ComplaintsforSummaCare

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Summacare provides a customer service department that processes customer hospital/doctor complaints. On 2-24-23 at 11:16 AM called Summacare at ************ and attempted to file a complaint for a hospital billing error that was unresolved. My wife was monitoring the call as well. Department was uncooperative and the complaint and resultant investigation was severely impacted. There was a $40 charge that was in question. Summacare customer service failed/refused to record the complaint with the $40 ***************, University Hospitals charge. As a result Summacare claimed I still owed $40. Not true. Contact by Summacare management is requested to go over the details.

  

  Business response

  12/05/2023

  Thank you for bringing this matter to our attention. We have reached out to this member and have resolved the complaint to their satisfaction. We appreciate opportunities like this to provide our members with the service they expect and deserve. Experiences like this one also create an opportunity for us to deliver coaching and education to our team members, about providing consistent service.

  Customer response

  12/06/2023

   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.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed up for the summacare advantage plan in part because some of my health care needs would be paid for under their OTC purchase program. Now that I am a member I find out that many simple and customary items such as a senior multivitamins requires a doctors visit and a referral for the vitamin. All vitamins fall under this summacare rule. I feel this is a blatant bait and switch by Summacare. Having me jump through hoops to get many everyday Over The Counter items I was led to believe would be available under their Over The Counter program.

  

  Business response

  05/11/2023

  We have contacted our member and addressed all of his questions and concerns.  He now understands that the disclaimer he viewed on our over-the-counter vendor partner’s website was inaccurate and does not apply to vitamins.  He is able to purchase vitamins using his over-the-counter benefit.  We informed him that we are working with our vendor partner to correct the information contained in the disclaimer.  Our representative offered to answer any other questions he had or address any other complaints he may have, and he stated that there were none.  Our representative also provided our member with her direct line in the event he had further questions or concerns.  The member stated this was the first time he had ever had any issues with us and he is now satisfied. He stated that he would advise the BBB that he is now satisfied with our service.

  Customer response

  05/11/2023

  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.

*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. ↩