Calmerry

Hi there, Thank you for sharing your feedback. We're sorry to hear about your experience and understand the frustration reflected in your review. The experience you've described regarding your cancellation request, communication with our support team, and concerns about billing does not reflect the standard of service we strive to provide. We would like to review your case and the communication history with our support team to better understand what happened and ensure the matter is properly investigated. Thank you for taking the time to bring these concerns to our attention. Feedback like yours helps us identify opportunities to improve both our support processes and the overall customer experience. Kind regards, The Calmerry Team

Hi Rachel, We’re truly sorry to hear about your experience and completely understand how frustrating it can be when sessions don’t go as planned. Online therapy is designed to be more accessible than traditional in-person sessions, but our therapists may also see clients outside of the platform. Because of this, we cannot always guarantee that a session will take place on the same day a client is matched with a therapist. We would also like to clarify that the refund was processed through the dispute you opened, which you won, and the funds should have been returned to you successfully. As a HIPAA-compliant service, we do not have access to messages between clients and therapists, and session scheduling is handled directly through the platform chat. We would be happy to assist with any remaining concerns. A member of our team will reach out to you directly to help resolve this. Thank you for your patience and for giving us the opportunity to make this right. The Calmerry Team

Hi there, Thank you for taking the time to update your review and share your detailed feedback. We're truly sorry for the frustration and delays you experienced — this is not the level of service we strive to provide. We appreciate your acknowledgement that your issue was eventually resolved, but we also completely understand that the process was far too drawn out. Your experience with our customer support and the level of engagement from your therapist falls short of our standards, and we take that seriously. We're actively working on improving how quickly and effectively we escalate concerns, and your feedback is helping inform that process. Your suggestions regarding therapist commitment, pricing structure, and communication expectations are valid and valuable. We’re continuously reviewing our practices, and insights like yours are essential to improving our service for everyone. We’re genuinely sorry that we let you down and hope to earn back your trust in the future. Best wishes, Calmerry Team

Hello Sonja, Thank you for your feedback. We are sincerely sorry that your counselor couldn't respond to you promptly. Due to unforeseen obstacles and human factors, this is a rare occurrence. To minimize the impact of such situations, we offer the option to switch counselors at no additional cost. Our support team managers are aware of your situation and are working closely to find a solution that meets your needs and addresses the issues you experienced. As a fully HIPAA-compliant service, our support team cannot access your private messages on the platform, even with your permission. This policy is in place to protect your privacy and ensure the confidentiality of your communications. We deeply regret any inconvenience this has caused and appreciate your understanding. Thank you for bringing this to our attention.

Hello, Allen! We appreciate you sharing your feedback. We'll be glad to investigate this case for you. As we can see, you paid for three subscription months, and we refunded the payment for the last transaction for you. We are sorry that the terms of the refund policy were not clear to you when you subscribed in the first place, so it took you by surprise once you decided to discontinue your subscription. To prevent automatic renewal and any associated charges, we recommend ensuring that you cancel your subscription prior to the beginning of the next billing period.

Hello Amanda! Thank you for your feedback! We are sorry that the issues didn't let you use our platform properly. We would appreciate it if you inform our support team about them, so they will report the issues you faced to our technical team for further investigation. Concerning refunds, we always offer our clients to issue a refund for unused time. If you requested a refund, but you don't see this transaction, our team will provide you with more details so you can communicate it with your bank to find out more details and track it. Sometimes, finding a transaction can be not obvious depending on the accounting system that your bank is using, or for any other reason. However, we will be pleased to assist you - [email protected]

Hello Mandi! Thank you for your feedback! Closer to the end of March, our team did a significant update on our platform to improve customers' experience. That is why, after release, we needed some time to solve upcoming bugs. However, most of them were fixed in up to three days. Meanwhile, you could also use our website. Our platform helped a lot of people to build a comfortable space for working with mental health specialists, and we are sorry that we failed to meet your expectations. Every client is valuable to us, and we didn't mean to cause you inconvenience. As we can see, our team communicated with you regarding a refund. It is complicated to track them from our side after they left our account. But we understand your frustration. Our team provided you with an ARN code to track the transaction with your bank after we were informed that you can't see it in your statements. Our manager also sent you an email to assist you with it. Thank you for your patience, and we hope that the situation will be resolved soon. Update: The client noticed that the negative transaction (when the purchase was done) changed to a positive one (when she received her funds back). That's why, she couldn't see it in recent transactions, and thought that the company didn't issue refund.