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:06/26/2024

  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 completed two surveys for Sermo, but there was some kind of glitch upon completing both of them. One after the entire survey told me it was full even though I completed the survey in its entirely. Next, I completed a survey which said I completed for which I have not been compensated. I have attempted to e-mail Sermo over the past weeks with a single response and then a complete lack of communication despite many attempts to reach out.

  Business Response

  Date: 06/26/2024

  Dear **********************,
  

  Thank you for contacting us, and we apologize for the delayed response.
  

  Following an investigation into Study ***** - Naming Study, we have confirmed that you did not complete the study. Your responses placed you within a specific sub-quota that had reached its capacity while you were in the process of answering the study. This occurred after page 5 out of 16, with 31% of the study completed, preventing you from proceeding further. We have added a gesture to your account for the inconvenience. More information can be found in our article: **************************************************************************************.
  

  Regarding Project ***** - Insurance Providers Study, we have confirmed that you completed the study, and the incentive has been added to your Sermo account. We appreciate your time and insights on this study.

  Warm regards,

  Customer Answer

  Date: 06/26/2024

  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:04/01/2024

  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 applied for a Sermo account weeks ago, I even uploaded my personal information including drivers license and my physical address, I have not heard or receive any response. I tried communication via message however, it was unsuccessful even though they said they will be in contact with me in 48 hours. I just want my information to be removed from their platform.

  Business Response

  Date: 04/02/2024

  Hello Dr ******,

  We thank you for your interest in our community!

  First and foremost, we extend our sincere apologies for the delay in responding to your request to join Sermo. Your interest in our platform is greatly appreciated, and we regret any inconvenience caused by our delayed response.
  

  Due to a significantly high volume of registration requests in recent weeks, we experienced some delays in processing and responding to inquiries. However, please rest assured that we have now thoroughly reviewed your registration request and are eager to assist you in joining the Sermo community. To this end, we kindly ask you to check your email inbox for a follow-up message from us, where you will find further instructions to complete your registration process.

  Should you have any further questions or concerns, please do not hesitate to reach out to us directly at **********************************

  Thank you for your understanding and patience.

• Initial Complaint

  Date:01/17/2024

  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 am a member of Sermo healthcare panel. I requested two completed survey payments of $5 and $7 to my current Sermo Mastercard. I received 2 separate emails that each payment was loaded onto my Sermo Mastercard but when I log onto my debit card there is no payment there and 0 balance. When I call the service number on the debit card they state that no payment from Sermo was ever sent and they can not help since the issue is on the Sermo side. I have sent several help requests and tickets directly to Sermo but there has been no response and I can not find a phone number to call.Starting to think that Sermo isnt legitimate and seeking any help in receiving payment

  Business Response

  Date: 01/18/2024

  Dear ****************,
  Thank you for contacting us!
  We want to express our sincere apologies for the inconvenience you've experienced regarding the recent withdrawal of $5 and $7 from your Sermo account.
  Upon investigating the matter, we identified an error in our system that resulted in the funds being deposited into an old card that you reported never receiving. I want to assure you that we have promptly rectified this issue by disabling the outdated card in our system and refunding the amount back to your Sermo balance.
  Regrettably, we also discovered that the current card information we have on file for you has an incorrect expiration date (2023 instead of ****). Our engineering team is actively working on resolving this discrepancy, rest assured, we will notify you immediately once the correction has been made.
  Once again, we apologize for any frustration or inconvenience this may have caused you. We appreciate your patience and understanding as we work to resolve this matter.
  If you have any further questions or concerns, please do not hesitate to reach out to our support team at *********************************** We are here to assist you in any way we can.
  Thank you for being a valued member of Sermo.

• Initial Complaint

  Date:12/08/2023

  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 had to go through re-verification on Sermo. I completed all the steps for re-verification weeks ago. I was supposed to receive an email to finish verification but I have yet to receive anything. I have put in multiple tickets with Sermo Support and I am getting nothing. My account is in re-only mode until the re-verification is complete and I cannot withdraw my funds. This is unacceptable customer service.

  Business Response

  Date: 12/08/2023

  Dear ***********************,
  
  Thank you for reaching out to us. We acknowledge the receipt of your emails and have responded to each of them, outlining the necessary steps for reverification. We kindly request that you submit the requested documents by replying to any of the emails, so that we may proceed with the completion of this process.
  
  Additionally, we would like to draw your attention to the following link, which provides instructions on how to ensure that you do not overlook any of our emails: *****************************************************************************************************.
  
  Should you have any further inquiries or require any assistance, please do not hesitate to contact us at **********************************
  
  Kindly,

  Customer Answer

  Date: 12/08/2023

  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:

   

  I have been getting emails from Sermo as recent as 11/29. Once I started re-verification, the emails stopped.  I am not sure what the issue is here but you are whitelisted.  Can I provide a different email address to send the re-verification email to?

   

   

   

   

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

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

  Business Response

  Date: 12/16/2023

  Dear ******,
  
  Thank you for reaching out to us. We appreciate your response.
  
  We would like to inform you that your account was reverified last Thursday, as per your scheduled videocall with us on that day. On the same day, we sent you an email confirming that the re-verification process had been successfully completed. You should now be able to access your account as usual.
  
  We have not received any further emails from you since then. Could you please confirm if you are still experiencing difficulties accessing your account?
  
  If you are still unable to access your account, please do not hesitate to contact us at *********************************** We will be more than happy to assist you with this matter or any other assistance you may require.
  
  Kind regards,

• Initial Complaint

  Date:11/13/2023

  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 was selected for re-verification on Sermo. I completed all necessary steps for re-verification even though the website says when you sign up that it is a ONE-TIME verification process. I received a response saying that I needed to sign up for a video call to be able to show myself and a form of identification. I replied saying that this is NOT an appropriate request and violates my privacy and I have not received a response. I sent a second support email to Sermo asking for my account to be unlocked and there has been no response. My account with the money that I have earned is stuck in read-only mode.

  Business Response

  Date: 11/13/2023

  Hello Dr ******* - Thank you for contacting us!
  
  All Sermo Members are required to abide by Sermos Terms of Service, Privacy Policy and Code of Conduct. The re-verification process is lawfully implemented to guarantee the security of your account and earnings, the integrity of your data and to allow us to comply with Data Protection Legislation regulations, which demand us to maintain updated records of all our active members, including evidence of their professional credentials and identity.
  
  We would like to assure you that we have received your message sent to *********************************** We have followed up on the re-verification of your account and have successfully completed the process. You should now be able to access your account as usual and make withdrawals.
  
  Kind regards,

  Customer Answer

  Date: 11/14/2023

  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:10/31/2023

  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.

  On 13 Oct 2023, my Sermo account was selected for re-verification. I submitted the requested document (my hospital badge) but did not receive a response. On 16 Oct 2023, I emailed Sermo and received a message from ***********************, who requested my ID and NPI. I submitted these but did not get a response. I followed up with another email on 25 Oct 2023 and am still awaiting a response. My account is in read-only mode and I have over $350 of credit that I need to withdraw. Thanks.

  Business Response

  Date: 11/01/2023

  Dear *********,
  
  Thank you for contacting us.
  
  We would like to apologize for the delay in resolving your case. Regrettably, our system was experiencing technical difficulties that prevented us from making the necessary re-verification calls to complete the process.
  
  We are pleased to inform you that this issue has been resolved and your account has been successfully reverified. As a result, your account is now fully active and you should be able to withdraw your funds using your preferred payment method.
  
  We appreciate your cooperation throughout this process.
  
  Kind regards,

  Customer Answer

  Date: 11/01/2023

  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:10/30/2023

  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.

  Hello,My name is ********************* and I completed a survey with sermo for $20. For payment, it gave the option of PayPal which I selected. The instructions were ambiguous and never requested you to verify your actual PayPal address(which most vendors do). The monies did not go to the appropriate PayPal and I have not received payment . Even after speaking to a man named ****, whom offered no solution, this hasnt been rectified. The email on file is ****************** If payment cannot be resent, please mail the check to **************************************

  Business Response

  Date: 10/30/2023

  Hello ****, Thank you for contacting us!
  
  As advised on our support thread, since you are unable to link the email used in your Sermo account to your existing PayPal account we have requested **************** to cancel the withdraw and reverse the funds back to your Sermo account.  Once this process is complete, we will notify you promptly so that you can proceed with a new withdrawal using an alternative payment method.
  
  Furthermore, we would like to direct your attention to our ************ where you can find detailed information about each of our available payment methods: *******************************************************************************************
  
  If you have any further questions or concerns, please do not hesitate to contact us at ***********************************
  
  Kindly,

  Customer Answer

  Date: 10/30/2023

  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:09/27/2023

  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.

  My online Sermo account has been placed in read-only mode for almost 3 months now. The site says I need to re-verify my account but when I click on the link the page does not reload. Therefore, I have not been able to access my account to withdraw funds that had been earned through online surveys. I have a balance of $3522.00. I have submitted four tickets for help through the website followed by two additional requests for help at *********************************** To date I have not received a response or even acknowledgement of my request for help. These latter two requests were sent on August 24 and September 17.My desired resolution is immediate payment to me of the amount above and restoration of my account to full activity. If the latter is not possible, then full payment of the balance due will suffice. Thank you in advance for your assistance with this matter. Sincerely, *************************** **

  Business Response

  Date: 09/28/2023

  Hello ******,

  I understand your concerns and frustration regarding the reverification of your Sermo account, and I sincerely apologize for any inconvenience you've experienced in trying to regain access to your account. We value your membership and are committed to resolving this issue promptly. Firstly, I want to assure you that we have indeed received and responded to your previous emails regarding this matter. It seems there might be an issue with the email communication or delivery that is preventing you from receiving our responses. This link contain more information on how to make sure you do not miss any email communication from us: **********************************************************************************************************.

  Regarding your accounts reverification we are committed to resolving this matter promptly and ensuring you regain access to your Sermo account. I have sent you an email from my personal account with the instructions on how to complete the reverification process, feel free to reply there or on our support channel at ***********************************

  Your feedback is essential to us, and we appreciate your formal complaint as it helps us improve our services. We genuinely appreciate your patience and understanding in this matter.
  

  Kindly,

  Customer Answer

  Date: 10/04/2023

  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:

     I received a prompt response from the business and my account has been restored!  Thank you so much for your assistance.  I would like to request a few more days before closing my complaint because I have requested payment which is still pending.  Thank you. 

   

   

   

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

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

  Customer Answer

  Date: 10/12/2023

  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:07/24/2023

  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.

  I have completed surveys with the company and earned $152 honorarium that cannot be collected because of I can no long log into my account. I tried resetting the password, but that failed to resolve the issue either. I emailed Sermo support about this and received a reply from *********************, who said I need to send her a copy of my government issued ID for verification. I promptly emailed her the required document and received no response since then. I waited for days before following up with *********************, still no response. I also filled out an online request form regarding this matter. No response either. This makes me suspect either they ignored my request to avoid payment and/or this ********************* requested my sensitive personal document for non-work related purpose. In either case, this kind of behavior is unprofessional, unethical, and even illegal if my personal information is used in any way my awareness or permission. Please follow up on this matter. I'm very disappointed by this company.

  Business Response

  Date: 07/24/2023

  Hello *********, your account required re verification in deed, unfortunately our specialist ******** who was in charge of the reverification is no longer with us but we have now completed this process and a reset password email has been sent so you can access to your account and make a  withdraw. Please note you can rest assure our support channel is a safe communication channel for the exchange of your personal information. Our tools are compliant at the ISO/PCI DSS level, we use cryptography hash functions to protect your information. Your current profile data, signup, and login services are kept/completed through a secure server (HTTPS/SSL). Thank you,

  Customer Answer

  Date: 07/25/2023

  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:07/05/2023

  Type:Billing 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 am a veterinarian and completed several paid surveys for Sermo totalling $150 and have not been paid. I have tried to contact them by the only option of email on several occasions. When then they did respond, they claimed the payments were being processed. Now they locked my account and claim it needs to be verified by a representative who will reach out to me but never did.

  Business Response

  Date: 07/05/2023

  Hello ***** - Your payments were put on hold as your account indeed needed reverification since we detected 3 accounts under your name linked to different email addresses. As we have concluded reverification your accounts have been merged into the one you selected and your Amazon requests are now being processed, you will soon receive an email with your voucher codes. Thank you.

  Customer Answer

  Date: 07/10/2023

  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,
  
  *****************************