Complaints

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

• Initial Complaint

  Date:07/24/2023

  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.

  Redirect was supposed to pay $1200 for a colonoscopy procedure I had in 2021. They havent paid and I keep getting notifications about it. I have called numerous times and so has the provider to no avail. In the last 3 business days Ive called 3 times requesting to speak to someone in management. Each time I was promised that someone would call me. No call so far. The provider has turned it over to a collection agency and it is now affecting my credit rating.

  

  Business Response

  Date: 08/04/2023

  Redirect Health is the Program Manager of ****************** health plan, and recently became aware of the complaint filed by **************** regarding an unpaid bill. 
  His bill was sent to the Employers health plan to coordinate payment; however, the bill was coded incorrectly.  It has been corrected and it is payable according to his plan benefit.

  
  Redirect has called the collection agency to make payment,however they would not discuss this case without ****************** written consent.  A message was left on ***************** daytime phone number provided, and an email was also sent to him, to let him know we need the written consent form to pay the bill. 

  
  We are waiting to obtain his permission to take further action and make the payment.  We will continue to follow up with **************** to close this case to his satisfaction. 
  
  Sincerely,
  
  ***********************
  President
  Redirect Health

• Initial Complaint

  Date:07/20/2023

  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.

  05/03/2022 I went to the emergency room for very high blood pressure, er doctor had me admitted into the hospital. I have been fighting with the insurance company ever since to pay their portion of the bill. I've called and called sent multiple copies of the bill. I was told it would be taken care of. Over a year later still fighting to get this taken care of. Just getting the run around. It has since gone into collections. Talked to an ****** on June 21st 2023. Said all I owe is $967.03. And they would call Honor Health and get the rest settled. I paid $967.03 TO HONOR HEALTH. Didn't hear back from anyone. ***************** called and said the hospital put it back into Collections.

• Initial Complaint

  Date:03/23/2023

  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.

  This insurance company is impossible to deal with .They do not pay providers and dont respond to appeals

  

  Business Response

  Date: 04/05/2023

  Response to *************************** Complaint #********
  
  Redirect Health is a Program Manager hired by businesses with self-funded health plans, and we are not an insurance company.  As such, upon receiving ************** complaint, Redirect Healths VP of Membership immediately contacted her by phone and email to address her concerns.  ************* responded by email and informed us that the issue is resolved.  The records show that ************** submitted an appeal to Redirect Health, and the following day our Claims Resolution Manager contacted her and as the Program Manager, resolved the appeal by the following day, prior to receiving this complaint. 
  We care very much about our members of Redirect Health.  ************** is personally not a member, but a hospital administrator submitting an appeal on behalf of one of our members.  We are happy that she is pleased with the resolution of the appeal she submitted.
  Sincerely,
  ***********************
  Redirect Health, President 

  Customer Answer

  Date: 04/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:02/15/2023

  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 slipped on the ice and fell down my steps last February. I tore my Meniscus and required surgery. We coordinated the surgery through Redirect Health, (My health care provider), and ***** hospital, and on 5/3/22 I got my knee fixed. I paid my $1000 deductible up front and Redirect Health paid $6289.97 up front. Then several months later I received a bill from ***** for $3041.07 for other charges, (Anesthesia, recovery room services, medication, etc.). When I called *****, they told me that Redirect Health would not talk to them about it, so ***** sent me the bill. Then I talked to Redirect Health and they were very nice and helped me submit everything needed to their website and assured me that this would be taken care of and that someone from accounting would be reaching out to me within 2 weeks. Nobody reached out and nothing was paid. I left several messages with accounting and never got a return phone call. So last week I called and got a representative on the phone and they saw everything that I submitted and didn't see why this wasn't paid. She told me that she would reach out to their accounting department and someone would get back to me by last Monday the 13th of February. Still no reply and no payment to *****. I am being avoided and ignored while Redirect Health still takes my monthly health care payments from my credit card. I just want them to cover the $3041.07 that they still owe *****. This is creating lots of anxiety and stress for me and my family.

  

  Business Response

  Date: 02/28/2023

  As the Program Manager for ************ health plan, Redirect Health coordinated his care and put a single case agreement in place with Mercy Hospital.    Once we were notified of ************ complaint, our team contacted the hospital to inquire why he was being billed for the service that we coordinated with his plan to make payment at the time of service. 
  
  We learned that he was in fact being balance billed by the hospital and should not have been sent a notice of the amount due.  Mercy Hospital agreed the amount has not been adjusted off correctly and confirmed they would make the adjustment to his account and would leave ********** with no further balance to pay.  
  
  We spoke with **********, and he is pleased with the resolution of this complaint.
  
  Sincerely,
  
  ***********************
  Redirect Health, Inc.
  President

• Initial Complaint

  Date:01/31/2023

  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 have been paying ****** a month for health insurance with redirect health, I went to have blood work done on 1/31/22 while at Labcorp the insurance company said I don't have an account or a insurance card. I talked to redirect health while I was at Labcorp and the representative couldn't find my account ID either. At this point I'm going to file a small claims suit.

  

  Business Response

  Date: 03/03/2023

  We somehow missed sending this response for ******** Fonders BBB complaint.
  
  Redirect Healths VP of Membership has personally reached out to **************** via phone and email multiple times.  We are yet to hear back from him and will continue with attempts to connect with *****************  We have no record of **************** and are concerned he may have purchased our product from a party not affiliated with Redirect Health, although it is certainly possible we have an error in our records.  We would sincerely like to help our member receive the healthcare that he needs and ensure that his plan pays for any applicable benefits.  We encourage him to return our call.
  
  *********************** | VP of Membership

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

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

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service 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 seen in an ER on 11/20/21 for immediate health complications. I followed Redirect Health protocol at the hospital and cash paid $500.00 as a self pay patient per the guidance of Redirect Health. After being discharged, I received a bill in the mail for roughly $26,000.00 for services rendered on that day. I immediately began the process of turning this over to Redirect Health, sent proof of the *** and explained my cash payment that was previously made. ***********************, a higher up at Redirect Health promised to take care of the bill (email communications available). A year later, after multiple and countless attempts to contact Redirect and **** himself, I still have no resolution and I am in medical collections regarding this bill. I have spoken to **** on a few occasions, was promised a resolution and a return phone call, and still nothing as of 12/8/22. To say I am frustrated is an understatement. Redirect Health has an obligation to their customers and they are failing myself and Im sure many others miserably. I paid them a monthly premium to have health coverage yet am being forced into collections on a debt that they are responsible for. I would like a resolution to this issue, Redirect is well aware of the situation, and I feel it is only fair for them to hold up to their responsibilities and take care of me and my bill as a customer. Today on 12/8/22 I paid another outstanding medical bill that I also was in collections for in the amount of $1,044.00 that was also Redirect Healths responsibility.

  

  Business Response

  Date: 01/11/2023

  
  In response to the recent complaint filed by ****************, Redirect Health has quickly resolved the issues raised.  Redirect Healths VP of Membership held a three-way call with **************** and Honor Health and during this call Honor Health admitted to a coding error that they had not corrected.  Honor Health has corrected the coding error and **************** was notified that no additional amounts are owed. 
  
   
  All reimbursements have been paid to **************** by Redirect Health acting as Program Manager on behalf of ****************** employer, the Plan Sponsor and Administrator of her health plan.  We believe **************** is satisfied with the follow up response.  Redirect Health cares deeply about our members and we are happy to communicate back to the BBB that this issue has been resolved.
  
   
  
  Sincerely,
  
  ***********************
  
  President
  
  Redirect Health