Complaints

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

close

Find a Location

CareCentrix, Inc. has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CareCentrix, Inc.

  20 Church St Fl 12 Hartford, CT 06103-1246

• 

  CareCentrix, Inc.

  6121 Indian School Rd NE Ste 122 Albuquerque, NM 87110-3178

• 

  CareCentrix, Inc.

  7740 N 16th St Ste 100 Phoenix, AZ 85020-7416

• 

  CareCentrix, Inc.

  7725 Woodland Center Blvd Ste 100 Tampa, FL 33614-2426

• 

  CareCentrix, Inc.

  3903 Northdale Blvd Ste 200W Tampa, FL 33624-1854

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:06/05/2025

  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.

  My concern is about billing for a CPAP machine. The company I initially received the device from in November 2024 stated I'd be getting billed roughly $3-$5 per month for the device. I started getting billed for a CPAP machine and it's components in March of 2025 from CareCentrix, a company I've never heard of but understood why I was getting billed. I soon realized I was getting bills from them every 2 weeks, which seemed excessive. I called and they explained I was getting billed a rental fee for the device and the upcoming bill (5-16-2025 statement) would be the last for the machine. But I have been billed 3 times for supplies which I only requested once. I received a 3 month supply with the machine. Then called CareCentrix to request supplies just 1 time. The statements come to $16.57 after insurance and billing dates are 3/29, 4/25 and 5/23 and each state "CPAP FILTER DISPOSABLE" & "FACE MASK INTERFACE, REPLACEMENT FOR FF". I believe this to be an error as I shouldn't be billed multiple times when I've only requested them once. I would like this to be looked in to and possibly adjusted and contacted with a resolution. Based on similar reports, I would like to no longer be billed or do business with CareCentrix and to cut ties with them once I pay for the machine which I've agreed to pay for.

  Business Response

  Date: 06/13/2025

  Thank you for forwarding this concern to our
  attention. Please be assured that we take all issues very seriously. This
  issue is still being managed for resolution with the consumer.

  Customer Answer

  Date: 06/13/2025

  Good Morning. The message from the business states "Thank you for forwarding this concern to our attention. Please be assured that we take all issues very seriously. This issue is still being managed for resolution with the consumer."

  So I will wait for further communication from the business. The matter is still ongoing.

  Business Response

  Date: 06/23/2025

  Thank you for forwarding this concern to our attention. Please be
  assured that we take all issues very seriously. CareCentrix believes the issue
  is now resolved to the consumer’s satisfaction.

• Initial Complaint

  Date:05/29/2025

  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.

  On March 13, 2025 my child began receiving home infusion treatments through ***** ****. Before the process began all insurance info was collected including her Medicaid information, pre authorized and confirmed. April 14th I receive a letter from Carecentrix that we have a balance owed for 2,500. Call carecentrix and a rep name Patrice request proof of a Medicaid case. Why her doctor and ***** **** already confirmed she had Medicaid open and active benefits. I attempted to obtain the proof it was not possible. Called carecentrix back spoke to Jamela, whom I requested a supervisor to address the issue. Why do I need to give you proof that she has Medicaid, the proof was from the provider whom already confirmed it. Supervisor refused to take the call. Instead requested jamela stays on the line while I confirm the active benefits by calling the verification line. At the end of call I was told I was all set. I called ***** **** to express my dissatisfaction with this matter and they reached out to carecentrix who again told Jessie and Michelle it is all taken care of at this time they are billing Medicaid. May 28, 2025 @4:42pm I get a call about an outstanding bill for 2,500. I explain the situation to Enessa (something like that), she please hold while she looks into it. I hold but at 5:10 the call ends and no is there anymore. This company is terrible. The incompetence and poor customer service here is abhorrent. The way they purposefully create billing issues to harass and disturb patients is unacceptable. They need to be investigated and civil suit charge. Instead of following insurance requirements they create barriers so they can falsely bill families to make profit. Corruption at its finest.

  Business Response

  Date: 06/03/2025

  Thank you for forwarding this concern to our attention. Please be
  assured that we take all issues very seriously. CareCentrix believes the issue
  is now resolved to the consumer’s satisfaction.

• Initial Complaint

  Date:05/20/2025

  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.

  Carecentrix took back my ******* ventilator.
  They are still charging me and my insurance for it.
  I notified them on 3/28/25 Ref #******** and they are still billing me and now state they are going to send me to collections.

  Business Response

  Date: 05/30/2025

  Thank you for forwarding
  this concern to our attention. Please be assured that we take all issues very
  seriously. This issue is still being
  managed for resolution with the consumer.

• Initial Complaint

  Date:05/12/2025

  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 10/25/23 I received an order for my CPAP equipment. The heated tubing was nothing that I used so I called the company and they sent a label to return it and would send the correct tubing. It was returned on 11/06/23, new tubing was sent to me on 10/30/23 with an invoice for payment. I kept getting invoices for both items. I e-mailed 2 times and called several times and they were going to look into it. I continued to get bills. Because of the threat of collections I paid for everything but the heated tubing, I got the EOB from the insurance company which was $48.62. I called them again and requested a supervisor who never returned the call. I contacted the insurance company ***** and they called Care Centrix and I was told it was taken care of and I received a statement with zero balance from Care Centrix on 02/24/25. On 4/14/25 I received another bill for $48.62. I am at a loss as to what to do, having spent hours on the phone I continue to get the bill for this item that was returned.

  Business Response

  Date: 05/14/2025

  
  Thank you for forwarding this concern to our attention. Please be
  assured that we take all issues very seriously. CareCentrix believes
  the issue is now resolved to the consumer’s satisfaction.

  Customer Answer

  Date: 05/14/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/31/2025

  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.

  For the past 6 + years, Care Centrix has failed time and time again to release payment to durable medical equipment providers, critically endangering the livelihood and well-being of my child. Their presence as a Third Party Administrator in healthcare exists solely to collect payment from insurance companies without releasing that payment to provide adequate services. Any time we have called the customer line to complain or find a resolution they have only stated " we are escalating this", "I am going to bring this to the attention of my manager", "you will hear back from someone from Care Centrix" yet all are untrue. No resolutions are made. Rather - what they prefer to do is to restaff the case to another DME, leaving the prior one without payment and also throwing all medical equipment orders back into the approvals process so that they have another go at denying claims. All of this is done without any repercussion. There is no transparency with payment collected v. payments made. From year to year, they have pulled previously approved, medically necessary supplies, from my child. Supplies that are not readily available on the open market. Leaving us little to no option but to show up to the emergency room with our child because we are missing life-saving supplies we need to keep him alive. It's a tremendous weight to give to parents who would prefer to spend quality time at home with our disabled child. The ineptitude, negligence, red-tape and lack of responsibility from Care Centrix is blinding. There needs to be accountability and acknowledgement for their laissez-faire attitude when it comes to my child's life.

  Business Response

  Date: 04/10/2025

  Thank you for forwarding this concern to our attention.
  Please be assured that we take all issues very seriously. This issue is
  still being managed for resolution with the consumer.

• Initial Complaint

  Date:03/31/2025

  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.

  Around August 2024, i received a **** machine that I never requested from ***** Healthcare. I returned the machine unopened to their office on 11/6/2024. The lady who accepted the return of the unopened packages said all charges would be removed. Sometime later, I was able to get May from ***** and Samantha from CareCentrix. May said ***** would remove all charges and send this information to CareCentrix. As of 5/31/2025, I am still receiving bills from CareCentrix of 84.31. They said that ***** was refusing to remove that charge. I called ***** and said their was no balance on their side. Both CSR are refusing to call the other side to resolve this issue. Both sides are saying the other side needs to call.

  Business Response

  Date: 04/09/2025

  Thank you for forwarding this concern to our attention. Please be
  assured that we take all issues very seriously. CareCentrix has been
  unsuccessful in reaching the consumer following multiple attempts. CareCentrix
  is prepared to discuss the matter with the consumer and has provided a contact
  name and phone number so that the consumer may reach out to CareCentrix at his
  or her convenience.

• Initial Complaint

  Date:03/24/2025

  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 was seeing a Physical therapist at home and I went on vacation in May, so I didn't see therapist during that time. In order for them to keep me on and not make me go back to the Dr.'s they filed that I was seen when I wasn't. I got it resolved I thought but they just credited me on certain days and then changed to other days and billed my insurance carrier when I wasn't even seen.

  Business Response

  Date: 04/03/2025

  Thank you for forwarding this
  concern to our attention. Please be assured that we take all issues very
  seriously. This issue is still being
  managed for resolution with the consumer.

• Initial Complaint

  Date:03/11/2025

  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 received a bill from this company for a wheelchair which I returned unused. This company keeps billing me even after I called them and gave them the information that I do not have the wheelchair. They billed me on January 14, 2025 and this was in process of being returned unused and ***** **** ****** picked it up on January 15, 2025. ***** **** said that we had no balance and they shouldn't be billing us. They were notified of this and they are continuing unauthorized billing. Please help us. Our balance should be $0. They billed us $37.08 and then lowered it to $19.11. It should be 0.

  Business Response

  Date: 03/20/2025

  Tell us why here...Thank
  you for forwarding this concern to our attention. Please be assured that we
  take all issues very seriously. CareCentrix has been unsuccessful in reaching
  the consumer following multiple attempts. CareCentrix is prepared to discuss
  the matter with the consumer and has provided a contact name and phone number
  so that the consumer may reach out to CareCentrix at his or her convenience.

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was speaking to Wendy on 3/11/25 and she promised a credit.   Instead I keep getting bills even thought they acknowledged return.  Now Centris is trying to bill my insurance company. I just want a credit    They told me I would be getting one and I have been calling them every week  They hang up and never call back. I want the credit.  They are terrible people to deal with and are lying when they said I haven't spoken with them.  I just want a credit and balance to be 0 because everything was returned  as indicated in paperwork I sent you.
  
  Sincerely, 
  
  
  
  **** *** **********

  Business Response

  Date: 03/28/2025

  Thank you for forwarding this concern to our attention. Please be
  assured that we take all issues very seriously. CareCentrix believes the issue
  is now resolved to the consumer’s satisfaction.

• Initial Complaint

  Date:01/27/2025

  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 requested a mobility chair through Medicare and received approval on 6/25/24. ******** ******* * ******** called me prior to delivery and I asked what my copay was and they told me $0 and told me their process was not to deliver the chair unless it was paid in full. When the delivery person from ******** ******* came with the chair my husband and I asked the delivery person again if there was a copay he verified and told us there was no copay and that it was all covered by insurance he then showed us his computer that showed no copay was due and that he wouldn’t be able to deliver the chair if there was payment due. On 8/2/24 I received an invoice from Carecentrix for $716.80, the invoice was dated 7/25/24. I immediately called Carecentrix to request the chair to be returned, since I was told there was no cost had I known there was a cost I wouldn’t have accepted it. I told Carecentrix the chair had been unused and still had all the tags on it. Carecentrix transferred me around until I was finally transferred to an ******* location of ******** ******* * ******** and spoke with a Stephanie who told me she would have the supervisor DJ call me DJ didn’t call me back until 10/1/24. Between my initial call on 8/2/24 and my callback on 10/1/24, I made 31 combined calls to both companies including speaking with a mediator of Dedria on 8/8/24. Finally, when DJ called me on 10/1/24, he stated he couldn’t do anything because it was more than 30 days since the chair was delivered. This was the first time I had heard of a 30 day return window and DJ wouldn’t do anything, even though I explained that the chair was untouched since delivery and still had all the tags and that I was lied to about there being no charge. In addition, the mediator from Carecentrix, Dedria never called me back, it wasn’t until a recent call in January of 2025 that I spoke with another mediator, Jeremiah who told me Dedria had been fired. This is a clear violation of elder abuse by both companies.

  Business Response

  Date: 02/06/2025

  Thank you for forwarding this
  concern to our attention. Please be assured that we take all issues very
  seriously. This issue is still
  being managed for resolution with the consumer.

  Customer Answer

  Date: 02/08/2025

  
  
  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.  Andrea (goes by Annie C) called me yesterday 2/7/25 to inform me that they were fully writing off the balance owed so the issue is fully resolved. Annie C is the first person that really listened to me and took time and effort to fix my problem and I’m very grateful to her.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/07/2025

  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.

  Over ten phone calls in 11 months to correct a billing error seems to be incompetence. Ordeal started when I received a CPAP on 1/2/2024. On 2/ 5/2024, I received an EB from my insurance (a year worth of charges starting in 1/2023), I called the Insurance Company, ***** & CareCentrix to quickly straighten the problem out. This is when my nightmare begin with CareCentrix. Although I signed the contract &the contract states 1/ 2,/2024, ***** put in the wrong date in the system. ( I needed the date corrected to the correct date, because I need to be compliant with usage of my machine for insurance company payment. I can not show compliancy in 2023, because I didn’t have the CPAP machine). ***** fixed it & everything was suppose to be fixed. However, CareCentrix could never get the bills correct.
  I have spent countless hours on the phone, explaining the situation over & over to CareCentrix (2/5/24,3/1/24,3/14/24,3/15/24,4/14/24,6/11/24,8/28/24,10/7/24,10/15/24,12/5/24). It's a never-ending cycle of frustration& disappointment. On 6/ 11/ 2024, I did pay an estimate of all charges for half the year, although CareCentrix were still correcting the bills.
  Last phone call in Dec., I was told they were fixing the issue & will send new bills (now I have two accounts &they are rebilling me for the first half of the year & not including the amt. I paid 6/11. I return from my holiday break, I am greeted with a threat from CareCentrix to be turned over to a credit agency (letter dated 12/25/2024). It's clear that they are not only incompetent, but also engaging in intimidation & fraudulent billing practices (rebilling & not crediting my account with the amount I paid). I would like a correct bill .However, before I pay anything they should have a quick one page schedule Itemized Charges less Insurance Payment less 6/11 payment from patient. Please help resolve this issue, eleven months is too long.

  Customer Answer

  Date: 01/09/2025

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

  I, ******* *****, filed a complaint on January 7 (or late in the night on the 6^th), 2025, against CareCentrix regarding billing issues that have taken over eleven months to resolve. I don’t believe I have a BBB case number yet.

  On January 8, 2025, I received a phone call from an employee who had been working on my account all morning. The employee was very understanding of my frustration with the system. They explained what had happened and calculated the correct amount I owed, which matched my records precisely. I happily paid the final amounts, and the employee assured me that everything in their system would be corrected within two weeks.

  I was also given a phone number and email to contact if any further issues arise, and they will send an email to confirm when everything has been resolved. I am extremely pleased with this outcome, especially after spending months and countless hours on the phone trying to address the billing issue.

  Thank you for reading my complaint and for contacting CareCentrix to help resolve this matter. I am very grateful for the Better Business Bureau and appreciate all of your assistance.  Thank you.  Please feel free to contact me for further information, *********************** or ###-###-####.

   

  Warmest regards, 

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