Helloinnerwell Avis 7

I will start with the pros. The therapy did wonders for me. I am doing the 24 session package and after session 15 or so, my suicidal ideation has completely vanished. I don't know how long it will last, but this is the first relief I have felt in 30 years.

The cons are mostly around interactions with the company. I am currently in the process of validating my insurance with them for the 5th time. They tell me it is invalid, I tell them to double check, they say "oops, sorry, we were wrong" and then we move on. The next time I schedule an appointment or need a my next dose sent to me, the process repeats.

Their website has been broken from day 1 and it is impossible to reschedule appointments without opening a support ticket. In the support ticket they tell you that you must cancel within 24 hours of the appointment or they will charge you $100. They then take a couple of days to respond to your request to cancel or reschedule, bringing you withing that 24 hour window, so you get to fight with them about that.

I had some second thoughts before taking my first dose and considered a refund until I learned that I would only get 50% of my money back. That is an insanely steep cancellation policy when you have not yet even started the program. On the up side, it resulted in my going through the program which has been life changing.

All in all, they are a pain in the ass to work with, but the therapy works.

I just sign up and found the process easy. My first appointment was pretty good, certainly better than other companies I’ve tried.

I just started working with a psychiatrist at Innerwell and think she is fantastic. I've been struggling with many different antidepressants with limited success. She suggested we try a new approach. I'm a little nervous about it, but feel very supported by her. The Innerwell app is also kinda cool. I've had a few issues, but the support team have been fast with fixing them.

Innerwell's "24 dose" Ketamine plan has multiple misrepresentations. They fail to communicate the exact value exchange. I will be engaging a lawyer.

Many patients come to Innerwell because they have lost trust in people, and Innerwell erodes it further.

They do not share upfront any accurate information on the:
- Actual cost: you can be required to pay 2.5X or more than the per session fee advertised ($83)
- Patient journey, including what exactly is required, e.g. when and how often you are *required* to meet with their providers. On their website and in initial calls, they say things like "you will receive ongoing support from your Psychiatric Clinician" and "You’ll partner with your clinician through live consults." As if it is up to you. When in fact, the entire program (undisclosed to you) progresses only by meeting with these "clinicians" (who you really, really don't need to talk to, unless, maybe, you're a high-risk, mentally unstable person).
- "Program" is not focused on providing medication. Their priority, as evident by their sneaky opaque billing practices, is to bill "healthcare provider hours" not deliver the ketamine sessions promised.
- Refund details. Terms do not outline exactly what they are charging you for (medicine? hours?) and by when you will receive it. They reference "shipments" in the terms, but not how that equates to medication amounts (aka, # of ketamine sessions you bought). Also, they allegedly have different names for different shipments. In their app, what they refer to as Shipment 1 is (alleged, by email) the second shipment you receive from them, but it's the 1st shipment of your actual medication amount for the duration. They then allegedly interpret the "second shipment," in their own terms on refunds, to be "Shipment 1", so that you end up paying A LOT more per medication dose than they advertise.

To be clear, in my case, in Month 1, I was charged $525 and received my first shipment of 2 doses, which is not even "registered" or shown in their app as a shipment, because it's an exploratory dosage, to find the optimal dose moving forward. Month 2, charged $525 and receive "Shipment 1" (according to the app), which has doses 3-8. There was 0 requirement or expectation communicated to me about when I am REQUIRED to meet with a clinician again or EXPECTED to take all of these doses. I'd understood, verbally, that it was all up to me, on my schedule. Wrong, they tell me.

Now, since they had advertised "$83 per ketamine session" [although recently, since I highlighted their illegal advertising to them, I see they are saying "$83 per treatment" (which doesn't make it any less deceitful)] I assumed that they'd be sending medication every month, during the first 4 months that I'm paying. Because, how else could they possibly charge me $525 every month, and consistently maintain that same "per medication session" ($83) rate? They can't; it's not possible.

When Month 3 rolls around and they charge me $525, but no new medication comes, I login to the platform.

The dashboard showed a message that the "shipment I'd just been charged for" (displayed in a three-step visual, like an Amazon order) wouldn't be delivered until I "recorded my sessions" - aka, shared details of my very personal, intimate experiences - in their app. I wasn't about to do that. Nothing about their app screams "secure." And besides, it was never communicated as a "requirement" that I divulge my innermost thoughts and experiences to them before or after starting. Why would I help them collect valuable, sensitive data that they can possibly exploit it later? (Who'd sign up for that?)

Within a few weeks, after I tried multiple ways to get in touch (they make it very hard to connect with customer support), they changed their tune.

By email they told me that clinician visits, not engaging in their app and divulging session experience, is what triggers medication shipments.... That's a new requirement, intentionally never communicated, so that I pay the 4 months, and can't get a refund.

Perhaps they thought I won't remember or that I'm easily gaslit, but they're clearly experimenting how & when they deliver value and penalizing me for failed experimentation.

They allege that requesting a refund after Shipment 1 (in their app, but allegedly a "second shipment" in their terms) means that I'd be paying:
+1.5X the advertised $83/session, aka $129/session, if canceled after Month 2's payment
+2.4X the advertised $83, nearly$200/session, because they billed me 1575 by Mo. 3.

If I'd booked a clinician session (which triggers a shipment) I'd also have a big deduction in the refund, due to high clinician $$.

Regardless, they're charging me +2.4X the advertised session rate!! Which is illegal

STAY AWAY FROM THIS PROGRAM!

They gave me my first two doses. I’ve been getting spravato for over a year. The first dose did nothing (a total waste for the $87) I took the second, which was higher. It worked okay. The clinician suggested that I make my second appt with her after the second dose. She didn’t tell me it was required. They don’t have appointments after 5 and I am in training, hence why I started at home. So our hours don’t match up. At this point I will have gone 2 1/2 weeks before my next dose, if it ever happens. My mom just got out of the hospital on top of having a 12 year old to take care of and now my mother on top of it. Also, starting a new job, from being on disability for a long time, is having its challenges too. Why do at home to accommodate work schedules, if they don’t work with you with your schedule. This is a load of bull, I should have listened to the reviews.

I reached out to the support number and their response was? You’ll be okay. You can go multiple weeks with out the meds. And they were rude and mean, not understanding as well. The clinician gave me her phone number, and now she’s ignoring me. Even when I pleaded with her and sent a follow up text saying please help me. Very upset, will be discontinuing after my 8 doses. I can’t get a refund, so I’m screwed till then.

The providers are not interested in you as a person. This is definitely a sales driven model; everything you say during the Intake is in one ear and out the other.

Zero understanding if you aren't textbook patient.

Beware. I gave authorization for a $700 credit card charge and was immediately given a receipt for $2,100 which was NOT authorized. This was for ketamine treatment for mental illness. I’m frankly disgusted and disappointed that any “mental health provider” would exploit such a vulnerable population of people. I have requested an immediate refund so I can go to a local trusted source for therapy. If this issue isn’t timely dealt with I will be filing a class action because this is beyond wrong. I doubt my credit card company will tolerate this nonsense, and surely a California jury will not have much sympathy for this type of exploitation. I’m beginning to wonder if I was scammed online.