Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company I am complaining about is a company that holds my money from my employer and then verifies and reimburses me for medical, dental, and vison expenses. However, they are not reimbursing me for expenses that meet this criteria. I have changed our plan type and spoken to managers who told me what to supply for documentation and I have done so but they are still denying my requests, keeping in mind they are not the provider and the money is 100% mine. They continue to reject my claims and do not provide me with clear answers as to what they want and have denied it for different reasons during different requests. The last time I gave them exactly what they asked for, but they still denied it. I need help because they do not give me clear answers and ask for documents that do not exist and have even made comments that I should fabricate these myself which is fraud. I even have asked them simple questions like "If i pay out of pocket for a dental cleaning is that covered?" and I get no clear answer and this has caused me to miss and put off a variety of things necessary to my care. I have had to stop therapy, dentist, xrays ect.. They have said my dental cleaning would likely not be covered if I paid ou of pocket and I would need to pay through insurance premiums to have it covered which makes no sense because I elect to pay out of pocket since that is less than insurance. Please help because this company is holding my money hostage and they won't even answer what happens to my unused funds. Please remember the money in this account is 100% mine. Thank you!

  Business Response

  Date: 03/25/2025

  Hello,

  Mr. ****** employer initially set up the Individual Coverage HRA (ICHRA) to reimburse for insurance premiums only. In February 2025, his employer updated the plan to cover insurance premiums as well as medical, dental and vision coinsurance, deductibles, copay, prescriptions and medical travel. In addition, dental covers orthodontia, medical covers emergency room, laboratory services, x-ray and other diagnostic services and vision covers eyewear. This was sent to Mr. ****** on 02/24/2025 in response to support request WRF-********** (attachment 1).

  Mr. ****** initial request for reimbursement for the $80.00 application fee was just a screenshot showing $80.00 to America First App Fee but did not have Mr. ****** name anywhere on the screenshot. All requests for reimbursements must have 5 items as required by the *** Guidelines:

  1. Name of Provider

  2. Name of Patient

  3. Amount of Service

  4. Date of Service

  5. Description of Service

  BASIC has re-processed the $80.00 application fee and it has paid and in in Mr. *******  MyCash account. Counseling/Therapy is specifically excluded from the ***** per Mr. ******* employer. The only way any portion of the $130.00 request will be eligible for reimbursement is if Mr. ****** provides an Explanation of Benefits (EOB) from his insurance company showing the $130.00 falls under copay, coinsurance or deductible. 

  Please let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  Date:03/18/2025

  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.

  My husbands (******* ****) employer (***********) used BASIC for their HSA accounts. At the beginning of the year they changed *** benefit companies. My husband submitted an online ticket to have the funds withdrawn from our BASIC HSA account and transferred to the new *** account.On 3/3/25 we received a letter from the new *** company enclosing BASICs check of our HSA balance indicating they are not able to cash BASICs check and there is a different procedure to follow to get the funds transferred. I contacted BASIC on 3/3/25 and explained this to two different ***** The second rep advised me that a ticket was opened (ticket WRF-**********) and that BASIC would cancel the check and redeposit the funds into our BASIC HSA. Once this was completed if we wished to transfer the funds out she explained the process to do so. She told me the process to cancel the check and re deposit would take 5 business days. I called BASIC again on 3/13/25 and was told by the representative this process could actually take 7-10 business days and the funds should be available in our HSA account 3/14/25 or latest 3/17/25.I called again today, 3/18/25, as the funds still have not been redeposited, and was told there is NO actual completion time frame for this request. Obviously this is not an acceptable answer. This is over $4,000. She hoped it would be fixed by the end of the week but that is not a guarantee. At this point I need the check cancelled and funds redeposited into our BASIC HSA account. I physically have BASICs check and cannot cash it as it is not made out to my husband but can provide proof of having the physical check.

  Business Response

  Date: 03/25/2025

  Hello,

  Check #***** made out to Alight Smart FBO ******* **** in the amount of $4.****** was made out correctly as provided on the attached BASIC Distribution Request Form that was submitted to BASIC via support request WRF-**********. Mr. ****** wife, ****** was very clear on all her calls to our ************* Team that the reason that the check was returned to Mr. **** was due to the new administrator's practices and procedures for transferring HSA funds to Alight Smart Choice as they require their form to be filled out. This is not as clear in the Better Business Bureau Complaint. The issue of the new administrator not cashing the check was not as a result of an error on the part of BASIC.

  BASIC has review all calls Mrs. **** made to our ************* Team in which she asked what she needed to do with the BASIC check she has in her possession and how Mr. ****** HSA funds could be put back in his BASIC HSA so that he could submit Alight Smart Choice Form to BASIC in order to transfer the funds to the new administrator in a manner acceptable to the new administrator. In reviewing the calls, BASIC representative(s) gave Mrs. **** an incorrect support request processing timeframe of 4-5 business days. In addition, Mrs. **** had to give the same information she provided at the onset of the call several times to a couple of our representatives. These representative have been given coaching and re-training based on the review of the call(s). BASIC sincerely apologizes to Mrs. **** for any frustration this caused and appreciates her kindness and patience throughout the calls.

  Work order WRF-********** has been completed. Check #***** made out to Alight Smart FBO ******* **** in the amount of $4.****** has been voided at our bank and the funds are now back in Mr. ****** BASIC HSA account. We apologize for the delay in the 7-10 business day processing timeframe.

  Mr. **** should now submit the support request online through the BASIC portal to transfer the $4, ****** from BASIC to his new administrator. When he submits the support request he will be provided with the support request number which will begin with ***. Please take note of the support request number. Mr. **** should be sure to attach the new administrator's transfer form to this support request.

  Please let us know if you need additional information.

  Thank you.

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  To clarify on BASICs response, I have never said we didnt initially initiate the transfer out, we did and I believe I said that in the complaint. I also didnt say that BASIC didnt do what they were told in regard to the transfer out, they did. We were provided incorrect information by ** regarding the transfer out process to Alight to begin with. So none of that is disputed.
  

  My only issue and whats been the issue from the beginning was the process in which it took BASIC to complete the ticket that was originally created on 3/3 for canceling the check and returning the funds. Then of course the subsequent follow *** and information that was given to me when I called. The *** I spoke with on 3/3 to fix all of this was amazing and she did give me all info I needed to ensure if we decided, which we will not, to complete it how it should be done.  Overall I appreciate them listening to all the calls and ensuring this doesnt happen to someone else!

  Regards,
  
  ****** ****

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  I lost my job in August and initiated COBRA healthcare coverage through BASIC. BASIC has accepted my monthly payments (3) of $1993.95 per month, but not initiated healthcare coverage. I have called basic and ********** blue shield numerous times and ********** blue shield says they still have not recieved an email from BASIC directing them to re-instate the insurance. I am looking to cancel any future COBRA coverage and receive a refund from BASIC due to lack of services. I now have ******** coverage through the state and that is shown on the ********** blueshield screenshot as the alternate benefit.

  Business Response

  Date: 11/22/2024

  Hello,

  BASIC has investigated this issue and found that the carrier contact information for both BCBS and ************ was not updated so the change of coverage/reinstatement notifications were not going to the correct contact. BASIC worked directly with Mr. ******** former  employer to update this information. While standard procedure is to reinstate Mr. ******** medical and dental coverage back to 09/01/2024, BASIC did get permission from Mr. ******** former employer to refund all premiums paid by Mr. ****** in the amount of $5981.95.

  Check #****** dated 11/22/2024 in the amount of $5981.95 has been issued and has been sent on 11/22/2024 via *** Next Day Air. The tracking number is 1ZE465E80190299222. A copy of the check is attached.

  The check has been sent to the address in this complaint and this address was confirmed by *********** ****** with Mr. ******** former employer.

  92 ****** Loop

  Tijeras, NM 87059

  Please let us know if you need additional information.

  Thank you.

   

  Customer Answer

  Date: 11/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:07/31/2024

  Type:Order 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 the last 3 weeks I have received 11 identical mailings regarding final payment for continuation benefits. They all contained a blank table detailing my benefit plans and which were ending. They not that I am nearing the end of my eligibility for the benefits but don't say which particular benefits are ending. My health insurance benefits should continue through 8/31/2025 per state law, while my dental benefit should end on 8/31/2024. In March this company terminated my continuation benefits when they should have simply changed the rate and it took many phone calls, correspondence, and finally a note to the BBB to fix it. I can't have that happen again and the only way to get resolution is to file a complaint like this. Their website touts their proprietary software, but it is a mess.

• Initial Complaint

  Date:04/24/2024

  Type:Order 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 have been paying for ************************** through a COBRA vendor known as Basic. Principal Dental indicates coverage was canceled 11/30/23.I have been attempting to resolve this since 1/29/24.Summary of Events Mail communication from Basic dated 11/21/23 advising of website, user ID, temporary password, premium amount, etc.Made payment of $206.48 on 11/28/23 for November and December.Made payment of $619.44 on 1/19/24 for January 2024 through June 2024.Mail communication from Basic dated 1/23/24 that coverage was terminated, reason listed was Unenrolled.Mail communication from Basic dated 1/24/24 that coverage was terminated, reason listed was Unenrolled.Called Basic on 1/29/24, ticket # WRF-********, explanation given to me was Canceled in error, and reinstatement was in process.Mail communication from Basic dated 2/27/24 advising of Rate and/or Plan Change for Continuation Benefits Checked with Principal Dental on 3/12/24, still shows coverage as canceled 11/30/23.Multiple calls made to Basic in March, multiple tickets opened, WRF ********, WFR-53506643.Call to Basic on 3/14/24, spoke to **** in the **************** who advised it was being reworked today and expect resolution in 3-5 business days.Checked with Principal Dental on 4/2/24, still shows coverage as canceled 11/30/23.Call to Basic on 4/2/24, spoke to **** in the **************** who advised the problem was related to Principal Dental changed the plan from a PAO to a PPO. New ticket opened WRF-100-*******, expect resolution in 3-5 business days. Checked with Principal Dental on 4/17/24, still shows coverage as canceled 11/30/23.Call to Basic on 4/2/24, spoke to *** in the ****************, no real progress, he did email me a document which indicated premiums were paid through 5/31/24, which is in error as should be paid through 6/30/24. This was not discussed as I noticed it after the fact.Checked with Principal Dental on 4/24/24, still shows coverage as canceled 11/30/23.Call to Basic on 4/244/24, spoke to ****** in the ****************, no progress. She had the gall to tell me that premiums would be increasing as the plan changed.

  Business Response

  Date: 05/08/2024

  Hello,

  A Resolution Specialist has been assigned to **************** case and has reached out to him directly. The Specialist will continue to work directly with ************ until the issue has been resolved.

  Please let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been checking with United health care and entering daily tickets with BASIC. Everything still inactive. United healthcare claims not to know of basic or have heard anything from them. BASIC most recently stated: "Your former employer, ************** LLC, submitted an eligible event of termination, with an event date of 9/8/2023. BASIC then sent you an eligibility offer, and you elected coverage."I've note been able to use the healthcare and have not received coverage. It's been five months, and I've paid roughly $10,000.

  Business Response

  Date: 02/27/2024

  BASIC received this complaint through **** on 2/27/2024. ****************' medical, dental and vision coverage for himself and his children is active. **************** has responded to to the support requests he submitted, WRF-********** and WRF-********** confirming that the issue has been "fixed". ****************' account is paid through 2/29/2024.

  Please let us know if you need additional information.

  Thank you.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially received incorrect COBRA election forms--two packets with different information and neither with the correct website information. Once I was able to get to the site to verify my elections and that my initial premium had cleared (Nov. 13), my insurance has still not been reinstated. I have spoken with BASIC CS multiple times and received a different story and excuses each time. First, it was that my info hadn't even been processed. On 12/18, an "urgent"/expedited request was made. Today (12/29), BASIC CS said they had processed and notified my insurance company (Anthem) back on Dec. 1. That contradicts everything BASIC's CS has told me for the last month. Anthem has received nothing. An Anthem rep got on a three-way call with me and BASIC today (12/29). The BASIC rep insisted info had been sent to Anthem but that he cannot divulge where it was sent. An Anthem rep was on the line with me and he would not give her any information of "who" and "when" in order for her to look up/follow up on her end. I was shocked. The 12/18 "urgent" ticket is still opened. It's well beyond the stated timeframe of 2 - 3 business days and no one can give me an accurate estimate of when it will be resolved. I've paid over $1,176 in insurance premiums and still have no insurance.

  Business Response

  Date: 01/19/2024

  Hello,

  BASIC sent reinstatement notification to Anthem on 12/1/2023 and again on 1/19/2024. BASIC does not normally get confirmation from the carriers that coverage has been reinstated, however, BASIC did request that Anthem provide confirmation of reinstatement when we sent the notification on 1/19/2024. BASIC will update the Better Business Bureau once we receive confirmation of reinstatement from Anthem. **************** may want to continue to follow up with Anthem every few days to see if her coverage is active as it can take a week or so for Anthem to send confirmation once they have reinstated coverage.

  Please let us know if you need additional information.

  Thank you.

   

   

   

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  I have review** the response made by the business in reference to complaint ID ********, and have determin** that this does not resolve my complaint.  For your reference, details of the offer I review** appear below.
  
  LET ME REPEAT: I have spoken with BASIC CS multiple times and receiv** a different story and excuses each time. First, it was that my info hadn't even been process**. On 12/18, an "urgent"/exp**it** request was made. If BASIC sent everything to Anthem on 12/01, why was that not in your records and an urgent/exp**it** request made by your rep on 12/18? On a three-way call between an Anthem **** ********************* rep and myself on 12/29 the BASIC rep insist** info had been sent to Anthem but that he cannot divulge where it was sent. ********** rep said they had receiv** nothing and the BASIC rep REFUSED to give her any further details to help her resolve/investigate on her end.
  AFTER MY BBB COMPLAINT WAS FILED, I tri** to pay my January premium online via BASICS portal but could not. I then receiv** a letter from BASIC on 01/06/2024 (dat** 01/01/2024) stating that your continuation coverage for the following plans has been cancel** with the reason for the cancellation list** as plan clos** and a last day of coverage of 12/31/2023. I talk** to a CS rep with BASIC on 01/08/2024 who said they are no longer the COBRA administrator for my former employer, Blueprint Test Preparation (I'm assuming as of January 1), and that I ne**** to reach out to my employer for current COBRA benefits administration information. Additionally, as of that morning (01/08/2024) my benefits were still showing as inactive on Anthems site. 
   So, I contact** my  former employer who then reach** out to their new COBRA administrator/benefits representative, *********************************. She reach** out to BASIC (I was CC-** on her request and to my knowl**ge she never receiv** a reply; however, I can no longer log in to BASIC to see any previous requests/support tickets) and to Anthem. Within ONE BUSINESS DAY she was able to confirm that Anthem process** my COBRA elections, even sending me a screenshot from Anthem as proof. When I logg** into Anthems site on Jan 10, my benefits were now Active and able to download my insurance card, with a card effective date of 01/10/2024. Bas** on the dates, I have no doubt it was her investigative actions that got my insurance reinstat**. This woman did in one business day what BASIC couldnt do in over two months! 
  Bas** on the information and dates I have list** above, why did BASIC send another reinstatement request on 01/19/2024? Are there no records of communication or transactions at this company?
  And as the stat** dates and information shows, I paid BASIC for November and December benefits only to never have my insurance coverage reinstat** and therefore no benefits. BASIC dropp** me (and my former company) as of 01/01/2024. Only AFTER that date, were my benefits reinstat**, due to the efforts of a third party. I paid BASIC for services they NEVER deliver**!
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/29/2024

  BASIC sent reinstatement to Anthem on 12/1/2023 and again on 1/19/2024 and asked Anthem to confirm reinstatement of coverage from  11/1/2023 through 12/31/2023 as ******************** former employer did cancel with BASIC effective 12/31/2023. BASIC has yet to receive confirmation from Anthem that her coverage has been reinstated. As mentioned in our last response, Anthem does not always send confirmation to BASIC even when we request it and we suggested that **************** follow up with Anthem to confirm her coverage was active. BASIC sent the reinstatement notification on 1/19/2024 as a result of this complaint to make sure that Anthem did reinstate ******************** coverage. BASIC has again requested that Anthem confirm ACTIVE coverage for **************** for November and December 2023. Per ****************, she has confirmed her coverage is ACTIVE with CONTINUOUS coverage which means she did receive benefits and was active in November and December 2023. Should Anthem send confirmation to BASIC as requested now twice, we will update the Better Business Bureau.

  Thank you.

   

• Initial Complaint

  Date:11/24/2023

  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've been trying to make a payment and due to a glitch in their now updated system I can't seem to get anywhere with them.

  Business Response

  Date: 12/04/2023

  Good Afternoon,

  We have reviewed Ms. ******* account and see that she has logged in and made a payment on-line on 11/24/2023. If she needs any further help logging in or making a payment on-line please call BASIC ************* at ************.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband was laid off in September and we elected to go on Cobra for a few months. His company uses a 3rd party administrator called "BasicOnline" to administrate this benefit. We made our first payment on Oct. 6th thru their online portal paying the amount the portal said we owed. As of today (11/17/23) we still don't have insurance coverage. Basic offers a lot of excuses (they underwent a system upgrade, they don't have access to the old system from which our initial payment was made, etc.). Many hours have been spent on the phone with these people and all they can do is enter tickets or escalate them. Finally the employer got involved and got the same run-around but was able to ascertain that our initial payment was short by $53.49 which accounted for the delay. Nobody can tell us how the "old" system had the wrong amount owed, and nobody from Basic ever notified us we were short, despite our many phone calls to them. We paid the difference, plus November's payment on 11/10, but still no insurance. We are beyond annoyed, and this delay is forcing us to delay medical care.

  Business Response

  Date: 12/04/2023

  Good Afternoon,

  Please provide us with your husband's first and last name, the name of his former employer and his 12-digit BASIC ID.

  Thank you.