I had the pleasure of calling Solstice Benefits to inquire about the services that I have as a registered member and the customer representative was excellent in listening and finding for me the correct information needed. Great customer service and attention to all the concerns.
Jessica was very kind and helpful in finding an oral surgeon in my area.
They are the worse! Everytime I call I get a different answer nobody knows how to explain the claims, I've been in customer service for years and I realize when someone is trying to rush me off the phone. Now the latest lie they've told me is that they are making " updates to their system"and will pay my claims when they get to it. Ive been waiting since Feb. I called yesterday after work on my way home which is the only time I have and I was placed on hold for twenty min just for an automated machine to come up and say they are having technical difficulties and hung up on me. My next step is Help me Howard and reporting them to the better business bureau, I will not be ignored!
Very polite and professional representative that I dealt with at Solstice.
Debra was such a get CSR She was sooooo helpful. Please move her up to manger!
He answer me and helped me with all my questions, everybody have to learn from him thank you Emilio I know is a 5 but i give him 10
My representative was so knowledgeable and offered great information, to help me with my dental concerns.
Thank you!
The representative did I fine job helping me recover my account information!
I was attended to quickly and was informed in detail what I needed to know, there was no doubt.
Very informative and helpful , was given information promptly great experience.
It was easy to enroll, all questions were answered fully to my satisfaction, a minor name spelling error was corrected immediately.
On second thought I was upset when I found out what they sold me was not what I wanted. they sold me a HMO not a discount plan. Then I tried for a refund and it was 6 days after purchase date. Oh no! refunds are only given 5 days after purchase...sales people did not tell me this! So I have changed my rating...to VERY POOR CUSTOMER SERVICE AND SALES for not telling me about the refund policy.
We called to get some knowledge about a upcoming service that we had to see about in network or out of network and how the charges are. Instead of giving us accurate information they gave us completely wrong information which led us to go out of network. We spoke to rep who assures us we would be covered at 50%, come to find out 50% is of an amount that they don't list or tell you. When we told the rep our bill would be $1,400 and ask how much would be covered she said 50% . Turns out they only covered $400 of a $1,400 bill when I called to ask about the miscommunication and misinformation we got there was nothing they could do of course.
So I asked for a manager and I got to Ingrid.... Told me she understands why I'm calling and that her employee gave us wrong information and unfortunately there was nothing that they could do. I proceeded to ask for someone higher and the only think she will give me is a complaint department email.
We were lied to and played around with instead of giving accurate information and helping us they screwed us over and made us get stuck with $1,000 or more bill...
Since the post I was contacted by a higher up or resolution rep and was able to further assist me with the issue. It's good to know that there is at least some people willing to help.
Thanks for the speedy response
[LOOKS LIKE I DODGED A BULLET]
I made an inquiry for their insurance on 1/29/16 and was sent an email from a rep named Carlos Henriquez with a few questions about my insurance needs and to call him. I responded with the answers to the questions and requested a return call (I am the POTENTIAL customer, they should be pursuing me), I immediately received a bounce "Automatic reply" saying that he would respond on 2/1/16 (The following Monday).
On 2/3/16 when I hadn't received a response I called into their company as he originally asked and mentioned him by name to the person that answered, they said he was unavailable, but I could leave a message, I told her that we had never spoken and I would like to speak with someone else. I was transferred and placed on hold for 15-20 min before hanging up.
I then re-emailed Mr. Henriquez telling him that I had called and was still waiting for his promised follow-up from 2 days prior. On 2/8/16 I had not received a call or response to my TWO previous emails so I emailed a 3rd time...
"I have to assume since you never contacted me that you can't and won't assist me."
And this was his response more than a week and 3 emails later...
Malik, I apologize for the delay. What is the best time to reach you tomorrow?
Thank you,
Carlos Henriquez
I then did some research on Solstice and responded in no uncertain terms that he shouldn't bother calling me. I've worked in sales and customer service since 1995 and tend to be a little less critical of service providers than most. I like to give the benefit of the doubt, but this was just piss poor from the start.
I'd like to thank everyone here for adding these reviews and making my decision that much easier
Wow, my name is Hector Chirole, today is a very special day for me and I have to express what happened to me today, because today I called Solstice for a claim I requested a few days ago and a woman named Jessica asked me to leave on the phone he felt that he was very nice and very professional when answering the phone and he listened to my problem and he gave me the solution instantly and not only that, if I did not ask myself how I felt today and what I could help that is very important because nowadays that does not exist that kindness in any insurance company. Only today I lived in Solstice I thank Mrs. Jessica very much that gave me the pleasure of hearing her and being such a wonderfully nice and May God bless her and all her family once again thank you very much
Hector Chirole
Your Sostice rep. Kyle was very professional and helpful, he provided us with answers to all our questions. We really appreciated his help. Thank you.
UPDATE: After posting this review, Solstice worked with my dentist to have a check sent to me. Was I refunded the full amount I paid? No. I'm still out $46! It's kind of funny, but mostly infuriating. However, I'm done calling at this point. I received more than I ever expected to.
In the end, there was no malice on the part of Solstice, just incredibly poor customer service and a whole lot of confusion. If not for this review, I would never have seen a dime. That is certainly not OK, and I hope they improve the process for future customers.
I have edited the below review in an effort to stick to the facts. I'm keeping the rating the same:
It's been nearly a year, and I'm still waiting for them to send me a $192.00 check for services I had to pay out of pocket, despite them being covered. I call once a month -- and wouldn't you know it, that check is still coming! They just need to get approval to re-issue it!
At least, that's what I was told 6 months ago. Then 5 months ago. Then 2 months ago. And once again today, when I called just now. It's still being processed! That check is coming!
Allegedly, Solstice sent the original check (again, this was a year ago) to me instead of my dentist by mistake -- whoops!
I never got it, though. Six months later, the dentist didn't receive a check either, and I was forced to pay for the services or have the bill sent to collection.
So, I paid it. And I'm still waiting for Solstice to refund me. But don't worry -- any day now, it's coming! I may have to wait another year, but I'm assured it's coming!
I donated money to them for absolutely zero benefit. It seems many others have had the same experience.
It is my firm belief that Solstice only stays in business because penny-pinching employers want to create the illusion of providing their employees with so-called "dental insurance". In reality, all that's being provided is another pay deduction.
Honestly, dealing with this "company" has been so bad that I can't help but laugh. Christ will return before I get a check in the mail, that much is for certain.
I have called them over a dozen times and no one ever picks up! Finally I got to someone after waiting on hold for over an hour and all I wanted was a call back from someone I asked to speak with. Got a call back a few days later by his assistant asking "what do you want from him?". I again, asked to speak with him directly, this was a personal matter. Its a week later, still no call back. I can't imagine dealing with a company or people like this! Dishonest, shady, will not keep their word. Also asked a friend that is a dentist friend and he said they are the worst company to deal with down in SFL!
Trying to get paid for a procedure since July. Lots of run around, denial of receipt of forms from my provider, excuses as to why they cannot pay the co-insurance amount owed to me after I have already paid for services in full out of my own pocket. Can't get a straight answer from anyone.
Wow, glad I read these reviews before I made my first payment! I think I'll pass!!
solsticebenefits.com
