Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I decided to enroll with Sunrise on 13 November 2024. The program cost was $9 plus $149 to enroll. In less than a couple hours, I decided to terminate my enrollment, which I was seeking a refund of $149. Nowhere on their website, ******************************, does it say that refunds will not be honored. It wasn't unit I emailed them at *********************************** that they decided to email saying a refund will not be issued. Why wasn't this disclosed on their website telling the public that a refund will not be honored. This business is a weight loss ************** eventually are suppose to review your file to see if ******* or other medications can be prescribed. I did not utilize this service, so why are they keeping my money? No service was rendered, yet they are refusing a refund. They also don't respond to their texts. There is no contact number for their business; therefore the only course of communication is via text or email. They do not respond to emails for up to three days, everything is an automatic & automated system for responses & that's how I was made aware that they don't give refunds & that was after the fact. I cancelled my services with them prior to Sunrise taking my $149 out of my bank. There should be direct contact with them since they claim medical professionals will be involved in our care, yet they don't respond.

  Business response

  11/20/2024

  We are very clear throughout sign-up and again at checkout that these services and medication are non-refundable. I've attached screenshots of where that can be located on our website as well (in the **** on **************************). 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $19 on October 4th, 2024 to start on weight loss medication through sunrise in which I was promised the option to get zepbound or Wegovy medication but after I paid the $19 I was then told due to GLP-1 medication shortage I could get the compound version which uses the same active ingredient used in the medication I wanted but instead of telling me that before I paid I was told after I paid, I did not want the compound version or the other medication which was another medications in tablet form. I want a refund because I wasn't told before hand that I had only those options.

  Business response

  10/17/2024

  Our ads say you may be eligible for a branded GLP1, depending on insurance coverage and all of our offerings are listed on our website. We also have our refund/cancelation policy in our FAQs on our website as well as throughout the sign-up/checkout process. The subscription fees are non-refundable and treatment is determined by your eligibility.

  Best,
  Summer

  Customer response

  10/17/2024

   
  Complaint: 22428642
  
  I am rejecting this response because: As I was told in your message I could qualify for GLP-1 medication if insurance covers it but I was not asked for my insurance information I was given the option to receive compound *********** or the tablets automatically without even verification of said coverage, I was promised GLP-1 Prescription and received other options not described prior before paying the membership, Only after I paid the membership I was given two options which were none I wanted and insurance was not asked of me so how was the decision made without my insurance?  
  
  Sincerely,
  
  **** ****** ******

  Business response

  10/22/2024

  You have the option to choose insurance covered medications at sign-up and would have been asked for your insurance information if you chose that option. I'm very sorry if that process was confusing at all. If you'd like to provide your insurance information, we'd be happy to add that and pursue insurance coverage.

   

  Customer response

  10/23/2024

  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.
  
  Sincerely,
  
  **** ****** ******

• Initial Complaint

  06/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I inquired on 5/27/24 about weight loss medication. I completed a questionnaire and subscribed that same day and the following day a provider messaged me through their message portal. She stated that I was a candidate and proceeded to send the prescription to the pharmacy of my choice. Which didnt have the medication. I selected another pharmacy. I needed a prior authorization on 5/30/24 and received it the following day. Ive tried to email the provider on 6/1/24 and she stated on 6/3/24 that she cannot help me with anything besides an illness and that I needed to contact customer support. Ive tried to email support 3 different times and have not had a response. The chat option on their website does not work. The text option doesnt repo s either. There isnt a telephone number to call.

  Business response

  06/22/2024

  We are very sorry for any inconvenience. This is Summer, head of support at Sunrise and I've reviewed the account with us. All messages have been replied to and the customer is currently receiving refills.

  Customer response

  06/22/2024

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me cargaron a mi tarjeta y nunca he recibido nada *

  Business response

  05/01/2024

  We attempted to contact ***** 3 times, as her provider needed some additional information to proceed with treatment. ***** disputed her charges are her funds were returned. At this point, it will be up to her financial institution to appropriate funds, as we've taken all action on our part. Also to note, ***** never requested a cancelation of the subscription that was agreed to, so the charges are automatic without a request to cancel. Thanks!

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I signed up for this program to get the drug Wegovy for weight loss. Everything was going great until there is a nationwide shortage on this medication and all these companies are advertising constantly and saying it's so easy to get when every pharmacy in ********, **** and my specialized medication pharmacy I get my HIV meds through do not have these drugs that sunrise or prescribing. I think that it is false advertising and they should be stopped especially when they are you over $150/month to monitor you and you don't even have the medication they prescribed you to monitor.

  Business response

  03/05/2024

  ************ has not been charged $150, his subscription has been canceled and all of his requests in to our support team have been handled promptly. 

  Customer response

  03/06/2024

   
  Complaint: 21386223
  
  I am rejecting this response because: it's like a fraud business 

  I did not pay the money but they would have charged me for the money when I never even started the medication they seem to

  be advertising freely. So these people that sign up are getting gauged for money and the services are not getting rendered. Maybe they need to STOP advertising these medications and charging well over $150 a month for no help whatsoever.  Charging people with no monitoring or the perks of this so called "membership" when me nor most of the US can't even obtain the medications. 
  

  it's just a scam. 

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

  Business response

  03/19/2024

  We make our pricing very clear on our website, throughout the sign up process and again before we process your payment. Individuals can cancel their subscription anytime. 

  Sunrise is a legitimate service that has worked with thousands of patients to access weight loss treatment. We are LegitScript certified and all of our affiliated doctors are licensed in the states in which they practice.  Our experienced insurance advocates will work with you every step of the way to determine what medications are covered under your plan and help you and your provider find an affordable and effective option.
  
  Sunrise charges a subscription fee for our service which includes access to online medical consultations, insurance advocacy, and other plan benefits. If appropriate, at your appointment a licensed physician will write you a prescription as part of your personalized treatment plan. If you have insurance that covers the cost of your medication, your co-pay could be as low as $25 if you use a savings card. If we are unable to achieve insurance coverage or savings card discounts on your behalf and you don't want to pay for medication out of pocket, we will cancel your subscription immediately. 

  Customer response

  03/19/2024

   
  Complaint: 21386223
  
  I am rejecting this response because:  I i'm not arguing with everything that you said I'm not arguing with that. The fact is is that the medication that you prescribed and a lot of people are getting that same prescription the drug is not available to get so therefore you charge the fee for all your physician consults and labs etc but what are you monitoring? If you don't have the medication you can't get the medication that's my whole issue because why do people have to pay a monthly subscription for the drug when they don't even have the drug because it's on a shortage across then US. I asked if I will start accruing the monthly fee when I am able to obtain the prescribed medication and was told I'd be billed every 4 weeks, but myself along with many other people are not able to get the drug therefore I would be basically paying for a service when I would in fact NOT be receiving said service because how can you monitor a patient taking a medication when they have not even started the medication .....that's my argument I'm not arguing with anything that you said in your response. The thing of it is is that why charge people if you're not doing the service that you're paying for because you don't even have the drug.  If you shipped the medication directly to the patient the day they sign up then that's a different story. Who knows when myself or anyone will be able to get the med that was prescribed.  People will end up paying for no rendered services.  And that is not right in my eyes! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charge my account ****** 5 times. They were only supposed to charge it ****** 1 time. They do not respond to any emails. And the phone number they did provide is disconnected. I want all my money back. They are theives.

  Business response

  02/16/2024

  We do not have any record of this individual in our system but would be happy to discuss options with them if they reach out to us at **********************************. 
  
  We would need the following information to locate the patient:
  Full name on account
  DOB
  Billing address
  Last 4 digits of credit card on file

   

  Thank you!

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 3rd I signed up to see if I would be approved for a specific weight loss medication for $9.00 fee/ membership. I received a email stating I was approved for a medication that i was allergic to and they charged my card for $199 without my authorization . Immediately emailed them the same day stated I did not authorize this charge and the prescription was wrong. I was told by this business, that I could not receive a refund because they submitted the order with the Pharmacy and it has been shipped. However they never provided a shipping tracking number and the email sent says shipping will occur a week after payment, which means they have time to cancel shipping. I told them it was wrong prescription and I did not authorize the charge, they have not responded. I have not received anything for the $199 charged. This business is misleading. They say the consult with a provider is $9.00 , only to get your credit card information to charge you more money without your approval. Claiming they can charge automatically because this was selected during sign up.

  Business response

  02/16/2024

  Patient was given a courtesy refund a couple of weeks ago - screenshot attached. We communicate our pricing and pricing cadence multiple times through sign up of our subscription program. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to Sunrise for weight loss, they immediately charged me a $9.00 monthly fee plus $39.00 for the prescription, that has supposedly shipped and sent me a "tracking " number that according to **** is an invalid tracking number and the package has been stuck in ********** ************ center since Friday December 15th! I habe requested a full refund with no response as of yet!

  Business response

  12/27/2023

  Hi *****,

  Thank you for taking the time to send us your honest feedback, and I want to sincerely apologize for the trouble you experienced with your tracking. I see from your email history with Sunrise that this issue was naturally resolved and you did receive your medication. I'm so glad to hear that you're now on treatment.

  If you happen to have any other issues, please feel free to email us anytime at ********************************** and we'll be glad to help. We're here to support you throughout *********************.

  Thank you again for letting us know of your issue. We're so happy that it has been resolved.

  Be well,
  *******
  Sunrise Patient Support

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I noticed an unauthorized charge of $149 on my Apple Pay account at 1 am October 27, 2023 from Sunrise. I realized this at 8 am and promptly contacted Sunrise to cancel my account and request a refund for the unauthorized charge. However, my refund request was repeatedly ignored by their customer support. They acknowledged the account cancellation via email but completely disregarded my formal refund request. To make matters worse, they marked these issues as "solved" even though I hadn't spoken to anyone, apart from receiving an email from an employee named ********, as shown in the attached document. Unfortunately, there's no contact number available, and I've been unable to find a way to discuss the refund, even though I requested it on the same day the funds were withdrawn. According to their website, I'm *********** an immediate refund as Apple Pay should be a one-time charge at the beginning of the membership, while membership fees are supposed to be charged via the debit card on file. Despite having a debit card on file, they bypassed it and deducted funds from my Apple Pay account, making this an unauthorized charge. I've repeatedly asked for my money back, but this company is completely ignoring my requests.

  Business response

  10/26/2023

  Dear ****************,

  I hope this message finds you well. We sincerely apologize for any confusion and frustration you have experienced in relation to the charge on your Apple Pay account. We understand how important it is to address your concerns promptly and effectively.

  Firstly, we acknowledge your email dated 10/26 at 7:21am regarding the unauthorized charge, and we're truly sorry that our team member did not address your full request in the initial response. Thank you for following up to rectify the issue. Within two hours of receiving your initial email, we did send an email confirming the cancellation of your account and acknowledging that the refund process had been initiated. However, we understand that you may not have received this communication, and we regret any oversight on our part in not addressing your concerns more effectively. I have attached a screenshot to this response for reference.

  As our agent confirmed this morning, the $149 charge was refunded this morning. It can take several days for the refund to appear on your bank statement, but in the meantime I've attached a screenshot from our payment processor as confirmation of the action taken on our end.

  Once again, I apologize for the inconvenience you've faced, and we appreciate your patience. If you have any additional questions or concerns in the meantime, please do not hesitate to contact us at ********************************** or by replying to this message.

  Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.

  ***********;
  Sunrise Patient Support Team

  Customer response

  10/27/2023

  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

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around June 2023, I investigated the possibility of using Sunrise. I had started filling out my personal information but never completed the process. At no point did I ever receive any products, interact with any MD's, or anything else from Sunrise. On 6/1/23, I received an email from them stating "We've noticed that you were close to embarking on your weight loss journey with our Science-backed Weight Loss program, but something held you back. We just wanted to remind you that now is the perfect time to start making a positive change in your life!" So clearly, something DID hold me back and I never completed the process. I didn't realize they had already begun deducting money from my account that day. I just recently realized that this company has taken $794 from my account! The *********** was on 6/1/23 for $49, then $149 on 6/29/23, $149 on 7/27/23, $149 on 8/24/23, $149 on 9/21/23, and finally $149 on 10/19/23. I was never alerted, never received any kind of invoice or receipt, and had no idea these charges were occurring. I submitted the same information that I've listed here directly to them, with the only response being "confirming membership will conclude at the end of your current billing cycle..." That is inappropriate and unacceptable. I am asking for a FULL refund for the $794.00 Sunrise wrongfully took without verification that I was actually interested in membership (see email from 6/1/23), failing to submit invoices or receipts for money they were taking out of my account which would have alerted me sooner. Seems like misleading, shady business practice, and I can see via other complaints that I am not the only person they've done this to. I have attached the 6/1/23 email along with proof that they took this money out of my account. Thank you for your time and assistance.

  Business response

  11/02/2023

  Dear ***********,
  
  I hope this letter finds you in good health. We acknowledge and apologize for the inconvenience you have experienced with our service, and we appreciate your patience as we work to address your concerns. I wanted to provide you with an update regarding your situation and explain the steps we have taken to resolve it.

  I understand that you were contacted by one of our supervisors on October 25th, who discussed the situation with you and processed a full refund for all the charges you mentioned. You should have also received refund receipts in your email. We value your feedback and have made every effort to rectify the issue promptly.
  I would like to address the specific issues you raised in your BBB complaint:
  

  Unauthorized Charges: We sincerely apologize for any confusion and inconvenience caused by the charges to your account. It appears there was a breakdown in our process, and your information was not passed along to a physician for review, which is a crucial step in our membership process. Previously, this task was manual, and it seems that it did not happen for your case. We deeply regret this oversight and have taken steps to enhance our internal procedures to prevent such incidents from recurring.

  Lack of Communication: We understand your frustration regarding the lack of communication and the absence of invoices or receipts for the charges. This oversight is unacceptable, and we have made the necessary improvements to ensure our members receive clear and timely communication regarding their account activity.

  Refund Request: We have addressed this by refunding the entire amount, as mentioned earlier. Our aim is to provide a transparent and satisfactory resolution to your concerns.
  

  Please be assured that we take your feedback seriously, and we are committed to improving our services to prevent such issues in the future. We genuinely value your business and want to regain your trust in our company.

  If you have any further questions or require additional assistance, please do not hesitate to contact us directly at *********************************** We are here to support you.

  Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we worked to resolve it. Your feedback helps us become better at what we do, and we look forward to serving our patients better in the future.
  

  Sincerely,
  ******
  Head of Patient Experience
  Sunrise
  
  
  

  
  

*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. ↩