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:12/31/2024

  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.

  On October 22, 2024 I signed up for the ******** **** ***  discount dental and vision plan provided by Access One Consumer Health for ***** Dental and ******* Vision Insurance . I was told that I would be entitled to a full refund within the first 30 days if I decided that I did not want the plan for any reason and had not used it. When I called on October 15th to inquire as to why I had not received my card and to make my first payment and the representative stated that my first premium payment was a lot higher than I was previously quoted upon the initial sign up. So I decided to cancel the pan because I had been misinformed and did not want to pay a premium that high. A few days later, I called back to inquire as to when I would receive my refund and I was then told that I was not entitled to a refund. I live in the State of Maryland and it clearly states on the signed paperwork on page 2 that Maryland residents are entitled to a full refund minus $5.00. I requested to speak to the supervisor Destiny and she informed me that the representative that I spoke to was incorrect and she said that it takes 15 days to process the refund. I called on November 15th, December 5th & December 17th to follow up on the status and was told each time that I was not qualified for a refund. Each time I requested to speak to a supervisor or to Destiny, I was told that I would receive a return call and still have received no response regarding my refund. I initially paid $209.00 on my credit card and am still awaiting for a response and a refund. I wanted to file this complaint with the Better Business Bureau To get this matter resolved before I file a complaint in civil court.

  Business Response

  Date: 01/09/2025

  This is the message from the company (First Enroll-Compass Care Navigator) who sold the discount plan to ******* ******

  Thank you for reaching out to us and sharing your concerns. We genuinely appreciate your feedback and are sorry to hear about your dissatisfaction with the ******** **** **** Better Vision-Add on, and ******* **** Navigator+-Add on products you purchased through Your health Group. 

  We understand how frustrating it can be when a plan doesn’t meet your expectations or healthcare needs. Please know that we’ve taken your concerns seriously and have processed your refund of $209.97. While we work to process refunds as quickly as possible, please note that it may take up to 5 to 7 business days to reflect in your account, depending on your financial institution. 
  We sincerely regret any inconvenience caused and appreciate your patience as we work to resolve your concerns. If there’s anything more we can do to support you, please don’t hesitate to reach out.
  Thank you for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:11/22/2024

  Type:Billing 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 signed up for this Health plan for Medical Insurance under the belief that it was reputable, as I found it on the Marketplace site for medical insurance. I paid $243.99 a month for 7 months..beginning 29 Feb 24. When we attempted to use the policy ************ Group # ******* we found out it was called “*** ******* ****** and completely fake!! Policy was cancelled 24 Sep 24 with no refund. The Customer Service number given was ************. This plan did not cover Dr visits, Hospitalization, Medicine or Labs. When calling, got transferred to “Admin for **** ****** “. I am requesting this company stops false advertising and would like my premium payments refunded in the amount of $1707.93.

  Business Response

  Date: 12/03/2024

  Enclosed is correspondence internally with ******* companies as of 12/2/24 we received. This is an insurance product of which Access One has no relationships with this division. Access One is only involved with Discount Plans, Not Insurance. All Future correspondence would need to be with the insurance company *********** *** below (I have no contact information with them).

  The name on the complaint is listed as ******** ******** I checked our system and we do not have a member under that name. However, they did provide a policy ID number of ********* that is tied to a ******* ********* The address we have on file for this member is also in Steubenville, OH, but the street address on the complaint does not match. 
  ******* ******** was sold a DVH product alongside a TVP medical plan on 2/28/24 with a requested effective date for both policies of 2/29/24. Both policies were sold by an independent 3rd party agency that uses our platform. The name of the agency is ************ ***** The complaint seems to be pointed at the medical plan so I am not sure why it was directed to *********.  The member requested a cancellation of both policies on 9/24/24 (attached) and we cancelled all future installments on the same day. 
  I spoke with the agency owner tied to this case. He assured me that his team would not represent themselves as a member of NY state. We both agreed to cancel the policy and issue a full refund.

• Initial Complaint

  Date:03/27/2024

  Type:Billing 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.

  March 26,2024 I was seeking a dental insurance on the web, And I thought I had found a legitimate site wher I afford my information after Multiple calls from them. I did mention to that agent that I was driving that i couldn't handle that call,and that agent continued to say that he was to be helpful and would be easy and quickly. In thensame conversation I ask for vision insurance and he replied no problem I also have a vision coverage to be added to your policy. If truly they are recording they you can also hear me explaining that I was on the freeway and couldn't pull to the side to sign. The agent in the other line never once disclosed that it was a discount card, I explained to the gentleman that I needed dental work up and wanted coverage that suit my need with a no waiting period. He reassure me that I would have coverage starting as of the next day of 03/27/2024 once I signed the text link and to follow a verbal agreedment on a prerecorded question I would have coverage. And not once during the conversation did the agent mention that it was a discount card. Second my bank alerted me of the transactions. Multiple charges where being charged that red flagged and alert. I have tried to get this company to get this stop charging and to my surprise the card I received was a discount. I did contact them immediately and the next day with no solution other than defensive individual that kept on bouncing the call.

  Business Response

  Date: 04/05/2024

  Enclosed attachment above includes enrollment form from the company that sold the discount plan to ******, (Quick Health).  The last 2 pages of the attachment has screen shots of refunds to ******. This should resolve complaint from ****** to Quick Health.

• Initial Complaint

  Date:11/20/2023

  Type:Billing 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 consumer health back in February 2023. I purchased a health discount plan I have been paying 79.99 from February all the way up until November. Consumer health referred me to ******** ************ for my Twins. They set up everything in a short me that this is the orthodontist. I need to go to because that’s who take the help plan. I did that since I have been going to ******** ************ consumer health has not paid any of the insurance, and I was told by the orthodontist that they do not take this coverage, I have spoken to several managers and another manager along with a lot of representatives. I have asked that they refund my money because they were not able to carry out the plan that they referred me to consumer help refuses to stop charging my card. They also refuses to give me my money back on a plane that they referred me to. I am stuck paying for a full orthodontist bill for my twins out of my pocket. No Manager will call me back. They are now ignoring my calls because I am asking for a refund and I’m asking that they stop charging me. Consumer health is a scam company that refuses to standby what they say they are still billing me and I am still paying out of the pocket full price for the orthodontist that they referred me to. They also refuses to send the rest of my receipts of what I have paid them Which I will get from my bank

  Business Response

  Date: 12/13/2023

  The company provided us feedback today.  The member was cancelled, but we have been trying to contact her (at least 2x) to get a copy of her bills so that we (the company that sold the plan & *****) can contact the provider’s office to see why they didn’t give her the discount.
  

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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.

  On 10/16/2023 I was shopping for dental ins. When I was contacted by an agent for compass dental health posing as a licensed ins sales person I explained to him what I was looking for , and he told me about a dental plan for myself that was perfect for what I needed , at first he was very helpfull in explaining things ,he texted me a message for me to electricly sign as he gathers my payment info , he rushed the signing part so I didn’t have time to read everything , so I signed at this point the agent had everything he needed and I was asking him for a email of the policy and info on what I just paid for , he had me write down a ID# and customer help hotline , and he disconnected our call ,immedietly I felt something was wrong , I called the help line # he gave me and told them I needed a policy number or proof of what I just paid for , so I got a email with a dental discount plan that may or may not reimberse you , and spicificly said this is not a in’s. Plan and is not to replace any ins.plan and it doesn't even meet the Minimum requirements it is part of Access one cunsumer health , I kept connecting to there hotline , with a bad connection one time they told me they would call me back I waited and they never did they told me they would send me a email with the coverages never did , I called them on the first day demanding they reverse the charges but they told me it was to late call back in the morning , so I did and talked to three differant people the last person s name was Ryan D. After I got angry and yelled at to other people who could barely speak English , I talked to Ryan D. Who seemed like he knew the process for me to get a refund , but I would have to call the next day 18th two days after they received the payment , im calling first thing in the morning on the 10/18/2023 to try again to get repaid my money this is I scam company

  Customer Answer

  Date: 10/18/2023

  On 10/18/2023 I called compass discount health plan, I spoke to (Jane) at this # (855)********, she I told her that I wanted to get a refund and cancel and contract or plan I have with them , my ID # ********* , she pulled my acct. up and tried to sell me on the lie that this is dental ins. It is not it said it on the discount cards I told her that I want my $96.98 back she put me on hold while she went to speak with some one in the back office  , when she returned she told me that her supervisor would contact me by phone in a day or two , about my refund I don’t feel like the conversation was going to get me my refund , but I will keep trying and I will keep the BBB informed as I do , if it turns out on my request of refund  

  Business Response

  Date: 10/28/2023

  We reached out to the company Compass and they responded that they have tried to reach Ms.******* and left a voicemail.  They have cancelled and refunded her money on 10/24/2023.  Enclosed document is receipt of refund sent to Ms.******* on 10/24/23.

  Customer Answer

  Date: 10/30/2023

  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. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:07/27/2023

  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.

  In May 2021 I signed up for what I thought was Health Insurance and Dental through *** . the cost was $129.97 per month. As it turns out this is not insurance it is a discount program. I promptly cancelled. What I did not know is that the medical portion and the dental portion are different, and that by cancelling one, the medical, it did not cancel the other. Consequently, I have been billed 26 times monthly since then. The credit card statements indicates not "********", NOT "***" NOT "ACCESS One", but "*****". ???? I never received emails indicating my credit card was being charged, did not receive any contact from any of these companies! It was only this past month when *****, changed its billing name to ******** that my credit card company indicated that this may be a fraudulent charge. This is what prompted me to investigate and much to my horror I learned what was being charged monthly, for services I never used and thought were cancelled for 26 months! I cannot believe it is allowed that a company can just bill you with no notice or contact of any type, and not even using the name I would possible be familiar with to question! They claim I received in May 2021 a package. I have never received this. This company must be stopped from automatically billing with no form of notification or contact year after year!

  Business Response

  Date: 08/04/2023

  Following is the answer from the company that sold the discount medical plan to the member.  "As the member stated, they enrolled into our membership in May 2021 and the membership had an effective date of June 1, 2021. She has had an active membership with us since that time due to us successfully processing her monthly payments without any issue and no correspondence with her. It was not until 7/26/2023 when she called in and requested to cancel. On that call, she expressed confusion about the membership and a desire to terminate. As a courtesy, she was credited back her July 2023 payment despite being over two years outside of the original 30 day free look window. During every enrollment, prospective members have the included benefits thoroughly explained to them prior to agreeing to enroll. Once they have verbally agreed, they complete a digital e-signature that outlines the terms of the membership. Within that e-signature, it states they are agreeing to be billed until they contact us to discontinue the service. Our phone number is included on the billing descriptor to make this process easy for the membership if they wish to contact us for any reason.  
  
  On May 7, 2021, just several days after enrolling, she had a hard copy brochure & personalized ID cards mailed out to their confirmed address. This typically takes 7-10 business days to arrive in the members mailbox. The brochure & ID card both encourage members to call our customer service department with any questions they may have about the benefits included and how to utilize the membership."

  The above is the answer to the complaint and what the company credited her back.  If there are any further questions, you can reach back to us and we will contact the company again.

  Thank you,

  Access One Consumer health, Inc.

  Customer Answer

  Date: 08/07/2023

  I can only reiterate that when I cancelled (See attachment for cancellation  confirmation), I thought I was actually cancelled.  It is correct that they never contacted me for the following 2 years about coverage or premiums or anything.  They simply charged me monthly.   This is very unscrupulous  and predatory behavior, and I donot believe I am responsible for the money taken for something I had cancelled.  I also reiterate that I had not received anything in the mail as they imply. 

  Business Response

  Date: 08/17/2023

  We have followed up with the company and their response (Below) to the members updated comments are as follows:

  The terms & conditions the member completed state the following 
  
  By agreeing to the terms & conditions outlined below, you are agreeing to a purchase a ******** membership. This Membership is effective as of the date stated on your identification card and shall continue monthly until we are notified of your cancellation.
  
  If the member did not have a thorough understanding of these terms, they could have contacted us via the phone number found directly in the billing descriptor alongside our charge each month. We do this to try and make it as easy as possible for our members to contact us in the event they have questions or concerns about the included benefits. This is not unscrupulous or predatory, the member agreed to the terms at the time of enrollment. Again, we also mailed out a brochure & ID cards that included further details about the membership and how to contact us if they had questions, which the member did not do.
  
  Thank you!

   

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

  I have previously submitted my cancellation verification.  I do not understand what else I need. 

  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/26/2023

  Type:Billing 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 signed up for insurance through ****** *** ***** health company. They offered me a cheaper rate if I paid the year in full for myself and two daughters. I paid a total of 4704.33 on 10/6/22. My policy was to begin on 11/1/22. I canceled it due to my company offering insurance on October 31st 2022. Under their policy I had thirty days to cancel. Charles the manager assured me a refund within 4-6weeks. I waited 7 weeks to be exact and phoned the company requesting information about my refund. I spoke to every employee including the manager Charles over a hundred times for a duration of 6 months. I was given a dozen excuses but always told they would expedite it. Finally a woman contacted me on April 16th to say my refund had been approved however I would only be refunded 3,454.00. I of course was extremely irritated I had waited way to long for my full refund and now they would be deducting money for an absurd reason. I explained to the woman how irritating this was but I would take that amount just to be done with this. After waiting two weeks I called back and Charles explained it take a little longer do to it being sent by ACH. However it was closed and processed in April 19th. It’s now May 25th 2023 and I have not received it. Charles basically has said there is nothing he can do and I need to speak to my bank. My bank was very clear that they are the receivers and the company being the sender has to deal with it. This is by far the worst situation I have dealt with. Charles is worthless. The company is horrible and should be shut down. They know very well what they are doing and it’s exhausting and disgusting that this many people have complained and they are still operating. I want my refund.

  Business Response

  Date: 06/09/2023

  Enclosed PDF above is copy of refund from the company ***** **************** ******* in the amount of $4,605.33 processed 6-6-23 to ****** ******

  Customer Answer

  Date: 06/16/2023

   I wanted to thank you for your help with this matter. Once you contacted the company they did refund me the full amount. Thank you again!
  
  Warm regards

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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.

  This organization claims to be a dental insurance when in actuality they are not. I even canceled their membership within two weeks of starting it up. They refuse to return my fees that I paid even though I never used their services or dental discount plans which it actually is.

  Business Response

  Date: 02/21/2023

  Enclosed is refund to ******* ****** from the company ***** Discount that the member requested.

  Customer Answer

  Date: 02/22/2023

  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. 
  
  Regards,
  
  ******* ****** 

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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.

  ***** Health stated that they process refunds within 4 to 6 weeks. It is the end of week 7 and the manager Charles told me my refund of 149.40 would be in my account on Wednesday February 8th. That was the second time I spoke to the manager Charles after having no luck with any other representative of the company.. They still have yet to deposit the money as of Saturday February 11th. I took a picture of my ID card which you guys requested when you closed my first complaint. The name of the plan is ********* ***** ***** Health Discount Card. The ID number is ****** and the group number is ****. On February 10th they kept me on hold for 25 minutes and would not even take my call.

  Business Response

  Date: 02/21/2023

  Enclosed is copy of Refund from company ********* Starter to their member ******.

  Customer Answer

  Date: 02/21/2023

  The consumer stated this is resolved.

• Initial Complaint

  Date:01/26/2023

  Type:Order 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.

  This company is a waste of money. I paid 171.40 per month for coverage and would have been better off going without. I paid full cost for services I sought. No one takes the card. I fill I was scammed. For 9 months. I would like a full refund. I am trying to cancel and can never get anyone.

  Customer Answer

  Date: 01/26/2023

  *Disclosures:
  This program is NOT insurance.
  This program provides discounts at certain approved providers for medical services.
  This program does not make payments directly to the providers of medical services.
  The member is obligated to pay for all health care services but will receive a discount from those health care providers who have contracted with the discount medical program organization.
  The Discount Medical Plan Organization is Access One Consumer Health, Inc, ** ***** *** *********** ** ***** **********************
  The Advantage Starter Discount Medical Program provides members access to discounts to the MultiPlan ValuePoint network. This is NOT insurance. It is a discount program. You are responsible for the payment for all health care services but will receive a discount from those health care providers who have contracted with the discount plan organization.
  You have the right to cancel participation in the program at any time. If you do so within 30 days of receipt of your membership materials, you will receive a full refund of all fees and or dues paid to participate in this DMP minus the one-time non-refundable processing fee. After the first thirty (30) days, you may cancel participation at any time and if you have pre-paid any membership
  This program does not make payments directly to health care providers. A list of all program providers within the prospective cardholder’s service area which includes their name, city & state, and medical specialty is available prior to purchase, upon request. This Discount Medical Plan Organization is Access One Consumer Health, Inc., ** ***** *** *********** ** ***** ********************** The program and its administrators have no liability for providing or guaranteeing service or the quality of service rendered. Not available in AK, MT, RI, UT, VT & WA.
  ****************Tell us why here...