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.
- 15 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.
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,
***** ********ve 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.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.
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.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.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.
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: 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.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: ************
******************
CareSource is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.