Reviews

Review Details

• Review fromNatalie G

  Date: 06/30/2025

  1 star
  Last year, SonderMind had a glitch with their autopay system. They did not make clients aware of this glitch, and, consequently, several months passed where clients thought their payments were processing, but they weren't. For me, enough time passed that I had several hundred dollars worth of unpaid copays accumulated. When I finally realized this, I contacted SonderMind to ask about it. Without informing me and without my consent, they began charging me every week in large chunks so I was forced to pay the entire balance within one month. They did not allow me to set up a payment plan, and I was not able to remove my debit card information from their website. Eventually, their customer service stopped returning my calls and emails.I am writing this review now because on Thursday, June 26, 2025, I received an unpaid balance notification. (Again, I use autopay, so this should not happen.) The balance was for a failed autopay for an appointment on March 27, 2025 that failed on April 14, 2025. Again, I did not receive a notification until several months after the failed payment. Here is the text of the email:"You may have noticed that you haven't been charged for some sessions. We found an error with our system that automatically charges you after an appointment. We fixed the issue, but in the meantime, you can find your outstanding balance in your account.What you need to know: -When you log into your account, navigate to the 'Billing' section on the left side of your portal. There you can see any outstanding invoices and pay them now.-Any unpaid invoices after July 11, 2025 will be charged one-by-one on a weekly basis until complete."I attempted to log into the portal to make a partial payment and received an error message that my payment information was invalid. (All automatic payments since this failed payment have successfully been processed.) I do not have an option to set up a payment plan or schedule incremental payments.

• Review fromKeith C

  Date: 06/30/2025

  1 star
  The therapist was absolutely wonderful the billing department is messed up they will not Bill your insurance correctly they will not use the correct codes required by the ***** ***************** they will automatically charge you for your sessions and not submit to the insurance company with the corrected codes they will bill you instead I have contacted my insurance company multiple times on my situation they keep telling me they feeling the wrong code when I started with them they were billing it with the correct code then they changed and started building with the wrong code then taking money out of my own personal checking account to cover their bill it takes them forever to get back to you and will not resolve the issue

• Review fromChuck B

  Date: 06/28/2025

  3 stars
  I went to the ** mental health department and they assigned me to Sondermind. So hopefully I won't have a trouble with billing. But I have had some trouble with there system. I get emails saying i have a questionnaire to fill out and I click the link and all it does is take me to the portal with my *********. I yet to find a link that works. I contacted there IT department and told them I'm using Edge. So they send me all this info on Chrome. My first ********* I thought was ok but at the end of the first session she said she couldn't handle my troubles. Second ********* cancelled before we got started. But my third ********* is great and really interested in helping me. Also after the second ********* somehow I had been kicked out of the system. I had to go back to the VA to be put back in.

• Review fromJared H

  Date: 06/25/2025

  1 star
  I was charged over $200 for a session I believed was canceled. I even received an email from SonderMind stating that the therapist had canceled the appointment. When I reached out to support, they insisted the session took place but were unable to provide any clear evidence or explanation. The lack of transparency and accountability left me frustrated and concerned. I expected better communication and billing practices from a mental health provider. I hope SonderMind takes steps to improve how they handle situations like this.

• Review fromChasidy K

  Date: 06/18/2025

  5 stars
  Absolutely love my therapist she listens to me and gives me the best advice she can.

• Review fromShawna W

  Date: 06/14/2025

  5 stars
  ******* is great caring therapist. I always leave feeling better & heard.

• Review fromBrant G

  Date: 06/07/2025

  5 stars
  My therapist has been very intuitive to my healing and self-improvement. I find wonder mind to be a fantastic platform with an easy to use UX.

• Review fromJohn P

  Date: 06/01/2025

  3 stars
  It is impossible to speak with a customer service *** on the phone. You have to send an email to them, waited for a callback or email and nothing. Crickets. My provider is excellent and is patient and listens to me.

• Review fromMadison G

  Date: 05/28/2025

  1 star
  I've used Sondermind a few times to see a therapist that I've been seeing for checkins from another telehealth provider because it was cheaper. I was able to see her without issue except video/audio glitches at times. The major problem with Sondermind is that patients cannot contact billing directly. I've been emailing the billing department in attempt to get a bill taken care of for months. My insurance provider was suppose to have covered my appointment and I believe it was paid. I was emailed that I would be billed about 2 months after and was able to get a payment hold with Sondermind which I greatly appreciated. My insurance provider stated that they did not receive a claim so I believed that was the issue. I logged into my insurance account at a later date to see that there had been a claim but it was not with Sondermind, it was under my therapist's name and that's why it wasn't covered. I called them to confirm this as well. After emailing Sondermind about this and requesting to set up a payment plan to pay off a bill that was less than $150 and ask why the appointment claim was for $260, I was basically left on read. They refuse to email me back about any of these concerns. If I call their customer service number then I'm told to keep emailing which I did. This inability to rectify a minor issue is unprofessional. I have been respectful and deserve the same respect in return. In the end this means I cannot see my therapist via Sondermind anymore due to a communication issue.

• Review fromEmily M

  Date: 05/28/2025

  1 star
  So, as seems to be the trend loved the therapist we were seeing. And would give her 5 stars with out question. If she was the only deciding factor. We started treatment with ***************** and later added the state ********* At first we were told "we are having issues with the system and can't bill them electronically. So, if you see an email with payment to be made forward to us and we will take care of it." Became Crickets and my bank account hitting negative values because to this day nothing has ever been billed to ******** even though they indicated billing would happen. Actually got clarification once I started throwing around words like fraudulent and illegal. We actually don't have contracts with the state ******** so not illegal however we will write off these charges as a courtesy. You will have to request this for each service and will take 30 days to review. Great, when no one responds to emails and notifications of payment are done 5 days in advance if you are lucky. (I believe there was atleast one of less than 24 hours). When I canceled the card they had on file they made the counselor cancel all future sessions including one the next day until new payment method is provided. Totally unethical, and unreasonable business practices for the services being provided.