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:12/07/2023
Type:Billing IssuesStatus: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 initially contacted First Enroll to enroll in health insurance coverage. They sold me an unbelievable health coverage package and said that the billing would start 8 December 23. I asked them repeatedly and they assured me I would not be billed until then. They said I would have to pay a $125 enrollment fee, as I'm still on the phone discussing the package, they charged my card $343.00 Then asked for my driver's license and W-2 to verify my income. I'm requesting a full REFUND!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 13, 2023,which was outside the 30 day look period. Your agent is ******************* of Insurance X LLX Phn ************ . We will have our customer service manager reach out to you to resolve your issue.Initial Complaint
Date:12/05/2023
Type:Service or Repair IssuesStatus: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.
After purchasing insurance they continue to harass me with solicitation calls. Approximately every 15 minutes I receive a call from a bogus phone number from someone trying to sell me health insurance.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:12/05/2023
Type:Customer Service IssuesStatus: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.
Purchased an insurance plan from member services. Paid for 2 months and when I tried to use the insurance I could not contact anyone at all. believe it was a scamBusiness 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 23, 2023,which was outside the 30 day look period. You were refunded your 3rd payment of $338.99 Your agent is ******************************* of Prime *************** Agency Phn ************. We will have our customer service manager reach out to you to resolve your issue.Customer Answer
Date: 12/30/2023
Complaint: 20947479
I am rejecting this response because:
They sold it as a ****************** tried to call the company for 2 months not able to talk to anyone until it was time for another payment:I canceled payment then they were blowing my phone up.
Regards,*********************;
*********************Initial Complaint
Date:11/30/2023
Type:Service or Repair IssuesStatus: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 took out health insurance I was told it had little dental and vision . I did not receive information on it I called back got another guy he texted me the cards said it was part of my health insurance never said I had to pay separate for that. So they were taking money out of my checking for it I never gave them permission I did not know it was separate till my health insurance told me it was not part of my plan told me to call my bank to stop it. I feel this person scammed me. I told them to show I did not give them permission to take that money out every month.Business Response
Date: 12/04/2023
We at First Enroll take your concerns very seriously. We are sorry to hear of your experience. First Enroll is a Third Party Billing Administrator that does not market or sell insurance. In addition we will have our customer service manager reach out to youCustomer Answer
Date: 12/04/2023
Complaint: 20941022
I am rejecting this response because:
I already talked to someone and got no where all they could say is they are a third party billing.I was never told I was going to pay separately for dental and vision.Even the cards they texted me say this is not insurance it is a discount card.
Regards,
***********************Initial Complaint
Date:11/28/2023
Type:Product IssuesStatus: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 contacted by this business after filling out an online request for information for health insurance coverage. I was put in contact with an employee by the name of ******. ****** used high-pressure sales tactics to get my credit card information and forced me to sign a document that would authorize them to withdraw money on my credit card in order to view the proposed health plan that I qualify for. He promised that even though they had my credit card information and I signed the document they would not charge my card unless I decided that I wanted to proceed with the health plan after reviewing the information that he promised he would send me once I signed the document. Once the document was signed, he said that my card was going to be charged. It was at that point I felt like I was completely duped and realized that I had been lied to. It was at that point that both my husband and I attempted to get him to stop the transaction because we did not want to buy health insurance today. We simply wanted to know our options and look at different quotes. We went round and round on the phone with him and he ended the conversation by saying the card has been charged and theres nothing he can do about it and referred us to his superior. His manager ***** called me a few minutes later, and he and my husband had a conversation regarding Jordans high-pressure sales tactics and lies. ***** said that the reason they force us to sign the document is so it locks in the rate we were quoted. This is very misleading and was never explained to me. My conversation with ****** was on a recorded line so I hope you are able to access that conversation and you could hear exactly how misleading he was the sales manager. ***** stated he would refund our money however I have not seen that reflected on my credit card statement as they did in fact, bill me the $1200 for the first month of insurance coverage. My husband and I immediately canceled our credit card.Business Response
Date: 12/08/2023
At First Enroll we take your concerns very seriously. First Enroll is a Third Party Billing Administrator that does not pay claims or market insurance. Your agent is *************************** at Invictus Business Affiliates 855-552-0760we will have our customer service manager reach out to youCustomer Answer
Date: 12/08/2023
Complaint: 20929049
I am rejecting this response because: They are the company that used high pressure sales tactics to lie to me, and pressure me to sign a form to authorize them charging my card. ******, their employee, said the only way that I would be able to see the PROPOSED insurance quote was to sign that form, and to not worry because my card would not be charge. That was a complete lie. My card was immediately charged. AND I have NOT received any "proposal" for health insurance. First Enroll made the charge, no other company. They are complete scam artists. Other complaints on the BBB confirm that. They do not deserve to have access to people and their private health information. I feel completely used and abused by them digging into all my and my family's personal health information in order to give me some bogus insurance quote that never came. Please start protecting people by not allowing this "business" to abuse people.
Regards,
***************************Initial Complaint
Date:11/14/2023
Type:Service or Repair IssuesStatus: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'm paying monthly for this insurance but it is "not accepted" anywhere. And I am unable to find any resources to get to my insurance information online. I feel like I have been scammed.Business Response
Date: 11/21/2023
We are sorry to hear of your experience. FirstEnroll takes your concerns very serious. FirstEnroll is a Third Party Billing Administrator that does not market or sell insurance. Your agency is ************************ and your agent is **********************; at ************. We did find your policy in our records and we will have our customer service manager reach out to youInitial Complaint
Date:11/09/2023
Type:Product IssuesStatus: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.
Last night on Nov.8th I was looking for health insurance. I filled out a questionnaire and then I got a call from first enroll. They sold me what they told me was a health insurance plan called multiplan. They were very pushy wanting payment info. They also rushed my questions. I dont know how I fell for it.Anyways after I gave them payment they sent me an email with id number and password. They told me I would be able to cancel at anytime for any reason within 30 days and I would get a full refund. The email they sent me led me to a portal where I could download documents. The documents very clearly stated "this is not health insurance." Like what the heck?? What did I just pay for then?I called them the following morning to cancel and get my refund. However they dont want to give me my refund. They dont give straight answers either. Ive called multiple times and they yelled at me and then they hang up. They cannot even answer simple questions without getting angry and yelling.I was told the night I purchased before we hung up that I could cancel at anytime within 30 days and get a full refund. I also have the email stating that. However they still dont want to assure me that I will be refunded. They do not honor their word!!! This is a HUGE SCAM!! do not fall for it! I was notified that you should never pay an enrollment fee which I did. I contacted my credit card company to dispute the charge. I have also filed a police report. And if I dont get my refund, I will hire a lawyer.Business Response
Date: 11/21/2023
We are sorry to hear of your experience. FirstEnroll takes your concerns very serious. FirstEnroll is a Third Party Billing Administrator that does not market or sell insurance.We did find your policy in our records your policy has been cancelled and a full refund has been issuedInitial Complaint
Date:11/07/2023
Type:Product IssuesStatus: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 lied to me and told me that they were part of Obamacare and that they were accessing my ***** care plan, and could see exactly what I would qualify for. They lied to me. I spoke to Obamacare and they said that this was definitely a scam. they took my money and promised me insurance it was in fact, not real. I want my money back that I gave them I had over four different people compulsively lie to me. They gave me a complete run around with at least eight different business names.Business Response
Date: 11/21/2023
We are sorry to hear of your experience. FirstEnroll takes your concerns very serious. FirstEnroll is a Third Party Billing Administrator that does not market or sell insurance. Your agency is ADG Innovations and your agent is *********************** at ************. We did find your policy in our records your policy has been cancelled and a full refund has been issuedCustomer Answer
Date: 11/21/2023
Complaint: 20839581
I am rejecting this response because: although this company did return my money. They are lying and using the federal government entity to do it. There is multiple complaints of the same exact thing I was on a recorded line and they stated that they verified my information on Obamacare. I gave them an incorrect income amount on purpose, thinking that it was a scam and I was correct the income that I told Obamacare was completely different from what they told me they verified with Obamacare. This company needs to be shut down. They are pushing several other businesses with all of the same complaints. They are going after the elderly and the uneducated. This is an insurance scam company and they need to spend time in prison. All of the reviews on ****** and on the Better Business Bureau are all in sync and all have the same complaints.They even wrote my last name as crazy with the Better Business Bureau as a jab-because I was smart enough to catch on to what they were doing.Please contact the federal government and make reports and get this company shut down..all of the sister companies that they have on their websites are all linked. They in fact did sell me insurance they didnt **** take my money all in the same phone call so they are lying about that as well.
Regards,
**************Initial Complaint
Date:11/07/2023
Type:Product IssuesStatus: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 is a fraud company taking your money to provide fake health insurance.Business Response
Date: 11/21/2023
We are sorry to hear of your experience we at First Enroll take your concerns very serious. First Enroll is a Third Party Administrator that does not market or sell insurance. Your insurance agency is A&J **************** LLC agent ********************* contact is ************. As the Third-Party Billing Administrator we did find your policy in our records. Your policy has been cancelled and you were issued a full refund on 11/8/23Customer Answer
Date: 11/21/2023
[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:11/06/2023
Type:Product IssuesStatus: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 health insurance through the marketplace but canceled a week later. First Enroll is still charging me monthly and I cannot get my money back. This has been going on since June 2023.Business Response
Date: 11/10/2023
We are sorry to hear of your experience. We at FirstEnroll take your concerns very seriously. FirstEnroll is a third party administrator that provides billing administration to insurance companies. FirstEnroll does not market or sell insurance. We will have our **************** manager reach out to you regarding your concerns.
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