Complaints

This profile includes complaints for Carelon Behavioral Health., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Carelon Behavioral Health., Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Carelon Behavioral Health., Inc.

  200 State St Ste 302 Boston, MA 02109-2672

• 

  Carelon Behavioral Health., Inc.

  9925 Federal Dr Colorado Springs, CO 80921-3604

• 

  Carelon Behavioral Health., Inc.

  PO Box 1864 Hicksville, NY 11802-1864

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:03/01/2024

  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.

  Carelon requested insurance documentation to be sent to them as I am a provider of mental health services to children in an underserved and rural community. I did as they asked, also letting them know at the time (verbally and in writing) that further correspondence must take place via phone/email (not mail) as I was temporarily unable to physically access my office due to injury. I discovered during a routine claims submission phone call that I made to them on 2/27/24 that my contract had been terminated due to non-submission of requested documentation that they had requested VIA MAIL. I of course had no way of knowing that the docs were needed as they made no attempt to call or email. Termination of my contract has left children receiving mental health services without a provider. I of course will work to transition folks as best I can. It would have been ethical for Carelon to do the same (members received no notice of termination of my contract).

  

  Business Response

  Date: 03/05/2024

  Attached is Carelons no disclosure respone to 21373807.

• Initial Complaint

  Date:02/29/2024

  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.

  I am a medical ****** responsible for the mental health claims of a Licensed Mental Health Counselor. I believe the contract between the provider and Carelon is outdated and pays well below industry standards. I contacted Carelon on March 27, 2023 to request a rate increase for the provider and was told the process would be a review that could take up to 120 business days before an answer was received. Today, almost a full calendar year later we have still not received a single communication from Carelon regarding the matter. We have 16 reference numbers from calls made to them in the past year about this matter and once we passed 120 calendar days we were always told that they were sorry for the tardiness and the matter was being escalated immediately. I have asked for this in writing and provided an email, fax number, and physical address and have never received anything. I have asked to speak to a representative that handles the contracting increases and am always told they cannot be reached but are working on the matter. I have attempted on three different occassions to raise a formal complaint through the provider phone network and have been told the form was being emailed and again have never received anything. I have to imagine other providers are in the same scenario where they are underpaid for vital services and received poor or no communication from Carelon for business matters. If this issue is not resolved I will have to take action and terminate my contract with them and no longer see their clients, something I am strongly attempting to avoid but the financial toll this is having on my business is unacceptable.

  

  Business Response

  Date: 03/05/2024

  Attached is Carelons response to ********.

  Customer Answer

  Date: 03/06/2024

  [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:02/26/2024

  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 submitted an application for my private practice to be considered "in-network" on 4/20/23. The application has not been ruled on in over 300 days and the industry standard is 90 days. I've made over a dozen calls and numerous emails about the issue. The issue has been escalated to numerous departments by numerous individuals in supervisory positions with no resolution. I've contacted Carelon's complaint department and the only reason there is any movement at all in this regard is because I also submitted a complaint with the Insurance Commissioner with **.

  

  Business Response

  Date: 03/05/2024

  Attached is Carelons response to ********.

• Initial Complaint

  Date:02/21/2024

  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 sent in applications for 33 providers to be enrolled under a group contract with Carelon BH in July 2023 and after calling every month for the last 7 months, I still have gotten no response from Carelon on this group practice. I have filed complaints with the company and had my request elevated to the ****************** 3 times. They control all of the ********** payers who have a carve out for BH services. No other payer anywhere takes more than 6 months to process an application to join their network.

  

  Business Response

  Date: 03/05/2024

  Attached is Carelons response to ********.

• Initial Complaint

  Date:02/20/2024

  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 submitted applications to become participating providers on 7/28/23. They continue to tell us our application has been escalated and that provider relations manager will reach out by email. They have not made any attempt to contact us and the representatives have stated that nothing has been done regarding our application. We now have clients that are paying self pay because they are tired of waiting for the insurance company to enroll providers. This is an issue with this company in multiple states. They are not responding to providers. Their provider relation phone number is an over seas call center. Patients are paying for behavioral health insurance and can't use it because they are blocking providers.

  

  Business Response

  Date: 02/27/2024

  Attached is Carelons response to ********.

• Initial Complaint

  Date:02/19/2024

  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 applied as a BH provider w Carelon in Oct of 2021 to recredential me. None of my information has changed in the last 7 years since my original credentialing. I have called so many times I lost track. I have had my packet "escalated" and it seems to do nothing. I have asked to get calls back from a supervisor because they will not allow you to speak to one when you call and I have never received a call back. I am going on now almost 3 years and have no contract with them. I have never ever had this problem with any other insurance company and I have been a provider for almost 17 years. They are also in charge of ********** in ** and that is on hold for my business as well. I have thousands of dollars in claims that I am losing due to this issue and I have had to stop therapy with clients who have this insurance as well. It is a circular issue, there is no one to speak with that can help me and its extremely frustrated. I doubt I will ever be paid, as timely filing is an issue.

  

  Business Response

  Date: 03/05/2024

  Attached is Carelons response to ********.

• Initial Complaint

  Date:02/12/2024

  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 were getting paid by the company when they abruptly stopped paying ** stating they lost our contract. We reapplied to be contracted. It has been 9 months and we still have no information about the application. Mean while we are still seeing clients who have this insurance. We have 106 claims to bill for and the company is not helping us. No one seems to be able to get the contracting department to do anything.

  

  Business Response

  Date: 03/05/2024

  Attached is Carelons response to 21282847.
  
   
  
  Thank you,
  
   
  
  *********

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have made a previous complaint in early February. #******** *********** did reach out and I did give them the information they requested. I emailed the contact person twice and asked for an update. They responded that they would contact the contracting **** and get back to me but there has been no follow up. I email once a week to get any info but now they are not answering my emails and now a month has passed and I have no information at all on what is happening with the application for my wife's business. This is totally unacceptable. We are no longer taking new clients that have Carelon as their insurance carrier because we have not been paid by them in 9 months. The name of the business is *************************** LMHC dba Inner Strength Counseling 

  

  Business Response

  Date: 04/01/2024

  The provider disputed Carelons 3/5/24 response. Attached is Carelons response.
  
   

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service 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.

  2/7/24 Carelon behavioral health suddenly added a requirement for a security question. This is on top of changing passwords every 90 days ok. Requiring a 12 to 20 characture password including uppercase, digit and sign, ok. Requiring a valudation code, ok. Yet now they have uneartherd a security question that hasnt been adked for 7 years. I cannot prossess a claim now. Their customer service is unable to reset no matter how I can prove it's my account. 14 days they want me to wait to process a claim stating "compliance, hippa, legal". I get it. You want your site secure. But it is unconscionable that this can't be resolved. Im locked out pending this one stupid question that I could have made a typo on 7 years ago. I have never encountered this. There is always a backup or alt question or a way for customer service to verify and reset. I think you are purposely not giving me access to my login so that I cannot file a claim. Money in your pocket stays there collecting interest while I fight to have access to file for another 2 weeks. Unacceptable.

  

  Business Response

  Date: 03/03/2024

  Attached is Carelons response to ********.

• Initial Complaint

  Date:02/05/2024

  Type:Delivery 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 submitted an application to be in network with Carelon since April 2023. It is February 5, **************************** network with Carelon. Every week we call and we are told it will be escalated and that someone will contact us within 3-5 business days but no one ever calls or emails us to update us on our network application. We had to turn away numerous patients because Carelon would not get us in their network.

  

  Business Response

  Date: 02/27/2024

  Hello,
  
   
  
  Attached is Carelons response to 21248218.
  
   
  
  Thank you,
  
   

• Initial Complaint

  Date:02/02/2024

  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 called the national SAMHSA # to find out about substance abuse treatment. I have ******** and this is where the state told me to call. I called and didn't understand what they were telling me. The person was very rude and made it hard for me to understand. I had to end the call myself because I was in tears. I called a few minutes later with an advocate who was with me and spoke on speaker phone. The man who answered the phone accused us of tying up the line when she was asking questions I TOLD HER TO ASK BECAUSE I NEEDED ANSWERS to help me understand THE PROCESS. She was only asking what I needed to know so I could make a decision about whether it was safe for me to go through the whole conversation and intervention. I can't afford to take time and talk with someone try and set up treatment only to find out after hours that they don't take my insurance and my heart will be broken. I will use again and I will get depressed. I needed help. I did not need a rude man using a tone that sounded like a lecture about why I was asking too many questions. The number stated it was an "information line". For people who are supposed to work with people and understand people with mental health problems, this was not it. No compassion and seemed to have a total lack of training. He also cut off my advocate who was trying to explain this situation, that I needed more information before I could commit to the process because the system scares me. He was so rushed and did not even let her, a professional, get her words out before he wanted to end the call. So me, just a nothing person calling for help, I couldn't even get my questions out. These folks need more education and training in mental health and autism.

  

  Business Response

  Date: 02/22/2024

  Attached is Carelons response to 21237393.