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:05/03/2025

  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.

  I am submitting a formal complaint regarding my recent experience with Wisp involving a consultation for the medication ********. Before paying the $100 fee, I emailed Wisp on April 29, 2025, at 2:00 AM to ask whether a provider could complete a prior authorization (PA) form required by ***************** and whether there would be an extra charge. At 8:07 AM, ********* ****** confirmed in writing that there would be no additional fee for this service.Based on that clear assurance, I proceeded with payment, uploaded my medical documentation (including a sleep study), and completed the intake. Dr. ****** ***** approved the prescription for ********. However, when I asked for the required PA form to be submitted to my insurer, I was told Wisp would not assist and was advised to pay out of pocket.This is unacceptable for several reasons:1.Wisp made a written promise that PA support was included in the consultation ******** a ******** recipient, I cannot pay out of pocket for this medication; PA is the only route to coverage.3.Wisps refusal, after accepting payment under false pretenses, has directly blocked my access to medically necessary care.4.I have made multiple follow-ups and have been dismissed each time without resolution.5.This has caused emotional distress, financial loss, and a delay in essential treatment.I am requesting a full refund of the $100 fee and formal acknowledgment of Wisps failure to provide the promised service.

  Business Response

  Date: 05/09/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 5/3/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding miscommunication around support for a prior authorization and practices and the fact that we are not contracted with the patients insurance company. 
  Wisp researched the complaint and found that a member of the Wisp support team had made an error when assisting the patient regarding assistance with a prior authorization. Another member of the team clarified that Wisp is not contracted with the patients insurance company and explained our pricing coverage, and that we would not be able to assist as previously stated. A refund was processed on 5/4/25 for the error.
  At this time, Wisp has processed the refund that the patient requested.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  Date of transaction: 04/12/2025 Amount paid: $126.65 Prescribing doctor: Dr. ******* *****, MD Order Receipt #2-7493988 Saturday, April 12 2025 **** tracking number: ********************** The business (Wisp) committed to provide me two types of medications to be discretely delivered to my home address in 3-5 business days.The business had delays to the delivery of medication due to the failure of their partner pharmacy to process my order on timeprocessing took over a week. Delivery was not only late, but also sent to the incorrect address. Ive tried reaching the contact support email and website dashboard, but no one has replied to my messages. The business refuses to reimburse me despite their error.I worry that now a stranger out there has my prescription with my personal health information, my name and other personal identifiers.The business has yet to reply in order to try to resolve, either through reimbursement or by resending my medication to the correct address.

  Business Response

  Date: 05/09/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 4/30/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding an error in delivery and a request for a refund due to non-response from the Wisp team to offer a solution.
  Wisp researched the complaint and found that the Wisp team responded to the customer  on 4/30/25 but was unfortunately unable to process the refund as a dispute was already in progress. A replacement order was processed as part of the investigation with our pharmacy partner, but as the replacement order has not yet been received as of 5/9/25, we will follow up with our billing processor to finalize acceptance of the dispute so that the customer can receive her refund.
  At this time, Wisp has accepted the dispute for the initial treatment that the patient requested, and is continuing to monitor the replacement order in progress.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  They wrote me a prescription for a UTI. I filled the perscription and used it as prescribed. I noticed it was ineffective so I reached out to them again to give me another antibiotic. The doctor never replied to my message. I took the complaint to the support email address and they gave me a generic answer and said the doctor would reply. They did not. I messaged again and again. I complained to the support email again and got ghosted. you cant even call their support line. It sends you straight to voicemail. Finish the job or refund me.

  Business Response

  Date: 05/09/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 5/4/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding unresolved treatment issues and a request for a refund after a provider did not respond.
  Wisp researched the complaint and found that a provider responded within 48 hours with an alternative treatment recommendation. The recommendation was at first approved by the patient, and then declined, stating that she would seek treatment elsewhere.
  At this time, Wisp has processed the refund for the initial treatment that the patient requested.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  On 4/22/2025 I placed an order on ******************************* for some UTI medication. I have experienced ***'s in the past and know exactly how one feels. I have also experienced kidney stones in the past which I let them know in my past medical history. I contacted them after another website failed to prescribe the medication due to me accidentally saying I was breastfeeding on the intake form. I have never had a child. I reached out to HelloWisp because they seemed to be reliable. I told them all of my symptoms - the classic UTI symptoms that no one can miss. Their response? I need to see a doctor in person because it may be a kidney stone. I have not had a kidney stone in 5 years and when you have one, you KNOW you are having one. This complaint is against provider Dr. ********* **** who denied me treatment based on past history. I also mentioned that I was having abdominal pain and some mild back pain which is also present in UTI's. I am disgusted by the treatment I experienced. The whole point of this website is to trust that the patients know what they are experiencing, and to provide medication. If I needed more than that, I would have just gone to an in-person doctor. So now, here I am, in pain still because a second website refuses to do their job. I reached out to the doctor again to let them know that this was not a kidney stone, but a UTI and they closed the case saying there was nothing they could do. Please don't pretend to care about patient's pain when you don't.

  Business Response

  Date: 04/30/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 4/23/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding denial of services based on medical history and recommendation for in-person care. 
  Wisp researched the complaint and found that the provider followed clinical protocols recommending an in-person evaluation based on the information conveyed by the patient regarding their symptoms, and their self-shared medical history. The patient received a refund as our clinical team did not render a prescription.
  At this time, Wisp has addressed the customers concerns and sent a follow up message to the patient explaining the reasons for the denial.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  Im writing this review to share my disappointing experience with this companys handling of a simple UTI treatment.I was prescribed a 3-day course of **********, which I immediately questioned. I was told this was based on *** guidelinesthough Ive been unable to find any *** recommendation supporting a 3-day course for this medication when it comes to UTIs. I was also told to reach back out if further treatment was needed.Unfortunately, the 3-day prescription was ineffective. I remained symptomatic and reached back out multiple timesthrough the chat system and then via email, since there is no working phone number. Despite clear communication and even sharing updated test strip results showing the infection was still present, my messages were initially ignored.When I finally received a response via email, I was told the clinical team would follow up. They did not. I followed up again and was then told by customer service that they could not assist me further. Only four days after I initially reached out for continued support did a clinician finally respondwell after my symptoms had worsened and the treatment window had ********* this point, I requested a refund, explaining that I paid for a service that did not resolve the issue and that follow-up support was not provided in a timely or effective manner. I was told that because they delivered the service, no refund would be issuedeven though that service resulted in zero clinical improvement and delays in ******* short, I paid $65 for a prescription that was ineffective, received no meaningful follow-up despite asking for it multiple times, and was told my case was closed. I do not recommend this company based on the lack of clinical responsiveness, the poor customer support, and the refusal to take accountability for failed care.

  Business Response

  Date: 04/30/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 4/14/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding ongoing issues after initial treatment, delayed communication by the Wisp team, and a request for a refund.
  Wisp researched the complaint and found that while communication was ongoing with the user on the ********************** secure messaging platform on 4/7, 4/8, 4/10, 4/11 and 4/13, the clinical team was unable to proceed with additional treatment beyond the initial course without further testing and did not advise as such until 4/10/2025.
  Regarding the request for a refund on 4/13/2025, the customer was initially denied, but as the patient had ongoing symptoms and preferred not to continue with treatment, the refund was authorized on 4/14/2025 and processed same day.
  At this time, Wisp has addressed the customers concerns and processed the refund requested.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 was looking into buying ************* due to heavy periods and went through the proper avenues on 03/26/2025. I was intending to use apple pay as that is an option. When I used the apple pay, I got an error message on my end and from the Wisp website. I was at work at the time, so i ended up closing out of the order and did not attempt to make a payment again. I then started receiving test messages and emails informing me my order is incomplete, I went back to my cart and I was again instructed to make a payment, which I did not attempt at that time or since. As far as I was made aware, the payment did not go through initially on 03/26/2025 due to the face ID. I then saw a charge on my bank account for ***** posted the following day on 03/27/2025. When I tried to see how I was charged, the website is requiring I upload my DL and I do not feel comfortable with that because as far as I know, I never made a purchase.

  Business Response

  Date: 04/08/2025

  Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding difficulties with an initial payment that did not go through properly, and then a charge that was posted after receiving notifications that the order was incomplete due to lack of identity verification.
  Wisp researched the complaint and found confirmation of the authorization hold on the customer's credit card, pending charges while we were waiting for the user to verify identity prior to fulfillment. We have voided the authorization hold on the card, and sent a copy of the refund receipt to the customer in confirmation.

  At this time, Wisp has addressed the customers concerns.
  
  Thank you,
   
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:02/14/2025

  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.

  The website advertises prescription in 24 hours or less. I was on vacation trying to get immediate care- other companies offering the same treatment services refused my request, probably because they knew that the prescription would not go through on time. Communication was slow, unclear. I requested on Saturday, and I last received a text on Monday, which by then I was already headed back home, stating my order was cancelled. My agent asked for my new address but I didn't respond, assuming my order was cancelled, and there was no communication until today about a prescription I needed last week. Their refund request form is a ****** Doc. I respect the hustle but I overall think that this is bad business.

  Business Response

  Date: 02/17/2025

  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 2/14/2025 of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding a delay in service outside of our service level agreement of 24 hours, and a lapse in communication before the service was rendered 4 days later.
  Wisp researched the complaint and found that we were at fault for not responding to the request in a timely manner, and for delays that followed. There was a drop in communication with the customer regarding a four day delay. 
  Regarding the request for a refund, the customer was initially denied, but after further review of the circumstances leading up to the request by the team supervisor, the refund was processed on 2/17/2025.
  At this time, Wisp has addressed the customers concerns and processed the refund requested.
  Thank you,
  
  Wisp
  **********************************************************************
  

  Customer Answer

  Date: 02/17/2025

  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:02/11/2025

  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 been waiting on my prescription for 3 days for a uti everytime I try to talk to someone they say it's in que to be sent to the pharmacy! They are taking people money and not giving the medication they ask u to pick!

  Business Response

  Date: 02/17/2025

  Better Business BureauDate [2/17/2025]
  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt, as of 2/11/2025, of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding not receiving services requested.
  Wisp researched the complaint and found that the Wisp clinical team was in communication with the customer on February 9th and had asked the customer clarifying questions which were not answered until a second message was sent on February 10th. Services were rendered as requested on February 11th, 2025. 
  At this time, Wisp has addressed the customers concerns and confirmed compliance with our clinical procedures. The customer received the services they requested.
  Thank you,
  
  Wisp
  **********************************************************************
  
  

• Initial Complaint

  Date:01/21/2025

  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.

  I suffer from hormonal acne and decided to look for a very specific contraceptive pill called "***". I look up online places where I can purchased that specific pills and came across with hellowisp online site. I saw they have the pills that Im looking for and decided to do business with them. I place an order on Monday, January 13, 2025 for *** contraceptive for 3 months supply. I did cancel my subscription cause I dont wana get tied to it. But today Friday January ******* I received my packaged and it is a wrong brand name. I received Jasmiel which is not the pill I purchased and paid for. The receipt says I am paying for ***, not Jasmiel. Apparently this Jasmiel pill they sent me has alot of negative feedback and I am not going to used it. I contacted the support team and told me they do send generic versions of the said pill which was not clearly communicated with me. When I placed an order it says ***, my receipt says *** pills but I received Jasmiel pill. This is very misleading and a big false advertisment. I dont know if other customers have the same issues but I was just crushed when I received my package. Attached is my receipt and the photo of the item I received

  Business Response

  Date: 01/24/2025

  
  
  Better Business BureauDate 1/24/2025
  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding receiving a different product than the one ordered on the website. 
  Wisp researched the complaint and found that the customer had placed an order for the product as described in the complaint. On our website, this product is named by the brand name with the term Generic. Further edits will be made to our website for better clarification. No message was received by the customer regarding this issue until this dispute was received.
  A full refund was processed for this customer on January 24, 2025.
  At this time, Wisp has addressed the customers concerns and confirmed compliance with our internal policies.
  Thank you,
  
  Wisp
  **********************************************************************
  

  Customer Answer

  Date: 01/25/2025

  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,
  
  ******* Du Jardin

• Initial Complaint

  Date:01/19/2025

  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.

  Transaction date: 1/5/25 Amount paid: $99 Business committed to provide: Tri-******** Dispute and resolution from business: they substituted the medicine I ordered for a different brand called Tri-Estatylla. Their website says things like choose your meds and shop your current birth control. No where on their website, my checkout process, or my video call with the doctor, was I informed that they will substitute what I ordered. I paid $99 for Tri-******** and thats what I expected to receive. After several emails with Wisp, they said while their website allows you to browse medications, their pharmacy ultimately decides what medicine to fill. They said they wont accept a return or issue a refund.

  Business Response

  Date: 01/24/2025

  Better Business BureauDate 1/24/2025
  RE: Complaint ID: ********
  
  Dear ******,
  Wisp **** (Wisp) is in receipt of the Better Business Bureau complaint ID ******** filed by a customer. This complaint is regarding receiving a different product than the one ordered on the website. 
  Wisp researched the complaint and found that the customer had placed an order for the product as described in the complaint. On our website, this product is named by the brand name with the term Generic. Messaging sent to the customer apologized for any misunderstanding and clarified that the prescription written will be for a generic version of the medication, with the exact brand subject to the pharmacys inventory availability. Further edits will be made to our website for better clarification.
  A full refund was processed for this customer on January 19, 2025.
  At this time, Wisp has addressed the customers concerns and confirmed compliance with our internal policies.
  Thank you,
  
  Wisp
  **********************************************************************