Business Profile

Healthcare Management

CareCentrix, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:05/09/2024
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.
WAS INFORMED THAT CPAP WOULD COST 121.72 FOR FIRST THREE MONTHS WITH A BALANCE OF $615.00 TO OWN EQUIPMENT, HAVE PAID OVER 750.00 TO CARECENTRIX AND THEY CONTINUE TO SEND INVOICES FOR BALANCE OF 833.08. I HAVE MADE IN EXCESS OF 10 CALLS WITH NO RESOLUTION. REQUESTED A DETAILED BILLING AND PAYMENT, NOT RECEIVED AS OF YET....
Business Response
Date: 05/22/2024
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.
Customer Answer
Date: 05/22/2024
SPOKE WITH REPRESENTATIVE AND WAS TOLD OF THE CHARGES, WAS TO RECEIVE A DETAILED STATEMENT VIA EMAIL, NEVER RECEIVED!
WAS TOLD THAT A PORTION OF THE CHARGE WAS FOR A PART OF THE CPAP MACHINE THAT IS BUILT IN BUT NOT INCLUDED IN THE INTIAL BILLING OF THE MACHINE????
STILL VERY UNPLEASED WITH THIS COMPANY, WOULD NEVER USE AGAIN OR RECOMMEND!
Initial Complaint
Date:05/03/2024
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 tried to correspond with this company via the mail 4 times about my bill and some charges. I have received ZERO responses! I have contacted my insurance company as well and their answer was don't pay until they give you an explanation.

I have/ had a question regarding some charges and no answers are given. (I do not did it over the phone as I want record of correspondence.). Since then I have paid everything except for what I am questioning. I now have a creditor calling that says I owe $72, but I get a bill yesterday that says I owe $50 and if I go online it says I owe $155.

It seems that no one knows what I owe and the record keeping is horrible. The $50.49 bill I received yesterday was paid off in 2 installments why I am getting bill for it is mind boggling. This company does not seem to care about their customers because they basically have a monopoly and can cause health issues with a consumers if they don't pay. Why does the customer need to keep paying when the company will not respond to inquiries about their billing practices?
Business Response
Date: 05/10/2024
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: 05/12/2024

Complaint: ********

I am rejecting this response because:
they only send an encrypted message which did not say was from them. Then, they said they made "several" attempts to contact me. I have not been called, texted, or a letter sent to myself. I received the encrypted email ONLY and that was something i almost did not open because it was from a sketchy email.
Do better.....call the person and discuss and that person should be someone who is knowledgeable and able to handle an issue if need be.

Sincerely,

**** *******
Business Response
Date: 05/21/2024
Thank you for forwarding this concern to our
attention. Please be assured that we take all issues very seriously. Please be assured that we take all issues very seriously.
This issue is still being managed for resolution with the consumer.
Customer Answer
Date: 05/22/2024

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:04/18/2024
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.
For several months I have been trying to contact the company by phone. I have waited on the phone 8 times for times varying from 45 minutes to 1 and a half hours - latest date is today. I have several questions on a CPAP bill and need information.

It is unreasonable and in fact ridiculous that no one picks up the phone.

Now they just sent a letter that I got 2 days ago that says they will send my account to collections if I do not pay my full bill.
Business Response
Date: 05/02/2024
“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.”

Customer Answer
Date: 05/06/2024

Complaint: ********

I am rejecting this response because: what was sent to me via e-mail from Carecentrix did not make sense and was untrue.
The questions I asked Carecentrix in several e-mails were not answered nor could they give me a correct answer which for why their prices were so high and why **** paid larger amounts for some items down to nothing for other items.
I asked to have a Supervisor contact me via phone.

Sincerely,

****** *********
Business Response
Date: 05/14/2024
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:04/15/2024
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.
On 01/04/24 (Date 0f Service) care Centrix provided services thru ***** ********** **** for DME (Durable Medical Equipment) totaling $400.26. My insurance ******* **** ***** **** ****** paid $199.99. This left a balance of $200.27 which I paid in full on 01/31/24. On or about six weeks later, I received an additional bill for "adjustments" totaling $94.80. I spoke with my insurance who told me care Centrix put the wrong amount in for charges. On 04/05/24, I paid the $94.80 via credit card reluctantly. Is it my fault that care Centrix messed up? I think not. Therefore, I am asking BBB to help resolve this issue. Thank you.
Business Response
Date: 04/19/2024
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: 04/24/2024

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:04/04/2024
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.
They say I owe more than my State PPO Plan for Services *** **** says I own 435.22 and Care Centrix says I owe $688.36 Care Centrix has only gotten back to me after many emails to them. (today). They tell me today my financial appeal for help was denied today...after asking them many times if my appeal was received with no response.
Customer Answer
Date: 04/08/2024
Please cancel the complaint I made about Carecentrix. ****** ***** Ph *** *** **** Email *****************
Initial Complaint
Date:02/27/2024
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.
Back in October of 2023 my doctors's office sent out a request to care centrix to get a Brace for me after my ankle surgery. My Doctor's office informed me they have to go through care centrix and care centrix would send the bill to ******** ** **** to supply me with a brace so i would not get billed, Care centrix sent the request to quality of life DME instead of ******** ** **** Jessi from my Doctor's office confirmed she made them aware of my insurance and how ******** ** **** would have to supply the brace. since it was sent to the wrong supplier on care centrix's part i am reciveing a bill from care centrix. I have called to speak to escalations and everyone i have spoke to is blaming me and or my doctor's office stating they did no wrong, i had a lady from escalations named Priscilla call me today and she was super nasty demanded i wrote a check or this would be sent to collections, this bill should not be my responsibility because they sent it to the in correct supplier. My doctor's office talked with them on the 22nd and they told the billing office for my doctor's office that the bill was handled then today feb 27 2024 i am told something different and being threatened with collections.
Business Response
Date: 03/06/2024
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 member’s satisfaction.
Initial Complaint
Date:02/14/2024
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 was sent a bill for $756.90 in February 2024 for home infusion services provided by a third party (***** ******) in April 2023, as Carecentrix does the billing services for **** in *******. The bill was supposedly for the copay amount for the medication, though that is not clearly reflected on the bill. However, I am covered by a copay assistance program by the medication manufacturer. They claim that they billed the copay assistance program but the claim was denied because they submitted the claim more than 3 months after the date of service, even though I gave them this information as soon as I received their bill in July 2023. They now turn around and try to bill me 9 months after the date of service for their failure to submit the claim in a timely fashion. This is a predatory company as I never had issues with my previous company that submitted bills for me (***** ******). Many other patients are having issues with this company. Patients should not be held responsible or liable for this company's lack of proper billing practices.
Customer Answer
Date: 02/14/2024
I received a call back from case management at Carecentrix and they are working to resolve my complaint though the bill has not been adjusted yet.
Customer Answer
Date: 02/14/2024
The case manager got approval to adjust my bill.
Initial Complaint
Date:01/22/2024
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 don't even know the point of this company. I was issued a CPAP machine from ***** **********, who said that Centrix would call me to discuss the billing. They never called and I'm surprised with a $325 bill on December 26. I immediately call and find out it's a recurring charge. I returned the machine and supplies on December 29. ***** advised me the billing would cease. They lied. I called CareCentrix and they said because I had the machine on December 21 I have to pay for another month. They call *****, who advises the same, even though they previously told me I wouldn't be charged after that date. so ***** spent their whole time lying, and CareCentrix can't help with anything because they aren't the provider. I honestly don't even know what their business is as they don't provide the equipment, they can't actually handle billing as it goes through the provider, yet they're the ones billing me ($325 for the first month, $69 for supplies I returned, and $166 for the second month).
Business Response
Date: 02/01/2024
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:01/10/2024
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.
In July of last year I received medical equipment and carecentrix has been in charge of billing. I was quoted a specific monthly amount of $121.72 plus any additional cost for supplies. I received my original supplies in July along with my equipment. I have not received any additional supplies. I have been charged in excess of $1000 in 5 months and continue to receive bills for random amounts. I have called to receive an itemized list with all transactions and a reason for the charge but have not received any help. I am being robbed and threatened with being sent to a collections agency. I could’ve bought the medical equipment outright at this point without using insurance.
Business Response
Date: 01/22/2024
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: 01/26/2024

Complaint: ********

I am rejecting this response because: the issue is not resolved. I received some communication but no resolution. It was determined that I am being charged double but I have not received a plan of action. There is a discrepancy between Rotech and Carecentrix.

Sincerely,

****** ******
Business Response
Date: 02/09/2024
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: 02/13/2024

Complaint: ********

I am rejecting this response because: there has been no resolution. I am still waiting on a refund for being billed double. Until I receive a refund and am able to confirm with my insurance that I was billed correctly, the complaint will remain open.

Sincerely,

****** ******
Business Response
Date: 02/21/2024
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
member’s satisfaction.
Initial Complaint
Date:09/07/2023
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 have a bill for 329.89 that was sent to collections. I have called multiple times in the past several months asking to speak to a supervisor and each time have been told I will get a callback, however no one has yet to call me back. Carecentrix has been unable to answer why i was billed these higher amounts despite the fact that my insurance, deductible and quantity of supplies has remained consistent in the past year.
Business Response
Date: 09/18/2023
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.
Business Response
Date: 09/18/2023
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.

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CareCentrix, Inc. is NOT a BBB Accredited Business.