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:04/27/2024

  Type:Order 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.

  In January of 2024 I signed up for private health care through FirstEnroll. I had searched plans through connectforhealthcolorado.com and was contacted on a requested call back by one of their agents. Through that agent and FirstEnroll I signed up for an Aetna health plan that was very comparable to the sponsored plan from my previous employer. We received health care IDs branded ************************** and they were processed and approved by our physician/hospital. 3 months later I've starting to have billing issues and after digging around discover the "health plan" that we were paying for was not even remotely similar to the plan that I had signed up for and did not cover any of my medical expenses. First Enroll is legitimizing a serving a scamming company.

  

  Business Response

  Date: 04/29/2024

  I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency AP Insurance LLC and agent *********************************.  They can be contacted at the following number:**************. Medical Claims for your plan are handled by Merchant Benefit Admin who can be reached at **************. 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. Your membership appears to have been cancelled on 12/5/2023 and you were refunded your premium of $453.77. Please see attached refund proof. Thank you. 
  
  

  Customer Answer

  Date: 05/01/2024

  [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 ********, their response is sufficient, however, I believe that their complicity in processing payments for a fraudulent business should affect their rating. It should not be acceptable to do so, even if they are not technically liable.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising 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 called what I thought was a customer service number for covered CA. I was instead directed to a broker by the name of ********************* who enrolled me in First Health through Aetna. I was charged $350 for the first time enrollment fee and then informed I would be billed $274 on the 27th of every month. Was told how amazing this insurance coverage was and all the benefits we would be able to use. We first experienced a delay with our insurance cards and requested to have them sent again. They never came. We received digital copies of our cards, however every provider we tried to go to informed us they couldnt find us in the system. We called the help line multiple times and they reassured us we were, in fact in the system. Yet we were still not able to use the services that we were paying for. I finally called Aetna myself, and they informed me that no, I wasnt in the system. Called the insurance company again, they cancelled my account but said there would be no refund for the almost $1000 I spent toward my health insurance because I had waited too long, when I was waiting for our cards and believing their assurances that I would be able to use this for what they had promised. They (a supervisor!!) then accused me of lying because I had waited so long to call and cancel. This business is a complete SCAM and I hope that others arent being completely robbed of their money like I was.

  

  Business Response

  Date: 04/29/2024

  We at FirstEnroll take your concerns very seriously. Please be advised that FirstEnroll does not market or sell insurance of any kind, but rather acts as a billing administrator for independent agencies. Your agency was Alpha Health Advisors LLC and your agent was ***********************************. 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. 

• Initial Complaint

  Date:04/15/2024

  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.

  I was trying to obtain a ACA health insurance plan online; once I put my information in I got multiple calls and the company that got me to answer was First enroll health plan. After finding out that it was including dental, vision, RX lab, medical, etc..., I gave my credit card information charging my card ****** cents; with the understanding that I was buying this health plan for my sister and her boyfriend who live in ************; I live in *********. And for six months afterwards I was charged ****** a month. On april 15th, I went to cancel the health plan after about two months later, when I was informed that no hospitals took the insurance card from my sister. Come to find out that day I went to cancel it and called the company which had me wait ten minutes before an automated service came on and asked if my phone number was 619-bla-blah and that they would call me back; They did not call me back. I called my sister in ************ and asked her again about where the card had not worked, (no where). I asked her to send me pictures of the cards and right at the bottom of the card it says: (Discount program only. Not an insurance program). To me that meant that the phone call from first enroll was a bait and switch, it was not at all clear on the phone that day that it was just a discount program, but made it seem like it was a ACA health insurance plan. This to me is completely unethical for a company to be notified that a person is looking for a ACA healthplan and automatically gets called by a scam discount health plan that only applies discounts to the dental, vision, prescription drugs, lab, and all the other services the card said it provided. I hope companies like this get investigated by the Federal Trade Commision for Fraud. My sister wasn't homeless at the time of that so called plan; but she is now. What makes it worse she was in the ** recently for respiratory infection and the card was worthless for someone who has no money to spare.

  

  Business Response

  Date: 04/16/2024

  I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency, 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. I would like the opportunity to discuss this issue further with you and hopefully help you find a resolution. Please reach out to me directly, *********************** at ***************** Mon - Fri 9am to 5:30pm est.

• Initial Complaint

  Date:04/12/2024

  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.

  First Enroll was contacted for medical insurance for my Daughter *************************** (02/23/2024). "****" x *********************************** network and no changes would be necessary. I confirmed this with him verbally numerous times. After the call we tried to make an appointment with her alergist and they said absolutely no to this insurance and so did her Internist in the next call made! I called this company the day after enrollment and said I wanted a refund immediately and that non of her doctors are in network. I was transferred around and then disconnected called again and still no resolurtion. I called several times over the past 45 days and could never find ****** and no one recognised the confirmation number I was given - they all said I dont know what that is. TODAY (04/12/2024) I called and spoke to the "manager on duty" in customer service. 45 days later all of a sudden they can cancel this insurance BUT it is past the 30 window for refund! AND she says there is NO record of all the calls I have made! AND suddenly she knows exactly what the confirmation number HHA1738 is! This is all too coincidental that now after the 30 refund window the worthless insuranace can be cancelled BUT too late for refund! Seems they have a profitable scam going here! I am requesting a refund of the $189.98. Thank you for hearing me out on this. I can see from other reviews and complaints I am not alone!

  

  Business Response

  Date: 04/17/2024

  I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency, 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. We would like the opportunity to discuss this matter further with you and hopefully find a resolution. Please call into ****** Services ************ Mon-Fri 9am to 5:30pm est. 

• Initial Complaint

  Date:04/09/2024

  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 signed up for ******* Market Place for my health insurance. When I called in I signed up with Aetna Healthcare. I was told there is a one time fee to sign up $369.00 I used my **************** card as my Business Debit card was compromised with a Square Charge so I cancelled my debit card. When I received my new Debit card I changed the billing with ***** to my new Debit Card I noticed the next month I was Charge again on my **************** from First Enroll. When I called Aetna to see if it was them charging my **************** they said No and I should not be paying anything as I had a Tax Credit.I could not get through to First Enroll and I certainly couldn't find the email or person who signed me up. I found out this is with United Healthcare. I am not with United Healthcare. And I do not understand why and how this happened. It almost feels like the ***** Fargo Scam when they were signing people up without knowing.I tried fighting this March 31 when I saw yet another charge from First Enroll, even after filling a stop payment with ****************. First Enroll told me they cannot reimburse me.This is WRONG! And I am wondering how often this happened with First Enroll. I am a **** Estate agent and I am struggling already to pay bills. I do not need to keep paying off this charge. First Enroll cancelled my subscription even though I never signed on. Yet they still managed to get one more month from me!

  

  Business Response

  Date: 04/17/2024

  Hello Vene,

  Again we are very sorry for how Unified ***************** treated you through this process. After our representative here at First Enroll reached out to you, we were able to research your issue and refund you in full. 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 feel this BBB complaint is unfair to our organization and would hope it could be amended. 

  Customer Answer

  Date: 04/17/2024

  
  Complaint: 21549190
  
  I am rejecting this response because: It was First Enroll Who was not clear!  They are the ones I am complaining about!  ****************** is not the problem!  It is the representative from First Enroll and I still am not sure how I go to them when I was looking for ******* Market place!
  

  A represenaticve from First Enroll told me I could not get my money back and I did.  They are HORRIBLE!
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/19/2024

  Unified *****************  is the independent agency who enrolled you in this plan. They can be reached at *************. Your independent agent was ***************************. I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency, 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. 

  Customer Answer

  Date: 04/19/2024

  [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:04/04/2024

  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.

  I signed up for health insurance using the healthcare.gov website. First Enroll was one of the companies I decided to go with after they told me about all their "benefits" associated with their insurance. They told me that my Hospital Essentia Health was covered as well as surgeries and anything else I might need. I now have a 30k medical bill that insurance isn't covering because they don't offer anything of real value. I feel like I have been robbed of my money and health. I called several times to get assistance with this and I just kept getting hung up on, dead air, rude people or people who would just straight up lie about the benefits. When I asked for a SPD (Summary Plan Description) I wasn't provided one.

  

  Business Response

  Date: 04/16/2024

  I apologize that you have had difficulties in obtaining a resolution to your concern with your independent agency, 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. We would like the opportunity to discuss this matter further with you and hopefully find a resolution. Please call into ****** Services ************ Mon-Fri 9am to 5:30pm est. 

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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 utilized HealthCare.gov to apply in August of 2023 for health insurance as I was on the end of a divorce. My former spouse is who provided the coverage prior to our divorce. I started coverage on September 01, 2023. I was contacted via email by a *********************. I was under the impression he was an agent with healthcare.gov I agreed to pay a monthly premium of $96.98. I received a letter in November explaining my coverage was going to be terminated and I needed to reenroll. I went ******************.gov and I resubmitted the same form as i previously had. I was then contacted by ********************* who identified himself as a marketplace employee and took my information and said he would help me finalize my application. I never heard anything else from him. Soon I got new insurance cards just like my previous ones from the coverage I got in September. Fast forward to a few weeks ago, I realized that the initial monthly premium was still being withdrawn from my account. I contacted ************* the company who both premiums were allegedly through. They informed me that had no record of the first coverage that **** had helped me with in September. I then called the number for Healthcare.gov and she explained that they had a record of a $0 premium for the September coverage. I went to my bank and they informed me that the company withdrawing the $96.85 a month was First Enroll-Health. I googled the company and the address on the site and my bank statement matched. I have called countless times, never received help. I called my bank again today and they are going to initiate a fraud claim. However I saw online that many people have had this same experience, and the company continues to charge even after coverage has ended.

  

  Business Response

  Date: 03/29/2024

  We at FirstEnroll take your concerns very seriously. Please be advised that First Enroll does not market or sell insurance of any kind, but rather acts as a billing administrator for independent agencies. Your agent was *************************** and your agency was ******************** Someone from our customer support team will be contacting you to assist you in reaching a resolution to your concerns. Please ensure you answer the call once placed. Thank you.

  Customer Answer

  Date: 03/29/2024

  
  Complaint: 21502513
  
  I am rejecting this response because: I dont want to close the complaint and then not receive reimbursement. 
  
  
  
  Regards,
  
  Dakota ******

• Initial Complaint

  Date:03/12/2024

  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.

  This company false advertised a members discount as insurance and continuously charges me over $200+ every month refusing to cancel service for a product I cannot use. I can't afford this and they won't rectify the problem. They need to be audited and fined, or at least investigated.

  

  Business Response

  Date: 03/25/2024

  We at FirstEnroll take your concerns very seriously. Please be advised that FirstEnroll does not market or sell insurance of any kind, but rather acts as a billing administrator for independent agencies. Your agency was Insurance X LLC and your agent was *************************. 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. 

• Initial Complaint

  Date:03/02/2024

  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.

  This company called and sold me health insurance. ***** called me when I was looking and signed me up for the multiplan ppo. She explained that this was the best insurance and everything is covered. I had to go to the emergency room one night and the insurance company didn't help with any of the bills, didn't respond back, and is more than likely a fraud! I now have 9k in medical bills and not getting any help from the insurance I pay for. Even the hospital can't get ahold of the company. I am filing a complaint against them for false advertising and running a scam. I never even got a 1095-B form from this supposed insurance they sold me. The company is rude and hangs up on you as soon as you talk to somebody after waiting for hours to speak to an agent. Federal Life is in on this scam. I am going to file a complaint with my attorney General in CT as well! Been paying $279 per month for 15 months now for a fake health insurance.

  

  Business Response

  Date: 03/04/2024

  We at FirstEnroll take your concerns very seriously. Please be advised that FirstEnroll does not market or sell insurance of any kind, but rather is an administrator for independent agencies. Your agency is Essential Health Solutions and your agent was ***********************. The contact information is as follows: **************. Someone from our customer support team will be in contact with you, please answer the call once placed. Thank you. 

• Initial Complaint

  Date:03/01/2024

  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.

  I purchased an ACA plan through the MD Health Connection Nov 1, 2023. I was called by a broker who then telephone transferred me to First Enroll who, though not an insurance broker, works with them.First Enroll (not the broker) requested credit card info so they could collect my first month's ACA insurance premium. They stated the amount that they would charge for this purpose, and I supplied the information and gave approval for the charge.They have charged the credit card three times: 11/01/2023, 01/29/2024 and 02/29/2024, each time in the amount $127.98 for a total of $383.94. This amount was not the amount of my ACA monthly insurance premium or the amount I had authorized them over the phone to charge and at no time did they pay my ACA insurance company any money.When I received the credit card bill at the end of February, I immediately called First Enroll (on 02/29/2024). After a runaround on the phone, they eventually told me this was an "add-on". At no time with either the broker or with First Enroll had I verbally approved buying an "add-on". This is not a policy, as after I called them, they were suddenly able to email me cards (something they had not done back in November) which clearly state on the card "THIS IS NOT INSURANCE. IT IS A DISCOUNT CARD." While discussing this matter with the First Enroll employee, they stated that the policy was cancelled at the end of March. I had not yet told them to cancel it. The employee apparently had decided to cancel it on her own. I was not however unhappy to hear this as I probably would have cancelled it.After consulting old emails and figuring out how First Enroll's scam worked, as well as figuring out that it gave me nothing I didn't already have on my ACA policy, I called them back again a second time on 02/29/2024 and asked them to cancel it effective the end of February. The employee I talked to this time said she couldn't do that. I asked why. Her response was to hang up on the call.

  

  Business Response

  Date: 03/01/2024

  We at FirstEnroll take your concerns very seriously. Please be advised that FirstEnroll does not market or sell insurance of any kind, but rather acts as an administrator for independent agencies. We will have one of our customer support agents reach out and assist you, please ensure you answer the call once received. Thank you.