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Business Profile

Health and Medical Products

Acelis Connected Health

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 47 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Statement# ******* $55.65 - did ******** get billed secondary I've asked and sent paper updates without resolution.

    Business Response

    Date: 04/23/2025

    Hi, 

    please see below from our Claims Supervisor.

     

    Customer reported ******** as secondary on 1/14/2025 and it was updated to an active plan on 2/4/2025 with an effective date of 7/1/2024. Customer never reported this information before 1/14/2025. Now that this is on file, I have added it to DOS 7/5/2024, 8/2/2024, 8/30/2024, 11/22/2024, 12/20/2024, and 1/17/2025. DOS 3/5/2025 and 4/2/2025 already had it in ***** as the secondary. Refunds are due for DOS 7/5/2024 in the amount of $55.65, DOS 8/2/2024 in the amount of $18.55, DOS 8/30/2024 in the amount of $18.55, and DOS 1/17/2025 in the amount of $68.02. Total Refund due is $160.77. All balances have been written off as Service not covered because the secondary is a Secondary ******** No Bill **** Code. Discussed all details with customer and provided my direct Ext of 7403 for the future.

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 prescribed an Acelis device while I was on active duty. When I left the military, January 28th 2023, my doctor told me I could keep the device but any further supplies needed to use the device would require me to speak to a new doctor or Acelis. I did neither, as I did not need the device. ********************** kept my "service" active even after being notified I was no longer in the military, and instead began to bill me. I have left numerous emails and phone calls with my contact information. I even called the bill payment line, which was the only phone number that was actually answered, but that person couldn't help me. Acelis has now sent this bill to a collection agency.

    Business Response

    Date: 04/04/2025

    Hello,
    I have checked on Mr. ******* questions and concerns and our claims **** has been in contact with him and this looks to be resolved.
    Regards,
    ********

  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 using Acelis home INR monitoring service since 2019. The service requires me to coordinate paperwork/referral between my PCP, my insurance, and Acelis. Once a year when the insurance authorization expires, I have to go thru the painful process of getting prior authorization approved from my insurance, which requires by *** to get a referral first from Acelis. My PCP is very helpful and prompt in getting referral filled out and faxed. The first hurdle is always Acelis claiming they never receive the referral from PCP, despite proof that they have been faxed. Multiple phone calls between myself and ********** and multiple faxes between PCP and acelis until acelis finally said they receive. The second hurdle is insurance authorization. I received copies of the PA number in mail. Acelis claims they never receive fax from the insurance. I have to call the insurance again and ask for the PA form to be refaxed. After which, I have to call Acelis again to confirm and they said nothing received and kept giving me the run around of calling this and that.I proceed to ask to talk to their manager, I was told that she is on vacation, and she does not have an extension for me to leave a message on or an email to explain my concern. There is no one to address customers concerns when one manager goes on vacation. I rely on home INR monitoring of ******** for my mechanical heart valves. Their poor non-existing customer service is putting my ********************** at risk.

    Business Response

    Date: 03/21/2025

    Hello,

     

    We have logged this issue and are actively working it.  We have had contact with the customer and are still in contact with him.

     

    Regards,

    *****

  • Initial Complaint

    Date:02/09/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 keep receiving bills for demonstrating use of INR home monitoring for 7/31/2024. ******** paid $110.08 leaving a balance of $28.08. My secondary insurance, ****************************************, has assured me that they will pay the $28.08 but they need Acelis to submit a claim to them showing what ******** paid. I have called Acelis at least five times - spoke to a supervisor. I was assured this will be resolved on their end. I just received another bill dated 1/28/2025 saying that my account is getting transferred to a collection agency! I am extremely frustrated and angry with the incompetence in the billing department. I have near perfect credit. I could pay the $28 but *** says they will pay it. *** has paid the balance of all Acelis claims since 7/31/24.

  • Initial Complaint

    Date:09/30/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Acelis Connected health has not billed Bluecross Blueshield of ********, the primary insurance provider for ************************** since March 20th 2024. It is impossible to talk to the billing department. I leave messages but no calls are ever returned. There are currently 2 dates of service involved. March 25th, 2024 and May 28th, 2024, I have attached copies of the insurance card to the Acelis online account as well as to this complaint. It is illegal for Acelic to send me bills without first billing both BlueCross ********** of ******** as primary and Humana my secondary insurance. (Both service dates were previously paid by human but since reversed to comply with coordination of benefits with proof arrached) Both Humana claims currently say I owe nothing because they are secondary and know Bluecross Blueshield of Michigan has not been billed. I have verified the Bluecross Blueshield of Michigan will pay Acelis as an in-network provider for code G0249 if they are billed as required by law. Then Humana should pay any balance under WA law.

  • Initial Complaint

    Date:05/20/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    It has been 5 month , Acelis connected health trying to verify insurance information from my insurance company. The reason they can't do it is " they are kept on hold on the provider line " . Well, this is your job to stay and verify it. Even if it takes longer time. I did all the leg work for them I got all the phone numbers they can call, recommendations to call early per insurance. Yet they keep telling me " we can't get through". Yet, I have been to PCP, ENT, did Cts and labs and non of those had hard time verifying insurance. Then the issue is Yours and your customer service who can't per the basic job. You are accountable for the delay I have to perform my bi weekly INR test. I want this msg to reach to the management and track my account for how many calls since January,your team failed to verify insurance.

    Business Response

    Date: 06/12/2024

    Hello,

     

    I want to advise that this BBB Comment ID of ******** was taken care and the customer has been advised.  The date it was resolved with Acelis Connected Health on 5/21/2024.

    We had a change in who was handling the responses back to the BBB and I have just now been shown how to take care of them on the BBB end.

     

    My apologies for the delay but the customer was taken care of within the time frame.

     

    Please advise if there is anything else that is needed.

     

    Regards,

    *********************

    Operations Supervisor

     

    Customer Answer

    Date: 06/12/2024

    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.

    I advise they improve their service so issues like this don't take 5 months to be resolved and escalated to BBB

    Sincerely,

    **********************

  • Initial Complaint

    Date:03/29/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 keep getting a bill from Acelis which I have already paid.Their customer service is just a run around where I get disconnected before even talking to anyone.

    Business Response

    Date: 04/09/2024

    A representative spoke to the customer and advised that the statement went out just before the payment was received, and must have gotten crossed in the mail. Customer was satisfied with the response and provided contact information for the representative. 

  • Initial Complaint

    Date:03/12/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Acelis has been sending messages thru the app telling me that my INR is past due and needs to be taken and reported immediately. I am currently out of lancets and am unable to take my INR. I have contacted my physician and I am going to the labs to have it done instead. I ordered lancets, but the app says it is unable to send due to insurance limits. I have test strips but no lancets. Also it is IMPOSSIBLE to talk to a person when I try to call. If I am being charged for a service, I would like to have that service provided. It also says that I have an order in process. Where is it?

    Business Response

    Date: 03/25/2024

    Because a strip order had recently been sent the app would not allow him to order the lancets as it detected that it was too soon. The customer has been provided with the Operations Supervisor's name and number for any future order issues.

  • Initial Complaint

    Date:02/23/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered new testing supplies through the app 1/17/2024 and the order has been pending ever since. Updated insurance through the app as requested, paid an outstanding bill as requested, and the doctor send in a prescription update as requested. Order is still pending and I can't place another supply order while it is there. Called the customer service number and went through the phone menu 4 times without successfully reaching a real person to talk to. Twice I reached the end of the menu and got "goodbye!" and disconnected. Everything recommends using the app but the app does not solve a stuck pending order.

    Business Response

    Date: 03/05/2024

    A customer service agent has been trying to reach the customer to confirm which insurance type on record is the primary insurance. The team has been working with the customer's clinic to validate the prescription. 

  • Initial Complaint

    Date:02/09/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Neither myself nor my Doctor are able to speak with an actual person, everything is automated. There isnt even an option to email them. This will be the second time I have run out of supplies and cant speak to anyone about my order. I placed my order in plenty of time to get it. However, almost 3 weeks later their app still shows that it is in process.I wish I had never signed up with this company! It was supposed to be easier to test at home, instead it is a nightmare.

    Business Response

    Date: 02/12/2024

    Called customer and have advised her that with the insurance that she has there is an 85 day hold in between shipments.  Her order was released and shipped on 2-9-24.  

    Customer Answer

    Date: 02/13/2024

     
    Complaint: 21270489

    I am rejecting this response because they placed all the responsibility and blame on my Insurance Company.  While I can understand sort of the 85 day wait period (and I will be discussing that with my insurance company) that doesn't explain why you can never reach anyone by phone.  This whole issue could have been resolved with a simple phone call, however you can't reach a real person.  When you call any of their numbers all you get is an automated system.  If they are going to advertise and state that people are standing by to assist with any questions, there needs to be a way to actually reach them.  ***************** has the same trouble reaching an actual person.

    Sincerely,

    *******************

Acelis Connected Health is NOT a BBB Accredited Business.

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