You have to reach out to customer support to cancel your subscription, and they are super slow to action. It’s been over a week and they still haven’t cancelled my subscription while more charges keep coming in.
Developer Response
Hello, Jonah! Thank you for leaving your feedback. We are deeply sorry for the delay in canceling your subscription. As I can see the situation was solved, and you were refunded for the recent charge. We understand that it caused you inconvenience, and we are sorry for the delay from our side.I’ve been through 6 counselors in 4 weeks. 2 never responded at all. They all use auto replies which makes me feel unvalued. Now they updated the app and when you update it, then open the app, it says you need to update the app to use it after it’s already been updated. So now I can’t even log in to get my awful counseling service during a huge life crisis
Developer Response
Hello there! Thank you for sharing your feedback :)
Yes, our counselors have a welcome message set, which is their self-introduction. It is the first message the counselor sends once the client is assigned to them, it is not an auto-reply.
If you have any issues during communication with your counselor, please contact our support team. They will do their best to find the best solution for you.
Our technical team was aware of the issue you described, however, it was on the App Store side so they couldn't resolve it immediately. It took 24 hours to resolve it, and we are very sorry for the inconvenience it caused you.
Please, feel free to contact us at team@calmerry.com if you want to discuss the situation further.I got lucky and I got paired with a counselor who I have good rapport with and I’m so grateful for her support for getting me through some extremely difficult things in my life. Sometimes her responses are sporadic and can go a couple days between but overall she is on point with responding at least once a day. The app itself could use a little work. Messages sometimes get deleted when they don’t send or appear to have been sent (on both our ends). It keeps asking me multiple times a day to accept the new terms & conditions. Overall I’m satisfied but there are some glitches that could be improved on please.
Developer Response
Hello! Thank you for sharing your feedback with us :)
I am sorry that you faced issues while using our app! If you haven't reported the issues to our support team yet, please contact them via live chat or email - team@calmerry.com
Afterward, our technical team will work on investigating and fixing them. Thank you in advance :)I was matched with Gina j, and this person does not care. It was like chit chatting with an AI Bot. Responded once and that’s it. There was no give an take suggested to watch some YouTube videos and that’s it. Never followed up never dove deeper into what I needed help on. What a waste of money and time. Do better, bring in people who actually want to be therapist to actually help people. These people are just there for the easy money. It’s obvious that nobody checks up on them once they’re hired.
Now that I’ve canceled my subscription, the therapist all of a sudden wants to be following up and telling me if “ I DONT REPLY SHE DOESNT GET PAID “ how unprofessional.
Developer Response
Hello! Thank you for sharing your experience, and we are sorry that it wasn't good. Please, note that you can always request to be assigned to another counselor (or our team can send you a list of potential therapists). And if you address your feedback to our support team, I am sure they will try to find the best suitable solution for you.
We have a team who evaluates counselor's performance and a system that helps them with it. However, since they don't have access to the chat space/video sessions, they are limited in their evaluation process. This is why the feedback that our clients provide is precious to us, and we appreciate yours.I was matched with Gina j, and this person does not care. It was like chit chatting with an AI Bot. Responded once and that’s it. There was no give an take suggested to watch some YouTube videos and that’s it. Never followed up never dove deeper into what I needed help on.
What a waste of money and time.
Do better, bring in people who actually want to be therapist to actually help people.
These people are just there for the easy money. It’s obvious that nobody checks up on them once they’re hired.
Developer Response
Hello! Thank you for sharing your experience, and we are sorry that it wasn't good. Please, note that you can always request to be assigned to another counselor (or our team can send you a list of potential therapists). And if you address your feedback to our support team, I am sure they will try to find the best suitable solution for you.
We have a team who evaluates counselor's performance and a system that helps them with it. However, since they don't have access to the chat space/video sessions, they are limited in their evaluation process. This is why the feedback that our clients provide is precious to us, and we appreciate yours.A company that has exactly 7 counsellors and some of them aren’t even taking on new people.
The notion that you can choose the right therapist is a lie. Well, you have these few options only.
The system did not work. I didn’t receive anything from my matched ‘counsellor’ for days, sometimes for weeks.
I have been offered 10+7 days as reimbursement as the whole thing was an embarrassment for the company, really.
When I saw the billing date remained the same I complained, pointing out that the free days offer is pointless if the billing date won’t change.
I received a written promise on that the free days will be refunded upon cancellation.
When after a couple of months, they have disconnected me from my quiet therapist without any explanation, I have decided to cancel.
They have not sent the money back for the free days as they promised earlier.
After official complaint, they did refund the money.
I was happy to let it go.
But then, today they sent me an email with 8 paragraphs of typical polite nonsense with one sentence that had a meaning:
“ While we cannot offer a refund for the free days, we would like to emphasize our commitment to …”
I’m sure I don’t need to explain how frustrating this email felt after trusting this company with my money, that they will help me with my mental health.
I told them, they have already sent the money back and pointed out what an embarrassment for them to say no afterwards it is.
I didn’t yet, but reader, try Better Health instead.
Developer Response
Hello, Adam! Thank you for sharing your feedback with us. First of all, we are very sorry that you didn't have a good experience at Calmerry.
We are trying to track when the counselors are not contacting clients for a long time, but unfortunately, we can't always detect it on time. Usually, our clients are giving constant feedback while using our platform which helps us to meet their needs better.
We have a huge base of counselors licensed in different states. To match the client with the most suitable therapist they should be licensed in the client's state and specialize in issues that the client indicated, plus other details (which narrows the list of potential counselors). You are right, sometimes counselors can't accept new clients since their caseload is full. We can see that you tried working with a few counselors and for some reason changed them, and afterward requested a refund.
We never change counselors without informing our clients of the reasons for it. As we can see, when it happened we sent you an email explanation.
We offer a refund for our clients for the unused time. Sometimes a specific request may be missed since we have different agents working at different times, so they can miss a piece of information that was told to another agent. So there could appear some misunderstandings, but we always try to solve them promptly.
We do not offer refunds for additional days, that's true. But since in your case, they were added to cover the time your counselor didn't reply to you, they were still taken into account while issuing a refund. But it was a refund for unused time, and not as an additional compensation refund.Another update. They have now emailed and claimed they are “deeply” sorry but can not give me my money back. They have no reason for it. From day 1 the app had issues. I don’t not receive services for what I paid so they basically took my money and i paid $200 for a fake sorry. Awful company!!! What kind of therapy company can run when they don’t care about people or their clients.
Update… I was supposed to receive a refund from Calmerry over 2 weeks ago. I have been communicating through email and now they have just continued to repeat the refund will be there in 5-7 business days. It’s been way over that! You called my bank and they said they are showing no refund issued from Calmerry. I am beyond frustrated now. DO NOT USE THIS COMPANY!!!! I was so excited to get started with this. First counselor was non responsive and didn’t communicate at all. Finally got a counselor I was really liking but the app was having constant issues and extremely slow. Once they updated it was unusable! I would click on the message from my counselor and it would go to a black page. I reached out to the company and they responded but only offered to switch my counselor which is the last thing I wanted. When I messaged back and said I really love my counselor and it’s the app that’s the problem then just refunded me with no response.
Developer Response
Hello! Thank you for your feedback! We are sorry that our release affected your communication with a counselor. It is true that we needed a few days after the update to amend some details so it will work properly.
We apologize if there was a miscommunication with the support team. We will be glad to have the possibility to improve your experience. Please, reach our team via email team@calmerry.com or via live chat to talk in more detail.We paid for a whole month of service for my wife to be able to talk to someone and the counselor will not respond. It’s been about 3 days we’ve been waiting. The website provides a number that simply tells you all members of the team are busy and hangs up.
We don’t expect the counselors to be at her every beck and call but for the love of god it says she has set working hours and should at least have the decency to respond once.
If we get our money back or get a significantly different experience soon I will be more than happy to change my review or delete it. However I’m beginning to think that this is almost certainly a scam.
If this review is up and unchanged, I would avoid choosing this place as a company to entrust your mental health or money with.
Developer Response
Hello! Thank you for sharing your feedback with us. We are sorry that your experience didn't start smoothly.
Please, be sure that we can always issue a refund for unused time for you. However, of course, we hope that we will have the possibility to improve your experience with us.
Please, contact our support team via live chat or by email at team@calmerry.com.
They will find the best suitable solution for your situation.Password form issue cannot login.
Developer Response
Hello! Thanks for the feedback! We are sorry that you faced this issue. However, it was already fixed by our team. Please, contact our support team for more details if needed.I was matched with a therapist named Anaelli Jenny H. Her video availability was different than what was listed as her hours on her profile. She also runs a nonprofit she started. I was worried they she wouldn’t actually have time to provide help but I wanted to trust in the process.
She wasn’t able to meet with me for over a week because she needed time to read the lengthy questionnaire she sent to me. On the morning of our first video call she messages me less than a half hour before our session saying she was “a little behind.” When I asked about rescheduling, she did not get back to me until after the session was supposed to begin. Non-apologies ensued. I had heard they online therapists were often very irresponsible but I didn’t want to believe it. Now that I’ve experienced it myself, I cancelled my membership and have sought help elsewhere.
Developer Response
Hello, Aarix! Thank you for sharing your feedback regarding your experience with one of our counselors. We are sorry to hear that it wasn't a good one. Unfortunately, it happens that it is difficult to schedule a video session with a counselor. Last-minute cancelation can happen from the client's side as well as from the counselor's. We appreciate that you decided to give her a chance, but our team is here 24/7 to help with any kind of request. Please, keep in mind that to be assigned to another counselor takes up to 1 hour. And the feedback that you are sharing with us about the work of your counselor is very valuable to us.
We are sorry that we didn't meet your needs this time. But we hope you will be open to our collaboration in the future!
Jonah Ryan
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AdamH122
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Aarix Erwin
