ComplaintsforNationsBenefits, LLC

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I intitialy attempted to schedule an appointment thru Nations Hearing with their local representative Echo Hearing *************** ****. When that failed I went directly to Echo Hearing. I purchased a new hearing aid as described in the attached invoice. Understanding that I had a $1250 benefit available through my ************** Advantage Policy. I submitted the claim to ***** and was denied and referred to Nations Hearing. After six calls and over five hours of phone time this issued has not been resolved. I was told twice that a representative from sales would contact me. After two additional phone calls waiting an additional two weeks the issue remains unresolved. I question the administration of this benefit. I do not want to have to take this further the ************* *************************************

  

  Business response

  12/18/2022

  We apologize for ****************** displeasure. We have attempted to obtain the necessary documents from the member's provider, however we have not received them at this time. We have discussed this with ************** and will continue to work with him and the provider to obtain the required proof of purchase and delivery receipt. Once received, the claim can be processed accordingly. If the member has any questions, please do not hesitate to contact us at ************.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/25/22 I placed an order through NationOTC for my sister that is disabled, because she is not able to use a computer. Toward the end of the transaction the system asked for a credit card, so without knowing that ****** Healthcare had issued a credit card for OTC to my sister. Later to find out that she had received this card. I then call NationOTC and spoke with ***** on 10/31/22 and explained this mix up and request a refund to my personal credit card, ***** stated that if the items have been sent to the pt's home that all I had to do is return the box and I would receive a refund. So the items arrived and I call back and speak with ****** A to obtain a return label and she states that they need to speak with my sister before releasing information when I was just wanting to return the items. So I call back with my sister present to verify that I can speak to someone to try to get a return label. This third person stated that they don't except returns am I would be better of talking to my personal credit card to get a refund through them back there is nothing they can do.

  

  Business response

  11/10/2022

  We are so sorry this has occurred. We have reached out via telephone and left a message for ********** to call me back so we can quickly her her refunded.

  *************************

  **************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I suffer from severe hearing loss, am disabled, and do not drive. AETNA sent me to NationsHearing.com/AETNA for my hearing aid benefits. I did 5 different hearing tests on their website, which did not allow me to order a hearing aid. Instead, you get a message to call so they can refer you to an audiologist that isn't anywhere near my home. Their website says nothing about visiting an audiologist. In fact, it states you can order hearing aids from the comfort of your home. That is FALSE. This company has partnered with AETNA to create a scam ring, where they all get a cut of these marked-up hearing aids. This company is total trash! I took 5 different tests, all with different results and NO option to order hearing aids. Good luck trying to figure out where to take the hearing test! They don't even know!!!

  

  Business response

  11/09/2022

  Thank you for sending over this over. We appreciate the opportunity to share the details.

  
  NationsHearing has contracted with Aetna to manage their hearing aid benefit for their members.  We have two options for members to utilize their hearing aid benefit. One is the traditional path where a member sees a provider that their facility, completes a hearing test and is fitted by the provider at a subsequent visit. The second, is through our Digital Hearing Experience, which allows a member to take an online hearing test and order hearing aids that are programmed based on the hearing test and shipped to the member's home.  This option does require that the online hearing test is clinically valid.  As a licensed clinical audiologist, the five different online hearing tests that **************** took showed significant variability and do not provide dependable data points for programming a hearing aid. There was a clinical basis for not allowing ************** to proceed obtaining a hearing aid via this option.

  
  That being said, we had encouraged ************** to seek a hearing test at a provider's office so that we could then hopefully use this test to program hearing aids and ship them out to his home.  We are aware of Mr. ****** disability, and we are actively working to locate a mobile provide to come to his home. We will broaden our search to providers who are not in our network who offer mobile services.  If ************** is aware of a mobile provider, we would be willing to pay the provider for their in-home hearing test services.

  
  A second option would be to assist ************** with transportation, if he is able, in order to get him to a providers office. If this is something he could consider, we can proceed this way as well.

  
  We are a legitimate business and offer sound hearing aid solutions but, in this case, it is the members best interest to have an in-person hearing test. Thereafter, we are more than willing to proceed with mailing him the programmed devices.

  
  We have made several attempts to reach ************** to review the above and to propose a solution, we have not been able to get ahold of him.  Any assistance would be greatly appreciated.

  
  Sincerely,
  *************************, AuD, MBA
  Chief of Audiology and Chief Experience Officer
  **************

  
  

• Initial Complaint

  10/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  An order was placed this Monday, October 3, 2022, and I was told that the shipping time was 2 days.Unfortunately, it is now Saturday, October 8, 2022, and a representative with Nations OTC, ******, told me that the order had not even gone to the warehouse.Yes, there were weather issues in *******; however, this has been a long standing problem with being told the order would be delivered within 2 days but even after a week the order has not even gone to the warehouse.Customer Service supervisors do not wish to come to the phone, or spell their names, or give share the corporate address for Nations OTC. ******** did not wish to initially spell her name and refused to give me the corporate address. This call was made on 10.8.2022 abut 7:30 a.m. EST

  

  Business response

  11/02/2022

  Dear *******:

  Thank you so much for sending over this email. I do apologize for this poor experience.  I was able to look into your account and based on the tracking number it shows that the package was delivered to a locker on October 30th at 3:08pm.  Can you please confirm that you did receive this package?

  As it relates to shipping times, we are experiencing record high order volume and are trying to manage this influx as quickly as possible.  We have opened our warehouses to work 24/7 until we get back to more normal levles.

  With regards to the agent you spoke to, I have requested the call to be pulled and will review the call.  This agent should have spelled her name and given you our corporate address.  This agent will be put on a corrective action plan immediately. Thank you for bringing this to our attention. Our corporate address is ************************************************************* 33313

  Please contact me directly at ************** for assistance with any matter going forward.

  *************************

  Chief Experience Officer

  Customer response

  11/03/2022

   
  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

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi I have been trying to get this business to refund the $78.25 they took from my personal debit card. The company reviewed my complaint and confirmed what my evidence showed them. This is a health plan through ****** Healthcare. I have sent them proof from my bank statement. This happened in February of this year. They reviewed my complaint in July and confirmed just what I said. That was in July it is now September and I still have not received anything. They say they have put it back on the same card they took it from. I told them I was issued a new debit card but it have the same account number. Please help me? I am a Senior citizen and on a budget and I need my money.

  

  Business response

  09/26/2022

  Thank you for taking the time to speak with us regarding your concern.

  We have since issued a refund in the amount of $78.25 in the form of a check. Please do not hesitate to reach out for further assistance by contacting us at ************ (TTY: 711).

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 1st, my wife (***********************) and I completed a teledoc appointments with a Nurse Practitioner of our ******** Advantage plan, Alignment Health Plan. The appointments were to offer a $100 (each) "Healthy Rewards" to be applied to our Nations OTC "Access Card," the debit card program managed by Nations Benefits.The reward for my wife has never appeared on her balance. Mine only appeared earlier this month after my fifth call to Nations, each call taking easily 45 minutes to get escalated to any degree. That was in addition to four calls to Alignment, where they said they could only (and would) re-submit the request.The last three calls my wife, an advanced Alzheimer's patient, sat next to me and offered verbal approval that I was speaking for us both. Today I called while she is in a treatment center, so she was not able to offer that verbal support, so they told me they need me to send a copy of my power of attorney to Alignment which they could confirm, citing privacy issues.I argued that I was not seeking any release of information just asking them to unlock the reward that they've been holding for now a week away from five months. And they had records of our previous calls with her present.It all has exceeded the value of the reward, having sucked over six hours of our time, and it feels like blatant attempts to deny benefits.

  

  Business response

  08/10/2022

  Thank you for taking the time to speak with us regarding your concern. During the call, you informed us that the health plan advised you the reward was on file and pending an approval before being sent to NationsBenefits. Once the reward data is received, we will apply the appropriate funds to your wifes card.
  
  If you have questions or are in need of further assistance, please do not hesitate to reach out by calling ************.

  Customer response

  08/15/2022

   
  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.It is unfortunate that it, after numerous calls over five months, took this sort of escalation to correct. But just yesterday the credit was finally applied.  Thank you for the assist.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Since 01/01/2022 I have repeatedly tried to order online and in the app with nations otc and my order has never processed it looks like it is processing but it doesnt ever complete the order. The representatives always say they will let the tech support know so that they can fix the issue but now its 6 months later and they havent fixed it.Also on their website they make items hard to find it is not user friendly at all.When I try using my card at ******* almost everything I try to purchase is declined even though Ive purchased exactly the same products earlier in the year.I am beyond irritated with this company.I also know that it isnt just me that these issues are happening to. My husband has the same issues with his own benefits and card through nations otc.

  

  Business response

  06/28/2022

  We apologize for the member's frustration. We have not identified any issues preventing members from placing orders at checkout. When technical issues occur, we suggest members clear their cache from their browser of choice. Additionally, NationsOTC is optimized to run on ****** Chrome (Version ****+), ********* Edge (Version ****+), and Firefox (Version ****+). Our Member Experience Advisors have processed orders on your behalf without error.
  NationsOTC is the mail solution for the member's benefit. Your health plan manages your benefit card and would be able to review/resolve issues experienced at physical retail locations. We suggest contacting the health plan for issues experienced at Walmart. 
  
  If you have any questions, please contact us at ************ (TTY: 711).

  Customer response

  06/28/2022

   
  Complaint: 17416171
  
  I am rejecting this response because: I have done everything suggested I do online to place an order successfully and still have never been able to get it to process. And with ******* the only check out lane that seems to work is the pharmacy check out area. I have asked ******* in person and they dont have any answers either.
  
  Sincerely,
  
  *************************

  

  Business response

  07/08/2022

  We apologize for your dissatisfaction with our original response. We have reviewed your account and confirmed you successfully placed an order without the assistance of a Member Experience Advisor on 07/02/2022. NationsOTC facilitates the mail-order option for your benefit which is managed by your health plan. We suggest contacting your health plan member service team using the number found on your member ID card for any concerns regarding transactions with retailers. Please let me know if there are any questions.

  Customer response

  07/08/2022

   
  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.
  Note: finally able to place an order online after my complaint.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was working at the company there was a person called *********************** he was friend with the trainer **** they both had sexual relationships with everyone at work *********************** harassed me all the time through the chats he called me bouta all the time and the managers didnt do anything because he had sexual relationships with the hr girls he told them to but me with people to stress me and harasse me i was terminated from my job because of him and he still work at the company with no issues

  

  Business response

  06/21/2022

  Thank you for reaching out. We take these allegations very seriously. We have completed a preliminary investigation but have additional questions. We have been unsuccessful at reaching you by telephone. How can we arrange a call?

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nations Hearing is the ************** Advantage vendor that runs their hearing aid benefit. I received my new hearing aids on January 12,2022. I have gone back to my provider many times for adjustments. They have not been able to resolve my major issue with the hearing aids. The contract states that they may be returned for any reason within *************************** COMPLETION OF THE FITTING BY THE SELLER, WHICHEVER OCCURS LATER. The seller has not been able to complete my fitting. I told the seller that I wanted to return the hearing aids this week on May 23rd. The seller contacted Nations Hearing to get approval to return them, and they said they would take them back, but would not refund my portion of the cost. (*******) The name and address of the seller is Natural Hearing Solutions ***************************************************************************************************. ************. ***********************. Hearing Aid Specialist.

  

  Business response

  06/07/2022

  We sincerely apologize for ******************** displeasure regarding this matter. We have reviewed his concern and determined that a return for credit can and will be accepted by NationsHearing. We contacted **************** to facilitate a return, however he was not available. A voice message was left. We kindly request he contact us at ************ to initiate the process.
  
  

  Customer response

  06/07/2022

   
  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

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do not purchase OTC products online because I get better quality and less costly items from my local stores. At Walmart on 05/03/22, I scanned approximately 15 items, new and previously purchased, using the Alignment Nations OTC app and every item came back “We could not fine the product.” That evening I spoke with ****, an Alignment customer service rep who stated other people have experienced the same problem. **** suggested I uninstall then reinstall the app and that should fix the problem. I did as directed but, the problem remains. **** also suggested I call while in the store and read off the barcodes and a rep will let me know if it is an eligible purchase. I informed **** that suggestion was not feasible. Today, 05/04/22 I attempted to use the app without success. My quarterly benefit is no benefit if I cannot spend as a benefit to selecting Alignment for my Medicare coverage.

  

  Business response

  05/13/2022

  Dear Ms. Young,

  Thank you for your recent feedback regarding the NationsOTC app. In full transparency, we have a known bug that is impacting the functionality of our scanner. This is a priority for us, and we are working to resolve this bug as quickly as possible. In the meantime, you have the option of manually entering the UPC code to verify whether a product is eligible or ineligible. Additionally, we are available by phone to search any UPC code for you. We do apologize for the inconvenience and hope to have this issue resolved within the next two weeks.

  

  Business response

  05/19/2022

  Dear Ms. *****, we sincerely apologize for the inconvenience this is causing. Our team is working hard to resolve the issue that is impacting the functionality of our scanner. In the meantime, you can see if an item is eligible for purchase by calling 844-286-2857. You can also check if an item is eligible for purchase by entering the item’s UPC code manually on the NationsBenefits member portal. Instructions on how to do so are outlined below.
  
  Step 1: Visit the member portal: https://members.nationsbenefits.com/Alignment
  Step 2: Log in using your username and password
  Step 3: Select and launch NationsFlex
  Step 4: At the top of the page, select "Check Product Eligibility"
  Step 5: Select "Using UPC Code"
  Step 6: Enter UPC code
  Step 7: Select “OTC Wallet” and search

  Customer response

  05/19/2022

  
  Complaint: 17142768
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

*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. ↩