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:02/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Recently Commonwealth Care Alliance switched the *********** from *************** to Nations Benefits and now we cant do any online shopping which makes it very difficult for people with disabilities to go and do in store shopping. They also have their own online shopping but a can of soup costs $4.00 and everything else is overpriced.We only received money every 3 months and its hard enough to budget it without spending so much on their online store.They also do not cover things that *************** did like shampoo, toothpaste is limited and you cant buy any desserts or candy and many products that I need but you can pay utilities but I dont pay for any and I have a hard time shopping in the stores due to my disabilities. This is the worst *** company and I would like Commonwealth Care Alliance to go back to *************** or something comparable please. There also many seniors with disabilities that cant shop in the stores and this is wrong.

  Customer Answer

  Date: 03/10/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 have been calling *** for several months to address a bill that they say I am not responsible for, yet they refuse to contact the billing hospital to let them know I dont owe anything. Coverage for prior approval of the procedure shows it was completely covered. The hospital is charging $3912 and is threatening collections activity, yet CCA will not pay them. Every time I call they say their billing department will take care of this, but they do nothing. The billing department does not have a number for even their representatives and they have no way to know what is going on with my case. I am at my wits end.

  Customer Answer

  Date: 11/29/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 keep getting letters saying you guys trying to reach out. I call everyday just to sit on hold for 45 mins and get hung up on. nobody wants to give out an extension or a email address to get to my doula that i have NOT ONCE spoke too AT ALL and im DUE IN 4 WEEKS!!! beyond ANNOYED AND FED UP! i'm supposed to have someone come help with laundry and cleaning NOTHINGGGGG i can't even get someone on the phone and when they do leave vm ITS NOOOO EXTENSION NO EMAIL like wtf at this point

• Initial Complaint

  Date:08/08/2023

  Type:Product 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.

  I need an urgent and medically necessary root canal from an endodontist on a front tooth. As there are no in network endodontists near me, I need CCA to get me offer me a solution. This is an emergency health situation and I cannot wait any longer or continue to receive inaccurate information while I spend hours a day for weeks trying to solve it.

  Customer Answer

  Date: 08/20/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had my annual ******** wellness visit and CCA claimed I had a copay because it was out of network even though it was in network and under ******** rules either way it should have been a zero copay. It took CCA 4 months to fix the issue. Then I was to receive a$25.00 reward for my wellness visit but never received it and when I contact CCA I get a different response every time with no results. This is the worst medical insurance Ive ever had.

  Customer Answer

  Date: 06/27/2023

  I have not heard from the business in response to my complaint. And I have contacted them with no results. 

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 had the misfortune of finding myself in 2022 enrolled with Commonwealth Care Alliance through ********* I will not describe here the myriad horrific experiences I had with them, their refusal to approve a large number of care providers, their refusal to pay the bills even after the service is approved, their deceptive health care provider directory, their rude customer service, their endless wait time, and the list goes on.CCA has been dragging me and refusing to cover my medical bills since the month of May - their robot ***, from billing department, keeps asking me to send a copy of the bills, which I did but to no avail. Each time I called, I was bounced back and forth between their many departments and always found myself talking to *** who kept robotically repeating the same script: "send the bill, we'll take care of it," (it's like the check is in the mail routine,) except last time she said that they will investigate the matter and it could take between 6-7 months. I even had one customer agent who answered each one of my questions with, "I don't know." And when I asked her, "Who knows?" She said that she was going to transfer me to her supervisor and when I asked her if that meant that I'll have to be kept on hold for an hour or so, her response was, "Most probably." Commonwealth Care Alliance is refusing to pay my $1098.63 medical bills and I am planning to do everything in my power to have this amount covered.Upon checking their reviews on ******* I realized that this is Commonwealth Care Alliance's MO, but their deceptive and unethical practices should be exposed at once.Thank you!***********************

  Customer Answer

  Date: 01/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My grandmother is elderly and has been with CCA for some time. She is fully disabled and in kidney failure, as well as many other issues that make her immobile. She currently lives alone with the assistance of me and my mother. My mother has been mainly providing her care, household tasks, hygiene tasks as well as transportation to all appointments, grocery shopping, etc. My grandmother is in the hospital an average of once every 1-2 months as her health is failing. During the last hospital visit, they mentioned that a nursing home was a possibility so she could maintain some independence but also stay safe and taken care of. She wanted to stay at home as long as possible. CCA promised her that she should remain in her home. However, after years of daily care, my mother is starting to struggle with health issues herself. My mother works full time in the healthcare field. She reached out to CCA on multiple occasions and begged for help. Someone to assist her with transportation and daily needs. My mother is often forced overtime which results in my grandmother spending full ************* alone sometimes without any help and also results in the need to cancel appointments, as my mother gets forced at work and cant always bring her. However, these appointments are critical to maintaining the little health she has left. CCAs reaction to my mother's plead for help was to tell her that my grandmother will die if my mother does not figure it out. My mother reached out and expressed a need on multiple occasions, and has not received any response other than that she needs to work harder to make it all happen. This is incredible inappropriate. My mother has spent years working to maintain every aspect of my grandmothers daily life, and now that her health is depleting as well, CCA had no response other than stating my grandmother will die as a result of my mother's own health issues causing her to miss appointments, etc. Caution to anyone looking for support for CCA.