“Please don’t sign up with them. I asked for a cancellation and they pressured me into just pausing my account during the pause, my cc got stolen and was cancelled and a new card issued. All other services tied to that card were unable to charge it (utilities, car note, Spotify, Netflix) however they managed to charge the cancelled card. I immediately asked for a cancellation and refund as I hadn’t used the service in months due to financial reasons. However they denied the refund even though support initially told me they did cancel and refund. I’ve tried speaking to multiple support agents and requested to speak to a manager which they said also denied my request, so I was gonna chalk it up and try speaking to my care counselor, however they suspended the ability to even speak to any counselors or use any of their services even though they charge you for a full month and it shows it’s set to cancel on 7/17.”
Hello Mary,
I appreciate you taking time to share your feedback and experience here with us at Cerebral. I am sorry to hear that you may have had trouble cancelling your account. I can understand your frustration, and would be interested in looking into this further to see if I could assist.
To get in touch, feel free to reach out to me at (415)403-2156 or support@getcerebral.com and ask for me directly. I look forward to hearing from you.
Best,
Stefanie H.
Cerebral Coordinator
“I’ve heard great things about Better health so I figured cerebral wouldn’t be the same, but my experience here has been less than satisfactory. My appointment was canceled on me twice so I never spoke with anyone the first month, and I was charged a second time without having met with anyone yet.”
Hi there Shannon,
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
Hi Itzel,
We appreciate you sharing your feedback about your experience with Cerebral. It is disheartening to hear that you were not satisfied with our services. I'd like to see what I might be able to do to make the situation better. I would like to take some time myself to hopefully help repair your trust in Cerebral.
Please feel free to reach out to us by phone at (415) 403 - 2156 or by email at support@getcerebral.com and ask for me directly. I'm happy to assist in any way I can.
Warm regards,
Stefanie H.
Cerebral Coordinator
“if i could rate this service it would be a 0. Do not use this service. They are horrible and very unresponsive, they do not communicate with each orher and not helpful. do yohr research and make sure you use a legit conpany.”
Hello,
We appreciate you taking the time to share your feedback. As a mental health company, we are wholeheartedly focused on improving the well-being of thousands of individuals who may not have had access to, or the means to afford, quality mental health care. I sincerely apologize that you may have faced difficulties in utilizing our services. It is disheartening to hear that you did not receive the support you were looking for.
In any event, I would like to take some time myself to hopefully help repair your trust in Cerebral. To get in touch, please feel free to contact (415)403-2156 or support@getcerebral.com and ask for me directly. I'm happy to help however I can.
Warmly,
Stefanie H.
Cerebral Coordinator
“I have had one therapy appointment and was charged for two months after 3 cancelations by cerebral. I will be canceling asap due to poor payment and support.”
Hi Benjamin,
I'd like to sincerely apologize for the difficulties you faced with utilizing our services. It is unfortunate to hear that you were not satisfied with our services, and I'd like to see what I might be able to do to make this situation better for you.
Please feel free to reach out to us by phone at (415) 403 - 2156 or by email at support@getcerebral.com and ask for me directly. I'm happy to assist in any way I can.
Kindly,
Stefanie H.
Cerebral Coordinator
“Have over paid for first month. Did not received ANY services first month. Was almost charged double for second month and still have not received services, after medication provider stated they don’t provide the medications I take.
Still no refund for first month! Unable to cancel services! Filled out form and still unable to cancel services!”
Hi Dannielle,
Thank you for taking the time to share your feedback with us. I apologize for any difficulties you faced in utilizing or canceling our services. It is disappointing to hear you encountered challenges in this process.
I would like to see how I may be able to help. Please reach out to me at (415)403-2156 or support@getcerebral.com and ask for me directly. I look forward to talking with you.
Warmly,
Stefanie H.
Cerebral Coordinator
“The availability of therapists was limited. It took 2-3 weeks to get my first prescription. And when I decided to cancel, they charged me anyway. Do not recommend.
Update: my first cancellation request didn’t get finalized by the representative assisting me. So that’s why I was charged for another month. I started the cancellation process again and was refunded that month. However, I was then charged for medications the day after my cancellation took place. This was also refunded after I contacted them. HOWEVER. It should be noted that I previously requested that my prescriptions be sent to my local pharmacy so my insurance would cover the cost. And this wasn’t done.
So overall, I still do not recommend.”
Hi Eleia,
I am really sorry to hear that you may have had some difficulty in using or canceling our services. It's important to us to continue to improve our services. We strive to provide timely access to quality, affordable mental health care, and it sounds like we could have supported you better. This is disappointing to hear, and I appreciate you sharing this experience.
If there is anything I can do to assist, please do not hesitate to reach out to me at (415)403-2156 or support@getcerebral.com and ask for me. I look forward to hearing from you and helping in any way I can.
Best,
Molly V.
Cerebral Coordinator
“Canceled still trying to charge me I've asked repeatedly for more than 30 days to cancel the account if they try to bill me again I'm going to file fraud charges......”
Hi Pamela,
Thank you for taking the time to share your feedback with us. I apologize for any difficulties you faced in utilizing or canceling our services. It is disappointing to hear you encountered challenges in this process.
I would like to see how I may be able to help. Please reach out to me at (415)403-2156 or support@getcerebral.com and ask for me directly. I look forward to talking with you.
Warmly,
Molly V.
Cerebral Coordinator
“Have been going back and forth for weeks via the app and finally got a provider aligned and was sent the wrong link for only 15 mins vs. 30 and then when I requested a new link for the proper amount of time - would have to wait at least a month. Completely unacceptable from a customer / client standpoint. i would like a full refund given I was charged right out of the gate and have been (what feels like) being kicked down the line and haven't accessed any of the "great" functionalities of the site. Would just like my money back so I can invest it into a provider / mental health service that can actually provide me the service I have been charged for.”
Hi Jennifer,
I am so sorry for any difficulties you encountered while utilizing our services. I can understand your frustration. We at Cerebral are glad that you have taken this opportunity to share your experience, and we are working to improve our services.
In any event, I would like to learn more about your experience and see what I can do to help. Please reach out to me at (415)403-2156 or support@getcerebral.com and ask for me directly. I am happy to assist in any way I can.
Kindly,
Molly V.
Cerebral Coordinator
“Lack of concern to patient’s needs and have a treatment plan fitting the company’s interest rather than the patients advise friends not to participate and try to find a better company and professionals .”
Hi Motaz,
Thank you for taking the time to share your experience and feedback with me. I can understand that not feeling heard would be frustrating. I would like the opportunity to speak to you about your concerns. I can be reached at 415-403-2156 and you may ask for Catherine. I hope to hear from you soon.
