ComplaintsforAria Care Partners

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in may 2023 paid my brothers dental bill of 168.00 to Aria care partners and they keep sending him a bill for it I have the return check I got from the bank which shows they cashed check I have called them several times and send copies of the return check showing they cashed it and they said in there records they don’t show it’s paid and still keep sending him a bill for it , I am helping him because he is in a rest home , I have called them several times and send them copies of check they cashed getting sick of this I have talked to Rachel Walton and Jasmine Murphy there and get no where with them. I even had bank contact them telling them they have cashed check

  Business response

  01/02/2024

  We appreciate Mr. ****** bringing this to our attention and apologize for the hassle and challenge getting it resolved.  We began using a new depositing system last year, and this particular check may have gotten caught in the system.  While the check showed cashed, the bank was not able to confirm that with us despite multiple attempts.  However, the image of the check did help us resolve the matter.  We have credited his brother's account and there is no active policy in place at this point.  We believe this has been resolved, and Mr. ****** will no longer receive any bills or requests for payment.

  Again, our apologies for the inconvenience.

  Regards,

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

  Customer response

  01/02/2024

   
  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.  I am going to be glad to not have any more dealings with them,  
  
  Sincerely,
  **** ******

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My father has dental and vision insurance through ARIA, as he has resided in a nursing home. He passed away on May 28th, 2023. After several attempts to contact ARIA by phone and email for the purpose of canceling his two policies, the woman, who I am told is the person who handles these requests and who I keep getting transferred to, never answers her phone and never calls me back after I repeatedly leave her messages on her voicemail. I am more than sure that this is because they want to keep the policies going and continue to bill the two premiums. Any help in this regard would be greatly appreciated. Thank you.

  Business response

  06/02/2023

  *** ******** 

  We are sorry for your loss.  I can assure you we attempt to process all policy cancellations in a timely manner.  Can you please provide me to my work email (see below) the name of your father and the person at **** you were attempting to contact.  I will expedite today.

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

  Customer response

  06/02/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Please note that he said that he will look into this problem but as of yet, the problem has not been resolved.  I would like too keep my complaint open until issue is resolved.
  
  Regards,
  
  ****** *******

• Initial Complaint

  05/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ****** ********, “policy” ********** ***** ******** “policy” **********  I am my mother's (*****'s) guardian and hold POA for my father, ******. My father is now deceased. I received a telephone solicitation from Aria Care Partners last fall. The solicitor offered dental care to be provided in the nursing home for my parents. I was told that there would be NO COST to my parents. That this would be subtracted from the funds the nursing home receives from Medicaid for their care. After receiving a bill for services for one month, which may or may not have been provided, I called the company. The service agent suggested that I not pay the bill as it may take “several months” for payment to kick in from the nursing home. I called to notify the company that my parents had both been admitted to hospice (January 2023) and that the service should be cancelled. When I received yet another bill, I called again and was told that the insurance refused to cover. The current bills state that Medicaid Adjustments were approved. I now have two bills from Aria Care Partners totaling ~$900 for a service that I was told would be free.

  Business response

  05/09/2023

  Premium for our insurance policies is deducted from a patient’s income as permitted under law before that income is sent to the nursing home.  The nursing home collects the difference from Medicaid; hence there is no “cost” to the policy holder.  In this case, both dental policies became effective on 10/1/22, but the adjustment was approved several months later.  Our dentist performed exams on 10/24/22.  Our hygienist was scheduled for routine cleanings in January (our hygienist visits that home every 3 months), but both policies were terminated before that scheduled visit.
  Because the adjustment was approved by Medicaid, *** ********, who manages the financial affairs for both parents, is required to divert money from her parents’ income to Aria instead of the home.  *** ******** refused to pay that premium despite her legal requirement to do so.  We did send several bills for past due premiums, but at this point have written off the balances and closed the account. 
  We are sorry if *** ******** did not understand her obligations under the program but hope this resolution puts the matter to rest.  We are sorry for *** ********' loss of her father

  Customer response

  05/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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, that is, that you have written off the amount that was billed.  Be advised that at no time was I told to divert funds from the nursing home to your company. Suggest that you listen to the sales pitches that your employees are giving.

  Regards,  ******* ********* **

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is an insurance company for dental services which I pay monthly for. The policy provides for direct payment to service providers. Unfortunately beginning on 12/6/22 I was required to pay out of pocket costs which were the responsibility of Aria Care. They failed to make arrangements with the dental group to pay for my out-of-pocket costs. This is not a dispute about the out-of-pocket costs, as they have agreed they owe them, however since I have paid out of pocket they have promised reimbursement for these services multiple times, with the most recent dated being approximately two weeks ago. Since the initial dental visits, there were other similar services provided that should have been paid by Aria under this same policy provision, but to date, despite promised I have failed to be reimbursed for these services as well. The total due $1218.00. I am on Medicaid and in a long-term care facility is required to pay my portion of my stay here.

  Business response

  04/11/2023

  As a company, we honor all obligations to vendors, employees, and customers.  These two reimbursements have been in our AP queue and scheduled for payment.  In the interest of resolution, I approved their payment today so a check will likely go out today or tomorrow.

  Regards, 

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

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed up for this service on 8/1/22 for my father-in-law, ****** * ******. He was seen in Aug of 2022 by a dentist who prescribed a remedy for his broken tooth. This service has never been completed. He was seen in Sept of 2022 for his vision and we were told his existing glasses were fine. He fell on 10/31/2022 and broke his glasses, and despite dozens of messages left with them, his glasses have not been replaced. They do not return phone calls, they do not follow up on requests. This company is only good at sending us bills. We wrote "CANCEL" on the bills for Jan and Feb of this year, but we continue to get bills from them.

  Business response

  03/08/2023

  We appreciate the feedback and always look for opportunities to improve our service.  A lot of this seems to stem from miscommunication.  *** ****** states she left dozens of messages.  We endeavor to respond to all contact from homes, residents, and responsible parties in a timely fashion but we have no record of these messages.  We are not clear what number *** ****** has been using and would be concerned to learn a voicemail in our company is somehow unmonitored.  Likewise, specifically with the recommended dental treatment from our 9/8/22 visit, it took several months for us to receive consent from *** ******, which delayed treatment protocols.  Our patient was finally able to get this treatment on our next scheduled home visit once consent was provided.

  Regarding vision care, we were notified in November that the patient needed a new pair of glasses.  Two communication attempts to the home were unanswered, which added to the delay.  Patient does have glasses as of late January.    In both dental and vision care, the patient ultimately received the care recommended but after some delays.  More effective and timely communication could have alleviated this situation.  We are sorry *** ****** does not feel we provided adequate care and will endeavor to improve our services going forward.

  **** **********   CEO

  Customer response

  03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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. However, we did indeed leave messages to this company and I am surprised they cannot find them.  I acknowledge that some of the issues might be linked to the home.  Thank you for responding to our complaints, but we still want these policies cancelled.
  Regards,
  **** ******

• Initial Complaint

  11/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am my dad's POA and caretaker who manages all his financial and healthcare needs. He recently was admitted into a local nursing home . I was told about Aria Care Partners and the great benefits they offer for dental and vision. I decided to try them out with the impression that since my dad is a new enrollee he would get immediate services once coverage began Sept 1st 2022 . I was also told that the health providers come directly to the facility regularly so the patients don't have to leave the facility. I expressed his urgent need for glasses and for dentures due to the previous facility losing the glasses we paid for out of pocket. I have spoken to many different people with the company, in regards to why dad hasn't received these services. I keep getting told they don't have a set day to come and it varies due to how many facilities they service. I am now having to take my dad out of the facility to get him some glasses and to the dentist to be refitted for new dentures. I told them I need somebody to get something done for my dad soon or I will cancel the insurance. I haven't found anybody to help me get results.

  Business response

  12/01/2022

  *** ****** the VP of Operations reached out to *** ******* ******.  There was misinformation provided to her by the facility that her father is currently residing in.  The effective date of the insurance polices was 10/1/22 not 9/1/22. She was made aware that her father has been seen by the dentist and is already in process to receive dentures.  Glasses for her father are being mailed to the facility for her father and he has a visit with the optometrist scheduled for 1/5/23.  She has been provided with direct contact information for *** ****** and seemed to be happy with the resolution.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My parent is a resident at *** ***** Rehab and Nursing Home in ****** ******* **. I enrolled my parent in dental coverage back in July, 2021. I anticipated my parent would receive, at a minimum, two check-ups and cleanings a year, which is clearly provided for in Aria Care Partner's Schedule of Benefits. I have paid $1,320 in premiums ($120/month for eleven months); however, my parent has not received any of the promised benefits. On 05/30/2022, I submitted the required written notification of my intention to cancel the policy. My letter has gone unanswered and Aria Care Partners continues to send me monthly bills for $120! Since I have paid $1,320 for dental services not rendered, I am seeking a full refund.

  Customer response

  11/01/2022

  Dear  ********,
  
  The company called me today and is sending me a full refund ($1,320) to put back in my father's bank account.  The action was precipitated by this complaint, which found its way to the CEO, so thank you very much!
  **** *******

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aria Care Partners have been supposedly taking care of my brothers dental needs at ********** ****** ** ********* **. From Sept 2019 until February 2022 when I found out. I am guardian of my brother and no one talked to me about this. Aria states that they were told by ********* that my brother was fully competent. They have been stealing from his account since 2019. I think they alledgely made 10 or so visits to see him. He only has about 5 teeth. $146 per month has been paid to these people for months. About $4000. Their response was " It won't go to you anyway it would go to the nursing home" How many other incompetent patients are they being paid for to do nothing. This is a rip off and needs to stop. I don't understand why medicade allows these theifs to come into these facilities.

  Business response

  03/30/2022

  Aria Care Partners makes its best effort to confirm who is legally able to sign an individual up for our insurance programs.  We must rely on the information provided by the nursing home staff which could sometimes be inaccurate.  It is true that if Medicaid approves the income adjustment for the policy and the company issues a refund, the funds would need to be returned to Medicaid.  Regarding the care provided, we believe that we provided appropriate access to quality oral care during this time period.  We would be happy to discuss in more detail privately but can’t do so in a public forum due to privacy concerns.

  Customer response

  03/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:Patient History with Exams & Assmts
  As of 2022-03-24 08:34:01 Central Standard Time/CST • Generated by ****** ******* • Sorted by Completed Date (Descending)
  
  
  Filtered By
  Show: All accounts
  Account ID equals *************** 
  
  Account Name Treatment # ADA Code Action Completed Date Treatment Session #
  **** ******* * ******** *** Complete 12/2/2021 ******** 
  **** ******* * ******** **** Complete 11/30/2021 ******** 
  **** ******* * ******** **** Complete 11/30/2021 ******** 
  **** ******* * ******** **** Complete 9/27/2021 ******** 
  **** ******* * ******** **** Complete 9/27/2021 ******** 
  **** ******* * ******** **** Complete 9/27/2021 ******** 
  **** ******* * ******** *** Complete 8/19/2021 ******** 
  **** ******* * ******** **** Complete 7/29/2021 ******** 
  **** ******* * ******** **** Complete 7/29/2021 ******** 
  **** ******* * ******** **** Complete 5/26/2021 ******** 
  **** ******* * ******** **** Complete 5/26/2021 ******** 
  **** ******* * ******** *** Complete 4/21/2021 ******** 
  **** ******* * ******** *** Complete 10/17/2019 ******** 
  **** ******* * ******** **** Unable to Complete ******** 
  
  They allegedly visited ******* 8 times since 10/2019 and charge $146 per month without my consent when he is not competent to sign.  And he has 4 or 5 teeth.  Thats is $500 per visit.  I want that money back in his account and I would also like to report ********** ** ********* for allowing this to happen , when it is clearly in his file that I am Guardian of his person. The dentist and the nursing home are at fault and I am sure they are stealing from other patients there and everywhere who are not capable of making a decison if they need care or not.   I found this entire deal out on accident.  This is not ok.  They need to be stopped.
  
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  10/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm writing on behalf of my mother ******* ***** who resided in Southport Health & Rehab. in Southport NC on the long-term care side since March 2021 after suffering a stroke. She used to have her teeth professionally cleaned 4 times a year. Since March of this year I have been trying to have her teeth cleaned by Aria Care Partners who had access to the facility and was our only option. They promised great dental care for $146.00 a month. I paid Aria Care Partners $146.00 in the Spring of 2021 and they were supposed to begin taking care of my mother. They kept billing me but did not even see her until July when she was examined. I was told she would have her teeth cleaned in August. This was after many calls to them (most of which were not returned) along with inquiries at the facility where she lived. Aria Care Partners kept billing her but I would not pay again until her teeth were cleaned. I happened to be there when they came in to clean her teeth. They simply brushed her teeth with a normal toothbrush. (ANYONE COULD HAVE DONE THAT) I believe they flossed her teeth afterwards. I was stunned. I should have taI‹en a picture but didn't think to at the time. My mother passed soon after that. I left a message for the company but the only call I received was from the billing department stating that my mother owes them a balance of $438.00 after they finally cancelled her policy. Area Care Partner's believe my mother's estate owes them a total of $584.00 for their services rendered. Would anyone pay $584.00 for one exam and to have an aid brush their teeth with an over-the-counter regular toothbrush? I will not and don't think anyone else should either. I feel like they took advantage of my mother in her state and do not feel another dime should be paid. Please feel free to contact me with any questions or if you need any additional information. Thanl‹ you for your time and consideration and any assistance you can provide me and my late mother ******* *****. Sincerely, ****** ****** ***** ********

  Business response

  11/22/2021

    I apologize that some of the information regarding this complaint is health related and we would need a release in order to send.  What I can provide is the following:
  
  ******* had a dental insurance policy with an effective date of 6/1/21 and a cancellation date of 9/13/21.  Care was provided to the patient by provider on 7/19/21 and 8/21/21
   
  Due to Covid protocols in many nursing facilities regulate the equipment that can be used in a facility.  Many time hand scaling must be utilized instead of ultrasonic scaling
  
  No insurance premium was ever collected for this policy and the company wrote off $438 of uncollected premiums even though services had been rendered.
  
  Please let me know if there is anything further I can provide.
  
  *** ******

  Customer response

  12/17/2021

  Thank you for your assistance in this matter. I would like to point out the discrepancies in the reply from Aria Care Partners. The processes at Southport Health and Rehab had been relaxed at that time and my understanding from the girl who brushed my mother's teeth (in her room with a regular toothbrush) was that a room had been set up specifically to allow patients to be seen and have their teeth professionally cleaned and I believe to have x-rays taken. Unfortunately, in my mother's case this did not happen.
  Another interesting point is the response states that no premium was ever collected for this policy. Enclosed you will find a copy of the check that was issued on June 3, 2021 for $146.00. A copy of the back of the check is available if you would like one.
  I feel it is important to know all that transpired during this tragedy. I call it a tragedy because it was one of my mother's last request before she passed.
  

  
  

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