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:02/27/2024
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 thought this company was Covered CA when I called them and they were very vague and didn't clarify that they weren't when I called them. I signed up for health care with them 1/29/24 for $500+, supposedly to start 2/1/24. I never received a card for my plan any information or about my coverage in 4 weeks, so I finally called to check on getting my card so I could go to the doctor. They said my account had been canceled on 1/31/24. I had never called to cancel it, and never received any notice that it had been canceled. Today 2/27/24, the first girl I was on the phone with about it put me on hold for almost 20 mins, then it went to some voicemail. I left a message, but then called back to confirm my account status, I was immediately hung up on. I called again, and the guy confirmed the above time frame but doesn't know why it was canceled, so I asked about a refund he said yes but he's have to send me to a different department, where again I was on hold for 20+ minutes and sent to a voicemail. I left another message. This doesn't seem promising to ever get a hold of someone with answers or who will provide me with a refund so I figured I'd mention it here so hopefully another potential customer doesn't have the same experience. I would like a refund because $543 for 24 hours of no **************** coverage is unacceptable business practices.
Business Response
Date: 02/28/2024
We at FirstEnroll take your concerns very seriously. Please be advised that FirstEnroll does not market or sell insurance of any kind, but instead acts as a billing administrator for third party agencies. I will have a member of our support staff contact you to assist you in resolving your problem, please ensure you answer the call once placed. Thank you.
Initial Complaint
Date:02/26/2024
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.
First Enroll was apparently a 3rd party biller for ***** ******** ******* After requesting the details for this 'insurance' provider I was given the runaround (they wanted to speak to me). All I wanted was contact info for this provider & made sure they knew I just needed the info.
Cut to today and ***** ******** ****** has canceled my health insurance at First Enroll's instruction, b/c it definitely wasn't mine.
These guys continue to obfuscate, blame & now have left me w/o health insurance b/c they know they're scam artists.Business Response
Date: 02/27/2024
We at FirstEnroll take your concerns very seriously. To be clear, FirstEnroll does not market or sell insurance of any kind. FirstEnroll is a third party administrator that assists independent agencies with billing and agent services. As advised, your agency is ***** ******** ****** and your agent was Doris B****** ******** Your account was not cancelled, it has been placed on a temporary hold, pending agent follow-up, as indicated in the attachment. Our customer service team will reach out to you again to work towards reaching a satisfactory resolution with you, please respond once they reach out. Thank you.Customer Answer
Date: 03/05/2024
Complaint: ********
I am rejecting this response because First Enroll, in conjunction w/ ***** ******** ******, did indeed cancel my insurance. It was only after emailing they 'decided' to re-instate though they're clearly working in concert w/ ***** ******** ******. To indicate they're a 3rd party biller in totality is false.
Regards,
***** ********Initial Complaint
Date:02/20/2024
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.
FirstEnroll contacted me when I applied for insurance on the marketplace. ******** told me that if the plan did not work, I would get a refund if requested within 30 days. It is a limited multi-plan, supposedly through "***********" which will not work for us, so we had to stick with our former BCBS plan. I called to cancel. Did not receive a refund. I called again about the refund - the lady said that our "carrier" is *************** 200" and that they are the ones responsible for the refund. I can't find information about this company anywhere. This appears to be a scam as you cannot get a hold of the "responsible" entity to issue the refund. I will complain here again should I be charged again, which seems very possible.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 acts as an administrator for independent agencies. Your agency was ************* and your agent was ***************************. Someone from our customer care team will reach out to you regarding this matter, please answer the call once placed. Thank you.Initial Complaint
Date:02/16/2024
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.
I purchased what I thought was a health plan for 2 months while I am in between jobs. They said it was a health plan and it is a discount plan and a 3rd party to marketplace. They did not disclose that information. They charged me immediately when it is not supposed to effect until April. I called to cancel and have a refund issued which is within their return policy. I purchased on Monday 2/12/24 and called the same day and lest a message, then called 2/13/24, 2/14/24, 2/15/24, and today 2/16/24. Each phone call, I was asked the same series of questions and was told that a superior would be reaching out to me within 24 hrs. I asked to have a contact for said superior and was denied each time. It has now been 5 days and I have yet to get a call from a superior. When I questioned that, I was told that I would now just receive an email but they refused to give me a timeline. I was told that I had 3 tickets submitted for cancellation and that the cancellation is going through. I have no timeline, no contact as all supervisors are either on the phone or busy and can't speak to me. I asked for something in writing to verify my cancellation but no answers were given.Business Response
Date: 02/27/2024
We at FirstEnroll take your concerns very seriously. Please be advised that FirstEnroll does not market or sell insurance, but rather is a billing administrator for third party agencies. It appears your agency was Insurance X LLC and your agent was Tony R***** Your refund was processed on February 16, 2024 and your account shows a future inactive date of April 11, 2024, proof of which is attached hereto. If you require additional assistance, please reach out to your agency directly. Thank you.Customer Answer
Date: 02/27/2024
Complaint: ********
I am rejecting this response because:
Although they continue to state “we do not sell insurance” they are NOT telling you this message on the phone. Furthermore, they continue to lie to you on the phone resulting in multiple phone calls, repeated questions, comments about why you don’t want the “insurance”, and assurance that a “superior” will follow up with your phone calls. I asked for a contact number to said superior and they refused to give me one. I asked for a name and they refused. They never answered any of my questions with a direct yes or no. Every single person I spoke with asked the same questions because the answers were never recorded from the previous call. Yes they refunded my money after 5 days of phone calls and threats to report them, but something needs to be done about the lies and deception that this company continues to do to anyone who calls inquiring about cobra. Their response that is written here does not reflect their response on the phone. This company is a scam.
Regards,
******* *****Initial Complaint
Date:02/04/2024
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.
Cancelled my membership in January , service has been bad, cant use to my drs I am diabetic which I explained sighing up ask to please cancel, I asked my bank to put a stop to payment for the febr pay they still took it out of my account, I have been dealing w them for awhile! Whenever I call afterwards they keep transferring my calls! It feels like a tactic!Business Response
Date: 02/09/2024
First Enroll takes your concerns very serious. First Enroll does not market or sell insurance it is a billing service for independent insurance agent. I see that you have (2) policies. Both are with the agency *************** Options agent ************************* ************. I will have our customer service manager reach out to you for a resolution. Please take the call this will not be a sales call.Initial Complaint
Date:02/02/2024
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.
In September 2023 I was trying to get health insurance. I called a **** and my call was redirected and i was told that I would receive a call back which I did. It was suppose to be a ****** Insurance agent from health.gov. He asked me income and location information followed by my bank info. I've been to the doctor 2 times and both times I've been turned away. I thought the card looked a little funny but i could not place why. The stamp the card with MULTIPLAN logo which is a legit network but the payer of claims is said to be Federal Life and if you look them up they are a supplemental benefits company for MEDICAL and have nothing to do with MULTIPLAN. First Enroll is the billing company and they claim DELTA100A is your insurance company/provider. No such company and all this is a scam with multiple[le websites and phone numbers all coming and going to the same place. THIS IS A SCAM!!!! BEWARE! DO NOT GIVE FIRST ENROLL ANYTHING!!!! THEY MUST BE STOPPED.Business Response
Date: 02/09/2024
FirstEnroll takes your concerns very seriously. We are sorry to hear of your experience. FirstEnroll does not market or sell insurance the company only collects the premiums for the independent agencies. Your agency is ************************ and your agent is ************************************* at ************. However, I will have our customer service manager reach out to you please accept his call for a resolution. It will not be a sales call.Customer Answer
Date: 02/09/2024
[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:02/01/2024
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 was living in ******* and had Ambetter health insurance. I have since moved to ********* and now I get health insurance through work. I contacted Ambetter to cancel my health insurance plan with them. However, First Enroll is still taking money out of my account each month. Please help me!Business Response
Date: 02/08/2024
I am sorry to hear about your experience First Enroll takes your concerns very seriously. The company does not market or sell insurance, we are a billing service. We will have our customer service manager reach out to you please answer for a resolutionInitial Complaint
Date:01/31/2024
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.
In September of 2023 I acquired this insurance through first enroll premium and basically Ive never used it or even knew how to access my account. So my card has been getting charged $54 a month since then and I only wish to cancelthis insurance but the agents keep giving me the run around and hanging up without remedy . Can you please help me cancel this insurance so my card can stopped being charged?Business Response
Date: 02/08/2024
I am sorry to hear about your experience First Enroll takes your concerns very seriously. The company does not market or sell insurance, we are a billing service. We will have our customer service manager reach out to you please answer for a resolution.Initial Complaint
Date:01/31/2024
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 tried tp cancel my service with them. but they are still taking money out of my bank account. I talked to one of the representatives and was treated with disrespect, the representative was arguing with me when I asked who was taking money out, They told me, how do I know you have kidney disease? and hung up on me. I put a block on my account, but ********************** is changing their names to get into my account. I asked them if they were with my hospital and they said that they were, which is a total lie, then IO asked them what I was paying for, and I just got conflicting answers and then was hung up on.Business Response
Date: 02/08/2024
I am sorry to hear about your experience First Enroll takes your concerns very seriously. The company does not market or sell insurance, we are a billing service. We will have our customer service manager reach out to you please answer for a resolutionInitial Complaint
Date:01/29/2024
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.
I recently signed up for ******************************* by calling an 800# that I thought was legit, and I noticed a recurring charge on my credit card from First Enroll that the insurance company has NO KNOWLEDGE OF!!! I didnt purchase anything from ************************** did not authorize any payment to them!!! I have reported this to my credit card issuer as FRAUD!!!Business Response
Date: 02/08/2024
I am sorry to hear about your experience First Enroll takes your concerns very seriously. The company does not market or sell insurance, we are a billing service. We will have our customer service manager reach out to you please answer for a resolution
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