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:05/30/2023

  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.

  Completed a research study with honorarium promised. No payment made despite several email attempts. VERY POOR CUSTOMER Service. ******************** has said for weeks they are processing my payment to my PayPal account, which they have paid into successfully before. No payment has been mode for 3 surveys. I have reached out to customer service multiple times which responses that they have sent my complaint to the appropriate department. They say someone will get back to me shortly. No one gets back to me and weeks later still processing and no payment into my PayPal. Very frustrating, super unprofessional. They took my time and did not compensate as agreed. Do not do their surveys!

  Customer Answer

  Date: 05/31/2023

  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:05/10/2023

  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.

  Completed a research study with honorarium promised. No payment made despite several email attempts. VERY POOR CUSTOMER Service

  Business Response

  Date: 05/11/2023

  Hello ***********,
  

  We apologize for any inconvenience you experienced when completing this study. We understand that receiving the incentive for your participation is an important aspect of your experience on our platform, and we regret that this did not happen as expected.

  We have investigated and it seems the incentive was not automatically added to your account due to a technical issue, we assure you that we take such matters seriously and are working to prevent similar issues from occurring in the future.
  

  We can confirm that the incentive has been manually added to your account on May 8th. We apologize for the delay in our response and the time it took to confirm this information.
  

  We appreciate your patience and understanding throughout this process. We value your participation and contributions to our platform, and we are committed to providing you with the best possible experience on Sermo.

• Initial Complaint

  Date:05/04/2023

  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 have never experienced such horrible customer service as I have with ********************. First of all, they do "random" account checks to re-verify your account which there seems to be nothing random about them. So I followed the steps and was met by a rude representative. Not only did she have her camera off which was sketchy when she called me, she used a ** number and did not have a ** accent. Seemed super suspicious. Then she was ignoring my emails when she told me my account could not be re-verified. So I reached out, asking about my available balance. I was told I can still cash out the available balance on my account but I have to go through them since they've locked my account. It's been a week, with several emails yet there has been no progress in cashing it out. If my account was active, it would be able to be processed immediately. Last time, it only took 48 hours. I can even list the names of the specific customer service representatives who have been very rude and provided the worst service possible. I have conflicting email responses from the staff telling me my request was sent before or now it is being sent. This is horrible customer service and I want this request resolved immediately. I want the available balance in my account sent to me via paypal immediately as I know it is possible instead of the lies in their emails that my request is being "processed".

  Business Response

  Date: 05/11/2023

  Hello *****,

  Thank you for reaching out to us and expressing your concerns about the reverification process on Sermo. We understand that this can be a frustrating experience, but please be assured that the reverification process is an important step that we take to ensure the security and safety of our community.

  We apologize if any of our representatives were perceived as rude during the process. We strive to provide excellent customer service, and we regret that we did not meet your expectations on this occasion.

  Regarding your account balance - although as we mentioned to you, the reverification requirements were not met and we wont be able to complete this process - we understand that you still had funds in your account that you were unable to withdraw and we were happy to honor your request to obtain the remaining balance of your account and have delivered it to you.

  We are pleased to inform you that your request was processed on May 5th, and the remaining balance was deposited into your PayPal account on the same day. We appreciate your feedback and your patience.

• Initial Complaint

  Date:05/01/2023

  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 tried to collect the money I earned from participating on their surveys, I could not log in, I changed my password and still their system does not let you to log in their payment platform and they do not pay you any money

  Business Response

  Date: 05/11/2023

  Hi *****,

  Sorry to hear about your experience. We received your inquiry to support and on May 2nd we provide you the instructions to reset your password, access to your account and withdraw from your balance. We are glad to hear that the issue has been resolved and that you were able to successfully access your account and withdraw your funds. We apologize for any inconvenience this may have caused you and appreciate your patience while we worked to resolve the issue. We value your membership and are committed to providing you with the best possible experience on our platform.
  Thank you for choosing Sermo as your trusted healthcare community.

• Initial Complaint

  Date:04/24/2023

  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 have completed multiple surveys and one interview with Sermo. Sometimes I get screened out of surveys (wrong specialty m, already reached maximum responses, Etc.). These surveys do not allow the participant to review answers prior to submission. I completed 2 oncology screening surveys - one I completed and the other I was screened out. I didnt think anything of it. I received an email from Sermo asking about my specialty because I took an oncology survey. I explained the situation but have not heard back from Sermo. My account is locked (I have hundreds of dollars waiting to be dispersed) and I also outreached to their help desk via email. I am a bit shocked that my account has been locked and no response.

  Business Response

  Date: 04/28/2023

  Hi ************,

  We apologize for the inconvenience of reverification. It's a necessary process for ** to ensure that we have accurate information for all members. In this case, the reverification was triggered by one of your answers to a survey which was not the same as the information on your profile.

  Our member solutions team has been in touch this week to resolve this issue, but we haven't heard back from you yet. When you're ready to continue reverification or if you haven't received our recent communication, please email us at *********************************** We're here for you.

  Thanks for your continued contributions to the Sermo community.

• Initial Complaint

  Date:03/08/2023

  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.

  The company sent me a **** tax return but I never worked for the company or received any payment. I've tried calling all there listed numbers and emailed them but have not received a response.

  Business Response

  Date: 03/22/2023

  Hi *****,

   

  Thank you for bringing this to our attention and apologies for the confusion. As required by the ** government, ****s are provided to Sermo members who receive above a set amount of honorarium.

  Our **************** team has been in touch with you over the last week to resolve this issue.

  We are available for you at **********************************.

   

  Thanks

• Initial Complaint

  Date:11/28/2022

  Type:Sales and Advertising 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 used to participate in many physician surveys through SERMO. I then became locked out of my account for unknown reasons. I had tried to reach out to their customer service email back when this first happened (there is not even a phone number provided to call), and then again recently. I have not heard anything back from their customer service, which I find professionally unacceptable. Not only did I want to continue participating in surveys, but I had active honoraria in my account that I should be able to view and redeem. I would appreciate assistance in resolving this matter.

  Customer Answer

  Date: 12/05/2022

  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:10/28/2022

  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.

  I am a practicing physician. I was invited to sign up with Sermo several months ago. I created my profile, and login info. I then completed several paid surveys. However, about 2 weeks ago. Sermo locked my account and asked me to proceed with a "re-verification" process. I did send Sermo my ID, medical license and hospital badge. However, ******************** kept asking for more. They asked me to set up a phone call and a video call with them. I spoke to several of my colleagues who have Sermo accounts. None of them had to go through this re-verification process involving phone and video calls. Applying for medical licenses does not even require video call. I felt I may have been discriminated. I also consulted our institution's internet security department, and they adviced me not to send Sermo any more info to avoid internet criminal activities and phishing attacks. I contacted Sermo with my complaints, but no one replied. I want to quit Sermo and cash out the remaining $177 on my account.

  Business Response

  Date: 11/02/2022

  Hi **************,

  The re-verification processes are part of our standard procedure to ensure the safety of your account and the integrity of the community for all members. It's unfortunate that these processes can lead to extra time spent by real physicians like yourself, but they are necessary to exclude bad actors.

  The **************** Team who you were in touch with are legitimate and all member data is protected. Your remaining balance was processed.

  We're disappointed to have you leave the community and you are always welcome back. If there's anything else we can do to help you, feel free to contact us at **********************************.

  Enjoy your day and thanks for all the work you do in improving patients' lives.

• Initial Complaint

  Date:09/29/2022

  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 am a physician who is a member of Sermo and have been filling out surveys and receiving honoraria on the site.Recently I was told to reverify my identity and that my account would be read only and my earnings would be frozen. I attempted to contact *********************************** through ********* teams for two days [4-5 tries], but he never picked up. I called *************************** on 9/28/22 and had my picture ID ready. I showed my driver's license and hospital ID. She asked to call me on a landline phone and I gave her my office number and she called me. I thought I had done everything, but then she said I had to send photos of my ID's via email and she would send me an email to do so. I have not received the email and my account remains frozen. I do think asking for photos of ID's is too much. I have already shown them to your representative. You can ****** my name and you will find a photo of me and my credentials on many websites. I would like my account to be considered re-verified and unfrozen and have access to my honoraria. Thank you

  Business Response

  Date: 10/03/2022

  Hi ******************,

  I'm sorry to hear about your experience. We do have periodic checks to reverify members. This ensures the safety and credibility of all members who you interact with on Sermo. In your case, it seems our emails were not reaching your inbox which prevented you from responding with your ID documents.

  This has been resolved and we received your documents. Thanks for completing this step and being a member of the community. Your account is now active.

  If you face any other issues, you can contact us at **********************************.

  Customer Answer

  Date: 10/05/2022

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