ComplaintsforStride Health, Inc.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ****** health insurance plan on the Exchange (Covered **********) through Stride on 09/02/23, which became effective on 10/01/23. I received information from Stride, via almost daily emails throughout December, that the plan would not auto-renew and that I would have to initiate a new plan to maintain coverage. I chose to purchase a new health insurance plan for **** directly through ****** in December 2023. On 01/03/24, I was notified by ****** that I now have 2 plans with them and am being billed for both. ****** notified me that the 2023 plan I purchased through Stride was controlled by Covered ********** and would need to be cancelled through them. Stride never notified me of this fact. I called Covered ********** immediately to cancel the plan and was informed that they would not cancel the plan until 01/31/24 and that the monthly charge of nearly $1,000 for the plan would remain, due to a ********************* from Stride renewing my plan on 11/22/23. I called Stride and was informed that they have no knowledge of the reported transaction with Covered ********** on 11/22/23 regarding my plan, that the plan would of course auto-renew through Covered **********, and that they were simply "sorry" about the daily emails giving me false information about the renewal of the plan. I am requesting a refund of the amount I was billed on 01/02/24 for this plan that was apparently auto-renewed. This request of Stride is based on Stride not providing clear information regarding how to cancel the plan or who controlled the plan, Stride explicitly sending me repeated email communications containing false information about the auto-renewal of the plan, and (per Covered **********) an insurance agent of Stride initiating a renewal of my plan on 11/22/23 without my initiation or approval. I am also requesting that Stride no longer send false information regarding renewal of health insurance plans to consumers.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I tried to cancel my auto-debit with this company is August 2022. They confirmed the cancellation, but have continued to charge me $40/month. I had to get a new debit card from my bank to make it stop. Yesterday, they charged my old card. My bank canceled my old card and today they charged my new card. Twice in one month for a historically monthly charge. This is a fraudulent, bad-faith company. I called them again today to confirm cancellation and had to get yet another debit card from my bank. This is getting out of control. Please put a stop to this company.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  At 10:03 on the 13th of December, I made the first call asking for help. The woman on the phone was very rude and not helping at all. She just kept talking about open enrollment. I tried to explain to her that I have gotten the dozens of emails saying that and it's why I'm calling asking for help and have been trying to get help. But she just wanted to belittle me and refuse any real help. When I asked her why she was being so rude, she just hung up on me. Then after I call back trying to get someone else. I'm just left on hold for 15 minutes. On the recording it says that I can ask for a call back by pushing 2 but it doesn't actually let me do that. Just leaving me on hold, no idea for how long or if I'll ever be helped. Not sure if its that same very rude woman just taking out her personal problems on me or not. I can't stay on hold all day without any idea of if it's her just being as horrible as possible or not, so I'm forced to file this complaint and push Stride to actually provide help and deal with that horrible woman who shouldn't be in this line of work at all and should never be treating people the way that she treated me. Now I'm almost certainly not be able to get health care all because she has personal problems and decided to take it out on me

  Customer response

  12/22/2022

  I have searched all over the BBB site for a way to let you know that it was resolved.  Ican't find it anywhere.  So I'm sending this email.  That really needs to be fixed.  There is no point in keeping this open when it's been resolved.  You should have your IT guys figure out why there doesn't seem to be a place to let you know taht it was resolved

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  CANT CANCEL PLAN!CANT REMOVE PAYMENT INFO!Tried going online to cancel my plan. Was directed to call a number to cancel. The person who answered the phone and was working was not able to cancel my plan for some reason. Was transferred to another department that was conveniently closed today for Veterans Day. The phone hung up on me after I was transferred. I am filing a complaint because I was not able to cancel the plan on my end online or via phone and they have my contact information. This is unacceptable.

  Business response

  01/28/2022

  It looks like this was in regards to her vision plan. We normally redirect D/V cancellation requests to Renaissance, and it looks like that's where the transfers and confusion happened. The member then reached out to us through email and we were able to cancel her plan and send proof of cancellation on 11/11. The plan is no longer active as of 12/01. 

*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. ↩