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:04/22/2025

  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.

  Company continues to send me emails to apply for their ******************** jobs in *******. I never applied to this job, I don't know how this company has my email address, and I've requested this company stop contacting me many times previously. Once again today, I received a call center job email with a link to apply. The last time I tried to communicate with this company directly about not wanting these communications, I was told repeatedly on the phone that I "must have applied" to the job. ****. I have a JD - never have worked in a call center, not even during high school. I want no further communications from this company.

  Business Response

  Date: 04/24/2025

  We have resolved the issue that was causing the communication.  We reached out to the individual directly to apologize for the inconvenience and let them know it has been resolved.   

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23236284
  
  I am rejecting this response because:

  I contacted this company before requesting removal from their call center jobs and was told I "must have" applied to the job - Yes, I - a JD Compliance Officer really needed that ******** call center job......? And was told I would be removed from their applicant list at that time. Obviously if I'm still receiving emails about jobs in their call center I was never removed from their applicant list nor did a no-contact directive ever take place.

  This company also never responded to my reply email when they reached out and promised - again - not to contact me. I had to dig through their contract with the State of Vermont to find contact email addresses in order to escalate my email complaint beyond their general inbox to actually even get a response.

  As this company has been placed on notice not to contact me again with their call center jobs and are claiming again that they won't contact me again, if they do contact me again  I will be contacting the State of Vermont DVHA, who holds their ******** contract for their call center in *********, and filing a formal complaint.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/18/2025

  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 Gainwell Technologies is the company ******** uses as a "3rd Party Liability". I am not sure what their role is entirely in ******** coverage but they essentially control what people with ******** are able to claim on insurance (prescriptions, etc.). This is a new company and a method with ********, and I have had repeated issues with not being able to fill and get my prescription covered each month as this company repeatedly thinks I have secondary insurance that does not exist. This company is the only company that can fix this error, but each month I have to call the pharmacy to fill my medicine, then call the ******************* at ******** to get a temporary override to cover my medicine, then call the pharmacy back and tell them to re-run the insurance. The process is exhausting and time consuming, but the ************* at ******** says I have to call this 3rd party liability company (Gainwell) to permanently remove the non-existent secondary insurance, and they continue to provide me with Gainwell's phone number, and I continue to call Gainwell during business hours to sort out the issue, and absolutely no one ever answers the phone at Gainwell no matter how long I sit on hold, no matter the time of the day. I don't even know if anyone works there. They have no info online about the company or other ways to contact them. ******** does not provide information or a card with Gainwell's info, and nothing about this 3rd party liability company is provided on my actual insurance card.

  Business Response

  Date: 03/24/2025

  We have contacted Mrs. ****** and have cleared up the issue she was having.  We have also provided her with some additional information to better service her needs in the future.

   

• Initial Complaint

  Date:09/10/2024

  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 am employed by Qulfon whom is contracted by gainwell technologies. I work in a call center based occupation. The supervisors speak to the agents very foul. We dont have time for anything. They press the agents to do so much with no time allocated for the tasks they require outside of taking calls. We get written up for reasons that are not valid. And we get threatened with termination every day. This job creates emotional stress on agents.

  Business Response

  Date: 09/25/2024

  This is an employee complaint that is being handled by leadership between the two companies.

• Initial Complaint

  Date:05/22/2024

  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.

  Gainwell Technologies processes my private practice insurance claim payments through ********* I submitted a RA claim in the amount of $5,138.64, dated 4/26/24 which i was never paid for through Gainwell Technologies. I have made several attempts to get them to make payment by contacting my provider representative as well as contacting provider support, and the financial team of Gainwell Technologies. I have had no luck in gaining any sort of resolve, as I am constantly referred from one person to the next. The most headway I have received, was that I was told 4 weeks ago that I would receive payment in two weeks. But now four weeks have past and I am still awaiting payment. This is a significant hardship to me, because my livelihood depends on getting paid. I have spent countless hours trying to get through to people, and get answers of why i have not been paid with no resolution. This has been exhausting, and I can not pay my bills.

  Business Response

  Date: 06/04/2024

  Gainwell performs claims and financial operations on behalf of the state of Vermont for state-provided benefits, in accordance with State of Vermont policies. The Gainwell Vermont provider help desk received a phone call on 4/29 from this healthcare provider stating she didnt receive her 4/26 paper check, and she subsequent sent an email to the Gainwell financial services team.  Gainwell generates payments weekly to be paid on Fridays, based on claims successfully received and processed the previous Monday-Friday.  Note this provider is not yet signed up for electronic direct deposits, which is an option available instead of receiving paper checks via mail.
  
  Gainwells financial team responded to the provider via email on 4/30 explaining that standard policy is to wait 14 days to see if check is delivered via the U.S.Postal service, before we can void and reissue the check and mail it again. The provider needs to reach back out to Gainwell to confirm if they received the check at end of 14 days. We recognize that the need to follow back up with Gainwell might not have been clear to the provider based on how the email was worded.
  
  The provider called Gainwell help desk on Gainwell multiple times on 5/17, for help with electronic claims submission and for help with a denied claim. Our records for these calls do not include mention of the missing check.
  
  On 5/21, our records show the provider called the help desk about not yet receiving the 4/26 check.  A Gainwell provider representative (who is a point of escalation above the first level help desk) spoke with her on 5/22 about this situation. The provider representative communicated to the provider on 5/28 that the check was reissued by the Gainwell financial team.  

  Overall, our processes for check reissue happened within what we regard as a normal timeframe based on processes.  We will ensure providers have clarity for future situations about the need to follow up about whether the check was delivered by the post office within 14 days.  In hindsight, the missed opportunity was to focus on the hardship aspect of the provider's situation.  A separate process exists for Gainwell to escalate to the state, to seek approval for making hardship (advance) payments in situations where claims/financial operations processes cause cashflow issues. Our provider representatives can best facilitate this escalation process.