. This applies even if you haven't completed the registration, met with a prescriber, or were prescribed medication. You can read more about our policies in our Terms of Use, which were agreed to upon signing up.
Also, It shows that the last appointment you had with us was successful and medication was prescribed, so services were utilized initially.
Regarding the refund request, I see that you spoke to one of our support team members on January 25, 2025 and requested a 5 month refund. That refund, totalling $475 ($95 X 5 months), was issued to you already, and you were informed via email that refunds will be processed within 10 business days, depending on your banking institution. If you have not received your refund and it has been more than 10 business days, please feel free to reach out to us for an update.
We sincerely apologize for any confusion you have faced.
If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able.
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
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 been using Cerebral since August for my mental health as it was marketed as a reasonable easy way to get mental health care and it was a total scam. They market it as $30 a month and they say NOWHERE that there will be other charges I then after find in the fine print they say they will warn you if there will be other charges 7 days before I was NEVER warned of any charges. thy charged me Oct. 21 2 charges one for $158.71 and one for $131.15 I contacted them immediately to cancel my account because this is obviously a scam and tell them to charge my other insurance for this charge that there was no warning for or advertisement for but I didnt try to fight them because I didnt think I would get anywhere. Their representative responded and said she cancelled my account and ran the charges through my new current insurance and I would hear back. Well not only did I not hear back, yesterday (11/13) even though my account is cancelled I got THREE NEW CHARGES ALSO BILLED THROUGH THE OLD INSURANCE EVEN THOUGH SHE SPECIFICALLY SAID SHE UPDATED IT TO MY CURRENT INSURANCE AND RERAN THE OLD CHARGES. Now they wont even respond to me at all. This company is taking advantage of people with mental health problems and it is absolutely sick. The current charges are for $45.97, $45.87, $74.98. The website says in fine print they will tell you if you will be charged anything 7 days before I was never warned and it also advertises that $30 is all you will pay obviously that is not the case.
Business Response
Date: 11/13/2024
*********, thank you for reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.
We apologize for any confusion you have faced with our billing structure. For in-network insurance clients, our subscription fee is $30 per month + applicable copays/coinsurance to be later billed by your insurance provider. When you register for our insurance plans, you agree that all completed appointments will be billed to your insurance carrier just as a standard in-person care visit. When your insurance is billed, you are responsible for any insurance determined cost shares. This includes appointments that happened prior to any cancellation or termination of services.Your insurance carrier was billed completed appointments during your months of service. They followed up stating that you are responsible for this amount due to a deductible, co-pay and/or co-insurance, as determined by your insurance plan. Your insurance can provide you with an explanation of benefits that breaks down and specify this charge further. Please note that it can take an ample amount of time for us to bill your insurance carrier, for them to process the claim, and for them to send us the finalized claim (****** days or longer).
We include this in our terms available to you during and prior to sign up as well as in the email you received notifying you of this charge. This charge is authorized and outlined in our Terms and Conditions accepted upon sign up: *******************************************************. If you navigate to the "Other Fees" section it states: "You agree to pay all other fees and charges associated with your User Account that are not included in the Subscription Fee, including, for example, appointment no-show fees, cancellation fees or late rescheduling fees, cost of prescribed medication and refills, costs of laboratory tests, single visits with a Provider that are not part of a Subscription, co-pays, co-insurance and deductibles and other costs not covered by your health insurance plan, and any fees for any Services that are not charged on a Subscription model (collectively, "Other Fees"), on a timely basis and according to the terms and the rates presented to you. By using the Services and incurring such Other Fees, you authorize us to bill and charge your payment method on file for such Other Fees in full."
We have reviewed these charges and see that your insurance provider has issued a copay or coinsurance charge. We are unable to adjust or refund cost-share charges from your insurance provider. We do apologize for the delay in insurance billing, as it can take time for the claim to finalize between your insurance provider and Cerebral. Below is a list of each recent insurance cost-share charges and the reason/date of service:
10/20/24: $131.15 - Insurance determined a financial responsibility [possible copay or coinsurance] for date of service: 8/14/2024
10/20/24: $158.71 -Insurance determined a financial responsibility [possible copay or coinsurance] for date of service: 8/15/2024
11/12/24: $74.98 - Insurance determined a financial responsibility [possible copay or coinsurance] for date of service: 9/4/2024
11/12/24: $45.97 - Insurance determined a financial responsibility [possible copay or coinsurance] for date of service: 9/17/2024
11/12/24: $45.97 - Insurance determined a financial responsibility [possible copay or coinsurance] for date of service: 9/3/2024

If you have additional questions about these charges, please feel free to reach out to your insurance provider for a detailed breakdown of the charges or a copy of your Explanation of Benefits.
As for your updated insurance card, this was uploaded to your account, but unfortunately the coverage date listed on your card is 10/01/24, and the invoices are for sessions between August and September, so we are unable to submit claims to your new insurance when it wasn't yet effective.
Your Cerebral account is scheduled for cancellation today, 11/13/24, as you had requested the cancellation. I also reviewed your account and do not see an instance where a response was not given by our support team, but if you ever have any additional questions or concerns, you can always reach out (even if your account is cancelled) by emailing ********************************** or giving us a call at *************** and our team would be happy to assist you!
Initial Complaint
Date:09/24/2024
Type:Customer Service Issues
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.
Cerebral states that they accept United Healthcare although refuses United Healthcare for ***************** I attempted to pay privately and they refuse to provide service. I believe this not legal and is discrimination and will be contacting an attorney, the ***, and Florida **** so that other people arent discriminated against based on their income regardless of whether they are willing to pay out of pocket for the service. I see absolutely no reason that a company will not provide mental health services to someone willing to pay fully out of pocket.
Business Response
Date: 10/07/2024
Unfortunately, Cerebral is not enrolled with ********, ********, or ******** and we unfortunately, cannot provide you with in-network coverage. As a result, we will refer you to an outside provider that can accept your insurance.If you have any questions or require further assistance, please don't hesitate to reach out to us. Thank you for considering Cerebral for your mental health care. We wish you all the best!
Warm Regards,

Customer Answer
Date: 10/07/2024

Complaint: 22330893

I am rejecting this response because:
The reasoning they give for rejection is that they do not accept ****************** Then they say that they cannot treat you at all if you have that insurance, even if private pay. As a healthcare professional myself, that is absolutely absurd. Theyre denying care based on socioeconomic class and that is 100% discrimination.
Sincerely,

***** *****
Business Response
Date: 10/07/2024
Thank you for reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.
We sincerely apologize for any confusion you have faced. Unfortunately, even on cash pay will put you at jeopardy of losing potential ***************** coverage.Therefore we cannot provide you with in-network coverage. As a result, we will need to refer you to an outside provider that can accept your insurance.
Wed like to provide you with some additional resources for the purpose of continuing your mental health treatment. We also encourage you to check with your insurance provider!
*************************: ************** assistance, food pantries, medical care, and other free or reduced-cost programs.
*********************: Programs that will help clients afford medications and other healthcare costs.
***************: Free telephone number available in multiple languages providing access to local community services such as physical and mental health resources; housing, utility, food, and employment assistance; and suicide and crisis interventions.
*********************************: Comprehensive outpatient clinic that qualifies for specific reimbursement under ******** and Medicaid.

Customer Answer
Date: 10/07/2024

Complaint: 22330893

I am rejecting this response because:
Ive been a healthcare professional for over 12 years and I have never heard of such a thing as insurance dropping you if you pay privately. I encourage BBB to look into the legality of the responses by Cerebral. I will also touch bases with an attorney to assure that this isnt allowed. Im sure its happened to many people that have less knowledge of the healthcare system who simply accept Cerebrals generic answer.

Sincerely,

***** *****
Business Response
Date: 10/07/2024
Unfortunately, Cerebral is not enrolled with ********, ********, or ******** and unfortunately, cannot provide you with in-network coverage. As a result, we will need to refer you to an outside provider that can accept your insurance.
Wed like to provide you with some additional resources for the purpose of continuing your mental health treatment. We also encourage you to check with your insurance provider!
*************************: ************** assistance, food pantries, medical care, and other free or reduced-cost programs.
*********************: Programs that will help clients afford medications and other healthcare costs.
***************: Free telephone number available in multiple languages providing access to local community services such as physical and mental health resources; housing, utility, food, and employment assistance; and suicide and crisis interventions.
*********************************: Comprehensive outpatient clinic that qualifies for specific reimbursement under ******** and *********
Customer Answer
Date: 10/07/2024

Complaint: 22330893

I am rejecting this response because:

Sincerely,

***** *****
Initial Complaint
Date:08/26/2024
Type:Service or Repair Issues
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.
Complaint ID: ******** I have issued a complaint before but BBB says it is closed as I did not respond. I keep responding that the business is at fault for not disclosing it was within the ************ kept saying out-of-network. I think it took advantage of me.
Business Response
Date: 08/26/2024
Hi,
Thank you for reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.
We apologize for any confusion you have faced with our billing structure. Our self pay plan types: Medication - $95/month, Therapy - $295/month and Medication + Therapy - $365/month (save $30/mo). More information on these plan types can be located on our website at *****************************************;
Unfortunately, your insurance was out of network. You can request a manual invoice from us after each billing cycle. This invoice can be submitted to your insurance carrier for potential reimbursement. Please note that reimbursements are subject to your insurance providers terms and conditions. Not all services you received through Cerebral may be eligible for reimbursement. Additionally, you may still be required to pay the remainder of your deductible before any reimbursement can be processed back. We recommend reaching out to your insurance plan directly for any benefit inquiries.
If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able.
Customer Answer
Date: 08/26/2024

Complaint: 22198778

I am rejecting this response because: they are just repeating what they have said. I tried to process invoices to my former insurer carrier. However this vendor was incorrect in stating it was out-f-network and the insurance said it was in network. When I tried to process it, it was already too late. The vendor is negligent.

Sincerely,

*************************
Business Response
Date: 09/03/2024
Hi, Unfortunately, your insurance is out of network. You can find our in network partners here : ************************************************ note that reimbursements are subject to your insurance providers terms and conditions. Not all services you received through Cerebral may be eligible for reimbursement. Additionally, you may still be required to pay the remainder of your deductible before any reimbursement can be processed back. We recommend reaching out to your insurance plan directly for any benefit inquiries.If you have additional questions about a claim , please feel free to reach out to your insurance provider for a detailed breakdown. If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able
Customer Answer
Date: 09/11/2024

Complaint: 22198778

I am rejecting this response because: business took advantage of me. They gave me information but never guidance when I needed it.

Sincerely,

*************************
Business Response
Date: 09/13/2024
We apologize for any confusion you have faced with our billing structure. Your insurance is still unfortunately out of network. You can find a list of in network insurances on Cerebral.com. For out of network, the invoices can be submitted to your insurance carrier for potential reimbursement. Please note that reimbursements are subject to your insurance providers terms and conditions. Not all services you received through Cerebral may be eligible for reimbursement. Additionally, you may still be required to pay the remainder of your deductible before any reimbursement can be processed back. We recommend reaching out to your insurance plan directly for any benefit inquiries.If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able.
Customer Answer
Date: 09/13/2024

Complaint: 22198778

I am rejecting this response because as I have stated before in prior complaint and this complaint that the company took advantage of me. I needed services and didn't assist me with the out-of-network navigation. I was vulnerable and once I did get it together therefore I came out the other side I was met with communication it is in network then out-of-network. I want to be compensated the amount of invoices.

Sincerely,

*************************
Business Response
Date: 09/16/2024
We apologize for any confusion you have faced with our billing structure. The out of network Invoices can be submitted to your insurance carrier for potential reimbursement. Please note that reimbursements are subject to your insurance providers terms and conditions. Not all services you received through Cerebral may be eligible for reimbursement. Additionally, you may still be required to pay the remainder of your deductible before any reimbursement can be processed back. We recommend reaching out to your insurance plan directly for any benefit inquiries.

If you have additional questions, please feel free to email ********************************** and we would be happy to support you however we are able. Also, please feel free to reach out to your insurance provider for a detailed breakdown
Customer Answer
Date: 09/17/2024

Complaint: 22198778

I am rejecting this response because: I do not have the insurance I had when I was using Cerebral services therefore I cannot do an out-of-network claim. I did contact and Cerbral and both were it's in-network and it's out-of-network. All very confusing from both. My resolution would be payment of invoices I submitted.

Sincerely,

*************************
Initial Complaint
Date:07/03/2024
Type:Billing Issues
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've been with Cerebral since 2021, they didn't accept my insurance for some time so I paid $85 a month out of pocket. Every few months I'd check if they updated insurance providers. One day in September 2023 I learned on my own they finally accepted it. I asked if we could start the new payment that I was told was $30 a month. That's my copay amount with insurance so I assumed I've been fine since then paying this. Mind you, I let it slide with the fact they owed me for months of over paying and no one finally adding my insurance I had saved on my account prior, which is like really? I also DID NOT get all my services I paid for monthly and they still said they can't do anything about owing me. So fast forward, today. I had a little over $100 in my account and they charged me over $200 individual payments cause my insurance finally told them I owed? They wait 11 months to process my insurance? I'm overdrawn in my account and they won't fix it. I offered another payment method and they refused. It's unethical. And feels absolutely illegal to charge people out of nowhere. I wasn't offered help or a payment plan or assistance. It was abrupt and they take no accountability. I have paid out of pocket when they accepted my insurance for lord knows how long, there were months I didn't get my treatments and I was still paying full amount and I was polite about things. Until now. They say I also owe almost $500 still and won't help me with what they already took without permission or a way to make this easier. They are thieves and do not care about mental health. I wouldn't be so persistent if I didn't feel they did wrong. I see another complaint they did the same thing. They have ruined my experience with them. I want my money back and don't use the excuse that insurance said I owed it so it's valid to take it. Cause we don't have to pay medical debt or hospital bills immediately and can make arrangements. I want and need help. Stop hurting consumers.
Business Response
Date: 07/03/2024

Thank you for reaching out to us. We would like to do what we can to help you and ensure that we are being receptive to your needs.
We apologize for any confusion you have faced with our billing structure. For in-network insurance clients, our subscription fee is $30 per month + applicable copays/coinsurance to be later billed by your insurance provider. We have reviewed these charges and see that your insurance provider has issued a copay or coinsurance charge. We are unable to adjust or refund cost-share charges from your insurance provider. We do apologize for the delay in insurance billing, as it can take time for the claim to finalize between your insurance provider and Cerebral. Below is a list of each recent insurance cost-share charges and the reason/date of service.
Insurance determined a financial responsibility a possible copay or
coinsurance for date of services: 11/8/2023, 11/14/2023, 11/20/2023, 11/22/2023, 11/28/2023, 12/5/2023, 12/12/2023, and 12/19/2023.
If you have additional questions about these charges, please feel free to reach out to your insurance provider for a detailed breakdown of the charges or a copy of your Explanation of Benefits. Our team has reached out to you directly via the phone and email address provided in the complaint. We look forward to assisting you.

Customer Answer
Date: 07/03/2024

Complaint: 21934955

I am rejecting this response because:
This is unacceptable business practices. I am asking for accountability and to make changes with how you deal with patients. You hurt me financially and no one tried to offer real help. Not one person contacted me, nor sent a letter, or an email, or a text advising i owed so much money at once. Not even payment assistance. Owing insurance copayments is not the issue, it's that you charged me out of nowhere and overdrawn my account by taking a couple hundred in separate transactions in one day. I disagree and stand firm in the fact it was wrong. I have a pre paid medical card for these things and you took from my checking account. I did not sign a document that this is okay to do, i would never sign anything that says go ahead and **** me hundreds without telling me. It's okay to charge people for an entire month and they don't even meet with a doctor or therapist, but you want your money. It's okay we don't get our full money's worth. If there was a chance I'd owe more, the person who helped me finally get my insurance processed in September should have provided documentation. And you guys should reach out when insurance contacts you late or at all. Because now it's on Cerebral. Not me. I do not accept.

Sincerely,

*******************************
Business Response
Date: 07/08/2024
Thank you for reaching out to us.We would like to do what we can to help you and ensure that we are being receptive to your needs.
We apologize for any confusion you have faced with our billing structure. For in-network insurance clients, our subscription fee is $30 per month + applicable copays/coinsurance to be later billed after submitting claims with your insurance provider. It is also outlined in our Terms & Conditions and Billing policy, when you sign up and agree to our terms. Unfortunately, We are unable to adjust or refund cost-share charges from your insurance provider. If you have additional questions about these charges, please feel free to reach out to your insurance provider for a detailed breakdown of the charges or a copy of your Explanation of Benefits.

Customer Answer
Date: 07/08/2024

Complaint: 21934955

I am rejecting this response because:
I never said I didn't owe. I never denied anything and keep getting the same answers. You are unethical at the end of the day,when you don't offer help and just take. I also offered to charge a medical account with what you took from me, and you're refusing. You took all I had and then some without notifying me of the massive charge or offering a payment plan. You claim it's because of insurance, no it's not, it's the way cerebral explained things when my insurance finally got set up. You wiped my account clean, and I offered a payment method that didn't financially hurt my bank account, and you all refuse to acknowledge it saying you can't refund. I never said REFUND like that. I was asking to put it back in my ACCOUNT AND CHARGE ONE FOR MEDICAL purchases. I pay every check into this medical account and you all think you have a right to do what you did. My relationship with cerebral is done after this. It was nothing but hassle during my time, but this takes the cake. The therapists and doctors, are great. But service, and then the handling of financial matters. I do not agree with. I stand firm, this was handled wrong.

Sincerely,

*******************************
Initial Complaint
Date:06/26/2024
Type:Service or Repair Issues
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 is supposed to be a mental healthcare service that I get my medications from. They have been stringing me along for over 15 days while I try to get my meds refilled. I keep being told that someone is going to get back to me and then I never hear from someone. *** made multiple attempts to get my medication and I get nothing but canned responses and that my request is being escalated. Now on day 15 Im getting no response at all. I have no other way to get my meds at this time and have been forced to go cold turkey off of my anti psychotic and sleeping meds. I also got an email saying they leaked my personal medical information which I thought was super illegal. I pay them $85 a month to ensure my mental health is taken care of and they cant even make sure Im getting my meds.
Business Response
Date: 06/26/2024
Hello ******,
Thank you for sharing your concerns about your medication. We empathize with your concerns and understand the importance of getting a medication that is right for you. Your well-being is our top priority. We have reached out to you directly via the email address provided in your complaint. We look forward to assisting you. Your health and peace of mind are important to us, and we are here to help in any way we can. We value customer privacy, and regrets the potential disclosure incident first reported to account holders in March 2023. Cerebral has since enhanced our information security and technology vetting processes to mitigate the risk of similar incidents, and recently resolved the FTCs investigation into the incident. For additional information, please contact ********************************
Warm regards,
Customer Engagement Team, **********************
Initial Complaint
Date:06/25/2024
Type:Service or Repair Issues
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.
Cerebral sold my private personal and heath *********** to TikTok and other social medias
Business Response
Date: 06/27/2024
Hi *******, Cerebral values customer privacy and regrets the potential disclosure incident reported in Mar. 2023. Cerebral has since enhanced our information security and technology vetting processes to mitigate the risk of similar incidents and recently resolved the ***s related investigation. Pursuant to the ***'s order in this matter, affected consumers will receive restitution administered by the *** using funds reserved from Cerebral's settlement payment in the coming months. Please contact ******************************** for additional information.
Customer Answer
Date: 06/27/2024

Complaint: 21897639

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 06/27/2024
I would like to receive compensation for the lack of confidentiality about my mental health. This was an extreme violation of privacy.
Business Response
Date: 07/01/2024
Cerebral values customer privacy and regrets the potential disclosure incident reported in Mar. 2023. Cerebral has since enhanced our information security and technology vetting processes to mitigate the risk of similar incidents and recently resolved the ***s related investigation. Pursuant to the ***'s order in this matter, the *** will be administering restitution using funds reserved from Cerebral's settlement payment in the coming months.Please contact ******************************** for additional information.
Customer Answer
Date: 07/01/2024

Complaint: 21897639

I am rejecting this response because:
It does not fix the error that has effected my health care and ability to trust my privacy is upheld by cerebral.
Sincerely,

*********************************
Business Response
Date: 07/01/2024
Cerebral values customer privacy and regrets the potential disclosure incident reported in Mar. 2023. Cerebral has since enhanced our information security and technology vetting processes to mitigate the risk of similar incidents and recently resolved the ***s related investigation. Pursuant to the ***'s order in this matter, the *** will be administering restitution using funds reserved from Cerebral's settlement payment in the coming months. Please contact ******************************** for additional information
Customer Answer
Date: 07/02/2024

Complaint: 21897639

I am rejecting this response because: they just keep replying with the same generic message.

Sincerely,

*********************************
Initial Complaint
Date:05/30/2024
Type:Customer Service Issues
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.
Used this service for three months. There is zero customer service. You are tossed around to a different agent every hour. That goes for chat and email. The doctor to patient relationship is garbage. Dogs barking in the *************, appointments last no longer than 10 mins. I was not given the services that I was told would be provided. So I disputed the charges on my card, but ceribral said they provided the services since I obtained a prescription the doctor wrote, which is laughable. Clearly a company not in it for mental health but for $$$$
Business Response
Date: 05/30/2024
Hello ****, thank you for reaching out to us.
I know that you have already spoken to a member of our client support team regarding this request, but after further review, we regret to inform you once again that your account is currently ineligible for a refund. I can confirm that your Cerebral subscription is now canceled, but because you did utilize services at Cerebral, including completing six sessions with your prescriber (Feb 7, 2024, Feb 19, 2024, Feb 29, 2024, Mar 5, 2024, Mar 18, 2024, Apr 22, 2024) and receiving medication, your account is not eligible for a refund at this time. At Cerebral, we operate on a subscription-style billing model, where clients agree to our Terms & Conditions upon registration. This policy applies uniformly to all our clients. You can feel free to review in more detail here: *************************************************************;
We sincerely apologize for any inconvenience this may cause, and we want to assure you that we are still here to support you. If you have any further questions, concerns, or need assistance with anything else, please don't hesitate to reach out to us. We are committed to providing the best care and support to our clients.

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