ComplaintsforSesame, Inc.

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Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
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.
I booked an appointment with sesame around 430pm for 530pm. As part of the booking process, they said I must enter an address for them to be able to call a prescription in. I called customer service to inquire about the address as my insurance is linked to my Maryland address, but I am traveling due to a move and am in ********. The representative clearly did not know anything about the healthcare system and was unable to assist me satisfactorily, and in fact raised many other concerns such as stating my prescription would not be covered by insurance at all using their service and that their service takes days to deliver a prescription that must be taken within 24 hours. Upon learning more about the service from JD, I asked to please cancel my appointment and refund. He said he would call me back and did not. I got a call from the provider after my appointment started and I told him the story and asked him the same question because of course I would like treatment if they can just answer the simple question. He said he doesn't know anything about calling in prescriptions, and I told him then I would like a refund please, and he said to contact customer service which I already clearly had and who had not communicated or followed up at all. I just want my $50 back and for other buyers to be aware of what they are doing to sick people.
Business response
07/26/2024
Hello,
Thanks for reaching out and I do apologize for your negative experience! We genuinely appreciate this kind of feedback, so thank you for taking the time to articulate it for me. Feedback like this allows us to accumulate data to see how frequently these kinds of issues occur and the impact these issues have on potential and existing patients.
Customer response
07/29/2024
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]
I paid for a service I did not receive, that was not marketed appropriately, and I require a refund for the service I didn't receive.

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

Sincerely,

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

Customer response
08/01/2024
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]

I have called customer service and they said they would not provide a refund because the provider called me and told me he couldn't help. This business is being completely dishonest.

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

Sincerely,

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

Business response
08/07/2024
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They charged me $179 saying I would receive treatment. I got a 4 minute phone call and then it became a money grab for hundreds of dollars in addition to the $179. I never received a single product from them and they would not refund my $179.
Business response
07/18/2024
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Customer response
07/22/2024
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]

Convenient. You have done nothing through me contacting you direct either. The company is a joke and a fraud.

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

Sincerely,

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

Business response
07/23/2024
Hello,
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
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.
Awful!!! Said they'd send my urgent rx immediately and never did and customer service refuses to do anything. I wasted my time and money and still have no medicine. Plus the doctor was rude and didn't listen well, gave horrible medical advice. Absolute scam and dangerous company. Stay away!!!
Business response
07/15/2024
Hello,
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. However, we take all customer input seriously and encourage you to reach out to us again to take a closer look at your case.
Initial Complaint
07/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Signed up for Sesame Weight Loss Program set appointment with provider only to find out she could not practice in **************! Cost of appointment is ****** plus membership *****. I called their customer service only to be told that since i spoke with the doctor i could not get a refund. I only spoke with ************************* for just a minute because she stated that she could not practice in ***************This is of no use for me and I expect a full refund.
Business response
07/12/2024
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Customer response
07/15/2024
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 spoken with them on the phone they are in a foreign country and hard to understand. I have sent emails to this business they did refund my doctor **** of ****** but I would like a refund of ***** membership refunded also. I cannot use the doctor I spoke with because she does not practice in ************** this membership is of no use

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

Sincerely,

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

Business response
07/19/2024
Hello,
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Customer response
07/20/2024
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
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Scam! Not real doctors. They take your money and tell you they can't help you. No refund since a "doctor" took the time to tell you they can't help. Generic chatbot replies. I hope to save at least one person from wasting their money! These people should be ashamed.
Customer response
07/11/2024
*************************
So many reviews say the same thing about this company.
Business response
07/12/2024
Hello,

We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** and we can look further into this for you.
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
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.
Sesame (in connection with ******* advertised a service to obtain Weight Loss medication. You sign up on the Sesame website and then pick a doctor who has a day and time convenient to you. Included in this fee of $195 is "unlimited messaging" with the provider. I picked Dr. ************************ Our initial appt was quick, he was rushed, but he suggested a medication (********) and sent to my pharmacy. Little did I know at that point, ******** is almost impossible to find and after digging deeper, it's also not covered by my insurance *********** BCBS). BCBS suggested Wegovy. This is where my messaging began with ************. The process to get these medications approved and filled requires more than just sending a script to the pharmacy. I am sure ************ was well aware of this, however, he was taking appointments ever 15 minutes (I was checking this every day) and collecting his $195 per patient but doing no follow up. I would message & each time I would have to beg for him to respond, I would call and email Sesame customer service, and eventually he would reply - but always 72 hours + later (when the response should be within 24 hours, per their website. After weeks of going through this exhausting process, I got the medication and just gave up trying to switch providers. 3 weeks ago, I had another question about ******, I messaged Dr on 5/21, surprise, no response. It has now been 2 1/2 weeks and I still can not get a response from him and Sesame is basically telling me they will try to reach him but no guarantees, will not refund my payment and will not switch me to another provider. I am really shocked that ****** has aligned themselves with a company who is providing such careless and unacceptable service. I don't understand how, at this point - now with no response for 3 weeks, they can't see that there is a huge problem here and be jumping on it to get this resolved for me. Also 90% of the time when you call them, recording says they are busy and try again later.
Business response
06/07/2024
Hello,

We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Customer response
06/10/2024
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:

Sesame does not need to release any personal details, this is a "generic" response and another way to avoid providing any type of customer service. They owe me $195 for services not provided that are included in the cost of the program. My provider ONLY responds to me in the messaging app, after days and weeks of me reaching out. Not acceptable. I paid $195 for 3 months of messaging yet my provider does not respond and the last response took 2 1/2 weeks. I want a refund.

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

Sincerely,

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

Customer response
06/12/2024
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:

Using this excuse and "generic" response, rather addressing the issue, must be how they continue providing sub-standard and fraudulent services...

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

Sincerely,

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

Business response
06/18/2024
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
on 5/13/2024 i paid $195 to talk to a doctor who works for sesame about the weightloss drug ozempic. doctor was supposed to have a video conference with me at 1700 central time and i was told to be on the confernce at 1640. i waited ************************************************ after a very brief phone call he said he was going to perscribe me OZEMPIC. we said ozempic multiple times, i asked if there was a generic brand he said no. he said he would send ******* to pharmacy of my choice. Instead he sent WEGOVI to the pharmacy and it costs $1600. I didnt know this drug existed, i do not want this drug.I tried contacting SESAME customer service multiple times, sent emails and I keep getting "AGENT NOT AVAILABLE". I just want a refund for this appointment that was completely pointless.
Business response
05/15/2024
Hello,
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Initial Complaint
05/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I booked an appointment on Sesame website to see a doctor via video visit to have a scuba diving release form Completed. When The doctor arrived, he told me that he could not complete the form and that is something that I had to do in person. No exam was given.I emailed Sesame and asked For a refund. They refused saying that the doctor has seen me an assessment was made. An assessment was not made. The doctor asked no questions about my health. I would like a refund please plus compensation for my time to file this complaint and time emailing back and forth with them. Thank you.
Business response
05/13/2024
Hello,

We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums.
Customer response
05/16/2024
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]

This is not an acceptable response and does not address the complaint.

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

Sincerely,

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

Customer response
07/10/2024
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]
The business, Sesame, obviously refuses to address my issue and is using excuses to dance around the question. Please find them at fault and adjust their rating accordingly. This is unacceptable from a business.

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

Sincerely,

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

Business response
07/12/2024
Hello,

We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ********************** or ###-###-#### if you have not already done so.
Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I joined Sesame Care in January, 2024, and every day since has been a struggle with this company. My medication is currently on backorder so i asked Sesame to send my prescription to a compounding pharmacy. I spoke to the pharmacy, received all the required information needed, and relayed the steps to my provider, AND Sesame Support, AND Sesame pharmacy care. I waited and waited for a response, and when i finally got one they are telling me they cant send my prescription to a reputable pharmacy that actually has my prescription in stock. They have given me every excuse in the book and i am tired of being taken advantage of. How is it that a doctor cannot send a prescription to a pharmacy? Ive never heard of such a thing. They keep blaming it on different things, and every time i call the pharmacy to confirm, but am given completely different answers by the pharmacy. I want my prescription situated and filled, or i want all of my money back.
Business response
05/16/2024
Dear Sir or Madame,
After thorough review, we are unable to locate the complainant, *************************, in any of our client systems. Furthermore, ************ indicates a name for another organization, Sesame Care.Therefore, it appears we are not the correct recipient of this complaint. Given we have no history with ************ we consider this complaint resolved.
*************************
Business response
05/20/2024
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.
Customer response
05/23/2024
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 and the matter has been resolved.
I was able to open it this time, thank you. Although I have already received my reimbursement from this business, I feel their response is apathetic and dismissive, therefore I will never use or advertise this business again.

Thank you,
************
Initial Complaint
04/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Doctor *************************** at Sesame Healthcare filibustered throughout the fifteen-minute telehealth visit. She continued to do this until the visit was over. She never addressed the reason for the visit other than to tell the patient that eating poorly is bad for you. Sesame is not like Plushcare or other telehealth services they do not address in any meaningful way any issues from doctors that fall short of the purpose of the visit. Instead, they say an assessment was made therefore no refund. The assessment was to not eat a lot of sugar and salt. That was not the reason for the visit. The doctor did not address the purpose of the visit in any meaningful manner and then employed specious arguments to avoid the issue. For this reason, a refund is in order. Doctor ******* told us at the end of the visit to set another appointment and she would most likely address our needs. She then literally, deeply rudely disconnected and was gone. It seemed she just wanted more money for another visit. The visit was also telling in the manner in which Sesame treats its customers. ********************** also does not post reviews on their site that are negative. They censor the reviews. If a patient disagrees with the doctor is it reviewed and censored if Sesame so desires. They did not post ours. They appear in all regards to be self-serving, not forthright. If a product or service is not provided a refund is called for. Sesame is not that kind of company. Potential customers should govern themselves accordingly.
Business response
05/10/2024
We appreciate you taking the time to share this feedback. At Sesame, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums. We take all customer input seriously and encourage you to reach out to us at ************************************** or ************** if you have not already done so.

We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums.
Customer response
05/10/2024
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:

Sesame's response to my complaint is transparently disingenuous. Sesame Tele-health responded they cannot answer because of privacy issues. They will not answer it seems because their business model, at least in regard to complaints, is based on poorly fashion deception. I posted my name. There is no personal further information used, attached, needed or required. They cannot even come up with a plausible reason to avoid. A cursory overview on any reputable health complaint site or any reputable forum that reports on health issues shows they post these kinds of complaint s all day long. This is what those sites are set up for, as an path for the public to assess health providers. There is no private exit ramp that justifies their response. They have no feasible deniability. It is telling. Their response is all that is need to show who they are. They made my point with their response. They embarrassed themselves.

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

Sincerely,

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

Business response
05/14/2024
Hello,
We appreciate you taking the time to share this feedback, as we take all customer input seriously. At **********************, safeguarding the privacy and confidentiality of patients is of utmost importance to us. Therefore, we are unable to verify or address patient concerns via public forums.

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