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:06/07/2025

  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.

  My original transaction was 6/5/2024. My HealthNow vision benefit was good until 7/1/2024. As per my vision benifits I am to receive $200 reimbursement every 2 years for eyglasses. As per receipt attached, my glasses were over $400 but I was to be reimbursed $200.I have been getting the run around for a year now. The previous time I called before today, I was told that the check was being mailed. 1 month later, no check. I call today, My claim is being looked at again and reprocessed. Then I am told that at 12:50PM in the daytime, the persons that could have answered my questions, were not answering their phones. Yes, I actual was told that.I have been going back and forth with this company for basically the full year. I have called ***** times and I get the same run around each time....you need another form, you don't need another form, we are resending the claim in, we are escalating the claim. "We are sorry, we put the claim under health insurance and not vision". Now, after telling me the check was sent out, I call back today to be told it's being reproccessed or reassed...what?!?!? Something is not right here. When I call, they put me on hold at least ***** minutes but none of the people I speak with have the actual answers. I am just asking for $200 which is due me per my benefits package. Nothing more.

• Initial Complaint

  Date:05/08/2025

  Type:Billing 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 was in the emergency room 3 times in the last month and half. I am gratefulfor the hospital staff and workers We have all experienced the health care chaos and its getting worse and harder to deal with.I spent3-5 hoursin severe pain before I was able to get any type of relief. I saw so much inefficiency and more time wasted. Its not simple anymore its been made to complex is for health care workersto what is right and actually take care of the people. Actually we all see it, it has become a business and its all about the money. It reminds me of a verse in the Bible the love of money is the root of all evil its in our faces today and it doesnt even hide.We see the evil and greed. This is not the country I grew up in. We have sold out to greed and the power of the dollar.Its disgusting and disappointing to the best country in the world.Remember God is observing all of this. Hes not happy about what is going on and neither am I. We need to stand up and do whats right instead of sitting back and watching all the corruption, greed, evil. We need godly people to stand up humbly and in love to say no more corruption and evil.I will stand against the greed and evil and expose it. I have a ppo. one of the ** visits the hospital changed the insurance ******. Guess how much the insurance payee ***** 18.5 percent REALLY Then I get a bill from just the hospital portion for 1800. How about I pay 18.5 percent of that If I dont pay that I would be sent to collections. Iam tired of the insurance dictating our health care and not approving our care and making record profits. Healthcare isthe tens of trillions.Lets not forget that we pay a monthly premium for health insurance along with the companies we work for along with personal deductibles and family deductibles along with co-pays, coinsurance, I am still hopeful and going to try to help do whats right, yet it may not get better until ***** returns and corrects all of this. god bless

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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 broke my nose. I did not have time to get a pre authorization. So I went to surgeon. Upon performing surgery ** found severe deviated septum. He provided Superbill to give to insurance for reimbursement. Its been 1.5 years and insurance still wont pay. I was told claim was set to pay but they had the wrong amount. I got confirmation they have correct Superbill. I need my money back. This is $11,000 we are talking about!!

• Initial Complaint

  Date:07/25/2024

  Type:Billing 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.

  In March of 2024, I received an EOB (explanation of benefits) from Health Now showing that my Individual Network Deductible had been satisfied. In May of 2024, I received an EOB from Health now showing that my Individual Network Deductible had not been met. Despite numerous phone calls to their customer service department over the past two months, they have failed to provide any explanation nor correct their accounting mistake. I have repeatedly been told that they would provide an audit in 7-10 days. No audit is ever forthcoming, nor is any follow-up notification. In the meanwhile, my medical bills are not being covered per the terms of my insurance plan.

• Initial Complaint

  Date:07/22/2024

  Type:Billing 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.

  First I had to fight with HNAS to get a surgery covered that is 100% covered under the affordable care act. It took 5 months of back and forth to get someone to review the claim - each time I would call the representative would they would say they will do another layer of escalation, but no one had looked at it so essentially my "escalation" was going into a black hole. Finally, they agreed to redo the claim and would cover 100% of it. This was almost 2 months ago and thought this saga had come to an end. And now I come to find that the claim has not been paid and as a result I have been send to collections after I had been sent an EOB that said it was fully covered. I called yet again to ask about this and was told it was actually not paid. This process breakdown on their end has resulted in a bill going to collections that was supposed to have been resolved almost 2 months ago.

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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.

  Health Now has incorrectly processed my health insurance claims in 2023 as out of network. they repeatedly agree that the claims need to be reprocessed, but no action has been taken from september 2023 to january ****. I am out of pocket hundreds of dollars. I've called them multiple times and been promised action. I have received no written communication or updated from this company. Disappointing that I cannot resolve this issue after many attempts through their customer processes and procedures and talking to a manger who promised to resolve the issues.

• Initial Complaint

  Date:12/11/2023

  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.

  I submitted an out-of-network reimbursement claim for a covered medical expense of $1000 for four services rendered by a provider on 5/3, 5/10, 5/24, and 5/31/23. This claim was then split by MyHnas into two claims of $500 each. The first included the first two services on 5/3 and 5/10 and was applied to my deductible, which was then filled. The second included the last two services rendered on 5/24 and 5/31. This complaint is about this second claim. This claim of $500 for the services rendered on 5/24 and 5/31 was originally declined by MyHnas. I called MyHnas on 7/12 and spoke with an agent (********), who said that the rejection was caused by MyHnas not receiving the correct pricing information from Cigna. However, she also confirmed that this was a mistake by MyHnas, and re-submitted the claim to be re-processed. She confirmed that I should be reimbursed 70% of the claim (I have a 30% co-insurance for out-of-network reimbursements). I believe that MyHnas has purposefully lied about my claim to delay having to reimburse me. I was told two different lies by the claims department, one in July about ***** not providing the correct pricing information, and one in November about my coverage being inactive in May, and both lies were confirmed to be false by the customer service agents I spoke with. I had also submitted this exact claim (same provider, CPT code, price per service, etc,) every month without issue, countering the MyHnas claims department's assertions. Clearly, MyHnas has purposefully used lies and deceit to delay reimbursement for this claim far beyond the mandatory 45-day period set by New York State. This is unethical and illegal. In accordance with New York State Prompt Pay laws, I believe that I am owed the amount for this claim (minus co-insurance), plus applicable interest set by these laws. Therefore, in total, I believe that I am owed $367.88 as of 11/7, plus another $0.12 for every additional day this claim remains unpaid by MyHnas.

  Business Response

  Date: 01/04/2024

   

  Please be advised that the claim was processed, and payment was sent to member. A copy of the payment is attached.

  Thank you,

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

  Customer Answer

  Date: 01/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I agree that I ultimately, and very recently, did receive the correct reimbursement amount for this claim. However, there are two fundamental outstanding issues.

  1. I am still owed interest by HealthNow for the extreme delay in their processing of this claim. In accordance with New York State Prompt Pay laws, I believe that I am owed interest by HealthNow in addition to the base amount for this claim. According to NYS Prompt Pay laws, the interest is set for 12% annually, and accrues starting 45 days after the claim was submitted, which was on 5/31. As of today, 1/9/24, 223 days have passed since the claim submission date, which means that reimbursement is 178 days overdue. As such, $0.12 should have been accruing every day past Day 45, totaling $21.36, and increasing by $0.12 every day the claim remains unpaid.
  
  2. HealthNow knowingly made false statements to me on two separate occasions about this claim to avoid reimbursing me for it. I called HealthNow on 7/12 and spoke with an agent (********), who said that the original rejection of this claim was caused by HealthNow not receiving the correct pricing information from *****. However, she also confirmed that this was did not make sense, as she saw that I had submitted claims monthly with the exact same information (same provider, CPT code, price per service, etc,) without issue, countering the HealthNow's claims department's assertions. These claims had been processed successfully before and applied toward my deductible. She also said that the pricing information from ***** was clear as a result, and that the claim should not have been rejected. She confirmed that I should be reimbursed 70% of the claim (I have a 30% co-insurance for out-of-network reimbursements).

  On October 30th, I spoke with an agent "*****" who told me that the claims department said my coverage was inactive when this claim was initially submitted in May. However, the agent also confirmed that this was not true, and confirmed that my coverage has been continuously active since January 1st, 2023. This agent was also confused why the claims department made this argument 5 months after initially receiving the claim. This leads to the conclusion that the claims department knowingly made false statements to me in order to avoid paying this claim

  HealthNow purposefully lied about my claim to delay having to reimburse me. I was told two different lies by the claims department, one in July about ***** not providing the correct pricing information, and one in November about my coverage being inactive in May, and both lies were confirmed to be false by the customer service agents I spoke with. Clearly, HealthNow has purposefully used lies and deceit in bad faith (rather than recklessness or negligence) to delay reimbursement for this claim far beyond the mandatory 45-day period set by New York State. This is unethical and illegal. Each false statement on its own violates Federal and New York State Insurance Bad Faith laws, and should result in punitive and compensatory damages paid to me by HealthNow.

  In conclusion, this complain should remain open until HealthNow pays me:

  (1) interest that will continue to accrue until I am paid it ($21.36 as of 1/9/24, plus $0.12 for each day this interest remains unpaid), and

  (2) punitive and compensatory damages of at least three times the original claim amount ($1,500) due to the knowingly false statements made to me in bad faith.

  Thank you for your help in resolving this matter.

  Regards,
  
  *****************************

• Initial Complaint

  Date:10/27/2023

  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.

  Last year, I received physical therapy for a couple months. The bill was sent to me in January or February of this year. I had an FSA/HSA card with HNAS through my previous employer (current back then). The total bill was over $600. I gave the physical therapy clinic my FSA account info to bill too since I still had credit on there from the previous year and I also had credit for the new year. It went through temporarily but then I got letters from HNAS saying it didn't go through. I called HNAS and spoke with one of the representatives. They mentioned that I shouldn't have received that letter since the credit from 2022 that was left over as well as the credit from 2023 would cover for it since I received the medical bill in January 2023. They assured that it would be covered. I spoke with the HNAS representative over the phone back in January. I even sent them the EOB documents they asked for. On the website it says to upload the files but it doesn't let you upload anything, so I emailed the documents to them. I've still been receiving the same letters from them saying the bill wasn't covered and I've been trying for months to get on a call with them, but they never answer. I sent them another email in August and they didn't respond back to me until a month later indicating that the card transaction was ineligible since the physical therapy was in 2022. But as I mentioned earlier, I had credit available from 2022 and they also told me before that the credit from 2023 could be used since the the bill was dated in January 2023. They also mentioned in the email from September that since the card transaction was ineligible, that a refund is owed to me. I no longer work for my previous employer and I emailed them back letting them know this and asked how this can get fixed since I don't have access to that refund. I haven't heard back from them. Is there anything I can do? I'd like to be able to use the FSA HNAS credit for that medical bill. At least the 2022 credit.

  Business Response

  Date: 11/16/2023

  October 31, 2023

  Hi ******, 

  See below screen shot of note listed under transaction.  I also listed a screen shot of each explanation of benefits the member submitted.  The card was swiped on 2/2/23 current plan year and per the EOB's submitted the dates of service fall under the previous plan year 12/1/21-11/30/22.  Let me know if you need anything else. 

   

  Business Response

  Date: 12/04/2023

   

  Good Afternoon

  The attached letter will be mailed the member. Thank you, ****************************,

  Customer Answer

  Date: 01/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have already paid the balance with the company. The check has cleared and is reflected on my bank statement. I asked the company to send me a letter confirming the claim has been paid so that I can keep it for record purposes but I haven't received a letter from them yet not have I received an email from them. I would like to receive that letter confirming the balance is paid off.
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  

• Initial Complaint

  Date:09/21/2022

  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.

  1. HNAS is inaccurately listing members as inactive through ***** insurance and then not processing the claims which is fraudulent. Prevents timely processing of claims ( states incorrect address submitted, long phone holds--over an hour, no responses). Told supervisor will call back and it never happens. 2. Not filling FSA account. Money is removed from the paycheck and disappears. Does not go into the card.