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4.0 38 Reviews

CareCentrix Complaints Summary

29 Resolved
9 Unresolved
Our verdict: You can expect a very good level of service from CareCentrix. To navigate their system effectively, thoroughly understand their service scope. Check online forums and review sites for others' experiences. When contacting customer service, clear and concise communication can help resolve your issues faster.
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CareCentrix reviews & complaints 38

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3:42 pm EST
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CareCentrix medtronic supplies for type 1 diabetic

My son who is a Type 1 Diabetic receives his insulin pump supplies thru Carecentrix. They will not bill our secondary insurance company. Then, when our secondary insurance company pays them they lose the payments and never get credited to his account. We must do a 3-way calling between insurance companies in order for them to admit they were paid. We spend hours on the phone and rarely get results. Our latest issue is a bill (patient's responsibility portion) that WE actually paid TWICE this year and Carecentrix has now sent the bill to collections to American Medical Collection Agency (aka, an arm of Carecentrix). I have filed a complaint with the BBB and contacted Georgia's and Florida's State's Attorney General's Office. We have receipts where this bill has been paid (lucky for us). Nonetheless, getting Carecentrix to own it will be a challenge. These people MUST stop praying on helpless individuals. My son has both physical and mental challenges and he cannot begin to understand their billing. The bad thing is - all you have is a PO Box in Atlanta GA. If your insurance uses Carecentrix - RUN, RUN as fast as you can away from them.

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9:38 am EST
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CareCentrix unethical behaviour

Centrix customer service is HORRENDOUS. They are completely unprofessional. They are good at giving you the run around and excellent at escalating the complaints to the next level of incompetence It's unfortunate that their customer service employees come across as having no desire to resolve patients' issues.
I have been personally driving the process since October 19, 2018 and, as of this writing, I keep getting different excuses and finger pointing without a concrete resolution. I have spoken to at least 15+ individuals and have around 22 pages of correspondence while getting different versions on the approval process. I have communicated with two supervisors and as today (11/13/18) I am back to square one…This is completely unacceptable.
Centrix has constantly lied to me, not called me back when they said they would. I have provided Centrix representatives with two doctors' authorizations as well as suppliers that carry the device and apparently it is not enough.
I was told that a peer to peer review was no longer necessary, now it is back on the table. I was told that all required information was available and that the issue would be escalated once again. I was told a medical supply was contacted and that they would call me. I am still waiting.
I will continue to contact as many people as I can regarding the inappropriate and irresponsible way that care Centrix operates. I am sure that your employees' version of events will prevail, however, please review my files and hopefully you'll see the big picture.
It is beyond me how a team of your people deny approving the up walker and labeling it as "not necessary". They have not seen me and have no clue as to how I feel and walk. Their primary answer seems to be a non-approval methodology without heeding my doctors' prescriptions and are hoping I go away.
I will keep at it until this is resolved.

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Update by Gus S
Dec 12, 2018 1:11 pm EST

Case #0091
I would like to acknowledge and applaud certain Care Centrix employees that were driven to make things happen and deliver positive results. A good example of true resilience to satisfy the customer/patient.
Rebecca (don’t know her last name) was very instrumental in following up and coordinating.
Ken H. (don’t know his last name) was very helpful in keeping me fully informed on the status of my claim.
What a difference these two individuals made in the quest for fairness and honesty. I had written a complaint a while back, but their commitment changed my opinion. Their turn around approach was second to none.
I would like to express my gratitude to Ken who never gave up and met what he set out to do….take care of the patient. Ken’s professionalism and resilience shown is admirable and unquestionable.
Ken and others - too many to mention - displayed a true desire to help. After such a long process and against the odds, they never faltered. Their excellent customer service was beyond my expectations.
Their commitment to work hard and deliver unparallel results made a huge difference.
Thank you all

Gus S

Update by Gus S
Nov 29, 2018 4:08 pm EST

As I was sending a disappointing review, I received a couple of phone calls from Centrix.
The second call was from Darriele who was very pleasant with a high professional attitude and a sincere asset to your organization. I often wonder why this type of employees are not assigned to train those that drag down the true spirit of service. This was a refreshing experience.
Next time I call, I hope to get her or someone that adds the same value to the process as she did a moment ago.
People like Darriele make a difference in this chaotic world.
Thank you
Gus Suarez
Case 0091

Update by Gus S
Nov 29, 2018 3:09 pm EST

REPLY
Thank you for your response.

I am filing an appeal with the insurance company and hopefully I'll get resolution.

In the interim, I will proceed, and get the issue resolved on a timely basis.

My concern with Centrix was that they lack credibility and that nobody was empowered to tackle the opportunity and make a difference in the life of a patient.

Perhaps they need refreshing training in “customer care” or to take the initiative to lead the process.

Thank you again for your concern. I am sure that once I resolved the issue with my insurance company, I would revisit my complaint in a more positive light.

I am sure that your staff will be part of the solution.

Gus Suarez

Florida Blue

[protected]

Customer service below par --- Case #0091

New update 11/29/18 ********Inefficiency at its best

I am sorry to report that my frustration level has reached new heights.
At this juncture, I am back to square one even though I did put in an incredible amount of time and effort and nothing happens. A supervisor was due to reach out to me and I am still waiting. This is not the first time they "forget" to call me back.
I was optimistic that this request would've been a non-issue. I received approval on my appeal within 72 hours from Florida Blue. It has been 8 days since then, and I see no end to this process. The flavor of the day is: "we will escalate this to the next level" and nothing gets resolved.
My optimism has gone by the way side and I am once again wrong in my assumptions.
I am time and time again get the run around and the solution is far from being had.
It seems to me that I am the only one leading the process and no one is following.

I am having a hard time understanding as to why this process is taking so long. Your lack of action appears to adhere to a convoluted bureaucracy, a never-ending delay in the process and I am being penalized.
It's been over a month...and serious action needs to be addressed...the timing this is taken is unacceptable.
Regards,

Gustavo Suarez

suarezg4@gmail.com
[protected]
Florida Blue

Resolved

Ken and his team were instrumental in resolving my issue. Ken should be recognized for the work he did in leading the team to a happy outcome. They never gave up. Thank you!!! Gus S 561-797-2334 Case 0091

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3:09 pm EDT
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CareCentrix I have not received refund check

In June 2017 I was sent a packet of bills by Carecentrix for Cpap supplies. Thinking this was patient responsibility after insurance-I paid it. In February 2018 I realized my insurance paid those bills also. I called Carecentrix and they said it was an error and they would refund me 1356.17 by check and send it in the mail in 6-8 weeks. I waited the 10 weeks and called back. They said they did not understand why I hadn't got it and said they were "escalating" it. You will get your check in 4-6 weeks. I called April 18, 2018 and talked to Priscilla at ext. 112015. She said I will go talk to my manager. I was on hold an hour and she said we have moved it to the top of the list to be sent. You should have it in 30-45 business days. Never came! I called Priscilla back on July 5, 2018. Where's my money Priscilla? She said Katie her manager put it through on June 22, 2018 to be sent out. I should receive it in 4-6 weeks. I waited 8 and called Priscilla. After being on hold an hour she came back and said her team leader Lynn told her it was waiting to be signed. It will be 4 weeks! I said so 4 weeks til it's in my mailbox? Yes ma'am
I have started recording our conversation. Please do the right thing and pay someone what you owe them. This is wrong and illegal.

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CareCentrix fraudulent billing

I began the process in December of 2017 to get a C-Pap machine from Apria Healthcare. I changed DME and informed Apria of such. Despite this, they sent me a C-Pap machine anyway. The next day I returned it with signature confirmation, it was signed for. I got a bill for the equipment anyway, had to hire a professional insurance advocate to call them and resolve the issue. They refused to give any sort of accountability or reference number to prove that I owed nothing, but just agreed that I wouldn't be billed again. I just received another bill from them that says "past due". They are hurting my credit for not reason- I wish I knew they got hit with a lawsuit for fraudulent price gouging before I even engaged with them. Horrible lack of accountability and no sincerity. They are completely unwilling to help.

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2:31 pm EDT
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CareCentrix inappropriate customer service

I have tried to work with carecentrix since 5/21/18 to get a CPAP machine per Cigna requirements. I have been on hold at times for over an hour & in the last 4 days I have spent over 8 hrs of my time trying to get this machine & I still am no better off than I was 3 days ago. They have lied to me, not called me back when they said they would & have even laughed at my expense because they thought that the phone service dropping was funny. I was told by a carecentrix representative that an authorization was required & insurance company said no. I was told that something would be completed & it wasn't. I was told yall did not receive all the info required, and it was. I was told a medical supply was contacted & it wasn't. I will continue to contact as many people as I can in regards to the inappropriate & irresponsible way that carecentrix has worked. I am sure that you will go with whatever your employees say has happened, however I have numerous phone calls recorded while on the phone with the representative.

I have spoken with numerous people: Ramona 5/21/18; 5/22/18 Steven Garacino Ext. 162104; 5/23/18 Tiffany Ext. 113115; 5/24/18 Shaquile Andrews Ext. 133800; 5/24/18 Yesenia R. Ext. 162314; 5/24/18 1:06 PM Dawn G. Ext. 148157; 5/24/18 1:30 PM Naomi Ext. 112689

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CareCentrix unethical behavior

Their model is to stall so long that patients give up so they don't pay for a test. I have bad sleep issues, Dr. ordered sleep study in November. CC/SMS stalled and said home study first - no problem but a stall of 6 weeks was a problem. That was done in December and showed problems and in lab study needed. For 5 months they have stalled - called and forgot my doctor's phone number (you don't have a database or google?). A week later lost my insurance member id number (you work for FL Blue; seriously?). A week later claimed I never did the home study then claimed they couldn't find the results so sent them in again. Then called me in APRIL and said I'm from Centrix (I only knew them as SMS) and demanded my social and birthdate before telling me some "information." I said I need to know who you are and why you are calling and can't just volunteer private info to a random person. 4 days later got a letter saying my study is denied because they want to talk to my doctor. So call him! After a month of getting them connected to doc, now say they had to talk to doc within 72 hours (3 days) of the denial, even though I only got notice 4 days later. They walked away and need to battle with my insurance company. Why would Blue Cross hire these [censored]? Denial of care in an obvious way.

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CareCentrix cpap machine

After getting billed for non-network after receiving an authorization for a sleep study I am trying very hard to get a consistent clear answer and keep getting handed off to CareCentrix and Cigna, back and again. I just want to make sure that there are no surprise bills and want to avoid any surprise bills. I am going way out of my way to try to get this information.

1. Apparently CareCentrix is in Network
2. I have no deductible for DME in network
3. The provider sent me a CPAP machine on a provisional basis (rented) after which, as I understand it, the machine would become paid for.
4. After a couple of weeks I am not adjusting to the machine at all, and CareCentrix says I need to be using the machine at least 70% of the time or I would have to pay out of pocket.
5. I called their billing department, which told me "I don't see any invoices yet." (?)

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6:10 pm EDT
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CareCentrix erroneous billing

I received items I never ordered. My insurance was billed leaving a balance of $12. I immediately called to tell Carecentrix that I didn't order the itens and that my insurance was billed erroneously as well. Then, they sent me a return postage slip to attach to the box they sent the erroneous items in and told me to mail it back, which I did. They are STILL billing me, calling me, threatening me with FINAL notices, etc. No matter how many calls I make or how clearly I explain the issue, it never gets resolved, and evidently, not even notated in their system. Again, we are talking about $12, a mistake which they initiated, that has become an absurdity. Fraudulent / erroneous billing seems to be an issue with many others, so hopefully, they will finally resolve THEIR error. I'm exasperated...over $12.

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3:53 pm EDT

CareCentrix over billing for cpap machine

I got my Cpap machine in 2015 and paid my 6 month rent. After 6 month rent the Cpap should be paid off. I Paid $66.04 on the seventh payment accidently.
This should have given me a credit. I received some more supplies and checked my balance. The balance showed me owing for another month rent
a year after I got the machine which would make 8 months. I have called month after month trying to clear this up but nothing happens I called today and they said I owed $148.00 more, most of this is for the 7th and 8th month rent which I do not owe. Each call I make lasts around an hour but never helps, after each call the rep says they are going to straighten out the problem but never do. Today I received a letter from a collection agency.
I shall never do anymore business with US Bank or any of its agency's.

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FrustratedKim99
Pennsauken, US
Jun 10, 2023 8:02 am EDT
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I am having ridiculous problems with them. Unfortunately we are given no choice but to deal with them. I don't know how to not do business with them since it wasn't our choice in the first place. If you have any suggestions, please comment back. Thanks in advance!

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CareCentrix Unsavory billing and payment practices

The interactions with Carecentrix (bills, call center, website) are so obtuse, burdensome, disconnected that I have wonder whether carecentrix is not a fraudulent operation altogether. I am in the healthcare industry - but even I can’t match bills with services or despite numerous calls can't figure out whether I have been appropriately billed. Carecentrix points at providers, providers point at Carecentrix. Bills have no connection to services rendered either in time or description. Their customer service is downright rude and deliberately unhelpful - only wants to get credit card. The website seems purposefully designed to confuse users with broken and circular links. Bills cannot be reconciled with payments and payments are requested for duplicative bills.

These are all hallmarks of a fraudulent organization. The organization should be referred to CMS for criminal investigation.

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3:32 pm EST
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CareCentrix Billing / not participating in the patient assistance programs

I recently started home infusion services. We have Blue cross blue shield of California. I start getting all these invoices that are beyond vague. Then the kicker they don't participate in patient assistance programs! So instead of my infusion costing 50$ it's going to be at least a 1, 000. I think it unacceptable for a company this large to just opt out. I've spent hours on the phone with blue cross and carecentrix with little result.

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CareCentrix Unethical billing practices

I have been with them for several years unfortunately and they continue to impress me with their incompetence. I have several different accounts because they cannot merge them and every time I receive a new invoice I have to call them and ask them to add it to my bill instead of them doing it automatically. They have sent me to collections several times and every time I call and ask them why they have some new excuse and then end up reversing the collections. Their billing practices are shady at best and their customer service is no better. When I log in and try to view my statements online I see no statements and then when I called customer service to find out why I was sent to collections with no notification and why I can't see my statements that I am being sent to collections for I am told that "Sometimes customers can't see their statements, here's a number you can call to fix that." I have asked for call backs from supervisors several times and have never received a call. I cannot wait until I no longer have to deal with this company and would STRONGLY advise anyone thinking about dealing with them look into other options. The services offered here are not worth the stress and headache of dealing with these incompetent, scamming fools.

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CareCentrix Over Billing Medical

Had knee surgery, same day after surgery got a knock on the door with a delivery of a drink cooler with a knee cuff, literally.Look it up it is called aircast.

Ok, so I was a little groggy and in pain so I signed for it. First mistake, I am new to this. Well a month later I receive a bill from carecentrix - $69.52 for the cuff and $148.98 for the cooler. Now here is the clincher, they charged Cigna $900 + for these items that can be easily order online for $180 and want an additional $218.50 from me.

I am protesting the charge with Cigna and have reported them for fraud and price gouging.

No accountability from Carecentrix.They are ripping off the insurance company and the public.

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Clady06
, US
Nov 12, 2018 6:10 pm EST

Andre Hines at the location 7725 woodland center blvd tampa Fl 33614 smokes everyday

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Thomas James Garrett
, US
Oct 21, 2018 5:10 pm EDT

At no time should a call center allow this kind of hold time for new customers or anyone looking to use their services. It is absolutely ridiculous to expect a working person to on hold for that length of time.

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8:48 pm EDT
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CareCentrix Excessive markup/medical cost

I went in for shoulder surgery, and was told a minor sling would suffice for until PT. Woke up with major surgery, and a larger sling to immobilize my arm for 2 weeks. Months later I receive a bill for $301.00 for this sling, of which insurance was billed $508.00 and paid $207.00, leaving me the balance. Online searches showed similar products on many levels around $120.00 total cost. CareCentrix only was interested in the appropriate billing cost, and my insurance company was only interested in closing the claim, as they "did their job". It appears CareCentrix can bill whatever they want to for their medical products. The surgery center told me, "it was taken from our medical supply closet according to the doctor's Rx". Really? $508.00 for a sling? After 14 days I had it off for good. However, it cannot be used again as it is falling apart. I cannot believe the cost of this sling is more than my cost for surgery. I cannot find anywhere to turn for assistance, and my research has proven this is common practice for CareCentrix. Now I either pay this outrageous fee or suffer on my credit. I have attempted some assistance from my state's consumer complaint office in Tallahassee, but to no avail. This common practice of incredible markups is endorsed. Is there anywhere to turn? I've attached a photo of the $508.00 sling.

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Pita Miami
Miami, US
Oct 29, 2014 9:24 am EDT

Going through it right now. It is outrages. I refuse to pay more than what my portion of the deductible would have been if purchased for a fair price. I also informed the insurance company.

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CareCentrix Excessive markup

Recently discovered how much CareCentrix charges for its billing service. My durable medical device was approved by my carrier Florida Blue. Which administers the State of Florida Employee's PPO plan. My device manufacturer invoiced me $1582.88 and said it would be handled through CareCentrix. CareCentrix then bill my insurance $2136.61 a 35% markup! Florida Blue paid it and I made my co-pay. I then questioned each group about what I considered excessive markup. I was told you aren't suppose to know how much we make, and Florida Blue attitude was we don't care we just pass the bill up to the State to pay! I also called the State of Florida insurance administrative group, and they said thank you for the info. It all ended there. We wonder why insurance cost so much! Corporate Greed! CareCentrix and Florida Blue don't care, the bigger the bill the better our markup!

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Update by LeonardTEC
Oct 23, 2013 3:39 pm EDT

Well I heard from State of Florida Division of Insurance today, They are just fine with CareCentrix marking up the bill 35%. The tried to tell me that CareCentrix was providing a valuable service besides just billing. Like a 30 day return and a warranty. However I was provided those benefit directly from DexCom, I never had any dealings with CareCentrix other than the bill. Telephone support, and the replacement of a sensor I screwed up installing came direct from Dexcom. At this point in time I would also like to say that Dexcom is excellent company to work with, and the Dexcom4 meter has help me lower my AIC value from a 8.2 to 7.1 in first three months of use! Thank you DexCom! If I buy the meter direct from Dexcom then the insurance would only reimburse me 60% of the cost after a $750.00 deductible. Is CareCentrix a friend of Governor Rick Scott?

Update by LeonardTEC
Oct 21, 2013 11:46 am EDT

I got a response from Florida Blue. The just don't get it. I should be happy because Dexcom sold the product to CareCentrix at a discount so the total price submitted to FloridaBlue was only 7% over list price. What a deal! FloridaBlue should be getting the discount! The fact still stands that CareCentrix marked it up 35% and the only service they provide is billing. They would like you to believe they only marked it up 7%. That amount actually would be fair. Isn’t it the job of FloridaBlue to get the best price? When I discussed this with Dexcom they were not happy about having to use CareCentrix to get FloridaBlue to pay for it. FloridaBlue would not let Dexcom bill FloridaBlue directly. Who owns CareCentrix ? Why doesn't FloridaBlue allow Dexcom to bill direct? Why doesn't the State of Florida who is paying 80% of this care? This all may be legal but not ethical!

Update by LeonardTEC
Oct 19, 2013 1:55 am EDT

I find it interesting that FloridaBlue has responded, and I will certainly contact them and provide the requested info.
I also made another attempt to circumvent the problem. I contacted Dexcom to see if they would directly sell to me via credit card and they said yes. I then contacted FloridaBlue to see if they would then reimburse me my 80% the answer was No. I also contacted State of Florida insurance administrative group with same question but have received no reply.

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NurseP225
, US
Aug 19, 2015 10:15 pm EDT
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I have a complaint with Carecentrix, we are a Small Home Health Agency, we have a few patients with Carecentrix, we have been billing Carecentrix for months and they keep denying our claims, they find all different reason why they are unable to pay the claim, We provide excellent care and we go above a beyond for our patients, We will be filing a complaint with CMS and, it a shame when big companies take advantage of small companies, and the only people suffers is the Patients .

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awakaware
, US
Jan 25, 2014 9:32 pm EST

I believe you may be correct re: Rick Scott & Carecentrix 'friendship'. Before he became ($$$$$$) Governor, R Scott was CEO of Columbia/HCA (private for-profit Hospitals/health care company). R Scott made a FORTUNE via Columbia/HCA.

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Florida Blue Support Team
Jacksonville, US
Oct 17, 2013 1:13 pm EDT
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LeonardTEC, my name is Kate and I'm with the Florida Blue social media team. I would like to put you in touch with our service team so they can look into this issue again. If you don't mind, would you send your contact info and member ID (and perhaps the claim number, if you have it handy) to socialmedia@floridablue.com? I appreciate that you were trying to do the right thing. Please know that we do certainly care about our members, and the cost of care we provide. Best to you, Kate

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CareCentrix Problems with secondary insurance

I have a secondary insurance they were supposed to file for me and now they say they cant do it. One lady told me they would just write it off. One said there were things going on there, that were not suppose to be going on! After saying all that to me, they asked for my secondary insurance info, AGAIN, which I have already sent three times. They continue to say I havent sent it in, I have faxed it, and mailed twice, and to tell the truth, I'm getting worried. Something is not right

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CareCentrix - Billing

In January of 2013 I received a bill from CareCentrix for $544.56 representing my co-pay for medical equipment. I called CareCentrix on 1/8/2013 and spoke with Cybil. She told me I could make 12 monthly payments of $45.38 each. After making two such payments, I received via mail a collection notice from NCO Financial Systems Inc. stating I owed the balance...

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CareCentrix Customer Service

Their customer service is absolutely AWFUL. I had to contact them to find information on out-of-pocket costs because the medical equipment I was ordering was not directly tied to Cigna. I had to hang up out of pure frustration the first time I called, and the second time I called, I was transferred three times before demanding someone take the time to get my name and information before transferring me or telling me they couldn't help me. I was then put on hold for 25 minutes (literally) and hung up out of frustration AGAIN. The third time I called, I explained my situation to the first person, and she basically told me she couldn't help me because I'd have to call Cigna. Two transfers later, I finally spoke with someone who took approximately 45 seconds to look up my information and give me the answer I was looking for. This company is completely unprofessional and should stop hiring reps that have no desire to put any effort into doing their jobs. There are plenty of other people who are looking for jobs out there. It's unfortunate that their horrid customer service makes Cigna look awful for hiring them. I will be writing to both companies.

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HotDang
, US
Feb 18, 2016 2:52 pm EST

I have 35 years in Information Technology and Carecentrix has the most inept invoicing I have ever seen. I just got an order of 6 CPAP items and they sent Florida Blue 6 invoices instead of six items on one invoice as is normal. Florida Blue sent me six notifications of payments. One for each invoice. This is six times the forms cost, and six times the postage cost. No wonder insurance cost so much when the MBA's and PHD's running these companies don't even know how to write a sort and report on oders and use control breaks. I quess they don't teach such lowly concepts in the lofty business graduate schools. These non-professionals are driving us to bankruptcy. They put the screws to us and then throw money away on themselves. I know this as I was on the team that converted United Health Group from Unisys to IBM. They threw away money hand over fist and then wanted us to work overtime for free! That didn't fly.

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Phone numbers

+1 (800) 808-1902 +1 (888) 839-5122 More phone numbers

Website

carecentrix.com

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