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Business Profile

Health Insurance

Devoted Health, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Devoted Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Devoted Health, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/07/2024

      Type:Order Issues
      Status:
      Answered
      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 sent an appeal in on 08/30/2023 for a patient that had chemo and we had authorization from Devoted stating no auth was required and when it was time for the claim to be paid, It was denied for no referral and did not pay any of the claim. The referral is only good for administration which we are fine not getting paid for that however the treatment was at great cost and should be reimbursed based on us trying to get authorization for the drugs and it stating no authorization was required-I do have proof of this however has a person's name on it so can not upload.

      Business Response

      Date: 10/11/2024

      Dear *******, 

      Thank you for bringing this to our attention. We apologize for any confusion or inconvenience caused by the denied appeal. I have sent an email to ************************** for further follow-up. Kindly send the member information, claim details, and any supporting documentation to **************************************** and we will be happy to research the issue further and provide a detailed response.

      We appreciate your patience and look forward to assisting you.

      Best regards,

      **** **********
      Sr ******** Complaint Manager
      Devoted Health

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 filed reimbursement form with Devoted ******** to get back my $404 what I spent as an absolutely essential for my dental exam what my dentist requires on October24, 2023. I spoke to Devoted representatives at least 3 times. My case fir reimbursement was " pending " almost for a year!!! Nobody knew what is going on? I need my mo ey back. I as APPROVED by Devoted, but never received my $ 404 back for reimbursement. Shame! My case us pending. Really? For almost 1 year?

      Business Response

      Date: 10/01/2024

      Dear Galina,

      Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience you've experienced regarding your reimbursement. On 11/08/2023, we received your receipt in the amount of $404, paid to Elite Dental Dentistry. In order to be eligible for reimbursement, our dental vendor (Delta) requires a reimbursement form which includes records of services provided. I emailed a copy of the form to [email protected]. If you have any questions, please reply to my email and I’m happy to assist. You are eligible for reimbursement up to 365 days from the original date of service (10/24/2023). You can return the completed form directly to me via email or you can mail it to Delta Dental. 

      Sincerely,
      Matt Hollifield
      Sr Medicare Complaint Manager
      Devoted Health

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am now with my third PCP since joining Devoted in Oct 2022. Really difficult getting to know a doctor and then losing them for unkown reasons. I LOST MY *************** DOCTOR AS WELL AND HAVE BEEN UNABLE TO FIND ANOTHER THAT OFFERED THE SAME TREATMENT AS THE ORIGINAL DOCTOR HAD. MY PAIN HAD BEEN CONTROLLED TO A LEVEL 5 FROM 9.5 AND IS NOW BACK TO A 9.5. AFRAID I WILL HAVE TO CHANGE MY ADVANTAGE HEALTH SELECTION.

      Business Response

      Date: 09/27/2024

      Dear *******, 

      Thank you for speaking with me on September 25th. I apologize for your experience with plan PCP's. Unfortunately, the provider network can change at any time for various reasons. We notify members impacted by a network change at least 30 days in advance. I understand that you would like to receive service from an out of network specialist that offers specialized treatment. We contacted your PCP and instructed him to send the plan an out of network authorization request. Both you and your PCP will receive a written response once a decision is made, please contact us at 1-800-Devoted if you have any questions or if we can further assist.

      Thank you for your feedback,

      **** **********
      Sr Complaint Mgr
      Devoted Health

      Customer Answer

      Date: 09/27/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* *******

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Devoted food and home card is a joke.You cannot use it for anything.Everything I need is excluded.No pet food, no gasoline.Went to the grocery store the other day and it didn't pay for anything.I was so humiliated

      Business Response

      Date: 08/23/2024

      Hi *****,


      I apologize our Food & Home card is not meeting your needs. The Food & Home Card is a monthly allowance that allows you to purchase groceries, pay for utility costs, and/or pay for rent or mortgage costs. 
      You can use your card at a participating grocery store or shop online with a participating retailer. Visit *********************************************** to search for stores near you. 
      You can only use your card at participating stores not at convenience stores, restaurants (including fast food), or gas stations. You can buy any food you choose, but certain items arent included like alcohol, baby formula, pet food, or household goods like paper towels.
      On your Devoted Choice Plus Pennsylvania PPO plan, you have a $100 monthly allowance. You can spend your allowance all at once or use it throughout the month but you can't roll over any unused allowance to the next month. Devoted Health will automatically add more money on the first of each month.
      I see that youve been able to utilize the Food & Home card on a monthly basis. Please reach out to me at **************************************** if you have any questions or if I can help with locating additional participating stores. 

      Thank you for your feedback, 
      *****************************
      Sr. Complaint Mgr
      Devoted Health 


    • Initial Complaint

      Date:08/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 5/9/24 we received a check from Devoted Health for one of our practice members of $9.00.The bank said Devoted needs to " release the check to us", I have called multiple times to get a new check issued. Every time I call, i speak to a different *** that has no idea what they are doing or how to help. The response ends up being the same each time " a new check will be issued to you in 30 days" The last time I called, I was told that we were denied a new check . This insurance company is breaking the law by not paying providers in network with them

      Business Response

      Date: 08/22/2024

      Hi ******,

      I apologize for the delay and time spent. 

      On 08/19/2024, I let you know via email that a new check was sent on 08/16/2024 in the amount of $9.00. Please keep in touch with me at **************************************** until you are able to successfully deposit the check.

      Best,

      ************************;
      Sr Complaint Manager
      Devoted Health   

       

      Customer Answer

      Date: 08/22/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *************************

    • Initial Complaint

      Date:07/31/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 notified with a letter on July 29 that I was now enrolled in devoted health care HMO starting August 1. This meant that my current Aetna policy would get cancelled. I did not enroll in this plan. I called them on 7/29 and complained and told the to cancel this policy. They called back on the 30th to ask if I really wanted to cancel. I told them yes and asked them how this happened. The lady couldn't answer and couldn't find an application for me on file. On 7/31, I am still fighting with them to cancel. I did notify ******** concerning this issue.

      Business Response

      Date: 08/03/2024

      Thank you for bringing this to our attention **************, I sincerely apologize that you were enrolled without your consent and I'm sorry the inconvenience. You were cancelled from Devoted and returned your previous plan with Aetna with no lapse in coverage. We are investigating the agent that enrolled you with Devoted and will provide corrective action if appropriate. If you have additional questions or would like to discuss the matter further, please contact me directly at **************************************************. 

      Best,
      *****************************
      Sr Complaint Manager
      Devoted Health

      Customer Answer

      Date: 08/03/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *************************

    • Initial Complaint

      Date:07/11/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Devoted has informed me for seven months that I will receive $164 for the give back program. It was supposed to take four months to receive the money. To this day I have not received any monies.

      Business Response

      Date: 07/12/2024

      Dear **************,

      I'm sorry for the delay with your ************** Giveback. Thank you for taking my call today and talking through the issue. We verified that CMS (Centers for ******** & ********* accepted the Giveback transaction and notified the ****************************** (SSA) when you enrolled effective January 1st, 2024. As the issue appears to be a delay between CMS and SSA, we have opened a help desk ticket on your behalf. Please look for the credit in your upcoming SSA check and you can contact me directly at **************************************** for questions or updates. 

      Take care,
      *****************************
      Senior Complaint Manager
      Devoted Health 

       

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The debit card issue to me by Devoted health insurance, has not worked for last 5 months, I have spend long hrs with customer service ( least 12 times) and had no good result. I even wrote 3 times to the *** ********************* of the company and he had no curtesy to respond back. Here is my story I didnt receive the $ ***** debit card in *******.called them end ******* and received on 7th February. Tried to use it at CVS, ******* and didnt work. Called again and again nothing happened . Tried in March April and May . Still the same story. I have tried to call and even to emailed to ***. Still no response. This is **** and I have lost $ ******. Tried. The. Card recently and had no luck.

      Business Response

      Date: 07/03/2024

      Dear ****************,

      I sincerely apologize that you have been unable to use your Food & Home Card benefits as intended.  We strive to make our benefits easy to use and we want our members to take full advantage of all benefits offered through Devoted.
      As you know, the Food & Home Card is a benefit card with an allowance that lets you purchase groceries, pay for utility costs, and/or pay for rent or mortgage costs at participating locations. You can spend your allowance all at once or use it throughout the month but you can't roll over any unused allowance to the next month. Devoted Health will automatically add more money on the first of each month.
      On 02/02/2024, you let us know that you had misplaced the Food & Home benefit card and you were mailed a new card. You confirmed that you received the new card on 02/07/2024. You reported instances of inability to use the card on 03/27/2024, 03/31/2024 and 05/01/2024. On 05/16/2024, you spoke with the plan and confirmed receiving a new card due to issues with the previous card. I see that you were able to use your current Food & Home Card to make purchases on 06/01/2024. As a result of your inability to use the card on the dates mentioned above, we have credited you an extra $100. You will have $150 to utilize by 07/31/2024. 

      Thank you for bringing this issue to my attention. If you are still having issues using your card or have additional questions, please contact me at **************************************************.


      Best, 
      *****************************
      Sr. Complaint Manager
      Devoted Health    


    • Initial Complaint

      Date:06/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Devoted ******** Advantage Plan Health Insurance. Their benefit package says they cover the cost of an annual eye exam. I scheduled an eye exam with one of their in network providers. Before having this exam I called Devoted and spoke with a representative asking whether the eye exam was fully covered. I got the representative's assurance several times that the exam was fully covered. I also checked Devoted online to see if this exam was fully covered and the answer was yes. After having the ordinary annual eye exam on June 5, 2024, on June 9, 2024 I received a denial of claim from Devoted. After speaking with a representative who had difficulty understanding why the claim was denied, she finally told me because Devoted required that one part of the exam be provided by an Ophthalmologist rather than an Optometrist. ***** told me that before the exam when I called Devoted. I asked the representative on June 10 where was the requirement written. She checked policy, benefit documents and records and could not find anywhere in Devoted's files any mention of such a requirement. This is not the first time I've had problems with Devoted. It is an ongoing issue of one kind or another. In February I was suddenly and unexpectedly faced with a huge deductible that had never been the case before. I have felt repeatedly broad sided by this company and after doing such extraordinary due diligence (which should not be necessary) because I have no reason to trust them, I don't know what more I can do to be safe with this company.

      Business Response

      Date: 06/20/2024

      Dear ************, 
      I sincerely apologize for your experience. One of our Complaint Specialists reached out and spoke to you today (06/20/2024) to review the service provided on 06/05/2024 and offer assistance with the next steps. As discussed, refractions are covered as part of a routine eye exam but not as part of a medical exam which can be found on Pg 118 & 134 of your Devoted Core Tampa HMO Evidence of Coverage document. 
      That said, we expect our ************** Guides as well as our Network Providers to provide accurate information and Im sorry if we fell short. Im glad to hear you will pursue the denial through an appeal. Once received, I will monitor the appeal and we will provide a written response as soon as possible. Thank you for taking the time to provide feedback and we will use this as an opportunity to make improvements moving forward. 
      Warm regards,
      *****************************
      Sr Complaint Manager
      Devoted Health

      Customer Answer

      Date: 06/21/2024

      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,

      Ghyontonda

       

       

    • Initial Complaint

      Date:05/08/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 am a health care provider. I do not bill insurance companies, my patients pay me and I provide a bill that they can then submit to their insurance provider. Devoted Health Care has unanimously decided that I am in their network and subject to their billing processes. They have also posted my name, address and personal cell phone number on their website. When I called to correct this, I was told there is no one that I can speak to about any of this and they refused to remove my personal cell phone from their website. They stated that they have a contract with me through ASH. *** aknowledges that they have no such contract. They are harrassing me because they do not want to disclose to their client how little they are willing to reimburse for my work.

      Business Response

      Date: 05/18/2024

      Dear ******************, 
      I apologize for the incorrect network listing. American Specialty Health (ASH) confirmed you were removed from their network in February 2023 and reported Devoted did not receive notification. I am working in coordination with *** to remove your information from Devoted Healths website. I sent you an email and will follow up once your information is removed. 
      Thank you for notifying us and were sorry for the inconvenience,
      *****************************
      Sr Complaint Manager
      Devoted Health

      Customer Answer

      Date: 05/18/2024

      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. 

      I continue to be listed, along with my personal cell phone number, on their website. There has been no communication about how they will reimburse my patient. 

      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,

      Roz

       

       

      Business Response

      Date: 05/30/2024

      Dear ******************, 

      On 05/24/2024, I emailed *********************** advising that your information was removed from the Devoted provider website (*****************************************************). As of today (05/30/24), we do not show your information listed. Our provider data team confirmed as well. If you have screenshots or documentation showing otherwise, please send them to ****************************************. 

      If you have a patient who was a Devoted member at the time of service that needs reimbursement, please send the bill or the member's contact information to **************************************** so we can get the member reimbursed. 

      Thank you,
      *****************************
      Sr Complaint Manager
      Devoted Health

    Devoted Health, Inc. is NOT a BBB Accredited Business.

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