Complaints

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:04/28/2025

  Type:Service or Repair 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 applied for MassHealth on April 25, 2025 and then this place called me claiming to be from MassHealth. They signed me up for something that costs $399. I called April 28, 2025 for a refund and they said there needed to be an audit in order to process the refund. They said it could take 21 days. If I do not get a refund I will simply dispute it with my bank. I have no idea how they got my contact information and I wrongly assumed it was MassHealth calling me because because I had just applied ten minutes before. Attached is the amount they charged me $399.

  

  Business Response

  Date: 04/29/2025

  Hello Ms ************ had our customer service manager reach out to you, and it looks like she was able to resolve the matter. We have cancelled your policy, and issued a full refund. We hope this helps rectify the matter for you. 

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ****** Rio

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair 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.

  On February 13, 2025, I signed up for medical, dental, vision prescription insurance. Since then, I have been receiving call after call from these medical sales people. I registered my phone number with the Do Not Call List, but they still are harassing me. And, I already purchased the insurance!I received a list of providers and called, finally getting an appointment, just to go there and have them tell me, Im not covered. I went in the parking lot to cancel this ************************************* and this lady was incredibly rude and would not let me cancel my policy. This was inside my 30 day money back guarantee. She insisted that St Marys was on the list, sent me a new list and they were on it, so I decided to try again. Today, 3/19/25, I had made another appointment, got there, and the same exact thing happened. Not covered. I called FirstHealth, again, and spoke to a very rude man and I was not rude. He said he just spoke to the admitting nurse from St. Marys medical care and said I was being rude and was not going to talk to me. I was shocked. I believe that is their motive of operation to intimidate customers, which worked on me. The 30 days is up and now Im in this situation for 2 months. I would like some help. Im retired, on social security and just want basic health insurance, that is legitimate. Please help me. They should not be taking advantage of anyone! Thank you for any help you can give me. I still havent seen a care giver.

  

  Business Response

  Date: 03/21/2025

  Good afternoon, 

  Thank you for bringing this matter to our attention, I just spoke with my management team and they said they spoke to you today and you feel the situation was resolved. Can you please advise? If you are unhappy with your coverage, we can issue a refund for the last month premium you paid and cancel your policy. If you are happy with the coverage, we'd appreciate the opportunity to continue servicing you.

• Initial Complaint

  Date:03/14/2025

  Type:Product 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 agent for this company reached out to me yesterday. I enroll in Insurance plan for myself and 2 children. I was told my 2 prescriptions for ******* and Monjuaro would be covered. I was told i would receive digital Insurance cards within the hour and an email with the plan. I did not receive any of this and I tried to call customer service and no one answered the phone. In the meantime I received another call from someone at the coming saying I was paying too much and started asking me questions about my current plan. He then told me that my two prescriptions would not be covered. I informed him at this time that I was not interested in dealing with company and I just wanted a refund. He told me to call customer service and hung up. So, I do nor have a copy of the policy as it was not sent as promised, all I have is a customer service # that no one answers. I want a full refund of my money.

  

  Business Response

  Date: 04/01/2025

  Good day Ms. ******************* you enrolled, you were emailed the link to your member portal with a username and password. Once you login, that is where you are able to access your virtual ID Card. Aside from that, I see that you successfully canceled on March 20th, and were issued a full refund of everything you paid. I hope this resolved the matter for you, and we wish you the best. 

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair 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.

  Purchased health insurance hastily and the next day cancelled it for a full refund. However, they have been charging me $29.97 every month for 6 months. Was assured everything was taken care of.

  

  Business Response

  Date: 03/03/2025

  Good day Mr. ***************** prescription coverage was provided by a different company than your health insurance. We have forwarded your request to have the prescription cancelled, and your last payment refunded to you. Please allow 3-5 business days to receive your refund. 

• Initial Complaint

  Date:02/18/2025

  Type:Product 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 called Sicuro Health on 1/24/2025 to set up medical and dental insurance. I was rushed through the process, and when I asked about why the contract is claiming this is not an actual policy, but rather a medical pricing plan, I was assured that it was a ************* plan. I was charged $394.90 for combined medical and dental insurance this date, for the policies to begin 2/1/2025. The following weekend I was harassed with phone calls from the insurance company, receiving 20 + calls a day. I called customer service on 1/28/2025 to cancel both plans, and was sent a cancellation confirmation email. Given that I cancelled my policy prior to it going into effect, and within the ************************************************************************** my welcome email. However, there was no mention of the refund in the cancellation confirmation, and no one is picking up the phone at the customer service department to rectify this situation. I am seeking a refund as is my right to do so.

  

  Business Response

  Date: 02/19/2025

  Good day Ms. ************* apologize if there was a miscommunication, but you are definitely within your 30 day free look period. Your medical portion as well as your dental have both been cancelled, and the $394.90 has been refunded to you. Please allow 3-5 business days for the funds to return. 

• Initial Complaint

  Date:02/11/2025

  Type:Product 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.

  As stated in the complaints by other commenters, I was cold-called during the *** open enrollment while searching for health insurance. I paid $599.00 medical and $89.96 dental/vision for a total of $688.96 And, I was assured 100% refund if I cancel during the 30-day review period, which I did. All of this happened in October 2024. It is now February 2025. Being strung along along the way of the coming refund. Today (2/10/25), I was told they will send refund via carrier this week. I want and need my money! All of it!

  

  Business Response

  Date: 02/12/2025

  Hello Mr. *************** did not enroll you into this plan, another agency (Longspur Health) that we provide back end customer service support did. We follow the Plan administrators guidelines, and that guideline is you are eligible to receive a full refund 30 days from your effective date. Your plan was effective 10/21/2024, which by the way is not during the open enrollment period which is why you were not quoted an ACA option, and you called Friday 11/22/2024 to cancel and receive a refund which is past 30 days. 

  After that explanation, I have put in an override to refund you the full amount of $688.96. You will receive the funds within 3-5 business days. 

  Customer Answer

  Date: 02/19/2025

   
  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, albeit the hassle over the 4 months.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/22/2025

  Type:Product 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.

  Sicuro's agent lied to me on multiple counts during our call.1. That I was receiving health insurance (I received a medical repricing card)2. That the open enrollment period for private insurance ended (magically) on December 18th, the day of our call (private insurance can be purchased at any time).3. That my policy would include mental health insurance, a specific item I was seeking in an insurance policy (the policy did not include mental health insurance according to Sicuro's compliance department).Furthermore, it took several weeks to sort out what exactly I had and how I'd been mislead, to receive the insurance card, and then, finally, when I had enough information to determine that the combination of deceit and the faulty configuration of the policy was insufficient to continue using it...I couldn't get in touch with them despite repeated attempts to call prior to the 30 day right of recission.I first tried to cancel on or about 1/14/25, and they strung me along by declaring that my current PCP is in network. I called the **** they weren't in network. When I finally did get someone on the phone on January 22nd, they informed me that I cannot get a refund due to being outside the 30 day right of recission period.I am extremely frustrated and no small measure of angry at their ***** deceptive behavior and the poor communication from their support department.I understand that Sicuro is a customer service contractor and the billing is done by First Enroll...yet another separate company, both working for...who knows? Managed Care? Multi-plan PPO? Unclear.I want them to apologize for their sales ***** disingenuous conduct and assist me in getting a full refund of all monies paid to First Enroll (or whoever) for this policy. Including the ****** initial payout and any other ******** that may come through despite today's cancellation (1/22/25).

  

  Business Response

  Date: 01/22/2025

  Hello Mr. ********************* strive to provide quality customer service for our clients, and if you feel we fell short of that, we do apologize. We are saddened to hear you had a negative experience working with us, but the customer service agent you spoke to last was only following protocol, she was unaware you had tried to cancel prior and believed it had been past 30 days since you enrolled. To make up for this, we have refunded you the entire $295.50 you paid on 12/18/2024, we hope this helps resolve the matter.

  As far as your concerns you raised about your initial enrollment call, we take those very seriously and will be conducting an internal investigation, thank you your bringing this concern to our attention. Once again, we're sorry to here you did not have a positive experience working with us, we wish you a happy new year. 

  Customer Answer

  Date: 01/22/2025

   
  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.
  

  I do not wish any ill towards the *** who sold me the policy. I think he behaved poorly in this instance and hope he learns from his mistake.
  
  Sincerely,
  
  *** ***********

• Initial Complaint

  Date:01/08/2025

  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.

  On December 15th, 2024 I went to apply for MassHealth. The sponsored phone number on ****** led to a company claiming to be MassHealth when I was talking to them. I was told that it was the last day to apply for mass health in January 2025 health insurance so I panicked and went through with it. I gave my credit card information and was charged $350 immediately. I realized that the email sent was not from MassHealth. I have been trying to cancel the account (as they said I could cancel at any time) but no one will pick up the phone despite being within business hours. I called their billing company and they said they put a hold on the payments however they cannot seem to get a response from the original company.

  

  Business Response

  Date: 01/10/2025

  Hello *****,

  Sicuro Health did not enroll you in this policy. Sorry for the misunderstanding, but we forwarded your message to the carrier and they advised you have already been refunded the $348. 

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair 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 was told by this company that there was a 30 day ***** period to get a refund if I chose not to move forward with their insurance. I tried to get a refund after reading about how fraudulent they have been in the past, and to no surprise, they have REFUSED to give me a refund and cancel my policy. I have been scammed.

  

  Business Response

  Date: 12/23/2024

  Mr. ********,

  I'm not sure where you got this information, you were issued a full refund of $359.76 today at 11:39am EST. I apologize if there was a miscommunication, but I assure you you were not scammed. 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22714818
  
  I am rejecting this response because: 

  The first time I tried to cancel my insurance and get a refund, I had multiple team members tell me I couldn't cancel it. You guys insisted that I needed to give you a reason to cancel it, and after I gave you multiple reasons (which by the way I did NOT have to give you) you kept telling me the reasons weren't good enough. Excuse me? You're telling me I'm entitled to a cancellation and refund within the first 30 days when I'm purchasing the insurance, but when I'm trying to cancel my insurance you stall, connect me to multiple different team members, straight up hang up on me, and even REFUSE to cancel it. That's right, a lady they connected me with told me, and I quote, "you can't just cancel your insurance, its not allowed. How old are you???". And yes, when I called back earlier today, the customer service *** I spoke to actually cancelled it, although he was also incessantly asking why I was cancelling and insinuated that it wasn't a good enough reason. It seems all of them are trained to filibuster and waste time until the customer gives up. Not me. 

  At worst, you're a scam company who noticed I ***orted you to the better business bureau and decided to save face before you were investigated any further. At best, you're a legitimate business who prays upon unsuspecting, desperate people who just want to purchase health insurance, and does everything shy of breaking the law to bully people into not being able to opt out of your insurance. You were deceiving when I purchased the insurance, you were rude when I initially wanted to cancel it, and you are now being dishonest by acting like you don't understand why me and tons of other people are ***orting you for your predatory practices. 

  I think you owe me an apology. A REAL ONE. 

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

  

  Business Response

  Date: 12/26/2024

  Mr. ********,

  You can continue to post reviews and complaints about us claiming we are a scam, you have that right as a consumer. Having a Better Business Bureau profile is not a requirement, we opted in to creating one to be transparent and accountable to our customer base. So the claim that we are a scam trying to take advantage of uninformed consumers is incorrect. It also allows us to hear feedback from consumers, and try to improve our operations. We already offered an apology to you, if you feel that apology was less than satisfactory you, once again we apologize you had a bad experience working with us. 

   

  Our records indicate you called us on December 20th, 2024 and signed up for an individual plan. You called back a few hours later, and were transferred to our cancellation department. You were extremely irate and ended up hanging up on us before we reached a resolution. I do agree with you that the customer service representative's performance on this call was poor, and she will be reprimanded for how she handled your account. However, on Monday December 23rd, 2024 you called back in to cancel and receive a refund. The representative cancelled your plan, and issued a full refund. 

  We apologize the initial customer service agent you spoke with was unprofessional speaking to you, but we hope receiving a full refund does resolve this matter for you. 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22714818
  
  I am rejecting this response because:

  First of all, I appreciate the acknowledgement that your customer service *** was unprofessional. I do hope she gets punished, because honestly there is no place in customer service for someone of that temperament.       

  However, the way you are framing the interaction is laughably misleading and I'm honestly surprised you would continue to push the narrative that this was somehow instigated by me. In an attempt to paint me as the catalyst to this whole ordeal, you said I was "extremely irate and ended up hanging up on us before we reached a resolution". This is a gross ***resentation, so let me remind you of what actually happened. Before I even spoke to the rude customer service *** in question, I tried to cancel the insurance with another ***resentative. This man also wouldn't let me cancel my insurance, continuously asking me why I was cancelling and if I could come up with a better reason for doing so. I was polite at first, but after being told I wouldn't be able to cancel the insurance, that's when I became upset. It's called cause and effect. If you try to mislead and bully people into not being able to cancel their insurance, people are rightfully going to become upset. It's not a coincidence why many people are complaining about you guys.

  After speaking to this first ***, you transferred me to another ***, and then you guys hung up ON ME. I then called again, got transferred to the rude *** in question, and that's where the incident in question began. And again, this lady straight up said I COULDN'T CANCEL MY INSURANCE, and implied I was immature for trying to cancel it. "That's not how insurance works" is what she said to me. Now I ask whoever is writing this passive aggressive misleading response to my complaint, what option did I have at this point other than hanging up? If the company you're calling is telling you you can't exercise a cancellation that is literally in the terms of service that you signed, then there's nothing you can do but hang up and ***ort the company. It's that simple. 

  Please rewrite your apology in a way that is accurate to the situation. Stop implying that I share blame in this ordeal, don't mis***resent the events that took place, and acknowledge that there is an established culture in your company that works to make it incredibly difficult for people to cancel their insurances. And also, this very much goes without saying, but having a Better Business Bureau account doesn't mean you're a responsible company. I wouldn't use that as a defense in the future. 

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

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising 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 was attempting to sign up for health insurance and completed a ****** search that led me to what I thought was a website for state insurance. I ended up speaking to a man named **** with the company Sicuro who stated that he signed me up for the health plan I already had through the state and made it out like they were associated with Md Health connection. I realized it was a scam after they took the first payment and I had t gotten any emails or information like they said I would get. When I contacted them back to cancel and get a refund I was not able to get back to the representative **** despite him giving me his direct extension. I spoke with several people who were rude and disrespectful and kept pressuring me to explain why I was canceling. They hung up on me several times and I was never able to resolve it before they closed for the day. Now I will need to contact my bank and probably get a new card and try to dispute the transaction.

  

  Business Response

  Date: 12/17/2024

  Good day *** *******,

  I'm sorry to hear you have had a bad experience working with us. Numerous ****************** nationwide outsource their customer service to ********************, the agency that enrolled you being one of them. Sicuro Health does not have any agents by the name of ****, and we did not enroll you in this plan. However, we do service your account on the customer service side, so I will do whatever I can to help resolve this matter for you. We will listen to all customer service calls to ensure we can improve from this, and we will attempt you reach you today by phone to cancel out your account. If we do not hear from you by end of business today, we will cancel your account and issue you a full refund of any money you have paid. Please don't hesitate to reach out to us, **************

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22696448
  
  I am rejecting this response because:
  When I called yesterday, as the previous response said I could, I was met with yet another employee who was disrespectful and not trying to cancel my plan or refund me saying there are no notes about this. She stated I would get another call in 3 minutes and hung up. I did not get a call back for more than an hour with another person welcoming me to the program. I again had to tell her that I wanted to cancel my plan and get a refund. She ultimately did say she would do that, however I have no written confirmation and will not be satisfied until the money is fully refunded and cleared in my account. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/19/2024

  Hello Mr. ******************** style="font-size: 0.875rem;">I've attached the receipt showing your refund was issued on 12/17/2024 at 12:27pm EST. It usually takes 3-5 business days for the money to be back in your account, please advise if there is anything else I can help with.