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:01/03/2025

  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 paid for a plan for health and dental benefits of about $48 per month. I decided to cancel in early February of 2024, and this is when I was told that to cancel I had to return a member card they gave at the beginning of the membership. I did not return it as I had lost it and I was never instructed on what to do if it was lost, nor was I informed of any other way to cancel the policy. I called again because I was still getting charged for services, which I never used since I sought cancellation. A representative named ******* berated me and said it was my fault for not asking about another way to cancel. This is finally when she disclosed that writing a letter seeking cancellation was another option, as well as an online cancellation option that I was supposed to receive the *** for. I never received the *** and I am still receiving daily messages and calls from this company seeking "overdue payments." I even had to place a Stop Payment Order with my bank in August 2024! I want: 1) refund for payments for March - July (I have included the total in money paid to the business), 2) cancellation of my account, and 3) to never hear from this company again.

  

  Business Response

  Date: 01/06/2025

  Dear ***** *******,
  
  Thank you for bringing your concerns to our attention. At Sun Health & Dental, we strive to provide clear and transparent communication to all our members and regret any frustration this situation has caused. We have thoroughly reviewed your account and call history to better understand your experience.
  When you initially contacted us in February 2024 to cancel your membership, our representative informed you of the cancellation process as outlined in the terms and conditions you agreed to upon enrollment. Specifically, cancellation required returning your member ID card(s) to avoid any further charges. Unfortunately, we did not receive the cards and were unable to process the cancellation.
  
  We understand you later indicated that you had lost your cards and were unaware of alternative options. We apologize if this was not communicated as clearly as it should have been during your earlier interactions. However, when you called us again in October 2024, our team provided two alternative cancellation methods: submitting a written request or paying a $10 "no card" cancellation fee. Unfortunately, we did not receive follow-up from you via these methods, and the account remained active under the terms of your agreement.
  
  To ensure full transparency, we have attached:
  Our Cancellation Policy: This outlines the steps for cancellation, as explained during your February call.
  
  Relevant Call Recordings: These recordings confirm the information provided by our representatives regarding the cancellation process.
  
  
  
  To address your requests, we would like to offer the following resolution:
  Account Cancellation: We will immediately cancel your account with no further action or payment required from you.
  
  Balance Forgiveness: We will waive any outstanding balance on your account as a goodwill gesture.
  
  While we respectfully maintain that charges between March and July 2024 were valid per the agreement and the policy remained active due to incomplete cancellation, we hope this resolution demonstrates our commitment to resolving this matter in good faith.
  
  We appreciate your understanding and hope this resolution meets your needs. Should you have any further questions or concerns, please feel free to contact us directly at ************.
  
  Sincerely,
  ***** ************************* Manager
  ********************** & **********************

• Initial Complaint

  Date:08/28/2024

  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'm being contacted and I'm not a member and never have been. I received a text saying the following: SunHealthFL: Your child is due for a well visit. Call their PCP to schedule shots, tests, and treatments your child may need today! Reply STOP to cancel.I just thought it was weird being contacted by a company that I've never signed up for

  

  Business Response

  Date: 08/28/2024

  To whom it may concern,

   

  Thank you for providing this complaint. I searched our membership portal and did not find any memberships or leads with ************** tied to it. Again, if you received one of our messages, we in compliance with Florida state law by having a "STOP" message option, feel free to send the stop text, this will prevent any future inconvenience. As soon as you press stop you should not receive any further text messages from us. I do not believe this warrants a complaint as we are in line with the law. I will attach evidence below.

   

  Respectfully,

  Aniura Mayor
  

• Initial Complaint

  Date:08/02/2024

  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.

  On February 8, 2024 I called customer service and spoke with a representative informing them I would like to cancel out the policy for my son. My insurance agent provided me a copy of the requested acknowledged by the health plan. However, Sun Health did not cancel the policy and continued to charge me for an additional 6 months to my credit card. There wasn't any way to have them stop charging me and had to request my credit card to process the credit. Upon the charge back, Sun Health has called me numerous time and texted me with harrasing to send me to collection if I don't pay. I would like to get a contact phone number at the State level and inquire if this type of harrassment or threats are regulated by the State after I requested a cancelation. Charging a client after they have requested a cancelation and threats to place them in collection is clearly an unethical behavior.

  

  Business Response

  Date: 08/08/2024

  Sun Health
  ***************************
  **************************
  *****************************************************
  August 8, 2024
  To Whom it may concern,

   

  Subject: Response to Complaint Regarding Membership of ************************* ***********************
  I am writing in response to the complaint ************** submitted on behalf of her son, ************************* ***********************, concerning his membership with Sun Health. As you are aware, **************** membership commenced on September 28, 2023, and was terminated on July 17, 2024.

  
  On February 8, 2024, ************** contacted us to request the cancellation of his plan. Per the cancellation policy outlined in the agreement he signed upon enrollment, he was advised that he could either mail us his membership ID card or provide a brief letter explaining his reason for cancellation. A review of the attached recording indicates that ************** acknowledged and agreed to these requirements. However, we did not receive either the membership ID card or a cancellation letter from him.

  
  As a reminder, our membership operates on a month-to-month basis, unlike traditional health or medical insurance plans, which often require an annual contract. This means that, had ************** intended to cancel his membership effective February 8, 2024, he would still have been responsible for one additional payment. This is because our policy stipulates a 30-day notice period before the next billing cycle, accompanied by the return of the membership card or a brief letter.

  
  On July 17, 2024, a note was added to **************** account indicating that you contacted us, expressing dissatisfaction. We informed you that ************** could send a brief email stating his reason for cancellation, and his membership would be automatically terminated. We subsequently processed the cancellation, and his membership was terminated in our system.

  
  Following this, we received notification that ************** had reported our charges as fraudulent to his bank, resulting in chargebacks. I would like to clarify that under no circumstances were our calls to ************** harassing. The only calls documented in our system are from February 8, 2024, and July 30, 2024. I will attach call record below.

  
  Please be advised that any calls not made by ************** himself are not registered under his account. As ************** is over 18 years old, membership details can only be accessed by him or another dependent listed on the account. It is also noted that you are not registered as a member in our plan.

  
  Enclosed, you will find a copy of the signed contract by **************, with the relevant section of our cancellation policy highlighted for your reference.
  Should you have any further questions or require additional clarification, please do not hesitate to contact us.
  Sincerely,

  
  Aniura Mayor
  ***************************************************** 
  

  

  Business Response

  Date: 08/08/2024

  This is the recording that was too large to attatch in previous response.

• Initial Complaint

  Date:05/31/2024

  Type:Order 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 have been trying to cancel their plan for 5 months now. I had to cancel my credit card because they kept charging the credit card and they wont cancel it. As they requested, I mail their insurance card, and they lost it. And now they want me mail a letter that the letter didnt arrive. After you cancel they will continue annoying you because now you have to send a letter telling them that you have to cancel because they didnt receive the insurance card. An email or a phone call wont work, what kind of business is this? that havent adapt to 21 century and you have to continue to send mail. Never used their medical service, but if they made this whole deal for a cancellation, imagine when it came time to cover expenses. I want them to stop calling me, harassing me and threating me that they will take my to collection if I dont pay. But I just want to cancel their service.

  

  Business Response

  Date: 06/17/2024

  Dear Better Business Bureau,
  I am writing in response to the complaint filed by ******************* regarding our membership cancellation process and communications from our collection department. Our company, Sun Health & Dental takes all customer feedback seriously and strives to address concerns promptly.
  Ms. ******************* was indeed contacted by our management on May 31st, 2024, and her cancellation request was acknowledged and processed. I have reviewed our records, and the cancellation confirmation, as attached in the provided screenshot, clearly indicates that her request was finalized.
  Regarding the concerns raised about our collection practices, I would like to clarify our procedures. Our policy is to contact members on a monthly basis if they have opted out of automatic billing. This is done with the intention to assist our members during challenging economic times and to prevent payment issues that could affect their coverage. It is important to note that these calls are not intended to harass but rather to provide support and ensure continuity of service.
  Our cancellation policy is designed to be straightforward. Members are required to either return their membership card or submit a brief letter indicating their desire to cancel. This policy helps us manage our membership effectively and ensures that members have a clear process to follow when opting out of our services.
  Unlike traditional insurance plans that often require annual commitments, our memberships are offered on a month-to-month basis. We believe in providing flexibility to our members, allowing them to easily cancel or re-enroll as per their needs. We do not engage in practices that obligate members to stay against their wishes.
  At Sun Health & Dental, we are committed to transparency and customer satisfaction. We appreciate the opportunity to clarify our policies and procedures in this matter. If Ms. **** has any further concerns or if there are additional details you require from us, please do not hesitate to contact me directly at *********************************************************.
  Thank you for your attention to this matter.
  Sincerely,
  ****************

• Initial Complaint

  Date:03/20/2024

  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.

  We subscribed for the membership in SunHealth a half of a year ago and now it is time to cancel it. I cancelled it on March 18. Even though the due date is March 20 and I cancelled it before the date, they still charged me $59 and they said that it happened, because I didn't answer their call which was on the morning of March 20. The representative tried to mumble something about the agreement and she promised to send it to me, but she didn't.

  

  Business Response

  Date: 04/22/2024

  Mr. ********* enrolled in Sun Health and Dental plan on 11/20/2023 and signed and agreed to the terms and conditions of the plan, please see attached document. According to the terms and conditions Mr.********* was to first notify our office 30 prior to the cancellation of membership, send by membership cards sent and must have his account current with no outstanding balance. Mr. ********* did not call or mail us his request to cancel the membership 30 days prior to the cancellation being processed. Mr. ********* never mailed back the membership cards as required as outlined in the terms and conditions of the agreement. Mr. ********* membership has been terminated effective 3/20/2024. Mr. ********* has not complied with the terms and conditions of the membership agreement as clearly stated in the attacched document that he signed.  

• Initial Complaint

  Date:11/29/2023

  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.

  We used them briefly for what we were explained as health and dental coverage as well as prescriptions and then we found that this wasn't exactly as it was explained. We then went back on the insurance of our previous employer and called to cancel. They told me they couldn't do that over the phone and there were no emails. I had to write a letter. They were constantly contradicting themselves. It went from oh we can't automatically charge you to once I wanted to cancel charging me automatically. I sent the letter to which they claimed they didn't receive and I told them not my issue I did as asked. When I asked for a manager to return my call they never did. But they will call to ask for payment all the time. Finally I contacted my bank and stopped payment and had to open a whole new account due to this. Then they emailed me, wow thought they didn't do emails. So I responded with an email in english and spanish in case there was a language issue and told them to leave me and my husband alone. At this point this is harassment and we are not using them nor will we ever. They are if not a scam really close and when I told them to pull their recorded lines they refused. I want them to leave me and my husband alone for good. I am attaching the email I sent in October. Technically they should reimburse me for any money they took from March of this year until I think it was July or August but I just want them to leave us alone and be done.

  

  Business Response

  Date: 12/14/2023

  We have reviewed Mrs. ********* complaint and this is the findings.  

  Mrs ********* enrolled in SuN Health & Dentals DMPO plan 10/28/2022 and signed the enrollment agreement and accepted the terms and conditions of the plan. This acceptance of the terms and signature was captured usiing digital signature from email or text message sent to member. Signed agreement is attached to the response to the complaint 

  The member provided credit card information and agreed to monthly automatic payments for her membership in the plan 

  According to our appointment scheduling system our customer service department scheduled two appointment for ********************* in November 2022. 

  According to our communications systems we recieved a call from a number other than the one in the members contact information requesting to cancel the membership. The customer service agent expalined the cancellation policy and procedure as it appears in the membership agreement that ******************** signed. 

  ********************* never complied with the cancellation policy never returned the the membership cards, never complied with paying the final open balance left in the account and furthermore threatened both legal action and providing negative reviews on our services on social media

  ********************* account was left with an open balance of $295.00 in unpaid membership fees. 

  ********************* account was cancelled effective today 12/14/2023, and she will no longer receive calls or messages from Sun Health and Dental 

  Mrs.********* balance may be sent to collections agency for future action. Accordingly ********************* has not complied with the cancellation policy of Sun Health & Dental and has not returned the membership cards 

  Customer Answer

  Date: 12/28/2023

   
  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.
  However I would like to say that while I did sign that most of what they said was never explained and as I stated as one of my reasons for canceling was the fact that they advertised it one way and it was another. I agreed to automatic payments yet they called me every month to make the payment except when they felt like it and then they told me there was no email but however you see there are emails everything this company said is contradictory.they can send it to collections I do not care about that and they never asked me to send back the cards. They said I had to put it in writing and send a letter. There was no other way to do it. I did that and they still say they didnt get that, so how the h*** would they even know if they did or didnt get the cards. either way I accept and Im done with this company. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/26/2023

  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.

  We uiero reporter este negotiate porque estan enganandona Las personal por LA television y LA internet ofreciendo services falsos mintiendo Para queblss personas se pongan en una menbresia en su planes medics y dentales y es mentira nada *** cobras una mensualidad y desires no quieren quitar a Las personal del plan am I me cobraron 15 porbtes messes y fui al dentista y no Era lo que ****** dice del descents de Un 60% o ***. Ahora no me quiern salary delmplan si el acierdo es que a list tres meses Las personal se pueedan salary me dijeron que mandebuna Carta con LA targets del plan Para poker savmxarme lo hide y Antes lis lame el mes antenna pasadoben mayo y dice queble debo todavia y Para quitsrme quiren que lesnpague el mes ******* 15 ******** O si no no me wmquitan aunquenles haya. mandado LA Carta con ********** explicando porque me quiero salar del plan .ahora me quiern mandar a collection piorque no pueden samar el Dinero de mii cuenta .yo na da *** fui una vez al dentista y *** Para una limpieza y evaluacion

  

  Business Response

  Date: 06/27/2023

  Dear **********************************,
  We regret to hear that your expectations with Sun Health & Dental were not met.
  We understand that ***************************** became a member on April 6th, 2023, and utilized her plan on April 21st. We have noted that she submitted a request to cancel her plan on June 5th. In order to provide further clarity regarding the billing and cancellation process, we would like to highlight the following details:
  *******'s monthly dues are billed on the 5th of each month. Considering her cancellation request was made on June 5th, it is important to note that if she wished to avoid being charged on that particular date, the cancellation request should have been submitted 30 days prior, as per our policy. Additionally, returning the membership card to us is also a requirement for cancellation.
  Despite these specific requirements, as a gesture of goodwill, we have promptly processed the cancellation of her membership, and any pending payment related to her account has been waived..
  To provide further clarity, our comprehensive cancellation policy is as follows:
  If you cancel for any reason within 30 days after the effective date, you will receive a full refund of the paid membership fees, excluding the application processing fee.  If the member has received services or benefits during this period they are not entitled to a refund of any portion of the membership. If the member wishes to cancel coverage they must call 30 days before termination date and return membership cards to Sun Health & Dental. Only the primary member or membership owner may request cancellation. 
  Once again, we deeply apologize for any inconvenience caused. Should there be any further questions or concerns, please do not hesitate to reach out to our dedicated customer service team.
  
  
  Best,

  Sun Health & Dental

• Initial Complaint

  Date:04/13/2023

  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.

  They keep sending unsolicited items to my elderly father. They have no phone number on the shipping invoice so I cannot call them to find out why this keeps happening. I just want them to stop.

  

  Business Response

  Date: 05/17/2023

  We have been receiving multiple complaints from other elderly person regarding calls that they are getting offering free covid test and other services. We are not that company, it seems that these company or person is using our company name illegally and we have not been able locate the person or the name of this company. We have also received information that this company is billing ******** for these services. If the person that filed this compliant has any information that they can provide ** with we will be notifying State and Federal law enforcement  to press charges. They are effecting our business and we provide no services to the elderly community 

• Initial Complaint

  Date:10/26/2022

  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 cancelled this plan because it was not real insurance and did not benefit me at all. I cancelled a year ago when i found out i was pregnant and enrolled into an insurance through healthcare.gov. I called them multiple times to cancel and they requested to send them my membership card in the mail which i did do. They have been harassing me ever since saying they never received it and told me they sent whatever payments i was supposed to make in the last year to collections. I feel that they are taking advantage of their members by saying they didnt receive the card and keeping my plan open even after i attempted to cancel multiple times. I should not have to pay them anything especially because i have been paying for real insurance for the past year and not using their services.

  

  Business Response

  Date: 02/06/2023

  See attached response.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18318634
  
  I am rejecting this response because I did mail in my card and was still being charged for something i was not using. On top of that I did not give consent for the business to send my personal information to a collections agency and they are violating HIPAA laws. 
  
  Sincerely,
  
  *****************************