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:08/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  There are two payment options: $30 per group or $60 per month for unlimited groups. I became a member of Sesh on 9/19/22 at the unlimited group price and continued to pay the monthly membership fee for unlimited sessions until 6/9/23. On that date, I paid $500 for 12 months of membership to their online services: "unlimited access to Sesh sessions facilitated by board-certified and licensed therapists."On 8/4/23, their app and website said all the group sessions were full, and I was not able to register for any of them. The membership fee includes unlimited groups, but you have to register for each group individually. There had only been 1 group that had been full before in the whole time I was a member. I emailed the customer support team that I had communicated with a lot during my membership on 8/4/23, 8/5/23, and 8/14/23. I emailed the director and another email address for them on 8/5/23, sent a message to their ******** page, and posted a comment. On 8/5/23, I found a phone number for an employee I had corresponded with about product development, and she said that the company had been purchased by another company on 8/1/23, but that they would continue providing services and would send out an email to all the members soon. I received no responses or communication from any employee of Sesh by any means after 8/5/23. On 8/14/23, I found a phone number for Sesh on an invoice and left a voice message and another email with the following calculation of how much of a refund I should be receiving.I paid $500 / 12 months of service = $41.67 per month. $41.67 x 2 full months [June 19 & July 19] = $83.34 [I owed Sesh for services provided till July 19th.]Sesh stopped providing service on Aug 4. July 20 to Aug. 4 = 15 days [out of 31 days till Aug. 19] = **** of a monthly billing period.**** x $41.67 = $20.00 [I owed Sesh for services provided till Aug. 19th.]$83.34 + $20 = $103.00 [I owed Sesh total.]$500 - $103 = $397.00 [Sesh owes me.]