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:12/14/2023

  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 signed up for this insurance under the impression I was also eligible for a financial aid assistance card. I was told that for signing up I was eligible to get $2,200 initially and then $300 a month for year as part of a government program to get people to buy health care insurance. I was charged $264.24 on October 26,2023, the day I signed up and that I would get my cards in 7 to 10 business days. When that time lapsed I called and found out that they had the wrong physical address and email address and my cards had been sent to an address in ********. The guy I spoke to edited my information and said I would get my cards around Thanksgiving. I received my insurance card, but not the promised financial aid card. I was charged $264.24 again on November 26, 2023. I called again and spoke to a lady named ********, who edited my name again because it was misspelled and told me I would get the financial aid prepaid card after paying for 2 months. I still have not received said card, so I called again today and spoke to a lady named *******, who informed me that I was actually not eligible for said financial assistance card and so I told her I wanted the policy canceled. She said she was going to transfer me to the cancellation department. I waited on hold for 15 minutes before they hung up on me. I called again and spoke to a lady named ****** and told her I wanted my policy canceled. She said she processed the cancellation and then abruptly hung up on me. I have no confirmation that the policy was indeed canceled and I am concerned the company will try to charge me again. I never even used their services. The letters that came with the insurance cards also list documents, Summary Plan Document and Wrap Plan Document, which I never received.

  Business Response

  Date: 01/17/2024

  Innovative Partners takes any customer service concerns very seriously. Please note that Innovative Partners does not market or sell insurance or health plans. We are sorry to hear that your experience with the enrolling agency was not as expected. Unfortunately we are not privy to the customer's conversation with the enrolling agency or the agent they spoke with at time of enrollment. Upon investigation we do not have any direct communication with the consumer at the corporate office and it seems that the customer reached out directly to the agent/agency via an external lead marketing company at time of enrollment. Subsequently, the customer then spoke with their internal customer service team rather than our corporate office.

  The consumer's plan was terminated/cancelled as of 12/26/2023 and the consumer has been provided with a refund in the amount of $264.24 to address their concerns and a copy of the refund receipts were provided to BBB and the customer. Our Escalation Team has already reached out to the consumer to let them know about the refund and to discuss any further concerns or questions the consumer had. We have not heard from the customer despite reaching out via email and phone call.

   

  
  

  Business Response

  Date: 01/17/2024

  Attached is a copy of the refund receipt in the amount of $264.24

• Initial Complaint

  Date:12/13/2023

  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.

  date of transaction 12/04/23 by phone.Paid by Discover card, name on card is **********************Found this company "Innovative Partners, LC " online by searching for " cheap insurance " and up popped a link, chatted with a guy who offered tier 5 health insurance for $395/ per month.He said it was a PPO, Multi Plan.He said if i got off the phone to discuss with family, the deal was off.He quoted me $100.00 for enrollment fee, plus $323.00 per month.He said i could cancel within 30 days and get my money back, as it was a month to month contract . Next, i made a payment over the phone with Discover card, totalling $495.41 for the first payment . He assured me over again that i could cancel anytime within 30 days for refund.When i was finally able to download the health plan information they sent me, it said that i could cancel within the first 30 days and get my money back, no problem. I have this info downloaded and saved in a folder by the way.I have since called and asked to cancel, and got the runaround, was put on hold numerous times, and hung up on.I want to cancel my policy immediately before the 30 days is up, as requested.My card was charged the money before i even got off of the phone, and i have since locked that card so i could not be charged again. It has now been 9 days since i purchased this.Please, BBB, contact this company and help me resolve this problem. They misled me on several different things, for example, they said if i wanted to go see a doctor the very next day i could, it would be in effect within 24 hours.( the emailed info states that i cannot use this plan to get medical care for the first 30 days or it wont be covered.) They also said it was a PPO, i would not have to use doctors in their network, i could go to anybody. ( The email they sent of my health plan has lists of doctors to use.) I started calling some doctors on the list and they have never heard of this health insurance plan. They said i wouldnt need referrals to see specialists, was told they were under the umbrella of *********** then on another call was told under *****, and then on another call was told no....we are just us ! under nobody else.......i can screenshot all the emails sent to me from this company as i saved them in a folder.The temporary membership cards they emailed me with the plan info, have since gone blank in my portal, and now if i try to access portal it says it doesnt recognize this email.....i have had many conversations over the phone with them trying to reset password to get on portal, all were dead ends, hanging up or laughing or being quiet on the line then saying Can you hear Me? Ever since i told them i wanted to cancel and was on 2 phone calls the same day, one for 45 min at work so i had to hang up and try later,and then one for an hour, which at the hour point they hung up on me. HELP!!!

  Business Response

  Date: 12/14/2023

  Innovative Partners takes any customer service concerns very seriously. Please note that Innovative Partners does not market or sell insurance or health plans. We are sorry to hear that your customer service experience was not as expected. Upon investigation it seems that the customer reached out directly to the agent/agency and spoke with their internal customer service team rather than our corporate office. On review, the consumer was immediately provided with a refund per our policy. The consumer was refunded as of 12/13/2023 5:46:22 PM EST and a copy of the refund receipt was provided to BBB and the customer. Furthermore our Escalation Team has already reached out to the consumer to let them know about the refund and to discuss any further concerns or questions the consumer had. 

• Initial Complaint

  Date:12/12/2023

  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 called about health insurance on 10/28/2023 And stated spouse needed for cataract surgery and told me it would cover it., but had a waiting period of 30 days. I called back to confirm was put on hold for long periods of time. And was told again was eligible for cataract surgery.so after scheduling appointment was told they dont cover for cataract surgery and wont refund my money back because its been over ***************************************** representing there selves. I feel like I deserve to have a full refund

  Business Response

  Date: 12/29/2023

  Innovative Partners takes any customer service concerns very seriously. Please note that Innovative Partners does not market or sell insurance or health plans. We are sorry to hear that your customer service experience was not as expected. Upon investigation it seems that the customer reached out directly to the agent/agency and spoke with their internal customer service team rather than our corporate office. On review, the consumer was provided with two refunds to address their concerns and their plan was cancelled as of 1:42 PM on Dec 14.

  Furthermore, the consumer was refunded as of 12/14/2023 2:00:33 PM EST for $234.20 as well on 12/14/2023 2:00:49 PM EST for $284.20 and a copy of the refund receipts was provided to BBB and the customer. Our Escalation Team has already reached out to the consumer to let them know about the refund and to discuss any further concerns or questions the consumer had. We have not heard from the customer despite reaching out via email and phone call.

  Customer Answer

  Date: 12/29/2023

   
  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:12/05/2023

  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.

  We were lied to by an employee named ****. When we were looking into the insurance we asked questions about what the insurance covers, doctors appointments, dental, chiropractor and so on. He said everything was covered just a $25 copay which we agreed was ok. Come to find out after my 5 year olds dentist appointment we were informed that we dont have dental and if we did want it we would have to pay an additional $89.99 for dental when the guy we spoke to said EVERYTHING WAS COVERED we had everything. I have tried calling the company multiple times with no answer/reply. We want our money back and this insurance canceled and no more money taken from us so we can get a different insurance for our children since we were mislead and lied to.

  Business Response

  Date: 12/04/2023

  Hello,

  We are not the correct Innovative Partners this consumer is filing a complaint against. They are Innovative Partners LP. we are Innovative Partners, LLC. This complaint is not meant for us and we would like it removed from your records and online postings. Below is a copy of the standard email template we are now forced to send out to consumers who are complaining and inquiring about this other company's products and practices.

  Dear Sir or Madam,
  
  Thank you for your email however, we do not have you listed as a client of ours. Weve been getting an increasing number of calls and similar email inquiries. There is another company with the same name selling individual MEC plans. We DO NOT sell these types of plans and we are NOT the same company. We suggest you try reaching out to them directly or try contacting the agent that sold you the policy.
  
  For your convenience, we have listed the information weve been able to ascertain:
  
  **************
  ***********************************
  
  Innovative Partners, LP
  ****************************************;
  Suite 207
  ************* ** 33071

   

  Additionally, see contact information I recently received from a state of PA ******************** investigator. I have also attached this email for your verification.

   

   

  Business Response

  Date: 01/03/2024

  Innovative Partners takes any customer service concerns very seriously. Please note that Innovative Partners does not market or sell insurance or health plans. We are sorry to hear that your experience with the enrolling agency was not as expected. While we are not privy to the customer's conversation with the enrolling agency, copays of $25 are a feature of our plans. Upon investigation it seems that the customer reached out directly to the agent/agency and spoke with their internal customer service team rather than our corporate office. On review, the consumer was provided with a refund to address their concerns and their plan was cancelled as of 5:06 PM on Jan 3 and a copy of the refund receipts was provided to BBB and the customer. Our Escalation Team has already reached out to the consumer to let them know about the refund and to discuss any further concerns or questions the consumer had. We have not heard from the customer despite reaching out via email and phone call.

  Customer Answer

  Date: 01/04/2024

   
  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:11/28/2023

  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.

  On 10/17/23 I was contacted by a benefit coordinator for the affordable care act from Innovative Partners. After the agent explained the policy in full detail, I decided that it was something that I was interested in. I gave him my credit card info and paid $496.28 which included a ****** application fee. After receiving the brochure on the policy I found out that hospitalization was not included (only the discount that the medical provider absorbs) not the $100.00 per day co-pay that I was quoted. After talking to 4 customer service reps., I decided to cancel the policy before it even started. I provided proof of insurance that they requested and followed up with several phone calls only to be hung up on when I told them I wanted to cancel. I have sent 4 emails with my request to cancel only to be ignored. Only after reporting them previously to BBB did they call me, only to argue about coverage and hang up on me again. I am disputing the original charges and the reoccurring monthly auto-draft that have now charged with my credit card company. I suppose that is the only way to receive a refund for the fraudulent policy that they sold me.

  Business Response

  Date: 01/11/2024

  Innovative Partners takes any customer service concerns very seriously. Please note that Innovative Partners does not market or sell insurance or health plans. We are sorry to hear that your experience was not as expected. Unfortunately we are not privy to the customer's conversation with the enrolling agency or the agent they spoke with at time of enrollment. Upon review we do not have email correspondence with the customer but we have terminated/cancelled the customer's plan as of Jan 11, ****. In addition the consumer has been provided with a refund in the amount of $1238.84 (in 3 separate transactions) to address their concerns and a copy of the refund receipts were provided to BBB and the customer. Our Escalation Team has already reached out to the consumer to let them know about the refund and to discuss any further concerns or questions the consumer had.

  Customer Answer

  Date: 01/11/2024

   
  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.
  
  ************************************************

• Initial Complaint

  Date:11/15/2023

  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.

  Very bad business they sold me health insurance never got any email or mail with my id cards this is ridiculous

  Business Response

  Date: 11/29/2023

  The team at Innovative Partners spoke to *************************** on November 20, 2023. His complaint was that he had not received a copy of his policy and other documents regarding his health plan. Upon investigation, it appears that his email address was improperly entered into the system with a dash instead of an underscore, and he did not receive a copy of his health plan package. It also appears that he only received a hard copy of his dental plan ID card in the mail and did not receive a copy of his health plan card in the mail. Upon entering the correct email address, we were able to promptly send him all of the documents requested. We have also mailed him new plastic ID cards. Thank you very much for bringing this matter to our attention and we were glad that we were able to satisfy ****************.

• Initial Complaint

  Date:11/02/2023

  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 9/22/2023 I called this company because their number was listed on ****** under the business name "Covered **********". I had received a letter from Covered ** discontinuing my previous healthcare plan in error, so I was calling to sort out the confusion. When I first spoke with Innovative I believed I was speaking with an agent of Covered CA. I explained my situation and they told me I needed to give them my credit card info again and the problem would be fixed. I did so.They did not tell me that they were an insurance company based in *******, or that I was opening a *new* insurance plan. I never meant to do business with "Innovative Partners" and they took my credit card number under false pretenses.When I discovered that neither Covered CA nor ****** Permanente had any record of my payment. I called the Innovative Partners' billing **** back to find out what had happened. My understanding from that phone call was that the initial $524.23 charge from 9/22 would be refunded.On 10/11 I received a letter congratulating me on my new plan with Innovative Partners. The letter said I could cancel within 30 days. I called immediately, but was told I couldn't cancel my plan until 60 days *after* I had signed the contract. I informed them that I had never signed any contract or verbally assented to starting a new health plan. They told me they would escalate a request for my policy to be canceled and I should receive a phone call back within 48 hours. I have this conversation recorded. I received no follow up call.On Oct. 24th, Innovative charged my card again for $474.23. I called again on the 29th and 30th and received no answer. I called back on 11/1 and spoke with a representative who insisted I had signed a contract, the proof had already been emailed to me and they could not resend my proof of signature because they "didn't have it".I have cancelled my credit card to avoid future fraudulent charges but I need to be refunded in full.

  Business Response

  Date: 11/07/2023

  Upon receiving your inquiry, I was asked to conduct an investigation. I personally spoke to ********************************* and it appears that she clicked on a sponsored link that went to an Internet lead provider who forwarded the call to one of our independent marketers. It is clear that she thought that she was contacting the **************** Insurance Exchange and did not mean to contact a private company. I personally apologize for the confusion and have already canceled her policy and processed her refund which will appear on her charge card. Thank you very much for bringing this matter to our attention so that we were able to address ******* concerns. *************************, Innovative Partners Compliance

• Initial Complaint

  Date:10/12/2023

  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 signed up for medical insurance through Innovative Partners on Sept. 07, 2023. Upon signing I was informed that I had 30 days to cancel and receive a full refund. I contacted their them at ************ ***************** No. from email) on October 04, 2023. I requested to cancel my account, was put on hold, then my call disconnected. I called again and I was able to reach a representative. I requested to cancel my account which I was then put on hold. After being on hold for some time, another rep answered. I repeated the information I gave to the first rep that I spoke with. After being on hold again the rep processed my cancellation, confirmed that my account is cancelled and a refund would be applied within 5 - 7 business days. I reviewed my credit card and instead of a refund, I was charged for another month. I immediately contacted Innovative Partners at *************. The rep I spoke with ************, informed me that they did not have record of my call from 10/04. I told them I have phone record showing the call I made on 10/04. They denied my proof. I asked to speak with a manager. She stated there was no supervisor available. I asked to speak with that person's supervisor. She stated she is the manager and that I would get the same answer at which she disconnected my call. I called again and confirmed with that rep that my last call was recorded, which the rep. I was transferred again to ***** P to cancel my account. In the process of cancelling the account the she did not like how I answered YES and disconnected my call again. I called back and was finally able to cancelled the account. I asked to be on the line until I get a confirmation of the cancellation (via email). I was denied the request and she immediately disconnected my call once again. I received confirmation via email of my cancellation but did not state any refunds.

  Business Response

  Date: 10/31/2023

  The matter has been investigated by our office and we did determined that the individual did request a refund, but for some reason it was not properly process. An email was sent to the customer today informing her that she will be receiving a full refund credited to her MasterCard account. Thank you very much for bringing this matter to our attention so that we  were able to assist ***************.

• Initial Complaint

  Date:10/05/2023

  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.

  so my health insurance ran out I received messages to my phone to pick plan, so I called made plan , witch I had paid and the plan doesnt exist I have receipts and phone numbers

  Business Response

  Date: 10/26/2023

  After some difficulty, we were able to speak to ****************. He requested a cancelation with a refund. We were happy to comply, his refund has been processed by crediting the card that he used to bake the purchase. Thank you for bring this matter to our attention.