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:03/06/2024

  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.

  I have been paying this company $20 a month since June of 2022. I use this telehealth company since I cannot afford regular health insurance or urgent care visits. This business not only should be investigated but the doctors need to be reported. I feel as though they are scamming patients and stealing money. I am trying to cancel my account and having trouble with that. I get sinus infections every 6 months. The doctor who I spoke to laughed at me, told me to take Tylenol PM and get over it. I told him that doesnt work for me and he replied to go to urgent care. I tried to ask to speak to another doctor and he denied that. I called the company back asking to speak to someone else and I was once again denied this. I feel as though not only have they wasted my time but they have robbed me of $400 that could have been used elsewhere that actually cares about their patients. Im hoping someone here can help me resolve this as its nearly impossible to get help from them as a business. They are stealing and robbing sick people who just want help. Its wrong and something needs to be done about it.

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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 signed up for a free 7 day trial through a third party on 08/10/2023. I had several issues upon beginning the trial. For instance, not being able to login to account, company does not include next billing date nothing at all listed on website to where I can find this information or sent in email when I signed up. Their website does not give any access to a membership account beyond password change and accessing health card. Nothing else is viewable or nowhere to found E.g. Home address, phone number, payment information, scheduled billing dates etc. So I emailed them to cancel free trial on 08/12/2023 due to concerns of lack of access to MY personal information. They replied that since it was a third party free trial a cancellation fee would be charged as outlined in their terms. I was already charged a hold $9.99 for free trial that is now turning miraculously into a cancellation fee. I don't agree with their deceptive hidden terms. If you advertise a free trial it should be just that. And what reputable company hold your personal information hostage. I proceeded with cancelling my trial that I never used and on 08/15/2023 my trial was cancelled and my card was charged $9.99. I would like a refund.

  Business Response

  Date: 09/15/2023

  Hi this is management from Health Sapiens, we will ask customer service to investigate and refund if you were indeed within the trial period. 

   

• Initial Complaint

  Date:07/17/2023

  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.

  Same as all the other complaints about HealthSapiens, LLC. Via their UBURx product they are running a scheme intended to skim charges off customers by making free trials not free through hidden charges and layers of difficulty in cancelation. I signed up for a "free trial" via third party website and immediately went to cancel it as I was only doing so for the points on the third party site, but, low and behold, there's no mechanism for canceling it myself on their website via my account dashboard. There, is in fact, very little info on their website. I had to ****** them to find an actual email option to reach out to HealthSapiens. Still waiting on a response. They've posted a $9.99 charge on my account immediately after I signed up for the "free trial" with 7 days to cancel and intentionally hidden any ability for myself to cancel my own free trial, thereby putting the control in their hands to prey on susceptible individuals. This is the epitome of shady business practice and should be illegal and punishable with prison time.

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Health Sapiens, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Dear Better Business Bureau,I am filing a complaint against ***************** for fraudulent practices and unauthorized charges. They have been billing me $24.95 per month from May 16, 2021, to June 16, 2023, totaling $548.90. Despite their service being labeled as "online therapy", I have never used their services nor created an account. Their website is unfamiliar, and my attempts to reset my password failed as my email is not associated with any account. I have never received any account creation, payment confirmation emails, or any notifications from them at all. I should emphasize that the provided email address is the only one I use, and I have never received any emails from ***************** confirming any initial or recurring payments. This discovery came to light during a financial audit, and I am outraged that they have taken $550 from me.Numerous similar complaints reveal that customers are charged after a free trial expires without their consent or any communication from the company. However, I have never signed up for a free trial or engaged with *****************. This unauthorized deduction is a significant financial loss.I request your immediate assistance in rectifying this matter. I urge ***************** to cease their unfair charges and refund the full amount of $550. I trust the Better Business Bureau will thoroughly investigate this issue and take appropriate action against these deceptive business practices.Enclosed are supporting documents. I eagerly anticipate a prompt and satisfactory resolution. Thank you for your attention to this urgent concern.

  Business Response

  Date: 06/19/2023

  Dear *****, so sorry to hear about your experience. We will investigate this matter thoroughly and we will get back to you/ adjust your balance as per our terms and conditions. 

  thank you for your patience and understanding.

  HealthSapiens Customer Service

  Customer Answer

  Date: 06/23/2023

  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:

  They offered to close my account, and then they offered to "waive" the account cancellation fee, which is $50. They will not refund any fraudulent charges. They said they don't have technical ability to do so, which is a lie. If there is no account creation on my part, then how would I be beholden to any terms and conditions that they are referencing?

  To be clear: I never created an account with this company, nor did I ever have access to manage my account with this company. I had no access to a profile to manage my account, nor did I ever receive any communications from them about an account creation or any billing.
  
  They fact that have an account cancellation fee is predatory.
  
  The entire practice is shady and predatory. I want all the money back that they secretly charged me over the past 2 years for no services provided and no account that was ever created or managed by myself. I will accept nothing less. That is strictly fair.

   

   

   

   

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

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

  Business Response

  Date: 07/05/2023

  Dear *****, We will escalate your request to our executive team. Thank you for your patience. 

  HealthSapiens Customer care

  Customer Answer

  Date: 07/11/2023

  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:

  Rejecting this because there is still not yet a resolution. The company said on July 6th that my case was escalated to their executive team. This is still unresolved while I wait to hear back.

   

   

   

   

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

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

• Initial Complaint

  Date:06/06/2023

  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 signed up for a free trial, via a third party website, and after reading further into what I'd signed up for, I emailed the company to cancel my account. They promptly explained that their Terms of Service (which I agreed to) said they would charge me $10 for canceling the free trial, if "If the customers sign up for our service as a result of a survey or marketing scheme to win a reward that is not related to our service and call ** to cancel their account during the free trial, HealthSapiens reserves the right to charge a cancellation handling fee of $10."Because this is a very sneaky terms of service, and because I am being held by hidden legal agreements, it is only fair to honor the exact words of the Terms I've agreed to. That being said, I did not "call ** to cancel their account during the free trial". I have not made a single call to this company, at any point. I have emailed, but never called. This makes that sentence void, and therefore there is no agreement to charge me $10 for a cancellation here.

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  The business has contacted me separately, in reference to complaint ID ********, and refunded me in accordance with my desired resolution. They have not changed their ToS and someone else is likely to experience this same issue, but I will consider my issue resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2023

  Type:Billing 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 signed up for Healthsapiens free 7 day trial through Cointiply Survey Website. Within 60 minutes of signing up for the free7 day trial Healthsapiens CHARGED my bank account for $75.00. I never even clicked on the activation Email, never activated the account and was only 1 hour into my 7 day free trail. When they took my money. This is a completely unacceptable theft and nothing more.

  Business Response

  Date: 05/31/2023

  Dear *****, I hope this email finds you well. I recently received your message regarding your experience with Healthsapiens and the unexpected charge on your bank account. I understand your frustration and I want to assure you that we take your concerns seriously.
  Firstly, I apologize for any confusion or inconvenience caused by the charge that appeared on your account. I would like to clarify that the amount you mentioned was not a charge, but rather a temporary hold placed on your account to verify the payment method provided during the registration process. This hold is a common practice in the industry and is intended to ensure that the payment details are valid and the account is active.
  I acknowledge that the timing of this hold may have appeared as if you were charged immediately after signing up for the free trial. However, I assure you that the actual billing period for the trial begins after the 7-day trial period has ended. The hold is released automatically by your bank within a few business days, and the funds are made available back into your account.
  To address your concern about the activation email, I understand that you did not click on it or activate your account before the hold was placed. In this case, please rest assured that since the account was not activated, there will be no charges beyond the trial period. Our system automatically cancels any unactivated accounts, ensuring that you will not be billed for any services you did not intend to use.
  I genuinely apologize for any confusion or frustration this may have caused you. Our aim is to provide a transparent and seamless experience for all our customers. In light of your feedback, we will review our communication processes to ensure that the trial terms and conditions are clearly stated and any holds are more explicitly explained.
  If you have any further questions or concerns, please do not hesitate to reach out to me directly at [your contact information]. I appreciate your understanding and look forward to resolving this matter to your satisfaction.
  Thank you for bringing this to our attention, and I hope we can restore your confidence in Healthsapiens.

• Initial Complaint

  Date:03/20/2023

  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.

  Tried out a free trial for HealthSapiens, was charged **** because I could not cancel on website. Emailed them to cancel and receive a refund, but said they will charge me ***** to cancel. They didn't even have the right dates for when I signed up for a free trial.

  Business Response

  Date: 03/30/2023

  Hello ******, so sorry for the inconvenience. Please accept our apologies. We will get on this immediately. 

  Kindest,

  HealthSapiens Team 

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have received a refund from the company, but not without having to ask and complain multiple times. It seems very wrong for them to charge you for canceling a "free trial" and then refusing to refund you.
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Order 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.

  Health sapien company are taking money from my bank and I m not okay with this, I got 35$ took from you guys and I want to cancel the subscription. It was an accident I made. I didnt mean to subscribe for a membership. Please cancel

  Business Response

  Date: 01/19/2023

  Dear ******, sorry to hear that. We will go ahead and cancel. We just need more information if you could kindly provide us with your email and phone number you used to sign up for our service. 

  thank you! 

  HealthSapiens Team 

• Initial Complaint

  Date:11/21/2022

  Type:Billing 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.

  Similar to other problems I have seen, I was unaware that my "free trial" would charge my card for the health sapiens services immediately after the free trial has been activated, despite the fact that it was "risk free." I would just like to cancel the free trial and also be refunded the money that was charged to my card, without paying a cancellation fee. I hope this problem can be solved. Thank you.

  Business Response

  Date: 11/28/2022

  Dear *****, so sorry to hear about your experience. We will go ahead and cancel your subscription as per your request. Please feel free to reach out to us with any questions you might have. HealthSapiens Team

• Initial Complaint

  Date:08/15/2022

  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 signed up for a 7-day "free trial" of Uburx that I canceled 4 days after starting. Now I am being charged a fee to cancel my subscription to this service. It's hardly a free trial if I'm unable to cancel without paying money. They also ask you to call their customer support number that goes straight to voicemail 24/7 where I have left several messages attempting to cancel.

  Business Response

  Date: 08/15/2022

  Dear ***** so sorry for what happened. Please note that customer satisfaction is of utmost priority for us. Please accept our apologies. We will look at your term of service and will address your concern accordingly. Wishing you a safe journey ahead. 
  HealthSapiens Team

  Customer Answer

  Date: 08/16/2022

  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.

   

  They responded outside of this medium and refunded me for this service after my complaint. This practice should be remedied entirely, but my specific complaint has been reconciled.

   

   

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