ComplaintsforSolstice Marketplace

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yes another mo th where my premium was paid, cleared.my account and they are trying to say it never cleared. Last mo th I fell for it and paid it again thinking I mistyped and didn't check my account. When I saw that it did I figured that they overpayment would credit to my account and it didn't. I called and got no where. Paid again this month, cleared my account July 1 and today got another email saying it once again didn't clear. This is unacceptable

  Business response

  07/11/2024

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

  Your account shows two paid transactions only. (On June 5th and the other on June 30th for $14.00 each). All other attempts of charging your card were declined and not charged to your form of payment, therefore there is no adjustment needed at this time. 

  If you have further questions, please reach out to us at ************.

  Solstice Benefits

  Customer response

  07/12/2024

   
  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

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 18, 2024 $229.95 For Dental discount plan I canceled this plan in January because my husband went back to work and he was given **************** so I no longer needed this.

  Business response

  06/28/2024

  *********************, we see that you are enrolled in dentalplans.com. In order to cancel your membership you need to call them directly at ************. We do not handle the billing for this plan. 

  Thank you, 

  Solstice Benefits

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I started a new plan through his employer in November 2023. I requested to have our plans cancelled from Solstice, by phone. They assured me they were cancelled. I got charged the following month again. Again I called the company they said they had no proof that it should have been cancelled so no refunds but they would cancel it this time. Now January *********************************************** I filed a complaint with my bank and they issued me a new debit card and that was that. Every month since then they have been trying to charge the old card and it declines. I have also emailed them every time telling them why and that it should have been cancelled with no answer back from them. Finally in May some how some way they got my NEW debit card number and started charging me. I contacted them, they said they have no idea what I was talking about, again no refund but would cancel. I went to my bank they issued me my refund, gave me another new card and flagged them as a fraudulent company. I was charged again for **** but it was declined. This has been happening on both mine and my husbands supposedly closed accounts.

  Business response

  06/03/2024

  ****, 

  We are very sorry that your experiences were not good ones when reaching out to our ****** Services team. Both of your accounts have been termed with us and you should not see any further charges trying to hit your bank account going forward.

  Apologies for any inconvenience.

  Solstice

  Customer response

  06/03/2024

   
  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

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my healthcare plans and I believed my Solstice dental account through the health marketplace when I got a new job offering better benefits. I have been charged since then and every attempt to call or message this company has been fruitless and impossible. They have no section on their website to clearly cancel and/or stop unauthorized recurring charges. Please let me cancel, stop charging me for this or at least allow me the knowledge of how best to contact a person or navigate the website to where I can cancel and stop the charges I am no longer authorizing. I have been trying all week with nothing to show for it.

  Business response

  05/23/2024

  Kelsie, 

  Your plan with us has been terminated and a refund in the amount of $34.57 was credited to the payment source on file. We are very sorry you were not able to get ahold of us through our 800 number, we have been experiencing an unusual high call volume.  

  Thank you

  Solstice

  Customer response

  05/23/2024

   
  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

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need to cancel this insurance coverage, as I was put onto a ******** plan in 04/2024. Have tried calling, emailing, etc with no ability to communicate. Payment is automatically deducted from my Discover card, and there is nowhere on website to change payment information. I need to have this cancelled by law, according to ********, and have my payment source deleted from this company.

  Customer response

  05/11/2024

  I attached proof of ******** coverage to enforce discontinuation of Solstice benefits 

  Customer response

  05/11/2024

  I attached proof of ******** coverage to enforce discontinuation of Solstice benefits 

  Business response

  05/14/2024

  ****, 

  Your account has been termed and removed from auto deductions. The amount of $34.55 has been refunded to the payment source on file. Please let us know if there's anything else you need.

  Solstice

   

  Customer response

  05/14/2024

   
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying insurance and and need to see the dentist. Solstice never answer there phone and the one time they did they emailed me the ovidees list that only consist of one office but the office of dental they have just keeps saying that they will call back within ***** hours and its been already a week. I have called and they just keep saying the same thing. I call solstice because they are the ones taking monthly payments but they dont answer either

  Business response

  04/17/2024

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

  Thank you for making us aware of your concerns. We understand you spoke with our ************************** on 4/16 and cancelled your membership.  
  
  Your easy pay was turned off after cancellation so you should not receive any future invoices. If you have any questions, feel free to call us at ************.

  Thank you, 

  Solstice
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to see a dentist my my regular checkup.I confirmed with both, Solstice and the provider, that they were in network prior to having any service preformed. The doctors office and the dentist were both listed as in network on Solstice's website and I also confirmed with the dentist office that they were in network. The dentist office also confirmed, prior to service, that the provided service were covered services in my benefits summary. Now after I had the services preformed Solstice denied the claim submitted by the dentist claiming that the doctor was not in network, which is not true as they have the doctor listed as in network on their website.I contacted Solstice and after a long back and forth the representative that I spoke with once again confirmed that the doctor was in network and she said that they would be manually resubmitting the claim and that it will be approved and paid for. The next day I received a call from someone else at Solstice who said that they are denying the claim and again claimed that the doctor is not in network. Which once again was confirmed multiple times both before and after the service was preformed. I had covered service preformed at an in network provider and Solstice is flat out lying just to avoid paying what they are required to pay. I am requesting that Solstice refile, approve and pay the the claim from the dentist ASAP.

  Business response

  04/16/2024

  Dear *******************************,
  
  Our team has done our due diligence on your complaint and the results are as follows:
  You requested formal grievance for your claim with provider ***********************, however our team informed you that this provider was not in-network until 03/01/2024.
  We do not have records of calls from your number to our *********************** to validate eligibility
  Our website did not show *********************** as an in-network provider at the time of your service.
  
  We understand your frustration and would like to help as much as we can. Please contact our **************** team to discuss possible options anytime M-F from 8am 8pm ET at: **************.
  
  We look forward to hearing from you. 

  Solstice Benefits

  Customer response

  04/16/2024

   
  Complaint: 21568038
  
  I am rejecting this response because: You are just repeating the same lie as your customer service representatives. 

  The provider was absolutely listed as being in network prior to my service. You have the provider listed on the list of in network providers with my plan on your website. The provider has been listed there every time that I checked before, during and after my appointment. The providers office also verified from there end that they were in network. They confirmed that they were in network and that my plan was accepted at the time that I made my appointment. They also confirmed a 2nd time, during my appointment, that they were in network with you and that my plan is accepted.

  The provider was listed as in network when I check your site in the beginning of January and they were still listed as being in network when I checked again on the day of my appointment and they are still listed as being in network today.
  The provider also confirmed that they were in network with you when I made my appointment and then confirmed the same again at the time of my appointment. 

  Either you are just lying about them not being in network or you supplied both me and the provider with false information about being in network when we both checked prior to service. Either way you are responsible for this claim and no solution will be accepted that does not include you approving and paying the claim.

  Sincerely,
  
  *******************************

  Business response

  04/17/2024

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

  We apologize for the inconvenience, but our systems show that this provider joined the Solstice network on 3/1/3024. Our provider directory is updated daily;therefore it is not possible that the provider referenced would have appeared in a search query prior to the date onboarded.
  
  We would be happy to further discuss any concerns you may have. Our **************** team is available at ************** from Monday Friday, 8am 8pm ET for your convenience. We suggest if you decide to reach out, please ask for ******************* (Director), *********************** or ***************************** (Managers). 

  Solstice Benefits

   

  Customer response

  04/17/2024

   
  Complaint: 21568038
  
  I am rejecting this response because: That is not true.

  The provider was on your list of in network providers that you had on the patient portal. They were there before, during and after my appointment. Anything that you say to the contrary is a flat out lie.

  I have never been to this provider prior to this and I only went to them after I received their name and phone number from your list of in network providers. I never heard of them prior to seeing them on your list.

  Furthermore, the provider also confirmed that they were in network with you at the time that I scheduled my appointment and then confirmed the same thing again at the time of my appointment.

   

  You are nothing but a lying, thieving scam artist.

  The provider was and is listed as in network on your list on your website and in the patient portal.

   

  Stop lying and trying to scam all of your customers with your total BS. Approve and pay the claim form the provider as you are required to do.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was shopping for **************** for my son on the marketplace and found Solstice as an insurance company with many providers in my area. I signed up in November and didn't think anything about it. Fast forward to April and I am calling around to find a provider and none of the Dental offices around here have even heard of Solstice. I've paid for six months and they don't have a single provider in my area. I would like my account closed and the money refunded.

  Business response

  04/10/2024

  *******, 

  In order to find the account we would need your sons name and date of birth. Once we have that we would be able to help.

  Solstice Benefits

   

  Customer response

  04/11/2024

  The company is requesting the date of birth and name of my son. Can you forward this information to them? 
  its ************************* and the date of birth is August 6, 2014

  Customer response

  04/11/2024

   
  Complaint: 21552447
  
  I am rejecting this response because:
  I do not want the case closed.
  

  My sons name is ************************* and his date of birth is August 6, 2014. Solstice insurance company said they needed this information to look up my account. 

  Sincerely,
  
  ***********************

  Business response

  04/17/2024

  ************, 

  Your request for ******** has been completed.

  We have termed his account and refunded from inception. We have refunded 4 months, January April ($24.55 each for a total of $98.20) to the card on file. If you have any further questions feel free to call us at **************.

  Thanks, 

  Solstice

   

   

  Customer response

  04/18/2024

   
  Complaint: 21552447
  
  I am rejecting this response because this is not the correct amount owed. I paid $24.55 from Nov 2023 - April 2024 which would be a total of $147.30 Here is the record of the first payment.
  
  Sincerely,
  
  ***********************

  Customer response

  04/18/2024

  Can you please ask Solstice for a Certificate of Loss of Coverage ? I need this in order to get my son new Dental insurance.
  
  Thank you,
  ***********************

  Customer response

  04/18/2024

  I was not refunded all of the payments and I have not received a certificate of loss of coverage which I need in order to get **************** for my son again. I provided a banking transaction showing that The payments started in November, not January as the insurance company states.

  Additionally, I need the certificate of loss of coverage in order to apply for new insurance for my son. 
  

  can you please forward this request to the business? My son is nine and desperately needs a dentist. Please assist me with this matter in anyway you can.

  Thank you, 

  ************************;

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had to use this "company" cause of the marketplace for dental. I no longer have them as I am insured through my job. I have tried to email them ( no response ), call them ( no response ). It is absolutely impossible to get a hold of. They took money from my debit card even though I'm cancelled.

  Business response

  04/04/2024

  Hello ********************, 

  We apologize for the inconvenience youve been experiencing. We understand you have had difficulty reaching our *************************** and would like to share there are other ways to reach us, including our chat feature on www.solsticebenefits.com.
  
  Please note our team has confirmed that our system has successfully refunded you the charges in the amount of $77.28 as of 4/4/2024. Please allow 5 to 7 business days to see the refund appear to the payment method on file.
  
  If you have any further questions, please feel free to contact us via phone or chat, anytime Monday Friday from 8am 8pm ET.

  Solstice Benefits

   

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for My Solstice dental benefits on 2/1/24. Their payment system malfunctioned and charged me $76.01 (the whole yearly premium) 4 times. I called in, waiting on hold for upwards of an hour each time, and finally got 3 of the 4 charges refunded. But now, though I should be paid in full, they say I am not and that I actually got refunded 4 times. I did not. I called my bank to confirm, I waited on hold with My Soltice for over an hour on MULTIPLE occasions, sent them my bak statements and have never heard back from anyone in MONTHS. I cannot go to the dentist. I try customer support email and no response in WEEKS. This is absolutely the worst company I have ever encountered.

  Business response

  03/26/2024

  We are unfortunately not able to locate a member under the name *************************. Please ask if it could be under a different name or a Member ID and/or DOB would really help. Once we get more information and can locate ******, we would be happy to help.

  Customer response

  04/02/2024

   
  Complaint: 21486901
  
  I am rejecting this response because:

   

  The name listed on their records would be *********************************. 
  
  Sincerely,
  
  *************************

  Business response

  04/03/2024

  Hello ******,
  
  We apologize for the inconvenience youve been experiencing. We understand you have had difficulty reaching our *************************** and would like to share there are other ways to reach us, including our chat feature on www.solsticebenefits.com.
  
  Please note our team has confirmed that our system has successfully refunded you the four charges in the amount of $76.01 each as of 4/2/2024. Please allow 5 to 7 business days to see the refund appear to the payment method on file.
  
  If you have any further questions, please feel free to contact us via phone or chat, anytime Monday Friday from 8am 8pm ET.

  Solstice Benefits

*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. ↩