ComplaintsforReGain
Counseling
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Complaint Details
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Initial Complaint
09/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My wife joined this service and was put in touch with a therapist. We pay 80 a week and get one therapy session. My wife's therapist was going on vacation for a week and had no appointments available and didn't tell my wife until the last minute. When my wife contacted this company about getting a rain check for the missed week they made some statement about if asked in advance, well she had no advance warning from her therapist. So in short they are going to steal 80 dollars from us for NO services rendered. We would like a $80 refund or a credit for the unavailability of the therapists.Initial Complaint
07/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged weekly for therapy sessions through an automatic billing service. I kept being charged despite not being seen by the therapist. When I froze the automatic payments I lost the ability to communicate with the therapist and Im still owed my money or two more therapy sessions. The company hasnt put me in touch with a representative to solve this issue.Business response
08/04/2024
Please ask that they contact us at ********************** to resolve the concern.Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was looking for marriage counseling and stumbled upon the Regain.The offering on the main page said it would be 65 per week, and I could cancel anytime. I wanted first to register and see what they offer and what kind of therapists they offer. When I signed up, I was immediately charged for all four weeks. I canceled my membership immediately because they did not notify me that I would be paying for the entire month right away before even seeing what therapists were available. After I canceled my account(within 5 minutes of opening), I contacted the customer support team to request a refund as I wouldn't be using any services. I canceled my account right away before they even connected me to the therapist. I never received a callback or reply from customer service. I would like to get a full refund for all the inconvenience.Business response
07/13/2024
Please ask that they contact us directly at ********************** to resolve the concern.Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The service is subpar. On June 14th, I signed up for counseling service and was charged $260 for the month. I scheduled an appointment for our first session with my husband and me for the following Thursday. The selected counselor canceled every session we scheduled and rescheduled two or three hours before without notice or communication. The first time she canceled at 10:09 without communicating, she rescheduled an appointment without notifying us. She said she had a doctor's ************ so she canceled. She rescheduled it without notifying us of a day my husband was unavailable. When I communicated that to her, she was not apologetic. She just asked to reschedule, which I did. The second time was today. We rescheduled it today at 9 am. As I was getting ready for the live session, I logged in and saw a note that she had canceled a little after 7 with no text communication. I already spent $260 within the month, and to have two canceled sessions by a counselor and no clear communication from that counselor is appalling and upsetting. I wasted money. I've also contacted the company via email, and they said they won't give refunds, but I see they do here on the BBB since it's been within the first 30 days. I want a refund. I have already canceled my subscription, so I won't be charged, and I do not recommend this service to anyone.Business response
06/30/2024
This has been resolved.Initial Complaint
06/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 4/26/2024 I signed up with Regain for couples counseling and entered my credit card info. At the time, I was offered a possible match with a male therapist, when I specifically asked for female. I declined that match. On 4/28/24, Regain emailed me with another match, this time a female. By the time I saw the email, my partner and I had already decided to utilize another route of identifying a therapist because, I am a therapist and was concerned about HIPAA compliance as none was stated to me via Regain's platform. On 4/29/24, I logged on to Regain and tried to cancel my membership. They kept asking me if I talked to the possible match they emailed about the less than 24-hours ago about terminating services. Then it said, "You still have 27 days left of your membership." I then found out by reading online that I will not receive a refund. 1. It was not explained that your membership begins the moment you entered your credit card information. 2. That is not fair as identifying a possible therapist match can be difficult, and take time. 3. There was nothing that talked about HIPAA and how I am protected. 4. The way Regain is directing their business feels like a scam. In the world of mental health services, one needs to feel they can connect with their therapist and just don't take the first therapist without consulting first. The fact that they begin the clock of membership before the member is connected with a therapist is a rip off.Business response
06/12/2024
This has been resolved.Initial Complaint
05/31/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed up for Regain in that I wanted help with my relationship issues. My gf is from a different country and different culture. When I signed up, I made it explicitly clear in their intake form that I needed a therapist that spoke my gf's language OR was as least in tune with her culture. Turns out Regain didn't have a therapist fitting that criteria. I therefore attempted to cancel the subscription as it was of no use to us. I have tried to cancel it several times and get a refund. Regain finally agreed today to cancel and give me a complete refund. However, instead of refunding me $2620 you actually charged me (an additional) $2620!!!! Regain is one of the most incompetent and/or immoral companies I have ever witnessed. I was charged $2620 today instead of Regain crediting me. What a total cluster.Business response
06/12/2024
This has been resolved.Initial Complaint
04/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I paid for a subscription from this shoddy service and never got to see a therapist. I immediately asked for a refund - to which they say they have a 30 day refund policy. Their customer service will not return calls or emails and I need help with this issue. I cancelled the subscription BEFORE seeing a therapist and within a few days of signing up.Business response
05/06/2024
We show our team refunded the payment in April 2024. Please ask that they respond to our messages to further review.Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for this scam about 2 weeks ago. I was supposed to be charged after my 4 sessions. I got a therapist and he was extremely unprofessional. He kept asking me and my mate what we do for a living and how we can have *** for sure but not to have ***********'t even have kids so that triggered me deeply. What did that have to do with anything? It was not relevant to what we inquired about at all. He went on long tangents and cut us off multiple times making our relationship more strained after the session. I immediately cancelled my subscription and see that I was charged beforehand. I am seeking a full refund for that disgusting, unprofessional session. No I do not want to try another therapist. That left me with a bad impression that they will let anyone on their platform. I want a refund or I will *** for the emotional damage that so called professional put me and my mate through.Business response
02/29/2024
We are unable to locate this individual using the information provided. Please ask that they contact us directly at *********************** to further review and assist.Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had a single 20 minute session on 1/9 the cost was $380. She was supposed to send me a schedule of her availability on the app after the session. Its been over 2 weeks and I have heard nothing back. I messaged my therapist to see if she is going to schedule another appointment and she asked if I looked at her schedule which shows she has no availability for months. For as much as this company charges and have you wait for 3 days to match you up with whoever they want with no option the therapist should schedule the next session before you stop the current session. If they have no availability then the patients SHOULD NOT BE CHARGED. Theres no reason why one single 20 minute session a month should cost this much on top of making sure your therapist keeps up with their own schedules and responsibilities. Not to mention that the cursing and nonchalant attitude is very unprofessional. This company is a scam and its a shame cause people really need therapy and they rob you hundreds of dollars thinking that your going to get the mental health treatment you needInitial Complaint
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is now the 3rd time I've canceled the regainus subscription service and have been charged. To be fair they did refund the first two times this happened, however I'm concerned about the pattern that shows some semblance to predatory behaviors as many can be in compromised mental states when pursuing stability through what avenues these businesses provide. I would like to say also that I hope they figure out a better way to adapt the system they use as it can be a very useful instrument to navigating a wide variety of mental health concerns. I belive every problem has a solution and urge this organization to continue iterating in effort to change and adapt in ways that benefit all parties.Business response
02/13/2024
Our team did respond to the concern, if this is not completely resolved, please ask that they contact us directly.
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Contact Information
Customer Complaints Summary
56 total complaints in the last 3 years.
17 complaints closed in the last 12 months.