Complaints

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

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• 

  Devoted Health, Inc.

  221 Crescent St Ste 202 South Waltham, MA 02453-3425

• 

  Devoted Health, Inc.

  PO Box 211037 Saint Paul, MN 55121-2437

• 

  Devoted Health, Inc.

  2801 SW 149th Ave Ste 100 Miramar, FL 33027-4166

• 

  Devoted Health, Inc.

  60 Pineland Dr New Gloucester, ME 04260-5124

• 

  Devoted Health, Inc.

  20405 State Highway 249 Ste 325 Houston, TX 77070-2893

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:05/02/2024

  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.

  Devoted Health Insurance is ripping off it's clients. Thy issue a benefits card that you are supposed to be able to use " At ANY grocery or gas station that accepts their **** Debit card" ( Page 34 Devoted Health plans Summery of benefits 2024) .If you use the card as proscribed Devoted has the card canceled leaving the user with the bill.Out and out FRAUD!

  Business Response

  Date: 05/10/2024

  Dear *******,
  We sincerely apologize for your experience as a member of Devoted Health. We want our members to take full advantage of all benefits offered through Devoted. Unfortunately, the Food & Home Card benefit is only available at participating retailers.  

  
  The Food & Home Card is a benefit card with a $225 monthly allowance that lets you purchase foods through participating grocery and other retail stores, pay for utility costs, and/or pay for rent or mortgage costs. To find participating retailers, visit  devoted.com/food-and-home. For utility, rent, or mortgage payments, your provider must either be in our vendor's network or must accept credit card payments. You can find this literature in the Devoted Dual Plus Colorado HMO-POS D-*** Evidence of Coverage and the Summary of Benefits. Please see Pg. 87 in the Evidence of Coverage and Pg. 25 in the Summary of Benefits. 

  
  According to our records, you were able to successfully utilize the benefit in January, February and March 2024. Thank you for your feedback, we are always looking to expand our network of Food & Home benefit providers. 

  I see you are no longer a member of Devoted as of May 1st, 2024 but if you have any questions, please feel free to reach out to us by phone at ************** (TTY 711) or text us at ******. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm.

  
  Kind Regards,
  *****************************
  Sr. Complaint Manager
  Devoted Health
  

  
  

  Customer Answer

  Date: 05/13/2024

  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,

  *******

   

   

• Initial Complaint

  Date:01/27/2024

  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.

  I recently started on December 2023 with Devoted health plan and I was told no premium was required and Ive had 2 payments of $160+ taken from my last 2 SSA RETIREMENT deposits I need to know whats going on? *** tried to call to cancel them and get the transferring to another ***** then the long wait and finally the dropped call.

  Business Response

  Date: 01/31/2024

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

  Thank you for taking the time to contact us and I'm sorry for any inconvenience caused by what is a very common misunderstanding.

  I reviewed your plan to see if you had a monthly plan premium in 2023 or if you have a monthly plan premium in ****. In reviewing the 2023 evidence of coverage (***), which explains whats covered under your plan, your rights and responsibilities, and your cost share for covered services under your plan, it shows that you did not pay a separate monthly plan premium for our Core *********** (HMO).

  I also reviewed the **** *** and it shows that you do not pay a separate monthly plan premium for our Core *********** (HMO).In the *** under Chapter 1 Section 4, it explains your monthly costs for our Core *********** (HMO may include the ******** Part B premium, a Part D late enrollment penalty (LEP), and/or an income related monthly adjusted amount (IRMAA). ******** Part B and Part D premiums differ for people with different incomes. In the *** under Chapter 1 Section 4.2, it explains the monthly ******** Part B premium. Many members are required to pay other ******** premiums. You must continue paying your ******** premiums to remain a member of the plan. This includes your premium for Part ** It may also include a premium for Part A which affects members who arent eligible for premium free Part A.

  I reviewed your billing history with us and we show that you do not have a monthly premium for our plan and youre not being charged a LEP for not having Part D drug coverage. The $160.00 youre referring to is your ******** Part B premium. More about the ******** Part B premium: per www.cms.gov, each year the ******** part B premium rate is determined according to provisions of the Social Security Act. The standard monthly premium for ******** Part B enrollees will be $174.70 for ****, an increase of $9.80 from $164.90 in 2023. The increase in the ******************************************************************** health care spending. If you have a ******** Advantage plan, such as ours, or if you have Original ********, youre required to pay the ******** Part B premium. If you contact Social Security to opt out of ******** Part B, youll no longer be able to have a ******** Advantage plan with us, as its a requirement to have Original ******** Parts A and B in order to enroll into a ******** Advantage plan. The only way to get assistance with your Part B premium each month is if youre enrolled into a ******** Advantage plan that has assistance with the Part B premium reduction, or if you qualify for certain levels of ***************** is a joint Federal and state government program that helps with medical costs for certain people with limited incomes and resources. Some people with ******** are also eligible for ********* You can contact your states ******** program to see if you qualify.

  Your states ******** program is called ***** Health and ************************** Their phone number is ************** and theyre available Monday through Friday from 8:00 a.m. to 5:00 p.m. You can also visit their website at *************************************************************************** write to them at: ***** Health and ***** Services Commission, *******************************************************, ******, ** 78751-2316.

   I reviewed our website (www.devoted.com) to see if we have any plans in your area that offer the ******** *************** (reduction), and in **** we do not offer any plans that would give you the assistance with the ******** Part B premium. There are certain times of the year where you can change plans. The annual enrollment period (AEP) is from October 15 through December 7 every year. During this time you can make changes to your plan. Outside of AEP, youd need a special election period (SEP) to change plans, such as low income or a change in residence. Any changes made during AEP will take effect January 1.The ******** Advantage open enrollment period (OEP) is for individuals enrolled in a ******** Advantage plan. The ******** Advantage OEP is from January 1 through March 31 of each year. This election period allows a beneficiary enrolled in a ******** Advantage plan a one-time election period to do one of the following: 1. Switch to a different ******** Advantage plan, 2. Drop their ******** Advantage plan and return to Original ********, 3. Sign up for a stand-alone ******** Part D prescription drug plan (if they return to Original ********). The election will be effective on the first of the following month. That means the plan you switch from will terminate at the end of the month you make the election in and the new plan will start the first of the following month. If you choose to leave your ******** Advantage plan and go to another ******** Advantage plan or to Original ********, please make sure that you sign up for a plan that includes prescription drug coverage or sign up for an individual prescription drug plan. If you dont have a ******** drug plan or a plan thats as good as ********s drug plan, you may get a late enrollment penalty (LEP). A LEP may be assessed if you go ************************************************************** creditable drug coverage.

  We understand that this is complex, and am going to have one of our ************** Guides reach out to see if there is anything we can further clarify.

  Best,

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

  Director of Member Experience

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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.

  Yes I contacted devoted few weeks ago about my social security extra help. That my extra help is going too full extra help in ****. Now they just changed me like 87.cents for one of my prescriptions. They said in **** will charge me like **** for same prescription??? So I feel like I'm getting screwed???

  Business Response

  Date: 01/09/2024

  Dear *******,

  We apologize for the frustration you experienced in trying to obtain the information you need about our plan Duo Plus **** HMO. We take your feedback seriously and surfaced it to the team. We understand the importance of transparency and work hard to provide clear, accessible information to our members. So thank you for sharing that you had trouble finding this information via mail without the need to speak with a sales agent. 

  One of the supervisors from our Telesales team is going to reach out to you to make sure you receive the information you're looking for, and to address any other concerns.

  Thank you for bringing this to our attention, and we look forward to addressing your needs and providing the information you require.

  Sincerely,

   *********************

  Director of Member Experience, Devoted Health

  Customer Answer

  Date: 01/09/2024

  [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:12/31/2023

  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.

  Devoted Health is not transparent with online info about costs one would pay on plan duo plus **** hmo d-**** All phone numbers Devoted Health has lead to sales agents, even the corporate number provided by two sales agents. There is no help in getting info mailed on this plan showing costs - ******** slmb. Not one of four agents I spoke with would mail information. The information is not on the website, there is only a range of cost . I am not interested in sharing of my information with a sales agent, only my address to mail to. One of the sales agents said would mail and after repeating and spelling my street name seven times I realized he may have been feigning that he could not hear **** was on a wired landline and am a clear speaker. I simply wanted the plan duo plus **** hmo d-*** with ******** slmb costs for services mailed. The company is not transparent online and refuses to mail the information. I would like the corporate office to contact me not sales agents or the sort.

  Business Response

  Date: 01/09/2024

  Dear *******,

  We apologize for the frustration you experienced in trying to obtain the information you need about our plan Duo Plus **** HMO. We take your feedback seriously and surfaced it to the team. We understand the importance of transparency and work hard to provide clear, accessible information to our members. So thank you for sharing that you had trouble finding this information via mail without the need to speak with a sales agent. 
  

  One of the supervisors from our Telesales team is going to reach out to you to make sure you receive the information you're looking for, and to address any other concerns.

  
  Thank you for bringing this to our attention, and we look forward to addressing your needs and providing the information you require.

  
  Sincerely,
  *********************
  Director of Member Experience, Devoted Health

• Initial Complaint

  Date:10/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by the insurance company telling me that I would get more money if I switch to them for my bills and was lied to and now I'm in a pickle because I can't pay my bills because I switched to this insurance I don't go back to my original ********* of ****** until January and I'm completely screwed over my spouse have passed away in March and I'm having a panic attack because I can't pay my water bill and my electric bill cuz of this company totally screwed me every lied

  Business Response

  Date: 10/26/2023

  Dear *****,

  I am truly sorry to hear about the difficulties and distress this has caused you. This is not the experience we strive for, and I sincerely apologize for the inconvenience and anxiety this has caused you, especially during such a challenging time in your life.

  Please rest assured that we are taking your complaint very seriously. I have escalated your case, and someone from our team will reach out to you as soon as possible to address the situation and provide the support you deserve.I want to thank you for bringing this to our attention.

  Your feedback gives us a chance to right a wrong. We deeply value our members and will do everything we can to make this right.

  Warm regards,
  *********************
  Director of Member Experience
  Devoted Health

  Customer Answer

  Date: 10/31/2023

  [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:10/20/2023

  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 called my health plan to ask for help with filling out a form that I got from ******** for my list of assets and my wife passed away this year, and my health plan is refusing to help me, and also refusing to get me a case manager, and they are refusing to listen to doctors orders in helping me with my health care. They would rather me be a danger to myself and others instead of helping me.

  Business Response

  Date: 10/27/2023

  Dear ***,

  Thank you for reaching out and sharing your concerns with us. I understand the urgency and importance of completing your ******** application promptly, and I apologize for any inconvenience you experienced due to our service staff's availability.

  While we aim to provide instant support, sometimes our specialized staff are not available for live transfers. I'm glad to know that our team reached out to you the following Monday, and truly hope that interaction was helpful and addressed your concerns adequately.

  That said, I want to reiterate our dedication to helping our members access and maintain the benefits they rightfully deserve. If you need further assistance or have any other queries, please do not hesitate to call us back. We're here to support you every step of the way, and we genuinely regret that your initial experience did not fully convey this commitment.

  Warm regards,
  *********************
  Director of Member Experience
  Devoted Health Plans

• Initial Complaint

  Date:10/02/2023

  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.

  Yes before I signed up with devoted **** give back. The lady *********************** told be I would get the ****** give back in a month or too added too my social security. Not true. I called devoted. They told me takes up too 4months too get the give back added too my social security so who's telling the truth. I just sighed up October 1st 2023. I called social security. They still taking out my ****** premium from old insurance that was cancelled. Social security told me too call them back end of the month. See if they get information from you guys. I'm not happy

  Business Response

  Date: 10/06/2023

  Hi *****,

  I am sorry you are going through this, and you have every right to feel this way. You were misinformed, and we wish there was something we could do to change that. We strive to ensure that members know what to expect.

  Once we enroll a member in a plan with a buy-down, we let ******** know right away. ******** sets up the Part B premium reduction, and then the ****************************** (SSA) administers it. Sometimes, it can take ******** and SSA up to 4 months to update all of their systems, even after we've told them.

  Were sorry for any inconvenience or confusion this may have caused you. I see that you let us know about this in a text message. We'd be happy to assist you in filing a formal grievance to document the misinformation from your agent. Give us a call at ************** TTY 711. Thank you for notifying us about the issue, and we thank you for the opportunity to set accurate expectations moving forward, and to continue serving you as a member.

  All the best,

  *********************, Director, Member Experience

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am with Devoted Health Bewell plan. I'm disabled with many health issues. I need medical assisted device to walk. The current rolator was issued August 2022. Just prior to August 29th, 2023 I contacted Devoted about safety issues with the ******. Wheel comes off right side back. Front wheels lock when going forward. My doctor sent In a prescription/ order for a new one. I called in many times to Devoted with conflicting information. Durable Medical Equipment is not clear in the evidence of coverage to the point their employees and supervisor giving misinformation! I spike with **** who spoke to her supervisor ****** on August 29th at **** hours. They contacted the contractor Integrated and spoke to ***** who all reassured me I would be getting a new ******. Time is of the essence. I have herniated disc's, myopathy in my cervical and lumbar issues, etc I just received a denial. I contacted ******** which lodged a complaint to Devoted.AJ from ******************** left me a voicemail which I returned immediately. Left 2 messages no response. Finally requested supervisor who was able to get **. Tomorrow is weekend. I need to have a working device, time is of essence. ** said need to have Dr *** order a repair only. She advised she is in control and she makes decision and can not speak to anyone else.Said in reference to getting misinformation will be teaching opportunities but will not stand behind their employees giving wrong information and supervisor which is documented and call recorded.Spoke to her manager who backed her, *********Feel she is retaliation due to ******** complaint.

  Customer Answer

  Date: 09/19/2023

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

  I reached out to the contractor of the rolator ****** and they did an exchange received yesterday.

  After I made an official complaint to Medicare,  ** with complaint department contacted me with a voicemail.  I had to really pry and be persistent to get her manager who was no help. 

  They have not mentioned this BBB complaint and I will be changing companies with open enrollment.

  I resolved my own issues with zero assistance from Devoted Health.  Just strong armed me and ran me around.  Wouldn't give me contact information for their chain of command.

  Business Response

  Date: 09/20/2023

  Dear ******, 

  Thank you for reaching out to share your experience with us. I genuinely apologize for the inconvenience and distress that this ongoing issue has caused. I understand that having a reliable piece of equipment is not just about convenience, but essential to your daily well-being.
  I have personally reviewed your case and collaborated closely with the team handling your concern to get a comprehensive understanding of the situation. I confirm what you already know to be true, which is the new ****** was successfully delivered to you on Monday evening.

  We recognize that the delay was far from the standard of service we aim to provide, and I'm sorry this was your experience.
  

  Your trust and comfort in using our services are of utmost importance to us. We are here to support you every step of the way, and we aim to exceed your expectations in the future. We value the opportunity to care for your needs and are striving to ensure a smoother, more reliable service moving forward. I appreciate your understanding and patience during this time. Wishing you a peaceful and relaxing remainder of your week. Please feel free to reach out directly to me at **************************************** if there's anything more we can assist you with.

  All best,

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

  Customer Answer

  Date: 09/21/2023

  [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:06/27/2023

  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.

  All dental providers are have no higher than a 1 out of 5 rating and are not accredited. I went in for a 6 month check up and cleaning. No cleaning, only a little polish applied, no check on condition of teeth or gums. Totally waste of my time and girl to travel. Devoted advertises dental insurance as a benefit for ******** members. Really bad care.

  Business Response

  Date: 06/29/2023

  Hi ******, 

  Thank you for providing your feedback about your experience with your dental benefits. 

  We appreciate you sharing more details with our customer service team over the phone, and weve forwarded your concerns to our dental vendor. Were always working to improve how we support members in their dental care, and your feedback helps us provide the best possible experience to other members in the future. 

  If you run into any other issues with your plan benefits or care, you can always reach us by phone at ************** (TTY 711) or text us at ******. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm (from October 1 to March 31, 8am to 8pm, 7 days a week). Our guides are here by text Monday to Friday 8am to 8pm Eastern time, and Saturday 8am to 4:30pm Eastern time. 
  

  With care,
  Devoted Health
  

  
  

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service 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 a claim for over a year that devoted refuses to pay, my primary already paid their balance and devoted has not Paid their part . I am a breast cancer survivor. I need this taken care of asap in order to have my six months procedures done this delay has prevented me to follow through with my exams and behind in all my procedures

  Business Response

  Date: 05/02/2023

  Hi *******,

  I wanted to write and let you know that we are working hard to get this cleared up for you. We know how important it is that your care gets back on schedule.

  Our local team in ******* is contacting your providers office to educate them about billing the appropriate party so that you will not be assigned financial responsibility where it is not appropriate. Additionally, we are educating the providers office about including all of the correct information on original bills to ensure that future members will not have a similar experience. Lastly, we are working to resolve the formal complaint you filed. We will be sure to reach out to you with any updates and with the final resolution.

  Thank you for your continued diligence in pursuing this issue. For updates, please call ** at ************** (TTY 711) or text ** at ******. Our guides are available by phone Monday - Saturday, 8am-8pm. Our guides are available by text Monday - Friday, 8am-8pm EST and Saturdays 8am-430pm EST. 
  

   

  Sincerely,
  Devoted Health