On May 5 I signed up for 2 accounts for health benefits through Real Benefits Association. I spoke with Dorian Clark and Scott Preston at 888-539-0391 (Texas). They sold me benefits as described on the web page http://FamilyHealthResource.com/healthplans.php. I paid for two persons which included a $125.00 processing fee and $149.96/mo with the promise I would have health coverage on June 1.
I was to receive a packet in the mail within 10 days that would describe the coverage in detail and how to make a claim. My credit card was charged $274.96, twice, once for each person. On May 20, no package had yet arrived. I called the customer service number I had been given by Scott Preston, 1-888-738-3865 to ask what happened to the packages, the claims processing info, and the ID card. This number is a company called Spencer and Associates.
They had no record of my order and told me to call the people who sold it to me. They said it is normal that they would not get the record until my coverage date of June 1. That is when they would send me my package. They told me to call the sales number if I had questions in the meantime.
Scott Preston and Dorian are now always on the phone and do not return messages. On May 26 I left messages again for Dorian Clark and Scott Preston. I haven't spoken to them since May 5. One of the operators offered to get me a supervisor, but then he came back and said the supervisor told him I should call the administrative office at 888-738-3865. I called the number and Danielle found my records. She said the package would be sent out to me. I said it was too late to mail it, could they send me something in writing via email so I would know what my coverage is. I still have no communications through email or otherwise in writing from this company.
She said they will send the package in the mail. I asked her to cancel my account and refund my money. Danielle said she could cancel the account and refund the $298.92 but the $250 processing fee could not be refunded. I stated there has been no "processing", which is why I am cancelling, so the full amount needs to be returned to me. She told me to speak to the sales supervisor Joleen on the 888-539-0391 number (in Texas).
I spoke with Joleen, who claimed that the order was placed on 5/6, not 5/5, because that is when it went into their system, and the number of days is 12 working days, not 10, so they are in compliance.By my count, May 26 is the 14th working day, and the best they can do would be May 29 if they send it today. That would be 17 working days. They have a recording that will prove that many times in the conversation I asked if it would be 10 days, not 10 working days. This was important to me because I needed adequate time to review the papers and determine whether to cancel and obtain other insurance before June 1.
I am finished dealing with this company. Although I checked it before and saw nothing last time, as of today, there are 5 complaints with the NJ BBB and the company has an "F" for non responsiveness. I agree with that assessment. Stay away from these people if you don't want to spend your hospital stay on the phone asking if you have coverage and hoping that they will deliver as promised and pay your hospital bills.
Maryland
Silver Spring, Maryland
U.S.A.
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