BetterHelp.com is the online home of BetterHelp, a company who says their goal is to provide their customers with access to quality, professional help when they are facing life's challenges so they can be happier.
The website promises that all the counselors you can be matched with through the BetterHelp website are licensed, board accredited, and qualified with either a PhD or a masters certificate in addition to years of counseling experience.
How Does It Work?
Customers will sign up for an account and fill out a short questionnaire so you can be matched with a professional counselor who can provide the support and guidance you need. Once you've created your account and been matched with a counselor, you will begin communicating with your counselor via online messages, whenever you need, on your schedule.
Customers can communicate with their counselor on an unlimited basis each week until they feel they have successfully overcome the problem or obstacle they were facing. Customers are welcome to cancel their membership at any time without penalty.
Customers can sign up, get matched, and begin speaking to your counselor all for free. Customers who decide to continue with their services will pay a flat fee of $35 per week for unlimited counseling, which gives you the ability to speak to your counselor as much as you need.
Since BetterHelp allows their customers to pay for services on a week-by-week basis, their website does not detail any overarching or general Refund Policy. Customers who feel they have an issue or complaint that warrants a refund should contact Customer Service and deal with their situation on a case by case basis.
Customer Service Contact Info
Customers who would like to contact their Customer Service team with questions, concerns, or complaints can do so by submitting them directly to their website through their Contact Us link, by phone at 888-688-9296, or by traditional mail at 440 N. Wolfe Rd, Sunnyvale, CA 94085.
The few reviews available for BetterHelp at this time tend to be very positive, and reviewers describe a very professional and beneficial experience which just happens to have the added advantage of being accessible by internet or through your mobile device.
It is still important to understand, however, that BetterHelp does not claim that they are a replacement for professional therapy or counseling. They are an additional or alternative tool that people may use if traditional therapy is difficult to schedule or cost prohibitive, but depending on the issues you are dealing with, you may still be referred to a traditional mental health professional if that's what they feel is best for your needs.
Is It Safe?
Customers who are concerned with privacy issues are assured by BetterHelp.com that their system is HIPAA compliant to ensure your privacy. They provide banking grade encryption which allows users to be completely anonymous, even to your counselor.
Competitors and Alternatives?
Online counseling is a fairly new type of service and it doesn't seem as though BetterHelp has many competitors in the market right now.
If you have any experience with this company or their products, please leave your BetterHelp reviews below.
243 ‘BetterHelp’ Reviews
I signed for the free trial and was matched with a counselor straight away. I wrote what was on my mind and my counselor always replies quickly. I've tried real life counseling in the past which helped too, but I quite like the way I can put my thoughts together in a message rather than talking. I'm not sure online counseling will work for all but it's definitely helped me.
Can't delete my account
I subscribed to Better Help out of curiosity and now I would like to delete my account. I can't find a way to do it, even after searching through the whole site.
So glad I gave it a try
For many reasons, I was skeptical about BetterHelp before I tried it. I wasn't sure if it would actually be effective, and I was worried that I might end up wasting money that I could instead be spending on face-to-face sessions. However, being someone who has avoided counseling for years partially because of fear and partially because of my extremely busy schedule, I have benefited greatly from BetterHelp. My counselor sends me multiple messages per day, and I can respond to them as frequently or infrequently as I want. Sometimes I respond immediately, and sometimes I spend time thinking and reflecting on my own before responding, and having that kind of flexibility is so liberating. I get to take my time writing out thoughtful and well-articulated responses to her questions, which enables me to think deeply about whatever issues we're discussing. When I heard about BetterHelp, I was afraid that I would feel like I was talking to a robot, but it hasn't been like that at all. My counselor has a way of projecting sympathy and humanity through her messages. I'm a working student, and BetterHelp is providing me with exactly what I need right now: easy, accessible, affordable therapy that adapts to my schedule and is done discreetly.
Sympathy, not substance
I wanted a counsellor who could argue back with me about certain philosophical and emotional beliefs that I have. I felt depressed and hated myself because of them. Sadly, although my counsellor tried to help, all she really did was assert that "It's not your fault" and say she was sorry for me. I didn't need sympathy, I needed an explanation and I didn't get it.
I should admit that, given time, my counsellor may have improved. We talked a lot in the space of a week but I then cancelled my subscription. This is because EVEN THOUGH IT IS CHEAPER THAN NORMAL COUNSELLING, IT STILL COST MY ENTIRE WEEKLY BUDGET AS A STUDENT. What I also found very disappointing is that they did not notify me until they had already started charging me (after a trial); this means I have no money for food this week.
Helpful when you feel like you need to talk to someone and get an objective reply. You get advise from an expert, and you have the conversations saved to refer to whenever you need. I will definitely use it again.
Beyond amazing 100% NOT a scam (The only people who think it is are ones who would provide their credit card info, and click agree and accept on a lot of things without actually reading a word)
This site is amazing, and I truly hope you will read my review in full if you are considering signing up, because there are a lot of negative reviews by people who were too lazy to read what they were agreeing to, and then complain after the fact.
First of all, my counselor Erin is fantastic, I signed up for the free trial figuring what do I have to lose, and haven't regretted it for a second. As someone with anxiety, it's been hard for me to get help because I can't stand the thought of actually talking to someone or seeing them in person. I've tried, it just makes things worse.. So for me, having the online interaction is perfect, especially since I can communicate my thoughts easier through written word. Erin has been very kind and understanding and is genuinely providing me with a lot of help and support and is giving me the tools I need to get better. Based on the therapy alone I would give this 5 stars.
NOW, for all those negative reviews you see by people butt hurt at the cost. They either are used to just clicking "accept" without reading, have a short attention span, or simply like to selectively forget things and then complain about it trying to bring down a company that's done so much good.
I signed up for the free trial.. I had to accept when they asked if I was sure that by signing up for the free trial, I agree that unless I cancel, my card will be charged once my free trial has ended. They then break down that it is 45$ / week, and you will be billed monthly for a total of 180$. Simple as that they laid it all out there for you, and you have to accept. It's not hidden in a long drawn out terms of service type blurb.. It's a short section basically saying DUDE ARE YOU SURE BECAUSE THIS IS WHAT WE WILL DO, ONLY CLICK YES IF YOU AGREE. There is zero sketch factor in that. They ALSO tell you exactly how to cancel, and where to click, if you wish to cancel your membership at any time. AND when they ask for your credit card info, they explain that this is done to help avoid people signing up for free trials and clogging up the system with people who will just keep making fake email addresses for more free trials since they do need to pay their counselors and this is not a free service. THEY FREAKING EXPLAIN WHY THEY NEED YOUR CREDIT CARD.. AND THEN ALSO TELL YOU AGAIN THAT YOUR CARD WILL BE CHARGED THE FIRST DAY AFTER YOUR FREE TRIAL ENDS UNLESS YOU CANCEL.
So you see, nothing sketchy.. and those negative reviews you see, are by people who clearly have nothing better to do then to try and damage a good organizations reputation.
Heck, I even got an email a few days into my free trial to ask how things were going, and again was told how to unsubscribe if I wasn't happy with their services, and if there was anything they could do better in the future. Does that sound sketchy to you? Heck no!
Anyways, I've had a wonderful experience so far, it is WELL worth the 180$/month to have unlimited online access to my counselor. For me, it is perfect.
This service won't be for everyone, if you want someone who will respond within 5 mins of your messaging them, or want extreme one on one attention, you should probably find a shrink nearby that you can see in person as a regular patient. However, if you are like me and simply want someone to talk to, that can provide you with some help, teach you coping skills, and be there on a daily basis, this is a great place to go. I highly recommend and hope that everyone considering joining give this a shot.. Be sure to read everything they say, and if you agree with their terms, then try it out. Don't blindly say yes, give your credit card info, and then be upset when they charge your card.
Helpful and convenient
Being extremely shy I was never able to contact a therapist, but when I found out about BetterHelp I gave it a try, and I could not be happier! Talking about my problems with someone that can listen and give me advice has helped me greatly, and being able to write to my counselor whenever I need to, without needing to set up appointments, is incredibly convenient.
The first week is free so I I recommend you to give it a try!
Helpful and convenient
I have found BetterHelp easy to use. You can have one week free and see how it works for you. Another good thing is that you can discreetly change your counselor if you want. Also you can apply for a discount of 50 % depending on your financial situation.
I find the conversations deep, challenging and thought provoking. They do not just go along and tell you whatever you would like to hear.
PLEASE I NEED A REFUND
Kindly refund my money. I wasn't able to check my email and then you have deducted a total of 180 dollars on mu account? I wasn't even planning on doing the counseling and you charged me with an unplanned subscription without any confirmation/contact/invoices. Please refund my money. That was a lot of money and I badly need that. Please consider this and answer my emails.
Please do a refund
Hello, I am asking for refund. Please notice my message here and me contacting you in your email. I was not planning to continue the counseling and I was automatically charged 180 dollars without any confirmation? If that is how you deal with people, then it is very ironic to say that you're advocating happiness and peace. Please talk with me and help me claim my money back again. This is me asking nicely. Thank you.
One size does not fit all
There are different ways to practice therapy by method and while there are therapists on better help that work using a variety of different methods, there is no method to how you are placed with them. You tell them what you think is wrong with you, there is no diagnostic process of any kind and then they place you with someone. I've already talked to two therapists you are just asking me questions and asking me how I feel about my answers. It's the parody of therapy more than it is actually helpful and when you want to change therapists due to the matching process being a joke, there is a wait. It took no time to find the first flake, but if I want to see someone else it takes two days to find them, bull s****.
One of the best ways to change your life!
I started counselling using this website a little over a month ago and I am seriously impressed with everything that's happened so far.
I will address the billing a bit later on.
As for the website itself, and the counselling, you pay less for a lot more in my personal opinion! You start off by answering a half hour survey related to your issues (where you can go into a little detail in a free text box too) before you're matched up with your counsellor within 24 hours.
Once you're matched up, you get to see a little profile of your counsellor, written by them as well as their testimonials from other clients. I was already satisfied at this point as it felt like I was entering into something totally professional and catered towards me.
The counselling itself has been wonderful. It does help that I went into it knowing what I wanted, but the counsellor I have been matched with, Jocelyn Beer, is a joy to talk to. She has been incredibly empathetic, empowering and accurate in assessing and helping my issues. She understands me completely, and she offers so much useful advice. I often find I wake up, read a reply and am stunned at just how much I could take on board from what she has said. She has provided me several worksheets and activities to try and help me break out from unhelpful thinking. It's been a thrilling experience!
The best part is that you have access to your counsellor anywhere as you can use their dedicated app on your phone to access all your messages. All the posts between you are held in one big back and forth, kind of like reading an email chain. It's very accessible. You can type however much you want, whenever you want and know that your replies are strictly confidential. I found the online experience has helped me far more than face-to-face simply because I feel so much more at ease divulging intimate secrets and embarrassing truths about my life when I need to. I don't feel like I need to hold anything back, and it's definitely reassuring to know I have someone who I can trust. I'm sure for some people who may be more vulnerable, this would be the important part of the service!
My counsellor has been responding to me daily and provides me with feedback almost down to each little point I make. She treats me with absolute respect and values me as a human being. Of course, there is a little less feeling of gratification compared to speaking face to face, but they even offer a service to be able to have a chat with your counsellor over the phone, if you need it.
By far the best part about the service is the feeling that the company values your opinion and your voice. I was approached by email by one of the staff who asked me if I had any feedback for the service. I wasn't expecting a reply when I wrote back, but I got a swift reply, they were grateful and addressed my ideas (so I know it wasn't a canned response) It was clear they wanted to pass on my ideas I had about improving the site. They are clearly committed to constantly improving themselves, as after I left a testimonial for my counsellor i've been approached again to offer my feedback. They even offered me a free gift as a thank-you for my testimonial.
I would like to address the issue with the billing. I was told I would only have to pay weekly after the first free week. But like everyone else has said, the full monthly payment came out of my account. I agree with everything people have said, that there needs to be far more clear communication to the customer about what will happen after the first week. Honesty is absolutely the best policy, and I understand why some people feel scammed by this. However, I invite you to look past it. Once you know you will be billed monthly, as long as you are okay with this (which I am, it suits me better, as i'm happy to continue) then you really can't go wrong. I believe that if you do cancel midway into the month the company will refund you for the other weeks not taken up. So you won't be overcharged at the end of it, but it may take a little to get the money you're owed back. I have not yet been through this process, so I do not know what to expect yet.
Regardless I urge you to try and look past this and give BetterHelp a chance! It really is worth every penny! If you do decide it's not for you, you can cancel before the week ends.
I have submitted for free account on Monday, 11th December before midnight (European zone). They didn't explain that they will take money without permission. This morning they took from my account 45$ dollars. Actually, this amount is still reserved. I have contacted their customer support tea. Even if they claim they we will get a response during the day, I didn't get it.
I have checked TERMS and Conditions section this morning, and it is not mentioned in terms.
This is my worst internet experience.
I also reported this to National bureau for customer protection and tomorrow I am going to send request to VISA.
SHAME ON YOU!!!
I'm Not Just a Number
I've been dealing with Mental Health for some years now. Unfortunately, local counselors and doctors are currently overwhelmed. I've had trouble getting the help I need and more importantly, when I need it.
BetterHelp asks you what is important to you in a counselor as you are signing up.
I love working with my counselor. When there's an issue, she helps me break it down and take it in baby steps. And then we also get to just chat a bit, which feels less formal and less intimidating.
I personally believe it's worth the time and the money. On that note, you get your first week for free, and my counselor was already helping me within that week. They tend to be able to respond in 24 hours or less from my experience :)
Unimpressed based in other's reviews
I was interested in the possibility of accessing a service such as this, but seeing how they have mistreated their clients, debiting them large amounts of money without proper notification has me disenchanted to say the least. All successful strong businesses operate with good ethical treatment of their clientele with customer service as a priority. This practice of billing already vulnerable people after the one week trial seems sneaky and a very low class move. If this company really wants to be successful in the long term then they would be wise to step up their customer service and billing practices and address the concerns that have even aired here. You've already lost a potential client here.
Suffering from depression and anxiety that finally became too much to handle and it was extremely nice to have someone to talk to at all times. Laura who I worked with was kind and extremely thoughtful on how to help me and was honest in her help. I greatly appreciate the fact that someone was available to talk after business hours which helped me the most. I would recommend it to anyone.
RIPPED OFF $160 FOR NOTHING
I have never been felt so cheated by any sites and its a shame that betterhelp has done this.
I got tricked into signing up for a free trial which they had advertised. I signed up hardly used the service for a 6-7 days and they have charged me today $160, forwhat ? Is this the ethics of this company? to trick people into signing up and then charging them even if they are not using. NEVER EVER WILL I USE THIS SITE AGAIN, If i do not get my refund i will take legal action . Never recommending this service to anyone.
I signed up with BetterHelp because they promised a 1-week free trial. I assumed they would advise me or send me an email when the trial deadline nears to ask if I wish to continue or not.
They just deducted money from my Paypal - JUST LIKE THAT? Without my approval? Without any warning?
I NEED A REFUND! THIS IS NOT THE PROPER WAY TO DEAL WITH CLIENTS WHO ALREADY HAVE EMOTIONAL ISSUES.