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:05/10/2024

  Type:Sales and Advertising 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 on Sesame website to see a doctor via video visit to have a scuba diving release form Completed. When The doctor arrived, he told me that he could not complete the form and that is something that I had to do in person. No exam was given.I emailed Sesame and asked For a refund. They refused saying that the doctor has seen me an assessment was made. An assessment was not made. The doctor asked no questions about my health. I would like a refund please plus compensation for my time to file this complaint and time emailing back and forth with them. Thank you.

  

  Business Response

  Date: 05/13/2024

  Hello,

   

  We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, 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.
  

  Customer Answer

  Date: 05/16/2024

  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]

   

  This is not an acceptable response and does not address the complaint. 

   

   

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

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

  Customer Answer

  Date: 07/10/2024

  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:
  

  
  

  [Your Answer Here]
  

  The business, Sesame, obviously refuses to address my issue and is using excuses to dance around the question. Please find them at fault and adjust their rating accordingly. This is unacceptable from a business. 

  
  

   

  
  

   

  
  

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

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

  

  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 ###-###-#### if you have not already done so.
  

• Initial Complaint

  Date:04/23/2024

  Type:Product 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 Sesame Care in January, 2024, and every day since has been a struggle with this company. My medication is currently on backorder so i asked Sesame to send my prescription to a compounding pharmacy. I spoke to the pharmacy, received all the required information needed, and relayed the steps to my provider, AND Sesame Support, AND Sesame pharmacy care. I waited and waited for a response, and when i finally got one they are telling me they cant send my prescription to a reputable pharmacy that actually has my prescription in stock. They have given me every excuse in the book and i am tired of being taken advantage of. How is it that a doctor cannot send a prescription to a pharmacy? Ive never heard of such a thing. They keep blaming it on different things, and every time i call the pharmacy to confirm, but am given completely different answers by the pharmacy. I want my prescription situated and filled, or i want all of my money back.

  

  Business Response

  Date: 05/16/2024

  Dear Sir or Madame,

  After thorough review, we are unable to locate the complainant, *************************, in any of our client systems. Furthermore, ************ indicates a name for another organization, Sesame Care.Therefore, it appears we are not the correct recipient of this complaint. Given we have no history with ************ we consider this complaint resolved.

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

  

  Business Response

  Date: 05/20/2024

  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: 05/23/2024

  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.

  I was able to open it this time, thank you. Although I have already received my reimbursement from this business, I feel their response is apathetic and dismissive, therefore I will never use or advertise this business again. 
  
  Thank you,
  ************
  

  
  

  
  

• Initial Complaint

  Date:04/23/2024

  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.

  Doctor *************************** at Sesame Healthcare filibustered throughout the fifteen-minute telehealth visit. She continued to do this until the visit was over. She never addressed the reason for the visit other than to tell the patient that eating poorly is bad for you. Sesame is not like Plushcare or other telehealth services they do not address in any meaningful way any issues from doctors that fall short of the purpose of the visit. Instead, they say an assessment was made therefore no refund. The assessment was to not eat a lot of sugar and salt. That was not the reason for the visit. The doctor did not address the purpose of the visit in any meaningful manner and then employed specious arguments to avoid the issue. For this reason, a refund is in order. Doctor ******* told us at the end of the visit to set another appointment and she would most likely address our needs. She then literally, deeply rudely disconnected and was gone. It seemed she just wanted more money for another visit. The visit was also telling in the manner in which Sesame treats its customers. ********************** also does not post reviews on their site that are negative. They censor the reviews. If a patient disagrees with the doctor is it reviewed and censored if Sesame so desires. They did not post ours. They appear in all regards to be self-serving, not forthright. If a product or service is not provided a refund is called for. Sesame is not that kind of company. Potential customers should govern themselves accordingly.

  

  Business Response

  Date: 05/10/2024

  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.
  
  We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, 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.

  Customer Answer

  Date: 05/10/2024

  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's response to my complaint is transparently disingenuous. Sesame Tele-health responded they cannot answer because of privacy issues. They will not answer it seems  because their business model, at least in regard to complaints, is based on poorly fashion deception. I posted my name. There is no personal further information used, attached, needed or required. They cannot even come up with a plausible reason to avoid. A cursory overview on any reputable health complaint site or any reputable forum that reports on health issues shows they post these kinds of complaint s all day long. This is what those sites are set up for, as an path for the public to assess health providers. There is no private exit ramp that justifies their response. They have no feasible deniability. It is telling. Their response is all that is need to show who they are. They made my point with their response. They embarrassed themselves.
  

   

   

   

   

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

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

  

  Business Response

  Date: 05/14/2024

  Hello,

  We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, 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.

• Initial Complaint

  Date:04/17/2024

  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 signed up with ********** for a three month subscription for access to a health care provider. I had my initial Tele-doc consultation. After said consultation, there were issues with what was prescribed to me. I tried several times to contact my healthcare provider. I emailed sesame numerous times and they kept telling me to give it 24 hrs. I, in fact, waited several days to hear back from the provider. I have tried calling ********** at ************** several times and all you get is a recording. It is impossible to reach a person. Ive emailed them, asking for a refund; copies of which are included. When asking for a refund, they stopped responding to me. Im also sending copies of the correspondence from the healthcare provider. Please be sure to look at the dates.

  

  Business Response

  Date: 05/10/2024

  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.
  
  We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, 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.

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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 contacted a telehealth provider with Sesame care - Healthcare. They charged a recurring fee of $179. I spoke only for 5 minutes the first visit and got no help. I immediately canceled my membership within 1 hour per their instructions. They have continued to bill me for fees.

  

  Business Response

  Date: 05/10/2024

  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.
  
  We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, 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.

• Initial Complaint

  Date:04/12/2024

  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 scheduled an appointment yesterday, the doctor advised he would be writing two scripts for an antibiotic and a steroid. He said i would receive a text to select the pharmacy I want them sent to.(Most providers ask during the appointment where you want it sent) . I still have not received a text , and there is no way to contact the DR without paying a $25 dollar fee. I tried using the customer support chat but it says there are no agents available ( although there should be from 9 - 9 EST during the week). The phone number also has you wait on hold and a recording states that the phone service is unavailable.

  Customer Answer

  Date: 04/13/2024

  Better Business Bureau:
  
  in reference to complaint ID ********, customer service issued a refund for the amount . This may be marked as resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/05/2024

  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.

  On Thursday, March 21 I purchased the online weight loss program from sesame. The website advertised 20% off for new users and additional savings by linking a ****** account. Despite linking and signing up, I received no discount but assumed this was because the weight loss program was exempt from discount as it was a more involved program. The cost was $195 and said it included expert clinical care, a potential weight loss prescription, and ongoing support via messaging, nutrition, and exercise guidance. (I have screenshots.) Furthermore, the whats included calls out insurance coordination for prescription authorization. I did not receive any support with insurance and even called myself to find out theyd never been contacted with any kind of prior authorization attempts. In my seven minute call with a provider, I had already uploaded lab results and come prepared with what I knew would be needed for insurance. The provider asked me to upload my insurance card to make things easier, which I did. When my prescription could not be picked up due to insurance PA, I reached out to my provider via messaging. I did not receive any response within 24 hours which is the promised follow up time on Sesames website. Only after I was prompted to rate the messaging service after that 24 hours and gave 1 star, did I get a message from my provider 32 hours later saying Ill work on this. Its now been a week since that message with still no contact with my insurance, no messages, no support whatsoever. I never received any nutrition or exercise guidance. Even the visit with a clinician was a total of 7 minutes and was less comprehensive than one of Sesames standard clinic visits which seems to be $60. (Likely less with those advertised 20% off and ****** partnership. In all this is a program that is not whats advertised and I have not received the services I paid for in the expected and advertised timeline.

  

  Business Response

  Date: 04/26/2024

  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:03/14/2024

  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 3/12/2024 I used Sesame because I believe I have a sinus infection. The provider I saw dismissed my previous health concerns and interrupted me over and over and pushed medicine that I cannot take because of my health problems. She was rude, dismissive, and lied to me about sending in a prescription. This business is very unethical

  

  Business Response

  Date: 04/26/2024

  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:03/07/2024

  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.

  I filed an order for a telehealth appointment scheduled for March 4th, 2024, and paid on March 3rd, 2024. I requested from the prescriber the maximum allowed quantity of medication for my prescription order, which she agreed and stated the maximum amount to be 11 units. My mail-order pharmacy, DiRx, notified me that the prescription was only for 1 unit with 1 refill. This amount is far from what I need to control my medical condition, and customer support inquiry stated that a refund cannot be processed as I am paying for an assessment for prescription purposes. However, the assessment was not functionally operative as despite her assessment over video call agreeing to the maximum 11 unit prescription quantity, she only prescribed me 2 units, which is effectively not a valid assessment which is what I paid for, and hence obligated to a refund process. Further communication with the provider is not even possible without paying the same amount again simply to be able to text the provider for the next 4 days.

  

  Business Response

  Date: 05/14/2024

  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: 05/16/2024

  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 response simply states a response cannot be made due to privacy concerns.

   

   

   

   

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

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

  

  Business Response

  Date: 05/23/2024

  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:03/04/2024

  Type:Order 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 2 appointments first one she told me cant help I need to to in person I would like get refund for second apt they online system not allow me to call and they considered a patient no-show ? How that my fault I would like get refund for the both appointments please

  

  Business Response

  Date: 05/14/2024

  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.