ComplaintsforCerebral
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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company will prescribe addictive substances without the ability to sustain care or safely take people off their medicine. I was prescribed adderall, started at 5mg was immediately raised to 10 and then after they changed my provider without any explanation (that's fine I get it's the law) I was assigned a new provider Who said and I quote "we can prescribe up to 60mg so it's up to you" are you kidding me? This company should be closed due to malpractice it's extremely unsafe what they're doing and on top of that after being prescribed 10mg for 3 months and having my provider changed out of no where my new provider forgot to send in my prescription forcing me to stop taking this controlled substance cold turkey. When I tried to reach out for them to help they took days to respond and completely stopped answering the phone, I never got an email response back and all my voicemails went unanswered. Please please do something about this company, they're irresponsibly flooding the market with narcotics and are being extremely unethical with their treatment of patients after they've received their payments. Please. Please help. Not for me, for the people they could literally kill... if I was on a 60mg prescription of adderall... and was forced to stop cold turkey I could've died from withdrawals or turned to alternatives. I'm begging someone to hear this and do something to stop these people.Business response
12/01/2021
Hi ****,
I hope you are well. My name is ********, and I'm one of Cerebral's Coordinators. I wanted to take a moment to follow-up on your concerns with our service. I'm doing quality checks here and noticed that your experience with us was less than excellent. Please know that we're taking your feedback into account to make Cerebral better overall, and we're actively working to improve our service in the hope that clients can have a more seamless experience.
We're sincerely sorry that your experience with Cerebral was unsatisfactory and for any trouble you have met with receiving your medication order on time. We understand the importance of continuity of care and truly regret to hear that there has was a delay in response when you were seeking additional support along with unexpected changes within **************. For this inconvenience, we have gone ahead and issued a $85 refund back to your payment method to cover your most recent subscription. In addition, a 50% discount has been applied to your next monthly subscription.
Once again, please allow us to apologize for any challenges this presented to you. We are wholeheartedly striving to provide high-quality access to mental health care for everyone who comes to us seeking support. We understand that this outcome did not meet your expectations and that this may have been burdening for you, especially when you were taking such an important step in reaching out for support during this time in the first place.
In any event, we sincerely appreciate you giving Cerebral a try and hope the refunds issued help to restore some of your perception of the service. At the end of the day, our main priority is that our subscribers are getting what they need. We wish you well on your mental health journey.
Best regards,
********************
Cerebral CoordinatorInitial Complaint
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been a member of Cerebral since September 2021 and am on the $85/month plan which includes appointments with a nurse for medication management and a counselor. I had an appointment with the nurse and she prescribed me Wellbutrin. A few weeks later I had a 30 minute call with the counselor. I am unable to make any follow up appointments in the app because there is no availability for the foreseeable future. When I tried to reach out to make an appointment or get a refill for my medicine via the chat feature no one responded to me. I called and left a message and sent multiple emails. All of gone ignored. I don't know why they cant help me make an appointment or get a refill for my medicine. They are charging for a service that they have failed to provide. It's sad because they are doing this to people or have anxiety and are depressed. This whole situation has made my anxiety worse. I just want the services I am paying for and that they are claiming to provide.Business response
12/01/2021
Hi ******,
I hope you are well. My name is ********, and I'm one of Cerebral's Coordinators. I wanted to take a moment to follow-up on your concerns with our service. I'm doing quality checks here and noticed that your experience with us was less than excellent due to scheduling concerns. Please know that we're taking your feedback into account to make Cerebral better overall, and we're actively working to improve our services in the hope that clients can have a more seamless experience.
We're sincerely sorry that your experience with Cerebral was unsatisfactory and for any trouble you have met with using your subscription. As I understand it, a coordinator has worked with you to secure appointments on 12/18/21 and 12/19/21 with **************. In addition, I have ensured that a $42.50 refund from your most recent subscription has been credited back to you, and I have also applied a 50% discount to your next upcoming subscription for the inconvenience you have encountered.
Once again, please allow us to apologize for any challenges this presented to you. We are wholeheartedly striving to provide high-quality access to mental health care for everyone who comes to us seeking support. We understand that this outcome did not meet your expectations and that this may have been burdening for you, especially when you were taking such an important step in reaching out for support during this time in the first place.
In any event, we sincerely appreciate you giving Cerebral a try and hope the refunds issued help to restore some of your perception of the service. At the end of the day, our main priority is that our subscribers are getting what they need. We wish you well on your mental health journey.
Best regards,
********************
Cerebral Coordinator
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Customer Complaints Summary
612 total complaints in the last 3 years.
25 complaints closed in the last 12 months.