Business ProfileforCareCentrix, Inc.

Insurance preauthorization required for leg braces. CareCentrix notifies provider and myself that braces are covered at a rate of 100%. Service date of 10/17/2024 for fitting of leg braces. First Bill dated of 11/4/2023 for $325.18 due 12/4/2023. Paid 12/1/2023. Second Bill dated of 12/4/2023 for $742.78 due 1/3/2024. I call billing, billing explains the other person who told me braces are covered at 100% was wrong, they require a 30% coinsurance payment. Notification of Secondary insurance (*******) was provided on 1/12/2024 to CareCentrix, was told 6-8 weeks for a refund once insurance payment is made, however they will not file with ******* until insurance card is on file, despite ******* notifying that no insurance card is required as policies are patient SSN. Spoke to agent 2/20/2024 which results in all required information and scanned copy of insurance card being submitted to CareCentrix and told 6-8 weeks to refund once insurance payment is received. Speak to agent on 3/26/2024 to ensure insurance payment has been made, notified there is no secondary insurance on file. Forward orignial email from 2/20/2024 to requsted email address. once again told 6-8 weeks for refund to be received. Exact same situation occurs 4/4/24, email with two previous submissions forwarded again. 5/29/2024 I speak to agent, confirms insurance was entered into system, insurance has paid in full for both bills. Payment made out of pocket to CareCentrix on 12/1/2023 results in a credit on my account of $325.18. A refund is submitted, once again I am told 6-8 weeks to receive. 7/19/2024 I speak to agent to get update on refund status. Refund is still processing, told an escalation is filed, to call back after next week to find status since 8 weeks have passed. 8/1/2024 Speak to agent, 7/19 request is denied because person working case died. Told its 6-8 weeks from check mailing, not request, another escalation filed. 6-8 weeks has become 6-8 months.