Untrustworthy practices.
If you’ve just started this service please don’t review until you’ve had some experience with cerebral. I have been a customer for over a year and here’s why I’m leaving.
Cerebral gives the impression that you can reach out to your provided at any time. This is not the case. You can leave a message for cerebral that cerebral will address within 2 days. When they do return your call you will be speaking with a cerebral provider and not your provider. This is a privacy concern. Your relationship with your provider will be managed by a third party exposing your personal information to too many people. I trust the provider that I chose to work with, not a corporate provider that happens to be on duty. The next time you will speak with your provider is at your next scheduled appointment. I had a drug reaction and it took over a day to get into contact with anyone from cerebral. I had to rely on a local pharmacist to help me with no input from cerebral or my provider. I hate to think of what could have happened to me had the reaction been more serious.
Customer service leaves a lot to be desired. When you do figure out how to get a hold of customer service, don’t expect help. Expect to be shuffled around from extension to extension. If you do have an unresolved issue, you are not allowed to speak to a superviser. This is Cerebrals policy. You can not speak to a supervised so do not expect resolution.
Cerebral gives the impression that you can reach out to your provided at any time. This is not the case. You can leave a message for cerebral that cerebral will address within 2 days. When they do return your call you will be speaking with a cerebral provider and not your provider. This is a privacy concern. Your relationship with your provider will be managed by a third party exposing your personal information to too many people. I trust the provider that I chose to work with, not a corporate provider that happens to be on duty. The next time you will speak with your provider is at your next scheduled appointment. I had a drug reaction and it took over a day to get into contact with anyone from cerebral. I had to rely on a local pharmacist to help me with no input from cerebral or my provider. I hate to think of what could have happened to me had the reaction been more serious.
Customer service leaves a lot to be desired. When you do figure out how to get a hold of customer service, don’t expect help. Expect to be shuffled around from extension to extension. If you do have an unresolved issue, you are not allowed to speak to a superviser. This is Cerebrals policy. You can not speak to a supervised so do not expect resolution.
Show less
Response from developer
Hello, Thank you for taking the time to express your concerns about your recent experience with your care team. Safeguarding our clients' privacy and adhering to HIPAA regulations are our top priorities . Your feedback is invaluable, and we are committed to understanding your perspective better. To help us address this issue effectively, please email us at reviews@cerebral.com so our experienced team can carefully review your case and work closely with you to find a suitable solution. Your health and peace of mind are important to us, and we are here to help in any way we can. Warm regards, Customer Engagement Team, Cerebral
My Honest Experience (Good and Bad)
I love the idea of Cerebral and I think in theory it could really work. I hope more people have had better experiences and there were things that I myself really enjoyed and appreciated. My problem was in app/account malfunctions and trying to get help. My experience with this company was basically the equivalent of that hard-to-open cold medicine package that we’ve all struggled with when we’re super sick. You know that if you can actually get through the impossible packaging to the meds inside, you’d be on your way to better health. But no matter how much you tug and claw and try to tear open that stupid plastic packaging, it won’t budge.
My app rarely worked, I had 3 different care teams in 3 different weeks, due to high turn around I rarely talked to the same person more than once, my app wouldn’t let me schedule appointments, when I finally did get help my new prescriber wasn’t assigned to my care team properly so they dropped my account, and a couple more things.
When I could get things and people to work, it honestly helped me out. The exercises are a little trite imo and can be found through a basic Google search, but if you can get your care team together and communicating, I could really see the benefit of this service.
Just know going into it that the frustration that you might face could do more damage than good.
Good luck and I genuinely hope your experience is better than mine.
My app rarely worked, I had 3 different care teams in 3 different weeks, due to high turn around I rarely talked to the same person more than once, my app wouldn’t let me schedule appointments, when I finally did get help my new prescriber wasn’t assigned to my care team properly so they dropped my account, and a couple more things.
When I could get things and people to work, it honestly helped me out. The exercises are a little trite imo and can be found through a basic Google search, but if you can get your care team together and communicating, I could really see the benefit of this service.
Just know going into it that the frustration that you might face could do more damage than good.
Good luck and I genuinely hope your experience is better than mine.
Show less
Response from developer
We are constantly working to improve our services, and we appreciate you taking the time to share your feedback with us. We value all feedback that we receive, and we would like to take this opportunity to learn more about your experience. Please feel free to contact us at support@cerebral.com. We look forward to hearing from you.
ABSOLUTELY TERRIBLE
I never write reviews but I had to say something. I’ve been with them for about 6 months and in that time I’ve had 3 prescribers and 3 therapists. The prescribers have been wonderful people but after the first appointment it’s impossible to get ahold of them and get refills for meds! You should not be prescribing medication if you can’t handle the volume or keep employees cerebral. It’s a very dangerous situation to not be giving medication refills and it’s a lawsuit waiting to happen if it hasn’t already! The fist few therapy appointments went well but then my therapist didn’t show up to 3 appointments on a row and It was beyond frustrating but I decided to try another therapist. She was great and we had probably 20 sessions but then I go on the app at the beginning of this month and a message from one of the “care team” says she has moved on from cerebral and that this other lady is my new therapist. When your in therapy for support having them basically ghost you is the opposite of support and is so hurtful. After doing some research it’s clear cerebral is not taking care of their employees (that’s why they are all leaving) as well as the customers. DO NOT SIGN UP FOR THIS SERVICE.
Show less
Avoid unless you truly have no other options
They have a lot of turnover at this company so I’ve gone through 3 different practitioners in the 6 months I’ve had a membership. When you initially sign up you get to take the time to select your practitioner by reading a bio and background info. After the first time they just automatically assign you whomever is available and there’s no way to go thru the more formal selection process again. They also prescribe medicine in short term increments (even after it’s confirmed that it works well), which I’m sure is done to force you to keep your membership. Wouldn’t be that big of an issue if I had the same practitioner when it was time for a refill. Because I’m always assigned someone else I have to go thru the 60 minute evaluation to get a refill for a drug I’ve had no issues with. It’s become a huge hassle and is no longer a convenient option.
I will say that 2 of the 3 (🙄) practitioners I worked with were very thorough and even told me side effects about my previous drug that I was never told about when my old GP prescribed it to me. It’s the reason I got a membership with Cerebral—I wanted the opinion of mental health experts on which prescription was ideal. Unfortunately the issues I’ve experienced are too much of an inconvenience.
I will say that 2 of the 3 (🙄) practitioners I worked with were very thorough and even told me side effects about my previous drug that I was never told about when my old GP prescribed it to me. It’s the reason I got a membership with Cerebral—I wanted the opinion of mental health experts on which prescription was ideal. Unfortunately the issues I’ve experienced are too much of an inconvenience.
Show less
Response from developer
Thank you for taking the time to share your feedback with us. We'd like to apologize for any challenges you have faced using our services. Ensuring that our users have access to high quality, reliable support is of the utmost importance to us. We would like to take some time to hear more about your experience, and we would greatly appreciate the opportunity to help mend this experience for you. To get in touch, you may reach me by email at support@cerebral.com. Please feel free to ask for me directly. We hope to hear from you soon.
Charged Unfairly by This App
Initially I had gotten Cerebral because I thought it would be a convenient way to find treatment. However, there were multiple glitches that hindered me from completing the initiation process in order to receive treatment. I had even set an appointment and because the app didn’t allow me to complete the “intake” it didn’t allow me to go to the appointment and so I had to miss it. Since the “intake” wasn’t completed it also didn’t let me schedule any other appointments. Also, when I attempted to complete the intake there were many glitches that did not allow me to, even if I wanted to. I was charged multiple times by the company and never had the opportunity to use any services. When I reached out to their support to get a refund, they refused to give me a refund. They unfairly charged me in this way, and it was not even reasonable for me to have been charged monthly for the subscription that I didn’t even get to use! They need new policies that protect people when it’s their system’s fault for them not being able to use their services. For this reason I am rating them poorly and I hope other people learn from my lesson before they pay for their services.
Show less
Highly disappointed
This service started out wonderfully, but shortly after the problems arose. I rarely write reviews but considering this app is specifically designed to help those in need, I am highly disappointed. My prescriber was great, however I had so many prescriptions sent I needed to put them on hold because I had at least two months worth backed up. Next - my provider was booked for at least a month every time I attempted to make an appointment. The last appointment, she did not show. I work night shift and it is difficult enough to get things done as my schedule is upside down. I hadn’t used the services from her for at least four months, and from my prescriber for at least two. I was paying $85 per month for nothing. I did not find the app useful anymore and requested a cancellation AND a refund, just for the two months I hadn’t used it. The lady I spoke with on the phone was rude, and said “well, it’s a subscription and that’s how it works”. I recently cancelled an app subscription I hadn’t used and they OFFERED to refund the money since I hadn’t used it. I would recommend that app to anyone, simply for the amazing customer service. Now, I will never recommend this app to anyone. Such a shame to make someone’s issue worse, instead of better.
Show less
Terrible App & Support Team Does The Minimum
Can’t Schedule Appointments: I originally started using this app because I was seeking help as someone who has ADHD. When subscribing to the app, you have to pay about $70 a month for a therapist and a subscriber. I was able to book my first meetings with them. However, after that- I had the most difficult time being able to schedule any appointments with them again! It’s been 3 months and I have not seen a therapist since my first week on the app!!
The App is so bad and the function to schedule meetings with my therapist and subscriber have not been present for the past 2 and a half months!!! I’ve contacted the support team MANY times and the issue is still not resolved. I’ve updated the app many times as they suggested but it was still not working. So, I basically threw away $70 every month… not to mention, they sent my prescription to a CVS that can’t even sell it to me. They don’t even check which pharmacies carry my medication! So I had to wait and request my subscription to be sent to one the next town over. THEN… when I went to go pick up my refill the next month, they did not have anything sent from cerebral regarding my refill! Even though on the app, it said it was sent and approved.
I’ve had a super rough time and I cannot recommend this app to anyone.
The App is so bad and the function to schedule meetings with my therapist and subscriber have not been present for the past 2 and a half months!!! I’ve contacted the support team MANY times and the issue is still not resolved. I’ve updated the app many times as they suggested but it was still not working. So, I basically threw away $70 every month… not to mention, they sent my prescription to a CVS that can’t even sell it to me. They don’t even check which pharmacies carry my medication! So I had to wait and request my subscription to be sent to one the next town over. THEN… when I went to go pick up my refill the next month, they did not have anything sent from cerebral regarding my refill! Even though on the app, it said it was sent and approved.
I’ve had a super rough time and I cannot recommend this app to anyone.
Show less
Response from developer
Thank you for taking the time to review. We are sorry to hear that you faced difficulties with the service and understand your frustration. We apologize if your experience did not meet our high standard of care. If you are needing support, please reach out to support@cerebral.com. All the best, Cerebral Team
Great therapist, horrible app.
With “ mental health”Being the only reason any of us are coming to sites like this you would think ease of use and bug fixes would be the number one priority as to not trigger somebody with mental health issues. I was matched with a therapist that I believe is exactly what I needed. I have zero complaints about my therapist and the process to get matched. However, after every session(I have had three now) The app prompts you to review and leave a rating for your therapy session. The screen freezes and I am unable to navigate anywhere. After closing the app then going back into it the area where my scheduled appointments would be says that I have no scheduled sessions at this time and there is nowhere for me to schedule my next session. I have to write an email to support which intern they sent me a link to my therapist calendar and I’m able to make an appointment. Not that big a deal just frustrating. I’ve seen other people complain in the reviews about this very same matter and they don’t seem to know how or care to fix the bugs.
Show less
Poor service
I am only giving this app an extra star right now because it did help me to find a medication that worked for me. The service on the other hand is awful. I am using this for ADHD and was prescribed a non stimulant antidepressant with a side effect that helps some people to focus. It’s been a game changer. However, 3 months ago my prescriber left the app and I had to wait 3 months to get in with anyone else. Luckily my old prescriber had given me 3 months of meds so I was ok with that. In the meantime I still had to see a care counselor once a month. The last 3 appointments she had either not showed or there was technical difficulty (the woman lives in an RV in the dessert, not even joking) and the other 2 she didn’t show up at all. When she does show up she reads the same questions off a screen every single time. Same exact questions. Anyway my apt with the new prescriber comes. She doesn’t show up. I reschedule for the next day, no big deal, and she cancels on me. So now I’m going to have a huge gap with no medication and am going to have to go through withdrawal because of their incompetent staff. In my opinion, don’t waste your money on this one. There are other apps out there that offer the same service for a better price.
Show less
Service and App: BEWARE!!
This was a convenient option for getting meds while trying to locate a doctor with availability. The “therapist” you are supposed to see was not qualified or knowledgeable enough to help you work out any emotional issues or dig through trauma causing you to need help in the first place. I think the best she could do is send a “resource” which I never received. I stopped using this in March thinking that appointments needed to be kept to pay for the service, like when you see a doctor. Lo and behold, 4 months later I realized I was paying $85 per month every month (far more than the sign up rate) and hadn’t even logged in in 4 months. There was a family accident and I was not as attentive to these things as I should have been, being overwhelmed with other stressors and of course this is on me. The last one overdrafted my account while paying off copays the day before payday and I asked for at least the last $85 payment back, regardless of the fact that I had paid $85 for the last 3 months in addition and never used it. This was denied, so I am not sure that using cerebral made life any easier in the end. A regular psych and therapist is a far more affordable and effective option and many of them offer virtual AND take most insurance. Just putting that out there for anyone else who might be desperate and looking for help quickly.
Show less
Response from developer
Thank you for taking the time to review. We are sorry to hear that you faced difficulties with the service and understand your frustration. We apologize if your experience did not meet our high standard of care. If you are needing support, please reach out to support@cerebral.com. All the best, Cerebral Team
