Complaints
Customer Complaints Summary
- 83 total complaints in the last 3 years.
- 52 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/27/2025
Type: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 paid $69.00 for a televisit from an ********************* at 2:00. NO ONE EVER CALLED
Business Response
Date: 04/30/2025
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 will be reaching out to you soon to assist.Initial Complaint
Date:03/31/2025
Type: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.
Sesame is an online healthcare provider that utilizes a "subscription" model for the provision of its healthcare services, which, as in my case, can include getting you in touch with a doctor that can prescribe various types of medications. I created an account on the site and paid the $89 fee in February so that one of their affiliated doctors could virtually meet with me and prescribe medication. I take no issues with that charge, or the services rendered in connection with that original meeting.However, in the course of my treatment, and after consulting with my local-based general practitioner, I decided to have my local doctor begin treating and prescribing my condition. I then received an email that said my "subscription" had been renewed. Upon receiving that email, I visited the website, initiated a chat session with Sesame customer service, and messaged the treating physician that I would not be receiving any subsequent treatment and that it would instead be handled by my local doctor. I promptly requested a refund since no additional services were rendered. When visiting the very convoluted site (which is by design), I could not find any place to cancel my "subscription", and, in fact, my "Membership" said I was in the "FREE" tier (picture included). Sesame has summarily rejected my refund request even though they never rendered any further medical care and I informed them that I would be receiving treatment from my local general practitioner. As a provider of medical services, a company cannot operate in this manner and charge patients for services never rendered. I would like my $89 payment refunded immediately.Business Response
Date: 04/09/2025
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 will be reaching out to you soon to assist.Customer Answer
Date: 04/16/2025
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:The bottom line here is that you charged me for medical services that were never rendered, in addition to deliberately making your website confusing to navigate to actually cancel the purported "subscription". In addition the subscription is for the provision of medical services--which, in my case were charged but never rendered. I will only accept refund of the money that you owe me.
Sincerely,
**** *******
Business Response
Date: 05/05/2025
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 will be reaching out to you soon to assist.Initial Complaint
Date:03/06/2025
Type: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 February 11, 2025, I paid a one time fee on the sesame website to see a doctor to obtain a mental health prescription. I paid $75 total and did not sign up for any subscription, subsequent visits, renewals, or anything of that sort. On march 6, 2025 I found on my credit card statement that sesame had charged my credit card without my consent for $79 and had emailed me a receipt for $75 for a prescription renewal. The last the doctor had told me he wanted me to make another appointment with him and then discuss how the medication was working, if there any side effects, and if the dosage needed to be increased or decreased. I had yet to make that appointment when sesame charged me for a prescription renewal without my knowledge or consent. This seems grossly irresponsible of sesame, not only to charge me without my consent or authorization, but to renew a prescription without even talking to me about if the medication was having any side effects, if the medication was working, and if my dosage needed to be adjusted. I called customer service and they said they were unable to refund me for the illicit and unauthorized charge.Business Response
Date: 03/07/2025
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 will be reaching out to you soon to assist.Customer Answer
Date: 03/12/2025
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 only refunded me $13.50, not the $79 they charged without authorization. I told them they did not give me a full refund, and they said that is all theyre willing to refund me (attached).
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Customer Answer
Date: 04/06/2025
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 want my refundI never signed up for their subscription service, I never made the appointment they charged me for, I never authorized them to charge my card.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Customer Answer
Date: 04/11/2025
I told sesame they only refunded me $13.50 of the $79 they charged me without my permission, and they said $13.50 is all they were willing to refund me (see attachment).Initial Complaint
Date:03/05/2025
Type: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 paid for an evaluation with dermatology nurse practitioner. We had the evaluation and a medication was prescribed. The provider sent the wrong formulation of the medication (cost over $800). I reached out multiple times to have this corrected (correct formulation is $20). I had no response. I reached out to customer service who told me theres nothing to do and suggested another (paid) visit.Business Response
Date: 03/05/2025
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 will be reaching out to you soon to assist.Initial Complaint
Date:02/18/2025
Type: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.
This subscription service feels like a scam. They constantly give patients the run around and arent helpful or clear in anything. I signed up for this service being told I would have access to care in my area specifically labs at a lower cost. Once I started using the service and got a lab request from my doctor, all of a sudden labs arent available in my area and I have to pay out of pocket for them. I was told by the company several times that I would be reimbursed for the labs but then a supervisor reached out to me after me being given the run around to tell me that I wont be reimbursed. They are completely deceitful.Business Response
Date: 02/19/2025
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 will be reaching out to you soon to assist.Customer Answer
Date: 02/28/2025
The business has failed to refund me despite deceiving me which is why Im not satisfied with their response.Business Response
Date: 03/07/2025
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 will be reaching out to you soon to assist.Initial Complaint
Date:01/31/2025
Type: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.
Today I was had an virtual appointment with the provider through sesame care. I have been calling them for few times that to reach out to the provider since my prescription is not currently available. They only have one option at the pharmacy and I try to reach out to them to change the prescription to what they currently have. Didnt reply me until 30 mins later, after I sent an email saying that I need a refund, they almost immediately issue the new prescription but STILL wrong mg that the pharmacy currently has. I demand a refund because my situation get worse due to their insufficiency, incompetence, and delay. I have already find another provider since they wont respond until I ask for a refund. My situation is just getting worse cuz I have to deal with calls with the customer care who isnt really helping.Business Response
Date: 02/06/2025
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 will be reaching out to you soon to assist.Initial Complaint
Date:01/07/2025
Type: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.
Sesame does not provide an option to cancel memberships through their website. According to their FAQ, customers must cancel their membership by either calling their customer service line or emailing support@**************************** have attempted to contact their customer service multiple times during business hours, yet each time, I receive an automated message instructing me to call back during business hourseven though I have been calling between 10 AM and 1 PM Eastern Standard Time. Additionally, I sent an email on December 31, five days before my scheduled auto-renewal, explicitly requesting to cancel my membership. Despite this, I never received a response from Sesames customer service, and my credit card was still charged for an additional three months of service.Upon reviewing customer feedback, it appears that I am not the only one who has experienced this issue. The lack of customer support and failure to follow up with customers is unacceptable.Business Response
Date: 01/10/2025
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 will be reaching out to you soon to assist.Customer Answer
Date: 01/10/2025
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:This is the standard response they're using with every complaint logged with BBB.
Despite multiple requests from customers to cancel services, the company continues to charge them, ignoring their cancellation requests and failing to provide any response.
Many customers, myself included, have followed the proper steps to cancel, only to find that our memberships remain active and our accounts continue to be charged. Reaching out via phone? Impossible. Emails? Ignored. Callbacks? Nonexistent. Its as if the company has set up a system designed to make canceling as difficult as possible while continuing to collect payments unjustly.
This type of predatory behavior is not just frustratingits unethical. How can this company have an A+ rating?
Business Response
Date: 01/21/2025
We cannot verify or address patient concerns on public forums; however, we take all customer feedback seriously. Our records indicate that our team has resolved this issue for you. If you have further questions, please dont hesitate to contact Sesame Support. Our customer support team is available 7 days a week, from 9 AM to 6 PM EST. You can reach us via chat at **************, email at *************************************** or phone at **************.Customer Answer
Date: 01/22/2025
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 and the matter has been resolved.
Sincerely,
***** **********
Initial Complaint
Date:01/03/2025
Type: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 paid Sesame to see a doctor and the doctor never showed. I still havent heard from Sesame about this.Business Response
Date: 01/08/2025
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 will be reaching out to you soon to assist.Customer Answer
Date: 01/09/2025
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 need to publicly acknowledge the issue and pledge to ensure it never happens to someone else again. The way theyve been handling this tells me they do not care. That cannot be ignored.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Business Response
Date: 01/10/2025
Hello,
We track and trend all instances of opportunities for improvement. When it comes to specific patient complaints, we address relevant to the specific details present for the given scenario. We are dedicated to continuously improving our product and services and are pleased to have been able to refund you in full for this less than satisfactory experience.
Customer Answer
Date: 01/13/2025
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:
When a provider fails to attend a scheduled appointment, there are serious consequencesespecially when it involves health concerns. This level of responsibility should be a priority for any business in the healthcare industry.
The response provided by the business regarding this critical issue, which is central to their service, has been deeply disappointing. A refund alone does not address the core problem. The premise of the business is to offer convenient access to healthcare providers. When providers fail to show up, it undermines trust and raises questions about the reliability and safety of the service.
I strongly urge the business to demonstrate that they are taking this matter seriously and implementing measures to ensure this does not happen again.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Initial Complaint
Date:12/10/2024
Type: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 had learned about Sesame Care through ****** and had created an account months ago. This morning I tried to make an appointment for the weight loss program. I answered the questionnaire and the last page was supposed to be a list of providers. No providers were listed so I couldn't choose one. I called customer service for support. The matter was then escalated. The new *** said that she could make the appointment for me. She then relayed different/higher pricing to what was on the website; she said the prices changed. I asked what is the rest of the process - she started on the questionnaire which I had filled out online. I started to give her the responses quickly - she then asked if I would give her my credentials (including my password) so that she could login into my account to complete the process. I declined. I said that this is a bait and switch because the price displayed ($179 per quarter) is not being honored.Business Response
Date: 12/27/2024
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. However, we will be reaching out to you to help resolve this matter.Initial Complaint
Date:11/14/2024
Type: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.
Booked two visits back to back. First provider was a no show. Second provider was a no show. Both times customer service told me they would call me back but never did. Provider doesnt respond to messages. This company hasnt refunded my money. They stole from me. This is not a good company. Find another online provider or prepare to pay money and not see a provider. I do not recommend.Business Response
Date: 11/16/2024
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.
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