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:03/26/2025

  Type:Customer Service 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 solo practitioner mental health therapist in ***** who needs access to Navinet in order to solve client claim issues which ***resent a significant financial issue for my small business. But Navinet says I cannot do that until they contact me by outbound call only. It has been 6 weeks, and they still have not accomplished that. In my first registration attempt, they called once, and then not again until 3 weeks later after I called to escalate my case. They dont tell you their outbound number, so I was unable to discern their calls from the 10 spam calls I get daily. They also left no voicemails to identify themselves, so I had to eventually call some unknown numbers to determine which one was Navinet. By that time, they emailed to cancel my registration. I have called them five times during my next two registration attempts and politely asked for some way to resolve this, but their promises to call on certain days, even when I made myself available the entire day, were never followed through on. They even suggested something might be wrong with my voicemail, since their callers ***orted leaving voicemails, which was not true. They only allow you to suggest one day per week for them to call, and only allow one time range for that call. And they never called on those days anyway. The second time I registered, they called three times within 5 minutes in the middle of a therapy session, and then cancelled my registration the next day. Im on my third registration attempt now, and in 7 days they havent called me once, despite me calling them twice early in the morning, letting them know I was available all day on those days, and them promising they would call me that day. Today was one of those days, once again with no call. I have had enough. I called my provider executive *** at ********** and left a voicemail to complain, and Im writing this complaint here. I will contact the ************************** and my government ***resentatives next.

  Customer Answer

  Date: 04/06/2025

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

  Business Response

  Date: 04/08/2025

  Good Morning,

  We have attempted to contact ******* ******* three times,but he has not returned our calls. As a security guard, we need to reach him directly at the number on file with the insurance plan but have been unsuccessful. We will keep trying to resolve this issue satisfactorily for Mr.*******.

  Thank you,

  **** ****

  Customer Answer

  Date: 04/08/2025

  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. 

  It is not true that Navinet has called me three times.  They have called me four.  And. as of this morning, I have called them six times.  As I said in the complaint, my first registration was cancelled after I couldn't tell their two calls from the 10 spam calls I get daily.  The second registration was cancelled after they called me twice in five minutes during an emotional therapy session with a client that I refused to interrupt for this.  After initiating my 3rd registration attempt on March 20th, I have yet to receive a single call.  And they have not once left me a message so that I could return their call.  I called this morning, gave a time frame they could reach me, and was told "they would TRY to reach me then, but if not they would leave a message and I could call back."  Again, I have never received a voicemail from Naviinet, and I told them that.  I asked for a supervisor, they stated it was the supervisor trying to reach me.  I explained I had reached out to BBB in a complaint since this is going on 2 months now, and just wanted to resolve this.  They said they "WOULD" call me today in the time frame I gave them. 
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 04/13/2025

  This e-mail is to notify you complaint #******** has now been resolved.  We've received a callback from ******* ******* which enabled us to resolve his issue.

  
  

  Best,

• 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.

  We pay Navinet monthly so we can verify insurances. Our office manager left 1/15/24- we notified Navinet and I have requested to be the new security officer. Since then, they have disabled the old security managers account and not granted me ****** as the new one. So all of the employees that need ****** to this website we are paying for. Do not have accsess. I can not reset anyones passwords or register new users. My account is the only one working. I started a case on 2/12/24. I contacted support who told me to leave comments on my case so it gets brought to the top. I have left multiple comments for 2 months now and absolutely nothing has been done! I have sent emails. This is really a problem for our buisness and I am getting no help from this company yet they continue to take our money every month.

  Business Response

  Date: 04/09/2024

  Thank you for your email.

  We have reached out to ******* and updated her username to be an SO.  She had a couple of questions, which we answered.  This issue has been resolved.

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

   

  Customer Answer

  Date: 04/09/2024

  [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:02/05/2024

  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.

  *************** has been in practice for ***************************************** the hospital and closed the office 9/28/23. Everything has been moved to our home . His office manager retired . When I logged in to the Navinet account to change the address etc. and had difficulty, they turned the account off because I was not the original user. Since then I have called written and complained without success. I still cannot access EOBs from certain insurers. We have sat wait for supervisors to call that never call.This is impacting our ability to bill and do business

  Business Response

  Date: 02/13/2024

  Thank you for giving us the opportunity to address this complaint.

  We have contacted **************** and he confirmed he now has access to the NantHealth Portal.  

  Sincerely,

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

• Initial Complaint

  Date:07/21/2023

  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.

  I got locked out of my Navinet account on or about June 20 and contacted Navinet customer service and was told I had to reregister and that's what I did.. A week went by without any out reach from Navinet. I called on July 3 and was told that the ticket had to be close and she would guided me to set up the new Navinet account. We tried several different way and different browsers and email address and it didn't work. Now here it is July 21 and I still don't have access. I need to have access for the Provider's that I work for this has impacted the business for the Provider billing accounts for the Patient statements. I would appreciate if this was corrected immediately.

  Business Response

  Date: 07/25/2023

  Good Day, 

  We were able to connect with *********************************** and assist her with logging into the NaviNet Portal.  She now has access and is able to use the portal.

  Sincerely,

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

• Initial Complaint

  Date:04/13/2023

  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.

  I am the office manager at a ********************* and many of our patient's have Cigna or **** insurance. The patient's insurance needs to be verified before they can see the doctor. I have registered to have an account with ******************** on 2/14/23 and they said that someone will call us back to verify some information about the office before the account can be approved. It's been 2 months since I have registered and I have not recieved a call as yet. I have called Navinet several time over the past 2 months but they always tell me that my registration is in progress and that I should wait a few more days. They have been giving me that wrap around for the past 2 months. I asked to speak with a supervisor twice and the supervisors are unavailable. We had to put a stop in seeing patients with ***** and **** because their insurances cannot be verified, which is resulting in the patients not getting the care they require. The employees are doing a very poor job at Navinet, since it takes more than 2 months to get an account registered. They also cannot provide us with the phone number for the department that handles verification.

  Business Response

  Date: 04/14/2023

  Good Afternoon,

  We have reached out to ******************************* and have processed her registration to enable her to access the NaviNet portal.

  Thank you,

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

• Initial Complaint

  Date:03/06/2023

  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.

  I am a Licensed Professional Counselor contracted with PA health plan providers that require the use of NaviNet to submit claims and receive payment for billable services. I registered for an account with NaviNet on January 12th and after numerous calls, excuses, false promises and a general run-around, this company has failed in processing my account request in a timely manner. I am a sole proprietor, and as a small business, this is hurting the finances of my practice and prolonging the availability of my services to those insurance holders who are seeking my care. I am baffled how such large insurance companies can contract with a company so negligent in their process and are not even BBB accredited. To all providers reading this complaint, I suggest staying on top of NaviNet until we see some sort of change in a broken healthcare system. My next step will be a call to my state representative on the matter.

  Business Response

  Date: 03/07/2023

  Good Afternoon,

   

  This request has been approved for processing.  We called the user and left a message on her voicemail advising her.

  We can see she has logged in and has access. 

   

  Sincerely,

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

• Initial Complaint

  Date:02/16/2023

  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.

  As a healthcare provider, I am required by an insurance company (Highmark BlueShield) to use the services of Navinet for determining eligibility of patients and file claims for care provided. On December 16, 2022, I submitted a request to register with Navinet to comply with Highmark requirements. Navinet failed to act on the request, claiming they needed further information from me while refusing to disclose what information they needed so I could provide it. After waiting a month, unable to file claims for patients under my care and suffering personal financial hardship from Navinet's lack of action, I began calling them once or twice per week to check on the status of my case. Each time I was assured they were working on the case but that it was already turned over to the person responsible for verifying and issuing my credentials so that nothing could be done. Beginning two weeks ago, when I would call to check on the status, Navinet began asking for specific days and times to call and guaranteed me they would call during those hours. They have failed to call each time. As a result of Navinet's failure to act, I have been forced to stop seeing patients with ***************************** because I am unable to process their claims. Navinet's failure to act has not only caused me a loss of income, but more importantly has resulted in patients not receiving needed care. Since threatening to file this complaint, Navinet called twice, each time they forced the call to voicemail without letting it ring, then claimed they could not get in touch with me. Their lack of integrity is appalling.

  Business Response

  Date: 02/21/2023

  Good Afternoon,

   

  We have reached out to ******************** and he now has access to the NaviNet portal.  We've confirmed that he has logged in with his new credentials.

   

  Sincerely,

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

• Initial Complaint

  Date:02/07/2023

  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.

  I am the Billing Manager *********************************** and a user of the ******************** system and I need to have my access. I put in a request and my registration number from Navinet is ********. I have called numerous times and the **************** and the Manager ***** keep telling me the registration is in progress. This has been over 3 weeks and this is unacceptable. I need this access complete so that I can process the Billing for my Provider. *****************************. I need this company to have my registration ******** completed ASAP. This is impacting the Financial of the Business. We are losing money everyday and will have to close down if this is not completed.

  Business Response

  Date: 02/09/2023

  Good Afternoon,

   

  We have reached out to *********************************** and are working with her to register.  ************************ is a 3rd party entity, which necessitates her to register as such.  All 3rd party entities are required to fill out a business authorization form, which will remain on file.  This form needs to be signed by the provider *********************** is billing for, in order for her to have access to NaviNet.
  
  This is part of our security and compliance guidelines, which we cannot deviate from.
  
  We will continue to work with ************************ and prioritize her registration, once she returns the form to us.
  
  Sincerely,
  *****************

• Initial Complaint

  Date:12/13/2022

  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.

  We are a third party billing company that services over 8 provider offices, some for acute cases. We submitted a registration to this entity on 11/28/2022 and was given a 5-7 day turnaround as patients cannot be seen unless verified on this platform. We have called everyday since 11/28 for a status of the case #******** and yet no outcome. No registration , this has been the 2nd time down this road with this entity , they hire offshore reps that have no clue how to assist with the providers needs.. They service many ******************** carriers and do a really poor job,, at the patients expense. We have lost revenue in the 3 week waiting they have placed unneccessarily, there is NO regards for the business aspect of healthcare and the role they play in enabling patients to be seen by providers is lost on them

  Business Response

  Date: 12/14/2022

  Good Morning,

   

  ***************** registration has been completed.  We spoke to her yesterday and she now has access to our system.  

   

  Thank you!

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

  Customer Answer

  Date: 12/14/2022

  [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. I would sill like to point out the lengthy time and runaround we were given in order to get this resolved. I would like to make it known the healthcare carriers the tedious process we are put through in order to use this platform 
  
  Regards,
  
  Mbas Group Llc *****

• Initial Complaint

  Date:12/12/2022

  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 am a Licensed clinical social worker in ********** and is a healthcare provider I provide psychotherapy to ******** patients. Some of these ******** patients have ********** Blue Shield Horizon health plan as a secondary plan. I am supposed to receive payment for direct services from BC BS horizon . BCBS has partnered for direct deposit to providers via NaviNet. Since the end of October I have been trying to set up my NaviNet enrollment which is necessary in order to access my fees from BCBS. The process has been excessively prolonged, with NaviNet for a reason I do not understand. It took several weeks for navinet to assign me me a registration number which was completed nov 14. To date they have not completed my enrollment so that I can set up my direct deposit account and receive my fees from BCBS. I have called numerous times to follow up and they keep telling me it is in process and cannot guarantee any time frame other than it will be soon. They cannot detail why this is taking so long. I requested to speak with the supervisor and was told his supervisor will contact me but this has not happened. I have also contacted ********** blue shield about this issue and there is nothing they can do on their end. My registration number with NaviNet is ******** .The last e mail I received is Nov 15. Stating my enrollment request is in process. I am legally entitled to receive my payments from Navinet within a reasonable time frame. This is despicable. I am requesting immediate action on the part of NaviNet to complete my enrollment so that I can access payments due me for my services.Thank you.

  Business Response

  Date: 12/14/2022

  Good Afternoon,

   

  We're sorry for the delay in getting back to you on this.  We needed to verify specific information directly with the health plan before registering **********************  We have done so and rec'd the approval.  She is now registered in the NaviNet System and has access.

   

  Sincerely,

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

  Customer Answer

  Date: 12/15/2022

  [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:
  
  After the intervention of BBB, Navinet completed my enrollment.

  I agree that my complaint will be closed at this point.
  
  Regards,
  
  *********************