Complaints
This profile includes complaints for Montana Health Co-Op's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/21/2025
Type: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 enrolled in Mountain Health coop (MHC) in 2024 through Marketplace. Due to a system error, and unbeknownst to me, the autpay to MHC stopped in October 2024. In December, 2024, I received a bill for $925.17 from MHC. At this point I noted that my auto pay had not been working and immediately sent a check. I did not re-enroll in MHC for 2025. In January, 2025 I discovered, via a phone call with Marketplace that my MHC coverage had actually terminated in October 2024. I called MHC on Jan 16th and asked them to not cash my check. The gentleman assured me that the check had not arrived and that indeed they would not cash it since my coverage had been terminated. On Feb 19th, 2025, the check went through my bank account! I called MHC and asked for a refund. I was told that I had been re-instated and now am delinquent on my 2025 payments. I was told if I wish to cancel my coverage, I have to call the federal government (marketplace). I called Marketplace on Feb 20 and 21, and was told that I am NOT enrolled in *** nor will I be since I am now enrolled with United Health. Marketplace cannot terminate my coverage as there is nothing to terminate. I have spoken with a supervisor with MHC, and have spoken with member services via email. *** is refusing a refund and insisting that I am enrolled with them. According to the lady at Marketplace, MHC "went off the grid" and is trying to enroll me fraudulently. According to my bank, the $925.17 check was put through on January 6, but did not come out of my bank account until February 19. My bank is finding this inexplicable... My income is so low that the *** Government refunded all the money that I paid to MHC in 2024. Now MHC is keeping $925.17 that could have been refunded, except now it doesn't show on my 1095 since they accepted payment for 2024 coverage (which didn't exist) in Feb of 2025. I cannot afford this loss. ******** *******
Business Response
Date: 02/27/2025
February 26, 2025
******** *******
*************************
****************************
Re: Complaint to Better Business Bureau regarding $925.17 refund
Dear Ms. ***************** am writing to you on behalf of Mountain Health Co-Op to address your complaint regarding premium overpayment and refund.
We understand that you have experienced difficulties in receiving answers to your overpayment questions, and we sincerely apologize for any inconvenience this may have caused. We have investigated the matter and found that we, in fact, owe you a refund. From our records, it appears that your insurance coverage terminated October 31, 2024. The request for payment was to continue coverage November 2024 through March 2025. We are aware that you did not re-enroll.
We are issuing a refund check payable to you. Please allow ***** business days to receive a refund at your address on file with Mountain Health Co-Op.
Furthermore, we acknowledge that there was a lack of communication on our part during this process. We understand the frustration this may have caused, and we have taken measures to improve our communication channels to prevent such issues from occurring in the future.
We greatly value our members and are committed to providing excellent member care and service. We appreciate your patience and understanding as we work to remedy this situation. If you have any further questions or concerns, please do not hesitate to contact us at ************** or *******************************.
Sincerely,
****** ********
Marketing & Communications Manager
Mountain Health Co-OpCustomer Answer
Date: 02/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me.As per communication from BBB, I am submitting "response within 7 days to avoid closure of the complaint".
As per communication from BBB, "When the resolution is completed or if the business fails to complete it, (I) will send (BBB) the update by email at *******.h@the ************************** . . ."
This update will occur upon receipt of the much appreciated refund.
Sincerely,
******** *******Initial Complaint
Date:01/24/2025
Type: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.
On Sept. 11 2024 I submitted a dental bill to Mountain Health Co-op. According to my health plan, I would be reimbursed $100 per visit for my 3 dependent's dental care. I was told they would mail a check and I should receive it in ***** days. I received one check, 55 days later for $100 made payable to one of the dependents. I contacted MHCOOP that day and explained the error. They informed me that they would fix this issue. I shredded the check.A month went by, no updates. I emailed and they said they were "working on it". Another month went by, I checked in and they said that they didn't know how to pay me since I was not on the policy (just my children). A week later I was told to upload their birth certificates to prove I have guardianship. I completed that on the day they requested. I have sent dozens of emails and have messaged through their portal. Since canceling the policy they are no longer to return my calls, emails or portal messages. They owe me $300 and I requesting BBB's assistance in getting a resolution.Business Response
Date: 02/24/2025
February 24, 2025
***** ********
**************************************
*******, WY 82070
Re: Complaint to Better Business Bureau regarding Signature Benefit reimbursement
Dear Ms. ************** am writing to you on behalf of Mountain Health Co-Op to address your complaints regarding reimbursement and the lack of communication on our part.
We understand that you have experienced difficulties in receiving your reimbursement, and we sincerely apologize for any inconvenience this may have caused. We have investigated the matter and found that reimbursement for two (2) dependents (Cambrya and Azuryne) in the amount of $200.00 was issued November 4th, 2024. For your reference, the $200.00 was issued on check # *******. The receipt submitted for your third dependent, **** *******, was for physical therapy services. We do not reimburse for physical therapy services.
Please submit receipt or proof of annual preventive dental exam for Evyn, and we will gladly issue you a second check for $100.00.
Furthermore, we acknowledge that there was a lack of communication on our part during this process. We understand the frustration this may have caused, and we have taken measures to improve our communication channels to prevent such issues from occurring in the future.
We greatly value our members and are committed to providing excellent member care & service. We appreciate your patience and understanding as we work to remedy this situation. If you have any further questions or concerns, please do not hesitate to contact us at ************** or *******************************.
Sincerely,
****** ********
Marketing & Communications Manager
Mountain Health Co-OpCustomer Answer
Date: 02/24/2025
Complaint: 22854026
I am rejecting this response because:You state a check was sent but I was communicating with your *** in September, October, November, December, 2024 January and February of 2025. At no time did she a check was cut, nor has a check been received for $200. Additionally, I have attached the DENTAL bill for my son. It was not a PT bill, received by your ***: ******** ******* in September of 2024. I have received a total of $0.00. This is not a satisfactory response from your business.
Sincerely,
***** ********Business Response
Date: 02/27/2025
Dear Ms. ****************** are in receipt of your rejection of our response. Thank you for the attached additional invoice for your third dependent, **** *******. It will take additional time to review your claims and investigate missing check # ******. Due to HIPPA and PHI issues, and this being a public message exchange, I cannot attach the previously submitted claim for physical therapy.
We will follow-up with you as soon as we have more information.
Sincerely,
Mountain Health Co-Op
Customer Answer
Date: 02/27/2025
Complaint: 22854026
I am rejecting this response because:I have been repeatedly told there would be an investigation and a resolution for going on 6 months. I'm sure your system can tell you that check was never cashed, it shouldn't be too difficult to cancel the check and reissue. It's $300, this isn't big money for you guys and I don't know why it has come to such great lengths to get the slightest response. It's unacceptable. This complaint will be resolved when I have been reimbursed.
Sincerely,
***** ********Customer Answer
Date: 03/10/2025
Hello,
Reimbursement has not been received.
Kindly,
Shylo
Customer Answer
Date: 03/21/2025
I have not received reimbursement. Complaint is not resolved.
Kindly,
Shylo
Business Response
Date: 03/24/2025
March 24, 2025
Dear Ms. ****************** are in receipt of your corrected claims for dental reimbursement. We have stopped payment on initial reimbursement of $200.00 for two of your dependents. We have resubmitted your claim in the amount of $300.00 to be made to you. At this time, it is taking ***** business days for reimbursement as stated in our communications and on our website.
We once again apologize for the delay, and our doing our best to expedite this matter. Again, due to Private Health Information (PHI) and this public forum, I am unable to upload greater claimant details here.
Kindest regards,
****** ********
Mountain Health Co-Op
**************************
Customer Answer
Date: 03/24/2025
Complaint: 22854026
I am rejecting this response because:I believe it is best to keep the compliant open until the check is received. I thank you in advance for your understanding.
Sincerely,
***** ********
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