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BetterHelp - Therapy
BetterHelp · 148,065 ratings · ★ 4.8
4.8
★★★★★
148,065 ratings
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Top complaints - extracted from 14 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"therapist"
7 negative reviews mention this · 50% of all complaints
★★★★★ "UK therapists. All of the therapists recommended were Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on ho…" - mdbahamas
2
"insurance"
6 negative reviews mention this · 43% of all complaints
★★★★★ "Predatory Pricing. I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely in…" - Leslie Abraham
3
"charged"
6 negative reviews mention this · 43% of all complaints
★★★★★ "Predatory Pricing. I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely in…" - Leslie Abraham
4
"money"
6 negative reviews mention this · 43% of all complaints
★★★★★ "Predatory Pricing. I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely in…" - Leslie Abraham
5
"help"
5 negative reviews mention this · 36% of all complaints
★★★★★ "UK therapists. All of the therapists recommended were Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on ho…" - mdbahamas
6
"later"
5 negative reviews mention this · 36% of all complaints
★★★★★ "Predatory Pricing. I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely in…" - Leslie Abraham
7
"account"
5 negative reviews mention this · 36% of all complaints
★★★★★ "Predatory Pricing. I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely in…" - Leslie Abraham
8
"therapy"
4 negative reviews mention this · 29% of all complaints
★★★★★ "An absolute ripoff.. Just pay for chat GTP… paying $100 for a “week” of therapy to be given a > 40 minute appointment a full calendar week after installing the app, when you thought you were going to have some to talk to about the problems your experiencing in …" - Jedrams
9
"sessions"
4 negative reviews mention this · 29% of all complaints
★★★★★ "Predatory Pricing. I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely in…" - Leslie Abraham
10
"therapists"
3 negative reviews mention this · 21% of all complaints
★★★★★ "UK therapists. All of the therapists recommended were Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on ho…" - mdbahamas
11
"between"
3 negative reviews mention this · 21% of all complaints
★★★★★ "UK therapists. All of the therapists recommended were Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on ho…" - mdbahamas
12
"better"
3 negative reviews mention this · 21% of all complaints
★★★★★ "UK therapists. All of the therapists recommended were Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on ho…" - mdbahamas
📋 All 14 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
UK therapists
All of the therapists recommended were
Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on how to change to a
Different therapist , but all therapists were again UK based
With 3-5am
Availability
Hours.
Located in the UK and their available times were between 3-5am my time which was not OK with me. I have sent 3 messages to Better Help through the app and by email with only an automated response on how to change to a
Different therapist , but all therapists were again UK based
With 3-5am
Availability
Hours.
An absolute ripoff.
Just pay for chat GTP… paying $100 for a “week” of therapy to be given a > 40 minute appointment a full calendar week after installing the app, when you thought you were going to have some to talk to about the problems your experiencing in real-time is just insane. The AI is probably going to be more helpful than a therapist anyway.
Predatory Pricing
I was quoted as paying $0 with my insurance and had 2 sessions which were okay, the therapist was nice enough but didn’t give me a lot of anything useful, then 2 months later i was charged $50 per session with no warning. It’s absolutely insane that they can do this with no warning. The sessions were absolutely not worth my money. And contacting customer service is a joke. all they do is take down the info and email it to a robot. Good luck getting a refund or getting any help deleting your account. Stay away and find a real therapist who can tell you what you’re paying up front.
Poorly managed and pushy
App keeps changing my therapist at random (twice in a row). Precious communication is blocked on my end and I am forced to sign up new sessions with a therapist of their choosing (can’t use the app until a session is set). Support is not helpful. Big disappointment.
Worst company of them all !
$832 to talk to a sham of therapist twice and got charged for nothing for weeks in between. I highly recommend staying away from doing any kind of business with this deplorable company !
BEWARE
A better help therapist actually worsened my mental health!!! I thought it was my fault until 3 years later I mentioned the incident to a psychology grad. I tried multiple therapists through this service and they were all terrible. One of them literally talked about herself for the entire appointment and she was clearly driving in her car, another one told me I should “just get over it” after I talked about surviving a school shooting.
Money hungry
I didn’t even use the services it took too long to match me and I tried to ask for a refund but you can only cancel the next payment. Idk why it makes you pay if you aren’t even getting any help.
Take your money don’t even show up to the appointment
First therapist said nothing during the appointment so I switched, second therapist no call no-show to the phone, but charged my account. Both of these therapists could charge my account but failed to actually provide services. So it’s obviously some hustle therapist are using to just get extra money. Make sure you get your refund.
Charged after cancellation
I chose to cancel my membership because I felt this style of therapy was not working for me. I was using insurance, there is no option to cancel when you sign up through insurance, I had to switch to the pay out of pocket plan to cancel. I thought that was sketchy but I really didn’t want to use this app anymore and why should insurance pay for something I’m not using? So I did that to cancel. I received a confirmation email that it was cancelled. 12 days later they charge me $135. Why? I have no email or invoice regarding this charge. I also cannot find an invoice on my account either. What kind of company takes your money without sending a receipt?
Do not subscribe! Silently you will lose money
After being disappointed with services I cancelled and did no more sessions, only to discover months later they silently charged over a thousand dollars off my HSA savings! No emails about the charges, no individual consents, I’m sure I clicked “agree” in the multi page consents at the beginning but this is unethical. Look elsewhere or guard your credit card!
Almost zero insurance options
Unless you have Medicare, you’re pretty much screwed for insurance. Look elsewhere if you’re insured.
Be aware
I used better help for about 2 months and was told on my payments and receipts that my sessions were $0 with my insurance but was later charged for my sessions. The response their customer support team gave was vague and very “sorry the information was incorrect”. May work for you but I cancelled my account.
Please read
I’ll start off with this. I missed my first session because I could not get on my account. Nothing but issues when I tried to get on account and I had to make a new account to contact support about it. I understand if I still have to pay for the session. But the fact that you guys punish customers that pay all out of pocket is so messed up. You guys should really rethink that. I understand if it was insurance but I am paying out of pocket! You should be happy with the price I was already going to pay. Yes I missed the session but still! Now the only reason I have a 2 star review is because the lady on support chat got the no-show fee taken, and she was very nice. Now I gave you guys my insurance and told you I was going to start using my insurance with you but after what happened with the issues getting into my account for my session, and you guys wanting 50$ extra, I will be taking my business elsewhere. The fact that this happened to me and probably others, has made me think very low of grow therapy.
Thumbs down
Great for quick therapy but I recently lost my insurance and this app will not allow me to review any of the messages between my counselor or the recourses she sent me. I’m simply waiting for my new insurance and this app conceals every bit of information until they are making money from me again, as if…. this is another app more concerned about money than helping people.
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)