Complaints

This profile includes complaints for CareSource's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CareSource

  230 N Main St Dayton, OH 45402-1263

  
• 

  CareSource

  5900 Landerbrook Dr Ste 300 Cleveland, OH 44124

  
• 

  CareSource

  3455 Mill Run Dr Hilliard, OH 43026

  
• 

  CareSource

  5900 Landerbrook Dr Ste 300 Cleveland, OH 44124

  
• 

  CareSource

  3455 Mill Run Dr Hilliard, OH 43026

  

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:11/28/2022

  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.

  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 them

  Business 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 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 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 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.

  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,
  
  ****** ****

• Initial Complaint

  Date:06/17/2022

  Type:Product 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.

  April 28th 2022 I requested a refund from Caresource due to overpayment of $510.28. They issued a refund and the check arrived 5/17. They are saying that the check was cashed, but there was NO check in my mailbox. We verified the mailing address and everything was correct. This is the 4th time I had to put in a ticket, I called after 2 hours per the caresource specialist, and they said the issue was resolved and the check was cashed. I NEVER TOUCHED THE CHECK OR EVEN RECIEVED IT IN THE MAIL. This is POOR business. I need MY money.

  Business Response

  Date: 06/28/2022

  Thank you for sharing ** ******* ******** complaint. To protect the member’s PHI, the CareSource resolution was sent to *** ****** via secure email on June 28, 2022. A Copy of the letter was also mailed June 28, 2022 to the member . Member should receive within 7-10 business days. CareSource appreciates the inquiry and believe this resolves the matter. Please contact us if we can provide any additional information.

  Customer Answer

  Date: 06/28/2022

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/31/2022

  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.

  CareSource is holding up a payment on one of my medical bills and it is holding up my case to be closed out by my attorney. This bill is 7 months old and I have been dealing with it for that long. Currently I have been talking to CareSource for over 30!days explaining how urgent this is to be processed because and my kids can end up homeless. They have told me that as soon as they received the bill it would be processed in 1-2 business days and that protocol was not followed so I called in and requested a supervisor and toss me to someone else.

  Business Response

  Date: 06/09/2022

  Thank you for sharing ******** ******'s complaint. To protect the member’s PHI, the CareSource resolution was sent to ******** ****** via secure email on 6/08/2022. CareSource appreciates the inquiry and believe this resolves the matter. Please contact us if we can provide any additional information.

• Initial Complaint

  Date:05/16/2022

  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.

  My mom was recently discharged from the hospital to a rehab facility after a mental break from dementia. I’m trying to get her into an assisted living program, and her Medicaid provider care source has been absolutely no help. Unfortunately my mom is scheduled to be released onto the street in three days and I’ve been in contact with the social worker for close to a week, and we haven’t made any progress despite my brothers best efforts. He has been very patient with him, however I find myself as the other son in a situation where I feel that we don’t have time to be patient. My mom needs a waiver for assisted living, and the social worker for CareSource is supposed to be the one to arrange it. However she has sent us down multiple dead ends, And I fear that my mom will be released without a place to go as a result of this ineptitude. I feel that care sources and organization has failed me, and I would like this complaint to serve as an incentive for you to take interest in her case and work to getting her a waiver as soon as possible so she has a place to live. She has Serious mental health issues and is unable to care for herself. My mothers name is **** ******* and her Social security number is ********* She is not of sound mind and I have power of attorney which Makes me responsible for holding you accountable to do your job, she’s running out of time and I really need your help.

  Business Response

  Date: 05/20/2022

  Thank you for sharing **** *********’s complaint regarding his parent **** * *******. To protect the member’s PHI, the members Care Manager contacted and spoke to, her authorized representative **** ********* on 5/16/2022 to discuss the members needs and provide a resolution.  CareSource appreciates the inquiry and believes this resolves the matter. Please contact us if we can provide any additional information.

  Thank you

  *****