ComplaintsforNationsBenefits, LLC

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Initial Complaint
06/24/2024
Complaint Type:
Delivery Issues
Status:
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.
I Placed a order for$51.43 on 4-24-24 The order was approved and I have trasaction numbers. Order was never shipped. I have call for 8 weeks to try and get a refund. All i ever get is they are working on it. The order was placed on my athem benefits card. ***** the money put back on my athen card
Business response
06/28/2024
We apologize for any inconvenience caused by this issue. Our team reached out to the member on June 24, 2024 and issued a replacement order. It is scheduled to be delivered on July 02, 2024, via ***** with tracking number ********************. Thank you.
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paid $1599.99 for hearing aids and submitted a reimbursement claim to Nations Benefits for *********** Health provider on Feb 19, 2024 and they have not taken any action to reiburse. Have called several ************ stated it should be completed by 3 mos from date of service now it is 4 mos
Business response
07/02/2024
We apologize for the member's experience. We have confirmed that the reimbursement request of $1599.99 has been approved. The member can expect to receive the check within 7 to ************************************* clarification be required, please don't hesitate to contact us.
Customer response
07/02/2024

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
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was recently put on disability due to a heart condition. I chose Viva healthcare which is a highly rated ********* advantage) plan to cover my healthcare needs. They are partnered with Nationsbenefits for additional value and specific needs which includes an available ( hearing benefit) allowance. This benefit was highly pivotal in my decision to join Viva healthcare as I have hearing deficiency and it is getting worse. The benefit can be accessed in two ways. You can schedule an appointment with an audiologist at a hearing center - or take an online hearing test with results in the comfort of your own home. I chose to take the test online and see my results instead of arranging ANOTHER office visit and arrange transportation to and from the appointment. Once I took the online test I was shown I have (moderate) hearing loss in both ears. I suspected this already. Once the test was complete there is an option to choose a pair of OTC hearing devices to support my hearing loss. I was hoping this would possibly improve my isolation from daily life due to lack of clear hearing and comprehension. I was notified there would be an email stating the order has shipped once it was "processed". Weeks later, my order is still "in process". I have called their 24 hour helpline 2X with no resolution or reason for delay. Plus I've emailed as well with no response. I now want to abandon this plan due to poor support and feel misled over the benefits offered by Viva and Nationsbenefits. I want to patiently warn others of this unexcusable, poor support for those who may look to depend on their services for their healthcare needs. Be warned!
Business response
06/18/2024
We apologize for the frustration caused by this experience. Our records indicate that the member independently placed a hearing aid order via our Digital Hearing Experience (DHE) portal on May 18, 2024. Prior to processing any order through this portal, our team conducts a thorough review of the members hearing health questionnaire to determine if the member is a candidate for this option. This process includes speaking with the member to determine if they have the technological requirements for this option. Despite multiple attempts, we were unable to establish contact with the member via telephone. Voice messages have been left. We kindly request to be contacted at ************ Ext # *******. If it is determined that the member is a candidate for DHE, the order will be processed.
Customer response
06/21/2024

Complaint: 21803619

I am rejecting this response because: I reject the claim that anyone from Nationsbenefits has attempted to contact me. Much less there is no validity to their statement that anyone left any messages, thats unequivocally false. If the number now provided will connect me to someone who can help resolve this complaint I will attempt to reach nationsbenefits again. I would not have reached out to BBB to assist in reaching a resolution if all this was as simple as the respondent makes it seem. I am not satisfyed nor is my complaint resolved at this point on this date.

Sincerely,

***************************
Business response
06/28/2024
We have been unable to reach the member at the number provided/on file. Multiple attempts and voicemails were left each time. Please see below the dates and times of our attempts:
May 31, 2024 at 03:54 PM
June 05, 2024 at 04:41 PM
June 07, 2024 at 03:24 PM
June 25, 2024 at 03:31 PM
June 26, 2024 at 12:54 PM
To proceed with the hearing aid order, we kindly request to be contacted at ************ Ext # ******* at your earliest convenience. A verbal pre-screening is required before we can ship the devices. This ensures we are providing the most efficient care for your overall hearing health. Thank you.
Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
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.
On 5/31/24, we tried to spend our $86 of OTC money at CVS, but the card was declined: "alternate tender needed.This has been going on for five months where we have had trouble making purchases with our monthly allowance. The card is supposed to work at CVS.
Business response
06/04/2024
We apologize for the experience. Based on the information provided, we are unable to locate an account for the member in question. To promptly address this issue, we kindly request that you provide us with the members unique ID number. Once we receive this information, our team will thoroughly investigate and work towards a timely resolution. We appreciate your cooperation and understanding. Thank You.
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered two 42 oz cartons of rolled oats, at a cost of $18. The company replaced the items with a a quick oats cheap substitute (Hospitality Quick Oats, 42 oz), which are for sale online at $3.89 each (see site info below). I called the company to replace the original items, which they later declined. I called the company to discuss the decision with a supervisor, and they refused to discuss it with me.************************************************** Order ID: *********** Reshipment Declined
Business response
05/29/2024
We apologize for the member's experience. Upon review , we have confirmed Order ID: *********** contained two Oats, Old Fashioned, 42 oz, valued at $9.00 each pack, placed on April 27, 2024. As a courtesy, a refund of $18.00 will be issued by no later than June 3, 2024 to prevent loss of refund during the monthly benefit reload.

A reshipment request was received on 04/27/2024, it was declined due to our disclaimer stating that products may be changed depending on availability and If a product is unavailable or not in stock, then it may be substituted for a similar product at no additional charge. Some products may vary depending on the manufacturer. It is also important to note that the images presented on our website are for reference purposes only and may differ from the actual product received.

Should you require further assistance or clarification, please do not hesitate to contact us.
Initial Complaint
05/06/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Nationsbenefits provides OTC products as a benefit of my HAP CareSource health insurance. My member number was *********. On 4/17/2024 I placed an order for 6 items totaling $149. I had $150 of available credit at the time. The order number was ***********. I received my shipment several days later containing 5 of the 6 items ordered. I assumed the missing item, a bed wedge priced at $55, would arrive in a later shipment. When I still did not receive it by 5/6/2024, I called to inquire about it. I was told that since my HAP ******************** expired on 4/30/24, they were unable to reship the missing item. I was fully entitled to receive this item at the time it was ordered. The fact that Nationsbenefits made a packing error and did not include all of the ordered items should not fall on the customer, The fact that my account was terminated at a later date should have no bearing on an order that was made on an account that was active and funded at the time of ordering.
Business response
05/24/2024
We apologize for the oversight regarding the missing item in your recent shipment. We understand how frustrating this must be, and regret any inconvenience caused. We promptly contacted you to assist with placing an order for either the same item or a different one of equal value. Unfortunately, we were unable to reach you directly, but we left a voice message explaining the situation. We kindly request that you return our call at your earliest convenience so that we can promptly assist you in resolving this matter. We look forward to hearing from you and resolving this matter.
Customer response
05/24/2024

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.
I was able to contact the business back and they not only agreed to ship a replacement item but also included a little extra for my troubles. I am very satisfied with this resolution.
I sincerely appreciate BBB's intervention and assistance.
Sincerely,

*****************************
Initial Complaint
04/25/2024
Complaint Type:
Delivery Issues
Status:
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.
Terrible company. I placed a online order for $165 on April 1st of this year but there was a glitch in their system which resulted in the order not being processed. They kept the money but refused to ship the order. **************** has acknowledged their mistake but refuse to do anything about it.
Business response
05/24/2024
We sincerely apologize for the inconvenience caused by the oversight in processing your order. Your feedback is invaluable to us, and we appreciate your patience as we rectify this situation. Upon conducting outreach, we were able to successfully place a manual order for you in the amount of $96.00. We understand that these were the specific items you needed. If you require any additional items to meet the initial order total, please do not hesitate to reach out to our team. We are committed to ensuring your satisfaction and will be happy to assist further.
Initial Complaint
04/22/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a pair of compression stockings in January of 2024 and about a couple of hand washes the right stocking does not stay up on the leg, it falls down. Nations Benefits never told me about a 30 day refund in their catalog. I called the company to discuss this issue with them, and they do not want to replace the item. Also, the stockings are in the color black, and for some reason they always rip at the toe.Thank you for the consideration, and I would like to hear back from you.
Business response
05/24/2024
We apologize for this experience. To rectify this situation, we have decided to refund the full amount of $15.00. The refund was issued on February 26, 2024. We appreciate your understanding and patience. If theres anything else we can do to make this right, please dont hesitate to reach out to our customer service team.
Customer response
06/03/2024
I received your response on Saturday, June 1, 2024 about my letter that I wrote to you on April 22, 2024.

I read the letter that you sent me on Saturday, June 1 ***** about the knee high compression stockings this is a new complaint that I placed on April 22, 2024, that the stocking were riding down my leg. The company, Nations Benefits LLC issued a credit to my account on February 26, 2024, for that claim.

The claim I wrote to you on April 22, 2024 was for the compression stockings the color of black were riding down my leg on the right side, but since I lost weight in my legs they are staying up to my knee.
Customer response
06/03/2024

Complaint: 21611123

I am rejecting this response because:
I received your response on Saturday, June 1, 2024 about my letter that I wrote to you on April 22, 2024.

I read the letter that you sent me on Saturday, June 1 ***** about the knee high compression stockings this is a new complaint that I placed on April 22, 2024, that the stocking were riding down my leg. The company, Nations Benefits LLC issued a credit to my account on February 26, 2024, for that claim.

The claim I wrote to you on April 22, 2024 was for the compression stockings the color of black were riding down my leg on the right side, but since I lost weight in my legs they are staying up to my knee.

Sincerely,

***************************
Business response
06/10/2024
We apologize for the previous response. Your account was reviewed, and it was confirmed that a refund of $15.00 was issued on 04/13/2024 for order 22400980902 which contained one unit of item #**** - Compression Knee-High Socks. Please do not hesitate to reach out with any questions.
Customer response
06/17/2024
Attention Complaint Number 21611123-06900

The company never gave me a refund for my support stockings they are lying to me, because the issue I had with them in January 2024, I got my refund in March 2024, which was $15.00 and I had a balance of $125.00, so the $15.00 was never given. I just won't patronize their company, and they can lose me as a customer. They are crooks. Also, my balance should have been $138.00.
Customer response
06/17/2024

Complaint: 21611123

I am rejecting this response because:The company never gave me a refund for my support stockings they are lying to me, because the issue I had with them in January 2024, I got my refund in March 2024, which was $15.00 and I had a balance of $125.00, so the $15.00 was never given. I just won't patronize their company, and they can lose me as a customer. They are crooks. Also, my balance should have been $138.00.

Sincerely,

***************************
Business response
06/24/2024
Good afternoon. Please see the attached refund confirmation as requested.
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have *************** and they offer hearing aids with nationshearing at $2,000 per ear The first order was phonak hearing aids on March 2024 from Nationshearing they were junk low quality which you can buy else where less then $2,000 per ear. So I sent them back reorder Resound hearing aids April 2024. Went to pick them up at my hearing aid provider.. Well the provider could not even get them to work. They were junk.. I have filed a complaint with nationshearing. Nationshearing is charging my insurance Aetna $4,000 for 2 hearing aids and on the market they are not even worth that price.
Business response
05/02/2024
We sincerely apologize for any inconvenience youve experienced with your new hearing aids. We understand how crucial it is for these devices to meet your expectations and enhance your quality of life. All our hearing aids are shipped directly from the manufacturer and in new condition. If youre dissatisfied with your hearing aids, we encourage you to reach out to your provider as soon as possible. Our goal is to address your concerns promptly and find a solution that meets your needs. Whether youd like to return or exchange the devices, your provider will facilitate the process within the 60-day trial period. Please accept our sincere apologies. We remain committed to improving our services and providing you with the best possible experience.
Initial Complaint
04/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On December 27, 2023, I paid $117 for eyeglasses that was to be reimbursed to me from Nations Benefits, the company that manages my flex card to use for vision, hearing devices, or dental expenses. The vision center was in network, but theyve been having issues with their card reader accepting Nations payment card, so I had to pay out of my pocket and submit a reimbursement request on their website, which I did as their representative (***************), was on the phone with me during the entire ordeal. I was to be reimbursed within 2 weeks. It is now April 16, 2024, and they have not sent my check for $117. Since January, theyve been misleading me by stating that the check was coming and give it 2 weeks, or 3 weeks, or 30 days, but each time it never happened. I have made numerous calls to them. This week, on 2 calls (April 12 and April 16), theyve told me they have no idea when I will receive my reimbursement and that whoever has spoken to me previously has given me bad information. I have the names and dates of everyone Ive spoken to from January 31st to April 16th. I feel they do not care and are not going to reimburse me what I am entitled to receive.
Business response
04/29/2024
We apologize for the delay in the delivery of your reimbursement check of $117.00. We understand the inconvenience this may have caused and we deeply regret any disruption it may have brought to your financial planning.
Please be assured that your reimbursement has been approved and is currently being processed. We are making every effort to expedite this process and ensure that your check is delivered to the address we have on file for you. We anticipate that you will receive your check by no later than May 3, 2024. We appreciate your patience and understanding in this matter. Once again, we apologize for any inconvenience this delay may have caused and thank you for your understanding.
Customer response
05/06/2024

Complaint: 21583525

I am rejecting this response because:

As of today May 6th, I have not received the check. This is the same type of response and runaround that I have been receiving from Nations representatives since January.

Sincerely,

*******************************
Customer response
05/08/2024
I received the check in todays mail!
Thank you BBB because I may have never received my reimbursement had it not been for you.

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