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Complaint Details
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Initial Complaint
12/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Caresource Rewards program promises to issue credits for qualifying appointments and immunizations. I have multiple appointments that my son has attended that are on the qualification list and I am not getting replies as promise by the automatic response until I inquire again, then I am told that they can not find the appointments after I have provided the exact dates places and times. I also have provided immunization records as verification of the qualifying immunizations and continuously am told if I do not agree to email again, which I have now 4 times. I would not have selected this insurance company had it not been for the benefits of the credits they offer.Business response
01/31/2022
Business Response /* (1000, 5, 2022/01/13) */ Good Afternoon CareSource has just received today 1/13/2022 the necessary information from the complainant and will need additional time to research and provide the best possible solution. Member's parent has been made aware of the request. CareSource is requesting 10 additional calendar days to resolve. Thank you for your consideration Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not wish to have this case closed until the company provides a solution within the requested additional 10 days. Business Response /* (4000, 9, 2022/01/19) */ Thank you for sharing Ms. ******'s complaint. To protect their PHI, the CareSource resolution was given to Ms. ****** via email on 1/19/2022 as the members parent cannot answer calls during work hours. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information.Initial Complaint
12/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
(Complaint taken over the phone by Cleveland, Ohio BBB staff, LST, on 12/29/21.)***Consumer received a pamphlet in early October (2021) which offered a $100 gift card for all members ages 12 and older who receive their Covid vaccinations before 12/31/21. Consumer received vaccine 1 on 04/06/21, vaccine 2 on 05/04/21 and the booster on 11/19/21. Consumer called for the gift card and was told she was ineligible because the vaccine shots had to be received after June of 2021. Consumer maintains there is no mention of any June requirement in the pamphlet.Business response
01/11/2022
Business Response /* (1000, 5, 2022/01/10) */ Thank you for sharing Ms. ********'s complaint. To protect their PHI, the CareSource resolution was given to Mr. ******* via a secure phone call on 01/04/2022. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information. Consumer Response /* (2000, 7, 2022/01/11) */ I haven't received anything as of yet but they did contact me and said it would take 45 days to receive the card I thank you so much for assisting meInitial Complaint
12/22/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On August 3, 2021, I visited my family physician for my routine, preventative care check-up. I mentioned I had hemorrhoids that flare up from time to time. He stated it was time for me to get a colonoscopy based on my age. So, he ordered a colonoscopy/referred me to a GI. The GI also stated it was time to get a colonoscopy based on my age when I visited her office on November 18, 2021, and we scheduled it for December 1, 2021. I was told by her office that they get such procedures preapproved by the insurance company. Just to be safe, on November 19, 2021, I contacted CareSource by phone (I believe it has a recording of the conversation) and was assured by the representative that everything related to the colonoscopy, including the anesthesia/anesthesiologist, would by 100% covered by CareSource at $0 copay to me. I had the colonoscopy on December 1, 2021, and now CareSource is stating I am responsible for payment, not it.Business response
01/06/2022
Business Response /* (1000, 5, 2022/01/04) */ Thank you for sharing Mr. *******'s complaint. To protect their PHI, the CareSource resolution was given to Mr. ******* via a secure phone call on 01/03/2022. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information. Consumer Response /* (2000, 7, 2022/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was told by a CareSource member services specialist prior to my colonoscopy that it was 100% covered at $0 copay, I was not told diagnostic ones were treated differently, just that I had to be over 45 and not had one in the last 10 years for it to be covered. It was coded and billed as diagnostic by my providers, even though my doctors told me it was time for me to get a colonoscopy based on my age. I never would have had the colonoscopy simply to diagnose my hemorrhoids that I've known about and had for years. I had it because I am now 45 and it is recommended to get one at 45 now, not 50. I have spoken with the GI's office and it seems nothing can be done about how it has been billed now. Though there is plenty of blame to go around regarding the bad communications that took place prior to the procedure among myself, my providers, and CareSource, and I understand CareSource's position on the matter, I will not be using CareSource as my medical insurance company after 2021. This has been an expensive lesson on the importance of clear and complete communication of all details and that such communication is understood. I do however consider this matter closed though, and thank the BBB for its assistance.Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company needs to STOP HARASSING ME!!! I was searching around the internet to get an idea of how much healthcare will cost when I retire and this company has been calling my phone non-stop ever since. They have called 35 times in the last two days. They use a different number that appears to be coming from different towns in Ohio but they are not fooling anyone. I have texted "stop" to all of them and receive a text back that I have been removed but a while later I just get another call from what appears to be another number. Again, this is total harassment and it needs to stop immediately. Any company with deceptive tricks like this should not be trusted... period.Business response
12/28/2021
Business Response /* (1000, 5, 2021/12/15) */ The CareSource Sales team has confirmed that CareSource does not have an outbound call program to non-members. It is possible that clicking a digital ad from an insurance agency online, that has listed CareSource as one of the plan options, may have generated the sales calls Ms. Hamrick is receiving. Due to the many calls Ms. Hamrick has received, CareSource has declined to contact her as to not upset the non-member any more than already due to the online brokers constant calls. Please contact us if we can provide any additional information. Thank youInitial Complaint
12/08/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
When I first starting going to this doctor (CMS) they had just switched from being premier. They are located at 1380 Dublin Rd - I was told I was covered from CMS and called Care source to confirm and they said the same thing. They then starting sending me bills so I paid them and I can hardly put food on the table. I have record of all the payments I have made to them. I am very confused as to why Care source said this would be covered (due to the nature of my need). I would very much like to be refunded what should have been covered in the first placeBusiness response
12/16/2021
Business Response /* (1000, 5, 2021/12/16) */ Thank you for sharing Mr. ******'s complaint. To protect the member's PHI a CareSource Grievance Specialist spoke with Mr. ****** on 12/15/2021 and conferenced in the members counselor. After the member and counselor were educated on how to provide the information needed the member confirmed he was ***** with the resolution and thanked CareSource and his counselor for the work regarding the issue. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information. Consumer Response /* (3000, 13, 2022/02/16) */ I received a letter from caresource saying yes I was rewarded the sum and that where I had received the $850 from CMS so they deducted that from the sum but CMS had received a payment from me after the 1-15 date to February so they took that money even though I was covered by caresource so the payment of $850 from cms should have that payment deducted from the $850 because i had coverage and then February i was covered by united Healthcare. Then on the back of the letter caresource sent it said I owed numerous $35 copay which makes no sense it only cost 17 dollars a day if I just paid, so from the 9 hundred dollar amount and sends me a $505 check, but there's 2 things that need fixed, I couldn't find the letter they sent i was pretty much in shock and showed my mother and I forgot where I put it Business Response /* (4000, 19, 2022/02/25) */ Thank you for sharing Mr. ******'s follow-up complaint. To protect the member's PHI a Grievance Specialist contacted and spoke with Mr. ****** on 2/23/2022 to provide more information regarding the members issue. CareSource appreciates the inquiry and believes the issue is resolved to the best of our ability. Please contact us if we can provide anything further.Initial Complaint
12/02/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We purchased insurance from the Marketplace through CareSource in August 2021 to bridge the gap between new company insurance. We cancelled the insurance plan at the end of September 2021. We received a rejection from our son's ENT for dual insurance policies ( the only way we found out about this ) and come to find out we have to cancel the account as well as the plan to be completely removed, but we were still being charged even without a plan. CareSource stated as soon as the monthly statement is printed, the bill has to be paid ( even with no plan attached to the account ). So we are on the hook for $358.43 ( for October & November ) even after being told we did not have coverage in October or November ( plan was cancelled in September ). We are being charged for October & November even with not having coverage. If the plan was cancelled, that would basically give CareSource the right to charge any plan amount to that account, if they choose to do so since, by their standards, the account can still be charged. This amounts to me having a $0 balance on a credit card and still having an active account. I'm not paying for an account I owe nothing on.Business response
01/04/2022
Business Response /* (1000, 5, 2021/12/17) */ Thank you for sharing Mr. *******'s complaint. To protect his PHI, the CareSource resolution was sent to him via secure email on 12/17/2021. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information.Initial Complaint
10/08/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
CARESOURCE OFFERED A $100 GIFT CARD FOR PROOF OF VACCINATION. NOW THEY TELL ME ITS THE HEALTH DEPARTMENTS FAULT NOW THEY TELL ME THAT ITS MEDICAIDS FAULT NOW THEY TELL ME ITS EVERYBODY ELSES FAULT WHY I HAVE NOT GOTTEN MY GIFT CARD SINCE JULY 2021 !!!Business response
11/11/2021
Business Response /* (1000, 5, 2021/10/25) */ Thank you for sharing Ms. *******************'s complaint. To protect her PHI, the CareSource resolution was sent to her via secure email on 10/25/2021. The OH VAX Incentive program is available to OH Medicaid and MyCare members 12+ who receive the first dose of their vaccine between 6/15/21 - 12/31/21. CareSource members are required to complete an online form once they've received their vaccine to sign-up for the reward. Once a member signs up, the reward is expected to take 30 days (digital) or 45 days (physical) to be sent to a member. CareSource is not rewarding members until the Ohio Department of Medicaid (ODM) verifies their 1st dose was received within the program dates. Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) THEY NEED TO CONTACT ODM TO VARIFY Business Response /* (4000, 11, 2021/11/10) */ Thank you for sharing Ms. *******************'s complaint. To protect her PHI, the CareSource resolution was sent to her via secure email on 11/10/2021. Consumer Response /* (4200, 13, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They need to send the gift card via USPS as promised.Initial Complaint
10/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a State of ******* retiree. I became aware that the State of ******* has a Medical Benefits account available to retirees to reimburse a percentage of the monthly amount spent for health insurance premiums. I contacted CareSource on September 16, 2021, requesting that they provide me with copies of receipts or a statement, showing the dates of coverage, the amount paid, and the name of the covered individual. They initially told me that I had to contact the Marketplace, and the Marketplace told me that I had to contact CareSource. After 8 phone calls I was told that they would send me copies of invoices within 7 to 14 days. I needed to submit my form (form ***** for my coverage of May, 2021 and June, 2021, before September 30, 2021. They claimed that they were unable to email me the documents, and so I can't even be reimbursed for those 2 months of coverage. I STRESSED the importance of receiving the documents in a timely manner, and it is now October 7th, 2021, with no docBusiness response
10/25/2021
Business Response /* (1000, 5, 2021/10/13) */ Hello, Thank you for sharing Ms. *******' complaint. To protect her PHI, the CareSource resolution was provided during a telephone conversation that took place on 10/12/2021. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information.Initial Complaint
08/31/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I no longer live in the state of *******, and I have verbally on the phone, requested multiple times that CareSource CEASE & DESIST all communication with me. I do not want to receive plan information, or a further statement of benefits. I dispute any claim against me made by this company, and I wish for them to IMMEDIATELY and PERMANENTLY cease all contact with me.Business response
09/22/2021
Business Response /* (1000, 9, 2021/09/20) */ In response Better Business Bureau complaint for member **** *****, please be advised that CareSource has updated the member's communication preferences, removing her from all communication lists moving forward. As a result, the member will not be contacted again. Should you have any questions or require additional information feel free to contact **************@caresource.com. Consumer Response /* (3000, 11, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know why you're referring to me as a member at all. I shouldn't be one any longer. I'm insured in another state and have requested multiple times to cancel any membership I have with you.Initial Complaint
08/13/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I removed the insurance but caresource didn't return to be sufficient moneyBusiness response
09/13/2021
Business Response /* (1000, 5, 2021/08/30) */ Thank you for sharing *********** complaint. To protect his ***, the CareSource resolution was sent to him via secure email on 08/30/2021. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information.
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Customer Complaints Summary
61 total complaints in the last 3 years.
20 complaints closed in the last 12 months.