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Business Profile

Weight Loss

Sunrise

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Weight Loss.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    was charged 149.00 after i sent a email last month stating that i wanted to cancel the service. then thought okay that was done. Then low and behold beginning of march was charged the 149.00. then get told in a email saying that it is not refundable i am sorry but that is excusable. I never received a product or service from them.

  • Initial Complaint

    Date:02/25/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Responded to an advertisment that was misleading. It say I could get my expensive Monjouro medication for only $9. I clicked to check it out. Agreed to the original $9 charge. Turns out they do not supply the medication, they are an online doctor service that would only write the prescription and do "weight loss management" online. I responded to several text messages they sent me on the same day that I did not want the service. No Response. On Feb 11th I found the customer service #. No answer- they do not offer telephone support. The recorded message directed me to email customer support- which I did. I was sent cancel instructions and followed them. Then ten days later I receive a charge for $149! I wronte customer service again, and tried the cancel method again. They are saying they did not cancel me until 2/21/25 and refuse to refund me. I tried several cancel methods previously and they did not cancel me.

    Customer Answer

    Date: 03/18/2025

    Sunrise has contacted me and agreed to a refund after receiving the complaint from BBB. 

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Answered
    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 decided to enroll with Sunrise on 13 November 2024. The program cost was $9 plus $149 to enroll. In less than a couple hours, I decided to terminate my enrollment, which I was seeking a refund of $149. Nowhere on their website, ******************************, does it say that refunds will not be honored. It wasn't unit I emailed them at *********************************** that they decided to email saying a refund will not be issued. Why wasn't this disclosed on their website telling the public that a refund will not be honored. This business is a weight loss ************** eventually are suppose to review your file to see if ******* or other medications can be prescribed. I did not utilize this service, so why are they keeping my money? No service was rendered, yet they are refusing a refund. They also don't respond to their texts. There is no contact number for their business; therefore the only course of communication is via text or email. They do not respond to emails for up to three days, everything is an automatic & automated system for responses & that's how I was made aware that they don't give refunds & that was after the fact. I cancelled my services with them prior to Sunrise taking my $149 out of my bank. There should be direct contact with them since they claim medical professionals will be involved in our care, yet they don't respond.

    Business Response

    Date: 11/20/2024

    We are very clear throughout sign-up and again at checkout that these services and medication are non-refundable. I've attached screenshots of where that can be located on our website as well (in the **** on **************************). 

  • Initial Complaint

    Date:10/16/2024

    Type:Product Issues
    Status:
    Resolved
    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 paid $19 on October 4th, 2024 to start on weight loss medication through sunrise in which I was promised the option to get zepbound or Wegovy medication but after I paid the $19 I was then told due to GLP-1 medication shortage I could get the compound version which uses the same active ingredient used in the medication I wanted but instead of telling me that before I paid I was told after I paid, I did not want the compound version or the other medication which was another medications in tablet form. I want a refund because I wasn't told before hand that I had only those options.

    Business Response

    Date: 10/17/2024

    Our ads say you may be eligible for a branded GLP1, depending on insurance coverage and all of our offerings are listed on our website. We also have our refund/cancelation policy in our FAQs on our website as well as throughout the sign-up/checkout process. The subscription fees are non-refundable and treatment is determined by your eligibility.

    Best,
    Summer

    Customer Answer

    Date: 10/17/2024

     
    Complaint: 22428642

    I am rejecting this response because: As I was told in your message I could qualify for GLP-1 medication if insurance covers it but I was not asked for my insurance information I was given the option to receive compound *********** or the tablets automatically without even verification of said coverage, I was promised GLP-1 Prescription and received other options not described prior before paying the membership, Only after I paid the membership I was given two options which were none I wanted and insurance was not asked of me so how was the decision made without my insurance?  

    Sincerely,

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

    Business Response

    Date: 10/22/2024

    You have the option to choose insurance covered medications at sign-up and would have been asked for your insurance information if you chose that option. I'm very sorry if that process was confusing at all. If you'd like to provide your insurance information, we'd be happy to add that and pursue insurance coverage.

     

    Customer Answer

    Date: 10/23/2024

    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.

    Sincerely,

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

  • Initial Complaint

    Date:06/05/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 inquired on 5/27/24 about weight loss medication. I completed a questionnaire and subscribed that same day and the following day a provider messaged me through their message portal. She stated that I was a candidate and proceeded to send the prescription to the pharmacy of my choice. Which didnt have the medication. I selected another pharmacy. I needed a prior authorization on 5/30/24 and received it the following day. Ive tried to email the provider on 6/1/24 and she stated on 6/3/24 that she cannot help me with anything besides an illness and that I needed to contact customer support. Ive tried to email support 3 different times and have not had a response. The chat option on their website does not work. The text option doesnt repo s either. There isnt a telephone number to call.

    Business Response

    Date: 06/22/2024

    We are very sorry for any inconvenience. This is Summer, head of support at Sunrise and I've reviewed the account with us. All messages have been replied to and the customer is currently receiving refills.

    Customer Answer

    Date: 06/22/2024

    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.

    Sincerely,

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

  • Initial Complaint

    Date:04/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Me cargaron a mi tarjeta y nunca he recibido nada *

    Business Response

    Date: 05/01/2024

    We attempted to contact ***** 3 times, as her provider needed some additional information to proceed with treatment. ***** disputed her charges are her funds were returned. At this point, it will be up to her financial institution to appropriate funds, as we've taken all action on our part. Also to note, ***** never requested a cancelation of the subscription that was agreed to, so the charges are automatic without a request to cancel. Thanks!

  • Initial Complaint

    Date:03/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    So I signed up for this program to get the drug Wegovy for weight loss. Everything was going great until there is a nationwide shortage on this medication and all these companies are advertising constantly and saying it's so easy to get when every pharmacy in ********, **** and my specialized medication pharmacy I get my HIV meds through do not have these drugs that sunrise or prescribing. I think that it is false advertising and they should be stopped especially when they are you over $150/month to monitor you and you don't even have the medication they prescribed you to monitor.

    Business Response

    Date: 03/05/2024

    ************ has not been charged $150, his subscription has been canceled and all of his requests in to our support team have been handled promptly. 

    Customer Answer

    Date: 03/06/2024

     
    Complaint: 21386223

    I am rejecting this response because: it's like a fraud business 

    I did not pay the money but they would have charged me for the money when I never even started the medication they seem to

    be advertising freely. So these people that sign up are getting gauged for money and the services are not getting rendered. Maybe they need to STOP advertising these medications and charging well over $150 a month for no help whatsoever.  Charging people with no monitoring or the perks of this so called "membership" when me nor most of the US can't even obtain the medications. 

    it's just a scam. 


    Sincerely,

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

    Business Response

    Date: 03/19/2024

    We make our pricing very clear on our website, throughout the sign up process and again before we process your payment. Individuals can cancel their subscription anytime. 

    Sunrise is a legitimate service that has worked with thousands of patients to access weight loss treatment. We are LegitScript certified and all of our affiliated doctors are licensed in the states in which they practice.  Our experienced insurance advocates will work with you every step of the way to determine what medications are covered under your plan and help you and your provider find an affordable and effective option.

    Sunrise charges a subscription fee for our service which includes access to online medical consultations, insurance advocacy, and other plan benefits. If appropriate, at your appointment a licensed physician will write you a prescription as part of your personalized treatment plan. If you have insurance that covers the cost of your medication, your co-pay could be as low as $25 if you use a savings card. If we are unable to achieve insurance coverage or savings card discounts on your behalf and you don't want to pay for medication out of pocket, we will cancel your subscription immediately. 

    Customer Answer

    Date: 03/19/2024

     
    Complaint: 21386223

    I am rejecting this response because:  I i'm not arguing with everything that you said I'm not arguing with that. The fact is is that the medication that you prescribed and a lot of people are getting that same prescription the drug is not available to get so therefore you charge the fee for all your physician consults and labs etc but what are you monitoring? If you don't have the medication you can't get the medication that's my whole issue because why do people have to pay a monthly subscription for the drug when they don't even have the drug because it's on a shortage across then US. I asked if I will start accruing the monthly fee when I am able to obtain the prescribed medication and was told I'd be billed every 4 weeks, but myself along with many other people are not able to get the drug therefore I would be basically paying for a service when I would in fact NOT be receiving said service because how can you monitor a patient taking a medication when they have not even started the medication .....that's my argument I'm not arguing with anything that you said in your response. The thing of it is is that why charge people if you're not doing the service that you're paying for because you don't even have the drug.  If you shipped the medication directly to the patient the day they sign up then that's a different story. Who knows when myself or anyone will be able to get the med that was prescribed.  People will end up paying for no rendered services.  And that is not right in my eyes! 

    Sincerely,

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

  • Initial Complaint

    Date:02/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They charge my account ****** 5 times. They were only supposed to charge it ****** 1 time. They do not respond to any emails. And the phone number they did provide is disconnected. I want all my money back. They are theives.

    Business Response

    Date: 02/16/2024

    We do not have any record of this individual in our system but would be happy to discuss options with them if they reach out to us at **********************************. 

    We would need the following information to locate the patient:
    Full name on account
    DOB
    Billing address
    Last 4 digits of credit card on file

     

    Thank you!

     

  • Initial Complaint

    Date:02/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Feb 3rd I signed up to see if I would be approved for a specific weight loss medication for $9.00 fee/ membership. I received a email stating I was approved for a medication that i was allergic to and they charged my card for $199 without my authorization . Immediately emailed them the same day stated I did not authorize this charge and the prescription was wrong. I was told by this business, that I could not receive a refund because they submitted the order with the Pharmacy and it has been shipped. However they never provided a shipping tracking number and the email sent says shipping will occur a week after payment, which means they have time to cancel shipping. I told them it was wrong prescription and I did not authorize the charge, they have not responded. I have not received anything for the $199 charged. This business is misleading. They say the consult with a provider is $9.00 , only to get your credit card information to charge you more money without your approval. Claiming they can charge automatically because this was selected during sign up.

    Business Response

    Date: 02/16/2024

    Patient was given a courtesy refund a couple of weeks ago - screenshot attached. We communicate our pricing and pricing cadence multiple times through sign up of our subscription program. 

  • Initial Complaint

    Date:12/20/2023

    Type:Billing Issues
    Status:
    Answered
    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 subscribed to Sunrise for weight loss, they immediately charged me a $9.00 monthly fee plus $39.00 for the prescription, that has supposedly shipped and sent me a "tracking " number that according to **** is an invalid tracking number and the package has been stuck in ********** ************ center since Friday December 15th! I habe requested a full refund with no response as of yet!

    Business Response

    Date: 12/27/2023

    Hi *****,

    Thank you for taking the time to send us your honest feedback, and I want to sincerely apologize for the trouble you experienced with your tracking. I see from your email history with Sunrise that this issue was naturally resolved and you did receive your medication. I'm so glad to hear that you're now on treatment.

    If you happen to have any other issues, please feel free to email us anytime at ********************************** and we'll be glad to help. We're here to support you throughout *********************.

    Thank you again for letting us know of your issue. We're so happy that it has been resolved.

    Be well,
    *******
    Sunrise Patient Support

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