Business Profile

Healthcare Management

CareCentrix, Inc.

Headquarters

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.

If you've experienced an issue

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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:08/14/2023
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 continued to fight with this company over their bills and if I've paid them or not.
This is mainly due to the fact that have a very insufficient billing system. No bill ever shows previous balances. You might owe 300 and get a bill for 37, then another bill for 120, then another for 80. None of the bills reflecting each other, so no way to show if you've paid or not paid a previous bill and not showing how and when payments are applied.
Business Response
Date: 08/28/2023
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: 08/28/2023
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.
Initial Complaint
Date:06/26/2023
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.
Starting March of 2023 I began receiving bills from CareCentrix for CPAP supplies. I paid the first one and setup a payment plan for the second. When I attempt to view the link to my payment history from CareCentrix email it doesn't show my any relevant information. Yet I continue to receive increasingly threatening letters that I have not paid or attempted to pay. I have tried reaching out multiple times both via phone and via website and they have not answered.
Business Response
Date: 07/06/2023
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:06/06/2023
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.
On May 25, 2023 I called CareCentrix and had my *********** Insurance representative merged on the phone call with me to assist because of how convoluted my prior experience/communication has been with CareCentrix.

I paid $774.65 and was given an authorization code that I was told signified a payment in full for the purchase of my CPAP machine. On May 1, 2023 I paid $165.87 online through the portal but during my call on May 25, 2023 they "had no record" of this payment.

My assumption was that I double paid that invoice but I was so exasperated at this point that I was willing to pay the $774.65 to have CareCentrix "paid in full". I was told at this time that I now owned my CPAP machine.

Fast forward to June 5, 2023 where I received a letter in the mail referencing invoices that I have PAID. The letter is dated May 26, 2023.....one day AFTER I made a payment of $774.65 to CareCentrix on May 25, 2023. The letter in summary says that I'm being sent to collections in 15 days...

On June 6, 2023 I called and spoke to a representative who told me that I still owed $250 some odd dollars....at this point I made the decision to file this complaint and will be seeking legal recourse with the help of my insurance company to resolve these issues with CareCentrix.

I'm not paying CareCentrix another dollar until they can provide me a statement of ALL invoices, ALL payments, etc etc etc

There has been so much conflicting information given by CareCentrix on the "recorded" lines that it would require more characters than available for me to explain how we got to this point, but I'm happy to provide all the mail I've received as well as the multiple "authorization codes" I've been given. I think when CareCentrix uses the term Authorization code, it means they're authorized to forget every detail of the hour + conversation I just had with any given representative. Absolute JOKE of a company and I will warn people as long as I live of this provider.
Business Response
Date: 06/12/2023
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:05/18/2023
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 was sent a box of medical equipment. It arrived on 1/27/2023 and was returned to the company within 10 days as it did not work for me and I was unable to use the equipment. My insurance company was billed and now I am responsible for the balance. This should have all been refunded to my insurance and my balance wiped clean.
Business Response
Date: 05/30/2023
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:05/11/2023
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.
On 4/11/23 I went through *********************** (recommended by my ** ******* **** insurance plan) to order a breast pump. I filled in my insurance information and I was directed to a page listing breast pumps that I qualified for. I chose the ******* ** **** Breast Pump with ******* Cooler Kit & Milk Storage Bags and was told that I had a co-pay of $29.99, but that the rest would be completely covered by insurance. I submitted my payment and I received my order (order #**********) two weeks later. On 5/10/2023, I received a bill from CareCentrix stating that I owed $84. The invoice (invoice #************) stated that I owed $84 for milk storage bags. When I went onto my ******* **** claim manager, it states that they billed the insurance for the breast pump and breast milk storage bags. The insurance paid for the breast pump in full, and did not pay anything for the bags. They are an in-network provider with ******* **** and per NJ law, they are not allowed to balance bill. The law states that an in-network provider is not allowed to balance bill for covered services, this is illegal. I was under the assumption when I chose this breast pump and milk storage bag bundle that it was completely covered and that my only payment was the $29.99 co-pay. They did not inform me that I would receive any extra charges or that coverage might be denied. I have already paid a co-pay of $29.99 and fulfilled my financial requirements for the breast pump and milk storage bag bundle. If this is truly not a covered service, then this is fraud. If this is covered, then this is illegal because you can't balance bill for a covered service. I want this bill rescinded and an apology from Carecentrix.
Business Response
Date: 05/24/2023
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.
Initial Complaint
Date:04/17/2023
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.
It’s no surprise that this business has no BBB accreditation. We rented a wheelchair several years ago and we’re told by our insurance people that it was a purchase covered by insurance. Probably bad advice. We used the wheelchair for less than a month and gave it to a veteran who could use it. Suddenly, we were getting bills , after a year, for the wheelchair. We spoke with a rep from CareCentrix who rambled on about how they have it registered as a rental which has to be returned. After months of getting nowhere with the company, we just decided to pay the $440.33 that these thieves were demanding for rent on a $134.00 (retail price on ******) wheelchair. Now they say the wheelchair still needs to be returned. I’m through being held up by scam artists.
Business Response
Date: 04/21/2023
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:04/06/2023
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.
My insurance told me CareCentrix is the company to order my breastpump from. CareCentrix made me use ******** breast pumps to order my pump. On 2/23/23 I ordered my breast pump on ********** website as directe by CareCentrix. ******** made me pay $135 on 2/23/23 for the breast pump. My insurance EOB processed on 3/8/23 for CareCentric and showed the breast pump was covered and I owed $0 (the EOB shows $217.50 paid by **** to CareCentrix). I was shocked to see a second EOB from CareCentrix for breast pump bags that I did not order. This is fraud because I NEVER ordered breast pump bags but ******** sent them to me and CareCentrix billed my insurance for something I never asked for. I have spoken with supervisor Noah Tittle from ******** and he sent me remittance information for the pump and bags from CareCentrix and none of the numbers match up to my actual EOB from my insurance. Noah told me on 3/6/23 “ Regarding your breast pump EOB, I understand this is different than what you see from your end. You will notice our EOB's come from carecentrix. The difference between what you see your insurance paying, and what we were paid, unfortunately is being paid to carecentrix as a processing fee.

Regarding your milk storage bags, we have received payment for them. Carecentrix does have the ability to bill you for them if your health plan denied the claims and they decided to pay us. If this happens please let me know immediately so we can recoup those claims to force carecentrix to stop billing you. As previously communicated, you should receive no bill for those bags, so if carecentrix tries to bill you for them we will get that resolved as soon as we are made aware.”

I am being billed by CareCentrix for $75.60 for the bags so I expect that to be resolved.

I also was told by ******** the breast pump cost is $249. On 2/23/23 I paid $135 to Aeroflow. On 3/8/23 my EOB shows **** paid $217.50. I expect ******** to to refund me the difference for the breast pump of $103.50.
Business Response
Date: 04/13/2023
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: 04/14/2023

Complaint: ********

I am rejecting this response because:
CareCentrix called me yesterday and stated ******** would issue me a refund if $103.50. I find their response on BBB unacceptable based on the phone call. CareCentrix: Please own up and address the action being taken, which is is that so am being given a refund.

Sincerely,

***** ******
Business Response
Date: 04/25/2023
Tell us why here...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: 04/26/2023

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.

I can verify I have now received the refund of $103.50 from ******** breast pumps.

Sincerely,

***** ******
Initial Complaint
Date:02/28/2023
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.
This complaint is relating to CareCentrix's lack of communication regarding claim denials/credentialing. I was communicating with a CareCentrix Representative and she has been unresponsive. I was given her supervisor's contact information who also has been unresponsive. We currently have several members who are not able to obtain their medical equipment because of CareCentrix's lack of communication. This has been going on for almost a year. Some of these members are Medicaid recipients and are not able to use their benefits.
Business Response
Date: 03/14/2023
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 provider.
CareCentrix is actively working with the provider to remediate any claim and credentialing issues.
Initial Complaint
Date:01/25/2023
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 3 claims from 2022 that I cannot resolve because of Carecentrix billing practices.

I had **** ***** **** ****** employer health insurance and a ******** medicare advantage plan in 2022. **** is Primary, ******** secondary.

My claims from ******** ******** would be paid by the **** coverage, usually 80%. Normally, ******** would bill me the remainder, I would call them, and they would bill ******** the remainder, and that was it.

BUT NOW, apparently Carecentrix is buying the debt! I didn't know they could do that. They will pay the full amount to ******** and then bill me for the remainder not covered by ****. I do not approve of someone paying my bill and holding me hostage.

Carecentrix refused to secondary bill to ********, saying they were not contracted to do so and I owe them the money. I thought I was being billed by ********, but no, ******** has been paid in full by Carecentrix.

This is complicatedly wrong. If they are doing medical billing for medicare related expenses, they should follow the Medicare guidelines for billing. If Carecentrix would have billed the secondary insurance, this would not have been an issue, the ******** plan covers it at 100%.

I have called multiple times and receive no assistance from Carecentrix in getting this taken care of. The billing is based upon **** pricing, whereas the ******** billing would be $0.00.

I have been overcharged by Carecentrix and their business model is not in the best interest of our elderly population with their trickery.
Business Response
Date: 02/01/2023
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: 02/01/2023

Complaint: ********

I am rejecting this response because:

" consumer and provided a detailed explanation as to the CareCentrix and/or health plan policies and guidelines that support its actions". They have NOT supported their action of preventing me from being able to place a claim with my secondary insurance carrier by moving the billing from a preferred provider to a non-network unpayable provider. They explained how they took over my billing to my detriment but made no amends to what is theft. They have prevented me and the secondary insurance provider, ********, from processing a claim. This interference was unneeded and financially harmful.

Carecentrix needs to make amends of their theft and remove the now unclaimable medical billing they have caused by their actions.

Sincerely,

**** ******
Business Response
Date: 02/06/2023
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: 02/06/2023

Complaint: ********

I am rejecting this response because:

If you look at the two responses from the business, they are the same cut and paste junk. It's boilerplate they use to do nothing, just like when you call them on the phone.

Carecentrix has made no attempt to resolve this issue.

Sincerely,

**** ******
Business Response
Date: 02/16/2023
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:01/24/2023
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.
CareCentrix handles the management of care on behalf of *********** (a **** ******** for treatment of my sleep apnea. They send multiple, confusing bills and continue to make collection calls even after the bill has been paid. I checked with my bank and all the checks I have sent them have cleared my account yet I still am receiving notices and calls. I created an online account with them and noticed that they still show a certain amount outstanding even though it has been paid, which leads me to assume that they are misapplying payments or holding the funds and not applying the payments in a timely manner. They are harassing people who have, in good faith, upheld our responsibilities. They are not upholding theirs! In addition, their phone calls come outside of normal business hours (9:00-5:00) and more than once, they have awakened my post-transplant husband from sound sleep. Very rude!
Business Response
Date: 01/27/2023
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.

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CareCentrix, Inc. is NOT a BBB Accredited Business.