Complaints

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:07/17/2024

  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.

  Ablepay Health claimed to be a payment assistance program, with 13% discounts on payments. They took the entire amount of my bill, no payment plan and no discount, with out my knowledge or consent. I want them to cancel my account, but they have no way of doing this on your own. Also, they listed my 15 year old daughter and gave her an account, which she did not apply for, and does not have a bank account, so they took it out of mine. Want out of this scam and want them to get rid of my account information.

  Business Response

  Date: 07/23/2024

  I believe the attached will show the timeline of communications between AblePay and ****************, and that the claims made regarding our business are unsubstantiated.

• Initial Complaint

  Date:06/26/2023

  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.

  Able Pay was supposed to save me up to 13% on out-of-pocket expenses. I was under the impression they would bill me for the remainder. Instead they took money out of my checking account when there wasn't enough to cover the amount taken causing an overdraft. I cancelled immediately only to be told they had paid bills already and I am responsible for those payments. All I have to work with is my Social Security which isn't enough. I'm afraid they are going to take my Soc. Sec. money when that comes. I have to pay rent, groceries and gas for my car. What do I do to protect my checking account. I would have to pay the bank to change my checking account number. I seems I have to pay money out (overdraft penalties) whatever I decide to do. The manager at my bank said she had the same problem with them and cancelled, also. How many other people out there are having the same problem? I feel this was false advertising or omission at the least;

  Business Response

  Date: 07/17/2023

  In response to the complaint from ***** ****** regarding AblePay and her allegation that we misrepresented our program or omitted crucial information about its functioning, I would like to address her concerns as follows:
  
  Firstly, it is important to note that our program reaches members through various channels. One common method is receiving information from their medical provider, which includes details about our program and is supplemented by a dedicated landing page created specifically for that provider.
  
  Furthermore, to participate in the program, members are required to enroll and provide their demographic information, along with selecting a default payment option. Please refer to the screenshot below, taken from our enrollment process, which explicitly states:
  
  “We will notify you by email/text when we receive your claim, and you will have five (5) days to decide if you would like to change the Payment Term. If you do not make any changes, we will automatically charge you based on your Default Payment Term at that time.”

  Additionally, during enrollment, members must link at least one payment method to their AblePay account. The complainant herself confirmed providing her checking account information as her chosen payment method. Please see the attached screenshot from the enrollment process.
  
  The complainant's statement asserts, and I quote, "I was under the impression they would bill me for the remainder. Instead, they took the money out of my checking account when there wasn't enough to cover the amount taken, causing an overdraft."
  
  Thus, it is evident that after selecting a default payment term and providing her banking details, in addition to electronically agreeing to our terms of service, privacy policy, and e-sign disclosure and consent, the complainant claims she did not comprehend how the program operated and had a different expectation than what transpired.
  
  When an individual completes the enrollment process, providing their payment information and agreeing to our legal terms, it is reasonable to assume that they understand the program's workings. Should anyone be uncertain about how the program operates, our customer support team is readily available to address any queries or concerns.
  
  While I empathize with the complainant's predicament, we have made no attempts to mislead or suggest anything contrary to our standard operating procedure.