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Business Profile

Insurance Companies

Solstice Marketplace

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Companies.

Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/03/2025

    Type:Product Issues
    Status:
    Resolved
    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 had Solstice dental plan year 2024 and decided not to re-enroll in 2025. We went with another company. I received an enrollment email and started getting billed in January 2025. I emailed them to stop and said I did not sign up. No response. Billed again Feb. Spent an hour on hold trying to call before I needed to go. Emailed again. The response? We're not able to process this at this time. Please try again later. I need then to cancel this plan and refund me. I requested in January, so I want all my funds back. This insurance is a scam and a joke.

    Business Response

    Date: 02/04/2025

    Ms. *******, 

    We apologize for the inconvenience of your plan re-enrolling for 2025. We have canceled your plan and removed you from auto-pay. We were only able to refund $12.15 back to the card on file since there was a dispute opened with your bank for the remaining $12.15 which they will credit to you (We approved the dispute). 

    Sincerely, 

    Solstice Benefits

     

    Customer Answer

    Date: 02/14/2025

     
    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

    Date:02/03/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Business will continue to charge so called members autodraft fees when you are not even members anymore. Apparently they just keep getting away with it.

    Business Response

    Date: 02/04/2025

    Dear Ms. ******************* review we see the plan is currently active. We show no record of a request to cancel the plan via our ************** Team or through the Marketplace.
    Please confirm your request is to cancel. Once received, we will be able to move forward.

    Solstice Benefits

  • Initial Complaint

    Date:02/01/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    This company continues to charge my account even though I dont use their services. Ive sent 2-3 emails to cancel my account and have not received a response, and when I called to speak to someone they had me on hold for over an hour with no customer service **** to answer the call. They continue to charge me 2-3 times a month even though I requested to cancel. There is nowhere on the portal to cancel and Im just really fed up with this company and customer service.

    Business Response

    Date: 02/03/2025

    Mr. *******, 

    We apologize for your issues with email responses and hold times. We are working to improve our high volume times. We have refunded the payment made on 2/1/2025 for $7.86 but unfortunately, we cannot refund the January payment as a dispute for the remaining amount was opened with the bank. We have accepted the dispute with the bank and it will be refunded on the banks timeline. 

    Thank you for your patience with this matter. 

    Solstice Benefits

    Customer Answer

    Date: 02/03/2025

     
    Complaint: 22886913

    I am rejecting this response because:

    I would like to Cancel Solstice Benefits altogether. I appreciate the service and attention to this matter 


    Sincerely,

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

    Business Response

    Date: 02/04/2025

    Mr. *******, 

    We canceled your plan when we processed the refund as requested. The only outstanding item is the refund that will be coming from your bank from the dispute that was filed. We did accept the dispute on our end so you should just be waiting on the bank refund part.

    Thanks 

    Solstice Benefits

    Customer Answer

    Date: 02/12/2025

     
    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

    Date:01/31/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 signed on with this dental insurance plan through the NY state of health marketplace. Several times I have tried to contact them and there is no response. Wait time on the phone over an hour each time with no response. Emails get an automated response and then no answer. I am no longer eligible for their plan and have tried to cancel the account but again can not get someone on the phone or to answer an email. I have a portal set up through them but can not access it because a code needs to be sent, they have my landline as the phone number so the code will not go through. The last two emails I have sent get a "sorry we can not process your request at this time"

    Business Response

    Date: 02/04/2025

    Ms. *******, 

    We have made several attempts to reach you by phone or email. Since you are the dependent and not the subscriber on the plan, we need ***** ******* to notify us about canceling the plan. There was an email sent yesterday as well as a voicemail, so ***** could respond to either of those so we could move forward with the request. 

    Thank you

    Solstice Benefits

    Customer Answer

    Date: 02/04/2025

     
    Complaint: 22882600

    I am rejecting this response because:

    We have not received a phone call. No messages. 

    The only email I have received was yesterday and I can not open it, please see attached.

    My husband ***** ******* will cancel the policy but we can not reach them by phone, no one ever answers.

    His phone number is ************ if they can call him. 

    Sincerely,

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

    Business Response

    Date: 02/05/2025

    Mr. and **** *******, 

    Thank you for getting back to us and providing approval for the cancellation of your plan. The plan was termed as of 1/31/2025 and $16.40 was credited back to the payment source on file. 

    Sincerely, 

    Solstice Benefits

    Business Response

    Date: 02/06/2025

    We don't believe they saw the 2nd response in this chain. The first was to ask them to reach out - the husband did reach out to us for approval and we told him that we would complete the request. The second response stated that they were given the refund and the plan was cancelled. 

    Please send them the latest response again. Thanks.

    Customer Answer

    Date: 02/06/2025

    At this time we are satisfied with the outcome of this complaint. However it has come to our attention that we were charged yet again on February 3rd this should also be refunded. I want to thank the Bureau for their time and attention to this matter. I feel that without your help we would not have been able to deal with this so quickly. We appreciate it very much!!

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

  • Initial Complaint

    Date:01/21/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 tried multiple times to contact Solstice, kept on hold for over 2 hours on each of those call attempts, verification code to access mobile app comes in 24 hours afterwards. Dental office has been waiting hours for a fax to verify what would be covered. I need immediate dental care.

    Business Response

    Date: 01/22/2025

    Ms, ****, 

    Thank you for reaching out to us. Please accept our apologies for your longer than average hold times. We did try to reach the office by phone, but missed them. The Verification of Eligibility (VOE) and the Schedule of Benefits were emailed to you at *******************************. We have also attached them here.

    Thank you, 

    Solstice Benefits

  • Initial Complaint

    Date:01/17/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 WILL NOT ANSWER THE PHONE OR PAY THEIR CLAIMS

    Business Response

    Date: 01/22/2025

    Ms. ***********, 

    We apologize for the long wait times you experienced for claim information and other services. We understand ****** has made contact with you and helped with your immediate needs. In the future, feel free to visit the provider portal ******************************** for more information. Our toll free number is ************.

    Thank you, 

    Solstice Benefits

  • Initial Complaint

    Date:01/14/2025

    Type:Order Issues
    Status:
    Resolved
    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.
    Good morning on this date 1/14/25, I contacted your phone# and requested that the Agent take me off of easy pay, because back in December I signed up once more with Solstice. I spoke to the Agent between 12-12:20 I can not remember the woman' name , but please keep in mind for review, because she did something very rude near the end of the call. I'm sending this email per the original date, to remind you of what I went through to correct this error, this seems to be an on going trend, I pay on my account, your office messes up my payment some how. I paid you in December for Jan., Feb., March 2025, first of all your Agent could not find my payments, then they found my payments. Then she said I was missing a payment from 2024, I explained to her I always pay 3 months in advanced, she stated, I was sent a refund for a March payment in 2024, around the time I filed an appeal to recognize I paid you, I never requested you send me my payment back. My complaint was always to acknowledge my payment to you and when I renewed and made my 2025 payments she stated I did not have a payment for Dec. 2024, because the refund from March which I never requested was applied as a non-payment for Dec. 2025. Why did your office take away my March payment? And why is it that when I paid for Jan. Feb. March 2025, that when I confirmed I was paid for Oct. Nov. Dec. 2024, the Agent confirmed I was paid through the end of the year and never mentioned a refund. This is my proposal and request, I never asked for a refund, this would be verified by your own records and confirmation of the records of action by the BBB, which now I have to get involved once more and the ************************* needs to fix this apply my payment, since you took my March payment away and made your records appear as though I did not pay the last 3 months of the year in which I have.

    Customer Answer

    Date: 01/15/2025

    The agent thought it was a refund, but it was a credit, I remembered the transaction.

    Business Response

    Date: 01/15/2025

    Mr. ******, 

    I would like to apologize for the issues you've been having with your Solstice account. From our view, we can see your account is currently up to date and paid through March of 2025. It seems like you may have been advised incorrectly on what your balance was and what was happening in your account. Everything should be good going forward. Your next payment will be due in March for the following months.

    Thank you, 

    Solstice Benefits

    Customer Answer

    Date: 01/16/2025

     
    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

    Date:01/13/2025

    Type:Product Issues
    Status:
    Resolved
    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 the January 2025 premium twice. The first one was paid on December 26th, because their email asked me to pay in order to confirm the enrollment for year 2025. However, their system charged me again on January 5th for the same coverage period (I think this was an automated charge).I contacted them and waited for more than a week. But they intentionally ignored my request and refused to refund me or resolve this error.Please help.

    Business Response

    Date: 01/14/2025

    Mr. ***, 

    Please accept our apologies for the double billing that occurred on your account. We have refunded $18.76 to the card ending in 8352. 

    Sincerely, 

    Solstice Benefits

    Customer Answer

    Date: 01/14/2025

     
    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

    Date:01/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    As others have stated, I signed up for this plan through the marketplace. I paid my first bill when it arrived and was double charged 10 days later. I never signed up for automatic payments and I believe that is a violation or illegal to charge my card on autopay without my authorization. Their website does not show ANY payment history and only shows amount due with a payment link. If this is the type of issues I will have to endure with their plan, then I need to cancel.

    Business Response

    Date: 01/10/2025

    Ms. *******, 

    We are sorry your experience has not been a good one with Solstice. We do show you signed up for automatic payments, but we also understand that may have not been your intent. We have canceled your account and refunded your card the amount of $61.62. 

    Thank you, 

    Solstice Benefits

  • Initial Complaint

    Date:12/26/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    Signed up for coverage in June to start July 1st. Was told information would be sent to me on how to use within a week. Fast forward to 12/26 and they just now sent me the welcome information and how to access their site check benefits, etc. I want a refund, it is not acceptable to wait almost 6 months to send this information out just in time for the year to end and not be usable. As I type this one of your phone representatives is trying to make me think the call dropped by muting me and waiting for me to hang up.

    Business Response

    Date: 01/03/2025

    Mr. ****, 

    We would like to apologize for the service you received from us. Please accept our apology along with your cancellation and refund. On June 30th we charged you $9.00, on August 3rd we charged you $7.42 and on August 21st we charged you $32.84 to cover the rest of the year as requested. Today (01/03/2025) we refunded those 3 payments to the 2 cards that were charged. The smaller amounts were refunded to a **** ending in 9831 and the larger amount was refunded to a **** ending in 0820. Please give it 5 business days to show in your accounts.

    We hope you had an amazing holiday season and wish you a prosperous 2025.

    Sincerely, 

    Solstice Benefits

    Customer Answer

    Date: 01/17/2025

     
    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,

    **** ****

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