Complaints

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.

• Initial Complaint

  Date:02/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 took out a loan for a vocational school in 2018 in **********. I paid my scheduled payments and at some point stopped paying them. In 2021, they reached out stating I was in debt and owed them over $5k dollars. I picked back up the scheduled payments and had asked multiple times for an account of my payments and was met with no response. My requests were recorded on their recorded line as well. For the past 2 years they have been sending me "theft of service" pre-legal emails, when i contact them for an account of my payments to verify how much is owed they say they will email me and do not get back to me in a profressional sense. They have sent me ads to "half off" my debt but will not send me a log of my payments. They just want money and will not cooperate with their legal obligations to report payments.

  

  Business Response

  Date: 02/21/2025

  Hello Ms. ***************** you for your inquiry regarding your account. We appreciate you reaching out, our records indicate your last request for a payment schedule was in November and one was sent to you via regular mail and email, although the physical address on file does not match the address given here. We would be happy to send you both proof of debt and a list of payments, however, please note that due to fees & interest multiplied time, the initial debt and your current debt are not one in the same. Finally, iCare has transferred the servicing of your loan to a third party for final collection.  We will be happy to forward the contact information for final payoff of your account.  
  
  Thank you

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22959092
  
  I am rejecting this response because I do not believe you made any actual efforts to send this to me. Please provide emails and timestamps for statements sent in November. 

  I consistently travel between the Olympia and ***** addresses provided to your company and nothing has been sent in regards to my payment HISTORY. You guys seems to like to ignore that thats what Im asking for. I am not interested in a schedule for future payment.
  Your company has been sending theft of service and pre legal emails for the last 2 years but unable to send me to collections prior to a complaint with BBB?
  Please provide me the collection account so I can discuss with them further. 
  
  Sincerely,
  
  ****** Day

  

  Business Response

  Date: 02/24/2025

  Hello *** Day,
  
  We have re-forwarded the email with both the proof of debt and the payment history to your email.  Please be sure to check your spam folder.  I've also attached PDF versions of the signed agreement (aka proof of debt), the payment history and a copy of the forwarded email from November.  It is important to note that your plan requires a password to view. The last four of your ssn. We thank you for working to clear the outstanding debt owed.  Please note that iCare has hired a third party agency to complete the collection of the debt with all outstanding principle, interest, fees & collections fines that may be applied.  Please contact them to make any additional payment arrangements.  Thank you for your patronage.

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was using Icare for my automatic payments with a dentist in my area. I was set up on auto payment and all was well and good until I got a new debit card, payments did not come out and I ended up paying a bunch on late fees. I have not had a payment taken in well over a year from them. Eventually the account went into collections from the dentist office. Fast forward to now, for the past 4 months Icare suddenly starting taking money out of my bank account using my checking account info. Same amount as my payment plan was for. But the dentist bill is in collections so I would like to know how you are able to do this out of nowhere now. If youre taking my money where is it going? To the dentist? Okay so why is my account in collections. I have no idea how much money is owed, so they can just sit her me and take money out every month for as long as they would like? The dentist has not said they have received any money for this. I am ready to change banks at this rate.

  

  Business Response

  Date: 11/26/2024

  Hello Mrs. ******************* you for your inquiry regarding your outstanding debt.  Please note that iCare is a business to business service that may provide collections functions for our providers pursuant to the contract terms.  iCare has reached out to the service provider (Dentist) to resolve this matter on your behalf.  Please note that any debt and/or balances owed are still the responsibility of the consumer to pay.  In order to clarify any confusion on your collections items, please contact the servicer to assist you with future payments regarding this debt.
  
  Thank you

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 has no recollection of me calling and cancelling my insurance. You can't bully me into paying for insurance and I won't be around the dentist OR the state the service is in. I moved and let all participants involved know I was moving. My son was involved in some mess. I don't want money but I do want my name cleared.

  

  Business Response

  Date: 10/25/2024

  To Whom It May Concern,
  
  iCare has contacted the consumer via phone regarding the claim.  The consumer was made aware that iCare is not an insurance company and a full review of the status of any/all accounts was provided. Upon review, The consumer agreed that no additional action was required on the part of iCare Financial.  The consumer was advised that he could contact ********************** Head) at ********************* with any additional concerns.
  
  We appreciate your business.

  Thank you
  iCare financial Corp
  

  
  

• Initial Complaint

  Date:09/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear Better Business Bureau Representative,We are writing to submit a formal complaint against iCare Financial Services. iCare Financial Services has not met their contractual agreements with our office. We have repeatedly tried to resolve these issues with iCare to no avail. iCare failed to meet their contracted obligations as follows:1.Not collecting payments in a timely manner.2.Not running payments.3.Not paying out on defaulted payments in a timely manner or at all. We currently have 12 default payments of which only 6 have been addressed. Of these acknowledged defaults, only partial payments have been made and not on time as agreed. As contracted, they have 30 days to make full payment. They failed to do this. 4.Not collecting all payments however, telling clients their accounts are satisfied. Their accounting is terrible. The reasons listed above outline our frustrations and mistrust with iCare. This company is not trustworthy or professional.

  

  Business Response

  Date: 10/02/2024

  We have reached out to the client and resolved the outstanding issues. We also provided additional contact information if any situations arise again.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22337245
  
  I am rejecting this response because:  iCare sent only a portion of the money owed and in this payment they made several errors that they admitted to.  I sent over an email on October 3, 2024 with documentation of other errors. We have yet to receive a response. 

   

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

  

  Business Response

  Date: 10/18/2024

  We have contacted the Client again today and working to resolve the outstanding issues.  These pending issues will be resolved immediately.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have been using them for several months now, for the past 2 weeks i have called several times a day, i have left voicemails and even sent emails trying to get someone to answer the phone reguarding some of our patients accounts and NO ONE WILL ANSWER THE ***** OR CONTACT ME!!!

  

  Business Response

  Date: 05/08/2024

  *****,

  Sorry for the mishap.  Glad I was able to give you the direct contact info.   Thanks.

  *******

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  iCare Financial is a 3rd party payer/financing company. Website states that payments are deposited to practice within 2 business days. Payments have been collected from our patient but our practice has not received any payment in December 2023, or Jan/Feb/March/April 2024. The account has been paid in full to iCare and they are not releasing funds. They have been impossible to reach resolutions by phone or email, but assure us that "*****" will take care of it. I am concerned for our practice losing money, but also for our patient that *** be involved with this company's unethical ways and scam-like actions. This very much feels like they have stolen from the patient and our practice to benefit themselves soley.

  

  Business Response

  Date: 04/18/2024

  iCare has responded to the issue and resolved with this ************* through their management team. They were very helpful in explaining in detail and we were able to resolve immediately.

  Customer Answer

  Date: 04/22/2024

   
  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. Our practice appreciates the owner of the company, ***, for taking time to reach out to us with an apology and to ensure that this situation was resolved. 
  However, I want to add that I have not been pleased that he has contacted my management team multiple times asking that this complaint be retracted entirely. 
  I have accepted this response from the business but I cannot retract the complaint, as a series of events led to our practice having to formally file a complaint. We tried tirelessly to reach out to the company and resolve the issue without having to take further action. With our personal experience, and many others experiences other business owners have shared, it would be a disservice to those in my community to withdraw statements of truth at this time. 
  
  
   
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my payment of ****** Monday February 5th and Northpointe Dental was also notified Monday that I made the payment then I woke up this morning February 7th and checked my account and you have taken another ****** and charged me the **** fee so that is ****** that was taken from my account that shouldn't have been taken and I would really appreciate it if I could have my full amount of ****** back or stop the payment as both payments are in reauthorization

  

  Business Response

  Date: 02/13/2024

  Dear Consumer, 

  As mentioned you had called into iCare to make your monthly payment on the 5th instead of the scheduled date of the 7th. We were able to process the payment on the 5th as requested. On the 7th it was discovered that the monthly payment was also ran at the office. We were able to identify this on the 7th and turned around and did a Void/Refund that same day. Receipt of proof is attached. 

  The $4 *************** Fee is charged each month with the monthly payment and per the attached sign payment plan it was initialed and signed by you when you signed up for iCare. This is something that has been charged each month since your plan began. Should you have any additional questions please reach out to iCare directly at ************ and ask for ************************** 

  Per the refund of the $173.88 charged in error we would consider this resolved. Thank you. 

• Initial Complaint

  Date:02/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  iCare entered into a contract agreement for financial compensation as a guarantor for patient contracts.A patient contract was initiated for an amount over $5000. The patient defaulted on paying iCare which in turn was guaranteed to pay me for services provided. iCare has been in breach of contract for over 6 months refusing to pay a monthly installment payment of $363.71. There are 11 payments pending.The initial contract agreement between me and iCare for their services which they breached from its inception was over $2500. The contract agreement between the patient and iCare as guarantor pending compensation is a net amount to me in the amount of $3998.81. Therefore, including the original contract agreement between me and iCare plus the pending 11 payments on behalf of the patient contract, iCare owes me over $6500.There is no dispute in the contract agreement or coverage, iCare simply refuses to pay the guaranteed monthly amount and is in breach of the contract agreement. Despite a warning of legal action, we have not received any response to calls or our emails. Attached is a screen shot of the last email received from iCare confirming payment which they defaulted AGAIN after only 1 payment.

  

  Business Response

  Date: 02/09/2024

  iCare Financial has reached out to the office and resolved the issued and we apologize for the confusion surronding your patient.  Feel free to reachout to us directly if any other issues.

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There needs to be more traction, account information availability and valid communication from this company. March of 2022 applied and approved for Dental work with Ace Dental financed through Icare which was set on autopayment. Seen double charge of $***** on Dec 2022 and was like hmm thought this was done. I knew I paid an admin fee of $35 and $****** for downpayment - couldn't find any paperwork but knew $***** was monthly. Went back to my statements and began discovering, since Mar 31, they've been charging me additional $4 at the end of each month as well? I saw around 19th or 20th month on my bank statement, payment identifer of Ace Dental $***** and then either 30/31/1 of the month icareFi $4 - hmm - However $***** no longer seen for Aug but sure was icareFi $4. And then 4 months later Dec 14 and then Dec 15 two charges for ICARE FINANCIAL $*****. Noticed the difference in payment identifer too. After calling icare and being told an outragous due amount, I said I wanted a recent statement - then finally emailed me some invoice that wasn't even including anything about monthly $4.00, nothing about the double payment that just occurred - Says Total Plan amount of ****** with Downpayment of ******. Monthly Amount ***** - Payments on the 20th and I still owe ****** which is including $200 of late fee charge and $128 of some NPF fee - ??? Seriously - if I was on autopay and it's obvious you had an available form of payment still extracting $4 each month.Apparently my debit card expired 7/22. I couldn't find not one notification, but how would i had known to update, i saw icareFi $4 each month i just though hmm guess that's right. Later found an email in SPAM having alternate form of payment but no debit card with add late payment??? WHAT??? My response to invoice email was requesting a valid one and question $4.00 monthly charge and copy of agreement got no response.

  

  Business Response

  Date: 11/29/2023

  *****************************
  Upon failed attempt to reach you via phone at 12:26pm EST, (Wednesday: 11/29/2023), iCare Financial Corp is requesting your return call as soon as possible to resolve this business matter.
  Please feel free to contact me directly: *****************************, Vice President of Recovery at ************ to discuss and resolve.
  We anticipate your call and look forward to speaking with you soon. Thank you

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  So I was given a 6 month payment plan for payments that would be $61.75 for a total of $370.49 I paid $158.97 down the total for the dental plan was $529.46. So due to Covid and other events going on I was not able to pay are get in contact with them to make arrangements, so I call to resolve the matter and they tell me I owe them $1570.49 they have been charging me late fees for 2 years and I only had payments for 6 months, so let me get this straight this company can just charge someone $50 late fees for 10 years are however long they like on a 6 month contract I refuse to be hustled are taken advantage of when I was using the company due to financial situation, this has got to be against the law to hustle late fees for as long as you like , on top of everything the dental work I had done that was a crown was done incorrectly and so services were not even done and I came out of pocket for getting tooth and crown removed. And I think there still trying to add late fees just till they feel like it do not use this company they will rob you and lie about anything and everything. I refuse to pay over $1200 in late fees for a 6 month payment plan that was $61.75 this was Covid days and was already having a hard time now things are better so trying resolve this but I will not pay anywhere near know $1200 extra dollars to a company that gets off on hustling the average hard working person.

  

  Business Response

  Date: 08/02/2023

  ***************************,
  Thank you for speaking with me directly today at 6:33pm EST, concerning this business matter in our office and for coming to a reasonable resolve. 
  iCare Financial will now consider your BBB concern closed.
  Please feel free to contact me directly: *****************************, Vice President of Recovery at ************ if you have any additional questions.
  Thank you!