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United Healthcare - Over 43 Hours and Counting to Fix Issue with Website Access

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United Healthcare - Over 43 Hours and Counting to Fix Issue with Website Access
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Updated by user Aug 19, 2022

31 telephone calls, over 44 hours on the phone (more than 85% of that time on hold) with ABSOLUTELY NO RESOLUTION for an issue which is quite easily "fix-able," even given CMMS rules and regs. (What, you couldn't ask me to send the judgment granting my change of name,...

Original review Aug 19, 2022
I have a Medicare Part C plan through United Healthcare. As I write this I am on hold during my THIRTY-FIRST telephone call (and have now spent more than FORTY-FOUR HOURS) trying to fix an issue with access to their website which is preventing me from accessing any and all claims information, benefits information, and worst of all, preventing me from establishing care with several specialists in the state I just moved to.
The issue is this: I've had a stalker for 13 months.

I've had to file two police reports, take out a restraining order, move from one apartment to another in the same city, change my telephone number at least 8 times--and ultimately change my name and move to another state.
When my name change was granted by the courts, the Social Security Administration was notified; they then notified CMMS, who in turn notified United Healthcare (UHC). All this happened via easily-implemented data transformation routines which, having spent more than 20 years as a management consultant managing technology transformation projects for global financial institutions, I know all about--including how relatively easy and inexpensive they are to implement, even with complex business rules.
UHC's customer support profiling system--which contains all the correct information about me, and has for at least 4 months--does NOT communicate to its web portal "healthsafe ID" system. Thus, when I attempt to log in to my account using valid credentials, I'm taken to a page WITH AN INCORRECT TELEPHONE NUMBER which *only* gives me the options of having a verification code sent via text or telephone number TO A TELEPHONE NUMBER UHC HAS KNOWN HAS BEEN CHANGED FOR SEVERAL WEEKS.
As stated in the opening paragraph of this review, I have now made 31 calls and spent OVER FORTY-THREE HOURS on the telephone, most of it on hold, with one agent after another playing pass-the-parcel: "No, I can't fix this, let me transfer you to someone who can," followed by AS MUCH AS AN HOUR ON HOLD to be told by the next agent "No, I can't fix this, let me transfer you to someone who can," followed by another lengthy hold time with the next agent telling me "No, I can't fix this, let me transfer you to someone who can." I have played this game of pass-the-parcel FOR AS LONG AS FOUR HOURS AT A TIME.
Yesterday I engaged with someone who I believe is a supervisor on the escalations team who played pass-the-parcel again and transferred me to website support who said "No, I can't fix this, let me transfer you to someone who can" yet again and put me on a lengthy hold--call time TWO HOURS AND FORTY-FIVE MINUTES. For the first and only time EVER in my history with UHC this supervisor phoned me back, put me on hold again and transferred me to YET ANOTHER website support technician who YET AGAIN said "No, I can't fix this, let me call someone who can." After more than 40 MINUTES ON HOLD I was told "this issue was escalated as high as it can go a few days ago and we can't give you any timeline for resolution nor can we tell you IF IT WILL BE RESOLVED." This has also been blamed on CMMS as a Medicare issue, which is a blatant untruth.
My every call has forced me to re-experience the trauma of having an unbalanced woman stalking me with the intent of killing me for more than a year and has badly triggered the post-traumatic stress disorder with which I was diagnosed many years ago on a continual basis for at least two weeks now.

To say that this has been frustrating is a serious understatement; saying that it has been exceptionally traumatic is far more accurate.
My advice?

STAY AWAY FROM UHC. While the benefits may be comparable to other insurance companies, their offshore support is absolutely appalling, and their overall support is completely unacceptable.
Only go with them if you enjoy spending weeks on hold only to be continually frustrated and never be given a timeline for resolution, in the interim having absolutely NO ACCESS WHATEVER to any of your information without phoning a customer service line on which, I assure you, you will spend at least half an hour--most probably with an ill-informed offshore agent who will prove unhelpful and will, in all probability, give you inaccurate information--to get any information whatsoever about benefits, claims, providers or anything else.
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Cons:
  • Appalling customer service and website support
  • Incompetent and uncaring offshore support
  • Lengthy hold times

Preferred solution: I WANT THE PROBLEM FIXED. NOW.

User's recommendation: Only choose United Healthcare if you fancy experiencing enough trauma trying to get a simple problem (entirely of their making) fixed that you have a legitimate cause for a civil lawsuit

1 comment
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Run for President in 2024 with your "preferred solution" as your campaign slogan.

Ulrich v

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Jasco Products - Refusal to Replace Defective Remote Control Device

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In late May I purchased a Jasco CL-5 universal remote as a replacement for a remote I thought I'd lost--but it later turned up. So the package was never opened, nor was the device ever used--until today, when I attempted to set it up for use on my nephew's Vizio television.

I followed the instructions to the letter, placed brand new AAA batteries in the device (TWICE) and chatted online with a support rep who told me that, while the device was certainly still under warranty, THERE IS ABSOLUTELY NOTHING THEY'RE GOING TO DO TO REPLACE A DEVICE WHICH WAS CLEARLY DEFECTIVE WHEN IT WAS PURCHASED. Their products are *** their website is terrible, their support is both appalling and rude, and apparently they're one of those companies whose customers exist for their convenience--not the other way around.

Vote with your feet and your wallets, folks, and AVOID THEM AT ALL COSTS. Please tell all your friends.

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Loss:
$19
Cons:
  • Refusal to replace obviously defective product
  • Very poor customer service
  • Defective merchandise shipped

Preferred solution: I want a replacement remote shipped to me which their online support agent should have been able to easily arrange rather than point-blank refusing to do nothing. And I want it NOW.

User's recommendation: Under NO circumstances purchases any device whatsoever from this company