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.
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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:12/29/2022
Type:Product 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.
On November 2, 2022 I requested a refund in the amount of $462.51. My primary care physician was not in network and I had to select a different insurance. I canceled on 11/04/2022. CareSource says the money was refunded electronically on 11/09/2022. I HAVE NOT received the refund as of 12/29/2022. I contacted CareSource and opened at least 4 to 5 different "cases" to resolve the issue. CareSource told me that I needed to contact my bank that they had refunded the money and they would not refund again. This was after I provided documentation proving the amount refunded was not in my account. They refused to tell me the full account number or even let me speak with the department that actually handles the refunds. CareSource told me that they refunded the money electronically gave me some sort "tracing" number. My bank said they did not know what that number was and they could not use it to track the refund. Also, I have NOT received a paper check to this day. The dispute is that CareSource will not go back and track where the refund went. I provide documentation that the amount refunded was not in my account. I also sent them the back of the card I used proving that there was not a 1-800 number to call. It is a small local bank. I NEED my money back so I can pay for health insurance going forward.
This is HORRIBLE business on their part and I just want my money back so I can move on. If any additional information is needed please let me know.
********* *******Customer Answer
Date: 01/06/2023
Hello,I wanted to let you know that the Billing Department at CareSource called and the refund was sent to my bank. Thank You so much for your help with this.Kind Regards,**** *******Initial Complaint
Date:12/22/2022
Type:Product 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.
Over paid one month premium of $17.95 , services ended 08-31-2021, due to Medicare age ** **********, been trying to get refunded , cannot get response by on matter. Last contact was on 11-14-2021 received ticket # Ticket # ***********Business Response
Date: 12/30/2022
Upon review of the concerns noted in the complaint, a CareSource Member Services Representative contacted the consumer directly to discuss his concerns in detail. As a result of our discussion with the consumer, we were able to fully resolve his concerns and are available to discuss any questions or concerns the consumer may have in the future. At CareSource, our mission is to make a lasting difference in our members’ lives and communities by improving their health and well-being. In an effort to achieve that mission, we strive to resolve all consumer concerns as expeditiously as possible to include the aforementioned complaint.Customer Answer
Date: 01/03/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
****** ******I was contacted on Dec 29th by ***** who was to contact me back today Jan 03 2023. I called the number was given and after five minutes of recording could not reach ANYONE
Business Response
Date: 01/11/2023
As a follow-up to the concerns expressed by the member in question, please be advised that additional outreach was conducted to the member in an effort to ensure his concerns have been fully resolved. As noted in the health plan's original response, plan representatives are available to discuss any additional questions, comments or concerns the member may have in the future.Customer Answer
Date: 01/12/2023
Complaint: ********
I am rejecting this response because:
This issue has not been resolved. And I will continue rejecting until it is resolved
Sincerely,
****** ******Business Response
Date: 01/23/2023
Upon review of the concerns noted in he members rebuttal and to protect the members PHI, a Member Services Representative contacted and spoke to the member directly to discuss their concerns in detail. As a reslt of the discussion with the member, we were able to fully resolve the issue and the member expressed no additional questons or concerns at that time. We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information. Thank youCustomer Answer
Date: 01/23/2023
Complaint: ********
I am rejecting this response because:
Your not telling the BBB the truth. This matter was never resolved. Until this matter is resolved. I will not expect it.
Sincerely,
****** ******Customer Answer
Date: 01/26/2023
On December 29 2022 received call from Caresource saying after intense investigation she was able to determine no prior refund had been issued * would contact me again in 48 hours. With weekend and holiday would been 01-03-2023. No response. Three business days I tried contacting person could not get an answer at number provided. So tried again following week. After waiting on line for 45 minutes for an agent to respond they would not connect me to this person after being assured I would have no problems contacting her. Finally after having to explain again to agent who finally answered was informed the refund was previously issued. Having check my checking account days before and after no refund was issued. Agent would not take this answer. No way I'm dropping complaint until I get a refund or they proved I received refund. Been trying to work on this since September 2021
Business Response
Date: 02/03/2023
The same Resolution Specialist that assisted the member with the initial request extended outreach on 2/2/2023 to address his continued concerns. The member was then connected to the third party pharmacy vendor on a joint call. During the call the third party pharmacy vendor requested a detailed email explaining the situation, which was done. The Resolution Specialist explained to the member again how the refund was issued to the third party pharmacy vendor and that the refund is due to him from them and not the health plan. The member did confirm understanding. The member was provided with the third party pharmacy vendor’s direct contact information. The Health Plan will keep the member apprised of any updates received from the third party pharmacy vendor responding to the email regarding the members refund. The member then was provided with the Resolution Specialist’s direct contact information so he has someone from the health plan available to him.
We appreciate the inquiry and believe this resolves the issue. Please contact us if we can provide any additional information.
Thank you
*****Customer Answer
Date: 02/06/2023
Complaint: ********
I am rejecting this response because: not heard back from agent in response to 3rd party email
Sincerely,
****** ******Business Response
Date: 02/14/2023
In response to Mr. ******’s rebuttal and to protect his PHI the same Member Services Representative contacted him and conferenced in the third party vendor to advise this has been escalated through finance and with the third party. The third party vendor advised Mr. ****** that someone would be in touch with him soon. Mr. ****** was again provided the contact information for the third party vendor to contact directly with any further questions.Customer Answer
Date: 02/14/2023
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.
Just go away
Sincerely,
****** ******Initial Complaint
Date:12/13/2022
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.
Business creating and using false names and identity to facilitate identity theft. Did not sign up for this program, they refuse to use my legal name and are often hostile on the phone. I suspect they are scamming the insurance industry, stealing health information and harassing me.Business Response
Date: 12/21/2022
Thank you for sharing Ms. ******* ****** complaint. To protect
the member’s PHI, the CareSource resolution was sent to the member via secure
email on 12/21/2022. CareSource appreciates the inquiry and believe this resolves
the matter. Please contact us if we can provide any additional information.Initial Complaint
Date:11/28/2022
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.
Two issues. We bought this insurance last year. One of the main reasons was because it had dental insurance. I checked their web site and it listed over 100 dentists in out area. After calling over 50 we determined that they did not in fact take Caresource. When we called Caresource they told us that there was no dentist within a 100 miles of our location. When speaking with the dentists they say they have tried numerous times with ni luck to get Caresource to take them off of their provide directory.
I also submitted a claim for eyeglasses 3 months ago and have never heard a peep from themBusiness Response
Date: 12/02/2022
Thank you for sharing Mr. ******** complaint. To protect the member’s PHI, the CareSource resolution was provided to the member by phone on 12/2/2022. CareSource appreciates the inquiry and believe this resolves the matter. Please contact us if we can provide any additional information.Initial Complaint
Date:11/16/2022
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 paid the $401.00 premium on 10/31/2022. It posted to my account on 11/2/2022. I have called Caresource for weeks and they claim I didn't pay the premium, or that my premium isn't $401.00. I have lost all my money and still have no insurance coverage.Business Response
Date: 12/06/2022
CareSource responded on 11/23/2022 to the BBB advising that On 11/21/2022 a Customer Care Resolution Specialist (CCRS) contacted the member by phone to assist with her issues. The CCRS received voicemail and left a message for the member to return the call for the resolution and to answer any questions she may have. On 11/22/2022, Ms. ******** returned the call to Member Services and was advised of the plan's findings. CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information. I have attached a copy of the response.Customer Answer
Date: 12/08/2022
Complaint: ********
I am rejecting this response because:They claim they do not have my second payment. I have attached all the documentation that I have paid two payments and they have been withdrawn from my bank account.
Sincerely,
******** ********Business Response
Date: 12/09/2022
Thank you for sharing Ms. ********'s complaint. To protect
the member’s PHI, the CareSource resolution was sent to Ms. ******** via secure
email on 12/9/2022. CareSource appreciates the inquiry and believe this resolves
the matter. Please contact us if we can provide any additional information.Initial Complaint
Date:10/19/2022
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 member *********. Applicant became Medicare eligible on August 1, 2022. Caresource was notified by return of August billing to cancel policy effective 08/01/2022 1201 AM. The plan is part of Obamacare and they were notified on July 6 of a change in plan. The Obamacare computer system failed to document the plan cancellation until after August 7 and Caresource continues to bill for almost $208, stating that the plan was not cancelled because of the government action. It is my contention the plan was cancelled before August 1 by mail and then with a follow up letter to Caresource.Business Response
Date: 11/04/2022
Thank you for sharing Ms. ****'s complaint. To protect
the member’s PHI, the CareSource resolution was sent to the member via secure
email on 10/25/2022 and again on 11/4/2022. CareSource appreciates the inquiry and believe this resolves
the matter. Please contact us if we can provide any additional information.Customer Answer
Date: 11/04/2022
Complaint: ********
I am rejecting this response because:I will need a copy of the contract between Caresource and the government as well as the complete contract between Caresource and this writer. It remains my contention that the written notification between to Caresource to cancel coverage and declining payment to Caresource terminated coverage,
Sincerely,
****** ****Business Response
Date: 11/14/2022
Thank you for sharing Ms. ****'s rebuttal to our previous response. To protect
the member’s PHI, the CareSource resolution was sent to Ms. **** via
secure email on 11/9/2022. CareSource appreciates the inquiry and believe this resolves
the matter. Please contact us if we can provide any additional information.Customer Answer
Date: 11/14/2022
Complaint: ********
I am rejecting this response because: Caresource failed to provide specific answers to question on the last correspondence. Where in the contract does it specifically state that the policyholder is responsible for the governments failure to accurately upgrade their records or correct their records? What legal principle is Caresource utilizing when a customer cancels coverage ( in writing) to hold the customer responsible for additional charges? Instead of blaming the government, perhaps Caresource should address the policyholders legal cancellation prior to the next months effective date?
Sincerely,
****** ****Business Response
Date: 01/23/2023
On 11/16/2022 an email was sent to Ms. **** with a response to her questions raised in the 11/14/2022 rebuttal. I do apologize for no response being sent to BBB regarding the contact. This was an Indiana Plan complaint and I failed to follow up on their response. I am not able to provide the resolution as to protect the members PHI information. I did however provide below the top part of the email for your record
From: Caresource Complaints
Sent: Wednesday, November 16, 2022 1:58 PM
To: **********************
Subject: *$ecure* BBB-********Good Afternoon Ms. ****
Below is the answer to questions you raised in your last communication with the BBB.
Customer Answer
Date: 01/23/2023
Complaint: ********
I am rejecting this response because: I am waiting to hear from the Affordable Care compliance group to respond to our appeal of their improper handling of our plan termination. It is my opinion that Caresource is wrong and is acting in bad faith, but if the federal government corrects their error perhaps the Caresource folks will correct their error, either way we will not be paying their improper bill and will consider Caresource a very bad company with little regard for ethics and proper business practices.
Sincerely,
****** ****
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