Leave a Review Cerebral
Tech issues leading to inaccurate health records
I signed up for a coaching plan and did one session. The coach was good and I was looking forward to talking with her again. Then I started receiving messages about prescriptions, which is not the plan I signed up for (because I don’t need a prescription). In one week, I received six messages (three emails and three texts) about scheduling an appt with my prescriber. I wrote to Cerebral each time, and I was told to “ignore” the messages and given various instructions about how to stop the messages. But the messages continued. Essentially, I was forced to interact with message about a prescription plan that I did not sign up to receive or agree to participate in. Although Cerebral reps assured me that I was on a coaching plan, the messages continued. It made me feel concerned for how my health records and data are being handled. That the company tried to put the responsibility on me to stop the messages is also concerning. I canceled my plan as a result and Cerebral has refused to issue a refund, citing policies rather than responding to my actual issues and concerns. After cancelation, I received five of the same email messages from what seems to be an auto responder. Two stars are because the coach was good. Zero stars for the app and response to my concern for accurate health records and handling of my data.Show lessAguGrace
Developer Response
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 TeamStarted out good, but ended up shiiiiit
The first few months with this service were awesome but from Dec ‘21 to March ‘22 I wasn’t able to pick up my prescription for ADHD meds - pharmacist told me it was on the providers end, cerebral provider told me everything was fine on their end. I ended up changing pharmacy and still had multiple week delays. I’ve just canceled my subscription because it was getting beyond ridiculous.
Waste of money in the long run and cerebral won’t refund for the months where whatever issue it was prevented me from getting my meds, because the “service was provided” because I attended the online appointments. They don’t seem to understand that that an appointment is only one small part, and as I was using it exclusively for adhd medication, which I wasn’t able to pick up due to their/their providers failure, they in fact did not provide services and I feel I should be refunded for those months.
Imagine if you went to a restaurant, ordered a nice meal, which you never got and then they just gave you the check, because you spoke to the server and that’s apparently the same thing as actually getting the meal…
3 days after canceling my subscription, I was also charged double my normal monthly fee and I’m still waiting for half of it to be returned….Show lessxemeleax
Developer Response
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 TeamIt was great at first…
Initially it was great I loved my therapist she listen to me, she was able to find a diagnosis I got my medication everything was fine. Then into the third time receiving the medication there was a delay there are issues, the response time was also delayed, finally I got my medication. And then the last time,… The part that really confuses me the most is that the first two times he came to my house with no problems. And then they wired it for me to pick up at my local pharmacy but when they mailed it to me the price of my medication was only $7 dollars. But when they sent it to my local pharmacy for me to pick it up the price of the medication was $14. I kinda had a problem with that, because I was accustomed to paying the $7 for the Med’s ; however the last dispense of my medication it’s lost ?! how could they lose my medication when the first couple of times it went to my address with no problem??? But they charged my account ,
I’m trying to message them several times and I get the same message back to my email saying that it shows delivered but I live in Arizona. And the last shipment says delivered from Tracy California to Hayward California I don’t live in California!!!
I even referred my son to Cerebral because I was having great success and now I’m disappointed , because of me not getting my medicine on time. I hope he doesn’t have the same problem that I’ve experienced.Show lessLa collector70
Developer Response
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 TeamBloomberg Article has it wrong
It is completely transparent the motive of the Bloomberg article and it’s extremely unfortunate on the impact it has had on Cerebral’s patients. I personally suffer from ADHD and it was not easy to find the medication that was right for me. My prescriber did the right thing by me, the patient, by attempting to prescribe second line medications BEFORE trialing first line medications. She did not make it easy for me to get a certain kind of medication. She was extremely thorough. More thorough than any other doctor or psychiatrist I have seen in person. Most of the time patients are brushed off in person. I felt the opposite of that with my prescriber in Cerebral. They listened to me and provided multiple options to me. The unfortunate part of all of this is that this will have an incredibly negative impact on my life and how my ADHD is treated in the future. The author of the Bloomberg article did not even attempt to interview 1 patient who has been positively impacted by Cerebral.Show lessA million lives
Not great
When I started the service it gave me a lot of hope. I felt well taken care of. The medication prescribed to me was helpful. My doctor was skeptical but I went ahead anyway. My insurance is not great and this was the most affordable option for me as our family has a limited budget. The app was somewhat confusing and appointments were consistent with one provider (medication) but not the counselor. People were switched on me and I felt uncomfortable. Appointments were only available via the scheduling tool months out. The app continually logged me out so I would miss notifications and communications. I decided to cancel the service since all I was getting was medication and my doctor is willing to prescribe it to me. I followed their protocol and canceled well before the next billing cycle. I was charged anyway. I emailed several times asking for information and to be refunded with one response completely ignoring my request and radio silence thereafter. I called and the service said it had to be done via email but I waited for a representative who was able to finally get the refund. I began looking at other reviews and realized that this is common.Show lessSleety0901
I would love to give it five stars but …
My first appointment my prescriber canceled on me, she then rebooked me that same day in the afternoon ensuring she would be able to take care of me then but guess what?! She canceled that too. I waited a month for the first initial appointment and then had to wait two weeks for the next available appointment. I understand that things come up but I had already waited long enough and then was filled with false hope. Second issue is I have to CONSTANTLY be on top of my prescriber in terms of my medication, she has sent my prescription to the wrong pharmacy, she has had me wait over two days to get my prescription because she was going to ship it when I had said I wanted it sent to a pharmacy and ensured me I would get my prescription that same day. She’s also recently canceled an appointment I had and now I have to wait an additional week for a new appointment and shes taken me off my medication because I need to be reevaluated which is understandable but the medication clearly says to not quit cold Turkey and I’ve been off of it for almost two weeks now….my emotions have been all over the place!Show lessMonster:
Mostly Pros, a Couple Cons.
I’ve been using Cerebral for almost six months now. As someone who has suffered from mental illness for years I’m very familiar with the process of therapy and prescriptions. This service is very good for my situation. Having everything in one place does wonders for organization and peace of mind. The UI is intuitive and visually appealing. The service is largely very convenient. I do however have a few gripes:
The app has some pretty annoying bugs, the worst of which falsely displays my prescriber’s availability as completely full for years ahead of time. My coordinator can fix this, but having to manually go through her every time gets tedious. My only other gripe would be my prescriber. Due to the complicated nature of my mental state I was referred up to a “specialist” who had the authority to prescribe me more specialized medication. While she has prescribed me what I need, she is extremely curt with me—almost to the point of me feeling like she actively dislikes me. In addition to this, she flat out refused for weeks to write a simple letter to my college explaining my condition, which caused me to fail an important course. After my grades were due, she finally wrote the letter. Obviously, it was too late. It is honestly a huge blemish on an otherwise fantastic service.Show lessStrightning
Developer Response
Thank you for sharing your review! We appreciate your feedback.More stressful than helpful
I signed up and was given the test for the wrong condition. Later I had to ask to switch the care person out thrice due to the fact that the first one was male (I specified I wanted to work with a female counselor) the second person’s schedule didn’t work with mine, so I specified the hours a week I am available after which they assigned a new counselor who had no availability for the next 3 and a half weeks. When I mentioned this, I was assigned an appointment without being asked if it works for me. I then asked to cancel my membership and be refunded, due to the fact that I still hadn’t received the right test and also wasn’t able to schedule an appointment because of their unwillingness or inability to take my needs into consideration when setting me up with a care giver. I was then refunded 9 bucks out of the 30 I paid because due to policy they “don’t refund you wether you used a service or not”. For someone like me, who has never been in therapy it is a big deal to just sit down with a stranger and talk to them. So being treated like a number the same way you would be with any other subscription service is kind of alarming to me, considering they’re dealing with people’s mental health. In the end of the day all I can say is this, you get what you pay for, and if you have issues you should find someone who truly cares to help, and to whom you’re not just another subscriber on a platform.Show lessLolofc
Developer Response
Thank you for taking the time to share your feedback with us. I am sorry to see you had a negative experience and would like to see what I can do to support you here. Please reach out to support@cerebral.com with your contact details so that we can look into this issue. All the best, Cerebral TeamNo follow ups, No Follow through
Update: They were able to refund my payments. I will think about using their services again if they can fix the “not prompting to reschedule” issue.
I first discovered Cerebral through social media. I thought I would give it a try since my family has just moved somewhere where it’s not easy for us to get to appointments all the time. Unfortunately, my experience was not a good one. The therapist and prescriber were great, but after my first appointment there was no way to schedule more appointments, and no prompt to schedule more appointments. In order to make a new appointment, I had to email their support team, who then scheduled me for whenever they saw fit without first consulting me. Next, I put in my insurance information at the beginning, before I even started therapy because my insurance covers their services. Instead of billing my insurance, or letting me know that insurance was an issue so that I could address it, after my trial period, they just billed me again. Then, when I tried to get it fixed, they delayed until after they were no longer able to issue a refund before responding. Now I have pod for an entire month of their services, but I have been locked out of the system AND they refuse to issue a refund. I am extremely disappointed, and I would strongly warn against using their services.Show lessTracyAnn1008
Developer Response
Thank you for taking the time to share your experience. I apologize for any difficulties you faced in utilizing our services. I would like the opportunity to look into your concerns a bit further. Please reach out to me at reviews@cerebral.com and ask for me directly. I look forward to assisting you in any way I can. Kind regards, Meagan - Cerebral Coordinator.I should have listened to the negative reviews this time
My appointment with the prescriber occurred about an hour after my scheduled appointment time which was an inconvenience because I had already adjusted my schedule. I do have to say the prescriber was so nice and knowledgeable, but the negative experience with them was probably just a product of the inconsistent service with this company. The medication wasn’t entered, so I tried to reach out to support through the app to inquire. After no response in the app, I called the contact number for support only to be prompted by recordings to seek assistance through the app. I’m given the vibe that representatives shouldn’t be bothered by phone. I felt completely lost in the process, and the portal is void of clearly set expectations for new patients. Only at the time of sending my cancellation email did I receive a response through the app and a voicemail. This made me think back to all of the negative reviews I read about people having lapses in therapy or medication due to a buggy system and poor communication. And by the way, cancellation is a process in and of itself. You can’t even remove your own card information from the portal. It truly felt like a I was number/sale rather than someone seeking genuine services and treatment. I didn’t even bother asking for my $30 refund (discounted first month). Just keep the money at this point. This was not a good experience for someone in need of solid mental health services.Show less2cent-s
Developer Response
Thank you for taking the time to share your experience. I apologize for any difficulties you faced in utilizing our services. Please reach out to me at reviews@cerebral.com if you are needing further support here. Kind regards, Meagan - Cerebral Coordinator.
