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Based on 9,555 reviews
BetterHelp4.4Honesty, pricing, process and quality scores appear once 5 customers have rated them.
BetterHelp is the world's largest counseling service and is 100% online.Get professional, convenient and affordable counseling provided by licensed, accredited and vetted counselors that you can trust. Get help with a range of issues including depression, anxiety, relationships, trauma, grief, and more. With our counselors, you get the same professionalism and quality you would expect from an in-office counselor, but with the ability to communicate when and how you want.Learn more at www.betterhelp.com.
BetterHelp (betterhelp.com) has 9,555 customer reviews on Folks Told, with an average rating of 4.4 out of 5.
Showing 165 reviews with 3 stars · Clear filters
Anonymous
I like Better Help however it is costly and you cannot schedule more than one appointment at a time with your therapist which sometimes is stifling for me who lives by a schedule. So I don’t always get the other to maximize enough therapy sessions for the month.
Hollie J.
BetterHelp is billed as 'simple' and 'easy' way to start therapy, and claim that they match you up with someone suited to you. I found this couldn't be further from the truth. I completed a questionnaire, and the person I'd been matched with wasn't a specialist in the issue I was seeking help for. When I asked to change therapist, I was sent an email with some other options, all who also weren't suitable. I was told they had no way of filtering for the requirements (i.e something so basic as psychologist vs counsellor, or even country the therapist was based in) and then just sent a directory to trawl through myself. There was no way to filter and I had to just open about 30 tabs to compare them. I found it quite shocking given their supposed USP, they don't have operational functionality to search/filter within their own directory. I closed my account and was left wishing I'd just found someone independent rather than wasting that initial months membership.
anonymous
No way to get a hold of any live person in customer service. I accessed BetterHelp through my EAP, but it was a difficult to get additional sessions added when a different issue arose. Also, the first counselor I scheduled with only offered therapy via chat, which was not clear in her profile. The system counted two sessions against me for that waste of time, and I'm appalled to think that this was likely billed to my employer as actual services provided. You also can't message your therapist without a paid account if your EAP sessions have been used up.
Ally A.
Their service cannot be faulted but the level of management around payments and contacting customer services to negotiate payment options NEEDs to be improved. Right now I have had my service cut off because they have tried to take payment from my account and I don't get paid until the last day of every month. And there is nowhere on their app where you can tell them when best to take payments for subscription costs. So now, today I've missed my therapist session because due to my service being cut off, I'm listed as offline but I'm on the app. And everytime I try to message my therapist it keeps prompting me for payments that I don't have the money for until the end of the week. And they can wait as well coz they're not getting a penny sooner than I can afford it.
Reply from BetterHelpMay 29, 2024
Thanks for reaching out Ally and expressing your concerns. All BetterHelp memberships are billed on a weekly basis, so if you are on the 4-week plan, your billing date may not be the same date each month. That said, if you are ever unable to meet with your therapist within your billing cycle, you can reach out to our Member Success Team for assistance. I am going to request the email address associated with your account, through a TrustPilot form, so we can look into how we may be able to help. Sincerely, BetterHelp Team
Darren T.
Great platform, very good therapists/coaches. The platform is too rigid in some respects. I forgot to add a promo code and they wouldn't honour it and one 1 occasion, the Telecommunications wasn't good, although I've reported this, I never heard anything back or got a refund. If my therapist was on another platform, I'd switch. It's not a great model for customer care. Refunding a bad session (or forgotten promo) could ensure a more loyalty ...
Reply from BetterHelpMay 28, 2024
Hi Darren, We are so happy to hear your therapist has been benficial towards you reaching your goals! We would be happy to see if there is anything else we can do to help with your account concerns as well. I am going to request the email address associated with your BetterHelp account, so we can speak further. Talk soon, BetterHelp Team
Jjd
I was ‘gifted’ what was termed a free month. In reality it wasn’t free it was 15% off of an 80$/ week billed monthly. I needed the support and objective help as I had lost my job and no longer had insurance. I would also suggest clumping this in expenses in searching for a new job as it served that purpose too. The ‘free’ wasn’t truly free but the rate was semi affordable for me. You NEED to be honest seriously
Reply from BetterHelpMay 23, 2024
Hi JJD, Thank you for bringing this to our attention, as it doesn't sound usual. Our Member Success Team is always available for any account questions and would like to look into what happened, so we can assist further. I am going to request the email address associated with your BetterHelp account, via a TrustPilot form you will receive shortly, so we can work together. Talk soon, BetterHelp Team
customer
I signed up for a plan but didn't understand it was a weekly recurring appointment, which I was not able to commit to. When I queried this with the better help support team, they claimed to not recognise my email address and would not investigate further. I am not at a considerable monetary loss for multiple missed appointments. Thankfully betterhelp got back to me regarding my experience and refunded me for all unused sessions. I thought this a very professional result to a subjective position. Thank you Betterhelp.
Reply from BetterHelpMay 16, 2024
Thank you for reaching out and we are sorry for any trouble with locating your account. We are happy to look into this further, so that we can get your account set up in the way you'd prefer. I am going to request the email address associated with your BetterHelp account, through a TrustPilot form you will receive shortly, so we can work together further. Talk soon, BetterHelp Team
Gavin B.
I feel that the price structure isn’t great for people that are potentially struggling with life. You are quickly tied into paying monthly regardless if you can bring yourself to use the service or not. I ended up paying 216 for a single session which wasn’t really helpful in anyway
Reply from BetterHelpMay 9, 2024
Hello Gavin and thank you for sharing this feedback. While I can confirm we are a membership-based service and don't bill based on sessions, our Member Success Team is always available if you need assistance with your account. They typically respond within 1 business day, but I am going to request the email address associated with your BetterHelp account. We would love to see if there is anything we can do to help you continue reaching your goals. Talk soon, BetterHelp Team
