ComplaintsforBoon-Chapman
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 youBusiness response
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
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
07/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
03/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 OfficerInitial Complaint
10/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.Initial Complaint
10/05/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
10-5-21 Ive been on hold with the customer service number forever. I cant get ahold of anyone with the number provided. It is an endless loop simply repeating the options to push on my phone. No matter what I push it simply just repeats the options. An endless loop. When I goto the contact us link on their website, it is EMPTY. I have run out of options trying to contact them. Need help resolving this. This is my healthcareBusiness response
10/18/2021
The member has since been contacted by one of our customer service representative over the phone. The *** apologized to him for no one answering his call. The member stated he called the number on the back of his insurance card and no one would answer, the *** continued to loop around. He also said he went to the Contact Us section of our website www.boonchapman.com and said it was blank. He was able to get the assistance he needed so the *** did not have to provide any benefit information to him. The *** did give him the dental customer service email and advised that if he had any problems moving forward, he could reach out to us there as an alternative.
Our *** called the number he referenced and was able to reach one of the reps so we're not sure why that happened to him. He did state he did call during regular business hours as well.
We also checked our website and the Contact Us page was running normally. It could be the member was using IE to access the site.
- Boon Chapman Compliance
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.