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:01/11/2024

  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.

  Go Health continues to advertise nonstop and with back to back ads even though the ******** enrollment period ended more than a month ago.

  

  Business Response

  Date: 02/13/2024

  Good Morning! We understand that advertisements can be bothersome. All of our advertisements in print and media are approved through Centers for ******** Services. Although we did pass Annual Enrollment Period in December, we do have various enrollment periods throughout the year. Currently we are in our Open Enrollment Period that still allows members to enroll or switch ******** plans if they so choose. 

• Initial Complaint

  Date:01/01/2024

  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.

  Made an appointment for my father and have been trying ever since to remove my email address from his account. I have trying to call, unsubscribe, for no avail. I want the emails to stop!!

  

  Business Response

  Date: 01/10/2024

  Good Afternoon and thank you for reaching out with your concern. We are GoHealth LLC, an insurance brokerage company and we do not currently make or schedule any medical appointments, so I apologize if there has been any confusion. Regardless, I will ensure that you are placed on our Do Not Email lists. 

  Customer Answer

  Date: 01/12/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:12/19/2023

  Type:Billing 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 got an email for a $15 bill. I tried to pay it online but their was no feature to pay it online even though they say you could. I called and tried to pay via their automatic telephone payment system and it could not find my bill. I called waited a total of 3 hours to speak to "****" who told me to wait 24 hours. I was able to input my billing into the automatic system and pay, BUT it does not reflect in INOVA Health system - so it seems like I still have to pay the $15. I paid $15 (have is seen on my credit card statement) but GoHealth doesn't help. An "*********************" from GoHealth emailed me to tell him when he should call me. I did - **** didn't call.INOVA health system billing says that GOHealth billing is separate and cannot help. I think INOVA subcontracts out their *********** to GoHealth.

  

  Business Response

  Date: 12/27/2023

  Thank you for reaching out with your concern. I believe there may have been some confusion and have be directed to ** in error. We are GoHealth LLC, an insurance brokerage company located in *******, ** and we do not currently have urgent care services.That being said, I did find an Inova-GoHealth *********** center in the ******, ** area with phone # ************ and address **************************************************************************. At the moment I cannot find their BBB listing to provide, but the number above may offer some help. 

  Customer Answer

  Date: 12/29/2023

   
  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 identified an incorrect business.  Sorry

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  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 began to receive unsolicited emails from GoHealth on 12/7/2023 that said that I had spoken to them on 11/22/2023 to register for a ******** Advantage Plan. I did NOT speak with them on 11/22/2023 and I do NOT want to be enrolled in a ******** Advantage plan. I am working full-time and have insurance through my employer. I called them and they would not look me up unless I gave them additional personal information. I am concerned that this is a scam and want to have them remove me from any future mailings and confirm that I am NOT signed up for an insurance plan I neither authorized nor want.

  

  Business Response

  Date: 12/27/2023

  Thank you so much for providing the email and context for us. I apologize for any confusion. I will add your address, email and phone number to our Do Not Contact list. In the meantime, am trying to find your account with us in our system and need further information (Date of Birth) to verify that the profile we have is indeed you so that we can confirm that you will retain your employer plan going forward. I am happy to have one of our escalation team agents reach out to you to further assist resolve this quickly. 

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 20999033
  
  I am rejecting this response because: I know that they falsely stated that they called me to set up an insurance plan in the first place.  I do not want to provide additional personal information to this group as it will give them an additional means of creating a false account in my name.  I have called my employer and Aetna and they do not have any information about a new Aetna account in my name as this group falsely claims.  The only records that my employer and Aetna say they have relate to my employer provided health insurance.   My name is not that common and they should be able to provide you and/or me with any information that have related to my name, address and email address if they truly have an account.  I want confirmation that this false account that they claim to have created has been deleted and they will cease and desist their false activities.  I continue to receive emails from them about this program that I did not ask for or authorize.  Their response is NOT satisfactory.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/10/2024

  Hello, I searched our systems with the information we have for you already and could not find your profile with the information I have. I will ensure that your information is on our Do Not Call/Email/Mail lists to desist further communication or confusion.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20999033
  
  I am rejecting this response because:
  I am continuing to receive emails indicating that I have been enrolled in a plan I neither authorized nor wanted. The ongoing nature of these emails remains very concerning to me. They have also indicated that I should be receiving a membership card in the mail, which has never come, further confirming my suspicions that this is entirely fraudulent. I will not be satisfied until I no longer see any of these false emails coming into my inbox. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:11/24/2023

  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 am receiving promotional email from this company that I do not want. I have contacted them previously through the BBB and they agreed to stop sending me mailings. I am receiving them again.

  

  Business Response

  Date: 12/08/2023

  Hi, I am so sorry to hear that you are still receiving mailers! I submitted the ticket to add you to the Do Not Mail list. Please do not hesitate to reach back out with any concerns you have! 

  Customer Answer

  Date: 12/11/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:07/11/2023

  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.

  Beware!-DO NOT CALL!!!!!These people are sick . They spend so much money on **mmercials to scam u . Operators get a **mmission of what 20 bucks??FRAUD******they will tell u whatever u want to hear. I tried this and they changed all my **verage. I have chronic illness I ALMOST DIED because they denied meds and gave **pays. When I get it free. WHY WOULD I CHANGE free ** pays for 50$ ones??? POS **mpany , greedy b****** were fine to let me die so long ad the operator who worked with me all week, dis**nnected the number at the end of the week!!!!!!What scum! I found out i lost my **verage while standing at the pharmacy and trying to make doctors appointments. For a Knee replacement!!!! They need to be in jail!!!!

  

  Business Response

  Date: 07/18/2023

  Good Morning, I am so sorry to hear that you had such a negative experience with your health coverage. We certainly do not want to disrupt the continuity of care with a new enrollment. I am happy to and want to help you resolve the issue and correct your situation. I tried to search your information in our system, but cannot find your records. Is there another email or number that you may have enrolled with, that I can search to solve your concern? 

• Initial Complaint

  Date:06/01/2023

  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 recently filed a negative review on GoHealth. It seems they took that event to mess with with me. No only can they no get through an onboarding process, but they cant even decide if I am enrolled or not. I was actually hung up on when I ensured them I knew where my food bank was. Had they been professional they could have simply told me they were required to tell me and I would be with them instead my new company. Also, they seem to change addresses and disconnect phone numbers.

  

  Business Response

  Date: 06/09/2023

  Good Morning ******!I am so sorry to hear that you had a less than perfect stellar with GoHealth. I did find your records and confirmed that you are currently enrolled in a ******** Advantage plan written by ** starting June 1st. I do also see that you did speak to one of our ****** Services agents recently and we did complete your Plan Onboarding. We have not changed our address and each department has their own dedicated phone number, so I can understand how it may seem that our phone number has changed.
  
  I understand that your request is to cease further outreach to you and I will facilitate that for you. If you have any further questions about your plan, please do not hesitate to contact our GoHealth ****** Services TeleCare team for any assistance. 

• Initial Complaint

  Date:03/29/2023

  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.

  BEWARE of this company. they are doing very illegal things. CHURNING POLICIES HARASSING CUSTOMERS TWISTING insurance plans and lying to get you enrolled

  

  Business Response

  Date: 04/05/2023

  Hello, we would love to help solve your concerns. I looked up your information in our systems and can't find your records, is there another cell number that you may have on file? 

  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 is satisfactory to me.
  
  Sincerely,

   

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

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19868506
  
  I am rejecting this response because:
  

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

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/14/2023

  Hi ****, Thank you so much for providing additional information. I checked again in our database and found a record matching your name and address. I would be happy to help you resolve your issue you have. Can you provide any further context for your issue so I can appropriately find a resolution for you? Our last communication with you seems to be last July of 2021.  

• Initial Complaint

  Date:03/07/2023

  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.

  had service by ************ care 1/11/2022 in 2/17/2023 I received the first and only bill. When I called to resolve this issue I was sent to a call center with a rep that couldn't do anything and had no manager to forward me to. When I call the corp. phone number listed on their website it goes directly to a mailbox that says it's full... The issue is I lost Flex spending funds that were not used last year and this bill could have been paid by that. I can't use those funds now since the service date is not this year. I expect this bill to be resolved as their error that it took over a year to invoice.

  

  Business Response

  Date: 03/16/2023

  Hello! We'd be happy to look into this matter for you. Searching for your account and communication history with your current phone number did not yield any results in our systems. Could you have called in or enrolled with a different phone number? If so, and you can provide that number to us so that I can look into this further and try to find a resolution for you?

• Initial Complaint

  Date:03/05/2023

  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.

  ON 2/28/23, AN APPOINTMENT WAS MADE FOR ME AT GOHEALTH URGENT ************************* FOR 7:30 PM. I RECEIVED A CALL FROM THEM AT APPROXIMATELY 3:25 PM ASKING IF I COULD COME NOW. I LIVE ABOUT 2 MILES AWAY, SO IT TOOK ME ABOUT 10 MINUTES TO GET THERE. UPON ARRIVAL, I WAS IMMEDIATELY TAKEN INTO A ROOM BY 2 MA'S, AND MY NOSE WAS SWABBED FOR COVID AND THE **** AFTER SITTING FOR ABOUT 45 MINUTES, I ASKED HOW MUCH LONGER IT WOULD BE. I WAS TOLD BY THE PROVIDER THAT SHE HAD 3 OTHER PEOPLE BEFORE ME. I WAS IRRITATED BECAUSE I COULD HAVE KEPT MY 7:30 PM APPOINTMENT. I REQUESTED THE INFORMATION TO FILE A FORMAL GRIEVANCE AND LEFT. I SPOKE TO ***************************, WHO RUNS THE CLINIC, AND WAS TOLD MORE LIES CONCERNING THE ENTIRE MATTER. I WAS TOLD THAT I WOULD RECEIVE A CALL BY FRIDAY FROM THE MEDICAL DIRECTOR AND *****; THIS NEVER HAPPENED. I WAS TOLD THAT MY INSURANCE WOULD NOT BE FILED, ETC. I DISCOVERED LATER THAT THIS WAS A LIE AS WELL. NOTES WERE ALSO PLACED IN MY FILE BY THE PROVIDER. NOVANT ALLOW THEIR STAFF TO BEHAVE INAPPROPRIATELY AND DOES NOT HAVE THE PATIENT'S BEST INTEREST. THEY ARE SUPPOSED TO BE ABOUT PATIENT CARE AND MORE ABOUT HOW THEY CAN CONTINUE PAID BY THE PATIENTS AND THE INSURANCE COMPANIES. THEY ARE HORRIBLE! NOVANT GOHEALTH REFUSES TO REPRIMAND THEIR STAFF FOR THEIR LYING AND DISPICABLE BEHAVIOR.

  

  Business Response

  Date: 03/14/2023

  Good morning, thank you for reaching out with your concern. We are GoHealth LLC, an insurance brokerage company and we do not currently provide urgent care services.That being said, I did find a Novant Health-GoHealth *********** in ************ in your area with the phone number **************. If you have any further concerns regarding your ******** or health insurance coverage, we'd be happy to assist.