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. has 5 locations, listed below.

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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

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  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:03/15/2023

  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.

  I'm currently in the hospital, pending oxygen for release. Have been in here 3 DAYS waiting for Devoted to approve my oxygen. Hospital says they have sent the info to Devoted for the oxygen, but Devoted says they are not receiving it. Is there not a hospital/Devoted liaison that can figure this out? This is ridiculous. I'm ready to go home, and by Devoted stalling on this, it is pushing up my blood pressure and stressing me out tremendously.

  Customer Answer

  Date: 03/29/2023

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

  Business Response

  Date: 05/04/2023

  Hi ****,
  
  Thank you for contacting us about the coordination of your care. 
  
  While we were not able to respond on this forum immediately, we were able to quickly step in and resolve this issue by ensuring that our medical equipment partner had your contact information and the complete equipment request.
  
  As always, please feel free to reach out to us by phone at ************** (TTY 711) or text us at ****** if you run into any issues with your care. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm. 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
  

  Customer Answer

  Date: 05/04/2023

  [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:03/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dental Coverage, policy states the Devoted will pay 80% for implants, I need a bone graft to support the implant. Devoted says that is not covered. Devoted has false and misleading advertising. Because the bone graft needs to be done to support tooth!

  Business Response

  Date: 05/04/2023

  Hi ******,  
  
  Thank you for contacting us so we could provide you with clarity about your covered dental benefits. 
  
  While we were not able to respond on this forum immediately, we were able to clarify for you the costs associated with the care you were seeking. Any care beyond what is covered may be charged directly to you as the member.
  
  If you need anything else, 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. 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
  
  

  Customer Answer

  Date: 05/04/2023

  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:01/01/2023

  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.

  Since beginning of 2022 when Devoted Health became a secondary payer dealing with Devoted has been a nightmare. Several Claims- Quest Feb 2nd, July 15th, DNS-Dermatology Jun and Sep 2022, Primary Car Physician. All service providers are In-Network providers.Quest: sent me invoices several times, claim never arrived to Devoted. Called Quest and Devoted.DNS: sent claim for balance remaining to Devoted. Denied. No explanation. Called Devoted and DNS.File a complaint with ********* Dec 12 Devoted reacted finally and contacted me to gather providers billing/invoice information.Dec 29 call from -Bet- Quest: graciously agreed to write-off the payment ? no explanation. I dont know what is going on, what is broken that QUEST can't submit claims to Devoted by kept sending me bills.DNS and ************ Doctor: claims denied. No explanation.Finally this -Bet- informed me that Devoted will not pay any balances until I reach the deductible from the primary payer. This is unacceptable. ****** seem unprepared to explain or provide any evidence of this wild interpretation. - The insurance that pays first (primary payer) pays up to the limits of its coverage.- The one that pays second (secondary payer) only pays if there are costs the primary insurer didn't cover.I find devoted business practices questionable where there is no ID for customer service agents and no paper trace....just verbal...PROVIDE EVIDENCE THAT ******** RULES SECONDARY PAYER START PAYING CLAINS WHEN PRIMARY PAYER DEDUCTIBEL IS REACH. OTHERWISE REPROCES THE CLAIMS AND PAY WHAT APPLIES ON EACH CASE.

  Business Response

  Date: 05/04/2023

  Hi *******,
  
  Thank you for providing feedback about your coordination of benefits experience. 
  
  While we werent able to respond on this forum immediately, we worked diligently to address this issue and to resolve your formal complaint. In the end, we were able to provide you with an outcome that met your satisfaction.
  
  In the future, you can always reach ** by phone at ************** (TTY 711) or text ** at ****** if you run into any issues with your plan benefits or care. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm. 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:12/26/2022

  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.

  I'm a member of Devoted who uses CVS for its OTC benefit . On Sunday December 11th, I went into CVS Store Number **** (**** W Grandparkway ****, ** *****) to use my ******** OTC benefit. Before going in I verified that all the items were part of my OTC. When I checked out, the cashier by the name of ********** claimed the Vitamin E and Zinc bottles were not covered. When I reviewed my receipt they showed up as purchased items, so I asked ********** why. He could not explain why and still refused to give me my vitamin E and zinc bottles. I asked to speak to a manager and ********** said one was not available. Monday December 12th, I called CVS OTC customer service they said they could not help me because I purchased the items in store and that I had to call the store. I then called the store, to ask for the manager and once again one was not available. Saturday Dec 17th I contacted CVS customer relations was told the district lead would call me by Dec 20th but no call back. Contacted CVS customer relations was told I would get a call back by Dec 21st and again no call back. Once again I contacted CVS customer relations was told I would receive a call back by Friday Dec 23rd and once again No call back. I escalated the issues to both Devoted leadership, ************* and ***************** and CVS ********************* and *****************************. I was ignored be all. Maybe a BBB complaint will get their attention.

  Business Response

  Date: 06/29/2023

  Hi *********,  
  

  Thank you for sharing your experience with CVS and your over-the-counter (OTC) benefits. Your feedback helps us improve the service experience for our members in the future. 
  

  While we were not able to respond on this forum immediately, we were able to forward your concerns to CVS Caremark. We know how important it is to have your concerns addressed immediately, especially when it comes to your OTC benefits. 
  

  If you need anything else, 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 (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
  

  
  

  Customer Answer

  Date: 07/05/2023

  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. 

  Devoted response was simply to game the system. As long as a company submits a response regardless what that response state the BBB will take it and keep there rating. If someone from the BBB would have read their response they could see that is what is happening here. Ive come to realize the BBB is not a neutral party and will always side with the business.  It had been 6 months, had I taken that long to respond I would have not been allowed.  
  
  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,

  *********

   

   

  Business Response

  Date: 07/24/2023

  The complaint was about one of our member's experience with CVS customer service in regards to their OTC experience; we escalated it to our vendor partners.