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:12/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a family vision plan for over a year. I go to use my vision plan for my child only to find out my dependent and spouse were never added I've been getting the run arounds and no return calls or emails. Company is fraud

• Initial Complaint

  Date:01/16/2024

  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.

  This is not a legitimate insurance company that is in the business to help people gain access to healthcare.Their websites show doctors that are not in network or have horrible reviews, and the health and dental coverage doesn't cover anything. The card they send you indicates coverage for specialty services, etc. but does not mention they will only cover an in-office visit; they don't actually share in the cost of any service.They also don't cover mental health services at all. This company does not care about helping people get access to care and shouldn't be able to profit from people who need help.

  Business Response

  Date: 02/15/2024

  **************************
  Co-founder & CTO
  EnrollVB
  **************************************************************************
  ************************************************
  ************
  February 15, 2024
  
  Better Business Bureau
  ****************************************************************** 30303
  
  Subject: Response to BBB Complaint Case # ********
  
  Dear BBB,
  I am writing in response to the complaint filed by ************ regarding their experience with our company, EnrollVB. We take customer concerns seriously and appreciate the opportunity to address this matter.
  First and foremost, I would like to clarify the nature of EnrollVB's role in this situation. EnrollVB serves as a facilitator for the sale and processing of employee benefits chosen by the employer which in this circumstance is ***** Services. We assisted ***** Services in their decisions of benefits for their part-time and contractual employees by deciding which was the most cost-effective benefits for individuals and who provide the most benefit to employees. Our responsibility lies in creating an online portal for employees to review, accept or decline benefits, process monthly premiums,reconcile payments, and remit premiums to the insurance company on behalf of the employer. The insurance premiums are paid in advance of the effective date and once the effective date has passed the individual must request a refund from the insurance carrier to validate that the coverage has not been used.
  According to our records, on January 17th, 2023, ************ logged into the portal and reviewed the benefits as an employee of ***** Services.  The individual accepted four of the eleven coverages offered with a total monthly payment of $154.94. The individual enrolled into Term Life, provided by *************************** Dental provided by Ameritas, Vision provided by VSP and Minimum Essential Coverage which is provided by SBMA. Once we had collected the premium payment on the 20th of the month, we then issued this to the carriers. ************ was enrolled and paid premium for 1 year, from 1/20/2023 to 12/20/2023.
  In the past year, ************ has contacted EnrollVB on two occasions.On 7/12/2023 the individual had contacted EnrollVB to confirm that benefits were portable, this means they could be kept when no longer employed by their employer which was ***** Services. We see that the individual had left ***** Services between August and September, we stopped receiving them on our census and a continuation of coverage notice was sent to ************ letting her know we would continue to bill for benefits until they are cancelled by herself. Even after leaving ***** Services, ************ continued to pay for her premiums without issue.
  The second call to EnrollVB was on 1/16/2024, ************ was upset and wanted to cancel. During the conversation ************ expressed frustration with the insurance carrier and the products. ************ did not confirm which insurance carrier on the phone call to EnrollVB however from notes in the complaint on BBB we assume this to be SBMA. As a result of this phone call, we cancelled her benefits to ensure she would no longer be charged.
  On our BBB complaint, it reports the complaint as doctors that are not in network or have horrible reviews. As the enrollment platform, we do not display doctors in network or reviews. This information is provided on the website(s) of the insurance carrier(s), which are as follows: Healthcare Providers <MultiPlan, Find a Provider - Ameritas, Find an Eye Doctor **** Me | Optometrists & Ophthalmologists (vsp.com). Ultimately the reviews of doctors in the individuals area are out of EnrollVBs control and also SBMAs.
  The card they send you indicates coverage for specialty services, etc. but does not mention they cover an in-office visit, they dont actually share in the cost of any service. I have attached an image of *************** ID card, which shows the co-pay for the visits. Additionally, an Explanation of Benefits (***) would be sent to the individual, detailing the costs associated with care. This is the responsibility of the insurance carrier. MEC, also known as Minimum Essential Coverage, is a preventative plan.It covers preventive services at 100%. With their Ultimate plan, they offer in-office visits, x-rays, and other services with a co-pay. This means the individual does not have a deductible or out-of-pocket maximum and should not receive a bill if the services rendered are covered under the services listed on the *** (Explanation of Benefits).
  They also dont cover mental health services at all. This decision is not made by EnrollVB; rather, it is determined by SBMA and the plans they offer for us to elect. If SBMA does not include mental health visits in their plans, these services would not be listed in an Explanation of Benefits.
  On the enrollment for ***** Services employees, we offer a *********** Teladoc Mental Health plan which the individual can enroll into. This plan covers over the phone mental wellbeing visits with a therapist at $25 per visit.
  After reviewing ************** complaint on the BBB we did attempt to reach out to her contact number on her profile and asked her to please call us if there was anything we could assist with further and we had not heard and still not have heard.
  We understand that ************ *** be dissatisfied with the outcome,and we regret any confusion or miscommunication that *** have led to this expectation. However, we would like to emphasize that EnrollVB's role is limited to processing and facilitating the employee benefit program on behalf of the employer. With HIPAA laws, we are not able to intervene or fully assist with claims or to understand why a claim *** have been denied.
  We value our customers and strive to provide excellent service. We are committed to addressing any concerns and finding a resolution.Should ************ require any further assistance or clarification, we kindly request that they contact our customer support center directly at ************.Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We hope that this clarifies the situation.

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After 4 months of trying to cancel what I thought was health insurance ended up being a discount program. I finally got a call back from someone who was able to cancel my account and I was promised a refund of all payments. The representative name was *****. We had a phone conversation on 5/17. During this conversation I advised that I have been trying to reach someone to cancel for months. The phone number for this business is never answered and the voice mail is always full. On 5/17 ***** advised she would cancel my account and contact her billing department to process the refund. I have still not received my refund. I have been attempting to contact them and once again no one answered the phone and the voice mail is full. I firmly believe this company is a fraud. They lead people to believe that they are paying for health insurance when in fact I was paying a membership to a discount program. I want a refund of my ****** as I was promised by the rep I spoke to!!

  Business Response

  Date: 05/24/2023

  **************************
  Co-founder & CTO
  EnrollVB
  **************************************************************************
  ************************************************
  ************
  May 24, 2023
  
  Better Business Bureau
  ****************************************************************** 30303
  
  Subject: Response to BBB Complaint Case #********
  
  Dear BBB,
  
  I am writing in response to the complaint filed by ******************* regarding their experience with our company, EnrollVB. We take customer concerns seriously and appreciate the opportunity to address this matter.
  
  First and foremost, I would like to clarify the nature of EnrollVB's role in this situation. EnrollVB serves as a facilitator for the sale and processing of employee benefits chosen by the employer *************************** and their insurance broker (Lockton). We do not have control over the benefits offered to employees; our responsibility lies in creating an online portal for employees to review, accept or decline benefits, process monthly premiums, reconcile payments, and remit premiums to the insurance company on behalf of the employer.
  
  According to our records, on January 10th, 2023, ******************* logged into the portal and reviewed the benefits offered by their employer, ************************** They accepted five out of the seven coverages offered, resulting in a total monthly payment of $108.64. We successfully processed their payments for the months of January, February,March, and April.
  
  In the past five months, ******************** has contacted EnrollVB on four occasions. It appears that the calls made on May 16th and May 17th were inadvertently directed to a desk phone not intended for support calls. We acknowledge the inconvenience caused and sincerely apologize for any confusion or frustration this *** have caused ********************. However, we promptly responded to ************************ message and engaged in a conversation with a customer service representative on May 17th at 10:30 AM.
  
  During this conversation, ******************** expressed frustration with the insurance carrier and the product they had selected. In response, we immediately canceled their benefits and ceased any further payments. ******************* mentioned attempting to dispute the charges with their bank but was denied due to admitting to using the benefits. They also reported that the insurance company was unhelpful, and we conveyed our apologies on behalf of the insurance company. Additionally, ******************** sent four refund requests via email on May 22nd.
  
  As soon as we received ************************ refund requests, we informed both the insurance broker and the insurance company about the situation and their mention of the ********** of ********* (DOI) and the BBB in their voicemail and email. We have advised ******************** that EnrollVB facilitates payment processing but does not possess the funds to issue a refund for previous months. Instead, we encouraged them to contact the insurance company directly to request a refund.
  
  We understand that ******************** *** be dissatisfied with the outcome and *** have expected a refund directly from EnrollVB. We regret any confusion or miscommunication that *** have led to this expectation. However,we would like to emphasize that EnrollVB's role is limited to processing and facilitating the employee benefit program on behalf of the employer and insurance broker.
  
  We value our customers and strive to provide excellent service. We are committed to addressing any concerns and finding a resolution.Should ******************** require any further assistance or clarification, we kindly request that they contact our customer support center directly at ************.
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We hope that this clarifies the situation and provides a better
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20088306
  
  I am rejecting this response because:

  please see the attached confirmation email. I have highlighted certain areas. First of all the dates of  enrollments were completely wrong. They had the wrong year the wrong month and the wrong day. After my initial call, I was informed that it should have read first payment on February 20 coverage active March 1 of 2023 not of 2022. It was also stipulated that the first payment shouldve came out on February 20 and it did not it came out on January 20. And although my benefits did kick in. I did not expect the high amount of money that I have paid for this coverage only to find so little of it being covered. And then having  to deal with being back build on the higher amount. The second highlighted areas at the bottom of the email. Confirm that I provided my payment information to this company. It also states in the following paragraph this for any technical or payment issues? I was to contact them. As far as Im concerned, this was a payment issue.  I have already handled the issue with the level of coverage provided by the actual insurance company. 
  The insurance company that you are administrating for is back billing, and in the state of ******** back billing is illegal. It was in the stated confirmation email to contact your company for payment issues. Your company kept referring me back to ***************************** intern kept referring me back to you. There is obviously a communication breakdown and theres clearly confusion as to what company is responsible for watt. ************ needs to wanna get this together so that this doesnt continue to happen. If they are going to facilitate enrollments. They need to have one phone number that their people can call for questions about billing. Not provide a phone number that is invalid, voicemail, fall, nobody answers, or just not available. The frustration and anxiety that this whole situation has caused me as palpable. Take responsibility and stop putting blame everywhere else. I have the receipts, and I have provided the information showing that the information provided to me at the time of enrollment was inconsistent.
  
  Sincerely,
  
  *************************