Complaints
This profile includes complaints for Sterling Administration's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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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:10/31/2024
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.
There was a disconnect in the date between health insurance carrier and Sterling Administration for COBRA benefits. Communication began on October 7 with Sterling regarding the disconnect in dates. I have no benefits and no coverage, although I've elected *****. Sterling corrected the date on October 22. On October 23, I contacted Sterling again to advise that the first invoice date was incorrect. At that time, Sterling advised that the case had been "escalated" to their manager who was working on a resolution. As of October 31, Sterling advised that COBRA cannot take effect until payment is received and remitted to the carrier. Its hard to pay Sterling without a bill, which Sterling has failed to provide. In the interim, they have left me without coverage for a month. So thankful I am not needing ongoing treatment at this point in time, as I'd be unable to pay out of pocket.Customer Answer
Date: 12/02/2024
Complaint response taken in dictation by BBB rep ** 12/02/2024
You can close the complaint as resolved
Initial Complaint
Date:06/27/2024
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.
I have tried to withdraw and transfer my HSA funds. After several weeks the money was not received by my new HSA administrator yet I cannot contact Sterling. I have called customer service 4 days in a row and after being on hold for a lengthy time I am forced to leave a VM. Nobody returns my call.Customer Answer
Date: 07/22/2024
We did receive the BBB complaint from ************** on June 27, 2024. On June 28, I spoke with **************. I let him know that I would escalate this up to the Manager of the *** department. *** transfers of funds are a manual process and as a result, take longer and often up to 30 days. We sent a wire transfer to **************** new *** account on July 2, 2024. We also sent any lost interest for the time that it took Sterling to transfer the funds.
We do apologize as this process did run slightly over our typical 30 day process, which is why we also included any missed interest.
Customer Answer
Date: 07/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. However, the issue was not resolved easily. During the process the organization was deceitful in their actions. In the end, the President got involved to resolve the problem.
Sincerely,
*******************Initial Complaint
Date:06/04/2024
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 have a Health Reimbursement Account (HRA) with ********************. They were to pay the hospital an amount over $4800, and on my online account, it appears as though they sent a check to the hospital, but the hospital claims they did not receive the payment. That happened in January 2024. I have been trying to resolve this with them ever since and it is now June 2024 and is still unresolved. I have tried calling them, emailing them, and sending a chat to them but they do not respond to anything like they used to. I even drove to their location in ******* and was not given permission to enter their business so that I could get this issue resolved. I have exhausted attempts at ways to communicate with them. I am left with a hospital bill of over $4800.
Business Response
Date: 07/22/2024
Sterling did contact ***************** after he stopped by our office. Please note that, since the pandemic, we have a limited number of people working in our office. On June 4 we verified that the check we sent directly to his provide had not been cashed. As a result, we purged the check and we issued a direct deposit of funds directly into Mr. ******** **** account that he provided to us.
This matter has been resolved.
Initial Complaint
Date:03/19/2024
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.
I requested a transfer of my HSA account held with **********************. Paperwork was submitted on 2/21. The processing time is 2 to 3 weeks. It have been a month.I have called for status requests. Often, it is not possible to contact anyone at the organization. This is due to nobody being available for calls during business hours. I have also requested callbacks through their automated system and left voicemail. When I last spoke with a representative, they assured me the process would be complete by 3/15. This is still not completed as of 3/19. I was supposed to receive a callback from an associate, no such callback occurred. This company is one of the worst organizations I can recall in terms of customer service and I look forward to never dealing with them again. I hope the BBB considers and investigation into the business, the reviews and complaints of this organization are getting worse and worse. I am requesting that the business finish processing my request to move MY FUNDS to my new provider. Or to contact me in writing form such as email with an update so that I may escalate as needed.Business Response
Date: 04/17/2024
From: *******
Subject: Re: BBB Complaint against Sterling Administration - cid 21456061This has been resolved thank you
Customer Answer
Date: 04/18/2024
Date Sent: 4/17/2024 1:25:39 PM
From: *******
Subject: Re: BBB Complaint against Sterling Administration - cid 21456061
This has been resolved thank youBusiness Response
Date: 04/18/2024
Please see attached responseCustomer Answer
Date: 04/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:03/01/2024
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.
I was told by my employer to go through this business to submit my COBRA payments, which I have been doing. However, I received a bill from my insurance, and they told me that I was to be submitting my payments through them, not Sterling. My agent at Sterling has not been submitting my money to Humana that I have been paying to them, and Humana has been unable to contact them. I want ALL of my money refunded from Sterling immediately!Customer Answer
Date: 04/15/2024
I got all of my money back from Sterling Administration, so I no longer need this case. Thank you for your help.
Initial Complaint
Date:01/03/2024
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 joined the *** through my employer. They have received 2 direct deposits of $200.00 each. They said they sent me a debit card, I never received it. On 12/8/23 I requested a replacement card. I have not received it. ********************** | *** **************** Representative told me on 1/2/24 that the card was sent from ******* ,** on 12/24. I have still not received it. I have been trying since 12/8 to speak to an account manager. ********************** | *** **************** Representative has told me on three separate occasions that one would be calling me. I have received no call. I think this company is a sham and I want a FULL refund. I was told that they were going to keep $20.00 to close my account. I have had zero access to this account since its inception, they have already charged a fee of $2.50 and I am not able o communicate with anyone in *****************. I refuse to continue to do business with them and think they should be investigated for fraud.Business Response
Date: 01/17/2024
Please see attached response.Customer Answer
Date: 01/18/2024
Complaint: 21092523
I am rejecting this response because I spoke with the "account manager" on 1/3/24.She was abrupt and asked me what I wanted. I explained that I had received no services since the inception of the accoune and had no access to the funds as I had still not received the 2nd debit card. She said she would refund the account balance less the fees. I said I wanted a FULL refund, she rudely agreed. I called back about 30 minutes later to request a transfer of the funds to a new HSA instead and was told it was too late she had already sent the check. As of today, 1/18/24, I have not received the refund. I have no tracking information or any ability to track the funds. She is in **********, and said the check would be coming from ********. I live 4 hours east of ********, 3-5 business days should be more than ample time to receive the refund. It's been 2 weeks.
Sincerely,
*****************************Initial Complaint
Date:10/31/2023
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.
Got an hsa for the first time through my job because I needed some dental work done everything was fine until it came time to reimburse I could never get through to anyone when I finally did I was put on hold for up to ***** min or longer hung up on and forgotten about I've spent my days off of work calling all day just to try to get through to someone with no success to get reimbursed I've had enough please helpBusiness Response
Date: 12/14/2023
Please see attached document with response from Sterling Administration.Initial Complaint
Date:10/25/2023
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.
Hello, I have been trying to contact Sterling HSA. No one returns my call. They sent me a debt card last year and I tried to use and didn't even work. Sterling HSA was from my pervious employer. Sterling hasn't reached out to me regarding my money and i am not sure what will happen to the funds that I added to account.Customer Answer
Date: 12/01/2023
Thank you for following up. My apologies for not answering your call earlier today. I was at work.
Sterling Administration has finally reached out to me via email.
Thank you!
*******************
Initial Complaint
Date:04/18/2023
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.
Our company switched to Sterling Administration for Cobra payments. They have no one that answers the phone. They charge a $20 service fee for using a check or a credit card to pay the bill.The website has no way to check your personal data and account numbers for payment by ACH through your bank account.Business Response
Date: 05/25/2023
Please see attached signed business response.
Better Business Bureau, Inc.
PO Box 218 ***********, ** 94577
RE: complaint #******** May 19, 2023 Dear BBB, Thank you for alerting us to the complaint filed by ******************. I understand the frustration for the $20 fee but we work with a vendor and that is the fee that they charge us. Sterling does not increase this fee; you are charged the exact amount that we are charged. I understand that the account for ****************** is set up with autopay. His wifes account had an issue with an incorrect bank account loaded into the system. Our COBRA team did email you the information to correct the bank account on April 18. We received a response from you on April 19 stating that you will pay by check. I have asked the manager of the department to reach out to you again to confirm if you would like to keep Ritas payments via check or if you still need assistance to update the bank account and change those payments to ACH. Please let me know if you have any questions or need any additional information. If there is anything else you need from me, please do not hesitate to reach out to me.
Thank you,
********************* VP of Operations,
Sterling Administration
************************************** *************
Customer Answer
Date: 05/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:03/28/2023
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.
Sterling Administration has mishandled my Cobra Health Plan since day one. When sent paperwork, i was unable to register online as instructed in the onboarding letter. I had to reach out to my former employer for assistance. I called over 15 times left message and waited on hold for over 30 minutes with no response back from Sterling. I was able to register and pay my 1st premium. I then had to wait another 2 weeks for my insurance to be reinstated. In the interim I had to cancel several doctor **** due to the lapse in coverage being reported. On Feb 28, 2023, I contacted Sterling via email to confirm my plan because I had two invoices for the March premium and was told the Accounting team would correct. Went to doctor on 3/23/23 and was told I was on a High Deductible plan. I had to pay out of pocket of $250.00, my normal copay would have been $40.00. I again called, left messages no response. I had to reach out to my former employer again to get in contact with Sterling. I emailed the Sterling Cobra team in reference to the issue and now they want me to pay the March premium and wait for the insurance to be reinstated again. I have several appointments pending for this week and the next. They are not doing their part and causing my to work for them in order to keep my coverage which by the way is 850 per month higher than any marketplace plan. The last communication from Sterling is that I have to know contact my care providers to refile the medical claims but only after I pay the March premium.Business Response
Date: 05/24/2023
Please see attached letter
May 19, 2023 Dear BBB, Thank you for alerting us to the complaint filed by ****************. **************** mentions that Sterling had mishandled her COBRA plan, but we did not. Once **************** began to reach out to us it was identified that her employers ********** had sent the wrong plans for her on the eligibility file. As a result, she was showing the wrong plans in the system and with the carrier. We do not control what plans come over to us and we trust what has been sent. I can understand how frustrating this must have been for her. In addition, it appears that she was charged at her doctors appointments for the wrong amounts, due to being enrolled in the incorrect plan. We did received confirmation on 3/30/23 from her former employers broker that the plans had been corrected with BCBSTZ and that claims will be reprocessed to reflect her correct amount she would owe. Anything that she paid above that would be refunded directly to her from the provider or facility. This was also communicated to **************** on 3/30/2023. Since this issue was not caused by Sterling, we cannot refund her premiums for the two months that she requested. The error came from the enrollment file feed from the employers vendor. Any refund of premiums should be taken up with the previous employer. It is our understanding that this has all been resolved as she is in the correct plan and the EOBs would be reprocessed and any necessary overpayments would be returned to her. Please let me know if you have any questions or need any additional information. If there is anything else you need from me, please do not hesitate to reach out to me.
Thank you,
********************* VP of Operations, Sterling Administration
************************************** *************
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