Frustrating service
I initially turned to cerebral when I needed therapy desperately, and struggled to find a therapist/psychiatrist in person who would take on new clients due to covid. I decided to go through with the subscription on here only to find out they had no available counselors and could only help me with getting medication. I proceeded with the mindset that I now only needed to look for a new therapist and could scratch a psychiatrist off the list. Terrible choice. Within the few months I've had cerebral, I've been forced to reschedule appointments with my prescriber THREE times already, and the only explanation I was provided with was "Unforseen circumstances". Normally I would be understanding of this, but three times is just unbelievable! Especially considering that due to this, I could not get a refill for my prescription before it ran out and went practically a week without my meds after only being on it for a month. Not to mention that your only source of communication through the app is a chat feature that could take anywhere up to 2 days to respond, and you can't even schedule an appointment until the notification pops up promoting you to do so. So if you feel you need an appointment quickly, good luck making one. I would say to anybody, take your money elsewhere and save yourself the headache. For an app that is meant to help people and provide somewhat of a safe space, they've really offered nothing but more frustration for me.
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Terrible Service, Stealing Money
Was charged for three months before even finishing registration, when calling back asking for a refund on my money for services I never used or even had access to, was given a run around by customer service. The woman emailing me tried to lie to me about what was in their terms of service even after I pointed out multiple times that according to their billing policy I am still eligible for a refund. She tried insisting that even though registration was never completed, because I started registration I could still be billed even without verification of my ID along with payment information. All they had was my name typed out and a card number. She tried to tell me the professionals need payment for being “available” to provide me services even tho I did not use or have access to them, what does that even mean? I was not registered. I did eventually get my refund, however the fact that she would try to lie like I cannot access the terms for myself and then continue to dodge my questions and direct quotes from the terms was ridiculous. If somebody else were to not push as hard and were in my situation they would have definitely just been robbed of over $200.
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Just for in between doctors
So i started cerebral for actual help with medications. My primary doctor was managing them all, and bless her heart she tried. She would just add more medications each time I addressed a new issue. At one point I was on 7. 6 mental health related. So I joined cerebral for management of medications. They did help me decrease medications. The support staff responds promptly. But for the price of the service plus the price of all the medications it is expensive for the service I'm getting. I see a doctor MAYBE once a month if I'm lucky and they’ve changed doctors on me too. With changing doctors came changing medications. I haven’t felt regulated at all since being on this service and am searching for a physical psychiatrist. I want someone who listens to what I have to say and can properly diagnose and prescribe based on history. Unfortunately my doctors on cerebral doesn’t really listen to me or ask any questions. And when I say the medications feel like they aren’t working, they just brush it off. Cerebral could do better and do regular check ins with clients on how they’re liking the service.
I was also double billed once for medications and they fixed that issue by delaying my next delivery. They did this quickly so that was nice.
I was also double billed once for medications and they fixed that issue by delaying my next delivery. They did this quickly so that was nice.
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Disappointed
I was really excited to try this method of therapy out. I don’t really have a lot of time to do in person therapy and the thought of just being able to message my therapist sounded awesome. It also sounded convenient to be able to have meds available if needed. However, as I was setting up my account, my therapist that was “customized and personally selected based off of my needs” was not. And I get it, can’t always get what you want, but my biggest request was that I did not feel comfortable having a male therapist. Unfortunately that was the only choice they gave me. Customer support was actually quite helpful when I reached out to them asking if I could change therapists, but apparently there was only one therapist for my entire state and it was a male, so I didn’t have any other choices for therapists. This unfortunately was a major deal breaker for me. I completely understand the shortage in mental health workers, however, it was frustrating to put my money into a subscription before finding this out, and ultimately a waste of my money. I feel like this kind of information should be disclosed before people invest their time and money in this program.
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Terrible Company
This company has switched all of their salaried Therapists to private contractors. This means that all of their greatest therapists have fled to other jobs as their pay has been greatly diminished, and their benefits taken away. The app is finicky at best, and sometimes downright unusable. Their customer service number no longer has agents to speak to, and all correspondence with support must be done through e-mail. Stay away from this company at all costs.
*Update*
This company finally responded to my cancellation e-mail after nearly a week of waiting to hear from them. They also responded to this review below, rather generically, and didn’t offer any specific help. Their phone lines don’t actually have anyone to speak to, and they just request that you correspond through e-mail. The response that I received through e-mail was that I’m not eligible for a refund, even though I didn’t use the service during the month in which I’m requesting. The reason this is so frustrating is because I was told explicitly from a representative of their company that I’d get a refund, as long as I hadn’t used the service during the month of the request. Once this company has your money, they do not care about you. If you’re reading this, and considering starting service with them, please stay away from them at all costs. You will not be satisfied with them in the long run.
*Update*
This company finally responded to my cancellation e-mail after nearly a week of waiting to hear from them. They also responded to this review below, rather generically, and didn’t offer any specific help. Their phone lines don’t actually have anyone to speak to, and they just request that you correspond through e-mail. The response that I received through e-mail was that I’m not eligible for a refund, even though I didn’t use the service during the month in which I’m requesting. The reason this is so frustrating is because I was told explicitly from a representative of their company that I’d get a refund, as long as I hadn’t used the service during the month of the request. Once this company has your money, they do not care about you. If you’re reading this, and considering starting service with them, please stay away from them at all costs. You will not be satisfied with them in the long run.
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Response from developer
Hi there, we want to sincerely apologize if you faced any challenges personally in utilizing our services here at Cerebral. 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 I would like to take this opportunity to learn more about your experience. I would like to do what I can to mend the situation. Our Support team is able to be reached by phone from 6am-6pm PT Monday through Friday and from 7am-4pm PT Saturdays and Sundays. You can feel free to call or email support@getcerebral.com and ask for me by name. Kind regards, Stefanie H.
Run Around With Prescriptions.
Edit: as of 9/14 I canceled my subscription. These people will not work with you to get your medication they prescribed. I WAS CONTACTING CUSTOMER SUPPORT FOR 3 WEEK WITH NO POSITIVE RESULTS. For whatever reason they never gave me the option to mail it out despite it being their services gimmick. 4 request for updates later, giving 3+ business days each time, I got fed up. Potential users, please be aware, they won’t have your best mental health interest in mind and will make them worse. Emailing the person who responds on here is a joke and they are rudely blunt.
I was subscribed Prozac by my Cerebral prescriber on the 8/28. It is now 9/10 and I have yet to receive a prescription that said would take 3 days maximum. I wrote them 3 times so far with no resolve other then “did you want it to a local pharmacy or shipped?” Um. This service is supposed to allow you to buy your medications online, not once was I told or discussed a local pharmacy. I literally JUST want to buy the prescription they put me on. No one seems to be taking this seriously or looking into it. I’m definitely considering a credit card chargeback and canceling a service I really wanted and needed. Such a shame since they had glowing reviews. I’m convinced this company has no compassion for the people trying to seek help. Also, the care coordinator who responds to these bad reviews is the same responding in my app. They don’t care and it’s been weeks already. She isn’t helping.
I was subscribed Prozac by my Cerebral prescriber on the 8/28. It is now 9/10 and I have yet to receive a prescription that said would take 3 days maximum. I wrote them 3 times so far with no resolve other then “did you want it to a local pharmacy or shipped?” Um. This service is supposed to allow you to buy your medications online, not once was I told or discussed a local pharmacy. I literally JUST want to buy the prescription they put me on. No one seems to be taking this seriously or looking into it. I’m definitely considering a credit card chargeback and canceling a service I really wanted and needed. Such a shame since they had glowing reviews. I’m convinced this company has no compassion for the people trying to seek help. Also, the care coordinator who responds to these bad reviews is the same responding in my app. They don’t care and it’s been weeks already. She isn’t helping.
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Response from developer
Hi there, this is Stefanie, and I want to thank you for sharing this insight with us. I'm so sorry to hear that you have faced these difficulties, and I can certainly understand why this was a disappointing experience. If you would be willing, I would appreciate the opportunity to connect further to ensure we amend the situation in a way that is best for you. I am happy to speak with you and help how I can. I can be reached at 415-403-2156 or at support@getcerebral.com. Kind regards, Stefanie H. Cerebral Coordinator.
Cerebral is a SCAM
Cerebral tells you that it’s affordable therapy, but what you’re actually paying for is a care provider (and medicine if you chose to). If you want to see a license therapist through cerebral, you have to pay a few hundred dollars, just like every other therapy app. Due to hard times I was unable to pay for my monthly subscription. I knew this ahead of time and emailed cerebral to cancel my subscription (there is no other way to cancel). Cerebral cancelled my subscription, but not until two days after I was suppose to pay for this month’s subscription. When I had gotten my last check from my last job, Cerebral took out my monthly subscription payment. When I contacted someone about it, they told me that my account would be cancelled after this month. I needed that money to pay other more important bills and rent. Cerebral also cancelled my appointments I had this month, so now I am paying a monthly subscription for absolutely nothing in return. This is literally a robbery. Cerebral falsely advertises and has super fine print in their contracts. Please do yourself a favor and go use BetterHelp. I used to use them and they are so much better. They are more expensive but if you can afford it, it’s so worth it.
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Horrible Customer Service and Zero Accountability
The app listed an incorrect time zone for my appointments and when I showed up at the time listed, my provider did not. When I reached out the customer service representative relayed that my appointment was not at the time shown in the app but actually in a different time zone (which was also not the one I am in) and made it seem that I should have known this mistake when scheduling. I was then marked as having missed my appointment instead of it showing that my provider did not show up. I ultimately chose to cancel because the response I received was so frustrating and was told on the phone that I would be eligible for a refund due to the misunderstanding and the fact that I was unable to use the services because the app was giving me incorrect information. The agent on the phone was the only kind person I’ve spoken to at this company and she directed me to the online cancellation form. Then the customer service agent processing my request denied a refund saying that I was ineligible because my billing date had passed and I had missed my appointment. I explained in detail the issue I had and was again told it was my fault for missing the appointment. I have received nothing but additional stress from this app and they have taken zero accountability for the failings of their scheduling system. I would rate it 0 stars if I could. I would never recommend this app.
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Response from developer
Hi there, I apologize that you may have faced difficulties in utilizing our services. 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 I would like to take this opportunity to learn more about your experience and see what I may be able to do to assist. Please feel free to contact me at (415)403-2156 or support@getcerebral.com. I look forward to hearing from you. Best, Stefanie H. Cerebral Coordinator.
Disorganized and money seeking
I signed up with my insurance and took the next step to help myself. It took about a month to even see a prescriber and just a prescriber. No therapist or anything. I mentioned this to their costumer help center and they offered me a refund for the first month, but no mention as to when I’d see a therapist. After I met with my prescriber, she immediately prescribed me mood stabilizers without getting to know anything about me. Just a few simple questions and that was enough to prescribe medicine which is another red flag. I asked her when I would see my therapist next and she got flustered and started making things up. She said someone would follow up with me after this session ended and even then she sounded unsure. Which no one did and I had to reach out and ask. When I did ask, they told me that they didn’t have any therapist for my insurance and instead I could pay almost 300 a month to talk to someone. I waited 2 and 1/2 months to be told this and I wasn’t my time and money for pills I didn’t even want. This system is super frustrating and I wouldn’t recommend. They made it seemed that with my insurance it should be easy and available but I was stupid enough to believe it. Thanks.
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Psychology Student
This service is great. I just began a treatment and my prescriber not only listened but made sure the treatment was adequate for me and my needs. Like a true Practitioner we began a plan that started slow, and worked towards improving my anxiety and depression in order to see if their underlying cause has to do with ADHD. I’ve done some research in regards to which one you treat first, and the best psychiatrists and studies suggest to do both at the same time, if a link is found between the two. In my case, there clearly is. She was so nice, so smart, I do recommend this app. This is the first review I’ve ever done, in any platform. This means a lot to me, I feel as if I will get my life back. I’m excited. To those who experienced really bad service, I do feel sorry, I wish that wasn’t the case, but it does depend on which state you are in as well. Perhaps people in your state are just more susceptible to acting in that way. Maybe, maybe not. Either way, the app is at least worth a try. I never had to have someone schedule me an appointment, I scheduled and rescheduled so many times. I always got an answer back, I always had someone answer my phone calls. Yeah you might have to wait, the most a few hours but they’re people too, they have a life as well. Some of you reviewing here are very rude.
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