Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a telehealth appointment this past weekend. The doctor answered the call in a car full of people. I dont know who these people are. I dont find it professional to be talking about private medical information with multiple strangers in the car, I dont care if theyre your best friends or your family they dont need to know my private medical information.The doctor picked up the phone and within 10 seconds told me she couldnt help me yet. I still had to pay for an appointment when they dont offer the services I need and it wasnt clearly stated on their website. There should be a function where the doctor can simply deny your appointment and let you know that they dont provide those services.

  

  Business Response

  Date: 09/27/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Success by Sesame for $249/mo and had the initial appointment with their provider on August 27. After the appointment, it seemed like nothing was happening. I followed up with the provider and was told they needed "labs" to proceed. No one had told me this to that point, and I wasn't even told what labs they needed. I sent in reports from some bloodwork I previously had done, and then was told I would have a prescription mailed to me. The portal just showed the prescription as processing for several weeks. I emailed to check the status twice, and was given a response that the matter was "escalated". More days passed and still nothing happened. I called the support line and was told the matter would be escalated again. Still no answer on when I'd receive my medicine, and I was told I'd get a call back likely within 24 hours. No one called for several days, so I called in again. This time I was told the matter had already been escalated. After further messaging back and forth, I still received no useful info or timeline on when I'd receive any medicine. Just that my provider was being contacted to resubmit a prescription that had not been "received" by the pharmacy. It had been a month at this point and I canceled before the next monthly billing would have kicked in. I got an automatic refund of $140, but the remaining $109 was kept by the company. All they did was take my money and waste my time. I got the sense that they didn't have the medicine at all and were just seeing how long they could keep me paying the subscription fees. I'd warn others to stay away from this company. Seems like a scam. I'd like the rest of my money back.

  

  Business Response

  Date: 09/27/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

  Customer Answer

  Date: 09/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has not offered the refund I requested or even addressed the issue. They are avoiding any responsibility under the guise of "patient confidentiality". That is my choice whether to share my own information on a public forum. I already tried to get this resolved through Sesame's internal channels and they told me they would not provide any further refund. This company is a scam. *****! They take money and offer nothing in return.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ***********
  
  
  
  
   
  

  

  Business Response

  Date: 10/03/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

  Customer Answer

  Date: 10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. After much back and forth with a representative and making reference to this BBB complaint, I was provided a full refund.
  
  Sincerely,
  
  **** ***********
  
  
  
   
  
  

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around 2:30 PM EST on 8/8/2024, I purchased an appointment with *********************************** for a 3:30 PM EST appointment on the same day. I waited for the call, but I never received a call. When I realized the provider had not called, I called Sesame. They refused to issue a refund for the provider missing the appointment. I spoke with Sesame and emailed them numerous times over the next ten days, but they refused to change their position. Sesame once said that I should have received a link for a virtual appointment, but I did not receive any emails from Sesame except for one to tell me that ******************** has read the notes from our previous appointment and later for a request to review the appointment. I include all of my phone logs for that day and ********'s records of all of phone calls for that day. Which I also provided to Sesame.

  

  Business Response

  Date: 08/30/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an appointment with sesame around 430pm for 530pm. As part of the booking process, they said I must enter an address for them to be able to call a prescription in. I called customer service to inquire about the address as my insurance is linked to my Maryland address, but I am traveling due to a move and am in ********. The representative clearly did not know anything about the healthcare system and was unable to assist me satisfactorily, and in fact raised many other concerns such as stating my prescription would not be covered by insurance at all using their service and that their service takes days to deliver a prescription that must be taken within 24 hours. Upon learning more about the service from JD, I asked to please cancel my appointment and refund. He said he would call me back and did not. I got a call from the provider after my appointment started and I told him the story and asked him the same question because of course I would like treatment if they can just answer the simple question. He said he doesn't know anything about calling in prescriptions, and I told him then I would like a refund please, and he said to contact customer service which I already clearly had and who had not communicated or followed up at all. I just want my $50 back and for other buyers to be aware of what they are doing to sick people.

  

  Business Response

  Date: 07/26/2024

  Hello,

  Thanks for reaching out and I do apologize for your negative experience! We genuinely appreciate this kind of feedback, so thank you for taking the time to articulate it for me. Feedback like this allows us to accumulate data to see how frequently these kinds of issues occur and the impact these issues have on potential and existing patients.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I paid for a service I did not receive, that was not marketed appropriately, and I require a refund for the service I didn't receive. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I have called customer service and they said they would not provide a refund because the provider called me and told me he couldn't help. This business is being completely dishonest.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  

  Business Response

  Date: 08/07/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me $179 saying I would receive treatment. I got a 4 minute phone call and then it became a money grab for hundreds of dollars in addition to the $179. I never received a single product from them and they would not refund my $179.

  

  Business Response

  Date: 07/18/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Convenient. You have done nothing through me contacting you direct either. The company is a joke and a fraud.   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  

  Business Response

  Date: 07/23/2024

  Hello,

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awful!!! Said they'd send my urgent rx immediately and never did and customer service refuses to do anything. I wasted my time and money and still have no medicine. Plus the doctor was rude and didn't listen well, gave horrible medical advice. Absolute scam and dangerous company. Stay away!!!

  

  Business Response

  Date: 07/15/2024

  Hello,

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. However, we take all customer input seriously and encourage you to reach out to us again to take a closer look at your case. 

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for Sesame Weight Loss Program set appointment with provider only to find out she could not practice in **************! Cost of appointment is ****** plus membership *****. I called their customer service only to be told that since i spoke with the doctor i could not get a refund. I only spoke with ************************* for just a minute because she stated that she could not practice in ***************This is of no use for me and I expect a full refund.

  

  Business Response

  Date: 07/12/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have spoken with them on the phone they are in a foreign country and hard to understand.  I have sent emails to this business they did refund my doctor **** of ****** but I would like a refund of ***** membership refunded also. I cannot use the doctor I spoke with because she does not practice in ************** this membership is of no use 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  

  Business Response

  Date: 07/19/2024

  Hello,

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

  Customer Answer

  Date: 07/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scam! Not real doctors. They take your money and tell you they can't help you. No refund since a "doctor" took the time to tell you they can't help. Generic chatbot replies. I hope to save at least one person from wasting their money! These people should be ashamed.

  Customer Answer

  Date: 07/11/2024

  *************************

  So many reviews say the same thing about this company. 

  

  Business Response

  Date: 07/12/2024

  Hello,

   

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** and we can look further into this for you.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sesame (in connection with ******* advertised a service to obtain Weight Loss medication. You sign up on the Sesame website and then pick a doctor who has a day and time convenient to you. Included in this fee of $195 is "unlimited messaging" with the provider. I picked Dr. ************************ Our initial appt was quick, he was rushed, but he suggested a medication (********) and sent to my pharmacy. Little did I know at that point, ******** is almost impossible to find and after digging deeper, it's also not covered by my insurance *********** BCBS). BCBS suggested Wegovy. This is where my messaging began with ************. The process to get these medications approved and filled requires more than just sending a script to the pharmacy. I am sure ************ was well aware of this, however, he was taking appointments ever 15 minutes (I was checking this every day) and collecting his $195 per patient but doing no follow up. I would message & each time I would have to beg for him to respond, I would call and email Sesame customer service, and eventually he would reply - but always 72 hours + later (when the response should be within 24 hours, per their website. After weeks of going through this exhausting process, I got the medication and just gave up trying to switch providers. 3 weeks ago, I had another question about ******, I messaged Dr on 5/21, surprise, no response. It has now been 2 1/2 weeks and I still can not get a response from him and Sesame is basically telling me they will try to reach him but no guarantees, will not refund my payment and will not switch me to another provider. I am really shocked that ****** has aligned themselves with a company who is providing such careless and unacceptable service. I don't understand how, at this point - now with no response for 3 weeks, they can't see that there is a huge problem here and be jumping on it to get this resolved for me. Also 90% of the time when you call them, recording says they are busy and try again later.

  

  Business Response

  Date: 06/07/2024

  Hello,

   

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Sesame does not need to release any personal details, this is a "generic" response and another way to avoid providing any type of customer service. They owe me $195 for services not provided that are included in the cost of the program. My provider ONLY responds to me in the messaging app, after days and weeks of me reaching out.  Not acceptable.  I paid $195 for 3 months of messaging yet my provider does not respond and the last response took 2 1/2 weeks. I want a refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Using this excuse and "generic" response, rather addressing the issue, must be how they continue providing sub-standard and fraudulent services...

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business Response

  Date: 06/18/2024

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/13/2024 i paid $195 to talk to a doctor who works for sesame about the weightloss drug ozempic. doctor was supposed to have a video conference with me at 1700 central time and i was told to be on the confernce at 1640. i waited ************************************************ after a very brief phone call he said he was going to perscribe me OZEMPIC. we said ozempic multiple times, i asked if there was a generic brand he said no. he said he would send ******* to pharmacy of my choice. Instead he sent WEGOVI to the pharmacy and it costs $1600. I didnt know this drug existed, i do not want this drug.I tried contacting SESAME customer service multiple times, sent emails and I keep getting "AGENT NOT AVAILABLE". I just want a refund for this appointment that was completely pointless.

  

  Business Response

  Date: 05/15/2024

  Hello,

  We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.