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:02/28/2023

  Type:Billing 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.

  Feb 16: Purchased a policy, with the initial payment to be charged to my card on 2/28. Was told what the rate would be. Received email while on the phone & the payment to be taken out in future monthly installments was $75 less. I was told it was because "hospital coverage" was withdrawn separately. I thought it was weird but what did I know?Feb 27: I thought I'd be losing my job so I called to see if any coverages could be dropped. Was told AD&D could be dropped to save $79. I didn't know AD&D was on the policy, let alone for an additional fee! Was told it would impact the initial payment.Feb 28: I received a text at 4:25am that the 1st payment declined for unknown reason. I decided just to cancel because I was starting not to trust this company anyway. I called & got the run-around & was told that they tried to process at 6am - lie! When I complained about the coverage that I didn't ask for, the man "helping" me said "we just removed it" & paid no mind to the fact that had I not called in to reduce coverages I wouldn't have known it was on there! I told him multiple times, do NOT attempt to charge my card again. He acted like, "why would we, the policy isn't active because you didn't pay". He was talking around me, over me, above me, under me...he would not simply say that he would get the policy cancelled and that no payments would be charged. I eventually ended the call with the demand to cancel & refrain from future payments. A little while later I received a Welcome email with the amount to be charged to my card for $75 less (see previous reference to this). I checked my bank account and they DID charge my card again, but for the entire amount in one withdrawal - and the $79 that was supposed to come off. Of course, now I can't get through to them! I only figured out later that I would have to file a complaint through the enrolling agency, which is separate from the insurance agency. How confusing!!

  

  Business Response

  Date: 03/01/2023

  ************************,

  The bulk of your complaint is regarding the product you purchased (we are not the provider) and the information that you were provided regarding coverage (we are not your sales/enrollment agent). All requests for modifications or cancellations are ultimately processed through your insurance agent, so at this time, we have nothing to offer you because your grievances are totally misdirected. First Enroll is a premium collections company, so we process your payments and offer customer service support through a call center, but your case called for transferring you to your sales agent for assistance. What I can provide is the following: Your sales/enrollment agent is ***************************** of **************************. Phone ************. Email ******************************. Address: 4701 ************* Suite 445 ************* ** 33064.

  All of your grievances would be ******************** jurisdiction to assist you with. If however you feel you are not getting the service and cooperation that you desire, there are some ways that we can intervene and advocate on your behalf. Your insurance agency is a separate entity entirely, and while we have no control over how they do business, we can assist by making your dissatisfaction known to the provider. We are subcontracted directly by your provider to process billing and the agents are sub contracted by your provider to sell their products. While we work in different areas within the process, we do both have the providers ear and we can communicate your frustrations. 

  At this time, I will ask you to contact ****************, make your requests and grievances known to him and then let us know if you feel the matter was managed properly on your behalf. You must first provide your agent the opportunity to assist, after that we can involve ourselves should that be your wish.

  Thank you.

• Initial Complaint

  Date:02/24/2023

  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.

  On 2/20/23, I applied for insurance with this company. On 2/21/23, I called and emailed to cancel the policy, which was supposed to be done that day. This morning 2/24/23, they took $435 out of my account which now I'm $58 overdrawn. So I have been calling them for 1 1/2 hours and they have been hanging up on me on purpose. Now they tell me they cancelled the policy but I still won't get my money back for several days. I have a 10 year old and I can't even buy food now. Please help me.

  

  Business Response

  Date: 02/27/2023

  Ms. *********,

  Upon reviewing your account, I see that the policy you implemented began 2/21/23, your cancellation request was lodged with your insurance agent on 2/24/2023 and both your cancellation and full refund were granted on 2/27/23. This is all within the standard operating timeframe, and your funds were not held up unnecessarily. Our customer service representative was merely explaining that time line to you as a courtesy. l unfortunately do not see how your decision to purchase insurance was not factored into your grocery budget at that time or how any of that could possibly First Enroll's fault, but I am glad to see that your requests were handled by our team appropriately. To briefly reiterate, your refund request was honored and processed accordingly and those funds are now within the control of your banking institution. 

  I additionally played back your customer service calls with ********************** and have no record of anyone hanging up on you. I do not wish to speculate irresponsibly, but for all cancellation requests our customer service representatives are obligated to connect you with your insurance agent. In the event that that is who hung up on you, I ask that you understand that we are two separate companies. 

   

  Thank you. 

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 19491660
  
  I am rejecting this response because:
  
  They are switching the truth around.  I was hung on twice while they had me on hold believe that or not I don't care. When I went to search insurance I put kynect in the search engine and this company was the first thing that popped up and my stupidity I didn't double check .  Supposedly they had my best interest in mind when they sold me a policy I didn't even need in the long run.  Then when I realized what had happened I called back within a day and canceled the policy effective immediately.   Three days later they took $435 out of my account that I was not expecting to be done because I had canceled the policy.  That is why I didn't have grocery money because the money was not expected to come out.  And then I'm broke now and they tell me it's going to be 7 to 10 business days to get in back in my account.   I don't care how many phone calls you pulled up and listened to, you only have half the truth. I just want my money back that's all.  I don't need you talking to me the way you did in your last letter.  I'm not some stupid woman.  Very, very poor customer service,  especially from your letter.
  Regards,
  
  ********************

  

  Business Response

  Date: 03/06/2023

  First Enroll did not "sell you a policy" as we are a billing company only. We do not sell anything nor are we a part of the sales process for any other entity. Your insurance agency that sold you your policy is ******************** & your agent is ************************** 

  Phone - ************ or ************. Email - **************************** or *********************************. No one here regards you as stupid in the least, nor are we talking down to you. We are simply trying to first understand your grievance and second ask you to understand that you are aiming your complaint at the wrong business in your BBB Complaint.

   

  Thank you. 

• Initial Complaint

  Date:02/13/2023

  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.

  "************************" billing managed by "First Enroll" - Jan 8th I obtained a health insurance plan and advised the agent that I was waiting on approval for ********* I was told both verbally and via email that I could cancel within 30 days with a full refund (if no claims made - which there was not) if I needed. The official start date of the insurance was agreed as "Jan 10th". I was approved for ******** and attempted to cancel the Insurance plan the week before my 30 day deadline. The number that the insurance agent (name: *********************) provided me turned out to be a disconnected number. There was no way to cancel online and when I then attempted to call a general number it took me to the 33 day **** to finally get someone on the other end of the line. They refuse to give me a refund on either the initial payment of $367 and then a second payment for $268 for the second month. I understand that I was 3 days over the 30 day refund window, however the number provided to contact my agent and any ability to contact my agent at all was at best, completely misleading and at worst, completely false. Further - they use a 3rd party billing company which they state I must go through to approve a refund. This company further makes it incredibly difficult to cancel as they are "sold" as: "True Health 1 plan", from "************************" but billed by "First Enroll". Their conduct is predatory at best.

  

  Business Response

  Date: 02/14/2023

  ********************,

   

  I detect your frustration, but I am afraid the details that you have laid out in your complaint do not make sense. If you can not get a hold of your agent for cancellation however, I can be of assistance to you. Please advise if I may call you and at which number best suits.

   

  Thank you,

  FE Legal Department

  Customer Answer

  Date: 02/20/2023

  [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 I have since received a full refund from the company - so no longer wish to pursue any complaint.  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:02/13/2023

  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.

  First Enroll is a scam of an insurance provider. The don't tell you what is being covered and charge you separately for discount programs you were nor aware of and did not need. Then when you try to call the ************** phone number they disconnect the call. However if you contact them via email you get an immediate response. If you are able to get someone on the phone they are rude and give you the run around. I regret signing up for Health (independent) Insurance through them.

  

  Business Response

  Date: 02/13/2023

  ********************,

  First Enroll IS NOT AN INSURANCE PROVIDER. We are billing premium company and you did NOT sign up for anything through us, so your regrets are misdirected.

  Your insurance agent and agency (who sold you the plan and explained the product you were buying) was: ************************* of ****** & Associates ************ & ************.

  Your insurance provider is *********************** Please contact your insurance sales agent for ALL complaints relating to the policy you were sold. If you are confused about anything else, please let us know. We would rather help you understand then have you lodge false, inaccurate and uniformed BBB complaints against us when we have nothing to do with your issues. 

   

  Thank you!

• Initial Complaint

  Date:11/21/2022

  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.

  Stopped Mefucal Benfits August 15, 2022. Called ********** Whom Stated, They Never Stop Electronic Transfers, Debts At All. Immediately Contacted First Enroll At ************. Agent Didn't Attempt To See If They Had Entered ************** Account Or Routing Number. Request They Information Be Placed Online For Business And Ethics Consumer Affairs Violation.

  

  Business Response

  Date: 11/22/2022

  Good Morning ******************,

  Upon review of your account, it appears that you initiated your first policy on 03/16/2022 and concluded it on 09/15/2022, but then initiated a second policy for which you were being billed. Please let us know if that was your desired intention and we will assist.

   

  Kind Regards,

   

  First Enroll

  Customer Answer

  Date: 12/05/2022

  
  Complaint: 18448949
  
  I am rejecting this response because:No more contact from them via phone or email.  I've no insurance from them.
  
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/05/2022

  Please advise as to what you want.

   

  Thank you

  Customer Answer

  Date: 12/09/2022

  
  Complaint: 18448949
  
  I am rejecting this response no reason to stop  account, then charge me to restart, knowingly call to get money from existing client. 

   

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

  

  Business Response

  Date: 12/12/2022

  ******************,

   

  All billing directives are assigned by your insurance agent base on conversations between the two of you. That is who you would need to discuss that stop/re-start scenario with.

  If there is something related to First Enroll that we can be helpful with, please advise and we will do all that we can to assist.

   

  Thank you. 

• Initial Complaint

  Date:11/15/2022

  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 signed up with ********************************* yesterday for health insurance. He sent over documents to sign and I never got a copy of them. The number I called ( which he said is a direct line to ******* could call anytime with problems) ************ ext : **** goes to a calling center.. which they put me on hold 12 different times up to 22 minutes which ended in the call being disconnected. I was finally able to speak with **** L in the billing **** at ************ who told me that they dont send over signed documents until the payment is processed. She told me I opted for a ACH payment and then said which everyone knows that ACH payments take **** business days to go through which is like common knowledge although, I never got the option to choose what kind of payment I wanted. She told me she was looking into things and j asked not to be on hold to which to replied thats why I I didnt put you on hold, thats why you can probably hear me breathing while Im typing then continues to do two big dramatic and extremely unnecessary breaths into the phone. This isnt the insurance company, this is the BILLING company. I have no log in info to the insurance company nor do I have any of the documents I signed. When I asked for them, she sent over blank unsigned documents due to the fact, my payment hasnt posted so therefore I cannot have any of that yet??? I have contacted 5 different numbers and have gotten no where. ************, 877-310-8339, ************, 888-762-2265. From this Ive learned to avoid any company using first enroll for a billing company.

  

  Business Response

  Date: 11/16/2022

  ******************,

  The whole of your complaint is about your insurance agent, not First Enroll. To place blame on an entirely separate entity and post a damaging BBB performance review is slander and in no way helpful to resolving your issues. We recommend that you manage the problem directly with the correct party. Your agency is Tobias ***** Associates and your agent is ***********************. These are the numbers that we have for ****************, but as HE DOES NOT WORK FOR First Enroll, we trust you understand that we have zero control over his responsiveness to you.  ************, ************, ************, *************************. First Enroll does manage the patient portal on behalf of the carrier in addition to processing member premiums. All of the documents that you claim you have never received are in that portal. The welcome email that we sent to you, which included the portal link and your login credentials, was received and opened by you on 11/15/2022 at 11:24:58 AM. Consequently your claims of having no login information, no access to policy information and no access to your signed documents are all 100% false. While reviewing your account, we see that you have been successfully in contact with our customer service department at ************ on more than one occasion, so that phone number is clearly valid and has worked for you. To date both of your payment attempts were declined, so there is no payment to be considered for refund. 

  If you have a service request that is applicable to First Enroll, please contact our customer service team.

  
  Thank you,

  First Enroll, LLC

  Customer Answer

  Date: 11/16/2022

  
  Complaint: 18406692
  
  I am rejecting this response because: the agent that I signed up with is *********************************. I never spoke to a *****. My complaint is not just for my agent it is for the company FIRST ENROLL. **** L in the billing department was rude and not professional at all. I was a licensed life and health agent myself. I know how health insurance and health insurance companies work. I already put in a request with **** L to cancel my policy. She told me there was a note in the system to cancel once my payment posted. Which it has posted so I expect a refund by next week. I have already contacted my bank.
  
  
  
  Regards,
  
  *************************************

  

  Business Response

  Date: 11/16/2022

  **********************, 

  Please specify the request in your initial complaint so that we may address it. Regarding the *** payment noted in your reply - we show that transaction status as incomplete. Our compliance manager will be reaching out to you shortly to safeguard your privacy.

   

  Thank you, 

  First Enroll, LLC

  
  

• Initial Complaint

  Date:10/21/2022

  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.

  The date of the transaction was 08/01/22 for the amount of $211. This *** was automatically deducted from my bank ATM account (stolen) without my permission. I discovered this when I received my bank statment dated 08/19/22 from *************** This is a case of pure theft and I have not been in touch with the company since they already have a dishonest reputation. There is no tracking number available accept my debit card number which is in my name *********************** with *****"s office in ********, **. I would be very happy to be simply reimbursed for $211.00.

  

  Business Response

  Date: 10/25/2022

  Good Morning **************,

  Can you please provide a member ID number so we may look into this further on your behalf? I do not see you in the system. First Enroll is the billing agent, however you would have supplied a method of payment to your insurance agent (separate business entity) to initiate any policy and you would have also signed an application authorizing premium charges. Please let us know all of your pertinent policy information and we will happily look into this for you.

   

  Best Regards,

  First Enroll

• Initial Complaint

  Date:10/03/2022

  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.

  Non disclosure took 423 out of my bank account without my permission didn't disclose this said 125 423 is a far cry from 125..depleated my account & almost couldn't cover a auto draft car insurance payment from what they did ..they are a rip off and should've reversed the charges immediately after I immediately called back & complained ..I NEED that money back today not **** business days nor should I have to wait took them 2 seconds to take it ************** adds charges you didn't agree to they are a fraudulent health insurance so called agent I want my 423 $ back TODAY ...They also added to the so called policy without my knowledge that's a serious problem

  

  Business Response

  Date: 10/04/2022

  Good Morning **************,

  We am uncertain as to who "non-disclosure' is but I was able to locate your account. Please understand that First Enroll is simply the billing company. Your insurance agency - ************* - was the billing party, not us. That being said, I do see that your agent refunded the $423 charge on September 30th and closed out your policy. Please feel free to confirm the refund with your banking institution and let us know if we can be of any further assistance to you.

  Kind Regards,

  First Enroll. 

• Initial Complaint

  Date:09/26/2022

  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 got health insurance through first enroll paid 211 for 1 year went to doctors that were supposed be covered under their plan did not cover any bill. Called them numerous times and was passed from representative to another and nothing was solved this went on for months. I requested that they reimbursed the monies I paid so I could pay the bills that were outstanding because the policy was bogus and didnt cover anything. very upset. I was very upset that it took months to get through customers service before they did anything. It was clear that I was scammed out of money for no coverage. They reimbursed me ***** but would like more if adjustment but could only get that because it took so long to get this settled and some of the bills went to collections and could reign my credit. I think I should have gotten most of money back.

  

  Business Response

  Date: 10/11/2022

  Good ********************************************************** does not sell insurance nor did we sell you insurance. I am sorry for any confusion, but we are just the premium billing company. Your Insurance Sales agent is *********************** of Optimum Health Associates ************. However, we were able to pull your account and saw that refunds have already been credited back. Please see the provided refund transcript. If there is anything further that we can assist you with please let us know. ************.

   

  First Enroll

   

• Initial Complaint

  Date:09/24/2022

  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.

  The healthcare policy from First Enroll was purchased for someone else but I have been paying for it for over a year. Recently, I found that another party has also been paying for it . I attempted to contact the company but to no avail. I have now been charged another month so I turned off my card. My attempts to contact the company have taken me nowhere. They have been collecting double payments for the same policy for well over a year and I would like to be reimbursed.

  

  Business Response

  Date: 09/27/2022

  ************, 

  First Enroll **************** support center is open 5 days a week 9am-5:30 pm. The number is ************ - getting a live representative should be no issue.  As you are not in the system and have not provided the name or member number for the person allegedly covered, we have no way to research this case for you. However, double billing is quite literally NOT POSSIBLE within our system. Each policy can only be billed one premium payment per month, so please be assured that the scenario that you are suggesting can not happen under the safety billing standards that we have in place. 

  Please have THE MEMBER call the number provided above, as we can only speak to the person named on the policy as per current HIPPA laws, and we will happily look into the matter and provide the policy holder with all of the information that they require.

   

  Many Thanks,

  First Enroll