Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  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 settled my work comp case. I was told I would receive a check for ****** for a ******** set a side. They said I had to do an onboarding with Armetros and then they would send me a check. So I did that and they have kept the money. They will not pay for any of my bills. I have a traumatic brain injury which affected my mobility. I had therapy they didnt want to pay for it. Now I had a fall and broke my ankle trying to get back up and they dont want to pay for that. They asked for ** note so sent them one. They said it was covered. Called back two weeks later and said it wasnt. Need new ** note. Sent them another one and they say it still isnt covered. Even though ** note sated what they needed it to say.

  

  Business Response

  Date: 06/03/2025

  Thank you for bringing this to our attention. We sincerely apologize for any confusion regarding your account. Our member care team is actively reviewing the matter and will be reaching out to you as soon as possible to help resolve this issue. In the meantime, please don't hesitate to contact our member care team at ************. Your satisfaction is our priority, and we appreciate your continued support.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:09/18/2022

  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.

  Ametros/CareGuard is incredibly mismanaged, for example:They claim to return phone calls within 48 hours. Despite repeated calls to discuss the situation, no one from the company has returned my calls. I received one email saying they would call and never did.They charge $1000 to on-board you as a client which involves contacting your doctors and pharmacies yet none of my providers have ever heard from CareGuard. They sent one email form letter saying I was officially onboard.They are holding $15,000 of my money and refuse to give it back. I have no idea in this legal settlement who authorized ********* or who sent them my money.Nobody answers the phone after 4:45 EST.They claim to save 62% off medical bills yet guarantee nothing.They are supposed to pay claims related to the original medical malpractice injury, but they dont even know what the injury was or what doctors or medications relate to the injury.Their patient portal was designed and written by a 12 year old. 1/2 the links dont do anything.There is no explanation about how they get compensated. No fee schedule or anything. They havent even asked who my beneficiaries are!They produced an LMSA that was 90% incorrect, 1/2 the specialists dont exist, they listed 16 pre-existing conditions that I never had. They list 12 medications that I dont take.They threaten you with losing your Medical Benefits if the incredibly complex annual report to ******** isnt filled in properly.In summary this is a company that really dont know what theyre doing and dealing with medical matters or medications and they are taking advantage of a patient who has been through a horrible time in their lives.They are not a company who can be trusted.

  Customer Answer

  Date: 09/29/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/29/2022

  We thank you for providing your feedback and letting us know about the issues you are experiencing and appreciate you bringing this to our attention. Moreover, we apologize that Ametros services didnt satisfy your expectations.
  
  While our records indicate weve contacted you on repeated occasions, we apologize if we have not met your expectations relative to outreach and contact. Our call center representatives are always available from 8 AM to 8 PM EST, Monday through Friday at **************.
  
  In regard to how Ametros is compensated, information on potential savings and more, you can visit https://ametros.com/ametros-company-faqs/ for detailed information. With respect to an LMSA you referenced, Ametros does not produce or provide ******** Set Asides (MSA) or allocation reports. We are currently finalizing your termination request and will issue you your MSA funds.  
  
  We agree that injured individuals are going through some of the hardest times in their lives and at Ametros we make every best effort to serve our Members and exceed their expectations by providing the best service in the administration of their medical funds. We recognize we will sometimes fall short in meeting our Members expectations and apologize for your experience.Following your termination, we still welcome any additional feedback you may have and are still available to address any of your concerns. You can reach us at ************** / ***********************************. 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****