Complaints

The 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:06/27/2025

  Type:Product Issues
  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.

   
  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,
  
  ******* *******be reviewed in 8 business dayswell after the payment due date. I had to escalate to their wellness department to delay the charge to June *******.I didnt receive a reply until June 21, 2025over a month later. After answering their follow-up questions, I was told it would take another 7 business days to coordinate with the provider, again cutting it close to the payment deadline.This issue stems from a failure within the SonderMind app. It allowed me to reschedule to a time the provider wasnt available, without giving me a warning or blocking the option. I acted in good faith using the platform as intended, and was penalized due to internal system flaws and lack of timely ********** requesting that the $120 no-show charge be canceled and removed, as it was caused by a technical discrepancy and not client error.

  

  Business Response

  Date: 07/08/2025

  Client was charged a No Show fee and their provider was unresponsive to our No Show dispute outreach. Due to this, the client has been refunded in full and notified. Additionally, we recently received an influx in volume causing delays, our team is working as fast as possible to improve wait times.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  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.

  On April 16, 2025 I was billed for a session that did not take place. I entered the portal, and my provider never showed up to the session. I reached out to the provider and she said the same thing happened on her end. This appeared to be a technical issue on the SonderMind platform, and I reached out to the platform on April 19, 2025, with screenshots that evidenced my attendance in the session and confirmed that the provider was not on the platform at the scheduled time. After reaching out, SonderMind did not respond to my billing issue until MORE THAN 30 DAYS LATER (May *******), stating they would look into it. I never received any updates after this email: I understand you would like to dispute the no show claim submitted for 04/16/2025. I can assist with submitting a dispute. I will submit this request to your provider for review. Please allow 7 business days for your provider to review this request after submission.Please don't hesitate to reach out if you have any other **************,******** Customer Success Specialist | ********************************************* did not update me and instead reinforced the charge when I disputed it with my credit company. Charging clients for therapeutic services that were not delivered is predatory and despicable. I plan to begin reaching out to state representatives about the predatory and consumer scam tactics of telehealth platforms, such as SonderMind, because, based on the reviews and complaints, this is an ongoing issue with the company.

  

  Business Response

  Date: 07/08/2025

  Client charged a No Show fee for a session we confirmed they attempted to join. Due to the technical error, we are refunding the client in full. The client has been notified. Additionally, we recently received an influx in volume causing delays, our team is working as fast as possible to improve wait times.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  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.

  Im marking this as acceptable only because the $75 credit was finally issued, not because Im in any way satisfied with how things were handled. I will no longer be using the SonderMind platform for my mental health care.
  
  The chain of events that followed a required app update and SonderMind acknowledging there are some known issues that others have reported led to a complete collapse of my care. After finally finding a therapist like ******, someone who genuinely understands me and supports my healing, everything unraveled due to one new doctor (*****), a glitchy app, and a billing system that directly interfered with continuity of care.
  
  ***** stopped communicating with me through the apps messaging system despite me reaching out three times. Meanwhile, I was dealing with the app crashing, billing interruptions, and appointment issues. What took me time to build, even just to find some stability,  was undone in a matter of weeks. Now Im back at square one.
  
  As a result of this disruption and emotional distress, I attempted suicide. Thats how vital consistent care is for someone with my diagnoses. ***** knew this and yet her actions, or lack thereof, pushed me deeper into crisis. I am now forced to start over, emotionally and clinically, without the same level of support I had with ******. I feel hopeless, lost, and betrayed, especially by a company that claims to support mental health, yet took almost a month to act while openly admitting youre overwhelmed with similar complaints.
  
  The only resolution youve offered is the $75 credit, but nothing has been done to address the deeper harm your system caused to my mental health and my life except instructions to uninstall and reinstall the app, which I did numerous times btw. If these systemic failures arent addressed soon, I wouldnt be surprised if a class action lawsuit is initiated in the future.
  
  And lets talk about care standards: psychiatrists are supposed to prescribe medication, not social media. Yet after I told ***** I was slipping in and out of suicidal thoughts, she told me that social media got her through her own breakup and that maybe I should try it too. That may work for neurotypical people, but it is dangerous advice for someone with Bipolar phase II (rapid cycling), Dissociative Personality Disorder, PTSD, ****************************, Major Depressive Disorder, and documented brain trauma.
  
  I didnt need hashtags or reels,  I needed medication. Thats why ****** worked so hard to get me connected with a psychiatrist. Instead, Claras dismissal of my condition and unrealistic recommendations triggered harmful episodes that could have ended my life! All of this took me away from the one person who was actually doing his job with care and integrity.

  SonderMind failed me, not just as a platform, but as a lifeline.
  
  

  st, ******, who has helped me with serious issues, but now I cant attend sessions with him due to issues stemming from a new provider missed appointment and system billing restrictions. This is completely unacceptable for someone with serious mental health needs all because of an app update issue. In addition to my personal issues, both my therapist and psychiatrist have mentioned having tech problems on their end. The platform needs upgrading: we cant upload documents or media during sessions, which is necessary when providers assign homework or want to go over materials in real time. In 2025, this level of tech should be standard.**Resolution Requested:*** Immediate removal of the no-show charge from June 16.* Restoration of my ability to attend & schedule sessions with my therapist.* Improvements to the apps functionality, including upload features and reliable session access.* Better customer service response times and protocols for tech-related session issues.

  

  Business Response

  Date: 07/08/2025

  Clients provider agreed to waive the No Show fee, the client has been refunded and notified. Weve recently received an unexpected influx in volume and our team is working as quickly as possible to address our response times. Additionally, we have provided several troubleshooting steps to help the client attempt to resolve their issue. We encourage them to contact us on our Technical phone line should the issues persist.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  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 am not able to access any of my client records due to an issue with how the website renders in the Chrome browser. Sondermind support took four days to initially respond. They deny that the issue is occurring even though I submitted screenshots. I followed their troubleshooting recommendations and now the website rendering is worse. I am not at all able to provide client care and if I had active clients, this would be extremely unsafe. If I had active clients my license would be at risk. As it is, I am currently being denied the ability to discharge a client. Which also has the potential to put my license at risk.

  

  Business Response

  Date: 07/08/2025

  After we sent troubleshooting steps to the provider within our ****, the provider refused to complete the steps at that time, but later completed them, and advised again that she was still having an issue accessing her account. Our Provider Success team was able to access the providers account and were successful. We are calling the provider to attempt to troubleshoot together and will continue to follow up.

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  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.

  AUTHORIZATION FOR RELEASE OF HEALTH INFORMATION TO THE BETTER BUSINESS BUREAU
  
  
  To:  SonderMind Inc
          
  
  I, ****** ******-*******, authorize: 
  
  My health care providers and health insurance plans, including my insurance carrier or HMO, to release to Better Business Bureau (BBB) any medical, payment or insurance records related to the complaint I filed with BBB so that BBB, at my request, may assist in the resolution of my complaint;
  BBB to use or disclose any medical, payment or insurance records related to my complaint to my health care providers and health insurance plans to the extent necessary to assist in the resolution of my complaint; and BBB to use the information about my experience for research on industry marketplace practices.  The research may lead to the publication of aggregate and demographic data but will not result in the reporting or publication of any protected health information.
  
  I understand that:
  
  BBB may re-disclose the information it receives and thus HIPAA or state law may no longer protect this information; I may revoke this authorization by giving written notice to BBB; if I revoke this authorization, then BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint; the authorization to disclose or use my information for non-research purposes expires upon the closing of my complaint; a photocopy or facsimile of this authorization will be valid; and my health care provider and health insurance plan may not condition treatment, payment, enrollment or eligibility for benefits on my signing of this authorization.
  
  
  Yes, I understand and Authorize - Insert your name here: ______________Alison M ******-Donahue______________   Date: _________June 26 2025___  
  
  Relationship to Patient:_________________________
  (If the person signing the release is not the patient, please state the relationship to the patient)
  
  
  PLEASE NOTE:  All complainants 18 years or older must sign this authorization, unless they have a guardian, personal representative or are incapacitated.  If so, the signer must submit written proof of his/her authority to act for the complainant.  A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.

  

  Business Response

  Date: 07/08/2025

  Provider initially submitted clients claim for date of service 2/11 as Self Pay causing the client to be charged the full amount of $151. We resubmitted this claim to insurance and gave a partial refund of $15.33 while insurance processed. When insurance processed the claim in full, they advised the client has a $20 co-pay. The client was refunded the remaining balance of $115.67. The charges are now valid and no further action is needed. We will reach out to the client to re-advise. 
  
  

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  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.

  SonderMind Therapy has continued to charge me over the last many months, even after I canceled my account with them and received confirmation from them. They have charged me a $15 no-show charge every week since 22 May 2025, on top of them having charged me the $15 + their $127 for each session from March 2025. My account has been disabled on their website, so I am unable to remove my payment information, but they clearly have my card still on file, as the weekly $15 charges attest. Having searched the internet, I am not the only one this has happened to.

  

  Business Response

  Date: 06/20/2025

  This is a self-pay client and has only been charged the Self Pay rate for sessions. We are unable to locate any $15 charge and have outreached the client for more information. All sessions and charges are valid.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  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 SonderMind Support Team, I am writing to formally request assistance with an ongoing login issue. Despite following the exact password requirements listed on your platform, I continue to receive the error message: "Something went wrong, please try again later."This has prevented me from accessing my account. I have ensured my password meets all stated criteria, including: ? At least 8 characters? At least 3 of the following: lower case letters, upper case letters, numbers, and special characters As I have been following all suggested steps and still encountering this error,

  

  Business Response

  Date: 06/20/2025

  Upon review, the client's account was locked as they had originally closed their account. We have unlocked the account and the client is able to log in. The client has been notified.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  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.

  AUTHORIZATION FOR RELEASE OF HEALTH INFORMATION TO THE BETTER BUSINESS BUREAU
  
  
  To:  SonderMind Inc
          
  
  I, ****** ************, authorize: 
  
  My health care providers and health insurance plans, including my insurance carrier or HMO, to release to Better Business Bureau (BBB) any medical, payment or insurance records related to the complaint I filed with BBB so that BBB, at my request, may assist in the resolution of my complaint;
  BBB to use or disclose any medical, payment or insurance records related to my complaint to my health care providers and health insurance plans to the extent necessary to assist in the resolution of my complaint; and BBB to use the information about my experience for research on industry marketplace practices.  The research may lead to the publication of aggregate and demographic data but will not result in the reporting or publication of any protected health information.
  
  I understand that:
  
  BBB may re-disclose the information it receives and thus HIPAA or state law may no longer protect this information; I may revoke this authorization by giving written notice to BBB; if I revoke this authorization, then BBB will no longer be able to proceed with its efforts to assist me in resolving my complaint; the authorization to disclose or use my information for non-research purposes expires upon the closing of my complaint; a photocopy or facsimile of this authorization will be valid; and my health care provider and health insurance plan may not condition treatment, payment, enrollment or eligibility for benefits on my signing of this authorization.
  
  
  Yes, I understand and Authorize - Insert your name here: ______________________Nicole Schraufnagel______   Date: ___06/23/2025______  
  
  Relationship to Patient:___________Self_________
  (If the person signing the release is not the patient, please state the relationship to the patient)
  
  
  PLEASE NOTE:  All complainants 18 years or older must sign this authorization, unless they have a guardian, personal representative or are incapacitated.  If so, the signer must submit written proof of his/her authority to act for the complainant.  A parent or guardian must sign on behalf of a minor, except for an emancipated minor or where law allows a person under 18 to consent to health care treatment without the consent of a parent or guardian.

  Customer Answer

  Date: 07/01/2025

  This is ****** ************, I have additional information for the complaint #******** that the BBB has now forwarded to SonderMind.
  
  I called SonderMind Monday, June 23rd, 2025.
  I have two past appointments with unresolved billing issues. One from 4/3/2025 for a $75 no show fee and 4/14/2025 for a denied claim charge of $125.54. 
  My Nurse Practitioner replied to the billing department's message and did not want to charge me a $75 no show fee. My NP also stated this during a telemedicine appointment I had in May 2025. My NP and I never received an acknowledgement of the request to deny the fee. This led to all of my appointments with three SonderMind providers to be cancelled because I did not have the funds for this fee to be charged to my payment method. I called SonderMind twice in May 2025 to request an extension to have this addressed and I was given 30 days but was still charged less than 30 days later. I didn't get a refund and it was applied to the balance from a denied claim for 4/14/2025!! I found out through an email from billing Sunday June 22, 2025. An email that does not allow you to respond to the sender and no phone call from billing. 
  
  All of my appointments are 100% covered by my health insurance provider. I do not have a copay which you can see in my billing history before April 2025 and in the paid claims since. I called SonderMind twice and I wasn't able to get an email or phone call from billing about the denied claim from 4/14/2025. Something is wrong with the codes submitted for the claim. I also asked my provider to review what she submitted for the appointment. She did not see an error on her end. 
  
  I am fed up with the inability to communicate with a real person in the billing department or a SonderMind supervisor. This is unprofessional and unethical. I will be filing a complaint with ******** and other consumer agencies. 
  
  ****** Schraufnagel 

  

  Business Response

  Date: 07/02/2025

  Client was charged a No Show fee which the provider agreed to waive. We have initiated a refund to the client and they have been notified. The clients account is active and has 2 upcoming sessions scheduled.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  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 complaint is regarding Sondermind, issues with overcharges, and the intentional effort to disallow phone communication of any kind, for any reason. I have tried 5 different phone numbers for this company, every call connects, sometimes with a Sondermind greeting. These are not out of service numbers. A company unwilling to publish good phone numbers and answer calls from charged customers is blatantly disingenuous. No reputable company makes it impossible to talk to a representative. I'm forced to use this platform, or find a new provider, as it's the only way my provider bills.I have erroneous ongoing charges for therapy sessions. My insurance covers all therapy, I should not have a monthly bill. My therapist has confirmed there is nothing required on her behalf to have the sessions billed to insurance as expected. There are months of overcharged sessions. Email/ site message requests to resolve this issue have gone unanswered. I want to speak with a billing agent. I want to have all charges reimbursed immediately. I want this company to do the respectable thing and provide legitimate contact information, and respond accordingly.

  

  Business Response

  Date: 06/20/2025

  Clients insurance has processed several 2024 dates of services towards their 2024 deductible. These charges are valid and the client has been notified. Due to a recent influx of volume, our response times have been delayed however we are working diligently to respond as fast as possible.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  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.

   
  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,
  
  ****** ***** the website and it seems that the only way to contact anyone from the company is via email.

  

  Business Response

  Date: 06/17/2025

  Client advised they paid their claim directly through insurance. We escalated this to our internal billing team to locate the payments and after careful review they were able to locate and refund three dates of service. We are currently in need of additional information for date of service 3/21/2025 and have contacted the client for this information. We will attempt to locate information for this date of service once received.