Complaints
Customer Complaints Summary
- 393 total complaints in the last 3 years.
- 95 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/10/2025
Type:Status:ResolvedMore 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 signed onto BetterHelp on May 9, 2025, after not being on it for 5 years. I was considering using the service again. But I wanted to apply for financial aid or update my payment method before deciding. Before I even had the chance, i was immediately charged $260.00 to my ****** and the money was removed from my bank account right away. I was not adequately warned that I would be charged and by what payment method when moving forward. I didn't even know I was changed until I was alerted by ******. I immediately tried to reverse this by cancelling and disputing it with BetterHelp's phone hotline as well as email. They failed to reverse the charge and said someone would reach out to me within 2 business days. If they took my money this fast, why can't they put it back this fast...especially since I reported the issue IMMEDIATELY. This is my bank account i use for paying bills and would never wanted to keep this payment method from 5 years ago. I am ********** this has caused me a major financial issue. This is sneaky, deceptive, unfair, and unacceptable. I am already disputing with ****** as well. But it is also taking too much time and need this money returned right away. I would never want to use this service again and this company needs to be investigated for such practices!
Business Response
Date: 06/07/2025
This has been resolved.Customer Answer
Date: 06/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ****Initial Complaint
Date:04/24/2025
Type:Status:ResolvedMore 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 signed up to ************************** as an alternative to going to in person therapy. I failed to realize or did not understand that it was a weekly subscription and not based on how many sessions I had. From February 17, 2025 to Present I only have spoken with a therapist twice and have been charged $65 a week in since. When I initially signed up I was sent 8 emails and in one of those emails it told me it was a weekly subscription, which got "lost" among other emails that came to my inbox at the time. I feel taken advantage of, under the guise that someone was going listen to me and help me in a stressful time. Now I am more stressed out and out $520. Not even real therapist's charge this much depending.Business Response
Date: 05/03/2025
This has been resolved.Customer Answer
Date: 05/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:04/18/2025
Type: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.
The app/business did not allow me to sign in for my therapy appointment. I registered using a "hide my e-mail address using icloud" and was able to attend one therapy appt. When I tried signing in for the following week I could not log in and was sent a notice they do not allow iclud addresses. BEING UNABLE to sign in I am being billed for missing my appt today of 15 $ and will be billed for next weeks appt. og 80.$ because they now say I have not registered however I already paid via my credit card. So I am registered but they have a system glich. I have called them at ************ and they hope to have send and email. I called corporate and they will not address it. Called ******* who owns Better Help but they say they do not own it. This is UNACCEPTABLE for mental health therapy.Business Response
Date: 04/19/2025
Our team has provided information to the individual to resolve the concern.Initial Complaint
Date:04/14/2025
Type: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.
Went to Betterhelp for therapy. Was unhappy with the experience and asked for a refund and to delete the app. I was continuing to be charged without my permission.Business Response
Date: 04/19/2025
This has been resolved.Initial Complaint
Date:04/12/2025
Type:Status:ResolvedMore 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'm on the maintance plan it's a hundred and forty a month unlimited textes and one live chat a month each additional chat is clearly stated on there website as being thirty five dollars but twice I got charged sixty five dollars don't know why I'm being charged almost double that what it clearly states in black and white.Business Response
Date: 04/19/2025
We are unable to confirm the experience as the individual did not provide an email address associated with their account.Customer Answer
Date: 04/28/2025
Complaint: 23196063
I am rejecting this response because: First they charged me april 11th for a hundred and forty dollars then they talked me into upgrading to the regular membership instead of the maintance membership offered to give me a forty percent discount effective immediatly. The total sum charged should of been a hundred and fifty six dollars so the next charge should of been sixteen dollars but the next charge was ****** on the 17th which they reiumbursed on the 21st then on the 25th they charged me ****** so between april 11th and the 25th they charged me ****** which is six dollars more then what they would of charged me minus the discount. A discount shouldn't make my price higher why did I pay 140 on the 11th if they were going to charge me 156 on the 25th. they should of only been charging me sixteen dollars 140 plus 16 is 156 and that should of been my price for the month. I called them five times about this they kept telling me they couldn't hear me I sent them two emails about it didn't respond to one and just sent me a pdf of my billing statement the second one so basically they served up on a silver platter proff they overcharged me. Why should I pay six dollars more for aprils therapy sessions? I cancelled my membership and at this point I would just ask for as much money back as I could get because I'm done with this ********.
Sincerely,
******* *****Business Response
Date: 05/03/2025
This has been resolved.Customer Answer
Date: 05/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:04/09/2025
Type: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.
In November *********************************************************************************** used ANY worksheets, group meetings, or ANYTHING on their platform. I have been charged $260 on my credit card for the last 5 months. They are attempting to keep $520 for no rendered services. I want to warn others (against possible exploitation) who are looking for legitimate mental support.This company posits they are here to help.Business Response
Date: 04/19/2025
This has been resolved.Initial Complaint
Date:04/02/2025
Type: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.
in January I contacted them for online counseling service. Prior to the first appointment, I sent a text to the counselor stating to cancel everything. They have continues to charge me $90 every two weeks there after. Every time the appointment reminder was sent I responded with I have canceled all services. They have continued to charge.Business Response
Date: 04/05/2025
This has been resolved.Initial Complaint
Date:03/25/2025
Type: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 was charged for two EAP sessions ($80 each) and no therapy occurred. No expectations were shared. I want BetterHelp to refund my employer, and they did not provide a service.Business Response
Date: 04/05/2025
This has been resolved.Initial Complaint
Date:03/24/2025
Type: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 requires a deposit and if you do not use the service they continue billing you until you catch it. I was stupid and did not catch it and although they it the therapist they recommended provided no service I was charged for 19 ********* is a scam hiding behind a document and people should know they would do thisBusiness Response
Date: 04/05/2025
This has been resolved.Initial Complaint
Date:03/24/2025
Type: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.
Dear Better Business Bureau,I am filing a formal complaint against BetterHelp, **** for deceptive advertising, improper billing practices, and failure to provide services as advertised.BetterHelp charged me $320 per month for 22 months (7/26/23 - 3/7/25 totaling **$7,040**) despite never receiving a single therapy session. After I contacted them, they refunded only 6 months' worth of charges ($1,920) but have refused to fully refund the balance.I signed up for BetterHelps services based on a TV ad and endorsement by a well-known *** player who promoted BetterHelp as a way to break down barriers to mental health support. The promotion implied that therapy would be subsidized or more affordable due to the athletes involvement. This created a false sense of trust and credibility, influencing my decision to sign up.BetterHelps failure to deliver services consistent with the value implied by this endorsement constitutes deceptive advertising under Oregons Unlawful Trade Practices Act (UTPA).I have now filed a civil lawsuit for **$40,000** based on financial harm, emotional distress, and punitive damages.I request that the BBB assist in resolving this dispute by recommending that BetterHelp provide a full refund and compensate for the emotional and financial harm caused by its deceptive business practices.Sincerely,****** *******Business Response
Date: 04/19/2025
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