ComplaintsforSun Health & Dental, LLC.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/08/2024

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/06/2023

  See attached response.

  Customer response

  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,
  
  *****************************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired a service from Sun Health and Dental online, as a prepaid health insurance and since they are not an insurance and they service is insufficient I decided to quit their service. To cancel they ask me to mail a letter and ID card I never got from them on the first place. The process for cancellation is purposely difficult and they harass you over the phone to pay them a service you are no longer getting. They claim to be a No Contract company, yet you have to send a letter 30 days before cancellation.

  

  Business response

  04/18/2022

  Mrs ******* has been a member of Sun Health and dental plan since June 2021. Mrs. ******* has used the plan multiple times during the course of her time with the plan. Mrs. ******* account has not been paid for over two months and when she was contacted by our collections department she said that she was not going to pay her open balance to cancel her membership. Our customer service department have called her on several occasions but she refuses to answer our calls. We have sent her various SMS messages to her phone with instruction on how to cancel her membership but she refuses to comply. I have attached her membership agreement and a copy of all communications with Mrs. *******. You will also notice on the images that she sent the BBB that she has several communications from our office with the explanation on how to cancel 

  Customer response

  04/19/2022

  
  Complaint: 17004209
  
  I am rejecting this response because:

  I never mentioned not paying any balance, every call I received was in my working hours and the only call I was able to answer at work the agent treated me rudely and hung up on me. Since then I only receive calls that play an automatic message mentioning I owe Sunhealth and to call them back. Im not here complaining about the service wich I even recommended to friends and family I’m just rejecting the archaic method of cancellation that requires a hand written letter sent by mail when I even signed documents online to get this service. I’m out of the country, where is hard and expensive to even answer your calls and  You ask me to mail an ID card you never sent me in the first place and write and mail a hand written letter. I just want a normal cancellation process like the one I used when I hired the service. Letters in my country take months to be delivered if ever. Send me the check and cancel my subscription.
  
  Sincerely,
  
  ****** *******

  

  Business response

  06/01/2022

  Re: Response to Complaint - Member ******** ******
  To whom it may concern,
  I have completed an internal investigation into the complaint filed by member “*******, ****** “and our finds are listed as follows.
  Mrs. ******* enrolled in Sun Health & Dental using our self-enrollment portal on 6/23/2021
  Mrs. ******* signed and agreed to the terms and conditions as outlined in the membership agreement.
  Mrs. ******* used the plan extensively and had multiple appointments scheduled by our customer service team. (See attached)
  Mrs. ******* never contacted our office nor complied with the terms of the member agreement to cancel her membership.
  Mrs. ******* claims to have never received her membership cards, but providers that Mrs. ******* visited have copies of her card on file. All Sun Health & Dental members are required to show their membership cards and identification at the providers office to verify coverage.
  Mrs. ******* membership was cancelled since 5/13/2022, she still has not complied with the terms of the membership agreement and has not returned her membership cards to our offices.
  
  Mrs. ******* complaint is without merit and has been filed in an attempt to circumvent her responsibilities to return her membership card.  If you have any further questions please feel free to contact me during normal business hours or via email. Thank you
  
  Sincerely
  ***** ** ***
  President CEO – Sun Health & Dental 

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have tried numerous times to cancel this policy. My mother originally created the plan for me as she wanted me to be insured. I have moved away from Florida and contacted this company by phone, confirming and authenticating all information on my account. They continue to harass my elderly mother who herself tried to cancel this subscription. This is totally unacceptable. When I spoke with them numerous times on the phone they always say I have to send a physical letter to them with the cards I received from them at the start of my plan with them. I lost those cards in the move to North Carolina and now have no way of cancelling this policy at all. I am filing this complaint because I NEED HELP. This company WILL NOT listen to me when I tell them I am NO LONGER interested in their services. If this continues on the way it will I will begin looking to take legal action as they are not providing me a reasonable way of cancellation and they are impacting me and my family’s mental health, causing undue stress. Thank you for your time and understanding.

  

  Business response

  04/18/2022

  Mrs ***** enrolled with Sun Health and Dental in December 2020 she called our offices in August 2021 requesting to cancel her membership the customer service agent informed her that as per the membership agreement she needed to send a letter requesting to cancel her membership and to include the membership cards that she was sent. The membership agreement which I have attached is very clear on the cancellation process. She signed this agreement and later we sent her via SMS message ( see attached communications log) she was sent the same information. As of today Mrs ***** has failed to comply with the simple process of writing a cancellation request and mailing back her membership cards. We will be happy to complete the cancellation of her membership once we have received both the letter and cards. 

  Customer response

  04/18/2022

  
  Complaint: 16934632
  
  I am rejecting this response because: I am no longer in possession of the membership cards. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  06/01/2022

  To whom it may concern,
  I have completed an internal investigation into the complaint filed by member ***** ***** “and our finds are listed as follows.
  Mrs. ***** was enrolled by an independent field agent on 12/6/2022
  Mrs. ***** elected for our Health Plus plan and added the upgraded dental coverage Dental Preferred
  Mrs. ***** digitally signed the enrollment agreement on 12/06/2022 to complete her enrollment became a member of the Sun Health & Dental on 12/6/2020
  Mrs. ***** failed to pay any of her monthly membership fee’s after 12/06/2022
  Mrs. ***** was contacted after many attempts on 8/23/2021 (see attached recording) and asked to cancel her plan and agreed to send back her membership cards as a condition of processing her cancellation.
  Mrs. ***** never complied with the terms of the membership agreement regarding cancellation and never sent back her membership cards.
  Sun Health & Dental has incurred expenses in servicing her membership in paying for sales commissions to the agent responsible for her enrollment, payment to network providers for each month that she failed to pay her agreed fees.
  Mrs. ***** has been placed in collections and the last time any person from Sun Health & Dental has called Mrs. ***** was back in March 21, 2022 (see attached communications log).
  Mrs. ***** complaint is without merit and has been filed in an attempt to circumvent her responsibilities. If you have any further questions please feel free to contact me during normal business hours or via email. Thank you
  
  Sincerely
  ***** J. ***
  President CEO – Sun Health & Dental 

*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. ↩