Reviews

This profile includes reviews for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Talkspace

  2578 Broadway # 607 New York, NY 10025-5642

  
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  Talkspace

  254 W 54th St Fl 13 New York, NY 10019-5516

  

Review Details

• Review fromTAMARA P

  Date: 08/09/2024

  I have been using TS for the last 16 months. Had GREAT therapist. At 4:10 pm Wed, Aug 7 I get a message that my provider is no longer available for services as of Thurs Aug 8. At 4:30 pm, I checked the app and ALL of my messages/resources are gone. At 5:00 pm, I was matched with a new provider. No idea what happened. Contacted TS and was told unfortunately some situations when a provider is unable to give notice and this is outside of our standard transition process and I can share my message history with a new provider. I do not want to start over! Mental health isn't something to take lightly and just switching to a new therapist isn't the answer. I had message my provider earlier in the afternoon and then all of the sudden she is no longer available. There was no indication from her that she was leaving TS. No way to contact her because she doesn't have any of my personal information and I don't have any of hers. Completely unacceptable.

  Talkspace

  Date: 08/22/2024

  Hi,

  Thank you for sharing your experience with us. We understand how disruptive and concerning this situation must have been for you, especially given the importance of continuity in mental health care. We sincerely apologize for the sudden transition and the impact it has had on your therapeutic journey.
  

  At Talkspace, we strive to provide seamless care, but there are rare instances where a provider may unexpectedly become unavailable. In these cases, we do our best to match clients with a new provider as quickly as possible. However, we understand that starting over with a new therapist can be daunting and frustrating.

  We truly appreciate your feedback and want to make things right. If youd like further assistance in this process or to discuss other options, please reach out to us directly at ************************************ Your mental health is our priority, and we are here to support you.
  

• Review fromCaitlin M

  Date: 07/29/2024

  It's very upsetting when Talkspace will take your insurance and then out of nowhere with NO notice or heads up that they no longer accept it. I went to make an appointment with my therapist, because she has been absolutely the BEST! And Talkspace tells me that my coverage is expiring.... which is odd because I updated it in April and it is now July. I went into my plan section of the website and it shows that my provider is awaiting for me. So I called my ***************** and they had no clue what was going on. They received all the claims for my appointments, everything was okay on their end, everything was and is still covered! So I thought maybe this is a technical issue. I went through and submitted a request in the talkspace website after I did ALL troublshooting just to get an email to try again...... So irritating. I gave up for a few days because it was stressing me out, yet I couldn't talk with my therapist to calm down. I then gave it a week and tried again. This time I called Talkspace. I told the lovely representative what was going on. We walked through everything and she then advises me that my insurance was no longer eligible!!!!! What?!?!?! What in the space rock c*** is that??? It's listed in the insurance provider drop down. My insurance company confirmed 4 times that I am covered!!! Yet Talkspace says it's not. Why???? Want to know what they suggest instead? For me to pay out of pocket then submit superbills to my insurance company for a possible reimbursement. So I have to drop $300-$600 to be able to set up a monthly appointment with my therapist and then try and get my insurance to reimburse me after that billing cycle. I DO NOT have that kind of money. Why do you think I was using insurance?!?!?! I didn't have a copay it was affordable for me this way! So I called my insurance provider to see what they thought of it. Come to find out this is just Talkspaces way to get more money! What a bunch of baloney! Talkspace you need to get it together!

  Talkspace

  Date: 08/22/2024

  Hi,

  We sincerely apologize for the frustration and confusion you've experienced with your insurance coverage. We understand how important it is to have consistent access to your therapist, and we're sorry for the disruption this has caused.Insurance eligibility can sometimes be complex, and we aim to resolve such issues as quickly as possible.

  If you havent already, we encourage you to reach out to our support team at *********************************** so we can look into this further and assist you in finding a solution.
  

  Thank you for bringing this to our attention. Your feedback is vital as we strive to improve our services.

• Review fromDebbie A

  Date: 06/14/2024

  I literally sent my whole life story in hopes for some help and spend 100 on 4 sessions, 3 with my first therapist who literally replied with and how does that make you feel really?? Then I wouldnt get responses for a whole day and the response to my article if you will, of problems I had or am currently having, the response was, well let me know how that goes for you Honestly I am saddened that I reported my innermost deep dark sadness/secrets of my heart, I feel, to someone who dont give a damn! Wasted 100 dollars that Ill never get back and got zero help.

  Talkspace

  Date: 06/25/2024

  Hi there, 
  

  I apologize for the delay in responding, I want to let you know that I understand how frustrating your experience with Talkspace was. 
  I'm sorry to hear about your experience.

  Your feedback is crucial for us to improve our services and ensure every interaction meets your expectations
  

  I want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.
  

  Your feedback is being forwarded to other teams at our department in order to try to improve the experience of other clients going forward. 
  

  If you are still needing assistance, that I may be able to assist you with please reach out to me at ***********************************************
  

  
  

• Review fromKristin J

  Date: 06/05/2024

  HORRIBLE! I had an appointment for an evaluation on May 28th. I need the paperwork as this is a time sensitive issue. I paid through my insurance and I want my report. They say they have up to 30 days to get you a medical report. That's unacceptable to have to wait that long for YOUR RECORD THAT YOU PAID FOR. I'm not requesting an entire file. Or an 18 year long file! It's one evaluation. They need to facilitate requests, and the manner in which they are handled better. Not happy. Cancelling membership.And, hey talkspace, you can save the generic response! Get me my report!

  Talkspace

  Date: 06/07/2024

  Hi there,

  Thank you for your feedback.

  We want to let you know that we understand how frustrating your experience with Talkspace was. We want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.
  

  We have looked into the account and found that the issue is being addressed directly by the Medical Records team.
  

  If you have any questions regarding records, please send them directly to **************************************** for further assistance.
  
  
  

  
  

• Review fromVirginia S

  Date: 05/31/2024

  If I could give them zero stars I would! They claim their billing process is clear. All they do is show you a screen in your account with how much you OWE> They do NOT tell you dates of the therapy sessions or how many are included. They also fail to show when the next therapy session periods BEGIN!They claim to clearly show that they have a subscription service. But there is NO wording or small print or ANYTHING that shows you are signing up for a subscription. After not answering me because their BOT was "solving" all my complaint reports; they finally contacted me AFTER I contacted the Better Business Bureau. They claimed I owed them another $276 and out of their kindness were going to waiver it. I didnt know what I was being billed for except for maybe 4 sessions? and I did not have a DEFINIATIVE date for these sessions. All they kept telling me was that my payment was due, my payment is due. No way to contact a real person to get more information. Then they send me a long email explaining that they have everything clearly worded on the website>>> which they DONT! To top it off, they emailed me on memorial day 2024 with messages about how important mental health is!!! Anyone going through anxiety or depression does NOT NEED this kind of c*** to go through! I was so stressed out I couldn't even think straight. Maybe this is their TACTIC to get money from people with mental health issues. Because when someone is stressed out they tend to try to solve problems quickly so they can calm their mind. If talkspace reads this: I NEVER gave you permission to continue emailing me with your SPAM degrading emails!!! LEAVE ME ALONE!!!!!

  Talkspace

  Date: 06/07/2024

  Hi there,

  We want to let you know that we understand how frustrating your experience with Talkspace was. We want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.

  We have looked into the account and found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
  

  Your feedback is being forwarded to other teams at our department in order to try to improve the experience of other clients going forward.

  If you are still needing assistance, that I may be able to assist you with please reach out to me at ***********************************

• Review fromMitch O

  Date: 05/29/2024

  If I could give TalkSpace 0 stars or less, I would. Our daughter used the service and signed up for an account. Upon signing up for an account they take your credit card number. Our insurance also offers TalkSpace services as well. Every session used TalkSpace billed our insurance company and then the credit card the very next day - essentially double billing. TalkSpace makes it impossible to contact them via phone or get customer service for such issues easily and getting a refund is almost impossible. They weave a person through a maze of menus or try and collect a bunch of information to create an account. The 'easy' automation is the worst human experience ever - just let me talk directly to a person and get billing issues resolved - the fancy shmancy 'interface' is horrible.Usually Credit Card companies provide a layer of protection for such invalid charges, but in the instance of TalkSpace, Credit Card companies seem hesitant to get involved. So, if this happens to others, TalkSpace is making double the money for services rendered. One of the most horrible business experiences ever. There should be an easy option to get such issues resolved - alas, a phone number to talk directly to a billing support person would be too easy.

  Talkspace

  Date: 06/06/2024

  Hi there,

  Thank you for reaching out.

  We apologize for the delay in our response. All feedback provided to us is valued and appreciated from our Talkspace Clients.We understand how frustrating it is when you are dealing with billing issues and we're happy to look into these issues for you. 

  A member of our support team reach out to you shortly. Please be on the look out for an email from **********************************.

  Best,
  

  Talkspace Escalations Support

• Review fromAndy A

  Date: 05/16/2024

  Having Talkspace give out a refund where I followed their refund policy is impossible. Talkspace has gone down every year. Their customer service is just articles and they don't have a phone number. I will never recommend talkspace to anyone. After reading all the reviews about talkspace. It looks like a scam.

  Talkspace

  Date: 05/23/2024

  Hi there,

  We understand how frustrating it is when you are dealing with billing issues and we are happy to look into these issues for you.

  I have reviewed your account and it appears that we were able to get everything refunded out and corrected for you.

  Please let me know if this is not the case by reaching out to us at ***********************************.

  Talkspace

  Date: 05/23/2024

  Hi there,

  We understand how frustrating it is when you are dealing with billing issues and we are happy to look into these issues for you.

  I have reviewed your account and it appears that we were able to get everything refunded out and corrected for you.

  Please let me know if this is not the case by reaching out to us at ***********************************.

• Review fromJon H

  Date: 05/10/2024

  Would give zero stars if I could This is the clunkiest most terrible website/ system Ive ever tried to work with. After wasting several hours of my time today trying to sign up for service, I was FINALLY able to. Then, I wanted specifically a member of the ***** community to work with in therapy. They would not give me that. They said they had it available but obviously they dont. I wasyed Half my day trying to complete this task to help better myself and my life and this website only ended up making matters worse!

  Talkspace

  Date: 05/23/2024

  Hi there,

  We want to let you know that we understand how frustrating your experience with Talkspace was.  We want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.
  

  It does appear that a member of our team is assisting with getting this resolved.Your feedback is being forwarded to other teams at our department in order to try to improve the experience of other clients going forward.

  If you are still needing assistance, that I may be able to assist you with please reach out to me at ***********************************. (edited) 

• Review fromAutum K

  Date: 04/19/2024

  Talkspace has been an absolute NIGHTMARE. My therapist was wonderful. Their "billing" department, and supervisors on the other hand? Awful. I have been double charged for every session (If your Insurance doesn't automatically pay at time of service they charge your card on file). I would be OK with this, if their reimbursements were timely. They are NOT and they make you, the client, do all the leg work. That's right, the company is too cheap to hire enough employees, so instead of employees who can look at your account and see that ********************** has been paid by your Insurance, YOU the client, are responsible for providing proof of payment to Talkspace. Even after providing them with that proof, I have had to fight tooth and nail to get MY money back. Needless to say I canceled and won't be back.

  Talkspace

  Date: 05/08/2024

  Hi there, 

  I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.
  

  We're sorry for any billing discrepancy here, I am happy to look into these issues for you. I have reviewed your account and it appears that we were able to get everything refunded out and corrected for you. Please let me know if this is not the case by reaching out to us at ***********************************
  

  
  

  Talkspace

  Date: 05/08/2024

  Hi there, 

  I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience that people are having.
  

  We're sorry for any billing discrepancy here, I am happy to look into these issues for you. I have reviewed your account and it appears that we were able to get everything refunded out and corrected for you. Please let me know if this is not the case by reaching out to us at ***********************************
  

  
  

• Review fromAllen K

  Date: 04/08/2024

  Talkspace ****************** is incredibly unprofessional and did not provide my correct medical records. They were out of date and incomplete and i have no longer been receiving any communication back from them despite multiple attempts to reach back out to them. I have reported them to the **************** ************************** State Auditor, and *************** Commissioner as this business should not be allowed to operate/take insurance dollars. Incredibly unprofessional and has caused me undue stress/burden when you need them the most.

  Talkspace

  Date: 04/16/2024

  Hi there, 

  I apologize for the delay in responding, I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience. 
  

  I would be more than happy to look into this issue for you. Please stay tuned for an email for the Talkspace support team. 

  Talkspace

  Date: 04/16/2024

  Hi there, 

  I apologize for the delay in responding, I want to let you know that I understand how frustrating your experience with Talkspace was. I want to assure you that we are actively taking actions to try to improve the customer service experience. 
  

  I would be more than happy to look into this issue for you. Please stay tuned for an email for the Talkspace support team.