Complaints
This profile includes complaints for CareSource's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 57 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/16/2025
Type:Customer Service IssuesStatus: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 NEED WRIST SURGERY. I HAVE DONE EVERYTHING THAT DR. ******** HAS ASKED OF ME, MY HAND /WRIST HAS NOT GOTTEN BETTER. WE SUBMITTED MY INFORMATION TO CARESOURCE IN ORDER FOR ME TO HAVE SURGERY. A DR ******** WHO HAS NEVER SEEN OR TREATED ME MADE A DECISION THAT I DON’T NEED SURGERY. I CAN BARELY HOLD THINGS IN MY RIGHT HAND ( I AM RIGHT HANDED ). I AM LOSING MOBILITY AND I AM OVER MEDICATING ON MY HEART MEDICATION. I AM IN A LOT OF PAIN, TYLENOL, EXCEDRIN, AND ANY OTHER OVER THE COUNTER MEDICINE I HAVE TRIED IS NOT WORKING. I AM ALLERGIC TO NSAIDS SO I CANNOT TAKE THEM. I ALSO AM LACKING SLEEP FOR BEING IN PAIN.. I NEED THIS SURGERY TO HELP MY HAND/ WRIST. THE SURGERY I WAS TO HAVE IS PROXIMAL ROW CARPECTOMY. THE SURGEON IS DR. ******* ********. DR ******** DOES NOT KNOW A THING ABOUT ME OR MY SITUATION. CARESOURCE IS VERY WRONG FOR THIS DENIAL..Business Response
Date: 06/23/2025
Thank you for sharing the member's complaint. We have reviewed the concerns and, to protect their Protected Health Information (PHI), a Customer Care Specialist spoke directly with the member on 6/20/2025 to address their issues. We appreciate your inquiry. Thank you.Initial Complaint
Date:05/01/2025
Type:Billing IssuesStatus: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 terminated the policy with caresource before it was used because I didn't sign up for it. A provider made sure it was terminated before they would see me. So I know it was terminated. Now they are billing me for 5 grand or more. This is crazy. I called at least 3 times to cancel this policy as well. Now I'm stuck with bills from other providers as wellBusiness Response
Date: 05/09/2025
Thank you for sharing this
complaint.
Upon review of the concerns
noted in the members complaint and to protect the member’s PHI, CareSource
staff tried to contact Mr. ******* several times to discuss their concerns but
were unable to reach them. We followed up via email on 05/08/2025 to advise
CareSource isn’t able to terminate the coverage unless directed to do so by the
Federally Facilitated Marketplace (FFM). We have submitted a request to the
Marketplace for permission to do so. If we don’t receive permission, Mr.
******* will need to contact the Federally Facilitated Marketplace (FFM) to
request the coverage be terminated. Mr. ******* can reach out to them directly
to make this request, we are also happy to contact the Marketplace with Mr. Mangrum
to help get this request submitted. We
appreciate the inquiry. Please contact us if we can provide any additional
information. Thank you.Initial Complaint
Date:04/18/2025
Type:Service or Repair IssuesStatus: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.
Myself, my wife and my son all have caresourse health insurance. The healthy heart silver 4500. We have vision and fitness benefits as well. I have always paid my premiums on time and I have never been able to receive my vision benefits. I have called Caresourse around 10-12 times as well as calling Eyemed around 10-12 times. I also raised a complaint with BBB on Eyemed in which they responded and said the issue was a Caresourse issue, anytime I have spoken with Caresourse they always say it’s an issue in Eyemed system. I was told by Caresourse representatives that they have tried to call Eyemed and Eyemed has done nothing about it. I also believe that as a result of the complaint against Eyemed, they said that I should be receiving a call from Caresourse on the matter, which I never have, the reference I.d. For the Eyemed complaint is ********. I have been told that the issue was supposed to be fixed on multiple phone calls, which it has never been fixed. I’m paying for a service I have never received.Business Response
Date: 04/28/2025
Thank you for sharing this complaint.
Upon review of the concerns noted in the members complaint and to protect
the members PHI, CareSource staff contacted and spoke to the member directly on
04/22/25 to discuss their concerns in detail. We apologized for the experience
that she had and verified the member’s vision benefit is active and the
information is now correctly reflected in the EyeMed system. We offered to contact her vision provider advised
that her to advise they can submit the claim to EyeMed so that she can be
reimbursed for her out of pocket expense. The member didn’t have the provider’s
info at the time of the call and advised she would contact them herself. We
appreciate the inquiry. Please contact us if we can provide any additional
information. Thank you.Customer Answer
Date: 04/28/2025
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. Thank you for the timely response.
Sincerely,
***** ********Initial Complaint
Date:03/27/2025
Type:Billing IssuesStatus: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've had numerous unresolved billing issues with Caresource. I've reached out to 3 members of their leadership team and haven't received a response. Date of transaction: 3-26-25; Amount of money I paid business: $1,982.00 was automatically withdrawn from my account when it should have only been $991.00; What the business committed to provide you; Insurance premium for April 2025; Nature of dispute; Overcharge; No, Caresource hasn't tried to resolve the problem. Issue doesn't involve an ad.Business Response
Date: 04/04/2025
Thank you for sharing this complaint.
Upon review of the concerns noted in the members complaint and to protect the members PHI, CareSource staff contacted and spoke to the member directly on 03/31/25 to discuss their concerns in detail. We reviewed the payment and invoicing history and confirmed that premium payments are due in advance for the upcoming month. We confirmed that the member’s premium payments are currently set up to be deducted through autopay. We also sent the member’s billing history via secure email. We appreciate the inquiry. Please contact us if we can provide any additional information. Thank you.Customer Answer
Date: 04/16/2025
This claim has been resolved to my satisfaction. Once someone took the time to explain it to me, it made sense. This wasn't happening on my earlier phone calls to Caresource.Initial Complaint
Date:02/21/2025
Type:Billing IssuesStatus: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 cancel my insurance in December, and they are still taking it out of my bank account. I have talk to several people and have got nowhere. They took out 59.97 on Jan 3 and 59.97 on Feb 3. I have filed a claim with them (************) and still have not heard back. They said they can see where i cancelled it but cannot see where they are still taking it out of my account. I would like to get reimburse from them. My member id number is *********.Business Response
Date: 02/25/2025
Thank you for sharing this complaint.
Upon review of the concerns noted in the members complaint and to protect the members PHI, CareSource staff contacted and spoke to the member directly on 02/24/25 to discuss their concerns in detail. We confirmed that the policy was terminated on 12/26/24. We shared that after reaching out to our Billing department, we were able to verify that the deductions on the statement she shared with us did not come from CareSource. No payments have ever been received by CareSource on this account. The transactions do not say “CareSource” and the amounts deducted from her bank account don’t match the premium details we had on file prior to the policy cancelation. We recommended that the member reach out to her bank for additional information. We appreciate the inquiry. Please contact us if we can provide any additional information. Thank you.Initial Complaint
Date:02/18/2025
Type:Customer Service IssuesStatus: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 received many calls from CareSource and informed them I do not have CareSource coverage (I have Medicare Advantage through United Healthcare, and I told them this). After at least the second call to them last week, I was assured I would not be called again. I have since received at least two more calls from them. I cannot simply block their calls as they use various, and apparently rotating, phone numbers. It is at this point, I feel, harassment. I just want the calls to stop.Business Response
Date: 02/19/2025
Thank you for sharing **** ******** complaint. Upon review of the concerns noted in the members complaint and to protect the members PHI, an IRE Specialist contacted and spoke to the member directly on 02/19/25 to discuss their concerns in detail. We appreciate the inquiry. Please contact us if we can provide any additional information. Thank you.Initial Complaint
Date:01/06/2025
Type:Service or Repair IssuesStatus: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 called CareSource Insurance/Marketplace several times trying to resolve a fairly easy fix. I felt I was discriminated against. The person on the phone would not help me resolve my issue, they kept putting me on hold ( I could hear them speaking to co-workers and laughing.) I needed to update my current insurance so that I could see my doctor. I need to see my doctor and they want my current insurance card. I cannot afford to pay out of pocket for my healthcare needs. I have a screenshot of my wait time being over 1 hour, half of which time no one ever let me know what they were doing to help me. All I need is an updated insurance card and my account updated. I do not know what else to do. I have called several times and still no one will help me. This is affecting my medical / health needs. This is totally unacceptable.Business Response
Date: 01/12/2025
Thank you for sharing this complaint.
Upon review of the concerns noted in the members complaint and to protect
the members PHI, CareSource staff contacted and spoke to the member directly on
01/07/24 to discuss her concerns in detail. We answered her questions about her
policy and apologized for the unacceptable experience that she had with Member
Services. We have reviewed the call with Member Services leadership and
addressed the issue with the representative in question as well as reviewing
our processes that may have led to the experience. We appreciate the inquiry.
Please contact us if we can provide any additional information. Thank you.Initial Complaint
Date:01/02/2025
Type:Customer Service IssuesStatus: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.
#1 We were at ********* ****** Hospital, and I called CareSource Transportation, and they would not answer the phone period for me and my wife. And ****** Hospital has given us a blanket because it was cold outside. And I had to catch a ride fortunately for my cousin. We need our $30 back.
#2 Occasion it was at the (***** ********** **** *********). We called the CareSource Cab Company, and they hung up the phone, and then the Law Officer ****** called them, and they hung up the phone on him. And my wife is not very well BBB.Business Response
Date: 01/08/2025
Thank you for sharing Mrs. ******* (*****) ***** complaint.
Upon review of the concerns noted in the members complaint and to protect the
members PHI, an IRE Specialist contacted the member directly on 01/03/25, 01/06/25,
and 01/07/25 to discuss their concerns in detail. The IRE Specialist was not
able to reach the member by phone so a letter was sent on 01/08/25. We
appreciate the inquiry. Please contact us if we can provide any additional
information. Thank you.Customer Answer
Date: 02/11/2025
Mrs. ******** **
Caresource didn't send send me a letter on the 6,7,8 last month January Month. Please ask them to honer there business.
******* ***** ********* and
******* *****
Business Response
Date: 02/13/2025
Thank you for sharing ******* ***** complaint. Upon review of the concerns noted in the members complaint and to protect the members PHI, an IRE Specialist contacted the member directly on 02/11/2025, 02/15/2025, and 02/13/2025 to discuss their concerns in detail. The IRE Specialist was not able to reach the member by phone so a letter was sent on 02/13/2025. We appreciate the inquiry. Please contact us if we can provide any additional information. Thank you.Initial Complaint
Date:12/02/2024
Type:Billing IssuesStatus: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.
CareSource is refusing to pay for my hospital stay. They say "The request does not MCG criteria." I can't afford to pay this bill.Business Response
Date: 12/11/2024
Thank you for sharing Joel Brown's complaint with CareSource.
Upon review of the concern noted in the member’s complaint and
to protect the member's PHI, a Customer Care Specialist contacted Mr. Brown
directly on December 9th to discuss the matter in detail.
Unfortunately, the Customer Care Specialist was unable to reach
Mr. Brown by phone; therefore, a secure email was sent on December 11th with
the resolution of his complaint.
We appreciate your inquiry and are committed to addressing our
members' concerns. Please do not hesitate to contact us if we can provide any
additional information or assistance.
Thank you,
Issue Resolution Expert Team
**** *** ***** ******* ** **********
Phone: **************
TTY Line: ************
******************Initial Complaint
Date:11/25/2024
Type:Billing IssuesStatus: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.
Caresource denied deep cleaning gum and tooth on upper right and upper right quadrants. Picture shows bone loss on my upper teeth especially the front tooth. They approved deep cleaning on my lower teeth which there is less bone loss and it appears they have mixed the bottom and lower teeth up. In the picture you can see the one tooth has bone loss and they can either approve for this to be done or reimburse me after I have it done.Business Response
Date: 12/05/2024
Thank you for sharing this complaint.
Upon review of the concerns noted in the members complaint and to protect the members PHI, CareSource staff contacted and spoke to the member directly on 12/03/2024 to discuss their concerns in detail. We advised that we were unable to approve your requested service because the information submitted with the request did not meet the clinical criteria. We reviewed the authorization request and appeal with the member and advised her of her right to request an external review. We appreciate the inquiry. Please contact us if we can provide any additional information. Thank you.Customer Answer
Date: 12/11/2024
Complaint: ********
I am rejecting this response because: My dentist will not clean my teeth they insist on the deep gum and root cleaning with will leave me with a $600.00 bill. I've added a picture of my upper tooth which shows bone loss. I believe the dentist who initially reviewed this should have noticed the obvious bone loss on my upper teeth. I will not close this case, even if the approved this at this point I would not get to the dentist in time and have chosen a different insurance for next year.
Sincerely,
**** *********
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