Complaints

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

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• 

  American Specialty Health, Inc.

  12800 N Meridian St Carmel, IN 46032-9422

• 

  American Specialty Health, Inc.

  PO Box 509001 San Diego, CA 92150-9001

• 

  American Specialty Health, Inc.

  13650 Heritage Pkwy Fort Worth, TX 76177-5323

• 

  American Specialty Health Inc

  10221 Wateridge Cir Ste 101 San Diego, CA 92121-2702

• 

  Silver and Fit

  PO Box 509117 San Diego, CA 92150-9117

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:07/09/2025

  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.

  Company representatives tell me on several occasions that no precertification is required to treat patients. I get denial letters stating that precertification is required with this plan. Representatives tell me to ignore the letters. Now I am being asked to precert and am told that the previous representatives gave me the wrong information. I am told to my notes to a particular doctor. He states that he will call me with his determination the following day. I never receive a call. I contact him yesterday. He claims he never received my fax although I have a transmission receipt. He asks me to fax it again to the same number and cross our fingers that he receives it. Total nonsense!

  Business Response

  Date: 07/10/2025

  Dear Resolution Analyst:

  
  ASH does not require pre-certification in any situation.There are medical necessity review requirements, however, that are determined by each health plan we serve. These requirements are documented in the Client Summaries available to contracted providers like Dr. ******* via *******, our proprietary provider portal. When medical necessity review is required, providers may submit documentation pre-service or post-service whichever is most convenient for them.

  
  There are several denied claims on file for two members with one health plan that requires submission of documentation for medical necessity review after the 5th visit. New York does not allow an insurer (or a delegated benefit administrator) to deny a claim for medical necessity review without notifying the provider in writing. We are not able to locate any records of Dr. ******* providing medical records despite the outreach; nor are we able to locate a discussion between Dr. ******* and an ASH licensed peer reviewer. 

  
  ASH will call Dr. ******* to help him navigate ASHLink and the Client Summaries to resolve his concerns.

• Initial Complaint

  Date:06/24/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was charged for a full month of gym membership dues for the month of May even though I did not sign up until May 24th. I asked them to prorate it from May 24th until the end of May but they stated they cannot do that. I was not aware that if I signed up on May 24th I would be charged a full month of membership dues even though it was towards the end of the month. I asked them to add an extra month to my since I was charged for it, but yet again they stated they could not do that. I would not recommend using this company.
  
  Regards,
  
  ******* ****
  even work out the month of May when I didn't even do the membership until May 24th that doesn't even make sense. I would like this corrected or my money refunded for the $28 just charged.

  Business Response

  Date: 06/27/2025

  June 27, 2025
  Customer: ******* ****
  RE: ********************** Complaint: 23514553
  
  Dear Resolutions Specialist,
  American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* **** an Active&Fit Direct member has concerns regarding the program billing.
  
  Upon receipt of the complaint, I contacted Ms. **** on 06/27/2025 to discuss her concerns and she was offered a choice of possible resolutions. Ms. **** opted to not receive a refund and acknowledged the information provided.
  
  ASH Fitness considers this matter resolved.
  
  Please feel free to contact me at the number below if there are any further questions or concerns.
  Best Regards,
  
  ****** *******
  Snr Solutions Analyst, Fitness Member Experience
  **************
  Monday Friday, 6:30am 3:00pm Pacific Time
  

• Initial Complaint

  Date:06/16/2025

  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.

  Let me start by saying that this program is good in theory. But the way their payment program works leaves much room for improvement. I called in the first two weeks of May to cancel my membership because I knew I wasnt going to be able to make it in **** due to other unforeseen circumstances. I requested a refund for **** because of this. The refund request was denied because I wouldve had to cancel before the payment had been taken out. Heres the problem, the payment for **** was taken out at the beginning of May. So I wouldve had to cancel in April to not get charged for ****. Who knows they will be canceling two months in advance??? This seems like a backwards way to not provide refunds. Im very frustrated as I called well before **** even started to request a refund and then after the request was submitted, I never heard back from the company. I had to call again two weeks later to find out what happened. Their customer service and professionalism is terrible. There are other programs like this out there that I would recommend over this one.

  Business Response

  Date: 06/19/2025

  June 19, 2025
  Customer: **** *********
  RE: ********************** Complaint: 23473879
  
  Dear Resolutions Specialist,
  American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). **** *********, an Active&Fit Direct member has concerns regarding her membership.
  
  Upon receipt of the complaint, I contacted Ms. ********* on 06/19/2025 to discuss her concerns and their resolution. Ms. ********* expressed satisfaction with the outcome.

  ASH Fitness considers this matter resolved.

  Please feel free to contact me at the number below if there are any further questions or concerns.
  
  Thank you,
  ***** ****** *****
  Sr Solutions Analyst, Fitness Member Experience
  **************
  Monday Friday, 8:30am-5:00pm Central Standard Time 

• Initial Complaint

  Date:04/24/2025

  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.

  I joined this organization to join *********************** at **************************************************************************************. When I finally reached someone at the gym about joining, they said they are not a participant in this program. They claimed they have not participated in two years, but it shows them as an active program accepting new members.Since it took me some time to reach someone to find out I could not participate at Main Line Total Fitness, I asked Active & Fit Direct for a refund. They refused. I told them they falsely advertised a participant and that I would contact the BBB to file a complaint. I was charged $28 for two months for a gym that doesn't even accept members through Active & Fit.I also want to ensure that other potential clients know about this deceptive advertising.

  Business Response

  Date: 04/25/2025

  April 25, 2025
  Customer: *** *****
  RE: ********************** Complaint: 23245256
  
  Dear Resolution Specialist,
  American Specialty Health ************* (ASH Fitness) received a concern from the Better Business Bureau (BBB).  *** *****, an Active&Fit Direct member, has concerns regarding membership. 
  Upon receipt of the complaint, I contacted Ms. ***** on 4/25/2025 to discuss her concerns and their resolution.  Mrs. ***** expressed satisfaction with the outcome. 
  ASH Fitness considers this matter resolved.
  Please feel free to contact me at the number below if there are any further questions or concerns.
  
  Thank you,
  ***** ***********
  Sr Solutions Analyst, Fitness Member Experience
  **************
  Monday Friday, 8:30am-5:00pm Central Standard Time 

• Initial Complaint

  Date:04/14/2025

  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.

  I had complex shoulder surgery at the end of January 2025. Shortly after, I began physical therapy to rehabilitate my shoulder. My surgeon stated that it would take 4 to 6 months of physical therapy to regain full function. However, after only 7 weeks of treatment, American Specialty Health ***** a representative of Cigna Health, denied any further sessions, even though I have not reached the maximum number of sessions allowed by my plan. The denial letter states that the additional therapy is "not medically necessary." Each time this decision is made, they request more information from my physical therapy group, which they continue to provide. Unfortunately, none of this information seems to satisfy American Specialty Health's requests. I've contacted American Specialty Health and Cigna Health, but I am transferred to individuals who cannot assist me each time. At this point, I feel lost. Either I forgo the necessary therapy to rehabilitate my shoulder or I pay upwards of $400 a week out of pocket for services that should be covered in full, as I have already met my out-of-pocket maximum for my plan. I dont understand how this company is allowed to determine what is medically necessary for my condition better than my doctors or therapist. Their decisions are detrimental to patients' health and should be reported and addressed.

  Business Response

  Date: 04/15/2025

  Hello Ms. *********
  We appreciate the opportunity to provide clarification and hope you find this information helpful. Most patients have their conditions resolved without the need to submit medical records or additional ************** situations where a medical necessity review is required, peer clinicians comprehensively assess the overall clinical circumstances for the individual patient, including but not limited to, the evaluation of current objective deficits and progress with therapy interventions.
  We have reached out directly to your provider to ensure we have all relevant information specific to your situation. *** would like to confirm that your provider has submitted a new request today, April 15, 2025,which has been approved for all requested visits.
  

• Initial Complaint

  Date:04/08/2025

  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 have access to Active & Fit Direct through my health insurance company (Anthem *********************) in order to receive discounted rates at local gyms and fitness studios. I had signed up for a gym membership at ************************* in *********, ** starting 8/1/2024. I was paying for this gym membership directly to Active & Fit Direct $108/month. I submitted a gym member cancel request to the gym as well as notified Active & Fit Direct of my cancellation on 10/31/2024; this would be for an effective cancellation date of 11/30/2024 since the gym requires that there be a 30 day advance notification for cancellations. As such, I should have not been charged $108/month after the November charge. Unfortunately, I did not realize until now that Active & Fit has continued charging me this fee for the last 4 months despite their being no services rendered or active membership at the gym through Active & Fit Direct. When I called a customer service agent with *******************************************, *****, she claimed that there was no cancellation received on their end nor record of my phone call to cancel in October. It is criminal that this company is making claims that services that were cancelled are not valid and that they are charging former customers hundreds of dollars when they are not providing any goods. I seek a full refund of $432 for the four months of services that were charged to my credit card.

  Business Response

  Date: 04/15/2025

  April 15, 2025
  Customer: ****** *********
  RE: ********************** Complaint: 23026903
  
  Dear Resolutions Specialist,
  American Specialty Health *************(ASH Fitness) received a concern from the Better Business Bureau (BBB). ****** *********, an Active&Fit Direct member has concerns regarding his program cancellation.
  
  Upon receipt of the complaint, I contacted Mr. ********* on 04/15/2025 to discuss his concerns and their resolution. Mr. ********* expressed satisfaction with the outcome.
  ASH Fitness considers this matter resolved.
  
  Please feel free to contact me at the number below if there are any further questions or concerns.
  
  Thank you,
  ***** ****** *****
  Sr Solutions Analyst, Fitness Member Experience
  **************
  Monday Friday, 8:30am-5:00pm Central Standard Time 

• Initial Complaint

  Date:04/06/2025

  Type:Product 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.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ****** Engelaer

  Business Response

  Date: 04/14/2025

  April 14, 2025

  Customer: ****** ********

  RE: ********************** Complaint: 23167198
  
  Dear Resolutions Specialist,

  American Specialty Health ************. (ASH Fitness) received a concern from the Better Business Bureau (BBB). ****** ********, an Active&Fit Directmember has concerns regarding the cancellation of her membership.
  
  Upon receipt of the complaint, we contacted Ms. ******** twice to address her concerns and their resolution. Unfortunately, we have been unable to reach her.  A follow-up email was sent on 4/14/2025 with the steps we have taken to resolve her concern. If Ms. ******** has any questions or further concerns, she is welcome to contact me at the number provided in the email and voice mails.
  
  ASH Fitness considers this matter resolved.
  
  Please feel free to contact me at the number below if there are any further questions or concerns.
  
  Best Regards,

  ***** ********
  Associate Director, Fitness Member Experience
  American Specialty Health *************
  *********************
  Monday Friday, 9:00am 6:00pm, Central Time

• Initial Complaint

  Date:03/29/2025

  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 cancelled their service because I havent gone to a gym in 2 months and theyre still charging me for their service.I would like a refund for both march and February.

  Business Response

  Date: 04/01/2025

  March 31, 2025
  Customer: ******* ******
  RE: ********************** Complaint: 23132070
  
  Dear Resolutions Specialist,
  American Specialty Health ************. (ASH Fitness) received a concern from the Better Business Bureau (BBB). ******* ******, an Active&Fit Directmember has concerns regarding his program cancellation.
  
  Upon receipt of the complaint, I contacted Mr. ****** on 3/31/2025 to discuss his concerns and their resolution. Mr. ****** expressed satisfaction with the outcome.
  ASH Fitness considers this matter resolved.
  
  Please feel free to contact me at the number below if there are any further questions or concerns.
  
  Best Regards,
  ****** *******
  Snr Solutions Analyst, Fitness Member Experience
  **************
  Monday Friday, 6:30am 3:00pm Pacific Time
  

• Initial Complaint

  Date:03/26/2025

  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.

  Thank you for following up on my complaint regarding American Specialty Health, Inc. Unfortunately, the issue remains unresolved.
  Despite multiple requests, it took over a month and three follow-ups before a supervisor finally responded to me. However, they reiterated the same information without offering any resolution. No refund has been scheduled, and they continue to hold my money, stating they will not release it until they receive payment from the insurance company.
  Additionally, they overcharged me and refused to issue a refund. As a policyholder with 70/30 coverage, I have never encountered another provider that withholds payments in this manner. Their practice is both unreasonable and inconsistent with my insurance policy.
  To try and find a middle ground and avoid the suspension of my *** benefitsdespite the situation not being my faultI even proposed to repay the *** charge out of pocket. I also offered a solution where they could retain the credit balance on my account and apply it toward future sessions until the full amount is used. This was an effort to resolve the matter reasonably and avoid further disruption to my care and benefits.
  Given the continued lack of resolution and refusal to process a refund, I respectfully request further action to ensure that American Specialty Health, Inc. is held accountable and required to address this matter appropriately.
  I appreciate your assistance and look forward to your guidance on next steps.
  Best regards,
  Hiba ***** a store credit to my sessions, which was not agreed upon.I also encountered rude and unprofessional behavior when I requested clarification about the situation and asked if I could resolve the issue in person or receive a paper bill. I was informed that I could not address the issue in person and that no further action would be taken until other claims were settled.This experience has been incredibly frustrating, and I feel that ASHs billing practices are misleading and unprofessional. I am requesting the following actions:A full refund of the overpayment ($[Amount of Overpayment]) to my FSA card as originally promised.A clear, itemized statement showing the charges, payments, and adjustments for my treatments.A written explanation of why the refund was not processed and why the billing discrepancy occurred.Assurance that no further incorrect charges will be made, and proper billing procedures will be followed in the future.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Thank you for following up on my complaint regarding American Specialty Health, Inc. Unfortunately, the issue remains unresolved.
  Despite multiple requests, it took over a month and three follow-ups before a supervisor finally responded to me. However, they reiterated the same information without offering any resolution. No refund has been scheduled, and they continue to hold my money, stating they will not release it until they receive payment from the insurance company.
  Additionally, they overcharged me and refused to issue a refund. As a policyholder with 70/30 coverage, I have never encountered another provider that withholds payments in this manner. Their practice is both unreasonable and inconsistent with my insurance policy.
  To try and find a middle ground and avoid the suspension of my *** benefitsdespite the situation not being my faultI even proposed to repay the *** charge out of pocket. I also offered a solution where they could retain the credit balance on my account and apply it toward future sessions until the full amount is used. This was an effort to resolve the matter reasonably and avoid further disruption to my care and benefits.
  Given the continued lack of resolution and refusal to process a refund, I respectfully request further action to ensure that American Specialty Health, Inc. is held accountable and required to address this matter appropriately.
  I appreciate your assistance and look forward to your guidance on next steps.
  Best regards,
  Hiba *****
  Regards,
  
  Hiba Adina
  

  Business Response

  Date: 04/04/2025

  Hello Ms. **************** customer has never called ******************** and continues to allege improper billing practices, but American Specialty Health does not collect money from patients. This review has been improperly filed against American Specialty Health, with allegations that are untrue. Still, *** will advocate for the consumer on her behalf, but we respectfully request this complaint be removed from our company's page.

   

  Thank you,
  ****** ******

   

  Business Response

  Date: 04/08/2025

  Hi Ms. **************** appears to be describing a billing issue with her provider. However, rather than encourage her to re-file the BBB complaint, I could respond to the customer rejection to reiterate that *** does not bill customers but that we notified her ********************** plan of her grievance and have also initiated outreach to the provider to confirm the circumstances. 

  ******

  Business Response

  Date: 04/02/2025

  Dear Ms. ************************** has been delegated by the customers ********************** plan to administer rehabilitative service (physical and ********************) benefits; however,********* does not bill customers/patients. There is no record of calls to ********* by this customer.

  Based on the complaint details, it appears this may be a billing issue between the provider and the patient. ********* will contact the provider on the customers behalf to confirm the circumstances and ensure the customer is not charged more than the cost-share identified on the Remittance Advice from **********

  Business Response

  Date: 04/24/2025

  Hi Ms. ************ style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem; font-size: 11px; font-family: "Proxima Nova", sans-serif;">She appears to be describing a billing issue with her provider. However, rather than encourage her to re-file the BBB complaint, I could respond to the customer rejection to reiterate that *** does not bill customers but that we notified her ********************** plan of her grievance and have also initiated outreach to the provider to confirm the circumstances. 

  ******