Complaints

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

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  FirstEnroll

  101 Crawford Corner Road Suite 4233 Holmdel, NJ 07733

  
• 

  FirstEnroll

  4000 State Route 66 Ste 348 Tinton Falls, NJ 07753-7318

  

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:09/29/2023

  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.

  Would like to cancel and get refund and they keep hanging up on me and will not stop calling my phone number from 100 of other numbers

  

  Business Response

  Date: 10/02/2023

  The  policy has been cancelled and fully refunded 

  Customer Answer

  Date: 10/02/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/29/2023

  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.

  They called to offer me insurance for my husband ***************************** cause I was looking online , they offered insurance from the market place and saide it would be around $90 and I asked what it would be without they said $54 , I was ok with that but found out the $54 was for dental and vision and the health insurance was free, they have not sent me information about dental and my insurance started in September 2023 and they already charged me twice even though I was not supposed to even have vision and dental

  

  Business Response

  Date: 10/02/2023

  We are sorry to hear of your experience First Enroll is a billing Third Party Administrator. The policy has been cancelled and a full refund has been issued as per the member's request. 

• Initial Complaint

  Date:09/22/2023

  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 paid 138$ was told this was the monthly cost of the insurance policy that I would be enrolled in, which was horizon through ** get covered. Never received my cards so called and questioned the man ******* who I paid for said coverage. Was told he was having issues accessing my nj get covered account, was told to change my password to the one he was giving me so he'd have access to finishing my application. Later went on and saw that he had lied on my application about my employer status, fixed and that it was pending.My policy will be active on October 1st. Find out that ******* lied to me about the prescription coverage on the policy. He promised it covered 80% of all prescriptions when in reality it's 15% after 650$ deductible. Then I find out that after nj covers their part, the policy costs zero dollars. Nothing. So I call and ask why I was told it was 138$ a month when it's literally zero dollars, and was lied to again. Tho different workers tried convincing me like I was an idiot that the 138$ was the cost of my OTHER insurance policy. Noone ever offered me a second policy, never mentioned it was an option or asked if I'd be interested. Nothing. Ask for the information on the so called second insurance I was unaware of and sent a link. Clear as day it's written right on the website "we are NOT an insurance company." Literally everything that was said to me was a lie and then a lie on top of that one. I demanded my money back and unauthorize them permission to charge me further. Then was lied to again about not being eligible for a refund due to it being past thirty days. Luckily I found a separate number on the not actual insurance link and called. Was transferred to a manager who explained that ******* and the other ppl I was lied to from work basically for his company. His company is not an insurance company it just offers added medical assistance with certain qualifying providers. He apologized and said he would get to the bottom of this, and quickly refunded my money.

  

  Business Response

  Date: 10/02/2023

  We are so sorry to hear of your experience First Enroll is a Third Party Administrator that does not market or sell insurance your policy was cancelled and you were issued a full refund 

• Initial Complaint

  Date:09/22/2023

  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.

  Insurance policy not accepted by any hospital or medical professional

  

  Business Response

  Date: 10/04/2023

  First Enroll is so sorry to hear of your experience. First Enroll is a Third Party Billing Administrator (TPA) that does not market or sell insurance. Your policy was purchased on March 2, 2023 from ********************* ************************ ******************************** ************ and cancelled on September 29, 2023 per your request. Your will need to reach out to your agent as to the refund due to the fact it is out of time of the 30 day free look period. 

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

• Initial Complaint

  Date:09/20/2023

  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.

  Everything was misrepresented including that there would be no charges on my CC until I reviewed the policy. The charges were made against my CC immediately.

  

  Business Response

  Date: 10/02/2023

  First Enroll is a billing and administration third-party (TPA not a producing agent and therefore is not the agency with which **************** spoke regarding her policy. We did, however find ******************** policy in our system. We would like to note that **************** did sign an agreement for this policy and called regarding benefits on Thursday September 21. During this call she did not ask to cancel and she has not called us since. **************** has be fully refunded and her plan has been cancelled.

  Customer Answer

  Date: 10/02/2023

  
  Complaint: 20634544
  
  I am rejecting this response because: To this date, no refund has been issued. Representative from this company stated refund would take "a few days" now near 2 weeks. I will be more than happy to retract this statement should the company actually issue a refund. Representative stated that he did not know how this incident would have happened. Too bad.

  Regards,
  
  ***********************

  

  Business Response

  Date: 10/06/2023

  I am sorry to hear of your dissatisfaction to our original response. I want to state again First Enroll is sorry to hear of your experience. First Enroll is a third party billing administrator (TPA) that does not market or sell insurance . Your policy has been cancelled and you have been fully refunded on September 26, 2023. The credit back can take 7 to 10 business days. In addition our **************** Manager has reached out and left a message for you.  We will have the manager reach out again to you.  At First Enroll we take your experience very serious and we will investigate the agent you spoke with at Blackrock Health Advisors LLC.

  Customer Answer

  Date: 10/06/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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.

  Was charged for insurance that I do not have; this was an unauthorized charge!!! I want a refund from this company, this is a total scam and fraud!! Extremely poor business!

  

  Business Response

  Date: 10/02/2023

  We are very sorry to hear of your experience. First Enroll is a third party administrator that does not market or sell insurance. Your policy was cancelled on September 18, 2023 and you were fully refunded $493.00 

• Initial Complaint

  Date:08/31/2023

  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.

  Scam!! SCAM!! SCAM!! FRAUD!! I applied for health insurance and have been given the run around for the past month. Every time that I call and try to get assistance with understanding the policy or using the policy; I get transferred back and fort with no resolution. If you ask for a supervisor or for a call back they do not answer or call back. I was asked if I needed prescription coverage to which I answered yes and was not given that, instead I was given a discount program whose prices are higher then without the "discount" card (Compass VAB). I was also given Better Complete Health as an add on for lab and prescription. This is also a useless "discount" card.I feel like this company is a scam and should be shut down for fraud!! I have been trying to use the services that I paid over $600 for and have not been able to. I cannot see the doctors that I was assured were covered by the plan or to get medication. I was also asked to provide my login information for get covered **. I was told that this was necessary for them to update my policy. After calling get covered ** they told me that I should have never given this information. These scam artists have my banking information, social security number and address. I am still not able to go to the doctor or get medication. I would like to cancel all of the add-ons related to this policy and have my new insurance cards with the correct information on them sent to me.

  

  Business Response

  Date: 10/04/2023

  We are so sorry to hear of your experience. First Enroll is a Third party billing administrator (TPA). First Enroll does not market or sell insurance. Your agent was *************************** from Invictus Business Affiliates Your policy was cancelled and fully refunded on August 3, 2023 per our request 

• Initial Complaint

  Date:08/29/2023

  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.

  My husband was in need of market place insurance. I went on the website and received a slew of calls from companies. I spoke with an agent who talked to me regarding Community health choice, I accepted this insurance. The agent informed me that my premium was 279 monthly which was chg to my cc monthly. After I did not receive any information in the mail, and tried calling and getting no reply. Things were not adding up. I called spoke with a manager named *******. He told me that if I did not pay this premium monthly, mind you that I have no paper work, we would have no insurance. I asked this question of him 3times. He said you asked me that three times and I am telling you this 3 times that that is the case. I hung up and called the government marketplace and was told that, that was not the case and that my premium monthly is 0 because the government is paying the premium. I then called Community health and was told the same, that I have a very high deductible but no premium. I have filed a dispute with my cc card for a refund of my money. They should be ashamed to scam people who are looking for health care. We are disabled and on fixed income and to trusting of a company that appeared legit. BEWARE!

  

  Business Response

  Date: 10/04/2023

  We are sorry to hear of your experience First Enroll is a Third Party Administrator that does not market or sell insurance Your agent was ******************************* at Comprehensive Health Solutions *********************************.

  Your policy has been cancelled and fully refunded 

• Initial Complaint

  Date:08/26/2023

  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 used First Enroll to get a health insurance plan that was effective February 21st 2023. Now First Enroll says they dont sell health insurance and that theyre simply a ****************, however I was charged through first enroll and first enroll only. No doctors office/ immediate care facility would accept the the card I was provided by The True Health plan, sponsored by Vitamin Patch. So not only was I scammed out of $318, Im now stuck with a $400 medical bill with no way to contact the insurance provider as the card they sent me has no phone number, address, or contact information of any kind. First Enroll needs to recognize that even if theyre just the middle man in these transactions, connecting people to and supporting phony products is illegal and I have taken action against them on behalf of myself and all of the claims on here alike.

  

  Business Response

  Date: 10/02/2023

  We are very sorry to hear of your experience. First Enroll is a Third Party Administrator and does not market or sell insurance. Your policy has been cancelled and the only payment made on February 20, 2023 in the amount of $318.00 has been refunded. 

• Initial Complaint

  Date:08/25/2023

  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.

  First Enroll - Health Plan is a scam. They pretend to be offering health insurance plans the entire time that you are talking with them. Even went as far as to tell me directly that I was signing up with an ***** PPO plan and provided me with a fake *********** number. This was all a lie. Scammed me out of almost 900$.

  

  Business Response

  Date: 08/25/2023

  We are sorry to hear about your experience and are here to facilitate your process to seek resolution.First Enroll does not advertise insurance nor do we sell insurance. We administrate the payment process for the insurance carriers that contract with us. Your plan has been cancelled. A refund for your premium and enrollment fee was refunded to you on 8/25/23 and you should be receiving the credit within 5 to 10 business days. We apologize for any inconvenience.

  Customer Answer

  Date: 08/25/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************