ComplaintsforFirstEnroll

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled in 10/23 what I thought was insurance. I talked to an agent ***** at extension 116. and she gave me information stating that I was enrolling in First Health Aetna PPO. I was told I had copays for doctors and a $10,000 max out of pocket in a year, etc. I had to go to a hospital and they stated that there is no coverage for inpatient care. I pay $402.68 to first enroll each month and $89.96 to optimum per month. We were misled when signing up that this was insurance and now we have tens of thousands of dollars in Bills. I have called a couple times (once two months ago and they said yes this is insurance) and the last few days getting nothing but rude member service associates and they told me that they didn't sign up I did. Who would pay $500/mo for no benefits.

  Business response

  08/21/2024

  Dear ********, 

  Thank you for reaching out and sharing your concerns. Were genuinely sorry to hear about the difficulties youve experienced with your health plan.
  ******************** and foremost, I want to assure you that we take your situation very seriously. At FirstEnroll, we handle the billing and administrative aspects of your plan, but the health plan itself was purchased through *************************** a licensed insurance company. We understand how confusing this situation must be and sincerely regret any misunderstanding that may have occurred.
  To assist you further, we would be more than happy to help you contact ************************** directly. They will be able to review your case in detail and address any issues related to your coverage. Please let us know how you would prefer to proceed, and we can facilitate getting you in touch with the right representative.
  Again, we apologize for any inconvenience and frustration this has caused. We are here to support you and ensure that you get the assistance you need.
  Warm regards,

  FirstEnroll Team

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went online to search healthcare.gov for insurance ended up receiving calls from multiple agencies. Was contacted by first enroll a third party agency and in a bind between health insurances signed up for there program having been led to believe it was something solely different. After being charged I never received any benefits/id information. Have tried to email and call to cancel the plan the same day and I have not been able to get ahold of any service members. I need to have plan cancelled, refund and recurring monthly fees stopped from my account and remove any affiliation I have with this company.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been paying for my medical insurance to them for a year come to find out my insurance hasn't been active since January 2024. Now I have medical bills I can't pay and they have been taking $96.98 a month still.

  Business response

  07/09/2024

  Hello *******,
  Thank you for bringing this to our attention. We sincerely apologize for any hardship or confusion this has caused. Our notes show the ************* Plus was purchased back on November 9, 2023, with Adaptive Health Solutions,LLC and agent *********************.  Due to First Enroll being a third-party billing company, we have no access to any other plans your agency may have enrolled you in during this process. We are escalating this matter to our ***************** team and refunding you in full.  Emails for each refund have been forwarded. However,payment 2 for $96.98 will be sent by check to the address on file. Once the check has been issued an email receipt will be sent. Please be advised that a refund can take 5 to 7 business days to reflect to your account. Thank you.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Enroll mislead me, much like many of the reviews here, to believe I was registering for Obamacare. I emailed to cancel and followed up with a call to cancel the same day I enrolled. No response from the agent, ****. They told me if it was canceled and if I get any mail to just ignore it. They also charged me when there should not have been any charge, according to someone I spoke with at the Marketplace, who explained to me these are agencies that often commit fraud and mislead vulnerable people to people they are signing up for ********* Due to the lack of cancellation, I am now facing a cancellation of my ******** coverage which is very disruptive to my health and well being. This company should not be allowed to operate. There should be an investigation to all of the agencies operating for the marketplace healthcare. The only website anyone should contact is the .gov. There isnt even a website for First Enroll that I can find now.

  Business response

  06/26/2024

  We are sorry to hear you are experiencing difficulties. For clarification,First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums. We do not sell or solicit insurance nor are we an insurance agency. We are unable to speak to any representations that the agency or agent may have made to you and would have no knowledge of these communications. Unfortunately, the information provided in your complaint yielded no profile in our system. We would like the opportunity to discuss this matter further with you and hopefully find a resolution. Please call us at ****** Services ************ Mon-Fri 9am to 5:30pm est. for further assistance. Thank you.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First Enroll presents itself as a Healthcare Marketplace provider. I called to get a health insurance plan from “marketplace”. They told me Id have to pay $29.95 a month for this and authorize a monthly auto debit to get it. They said If receive ID cards in the mail before July 1 when my policy would go into effect. When I didn’t get the cards I called back. They said give them a little more time and assured me they would come. It’s now 4 days b4 my appt. I called again. I found out First Enroll is only a billing company and I have not purchased ANY HEALTH INSURANCE! I had to submit a letter in writing 15 days prior to my first bill to cancel. I did that. When I called again to speak to someone they said the complaint dept wasn’t open and that they worked from 9-5. It’s now 10 am and they r not answering the phone. As a result of this scam I will b without MEDICATION for 4 days since I moved my doc appt into the time frame which would “supposedly” b covered with my new health insurance plan—WHICH DOES NOT EXIST! I’ve sent a letter asking for my money back and to cancel. I’m calling my bank as well. THIS IS NOT A MARKETPLACE HEALTH INS PLAN!!

  Business response

  06/25/2024

  A representative from First Enroll was unable to reach you by phone this afternoon and left a message to contact us. We’re sorry you are unhappy with the AME $500 plan that was purchased through ****** ****** *** and agent Richard H***** (FL license *******). Unfortunately, we are simply the third-party billing agency assigned to bill for this plan’s monthly premiums. First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums.  We are not a marketing company, nor an insurance agency and we do not solicit or sell insurance or any other product.
  Our records show you called Member Services this morning at 9:59 am and our representative placed your AME $500 plan on a billing hold and submitted your request for cancelation to ****** ****** ***. Agencies have up to four days to finalize a cancelation. During this time, you would not have been billed. We have gone ahead and refunded your purchase. Be advised refunds take 5 to 7 business days to reflect in your account. The refund receipt and cancelation email are attached to this response. If you need to speak with your independent agency, ****** ****** ***, they can be reached at ***** ******** or you can call Member Services at ***** ********, Mon-Fri 9am to 530pm Est., and we would be happy to connect you to your agency. Again, we apologize for any misunderstanding there has been, and we look forward to helping you in anyway we can. 

  Customer response

  06/26/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First and foremost i searched for months to find my son (*************************) health insurance i thought finally i found something i can afford since i will be the one paying for this well i found out today after 6 mths he has no insurance and hasnt since 12/31/2023 yet money is still coming out of my account every month!! Like what am i paying for what have i paid for for 6 mths $219 a mth is alot when you live paycheck to paycheck im mad! My son needs his meds he is diabetic i feel like i have been ripped off im out all that money and now i have to figure out what to do for him it is unfair how this company is taking advantage for people

  Business response

  06/25/2024

  We are extremely sorry you are unhappy with the plan that was purchased through Comprehensive Health Solutions and your agent *****************************.Unfortunately, we are simply the third-party billing agency assigned to bill for this plans monthly premiums. First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums.  We are not a marketing company,nor an insurance agency and we do not solicit or sell insurance or any other product.
  To cancel his plan, ****** will need to call ****** Services at **************, Mon-Fri 9am to 530pm Est. We will be happy to get that process started for him. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hey there a scam they scammed me out of my f****** money promise me health insurance with no deductible try calling the number every time you call it says you have reached us after normal business hours you go to the website says this domain is for sale, after reading the paperwork it says it's a membership to business ******* of America and for members to log in at mymemberbenefits.com

  Business response

  06/13/2024

  First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums.  First Enroll is not a marketing company nor an insurance agency and we do not solicit or sell insurance or any other product. We are unable to speak to any representations that the agency or agent may have made to you and would have no knowledge of these communications. I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency, A&J **************** LLC and agent *********************.  One of our representatives tried reaching out to you this afternoon and left a voicemail for follow up. Our records show your MyChoice Plan Low became active on June 1st and well within the 30day first look. Please give us a call at ****** Services ************** Mon- Fri 9am to 5pm Est, and ask for *****. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The primary complaint is that a document was forged using my name. I was first contacted by the company via phone. The company is relentless calling from approximately 50 different phone numbers and close to 100 times in less than 24 hours. They are "selling" PPO health ********* plans. They would not provide any documentation on the plan benefits until a credit card number was provided but promised I would not be charged until I signed a policy agreement. I foolishly provided my credit card information so I could view the policy documents. After providing my card info I was sent a document to sign but no documents pertaining to policy benefits. I told the agent I was not comfortable signing the documents without additional information; I will not be signing anything and my card should not be charged, then the call was ended. About an hour later, I received an email with all of my application/enrollment information etc. I checked my credit card and I was charged for the policy $318 that I never agreed to. When I logged into the portal that was provided in the email, I found the application doc with a forged signature. I contacted the company and they are pending a full refund however forging documents is not an acceptable practice. The interactions and forging took place on 6/6/24 and customer service issued a refund on 6/7/24. The agent's name was **** ******* ***-***-**** ex. ***

  Business response

  06/18/2024

  Dear Ms. ****,
  Thank you for reaching out to us. We understand your frustration and concerns regarding your agent Jose ******* (MA license ********) and ******* ********* ****** LLC. Our Quality Assurance team is addressing this issue with ******* ********* ****** LLC, and they will be taking appropriate action with Mr. *******. First Enroll is not a marketing company nor an ********* ****** and we do not solicit or sell ********* or any other product. First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of ********* premiums. Again, we sincerely apologize for the actions of the ****** and thank you for bringing this to our attention.  Below you will find your ******’s contact information, if you wish to speak to them further regarding this issue. Thank you.
  ******* ********* ****** LLC
  (***) ***-****

  Customer response

  06/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Hi there, I appreciate your efforts to resolve this matter internally. With that said, I am still receiving repeated hourly calls from your company. I have added myself to the Do Not Call list and I would like my information removed from your company's call list. I do not want any further contact via phone. If you could please remove me from the call list then this issue can be resolved.
  
  
  Regards,
  
  ********* ****

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company called me to enroll in healthcare through the marketplace. I was explained I was being enrolled into ******** ****** ********** I desperately needed healthcare because I have asthma. I was told it would be 127.98 per month. I was confused by the two separate charges on my account from First Enroll and from ********* I only just now realized they are two separate entities because I enrolled in a different healthcare and Ambetter was cancelled but I was still charged 127.98. After calling Ambetter, the *********** and First Enroll, I learned that it was a different thing I have never utilized or even known about. It is a discount card to be used at very specific medical practices. This is not something I was aware of, used, or needed. I feel taken advantage of and lied to by this company considering the only explanation of benefits from this company was sent to a spam folder and I thought I was being covered by *********

  Business response

  06/03/2024

  First Enroll is not a marketing company or an insurance agency and we do not solicit or sell insurance or any other product. We are a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums. Our services to licensed agents and agencies are limited to providing support services and an enrollment platform. We are unable to speak to any representations that the agency or agent may have made to you and would have no knowledge of these communications. Unfortunately, your plan falls outside of the 30day first look and is not eligible for a refund. If you would like to discuss this matter further, please reach out to your licensed independent agency. Your agency was Comprehensive Health Solutions and your agent was Cory Harbinson. They can be contacted at the following number: ###-###-####. If your agency is unable to assist you, please contact our member support line for further assistance, which can be reached at: ###-###-#### or via email at *********************** for after hours support. Thank you.

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I was advised by the representative that I was only enrolled for an insurance premium at the price I had been continued to be charged. After switching insurance services to a new provider with a $0 premium is when I realized this extra $127.98 was for something I did not know I had consented to. I would like to request a refund for the amount I was billed on May 28th 2024 of $127.98 since that is within 30 days and I am no longer covered by the insurance your institution had set me up with and I will not ever use this discount thing your agency has been billing me for the past year. Please be so kind as to reverse just the most recent charge. I am out of work and you have set me back almost $2000 unbeknownst to me.
  
  Regards,
  
  **** ****

  Business response

  06/04/2024

  Hello ** ***** 

  The 30 day First Look only applies to your first premium payment, during your enrollment period. We've escalated your request and have refunded the May 28th payment for $127.98. Refunds can take up to 5 to 7 business days. A copy of your receipt has been included for your records. Please contact your independent agency, Comprehensive Health Solutions at ###-###-#### should you require further assistance. Thank you.

  Customer response

  06/05/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your courtesy.
  
  Regards,
  
  **** ****

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled my insurance And I have had ********** Blue Shield since January. And I just noticed they have been charging me a monthly fee of three hundred and seventy five dollars and ninety eight cents ever since I canceled. So not only have I been paying blue crush. Blue shield every month $,428. This company is also taking three hundred and seventy five dollars out of my account every month after I canceled

*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. ↩