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:02/21/2024

  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 02/06/2024 I had a virtual appointment with **********************************. It was for a renewal of bupropion 450mg a day dose. ********, he sent an incorrect information to the pharmacy that made impossible to get my medication delviered. Tablets are only 300mg or 150mg, the 450mg daily dose is the combination of two. Since the doctor ordered it as 450mg, CVS is not giving me my medication. They were supposed to contact him, but never heard back. i contacted Sesame costumer support and I'm being told that it's not fixable because too many days have passed (this was not disclaimed anywhere, that there was a limit of 13 days to ask for a correction of their mistake). Additionally, the insurance only covers 90-days prescription. Although the doctor told me that he had sent 90-days, the pharmacy has 30-days and I have to pay the full price in case he changes it to 300+150mg.Sesame costumer support are not helping me, and refusing to refund me the money even the visit was solely for a renewal of prescription. It's very disappointing. They did not warn that there was an expiration date for correction of their mistakes.

  

  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.

• Initial Complaint

  Date:01/16/2024

  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 December 29, 2023, I had a telehealth appointment with a *************************** from this website. She completed an evaluation and prescribed Wegovy for me to assist with weight loss. I paid $170 for the consultation and an additional $19 for four days of chat support with the doctor. Her visit summary in my account states that we had a consultation and she prescribed Wegovy.She sent the prescription, as I requested, to my local ********* that day. However, when I contacted the pharmacy, they told me the medication Wegovy had been on back order for most of 2023, and they did have any idea when they'd get any. I asked ****************** to transfer my script to CVS Caremark, thinking that a mail order pharmacy might have a better access to the supply of medication. She did so.Then a colleague of mine told me she had been able to obtain ****** through Amazon Home Pharmacy, so I asked ***************** to transfer the script. She refused, and my chat access to her expired. Then I decided to try to transfer the prescription myself, and found that the prescription was in my CVS Caremark account mark *********** and I had a message from CVS Caremark saying the prescription had been denied by provider. Now I can't access it at all.I have been emailing customer service DAILY about this situation with no satisfaction. They say the provider will not transfer the script a third time (which it wouldn't be the third transfer) and they won't respond about why the script is denied. I'm not talking about insurance - I was going to pay for it out of pocket. The script is just canceled BY ******************,Sesame wants me to either pay for another appointment with this doctor or another provider they have to start all over. Getting the same emails day after day and it's been two weeks now. All I want is to have the prescription again, and I'll take care myself of either filling or transferring it. SHe needs to send it back to CVS Caremark again.

  

  Business Response

  Date: 01/17/2024

  We appreciate you taking the time to share this feedback. We take all customer input seriously and encourage you to reach out to us at ************************************** or **************.

  Customer Answer

  Date: 01/19/2024

  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:

  This is the information sent by CVS Caremark regarding the Wegovy prescription sent to them by ***********************. This is word for for word. I will attach a screenshot.  They also sent me a letter saying the prescription had a problem because the doctor is not licensed for my state. 

   

  When I brought this to customer service's attention, they simply denied it and said I needed to escalate the matter with CVS Caremark. This is ridiculous, since the issue clearly comes from the doctor (see bold red type below) 

   

   

  and all she needs to do is call a certain number and resubmit the prescription with my name, birthdate and insurance member number. I gave them all that information but the doctor just refuses to even try. **************** says I have to pay to book another appointment to clear this up. They've been dodging this for weeks.

   

   

   

   

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

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

  

  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: 05/14/2024

  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 they have done nothing. They refused to help me through customer service, so I came here. They refused again here. Their response is ridiculous. Nothing about my complaint has to do with medical information and that is just qm excuse. I still have not received the medication they promised. They are FRAUDS. I WANT A REFUND.

   

   

   

   

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

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

• Initial Complaint

  Date:12/29/2023

  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 contacted Sesame to get a refill on my prednisone prescription. During my consult with the doctor, he agreed to refill my 10mg prescription but said I would need a second appointment to request the 20mg pills. I scheduled a second consult and the doctor prescribed the medicine. Upon contacting the pharmacy to get status, I was told they had reached out to the doctor for verification and that they could not fill my prescription until they heard from him. Eventually they went back and forth and the doctor ended up cancelling my 20mg prescription, leaving me without my meds that he had written for me. I asked sesame care for an update and was told that the pharmacy told the doctor they didnt have any more pills of the 20mg strength. I asked for the prescription to be sent to a different pharmacy if that was the case and I have had no response from sesame since. I threatened chargeback for the visit cost as the doctor did not fulfill the obligation of providing me my prescription nor with any proper follow up. Sesame had me go back and forth with the pharmacy when in reality the doctor cancelled the prescription without providing any explanation. The pharmacy does have the 20mg pills, so sesame further lied about this.

  

  Business Response

  Date: 01/04/2024

  We appreciate you taking the time to share this feedback. We take all customer input seriously and encourage you to reach out to us at ************************************** or **************.

  Customer Answer

  Date: 01/05/2024

  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 already reached out to your customer, service team, and your representative ******, says she would wait for authorization to issue me the refund and would email me once that confirmation was received, this was two weeks ago. Nothing has been done since, I continue to demand a refund for the visit. 

   

   

   

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

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

  Customer Answer

  Date: 01/09/2024

  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]

  What kind of response is this? Am I to assume they are saying they wont be taking any action? 

   

   

   

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

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

  

  Business Response

  Date: 01/09/2024

  At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address concerns via public forums.

• Initial Complaint

  Date:11/16/2023

  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.

  The service refused to refund me after missing a cancellation window that they never informed me of and made locating my appointment details extremely difficult and misled me into believing I did not have a confirmed appointment.

  

  Business Response

  Date: 11/30/2023

  We appreciate you taking the time to share this feedback. We take all customer input seriously and encourage you to reach out to us at ************************************** or **************.

• Initial Complaint

  Date:10/30/2023

  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.

  This is blatant false advertisement. They explicitly say they do lab work and follow *** , which is something that would be needed in order to do a full assessment of my issue. I was told by the doctor my issue would require labs and follow ***, which they advertise. And that he specifically doesnt do that sort of work. The entire phone call lasted less than 1 minute. This is a scam operation and I want my money back

  

  Business Response

  Date: 10/30/2023

  We appreciate you taking the time to share this feedback. We take all customer input seriously and encourage you to reach out to us at ************************************** or **************.

• Initial Complaint

  Date:10/16/2023

  Type:Customer Service 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 was trying to connect to a mental health provider in order to evaluate my current situation and get a refill on my prescription at 3:15 p.m. Pacific time on 10/13/2023. However, during my appointment, I was informed that my prescription could not be filled because it contained a controlled substance. Though the policy is stated on the regular appointment page, this information was not disclosed when I was searching and booking mental health services, whereas it's ultimately safe for an individual to assume that mental health professionals are able to deal with controlled substances due to the nature of this field of practice. Sesame is providing false information to its customers and misleading potential patients as it fails to disclose important information regarding its telehealth practice which results loss of customers' time and money.

  

  Business Response

  Date: 10/17/2023

  We appreciate you taking the time to share this feedback. We take all customer input seriously.

  Customer Answer

  Date: 10/19/2023

  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 responses does not solve my complaints. 

   

   

   

   

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

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

  Customer Answer

  Date: 10/20/2023

  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 company does not address my issue at all.

   

   

   

   

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

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

  

  Business Response

  Date: 10/24/2023

  We appreciate you taking the time to share this feedback. We take all customer input seriously and encourage you to reach out to us at ************************************** or **************.

• Initial Complaint

  Date:08/23/2023

  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 requested medical records 20 days ago, and prior to that, my disability insurance company requested my records. Sesame care has neither provided records nor have responded to our emails, but most egregiously I have since found out that on their website in fine print it says they do not always provide medical records. The **************** requires that medical records be provided to patients. Their lack of transparency is completely reprehensible. I will lose my disability insurance benefits as of the end of this month (August 31st) due to their negligence. Their demonstration of lack of commitment to ethical behavior is causing me irreparable harm. How they have a two star rating, but a Better Business Bureau rating of A+ is beyond all comprehension.

  

  Business Response

  Date: 08/23/2023

  Sesame assists all users with receiving copies of their records and sharing records with providers once they complete a simple records release form. Please call us at ************** and we will assist you immediately.

• Initial Complaint

  Date:08/03/2023

  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 tried to schedule an appointment due to having some health concerns today and was billed twice for a membership, and then when I scheduled the appointment it would not actually set up a schedule, but billed me anyway. I've been billed $240 for services that I did not receive, when it was supposed to be a $99 membership and a $29 visit.I have no confidence in this business, and the list BBB on the bottom of their website, even though there are requirements for better business badges on websites the link back to the listing. Instead, they just have an image on the bottom of the website. This has me concerned that this is a scam.

  

  Business Response

  Date: 08/03/2023

  We appreciate you taking the time to share this feedback. We take all customer input seriously and encourage you to reach out to us at ************************************** or **************.

• Initial Complaint

  Date:06/26/2023

  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.

  Hi made a appointment on sesame care which Ive been going to for over a year now and never had a problem with them but this particular time they send you a link through text message and you click the link to meet with the doctor when I click the link it was just gone it would just go to the doctor, but the page would crash and I couldnt get in to see the doctor so I tried several times to contact somebody about I left emails and they said they would get back into the 24 hours. No they didnt when I called the one 800 number. The lady hung up in my face over five times didnt even let me get good morning out before she hung up in my face .I tried ******** messaging. They block me on there and they still took my money and I not have no resolution to the problem. I still dont have no blood pressure medicine. This makes five days now and I cant get anyone from the company that or anyone that represents a company to even speak to me , they just block me off the platform and everywhere else. Thats the only place I can go to receive my own blood pressure is the only place I can afford I called and left messages, begging them to call me back. Sent email I just wanted to let them know what happened and all I wanted was to get my prescriptions. I dont even want my money back. I just wanted to get my medicine now I have nowhere to get mine from and I have nothing and instead of trying to help me, they just block me

  

  Business Response

  Date: 06/26/2023

  We appreciate you taking the time to share your thoughts and are sorry to hear your negative feedback. We take all patient input seriously and encourage you to reach out to us at ************************************** or ************** if there is anything we can do.

  Customer Answer

  Date: 06/28/2023

  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 did reach out to that number several times, and the lady that answered the phone hung up in my face before I could even get a good morning out so I called back several other times and left messages. Never got a return call or would not answer or will just hang ** in my face finally hit *67 to find out that they had blocked my number and told me that they could not talk to me because I was red flags, he blocked me on ********* They refused any contact with me and I have the email to prove it. 

   

   

   

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

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

  Customer Answer

  Date: 07/01/2023

  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 how am I supposed to contact them from that number that they left. They had my IP address blocked chat blocked telephone number block ******** blocked and I never receive services. All I was wanting was my medication my blood pressure but Ive had to see him pay for another doctor **** and would just like my money returned. 

   

   

   

   

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

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

  

  Business Response

  Date: 07/05/2023

  We appreciate you taking the time to share this feedback. We take all customer input seriously.

• Initial Complaint

  Date:02/13/2023

  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.

  January 25 **** I attempted to use the service. I was unable to connect with service for consultation. I followed instructions provided. I emailed them for help. I was told that they would refund the service fee. That didn't happen. They said it could take ?(I don't remember how many days they said for refund to be processed) business days. before refund. I was in the hospital and didn't have access to my phone and computer. I sent them an email after seeing that I was charged to my debit card. I attempted to use this service 4 times. 3 of the 4 transactions were refunded. How ever I was assured they would refund all charges since I never talked with anyone so they did not provide the service they promised. Thank you.My contact information *******************

  

  Business Response

  Date: 06/27/2023

  We appreciate you taking the time to share your thoughts and are sorry to hear your negative feedback. We take all patient input seriously and encourage you to reach out to us at ************************************** or ************** if there is anything we can do.

  Customer Answer

  Date: 06/30/2023

  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:

  They said they wouldn't issue a refund even though I never talked to anyone after waiting and paying fee. 

   

   

   

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

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

  

  Business Response

  Date: 07/03/2023

  We appreciate you taking the time to share your thoughts and are sorry to hear your negative feedback. We take all patient input seriously and encourage you to reach out to us at ************************************** or ************** if there is anything we can do.