SonderMind Reviews

395  Average
TrustScore 3 out of 5

3.0

In the Mental Health Service category

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Rated 5 out of 5 stars

Finding a therapist was easy

Finding a therapist was easy, with no hassle through the insurance company. I was able to choose another therapist because the first was not a fit. Scheduling is also easy without the need to go through the therapist.

Date of experience: September 18, 2024


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Rated 1 out of 5 stars

No customer service! Billing inconsistent

This online application has many flaws. Starting with logging in, to inconsistent billing problems. I had 2 sessions one was billed correctly the 2nd one billed me $300.00 my co-pay is $180 as opposed to $34. Absolutely no billing department to talk to. Now, that I've read the reviews I see this is a ongoing issue with no resolve. Not one person has said if they've ever received the email as promised by the company after writing a bad review. Don't sign up with this company- There isn't a way to delete your credit card. They can keep your information and bill you for appointments not made.

Date of experience: February 03, 2025



Rated 1 out of 5 stars

If I could give zero stars I would as…

If I could give zero stars I would as like all the other reviews regarding billing that is so correct. Please if you’re reading the review, take it very seriously I’ve been overcharged twice I’ve only had two sessions, and both sessions were supposed to go through my insurance. Which my insurance has never received a claim. I emailed the therapist to ask who would I talk to in regards to the charges on my card and I never received a response. I called the 800 number to get a live representative which she told me I need to fill out a form on their homepage and that billing will contact me through email only that is a red flag. I should have read the reviews before, I signed up with this service. Also my therapist rushes me out of the session each time she told me that she uses 15 minutes of MY session time to complete paperwork which is very unheard of. I have to pay for that, so that is very unprofessional and stealing because you’re not billing the insurance the appropriate times that you are using with the client. You don’t use 15 minutes of the clients time to do paperwork and end the session before the hour is up. Also, if I’m paying out of my pocket, you would not use the last 15 minutes of My time to complete your paperwork for My session very inappropriate!! I will also be filing a dispute with my bank for the charges that soundermind has charge on my card and then they can bill the correct or a proper claim to my insurance and the adjustments will be made. I don’t need a follow up review response from you guys saying the same thing that you told everyone else. I will get my money back guarantee. Have a great day!!!!!

Date of experience: February 13, 2025


Reply from SonderMind

Hey Frances,
I'm sorry about the frustration this situation has caused, and we certainly want to do what we can to correct it and ensure someone from our team follows up on your billing questions.

Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account.

Best,
SonderMind


Rated 1 out of 5 stars

Not worth it!

Like others have said, the billing department is terrible. I absolutely love my therapist, but after repeated issues with the billing team, I had to end services. I was overcharged per my insurance and I have reached out several times just to get the same response, "insurance applied the charges to my deductible". Except they didn't actually bill my insurance until two months after they charged my credit card. This is the second time I have been burned by an online mental health provider. Never again!

PS: Their website can't handle the online component for virtual visits either. All my sessions were choppy at best.

Date of experience: October 22, 2024


Reply from SonderMind

Hi Victoria,
Thank you for bringing this to our attention. We're sorry to hear you had some frustrations with billing. Our team would be happy to look into this further. Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account so that we can look into this and do what we can to correct it.

Best,
SonderMind

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Rated 5 out of 5 stars

I always handled my grief

I have always handled my own grief, but with my kitten mauled by my nieces dog, I'd had all I could take. Talking with Tracy really gives me a chance to get it out. My family is emotionally close, so the rift is very hard to handle.
This program gives me encouragement to write about my day. Asks how I'm doing. Evaluates my feelings about my counselor and my sessions. I think the Covid epidemic made it harder for me to handle my grief and talk therapy does work.

Date of experience: January 07, 2025


Reply from SonderMind

Hey Catherine, we are so sorry to hear about your loss, but so happy to hear that you are working through it with your SonderMind therapist. Wishing you health and healing on your mental health care journey!

Best,
SonderMind


Rated 1 out of 5 stars

Their billing department is horrendous…

Their billing department is horrendous and cannot give you a straight answer on charges. I saw a provider under the notion it was at least partially covered by insurance and then they slapped me with a bill of $113 per session months later with no communication of charges prior.

Date of experience: January 13, 2025


Reply from SonderMind

Hi Andrew,
Thank you for bringing this to our attention. We're sorry to hear you had some frustrations with billing. Our team would be happy to look into this further. Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account so that we can look into this and do what we can to correct it.

Best,
SonderMind


Rated 4 out of 5 stars

Difficult to schedule at times

For the therapy I have received i give 5 stars, but the 4 stars are for the frustrating time I have had to secure an appointment when adding a new team member. I needed a psychiatrist that could evaluate medication. I made an appointment with one only to be told that wasn't a real appointment. I was sent a message later thst day that i must call “their office” to confirm. Upon doing this I'm told oh no she does not have an opening until next week. I understand providers use soundermind to get some referrals, but for these there should not be a scheduling option. It should say call this provider to schedule. Thats just my opinion. I love the therapist that I have, so for that I am so grateful to Sondermind..

Date of experience: January 05, 2025


Reply from SonderMind

Hi Tracy,
Thank you for taking the time to leave your feedback. We understand this was a frustrating situation, and will do what we can to correct it! Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account.

Best,
SonderMind


Rated 1 out of 5 stars

-0 stars ⭐️

I would give zero stars if I could. I just had a baby and was looking into having postpartum depression therapy as well as all around generalized care. Got an appointment set up for 12pm to 1pm. I joined the call at 11:55am and waited until 12:40 pm and still the provider never joined. I never even got a message saying she’d be running late or needed to reschedule. I’ve been in therapy for over 15 years and have never once had a provider be more than 15 minutes late to a session. Super unprofessional. I message their support to make them aware, no response. I message again because I got a notice I would be charged $85 for the appointment that never happened due to the providers absence….. no response, imagine that. Continues to try to charge my card for the $85 for my “past appointment”…. Glad they take mental health seriously :D

Date of experience: January 12, 2025


Reply from SonderMind

Hi Madison,
Thank you for bringing this to our attention. We're sorry to hear you had some frustrations with billing. Our team would be happy to look into this further. Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account so that we can look into this and do what we can to correct it.

Best,
SonderMind

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Rated 5 out of 5 stars

Great therapy

My therapist Trish is everything I needed and hoped for. The platform did a good job helping us connect and running the video.

Date of experience: February 04, 2025


Reply from SonderMind

Thank you for this lovely review, Teresa! Wishing you all the best!


Rated 1 out of 5 stars

Bad Experience w/ Psychiatrist and Customer Service

I was in need of a psychiatrist after moving to a new city. I found Sondermind through my insurance portal and after speaking with the representative to get me started, things seemed to be looking good. I logged onto my account and had a list of 5 psychiatrist's (not a good starting list to pick from, I did call and request more but was only provided 2 more). I had messaged two psychiatrist's from the list. One never responded and the other one responded the night before the requested appointment at 8:30pm voicing my appointment was canceled. So now I am starting to regret picking Sondermind. I finally was able to get linked with a psychiatrist and had my first session. The psychiatrist hardly listened to what I had to say or my history of medications and it seemed as if they already knew from the start of the session what they had planned for me. Moving forward about 1 1/2 months being linked with Sondermind. I had a session scheduled but ended up testing positive for COVID and my wife and 2 kids also had the flu. I messaged my provider explaining that I would be unable to make the session and they pretty much voiced that I need to attend or I will be charged for a "no show". I HAD COVID and was sicker than ever. Welp guess what, I was charged a $100 late fee for not canceling 24hr or more before. I get that is the policy, but I feel that in certain circumstances that policy can be flexed. It is not like I had a history of "no shows" or canceling sessions, this was my first time. Another issue, my psychiatrist had prescribed me medications and my pharmacy reached out informing me that the provider had not sent in a refill request. I messaged my psychiatrist informing them of the issue and they said they did send in the request. I told my pharmacy that they said they did and the pharmacy said there is no request in the system. So, again I told my psychiatrist and they said yes he did send the request and asked me to then schedule another session. I asked my pharmacy to look again this time under any name that could be possibly used for me and guess what, my psychiatrist DID NOT SEND IN A REQUEST TO REFILL MY MENTAL HEALTH MEDICATIONS. So I asked my psychiatrist yet again about the refill and finally they sent in the request to refill my meds.

So, after that I decided to leave my provider and Sondermind and take my business elsewhere.

Date of experience: February 11, 2025



Rated 5 out of 5 stars

Darrell Adkins is easy to talk to

Darrell Adkins is easy to talk to, and he listens to what I am saying. Then he gives easy to understand responses and suggestions.

Date of experience: January 29, 2025


Reply from SonderMind

Thank you, Bill! We are honored to be part of your mental health care journey.

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Rated 2 out of 5 stars

Non existent customer service - charging for services they shouldn’t have

I have reached out to Sondermind about a billing concern 8 times !!! Not to mention how many times I tried calling a non existent line and getting hung up on due to being charged full prices for sessions that didn’t even last 20 minutes and no response !! When I don’t reply to the same email and put in a new complaint through the portal, I get the same auto response asking the same questions I have already answered and then back to ignoring me. This is absolutely unprofessional and unacceptable. Love my therapist but will unfortunately be leaving due to this.

Date of experience: October 02, 2024



Rated 5 out of 5 stars

Amanda is really awesome

Amanda is really awesome, very understanding, and she really cares!!! I could not have made this journey without her!! Getting better everyday!!

Date of experience: January 18, 2025


Reply from SonderMind

Hi Donald,
Thanks for taking the time to leave a review! We're so happy to hear you found a SonderMind therapist who really cares about you, and that you're feeling better.

Best,
SonderMind


Rated 5 out of 5 stars

Real Help

Patricia Nelson has made me look inside myself and observe the blessings I have in family, lifestyle, spouse, pets and activities (limited as they are). I’m starting to look forward to each day, waking earlier. I’ve realized that I can afford to hire others to do things that I can no longer physically do. She guided me to my first chair yoga class thru the VA. I’m now sore but feeling physically better.

Date of experience: November 19, 2024


Reply from SonderMind

Thank you for taking the time to leave this thoughtful review, Joseph! We are so happy to hear your therapist has positively impacted your life, and we're honored to be part of your mental health care journey!

Best,
SonderMind


Rated 1 out of 5 stars

terrible customer service

The billing department is the worst-run organization I have ever seen. It took them 4 months to resubmit a claim on my behalf and when they did, they didn't follow up and confirm that I should receive a refund. They confirmed 2 months ago that I should receive a refund but never issued one and have not responded to my 5 follow-up emails. My guess is they are deeply, deeply understaffed and don't see a need to correct their lack of resources. Additionally, the video quality struggled on this platform one in five times that I would use it. I would search on different platforms for a provider - rula, headway

Date of experience: July 09, 2024


Reply from SonderMind

Hi Kendall,
Thank you for bringing this to our attention. Our team would be happy to look into this further. Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account.

Best,
SonderMind

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Rated 5 out of 5 stars

I have a great doctor and therapist…

I have a great doctor and therapist with this company. My doctor is Chinara Smith she is so knowledgeable and compassionate. She understands her job and the role she plays in helping individuals dealing with mental health issues. I have found her to be a guiding light for my therapy. I have also regained a better understanding of myself and my decision-making ability for positive change in my life. I really appreciate the guidance of Sonder Mind in employing competent and professional staff members such as Dr. Smith.

Date of experience: December 18, 2024


Reply from SonderMind

Thank you for taking the time to leave us this wonderful review, Lira! We are so happy you've found a therapist who's helping foster positive change in your life.

Best,
SonderMind


Rated 5 out of 5 stars

Excellent therapist!

My therapist is helpful and well-suited to address the issues I'm bringing to the table.

The app is frustrating and has lots of issues.

Date of experience: January 18, 2025


Reply from SonderMind

Hi Alison,
Thank you for your honest feedback! We are always looking for ways to improve, and will pass this information to the appropriate team.

Best,
SonderMind


Rated 1 out of 5 stars

SONDERMIND IS A SCAM

This company, Sondermind, is a real joke. They don’t even have a billing department that you can speak to. They never filed a claim with my insurance after saying they did. They charged my credit card $164 - which I understand now why they insist upon you giving them your cc information for their file - when my insurance pays 100% with no deductible or copays. When I realized this happened and there was nobody at Sondermind to speak to, I challenged the charge on my cc and got it removed. As a result, I closed my credit card so that they are unable to make other charges without my authorization. Now I must call all my monthly direct charge places to change credit card information to my new card.
Like all the other reviews I read here today, I love my therapist, however I believe the company Sondermind itself is a scam. This mess has taken up so much of my time and NEVER was able to talk to anyone there to fix it.
DO NOT GET INVOLVED WITH SONDERMIND, you will regret it. When you read these terrible reviews, believe them and move on to another provider!!

Date of experience: January 13, 2025


Reply from SonderMind

Hi Sally,
Thank you for bringing this to our attention. We're sorry to hear you had some frustrations with billing. Our team would be happy to look into this further. Please keep an eye out for an email from TrustPilot requesting the information associated with your SonderMind account.

Best,
SonderMind