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:06/29/2023

  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.

  I completed forms for my monthly premium to be deducted from my Social Security check and sent them in to Alterwood Advantage. I followed up with a call and was told by a customer service ***resentative that she cold not see anything on file for me. I requested to speak with a supervisor who subsequently told me the form was received and deductions would star April 1. No deduction was made in ****** *** or June. I called again and was assured by a customer service *** that the deductions were being made. I explained to her that I was looking at my last 3 checks and no deductions were made. She agree to look into it. A few weeks later I got a call from the *** telling me that my request had been denied and I now owe $375, but I could take my time paying it. I asked her for a letter explaining the denial and verifying I will not have my policy cancelled. I never received a letter.I called again and asked for a supervisor and again stated I wanted a letter explaining what happened and why a customer had to notify them of the error. ******* said she would look into it and call me by noon the next day. She called the day after that. Her message to me was that I didn't receive a letter because it was an internal mistake. I called back and left a message that I still want something in writing from them explaining the error, what is being done to correct it and an apology. Again I received nothing - no call, no letter.I called again on 6/28 explaining to the *** why I wanted to speak with a supervisor - no letter received. When I finished telling him my issue, he laughed. I pointed out I did not find my issue funny. He stated I misunderstood since he was laughing at the notes. Regardless if it was what I told him or in the notes, I do not find. this situation ******** this point, what I want is a letter, explaining the initial error, what they plan on doing to prevent this going forward, and that my policy will not be cancelled, payment mailed.

  Business Response

  Date: 07/09/2023

  Dear Ms. **************** behalf of Alterwood Advantage, I sincerely apologize for the delays and frustration you experienced while attempting to initiate premium deductions from your monthly Social Security payments. Our utmost priority is ensuring member satisfaction, and we genuinely appreciate your valuable feedback. In response to your concerns, we have taken appropriate actions to prevent similar mishaps in the future and to enhance overall customer experience. As a gesture of goodwill and to demonstrate our commitment to you, we have reduced one month's premium from your account.
  Once again, please accept my apology for the unfortunate experience you have encountered thus far. Our aim is to deliver the highest level of service to all our members, and we continuously strive to learn and improve from incidents like this. We look forward to serving you and regaining your trust.
  Sincerely,
  ***** *****
  Chief Marketing and External Affairs Officer