Complaints

This profile includes complaints for Altrua HealthShare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Altrua HealthShare

  12117 FM 2244 Rd Bee Cave, TX 78738-5349

• 

  Altrua HealthShare

  PO Box 90849 Austin, TX 78709-0849

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:01/16/2025

  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.

  On January 7, 2025, this company and its affiliates represented that they could sell and administer catastrophic health insurance that would be activated "at midnight on January 8, 2025." I purchased the insurance, then all of the follow-up documentation stated that the services would start on Feb 1, 2025, in direct and opposing conflict with what they represented. They are part of a complex web of entities that, I believe, are preying upon individuals like me who don't necessarily have expert understanding. In just the 75 minutes before and after my interactions with this company, I was introduced to at least five or six entities, including: ***************************** (***************************** operates as a Third-Party Administrator in the state of ********** and under the name ************************ and does business under the name ************** in ********, ****, ************, ************** and ****.); *********************************** (********), and others. Dr. ***** ****, Director of Ministries at ALTRUA MINISTRIES, took the ultimate responsibility by welcoming me and telling me "how excited [he is] that [I] have joined the Altrua Ministries family. Not only have you secured your place with a world class health care sharing community, but also with that, a ministry that is ready and willing to stand alongside you and your family as we walk through life together."This entire service misrepresents itself from start to finish. I want my money back and to block this company from ever communicating with me again.

  Business Response

  Date: 01/21/2025

  Mr.********,

  We are disheartened that someone misinformed about an Altrua HealthShare Membership (AHS).  Please understand that the person who offered you an AHS Membership was not an employee of *** or an affiliate, but was an Independent Representative (IMR).  Altrua HealthShare is NOT insurance and is NOT an insurance company, nor do we represent our Membership as such.  *** is a health care sharing ministry (****) that facilitates member-to-member sharing. All Members monthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis. Additionally, *** is a nationally recognized faith-based HCSM through by the ******************** & ***************** (***).  Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.
  
  *** is not affiliated in any way with ************************, *********************** (*********,or *********************************** (****)).  All memberships begin on the first of each month and anyone representing that a membership could begin on the 8th is misinformed.  As explained above, AHS is not a scam, we are a recognized HCSM that facilitates the sharing of our members medical needs on a member-to-member basis.  AHS shares in thousands of medical needs each year and deals with thousands of healthcare facilities in the interest of our members. 
  
  Your contribution has be refunded in full.  Again, we apologize for any inconvenience this may have caused you.  We do understand that a health care sharing ministry is not a solution for everyone. We sincerely hope that you find a suitable solution for your medical needs.

• Initial Complaint

  Date:01/03/2025

  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 was trying to get health coverage for my children via ************** and was routed to a private agent who quoted me a price and a monthly fee for Altrua health share. He said they worked with MA government but I think this is a scam. I signed my kid up on 11/27 paid a one time fee of $824.24 and they said I would be charged $187 a month for medical coverage. They just took out $712 from my account on 1/1/25. Spent all day trying to get help and the person I was working with now has a disconnected number and another person I spoke too gave me a number that has no greeting and goes right into on holdmusic.. working with my bank to start an investigation but I think ******** is being hacked and providing people with suspicious numbers to call. This is horrible! Help!!

  Business Response

  Date: 01/06/2025

  Ms. *********
  
  We are disheartened that someone misinformed about an Altrua HealthShare Membership (AHS).  Please understand that the person who offered you an AHS Membership was not an employee of *** but was an Independent Representative (IMR).  Altrua HealthShare is NOT insurance and is NOT an insurance company, nor do we represent our Membership as such.  *** is a health care sharing ministry (****) that facilitates member-to-member sharing. All Members monthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis.Additionally, *** is a nationally recognized faith-based HCSM through by the Centers for ******** & ***************** (***).  Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.
  
  AHS is not connected in any way to ************** and the membership in which you enrolled has a $345 Monthly contribution, so it is likely that the person that offered you the *** membership also added on products or ancillary plans that are not related to or offered by ***.  As explained above, AHS is not a scam, we are a recognized HCSM that facilitates the sharing of our members medical needs on a member-to-member basis.  *** shares in thousands of medical needs each year and deals with thousands of healthcare facilities in the interest of our members. 
  
  Your contributions will be refunded in full.   Again, we apologize for any inconvenience this may have caused you.  We do understand that a health care sharing ministry is not a solution for everyone. We sincerely hope that you find a suitable solution for your childrens medical needs.

• Initial Complaint

  Date:11/11/2024

  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 was told by several different agents over the phone that they would pay for claim 10309659-2Adj. Now that I am being sent to collections by the provider, they say that it has been adjusted and I owe the full amount. Took them two years to tell me they are not going to pay what they should.

  Business Response

  Date: 11/13/2024

  Mr. *********,

  We have begun an investigation into this matter.  What I have found out so far is that the provider was unwilling to negotiate your medical needs and that you were balance billed which always delays the processes.  It also appears that there was additional sharing in this medical need.  Please see the attached EOS for your reference.  We will follow up with any additional information found in our investigation.

  Customer Answer

  Date: 11/13/2024

  Complaint: 22535398
  
  I am rejecting this response because:

  This event occurred in 2022. You have had more than ample time to work with the provider to negotiate down the rate. I was also told on the phone several times by your staff (on Aug 17, 2024, Aug 30, 2024, and several times before that) that Altrua was covering the full amount and there would be no application to the member responsible amount. Had correct information been related to me timely (within the first year), I couldve worked with the provider to see if I could get a discount. I am now being sent to collections.

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

  Business Response

  Date: 01/21/2025

  Mr. ******************* a full and thorough investigation of your complaint, The following determination have been made: You were a member of Altruas Emerald ***************** In said membership you had member responsibility amounts (MRA) of $1k per member per calendar year before the $2500.00 2nd MRA applies.  
  Your original date of service for your medical needs was 4/3/2022. You had eligible medical needs in the billed amount of $11,512.68, that was repriced to an allowed amount and was shared in the amount of  $1,281.69 (less your 1st and a portion of your 2nd member MRAs).  A check was sent to the provider for $417.34 on or about 12/20/22. 
  The provider contested the amount received and sent you a balance bill for $9,655.36.   Altrua received the balance bill from you, you were informed that you not yet met the full amount of your 1st MRA and had a remaining responsibility of $864.35.  On 10/12/23 you provided appropriate proof that you had paid the provider the $864.35, which completed payment of your 1st MRA.  A second check was sent to the provider in the amount of $7,294.47 on or about 3/15/24.   
  Later the provider sent you another bill with a remaining balance of $2,936.52, but you still had not met all of your 2nd MRA as there was remaining MRA amount of $2,360.89 due.
  That being said, upon my review, it has been determined that 1) the time frame to accomplish sharing of your medical needs and balance ******** was entirely too long; and 2) you were not properly informed/educated that you had two separate member responsibility amounts to meet prior to your balance bills being processed. 
  As such, Altrua will be reprocessing your balance bill and waiving your 2nd MRA in the amount of $2460.89 and your balance bill in the amount of $2936.52 will be shared directly to the provider.  We apologize for the inconvenience this has caused you and it is our sincere hope that you will find a health care solution that is better suited to your needs.

  Customer Answer

  Date: 01/22/2025

  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. However, given the time it has taken to get to this resolution, I understandably don't trust what Altrua tells me. The provider should receive the full payment that you have outlined here within 90 days.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:09/13/2024

  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 was scammed trying to find health insurance and got a call back from Altrua and they assured me that this was insurance and I could use it anywhere and completely deceived me. I paid on this for months thinking I was covered and then I go to the doctor and they tell new this isnt health insurance and theyre not even sure what it is!! I tried to reach them to cancel and it was beat impossible. I finally get in touch and they hang up on me twice! The third guy finally cancels but ours me on hold for long periods trying to cancel but I stick with the call and he starts it was cancelled. He tried to say you want to know about other insurance we offer and even laughed when he said itlike he knew it was a scam and joke!!

  Business Response

  Date: 09/16/2024

  In your comments you claim that you were told that Altrua was insurance. If this is true, we truly apologize. The person who offered the membership to you was not an employee of Altrua but an unscrupulous independent representative with no direct connection to Altrua. We endeavor to make the fact that we are not insurance truly clear by stating that fact numerous times on the application that you acknowledge and sign before you join the membership. We also have multiple places on our website that state that Altrua is a health care sharing ministry and NOT an insurance company. We do not condone anyone misrepresenting what we are or what we stand for. Altrua Ministries, dba Altrua HealthShare (Altrua) received its recognition as a **************************** recognized by the ******************** &Medicaid Services (CMS). Altrua HealthShare is a **************************** that is a 501(c)(3) non-profit organization that facilitates the sharing of eligible medical needs between members. Our membership opportunities are developed and based on Biblical principles established for living a healthy and honorable lifestyle and members must believe in and follow our Statement of Standards to join any Altrua HealthShare membership.
  We have investigated the allegations in your review. Our research shows that you enrolled in an Altrua HealthShare (Altrua) membership on 4/19/24 with an effective date of 5/1/24. You were on the Pillar Membership and the monthly contribution amount was $125 per month. Your membership ended on 8/31/24. As such, you were a member of Altrua HealthShare for a period of 4 months. During the time on an Altrua Membership no medical needs were submitted for sharing and the only call made to Altrua from you was to cancel your membership on 8/13/24. Any additional amounts paid were for products that have no relation to Altrua or your Pillar membership. Altrua will refund you $500 for the monthly contributions submitted. The third party should refund you for any other amounts paid for additional non-Altrua related products.
  Please understand that there has been no deception on the part of Altrua, this was only an act by an unscrupulous independent agent.
  We regret the circumstances surrounding your experience. We do understand that a health care sharing ministry membership is not the right choice for everyones needs, but it is our sincerest hope that you have found the appropriate fit for you and your medical needs. 

• Initial Complaint

  Date:09/06/2024

  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.

  I was laid off and needed health insurance. I found Altrua through the states 3rd party company. I wanted state insurance. Before purchasing I asked if this insurance works similar to ******************** for example BlueCross Blue Shield. Because what I am looking for. I was assured it was similar with a lower cost which is why I purchased it. I spent money monthly and could not even be seen by my Eczema specialist nor other doctors. I learned Altrua scammed many others like myself. I paid monthly and the money does not go towards taxes so I will have to pay back taxes as well. COMPLETE LUDICROUS, that I could not get refunded after requesting from both Altrua and 3rd party company. They robbed me completely blind and left my health to suffer.

  Business Response

  Date: 09/16/2024

  In your comments you claim that you were told that Altrua was insurance. If this is true, we truly apologize. The person who offered the membership to you was not an employee of Altrua but an unscrupulous independent representative with no direct connection to Altrua. We endeavor to make the fact that we are not insurance truly clear by stating that fact numerous times on the application that you acknowledge and sign before you join the membership. We also have multiple places on our website that state that Altrua is a health care sharing ministry and NOT an insurance company. We do not condone anyone misrepresenting what we are or what we stand for. Altrua Ministries, dba Altrua HealthShare (Altrua) received its recognition as a **************************** recognized by the Centers for ******** &Medicaid Services (CMS). Altrua HealthShare is a **************************** that is a 501(c)(3) non-profit organization that facilitates the sharing of eligible medical needs between members. Our membership opportunities are developed and based on Biblical principles established for living a healthy and honorable lifestyle and members must believe in and follow our Statement of Standards to join any Altrua HealthShare membership. 

  We have investigated the allegations in your review. Our research shows that you enrolled in an Altrua HealthShare (Altrua) membership on 2/6/24 with an effective date of 3/1/24. You were on the Pillar Membership and the monthly contribution amount was $125 per month. Your membership ended on 8/31/24. As such, you were a member of Altrua HealthShare for a period of 5 months. During the time on an Altrua Membership no medical needs were submitted for sharing and the only call made to Altrua from you was to cancel your membership on 8/13/24. Any additional amounts paid were for products that have no relation to Altrua or your Pillar membership. Altrua will refund you $625 for the monthly contributions submitted. The third party should refund you for any other amounts paid for additional non-Altrua related products.

  Please understand that there has been no deception on the part of Altrua, this was only an act by an unscrupulous independent agent.
  We regret the circumstances surrounding your experience. We do understand that a health care sharing ministry membership is not the right choice for everyones needs, but it is our sincerest hope that you have found the appropriate fit for you and your medical needs. 

  Customer Answer

  Date: 09/16/2024

  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:08/26/2024

  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.

  dropping non legally defensible late fee, they did not notify a payment was due and i have paid the monthly membership for joy, please and **

  Business Response

  Date: 09/05/2024

  **************,

  We apologize for the error, as this was related to a lost or stolen card, you will be refunded the fee charged to the Member's account.

• Initial Complaint

  Date:08/01/2024

  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.

  On 05/09/2022 I went to ***************************************************** for medical care. On this day I provided my Altrua health share information. On 10/02/2023 I get a call from a ********, whom she identified herself as a bill collector) demanding I owed over $20,000. On 10/02/2023 I spoke to Mercy billing department and ****** stated she would send my information to Altrua for billing once again. I followed up once again to Mercy on 10/28/2023 and spoke to a *********. She stated that on 05/09/2022 they had sent Altrua the necessary information and that she would do it again. On 11/15/2023 I spoke with a *** at Altrua and was informed that my claim was still being processed. *** also informed that on 08/08/2023 Altrua sent a letter to Mercy asking for additional information. It was on this phone call that we learned Altrua had on record my father's date of birth instead of mine, and that was the reason why there was a delay. I am not sure how the wrong information was inputted into the system, whether it was Altrua or Mercy. I now have a collection on my credit for over $20,000. It has been very difficult to get anyone to help me correct this at no fault of my own. I have a Explanation of Benefits from Altrua stating "inelgible for sharing: Member DOB/Name mismatch, corrected information/ submission not received timely." Not sure how this is my fault. Please help! I am a 22-year old who is trying to do good.

  Business Response

  Date: 08/12/2024

  ********************,

  I have started an investigation into the issues surrounding your complaint.  We apologize for any inconvenience this may have caused you.  This may take a few days to complete, but I will offer a more complete response, once I find out the circumstances surrounding the issues that you have had.  We appreciate your patience.

• Initial Complaint

  Date:07/01/2024

  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 had health coverage with Altrua healthcare from August of 2022 - January of this year. In November (7 months ago) I requested a colon cancer screen through them and was sent a Cologuard screen in the mail. Specimen was sent and I was sent a bill for $681. Altrua refused to pay for this cancer screening exam stating that I needed to pay the deductible/cost sharing first. I have sent an appeal for decision and cancelled my membership with them. I have yet to hear from them. My Member ID: ******************************* #********* Plan#********* I received information from the billing department of the cancer screening facility (Exact Science), that under federal law, of the Affordable Healthcare Act, specifically Section 2713 of the ********************* Act, it requires that health plans must now cover the Cologuard test without cost sharing for average risk patients. I assure you that I meet those requirements. I am over 45. I was due for screening and my healthcare provider had indicated that I am of average risk for colorectal cancer. Section ******************************** conjunction with the US ************ Services Task Force (USPSTF) a sDNA-Fit test (Cologuard) are to be covered. Additionally, under federal law, if a plan does not have an in-network provider who can provide the service described in the USPSTF regulation, the plan must cover the service and may not Impose cost sharing.

  Business Response

  Date: 07/11/2024

   

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

  We are saddened that you are dissatisfied with your membership. However, please be advised that Altrua HealthShare is NOT insurance and is NOT an insurance company, nor do we represent our Membership as such. Altrua HealthShare is a health care sharing ministry (HCSM) that facilitates member-to-member sharing. All Membersmonthly contributions are deposited into an Escrow Account from which all eligible medical needs are shared on a member-to-member basis.
  
  Altrua HealthShare dba Altrua Ministries is a nationally recognized faith-based **************************** through The Centers for ******** & ******** Services (CMS) that consists of individuals and families across the nation. Our Membership is a collaborative community of health-conscious people, providers and members dedicated to honoring God while improving healthcare by Caring for One Another.
  
  While we appreciate your diligence in researching the law regarding the *************** Act and Preventative health services statutes.  Your application to the law is not applicable to Altrua HealthShare as it is an HCSM and not insurance.
  
  The law clearly states that this statute is applicable only to a group health plan, or a health insurance issuer offering group health insurance coverage and as stated above Altrua HealthShare is an HCSM and does not offer insurance of any kind and is not an insurance company.  As such, the *************** Act and section ********************************************** your complaint is not applicable to a health care sharing ministry.  
  
  For your convenience, please see the statute cited below:                     
  54.9815-2713, entitled Coverage of ******************* Services states in pertinent part as follows:
  (a) Services -
  (1) In general. Beginning at the time described in paragraph (b) of this section and subject to 54.9815-2713A, a group health plan, or a health insurance issuer offering group health insurance coverage, must provide coverage for and must not impose any cost-sharing requirements (such as a copayment,coinsurance, or a deductible) for
  (i) Evidence-based items or services that have in effect a rating of A or B in the current recommendations of the United ***************** Services Task Force with respect to the individual involved

  Further, please see page 38 of the Pillar Membership guidelines attached hereto which states clearly as follows:
  
  Colonoscopy procedures or Cologuard like tests, routine or diagnostic, for Members aged 45 and over are subject to the following:
  An initial 12-month waiting period (from the member effective date)
  Limited to one colonoscopy per Member,per Member per 12 months
  Cologuard or Cologuard like screening are eligible for sharing.
  Maximum of three colonoscopies, per Member, during the lifetime of the Membership
  1st, then 2nd MRAs apply (See attached Pillar Membership Guidelines.
  
  We do understand that a health care sharing ministry is not a solution for everyone. It is our sincerest hope that you find a suitable solution for your medical needs.

• Initial Complaint

  Date:03/14/2024

  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.

  These people charged me twice for something I didn't need and say they won't give me a refund even with cancellation. Nobody to reach about this issue and basically said I have to wait for CALL BACK ABOUT THIS PROBLEM.

  Business Response

  Date: 03/18/2024

  Mr. Jun,
  Thank you for bringing this to our attention.  We have investigated your complaint and the claims that Altrua refused to give you a refund.  According to our records, this is not the case, as the ****** Services Representative explained to you that a refund could not be made immediately because the refund would have to be approved by Management.  This was because you called to cancel after the deadline for cancellation.  You enrolled in the Altrua ******ship on 1/30/24, with an effective date of 2/1/24.  You did not call to cancel your membership until 3/13/24.  Therefore, your membership was in effect for the entire month of February and half of March.  The other amounts that you claim are the result of an application fee and $25.00 ministry donation which is nonrefundable.  However,Altrua has cancelled your membership effective February 29, 2024, and Altrua will issue a refund for the month of March in the amount of $136.00, which is the monthly contribution amount for the Ruby ******ship.  As for your requested refund amount, it of $307.00,it is unclear what made up the amount claimed in your complaint. 
  

• Initial Complaint

  Date:03/12/2024

  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.

  I have been a member of Altrua since 2/22 I have been paying monthly fees since. I only used its services once on 10/23.I had a yearly physical on 10/23. Altrua said they will reimburse me for this $271 out of the $306 I paid to the provider (***). No one in this area accepts Altrua so I have to pay out of pocket, then file with Altrua and send copy of all services, name of provider, copy of medical records and codes, which I did, they received late October and send me email stating I will receive the $271 check within ***** days. I called in December and was told the check had been issued and was on the mail. I did not received it. I call on 1/8/24 and said I did not receive it. I was told Altrua was going to cancel the previous check and issue another one that I will receive in ***** days. I called today and was told the check is being created and now I was given another day for Altrua to start this creation: 1/26/24 and it will be ***** businessdays for the creation of the check. I have been waiting for the check since December.Today the one on the phone said he cannot do anything else about the check but asked me to keep waiting. It has been almost 5 months since Altrua received all the information and acknowledged it will reimburse me$271. No dispute there, it says it had paid and payment not received, then I will receive the new check in ***** days from 1/8/24, today 3/12/24 it says it will create the check but will take ***** business days from 1/26/24. My Altrua number A123488524.19/19 email from Altrua: This email is regarding a reimbursement for date of service 10/13/2023 at *****************. I am reaching out to let you know I have reviewed the case and have determined that all the needed information is present. ..any applicable payments, after the ***** days to process has passed. ************, ***************************************** **** A *************************************** Senior Support Associate Altrua HealthShare

  Business Response

  Date: 03/18/2024

  ****************,
  Thank you for bringing this to our attention.  We are currently researching the matter.  From our preliminary investigation it shows that the medical need for which you seek a reimbursement was received by Altrua on 11/11would appear that the refund check was issued and sent to you on or about 11/20/23.  That check was never received by you and a check trace was issued.  Each time a bank trace is done it can take as long as 90 days for the bank to complete its investigation. However, the check has been reissued and is being sent to you via overnight delivery.  If you have not received the check by the end of this week, please reach out to me through BBB and I will personally follow up.  We apologize for any inconvenience this delay may have caused you. 

  Customer Answer

  Date: 03/22/2024

  Complaint: 21421093
  
  I am letting you know that Altrua told you that they were sending the check overnight. This is 4 days later and I have not received the check.
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/27/2024

  Ma ******,

  It was my mistake.  I had asked for the check to be overnighted to you, however, after your response I double checked with the medical needs department and the check and my request had overlapped.  The check was sent out to you via regular mail on 3/15/24.  The check was sent to you at ***********************************************************************-9050.  I have attached a copy of your Explanation of Sharing along with a copy of the check issued.  Please let me know if the check has still not been received, so that I can get you the check.   Please also let me know if your address is correct.   I checked the records and the check has still not been cashed. 

  Have a blessed day.

   

  Customer Answer

  Date: 03/27/2024

  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,
  
  ***********************