ComplaintsforLeosource Insurance Agency LLC

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for **************** of America health insurance plan on 01/31/2024, as I was laid off from a full-time position and needed to obtain my own health insurance plan starting on 02/01/2024. I thought I was working with Covered California when I was changing my plan. My biggest concern with health coverage is prescription costs. The rep told me over the phone that all my prescriptions - some of which are controlled substances and Tier 2 prescriptions would be $5-15/each - prices that were similar to my previous employer-provided plan. I was also told by the rep that no plan was available that would cover a weekly diabetes medication that I had been taking for the last 10 years but that another drug was available for free. (I confirmed with my endocrinologist that the change was acceptable and she gave me a prescription for that new medication, so I saw no issues).Right away, I thought the inability to get coverage for a common diabetes medication was a red flag and then I saw they were charging me $88/month for accident coverage. I questioned this and was told that it was required as part of this plan - another big red flag but I forged on. It wasn't until mid-April, 2024 when my 90-day prescriptions were being refilled that I became aware of the lack of ANY prescription coverage from my new health insurance plan. It was all coupon based and the "$5-15" prescriptions were ringing up at $100+ each. Bottom line - The sales rep misrepresented the policy I was purchasing by telling me all my prescriptions were covered and the one that wasnt I could get a similar drug for free. I would NEVER have willingly chosen an insurance plan that did not include prescription coverage when it is literally my only health insurance concern.I would appreciate a refund of any portion of my $1426.35 to apply to the credit card debt Ive accrued from the unexpected +$100 prescription costs.

  Business response

  05/23/2024

  Dear *******,
  I trust this message finds you well.
  Thank you for bringing this matter to our attention. At LeoSource Insurance Agency, we are committed to addressing all complaints with the utmost seriousness, as ensuring client satisfaction remains our primary focus.
  I am pleased to inform you that we have taken immediate action to rectify the situation. A refund of all monies paid has been processed and credited back to the original credit card on file.
  Should you have any further questions or concerns, please do not hesitate to reach out to us. Your feedback is invaluable in helping us improve our services.

  
  Thank you for your understanding and cooperation.

  
  Best regards,

  Business response

  05/23/2024

  Dear *******,
  I trust this message finds you well.
  Thank you for bringing this matter to our attention. At LeoSource Insurance Agency, we are committed to addressing all complaints with the utmost seriousness, as ensuring client satisfaction remains our primary focus.
  I am pleased to inform you that we have taken immediate action to rectify the situation. A refund of all monies paid has been processed and credited back to the original credit card on file.
  Should you have any further questions or concerns, please do not hesitate to reach out to us. Your feedback is invaluable in helping us improve our services.

  
  Thank you for your understanding and cooperation.

  
  Best regards,

  Customer response

  05/23/2024

   
  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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When speaking with the agent at this company I was told I would have dental vision prescription and medical coverage and that my primary physician was in network with the insurance company I was signing up with. Also I have a prescription that is really pretty expensive ****** this agent claimed he had that med approved for me and it would cost me less that ***** a month. Well everything was a lie. My doctor is not in network and I do not have dental vision or prescription coverage I have a discount savings card that saved me 6.00 dollars on my ****** prescription. In the single sheet information that came with my insurance card states I can cancel my plan within 30 calendar days of effective start date to receive a full refund. My start date was 3/31/2024 I called to cancel on 4/17/2024. They refused to refund any of my money because they sent me an email to apply for a reduced cost for my medication and told to mark the box stating I dont have insurance. I looked over the form and had my doc look at it but I never used it because I didnt like the idea of lying on the form about insurance. Well since I said ** in the middle of reviewing that email they said that that is why I will not receive my refund..That doesnt make since because I never made any medical claims using this insurance all I did was review an email. The same person also said I will not receive a refund because my primary is in net work with the insurance and the receptionist at my office says they are not. My total money lost is ******. Monthly payments were supposed to be ****** but they claimed the first initial payment would be ***** more do to sign up. Also every time I called to talk to my agent the would say hes on the phone or was sick on leave or both. Each time I called it would put me through to extension 700 and it would be different people taking the call. I cant think of one detail they told me that had any truth to it.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased insurance through this company on 2/29/24 policy became active on March 1st,2024 worked with ****** x699, went over all my medications and he let me know i would have no issues getting them covered. I also asked if i was unable to get them covered could I cancel, he said yes I have 30 days if I have any issues I can get full refund. I Tried to use the insurance 3/1/24 to pick up my prescriptions but was told they are not covered , called into the customer service line they told me i had to apply for a ***** to get the medication covered. the ***** website they sent said they do not offer coverage, so i called back 3/4/24 spoke with someone else they told me no matter what the prescription wont be covered, I let them know if its not going to be covered I would like to cancel and look for other options, because I said they they sent the call to ******, he let me know that I need to complete a form and it will start next month, I let him know I was uncomfortable with that and I would just like to cancel he told me call customer service and hung up, I called back in spoke with Supervisor ***** he said he cancelled my account but i will not be able to receive refund because no matter what insurance company I pick i will have to wait 30 days to start using it . He claims I cannot have a refund because I will have coverage from now until end of March. I do not want coverage with them, I am left to feel scammed and cheated while ***** and ***** both found my concern comical. In my welcome letter there is a line that says "30-DAY FREE LOOK We want you to be happy with your coverage. If you find that youve purchased your plan in error or its just not the right plan for you, you can cancel your plan at anytime within 30 days and receive a full refund on all premiums paid as long as you have not utilized the benefits and submitted a claim. Just give us a call and let us know how we can help!" That is not the case and all I am requesting is a refund

  Business response

  03/06/2024

  Hello

  We have received your complaint, thank your brining this to our attention, as client satisfactory is our main priority. Our records indicate that your policy was refunded in full

  If you have any further questions please feel free to reach out to us directly 

  Thank you

  Customer Service

  Customer response

  03/07/2024

   
  Complaint: 21383838
  
  I am rejecting this response because: although I will be receiving a refund, it is only because I took more of my time to reach out to member services, the refund was from ***** with the support team. The actual company Leosource is who was claiming no refund was allowed. Very unprofessional for a new company to do business like this. I have given enough of my energy to this complaint and I am satisfied I just wanted it to be documented that Leosource is bad business . 
  
  Sincerely,

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

  
  

  Business response

  03/19/2024

  Hello *******

  Our record indicate that your policy has been cancelled and refunded per your request.

  If you need any other assistance, feel free to reach out 

  Customer Service

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

  Customer response

  03/20/2024

   
  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

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  f I purchased a healthcare insurance program from this company in December. I inquired multiple times including at the end of December the end of January and mid February about canceling - as I do not need the coverage in March . I was instructed multiple times To call back previous to them charging my card gain for my march payment. at no time was anything ever discussed about a cancelation policy and timing. I went so far as to even set a reminder in my phone to call in on the 27th of February to make sure to not be charged for March. after calling in I saw that they charged my card and I haven't writing that charges do not occur until the 29th of each month. once they do I wanted to cancel they ran my information. I had multiple phone calls on the 27th of February with multiple people in the company. I was hung up on twice I was told there was nothing else they can do I was told it was too late and I also shared with them that I would be pursuing getting my money back for better business bureau and the attorney general's office at the time. they then threatened to hang up with me again because I was pursuing legal action. obviously they do not know the difference between going through a process of trying to make things right and legal proceedings based on conversations that were held on the 27th of February I am concerned about them continuing to charge my card without my permission and wanting to stop the extraction of funds from my account as they did yesterday and potentially warn others about doing business with this company.

  Business response

  03/15/2024

  Hello ***********

  We would like to state that we have looked into your file regarding the complaint. As stated previously the method of payment you add to your application is automatically billed once per month neither your agent nor our insurance agency have any legal authorization to change any billing dates nor alter billing. If a member does let us know they would like to cancel we abide by the wishes of the consumer. In this case we have canceled your policy as you wished. Unfortunately as far as the refund we are not able to issue a refund as you are outside your 30 day free look period. I have attached your documents to this complaint as well.

  Customer response

  03/15/2024

   
  Complaint: 21359982
  
  I am rejecting this response because:

  I called monthly to let you know my intentions to cancel and not continue into March. I was told to call on the 27th of February to cancel back on the 16th of January. When I called on the 27th you  charged my card - even though I have it in writing from you that you do not charge unitl the 29th of each month. I called and wrote for a refund which you refuse to give. It has nothing to do with a 30 day look - its a matter of you charging my card early once you knew I was leaving 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I called to cancel my insurance on 2-27-24 and spoke to *** he said he cancelled the insurance for me but I would have to speak to the agency (you) for the refund that I am entitled to since I was in the 30 day window he transferred my call and I spoke to ************** when I initially told him that I needed to cancel he asked me why was I cancelling, I told him I found another insurance that has mine and my husbands doctors as providers (my husband had open heart surgery last year) he asked me what the name of the Health insurance was and when I told him the name he said they lied to me that this insurance does not do business in ********** and that they lied to me about my doctors being on the network he said that that the agency just looked up the doctors names (googled them) and they told me what I wanted to hear, he was very aggressive and mean very unprofessional I don't know if he is the owner or not however he should not be working with the public, all I wanted to do was cancel and get my refund that was due to me, I found my self shaking and crying during this conversation, he truly stressed me out, what business is it why I wanted to cancel I did not receive any respect from ***** only unprofessional comments about the other agency which I believe is twisting. At this point I will never do business with your company. I will continue to contact companies about how I was treated by *****, my God this is a medical insurance why stress someone out by telling them things that are not true? Who needs this kind of stress. I called the other agency company back after the call and they confirmed that they do business in ********** and they checked for my husbands and my doctors again and they are included, they also send me an email with this information on our doctors. I also signed up for this insurance in January and have not received cards in the mail, what kind of insurance does not send you a card immediately? Now every time I call my call goes straight to ***** and not Kye.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/11/2024 I contacted what was identified as Leosource Insurance Agency and spoke to Representative ******. ****** went on to describe a basic health insurance policy for which I was instructed to pay a fee of $50 for enrollment and $268 which was to be deducted from my bank account on 1/12/2024. I received an email with the policy number and information on 1/12/2024, which also states that if the policy was canceled within the first 30 days and was not used with a healthcare provider that I would qualify for a reimbursement of the $268 but not the enrollment fee of $50. At a later date I called and spoke to a Leosource Representative on 2/5/2024 to cancel the policy because I reconsidered the cost of the policy after reviewing the costs of a policy with my employer. I was told that I would be able to cancel the policy that day(2/5/2024) and a reimbursement would be issued within 2-5 business days. Today, on 2/12/2024 I called Leosuce Insurance Agency again to check the status of the reimbursement and was told that the request for a reimbursement had been denied and no reason was given. I was falsely mislead to believe that I would definitely receive a reimbursement for $268 in a particular timeframe only to be told that I will not be receiving a reimbursement at all with no reason for the denial.

  Business response

  03/06/2024

  Hello Sueling

  We have received your complaint, we are currently investigating the situation internally. We appreciate you brining this to our attention, as client satisfaction is our main priority. 

  We have issued a refund for all monies paid, You should expect a refund within 5-7 business days back to your original payment method.

  Thank you

  Compliance 

  Customer response

  03/08/2024

   
  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

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received literally dozens of phone calls from dozens of separate numbers all claiming to be this business and all of them have been have been told repeatedly to stop contacting me. I block one number they call me on a different one. Theyre trying to reach someone named ****, I explain that *** had this number 16 years and no one named **** has ever had my number. They continue to call and harass me. At this point ** getting ready to file a criminal complaint of harassment but I figured the smart decision would be inform the BBB.

  Business response

  02/28/2024

  Hello

  We would like to state the information the consumer has provided is in correct the consumer completed a consumer initiated form which is in compliance with all TCPA laws, The consumer was reached out to via telephone then the consumer called back into our establishment on four occasions which was not showed to the BBB. The complainant is now requesting $1,000 which is very odd to say the least. The consumer was placed on our DNC list. We would like this complaint removed 

  Business response

  02/28/2024

  Hello

  We would like to state the information the consumer has provided is in correct the consumer completed a consumer initiated form which is in compliance with all TCPA laws, The consumer was reached out to via telephone then the consumer called back into our establishment on four occasions which was not showed to the BBB. The complainant is now requesting $1,000 which is very odd to say the least. The consumer was placed on our DNC list. We would like this complaint removed
  

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/12, after I submitted a general insurance inquiry through Health Enrollment, I received a call from a woman at LeoSource who suggested the most economical plan for me, True Health 1 PPO. I was then passed for phone payment and was emailed a Welcome Letter. After this, I inquired with a doctor friend on the same day which did not accept this plan despite accepting most insurances. I looked back on this email that said you can your plan at any time within 30 days and receive a full refund on all monies paid as long as you have not utilized the benefits or submitted any claimsI called back three hours after my enrollment to cancel and get a refund, I said I wanted to research or switch to my spouses plan. They told me that I was going to need a cover letter and proof I had switched to another insurance. I asked to talk to a manager. I was transferred to *** who was very rude, he told me they have a no refund policy and my only option was to select another plan, which contradicted their 30-Day promise. He interrogated me about why Im really switching the plan, putting words in my mouth, asking me to admit that the only reason Im canceling is due to me being offered a lower premium. He implied I lied, and was agitated when I told him I asked a doctor about the insurance type to survey. He made additional excuses, saying as I opened the email it was that was the same as activating the card, complete bonkers. I asked to be transferred to another supervisor. ******** the final guy said the same, he assured me this wasnt a scam and he worked in the industry for 13 years. He threatened if I call back (this was only my first call) they will block me. I was convinced they must scam people all the time and found solace in BBB through similar reviews.This all happened within 5 hours, I am definitely eligible for full refund. BBB: please investigate LeoSource further - they are not legit, horrid customer service. Would hate for others to fall into the same trap.

  Business response

  01/15/2024

  Good Afternoon 

  We would like to state we are sorry to hear about your experience. We would like to point out that your policy was in the process of a refund. You called into the *** (Third Party Administrator) on the 12th of January, ****. You stated to the member services department at ************ that you would like to remove the hold, and keep the policy. This complaint is rather alarming as we did everything that you asked from our company. So at the moment we do not know what is your desired outcome as this complaint is goes against what you have asked from the ***?

  If your desired outcome is a refund as we have initiated that previously, Feel free to give member services a call at ************ 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purpose: Cobra Insurance Ending 9/30/23, needed insurance effective 10/1/23.I went online on 8/17/23 to checkout Insurance options, entered information on insurance search website, I received call from LeoSource Insurance Rep. ***************** 8/17/23.I signed up for a Minimum Essential Coverage Plan on 8/17/23 to be effective 10/1/23. There was an immediate charge of $680.13 to my credit card to cover insurance premium $630.13, and $50.00 non-refundable set up fee.I knew the plan was a PPO. However, when I signed up there was no mention of a 30 day wait period for sickness. I found that out after my insurance card arrived in the mail on 10/16/23, which was 15 days after my policy went into effect. I checked with my primary physician and a couple other physicians that I utilize in our area and was told by them that they had never heard of the insurance. Upon hearing this I decided to go ahead and cancel the plan effective 10/23/23. I was told from the beginning if I cancelled within 30 days of the plans effective date a full refund of the $630.13 would be made. I e-mailed the cancellation request on 10/23/23 from my personal e-mail as well as their contact us e-mail on their website. I called LeoSource on 10/30/23 to make sure that they had received my cancellation and premium refund e-mail requests on 10/23/23, as I had not received any confirmation from them. I was concerned there might be a problem, as I had received notification from my credit card that another premium for $630.13 was pending. On 10/30/23 I spoke with ***** @ LeoSource and he acknowledged they had received my cancellation request. He stated that I would not receive my initial premium of $630.13 back as it was not within 30-day time frame, which it clearly was. Welcome letter states "If you are not satisfied for any reason and no-claims have been filed, you may cancel you plan within 30 calendar days of your effective date to receive a full refund of your first months premium".

  Business response

  11/02/2023

  Hello 

  We would like to apologize for your experience, we are here to serve our clients needs. We are currently investigating the complaint, in the meantime we have issued you a refund of all monies paid.

  If there is anything else we could do please give us a call at ************

  Customer response

  02/07/2024

  The company indicates that they have refunded all monies due to me, which is incorrect. They charged my credit card twice:  $680.13 on 8/17/23 and $630.13 on 10/29/23, I am not disputing the $50.00 set up fee on 8/17/23, i understood that was non-refundable. However, I would like the $630.13 from 8/17/23 refunded as I feel that I am still due that amount as I never used the plan, and I cancelled within the 30-day effective date window.

  As a side note the company does not properly disclose those items that customers are being charged for that are not truly " a medical insurance premium" they do not break down the $630.13 premium when you speak with them on the phone. I assumed the $630.13 premium was for "medical Insurance" I was not aware that the premium included:  $172.50 AD&D, $29.95 AME $500 Add on, $54.98 ************* Select, $372.70 True Health 3. Basically, I was told the best plan for me was the True Health 3, so I assumed (shame on me) that the premium I was quoted $630.13 was for "medical insurance" and had no idea it included the other items listed above.   

  Thank you - ***************************

  Business response

  03/04/2024

  Hello 

  Thank you for your response, we have issued a refund for the 1st months premium as well. Please allow between 5-7 business days to see it credit back to your institution.

  Customer response

  03/13/2024

   
  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,
  
  ***************************

  Customer response

  04/04/2024

  This was the business's response on 3/4/24 to my indication that they still owed me the 1st insurance premium back as noted in the BBB Communications, to which I was agreeable to, and my complaint was closed as resolved. However, I have been checking the credit card account that was debited for the premium and there has been no credit issued for that 1st initial premium from LeoSource, they indicated 5-7 business days on March 4, 2024, I have given them ample time to refund the monies. I do not appreciate being lied to and would like those funds placed back to the credit card immediately.

  MESSAGE FROM BUSINESS:
  
  Hello 
  Thank you for your response, we have issued a refund for the 1st months premium as well. Please allow between 5-7 business days to see it credit back to your institution.

  Business response

  04/18/2024

  Good Afternoon *******

  We recently noticed that you have not received a refund for the first months premium. We would like to apologize about the mistake. You should see a refund into your account within 5-7 business days.

  SIncerly,

  Customer Service

  Customer response

  04/20/2024

   
  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

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10th I payed my first payment plus a $50 enrollment fee for insurance and was told I have 30 days to change my mind and I will be refunded the first month payment if I choose to cancel. Today July 19th I called to cancel because I was having trouble finding anyone who takes this insurance let alone finding anyone who had even heard of this insurance BWA Americare. When I called to cancel I asked when will they be refunding me and they said they wont be. That I payed for a month of insurance so I have to august 7th and then the insurance will be inactive. They hung up on me several times and when I finally talked to someone named ***** they were rude about me requesting my money back.

  Business response

  08/10/2023

  Hello *****

  We are sorry to hear about your experience, our records indicate your refund was issued on July 25th, 2023. Your refund typically takes 5-7 business days. Your refund should have been issued back to the payment method you use to purchase the policy. If you have not seen a refund please give us a call at ************

  Business response

  09/06/2023

  Hello *****

  We thank you for let us know about your experience, as the following actions go against our principles, and values here. We have done research regarding your claim our records show that your policy was refunded in full to your original payment method on the 25th of July 2023. We are sad to see you go, we wish you the best.

  If you have any questions please feel free to give us a call at ************

*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. ↩