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:01/27/2024
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 was looking for health insurance and someone pretended to be an agent and charged me $292.44. They stopped answering calls and only text me after receiving payment.
Business Response
Date: 02/08/2024
First Enroll takes your concerns very seriously. The company does not market or sell insurance, your agency is ********************** and your agent is ***************************** ************. Our customer service manager will be reaching out to you. Please answer for a resolution.Initial Complaint
Date:01/21/2024
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.
money was paid for healthcare and prescriptions and no services were provided still waiting now i can't get healthcare because i am outside my window and diabetic. way to s**** the working man.Business Response
Date: 02/08/2024
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:01/19/2024
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 am 64 years old and retired. I am ineligible for ********* The company I retired from assists me in paying my monthly medical premium. I purchased medical insurance through a company named Smart Health 750 with an effective date of January 1, ****. I was not informed this was a private company. I paid my first monthly premium of $803 on December 4, 2023. When I submitted my receipt for the $803 for reimbursement, my company denied the reimbursement due to this was a private insurance company. On January 8, ****, I cancelled the ********************** and requested a refund as soon as possible. On January 9, ****, I received cancellation notification that failed to mention a refund. I attempted on numerous occasions and talked to several associates. I only received a run a round. The letter I received from Smart Health indicated I was insured through January 31, ****. I advised on each contact that I wanted a refund and no Smart Health coverage. I made repeated calls with no resolution. Could you please assist us with this issue?My member id is #*********Business Response
Date: 02/05/2024
We at FIRSTENROLL LLC take your concerns very seriously.FIRSTENROLL LLC does not market or sell insurance. Your insurance agency is Insurance X LLC , and your agent is *******************. We will have our customer service manager reach out to you regarding your refund , Please take his call so this matter will be resolved.Initial Complaint
Date:01/19/2024
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.
Today was the last day of enrollment in healthcare plans. I shopped around the marketplace and decided to purchase ********** Blue Shield. After having difficulty with the website, I googled ********** Blue Shield and decided to contact the insurance company directly about enrolling in insurance.The first result gave me a customer service number to contact, I was told about different ********** Blue Shield products and offered low price of $189 including dental benefits. After shopping around, I determined this to be a good price and called back. I was told the price was rising since it was the last day to enroll and instead settled for a premium cost of $230 a month on a group accident and sickness plan.After enrolling, I was given a member id, a 24 hour customer service number, and told I would have to make a payment of $115 for my coverage to start February 1st, ****. I was given a link to a website called FirstEnroll and signed some documents.After the call, my bank account had a pending transaction of $362.99 and I received documents about a plan called Sigma 100A. After doing research and seeing numerous reports of this company Healthcare United LLC and FirstEnroll providing nonauthorized third party insurance, I immediately disputed the charges to my debit card. I tried to call the 24/7 customer support number provided to cancel immediately, and it said the call was outside of business hours.When I called the original number back ******************) and asked to cancel, they immediately hung up multiple times. Finally, and employee rudely answered, spoke over me, and told me they are a lead generating company and cannot refund my money. I spent nearly all day on the phone trying to get healthcareand nearly being scammed out of hundreds of dollars for phony insurance!Business Response
Date: 02/08/2024
First Enroll takes your concerns very seriously. The company does not market or sell insurance, your agency is Insurance X and your agent is *************************** ************. Our customer service manager will be reaching out to you. Please answer for a resolution.Initial Complaint
Date:01/11/2024
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.
1/9/243Business Response
Date: 01/12/2024
We at First Enroll LLC take your concerns very seriously.First Enroll does not sell or market insurance. We
will have our **************** Manager reach out to you regarding your matter.Initial Complaint
Date:01/05/2024
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.
Someone from this company scammed me out of $370. They informed me that they were a healthcare company with ********** Blue Shield on December 13th. I have yet to receive any information on the coverage aside from a phony medical ID number and a contact number that doesn't lead to anything. I have yet to receive a medical card or any mail or email information. They took out the money on December 15th and told me I would be covered as of December 26th, but this was not the case. I am requesting a full refund if this was a scam.Business Response
Date: 01/12/2024
We at First Enroll LLC take your concerns very seriously.First Enroll does not sell or market insurance. We
will have our **************** Manager reach out to you regarding your matter.Initial Complaint
Date:01/03/2024
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 12/8/2023 my husband and I enrolled in what we thought was ppo health coverage with ****** at A &J **************** LLC. When we enrolled she emailed our cards. When looking at the cards they looked like they were discount plans. ****** had given us her cell phone number so I called to inquire about that. She assured me it was not a discount plan. I said the card says limited benefit plan and she assured me it was 80/20 ppo coverage for major medical. I asked if we would receive a benefits book in the mail so I could read about our coverage before the end of the *********************************** about 7 business days. We were told if we decided we didnt want the coverage we would get a full refund if cancelled within the 30 days and did not use our benefits in that time. We couldnt use them the first 30 days as they have a 30 day waiting period. Im assuming so you dont find out that what you were told about your coverage is not the correct information.We never did receive the book with our coverage information.We were charged $371.10 for the monthly premium and a $99.00 fee for what Im not sure. Both payments came out of our account on 12/11/23. It is near impossible to get ahold of anyone at this company. Tried calling ****** on 1/3/23 and she was not eager to answer her cell or at the business phone number for the agency. I left her a message that I want our policy cancelled and a full refund of the monthly premium and the additional fee. She sent me a text and told me she was on the other line and that she would be in the office tomorrow. I am very frustrated. I feel like I am going to be pushed around until after Ive been enrolled for 30 days so it will be too late for us to get a refund. Now I know my instincts were spot on. This is a scam and I am seeking help to get my refund of $471.10 and our policy cancelled.Business Response
Date: 02/05/2024
We at FIRST ENROLL LLC take your concerns very seriously.FIRST ENROLL LLC does not market or sell insurance. Your insurance agent is A&J **************** LLC , and your agent is *********************. We will have our customer service manager reach out to you please, take his call so this matter will be resolved.Initial Complaint
Date:01/02/2024
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 charged $54.98 for the last 6 months. Charges were incurred on July 27, August 29, September 29, October 30, November 29, and December 30 of 2023. I contacted a representative from this company under the impression that they were sponsored by the government health insurance marketplace to help me sign up for a plan outside of the open enrollment period. They assisted me with finding insurance, however, they lied to me about the payment for my insurance. They enrolled me in an insurance plan at a subsidized premium of $54.98/month and told me the monthly payment was to the insurance company for my insurance. The payment was not going to my insurance company but directly to First Enroll. They lied to me in order to get me to pay them monthly for my insurance which was actually fully subsidized and the payment never went to my insurance company.Business Response
Date: 02/05/2024
We at FIRSTENROLL LLC take your concerns very seriously.FIRSTENROLL LLC does not market or sell insurance. Your insurance agent is Adaptive Health Solutions, and your agent is ***********************. We will have our customer service manager reach out to you please take his call so this matter will be resolved.Initial Complaint
Date:01/01/2024
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.
We signed up for a ********************* plan through "*******************************." This was our first mistake... We were eligible for another health insurance plan through the state on November 3rd 2023. ************* backdated to October 2023, so I made sure to call Marketplace and let them know to cancel our **************. I was reassured that we would not be charged again and that the cancellation was effective 11/3/2023. We were charged through ***** Enroll on 11/29/2023. I spent at least seven hours on the phone. I was getting transferred multiple times through Marketplace, so I finally decided to call the company that was charging us. I was on hold and finally got on the phone with a representative. She kept placing me on hold to check on a couple of things, but couldn't see the $301.00 charge that I was seeing on my bank statements. After it seemed like she was getting somewhere, she hung up on me... I called back multiple times and finally got another representative on the phone. She reassured me that she had put a stop to all payments and I would not be charged again. I called ******************************* to make sure the supplemental insurance was canceled and she transferred me... again. The man on the phone said he would issue a refund and not to worry because he had taken care of the cancellation. We were charged AGAIN for $301.00 on 12/29/2023... ************* is canceled, but First Enroll continues to bill us. We cannot get a straight answer from any representative at First Enroll and they are unable to tell us why we are still paying for something that is canceled. We simply want a refund for November and December ($602) as we have new insurance and are no longer covered under Marketplace or the supplemental insurance ... I would never recommend this company or *******************************.Business Response
Date: 02/05/2024
We at FIRSTENROLL LLC take your concerns very seriously.FIRSTENROLL LLC does not market or sell insurance. Your insurance agent is Adaptive Health Solutions, and your agent is ***********************. We will have our customer service manager reach out to you regarding your refund please, take his call so this matter will be resolved.Initial Complaint
Date:12/28/2023
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 enrolled in what I thought was health insurance last November 2022, the whole process was rushed and I was assured I had coverage through their Multiplan. I broke my ankle in May and have had to pay $5k out of pocket for that accident. The hospital wouldnt accept my card. I also had dental and my dentist office said they had no idea what my id card was. Ive tried to cancel my plan and thankfully an updated credit card may have stopped auto payments. DO NOT DO BUSINESS WITH FIRST ENROLL. SCAM.Business Response
Date: 01/12/2024
We at First Enroll LLC take your concerns very seriously.First Enroll does not sell or market insurance. Your agent is ***************************** Caliber Health Solutions We will have our **************** Manager reach out to you regarding your matterCustomer Answer
Date: 01/12/2024
Complaint: 21065592
I am rejecting this response because:
I was told I was purchasing health insurance and was lied to. Its a scam.
Regards,
*****************************Business Response
Date: 02/08/2024
First Enroll takes your concerns very seriously. We are sorry for your experience *********** does not market or sell insurance, your agency is Caliber Health Solutions and your agent is ********************* ************. Our customer service manager will be reaching out to you. Please answer so we may come to a resolution.Business Response
Date: 02/08/2024
First Enroll takes your concerns very seriously. We are sorry for your experience *********** does not market or sell insurance, your agency is Caliber Health Solutions and your agent is ********************* ************. Our customer service manager will be reaching out to you. Please answer so we may come to a resolution.Customer Answer
Date: 02/09/2024
Complaint: 21065592
I am rejecting this response because:
They lied and told me I was buying insurance and now claim to never have said that. Same thing theyve told all the other people they scammed. Why would I pay monthly to NOT have insurance? They know exactly what they are doing. Lying and pretending to be transparent.
Regards,
*****************************Business Response
Date: 02/09/2024
I am so sorry for your experience with your insurance agency Caliber Health Solutions and your agent *****************************. As originally stated FIRSTENROLL does not market or sell insurance. I escalated your request to High Priority with our customer service manager, He will be reaching out to you please take his call so we may resolve this matter. He will not be a sales call.Customer Answer
Date: 02/09/2024
Complaint: 21065592
I am rejecting this response because:
this is still a total fabrication. You claimed to sell insurance which is the only policy I was ever interested in.You sent ****** with information that no hospital/dentist nor doctor has ever seen and all said it was fraudulent.
Regards,
*****************************Business Response
Date: 02/15/2024
Good afternoon
Our customer service manager was on vacation the week of 2/5/24, he will be reaching out to you. In defense of your accusation that my response was false, I need to clarify. ************* cards your received are from your carrier *********************** First Enroll LLC is a billing administrator we do not sell or market insurance. The information you received is from the carrier not First Enroll, LLC I am sorry for your experience. Our customer service manger reached out today and left a voicemail IT IS IMPERATIVE YOU RETURN the call for a resolution
Customer Answer
Date: 02/15/2024
Complaint: 21065592
I am rejecting this response because:
The scam is to pretend to offer insurance and then claim to have nothing to do with any of it other than billing.Bait and switch.
First Enroll is a major scam. Do not fall for anything they say.
Regards,
*****************************
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