Complaints

This profile includes complaints for CareCentrix, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CareCentrix, Inc.

  20 Church St Fl 12 Hartford, CT 06103-1246

• 

  CareCentrix, Inc.

  6121 Indian School Rd NE Ste 122 Albuquerque, NM 87110-3178

• 

  CareCentrix, Inc.

  7740 N 16th St Ste 100 Phoenix, AZ 85020-7416

• 

  CareCentrix, Inc.

  7725 Woodland Center Blvd Ste 100 Tampa, FL 33614-2426

• 

  CareCentrix, Inc.

  3903 Northdale Blvd Ste 200W Tampa, FL 33624-1854

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:10/03/2024

  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 received a C-pap at approximately May 2024. The C-pap was received by a company called Care centric, this company uses ****** ******* ***. To re-issue cpap supplies. ****** ******* and care centric continues to bill my insurance and bill myself without sending the medical supplies to my home. I caught wind of this a couple of months ago after I continued to pay the bills. I contacted care centric and spoke with a lady on the phone there who seen how they were filing my insurance and I, we had each been paying the bills so she and myself contacted a representative from ****** ******* to find out why i wasn’t receiving my supplies but both parties were being charged. I never received supplies for June and July or August, but they were billing me for them as if I did. They’re also charging me for a CPAP filter disposal that the company itself never disposes. I believe this company is being fraudulent and falsely charging my insurance company and myself. After being on the phone for an hour with Care Centrix and ****** ******* the phone mysteriously got disconnected and no one called me back. This issue needs to be resolved. How many other people and insurance companies are being falsely charged?

  Business Response

  Date: 10/15/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. CareCentrix has been unsuccessful in reaching the consumer following multiple attempts. CareCentrix is prepared to discuss the matter with the consumer and has provided a contact name and phone number so that the consumer may reach out to CareCentrix at his or her convenience.

• Initial Complaint

  Date:09/13/2024

  Type:Billing Issues
  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.

  Care Centrix is committing insurance fraud The company that put the device together added the speech app, and shipped it to us is called ************. They informed us the device cost was $5,295 and our cost was 20% of that plus our $300 deductible bringing the total to $1,359. For some reason unbeknownst to me we were not billed by ************. A third party, Carecentrix deals with durable medical goods for our insurance **** ***** **** ****** ** **. Carecentrix sent us a bill for $2,216.73 and claimed the device cost $9,883.63, not $5,295. We promptly contacted Carecentrix who informed us that the reason the cost is higher is that **** ***** **** ****** has set that as their contracted price. Here is my issue, Carecentrix is just a middleman that bills the consumer or the insurance company. They provide no service at all. **** ***** claims they are trying to save money by using Carecentrix instead of their own billing department. **** ***** also continuously sends us information on how they are trying to keep costs down on their end so that we receive better services. Now Carecentrix (the middleman that provides no service) is overcharging **** ***** for a device and profiting by collecting an extra $4,588.63. In return, I am being asked to pay $857.73 more than I expected to pay. In my opinion, this is insurance fraud by Carencentrix and **** ***** **** ****** is aware this is happening. The best part is the device is a regular **** that could be purchased for around $500 and similar programs can be purchased for $300. I can afford to do it on my own but the system will not be as beneficial as the insurance-provided device, I have contacted **** ***** and they have no answer for why this is happening but are also not doing anything about it. I have spoken to various supervisors at Carecentrix and each gives me a different reason why the price is so much more expensive.

  Business Response

  Date: 09/25/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. This issue is still being managed for resolution with the consumer

  Customer Answer

  Date: 09/25/2024

  The company did negotiate the rate back to what I was originally told it would be.   I do believe this is only because or pressure from the ** ********* ******, the BBB and contacting the media.  In the end we decided to return the device as we were afraid we would be put in collection for not paying our bill.  I still do feel Carecentrix was committing insurance fraud.  The only reason they decided to make good on the price was my refusal to be ripped offf. 

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  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 been getting a lot of bills from Carecentrix for services that were provided a long time ago. This bill, for example, is from 11/22/2021. I just received my first statement. My question is doesn't Carecentrix have a time frame in which to claim payment?

  Business Response

  Date: 08/29/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. CareCentrix has been unsuccessful in reaching the consumer following multiple attempts. CareCentrix is prepared to discuss the matter with the consumer and has provided a contact name and phone number so that the consumer may reach out to CareCentrix at his or her convenience.

• Initial Complaint

  Date:08/13/2024

  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 just received a bill for equipment I had previously contacted carentrix about which I was told I had to go through ****** to resolve. I filed a BBB complaint against ****** on 01-16-24. Complaint #********. My complaint was resolved by ****** on 02-07-24 with them adjusting my account to a zero balance. The bill stemmed from equipment that was sent to me against my consent. I had previously contacted both carecentrix and ****** and told them I no longer had the insurance that I had when I was receiving the equipment. ****** shipped equipment despite this and then refused to take back the equipment and provide me with a refund. I had talked to several carecentrix customer service representatives that were supposed to help me with the problem. They were unable to as they are the billing company for ****** and I no longer had insurance so I had to go direct with them to have the account resolved. I was told they may be able to have an advocate help me, but I was never contacted despite my several attempts to resolve this. That’s why I filed the BBB complaint against ******. I should not be receiving a bill for equipment that had been resolved back in February with the company. See attached screenshots.

  Business Response

  Date: 08/23/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. This issue is still being managed for resolution with the consumer

• Initial Complaint

  Date:08/01/2024

  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.

  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.

  Business Response

  Date: 08/13/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. CareCentrix believes the issue is now resolved to the consumer’s satisfaction

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service 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.

  Carecentrix is the DME provider for my insurance company. My doctor sent a prescription in April for a wheelchair modification (I am a full time wheelchair user) and sent me a copy of the confirmation. The company will not reach out in case of any issues, but you have to contact them, which cases a delay in service. In July, my doctor send a letter of medical necessity stating I need an adaptive device to help with my shoulder issues. I told Carecentrix 3 times I needed to be staffed with a specific company who provided my wheelchair. They staffed me with a different company, which causes more delay. I called back a week later and found out one of the staffing agents gave misinformation to the wheelchair company causing them to believe they wouldn’t be able to staff me. The staffing agent reported he would leave me a voicemail, but never did. I decided to call this week to see the progress, but was told it was on pause and should’ve been made aware when I wasn’t. I called the wheelchair company directly and they told me the misinformation the staffing agent told them and I explained the situation. They said they could absolutely help me. I reached out to Carecentrix who told me they lost my prescription and we would have to start from square 1. I had a scheduled call with a supervisor at 9AM and have not received the call. Now, my insurance is almost finished and I won’t be able to receive the modification my doctor prescribed and said was medically necessary.

  Business Response

  Date: 08/09/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. CareCentrix has been unsuccessful in reaching the consumer following multiple attempts. CareCentrix is prepared to discuss the matter with the consumer and has provided a contact name and phone number so that the consumer may reach out to CareCentrix at his or her convenience.

• Initial Complaint

  Date:07/25/2024

  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.

  In December of 2023, I received a prescription for a sleep apnea device. Before the prescription could be filled, I was required to contact CareCentrix in order to discuss the charges I would be responsible for. I had to agree to the amount on recording and state that I understood I would be responsible for a little over $200 of the cost of the machine while insurance picked up the rest, I actually had to wait a week for them to go through the process with my insurance company and confirm the amount before I could get the machine ordered. When I was finally billed I was surprised to receive an invoice for almost $1,000. When calling to have the issue corrected, we were told that that the machine went towards my 2024 deductible rather than my 2023 as they ended up renting the machine to me for 3 months before billing it out. Had I known this on the front end that wouldn't have been a problem but Carecentrix went to great lengths to have me agree to the initial quote in the $200 range on a recorded line and I am shocked that they now feel it is acceptable to bill me almost $800 more. Although the customer service representatives were friendly when confronted with the issue, they ultimately refused to do the right thing, it's not right to expect me to pay for their company's mistake.... Especially when considering how far they went to make sure I understood what I owed out of pocket.

  Business Response

  Date: 08/06/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. This issue is still being managed for resolution with the consumer.

• Initial Complaint

  Date:07/09/2024

  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 got a CPAP early 2023 and was being billed monthly by Carecentrix. I made a double payment on 12/20/2024 and it was supposed to be paid in full. I was billed after that and called. Had to go through with them about every payment made and they realized I had overpaid by a month. Eventually after calling another few times, I did receive the refund back and was guaranteed I was paid in full. I have called in January, February 24th, February 27th, May 13th and today (7/8). Every time I have to go over everything and have them figure out that I am paid in full. Eventually they always seem to claim that it is a glitch and they will take care of it. However, I feel this is done on purpose to get money from people not with it enough to follow up. I can't imagine how many overpayments they receive from people who just want it over with or don't have the ability, time or energy to follow up every month when being overbilled. Calls can last between 40 minutes and an hour. It is nearly impossible to get a hold of a supervisor. One time they tried telling me I got supplies when I specifically do not use their service anymore since they are untrustworthy. Ever since paying off CPAP, I have gotten supplies from ****** (which is amazing). I want them to stop billing me. PLEASE HELP!!!!

  Business Response

  Date: 07/19/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. “This issue is still being managed for resolution with the consumer.

• Initial Complaint

  Date:07/03/2024

  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.

  The customer service is horrendous with Carecentrix. I order my CPAP machine and supplies and their record keeping his horrendous. If you have a question, they bounce you around through different departments and place you on hold anywhere from an hour to 3 hours. Getting a hold of a supervisor is joke. I have never been late on any payments but due to an error on their record keeping, they are quick to send a bill to collections and ruin your credit. They cannot give you a wait time on a supervisor and tell you that they are on a certain pay grade level. I have never dealt with a more unprofessional business that does not care for their customer. Stay away from them. I am advising my doctor and insurance to find another supplier immediately.

  Business Response

  Date: 07/15/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously

  CareCentrix has been unsuccessful in reaching the consumer following multiple attempts. CareCentrix is prepared to discuss the matter with the consumer and has provided a contact name and phone number so that the consumer may reach out to CareCentrix at his or her convenience.

   

• Initial Complaint

  Date:06/25/2024

  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.

  Complaint is in regards to over-payment to Care-Centrix. $941.17. I was billed, and then threatened with Collections, I paid the amount- and my insurance also paid the amount- thus owing me a refund. The payment I made was on 11/1/2023. As of today- 6/24/2024 pr 6 months later I have received no refund. Care centrix will not apparently auto issue a refund for a credit balance, I called in March of 2024 and was told refund was approved and would take 6-8 weeks to receive. It's now been upwards of 16 weeks, and still no refund check. I've called multiple times and I'm told it's "pending processing". I wish there was another co- we could use to get diabetic supplies, this is absolutely ridiculous. They take the insurance Co's money, my money, and never issue refunds. It should not take 6 months to get money back, much less have to call and sit on hold repeatedly to be told 'its processing'.

  Business Response

  Date: 07/02/2024

  Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. CareCentrix believes the issue is now resolved to the consumer’s satisfaction.