Complaints
This profile includes complaints for FirstEnroll's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 523 total complaints in the last 3 years.
- 300 complaints closed in the last 12 months.
If you've experienced an issue
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:08/15/2023
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 had a cardiology appointment with my doctor in April of 2023. I could not get a ekg because the insurance from Multiplan didnt pay for it. After communicating with the insurance and the diresctor of claims at the hospital she told me i would have to pay out if pocket. i then called to cancel with the agent at ********************* and told them i wanted to cancel. It wasnt until i opened my bank statment this month that i saw they were still charging me **** April-July. Now they say the have no record of me canceling insurance. Also refusing to give me my refund.Initial Complaint
Date:08/12/2023
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.
My wife enrolled on 7/3/2023 for health insurance, it is not health insurance. She called on 7/5/2023 to cancel her plan. they said they would refund in two weeks, never happened also took out more money on 7/31/2023. My wife called and the company said they have no record of her calling. also refused to refund the two payments . They were rude and swore at my wife! I have put in a dispute with my credit card company and will call *********************** insurance regulators and file a complaint.
Business Response
Date: 08/23/2023
We are sorry to hear about the negative 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. On August 15, 2023,there was a refunded in full for the June and July payments. The policy was cancelled as well. The agent is ***************************** - American Way Health ************
Initial Complaint
Date:07/12/2023
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.
1. During my phone conversation, whomever sold/enrolled me in this Sovereign ***************** health plan advertised no deductible, comprehensive coverage, coverage for durable medical equipment (DME) and other services. I specifically wanted a platinum plan with a low deductible, low/no copay and high coverage. I was willing to pay more for a premium in exchange for covered services and lower deductible/out of pocket.Health care plan has been denying visits referred by an in network provider within the same hospital system, denying DME coverage, denying physical therapy coverage. I have contacted them 3 times attempting to find a name or location of a physical therapist (CLT qualified) who is in network and they have been unable to provide this. I had an appointment scheduled for almost 4 months and they waited until two days before the appointment to deny the visit, leaving me no option but to cancel the appointment and not get the necessary care that I need. They were unavailable by phone for 3 days surrounding this incident. They sold me a complete plan, dental, vision, and ame/ad&d for $877.00 these plans provide minimal coverage for an astronomical monthly premium, promising coverage that is not correct in the schedule of benefits. I pay 99/month for dental insurance and when I had to have a covered procedure done I owed over $600 after insurance.Initial Complaint
Date:06/22/2023
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.
I called to cancel membership, but they kept asking me what I am planning to do for future health care, which company I am going to get and how much will they charge me. When I told them it's none of their business, they told me the can not proceed with the cancellation. Only when I threatened to go to an attorney and my bank, they finally agreed to cancel my subscription. It was a very long and painful process. Buyers beware!!!Business Response
Date: 06/26/2023
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.
Please reach out to your insurance agency to work through the details to get your matter resolved if you haven't already done so.It is our understanding that you recently had a phone call where this was discussed with you and that you understood the need to work details out with your agent.
If you need any further facilitation towards your resolution, please feel free to reach out to us and we will do what we can to assist you in this process.
Initial Complaint
Date:05/18/2023
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.
May 9 ******************************************************************************************************************** more then next contact they said they dont sell health insurance that I got it from first enroll who said I do have hes insurance and wanted me to uncancel my card I did not and googled first enroll if real health insurance or scam found on bb with many complaints and spam accusations so Im cancelled and safe but its sad they prey on people desperate for health insurance its just evil in my opinion they even admit they dont sell health insurance in their replies to other people so it was just stealing and they are terribleBusiness Response
Date: 05/19/2023
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 **.
Please reach out to ********************* to work through the details to get your matter resolved:
Odyssey ***************** LLC
*********** Veneto
**********, ******* 33496
PHONE: **************
EMAIL: ***************************************************
We hope you find this information useful and are sorry about your situation.Initial Complaint
Date:04/12/2023
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.
This third party *** insurance scam has been trying to repeatedly charge my credit card despite confirming that my plan was cancelled. They had contacted me masquerading as the *** hotline when I was looking for coverage between jobs. These people are preying on the poor, unemployed, and elderly. Its tied to some law firm based out of ******* but has a ** number.Business Response
Date: 04/13/2023
Good Morning ******************,
First Enroll is a billing company. We do not call people, we do not sell anything (including insurance) and we do not solicit for business or sales. We are contracted by your carrier (Federal Life) to process premium payments and that is all. Your accusation that we called you masquerading as anything is false and slanderous. We also have no affiliation with any law firm anywhere and we are firmly based in the state of **. Your entire complaint is irresponsible speculation and is also completely misdirected. If you are feeling discontent with your insurance sales agent, please understand they do not work for First Enroll. You purchased your plan from Tobias ***** Associates which is an insurance broker operating out of **********, **. Their phone number is ************. As I review your transactions record, I see that you only made one payment to First Enroll and I can confirm that your account is 100% cancelled. That being said, if you purchased any other products or add on's via your insurance agent which are NOT managed by First Enroll, there is a chance you are still being charged. Please contact your agent at the number provided and ensure that ALL products have been cancelled if that is your wish.
Thank you.
Customer Answer
Date: 04/13/2023
Complaint: 19928467
I am rejecting this response because:
This is the same form letter theyve used for all complaints against them. This company is enabling healthcare scam artists to take advantage of others.
Regards,
*********************Initial Complaint
Date:03/16/2023
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.
First enroll said will my confirmation of cancellation never did email it to my email.plus they have bad fraud reviews just found out today.Business Response
Date: 03/17/2023
******************************,
Would you please provide your member ID number? I see no record of you by the name *************************************** within our member's system.
I will then happily look into all claims set forth in your complaint.
Thank you.
Initial Complaint
Date:03/15/2023
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.
On January 13,2023 I purchased what I was told was a **************** Policy. This Policy is in fact not an ****************** I was also given false Information regarding out -of -pocket expenses. I was immediately charged on my debt card 2 charges, one for $109.97 and another for $348.07 despite the start date of coverage being 2/25/23.I did some research and did not feel comfortable with what I read including several complaints to BBB from others. I then cancelled the Policy on 2/17/23 and did receive an email confirming which indicated that my refund would be expected if I was entitled. I never did receive a refund and when I called the company everyone I spoke to was extremely rude and stated I was not entitled to a refund because I cancelled after 30 days. This is their Policy that I copy and Pasted .30-DAY FREE LOOK We want you to be happy with your coverage. If you find that youve purchased your plan in error or its just not the right plan for you, you can cancel your plan at anytime within 30 days and receive a full refund on all premiums paid as long as you have not utilized the benefits and submitted a claim. Just give us a call and let us know how we can help! My complaint is that it does not indicate if it is 30 days from enrollment or 30 days from Policy start date ,I cancelled several weeks before the effective start of the Policy. I therefore was charged a total of $458.04 for a Policy that was never used. Myself and others are looking for help with this type of coverage because we are on a fixed income. The Policy was sold to me by ******************************* License #******** Thank youBusiness Response
Date: 03/17/2023
****************,
You are regrettably confusing First Enroll (your premium billing company)with your insurance agent and agency. We do not sell insurance. We have nothing to do with the sales process what-so-ever and we do not represent any of the products provided by your carrier ************************* Please be mindful when lodging BBB complaints as this is wrongfully misdirected and damaging to an entity who has done you no wrong.
Your insurance agent is ******************************* of *************. Please do contact them as they are the only ones capable of addressing and resolving your issues to your satisfaction. All cancellation and refund requests must initiate with them.
*******************************
*************
***************************************************************************
************ or ************
*******************************************************
Thank you.Customer Answer
Date: 03/19/2023
[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. Thank you for providing me the correct information. My apologizes for an innocent mistake .
Regards,
*****************************Initial Complaint
Date:03/13/2023
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.
I enrolled with this company for a health insurance policy. Brokers use deceptive tactics in selling this insurance stating it will provide healthcare coverage but Ive come to find out this is an accident and sickness plan, which was not stated to me when purchasing. I was told this functions as a true PPO plan. My premium is $481.76 per month and my effective date was January 16, 2023. After realizing this error in subscribing, I purchased a new policy and looked to cancel this one. I called on March 13, 2023 to cancel. They have already billed my account for the next month and wont refund my money even though my plan monthly start date is the 16th of every month. Im astonished that brokers are permitted to allow fraudulent and deceptive tactics to have people subscribe to these policies with no formal process even though its related to healthcare. I would like this pending charge of $481.76 canceled and refunded.Business Response
Date: 03/14/2023
*****,
We do not sell insurance and we do not have brokers, First Enroll only processes premium payments. Please contact your insurance agent for assistance with the nature of your complaint.Agency:
***********************************************************
************* ** 33062
************ or ************
*********************************
************************** or *****************************************************
Thank you
Initial Complaint
Date:03/07/2023
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.
Request refund of $503.47 I called FirstEnroll for an insurance provider. My agent, ***********************, promised me that all doctors and previous medications (with the exception of one) would all still be covered and in-network when switching to *********************** I was charged on 1/11/23 for $503.47 for the first month + activation fee. ***** assured me that I had 30 days from when my insurance started to "look around and make sure it worked." My insurance plan started on 2/1/23.I went to the doctor on 2/8/23 for a routine procedure and after they tried for over 30 minutes they couldn't get my insurance on the phone and couldn't verify my benefits. I ended up paying out of pocket with the intent to send in the claim. I sent in the claim request on 2/13/23 to no less than 3 different email boxes, only to be told to send in a physical copy of the claim, which I mailed on 2/21/23 I went to the doctor again on 2/27/23 and the doctor again could not get the insurance to answer. They called for FOUR days, before calling and asking me what I wanted to do. I finally told them to bill me out of pocket and I'd settle with my insurance. I called my insurance provider several times and still didn't get an answer. FirstEnroll then billed me for an additional $378.47 on 2/27/23 for my second month. I finally called FirstEnroll instead of the "insurance number" and asked for a refund. The agent refunded me the $378.47, but refused to refund the $503.47, aka the ORIGINAL charge for the first 30 days. They claim that I'm lucky they even refunded the $378.47, because I'm outside of the 30 days (Feb 1st-Mar 2). It's March 6th, so yes, I'm *technically* outside of the 30 days, but I've tried for 4 weeks to get an answer out of them, and it's only after I'm "outside of the 30 days" do I get an answer that they can't help me.Business Response
Date: 03/09/2023
************** for the portion of your complaint referencing product claims made by your agent ***********************, you would need to contact *********************: ************************** phone: ************ email: **********************************. Mr. August does not work for First Enroll, we are simply the premium billing company.
For complaints regarding the product that you selected or claims that you have submitted you can also reach out to your Insurance Provider ******** ************************************* *********************************************************** 33432 *************.
From a Billing perspective however I can confirm that both premiums that you paid were already refunded. March 6, 2023 $503.47 was refunded at 4:27pm & March 6, 2023 $378.47 was refunded at 3:44pm.
Thank you
Customer Answer
Date: 03/09/2023
Complaint: 19548011
I am rejecting this response because:Since there is no "well it's kinda fixed, and I want it to stay that way option." I'm rejecting the response to keep this claim open a bit longer.
I was only refunded because I called my credit card company to dispute the charge after how your customer service team refused to help me and refund the money. I am still awaiting a response on the result of the dispute. Provided that I keep the refund, then I have no problem closing this case.
Also, it's Miss not ************* very much.
Regards,
***************************
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