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.

  3 Huntington Quad Ste 200S Melville, NY 11747-4626

• 

  CareCentrix, Inc.

  6130 Sprint Pkwy Leawood, KS 66211-1156

• 

  CareCentrix, Inc.

  12900 Foster Overland Park, KS 66210

• 

  Care Centrix

  9119 Corporate Lake Drive Suite 300 Tampa, FL 33634

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:01/10/2023

  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 billing system appears to send multiple bills almost simultaneously for the same charges, and then threatens action (referral to outside collection) when one of the duplicate bills is not paid. The billing website is essentially unusable UNLESS one signs up for automatic payment. It has been impossible to contact them by phone; their automated call management simple indicates 'high call volume'; no representatives have been available in MANY attempts at different times of day/days of the week.

  Business Response

  Date: 01/18/2023

  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.

• Initial Complaint

  Date:12/06/2022

  Type:Product 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 mixed up payments and sent them a $1700 payment in August 2022 meant for another company. After realizing what happened I contacted them and requested my check be returned. I was informed all of my payment could not be returned due to a balance and returned products. They stated they could return the remainder of my payment almost $1400 and the rest after the other situation was resolved. I was ok with this. I called in on October 4 to find out why I had not received my refund. I was informed there was nothing in my account about refunding my money but, a note was seen that I had called in. I was then informed that it takes the billing department 2 months to issue a refund. Here it is 12/6/22 I still have not received my refund almost 4 months into this 2 month waiting period. I call in and the person on the phone says the full $1700 is sitting in my account, she is checking with billing on what's going on with my refund. Eventually I get hung up on and when I call back no one is available to answer calls.

  Business Response

  Date: 12/12/2022

  
  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:11/10/2022

  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.

  Carecenterix is the third party my ins uses for durable medical supplies, I had to use them for a CPAP from ***** ******. Any complaints must be taken to care centrix and they take it to *****.
  
  ***** charged me for services j didn't use for a CPAP machine. They provided I'll fitting equipment, would not do a proper fitting just kept sending more things and charging me.
  
  They sent me the correct mask finally but failed to provide tubing that fit. I was never able to use the machine as needed in the 3 months I had it and was threatened my ins wouldn't cover the machine if I didnt use it more. I was una le to use it due to In correct equipment.
  
  I contacted ***** every step of the way for help, fitting, equipment etc. Was told to wear it during the day however I work that's not possible also not possible when the equipment is wrong. I was told I had to wait for them to send more equipment out until August. I returned the machine June 19th. They charge me for April May and June along will all the equipment even wrong equipment. Carecentrix failed to handle this, and is still billing me. Ive requested supervisors with no help. I'm not paying for this.

  Business Response

  Date: 11/23/2022

  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:11/07/2022

  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 in Dec 2020 my health care provider had me start using a CPAP. There is an actual machine and then supplies. I believe care centrix provides supplies. You had to sign up on line to pay bills. Later I began receiving emails about “statements” to pay. You have to log in to pay the statement. I was only given a statement number. The password I choose didn’t work and you needed an account number. I wasn’t given an account number and it isn’t on the statements. I then received other statements but not additional equipment. When you call they won’t answer questions about what is on the invoice and they won’t reset the code. I finally got an account number but still can’t log in. They said they would mail some statements. They did not. Others they claim have been referred to a debt collector and won’t answer any questions about what they are for or what the amount supposedly owed is.

  Business Response

  Date: 11/18/2022

  
  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:10/12/2022

  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 paying the company $137 since December of 2020. I can't get information from them on what I'm paying for. The website is very general and I can't seem to find what I'm paying for or what service I'm paying for. My account number is **********
  I also can't find how much total I've paid and if there's any interest.

  Business Response

  Date: 10/17/2022

  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: 10/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The only information she gave me via email was another bill and not what I requested which was an opportunity to see account history. I'd like to know how much I have paid and what for. Being tired of this I did go ahead and pay the balance due.
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 10/24/2022

  
  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: 10/24/2022

  
  
  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:10/02/2022

  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 has submitted a request to ***** ********* (**** ********r), for a balance due. Every invoice received from the company has been paid. In the past, they have erroneously credited payments to another account. Based on the company's reputation, it appears the ability to manage accounts doesn't exist. There is no faith the amount is correct. In addition, multiple healthcare providers expressed concern about the competency of this company. The original equipment has been returned and a replacement has been purchased outright to avoid further billing problems. I tried working with Carecentirx on an equitable solution to no avail. To make this worse, they are requesting alleged amounts due on a product that causes cancer.

  Business Response

  Date: 10/13/2022

  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:09/27/2022

  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 has been contracted by my primary health insurance (****** **** *****) to handle billing for home infusion services. It is my understanding that CareCentrix receives bills from ***** ********** and ****** **** ******, and appears to pay them in full, regardless of the amount covered by Anthem. This overpayment is then billed to me, and CareCentrix is refusing to bill my secondary insurance (**** ***** **** ****** **) for the remaining balance, instead sending me claim forms that I have to spend many hours of my own time to submit to secondary insurance, and which are being rejected due to incomplete/incorrect information provided by CareCentrix. Current balance from CareCentrix spanning 1/1/2022 to 9/27/2022 is approximately $1,500, with $172.67 having been transferred to a collection agency (***** *********).
  
  I am asking that CareCentrix do one of the following:
  
  1. Submit claims for any remaining balances to my secondary insurance. Upon receiving an Explanation of Benefits with a valid patient responsibility from them, I will pay that remaining balance in full.
  
  2. Seek reimbursement of overpayment of claims from the service provider (***** **********), and allow the provider to perform their own billing to secondary insurance for any remaining balance thereafter.
  
  I am also asking that CareCentrix cease any collection activity or credit reporting until secondary insurance billing has been resolved satisfactorily.

  Business Response

  Date: 10/11/2022

  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.
  

  Business Response

  Date: 10/11/2022

  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.
  

  Business Response

  Date: 10/11/2022

  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: 10/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any confirmation or communication that CareCentrix is investigating or correcting the secondary insurance billing/claims issues, nor that my account has been put on any kind of collection hold until issues have been resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any confirmation or communication that CareCentrix is investigating or correcting the secondary insurance billing/claims issues, nor that my account has been put on any kind of collection hold until issues have been resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any confirmation or communication that CareCentrix is investigating or correcting the secondary insurance billing/claims issues, nor that my account has been put on any kind of collection hold until issues have been resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 10/26/2022

  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.
  

  Business Response

  Date: 10/26/2022

  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.
  

  Business Response

  Date: 10/26/2022

  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:09/05/2022

  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.

  This company provides supplies for my sleep apnea machine. They bill my health insurance company for payment, and I pay the balance. I received a letter from a collection agency stating I had an unpaid balance. I have not received a statement from this company in over 9 months. According to their web site, there is no recent activity, only a balance due. No statement is available. What is this charge for? Why send me to collections when a statement was never sent? Horrible customer service.

  Business Response

  Date: 09/14/2022

  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: 09/14/2022

  
  
  Better Business Bureau:
  
  
  The company is sending me an invoice, which they had not done, but I needed to pay the balance due over the phone when I spoke to them, without even seeing the invoice. Satisfied? Not really, but at least I've been taken out of collections. That was my main concern.

   

  Thanks BBB for your help.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/26/2022

  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.

  Care Centrix billed my insurance over $100,000 for my daughters pain pump for what they called observation and filling of her pump for three months service. During this time no one was observing or filling her pain pump. They were allowed to bill my insurance $1900 a day for a service they really were not providing. In turn, my insurance put a $30 co-pay to me for each day which they are now trying to collect saying that I owe they 3600 for nothing. When I spoke to my daughters doctor about this, he told me they would write off the amount they had a contract to take what the insurance gave them and write the amount off. They are now sending me bills for the 3600 on my 15 year olds name. I have filled out the financial aid forms which they have lost. I believe this is medical fraud and they are trying to get more money out of me besides the $100,000 they already got out of my insurance for nothing. At not point at anyone from the home health company monitor my daughters pain pump on a daily basis. If so, I’d like to see the records for it.

  Business Response

  Date: 08/08/2022

  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.