My therapist is great but the platform is a bit buggy and we have had some technical issues. Also feel like they are missing out on some features that could be added like a goals section or reminders... See more
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See what reviewers are saying
Wellin5 offers a reasonable service at a reasonable price. However, they have poor customer service. They provide no method to connect with them live. Multiple requests sent via their chatbot have n... See more
Company replied
I worked with two counsellors at Wellin5 who were both fantastic, caring and knowledgeable professionals! I was struggling with burnout and depression and they helped me identify the negative patter... See more
Company replied
I really hate that. The timer is so heartless. You could be in the middle of going through something, and there’s absolutely zero forgiveness on the clock to wind things down in a way that is compas... See more
Company replied
Company details
Written by the company
Wellin5 is a safe space to meet with an online counsellor and get the advice and support you need.
Contact info
200-2630 Croydon Drive, V3Z 6T3, Surrey, Canada
- contact@wellin5.com
- wellin5.ca
3.8
Great
52 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I’m learning how to make boundaries
I am finding my counselling very helpful.
My appointments are always on time and
I look forward to them especially during a very difficult time that I have been going through.
23 May 2024
Reply from Wellin5
Thank you for the 5-star rating, Melissa! We're so pleased to hear that your counselling sessions at Wellin5 are helping you learn to make boundaries. It's wonderful to know you find your sessions helpful and punctual, especially during this challenging time. Your progress and well-being are our top priorities, and we're here to support you every step of the way. If you need anything else, please don't hesitate to reach out.
Wellin5 Team
Fantastic experience with Wellin5!
Fantastic experience with Wellin5!
Wellin5 made it very easy. From initial intake questions, to having a simple process to book a session, to getting matched immediately was seamless.
The therapist I had was great, and the platform had no issues. Payment was easy, and covered through insurance, which made it even easier.
Would definitely book future sessions with them!
3 April 2024
Unprompted review
Reply from Wellin5
Hi Cory!
Thank you for sharing your fantastic experience with Wellin5! We're thrilled to hear that our platform made your therapy journey seamless, from start to finish. Providing an easy and efficient process is what we strive for, and we're delighted it met your expectations.
We're glad to hear that you had a great session with your therapist and that our platform worked smoothly for you. Making payment easy and ensuring coverage through insurance is a priority for us to make your experience even more convenient.
We truly appreciate your kind words and your willingness to book future sessions with us. Whenever you need support, know that we're here for you every step of the way. Take care!
Wellin5 Team
Not answering my chats or emails
9 January 2024
Unprompted review
Reply from Wellin5
We're truly sorry for the inconvenience caused by the delay in responding to your chats and emails. The email was responded to on January 10th. However, that's not the experience we aim to provide. Your feedback is invaluable, and we're grateful for your patience. Rest assured, we've taken steps to improve our response time and ensure better communication going forward. We're glad we could assist you with the counselor rematch promptly. Thank you for bringing this to our attention, and we hope to regain your trust in the future.
Wellin5 Team
Extremely poor customer service
Extremely poor customer service. No response to emails or chat messages.
A good option for counselling if you can connect.
31 October 2023
Unprompted review
Reply from Wellin5
Hi MML, I'm so sorry that you were not able to connect with our team. It sounds like a frustrating experience and we would like to resolve this for you as quickly as possible. Could you please email contact@wellin5.com? I'd like to connect with you and see if I can help ASAP. Sincerely, The Wellin5 Team
Wellin5's Product is Good, Customer Service is Poor
Wellin5 offers a reasonable service at a reasonable price. However, they have poor customer service. They provide no method to connect with them live. Multiple requests sent via their chatbot have not been returned. I tried sending a request via their website contact us form, but the website just threw me an error.
[Update] They got back to me after I posted this review and addressed my request. +1 star
3 October 2023
Unprompted review
Reply from Wellin5
Hi Mike, I'm so sorry that you were not able to connect with our team. It sounds like a frustrating experience and we would like to resolve this for you as quickly as possible. Could you please email contact@wellin5.com? I’d like to connect with you and see if I can help ASAP. Sincerely, Brittany, The Wellin5 Team
Update: So happy we could help provide you with the service you needed Mike.
Wellin5 changed my life - affordable, accessible, and USEFUL!
I came to Wellin5 after a significant trauma in my life. I had tried out a different therapist outside of Wellin5 and was feeling even more anxious and awful as a result. I had completely abandoned myself and had no respect for my own needs, and was an anxious and depressed wreck.
I have now been using Wellin5 for well over six months now and it is no exaggeration to say it has changed my life. My counsellor is truly the perfect fit for me and she challenges me when I need it, but is always supportive and comforting. Therapy finally feels like a safe space where I can truly discuss things without judgment. I love how affordable it is and that I can keep up my therapy even when I'm travelling. The client support is always stellar as well.
If you've struggled to find your fit in the world of therapy, or find it cost prohibitive, I highly recommend Wellin5. It's what BetterHelp /wishes/ it was.
13 June 2023
Unprompted review
Reply from Wellin5
Thank you so much for your testimonial. We are so glad our platform has been able to help you and that your Therapist is such a beacon of support.
We hope you continue to grow in your mental health journey - we can't wait to see where it takes you!
Sincerely,
The Wellin5 Team
Highly recommend Wellin5
Wellin5 is the best investment I have made for my wellbeing this year. My counsellor Frances is knowledgeable and caring. I come out of every session with tools and motivation to tackle the weeks ahead. The schedules are flexible. I highly recommend the service.
2 May 2023
Unprompted review
Reply from Wellin5
Hi Danica,
Thank you so much for your lovely review! We love to hear that our platform and Frances are making an impact on your mental health in a positive way.
We hope you continue to grow in your mental health journey!
Sincerely,
The Wellin5 Team
Path to Recovery and Renewal
I worked with two counsellors at Wellin5 who were both fantastic, caring and knowledgeable professionals! I was struggling with burnout and depression and they helped me identify the negative patterns which led to my bad state and find the right strategy for me to turn things around.
I am now happy and inspired for the next chapter of life and more conscious of my emotions. If I'm ever in need of counselling again, I would come back to Wellin5.
27 March 2023
Unprompted review
Reply from Wellin5
Thank you so much for your kind words Edbert. We love hearing about our clients' progress and we are happy our counsellors were able to assist you. Your testimonial helps others gain the courage to reach out and ask for help and we greatly appreciate that.
We hope you continue to grow in your mental health journey.
Sincerely,
The Wellin5 Team
Such a fantastic counselor! Our lives have been greatly improved!
I was nervous to start seeing someone here. I've tried countless therapists in the past.
The man that is helping my husband and I through our challenges is fantastic. He is the most helpful therapist I've ever seen. My husband has autism and honestly doesn't really like a lot of people and he really enjoys it.
Thank you wellin5 for connecting us on this platform!
28 February 2023
Unprompted review
Reply from Wellin5
Hi Jessica,
Thank you so much for your review - and we are sincerely so happy to hear you are enjoying your sessions.
It is wonderful that your husband has developed a liking for his new counsellor and that you are able to work through your challenges together.
We hope you both continue to grow in your counselling journey.
Sincerely,
The Wellin5 Team
The path to healing
My therapist has set me on the path to healing and continually provides me with tools for the journey. Though I continue to struggle and have a long road ahead of me, her compassion, comfort and empathy are steadfast and she has given me the understanding I have never received.
11 February 2023
Unprompted review
Reply from Wellin5
Hi Lisa,
Thank you so much for your kind words. Your testimonial helps others find the courage to try counselling as well.
We hope you continue to grow in your amazing mental health journey.
Sincerely,
The Wellin5 Team
Might be wise to keep looking
While I’m sure there is a wide range of counsellors to choose from, the overall website and process of things is flawed. You cannot look through multiple profiles to find your best fit. You are matched with a counsellor and if you feel you don’t match well with their profile, you have to chat with support to switch. When you are switched, you have no say in who. The employee running the chat chooses your next therapist option for you and you continue like that until you think you’ve found one who matches you best. Their session are only 60 minutes. No options for 30 min and most companies offer a free 15 min consultation before signing on and booking full sessions - this one does not. You have to book a full hour and hope you like the person. Also, you purchase credits to book these appointments and they are non refundable. So once you’ve paid - you’re stuck. You cannot submit any claims to insurance either as they won’t give you proper receipts until after your session is complete.
No where in the website does it allow you to private message your counsellor and there is no app for easy access/video option.
Giving this 3 stars only because customer service staff are wonderful. Thankfully the lady I spoke with gave me a credit as I had a family emergency for my session but it would be nice if it didn’t feel so trapping to book with. At this point I’m just using my one credit so I can submit my charge to insurance and then I’m moving onto another online option.
20 November 2022
Unprompted review
Reply from Wellin5
Dear Jess,
We regret to hear that your experience with Wellin5 has not been what you were hoping for. Our clients are important to us, and our team is working hard to improve the overall experience.
We wanted to address some concerns that were brought up.
Our booking process has been developed with users in mind to ensure it's intuitive and easy to navigate. 90% of our clients are engaging in therapy for the first time, therefore, we have developed an innovative, compatibility-based match-making system that takes the guesswork out of the equation from clients having to choose their therapist. Prior to that we did have a choice option available but received feedback that it was not the preferred option.
At this time, we do not have a private messaging option for our clients to interact with our counsellors, but we have taken note of this feedback and are working on this feature and plan to release it in the near future.
We noticed that you were signed up for a subscription plan. Our subscription plans are not available in 30-minute sessions, but our clients are provided with a discounted rate for this option. However, our pay-as-you-go model does allow 30-minute sessions to be booked so our clients can get to know their counsellor.
I am sorry to hear you felt stuck - you are able to cancel your appointment anytime outside of a 24-hour window and rebook it.
We do not provide an insurance receipt prior to the appointment, as sometimes people cancel. We need to ensure accuracy in attendance for reimbursement.
We do sincerely appreciate that you had a great experience with our customer service team. I will be reaching out to you by email to see if there is anything further we can do to improve your experience.
Sincerely,
The Wellin5 Team
Matched with a great counsellor who was helpful right away!
14 July 2022
Unprompted review
Reply from Wellin5
Hi Sam,
We are so happy to hear you are enjoying your experience with Wellin5 and you were matched with a great counsellor!
We are thrilled you found it so beneficial.
Sincerely,
The Wellin5 Team
great and super fast customer service!!
6 July 2022
Unprompted review
Reply from Wellin5
Hello,
Thank you so much for your review.
We are thrilled you are enjoying your experience with Wellin5 and our customer service team.
Happy to be of assistance!
The Wellin5 Team
Great experience, life-changing sessions
My counselor was matched with me based on my needs, and was a perfect match. They were caring and non-judgemental, and it was easy to book appointments. This therapy has been life-changing.
9 June 2022
Unprompted review
Reply from Wellin5
Hi Emily,
Thank you so much for your feedback.
We are so glad you are enjoying your experience with Wellin5 and that the service has made such a difference in your life.
We wish you all the best as you progress on this journey!
The Wellin5 Team
Thank you, Jessica!
Jessica is amazing! She brings such care, compassion, and wisdom to her work. She uses a variety of tools and modalities to effectively support you - even through extremely challenging issues. I cannot imagine where I would be without Jessica and am truly grateful for her and Wellin5 for bringing her to me.
23 March 2022
Unprompted review
Reply from Wellin5
Hi Megan,
Thank you so much for your feedback.
We are so glad you are enjoying experience with Wellin5 and our wonderful counsellor Jessica. We will be sure to pass on the lovely words!
We wish you all the best as you progress on this journey!
The Wellin5 Team
Aaron is a really good therapist
Aaron is a really good therapist. I was able to be myself with him. He took the time to understand me and I really felt at home with him. So sad to see him go but I'm happy to have met him and wish him the best.
22 March 2022
Unprompted review
Reply from Wellin5
Hi Lucas,
Thank you so much for your feedback.
We are so glad you have enjoyed your time with Aaron and will pass along your well wishes.
We wish you all the best as you progress on this journey!
The Wellin5 Team
Great experience!
This has been a great experience for me. My well-being has been so improved by the counselors at Wellin5. The online sessions give me the flexibility I need in my schedule to get the help I need while maintaining my regular life. I cannot say enough positive things about this!
16 March 2022
Unprompted review
Reply from Wellin5
Hi,
Thank you so much for sharing your feedback.
We are so pleased to hear that you are enjoying your experience with Wellin5 and that you are already experiencing positive results from your sessions.
We wish you all the best as you progress on this journey!
The Wellin5 Team
Amazing platform
Very good service. Not too expensive. And best therapist I have had in a long time.
16 February 2022
Unprompted review
Reply from Wellin5
Hi,
Thank you so much for sharing your feedback.
We are so pleased to hear that you are enjoying your experience with Wellin5 and that you are already experiencing positive results from your sessions.
We wish you all the best as you progress on this journey!
The Wellin5 Team
scam took my creditcard information
scam took my creditcard information. had the free video. then never replied to me again.
very unprofessional.. go ahead try for yourself
5 October 2021
Unprompted review
Reply from Wellin5
Dear James,
We would appreciate if you would take into account all of the actions taken by our team to provide you with services on Wellin5. Here is a record of our response to your request:
- Our Client Services team responded to your query two times on Friday October 2nd 2021. In our response, we set the clear expectation that your message was escalated to our Clinical team due to the sensitive nature of your request.
- Our team responded a third time within 3 days with the full information required.
We find it unfortunate that you have posted an inaccurate review of our company based on the high quality and timely service we provided. Wishing you all the best.
Best regards,
Kelly, The Wellin5 Team
It's getting there.
The Bad :
•Missing text messaging between client and counsellor.
•The video taking a while to start and the warning is in white text at the bottom so I never see it when it gives you the heads up that it's about to end.
The Good:
• My first match with my counsellor was awesome. We both clicked right off the bat.
•My counsellor is specifically trained for what I need help with and a few other things so it really helps.
•Wellin5 team, specifically Brittany, is great at communicating with client's and trying to resolve issues. I felt heard with my concerns and we were able to come up with a solution.
6 July 2021
Unprompted review
Reply from Wellin5
Any concerns connected with this review were resolved on July 16th, 2021. Thank you for giving us the opportunity to provide you with a solution which meets your needs. Sincerely, Brittany, The Wellin5 Team
Hi Ren,
Thank you for taking the time to post a review here. We appreciate your feedback as it helps us to improve our service.
I’m sorry to hear that you have mixed feelings about your experience with Wellin5, but also happy to hear that you have such a great connection with your counsellor match. Could you please email contact@wellin5.com? I’d like to connect with you and see if I can help ASAP. - Sincerely, Brittany, The Wellin5 Team'
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