Complaints

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes before I signed up with devoted **** give back. The lady *********************** told be I would get the ****** give back in a month or too added too my social security. Not true. I called devoted. They told me takes up too 4months too get the give back added too my social security so who's telling the truth. I just sighed up October 1st 2023. I called social security. They still taking out my ****** premium from old insurance that was cancelled. Social security told me too call them back end of the month. See if they get information from you guys. I'm not happy

  Business response

  10/06/2023

  Hi *****,

  I am sorry you are going through this, and you have every right to feel this way. You were misinformed, and we wish there was something we could do to change that. We strive to ensure that members know what to expect.

  Once we enroll a member in a plan with a buy-down, we let ******** know right away. ******** sets up the Part B premium reduction, and then the ****************************** (SSA) administers it. Sometimes, it can take ******** and SSA up to 4 months to update all of their systems, even after we've told them.

  Were sorry for any inconvenience or confusion this may have caused you. I see that you let us know about this in a text message. We'd be happy to assist you in filing a formal grievance to document the misinformation from your agent. Give us a call at ************** TTY 711. Thank you for notifying us about the issue, and we thank you for the opportunity to set accurate expectations moving forward, and to continue serving you as a member.

  All the best,

  *********************, Director, Member Experience

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am with Devoted Health Bewell plan. I'm disabled with many health issues. I need medical assisted device to walk. The current rolator was issued August 2022. Just prior to August 29th, 2023 I contacted Devoted about safety issues with the ******. Wheel comes off right side back. Front wheels lock when going forward. My doctor sent In a prescription/ order for a new one. I called in many times to Devoted with conflicting information. Durable Medical Equipment is not clear in the evidence of coverage to the point their employees and supervisor giving misinformation! I spike with **** who spoke to her supervisor ****** on August 29th at **** hours. They contacted the contractor Integrated and spoke to ***** who all reassured me I would be getting a new ******. Time is of the essence. I have herniated disc's, myopathy in my cervical and lumbar issues, etc I just received a denial. I contacted ******** which lodged a complaint to Devoted.AJ from ******************** left me a voicemail which I returned immediately. Left 2 messages no response. Finally requested supervisor who was able to get **. Tomorrow is weekend. I need to have a working device, time is of essence. ** said need to have Dr *** order a repair only. She advised she is in control and she makes decision and can not speak to anyone else.Said in reference to getting misinformation will be teaching opportunities but will not stand behind their employees giving wrong information and supervisor which is documented and call recorded.Spoke to her manager who backed her, *********Feel she is retaliation due to ******** complaint.

  Customer response

  09/19/2023

  I have not heard from the business in response to my complaint.

  I reached out to the contractor of the rolator ****** and they did an exchange received yesterday.

  After I made an official complaint to Medicare,  ** with complaint department contacted me with a voicemail.  I had to really pry and be persistent to get her manager who was no help. 

  They have not mentioned this BBB complaint and I will be changing companies with open enrollment.

  I resolved my own issues with zero assistance from Devoted Health.  Just strong armed me and ran me around.  Wouldn't give me contact information for their chain of command.

  Business response

  09/20/2023

  Dear ******, 

  Thank you for reaching out to share your experience with us. I genuinely apologize for the inconvenience and distress that this ongoing issue has caused. I understand that having a reliable piece of equipment is not just about convenience, but essential to your daily well-being.
  I have personally reviewed your case and collaborated closely with the team handling your concern to get a comprehensive understanding of the situation. I confirm what you already know to be true, which is the new ****** was successfully delivered to you on Monday evening.

  We recognize that the delay was far from the standard of service we aim to provide, and I'm sorry this was your experience.
  

  Your trust and comfort in using our services are of utmost importance to us. We are here to support you every step of the way, and we aim to exceed your expectations in the future. We value the opportunity to care for your needs and are striving to ensure a smoother, more reliable service moving forward. I appreciate your understanding and patience during this time. Wishing you a peaceful and relaxing remainder of your week. Please feel free to reach out directly to me at **************************************** if there's anything more we can assist you with.

  All best,

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

  Customer response

  09/21/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All dental providers are have no higher than a 1 out of 5 rating and are not accredited. I went in for a 6 month check up and cleaning. No cleaning, only a little polish applied, no check on condition of teeth or gums. Totally waste of my time and girl to travel. Devoted advertises dental insurance as a benefit for ******** members. Really bad care.

  Business response

  06/29/2023

  Hi ******, 

  Thank you for providing your feedback about your experience with your dental benefits. 

  We appreciate you sharing more details with our customer service team over the phone, and weve forwarded your concerns to our dental vendor. Were always working to improve how we support members in their dental care, and your feedback helps us provide the best possible experience to other members in the future. 

  If you run into any other issues with your plan benefits or care, you can always reach us by phone at ************** (TTY 711) or text us at ******. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm (from October 1 to March 31, 8am to 8pm, 7 days a week). Our guides are here by text Monday to Friday 8am to 8pm Eastern time, and Saturday 8am to 4:30pm Eastern time. 
  

  With care,
  Devoted Health
  

  
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a claim for over a year that devoted refuses to pay, my primary already paid their balance and devoted has not Paid their part . I am a breast cancer survivor. I need this taken care of asap in order to have my six months procedures done this delay has prevented me to follow through with my exams and behind in all my procedures

  Business response

  05/02/2023

  Hi *******,

  I wanted to write and let you know that we are working hard to get this cleared up for you. We know how important it is that your care gets back on schedule.

  Our local team in ******* is contacting your providers office to educate them about billing the appropriate party so that you will not be assigned financial responsibility where it is not appropriate. Additionally, we are educating the providers office about including all of the correct information on original bills to ensure that future members will not have a similar experience. Lastly, we are working to resolve the formal complaint you filed. We will be sure to reach out to you with any updates and with the final resolution.

  Thank you for your continued diligence in pursuing this issue. For updates, please call ** at ************** (TTY 711) or text ** at ******. Our guides are available by phone Monday - Saturday, 8am-8pm. Our guides are available by text Monday - Friday, 8am-8pm EST and Saturdays 8am-430pm EST. 
  

   

  Sincerely,
  Devoted Health
  

  
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm currently in the hospital, pending oxygen for release. Have been in here 3 DAYS waiting for Devoted to approve my oxygen. Hospital says they have sent the info to Devoted for the oxygen, but Devoted says they are not receiving it. Is there not a hospital/Devoted liaison that can figure this out? This is ridiculous. I'm ready to go home, and by Devoted stalling on this, it is pushing up my blood pressure and stressing me out tremendously.

  Customer response

  03/29/2023

  I have not heard from the business in response to my complaint.

  Business response

  05/04/2023

  Hi ****,
  
  Thank you for contacting us about the coordination of your care. 
  
  While we were not able to respond on this forum immediately, we were able to quickly step in and resolve this issue by ensuring that our medical equipment partner had your contact information and the complete equipment request.
  
  As always, please feel free to reach out to us by phone at ************** (TTY 711) or text us at ****** if you run into any issues with your care. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm. Our guides are here by text Monday to Friday 8am to 8pm Eastern time, and Saturday 8am to 4:30pm Eastern time. 
  
  With care,
  Devoted Health
  

  Customer response

  05/04/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dental Coverage, policy states the Devoted will pay 80% for implants, I need a bone graft to support the implant. Devoted says that is not covered. Devoted has false and misleading advertising. Because the bone graft needs to be done to support tooth!

  Business response

  05/04/2023

  Hi ******,  
  
  Thank you for contacting us so we could provide you with clarity about your covered dental benefits. 
  
  While we were not able to respond on this forum immediately, we were able to clarify for you the costs associated with the care you were seeking. Any care beyond what is covered may be charged directly to you as the member.
  
  If you need anything else, please feel free to reach out to us by phone at ************** (TTY 711) or text us at ******. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm. Our guides are here by text Monday to Friday 8am to 8pm Eastern time, and Saturday 8am to 4:30pm Eastern time. 
  
  With care,
  Devoted Health
  
  

  Customer response

  05/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since beginning of 2022 when Devoted Health became a secondary payer dealing with Devoted has been a nightmare. Several Claims- Quest Feb 2nd, July 15th, DNS-Dermatology Jun and Sep 2022, Primary Car Physician. All service providers are In-Network providers.Quest: sent me invoices several times, claim never arrived to Devoted. Called Quest and Devoted.DNS: sent claim for balance remaining to Devoted. Denied. No explanation. Called Devoted and DNS.File a complaint with ********* Dec 12 Devoted reacted finally and contacted me to gather providers billing/invoice information.Dec 29 call from -Bet- Quest: graciously agreed to write-off the payment ? no explanation. I dont know what is going on, what is broken that QUEST can't submit claims to Devoted by kept sending me bills.DNS and ************ Doctor: claims denied. No explanation.Finally this -Bet- informed me that Devoted will not pay any balances until I reach the deductible from the primary payer. This is unacceptable. ****** seem unprepared to explain or provide any evidence of this wild interpretation. - The insurance that pays first (primary payer) pays up to the limits of its coverage.- The one that pays second (secondary payer) only pays if there are costs the primary insurer didn't cover.I find devoted business practices questionable where there is no ID for customer service agents and no paper trace....just verbal...PROVIDE EVIDENCE THAT ******** RULES SECONDARY PAYER START PAYING CLAINS WHEN PRIMARY PAYER DEDUCTIBEL IS REACH. OTHERWISE REPROCES THE CLAIMS AND PAY WHAT APPLIES ON EACH CASE.

  Business response

  05/04/2023

  Hi *******,
  
  Thank you for providing feedback about your coordination of benefits experience. 
  
  While we werent able to respond on this forum immediately, we worked diligently to address this issue and to resolve your formal complaint. In the end, we were able to provide you with an outcome that met your satisfaction.
  
  In the future, you can always reach ** by phone at ************** (TTY 711) or text ** at ****** if you run into any issues with your plan benefits or care. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm. Our guides are here by text Monday to Friday 8am to 8pm Eastern time, and Saturday 8am to 4:30pm Eastern time. 
  
  With care,
  Devoted Health
  

• Initial Complaint

  12/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm a member of Devoted who uses CVS for its OTC benefit . On Sunday December 11th, I went into CVS Store Number **** (**** W Grandparkway ****, ** *****) to use my ******** OTC benefit. Before going in I verified that all the items were part of my OTC. When I checked out, the cashier by the name of ********** claimed the Vitamin E and Zinc bottles were not covered. When I reviewed my receipt they showed up as purchased items, so I asked ********** why. He could not explain why and still refused to give me my vitamin E and zinc bottles. I asked to speak to a manager and ********** said one was not available. Monday December 12th, I called CVS OTC customer service they said they could not help me because I purchased the items in store and that I had to call the store. I then called the store, to ask for the manager and once again one was not available. Saturday Dec 17th I contacted CVS customer relations was told the district lead would call me by Dec 20th but no call back. Contacted CVS customer relations was told I would get a call back by Dec 21st and again no call back. Once again I contacted CVS customer relations was told I would receive a call back by Friday Dec 23rd and once again No call back. I escalated the issues to both Devoted leadership, ************* and ***************** and CVS ********************* and *****************************. I was ignored be all. Maybe a BBB complaint will get their attention.

  Business response

  06/29/2023

  Hi *********,  
  

  Thank you for sharing your experience with CVS and your over-the-counter (OTC) benefits. Your feedback helps us improve the service experience for our members in the future. 
  

  While we were not able to respond on this forum immediately, we were able to forward your concerns to CVS Caremark. We know how important it is to have your concerns addressed immediately, especially when it comes to your OTC benefits. 
  

  If you need anything else, please feel free to reach out to us by phone at ************** (TTY 711) or text us at ******. Our guides are here by phone Monday to Friday 8am to 8pm, and Saturday 8am to 5pm (from October 1 to March 31, 8am to 8pm, 7 days a week). Our guides are here by text Monday to Friday 8am to 8pm Eastern time, and Saturday 8am to 4:30pm Eastern time. 
  

  With care,
  Devoted Health
  

  
  

  Customer response

  07/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Devoted response was simply to game the system. As long as a company submits a response regardless what that response state the BBB will take it and keep there rating. If someone from the BBB would have read their response they could see that is what is happening here. Ive come to realize the BBB is not a neutral party and will always side with the business.  It had been 6 months, had I taken that long to respond I would have not been allowed.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business response

  07/24/2023

  The complaint was about one of our member's experience with CVS customer service in regards to their OTC experience; we escalated it to our vendor partners.

*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. ↩