Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Company dies not respond. Just a automated response. I worked hard for a measly $200. And now they locked me out and are not paying me. Extremely bad customer service and a rip off

  Customer response

  01/30/2025

  
  
  Better Business Bureau:
  
  

   

  Hi. Problem has been solved.

  
  Regards,
  
  **** *********

• Initial Complaint

  01/28/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On December 19,2024 I requested that my incentive points with SAGO be used towards a Virtual Visa Card of $20.00 I saw that SAGO had placed my Virtual Visa in processing status on December 19,2024. SAGO flashed a quick sign stating that the Virtual Visa Card would be processed within 20 business days. If I excluded every possible holiday state or federal, and every weekend, between December 19,2024 and Jan 23,2025 SAGO would still be late issuing my Virtual Visa Incentive. I emailed SAGO through the help center Jan 23, 2025 about the late incentive. SAGO emailed me an automated ticket message, that's all. No other response. 5 days later on Jan 27,2025 I issued a 2nd notice to SAGO through their help center. I received an automated ticket, no other response. SAGO has a repeated history with me, of not issuing my incentives on time, and not replying to my requests. I would like for SAGO to email me my Virtual Visa Reward Card today. It's almost February 2025 the end of this week. The processing of a Virtual Visa Card should not take from December 2024 until February 2025.

  Customer response

  01/29/2025

  
  
  Better Business Bureau:
  
  

  I am writing to let you know that SAGO FOCUS GROUP contacted me by email 01/27/2025 at 1:37pm and stated that they would be issuing the $20.00 Virtual Visa Card. The Virtual Visa Card was issued to me by email 1/29/2025. Thank You For Your help and support in this matter. Proof of Documents attach PDF :( 2)
  
  Regards,
  ***** ********** 

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I redeemed 2200 points for a $22 virtual **** **** on December 22, 2024. I have not yet received it as of today, January 23, 2025. I would like to know when I can expect to have my virtual gift card that I ordered over a month ago.

  Business response

  01/24/2025

  According to our records , your redemption is now showing as processed and claimed . Should you have any inquiries ,please do not hesitate to reach out to our support team at ********************

  Customer response

  01/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ****

• Initial Complaint

  01/19/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was supposed to receive a $30 gift card for **** on 1/15/24 at the latest. This includes taking into account several business days knocked off for the holiday. I was also expecting a $20 gift card for **** on 1/18/24. That is a total of $50. I am tired of filing complaints with you about this company but they do not respond to direct emails. The only way I have been able to receive a payout from them is to file a complaint with the BBB. This company is actually getting worse in its payout times, not better. I feel like it takes at least 2 months to receive payout when they are promising to get it to me in 20 business days. The requests for the $30 were made on 12/13/224 and the request for the $20 was made on 12/21/24. I calculated 20 business days, taking into account Christmas Days and New Years Day as holidays. Please contact them for a resolution so I can obtain my $50 from them. Thank you.

  Business response

  01/20/2025

  According to our records, the issue has been resolved as your redemptions are showing as processed. Your redemption emails must have come from *****************************************************. Please review the emails carefully in order to activate your rewards. Once your redemptions have been activated or claimed, they are ready for use.  Should you have any inquiries,please do not hesitate to reach out to our support team at **************************************************

• Initial Complaint

  01/15/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I participated in and completed a research study on November 14th, 2024 @ 11 AM via Zoom and was never paid nor updated on the process of the study. After a month, I reached out to the project manager, Idelis Llenas, with no response. Additionally, I made sure to contact the help desk, yet with no resolution nor update on the process of the study. Now, it has been 2 months and I have not been paid for the hours of well-thought and diligent work that was contributed to their research study. Their FAQ states that if payment isn't processed within 3 weeks to reach out to the help desk. It has been 8 weeks. This becomes a breach of agreement. This also is uncompensated labor and extends to exploitation of a disabled individual. Extremely unethical.

  Business response

  01/17/2025

  Our records indicate you have been in contact with a member of our support team. We would request you to check with our support team for the most recent update as they did share details pertaining to your concern directly with you. 

  Customer response

  01/20/2025

  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.
   

• Initial Complaint

  01/09/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Payment not received for my *********** has been 8 weeks since completion, and Sago has not even acknowledged my payment, let alone actually paying it.They do not answer their phone, they do not return voicemails, and they do not respond to emails, so their help desk and phone numbers are useless.When they do acknowledge a payment, it then takes another month or more to actually receive it.I have been waiting for almost 2 months. And if I received an acknowledgment today, I will still have another month or more to wait to be paid, so three months to get paid? Ridiculous. What a horrible company.

  Business response

  01/13/2025

  According to our records , all your redemption requests are showing as processed and claimed. Should you have any inquiries, please do reach out to our support team at ************************************************* and please share the original survey invite for the missing payment being referred to as per our records your last reach out was on November 12th 2024 which was addressed on the same date.

  Customer response

  01/13/2025

  
  Complaint: 22791409
  
  I am rejecting this response because:

  You paid for only 1 of 2 sessions.

  I have emailed both the help desk and the recruiter multiple times. I have also left multiple voicemails.

  If you took the time to listen to my messages, or read my email messages, you would see that I am owed for 2 sessions, not 1.

  I was scheduled for Emergency Care UIG24801626 on November 6th. 

  On November 5th you cancelled the session and told me both by phone and by email that I would be paid even though it was cancelled.

  A few days later you asked if I wanted to participate in the same study, for the same compensation of $125 on November 14th.
  

  I accepted and I did participate in the study.

  Again, if you listened to my voicemail message, you would have heard my explanation.

  And if you read my emails, you would have seen my explanation - and the copy from the email messages you sent to me showing both payments were due.

  You are unreachable. Your recruiters do not answer phones or emails. Your helpdesk does not respond to any communication.

  Even if I was wrong - which I am not - there is no excuse for your horrible lack of response to every form of communication.

  If you check my email messages, you will see these copies of Your messages confirming that I am entitled to 2 payments.

   

  From November 5th email

  
  *****:
  
  We regret to inform you that your upcoming event has been cancelled.  Details about this event are found below.  Please discard any email, fax or calls you have previously received regarding this event. In addition to this email, we have called your primary contact number to let you know this information as well.  If and when the study is rescheduled, we will be in touch with you to reschedule your interview.
  Within the next one to two weeks, you will receive an email from **************************************************************************************************** confirming the incentive amount that has been added to your Focus Group Wallet.

   

  Confirmation of rescheduled focus group for November 14th
  Hello *****:
  
  
  Details of the Event are below. Please verify the information and feel free to contact us with any questions.
  Please check to verify that the time zone displayed below is correct for your location. If it is not, use the drop-down to select your correct time zone and to get the correct time for your interview. You may need to adjust the time zone on your computer to prevent this from occurring again.
  
  Event Info: UIG24801626 - Emergency Care
  Date: Thursday, November 14, 2024
  Time: 9:00 AM (EST)
  
  Your Time:    -- Select your timezone to view your local time --
  Event Duration: 60 - Webcam
  Honorarium: $125.00
  Payment: Focus Group Wallet

   

  As you can see, there should be 2 payments.

  So please take care of this ASAP and do not continue with the lack of communication. It is ridiculous to make participants go through so much trouble just to receive what we are owed. 

  
  
  Regards,
  
  ***** ***

  Business response

  01/22/2025

  Our records indicate you have recently been in contact with a member of our support team. We kindly ask for your patience as they look into your inquiries and encourage you to check with our support team for the most recent update. 

  Customer response

  01/22/2025

  
  Complaint: 22791409
  
  I am rejecting this response because:

   

  As I keep repeating, and you keep ignoring, I was received only 1 of 2 payments owed to me.

  I have sent you copies of your email's multiple times.

  You cancelled one session but told me that I would be paid for it even though it was cancelled.

  You then asked me to attend another session for the same study and told me that I would be paid for it too.

  I did attend the second session, and therefore I am owed for that attendance.

  Again, I have sent you copies of your email confirming both payments are due.

  I also spoke on the phone with the recruiter who assured me that I would receive 2 payments.

  At this point I should be charging you for all the time I've spent sending messages, leaving voicemails and finally contacting the BBB.

  All of the ignored messages and run around is ridiculous. You want members to be reliable and on time, but you treat us horribly.

  I don't know what else I can say. I have provided you with the history and the documentation supporting my complaint in multiple emails and on the BBB site.

  It's time for you to act like an honorable and professional business.

  
  Regards,
  
  ***** ***

  Business response

  01/29/2025

  Our records indicate that our support team has reached out to you since January 22nd requesting additional information to be able to further assist on your concern. Kindly share the requested information on the email from ************************************************* and we encourage you to check with our support team for the most recent update. 

  Customer response

  01/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ***

• Initial Complaint

  01/09/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Did a study over 2 months ago. Never received payment. Payment states processing since 12/9. Well over 20 business days processing. No response from the company.

  Business response

  01/10/2025

  According to our records, the issue has been resolved as your redemption is showing processed and address verification completed. Please allow an additional 7 -10 business days for the card to arrive via regular mail. The card will be sent from “Reward Center”, so kindly keep an eye out for it. Should you have any inquiries, please do not hesitate to reach out to our support team at ********************
  

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did a study over 2 months ago and still waiting for payment. No one responds to emails at this company. Very unprofessional I’m not paying people in a timely manner.

  Business response

  01/10/2025

  According to our records, the issue has been resolved as your redemptions are reflecting as processed and claimed. Should you have any inquiries, please do not hesitate to reach out to our support team directly at ******************** 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I participated in a benefits study on 11/13/24. Incentive was added to my wallet on 11/22/24. I redemed my points on 11/22/24. Showed processing for a bit and then changed over to "Paid", however it has not been recieved. When I reached out the reward center on 12/18 I was asked for the original email. I sent that. On 1/6/25 I asked for an update with tracking info on the card. I was told "If it has been over 20 days to contract Sago". I replied that it has been over the 20 days and there also called Sago at number provided and left a message with no reply. When I responded to reward center of such, they replied today 1/8, that "Sago has not provided us with yoru reward information yet, please contact them for further assistance". This is getting beyond crazy to track at this point with too many hands in the pot and one hand not knowing what the other is doing. The lack of customer service is beyond frusturating and as a long time subscriber to Sago/Focus Point, I know how well it used to run before Sago took over.

  Business response

  01/13/2025

  According to our records , your redemption is now showing as processed, claimed and activated . Should you have any inquiries ,please do not hesitate to reach out to our support team at **************************************************

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I did a focus group with this company months ago. I have reached out several times about the payment I was supposed to receive for participating and I have received no response any multiple emails and calls.

  Business response

  01/10/2025

  Our records show you were incentivized, and you have placed a redemption request on December 15th which is being processed as per the agreed processing timelines. If you do not receive it within the timeframe, please reach out to our support team for assistance at ********************

  Customer response

  01/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ******* *****

*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. ↩