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:05/13/2025

  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 needed to have my annual EGD test done and the billing department at the office of procedure suddenly needs a large co-pay sum out-of-pocket or they deny my test. This large sum they speak of i do not have and was not informed by Boon-Chapman that this was required for this test. According to my insurance card i only pay $55 co-pay for "specialists". Apparently Boon-Chapman is not cooperating with the billing from ********** GI for this test. I am in the company network also to maintain the required benefits from Boon-Chapman. I have tried to get back in touch with Boon-Chapman for more details on this matter or to reach a effective agreement pay plan and no one returns my calls now. This is unprofessional and sounds like avoidance.

  Business Response

  Date: 05/16/2025

  To Whom It May Concern,
  
  Thank you for bringing your concerns to our attention. We understand the frustration and stress that can arise when medical billing and insurance coverage issues occur.  We would like to clarify a few key points regarding Mr. ***** complaint:
  
  Insurance Verification and ********************************************************** card indicates a standard co-pay of $55 for specialist visits, diagnostic procedures such as an EGD (esophagogastroduodenoscopy) are often classified under outpatient surgery or diagnostic services. Thus, this procedure falls under the benefit plans provision of being subject to deductible and coinsurance, rather than an office visit benefit which would be subject to the copayment.  At this time, Mr. ***** not met his 2025 deductible. Our customer service department educated the member regarding this benefit on May 2, 2025.  We also educated the member that if he were to utilize an alternative provider, his benefit plan would waive the deductible and coinsurance at an approved facility under the Medical Tourism benefit.  However, he stated that his doctor specifically wanted to perform the service and thus this would not be an option. If Mr. ***** chooses to utilize Charleston GI for this service, it will fall under the deductible/coinsurance benefit level, where he will be required to set up a payment plan with his provider to accommodate the deductible/coinsurance level that is his patient responsibility.
  
  Communication with Boon-Chapman:
  Our records indicate that we also spoke with Mr. ***** on April 10, 2025 regarding a hospital bill, where once again, the service applied to his deductible due to the place of service.  We explained how the benefits were applied, but the member did not seem to fully understand his patient responsibilities.
  
  Unfortunately, Mr. ***** seems to be unhappy with his employers benefit plan design.  We, as the **** must process claims in accordance with the plan. 
  
  Should you have any further questions or concerns,please let us know.

• Initial Complaint

  Date:10/16/2024

  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.

  Boon Chapman insurance is not accepted by any of the 15+ different providers weve called. My wife has been sick for over a week and we can not find a doctor that will accept our insurance. I hope that I can recoup some of the money Ive spent on premiums because this insurance is not as it was advertised, and is dangerous by making people think they have a safety net when really they dont.

  Business Response

  Date: 10/24/2024

  Boon-Chapman reached out to two providers on the member's behalf and provided their information to ***** Rasberry via email and phone. If he has any questions, we encourage him to contact our customer service department at ****************************************** for additional assistance. 

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service 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.

  Boon Chapman insurance connect me to a program called primed dx that pays for my knee surgery they called me once I missed the call getting my id renewed I called them back no answer I called everyday no answer Im not happy I even left my phone number please find out what going on. Thank you

  Business Response

  Date: 03/01/2024

  We made contact with this member and are working to coordinate their care. She did confirm she received 1 of 2 voicemails we left requesting a call back and did confirm the number she has to contact Prime Dx is accurate. 

• Initial Complaint

  Date:07/19/2023

  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.

  Company has disabled my use of funds which I have paid into the account. The company gives a phone number and email address to contact them but does not answer the phone or respond to emails. I just want to talk to a human to use my dependent care account for my child's daycare which I have funded.

  Business Response

  Date: 08/01/2023

  Good afternoon, 

  The Company was contacted by the member on 07/19 and responded to him on 07/20. Since then, we have been in contact with the member and he is working to get the necessary documentation in order for us to process his claim. 

  Customer Answer

  Date: 08/02/2023

  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.
  
  Regards,
  
  **************

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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 have an FSA Account with **********************. I sent in a bill from Lincare for oxygen, which I believe they paid. SInce then, Boon Chapman has paid Lincare two more times, although I did not authorize payment as I have returned the oxygen tanks to Lincare. So, they have taken about $400.00 from my account which I did not request and without my authorization. In the meantime, I have Rochester Regional Health bills that have been denied because of lack of funds in my account. I have contacted Boon Chapman several times by e-mail and multiple times have called their phone contact number. I receive no response to my e-mails and every single time I called (at lease 6 times) I am put on hold as "they are taking care of other clients" then "they are sorry they missed my call" and leave a message. I have left numerous messages, but never received a call-back. I don't even bother to leave a message any more, and they never pick up a call from me. I want the money from the Lincare bills put back into my account so I can pay the Rochester Regional Health bills.

  Business Response

  Date: 07/25/2023

  Our personnel responded to the complainant directly on 07/13/2023 regarding her complaint. With regards to duplicate charges, we explained that they have to be handled with the provider to refund back duplicated charged amounts. After reviewing the complainant's account, we did not see any duplicated payments and asked for a sample of where they are seeing duplicated charges. 

• Initial Complaint

  Date:03/15/2023

  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.

  Trying to access my flex spending account using the website. Every time i attempt to log in the password does not work. I attempt to reset the password and still cannot access my account. It takes 3 to 4 days to contact someone to reset the password. Then when I attempt to log in at a later date i experience the same thing. This is a flex spending account so its use it or lose it. My feeling is they make it as difficult as possible to access your account, so you won't use it. I have been trying to reach someone for three days now, only to wait on hold for hours and then they hang up on you. I have left my name and phone number 10 times with no call back.

  Business Response

  Date: 03/23/2023

  Good afternoon,
  
  Boon Chapman has reached out to the complainant and provided them with instructions on how to register and log into the flex spending account portal.
  
  We also followed up on prior correspondence regarding issues with accessing their flex spending account. The complainant had been able to log into their account and we had thought these issues had been resolved already. We're hoping now to be on the same page. We will continue correspondence with them until all questions are resolved. 
  
  Thank you,
  ***************************, Compliance Officer

• Initial Complaint

  Date:10/14/2022

  Type:Billing 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 received a shot of Prolia at ********************** office on August 9, 2022. Within a few weeks, I received a bill for $663.42 for the shot and its administration. I called my insurance and multiple people related to my insurance and found a way to greatly reduce the cost of the shot to $25 per shot, which is bi-annual. Boon-Chapman needs to submit an Estimate of Benefit with the following information: I must receive an itemized estimate of benefit that is not in lump sum form. It must show the drug name, Prolia, or a code # ***** or Denosumab. It must show bills amount and the patients responsibility.The email from Boon-Chapman from ************************* at Boon-Chapman said that it strictly went through the pharmacy program of the insurance, which is inaccuate as they already reported that it had been filed through Boon-Chapman as is noted on the bill and through a conversation on the phone with a representative. I called Boon-Chapman this morning and spoke to ****** and he said that he was unable to provide this simple form that would provide me great savings.

  Business Response

  Date: 10/17/2022

  Thank you for bringing this member concern to our attention. Our goal is to provide the best service possible to our membership, as well as our provider community. 
  
  In this members case, the answer is actually quite simple.  The member already has what she needs the Explanation of Benefits (***) mailed to her on 09/12/22 and available online by visiting www.boonchapman.com.  The *** itemizes the following as requested in her complaint:  billing code (J0897) for the drug, total amount billed by her provider ($4,379.56) and the patients responsibility ($663.42).  
  
  We will reach out to the member to remind her of the information available to her to satisfy this request.  Additionally, we will provide additional training for our **************** Representatives to better equip them to handle these types of rare requests.
  
  Again, we appreciate your partnership in bringing these types of concerns to our attention.