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:14/02/2025

  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 gone to the dentist on December 2 *************************************** to Pacific First, my health benefit provider, but I was told I would have to pay the full amount and get reimbursed the 80% from them. This was $502. On January 15 I went to the eye doctor and had an exam and got new glasses. They were unable to submit a claim through Pacific First so again I had to pay the full amount of $569.85. On January 19 our work bookkeeper helped me to submit a claim for both transactions as I had heard nothing from Pacific First. I tried calling them on January 31 but got an answering machine (during work hours) and left a detailed message. I did not hear back so tried again February 6 and left another message. I tried yet again on February 10 and left a third message. Today, February 13, I tried calling again and the mailbox was full so I am now contacting you. These calls were all during business hours. My boss has talked to his contact from Pacific First who is unable to answer any questions and claims he doesnt know what is going on. Our contract was renewed sometime in December but we havent even received our new cards. I dont know if the business has gone under or what is going on. Whatever the problem is the lack of any contact from those who could help is really unprofessional. I am hoping you can help. By my calculations the 80% owing is $857.48

  

  Business Response

  Date: 03/04/2025

  Background:

  Pacific First is a pre-paid benefit provider; meaning funds must be deposited by the employer to the benefit plan, prior to claims being paid.

  In setting up a new private health plan, the company was in the process of re-arranging financing for a new plan.  Once we received the funds required, we were able to proceed and pay all outstanding claims.  This occurred on March 19, 20.

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