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:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have now spoken to numerous ***resentatives on the phone about my insurance claim and nobody is able to help me and when they are unable to answer my question, they place me on hold indefinitely and/or refuse to escalate/transfer me to a supervisor. I have even been transferred to *** or another pharmacy when I have been told I am being transferred to another department who can help me with my claim. I have requested numerous times to speak directly with my insurance since nobody from Accolade can seem to help me, and ***resentatives over the phone continue to state this is impossible. I am placed on hold for extended periods of time while the *** is "checking on my claim" only to come back and ***eat exactly what they had told me 45mins previously (which is normally just reciting the denial letter which I already have a copy of) if not directly refusing to transfer me when asked to speak to a supervisor or a different department/individual who may be able to answer my question. They absolutely refuse to escalate to any other department or supervisory position. I was told to message my care advocate on the app so that I dont have to wait on hold, but have received no response through the app. They state we called you about this and you didnt pick up yet I have no missed phone calls. It has now been almost two months since the claim was filed and still nobody is able to answer why it was denied. If I was able to speak directly to Blue Shield rather than through this so called "concierge service" I believe this would have been resolved long ago.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Accolade *** is a disgraceful third party vendor and should be put out of business. Throughout 2024 I unfortunately have had to rely on Accolade to be the third party vendor of my health insurance. Because the employer has chosen Accolade it prohibits me from speaking directly with my insurance company. I have used Accolade in the past for little task like assigning PCPs and each time I am in awe of the misinformation and lack of training from the company to be the distributor of the health information for the consumer. I work in **************** and know what customer service is suppose to be and they are well below the expectation. Unfortunately for my services related to February 7 and 8th I have had to try to work with accolade to resolve my denied claims. Accolade has displayed utter incompetence from call after call of misinformation to lack of professionalism. I lost my baby at 22 weeks pregnant due to chronic heart defects and they have refused to work with the insurance company, call the insurance company to retrieve updates or explain the details of the claims in order for the insurance company to reprocess the claims. They have hung up on me when I have called, left me on hold for hours while they displayed unprofessionalism. We contacted the employer to help and finally a supervisor took on my case and was appalled with the behavior of her employees after listen to call after call. With that said she then had sympathy but strangely said they do not speak with the insurance company on reprocessing claims and that we would need an appeal? I work for insurance and am so confused because claims are coded to process but there are cases where we have to force claims to process as needed based on additional detail. I fit in this category and they refused to have that conversation with the insurance. It would have been so easy if I could have spoken with the insurance but becuase they were inbetween I could not. Now it stands I am over the appeal timeline.

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 work for *************** and buy my health insurance through ******* medical provider in ******, but calls are directed straight to a third party called Accolade when calling the 800 number on the back of the health insurance card for questions regarding benefits, claims, etc.I have been trying to find out additional information about claims and benefits on my health insurance and called yesterday and spoke to three representatives.Hold times are very long and whenever we reach a representative, and most times we are transferred to different representatives and stay on secondary holds until either we reach the second representative or the call gets disconnected, most times taking over one hour to get an answer for a ************** I called at 4:08pm PT and the since the voice system did not recognize my entries, I had to call a second time at 4:10pm, since I was trying to log on to the BCBSIL to view some claim information, but the system was giving me an error message when trying to log in.After waiting for about 20 minutes, I was connected to a representative named ****** who helped me with a list of providers, but put me back on hold for a claims representative without waiting with me on the line or introducing my call.After almost 54 minutes my call was disconnected and when I called again, I was advised by a nurse named ***** that the Accolade *************** were already closed and I should call again o0n the next business day. I have been having many problems when trying to reach ****** with questions, because Accolade representatives are not helpful and interfere on members reaching out the provider.

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have been trying to reach an accolade Supervisor who can help with a preauthorization I need for medication that has been denied due to preauthorization which I need to take by Friday 7/26/24. I started calling Accolade on Thursday last week 7/18, left my number for a call back and never received a call, then my husband tried and same thing happened to him. again Monday 7/22/24 I called the accolade number and was on hold for 40 minutes before I had to hang up, my husband tried and was on hold for 30 minutes. Again Yesterday 7/23 we both tried calling and he was on hold for 45 minutes, and I decided to stay on hold until someone answered. After 2 hours I hung up. I have screen shots showing the excessive wait times. I need assistance with my medications ASAP. But this wait time is extreme and unacceptable. I am going to recommend my husband's company withdraw from services with Accolade and the "service" is anything but and will affect my health as a result.

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 9/8/23, I spoke with an accolade member support to confirm coverage for a health service. Said support staff confirmed that this service was covered at %100, no copay and I have physical evidence that this is what was said. Jump to the end of October, I started using the services that I inquired about, I utilized three appointments. One month after I started using service, I received a bill in the mail stating that I owed close to $300 for these services. I contacted Accolade thinking that it was going to be a simple fix because clearly, they gave me misinformation, but it has been h*** trying to get this resolved. I first contacted Accolade regarding the charges in December of 2023 to file a claim and dispute them. After a month and a half of no progress, I was finally moved along to the escalation team and have been dealing with an Accolade staff member by the name of ***** who is supposed to be part of the escalation team. We are now three months into this and have had no movement. Accolade is dragging their feet in taking responsibility for the misinformation that they gave me that has resulted in me acquiring bills that I never should have obtained in the first place. I have made multiple calls, talked to numerous people and each week I hear the same thing, I have no new update. This situation is starting to feel like fraud since they are refusing to return my phone calls now and simply have no new information. At one point, I asked ***** to speak to her supervisor and she told me she did not have one and that she was the highest person to speak to. A couple weeks later I spoke to a different representative, and she was reading me some of the notes that were in the file and one of them notated that ***** was in communication with her supervisor. They are avoiding taking responsibility for their wrongdoing and they are also now lying about their internal team. This experience has been beyond frustrating and I still have no update on the status of my claim.

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Between January and February 2024, I submitted claims for 2 of my children's therapy with the 6 attached invoices via the online portal. I received letters in the mail in response to those claims that say that the claim is missing a paid receipt. I asked several representatives on different occasions what constitutes a paid receipt, and was told that the invoices I submitted contain all of the necessary information and they don't know why the claims weren't processed.Accolade said I should re-submit all the claims via paper mail, so that I'll have tracking proof that the insurance company received them. I clearly already have proof that they received the claims, because they sent me multiple letters saying something was missing. They say the company doesn't have a record of my claims- they only have the invoices and a record of the letters they sent. If they have all of that information, then clearly they received my claims and just decided not to process them.Please process my claims which you received through the online portal, and stop pretending that you don't have the information you need.

• Initial Complaint

  Date:02/19/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Health provider never provided the medical release of information confirmation to be sent to my employer along with a doctors note on my condition. I paid ****** for three sessions and was promised a release of information form and letter to be sent l. I sent the letter as confirmation with one of their agents. I never received the confirmation of the *** nor the letter. They promised to send an emails confirmation after I sent it as it was escalated and they never sent me a letter of recommendation for the workplace accommodations I sought after.

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 son had an ACL and meniscus surgery in January of 2023. Went to physical therapy to recover. Used 25 out of 30 physical therapy sessions that he was allowed by insurance. In August it turned out that he needed to have another meniscus surgery. After the second surgery, the doctor ordered more physical therapy. We used the 5 remaining sessions and then I worked with the doctor to apply for more. I contacted allocate(that was the number in the back of my insurance card). My doctor and I have been talking to them since the beginning of September, submitting paperwork, following up... now it's November 21st and my son is still not approved for more sessions. The doctor has submitted the paperwork 4 times! They keep assuring us that everything is completed and we should just wait for the approval, then weeks go by and they say that they don't have any information and that we have to resubmit it. it seems like every person that I talk to has different information, procedures or has no clue. I finally got in touch with an agent that seemed to take our case seriously. He gathered information, escalated the case to his supervisor and kept following up with me assuring me that everything was taken care of and that the approval should happen by last Friday. It's Tuesday now and when I called Accolade to follow up they had no idea about anything I'm asking about. I called them to complain. A lady promised to look into my case but instead she hung up on me after 20 minutes of me being on hold. This is insane!

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Need massage therapist for my 14 years daughter after spending G all day they sent me marriage therapist. Why they are paying someone -third party to find me a provider. That I can perfectly find myself online ? They are the worst customer service

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 son used an in-network therapist for several visits. His out of pocket should have been $0. We suddenly received an email from the therapist that ****** wasn't covering ANY of the claims for ANY of their ******-covered patients, and then a week later the therapist billed us for the full amount of $874.96. We contacted Accolade (the only number on the insurance card for ******* University of **********), and spoke with an "advocate" who said she would get the records needed and re-process the incorrectly denied claims. Since then, I have tried to contract the "advocate" at Accolade to find out the status of this. I have left her 5 messages over the past 3 weeks and she does not call me back. I have spoken to another representative at Accolade and he said he left her a message to contact me. I have received no contact and I don't know the status of all of this. This has been going on for several months now. I am almost ready to just pay the $874.96 bill to get this out of our lives. This is for my son, ******************.