CareCentrix
Reviews and Complaints

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.

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.

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.

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.

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

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.

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." (?)

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.

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.

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.

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.

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.

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.

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.

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!

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.