ComplaintsforSharecare, Inc.

• Initial Complaint

  11/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has posted my personal cellphone number to a profile they created with my information without my consent.

  

  Business response

  11/15/2024

  Hello,

  Thanks for writing us. Can you please provide us with more information, including a link to the profile?

  Healthgrades powers the Find a Doctor tools on Sharecare and provides information about healthcare providers as a free service to consumers, patients, and other healthcare professionals. Sharecare does not have direct control over the profile content. However, we can reach out to Healthgrades on your behalf to help update your profile.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am unable to reach share care for them to change the information on my business.

  

  Business response

  10/16/2024

  Thank you for your message. To assist you better, please provide details on the specific information you need updated, your business name, and how you've been attempting to reach us. We'll work to resolve this promptly. 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive SS Benefits, I received a letter from *** ,stating that I received a salary from this company, making $96,045.00. I never heard of this company until I received the notification from *** stating that they had over paid me the amount of $24,642.00. Which they want back. I can barely make it off what I receive now, let alone pay them back money I never received. I went to sharecare headquarters, located at ****************************************************. This location is actually the *************. I went inside, there is no access to any floor besides the *************. I inquired with the staff there, the Valet, Security, that patrols the building and the delivery personnel (*****, *** and a company delivering restaurant supplies. There is no access to any floor besides the *************. I took videos and pictures of the building. The two phone numbers that are on file are bogus, both numbers will ring twice and disconnect. I was able to get someone named ***** **** on chat. He only sent me back into the same circle that I'm already in. These are the phone numbers that I have on this company, *******************-671-4000. Your assistance in this matter would be greatly appreciated. I need something in writing from them stating that I'm not the person that they have been paying. They should have a picture and address of the person that they have been paying. Thank you in advance for your assistance in this matter.

  

  Business response

  10/21/2024

  Thank you for reaching out. We understand the frustration this situation has caused, and we want to help clarify and resolve this matter as quickly as possible. To better assist you, we kindly ask that you reach out to our Colleague Experience Team directly at ****************************************************************************. Once connected, we'll need some additional information from you so that we can investigate further and address your concerns appropriately. 

  Customer response

  10/21/2024

   
  Complaint: 22391945
  
  I am rejecting this response because: I went to the site sharecare directed me to for assistance with this matter. The link continously sends me back to customer service and the same phone number which no one answers, it rings two times and disconnects. ***************), when you read the reviews, customers cannot get in touch with anyone. I'm at a disadvantage trying to resolve an issue that was created by your company and you constantly sending me in circles. I'm barely making ends meet now with my Social Security benefits, let alone to pay back almost $25,000.00, It shouldn't be that hard for your company to contact the person using my SS #. You paid this person $96,045.00. If I had access to your personel files, I could find them. It's a simple fix on your end. Your assistance in matter is greatly appreciated and needed. I'm living a nightmare with SSA and the IRS.
  
  Sincerely,
  
  ******* ******

  

  Business response

  11/15/2024

  Mr. ******,
  We understand your concerns and want to provide a full update on the steps weve taken to help resolve this issue:

  1. We directed you to *************************************************** which connects you directly to our HR team, not general customer service. The phone number ***************) you used is not our main office number, and were looking into why its showing up online. 
  2. Our HR team spoke with you directly on October 24th and offered to conduct a search based on the specific dollar amount you reported.
  3. Our payroll manager reviewed our records carefully. We did not find a W-2 for the amount you specified. Weve looked into this matter extensively and have been in consistent communication with you throughout.
  4. We recommended that you contact the ***, as they are the proper agency to investigate discrepancies in wage reporting. This is a necessary step for resolving any issues related to wages reported under your Social Security number.
  
  While our review is complete and we did not find any matching records, we encourage you to follow up with the ****************************** to investigate further. 
  

  Customer response

  11/15/2024

   
  Complaint: 22391945
  
  I am rejecting this response because:
  Everything in your response is a fabrication on your part. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been requesting my medical records including billing from them since June. I have submitted 6 different requests and each time they were denied for not filling out the paperwork correctly. They stated things that were not even asked for as denials. I always escalate to a supervisor who helps me out and tells me what I need to add so its always a surprise to me and their staff when it is then denied. This company is inadequate and goes out of their way to not do any work.

  

  Business response

  10/21/2024

  Thank you for bringing this to our attention. At the time we initially processed your request, your request did not have billing records requested. However, we have since received an updated request asking for billing and are processing it now. We are expediting this now and want to sincerely apologize for any inconvenience this may have caused. Please dont hesitate to reach out if you have any further questions or concerns. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother is entitled to 8 hours of home care a month, she has been trying to get a care aid to come to her home since 2022. I am in the file as well and also reached out to them in 2022. We are trying again and are unable to get through to anyone or told they have no one for her. How is this possible in two years time? Please help

  

  Business response

  10/07/2024

  Hi Jennifer,
  
  Could you please provide your mother's information so I can look into this further and see how we can assist?
  
  Thank you.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a patient at the **************** in ** at the ***************. I need a copy of my medical records from that office because of ********************** problems I am still having today. I need included in those records my MRI, blood work and other labs, doctor's notes, and my EMG. My doctor's office's website instructs we request our medical records through **********************. I have done this three times now. The third time I got a confirmation on September 13th all the needed information has been received by them and my records will be emailed to me, which is how I chose to have them sent (since the records that I asked to have mailed to me never arrived). I just checked the status of that order and found out they were processed and sent on September 17th and nothing has arrived either via mail or email. Also, only 4 pages of my records were included. I had more than 4 pages of lab work done, so I am not sure why its such a small package. I have been trying to obtain these records for almost a month. I need help. Please assist me. I attached the screenshot I receive when I enter the information about the status of my request.

  

  Business response

  10/07/2024

  Hi,
  

  Thank you for reaching out and letting us know about the issues you're having with obtaining your medical records. I can see from our records that your request was rejected due to missing information. To help resolve this, please provide any additional information that may be needed. 
  
  

  
  

  Customer response

  10/07/2024

   
  Complaint: 22324575
  
  I am rejecting this response because: They told me on September 13th the reason my medical records request wasn't being processed was because they didn't have a valid government ID on file.  After I submitted that and confirmed with them it was submitted, I received a message from their customer support their processing team is currently working on this request, as shown in the screen shots I attached to this message.  If there was a problem and missing information, I do not understand why I was not contacted to submit the missing information.  This is ******** and its been going on for almost two months at this point.
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/21/2024

  Thank you for bringing this to our attention. At the time we initially processed your request, only four pages were available in your chart. However, we have since reprocessed your request, and the complete records have been emailed to you on 10-17-2024. I sincerely apologize for any inconvenience this may have caused. Please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I turned in my short term disibility paperwork on the same day I turned in my significant other's fmla paperwork to my doctors office. My doctor office sent both sets of paperwork over the share care Monday Sept 9th, 2024. Sharecare has received my paperwork, but for some reason say they cannot see my significant other's paperwork because they keep sending it back to my doctor's office. I have spoke with several representatives and several supervisors and I have gotten NO WHERE! They keep giving me the run around that they will contact the specialist team and at this point I'm beginning to think that there is NO specialist team. I have also spent a numerous amount of time on hold for no reason at all when they say they are looking into it to see what they can figure out when they don't know what they're doing to be honest. Just do yourself a favor and do not use share care. It's not worth the ******. And if they do not get my paperwork filled out in a timely manner I will be requesting my $30 back and if they cannot refund it I will speak to a lawyer. This is uncalled for and ridiculous because this paperwork is time sensitive and they cannot even do what they're supposed to Do.

  

  Business response

  10/16/2024

  On behalf of Sharecare, we appreciate the patient bringing this situation to our attention and allowing us the opportunity to investigate this matter. Upon review, we confirmed the correct request was received on 09/09/2024 and sent back to the clinic completed on 9/13/2024 within our 5-7 business days turn around time.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sharecare kept sending me bills for me to release medical records to my babys new pediatrician. This is hidden fee and I was never told to have pay fees for this. And this is first time in my life hearing that simply asking to release medical records is a fee.

  

  Business response

  10/16/2024

  On behalf of Sharecare, we appreciate the patient bringing this situation to our attention and allowing us the opportunity to investigate this matter. Upon review, we confirmed the website states the following information, "Is there a fee? You will not be charged if we send your medical records directly to another ************************** facility or doctor. However, if you want to pick up copies of your records or have them mailed to you, there will be a fee. This fee is set by the state of ************* and can only be paid in cash or by check. Consideration will be given to waive fees for patients in cases of financial hardship. The Federal Privacy Law (HIPAA) enacted on 4/14/03 requires certain elements to be contained on all authorizations to disclose protected health information (your medical records)."
  
  We went ahead and credited this invoice as a 1 time courtesy.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested records over a month ago for a very urgent appointment. My facility never received the records, they also sent them to the wrong state somehow in ****** and im in *****. When I called they had no idea what they were talking about and truly didnt give a f*** DO NOT RELY ON THESE IDIOTS TO SEND YOUR RECORDS. GO GET THEM YOURSELF PHYSICALLY IN HAND THESE PEOPLE ARE SOOOO UNRELIABLE AND WILL DELAY YOUR CARE EXPONENTIALLY.

  

  Business response

  08/30/2024

  As we take every patient inquiry seriously, we completed a thorough investigation of Mr. *** complaint. After a detailed review, we see that the ***** compliant authorization was signed on 07-26-2024 and were faxed the same day. We refaxed on 07-29-2024, however the facility still did not receive them. We went ahead and e-mailed it to the patient and we have confirmed that it was received. We apologize for any inconvenience and will be conducting a thorough investigation on all interactions. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Benefit from united health care that is unable to be used. They do not call back with not assist my senior father.

  

  Business response

  08/29/2024

  Hi ****, 

  I'm sorry to hear about your negative experience. To address this issue as soon as possible, could you please provide us with a few additional details, including any specific services/benefits that were inaccessible, and a brief description of the issues encountered? Once we have more information, a member of our team will reach out to you directly to resolve the issue and make sure your father's healthcare needs are met. 

  Best,

  Kappy 

*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. ↩