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:12/26/2023
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.
My **************** policy was about to expire I asked to extend it 14 days until another policy takes affect. - I was not able to speak to a representative because after an hour of waiting twice the system disconnected me based on *** wait time.- I was told a 30 day notice of cancelling was required, and when I proved I had, was told 30 days applies to something else - When I confronted ******* with the facts, and indicated I would escalate to the supervisor level, the response was to cancel my policy without my knowledge. I was able to restore the policy for an entire month, $960, when I only need two weeks.It was only when I reminded them I was a senior on a fixed income.l that they restored the policy.They have rejected paying my provider, but never answer the phone to explain why.
Business Response
Date: 12/29/2023
We at FirstEroll take your concerns very serious FirstEnroll is a Third Party Administrator that specializes in billing administration it does not market or sell insurance we will have our customer service manager reach out to you to aid in a resolutionInitial Complaint
Date:12/22/2023
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.
On 03/29/203 I had filled out an online form for ************************** coverage. Not even ten minutes after hitting submit ********************* ******************************* **************) called my cell phone stating he was ***** responding to my online request for insurance coverage. I thought he was legit as he has all of the information that I just filled out online. I have to find out on SEVEN separate occasions was I being charged from FirstEnroll because the company ********************* works for HealthSherpa needed to have my credit card for my first months premium. My first month on 03/31/23, I was charged $246.50 for my monthly premium. I was subsequently also charged each month $219 (05/01/2023, 05/30/2023, 06/30/2023, 08/01/2023, 08/29/2023, 10/02/2023, 10/30/2023). This total of $1779.50 was supposed to be for my monthly premium. I discovered this was not paying my actual provider just this past week when I called my actual insurance provider asking about **** cards. They told me what my premium would be monthly for ****. I received a call this morning from FIrstEnroll from the number ************, I did not answer the call as I did not recognize the number. I googled the number and found out it was FirstEnroll who is supposedly just the third party that handles the credit card payments. I am already unemployed and I have been scammed out of $1779.50. This is unacceptable and I would like my money back!Business Response
Date: 12/29/2023
We at First Enroll take your concerns very serious First Enroll is a Third Party Administrator of ******* Services we to not market or sell insurance your agency is Comprehensive Health Solutions Agent *********************. We will have our customer service manager contact you for a resolutionCustomer Answer
Date: 12/29/2023
Complaint: 21044751
I am rejecting this response because: I am waiting to hear from their customer service manager as I feel I am owed a full refund. I feel like I was lied to from day one and wondering what I am being charged for by FirstEnroll. I feel that FirstEnroll should refund all of my money and then work on their end to get a refund from the supposed agent who was helping me. If FirstEnroll does not issue me a full refund owed-$1,779.50 I will be thoroughly upset!!!
Regards,
***********************Business Response
Date: 01/12/2024
I will reach out ************* and have them contact you asapInitial Complaint
Date:12/21/2023
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 called this company by mistake thinking it was my health insurance company. I needed to change my address because I moved 2 months prior. The lady on the phone railroaded me and made me think that was my insurance company she told me that they needed to update my information. They ended up charging me $464.15 when I already have health insurance. I called the company and they were very unprofessional then they sent me over to accompany called WBN agency what you can't even find on the web. They were also extremely unprofessional and it sounded like the guy was sitting on the couch in his house.Business Response
Date: 12/29/2023
We at First Enroll take your concerns very serious. First Enroll does not market or sell insurance. We are a Third Party Administrator specializing in billing Your agency was YBM LLC Agent ******************************* any additional concerns should be directed to your agent . On December 26, 2023 you were fully refundedInitial Complaint
Date:12/17/2023
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 want a refund of my money because they had me sign up for insurance they was pushy on getting the money I should have known then or whatever but wasn't thinking clearly and I want to refund on my money and I don't want no more money taken out of my account but I want my I want my refundBusiness 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 *********************************** of *************************** ************. You were full refunded on 12/21/23 We will have our **************** Manager reach out to you regarding your matterInitial Complaint
Date:12/14/2023
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 don't even know where to start. I needed temporary insurance between jobs, because I have thyroid cancer and cannot go without. I thought this was through "the marketplace" found out later it wasn't. I tried to cancel December 1st, since I now have insurance with my company. I spoke with multiple people and have emails, no one seems to be on the same page. I as told that I could get a refund for the month of December which was all I was seeking. I was told the company would be reaching out. They did not. I called back today, I was treated so abysmal and yelled at. Her name was ******. I then found out after canceling at the beginning of the month that I am still paying for prescription insurance- and thats the biggest scam- my pharmacy laughed and said it was a discount card. I then had a problem even going for a visit at Tuffs Medical here in ****** because they did not recognize or validate the insurance- even they said it might be a scam. I have been trying to get to the bottom of who to complain to- *************, or is it Relaint health or the people who have been taking my money First enroll health? I have gotten emails from all 3. They apparently refunded today, December 14th, my prescription insurance but refused to do the medical after I was promised a refund. I just want my money for this month so I can get actual insurance for the medical treatment I need. What terrible companies.Business Response
Date: 12/21/2023
First Enroll takes your concerns seriously. First Enroll does not market or sell insurance. Your policy was cancelled on November 30, 2023,which was outside the 30 day look period. Your agent is ***************** of Sicuro We will have our customer service manager reach out to you to resolve your issue.Initial Complaint
Date:12/14/2023
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.
on 12/1 I was contacted by who said she was a licensed ******** insurance agent from the ***************** during open enrollment for MD govt mandated health insurance and picked me out of what was described as a ************* ******************* policy off of the marketplace. She took my information and billed my card $621.92 for enrollment first month and said my documents would follow, she gave me a generic sheet showing some coverages but with no phone numbers. I had multiple healthcare providers tell me they could not even find my name in the system, something wasn't right with ID #, ID# not valid, and that this insurance was not valid. THIS IS A SCAM! The money was drawn by/ went to "First Enroll" and it looks like they've done it to many other poor people in this state. I want my money refunded in full. I want to press charges if this isn't done immediately. this is outright fraud and theft and using in-state and or out-of-state wires telephone and internet as a means to commit fraud against me and others which violates many laws including federal laws regarding fraud and interstate commerce. wire fraud, theft, impersonating a licensed insurance agent etc.Business Response
Date: 12/21/2023
First Enroll takes your concerns seriously. First Enroll does not market or sell insurance. Your policy was cancelled on December 21, 2023, and you were fully refunded We will have our customer service manager reach out to you to resolve your issue.Initial Complaint
Date:12/13/2023
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.
This is a payment company selling fake insurance. They scam you into purchasing a plan that they assure you covers your doctors but when you go to your doctor they will not accept your insurance. This company charged me about $4,000.00 and will not confirm that I am cancelled. They tell you to mail in any claims and submissions and then do not reply to yoursubmissions. Do Not Do Any Business *****************Business Response
Date: 12/21/2023
First Enroll takes your concerns seriously. First Enroll does not market or sell insurance. Your policy was cancelled on December 13, 2023,and you were fully refunded on that dated We will have our customer service manager reach out to you to resolve your issue.Initial Complaint
Date:12/11/2023
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.
The insurance company has repeatedly denied my ER claims despite my being covered by my health insurance plan. I write to them via fax, email, and post but never hear back about my claims.Business Response
Date: 12/21/2023
First Enroll takes your concerns seriously. First Enroll does not market or sell insurance. We will have our customer service manager reach out to you to resolve your issue.Initial Complaint
Date:12/11/2023
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.
First Enroll represented it was selling a Cigna Dental Plan when, in fact, it was a not a PPO dental plan as their documents show but discount plan not honored by providers. Provider from Cigna site was contacted where they stated the plan was not PPO but a non-contracted discount planBusiness Response
Date: 12/21/2023
First Enroll takes your concerns seriously. First Enroll does not market or sell insurance. With the initials P T and the information provided We were unable to locate your policy however we will have our customer service manager reach out to you at the number provided to resolve your issue.Initial Complaint
Date:12/10/2023
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 was offered insurance coverage through this company which I paid for but have not recieved any documentation or insurance coverage Unable to contact them. I have no insurance coverage as provided.Business Response
Date: 12/21/2023
First Enroll takes your concerns seriously. First Enroll does not market or sell insurance. Your policy was in effect from December 6, 2023. Your agent is *********************** Phn ************. We will have our customer service manager reach out to you to help resolve your issue.
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