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:02/23/2023

  Type:Product 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.

  Back in Sep/Oct of 2022, I had purchased insurance for my family making it clear I needed it for one month only as there was a gap between my wife's old insurance and new insurance at her new job. We discovered recently that we kept getting charged for this insurance after one month and in Feb 3rd, I canceled the policy and requested a refund. I was then told it would take ***** hours to approve the refund. I called back on the 7th and they told me I had been approved for the refund. On February 22nd, I called to ask where my refund was. At this time I was told that my refund was rejected and supposedly someone reached out to me to tell me that I would be given a one month courtesy refund which DID NOT occur. They said per my contract that I was supposed to cancel my policy even though I told them multiple times I ONLY wanted ONE months. I told this to them MULTIPLE times. I wanted to appeal their decision and I was told earlier that I was going to be given a 3 months refund. They than proceeded to tell me to appeal to the 3rd party. The next day I called the 3rd party and they told me the case was already closed and I would be denied the one month "courtesy refund" also. I tried to reach out to ***************************** who sold me the policy with no luck so far to find out what is happening here. The supervisor on this case was rude with absolutely no empathy. We had already been covered by my wife's new insurance since Dec 1st and yet premier solutions kept charging ** for 3 additional months incurring over $2500 all of which they refuse to refund. This is absolutely crazy. My wife and I are both nurses, we work hard for our money and I feel like they stole it. I urged them to do the right thing and refund me appropriately as was promised on February 7th.

  Business Response

  Date: 02/28/2023

  Our first point of contact with ******************** was Friday February 3rd, 2023, when he contacted our customer service center to cancel and he was cancelled that same day. Please see the attached letter. The details of his communications with his selling agent need to be addressed with that person and their respective employer. *****************************, NPN# ********, ************************************************* BSA Health Consultants, *********************************************************************. This individual is not employed by Premier Health Solutions (PHS). PHS is a third-party administrator tasked with the billing and remittance of the monthly payments on this account. We were not a part of the sales process and cannot speak to what was said at that time. As a courtesy, in our role as the billing TPA, we have issued a one-month refund based on the time of first contact. See receipt attached.
  
  Also attached for your consideration is the **sign for this account that ******************** signed at the time of purchase. On page 11 and 12 of this document, it states, "I may cancel automatic payments at any time by calling **************** at **************. I understand that I may terminate the scheduled payments by providing written notification to the **************** team five (5) business days prior to the next scheduled payment date. This advance notice allows processing time to ensure the termination occurs prior to the next scheduled payment date. Automatic payment termination cannot be guaranteed with respect to notice provided outside of this window." It is unfortunate that we were not contacted until 3 months after the time he states he wanted to cancel.
  
  See *********************** 679857745-20220930-112340

  Customer Answer

  Date: 03/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ever since I submitted this complaint, this business has already refunded me one out of three months that I requested a refund for. My initial request for a refund was placed on Feb 3rd, I was told it would take around 48 hours to process that request. I followed up on February 7th and I was told I was already approved for refund and it would take 5-7 days to process. I then followed up two weeks later to find out where the refund was and at that time I was told I was contacted to tell me I was denied a refund and I was offered a one month courtesy refund. This never happened, ***** contacted me about this new information.
  
  I have 3 kids, while my policy was in effect for the month that I purchased it (Nov '22), I had 2 ********* that I needed to take to pediatrician and my 3rd and oldest needed an emergency appendectomy. I was greatful for having this policy, however, I acknowledged to the insurance company I made an honest mistake not canceling the way I was supposed to even though I made it clear to the salesmen that I only needed it for one month while there was a gap in my family's insurance while my wife was switching jobs. We're both nurses, we both work very hard for our money taking care of sick people. We had new insurance on Dec 1st and we presented our new insurance card at the time of service and I honestly thought I didn't even have this policy anymore. I feel like the right thing for them to do is to refund me appropriately.

• Initial Complaint

  Date:01/03/2023

  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 12/28/2022 I was looking to purchase health insurance. I entered my contact info on a site made to look like NY State of health but wasn't, recieved a call from an insurance agent who gave his name as ****** ******* who suggested a health plan he described as "Aetna's top rated plan." I was completely misled and lied to: The plan I enrolled in turned out to be something called "Advant 6"/ABC +". None of my health providers have heard of this plan let alone accept it. Then - only after I had already submitted my credit card payment - (as others have described here), I was informed that I would have to use a browser called "Socios Buenos LP" for multiple hours a month to maintain coverage a completely absurd condition no legit health service would require. When I called Simmons back to cancel/get a refund, he said "oh I think you spoke with my brother, hold on..." and was promptly disconnected. After a dozen or so more calls, I finally reached a different agent who said I need to take this up with Premier Health Solutions. Multiple e-mails and calls to PHS have gone unanswered. So I am here now seeking help with immediate cancellation of my plan/account and a full refund of the January premium charged to to my credit card in the amount of $496.23 on 12/28/2022. Thank you very much!

  Business Response

  Date: 03/22/2023

  Consumer Response /* (2000, 6, 2023/01/05) */ I was contacted by the business via email telling me they approved the full refund I requested. The money was refunded to my credit card today. Thank you very much for your help with this matter, ***** ******

• Initial Complaint

  Date:12/14/2022

  Type:Product 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 Dec. 9, 2022 I was searching for a ****************** health insurance plan and entered my name and phone number into a website, and within seconds I received a call from someone who I thought was from ****************** who asked me what I pay per month for my current policy, and said she could get me on a First Health PPO plan that would have coverage from ***** - it sounded like the perfect plan, no deductible, $25 co-pay, 100% yearly wellness visits - all for $365.11 per month. As I thought I was talking with someone from ****************** I gave her my credit card number - she sent me a text message with a link to an agreement, which included language saying I had 25 days to cancel. I clicked agree, and then after hanging up with her I got several emails about various products - none of which is a health insurance policy from ****** One of the documents is a receipt from Premier Health Solutions for the $365.11 and it says the description is: ********** 3, ****** ****** LP, Payment Processing, *** Continue ***** ******************. The Member ID number on the receipt is *********. The transaction ID# is **********. It says the coverage will begin January 1, 2023. I realized that clearly I had been scammed. On Dec. 12 I called the customer service number that the woman who called me gave me: ************ and told the person who answered I wanted to cancel the policy. He said that he could not cancel the policy himself he would pass ** request along to the carrier. If the carrier agreed they would send me an email to acknowledge the policy is terminated and reverse the charges on my credit card. He said he could not give me any kind of confirmation number for my cancellation request. I still have not received an email notice from them cancelling my policy. Since this seems to be a scam I am not expecting they will really cancel my transaction. It also seems strange that they could not immediately cancel it, since they so quickly charged my credit card.

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/20) */ We are sorry to hear of Ms. ********'s issues with trying to cancel her account. We looked in our records and found that we have never had a call to Premier Health Solutions (PHS) from her. To the best of our knowledge, based on the review of the complaint and account, we assume she was communicating with the Customer Service team at her *************************************, (888) **********************************************. This company is the licensed insurance agency, listed in our records, as having made this sale with Ms. ********. The role PHS plays in this account is that of the Third-Party Billing Administrator (TPA) whose sole responsibility is that of collecting and remitting the monthly payments on this account. In this role, and based on the concerns raised in her complaint, PHS has cancelled and refunded Ms. ******** for this purchase. Any concerns over the sale or calls made to the insurance agency should be taken directly to that entity. Find attached the cancellation letter and refund receipt for this account.

• Initial Complaint

  Date:12/13/2022

  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 insurance coverage through ******************** and the claim is handled by Premier Health Solutions. I called multiple to find out about the claim submission process and was provided with different information every time. Due to the transition from to *******************************, PO ********************************* to Claim Department, **************************************************** for claim processing of the insurance company, neither one would process my claim. I need to know who would process my claim. I tried to email [email protected] and the email bounced back. I also need to know the correct email address.

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/20) */ We're sorry to hear that************ is having issues with her claims. We have reached out directly to the claim's adjudicator for this account, *******************************, and are requesting that these be resubmitted for payment. In this regard, we have been advised that these claims are now being processed and will be paid pursuant to the terms of the product at issue. We will, however, continue to work with************ on these concerns and keep her apprised of progress.

• Initial Complaint

  Date:12/01/2022

  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.

  I was trying to call Blue Shield and somehow got an incorrect number for a scammer affiliated with this company. The woman's name was ****** ********* She lied to me and told her that the Blue Shield plan I was in the process of enrolling in for Covered California was no longer available and I needed to find a new plan. This is not true and I confirmed this now via conversation with both Covered California and Blue Shield. I was assured what I was enrolling in was a PPO plan with Aetna that was comparable to the plan I was going to get with Blue Shield. ****** then put together a new plan which she aggressively pushed me to sign on the phone. Once I got off the phone my daughter and I realized something was wrong and started investigating. I tried to call the number she was given for call back and it just rings out with no one picking up. My credit card was then charged by a company called AMemberBill.com for $1,085.12, and when you go on that website it is a wordpress website that is very clearly a scam with vague and misleading language. I have not received any emails or materials from this company. In addition one of the companies referred to in my contract I was aggressively pushed to sign was something called SociosBuenos LP, another company that appears fraudulent as well and is clearly not related to insurance. When you go to the other company listed on the AMemberBill.com, Premier Health Solutions LLC, there are many other claims like mine with the BBB that this is a fraudulent services (24 in the last 12 months) and there are issues with getting refunds. I have contacted the FTC as well as my credit card company to dispute this charge as fraud. Under the guidance of the FTC agent, we were recommended to submit a police report and we were also recommended to file a complaint with the BBB which I am doing today. As the credit card company is already disputing this charge, all I want to do is ensure this contract is terminated and this fraud is noted.

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 5, 2022/12/07) */ Premier Health Solutions (PHS) has never had communication from Ms. ******. We are not the company she purchased these products from but only serve as the administrator for the agency who sold the products. The selling agency responsible for the sales process is Oak Hill Insurance LLC, **** ** *** ** *** ** Ft Lauderdale FL 33312, XXX-XXX-XXXX. As previously stated, PHS is a third-party billing administrator (TPA) tasked with the billing and remitting of monthly payments for this account. Any concerns over the sales process should be directed to Oak Hill. As TPA, however, I can confirm that this account has been cancelled and the chargeback received from her bank. Confirmation is attached to this response.

• Initial Complaint

  Date:12/01/2022

  Type:Product 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 November 9th, 2022 I reached out to AWA to receive short term health insurance. When on the phone with the agent I was told multiple times that I would be able to cancel my insurance plan and receive a full refund before the plan went into action on December 1st. I was charge $340.12 on November 11th under the transaction name amemberbill.com. On November 22nd I called the member service number to cancel my policy receive my refund before the policy went into action. I was told that I could expect a refund in the next three business days. On December 1st I called back after not yet being refunded. I was then told that I was not eligible for a refund. If I had known that I was not going to be eligible for a refund I would have never agreed to the policy in the first place, this is UDAAP and I am shocked that it happened in such a regulated industry. After being told this I requested to file a formal complaint and I was told that they have no process to do so. Again I was shocked that they had no internal complaint process.

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 5, 2022/12/07) */ We apologize for the delay in getting Mr. ***** his refund. He cancelled this account with his selling agency, Look Both Ways Insurance, 416 North Dixie Highway, Lake Worth FL 33460. When the agency communicated the cancellation to Premier Health Solutions (PHS), we cancelled the account, but the agency did not communicate the refund activity to us. I can confirm that a refund was issued December 5, 2022, and the documentation is attached. Again, we apologize for the delay in this refund.

• Initial Complaint

  Date:11/30/2022

  Type:Product 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 contacted by a representative who sold me a health insurance policy they said would be serviced by Aetna. I specifically asked about my particular prescription costs and was told free for generic, $15 copay otherwise. I made an initial payment of $300 that day in October and that amount was also deducted in November and pending dor December 1. I have received ridiculoualy high bills from an urgent care and emergency room, had office visits canceled, and dully paid for office visits and all prescriptions due ro this insurance not being accepted. There are so many companies associated with this insurance, phone calls have yielded no relief. I have attached initial payment, however I am awaiting my bank to send me documentation of the subsequent drafts from my account as the company doesn't send payment confirmation. comapnay is a scam!

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 5, 2022/12/07) */ Ms. **** was not sold these products by Premier Health Solutions (PHS). She is right in stating that there are different companies that are attached to the purchase of these products. PHS's role with this account is that of a Third-Party Billing Administrator (TPA), billing and remitting the monthly payments that are made by the consumer. The company that sold these products to Ms. **** is not a part of PHS. They are separate entity, Coastal Marketing Advisors, **** ** *** Street Apt **** ******* ***** ** XXXXX, XXX-XXX-XXXX. Concerns regarding the legitimacy of the sale or issues with the sales process should be directed to Coastal, not PHS. As the TPA we can confirm, however, that this account was cancelled and fully refunded December 1, 2022. The receipt for the refund and cancellation confirmation is attached to this response.

• Initial Complaint

  Date:10/18/2022

  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 was looking for private health insurance, and when I had entered my contact info, name and phone number into what I thought was a state regulated health insurance portal to request information on an insurance plan, I immediately received multiple calls (30+ in 24 hours). Then one of the agents I answered for told me her name was "Leilani ******* Licensed Health Insurance Agent. She advised me to try the AdvantCare through ABC Advantage. She told me this was in the First Health Network PPO, so it would work with my providers. When I agreed to sign up for the AdvantCare Plan, she went through the onboarding process of taking down my personal details like my social security number (Which I told her I did not feel comfortable sharing and asked if I could fill out the onboarding info online). She replied that since she is the Health Insurance Agent who is the only one able to underwrite the plan, she needed this info. So very begrudgingly, I gave my SS number along with the other information. Upon receiving the auto pay schedule of $374/month, I completed the form to commence my auto-pay. Now that I have subscribed to the plan and made my first payment, I now know you have to download a web browser app and use it 42+ hours per week in order to maintain my plan. This was never disclosed to me and was very deceitful. The Partner organization "Legacy Browser" as it's called from a "Potential Scam" number as recognized by my phone, so I then did my research (dumb of me to get this far without better research) and now I'm seeing this is an organization with numerous "Scam" claims with the exact same story. I am requesting a refund of my money paid and will be cancelling the plan. But most of all, I don't know if my information is safe now that I disclosed my Social Security number to this woman and her agency.

  Business Response

  Date: 12/22/2022

  Consumer Response /* (2000, 5, 2022/10/20) */ Hello, I wanted to follow up on my case. David ******, the inside sales manager at Premier Health Solutions, received the BBB complaint and contacted me to resolve my case. He explained my options in much greater detail and gave me information about why certain plans are better than others for me specifically. Then explained why the premiums and plans they sell are structured the way they are. This gave me more confidence, and he assured me my social security number and personal info was safe. He is issuing a refund and cancelling my plan. Thank you for your help in resolving this issue. Going forward, Premier Health Solutions needs to provide better explanations of the plans they are selling and all the stipulations of using specific plans since they were never once discussed until it came to signing a contract and submitting payment. Thank you, ***** ******

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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.

  Shockingly unprofessional customer representatives who clearly do not take their jobs seriously and harass customers.

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/10/18) */ Our member services representative has reached out to Ms. ****** and explained that the person she spoke with was her selling agent, not Premier Health Solutions (PHS). PHS is a third-party administrator whose only role is to provide services related to billing and remittance of monthly payments. PHS has a 1099 relationship with the selling agency and is a completely separate entity. After speaking with Ms. ******, we were able to offer her a refund of the monthly fees that were collected for this account. We regret that she had a negative experience with this insurance agent and hope that the refund provided by PHS will offer her a resolution to this complaint. The transaction record is attached. Consumer Response /* (2000, 7, 2022/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) This issue was resolved in an appropriate manner and I appreciate PHS reaching out to me personally.

• Initial Complaint

  Date:08/26/2022

  Type:Product 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 paid $579.11 on what I thought was an insurance plan that would cover all our family's upcoming needs (ie visits to the doctor, checkups, ultrasounds etc). This was a transaction paid on August 10, 2022 for insurance coverage that was supposed to begin on September 1, 2022. Agent's name was ******** and she guaranteed to help me with anything I'd need. However, upon consultation with the Doctor's practice, they aid the insurance does not even exist and DOES NOT cover any of our medical expenses. Given all the misleading information ******** has told me, I WOULD JUST LIKE A FULL REFUND. the coverage period hasn't even started so I would just like my money to be returned to me please. I've tried reaching out to process a refund but they have been giving me SUCH A HARD TIME. Please help me Out!

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/08) */ Although we have read Mr. ******'s complaint and understand that he felt misled by the sales presentation, Premier Health Solutions (PHS) is not the company that sold these products to him. We are the third-party billing administrator (TPA) for this account. Mr. ******'s complaint about the sales process should be directed to the sales agent that he contacted at the time of sale. As stated earlier, Premier Health Solutions is a Third-Party Administrator (TPA), tasked with the administration of the monthly payments on the referenced products, and it is in that capacity that we have already issued Mr. ****** a refund of $579.11 and cancelled his account. The documentation is attached to this response. As being refunded and cancelled was his desired resolution, we hope that this complaint has now been satisfied by that outcome.