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:01/17/2025
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.
On November 1, 2024, my husband and I were sold what we were led to believe was Blue Cross/Blue Shield health insurance. We tried discontinuing the service wherein we were told misleading information, as well as misrepresenting their service again as Blue Cross/Blue Shield coverage. When I attempted to use the insurance, no provider had ever heard of them. When I tried to again cancel the coverage, I was lied to again about it being Blue Cross/Blue Shield. I have a recording of this. They have refused to refund our money. We paid $62.95 on January 2, 2025 for affordable prescriptions, which turned out to be a discount card that offered no real discount. On December 29, 2024 we were charged $314.53, on November 29, 2024 $314.53, and on December 2, 2024 $62.95 again for prescription. This was in addition to the $342.03 on November 1, 2024 to start the plan. They have refused to refund our payments even after finding out that theyre a scam organization.
Business Response
Date: 01/21/2025
Dear ********* ******,
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as *************************************. Specifically, the plan in question was facilitated by their sales agent of record, ***** *****. We understand your frustration and sincerely apologize for any inconvenience you have experienced. FirstEnroll as a billing third party administrator of plan premiums does not participate in the sale of products, benefits, or processing of claims.
After a detailed review FirstEnroll finds that the consumer did call in to cancel in November 2024, however per the request from the agent on 11/19/2024 "the consumer elected to keep the product, remove hold" and the cancelation hold was removed placing the product back in active status. Ms. ****** also called in January to inquire about the benefits for the policy. FirstEnroll as a billing third party administrator of plan premiums has limited information and can advise only when the consumer calls our number and we transfer to the agency. FirstEnroll has no knowledge of the agency advising they are another carrier. As the cancelation in January is outside of the 30 day free look period at this time, based on the information we have, there will be no refund processed by FirstEnroll. We would suggest that Ms. ****** follow up with the *********************************** directly at ************ or *********************************
As the policy cancelation was officially selected on 1/13/2025 the policy will terminate at the end of the billing cycle on 2/1/2025.
FirstEnroll welcomes Ms. ****** to submit the recording of the Agency/Agent advising they are ********** Blue Shield for further investigations.
If you require further assistance or have additional questions, please do not hesitate to contact our ************************** at ************, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
FirstEnrollCustomer Answer
Date: 02/10/2025
My original complaint ID is ********. The case was closed in January. Since that time, I contacted the West Virginia Insurance Commissioner. The company has since refunded in full for the amount paid for their fraudulent services. Please update claim. Thank you, ********* ******
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:01/06/2025
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.
I have been paying for my medical insurance to them since 2023 and my insurance has not been active since November 2024. Despite this, they are still billing me $96.98 a month. When I called to ensure my plan was cancelled and I'd be refunded the money they billed me for a week ago, they said they couldn't issue refunds and that my cancellation wouldn't be effective until the end of the month. That means that for providing absolutely zero service to me since October 2024, they have taken $291. I should be refunded for payments made at the end of October, November, and December 2024, but the representative said the system "does not allow them" to issue refunds following the 30-day money back guarantee period, even if you cancel the plan or aren't receiving a service since your insurance isn't active.Business Response
Date: 01/07/2025
Dear ******* ******
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as ******** ****** ********. Specifically, the plan in question was facilitated by their sales agent of record, Robert R*****. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
Upon review FirstEnroll does not have a record of you reaching out directly to us until the call on 1/6/2025 in which we transferred you to the agency for cancelation. Your policy active dates are from September 1, 2023 - January 31, 2025. If you had a policy separate from the Complete Care Plus it is possible you contacted that carrier.
The cancelation request was processed on January 6. 2024 and as such the product canceled at the end of the billing cycle.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ************, available Monday through Friday from 9:00 AM to 5:30 PM EST.
We value your feedback and appreciate the opportunity to address your concerns
Sincerely,
FirstEnrollCustomer Answer
Date: 01/07/2025
Complaint: ********
I am rejecting this response because:
I obtained health insurance through this company and despite terminating said health insurance on November 1st, not residing at the address or in the state on file anymore, you still think I have a “multi-policy” and refuse to refund me for the past three billing cycles during which no service was provided. This is a scam company that should be investigated.Initial Complaint
Date:01/06/2025
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.
12/27/2024 I was scammed they sold me a red light device to get rid of wrinkles and the device is fake. I took it to a doctor at a ******* and they told me it will not work at all. They are a scam place and will not refund the money. I will be contacting the Attorney General in ****** and ******* Casino. I also said I am willing to go on TV about them.Business Response
Date: 01/06/2025
Dear ****** *****,
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as ************************. Specifically, the plan in question was facilitated by their sales agent of record, ***** ******. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
FirstEnroll does not sell any red light wrinke devices and is not associated with Harra's Casino. It appears this complaint may have been misdirected. If this is not the case please do not hesitate to contact our ************************** at ************, available Monday through Friday from 9:00 AM to 5:30 PM EST.
We value your feedback and appreciate the opportunity to address your concerns
Sincerely,
FirstEnrollCustomer Answer
Date: 01/06/2025
[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. I did not mean to send this to this company
Regards,
****** *****Initial Complaint
Date:12/16/2024
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 Saturday, 12/14, I called this number ************** and when they couldn't help they transferred me to *************** I stayed on the phone with CSR, Siene B***** for almost 54 minutes. After paying $134.99 she provided me with a Confirmation code: *******. Before giving her our DOB, SSN and home address I was under the impression they worked for Healthcare.gov because I was trying to sign my children and I up for Medical insurance before 12/15. Ms. B***** assured me that I was purchasing **** Silver Medical Plan; but that was the exact opposite and I was unaware until she sent me my last email which stated "this isn't an insurance plan". I spoke to Ana on 12/16 at ******* ******** who told me she'd make a note because I told her that I wanted to file a complaint against Ms. B***** for giving false information. She told me to call ************** and when I did I spoke to Charles who transferred me to Ms. B***** at ext. ***, when I advised her that I no longer wanted the service since she lied and sold me a discount plan and not Medical insurance with ********* *********** she got mad and hung up in my face. I called back and explained to Charles what happened and he too hung up in my face. Ms. B***** took my SSN as well as my kids. She invaded my privacy by selling me false information and now I don't feel comfortable.Business Response
Date: 12/19/2024
Dear ******* ********
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as Affordable Senior Health. Specifically, the plan in question was facilitated by their sales agent, Steven K****** We understand your frustration and sincerely apologize for any inconvenience you have experienced.
Our Quality Assurance team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols.
As per your request, I can confirm the product has been canceled and have issued a complete refund. Attached, you will find the receipts for your refund. Please note that refunds may take up to 5 to 7 business days to reflect in your account, depending on your financial institution.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ************, available Monday through Friday from 9:00 AM to 5:30 PM EST.
We value your feedback and appreciate the opportunity to address your concerns
Sincerely,
FirstEnrollCustomer Answer
Date: 12/19/2024
Complaint: ********
I am partially rejecting this response because: a pair of lips will tell you anything. And I've already been lied to a bit so I'm on defense due to this; yet I really do appreciate your apology and also thankful that the Sales Rep & CSR will be discipline. But, if you'd be so kind to check back with me in 5 to 7 or 7 to 10 business days to confirm that the $134.99 was refunded. Then I'll be able to fully accept.Kind Regards,
******* *******Initial Complaint
Date:12/12/2024
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 provide banking and payment information to pay for my premium, but they continue to state that my payments DO NOT WORK. they constantly threaten that my policy will be inactive if i dont take care of this payment. I HAVE TWO DIFFERENT FORMS OF PAYMENT IN WHICH THEY CHOOSE NOT TO PROCESS. their ACH system apparently has a glitch and that falls under the customer to get the late fee and the return check charge. i am being robbed from this company and they are poor with their customer service handlining. i have been hung up on, yelled at and berated when THEY HAVE MY PAYMENT INFORMATION. i do not trust these people at all and they REFUSE TO REMOVE MY PAYMEN INFORMATION.Business Response
Date: 12/16/2024
Dear ***** ******,
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members.
Based on what our records show, your 3rd payment method on 12/12/2024 was successful and is the only amount that was successfully charged for December. FirstEnroll is unable to remove payment methods on file, as we need to have a record of where each payment was pulled from, when, and the authorization we had to do so. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
If you require further assistance or have additional questions, please do not hesitate to contact our ************************** at ************, available Monday through Friday from 9:00 AM to 5:30 PM EST.
We value your feedback and appreciate the opportunity to address your concerns
Sincerely,
FirstEnrollInitial Complaint
Date:12/09/2024
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.
Bottom Line: We called and cancelled the health insurance on November 7th and the company kept no records of this conversation, did not update the system with cancellation, and continued to take money from our account.
Timeline of events:
November 6th - We called and signed up for insurance.
November 7th - We discovered the insurance did not cover preexisting conditions. We then called the insurance back (###-###-####) on November 7th, 12:13pm EST for a conversation that lasted 18 min and 1 sec. In this conversation, we gave verbal confirmation to cancel and reimburse us for the first payment that was taken out of our account. They agreed. CANCELLATION ATTEMPT #1
December 4th - Second payment of $287.59 was taken from our account without authorization.
December 5th - We called and spoke with Andre (###-###-####) at 2:24pm EST to understand the situation. He informed us that there is no record on their end about a phone call cancellation. They have no recording for the phone records that show we called and spoke to them for over 18 minutes. We asked for cancellation again and reimbursement. We were informed it would take several days to review. CANCELLATION ATTEMPT #2
December 9th - We called back and spoke with both Andre and Cory (###-###-####). They said our request for reimbursement has been declined and that we still have not cancelled. We were able to finally receive confirmation of cancellation via email. Verbal confirmation should be available on phone recordings and they have not kept the records. They are refusing to reimburse us for the unauthorized payments. CANCELLATION ATTEMPT #3
I am now formally filling out a complaint and requesting reimbursement for the unauthorized payments totaling $625.18. All phone records will be uploaded to this complaint showing calls were made to the company. They conveniently have no recordings of the calls that were made as shown by the provided screenshots.Business Response
Date: 12/10/2024
Dear ******* ******
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as ******* ****** ******** ***. Specifically, the plan in question was facilitated by their sales agent, Kyle K***. We understand your frustration and sincerely apologize for any inconvenience you have experienced. Please rest assured that we have taken immediate action to address your concerns.
Our Quality Assurance team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols.
As per your request, we have canceled your plan in full and issued a complete refund. Attached, you will find the receipts for your refund and cancelation. Please note that refunds may take up to 5 to 7 business days to reflect in your account, depending on your financial institution.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
We value your feedback and appreciate the opportunity to address your concerns
Sincerely,
FirstEnrolCustomer Answer
Date: 12/10/2024
[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 taking the time to respond professionally and thoroughly, and for a speedy resolution of this matter.
Regards,
******* *****Initial Complaint
Date:11/21/2024
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.
My son, ****** ******* was signed up for health insurance following a hospitalization. I paid 422.98$ for the first month of health care coverage that would start on 8/6/2024. 20 minutes after we signed up his social worker called and said **** was eligible for FREE coverage through MN state. I immediately called First Enroll back THAT SAME DAY and canceled. I was told I could not cancel until I had a new coverage number and that I had 30 days to provide this. I called back on 8/26 with the new number and was told I would be refunded. Not only was I NOT refunded, I was charged 322.98$ for September. I called on September 4th to report that not only was I not refunded for August and that I was now billed for September and was told that I would be getting refunded both amounts. 9/27 I called to say that I still hadn't received a refund and was told it could take up to 10 business days. 10/4 AGAIN I was charged 322.98$ for OCTOBER now. I called on 10/4 and was told that I would be getting a refund. I was refunded eventually for OCTOBER. I have not been refunded for August and September despite multiple calls and reassurances. Today I spoke with Brittany who told me I was only eligible for a refund for October as that is when I canceled. This is when I decided to try to go through BBB. This is absolutely ridiculous and I feel First Enroll is a predatory business. This is all from a suicide attempt and hospitalization for my son, this is just not right. I would like First Enroll/True Health to refund me the initial 421.98 for August and the 322.98 for September as I called to cancel NOT 20 minutes after getting the policy.Business Response
Date: 11/27/2024
Dear ****** *******,
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as ***** Teams Insurance/**** ******** Consulting Inc. Specifically, the plan in question was facilitated by their sales agent, Alberto O. We understand your frustration and sincerely apologize for any inconvenience you have experienced. Please rest assured that we have taken immediate action to address your concerns.
Our Quality Assurance team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols.
As per your request, we have issued a complete refund of August and September premiums. Attached, you will find the receipts for your refund. Please note that refunds may take up to 5 to 7 business days to reflect in your account, depending on your financial institution.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
We value your feedback and appreciate the opportunity to address your concerns
Sincerely,
FirstEnrollCustomer Answer
Date: 12/04/2024
[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:11/06/2024
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.
They had me pay for a service i never received and will not answer phone calls or emails. I would like to have my money refunded and cancellation.Business Response
Date: 11/13/2024
Dea* *** ******
Thank you for reaching out, and I’m truly sorry for the frustration you’ve experienced.
Our records show that you called our Member Services line on November 6, 2024, to request the cancellation of your plan. At that time, our representative placed your plan on a billing hold and forwarded your cancellation request to ****** ********* ******—the agency where your plan was purchased—for final processing.
I’m pleased to confirm that on November 8, 2024, ****** ********* ****** completed the cancellation and initiated a refund. Copies of the refund documentation are attached to this message for your records. Please allow up to 5 to 7 business days for the funds to reflect in your account.
If there’s anything further we can assist you with, please feel free to reach out to our Member Services team at ************, available Monday through Friday, 9 a.m. to 5:30 p.m. EST. We are here to support you.
Warm regards,The FirstEnroll Team
Customer Answer
Date: 11/13/2024
[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:10/29/2024
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.
Sept. 12, 2024 wife signed me up with ******************************** with Ianthe first payment $523 was on 9/13/24 with a 30 day waiting period before I can use the insurance..was told my plan covers everything from including prescriptions..second payment came out on 10/12/24 for $411on 10/28/24 called benefits on my insurance card because I was going to see an endocrinologist and wanted to make sure if the coverages and was sick to find out all I had was a hospital visit with horrible coverage the agent told me I have NO coverages on doctors, lab, medicine nothing I have a very minimal hospital coverage and that is it! I then called to cancel my insurance with First Health and they tried telling me that the agent from benefits gave me the wrong info which was a lie and was going back and forth and finally canceled my policy BUT the automatic monthly payment was on my credit card and had to totally close my credit card account because this company is so shady Im sure they would still charge my card and it just for me easier than to fight for refunds..I was lied too about coverage and i want a refund from First Health LLCits the was fraud! They take advantage of people who need healthcare and lie to them! They got over $900 in 2 months and knowing I didnt even have coverage that is horrible! They need to be stopped! Please please do not use this company they have a few names First Health and instaquote if it seems to good to be true it probably is!!!!Business Response
Date: 11/14/2024
Dear ***** Hito,
Thank you for reaching out to us, and Im truly sorry to hear about your experience. We understand how frustrating it must be to have encountered such issues with your insurance coverage, especially when you trusted the information you were given.
First, I'd like to clarify that FirstEnroll is a third-party billing administrator and does not sell insurance or directly manage the policies you enrolled in.
I understand that you enrolled with ************** through an agent, Im sorry to hear that there was confusion and miscommunication regarding your benefits.
As youve mentioned, you requested to cancel the policy, and we understand that this process was frustrating. We take your concerns very seriously and are committed to ensuring that our customers have a clear understanding and the support they need.
Regarding your refund request, there is a 30-day money-back guarantee as part of the terms of service. Since you initiated the cancellation after the 30-day period. We cannot issue the refund.
We are truly sorry for the inconvenience this has caused you. If you need any assistance in navigating the refund process or if you need additional information. Please feel free to reach out to our *************************** Monday through Friday 9 AM to 5:30 PM EST at ************. Were here for you every step of the way.
Warm regards,FirstEnroll
Customer Answer
Date: 11/14/2024
Complaint: 22486228
I am rejecting this response because: I was promised that I had full coverage medical insurance including prescription costs and it was a total lie and I was taken advantage of this is not fair considering I paid for insurance and didnt even have it!!!! How fair is that???
You tell me how you would feel if it happened to you or your parents? Im going to reach out to everyone that has been lied to and start a class action law suit because this is such a horrible company and they need to be stopped!
***** HitoInitial Complaint
Date:10/28/2024
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.
purchased health insurance from first enroll health plans I was told it is a ***** *** it is not the plan i was told it would be if it is even a plan at all i try calling and get no answer this is a scam and i want my money backBusiness Response
Date: 11/05/2024
Dear **********
Thank you for reaching out. We understand your concerns, and we'd like to clarify the situation regarding your health plan.
First and foremost, please be advised that FirstEnroll is a third-party billing and administration company. We only handle the monthly premium billing for the plan purchased. Our records show that you purchased the Good Health Distribution Partner 5 plan through ** ********* **** not directly through FirstEnroll.
We have also reviewed your account and can confirm that the plan was canceled and refunded on October 31, 2024. For your reference, we have attached the cancellation and refund confirmation email, along with the last receipt for your records.
Please note that refunds can take 5 to 7 business days to reflect in your account, depending on your bank or payment provider.
If you have any further billing inquiries or would like to speak directly with the agency that sold you the plan, please contact Member Services at ************ during regular business hours (Monday through Friday, 9:00 AM to 5:30 PM EST).
We hope this resolves any questions you may have, but please don't hesitate to reach out if you need further assistance.
Best regards,FirstEnroll Team
Customer Answer
Date: 11/06/2024
[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,
********* *********
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