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:07/04/2024

  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 have been paying for my medical insurance to them for a year come to find out my insurance hasn't been active since January 2024. Now I have medical bills I can't pay and they have been taking $96.98 a month still.

  

  Business Response

  Date: 07/09/2024

  Hello *******,
  Thank you for bringing this to our attention. We sincerely apologize for any hardship or confusion this has caused. Our notes show the ************* Plus was purchased back on November 9, 2023, with Adaptive Health Solutions,LLC and agent *********************.  Due to First Enroll being a third-party billing company, we have no access to any other plans your agency may have enrolled you in during this process. We are escalating this matter to our ***************** team and refunding you in full.  Emails for each refund have been forwarded. However,payment 2 for $96.98 will be sent by check to the address on file. Once the check has been issued an email receipt will be sent. Please be advised that a refund can take 5 to 7 business days to reflect to your account. Thank you.

• Initial Complaint

  Date:06/25/2024

  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 mislead me, much like many of the reviews here, to believe I was registering for Obamacare. I emailed to cancel and followed up with a call to cancel the same day I enrolled. No response from the agent, ****. They told me if it was canceled and if I get any mail to just ignore it. They also charged me when there should not have been any charge, according to someone I spoke with at the Marketplace, who explained to me these are agencies that often commit fraud and mislead vulnerable people to people they are signing up for ********* Due to the lack of cancellation, I am now facing a cancellation of my ******** coverage which is very disruptive to my health and well being. This company should not be allowed to operate. There should be an investigation to all of the agencies operating for the marketplace healthcare. The only website anyone should contact is the .gov. There isnt even a website for First Enroll that I can find now.

  

  Business Response

  Date: 06/26/2024

  We are sorry to hear you are experiencing difficulties. For clarification,First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums. We do not sell or solicit insurance nor are we an insurance agency. We are unable to speak to any representations that the agency or agent may have made to you and would have no knowledge of these communications. Unfortunately, the information provided in your complaint yielded no profile in our system. We would like the opportunity to discuss this matter further with you and hopefully find a resolution. Please call us at ****** Services ************ Mon-Fri 9am to 5:30pm est. for further assistance. Thank you.

• Initial Complaint

  Date:06/25/2024

  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 presents itself as a Healthcare Marketplace provider. I called to get a health insurance plan from “marketplace”. They told me Id have to pay $29.95 a month for this and authorize a monthly auto debit to get it. They said If receive ID cards in the mail before July 1 when my policy would go into effect. When I didn’t get the cards I called back. They said give them a little more time and assured me they would come. It’s now 4 days b4 my appt. I called again. I found out First Enroll is only a billing company and I have not purchased ANY HEALTH INSURANCE! I had to submit a letter in writing 15 days prior to my first bill to cancel. I did that. When I called again to speak to someone they said the complaint dept wasn’t open and that they worked from 9-5. It’s now 10 am and they r not answering the phone. As a result of this scam I will b without MEDICATION for 4 days since I moved my doc appt into the time frame which would “supposedly” b covered with my new health insurance plan—WHICH DOES NOT EXIST! I’ve sent a letter asking for my money back and to cancel. I’m calling my bank as well. THIS IS NOT A MARKETPLACE HEALTH INS PLAN!!

  

  Business Response

  Date: 06/25/2024

  A representative from First Enroll was unable to reach you
  by phone this afternoon and left a message to contact us. We’re sorry you are
  unhappy with the AME $500 plan that was purchased through ****** ****** *** and
  agent Richard H***** (FL license *******). Unfortunately, we are simply the
  third-party billing agency assigned to bill for this plan’s monthly premiums. First
  Enroll is a licensed, Third-Party Administrator for billing, the collection,
  and the remitting of insurance premiums. 
  We are not a marketing company, nor an insurance agency and we do not
  solicit or sell insurance or any other product.
  Our records show you called Member Services this morning at
  9:59 am and our representative placed your AME $500 plan on a billing hold and
  submitted your request for cancelation to ****** ****** ***. Agencies have up
  to four days to finalize a cancelation. During this time, you would not have been
  billed. We have gone ahead and refunded your purchase. Be advised refunds take
  5 to 7 business days to reflect in your account. The refund receipt and
  cancelation email are attached to this response. If you need to speak with your
  independent agency, ****** ****** ***, they can be reached at ***** ******** or
  you can call Member Services at ***** ********, Mon-Fri 9am to 530pm Est., and
  we would be happy to connect you to your agency. Again, we apologize for any
  misunderstanding there has been, and we look forward to helping you in anyway
  we can. 

  Customer Answer

  Date: 06/26/2024

  [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:06/25/2024

  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.

  First and foremost i searched for months to find my son (*************************) health insurance i thought finally i found something i can afford since i will be the one paying for this well i found out today after 6 mths he has no insurance and hasnt since 12/31/2023 yet money is still coming out of my account every month!! Like what am i paying for what have i paid for for 6 mths $219 a mth is alot when you live paycheck to paycheck im mad! My son needs his meds he is diabetic i feel like i have been ripped off im out all that money and now i have to figure out what to do for him it is unfair how this company is taking advantage for people

  

  Business Response

  Date: 06/25/2024

  We are extremely sorry you are unhappy with the plan that was purchased through Comprehensive Health Solutions and your agent *****************************.Unfortunately, we are simply the third-party billing agency assigned to bill for this plans monthly premiums. First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums.  We are not a marketing company,nor an insurance agency and we do not solicit or sell insurance or any other product.
  To cancel his plan, ****** will need to call ****** Services at **************, Mon-Fri 9am to 530pm Est. We will be happy to get that process started for him. 

• Initial Complaint

  Date:06/12/2024

  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.

  Hey there a scam they scammed me out of my f****** money promise me health insurance with no deductible try calling the number every time you call it says you have reached us after normal business hours you go to the website says this domain is for sale, after reading the paperwork it says it's a membership to business ******* of America and for members to log in at mymemberbenefits.com

  

  Business Response

  Date: 06/13/2024

  First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums.  First Enroll is not a marketing company nor an insurance agency and we do not solicit or sell insurance or any other product. We are unable to speak to any representations that the agency or agent may have made to you and would have no knowledge of these communications. I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency, A&J **************** LLC and agent *********************.  One of our representatives tried reaching out to you this afternoon and left a voicemail for follow up. Our records show your MyChoice Plan Low became active on June 1st and well within the 30day first look. Please give us a call at ****** Services ************** Mon- Fri 9am to 5pm Est, and ask for *****. 

• Initial Complaint

  Date:06/07/2024

  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 primary complaint is that a document was forged using my name. I was first contacted by the company via phone. The company is relentless calling from approximately 50 different phone numbers and close to 100 times in less than 24 hours. They are "selling" PPO health ********* plans. They would not provide any documentation on the plan benefits until a credit card number was provided but promised I would not be charged until I signed a policy agreement. I foolishly provided my credit card information so I could view the policy documents. After providing my card info I was sent a document to sign but no documents pertaining to policy benefits. I told the agent I was not comfortable signing the documents without additional information; I will not be signing anything and my card should not be charged, then the call was ended. About an hour later, I received an email with all of my application/enrollment information etc. I checked my credit card and I was charged for the policy $318 that I never agreed to. When I logged into the portal that was provided in the email, I found the application doc with a forged signature. I contacted the company and they are pending a full refund however forging documents is not an acceptable practice. The interactions and forging took place on 6/6/24 and customer service issued a refund on 6/7/24. The agent's name was **** ******* ***-***-**** ex. ***

  

  Business Response

  Date: 06/18/2024

  Dear Ms. ****,
  Thank you for reaching out to us. We understand your
  frustration and concerns regarding your agent Jose ******* (MA license ********)
  and ******* ********* ****** LLC. Our Quality Assurance team is addressing this
  issue with ******* ********* ****** LLC, and they will be taking appropriate
  action with Mr. *******. First Enroll is not a marketing company nor an
  ********* ****** and we do not solicit or sell ********* or any other product. First
  Enroll is a licensed, Third-Party Administrator for billing, the collection,
  and the remitting of ********* premiums. Again, we sincerely apologize for the
  actions of the ****** and thank you for bringing this to our attention.  Below you will find your ******’s contact
  information, if you wish to speak to them further regarding this issue. Thank
  you.
  ******* ********* ****** LLC
  (***) ***-****

  Customer Answer

  Date: 06/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Hi there, I appreciate your efforts to resolve this matter internally. With that said, I am still receiving repeated hourly calls from your company. I have added myself to the Do Not Call list and I would like my information removed from your company's call list. I do not want any further contact via phone. If you could please remove me from the call list then this issue can be resolved.
  
  
  
  
  
  Regards,
  
  
  
  ********* ****

• Initial Complaint

  Date:05/31/2024

  Type:Billing 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.

  This company called me to enroll in healthcare through the marketplace. I was explained I was being enrolled into ******** ****** ********** I desperately needed healthcare because I have asthma. I was told it would be 127.98 per month. I was confused by the two separate charges on my account from First Enroll and from ********* I only just now realized they are two separate entities because I enrolled in a different healthcare and Ambetter was cancelled but I was still charged 127.98. After calling Ambetter, the *********** and First Enroll, I learned that it was a different thing I have never utilized or even known about. It is a discount card to be used at very specific medical practices. This is not something I was aware of, used, or needed. I feel taken advantage of and lied to by this company considering the only explanation of benefits from this company was sent to a spam folder and I thought I was being covered by *********

  

  Business Response

  Date: 06/03/2024

  First Enroll is not a marketing company or an insurance
  agency and we do not solicit or sell insurance or any other product. We are a licensed,
  Third-Party Administrator for billing, the collection, and the remitting of
  insurance premiums. Our services to licensed agents and agencies are limited to
  providing support services and an enrollment platform. We are unable to speak
  to any representations that the agency or agent may have made to you and would
  have no knowledge of these communications. Unfortunately, your plan falls outside
  of the 30day first look and is not eligible for a refund. If you would like to
  discuss this matter further, please reach out to your licensed independent agency.
  Your agency was Comprehensive Health Solutions and your agent was Cory
  Harbinson. They can be contacted at the following number: ###-###-####. If
  your agency is unable to assist you, please contact our member support line for
  further assistance, which can be reached at: ###-###-#### or via email at *********************** for after hours support. Thank you.

  Customer Answer

  Date: 06/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I was advised by the representative that I was only enrolled for an insurance premium at the price I had been continued to be charged. After switching insurance services to a new provider with a $0 premium is when I realized this extra $127.98 was for something I did not know I had consented to. I would like to request a refund for the amount I was billed on May 28th 2024 of $127.98 since that is within 30 days and I am no longer covered by the insurance your institution had set me up with and I will not ever use this discount thing your agency has been billing me for the past year. Please be so kind as to reverse just the most recent charge. I am out of work and you have set me back almost $2000 unbeknownst to me.
  
  
  
  Regards,
  
  
  
  **** ****

  

  Business Response

  Date: 06/04/2024

  Hello ** ***** 

  The 30 day First Look only applies to your first premium payment, during your enrollment period. We've escalated your request and have refunded the May 28th payment for $127.98. Refunds can take up to 5 to 7 business days. A copy of your receipt has been included for your records. Please contact your independent agency, Comprehensive Health Solutions at ###-###-#### should you require further assistance. Thank you.

  Customer Answer

  Date: 06/05/2024

  [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 your courtesy.
  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:05/10/2024

  Type:Billing 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.

  I canceled my insurance And I have had ********** Blue Shield since January. And I just noticed they have been charging me a monthly fee of three hundred and seventy five dollars and ninety eight cents ever since I canceled. So not only have I been paying blue crush. Blue shield every month $,428. This company is also taking three hundred and seventy five dollars out of my account every month after I canceled

• Initial Complaint

  Date:05/07/2024

  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.

  On June 26th 2023 I purchased ****** care for my husband and myself with *** ***** *.
  On December 27, 2023 I called 1.***.***.**** and spoke to Ida/Iga to inform her that we wanted to discontinue our coverage as of January 31, 2024 as my husband would be starting ***icare on 2/1/2024 and I would be ******ing in a different plan because my doctor did not accept their insurance. I was told by Ida(Iga) that my payment on December 29th will cover me and my husband through January 31st and then the policy would be canceled.
  In reviewing my **** bill today (5/3/2024) I noticed I was still being billed by ***** ****** ****** plan for $485.97/mo.
  Today I called ***** ****** at ***-***-**** (provided in my **** bill) and spoke to Chris who transferred my call to the Supervisor Choline who then transferred me Iga in the cancelation department. Iga was able to refund the April charge and cancel the policy but they would not refund more than one month because they have no record of my phone call with Ida(Iga) on 12/27/2023.
  I took notes during that call and believe there is an error on their end, either a failure to record it or deleting it after the fact.
  I was also told that the fault is mine because I didn't catch the billing error sooner.
  The amount entered below reflects the payments taken in error dated 1/29, 2/29, and 3/29/2024

  

  Business Response

  Date: 05/08/2024

  After speaking with Mrs. *******, it was brought to our attention that the member had contacted her agency, ******** ****** *******, back in Dec to cancel her plan. Normally, a member will call into Member Services to cancel. *********** does not market or sell insurance of any kind, but rather acts as a billing administrator for independent agencies. We never received notification from ******** ****** ******* to cancel Mrs. *******s plan. We apologize for any inconvenience our member has gone through and have taken it upon ourselves to refund the payments requested and make sure her plan has been canceled. Attached are the emails for each refund and the cancelation. If you require further assistance please feel free to contact us at Member Services (***) ***-**** Mon though Fri 9am to 5:30pm est. or via email at *******@***********.com for after hours support. Thank you. 
  
  
  

  Customer Answer

  Date: 05/08/2024

  [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 your swift and efficient resolution to my complaint.

  
  
  
  **** *******

• Initial Complaint

  Date:04/30/2024

  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.

  This place is a scam. I've never contacted them. I've never heard of them until almost ***** came out of my account to them. I have talked to my insurance they don't know anything about first enroll. They have stolen thousands of dollars from me.

  

  Business Response

  Date: 05/03/2024

  We at FirstEnroll take your concerns very seriously. First Enroll is a licensed, Third-Party Administrator for billing, the collection, and the remitting of insurance premiums.  First Enroll is not a marketing company nor an insurance agency and we do not solicit or sell insurance or any other product. Our services to licensed agents and agencies are limited to providing support services and an enrollment platform. We are unable to speak to any representations that the agency or agent may have made to you and would have no knowledge of these communications. Our records show you purchased a Smart Health 100 plan on April 17, 2023, with ************** Agency (agent *****************************, IL license #*********. They can be reached at *************.  If your agency is unable to assist you, please contact our member support line for further assistance, which can be reached at: ************** or via email at ********************************** for after hours support. Thank you. 
  
  

  Customer Answer

  Date: 05/06/2024

  
  Complaint: 21647985
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************************