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

• 

  Adroit Health Group /Impact Health limited medical

  PO Box 576 Arnold, MD 21012

• 

  Strata Health Group

  PO Box 310 McKinney, TX 75070-8136

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:12/16/2023

  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.

  This company that goes under different names and phone numbers is selling false medical insurance. I enrolled on 11/27/23 and was to go in effect on 12/1/2023. I started calling Dr's listed on their network provider list on 12/10/23 and called over 10 medical offices including the doctor I used before and nobody takes their coverage. They are not insurance nor cover ****************. I called them for 3 days trying to get this resolved and got lot of running around, finally on on the 3rd day after getting disconnected twice and waiting over one hour and half - I finally was told they won't reimburse me and tried convincing me I did not know how to use their services. They send you emails and enrollment websites and everything sounds great and legit but they are just professionals at their scamming game!

  Business Response

  Date: 12/20/2023

  ************,
  
  Thank you for making our Company aware of the problems you experienced with your limited medical plan.  It appears that you *** have a misunderstanding of your coverage.  You had purchased an Impact Health limited medical plan.  At the time of sale, you were presented an enrollment agreement that contained important disclosures about this plan, including details on coverages and limitations.  You were asked to review the enrollment agreement and sign it, which you did on November 27, 2023.  Among the disclosures provided to you at the time of sale was the explanation that the Impact Health limited medical plan provides a fixed indemnity benefit that is payable to you.  It is not a benefit that is paid directly to the provider,  Further, while there is a PPO network of providers that offer a discount on services, there is no requirement that you must go to a network physician as a condition of coverage.
  
  In particular, your attention is called to the following disclosures:
  
  You understand that the insurance coverage included with this membership is an accident and sickness hospital indemnity plan.  (Enrollment Agreement, 11/27/2023, p. 4)
  
  You confirm that the details of the accident and sickness hospital indemnity plan have been explained to you by your agent, including the limitations and exclusions. (Enrollment Agreement, 11/27/2023, p. 4)
  
  This policy provides limited benefits on a fixed indemnity basis. It does not constitute comprehensive health insurance coverage (often referred to as major medical coverage) and does not satisfy a persons individual obligation to secure the requirement of minimum essential coverage under the *************** Act(ACA). (Enrollment Agreement, 11/27/2023, pp. 4-5)
  
  You understand the plan shall pay the benefit amounts listed in the Schedule of Benefits that will be included in the membership materials sent to you upon enrollment.  (Enrollment Agreement, 11/27/2023, p. 5)
  
  You understand that the benefits included with the Accident and ***************** Indemnity Plan are not dependent on the use of the MultiPlan PPO Network. (Enrollment Agreement, 11/27/2023, p. 5)
  
  You understand that if there are any discrepancies between what the agent told you about the plan and what the actual policy states, that the policy terms will apply. (Enrollment Agreement, 11/27/2023, p. 5)
  
  Hence, when your doctors advise that they do not accept this coverage, it is precisely because the benefits are payable directly to you, and this fact has previously been relayed to you at the time of sale.  We apologize if this was not made sufficiently clear by the agent or by the numerous disclosures provided in your plan materials.
  
  With regards to your complaint concerning challenges in getting your complaints resolved, we regret that you experienced these sorts of problems.  Based on your description of events, it appears that you *** have been contacting the sales agency and not our Company when attempting to cancel.  Please be advised that Adroit Health Group/Strata is a general agency and enrollment platform that makes products available for sale by third-party independent contractors.
  
  The communication notes for your account suggest that you likely spoke with staff at the sales agency when attempting to cancel your account.  While these personnel are not employees of our Company, we are following up to make sure that cancellation requests are addressed promptly and in accordance with our Company policies.  For future reference, please note that the only number for Adroit Health Group/Strata is **************, and the only e-mail address for our *************************** is *********************.  Any other telephone numbers that *** be given to you at the time of sale will most likely be that of the sales agent-of-record.   
  
  Per our Company policy, customers always have 30 days to review their purchases, and if dissatisfied for any reason, they *** cancel and receive a full refund.  Because you purchased your plan on November 27, 2023, you are still within that 30-day cancellation window, and the agency should have processed the cancellation and refund at your request at that time.  Nevertheless, I have confirmed the cancellation of your account and verified that a refund of all charges was issued on December 17, 2023.  A copy of the receipt evidencing your refund is enclosed with this response.  Depending on your particular financial institution, it *** take up to five (5) business days before the refund is reflected on your account.  If you do not see the refund on your account by this time next week, please feel free to contact me directly at *******************************************, and Ill be happy to follow up for you.
  
  Please accept my sincerest apologies for the problems you have experienced.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer
  

  Customer Answer

  Date: 12/27/2023

  I have reviewed the business response and have confirmed the refund.  I do not fully agree with what their explanation states but I'm satisfied that I got my refund.  

• Initial Complaint

  Date:12/16/2023

  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 signed up for insurance with this company for insurance to begin 11/15/23.The first thing I get is a letter notifying me that this was not considered major insurance. I decided based on that, I would get other insurance and cancel this one. But keep insurance for Nov 15th to December 15th.This week, I tried to call every day. Wait times were very long and I never got to speak with someone. I tried every day, until this morning Strata Insurance charges me for 12/15 to 1/15.I was on the phone today for 3 or 4 hours. In some case, the system hung up on me In other, when the informational message every two minutes stopped, I thought I might be on a loop going nowhere... which happened on previous days.Since my card was charged, and I have no money based on umemployment, I stayed on for much longer... Finally getting hold of someone, who then transferred me to someone else, and then had me on hold... until they hung up on me. They called back a while later and said, sorry for disconnecting. Then proceeded to put me on hold. The last call had me on over one hour. Then came the questions... We cant cancel your insurance until you tell me all the details of your new insurance. i finally got tired of it and yelled and then they proceeded to cancel my insurance, but informed me that I would get no refund. The fact that I did not get a hold of them on prior days was my fault and they cannot help me. I asked for a supervisor and he told me the same thing. So, I am out over 500 dollars. Thanks to being unemployed and now this, I only have a few dollars for Christmas presents for my children.What could make Christmas and unemployment more miserable? This.Highly disappointing.

  Business Response

  Date: 12/19/2023

  ********************,
  
  Thank you for making our Company aware of the problems you experienced in the recent attempting to cancel your TVP Minimum Essential Coverage plan.  Based on your description of events, it appears that you were contacting the sales agency and not our Company when attempting to cancel.  Please be advised that Adroit Health Group/Strata is a general agency and enrollment platform that makes products available for sale by third-party independent contractors.
  
  Thank you for speaking with our ********************* this afternoon and sharing your experience.  The telephone number that you indicated was provided at the time of sale and which you called in vain to cancel your *************) does not belong to our Company.  This telephone number is that of the sales agencyagain, which is neither owned or operated by or otherwise affiliated with our Company.  Right after you completed your enrollment on November 03, 2023,, you were sent a welcome e-mail from our Company that outlined who your agent is and his/her contact information, as well as the contact information for our Company.  I am enclosing a copy of that welcome e-mail for your future reference.
  
  PLEASE NOTE THAT THE ONLY NUMBER FOR ADROIT HEALTH GROUP/STRATA IS **************, and the only e-mail address for our *************************** is *********************.  Any other telephone numbers that *** be given to you at the time of sale will most likely be that of the sales agent-of-record.   We apologize that this number was not answered timely and that you encountered challenges in communicating your desires.  This is not acceptable to our Company.  We are currently working to address the issue with the sales agency.
  
  Per our Company policy, customers always have 30 days to review their purchases, and if dissatisfied for any reason, they *** cancel and receive a full refund.  While it appears that you were outside this window at the time of cancellation, it appears that you attempted in good faith to cancel timely.  Regardless, in light of the challenges you have encountered, you should be extended this refund courtesy.  Therefore, I have confirmed the cancellation of your account this date and have directed our ****************** to immediately process a refund of all charges incurred.  Depending on your particular financial institution, it *** take up to five (5) business days before the refund is reflected on your account.  If you do not see the refund on your account by this time next week, please feel free to contact me directly at *******************************************, and Ill be happy to follow up for you.
  
  Please accept my sincerest apologies for the trouble you have experienced.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer
  

  Customer Answer

  Date: 12/22/2023

  I have reviewed the business response and accept this resolution.

   

  I also thank them for handling so quickly.

   

• Initial Complaint

  Date:12/15/2023

  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 was searching for insurance through the ****** website/marketplace for ************ residents on 12/13. There was a number listed on the website to call for insurance options, so I called believing I was being transferred to a state representative assisting with insurance. The call was answered with a greeting that included state. I had agreed to and signed for an insurance policy that I have since determined to be a scam, as there is information from others who have had this happen to them. This company does not offer health insurance. I was charged $6.95 on 12/13 and $310.80 today - a total of $317.75. I called the number I was given and heard only music. I tried several times. I wish to advise the BBB of this incident and I demand the company to refund my money. Thank you for your help in this matter.

  Business Response

  Date: 12/19/2023

  ******************,
  
  Thank you for making our Company aware of the problems you experienced in the recent purchase of your limited medical plan.  Based on your description of events, it appears that you contacted a lead generation vendor who attempted to pre-qualify you for sale and then transferred your lead to a client, which was the sales agent.  Please be advised that our Company does not engage in direct-to-consumer sales;  rather, we are a general agency that makes our enrollment platform available to third-party sales agents.  However, we do not own or operate the lead generation vendor or the sales agency.  Neither of these entities are affiliated with any state exchange and should not be providing you information suggesting that they are.  
  
  Thank you for speaking with our ********************* this afternoon and sharing your experience.  The telephone number that you indicated was provided at the time of sale and only played music when you called *************) does not belong to our Company.  This telephone number goes to the sales agencyagain, which is not owned or operated or otherwise affiliated with our Company.  Right after you completed your enrollment on December 13, 2023, you were sent a welcome e-mail from our Company that outlined who your agent is and his/her contact information, as well as the contact information for our Company.  I am enclosing a copy of that welcome e-mail for your future reference.
  
  PLEASE NOTE THAT THE ONLY NUMBER FOR ADROIT HEALTH GROUP/STRATA IS **************, and the only e-mail address for our *************************** is *********************.  Any other telephone numbers that *** be given to you at the time of sale will most likely be that of the sales agent-of-record.   We apologize if the information provided to you by the sales agent was unclear or misleading.  We are currently working to address the issue with the sales agency.
  
  Per our Company policy, customers always have 30 days to review their purchases, and if dissatisfied for any reason, they *** cancel and receive a full refund.  You are certainly within that 30-day window.  Therefore, I have confirmed the cancellation of your account this date and have directed our ****************** to immediately process a refund of all charges incurred.  Depending on your particular financial institution, it *** take up to five (5) business days before the refund is reflected on your account.  If you do not see the refund on your account by this time next week, please feel free to contact me directly at *******************************************, and Ill be happy to follow up for you.
  
  Again, please accept my sincerest apologies for the trouble you have experienced.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer
  

  Customer Answer

  Date: 12/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/15/2023

  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.

  In March I became disabled and lost my job. I needed health insurance and called what I thought was the Healthcare marketplace. They found me ********** blue shield for $250 a month. I called bcbs today for open enrollment, and was informed that my premium is actually $0 a month because I'm low income. So strata health group has been fraudulently charging me $250 a month since April for what I was told was my health insurance.

  Business Response

  Date: 12/19/2023

  ****************,
  
  Thank you for making our Company aware of your situation.  Your complaint references being potentially overcharged for a ***********Blue Shield Plan.  Unfortunately, you have not purchased a ***********Blue Shield plan through our Company. In fact, we do not sell any ***********Blue Shield plans.  I have reviewed your account records this date, and the only insurance plans you have purchased through our Company were an Accident Medical Expense plan and an Accidental Death and Dismemberment Plan.  This is reflected in the enrollment agreement that you signed on June 05, 2023, and in the payment receipts provided to you after each successful payment.  A copy of a recent payment receipt showing only these plans and your non-insurance product purchases is enclosed with this response.  However, as you will see, no part of your $254.85 monthly charge is for a ***********Blue Shield Plan, nor has it been at any time. 
  
  Please be aware that our Company does not employ sales agents;  rather, all sales on our platform are conducted by third-party independent contractors.  These contractors, such as the agent-of-record who sold you your plans, typically (although not always) sell for a number of general agencies, including Strata.  We note that there is an entry in your account record from your agent-of-record on June 05, 2023, at 2:36 p.m., stating that the Member (you) has separate prescription coverage please transfer to agency for benefits.  This indicates that there was likely a separate plan (presumably the **** plan about which you complain) sold by the agent-of-record to you that is not associated with our Company.  
  
  We are sorry that you feel misled with regards to this other policy, but again, the policy is not through ********** and we were not involved in its sale.  Nevertheless, we note that your Accident Medical Expense and Accidental Death & Dismemberment policies through our Company remain active still.  In the event you wish to terminate plans, kindly e-mail our ********************* at ****************************, and we will be happy to assist further.  
  
  Best regards,
  
  *************************
  General Counsel & Chief Compliance Officer

  Customer Answer

  Date: 12/20/2023

  I am rejecting this response because:   if they are using your business name, then you should stop them. They did tell us it was for bc/bs health insurance and didn't say anything about accidental death and dismemberment insurance, which I might add I DO NOT want or have a need for. Whomever you are allowing to use your company name are defrauding clients. If you cannot control what they do then you don't need to be in business. I feel your company is ultimately responsible because it is your company name they are using.

  Business Response

  Date: 12/21/2023

  Mr, ******, 

  I appreciate your frustration and am attempting to resolve the matter.  You have complained about a product that our Company does not sell.  If you wish to address problems with that product, your only option is to discuss the matter with your agent-of-record, ***********************, at Worldwide United Healthcare, ****  He is authorized to sell certain products through our platform, yet he is also free to work with other agencies and sell other products that we do not offer, such as ***********Blue Shield which you apparently bought through him.  I cannot help you with regards to your ***********Blue Shield product issues because it is not our product.

  Nonetheless, you have now expressed dissatisfaction with the Accidental Death and Dismemberment and Accident Medical Expense policy that you obtained from ************** through our Company, and for which I am able to assist you.  I renew my offer to help you cancel that policy if you wish.  In order to do so, it will be necessary for someone to speak with you to confirm your identity and verify your intent.  However, because of the frustrations that you are clearly experiencing, upon cancellation, I will be happy to approve a refund of your December charges as a courtesy.  If interested, please e-mail our ********************* a good contact number to reach you tomorrow and I will have someone follow up with you.  You may send that contact information to:  ****************************.  

  Best regards,

  *************************

• Initial Complaint

  Date:12/15/2023

  Type:Service or Repair 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 was contacted by an agent (*******************************) for Strata/Adroit health group this afternoon. She misrepresented the companys products and price. She told me that my family would receive dental, health, and vision insurance for a monthly cost with no deductible. She never disclosed that this was a supplemental health insurance plan and that it does not meet the legal requirements for real health insurance. She stated that I would be charged $125 to lock in my rate for the new year. Once we got off the phone she charged my card over $800 without my consent or knowledge. I also found out that she completely lied about the products I would be receiving. I would have never purchased this supplemental plan if I had known. I tried to call the company back but no one would pick up the phone and I was just on hold forever. This company needs to be investigated for fraudulent business dealings.

  Business Response

  Date: 12/20/2023

  ******************,
  
  Thank you for making our Company aware of your dissatisfaction with the sales process you experienced in the recent purchase of your limited medical health plan.  We are sorry that the plan as outlined by your sales agent did not sufficiently meet your needs.  We appreciate your willingness to speak to our ********************* yesterday in an effort to determine what transpired.
  
  Please be aware that our Company does not engage in direct-to-consumer sales. Rather, we are a general agency and enrollment platform that enables third-party independent sales contractors to enroll clients in various health insurance and non-insurance products.  However, all sales on our platform are conducted by third-party agents, such as the one with whom you dealt.  These agents are not employees of our company, and most sell for a variety of general agencies, including our Company.  Nevertheless, our expectation is that agents selling on our platform will provide accurate information to customers concerning product coverages, exclusions and limitations, and associated costs.  To the extent you feel this was not your experience, we sincerely apologize.
  
  In your complaint, you have alleged several improprieties, which are addressed as follows:
  
  -   The third-party agent misrepresented the products and price and told me that my family would receive dental, health, and vision insurance for a monthly cost with no deductible.  The ************ Medical Plan that you purchased specifically features a Hospital Confinement Benefit, a *************** Visit Benefit, a Primary Care *************** Visit Benefit, a Specialty Care *************** Visit Benefit, a Diagnostic ***** & Laboratory Tests Benefit, and an Emergency Room Benefit.  Likewise, this plan also provides an array of non-insurance discount benefits, including the Aetna Dental Access Network and the ************** Network.  Further, none of these coverages are subject to a deductible. While you may be dissatisfied with the limited nature of the coverages under the plan, based on your description of what was pitched to you, we cannot agree that your agent misrepresented what was provided under the plan.
  

  
  -   The third-party agent never disclosed that this was a supplemental health insurance plan and that it does not meet the legal requirements for real health insurance.  While we were certainly not privy to the discussions you had with the sales agent, you were provided an enrollment agreement at the time of sale that contained specific disclosures concerning the nature of the plan and coverages you were purchasing.  This was transmitted to you on December 14, 2023, and you reviewed and signed the agreement at 4:44 p.m. that same date.  Your attention is called to the following disclosures in the enrollment agreement that you signed:
  
  (1)  You understand that the insurance coverage that you are purchasing is an accident and sickness hospital indemnity plan underwritten by Federal Life Insurance Company. (******* Enrollment Agreement, 12/14/2023, p. 4)
  
  (2) You confirm that the details of the accident and sickness hospital indemnity plan have been explained to you by your agent, including the limitations and exclusions. (******* Enrollment Agreement, 12/14/2023, p. 4)
  
  (3) This policy provides limited benefits on a fixed indemnity basis. It does not constitute comprehensive health insurance coverage (often referred to as major medical coverage) and does not satisfy a persons individual obligation to secure the requirement of minimum essential coverage under the *************** Act. (******* Enrollment Agreement, 12/14/2023, p. 4)
  
  (4) You understand that if there are any discrepancies between what the agent told you about the plan and what the actual policy states, that the policy terms will apply.  (******* Enrollment Agreement, 12/14/2023, p. 5)
  

  
  -   The third-party agent stated that I would be charged $125 to lock in my rate for the new year. Once we got off the phone she charged my card over $800 without my consent or knowledge.  As detailed in your enrollment agreement, the *** Limited Medical Plan does have a one-time enrollment fee of $125, with the ongoing monthly charge for that plan and the other products that you purchased totaling a recurring monthly charge of $675.85 for your family of four.  Additionally, the enrollment agreement that you signed clearly delineated the pricing of your plans in each section, and in a summary format at the end right above where you signed.  It was clear and unambiguous.
  

  With specific respect to your contention that these charges were made without my consent or knowledge, we can only call your attention to the following excerpts from your enrollment agreement:  
  
  (1) 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. 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. 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, 12/14/2023, p. 2)
  
  (2) I hereby authorize Adroit Health Group to initiate ACH debits to my bank account in the amount listed above on the date listed above. I may revoke this authorization by contacting us at **************, no less than 3 business days from the date above and/or the recurring monthly transaction date.  (************************* Agreement, 12/14/2023, p. 6)
  
  (3) Members initial and recurring dues payment will be made via Bank Draft (ACH) or Credit Card ****************** Discover, or Amex). Subsequent dues will be drafted each month unless ABA or Adroit/Strata is informed of your decision to cancel your membership. Also, recurring payments are made on your membership active day (either the 1st or 15th) of every month unless otherwise noted in your membership materials. (******* Enrollment Agreement, 12/14/2023, p. 8)
  

  
  - Once we got off the phone [the third party agent] charged my card over $800 without my consent or knowledge.  As noted above, in your enrollment agreement you were notified of all charges you were incurring and you authorized the charging of same.  This was not completed after-the-fact, but rather at the time you were on the telephone with the agent, with a receipt for the charges being contemporaneously e-mailed to you on December 14, 2023, at 4:48 p.m., which we note was prior to the conclusion of your enrollment call..  A copy of this receipt is enclosed herewith for your reference. 
  

  
  - I tried to call the company back but no one would pick up the phone and I was just on hold forever.  In your subsequent discussions with our *********************, we determined that the number you were calling belonged to the sales agency and not the our Company.  During high volume periods, such as Open Enrollment, it may well take longer for some agents to respond and you may experience longer wait times.  However, wait times for our *************************** are generally less than two (2) minutes.  For future reference, the number to reach Adroits *************************** is ************.
  

  
  Based on the above and foregoing, we respectfully disagree with your allegations.  Nevertheless, it is clear that you were not satisfied with the products you purchased through your third-party agent on December 14, 2023.  Per our Company policy, you are entitled to cancel your account at any time, and if cancelled in the first thirty (30) days, you are entitled to a full refund of all charges.  I am pleased to report that your account has been cancelled and a full refund was issued to you in the total amount of $800.85 on December 17, 2023.  Depending on your particular financial institution, it may take up to five (5) business days before the refund is reflected on your account.  If you do not see the refund on your account by this time next week, please feel free to contact me directly at *******************************************, and Ill be happy to follow up for you.
  
  Please accept my apologies for the problems you encountered in the sale by your third-party agent. We will continue to work with the agents selling on our platform to help improve their sales practices.  Should you need anything further, please do not hesitate to contact me directly at *******************************************.  
  
  Best regards,
  
  *************************
  General Counsel & Chief Compliance Officer

  Customer Answer

  Date: 12/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/12/2023

  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.

  I requested to cancel/terminate this plan through e-mail and by phone. The Representative on the phone said she transfer me to a special agent who never answered! I also requested through the e-mail they have on their website for cancellations that my plan be cancelled. I was mislead by the person about Strata Health Group, and did not receive state mandated health insurance with my payment of $402. I need immediate cancellation and a full refund from Strata Health Group of the $402.

  Business Response

  Date: 12/12/2023

  ******************,
  
  On behalf of Adroit Health Group, we deeply regret that you found the limited medical plan in which you enrolled this afternoon to not be suitable for your needs.  We note that you purchased a limited medical plan on December 12, 2023, at 11:06 a.m.  Thereafter, our *************************** received a telephone call from you at 11:59 a.m., seeking to cancel the account.  At that time, we placed your account on hold, suspended the next billing date, and attempted to transfer you to your agent of record to complete the cancellation process, as he is duly licensed to handle such matters.  It does appear that the agent of record, who is not an employee of our company, was not available at 11:59 a.m. when the transfer was attempted.  The message was relayed to the agent at that time and our *************************** scheduled a follow-up on your account within three business days consistent with our routine practices to ensure you had indeed spoken to the agent.  We apologize that you had not heard back from your agent-of-record in the subsequent three-and-one-half (3.5) hours that preceded the filing of your complaint with the Better Business Bureau.
  
  We also note that our website does not provide an e-mail link for making cancellations.  There is a contact page on the Adroit Health Group website that provides a form for reaching our ***************************, but this is solely for purposes of asking questions or obtaining assistance with your account.  We are unable to accept e-mail requests to cancel because there is no way to verify if the request is legitimate and from the account holder.  We also note the following express statement on that contact form:  If you have a question or need assistance, please complete the form below. A **************** representative will get back to you within 48 hours.  In point of fact, you were advised that it could take up to two (2) days to receive a response.  Especially during Open Enrollment, high call volumes can make providing an immediate response difficult as we field questions and provide assistance to many members.  Again, we are very sorry that this 48-hour time frame for response did not sufficiently meet your expectations when you submitted this complaint to the BBB after only three (3) hours. 
  
  With regards to the substance of your complaint that you were mislead and believed that you were receiving state mandated health insurance, we note that *********** does not have an individual state mandate for health insurance and the federal Obamacare mandate was eliminated several years ago.  Regardless, we again call your attention to  the enrollment agreement you signed this morning at 11:06 a.m., and more specifically, the following express disclosures that were provided to you:
  
  (1)  A Limited Benefit Medical plan is not a comprehensive major medical plan, nor is it intended to replace a major medical plan. The plan is intended to provide members, and their covered dependents, with basic insurance coverage that is capped at specific amounts for specific services.  (******* Enrollment Agreement, 12/12/2023, p. 3)
  
  (2) THIS IS A SUPPLEMENT TO HEALTH INSURANCE AND IS NOT A SUBSTITUTE FOR MAJOR MEDICAL COVERAGE. (******* Enrollment Agreement, 12/12/2023, p. 3, emphasis original)
  
  (3) You understand that the insurance coverage included with this membership is an accident and sickness hospital indemnity plan. (******* Enrollment Agreement, 12/12/2023, p. 3)
  
  (4) You confirm that the details of the accident and sickness hospital indemnity plan have been explained to you by your agent, including the limitations and exclusions. (******* Enrollment Agreement, 12/12/2023, p. 4)
  
  (5) This policy provides limited benefits on a fixed indemnity basis. It does not constitute comprehensive health insurance coverage (often referred to as major medical coverage) and does not satisfy a persons individual obligation to secure the requirement of minimum essential coverage under the *************** Act (ACA). (******* Enrollment Agreement, 12/12/2023, p. 4. 
  
  (6) You understand that if there are any discrepancies between what the agent told you about the plan and what the actual policy states, that the policy terms will apply. (******* Enrollment Agreement, 12/12/2023, p. 5)
  
  (7) In the event of any conflict or inconsistency between the statements and representations of the salesperson concerning product coverages, exclusions and limitations, and costs, and the terms provided in this Agreement and the policies, it is understood and agreed that this Agreement and the policies shall control. (******* Enrollment Agreement, 12/12/2023, p. 12)
  
  (8) I agree that I have a full and complete understanding of the products for which I am applying.  (******* Enrollment Agreement, 12/12/2023, p. 13)
  
  (9) By electronically acknowledging this authorization, I acknowledge that I have read and agree to the terms and conditions set forth in this agreement. (******* Enrollment Agreement, 12/12/2023, p. 14)
  
  Nevertheless, despite these numerous, express disclosures, it is clear that you are dissatisfied with the coverages you purchased.  As a result, this afternoon I have approved the cancellation of your account and directed that our ****************** issue a full refund in all charges in the amount of $402.75.  Depending on your financial institution, it can take up to five (5) business days before the refund is reflected on your bank statement.  If you have not seen the refund by December 19, 2023, please feel free to contact my office directly at *******************************************, and I will be happy to follow up on your behalf.
  
  Sincerely,
  
  *************************
  General Counsel & Chief Compliance Officer
  

• Initial Complaint

  Date:11/20/2023

  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.

  I paid an amount of ****** on November 10, 2023 because I was told that I would be paying for health insurance that would cover medical, dental, vision, and medicines but it only covered medical. I called for 3 days straight and was continuously told that my policy was cancelled and I would receive a refund but no one ever cancelled the policy nor started the refund process. Each time I would be transferred to someone in the right department the phone would hang up. This company is a scam and need to be investigated immediately.

  Business Response

  Date: 11/20/2023

  **************,
  
  That you for making Adroit Health Group aware of your dissatisfaction with your account.  As you may be aware, our Company does not engage in direct-to-consumer sales;  rather, all sales on our platform are conducted by third-party *************** who generally (although not always) sell products for a number of general agencies.  Our account records reflect that you had several calls over the last several days, but all discussions were held with the sales agency and not our company.  If you experienced any problems getting a response from the agency, we sincerely apologize, but again, these agencies are independent of our Company.
  
  Nevertheless, we are happy to report that as of 8:18 a.m. this morning (November 20, 2023), your account was cancelled.  A cancellation e-mail was sent to you at that time, and our records indicate that you opened this e-mail on November 20, 2023, at 9:19 a.m.  A copy of this cancellation e-mail is attached to this response for your records.  Additionally, at the same time, a refund in full was issued to your credit card on file in the total amount of $382.75 on November 20, 2023, at 9:16 a.m..  A copy of the refund receipt is also enclosed with this response for your records.  Depending on your financial institution, it may take up to five (5) business days for the refund to be reflected on your credit card statement.  In the event you have not seen this refund on your card by this time next week, please contact me directly at *******************************************, and Ill be happy to follow up on your behalf. 
  
  We further note that both the cancellation and refund were processed prior to the receipt of your complaint with the Better Business Bureau. We hope the steps outlines above will satisfactorily resolved your concerns.
  
  Best regards,
  *************************
  General Counsel & Chief Compliance Officer.

  Customer Answer

  Date: 11/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/09/2023

  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.

  I purchased the insurance over the phone through an agent for my family near 10/20/2023. The health insurance was supposed to start from 1/1/2023. I never received the membership card from from emails and hard mails. There are contracts and files such as terms and conditions for me to sign in for. On 10/31/2023, I was charged 535.95$ on my credit card. Since my employer will buy the insurance for me, I called the line ************** many times, trying to cancel the insurance many times but I can not get through even after waiting in the line for more than half an hour. I just want to cancel it since I do not want the health insurance anymore, and I do not trust the company.

  Business Response

  Date: 11/10/2023

  ************,
  
  Thank you for making Adroit Health Group aware of your dissatisfaction with your account.  On October 23, 2023 at 10:10 a.m., which was approximately 40 seconds after you signed your enrollment agreement, you were sent an e-mail from our *************************** explaining how to access our online Member Portal.  In this e-mail, which our records indicate you never opened, it was explained, 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.  Hard copies of member identification cards are generally mailed to members within fourteen (14) days of the accounts active date, which you indicated would have been January 01.  Hence, this is the reason you had not yet received your cards.  While we regret that you encountered difficulties in trying to cancel, it appears that you called the sales agent, who is not affiliated with Adroit Health Group, as opposed to Adroits ***************************, which, as also noted in the Member Portal e-mail notification from October 23, 2023, at 10:10 a.m., that you failed to open, states, If you have questions concerning your Adroit account, the best way to get assistance is through our *************************** ***************), who are available to help any time during normal business hours, or email ********************* or visit the member portal www.a1healthcare.com/members.
  
  Nevertheless, we have verified that your account was cancelled on November 08, 2023, which was prior to the date the present complaint was filed.  A copy of the cancellation e-mail that was sent to you that same date (but again, our records indicate this was not opened and read either) is enclosed herewith for your records.  We also note that you were issued a refund this same date of November 08, 2023, which was also prior to the date of your submission of this complaint.  Nevertheless, a copy of the refund receipt is also provided with this response for your records.
  
  We are sorry that you did not feel our products satisfactorily addressed your needs, but we hope the information provided in this response addresses all of your concerns.  Should you have any further problems, please do not hesitate to contact me directly at *******************************************.
  
  Kindest regards,
  
  *************************
  General Counsel & Chief Compliance Officer
  

• Initial Complaint

  Date:10/25/2023

  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.

  This company misrepresented itself as healthcare insurance. I asked specific questions on what would be covered; they told me ER, all my doctors I listed with them, pharmacy. All a lie.. Nothing of the sort is covered. They NEVER answer phone. Finally got a person on the phone only to have them take my cancellation information and put me on hold to complete the process. I was on hold for another 45 minutes before hanging up. I had already sent an email to cancel; then I received 10 emails telling me they would be deducting next months policy amount. I have already contacted my bank and changed my banking info. They will be doing a stop payment. This company is purely FRAUDULENT!!

  Business Response

  Date: 10/27/2023

  Ms. **************,
  
  Thank you for making Adroit Health Group aware of your dissatisfaction with the limited medical plan that you recently purchased.  Please be advised that all sales on our Companys platform are conducted by third-party independent contractors who are not employees of our Company.  However, they are obligated by contract to provide accurate information to all customers concerning product coverages, limitations and exclusions, and financial obligations.  We regret that your interactions with the third-party sales contractor did not result in a full understanding of the products you were purchasing.  For this reason, we endeavor to make sure customers have access to all important information regarding the products purchased.  Prior to sale, you were provided an enrollment agreement that contained many important disclosures addressing the very issues you raise in your complaintnamely, the coverages that were being made available under your plan.  Your attention is called to the following excerpts from the agreement you were presented and signed:
  
  (1) This Plan does not cover benefits unless listed in the Schedule of Benefits, so please review that list carefully.  (Enrollment Agreement, p. 3)
  
  (2) 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 Plan and how these benefits are covered, including information on copays, deductibles, and limitations. (Enrollment Agreement, p. 4)
  
  (3) The *** plan includes a supplemental benefit for hospitalization confinement payable at $1,000 a day for up to 10 days.  (Enrollment Agreement, p. 4)
  
  (4) Your Plan allows you to enjoy significant savings through the First Health Network, 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.
  
  (5) THE *** COMPLEMENTARY BENEFITS* - MYTeledicine 24/7 access to a Dr. with $0 consult fee and unlimited usage. ************** is a modern day house call with immediate access to a network of board-certified physicians. Physicians are available anytime, anywhere for personalized, secure, web or phone-base consultation that includes diagnosis and treatment of acute medical issues.  (Enrollment Agreement, p. 4)
  
  (6) BestChoice Rx: Discounts to 80% Accepted nationwide Discounts on over 10,000 medications.  (Enrollment Agreement, p. 4)
  
  (7) I agree that the Limited Partner program I enrolled in does not replace Major Medical, ************************** or Medical Disability.  (Enrollment Agreement, p. 5)
  
  (8) You understand that the *** benefit plans are not major medical insurance and should not be viewed as a substitute for major medical coverage. The *** plans do not comply with the *************** Act (ACA), otherwise known as "Obamacare."   (Enrollment Agreement, p. 6)
  
  (9) The *** Plans have a limited schedule of benefits and will only pay for those items specifically listed in the schedule of benefits.  (Enrollment Agreement, p. 6)
  
  (10) THIS IS A SUPPLEMENT TO HEALTH INSURANCE AND IS NOT A SUBSTITUTE FOR MAJOR MEDICAL COVERAGE.  (Enrollment Agreement, p. 6, emphasis original)
  
  (11) 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, p. 6)
  
  (12) I agree that I have a full and complete understanding of the products for which I am applying.  (Enrollment Agreement, p. 13)
  
  (13) By electronically acknowledging this authorization, I acknowledge that I have read and agree to the terms and conditions set forth in this agreement.  (Enrollment Agreement, p. 16)
  

  The coverages referenced in the foregoing disclosures provided prior to sale were, in fact, what was exactly provided under your policy.  More specifically, under the Schedule of Benefits, you were *********** an indemnity benefit of $25 per physician visit for up to four (4) physician visits per plan year, and $50 per specialty physician visit and/or urgent care for up to two (2) visits per plan year, and $1000 per hospitalization day for up to ten (10) days annually.  There was also the Health Ninja component of your plan to assist you in finding eligible providers.  
  
  With regards to your complaint about experiencing difficulty reaching someone to discuss your issues, we take these concerns very seriously.  We have recently (October *****, 2023) conducted an internal audit of the wait times for callers contacting Adroits **************************** and we found that the average wait time is  2 minutes and 48 seconds.  Our account communication records reflect that there were several instances in which your call was transferred to the third-party agent-of-record to assist with your policy questions, and it appears that those calls may not have been timely answered.  We apologize for this inconvenience, and we have communicated with the agent-of-record to encourage them to more promptly follow-up.  However, upon receiving your e-mail regarding cancellation, you were sent a response within thirty (30) minutes, and the account was placed on hold to prevent any further ******** until such time as the cancellation could be completed.  
  
  Understanding that the plan coverages can often be complex decisions, we allow customers a thirty (30) day period to review their purchases and cancel if dissatisfied.  It appears that you reconsidered this purchase and elected to cancel within the first (30) days.  As a result, you are certainly *********** a full refund of charges.  This refund has been issued to the credit card you provided at the time of sale.  Depending on your financial institution, it may take up to five (5) business days to be reflected on your statement.  If you find that the refund has not been received within the next week, please contact my office directly at *******************************************, and Ill be happy to follow up on your behalf.
  
  Again, Adroit Health Group sincerely regrets that you did not find your *** limited medical plan to be to your liking and we hope that this cancellation and refund will resolve your grievances.
  
  Best regards,
  
  *************************
  General Counsel & Chief Compliance Officer

• Initial Complaint

  Date:09/06/2023

  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.

  9/5/23 $84.95 was deducted from my checking account without authorization. No services were rendered and a prorated refund was not available, so the whole amount is requested refunded.Thank you.

  Business Response

  Date: 09/06/2023

  
  Dear ****************:
  
  Thank you for making Strata Health aware of your complaint.  Despite your contention that funds were deducted from your checking account without authorization, please be advised that on July 25, 2023 at 2:46:19 p.m., you executed an enrollment agreement with our Company.  The document was electronically signed from an internet protocol address corresponding to your geographic location, which was on the other side of the country from the area in which the sales representative was located.
  
  Your enrollment agreement contained the following terms concerning recurring payments:  
  
  (1)  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, Payment Authorization, paragraph 1)
  
  (2)  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, Payment Authorization, paragraph 1)
  
  (3)  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, Payment Authorization, paragraph 1)
  
  (4)  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, Payment Authorization, paragraph 2)
  
  Further, our **************** records reflect that you contacted our Member Advocacy Team by telephone on September 05, 2023, at 11:11 a.m., at which time you requested to cancel the account for the stated reason that you had obtained other insurance coverage.  At that time, you made no reference whatsoever to the sale being unauthorized.  It was only after you were advised that you were not *********** a refund that you ever indicated the sale was unauthorized.
  
  Hence, we respectfully disagree with your contention that funds were withdrawn from your account without authorization.  You clearly authorized the recurrent monthly payments and prior to September 05, 2023, you had not requested cancellation of the account in accordance with the terms of your contract. 
  
  We regret that you did not find your Key Protector Accidental Death and Dismemberment and Accident Expense Policy to sufficiently address your needs.  However, all financial transactions in this matter were handled at all times in strict accordance with the clear terms of the contract to which you agreed.
  
  Sincerely,
  
  *************************
  General Counsel & Chief Compliance Officer