Complaints

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

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  Universal Health Fellowship, Inc.

  4555 Mansell Rd STE 300 Alpharetta, GA 30022-8219

• 

  Universal Health Fellowship, Inc.

  PO Box 17580 Clearwater, FL 33762-0580

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:03/14/2025

  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 was sold a health sharing policy under false pretenses for Universal Health Share. The third party, Integrity Health One (also a scam company, based on *******) assured me that mental health and prescriptions were covered with my plan, and after 5 months of back and forth between UHF and my provider, it was determined that MH is NOT covered, neither are my prescriptions without an additional product from UHF, of which I was not told about until cancelling my program with them. I reached out several times to attempt to resolve this, but was ultimately denied coverage and a refund. I never utilized any of their services, despite paying in thousands of dollars for nothing. I was told that because I missed my "welcome call" in the first month, that it is now MY fault for not knowing this information and that they wont be able to refund anything. Due to all of this, I now *** thousands to my provider, with no way to pay for it because I was under trhe impression for half a year that it was being covered. Though UHF has done absolutely nothing at all for me and not paid a single medical bill, they refuse to refund my money and advised I take it up with Integrity Health One -- which I cannot do because this is a scam company run by a single guy in ******* who is recruiting people to sell "insurance" for him, despite them being untrained, uninformed, and not qualified at all.

  Business Response

  Date: 04/23/2025

  Thank you, ******, for taking the time to share your feedback. The team at *** is truly sorry to hear that your experience with us did not meet your expectations.
  

  We understand how frustrating it can be to navigate healthcare challenges, especially when theres confusion around what was communicated at the time of enrollment in this case what medical costs are sharable and the providers that are in-network with the program. That information, however, is clearly noted in the Sharing Guidelines which all members have access to, both linked in their welcome email and on the *** member portal. You had also confirmed that you received those guidelines, along with your intention to read and understand them.
  

  While *** did not initially enroll you, we are actively looking into what may have occurred during your conversation with the agency involved and are taking those issues seriously as part of that process.
  

  The *** member support team works hard to provide clear support and timely communication, and its disappointing to hear that you felt let down. While we were unable to fulfill your request for a refund, your concerns were reviewed internally and shared with leadership. *** appreciates your feedback. 

• Initial Complaint

  Date:01/20/2025

  Type:Order 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 business uses the predatory business practice of incentivizing third party health insurance brokers to lie to their clients and sign then up, and then hide behind the third party when anyone complains about their horrible service. It is nearly impossible (for me it was impossible) to find anyone in network, care was never covered, it is not health insurance, nobody accepts them (they claim ******* are available and yet if you start calling through the list they are lying and almost none of these people actually accept this BS. You will continue to pay out of pocket for all health care and also get scammed by UHF. Their representatives are the only way to cancel, lucky for them they make them impossible to reach! There is no way to cancel online, only the phone number they don't pick up. After being on hold forever you'll get a voicemail, but remember you can't cancel over voicemail it has to be an agent! So here I am literally unable to cancel after these invertebrate protoplasmic imbeciles and the worthless self serving health insurance broker who recommended them woke up and decided to make humanity worse every day of their miserable lives. All of their bbb responses are some idiot pr person doing damage control and shows a complete and utter lack of humanity or care for individuals. Free *****

  Business Response

  Date: 01/24/2025

  The complainants allegations and assertions about *** are simply false and inaccurate. First and foremost, *** does not engage in predatory practices and it thoroughly trains and requires all staff and third-party agents to accurately portray and present the *** health cost sharing programs to any prospective members.
  

  The complainants issues with finding an in-network provider could have easily been resolved by calling the *** member services phone number on the back of his *** membership card for assistance. The providers that he called (assuming he referenced them from the Find a Provider tab from his welcome materials or his member portal) are all in-network with the Multiplan/PHCS Practitioner & Ancillary Network, which is the network of providers *** is contracted with that all *** members can select from. Those practices are not in-network directly with *** they are in-network providers contracted with *********/****, which is the largest and most widely recognized independent PPO network in the *************. That is an important distinction. If the complainant made the mistake of calling providers and asking if they were in-network with ***, he would have been told no in every instance. This network affiliation is noted in all the membership materials members receive when they join *** as well as on their member portal page online.
  

  The complainant noted he called a number that they dont pick up to cancel his membership. We have no idea what number he used, as *** has no phone record of the complainant ever calling in to *** in the 11 months between his first month of membership until Jan. 20, 2025. If he just called direct to *** (again, the same number on the back of his membership card), *** Member Support could have made his cancelation happen right away. The Member Support line is staffed and open Monday-Friday, 8:30am-8:00pm ET and for calls that cannot be picked up immediately, the average hold time is less than a minute.
  

  The complainants name-calling and defamation of *** by evoking a recent violent act are out of line and serve no purpose in presenting his complaint. *** takes great exception to these provocative comments and will not dignify them with any further response.
  

  The complainants desired settlement is a contact by the business. We have reached out to him and left messages on his voicemail to contact us, but he has not called us back yet during business hours (he left one voicemail message on ****** ****** **** Day). *** is continuing to attempt to reach him.

• Initial Complaint

  Date:11/22/2024

  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.

  They mislead me into thinking I was buying healthcare. At no point didn't they explicitly state it wasn't health insurance. Additionally, they never contacted me, but charged me for 3 months. When I tried to cancel, they didn't cancel and charged me for an additional month.

  Business Response

  Date: 11/27/2024

  *** did not mislead the complainant at all. *** representatives and authorized third-party sellers are trained to clearly communicate that UHS health care solutions are all health cost sharing programs and not health insurance. Not only was this explained by the representative,but all of the documentation provided repeatedly emphasized that this is a health cost sharing program and this is not insurance. Most significantly,the complainant signed a sworn statement confirming that they understood that this is not insurance. Even the *** Membership Card the complainant received, used and referenced states that this is not insurance.
  

  *** did in fact reach out to the complainant every month,but he never returned any of the calls. When he called to cancel his membership, he just left a message. When *** returned his call to cancel his membership, he was not available, and once again did not call *** back. ***,however, could have been more persistent in reaching out to the complainant during this time period.
  

  Cancelations made over the phone can only be made with the member on the line with an authorized *** representative. Its the only way to verify that the person on the phone is actually the member wishing to cancel.
  

  Finally, in spite of the misrepresentations made by the complainant, *** went ahead and processed his refunds on 11/25.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  Misleading information. I signed up for the plan after speaking to a representative who informed me that my dermatologist and the prescriptions I was taking were fully covered under the plan only to find out that none of that was true. Nothing was covered. I would not have enrolled and spent hundreds of dollars had I known this. The information on their website that lists the covered medicines is also incorrect.

  Business Response

  Date: 10/03/2024

  The complainant spoke with and joined the health cost sharing program through a third-party agent, not someone at UHF. What they discussed is outside the review of UHF and its representatives. The complainant did have access, through her member portal, to a complete list of 950,000+in-network physicians (which include those practicing dermatology), plus the updated and accurate formulary of all medications available via the membership of her health cost sharing program, contrary to the complainants claim. Using any of those in-network physicians who would then prescribe the appropriate medication as listed in the published formulary would have completely addressed the complainants issues.
  
  UHF invites the complainant to call UHF member services at ************ to discuss the matter further if additional details are needed.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair 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.

  Universal health called me the last day of open enrollment for health insurance . They said this is the last day for open enrollments. They asked me health related questions. Age , weight , smoker or non etc . They quoted me a price and I gave them my card info . When I got sick and wanted to go to the doctor I still hadnt received any info from them . I called to get the info . They hung up on me , I called back and they hung up again . After the third phone call I got a voice recording that they were closed . I finally got cards in the mail just in time because I was sick again . When I went to urgent care I asked them if they accepted this . They said yes but they typically dont pay . Shortly after I recover bills and what I thought was insurance and sold to me as insurance declined paying any portion of my bills . Why would I pay almost $500 a month for nothing . I attempted to call to cancel but they dont answer . I had to cancel my card and get a new one . They continued to try and take money out . I currently am trying to dispute charges through my back but universal health is making it difficult. The worst part is I have to wait until next year to get actual medical coverage

  Business Response

  Date: 08/05/2024

  The complainant never once spoke with or e-mailed UHF. It seems that she spoke only with a phone representative from a third-party agency,which appears to be where she got her erroneous information. No one at UHF ever hung up on her or any other caller. She may have called the agent or a wrong number, but a search of call records shows that UHF never received any incoming call from her number. UHF has made several attempts to reach the complainant,but so far there has been no answer and no response from her to the voicemails left for her.
  

  Her claim that a UHS health cost sharing program is insurance is simply incorrect. UHF notes consistently and repeatedly in all its communications to its new and prospective members that this is not insurance. That is also clearly stated on her membership card and all of the introductory materials she received and signed for.
  

  While UHF understands the situation the complainant has found herself in, her contention on this matter rests totally between her and the independent third-party agent who sold her the sharing program. UHF has informed that individuals agency of the complaint and situation.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22050821
  
  I am rejecting this response because:
  I contacted them on several occasions, they would disconnect me each time . They failed to mail me any info regarding my coverage and what providers I could see . When they contacted me via coverage it was the last day of open enrollment. The let me know that . If they arent health insurance why would it matter if it was the last day of open enrollment. I was very excited to purchase medical insurance and looking forward to being covered . When I was sick and went to an urgent care they advised me that they accepted it but then I received bills saying not one ***** was paid by universal health. Why was I paying over $400 a month for something that doesnt cover anything ? I was lied to by universal health . Now Im also stuck with medical bills to pay . 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/21/2024

  While *** remains sympathetic to the complainants position,we reiterate that she never once connected with *** about her situation. Her dialogue was exclusively with her third-party agent and no one else and certainly no one on the *** member support team. Despite several attempts by *** member support to reach out to her, she never once responded. Her claims of contacting *** on several occasions and they would disconnect me each timeare simply not true. There are no records of the complainant ever contacting ***.
  

  The monthly contribution she was paying as an active *** member gave her reduced-rate access to a wide network of over ******* physicians and specialists. The listing of those physicians was easily accessible from her member portal, and linkable from the introductory and welcome materials she received when she became a member. She had the info of the in-network providers and all the medical expenses that were eligible for sharing in her program from day one.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22050821
  
  I am rejecting this response because:
  
  Mom very confused to how they are saying I didnt reach out to them directly. I called the number THEY provided to me . When trying to find a provider I called them and YES I was disconnected several times . After attempting to use this so called plan NOTHING was paid for . If you review other complaints we all have the same issues . Why was paying almost $500 per month with ZERO benefits. As a single parent and small business owner I thought I had coverage when that wasnt the case at all . How do you know I wasnt disconnected? I am asking for a FULL refund ! 
  Sincerely,
  
  *************************

  Business Response

  Date: 09/06/2024

  We once again reiterate to the complainant that she never once spoke with UHF. We couldnt have been disconnected with her as no call between her and us ever took place. The people she refers to as they and them in her complaints and responses are not UHFs people. Her conversation was entirely with a 3rd party agency who offers health insurance plans from various insurers, as well as health cost sharing programs. No one at UHF is privy to the interactions shes had with that agency all of which is the crux of her complaint.
  

  So we dont keep going round and round here, UHF has asked the selling agency (on 8/22) to reach out to the complainant to discuss her concerns and issues. Hopefully, the complainant will answer their call, because she certainly never responded to any of UHFs reach-out attempts.
  

  Her claims that a UHF health sharing program has zero benefits are false. A quick scan through the welcome materials and sharing guidelines she received when becoming a member clearly spells out the wide variety of medical costs that are eligible for sharing in her program, as well as the reduced costs of office visits at over ******* in-network physician offices throughout the **** If the complainant spent as much time reviewing her program materials as she does posting complaints on our BBB page, we wouldnt be having this conversation.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22050821
  
  I am rejecting this response because: Its Universl ***** that was billing me and taking my money. Someone from another agency did contact me and said I had to deal with universal health as far as this issue . Obviously from this response nobody knows what they are talking about . With you saying what you are there was no reason for Universal health to take money from my bank account . I did call the number that was provided to me and as I said was disconnected on several occasions. 
  If I didnt purchase from universal ***** they should have no problem refunding the money they took from me 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/11/2024

  UHF advises the complainant to call ******************** at ************ to discuss the situation, Monday-Friday, 8:30am-5:00pm ET.

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair 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.

  Universal Health Fellowship has defrauded me by falsely presenting itself as a health insurance provider. After changing jobs, I leveraged an insurance exchange to search for coverage for me and my family. Their partner organization, Americas Health Agents, sold me gold star insurance coverage on December 23, 2023, and I began paying premiums each month to Universal: $1381.64 billed to Carynhealth for primary coverage, and an additional $447.87 for prescription coverage billed to Americas Health.When we tried to use the coverage for standard healthcare, we were told it is not insurance and were denied coverage of pre-existing medical conditions (which the *************** Act mandates insurers must cover). This denial extends to prescription medications for a chronic condition. Moreover, despite pre-qualifying appointments and paying out-of-pocket for co-pays at the time of service, we have received more than a thousand dollars in charges after-the-fact when weve visited health providers. Our premiums cover little-to-nothing.Other charges are billed against our account for services that have not been rendered. For example, we received bills showing dates of service for dietician consulting that we never scheduled and never used.I have made multiple attempts to resolve this dispute with Universal. Ive called and emailed repeatedly to request my money back, but have been stonewalled. Ive received nothing back from Universal. In addition to the direct damages I suffered in the form of premiums obtained through misrepresentation and fraud, my family and I are suffering indirectly: we are now unable to register for real health insurance because the open enrollment period for state health exchanges has closed.

  Business Response

  Date: 05/30/2024

  Tremendous efforts are made to ensure that no one can join a Universal HealthShare program without realizing that it is not insurance. All Universal HealthShare materials prominently state that UHF cost sharing programs are not insurance. Each UHF representative is trained and committed to informing anyone interested in joining that Universal HealthShare programs are health cost sharing programs and not health insurance. Most significantly, someone cannot become a member without first providing a signed statement confirming that they understand they are not buying health insurance.
  
  However,in spite of those efforts, we believe that this complainant did in fact believe that he was buying health insurance because of poor communication by an independent agent (not employed with us) who recommended the program, so he was immediately offered a full refund, we worked with him to help resolve other issues with the agent, and were prepared to help him qualify for a Special Enrollment Period to get ACA coverage like he originally wanted.The complainant was pleasant to work with in resolving this matter, he has been refunded in full, and has confirmed that he has secured satisfactory coverage elsewhere.
  
  Universal HealthShares philosophy is to always strive to do the right thing and, when there is uncertainty, give the member the benefit of the doubt.

• Initial Complaint

  Date:03/19/2024

  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.

  we were scammed into purchasing insurance through Universal Health Share. We were not told that it was not insurance and have been paying monthly fees without having "real insurance"

  Business Response

  Date: 03/25/2024

  It is basically impossible for anyone to join a Universal HealthShare program without realizing that it is not insurance. All Universal HealthShare marketing and the membership, and program materials sent to every new member, including their membership cards, prominently state that UHF cost sharing programs are not insurance. Each UHF representative and person authorized to offer Universal HealthShare programs are trained and committed to informing anyone interested in joining that Universal HealthShare programs are health cost sharing programs and not health insurance. Most significantly, a person is not even permitted become a member without first providing a signed statement confirming that they understand they are not buying health insurance!
  
  As to this complaint, UHF has no record of anyone with the customers name ever having been a member, so there is no way to reach out to discuss the situation with them. UHF invites them to contact the member services team at their earliest convenience at the phone number listed on their membership card and materials.

• Initial Complaint

  Date:02/02/2024

  Type:Order 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 was presented and sold to me as actual health coverage. An Insurance policy. It most certainly is not. I wasn't able to cover up the account numbers on screen shots of the four months they collected for. Averaging $600 per month I was wondering if you could do that before you presented to the company. There's a picture of the cards they sent me which are intended to look like Insurance policy cards. The 6 clinics that I presented them at we're not able to do anything with them.

  Business Response

  Date: 02/09/2024

  The complainants statement that he was offered an insurance policy is false. The recording of the phone conversation he had with the third party agent who spoke with him when he joined shows that it was clearly explained that the *** program he was joining was a cost sharing program, and that it was not insurance. The complainant specifically acknowledged that fact during the call, saying he understood health cost sharing and had no further questions about it.
  

  Furthermore, the membership materials sent to the complainant all state clearly and repeatedly that a *** health cost sharing program is not insurance. He even signed a statement specifically verifying that he was aware that he was not buying insurance. Even the *** membership card he referenced in his complaint states on its face that the *** program is not insurance.
  

  The *** sharing program that the complainant joined uses the Multiplan/PHCS Practitioner and Ancillary Network (a fact that was also explained when he joined, is repeatedly mentioned in the materials he was sent,and is noted on his membership card). If any of the 6 clinics he presented his *** membership card to had been in-network with Multiplan/PHCS Practitioner and Ancillary Network, his medical costs incurred at that clinic would have become eligible for sharing and thus paid by ***.
  

  *** will not be offering a refund to the complainant as the program was clearly represented and accurately presented to him as a health cost sharing program, and he confirmed his understanding of that fact via a voice recording and in a signed written statement when he became a member.

• Initial Complaint

  Date:02/01/2024

  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.

  I have medical coverage from Universal Healthshare and had a mamogram at one of their in network providers and received a bill for $247.50. When I spoke to universal healthshare the original bill was a little over $900 and through deals and discounts with the provider they brought the bill down to $247.50 and did not pay or cover anything.

  Business Response

  Date: 02/08/2024

  The only reason UHF did not pay or cover anything was because at that point in time the complainant had not satisfied her required annual Non-Shareable Amount (which is like an annual deductible), which she knew was the case. If she had already met her Non-Sharable Amount requirement, UHF would have paid. Importantly, because of her UHF membership, the bill she is complaining about that was originally over $900 was reduced by 73% to only $247.50, which saved her nearly $670.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21227413
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/08/2024

  As the complainant is offering no reason why she is refusing UHF's response to her complaint, UHF continues to stand by its original response posted earlier on 2/8/24.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21227413
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/09/2023

  Type:Order 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.

  When I signed up for their plan I was assured that all my medical providers were covered and included in their plan and none of them have been. I am paying each month for coverage and I am received no coverage.

  Business Response

  Date: 11/17/2023

  When the complainant began her membership back in February 2023 with a UHS health cost sharing program from UHF, she was informed of and given access to a list of over ******* in-network physicians who belong to the Multiplan/PHCS Practitioner and Ancillary Network all of whom offer medical services to UHF members with fees that are shareable among all its members. Fees for visits to out-of-network providers are not shareable and are the patients responsibility. This information is published in the members welcome materials, the Sharing Program Guidelines, and on the member portal.
  

  The e-document the complainant and all UHF members signed defers to the Sharing Program Guidelines that explicitly explain that only medical expenses from in-network physicians are eligible for sharing. The recording available of the conversation between the complainant and the third party agent indicated no claims that all my medical providers were covered and included were made.
  

  If the complainant needed any clarity over which providersservices were eligible for sharing in her program, she could have reached out to UHF at any time throughout her 8 months of membership. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20842758
  
  I am rejecting this response because: I never received access to the lportal or list of providers when I joined and was advised when I joined on the phone that all my providers wer in network as I went through each one and none of them have been.  I WAS INTENTIONALLY LIED TO BY YOUR REPRESENTATIVE.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/29/2023

  Contrary to her assertions, the complainant was in fact given her member portal access and the Find A Provider link that lists the *******+ in-network providers who participate in the Multiplan/PHCS Practitioner and Ancillary Network. In addition to being published on the *** member portal, the Find A Provider link was sent to the complainant in her welcome emails, and it appears multiple times in the printed materials that she received when she began her membership in February (including in the program guide, the sharing guidelines, and her membership card).

  When she called *** ****** Services in May, a *** representative even offered to manually find an in-network provider for her,but she has been insistent that her out-of-network provider should somehow be re-classified as an in-network provider. Unfortunately, *** does not have the ability to cause that to happen. Only the individual doctor can make the choice to contract with Multiplan/PHCS to become a participating provider in the network *** does not own or control the Multiplan/PHCS Practitioner and Ancillary Network and does not have the ability to arbitrarily place any provider into that network. Similarly, a doctor can choose to stop participating in the network any time they choose, and providers do move in and out of networks all the time. As a result, not every doctor who is in-network today will still be in-network six months from now. In the nearly 10 months that the complainant has been a *** member, she has had the ability to choose from thousands of in-network providers in her area, but she has refused to do so.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20842758
  
  I am rejecting this response because: I did not receive the information until many months almost a year after joining and that was after many attempts at contacting the company and given the round around. There has not been a single one of my providers that I was confirmed by their reprentative has been in network.  I was lied to by them and still have to pay over $600 a month and none of my providers are covered and still have to pay out of pocket on top of the $600 each month.
  
  Sincerely,
  
  *********************