Complaint Review: Norvax - Chicago Illinois

I would like to give you heads up on some sincerely deceptive company practice that has become evident Norvax is doing. Let me start by telling you that if you are contemplating Norvax or GoHealth for a solution of any type do yourself a favor and don’t do it. They have an excellent pony show but no customer service. In fact I dare to say that one of the pony masters will respond to this post but they have no one to answer the phones.  In the last 4 months I have tried to contact anyone in the Norvax management and / or GoHealth (same) with no avail.

My story is no different than if you do a search for complaints on Norvax. You will find a trend of same or similar complaints.

The best way to explain my experience is to give you an outline of what I was sold, compared to what I have received.

1. Sold- I researched two companies and decided on Norvax after receiving an email enticement which stated that anyone joining in July would have no payments until October: See link
   
   Received- Not true. I was charged from day one and monthly fees every month.
   
    
2. Sold- a website
   
    
   
   Received- an I-Frame link instead.
   
    
3. Sold- I was told that a visitor would get a quote for on or off exchange plans. If they select an off exchange plan the visitor will be transferred seamlessly to the carrier’s website from my website and back to my website.
   
   Received- With some carriers they are transferred to my agent portal but the plan selection doesn’t go with them, they have to start the processes again when they are transferred to the carrier. I wouldn’t call it seamlessly. But this is the best case scenario.
   
   With other carriers it takes them to a page where they create an account and takes them to a payment page where the visitor is asked for credit card information.
   
   A couple things are wrong here. 1. The subsidy is dropped and doesn’t go forward with the payment processes, so the visitor is charged for the full payment. 2. I don’t know where the payment goes, because I don’t have a merchant account set-up with anyone because I don’t take payments. Payments are always made at the carrier’s website not through us. 3. You can’t enroll on a health plan outside of open enrollment without a qualifying event. 4. The visitor needs to go to Healthcare.gov to apply for the subsidy, basically I was told they would be prompted to call me for on exchange plans but that’s not happening, which is too big of a liability for my company to undertake.
   
   If the visitor selects a different carrier the site may just go to a page with an error on it. So it all depends which carrier they chose.
   
   
4. Sold- I was told that I would have the ability to screen share with a prospect over the phone. In other words, if someone calls and they want to enroll in a health plan. I can tell them where to go via an email link and once they click on it they would be able to see my screen and the health plan descriptions so that they can make a selection on which plan to enroll on.
   
   Received- It doesn’t work. The thing doesn’t turn on and or doesn’t download. I have no idea if there is anything at all because I have never seen it. At one time I contacted tech support over this issue and supposedly poke to the manager of tech support, who told me that I was better off using Join.me, a similar service to GoToMeeting. 

In addition to the above, they have little to no customer service. When you call to get help no one answers the phone. When you email them no one emails you back 95% of the time. When you leave a message no one calls you back. A few times I was able to speak to tech support and at first they had no ideas what I was talking about. As if they did not even know who Norvax was.

Now I know that they actually get the emails because one day I send an email to my account manager, and  tech support called me back and he seemed to be upset. When I told him about the issues I was having he told me that he will look into it but I still have the same problems. I don't know why, maybe is because I am in Florida and it's different here. But they haven't fix anything.

Needless to say, by the eight day of joining this program after several help request and explanations of the issues I was having with no resolutions, I requested a refund and now about 4 months’ worth of unanswered emails and calls, I am still trying to get a refund and cancel this plan. 

For what it’s worth, this has been my documented experience with Norvax. Don’t believe me? Call the competition and ask them what the number one reason people are changing from Norvax to them is.

Respectfully,