We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Healthcare Management

CareCentrix, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Healthcare Management.

Complaints

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

Find a Location

CareCentrix, Inc. has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/03/2024

      Type:Billing Issues
      Status:
      Answered
      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:
      Answered
      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.

    • Initial Complaint

      Date:06/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 using ******* machine for sleep apnea through ********* ******** company which uses third party payer system Care Centrix Inc. I returned the machined since I was getting multiple bills after month after month from Care Centrix. I have paid portion of it; however, I am keep getting bills that has left balance. When I use the Carecentrix website, it does not show me the past payment history, statement. Also the Carecentrix has made 2 separate accounts under my name for same *******. I contacted the Carecentrix customer service which is difficulty get through without resolution. I would like for CareCentrix to contact me to explain the bills and what I have paid so far, and why I have 2 accounts. Thank you for your time.

      Business Response

      Date: 06/24/2024

      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:06/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Received notice that is past-due. Did not receive any bill. Has no information about what this is for or how much is owed. No defining information at all.. Says to call number. Says serching our records. Then call is dropped.

      Business Response

      Date: 06/26/2024

      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:06/05/2024

      Type:Billing Issues
      Status:
      Resolved
      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 an IV therapy that has a high deductible through ****. Carecentrix bought my account from ******* and charged me. I cannot use my copay card for my drug. They charged me a high copay and I paid it and they keep charging me for it.

      Business Response

      Date: 06/19/2024

      : 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.

      Customer Answer

      Date: 06/20/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,
      **** *******

    • Initial Complaint

      Date:05/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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 nebulizer from my children's pediatrician. I was advised insurance would pay for it, from our doctor. I then received a bill for approximately $130.00. I had not used or opened the box yet, so I called Carecentrix and was advised I could return the nebulizer. So in March 2024 I returned the nebulizer to the provider. I called carecentrix and they called the provider and confirmed I returned the product. I was advised after 60-90 days I would see a zero balance bill. Most recently I called on 5/15/2024 and was advised this was not submitted for reimbursement or correction. I was advised it was now sent for correcting and to check back in mid July. I just received a notice that collections is pending dated 5/20/2024 for this bill. I do not understand why this is being sent to collection, the product was returned and I have been advised multiple times this bill should be rectified. This should be a zero balance bill. Bill information is below: Acct # ********** Inv # ************ Pt name: ********* ******* (my daughter) DOB: ********** Please see to it this bill is not sent to collections and will be made a zero balance?

      Business Response

      Date: 06/06/2024

      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.

      Customer Answer

      Date: 06/16/2024

      Hello,

      I received a call from Sandra from Carecentrix regarding my concern. Her phone # is ###-###-####. She informed me the status of my return is only now being changed to refund status and this can take 30-60 days for the account to be updated and zeroed out accordingly. I was told it is out of pending collections. I apologize for not updating BBB, I guess I was hoping since Sandra said this would take so long she would have updated BBB. This complaint is still pending. I am hoping this BBB case can be put in more of a "pending" then "answered" status if still possible? I will respond/updated BBB once this has been resolved by CareCentrix.

       

      Please let me know if this is acceptable and if the BBB case status can be updated?

       

      Thank you very much

       

      ******* **

      ###-###-####

      Business Response

      Date: 12/17/2024

       

      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. 

      Customer Answer

      Date: 12/19/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* *******

    • Initial Complaint

      Date:05/28/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      This is payment to a third party for durable medical equipment. My FSA administrators require an invoice/statement when I use my flexible spendnig card. In late March I used the card to pay for supplies. My FSA admin requires "proof". When I go through CareCentrix' patient portal, they have changed their payment portal, and I am unable to retrieve old invoices to submit to the FSA admin. Customer service is non-existent, whether by email or telephone. I just need the invoices regarding the two payments I made.

      Business Response

      Date: 06/04/2024

      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

      Customer Answer

      Date: 06/04/2024

      The complaint is just partially resolved.  I have yet to receive the statement for the amount of $261.35.  I don't know if I can "tag" the attached document onto this complaint. The company sent me a statement, Invoice#: 5802-1090289, which serves as a final notice dated 5/27/24 and is threatening to take it to a collection agency. The amount is $16.83 which was paid 2/14/24. The receipt from ***, in the aforementioned amount, states that CareCentrix received payment on 2/14/24.  Also, after I brought the complaint to BBB, CareCentrix sent me the receipt indicating payment was received on 2/14/24. I want this matter resolved before I am ready to move on.   This evening I have spent about 4 hours, trying to figure this out. For $16.83. I can spare the money, but with a looming agency collection I cannot afford that.  Somewhere, someone in CareCentrix has to be responsible for keeping record/track of this. I feel for those who do not have the same resources and knowledge to spend time on this.

      Customer Answer

      Date: 06/04/2024


      Complaint: ********

      I am rejecting this response because:

       

      The complaint is just partially resolved.  I have yet to receive the statement for the amount of $261.35.  I don't know if I can "tag" the attached document onto this complaint. The company sent me a statement, Invoice#: 5802-1090289, which serves as a final notice dated 5/27/24 and is threatening to take it to a collection agency. The amount is $16.83 which was paid 2/14/24. The receipt from ***, in the aforementioned amount, states that CareCentrix received payment on 2/14/24.  Also, after I brought the complaint to BBB, CareCentrix sent me the receipt indicating payment was received on 2/14/24. I want this matter resolved before I am ready to move on.   This evening I have spent about 4 hours, trying to figure this out. For $16.83. I can spare the money, but with a looming agency collection I cannot afford that.  Somewhere, someone in CareCentrix has to be responsible for keeping record/track of this. I feel for those who do not have the same resources and knowledge to spend time on this.

      Sincerely,

      **** *******

      Business Response

      Date: 06/13/2024

      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:05/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 being incorrectly billed on two separate statements. The first statement is for ************. This was a charge for $17.46 on 11/22/23. This was for an item that was never ordered, never shipped, never received. ******** has verified ON THE PHONE WITH A CARECENTRIX SUPERVISOR that this charge is not valid and needs to be removed. I have opened cases with both ******** and carecentrix months ago. I was ASSURED it was removed. Today I got ANOTHER BILL threatening collections for this invoice. The second bill is ************ for 81.62. These two items on this invoice were RETURNED FOR A FULL REFUND ON 3/11/24. I HAVE SENT PROOF multiple times to carecentrix, and ******** has confirmed via a supervisor with carecentrix that the items were returned. I am including a copy of my return receipt with this complaint. It shows that I DO NOT OWE THIS BILL AS THE ITEMS HAVE BEEN RETURNED MONTHS AGO. yet today I got a brand new bill and a new demand to pay $81.62. I need help.

      Business Response

      Date: 05/31/2024

      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: 06/03/2024


      Complaint: ********

      I am rejecting this response because: there is no response other than it is being 'worked on". That is not an acceptable answer. I've already been waiting well over two months for two simple billing issues to be corrected. I have provided receipts for the items I have returned (from 11/25/23, returned 3/24), and the notes on my carecentrix account (from ********) verify that ******** incorrectly billed me for the additional charge on 11/22. In the meantime, I am being harassed by carecentrix collection threats. 

      Sincerely,

      ****** ******

    • Initial Complaint

      Date:05/09/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      WAS INFORMED THAT CPAP WOULD COST 121.72 FOR FIRST THREE MONTHS WITH A BALANCE OF $615.00 TO OWN EQUIPMENT, HAVE PAID OVER 750.00 TO CARECENTRIX AND THEY CONTINUE TO SEND INVOICES FOR BALANCE OF 833.08. I HAVE MADE IN EXCESS OF 10 CALLS WITH NO RESOLUTION. REQUESTED A DETAILED BILLING AND PAYMENT, NOT RECEIVED AS OF YET....

      Business Response

      Date: 05/22/2024

      Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. CareCentrix has reviewed the matter with the consumer and provided a detailed explanation as to the CareCentrix and/or health plan policies and guidelines that support its actions.

      Customer Answer

      Date: 05/22/2024

      SPOKE WITH REPRESENTATIVE AND WAS TOLD OF THE CHARGES, WAS TO RECEIVE A DETAILED STATEMENT VIA EMAIL, NEVER RECEIVED!

      WAS TOLD THAT A PORTION OF THE CHARGE WAS FOR A PART OF THE CPAP MACHINE THAT IS BUILT IN BUT NOT INCLUDED IN THE INTIAL BILLING OF THE MACHINE????

      STILL VERY UNPLEASED WITH THIS COMPANY, WOULD NEVER USE AGAIN OR RECOMMEND!

       

    • Initial Complaint

      Date:05/03/2024

      Type:Billing Issues
      Status:
      Resolved
      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 correspond with this company via the mail 4 times about my bill and some charges. I have received ZERO responses! I have contacted my insurance company as well and their answer was don't pay until they give you an explanation. I have/ had a question regarding some charges and no answers are given. (I do not did it over the phone as I want record of correspondence.). Since then I have paid everything except for what I am questioning. I now have a creditor calling that says I owe $72, but I get a bill yesterday that says I owe $50 and if I go online it says I owe $155. It seems that no one knows what I owe and the record keeping is horrible. The $50.49 bill I received yesterday was paid off in 2 installments why I am getting bill for it is mind boggling. This company does not seem to care about their customers because they basically have a monopoly and can cause health issues with a consumers if they don't pay. Why does the customer need to keep paying when the company will not respond to inquiries about their billing practices?

      Business Response

      Date: 05/10/2024

      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.

      Customer Answer

      Date: 05/12/2024


      Complaint: ********

      I am rejecting this response because:

      they only send an encrypted message which did not say was from them.  Then, they said they made "several" attempts to contact me.  I have not been called, texted, or a letter sent to myself.  I received the encrypted email ONLY and that was something i almost did not open because it was from a sketchy email.

      Do better.....call the person and discuss and that person should be someone who is knowledgeable and able to handle an issue if need be.


      Sincerely,

      **** *******

      Business Response

      Date: 05/21/2024

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

      Customer Answer

      Date: 05/22/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** *******

    CareCentrix, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.