Complaints

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

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CareCentrix, Inc. has 20 locations, listed below.

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• 

  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:12/27/2024

  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.

  This company’s representative is exploiting elderly patients by distributing orthotic braces and providing fittings under the false pretense that they are free. In reality, they are billing patients’ insurance companies thousands of dollars and forcing patients to cover the remaining costs out of pocket. Shockingly, the doctor’s office is complicit, allowing this deceitful scheme to take place on their premises and betraying the trust of their own patients. Furthermore, this same representative is submitting fraudulent insurance claims for services allegedly provided while patients were out of the country. These unethical and illegal practices must be stopped immediately to protect vulnerable patients and uphold the integrity of the healthcare system.

  Business Response

  Date: 01/08/2025

  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:12/23/2024

  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.

  Care Centrix is the biller and for **** ***** for products sold by ********. ******** quoted a price for cpap replacement items and care cenrix bills 4 times the quoted amount.
  One vendor sends me to the other and there is no resolution.
  
  Invoice *************** Acc. **********

  Business Response

  Date: 01/03/2025

  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.

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did respond to them letting them know that ******** keeps referring me back to them and states that they are not allowed to discuss or give me any information regarding quoted prices.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/08/2025

  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: 01/08/2025

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

• Initial Complaint

  Date:12/17/2024

  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 am filing a formal complaint regarding CareCentrix, Inc.'s mishandling of a medically necessary device prescribed by my physician, a back brace support. ******* **** assigned CareCentrix to locate a provider to fulfill this prescription in my area. Without my input, CareCentrix arbitrarily and unilaterally assigned ****** as the provider.
  
  ****** shipped a back brace that was both the wrong model and the wrong size. At no point did ****** contact me—by phone, email, or any means—to confirm my size, preferences, or needs. It is unreasonable and negligent to assume such details without communication.
  
  On December 12th, I sent an email to CareCentrix regarding this issue and received an automated response promising a reply within 24 to 48 hours. A week has now passed, and I have received no resolution, response, or further contact.
  
  This failure demonstrates a complete lack of quality control and an inability to address post-service issues for critical medical devices. This prescribed brace is essential to my recovery, and further delays risk exacerbating my medical condition.
  
  Resolution Sought: I demand authorization to purchase the correct back brace from a provider of my choosing, located near my residence, to ensure immediate acquisition and avoid further harm to my health.
  
  CareCentrix's failure to properly coordinate and oversee this process has caused unnecessary hardship, and I expect this matter to be addressed with urgency.

  Business Response

  Date: 12/26/2024

  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:11/11/2024

  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 was in the trauma unit at ******* ****** ******** ******** in ***** ******* from May 11- May 17 2024. I had numerous injuries after an accident at which another driver was found at fault. I was severely medicated. Some provider put a back brace on me while I was severely medicated. They did not say I had to pay for it. They did not state my insurance company will not pay for it. They probably did NOT even contact my insurance company. They did not cooridate benefits. They did not file the claim in a timely manner, as my PIP insurance would have paid for this. This is all wrong. I should have been told I will have to pay for it out of pocket. I should have had the option to decline it, as it was very uncomfortable and I had to go purchase a back brace from another source. They had me sign something, again, drugged and no reading glasses to read the fine print, I should have known I was being taken advantage of, but I wasn't very with it, throwing up and with vertigo. Mostly, I was severely medicated and should have not been put in this situation. It should be against the law. They have turned bill over to multiple sources like ***** *** ****** * ******* ***. for collection. Can you resolve this? My new back brace costed under $50 and I can actually wear it. I tried to return the old brace. That was not an option.

  Business Response

  Date: 11/20/2024

  Thank you for
  forwarding this concern to our attention. Please be assured that we take all
  issues very seriously. CareCentrix has reviewed the matter with the consumer
  and provided a detailed explanation as to the CareCentrix and/or health plan
  policies and guidelines that support its actions.

• Initial Complaint

  Date:10/03/2024

  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 received a C-pap at approximately May 2024. The C-pap was received by a company called Care centric, this company uses ****** ******* ***. To re-issue cpap supplies. ****** ******* and care centric continues to bill my insurance and bill myself without sending the medical supplies to my home. I caught wind of this a couple of months ago after I continued to pay the bills. I contacted care centric and spoke with a lady on the phone there who seen how they were filing my insurance and I, we had each been paying the bills so she and myself contacted a representative from ****** ******* to find out why i wasn’t receiving my supplies but both parties were being charged. I never received supplies for June and July or August, but they were billing me for them as if I did. They’re also charging me for a CPAP filter disposal that the company itself never disposes. I believe this company is being fraudulent and falsely charging my insurance company and myself. After being on the phone for an hour with Care Centrix and ****** ******* the phone mysteriously got disconnected and no one called me back. This issue needs to be resolved. How many other people and insurance companies are being falsely charged?

  Business Response

  Date: 10/15/2024

  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:09/13/2024

  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.

  Care Centrix is committing insurance fraud
  The company that put the device together added the speech app, and shipped it to us is called ************. They informed us the device cost was $5,295 and our cost was 20% of that plus our $300 deductible bringing the total to $1,359. For some reason unbeknownst to me we were not billed by ************. A third party, Carecentrix deals with durable medical goods for our insurance **** ***** **** ****** ** **. Carecentrix sent us a bill for $2,216.73 and claimed the device cost $9,883.63, not $5,295.
  We promptly contacted Carecentrix who informed us that the reason the cost is higher is that **** ***** **** ****** has set that as their contracted price. Here is my issue, Carecentrix is just a middleman that bills the consumer or the insurance company. They provide no service at all. **** ***** claims they are trying to save money by using Carecentrix instead of their own billing department. **** ***** also continuously sends us information on how they are trying to keep costs down on their end so that we receive better services. Now Carecentrix (the middleman that provides no service) is overcharging **** ***** for a device and profiting by collecting an extra $4,588.63. In return, I am being asked to pay $857.73 more than I expected to pay. In my opinion, this is insurance fraud by Carencentrix and **** ***** **** ****** is aware this is happening. The best part is the device is a regular **** that could be purchased for around $500 and similar programs can be purchased for $300. I can afford to do it on my own but the system will not be as beneficial as the insurance-provided device, I have contacted **** ***** and they have no answer for why this is happening but are also not doing anything about it. I have spoken to various supervisors at Carecentrix and each gives me a different reason why the price is so much more expensive.

  Business Response

  Date: 09/25/2024

  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: 09/25/2024

  The company did negotiate the rate back to what I was originally told it would be.   I do believe this is only because or pressure from the ** ********* ******, the BBB and contacting the media.  In the end we decided to return the device as we were afraid we would be put in collection for not paying our bill.  I still do feel Carecentrix was committing insurance fraud.  The only reason they decided to make good on the price was my refusal to be ripped offf. 

• Initial Complaint

  Date:08/20/2024

  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 have been getting a lot of bills from Carecentrix for services that were provided a long time ago. This bill, for example, is from 11/22/2021. I just received my first statement. My question is doesn't Carecentrix have a time frame in which to claim payment?

  Business Response

  Date: 08/29/2024

  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: 09/09/2024

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

  Thank you so very much for helping me with Carecentrix. I have been receiving many bills from Carecentrix for past claims. They were for services and supplies I received many years ago. At the time, I knew I had paid my portion of the bill according to my deductible and financial responsibility but, because they were so old, I didn’t have  a proof of payment. And so, I would pay Carecentrix. Then I would receive more bills for past services and, again, I would pay. Until I received the bill for which I filled my complaint with the BBB. This bill, as you may remember, was from 2021. I just couldn’t believe they were going that far back and asking me for payment. As a result, I called Carecentrix and I was told that if I didn’t pay the bill, I would be reported to a debt collection agency. And, thus, I decided to seek the help of the BBB. 
  I am very happy to tell you that today I received a call from Carecentrix telling me that they had a glitch in their system and it sent out erroneous bills. I was one of those individuals that received erroneous bills. Not only has my debt been cancelled but I will be receiving a check for past over payment. 
  Thank you so much for helping me. I am so grateful . 
  With best regards, 

  ****** ******** 

• Initial Complaint

  Date:08/13/2024

  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 just received a bill for equipment I had previously contacted carentrix about which I was told I had to go through ****** to resolve. I filed a BBB complaint against ****** on 01-16-24. Complaint #********. My complaint was resolved by ****** on 02-07-24 with them adjusting my account to a zero balance. The bill stemmed from equipment that was sent to me against my consent. I had previously contacted both carecentrix and ****** and told them I no longer had the insurance that I had when I was receiving the equipment. ****** shipped equipment despite this and then refused to take back the equipment and provide me with a refund. I had talked to several carecentrix customer service representatives that were supposed to help me with the problem. They were unable to as they are the billing company for ****** and I no longer had insurance so I had to go direct with them to have the account resolved. I was told they may be able to have an advocate help me, but I was never contacted despite my several attempts to resolve this. That’s why I filed the BBB complaint against ******. I should not be receiving a bill for equipment that had been resolved back in February with the company. See attached screenshots.

  Business Response

  Date: 08/23/2024

  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:08/01/2024

  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.

  Insurance preauthorization required for leg braces. CareCentrix notifies provider and myself that braces are covered at a rate of 100%.
  Service date of 10/17/2024 for fitting of leg braces.
  First Bill dated of 11/4/2023 for $325.18 due 12/4/2023. Paid 12/1/2023.
  Second Bill dated of 12/4/2023 for $742.78 due 1/3/2024.
  I call billing, billing explains the other person who told me braces are covered at 100% was wrong, they require a 30% coinsurance payment.
  
  Notification of Secondary insurance (*******) was provided on 1/12/2024 to CareCentrix, was told 6-8 weeks for a refund once insurance payment is made, however they will not file with ******* until insurance card is on file, despite ******* notifying that no insurance card is required as policies are patient SSN.
  Spoke to agent 2/20/2024 which results in all required information and scanned copy of insurance card being submitted to CareCentrix and told 6-8 weeks to refund once insurance payment is received.
  Speak to agent on 3/26/2024 to ensure insurance payment has been made, notified there is no secondary insurance on file. Forward orignial email from 2/20/2024 to requsted email address. once again told 6-8 weeks for refund to be received.
  Exact same situation occurs 4/4/24, email with two previous submissions forwarded again.
  
  5/29/2024 I speak to agent, confirms insurance was entered into system, insurance has paid in full for both bills. Payment made out of pocket to CareCentrix on 12/1/2023 results in a credit on my account of $325.18. A refund is submitted, once again I am told 6-8 weeks to receive.
  
  7/19/2024 I speak to agent to get update on refund status. Refund is still processing, told an escalation is filed, to call back after next week to find status since 8 weeks have passed.
  
  8/1/2024 Speak to agent, 7/19 request is denied because person working case died. Told its 6-8 weeks from check mailing, not request, another escalation filed.
  
  6-8 weeks has become 6-8 months.

  Business Response

  Date: 08/13/2024

  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:07/30/2024

  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.

  Carecentrix is the DME provider for my insurance company. My doctor sent a prescription in April for a wheelchair modification (I am a full time wheelchair user) and sent me a copy of the confirmation. The company will not reach out in case of any issues, but you have to contact them, which cases a delay in service. In July, my doctor send a letter of medical necessity stating I need an adaptive device to help with my shoulder issues. I told Carecentrix 3 times I needed to be staffed with a specific company who provided my wheelchair. They staffed me with a different company, which causes more delay. I called back a week later and found out one of the staffing agents gave misinformation to the wheelchair company causing them to believe they wouldn’t be able to staff me. The staffing agent reported he would leave me a voicemail, but never did. I decided to call this week to see the progress, but was told it was on pause and should’ve been made aware when I wasn’t. I called the wheelchair company directly and they told me the misinformation the staffing agent told them and I explained the situation. They said they could absolutely help me. I reached out to Carecentrix who told me they lost my prescription and we would have to start from square 1. I had a scheduled call with a supervisor at 9AM and have not received the call. Now, my insurance is almost finished and I won’t be able to receive the modification my doctor prescribed and said was medically necessary.

  Business Response

  Date: 08/09/2024

  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.