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:06/25/2025

  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.

  This company uses predatory practices to get people to sign up for and continuer their healthcare service. They use salesman that constantly hound you until you sign and if they get the indication you aren't ready to sign, they hang up on you. This company lied about the type of service it provides. "It is not health insurance it is a discount card." This was told to me by a nurse when I showed up to my appointment months after signing up, not by any of the numerous representatives and salesmen I spoke with. When I called to cancel my insurance approximately 1-2 months ago, I was lied to again. This insurance covers up to 70% of covered physicians / appointments. When I was on the line with the last layer of customer service, ready to cancel my plan, I was told it covers 70%. Even though I repeated the question multiple times, asking is it up to 70% or 70% every time. I was told it is always 70% which was a lie and i continued my service based on that lie. I called today to cancel my service and get a refund or some of the months of service I would not have paid for given all the correct information and they refused. Additionally, they refused to cancel the payment that has not even processed on my card yet even though I am cancelling today. This company is not to be trusted and if you are looking for health insurance, look else where. This will only waste your money and cause you a massive head ache.What I requested was a return on my first month of insurance for being lied to to sign up, and a return of my last months insurance, for having to find out the nature of my coverage from a nurse rather than my insurer. Additionally they should be able to cancel a charge that hasn't processed yet but they were unable to do that as well. The amount of money I am requesting is dependent on whether or not the charge process on my account since I told my back to no longer allow these fraudulent charges($436-$654.

  

  Business Response

  Date: 06/26/2025

  Good day Mr. *******

  We're sorry to hear you had a poor experience working with us. Our agents are trained extensively on product knowledge, and how to present options to clients the proper way. According to our records, you called us outside of the open enrollment period and did not qualify for an *** plan at the time you contacted us. This is the only reason a limited benefit option was presented to you. However, we have refunded you the $654 you have requested, please allow 5-7 business days for the money to return to your account. We hope this helps resolve this matter for you. 

• Initial Complaint

  Date:06/07/2025

  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.

  On May 8, 2025, I filled out what I believed to be an application for MassHealth, the official Massachusetts health insurance program. Shortly thereafter, I received a call from a representative named ****, who identified himself as a licensed insurance agent. He rushed me through the enrollment process and steered me toward a private health insurance plan that, unbeknownst to me at the time, was completely inappropriate for my needs.On May 9, my credit card was charged $397 by a company called First Enroll, and an additional $29.97 by another company labeled Benefits based in *******, a business I had never heard of or ************* wasnt until a few weeks laterwhen attempting to schedule a medical appointmentthat I was informed by the provider's office that the plan did not cover lab work or diagnostic imaging, which are services I explicitly require which I mentioned to the agent. A review of the Summary of Benefits and Coverage (SBC) confirmed that these services were not included.Well within the 30-day trial period, I called to cancel the plan on May 30 and spoke to a representative named *****. He assured me that the plan was canceled and that I would receive an email confirmation within 3 to 5 business days. I never received any confirmation. Instead, I was charged an additional $298 by ***********, despite having canceled the policy.I have since filed a dispute with ****************, the card I used for these transactions.This experience reflects, at best, a serious lack of transparency and competence and, at worst, a deceptive and potentially fraudulent business practice. The company has been unresponsive, misrepresented the product, failed to honor a cancellation request, and continued billing me without consent.I am requesting immediate refund of charges: $397, $29.97, and $298 (totaling $724.97)Confirmation in writing of full cancellation Removal of any record that indicates I was ever a policyholder.

  

  Business Response

  Date: 06/10/2025

  Mr. *******,

  We take complaints such as these very seriously, so we investigated this matter at length. At the time of your enrollment, we were unaware that you had a Qualifying Life Event, which is why the agent directed you to a Private option. We do not make any online advertisements ourselves, so if a third party company had a website that appeared to be Mass Health, we can assure you that was not us. When someone calls us, we answer the phone stating we are Sicuro Health. I am reading the notes, and the only notes I have were from your interaction with a customer service representative by the name of ****** yesterday, and she cancelled your plan and refunded you all of the money you had paid which totals $724.97. We are sorry you had a poor experience, and we hope the coverage you found meets your needs going forward.

• Initial Complaint

  Date:04/28/2025

  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.

  I applied for MassHealth on April 25, 2025 and then this place called me claiming to be from MassHealth. They signed me up for something that costs $399. I called April 28, 2025 for a refund and they said there needed to be an audit in order to process the refund. They said it could take 21 days. If I do not get a refund I will simply dispute it with my bank. I have no idea how they got my contact information and I wrongly assumed it was MassHealth calling me because because I had just applied ten minutes before. Attached is the amount they charged me $399.

  

  Business Response

  Date: 04/29/2025

  Hello Ms ************ had our customer service manager reach out to you, and it looks like she was able to resolve the matter. We have cancelled your policy, and issued a full refund. We hope this helps rectify the matter for you. 

  Customer Answer

  Date: 05/09/2025

   
  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.
  
  Sincerely,
  
  ****** Rio

• 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.

  On February 13, 2025, I signed up for medical, dental, vision prescription insurance. Since then, I have been receiving call after call from these medical sales people. I registered my phone number with the Do Not Call List, but they still are harassing me. And, I already purchased the insurance!I received a list of providers and called, finally getting an appointment, just to go there and have them tell me, Im not covered. I went in the parking lot to cancel this ************************************* and this lady was incredibly rude and would not let me cancel my policy. This was inside my 30 day money back guarantee. She insisted that St Marys was on the list, sent me a new list and they were on it, so I decided to try again. Today, 3/19/25, I had made another appointment, got there, and the same exact thing happened. Not covered. I called FirstHealth, again, and spoke to a very rude man and I was not rude. He said he just spoke to the admitting nurse from St. Marys medical care and said I was being rude and was not going to talk to me. I was shocked. I believe that is their motive of operation to intimidate customers, which worked on me. The 30 days is up and now Im in this situation for 2 months. I would like some help. Im retired, on social security and just want basic health insurance, that is legitimate. Please help me. They should not be taking advantage of anyone! Thank you for any help you can give me. I still havent seen a care giver.

  

  Business Response

  Date: 03/21/2025

  Good afternoon, 

  Thank you for bringing this matter to our attention, I just spoke with my management team and they said they spoke to you today and you feel the situation was resolved. Can you please advise? If you are unhappy with your coverage, we can issue a refund for the last month premium you paid and cancel your policy. If you are happy with the coverage, we'd appreciate the opportunity to continue servicing you.

• Initial Complaint

  Date:03/14/2025

  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.

  Insurance agent for this company reached out to me yesterday. I enroll in Insurance plan for myself and 2 children. I was told my 2 prescriptions for ******* and Monjuaro would be covered. I was told i would receive digital Insurance cards within the hour and an email with the plan. I did not receive any of this and I tried to call customer service and no one answered the phone. In the meantime I received another call from someone at the coming saying I was paying too much and started asking me questions about my current plan. He then told me that my two prescriptions would not be covered. I informed him at this time that I was not interested in dealing with company and I just wanted a refund. He told me to call customer service and hung up. So, I do nor have a copy of the policy as it was not sent as promised, all I have is a customer service # that no one answers. I want a full refund of my money.

  

  Business Response

  Date: 04/01/2025

  Good day Ms. ******************* you enrolled, you were emailed the link to your member portal with a username and password. Once you login, that is where you are able to access your virtual ID Card. Aside from that, I see that you successfully canceled on March 20th, and were issued a full refund of everything you paid. I hope this resolved the matter for you, and we wish you the best. 

• Initial Complaint

  Date:03/02/2025

  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.

  Purchased health insurance hastily and the next day cancelled it for a full refund. However, they have been charging me $29.97 every month for 6 months. Was assured everything was taken care of.

  

  Business Response

  Date: 03/03/2025

  Good day Mr. ***************** prescription coverage was provided by a different company than your health insurance. We have forwarded your request to have the prescription cancelled, and your last payment refunded to you. Please allow 3-5 business days to receive your refund. 

• Initial Complaint

  Date:02/18/2025

  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.

  I called Sicuro Health on 1/24/2025 to set up medical and dental insurance. I was rushed through the process, and when I asked about why the contract is claiming this is not an actual policy, but rather a medical pricing plan, I was assured that it was a ************* plan. I was charged $394.90 for combined medical and dental insurance this date, for the policies to begin 2/1/2025. The following weekend I was harassed with phone calls from the insurance company, receiving 20 + calls a day. I called customer service on 1/28/2025 to cancel both plans, and was sent a cancellation confirmation email. Given that I cancelled my policy prior to it going into effect, and within the ************************************************************************** my welcome email. However, there was no mention of the refund in the cancellation confirmation, and no one is picking up the phone at the customer service department to rectify this situation. I am seeking a refund as is my right to do so.

  

  Business Response

  Date: 02/19/2025

  Good day Ms. ************* apologize if there was a miscommunication, but you are definitely within your 30 day free look period. Your medical portion as well as your dental have both been cancelled, and the $394.90 has been refunded to you. Please allow 3-5 business days for the funds to return. 

• Initial Complaint

  Date:02/11/2025

  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.

  As stated in the complaints by other commenters, I was cold-called during the *** open enrollment while searching for health insurance. I paid $599.00 medical and $89.96 dental/vision for a total of $688.96 And, I was assured 100% refund if I cancel during the 30-day review period, which I did. All of this happened in October 2024. It is now February 2025. Being strung along along the way of the coming refund. Today (2/10/25), I was told they will send refund via carrier this week. I want and need my money! All of it!

  

  Business Response

  Date: 02/12/2025

  Hello Mr. *************** did not enroll you into this plan, another agency (Longspur Health) that we provide back end customer service support did. We follow the Plan administrators guidelines, and that guideline is you are eligible to receive a full refund 30 days from your effective date. Your plan was effective 10/21/2024, which by the way is not during the open enrollment period which is why you were not quoted an ACA option, and you called Friday 11/22/2024 to cancel and receive a refund which is past 30 days. 

  After that explanation, I have put in an override to refund you the full amount of $688.96. You will receive the funds within 3-5 business days. 

  Customer Answer

  Date: 02/19/2025

   
  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, albeit the hassle over the 4 months.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/22/2025

  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.

  Sicuro's agent lied to me on multiple counts during our call.1. That I was receiving health insurance (I received a medical repricing card)2. That the open enrollment period for private insurance ended (magically) on December 18th, the day of our call (private insurance can be purchased at any time).3. That my policy would include mental health insurance, a specific item I was seeking in an insurance policy (the policy did not include mental health insurance according to Sicuro's compliance department).Furthermore, it took several weeks to sort out what exactly I had and how I'd been mislead, to receive the insurance card, and then, finally, when I had enough information to determine that the combination of deceit and the faulty configuration of the policy was insufficient to continue using it...I couldn't get in touch with them despite repeated attempts to call prior to the 30 day right of recission.I first tried to cancel on or about 1/14/25, and they strung me along by declaring that my current PCP is in network. I called the **** they weren't in network. When I finally did get someone on the phone on January 22nd, they informed me that I cannot get a refund due to being outside the 30 day right of recission period.I am extremely frustrated and no small measure of angry at their ***** deceptive behavior and the poor communication from their support department.I understand that Sicuro is a customer service contractor and the billing is done by First Enroll...yet another separate company, both working for...who knows? Managed Care? Multi-plan PPO? Unclear.I want them to apologize for their sales ***** disingenuous conduct and assist me in getting a full refund of all monies paid to First Enroll (or whoever) for this policy. Including the ****** initial payout and any other ******** that may come through despite today's cancellation (1/22/25).

  

  Business Response

  Date: 01/22/2025

  Hello Mr. ********************* strive to provide quality customer service for our clients, and if you feel we fell short of that, we do apologize. We are saddened to hear you had a negative experience working with us, but the customer service agent you spoke to last was only following protocol, she was unaware you had tried to cancel prior and believed it had been past 30 days since you enrolled. To make up for this, we have refunded you the entire $295.50 you paid on 12/18/2024, we hope this helps resolve the matter.

  As far as your concerns you raised about your initial enrollment call, we take those very seriously and will be conducting an internal investigation, thank you your bringing this concern to our attention. Once again, we're sorry to here you did not have a positive experience working with us, we wish you a happy new year. 

  Customer Answer

  Date: 01/22/2025

   
  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.
  

  I do not wish any ill towards the *** who sold me the policy. I think he behaved poorly in this instance and hope he learns from his mistake.
  
  Sincerely,
  
  *** ***********

• Initial Complaint

  Date:01/08/2025

  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.

  On December 15th, 2024 I went to apply for MassHealth. The sponsored phone number on ****** led to a company claiming to be MassHealth when I was talking to them. I was told that it was the last day to apply for mass health in January 2025 health insurance so I panicked and went through with it. I gave my credit card information and was charged $350 immediately. I realized that the email sent was not from MassHealth. I have been trying to cancel the account (as they said I could cancel at any time) but no one will pick up the phone despite being within business hours. I called their billing company and they said they put a hold on the payments however they cannot seem to get a response from the original company.

  

  Business Response

  Date: 01/10/2025

  Hello *****,

  Sicuro Health did not enroll you in this policy. Sorry for the misunderstanding, but we forwarded your message to the carrier and they advised you have already been refunded the $348.