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:11/30/2022

  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.

  Firstly, there is no way to update any of your personal information without them literally canceling your account, refunding your monthly fee, you opening an all-new account, and having to literally start all over to get set up. I was told it was due to HIPPA laws. If HIPPA allows me to add all that information to my own medical account then how in the world does HIPPA have anything to do with not allowing me to change or update that information? The big issue partially stems from that. 11/29/22 I had a scheduled and paid for mental health appointment at 5:45 pm. I logged into my account early to check all my connections and the appointment was just gone. Not there, no record of it and no explanation as to where it went. The money is still out of my account though. This was a mental health appointment, my first one with Sesame. You can add whatever email and phone number you want to when you schedule an appointment (but you can't update your own account because of HIPPA they say lol), yet nobody seems to be able to use that email address and they obviously do not know how to use a phone. Again, this was a mental health appointment, pretty freaking important, and this is how it went. I tried REPEATEDLY to contact customer service and the doctor directly and nobody would answer any phone calls, emails, or messages I sent on their site, and never was connected with an agent on their site like they said was going to happen. I was FINALLY able to reach someone by phone miraculously to be told, sorry there is no explanation as to why the appointment was canceled, but it has been refunded and sorry your information can't be updated due to HIPPA laws (but she read my incorrect email address right off to me) and sorry nobody has answered you and sorry we're busy and sorry... sorry... sorry... If this is how they are "taking care" of people with serious mental health issues then it sounds like they don't need to be "taking care" of people with serious mental health issues.

  

  Business Response

  Date: 12/01/2022

  We are sorry to hear about your negative experience! Unfortunately, some visit reasons may require more time than a 15-minute visit, so you were advised to book a longer visit. In this case, we can confirm that you were notified of your visit cancellation using the information on record prior to the appointment start time. As an email was sent to the address on file, which was entered incorrectly upon checkout, you did not receive this. We do apologize for the inconvenience.
  
  Sesame patient health information and privacy is our number one priority. At this time, account holders cannot change the email address associated with their account or an existing booking due to Sesame policy. However, patients can input a different email address at checkout. 
  
  Sesame Customer Support is available Monday through Friday from 9am to 7pm EST and Saturday through Sunday from 9am to 6pm EST. We can see in our system that each outreach was handled within six business hours. We would be happy to help you book the appropriate service with the same or a different provider if needed. Please reach out to us at ********************** or ************** with any additional questions or concerns.Tell us why here...

• Initial Complaint

  Date:10/17/2022

  Type:Order 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 visited their site to find a doctor for an appointment. I paid for the servcie. I now see that they keep on charging me a subscription fee which I have no idea why they put me under mothsly subscription. I only visted their site to find a doctor. I checked my credit card recently and they charged me $7 per month for the past 8 months. I called customer service and discussed the issue with the representative. She said she will refund the past 3 months subscription and already initiated the refund. But she said she is not going to refund the whole subscription payment. I am asking for a full refund as this is an authorized charge by the business of any customer who visited their site, trusted the business and handed over the credit card details.

  

  Business Response

  Date: 10/21/2022

  We are sorry to hear about your negative experience! Sesame is not able to automatically enroll patients in Sesame Plus memberships - this is something a patient would need to manually do. We do see that this was done at checkout, as a discount was applied to your purchase. Please reach out to us at [email protected] or ************** with any additional questions or concerns.

  Customer Answer

  Date: 10/21/2022

  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 need a refund of all the payments made and I did not get a refund. They refunded only 3 months payment.

   

   

   

   

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

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

  Customer Answer

  Date: 10/31/2022

  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]

   

   It is not a good business ethics to charge money monthly without giving services. The customer might not know you indulge him into a monthy subscription which is usually obscure in the website and the terms and conditions are not usually given much attention by the customer. You should mention that clearly when you get clients into membership. I deserve a full refund

   

   

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

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

  

  Business Response

  Date: 11/03/2022

  - Sesame does not automatically enroll patients into monthly memberships and this is not a part of our business practice. We require patients to select to opt-in at check out to officially enroll in any membership.
  
  - A visit was completed on Sesame which means the membership was utilized.
  
  - Sesame cancels memberships as soon as a patient requests it. This notice was the first cancellation request.
   
  - As a one-time courtesy, we have refunded seven out of the eight months of membership charges. Sesame is unable to refund the month where the membership discount was utilized.
  

  Customer Answer

  Date: 11/07/2022

  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:08/25/2022

  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 booked an online appointment with Sesame Care for a video-call with provider *********************, NP. The provider came on the video-call at 4:04 PM however, the appointment was scheduled for 4:30 PM. My video and microphone were not set up and the provider could not hear or see me and so she disconnected. She did not phone me as Sesame Care promises in the event of trouble with the video-call. Nor did she try the video-call again at the actual appointment time. Her phone number was provided in an email appt. confirmation but apparently was for an unrelated provider organization and went straight to voicemail. I also emailed Sesame Care and received an automated reply. I phoned customer service but they left for the day, which is poor since appointments run later. So I did not receive the consultation for which my credit card was charged.

  Customer Answer

  Date: 08/25/2022

  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.

  The business said it would refund the charge.
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/10/2022

  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 was a horrible experience! Please I beg if you do not fall for the scam. I paid for an office visit and the premium package. When the PA got on the call she was beyond unprofessional. The call didnt last but 3 mins and I was told it would be malpractice if she called in any thyroid medications for me. They are obviously not trained very well. I have all my lab work showing I have ******* ******* I just need the medication and my pcp closed practice. I filed a complaint and they said oh well here is a discount for your next appt instead of refunding me. I had no service this is very unprofessional. I am a nurse for over 20 years and have never seen such nonsense. I am reporting them to the medical board and the better business bureau

  

  Business Response

  Date: 08/10/2022

  We are sorry to hear about your negative experience! Our policy states that providers are able to prescribe a wide range of medications if they deem it appropriate after performing an assessment. Therefore, an appointment resulting in a prescription is not guaranteed upon purchase.

  Customer Answer

  Date: 08/10/2022

  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]

   Per their policy an assessment, but like I stated many times there was no assessment done on me. No questions about my history nothing! I was told within less than a minute that she cant help me. I understand medications are not a guarantee, but you would think before telling patient they are trying to make you do malpractice find out a little history of the patients etc! Dont just jump to conclusions. She was VERY unprofessional and rude. I work with doctors everyday for over 25 years and I have never seen such unprofessionalism from a medical personnel. I am asking for a refund of like 20$ I think is what I paid thats it!     

   

   

   

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

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

  

  Business Response

  Date: 08/19/2022

  We do again apologize that you were not satisfied with the outcome of your visit and completely understand your frustrations and concerns. Our Customer Support team uses visit notes in addition to appointment logs to confirm if an assessment was completed.