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:04/09/2025

  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 lost my job so I had to get personal insurance because my new jobs insurance wont start till June.i paid 386 I believe they said i would have my card within ************************************************************************************ 96 more dollars and said i would have my cards in 3 to 5 days its been over a week again i still dont have my cards! I have cancer and need to finish my treatment I cant get my prescriptions they cost too much without insurance. I need them to send my ** information if they wont send it to me and authorize my treatment like yesterday so i dont I dont know die??

  Business Response

  Date: 04/10/2025

  Molina has contacted the consumer directly and are unable to share further detail in accordance with HIPAA.  

  Sincerely,
  
  Molina Healthcare of ********** 

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Molina behavioral health has not paid me on an 8 months of services for a client to which I have corrected all of their claims. After following all of their lengthy steps to correct claim, which I have done 2-3 times now for all of the same service dates because they keep getting denied for a new reason, they have now denied the claims due to timely filing. I originally corrected all of the claims with in the timely filing. Every time I try calling, I cannot find a representative that can help me answer any of my questions. The last time I called, they told me I should "consult with my billing team to determine why I had incorrect billing". I am the billing team. They gave me the contact information for one of their representatives that was supposed to be able to help me, but they just keep having me follow all the same steps, to then only have those claims denied again. Each time I resubmit the corrected claims, I have to wait another ***** days to get an answer. I need to be able to pay my employees, and I want to continue to serve these clients, but I can't sustain this any longer. I have also not been able to bill for other clients because they have taken over 60 days to update my roster. After countless emails and phone calls, they added only half of the providers that I asked to add to the roster. I have done everything that they have asked me to do, to either get no response or for them to only partially complete the ****** providers need work, and the clients need services. I am trying to provide a much needed service to clients. I have spent hours upon hours trying to resolve both the claims denial issues and adding providers to the roster with no resolution.

• Initial Complaint

  Date:02/17/2025

  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.

  ID: ********* Subject: Urgent Complaint Regarding Failure to Provide Proper Authorization for Home Healthcare Services To Whom It May Concern,I am writing to formally express my deep frustration and disappointment regarding Molina Healthcares failure to provide my home healthcare agency with the necessary paperwork and authorization for my home health care services. This ongoing negligence has severely impacted my health, well-being, and overall quality of ******* a disabled individual, I rely on my home healthcare provider for essential daily tasks such as bathing, cooking, and maintaining my home. Due to Molina Healthcares failure to process and provide the required documentation, my caregiver has been unable to perform her duties, resulting in significant distress for both of us. My home has become unmanageable, my anxiety has worsened, and my caregiver, who has been tirelessly dedicated to my care, has been left without compensation for weeks. This situation is completely unacceptable.I need immediate answers and resolution regarding the following:1. Why has my home healthcare provider not received the necessary authorization and paperwork?2. When will this issue be resolved so that my caregiver can resume her duties?3. What steps will Molina Healthcare take to ensure this does not happen again?I am requesting an urgent response and resolution to this matter. The continued delay has caused unnecessary suffering and hardship, and I expect Molina Healthcare to take full responsibility for correcting this issue immediately. If this matter is not addressed promptly, I will have no choice but to escalate my complaint to state health agencies, legal counsel, and any other necessary regulatory bodies.Please contact me as soon as possible at to confirm receipt of this complaint and provide a resolution timeline.

  Business Response

  Date: 02/19/2025

  Member Advocate reached out to member ***** verified regarding this issue. Member stated he was having issues with his home health agency FIRST CHOICE IN-*************. Member stated he had been told by the agency they had not received the authorization for his personal attendant services which caused him to miss a couple of days of services. Member stated his attendant was told she possibly would not receive payment for those services. Member stated he had received a copy of the authorization for services in the mail and inquired about when the authorization was faxed to the agency. Member ******** advised member that in order to obtain this information, it would need to be further investigated in a complaint. Member Advocate explained the complaint process to member and member declined to continue with complaint at this time. Member Advocate located approved authorization under Provider: FIRST CHOICE IN-************* and paid claims to Provider: FIRST CHOICE IN-*************. Member Advocate also provided education to member regarding *** attendant payments and explained to member that once Molina releases funds to the agency payment issues to the attendant would have to be addressed by their local **************************. Member understood and still declined any complaint at this time. Member Advocate advised member he can contact this A&G advocate directly at ************ should he decide to file a complaint. Member was grateful for follow up and had no further questions nor concerns at this time. 

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Molina Healthcare rewards clients with gift cards for completion of certain health check *** and procedures. I completed and requested 3 gift cards. They were never received but I receive all other documents. I feel as though fraud is involved because molina refuses to send my gift cards and reviewing online I see it is an ongoing issue that other clients also experience. These gift cards are used to cover sxpenses such as over the counter medical needs such as equipment vitamins and medication.

  Business Response

  Date: 02/17/2025

  Member Advocate called member at phone number ************ on 02/14/2025, spoke to member HIPPA verified. Advised I was calling about her VAS incentives that she did not receive. Member said that she did not receive her gift cards for 2023,educated member that Gift cards for VAS- $50 CCS, VAS- MAMMOGRAM- 2023, and VAS-$30 OTC- 2024 gift card, had been processed and closed out on 06/06/2024.  Member alleges that we never sent them and that it fraudulent.  She said that someone from vendor might have stolen them. Advised that Molina records does not show that the gift card have been returned.  Educated member that Molina will not replace lost or stolen gift cards unless they have been returned.   Member Verbalized understanding and at the end she thanked for calling her.  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22939394
  
  I am rejecting  i never received my gift cards they were never put in my mail box therefore cannot b stolen I'm the only one with access to my box besides Male man or apartments nothing has ever been stolen from my mailbox.I receive all other mail from Molina.And everywhere else I've never had a problem.Getting my mail I feel like this is just a tactic. Clearly if a gift card is been used , you can track it down or you know because it has its own number just like a credit card. I also told Molina, that about my car was never put in my mailbox to begin with, like it probably was never sent to my house.I even offered *********** records showing what mail I did hear but they wasn't trying to hear ***** I said thank you.Have a good day
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 writing with great concern of receiving a disturbing & questionable medical bill from Molina Healthcare. I had signed up to be a member with ************************ - Molina Marketshare Health plan in May 2024. My *** told me to get some health tests, blood panels, CT scan, mammogram screening, with *******************. I received a bill in December from U.H. with services being dated August 26, 2024, where I had my health screening appointments, showing I OWED $625.49! I immediately called Molina Healthcare, December 2, 2024, and spoke to customer rep. **** and then to ***** and later to customer rep. ****** to find out why and how would I owe any money, especially that large amount, since I had the Healthcare Insurance through Molina and upon signing up with the plan and had a $639 Premium Tax Credit per month. I also received a bill from UH ************ finding out that I had Covid and there was nothing that could be done and go home and wait until It was over. That was on July 17th, I received THAT $303 bill in December!! I was told by customer service, ******* then with ******* 1/2/25 that ** did not submit my bill to Molina and not to worry, assuring me that everything will be taken care of. ****** told me that my PATIENT RESPONSIBILITY was: $16.01, $13.28, $10, $3.02 = $42.31 and Molina Healthcare would take care of the rest of the bill! I was ONLY suppose to pay *********** $5 co-pay, which I did. Then, later, another ***** said I was out of network, but I was previously told a month or 2 prior, I WAS IN network! I have a LIST of my co-pays from Molina that I would have to pay during appointments made from my doctor. I just recently read Online ALL THESE COMPLAINTS about Molina Healthcare **** doing/saying the EXACT SAME THINGS to MANY unsuspecting patients, given run-arounds, being hung up on by ****, being mistreated/lied to, all of SAME TO ME! Yuan, said he would call UH to find out about my bill, ***-Supvr, had me file a 2nd grievance, ******* not helpful!

  Business Response

  Date: 02/25/2025

  Molina has contacted the consumer directly and are unable to share further detail in accordance with HIPAA.  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted several times by phone by a company that claimed to be working with Molina Healthcare to provide health assessments. They were offering up to $200 if I allowed a nurse to come to my home take my health stats and talk to me about my health. Because I was unemployed I figured why not accept the offer. Fast-forward to July 18, 2024 when I receive an email from Molina healthcare stating that I earned a $50 gift card for that health assessment and that it was available online if I followed the prompts for healthy rewards. I went online, as instructed, but did not see any reward. I contacted them several times over this issue and kept getting the runaround. Eventually, my membership and now I have no way of trying to get the $50 that they owe me for taking my health stats, or allowing other people to take my health information in their name. Something seems really fishy about this, almost like my health information just got sold to the highest bidder. Had I received the $50 gift card, I wouldve assumed it was just a health reward but now Im thinking that it was a scam of some sort.

• Initial Complaint

  Date:01/14/2025

  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.

  December 2024 - January 2025 Purchased health insurance plan from ************************ marketplace. Plan effective 1/1/25. During first week of plan I tried to schedule doctors appointment and was told by ******************** (****) that recently they dissolved a contract with Molina and don't accept Molina marketplace plans anymore. Molina lists numerous providers at the hospital system including my doctor as in-network. I have been back and forth with Molina and ************************ and even had them both on the phone together in a three-way call yesterday (1/13) but they are only giving me a prorated refund. I feel I should get a full refund because I was sold an unusable insurance plan. The providers they list in network are not accepting their plan. Between Molina and ************************ they are placing the blame on each other and denying that I qualify for a full refund because I did not catch THEIR error until several days after the plan went into effect. Like I said the providers they list as in network are not accepting their marketplace coverage. It's wrong what they are doing.

  Business Response

  Date: 01/30/2025

  Molina Healthcare made multiple attempts to contact the consumer directly without success. A letter has been mailed out to the member. We are unable to share further detail in accordance with HIPAA. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22809549
  
  I am rejecting this response because:

  I have not received any information in the mail and to my knowledge I have not been contacted by phone. I do not have any voicemails from the company. If they have a case number for this complaint and would like me to call in with it, I am happy to do so. Prior to filing the BBB complaint I had made hours and hours of calls and received case numbers and was not helped to satisfaction. If the company, however, is willing to make the situation right, I am willing to call in if they provide a case number. I do not have the time to wait next time my phone for their call and I am no longer willing to call in and wait on hold and go through the customer service run around where nobody knows what I'm talking about or how to help. If they call me after this message and I do not pick up, the proper thing to do would be to leave me a voicemail with information on how I can reach them regarding this matter.  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/18/2025

  Molina Healthcare made multiple attempts to contact the consumer directly without success. A letter has been mailed out to the member. We are unable to share further detail in accordance with HIPAA. 

• Initial Complaint

  Date:12/17/2024

  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.

  Molina healthcare marketplace was supposed to transfer my account over to ************* Molina healthcare. After two weeks and 12 hours of phone calls they finally said they would void everything concerning my personal account information. They lied. They instead sent me a bill for $78.18 USD. I told them NUMEROUS times I wanted Absolutely Nothing to do with their mismanaged business. Please they are a SHAM healthcare insurance company.. they're Liars and Scammers.

  Business Response

  Date: 01/10/2025

  Molina has contacted the consumer directly and are unable to share further detail in accordance with HIPAA.

• Initial Complaint

  Date:12/17/2024

  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 am a policy holder. I called yesterday to get a plan ID. I don't have insurance. I have until 12.31.24 to be covered January 1st. **** called four times to speak to a supervisor because I don't understand their customr service reps. **** been on hold for over 30 minutes. This is unacceptable. If I could understand them, I wouldn't need to speak to a supervisor. I found them through the marketplace. I would like to make a payment, but I want to know what I am paying for? I don't have any paperwork to refer to.

  Business Response

  Date: 01/03/2025

  Molina has contacted the consumer directly and are unable to share further detail in accordance with HIPAA.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22697871
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/21/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Trying to reach a case manager to help me get a different doctor and transportation to appointments. It took me 3 weeks to talk to someone who wasn't even my case worker. She was extremely rude and had no information for me. Could not even help find a doctor. She had a very heavy accent not sure if English was even her first language. I am in severe pain because of not being able to get my medicine. I still don't know how I'm going to get it. No resolution was found. I just wanted someone to actually care and help me.