Complaints

This profile includes complaints for Strata Health Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Strata Health Group

  700 Central Expy S Ste 360 Allen, TX 75013-1002

• 

  Strata Health Group

  PO Box 310 McKinney, TX 75070-8136

• 

  Adroit Health Group /Impact Health limited medical

  PO Box 576 Arnold, MD 21012

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:01/23/2024

  Type:Product 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.

  I have been on hold and back and forth with this company for days and hours on the phone, I finally had cancelled my plan and there is not refund in my account yet after a whole month

  Business Response

  Date: 01/24/2024

  Dear ************,
  
  Thank you for making Adroit Health Group, LLC, aware of the cancellation problems you have encountered.  Our review of your account communication records does indeed support the legitimacy of your complaint.  We note that it appears all of your contacts were with the **************** reps for your agent-of-record, none of whom are employees of our Company.  The agents are independent contractors and their own separate businesses.  However, it is evident that you attempted to cancel only days into your contract which you are permitted to do, and you requested a refund, which should have been honored by the sales agency.  This was not done as timely as it should have been.  Although we were not directly involved in the agencys slow response, we nonetheless apologize for the frustration you have experienced.  The agency indicates that it was awaiting a claims check to ensure the cancelled policies had not been used prior to processing a refund.  However, this process should not have taken as long as it has.  Please rest assured that we are discussing the gravity of these issues with the agency.
  
  Nonetheless, I am pleased to report that your account was, in fact, cancelled and I have approved the refunding of all your fees. For your records, I am appending copies of both your cancellation confirmation and refund receipt to this response.  Please note that, depending on your financial institution, it may take up to five (5) business days before the refund is reflected on your bank statement.  If you have not seen the money credited on your bank account by January 31, ****, please contact me directly at ********************************************, and I will be happy to follow up for you.  Again, please accept my sincerest apologies for the problems you have encountered.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer

• Initial Complaint

  Date:01/23/2024

  Type:Product 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.

  in January of 2023 I signed up to be contacted by health insurance agents and received a call from Adroit Health Care. I feel like I asked them multiple times I they were a "health insurance" and that they assured me that they provided health insurance. maybe not with those words exactly but id so in a misleading way knowing that I was shopping for health insurance. I even received messages from agents at the "Health ****************** when there were issues with the account. It gave me the impression that they were disguising themselves as a government approved medical coverage when in fact they are not. Also to find the name of the plan is almost impossible. it is under the name Adroit health care, but the billing description says strata health care, but the card they give us says first health network. I feel that they sold us a misleading product. I would like to seek my money back from them.

  Business Response

  Date: 01/23/2024

  Dear **********************,
  
  Adroit Health Group, LLC, (Adroit) is disappointed to learn that you are dissatisfied with the *** Health Plan in which you enrolled on our platform.  To clarify your understanding of our business, please be advised that Adroit does not engage in any direct-to-consumer sales.  So, when you assert that you received a sales call from Adroit Health Care, this is simply inaccurate.  Our Company is a general agency that makes certain insurance and non-insurance product offerings available for sale on our enrollment platform by third-party sales contractors, such as the sales rep who sold your policy to you.  Your reference to a Health ***************** is not a name under which our Company operates, and it is respectfully suggested that this may well be the trade name/DBA of the sales agency with whom you dealt.  However, these sales agencies are independent contractors and are neither owned nor operated by Adroit, and they are their own separate and distinct businesses.  
  
  Nevertheless, our agreements with the contractors who use our platform obligate them to provide accurate information to prospective customers concerning products, coverages, exclusions/limitations, and costs.  But to ensure that customers enrolling through our platform understand exactly what they are purchasing and the material terms and conditions of the sale, each contractor is required to provide the customer with an Enrollment Agreement that must be reviewed and signed by the customer prior to sale.  In fact, your Enrollment Agreement was provided to you on September 01, 2023, which you signed at 12:53 p.m., that date, expressly acknowledging that you have read and agree to the terms and conditions set forth therein.  
  
  Contrary to your assertions in your complaint, you were made aware repeatedly that you were not purchasing comprehensive health insurance.  To the contrary, you were expressly made aware that you were purchasing a *** Health Minimum Essential Coverage plan that provided only preventative care coverages as well as a supplemental hospitalization indemnity benefit.  To that point, your attention is called to the following provisions from your Enrollment Agreement of September 01, 2023:
  
  THE *** PLAN IS NOT A MAJOR MEDICAL OR COMPREHENSIVE COVERAGE. (********* Enrollment Agreement, 09/01/2023, p. 3, emphasis added) 
  
  The *** plan covers the preventive health services required by the **** **** (a) without any cost-sharing requirements. All covered In-******* preventive services will be 100%.  covered by the Plan. Out of ******* services will not be covered unless otherwise specified, and the Plan Member will owe 100% of the cost of these services. None of the Preventive Health Services are covered if they are provided at a hospital. (********* Enrollment Agreement, 09/01/2023, p. 3) 
  
  (1) THIS PLAN DOES NOT COVER BENEFITS UNLESS LISTED IN THE SCHEDULE OF BENEFITS, so please review that list carefully.   (********* Enrollment Agreement, 09/01/2023, p. 4, emphasis added) 
  
  (2) THIS GROUP HEALTH PLAN IS LIMITED TO COVERING PREVENTIVE AND WELLNESS SERVICES AS REQUIRED BY THE PATIENT PROTECTION AND AFFORDABLE CARE ACT as well as other benefits noted in the Schedule of Benefits, which describes the benefits covered by the Plan and how these benefits are covered, including information on copays, deductibles, and limitations. (********* Enrollment Agreement, 09/01/2023, p. 4, emphasis added)
  
  (3) The *** plan includes a supplemental benefit for hospitalization confinement payable at $1,000 a day for up to 5 days. (********* Enrollment Agreement, 09/01/2023, p. 4)
  
  (4) I agree that the Limited Partner program I enrolled in DOES NOT REPLACE MAJOR MEDICAL, COBRA, ******************* OR MEDICAL DISABILITY. (********* Enrollment Agreement, 09/01/2023, p. 5, emphasis added)
  
  (5) You understand that the *** benefit plans are NOT MAJOR MEDICAL INSURANCE AND SHOULD NOT BE VIEWED AS A SUBSTITUTE FOR MAJOR MEDICAL COVERAGE. . (********* Enrollment Agreement, 09/01/2023, p. 6, emphasis added)
  
  (6) The *** plans DO NOT COMPLY WITH THE AFFORDABLE CARE ACT (ACA), otherwise known as Obamacare. . (********* Enrollment Agreement, 09/01/2023, p. 6, emphasis added)
  
  (7) The *** Plans have a limited schedule of benefits and will only pay for those items specifically listed in the schedule of benefits.  (********* Enrollment Agreement, 09/01/2023, p. 6)
  
  (8) THIS IS A SUPPLEMENT TO HEALTH INSURANCE AND IS NOT A SUBSTITUTE FOR MAJOR MEDICAL COVERAGE. LACK OF MAJOR MEDICAL COVERAGE (OR OTHER MINIMUM ESSENTIAL COVERAGE) MAY RESULT IN AN ADDITIONAL PAYMENT WITH YOUR TAXES. (********* Enrollment Agreement, 09/01/2023, p. 6, emphasis original)
  
  (9) [Y]ou acknowledge that you have read and reviewed each of the statements listed above. You further acknowledge that you have no questions regarding any of the limitations and exclusions of your *** BENEFIT plan. (********* Enrollment Agreement, 09/01/2023, p. 6)
  
  (10) I acknowledge that I have read and agree to the terms and conditions set forth in this agreement.  (********* Enrollment Agreement, 09/01/2023, p. 7)
  
  With regards to your allegations concerning name confusion, your Enrollment Agreement specifies in multiple places that you were purchasing products through Adroit Health Group, LLC.  However, in certain states, we are required or may choose to operate under other trade names, which includes Strata Health Group.  This is also clearly explained in your Enrollment Agreement (For example, Your payment information is protected on a PCI-DSS certified secure server. Payment and billing services are conducted through an agreement between the ***************************** and us, Adroit Health Group LLC, dba Strata Health Group LLC or Adroit Insurance Solutions LLC (depending on state). - ********* Enrollment Agreement, 09/01/2023, p. 8 ).
  
  Likewise, your assertion that we have misrepresented First Health ******* is also without merit. As explained in your Enrollment Agreement, the First Health ******* is the provider network through which you are obligated to seek services as a condition of receiving the full benefit of your *** plan just as any other insurance plan in the country that has a network provider requirement.  It is clearly noted in your agreement, Your Plan allows you to enjoy significant savings through the First Health *******, which can significantly reduce your out-of-pocket expenses. Out of network services are not covered for Wellness Benefits and Physician Services. Indemnity Benefits are not subject to this exclusion.
  
  Unfortunately, we are unable to accommodate your demand for a refund of charges.  Refund eligibility is limited to cancellations that occur in the first thirty (30) days of enrollment.  As noted in your Enrollment Agreement, Beginning on the effective date of your plan, you have a 30-day right to review for cancellation as long as there are no claims utilized, including usage of prescription program. In that case, the plan may be eligible for a refund (less the $15 enrollment fee), and all medical claims will be denied retroactive to the effective date. AFTER 30 DAYS, ANY PAYMENTS MADE WILL NOT BE ELIGIBLE FOR A REFUND  (********* Enrollment Agreement, 09/01/2023, p. 4, emphasis added).  The purpose of this thirty-day period is precisely to allow our customers ample opportunity to review their coverages and costs and ensure their satisfaction.  You were afforded this full thirty-day period during which time you chose not to avail yourself of this opportunity.  Because your account commenced in September of 2023, it is no longer eligible for a refund.
  
  Again, we regret that you are not satisfied with the disclosures concerning your *** Health Plan.  We have reviewed your account record and note that you called in to Adroits *************************** yesterday (January 22, ****) with questions concerning your billing and statement, and this call was transferred to your agent of record.  A subsequent note indicates that the call was satisfactorily handled and the account remains active.  In the event you now wish to cancel your account, you are urged to do so prior to February 10, ****, which is the deadline for the next billing cycle.  To cancel, you may contact your agent of record directly or Adroits *************************** ***************) and someone will be happy to transfer you to your agent.  Should you encounter any problems with your cancellation, if so desired, please contact our ********************* directly at ****************************, and we can follow up for you.  
  
  Sincerely,
  
  *************************
  General Counsel & Chief Compliance Officer

• Initial Complaint

  Date:01/22/2024

  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.

  There is no way to get in touch with this company to cancel the recurring payment that Ive been making for insurance that is non-existent.I want my $$$ returned.

  Business Response

  Date: 01/23/2024

  ******************,
  
  Thank you for making Adroit Health Group aware of your dissatisfaction with your cancellation process.  When you initially enrolled for your limited medical policy on November 28, 2022, you were provided a Member Portal Registration E-mail, which you opened and read on November 28, 2022, at 1:49 p.m., wherein you were provided the contact information to reach your agent-of-record, as well as the e-mail address and telephone number for Adroits **************** Department.  A copy of this November 28, 2022, e-mail is enclosed with this response.  Our first record of any contact that you had with our Company after that date occurred on January 23, ****, at 9:43 a.m., when you called requesting to cancel.  Because cancellations must be processed by the agent-of-record, our **************** staff advised you of the need to connect you with the agent, provided you with the agents contact number (again), and attempted to transfer the call.  Because the agent was tied up on another line, you were properly advised that the agent would follow up with you within 72 hours.  However, at that time, a billing hold was placed on your account to prevent any further ******** pending the formal cancellation.  While it is possible that you may have previously attempted to contact the agent-of-record directly, we show no record of this and can only speak to the steps taken by our Company.
  
  In fact, your account was cancelled by your agent-of-record as of 10:22 a.m., this morning, January 23, ****, which we note occurred prior to notice of your BBB complaint.  A copy of the cancellation notice that was e-mailed to you earlier this morning is also appended to this response for reference.  
  
  With regards to your demand for a refund, your entitlement to a retroactive refund is limited to cancellations that occur in the first thirty (30) days of the account.  Because your account dates back to 2022, it is not eligible for a refund.  
  
  We regret that the cancellation process outlined above did not sufficiently meet your expectations.  However, that cancellation has been processed and will not be billed further.  Thank you for being a valued customer of ********************.
  
  Best regards,
  
  *************************
  General Counsel & Chief Compliance Officer
  

• Initial Complaint

  Date:01/17/2024

  Type:Product 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.

  On 11/7/23 I foolishly signed up with Adroit Health Group/Premium Care One forc$****** plus $55.87 for dental. By 11/27/23 I realized my mistake and sent an email canceling my membership and requesting reimbursement of funds. I even called to confirm. Money was then fraudulently taken from my account on 12/16/23. My bank said I had to follow up with Adroit. I called and spoke to a rude person who stated they canceled the plan and I would be reimbursed. After 10 business days I had no refund and I again followed up, with no response. I contacted my bank which started an investigation. I also contacted the **** This month, on 1/16/34 I was again robbed when ****** was taken out of my account. Apparently they only canceled the dental. My bank missed this fraudulent activity because now Adroit is now called Strata Health Group. The bank started another investigation and I canceled my card. I will again follow up with the ****

  Business Response

  Date: 01/24/2024

  Hi ******************,
  
  Thank you for making Adroit Health Group, LLC, (Adroit) aware of the problems you recently encountered with regards to your cancellation.  Please be advised that the agency from which you purchased your TVP Health plan was, as referenced in your complaint, ************ One.  They are an independent contractor and not owned or operated by Adroit.  We do not engage in direct-to-consumer sales;  rather, we make certain insurance and non-insurance products available to third-party *************** for sale to consumers through our enrollment platform. 
  
  Our account records do not reflect any calls from you to Adroit at any point following your sale in November-2023.  However, I appreciate you providing additional information to our ********************* staff in the last few days when we called to inquire about your complaint.  Based on the information provided, we believe that you did, in good faith, attempt to cancel your account on or about November 27, 2023.  Our subsequent investigation of your complaint has found that the sales agency employee who took your call only entered a call note in their file but failed to notify ****** Services to process the cancellation of the account and issue the refund.  That particular employee is no longer with their agency, but the agency has committed to addressing the correct process with their remaining staff to ensure the problem does not recur.
  
  Nevertheless, I can confirm that your account has been cancelled.  Additionally, this date, I have directed our ****************** to process refunds for your first two (2) payments.  Copies of the refund receipts are appended to this response.  With regards to your third (and only other) payment, we are unfortunately unable to process a refund at this time due to your initiation of a chargeback dispute with your bank.  When this happens, the charge is removed from our queue and is unable to be adjusted until such time as the bank completes its review.  However, in the likely event that the bank upholds the validity of the charge, please contact our ********************* directly at ****************************, and they can assist with getting you a refund of the remaining charge at that time.
  
  We apologize for the problems you have encountered in this matter and hope that these remedial efforts are satisfactory.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer

• Initial Complaint

  Date:01/12/2024

  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.

  ADROIT HEALTH GROUP Thank you for your order!This transaction appears on your statement as "AdroitHealthGroup ************" or "Health **********"Description:Key Protector AME+AD&D (Standalone)Member ************ Today's Charges:$84.95 Member Information *********************** ********************************************************************* ***************** ACH/Bank Draft - xxxx2011 Date:July 31, 2023 Transaction *********** Plan Information The details of your program, or policy schedule of benefits, will be sent under separate cover from the administrator via electronic or paper method.Agent Contact Information *************************** Independent Agent (800) 752-6916 **** have any questions, please contact your agent or ************** (Mon-Fri 8:00 am to 5:00 pm CST)69-3563 or ********************* I was scammed into paying this company for health insurance for six months. They never covered me for health insurance during this time of 8-01-23 to 01-03-24 I was charged monthly $84.95 through bank transfers without my consent.

  Business Response

  Date: 01/15/2024

  ****************,
  
  Adroit Health Group, LLC, is in receipt of your recent complaint alleging that you were fraudulently scammed into paying for health insurance without your consent.  
  
  We note that you previously contacted our *************************** on January 05, ****, claiming instead that you did not know who was taking money out of your bank account.  However, the verbiage that you carefully quote at the beginning of your BBB complaint was taken word-for-word from the very first payment receipt e-mailed to you on July 31, 2023, at 2:36 p.m.  Our records reflect that you first opened this e-mail on July 31, 2023, at 3:29 p.m.  We also show that you opened a Member Portal Notification e-mail on July 31, 2023, and three (3) other payment reminder e-mails from our Company on  August 25, 2023, September 24, 2023, October 25, 2023.  So to assert now that you had no knowledge of these transactions is simply incorrect.  It is unclear how one would be able to quote verbatim from a payment e-mail and at the same time assert that he had no knowledge of the charges that this very receipt evidences.  A copy of the July payment receipt is enclosed herewith for *********** reference.
  
  Further, at the time you enrolled for coverage with ******************, your agent of record, you were required to review and execute an Enrollment Agreement.  You electronically signed this Enrollment Agreement, which carefully detailed all of your coverages and the monthly charges for each, on July 31, 2023, at 3:24 p.m.  The internet protocol address for the device on which you signed your enrollment agreement corresponds to your residence in ************.  We note that your agent of record works in *******, and thus it would have been physically impossible for him to falsify your signature on the document from the other side of the country.  A copy of your Enrollment Agreement is also provided with this response for future reference.
  
  With regards to your contention that these payments occurred without your consent, your attention is called to the following authorizations in your Enrollment Agreement dated July 31, 2023:
  
  -  You agree that you are enrolling in/applying for benefits or services that include a recurring monthly payment. You expressly authorize Adroit Health Group, through its TPA Multiply Benefits, to automatically debit your bank account or credit card on the monthly agreed upon due date.  (Enrollment Agreement, p. 1) 
  
  -  You also acknowledge and agree that your monthly payment(s) will be automatically charged or drafted every month from the credit card, debit card or bank account you provided to us. (Enrollment Agreement, p. 1)
  
  -  You authorize Adroit Health Group to store your payment credentials to be used for future transactions on the monthly agreed upon due date. (Enrollment Agreement, p. 1)
  
  -  You understand that this authorization will remain in effect until you cancel it in writing, and you agree to notify Adroit Health Group in writing of any changes in your account information or termination of this authorization at least 5 business days prior to the next payment due date.  (Enrollment Agreement, p. 1)
  
  In sum, Adroit Health Group, LLC, respectfully disagrees with your assertions that you had no knowledge of this transaction, that you were scammed, and that you did not consent to the purchase of insurance products.  Additionally, we dispute your claim that these charges were taken without your consent, as the contract you signed contained ample disclosures of products, coverages, and costs, which you reviewed and signed prior to incurring any charges.
  
  This response will confirm, however, that your account was cancelled at your request on January 10, ****, and you will incur no further charges in association with this account.  A copy of your cancellation notification e-mail is also enclosed with this response.  We regret that you did not find your Adroit account to be to your liking, and we hope that you were able to find other coverages that better suits your needs.
  
  Sincerely,
  
  *************************
  General Counsel & Chief Compliance Officer 

  Customer Answer

  Date: 01/21/2024

  I am rejecting this response because:   I want a copy of my signature and voice recording. 
  I never received my introduction e-mail to Adroit Health group I never received any info on exactly what I was paying for. 
  I want a copy of everything I signed .

  I only received four payment reminders from adroit health. 
  

  Business Response

  Date: 01/22/2024

  ****************,
  
  Thank you for your response.  Per your request, please find attached a copy of the enrollment agreement that you signed on July 31, 2023, which was previously provided in response to your earlier complaint.  Additionally, as you have requested, we are providing a copy of the introductory portal notification e-mail that you were sent on July 31, 2023, which you opened and read on July 31, 2023, at 3:28 p.m.  Unfortunately, Adroit does not maintain voice recordings of sales calls, as all such communications are undertaken by third party sales contractors and not by our company.  Your request for a recording of the sales call, if any, should be directed to your agent-of-record, *******************************, who we reiterate is not an employee of our company. 
  
  Sincerely,
  
  *************************
  General Counsel & Chief Compliance Officer 

  Customer Answer

  Date: 01/22/2024

  I am rejecting this response because:   I want my full refund 6 months of false health coverage !!!

  509.07 refund 

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  Date of transaction: 12/14/23 I was looking to sign my spouse up for insurance as a surprise for Christmas, and misinformed that I'd able to cancel/get a refund if I changed my mind up until January 11, ****. When I called and canceled today, I was told that I'd not be getting a refund, as the last day to end enrollment was 1/1. I I believed that insurance benefits would not begin until the new year. Logging into the member portal online, it says that benefits do not activate until 1/1/24. It doesn't make sense that I'd be charged for a month that benefits aren't even active. I was unsuccessful at getting a refund from the merchant, and would like steps taken to ensure my money is refunded. This business is dishonest, and took over 2 hours to cancel my service by making me wait on hold for ***** min intervals, just to disconnect the line. Because of this, I had to call repeatedly and miss time at work for a process that should've simply taken minutes. This business makes it intentionally very difficult to cancel.

  Business Response

  Date: 01/15/2024

  **********************,
  
  Thank you for making Adroit Health Group aware of the problems you encountered in attempting to cancel your husbands account.  Please be advised that our account records reflect that all contacts you had regarding this matter were with the agent-of-record, who is not an employee of our Company.  The sales agencies are independently owned and operated and not affiliated with Adroit.  
  
  However, the communication notes entered into your account record by the sales agency indicate that the cancellation process was hindered because you were attempting to cancel your husbands account and HIPAA privacy laws were preventing the agency from discussing his account with you without his authorization.  There is nothing in the account notes referencing your other complaints.
  
  However, our account records indicate that the account was cancelled on January 11, ****, with a confirmation emailed to the accounts designated e-mail address on January 11, ****, at 2:29 p.m.  Additionally, a full refund of all charges was processed that same date, January 11, ****, at 3:52 p.m.  Should your husband need copies of the refund receipt or cancellation confirmation, he may contact Adroits **************** Department.  He may also authorize the discussion of these matters with you by contacting ****************.  Additionally, please be aware that, depending on your financial institution, it can take up to five (5) business days before a refund is reflected on your bank statement.
  
  I apologize that the sales agency made this process more difficult than you wanted.  However, our review of the account records suggests that they were following appropriate protocols to ensure the privacy of your husbands account information.  Nevertheless, we are happy that the account was indeed cancelled and your payments refunded. 
  
  Should you require anything further, please do not hesitate to contact me directly at *******************************************.  
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer   

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  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.

  On 10/2/2023 I purchased a policy from this company. This is the first time I have had to purchase a self-insurance policy, so I was sure to ask the agent a copious amount of questions. Among the questions asked, I asked who the provider was and if my existing doctors would be in network. I gave them my surgeon, Infectious disease doctor and even my therapist's contact information. We looked them up and he said yes, these are all in network and then told me I was purchasing a plan with *****. I purchased this proactively knowing my ********** plan would be ending soon. Once my ********** plan ended this became my primary insurance. It was not taken by my surgeon's office, therapist or any other doctors. My wife had to go to urgent care and even urgent care would not accept! Above all, I took the card to the Pharmacy- the Pharmacist himself said he had never seen this insurance and it just took him to an RX discount site. Needless to say, I have had to pay out of pocket for urgent care trips, medications, and doctor visits until my new insurance started on 1//2024. I called to cancel my policy on 12/12/2023; the representative was incredibly rude when I inquired about a cancellation/refund (if call is recorded, I asked her to be cordial and not raise her voice). She said it's a limited plan and you should have checked to see if your doctors were in network. I informed her on 10/2 that I did. She abruptly said I will cancel your policy.I think it is fair to ask for the $877 refund as not a single transaction was made within this policy over the duration of having it. They misrepresented themselves and never mentioned being a "limited" policy at time of purchase. It is unfortunate that I will be out of all the *** expenses, but I will settle for the refund ($446 on 10/2 and $431 on 11/29).

  Business Response

  Date: 01/16/2024

  ************,
  
  Thank you for making Adroit Health Group, LLC, (Adroit or the Company) aware of your dissatisfaction with the *** Health minimum essential coverage plan that you purchased through our Company on October 02, 2023.  
  
  Please be advised that our Company does not engage in direct-to-consumer sales.  Rather, we are a general agency that makes certain insurance and non-insurance products available for sale by third-party independent contractors through our enrollment platform.  All sales are conducted by third party agents who are neither owned nor affiliated with Adroit.  However, our contracts with all sales contractors obligate them to provide accurate information to prospective customers concerning product offerings, exclusions and limitations, and associated costs.  Our account records also indicate that the individuals with whom you spoke were employees of the sales agency and not Adroit Health Group.  
  
  At the outset, we should emphasize that, in order to avoid miscommunications and misunderstandings, we require that all sales on our platform be memorialized through a written enrollment agreement that is electronically signed at the time of sale.  Contained within this enrollment agreement are important disclosures concerning the products that are intended to call your attention to key aspects of the sale.  Your enrollment agreement, signed on October 02, 2023, details ALL products that you have agreed to purchase, which in your particular case was only the *** Health minimum essential coverage plan.  There is no reference to any other product, specifically including but not limited to any Aetna plan.  In fact, our Company does not even offer any Aetna health plans.  By contrast, the *** Health **** is a minimum essential coverage plan that provides only wellness and preventative health coverages, along with a supplemental indemnity benefit that covers certain hospitalization costs.  Additionally, your *** Health **** also includes free physician telemedicine services.  However, it is clearly and expressly pointed out to all customers that the *** Health plan is NOT comprehensive health coverage.

  Your attention is called to the following important disclosures in your enrollment agreement dated October 02, 2023:
  
  - The *** plan is not a Major Medical or Comprehensive Coverage. The *** plan covers the preventive health services required by the **** **** (a) without any cost-sharing requirements.  (Enrollment Agreement, 10/02/2023, pp. 3-4)
  
  - All covered In-******* preventive services will be 100% covered by the ****. Out of ******* services will not be covered unless otherwise specified, and the **** Member will owe 100% of the cost of these services. None of the Preventive Health Services are covered if they are provided at a hospital.  (Enrollment Agreement, 10/02/2023, p. 4)
  
  - This **** does not cover benefits unless listed in the Schedule of Benefits, so please review that list carefully. This group health plan is limited to covering preventive and wellness services as required by the Patient Protection and *************** Act as well as other benefits noted in the Schedule of Benefits, which describes the benefits covered by the **** and how these benefits are covered, including information on copays, deductibles, and limitations. (Enrollment Agreement, 10/02/2023, p. 4)
  
  - The *** plan includes a supplemental benefit for hospitalization confinement payable at $1,000 a day for up to 5 days. Neonatal ************** (NICU) is not covered.  (Enrollment Agreement, 10/02/2023, p. 4)
  
  - You understand that the *** benefit plans are not major medical insurance and should not be viewed as a substitute for major medical coverage. Enrollment Agreement, 10/02/2023, p. 6)
  
  - The *** plans do not comply with the *************** Act (ACA), otherwise known as "Obamacare."  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - ************ Indemnity Benefit of these plans do not cover any pre-existing conditions. (Enrollment Agreement, 10/02/2023, p. 6)
  
  - The *** ****s have a limited schedule of benefits and will only pay for those items specifically listed in the schedule of benefits.  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - The *** ****s have a 30-day waiting period before coverage is provided.  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - THIS IS A SUPPLEMENT TO HEALTH INSURANCE AND IS NOT A SUBSTITUTE FOR MAJOR MEDICAL COVERAGE.  (Enrollment Agreement, 10/02/2023, p. 6, emphasis original)
  
  - By placing your signature below, you acknowledge that you have read and reviewed each of the statements listed above. You further acknowledge that you have no questions regarding any of the limitations and exclusions of your *** BENEFIT plan.  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - I agree that I have a full and complete understanding of the products for which I am applying. (Enrollment Agreement, 10/02/2023, p. 10)
  
  - I acknowledge that I have read and agree to the terms and conditions set forth in this agreement.  (Enrollment Agreement, 10/02/2023, p. 10)
  
  Hence, the above and foregoing disclosures clearly and repeatedly detail that you were purchasing preventative and wellness coverages only and not comprehensive insurance coverage as has been alleged.  In fact, *** is referenced 24 times in the enrollment agreement.  By contrast, there is no reference whatsoever to Aetna in the entirety of the enrollment agreement.  
  
  With regards to your specific allegation that the *** Health plan was not accepted by your surgeon, your therapist, or urgent care, it is respectfully suggested that the reason it was not accepted was not because the providers were out-of-network, but rather because the underlying care that you were trying to get covered under the minimum essential coverage plan was not preventative and wellness services, and as such did not qualify regardless of the provider rendering those services. However, because Adroit is not the payor, we are not privy to your claims or your health care records, so this is merely supposition (although it is unlikely that a surgeon would be providing preventative care).  However, we acknowledge that if you were, in fact, receiving preventative/wellness services consistent with the plan, it would not be covered if provided by an out-of-network provider.
  
  Further, with regards to your demand for a refund, please be advised that our Company policy is to provide all customers with a thirty (30) day period to review their plans, during which time they may cancel for any reason and receive a full refund of charges.  This refund policy is expressly referenced in your Enrollment Agreement (see page 4), which provides, in pertinent part:  Beginning on the effective date of your plan, you have a 30-day right to review for cancellation as long as there are no claims utilized, including usage of prescription program. In that case, the plan may be eligible for a refund (less the $15 enrollment fee), and all medical claims will be denied retroactive to the effective date. After 30 days, any payments made will not be eligible for a refund.  
  
  Unfortunately, your plan was effective as of October 15, 2023, but you did not cancel until December 29, 2023.  As such, you are outside the 30-day refund window and not entitled to a refund per the terms of your contract.  However, it appears that you may not have understand the plan you were purchasing despite our best efforts to carefully detail all material provisions in writing prior to sale.
  
  For this reason, I have this date directed our ****************** to process a full refund of all of your charges.  This refund shall not be construed or deemed as an admission of any fault or liability on the part of Adroit Health Group, LLC, and its affiliates, and instead represents solely a transaction, compromise, and settlement of a disputed claim.  Please be aware that, depending on your particular financial institution, it may take up to five (5) business days before the refund is reflected on your credit card statement.  In the event you have not seen this refund within the next week, please contact my office directly at *******************************************, and I will be happy to follow up on your behalf.

  
  Again, we are sorry that you did not find your *** Heath **** to adequately meet your needs, but we hope that the remedial measures detailed hereinabove will prove satisfactory.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer

  Business Response

  Date: 01/16/2024

  ************,
  
  Thank you for making Adroit Health Group, LLC, (Adroit or the Company) aware of your dissatisfaction with the *** Health minimum essential coverage plan that you purchased through our Company on October 02, 2023.  
  
  Please be advised that our Company does not engage in direct-to-consumer sales.  Rather, we are a general agency that makes certain insurance and non-insurance products available for sale by third-party independent contractors through our enrollment platform.  All sales are conducted by third party agents who are neither owned nor affiliated with Adroit.  However, our contracts with all sales contractors obligate them to provide accurate information to prospective customers concerning product offerings, exclusions and limitations, and associated costs.  Our account records also indicate that the individuals with whom you spoke were employees of the sales agency and not Adroit Health Group.  
  
  At the outset, we should emphasize that, in order to avoid miscommunications and misunderstandings, we require that all sales on our platform be memorialized through a written enrollment agreement that is electronically signed at the time of sale.  Contained within this enrollment agreement are important disclosures concerning the products that are intended to call your attention to key aspects of the sale.  Your enrollment agreement, signed on October 02, 2023, details ALL products that you have agreed to purchase, which in your particular case was only the *** Health minimum essential coverage plan.  There is no reference to any other product, specifically including but not limited to any Aetna plan.  In fact, our Company does not even offer any Aetna health plans.  By contrast, the *** Health **** is a minimum essential coverage plan that provides only wellness and preventative health coverages, along with a supplemental indemnity benefit that covers certain hospitalization costs.  Additionally, your *** Health **** also includes free physician telemedicine services.  However, it is clearly and expressly pointed out to all customers that the *** Health plan is NOT comprehensive health coverage.
  Your attention is called to the following important disclosures in your enrollment agreement dated October 02, 2023:
  
  - The *** plan is not a Major Medical or Comprehensive Coverage. The *** plan covers the preventive health services required by the **** **** (a) without any cost-sharing requirements.  (Enrollment Agreement, 10/02/2023, pp. 3-4)
  
  - All covered In-******* preventive services will be 100% covered by the ****. Out of ******* services will not be covered unless otherwise specified, and the **** Member will owe 100% of the cost of these services. None of the Preventive Health Services are covered if they are provided at a hospital.  (Enrollment Agreement, 10/02/2023, p. 4)
  
  - This **** does not cover benefits unless listed in the Schedule of Benefits, so please review that list carefully. This group health plan is limited to covering preventive and wellness services as required by the Patient Protection and *************** Act as well as other benefits noted in the Schedule of Benefits, which describes the benefits covered by the **** and how these benefits are covered, including information on copays, deductibles, and limitations. (Enrollment Agreement, 10/02/2023, p. 4)
  
  - The *** plan includes a supplemental benefit for hospitalization confinement payable at $1,000 a day for up to 5 days. Neonatal ************** (NICU) is not covered.  (Enrollment Agreement, 10/02/2023, p. 4)
  
  - You understand that the *** benefit plans are not major medical insurance and should not be viewed as a substitute for major medical coverage. Enrollment Agreement, 10/02/2023, p. 6)
  
  - The *** plans do not comply with the *************** Act (ACA), otherwise known as "Obamacare."  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - ************ Indemnity Benefit of these plans do not cover any pre-existing conditions. (Enrollment Agreement, 10/02/2023, p. 6)
  
  - The *** ****s have a limited schedule of benefits and will only pay for those items specifically listed in the schedule of benefits.  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - The *** ****s have a 30-day waiting period before coverage is provided.  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - THIS IS A SUPPLEMENT TO HEALTH INSURANCE AND IS NOT A SUBSTITUTE FOR MAJOR MEDICAL COVERAGE.  (Enrollment Agreement, 10/02/2023, p. 6, emphasis original)
  
  - By placing your signature below, you acknowledge that you have read and reviewed each of the statements listed above. You further acknowledge that you have no questions regarding any of the limitations and exclusions of your *** BENEFIT plan.  (Enrollment Agreement, 10/02/2023, p. 6)
  
  - I agree that I have a full and complete understanding of the products for which I am applying. (Enrollment Agreement, 10/02/2023, p. 10)
  
  - I acknowledge that I have read and agree to the terms and conditions set forth in this agreement.  (Enrollment Agreement, 10/02/2023, p. 10)
  
  Hence, the above and foregoing disclosures clearly and repeatedly detail that you were purchasing preventative and wellness coverages only and not comprehensive insurance coverage as has been alleged.  In fact, *** is referenced 24 times in the enrollment agreement.  By contrast, there is no reference whatsoever to Aetna in the entirety of the enrollment agreement.  
  
  With regards to your specific allegation that the *** Health plan was not accepted by your surgeon, your therapist, or urgent care, it is respectfully suggested that the reason it was not accepted was not because the providers were out-of-network, but rather because the underlying care that you were trying to get covered under the minimum essential coverage plan was not preventative and wellness services, and as such did not qualify regardless of the provider rendering those services. However, because Adroit is not the payor, we are not privy to your claims or your health care records, so this is merely supposition (although it is unlikely that a surgeon would be providing preventative care).  However, we acknowledge that if you were, in fact, receiving preventative/wellness services consistent with the plan, it would not be covered if provided by an out-of-network provider.
  
  Further, with regards to your demand for a refund, please be advised that our Company policy is to provide all customers with a thirty (30) day period to review their plans, during which time they may cancel for any reason and receive a full refund of charges.  This refund policy is expressly referenced in your Enrollment Agreement (see page 4), which provides, in pertinent part:  Beginning on the effective date of your plan, you have a 30-day right to review for cancellation as long as there are no claims utilized, including usage of prescription program. In that case, the plan may be eligible for a refund (less the $15 enrollment fee), and all medical claims will be denied retroactive to the effective date. After 30 days, any payments made will not be eligible for a refund.  
  
  Unfortunately, your plan was effective as of October 15, 2023, but you did not cancel until December 29, 2023.  As such, you are outside the 30-day refund window and not entitled to a refund per the terms of your contract.  However, it appears that you may not have understand the plan you were purchasing despite our best efforts to carefully detail all material provisions in writing prior to sale.
  
  For this reason, I have this date directed our ****************** to process a full refund of all of your charges.  This refund shall not be construed or deemed as an admission of any fault or liability on the part of Adroit Health Group, LLC, and its affiliates, and instead represents solely a transaction, compromise, and settlement of a disputed claim.  Please be aware that, depending on your particular financial institution, it may take up to five (5) business days before the refund is reflected on your credit card statement.  In the event you have not seen this refund within the next week, please contact my office directly at *******************************************, and I will be happy to follow up on your behalf.
  
  Again, we are sorry that you did not find your *** Heath **** to adequately meet your needs, but we hope that the remedial measures detailed hereinabove will prove satisfactory.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer

  Customer Answer

  Date: 01/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/04/2024

  Type:Sales and Advertising 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.

  I was lied to about purchasing this "insurance plan" from a separate health insurance broker. Once I realized the plan I purchased does not cover my specialty prescriptions like I request. I submitted documentation on the portal, via e-mail and on the phone to cancel my "membership". In the enrollment contract I signed with them, it states ********************** POLICY If you are not completely satisfied with your ABA Membership package, please call the *************************** at ************. We will be happy to issue a complete refund of membership dues within the first thirty (30) days. We want you to be 100% satisfied with your ABA savings and services. Please be aware that premium & dues cant be refunded if a claim was filed for any enrolled insurance. Note: This membership is separate from any other insurance or supplemental products you have purchased. Please contact your agent for any products other than an ABA Membership, ABA Group Insurance Product, and any of the a la carte health and wellness non-insurance Membership Enhancement subscription packages. If you are canceling, please make sure to cancel using our cancellation phone number at ************ or email *********************************** They are refusing to cancel my membership and give me a refund. They put me on hold for HOURS and transfer me to at least 5 different agents trying to get me to stay on.

  Business Response

  Date: 01/05/2024

  **********************,
  
  Thank you for making our Company aware of the challenges you had with cancelling your account.  When a customer contacts customer service with a cancellation request, our normal practice is to place the account on hold so as to suspend further charges and then connect you with your agent-of-record, who is responsible for your account.  When you contacted us on January 03, ****, this is precisely what transpired. 
  
  Based on the communication notes in your account record, it appears that the agent of record was on another call or otherwise unavailable at the time of your initial call on January 03, ****,, and a message was transmitted to the agent.  You were also provided the agents contact number and advised that he/she would call you back within 72 hours.  Nevertheless, rather than waiting that full period, it appears you called back the next day on January 04, ****, and we attempted to transfer you to your agent once more.  Again, the agent-of-record is the individual authorized to make changes on your account at your request.  The sales agency contacted you approximately three hours later, and their notes indicate that your call dropped and they attempted to call you back four (4) times and finally left a voicemail message for you.  Then it appears that you were able to speak with the sales agency thirty (30) minutes later.  We apologize that this  process presented challenges with third party sales contractors who are not our employees being stuck on other calls and for technical glitches associated with dropped cell phone calls.
  
  Our records do not reflect multiple hours of calls or transfers to five (5) different agents, although it is possible that this may have occurred once you were speaking with the sales agency, which is not owned or operated or otherwise affiliated with our Company.  If such did in fact occur, we apologize.
  
  However, we are pleased to report that your account has been cancelled and your charges refunded to you this date (December 05, ****) in accordance with our Company policy.  Copies of the cancellation notice and refund receipt, which have been separately e-mailed to you, are also included with this response for reference.
  
  Please be aware that, depending on your particular financial institution, it can take up to five (5) business days before your refund is reflected on your credit card statement.  If you have not seen the refund hit your account by this time next week, please feel free to e-mail me ********************************* and Ill gladly follow up for you.  We apologize for the resulting two-day delay in resolving this matter to your satisfaction.
  
  Kindest regards,
  
  *************************
  General Counsel & Chief Compliance Officer

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising Issues
  Status:

  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.

  I Called the phone number on the coloradohelathcoverage.org website when I applied, or thought I applied, for ******** on 12/15/23. I spoke with *** who told me he was with Strata Health/Adroit Health and would be my agent. He signed me up for "interim" insurance while I was waiting for ******** to be approved. I was told that would take 3-6 months. I was told that I would have paper cards in a week to a week and a half and that I would also receive an email that showed I was covered effective 1/1/2024. He told me he could be reached at ******************. He also set me up with a separate prescription plan. The health insurance came to $597.85 and the ********* plan was $54.95. Both of those amounts were pulled from my card on 12/18/23. I have gotten email info on the ********* but never got the confirmation email for the health coverage. Today I called the ************ phone number but there was no way to enter an extension. I spoke with ***** who also told me I would have an email within **** minutes. 45 minutes later, no email. They were 45 minutes from closing, so I called again. I got an answering service. ********* told me she would pass my message on. I gave her an alternate email even though I had checked and neither Strata nor Adroit are on my blocked calls list. This company has consistently failed to follow through on commitments. I believed I was speaking to a reputable agency since I had contacted the phone on the website that the ******** website directed me to.

  Customer Answer

  Date: 01/04/2024

  I have been in communication with both *************** and ************************* at Adroit Health.  *** was able to confirm that what was purchased was supplemental rather than full insurance and also to send me a visual on the coverage, which is insufficient for my medical needs.  The agent was less than forthcoming regarding this.  I have been told they were willing to refund and have accepted that but have not yet received that refund or confirmation that they received the refund request.  I emailed that refund request to each of them today.

  Business Response

  Date: 01/05/2024

  ********************,
  
  Thank you for making Adroit aware of the problems you encountered contacting your agent-of-record.  We sincerely regret that you were dissatisfied with your account, but have confirmed that a cancellation and refund have been processed at your request.
  
  Please be advised that our Company does not engage in direct-to-consumer sales, as all sales on our platform are conducted by third-party independent contractors that are neither owned or operated by, nor affiliated with Adroit Health Group, LLC.  The telephone number that you cite in your complaint actually belongs to your agent-of-record, and Adroit has no access to this number.
  
  With regards to your specific complaints, you first alleged that on December 15, 2023, you were told by the agent-of-record that you would receive an e-mail confirming your health coverage as well as paper member identification cards. Typically, hard copy fulfillment is processed within 15 days of the effective date of coverage, which was not until January 01, ****, for your account.  However, you had instant access to all plan documents and identification cards from the very date you enrolled and you were notified of your account at that time.  We note that you signed your enrollment agreement on December 15, 2023, at 12:38 p.m., and approximately three (3) minutes later, you received a welcome e-mail from our Company.  This welcome e-mail contained the following important disclosures concerning your account and coverages, which specifically included an explanation about accessing your account information through our electronic member portal, to wit:
  

  - Congratulations! Your electronic application information has been received.
  

  - Heres some important information about accessing your product information and important documents from the member portal. Please save this email so you can refer to it later.
  

  - "You have 24/7 access to important product information and program documents via the Member Portal. Your login instructions are listed below. Please register to use the Member Portal as soon as possible using the link provided.NOTE:Most product documents and important information isonlyprovided electronically from within the member portal.
  

  - If any of your product(s) enrolled include ID cards, digital ID cards are available in the member portal from the 'view and print' button next to the product name.
  

  - Once you are in the portal, you can access information and documents pertaining to the product(s) you have enrolled in by clicking the links for Product Documents and Your Product Information.
  

  - The Member Portal is also a convenient way to update your contact information, view your payment history, update and change your method of payment or view your product enrollment information.
  

  Our e-mail records show that you opened and read this welcome e-mail with all of the above-referenced disclosures on December 15, 2023, at 02:11:42 p.m.  A copy of this welcome e-mail with the referenced disclosures (and noting the date and time that you opened same) is enclosed herewith for your reference.  
  

  Additionally, if you had logged into the online member portal, as explained in the December 15, 2023, e-mail you received, you would have found that you had immediate access to your enrollment agreement, which confirms that your TVP Health minimum essential coverage plan and other offerings were effective as of January 01, ****.  Hence, contrary to the assertions in your complaint, you did receive a confirmation e-mail with detailed directions about to access the entirety of your plan documents, specifically including but not limited to temporary member identification cards. 
  

  Again, we believe that your subsequent calls concerning your account information were placed to the agent of record who is not an employee of our Company, but who should have more promptly called you back.  For this, we sincerely apologize.
  Lastly, with regards to your demand for a refund, because you are in the first thirty days of your account, you may cancel and receive a full refund of all charges.  At your direction, we have processed a cancellation of your account this date, and I have directed Adroits ****************** to process a refund in the amount of $597.85, which represents the entirety of charges you incurred.  A copy of your refund receipt has been separately e-mailed to you this date.  I am advised that, depending on your financial institution, it can take up to five (5) business days before this refund is reflected on your statement.  In the event you have not seen the refund on your credit card statement by the end of next week, please feel free to contact me directly at *******************************************, and Ill gladly follow up on your behalf.
  

  Kindest regards,
  *************************
  General Counsel & Chief Compliance Officer
  

  Customer Answer

  Date: 01/05/2024

  Adroit has cleared its portion of the return and I have received the credit.  Thank you.  Apparently, the Broker also pulled in another ************ Savers, which is not under the Adroit umbrella, as part of my "package", so that still needs to be resolved.  I will see if I can get a resolution on the ********* portion without BBB intervention.  Thank you all for your assistance and quick, courteous responses.

• Initial Complaint

  Date:12/28/2023

  Type:Product 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.

  Was mislead to purchase a 1 month premium of $306 - every attempt I made to communicate with them was met with being hung up on immediately or simply no response. I wrote letters and emails asking to be refunded within one week of purchase that were to no avail. Every subsequent effort I've made to contact by phone has been met with hours of waiting on hold.

  Business Response

  Date: 12/29/2023

  *************************,
  
  Thank you for making our Company aware of the problems you have experienced with regards to your cancellation.  I have reviewed your account records, and unfortunately, cannot find any
  record of calls and messages regarding your cancellation, other than a single letter that was postmarked on December 04, 2023.  Your account was, in fact, cancelled as of December 09, 2023.  A copy of the cancellation e-mail that was sent to you that same date is enclosed herewith for reference.  
  
  We also note that you spoke with our Member Advocacy Team on December 28, 2023, at 12:53 p.m., inquiring about the status of your refund (which is addressed two paragraphs below).  The only other communication we show with you was a welcome call on December 04, 2023, at 04:27 p.m., where a voicemail message was left at your primary contact number by our **************** Department.  We have no record of any other e-mails being submitted. It is possible that you may have been attempting to contact your agent-of-record when you experienced long wait times, which often arise during Open Enrollment Period while agents are dealing with higher-than-usual call volumes.  If this is what transpired, we certainly apologize for your difficulties, although we note that the agent-of-record is a separate and independent business and not affiliated with our Company.  We also note that your cancellation was processed promptly upon receipt of your request and you were immediately provided documentation of same, which we again include with this response.
  
  With regards to your refund request, it is our policy to issue refunds to customers who cancel in the first thirty-days of their account when requested.  Unfortunately, you have commenced a chargeback with your financial institution, which restricts our ability to make any changes to the charges during the pendency of your dispute, while your bank reviews the matter.  For this reason, customers are advised in our enrollment agreement that this is not the best method of seeking a refund, as the chargeback results in delays that are outside our control. In the event you are ultimately unsuccessful in your chargeback dispute, we would be happy to still extend the refund opportunity to you, once the charge is released back to us by your bank.  Upon receiving your notice from your financial institution, you may forward this to my attention at ****************************, and a member of our Billing epartment will be happy to follow up.  
  
  We sincerely regret that you did not find your MEC plan to meet your needs.  Please feel free to contact my office should you need anything further.
  
  Best regards,
  
  *************************
  General Counsel & Chief Compliance Officer