Zero Customer Service
Started using this app back in November. Loved it. Easy to use and communication between myself and counselor was easy and efficient. New year starts and they started billing my insurance as well as my card for the full amount. Reached out via email for someone to assist, 2 weeks later and still no response. Called their customer care center to get it resolved, I was on hold for over 2 hours! Needless to say, I will be looking into other options.
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Terrible customer support
I really did like the therapist I was matched with and I felt like we made a lot of progress. Unfortunately from the very first session there were billing issues. I have been reaching out to customer support for months and have yet to be able to resolve my issues. I am currently carrying a bill of almost $1000 on a card while they try to straighten out the issue. Calls to customer support are always answered with “we are experiencing higher than normal call volume” and have waits times greater than an hour. It is unfortunate that I was able to build a relationship with a therapist I worked well with but can no longer see because of these persistent issues
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Questionable Support and App Not Working?
App: cannot message any therapists or check past messages, keeps removing my insurance info? I keep getting overcharged as a result, and the app becomes useless when I keep having to reach out from the website.
Support: Wanted to change therapists, and I cannot specify any preferences. I wanted a black woman w/ ADHD and grief support specialization. App allowed me to only
Input specialization interests and I placed “want black woman” in the additional comments section. They matched me w two white women. I call them, and though I am the 3rd caller I am in queue for two hours and they hang up once they have closed (never was seen). I emailed support and asked for a BW w/my specialization preferences, I receive a black man w/ my preferences and two black women without my preferences. Seems like they cherry-picked my request and I felt unheard and frustrated. Contemplating moving to another platform if the situation does not quickly improve.
Support: Wanted to change therapists, and I cannot specify any preferences. I wanted a black woman w/ ADHD and grief support specialization. App allowed me to only
Input specialization interests and I placed “want black woman” in the additional comments section. They matched me w two white women. I call them, and though I am the 3rd caller I am in queue for two hours and they hang up once they have closed (never was seen). I emailed support and asked for a BW w/my specialization preferences, I receive a black man w/ my preferences and two black women without my preferences. Seems like they cherry-picked my request and I felt unheard and frustrated. Contemplating moving to another platform if the situation does not quickly improve.
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Awful
The scheduling process was awful, they kept canceling my appointments and after canceling my account I’m still being charged. This is the worst therapy service I’ve ever had. Do not recommend.
terrible customer service and app format
I don’t like the matching format. It’s sends your info to a BUNCH of therapists before you have a chance to look through. It’s felt violating. I also waited over an hour on hold to then be quicked out of the phone call exactly at 6pm when they closed. I was only caller four….
The hold message was also the same automated message over and over. It was overstimulating.
The hold message was also the same automated message over and over. It was overstimulating.
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Doesn’t work poor support
The billing software will not let me change or delete my default billing card. Every week the app tries to charge my compromised debit card and the charge fails and my therapist can not schedule my next appointment. The billing software doesn’t charge my card until Friday evenings and my appointment is scheduled every week at 9am on Saturdays.
I have emailed Sondermind support countless times and called them with no results. I have tried changing this setting in the app every single week and it reverts back to the original settings.
Since billing is really the only function of this app, I would give it zero stars if I could. I have been using the app for several years and tried to get them to fix this problem countless times and it will not change.
I have emailed Sondermind support countless times and called them with no results. I have tried changing this setting in the app every single week and it reverts back to the original settings.
Since billing is really the only function of this app, I would give it zero stars if I could. I have been using the app for several years and tried to get them to fix this problem countless times and it will not change.
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Good but Irritating
I love being able to do therapy on my phone and seeing my therapist options. The only thing that kind of irritated me is that I had a billing issue (that’s my fault, I just didn’t know because I thought I took care of it) but they didn’t send out a notification that my appointment was cancelled, well my appointment wasn’t cancelled at all on the app. It still showed up and let me sit in the virtual waiting room. I just wish the communication was better, not sure if that is an app thing or a therapist thing. Just wish if there were issues with my account or appointment they’d say something or actually cancel it.
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Horrible App
Man i have seen very few apps more glitchy, counterintuitive and less user friendly than this.
If you werent feeling stressed before you sought a therapist youll definitely need one after all the hoops and dog and pony shows sondermind will inconvenience you with
If you werent feeling stressed before you sought a therapist youll definitely need one after all the hoops and dog and pony shows sondermind will inconvenience you with
Terrible
Well for starters I can’t even get therapy because the therapist can’t even show up, or text to notice me about any complications.
iPad Update PLEASE!
This app is great I have used it for about 6-8 months now. I work full time with a long drive to and from work that makes my days about 11-12 hour days. This makes it so much easier to accommodate my schedule I love that part. What drives me crazy is that I can’t get the video sessions to work on my iPad… I get some pop up saying to try another browser. The app also doesn’t flip to the landscape window. If this app worked on the iPad and flipped over to landscap, I would say this is a 5 star app. I just can’t stand the hour long sessions being stuck holding my phone the whole time.
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Response from developer
I'm sorry you're encountering issues attending video sessions on your iPad. We'd love to fix this issue you're seeing and need more information about the iPad model and iOS version you're using. Can you reach out to us at support@sondermind.com referencing this review? Thank you and hope to hear from you!
