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Business Profile

Healthcare Management

CareCentrix, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Healthcare Management.

Complaints

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

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CareCentrix, Inc. has 20 locations, listed below.

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    Customer Complaints Summary

    • 75 total complaints in the last 3 years.
    • 32 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/25/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      In December of 2023, I received a prescription for a sleep apnea device. Before the prescription could be filled, I was required to contact CareCentrix in order to discuss the charges I would be responsible for. I had to agree to the amount on recording and state that I understood I would be responsible for a little over $200 of the cost of the machine while insurance picked up the rest, I actually had to wait a week for them to go through the process with my insurance company and confirm the amount before I could get the machine ordered. When I was finally billed I was surprised to receive an invoice for almost $1,000. When calling to have the issue corrected, we were told that that the machine went towards my 2024 deductible rather than my 2023 as they ended up renting the machine to me for 3 months before billing it out. Had I known this on the front end that wouldn't have been a problem but Carecentrix went to great lengths to have me agree to the initial quote in the $200 range on a recorded line and I am shocked that they now feel it is acceptable to bill me almost $800 more. Although the customer service representatives were friendly when confronted with the issue, they ultimately refused to do the right thing, it's not right to expect me to pay for their company's mistake.... Especially when considering how far they went to make sure I understood what I owed out of pocket.

      Business Response

      Date: 08/06/2024

      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:07/09/2024

      Type:Billing Issues
      Status:
      Answered
      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 got a CPAP early 2023 and was being billed monthly by Carecentrix. I made a double payment on 12/20/2024 and it was supposed to be paid in full. I was billed after that and called. Had to go through with them about every payment made and they realized I had overpaid by a month. Eventually after calling another few times, I did receive the refund back and was guaranteed I was paid in full. I have called in January, February 24th, February 27th, May 13th and today (7/8). Every time I have to go over everything and have them figure out that I am paid in full.

      Eventually they always seem to claim that it is a glitch and they will take care of it. However, I feel this is done on purpose to get money from people not with it enough to follow up. I can't imagine how many overpayments they receive from people who just want it over with or don't have the ability, time or energy to follow up every month when being overbilled. Calls can last between 40 minutes and an hour. It is nearly impossible to get a hold of a supervisor. One time they tried telling me I got supplies when I specifically do not use their service anymore since they are untrustworthy. Ever since paying off CPAP, I have gotten supplies from ****** (which is amazing). I want them to stop billing me. PLEASE HELP!!!!

      Business Response

      Date: 07/19/2024

      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:07/03/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      The customer service is horrendous with Carecentrix. I order my CPAP machine and supplies and their record keeping his horrendous. If you have a question, they bounce you around through different departments and place you on hold anywhere from an hour to 3 hours. Getting a hold of a supervisor is joke. I have never been late on any payments but due to an error on their record keeping, they are quick to send a bill to collections and ruin your credit. They cannot give you a wait time on a supervisor and tell you that they are on a certain pay grade level. I have never dealt with a more unprofessional business that does not care for their customer. Stay away from them. I am advising my doctor and insurance to find another supplier immediately.

      Business Response

      Date: 07/15/2024

      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:06/25/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Complaint is in regards to over-payment to Care-Centrix. $941.17. I was billed, and then threatened with Collections, I paid the amount- and my insurance also paid the amount- thus owing me a refund. The payment I made was on 11/1/2023. As of today- 6/24/2024 pr 6 months later I have received no refund. Care centrix will not apparently auto issue a refund for a credit balance, I called in March of 2024 and was told refund was approved and would take 6-8 weeks to receive. It's now been upwards of 16 weeks, and still no refund check. I've called multiple times and I'm told it's "pending processing". I wish there was another co- we could use to get diabetic supplies, this is absolutely ridiculous. They take the insurance Co's money, my money, and never issue refunds. It should not take 6 months to get money back, much less have to call and sit on hold repeatedly to be told 'its processing'.

      Business Response

      Date: 07/02/2024

      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:06/19/2024

      Type:Billing Issues
      Status:
      Answered
      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 using ******* machine for sleep apnea through ********* ******** company which uses third party payer system Care Centrix Inc. I returned the machined since I was getting multiple bills after month after month from Care Centrix. I have paid portion of it; however, I am keep getting bills that has left balance. When I use the Carecentrix website, it does not show me the past payment history, statement. Also the Carecentrix has made 2 separate accounts under my name for same *******.

      I contacted the Carecentrix customer service which is difficulty get through without resolution. I would like for CareCentrix to contact me to explain the bills and what I have paid so far, and why I have 2 accounts.
      Thank you for your time.

      Business Response

      Date: 06/24/2024

      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:06/11/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Received notice that is past-due. Did not receive any bill. Has no information about what this is for or how much is owed. No defining information at all..

      Says to call number. Says serching our records. Then call is dropped.

      Business Response

      Date: 06/26/2024

      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:06/05/2024

      Type:Billing Issues
      Status:
      Resolved
      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 an IV therapy that has a high deductible through ****. Carecentrix bought my account from ******* and charged me. I cannot use my copay card for my drug. They charged me a high copay and I paid it and they keep charging me for it.

      Business Response

      Date: 06/19/2024

      : 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: 06/20/2024



      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:05/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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 nebulizer from my children's pediatrician. I was advised insurance would pay for it, from our doctor. I then received a bill for approximately $130.00. I had not used or opened the box yet, so I called Carecentrix and was advised I could return the nebulizer. So in March 2024 I returned the nebulizer to the provider. I called carecentrix and they called the provider and confirmed I returned the product. I was advised after 60-90 days I would see a zero balance bill. Most recently I called on 5/15/2024 and was advised this was not submitted for reimbursement or correction. I was advised it was now sent for correcting and to check back in mid July. I just received a notice that collections is pending dated 5/20/2024 for this bill. I do not understand why this is being sent to collection, the product was returned and I have been advised multiple times this bill should be rectified. This should be a zero balance bill.

      Bill information is below:

      Acct # **********
      Inv # ************
      Pt name: ********* ******* (my daughter)
      DOB: **********

      Please see to it this bill is not sent to collections and will be made a zero balance?

      Business Response

      Date: 06/06/2024

      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: 06/16/2024

      Hello,

      I received a call from Sandra from Carecentrix regarding my concern. Her phone # is ###-###-####. She informed me the status of my return is only now being changed to refund status and this can take 30-60 days for the account to be updated and zeroed out accordingly. I was told it is out of pending collections. I apologize for not updating BBB, I guess I was hoping since Sandra said this would take so long she would have updated BBB. This complaint is still pending. I am hoping this BBB case can be put in more of a "pending" then "answered" status if still possible? I will respond/updated BBB once this has been resolved by CareCentrix.

       

      Please let me know if this is acceptable and if the BBB case status can be updated?

       

      Thank you very much

       

      ******* **

      ###-###-####

      Business Response

      Date: 12/17/2024

       

      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. 

      Customer Answer

      Date: 12/19/2024



      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:05/28/2024

      Type:Billing Issues
      Status:
      Answered
      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 is payment to a third party for durable medical equipment. My FSA administrators require an invoice/statement when I use my flexible spendnig card. In late March I used the card to pay for supplies. My FSA admin requires "proof". When I go through CareCentrix' patient portal, they have changed their payment portal, and I am unable to retrieve old invoices to submit to the FSA admin. Customer service is non-existent, whether by email or telephone. I just need the invoices regarding the two payments I made.

      Business Response

      Date: 06/04/2024

      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

      Customer Answer

      Date: 06/04/2024

      The complaint is just partially resolved.  I have yet to receive the statement for the amount of $261.35.  I don't know if I can "tag" the attached document onto this complaint. The company sent me a statement, Invoice#: 5802-1090289, which serves as a final notice dated 5/27/24 and is threatening to take it to a collection agency. The amount is $16.83 which was paid 2/14/24. The receipt from ***, in the aforementioned amount, states that CareCentrix received payment on 2/14/24.  Also, after I brought the complaint to BBB, CareCentrix sent me the receipt indicating payment was received on 2/14/24. I want this matter resolved before I am ready to move on.   This evening I have spent about 4 hours, trying to figure this out. For $16.83. I can spare the money, but with a looming agency collection I cannot afford that.  Somewhere, someone in CareCentrix has to be responsible for keeping record/track of this. I feel for those who do not have the same resources and knowledge to spend time on this.

      Customer Answer

      Date: 06/04/2024



      Complaint: ********



      I am rejecting this response because:

       

      The complaint is just partially resolved.  I have yet to receive the statement for the amount of $261.35.  I don't know if I can "tag" the attached document onto this complaint. The company sent me a statement, Invoice#: 5802-1090289, which serves as a final notice dated 5/27/24 and is threatening to take it to a collection agency. The amount is $16.83 which was paid 2/14/24. The receipt from ***, in the aforementioned amount, states that CareCentrix received payment on 2/14/24.  Also, after I brought the complaint to BBB, CareCentrix sent me the receipt indicating payment was received on 2/14/24. I want this matter resolved before I am ready to move on.   This evening I have spent about 4 hours, trying to figure this out. For $16.83. I can spare the money, but with a looming agency collection I cannot afford that.  Somewhere, someone in CareCentrix has to be responsible for keeping record/track of this. I feel for those who do not have the same resources and knowledge to spend time on this.



      Sincerely,



      **** *******

      Business Response

      Date: 06/13/2024

      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:05/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 being incorrectly billed on two separate statements. The first statement is for ************. This was a charge for $17.46 on 11/22/23. This was for an item that was never ordered, never shipped, never received. ******** has verified ON THE PHONE WITH A CARECENTRIX SUPERVISOR that this charge is not valid and needs to be removed. I have opened cases with both ******** and carecentrix months ago. I was ASSURED it was removed. Today I got ANOTHER BILL threatening collections for this invoice. The second bill is ************ for 81.62. These two items on this invoice were RETURNED FOR A FULL REFUND ON 3/11/24. I HAVE SENT PROOF multiple times to carecentrix, and ******** has confirmed via a supervisor with carecentrix that the items were returned. I am including a copy of my return receipt with this complaint. It shows that I DO NOT OWE THIS BILL AS THE ITEMS HAVE BEEN RETURNED MONTHS AGO. yet today I got a brand new bill and a new demand to pay $81.62. I need help.

      Business Response

      Date: 05/31/2024

      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: 06/03/2024



      Complaint: ********



      I am rejecting this response because: there is no response other than it is being 'worked on". That is not an acceptable answer. I've already been waiting well over two months for two simple billing issues to be corrected. I have provided receipts for the items I have returned (from 11/25/23, returned 3/24), and the notes on my carecentrix account (from ********) verify that ******** incorrectly billed me for the additional charge on 11/22. In the meantime, I am being harassed by carecentrix collection threats. 



      Sincerely,



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

      Business Response

      Date: 12/17/2024

      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.

    CareCentrix, Inc. is NOT a BBB Accredited Business.

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