Complaints

• Initial Complaint

  01/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Approximately 2 years ago *************************** of Bautista Family Care LLC came to our door selling health insurance, which my wife accepted because of low rates. Due to not being able to use the insurance with any of our providers, we decided to cancel. ******************* reopened our policy without consent and forged our information including salary. (She put my wife down with a salary when she is actually unemployed.) We were able to resolve the issue with the help of a friend in the business, but the policy was then reopened again, without our consent. We've had no success contacting Bautista or ******************* directly. Emails and phone calls are ignored. We've reached out for help but were told nothing could be done and we'd have to take them to small claims court on our own, which we can't afford. They seem to be running an insurance scam, and we're likely not their only victims. We haven't paid in any money, but still do not want our names and information forged on an account without permission.

  Business response

  02/21/2023

  Business supplied email: ***************************************
  Use this address for any contact with the Better Business Bureau

  Business response

  02/21/2023

  ***Document Attached***
  To Whom it may concern,
  
  On behalf of Bautista Family Cares, I want to thank you for your professional curtesy for reaching out. We would like to address the constructed, fictitious, libelous claims that the complainant, **************** has made. First, I would like to state that I am a professional and have a well-respected agency with many happy clients. Also, the fickle and generated complaint was made to the ***** ********** of ********* by complainant and relative and it was found that there was no policy, rule, and/or guideline broken by me or Bautista Family Cares. Second, we do not charge for our professional business services. Prospects are made aware of the resources available to them and if they choose to receive our services we work on their behalf and enroll them based on the information they give us. **************** family has been clients of Bautista Family Cares since 2020. The consumers not only get correspondence from Bautista Family Cares but also the marketplace and healthcare.gov in regard to their coverage and application regularly. It is the client's responsibility to keep us informed and up to date about any changes to pertinent information that would change their qualifications so that we can update the application accordingly as coverage does automatically renew. We reached out periodically throughout the year to see if any updates were needed. The client is welcome to cancel/revoke consent or opt out at any time and is not obligated to remain a client with our agency. Cancellation must be made formally whether in writing and sent to our office or email.
  All clients and prospects including **************** were sent our disclaimer from our agency, which states; By enrolling with Bautista Family Cares, LLC, you are granting any agent of this office explicit consent to perform any and all duties and functions related to enrollment, eligibility applications, plan selection and ongoing account and enrollment maintenance. You acknowledge that you must report changes to income, household, address, or offers of insurance. You acknowledge that this office will automatically renew your current plan or a similarly best-suited plan available. You may revoke this consent at any time, by sending a written letter to Bautista Family Cares, LLC ******************************************************** or you may contact the Marketplace via phone or online.
  If we do not get correspondence from the client, we don't assume coverage is not needed or know if they wish to opt out or are working with anybody else because our services are based on the most recent communication had with each individual. These terms were made clear to each individual upon signing up. I would move to point out that the consumers were so happy with our services that they even referred their family and friends to enroll with us. Those friends and family did sign up and enrolled through Bautista Family Cares and were happy.
  The Complainant is very dishonest, and the allegations are false. His libelous statements have no merit, and the Complaint is full of lies. It is our hope that this be resolved expeditiously and considered falsely manufactured by the complainant. We would also like to inquire about the BBB services available to protect our agency from consumers like ****************. Upon notification of the complaint and allegations, we have already terminated the agent-client relationship and made them aware that we would not be working on their behalf again. Bautista Family Cares has no interest in any dealings with **************** family including the access of their information. They were also informed that if they wish to seek coverage moving forward, they can do so by reaching out to the marketplace via phone or internet.
  Complaint was coached by a new agent and generated by a disgruntled client who had issues with her policy because they reported income, household size and filing status incorrectly and more than likely misled that new agent and The BBB as to their communication with myself and agency. As a result, these allegations against myself are baseless and unfounded and this Complaint should be dismissed.
  Thank you for your time and attention. Please let me know if you have any further questions.
  Very truly yours,
  
  ***************************
  
  See Attachment/File: BBB ****** complaint response.docx

  Customer response

  03/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the response I expected.
  
  Denial doesn't change the facts, or what actually happened. My family spent months cleaning up a mess, and I only wish to try and prevent that from happening to anyone else.
  
  Lies seem to be the default position of the business in my own experience, and I have nothing further to add. It took going to extreme measures to finally resolve our issue, and I'm just glad it's done.

*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. ↩