ComplaintsforSharecare, Inc.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a ******** member. I was provided with home care benefits in early 2023. I had a good caregiver who had to leave the company.Since May 2024, when she left, I have had no assistance. I am unable to do my housework without assistance. At first I called once a week and left messages but no one ever calls me back.Two weeks ago I finally got a care advisor to speak to me after holding for an hour. The person she assigned to me told me by email she didnt work for Carelinx and would not come. Another 2 weeks on the phone holding an hour every day I finally got someone who agreed to come but did not show up. When I called she hung up on me. That was Monday Aug 22 2024; it is now Wednesday I am holding on again because I was given a name and she agreed to come, But I had to call back to confirm. NO ONE is available to speak to me desire holding for an hour. Is ANYONE working there????I am entitled to these benefits yet cannot get them. No one answers messages; I have NEVER talked to my care advisor and no one seems to be able to help me

  

  Business response

  08/30/2024

  Dear *****,
  As we take every member inquiry seriously, we completed a thorough investigation of your complaint. We see that on August 20th, you spoke with ******, your newly assigned Care Advisor, along with your ****** representative. ****** updated you on our ongoing search for a new caregiver. On August 23rd, ****** contacted you again to inform you that we had located a new caregiver who is currently completing the final background check required before they can begin working with you. ****** attempted to reach you on August 26th, but the call could not be completed as the phone kept ringing, and there was no option to leave a voicemail. A follow-up attempt is scheduled for August 30th. 
  

  We apologize for any inconvenience and will continue to provide you with updates on the caregivers status until the matter is resolved. 
  

  
  

  Customer response

  08/31/2024

   
  Complaint: 22141936
  
  I am rejecting this response because:

  Although I attempted to reach the caregiver suggested by ******, she did not respond to my call. On the date when ****** attempted to call me he did not leave a message. 
  I tried to call back and was told there is still no one available to help me

  the woman I spoke to suggested that after 2 months without a housekeeper (since they have not sent one) my home may be in a state beyond the capability of their agency to clean. 
  

  If that is true it is because of their lack of availability to help me for two months. Also the fact that until two weeks ago most times I made a call, the system hung up on me

  I am now without help. Although they claim they will continue looking, they also say they may not be able to help. 
  

  I feel as though they caused the problem they are blaming me for 
  Sincerely,
  
  ***** ******

  

  Business response

  09/30/2024

  Hi *****,

  Thanks for your response, and Im really sorry for the trouble youve been having. It is my understanding that *** spoke with you on September 25th and scheduled a follow-up call for three business days later, which is today. I understand you're working to onboard someone you know as a caregiver, and theyre currently going through the vetting process. Were committed to helping you get the support you need and will stay in close contact as we work through these next steps.
  
  Thanks for your patience, and well keep you updated.
  

  Best,

  Sharecare 

  Customer response

  10/03/2024

   
  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

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 24, 2024 I filled out a form with Sharecare for my medical records. The records are free if they are emailed. I had the records emailed to my attorney, who was charged $98 to receive the records. When I called Sharecare to inquire about the charges, they claimed it was because of the number of pages. I reminded them that it was emailed and nothing was printed out. They then said that they charge attorneys for release of records. I explained that I sent for my own records and I signed the form, instead of using my email address, I used the attorneys. I asked them why I was not told up front about these fees. The only explanation they could give was because they charge the attorneys for medical records and the attorney agreed. I asked my attorney and he said he never spoke to any one, the records had an invoice to be paid, and he thought I was aware of it so he paid. These are considered hidden fees and Im sure theres a penalty for this. I was told my medical records would be free of charge and I want my money back. They knew the attorney did not request these records, because I signed and sent my ID. This is fraud.

  

  Business response

  08/14/2024

  As we take every patient inquiry seriously, we completed a thorough investigation of **************' complaint.  After a detailed review, we see that the ***** compliant authorization was signed on 07-24-2024 and records were sent via fax on 08-01-2024 after payment was received.  The request we found was received and fulfilled within our 7-10 business days. We have issued a refund for any inconvenience. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Sharecare website has incorrect information about my business listed on their website and I have tried multiple times to correct it and they will not correct it

  

  Business response

  08/09/2024

  Hi *********,
  
  Could you please provide some additional details, including:
  
  - The specific incorrect information
  - The correct information that should be listed
  - Any previous communications you've had with us regarding this issue
  

  Your assistance will help us correct the information and ensure it does not happen again.
  
  Thank you,
  Kappy Arnold | Sr. ********* Communications Specialist 
  M: ************ - *********************************************

   

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Googled my name to make certain all addresses reflected my correct business address. This is when I saw a fake profile on "Sharecare." Shockingly, the profile in my name states "Their (my) office is not accepting new patients." This is patently false, and this information has had the potential to dissuade clients from contacting me. Further, the city listed for my practice is incorrect. My practice is in ************, ********** not *********...a far smaller and less well-known destination. Most disturbingly, Sharecare is referencing fake reviews from another site, "Healthgrades." I work with mentally ill individuals, many of whom are enraged at me for not "forcing" their partner to return to the relationship with them. I suspect they have left unsavory (and unvetted) reviews. I know for a fact that roughly 10 years ago, my ex-husband's new partner left two (or more?) negative reviews when she was drunk and before she went to rehab. Sharecare and Healthgrades, with their veneer or professionalism, allow people to review professionals anonymously, never allowing for us to contact patients to address their concerns or to write any explanatory rebuttals. All of this behavior is wrong, slanderous, and unprofessional. Please help!

  

  Business response

  08/29/2024

  Hello, 

  We have confirmed that the profile in question has been removed from both Sharecare and Healthgrades. 

  Thank you,

  Kappy 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This sharecare.com website is a scam. My fake "profile" that they have created claims I am "not accepting new patients" and lists the wrong city where my office is located. I shouldn't have to play whack-a-mole with these shady organizations just to try and keep the lights on for myself. Please do whatever you can to get this company to stop posting fake information. I am very much in business and am always accepting new patients.

  

  Business response

  07/30/2024

  Dear ******, 
  

  Thank you for reaching out. Our Find a Doctor **** is powered by Healthgrades, a third-party service. As such, we do not have direct control over the management of the profiles. However, we have forwarded your complaint to our Healthgrades liaison and requested they update your profile availability. 

  You can also directly rectify the error by claiming and updating your profile on Healthgrades' website. Any updates there will reflect on Sharecare. 

  Please do not hesitate to contact me directly should you have any additional questions or concerns.
  

  Best,
  Kappy 
  ********************************************* 

   

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I performed an online search of my name and found that someone created a fake provider profile using my name and other information. I never created such a profile nor did I give permission for my name to be used to create a provider profile. Sharecare advertises my name, advertises that I am employed by a specific hospital system, mentions my type of professional license, email, business phone and address, and leads the reader to believe I am a healthcare provider when I am not not. I have asked ShareCare twice in writing to either delete this profile or instruct me on how to delete it since I never created such an account. I attempted to delete the profile when all of my attempts to get assistance failed by clicking on "forgot password" which allowed me to reset the password. When I got into the account, it appeared to be a patient account not a provider account as advertised. I received an email advising me that the case has been resolved but it wasn't resolved at all as the account is still active. I sent an email explaining this and I never received a response. I have been unable to speak or communicate with anyone at ShareCare due to either no response to emails or having my request marked resolved when they are not. This is a serious matter when personal information is used to create a fake profile and the victim of this fraudulent activity notifies the company of this fraud and communcation attempts are either ignored or marked as resolved without resolution.

  

  Business response

  07/30/2024

  Dear *******,
  
  Thank you for reaching out and for your patience as we addressed your concern regarding the unauthorized profile listed under your name on Sharecare's Find a Doctor tool. We understand your frustration and apologize for the confusion and inconvenience this has caused.
  
  Please be aware that our Find a Doctor tool is powered by Healthgrades, a third-party service. As such, we do not have direct control over the management of the profiles. However, upon receiving your complaint, we investigated the issue. It appears that the profile has now been removed by Healthgrades, and this change is now accurately reflected on Sharecares website.
  
  Ensuring the accuracy of our information and protecting the privacy of individuals are priorities for us, and we regret that our service did not meet these standards in your experience.
  Please do not hesitate to contact me directly should you have any additional questions or concerns.
  
  Best,
  Kappy 
  ********************************************* 

  Customer response

  07/30/2024

   
  Complaint: 21994064
  
  I am rejecting this response because the information provided by the business is not accurate as my profile is still there. I did not create this profile.. A simple ****** search will show that the profile is still there, unfortunately. 

  
  
  Sincerely,
  
  *************************

  

  Business response

  08/29/2024

  Hi, 
  
  After receiving your initial request, we took immediate action to remove your provider profile from our website. Following this action, I conducted a thorough check and confirmed that the profile is no longer visible on our platform. It is possible that cached versions of the webpage might still be appearing in some search results, even though the live content has been removed. I would recommend clearing your browser cache and cookies or trying an incognito/private browsing mode to see if the page still appears. If you continue to see the profile, please provide a screenshot or the specific URL where it appears, and we will investigate further. 
  
  Thank you. 
  
  Best,
  Kappy 

  Customer response

  08/31/2024

   
  Complaint: 21994064
  
  I am rejecting this response because:  I went incognito mode as the company directed and the reveiw is still there. I took a screen shot of the reveiw and attached it here in my response here. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/11/2024

  Hi **************,
  

  I looked into this further, and I can confirm that the page has been removed from our website. However, it may take several weeks or months for search engines like ****** to stop displaying the cached version. If you click the link in the search results, you will see that your profile no longer appears on our site.
  

  Im sorry for the frustration this has caused and appreciate your patience as we work to resolve asap. Please let me know if you have any questions. 

  Best,

  Kappy 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My United Healthcare ******** Advantage Plan offers a benefit from CareLinx for things such as home caregiver services. I've had a motorcycle accident and have attempted to line up housekeeping since I'm currently disabled. I've contacted CareLinx beginning June 10, 2024, trying to line up services. I've been assigned a non-responsive Care Navigator and have a non-responsive care giver. I've attempted to reach out via email and phone calls, with no response from either. When I call their main contact number, I'm told the next Care Advisor will be with me soon, it never happens, so I eventually get the opportunity to leave a voice mail with the promise I'd be contacted after 24 business hours, however, I've left numerous voicemails to contact me, and I have yet to get a call back. I've contacted United Healthcare to have them help me, but they too are unable to get anyone that can help me on the line. This company is failing their responsibilities, and I'm sure failing their contract with United Healthcare. I'm filing this complaint in hopes that those in need, like me, can get a response from CareLinx, and actually get the services they are contracted to do so.

  

  Business response

  07/15/2024

  Dear ******,
  Thank you for bringing your concerns to our attention. We are sorry to hear about the difficulties you've encountered with your Care Navigator and caregiver. This level of service falls short of what we aim to provide, and we sincerely apologize for not meeting the high standards we set for our care.
  
  Weve carefully looked over your case since you enrolled on June 10, 2024, and acknowledge that the caregiver assigned on June 17 and the follow-up communications have not been satisfactory. Quick and caring responses are crucial, especially given your current needs, and its clear weve let you down here.
  
  Our *********** Advisor, ******, did reach out on June 28, but it seems we still haven't resolved your issues. Weve taken immediate steps to rectify this by escalating your case to a dedicated team member who will directly handle your situation and ensure all concerns are addressed swiftly. Were also broadening our search efforts to connect you with the right caregiver as soon as possible.
  
  Please feel free to contact a Care Advisor directly at ************** for any immediate assistance. Weve made sure theyre fully informed about your case for faster and more effective help.
  

  Customer response

  07/15/2024

   
  Complaint: 21917365
  
  I am rejecting this response because:  Thank you for this reply.   I called the number and spoke to ****.  I will consider this complaint properly addressed after I'm assigned a responsive Care Navigator/Care Advisor.  **** assured me this will occur, so once I see another listed in my account, issue resolved.

  
  Sincerely,
  
  *************************

  

  Business response

  07/19/2024

  Hi ******,

  Thanks for your note; I am glad you spoke with ****. I received an update yesterday from our team that you have been reassigned to *******. Please don't hesitate to reach out if you have any additional questions or concerns. 

  Best,

  Kappy 

  Customer response

  07/19/2024

   
  Complaint: 21917365
  
  I am rejecting this response because:  Thank you for assigning hopefully a more responsive Care Navigator in ******* P.  But there is no link to call her, or email her like I did with the previous Care Navigator, so until this issue is resolved, This does me no good.  

  Also, it appears I don't have the proper privileges on my account.  I've made calls, and worked through chat, as well as the support email ************************************ and so far none of the 3 ways I've reached out has resolved anything.  I can't see, edit, or delete my job posting.

  I'm hoping for a quick resolution on my account so I can seek assistance while I'm recovering from a vehicle colilsion,  again, I've tried since June 12th to arrange house keeping.  So far no help from Carelinx.   Thank you for your concern, and quick resolution.

  
  Sincerely,
  
  *************************

  

  Business response

  08/22/2024

  Hi ******,
   
  Thank you for your patience and feedback.
   
  Our records show that ******, our team lead care advisor, has been in communication with you while your newly assigned care advisor, ******, was out of the office. ****** followed up with you to make sure your needs were being met, and since returning to office, ****** has updated you on the status of the caregiver search.
   
  We acknowledge the app's limitation in editing job postings, which is to prevent duplicate jobs and ensure accurate voucher payment and scheduling. In regards to our system's city location default, which only allows one city to populate per zip code, your product feedback was received and our team was able to successfully update your zip code to display as ************* within our default map system which will populate as such on your existing job and any future job listings.
   
  Upon additional review of the account, we see that ****** contacted you on August 12, 2024, and noted that you are currently not in need of services as you are feeling better. However, we want to ensure you have a responsive care navigator available whenever you need assistance. We will continue to monitor your case closely and make necessary adjustments to improve your experience should you decide to utilize your care benefits in the future.
   
  If you have any immediate needs or further concerns, please reach out directly to our Care Advisor team at ************** ******'s direct extension is 2227. My personal email is below as well, should you prefer to contact me directly.
   
  Thank you,
  ***********************

  Customer response

  08/23/2024

   
  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

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have never contacted ShareCare nor used their services, but I Googled my name and the enclosed statement appeared that I was not accepting new patients. This is totally false and I have no idea why they would be saying this about me online. This could hurt my business and I would like them to remove this statement. I've tried to reach them but have not been able to get through to someone who can help me.

  

  Business response

  06/25/2024

  Hello,

  Thank you for reaching out. Sharecares Find a Doctor **** is powered by Healthgrades, operating independently from our direct control. You can directly rectify the error by "claiming" and updating your profile on Healthgrades' website. Updates will reflect on Sharecare. If you have any additional questions/concerns, please don't hesitate to contact me directly. We will make sure this issue is resolved as soon as possible. 

  Best,

  *********************** | Corporate Communications

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

  Customer response

  06/25/2024

   
  Complaint: 21888222
  
  I am rejecting this response because:
  You are posting false information about me online stating that my business is not taking new clients when you know nothing about me. I should not be required to "claim" my status in order to correct this false information. I am listed in many other places as a provider and I do not require your services nor am I seeking your services. I may have been interested  to be a part of a system that lists caregivers, but you have given the public false information and are using this as blackmail to get me to set up an account. This is completely unethical. I want this false information removed from the listing on Sharecare immediately. I should not be required to do anything in order to remove something that you wrote without consulting me or contacting me or even asking me if I wanted it, put with my name out to the public. 
  Sincerely,
  
  *********************

  

  Business response

  06/26/2024

  ****************,
  Thank you for your continued communication and for sharing your concerns. We understand your frustration regarding the information listed on Sharecare and apologize for any inconvenience this has caused.
  

  At Sharecare, our priority is to provide accurate and helpful information to both healthcare providers and consumers. As previously mentioned, the data on our "Find a Doctor" **** is supplied by Healthgrades, an independent third-party provider with its own data and update processes. Sharecare does not create or directly manage these listings; therefore, we do not have the ability to alter or remove information directly on our platform. 

  We are committed to resolving your issue swiftly and have already reached out to our contacts at Healthgrades to expedite the correction of your profile. 

  We firmly believe in the ethical treatment of information and strongly refute any suggestion of using incorrect data as leverage to require registration or participation in our services. Our intention is to support healthcare providers and consumers in accessing up-to-date and accurate information.

  I am personally overseeing your case to ensure that it is resolved as soon as possible. Thank you for your patience and understanding. Please don't hesitate to reach out directly with any further questions/concerns. 

  Sincerely,
  *********************** | Corporate Communications
  *********************************************
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/23/2024 I placed a request for medical records forms to be filled out per ************************** provider request. I paid an invoice 5/27/2024 to release the forms per their requirements. I received the forms on 5/29/2024 and noticed the had used the incorrect information on two items. I immediately brought it to their attention and was told ***** hours. I waited and checked back on 5/31/2024 and was told they more time. I told them that was unacceptable as the medical procedure these forms were needed for is on 6/04/2024. I reached out several times on 5/32/2024 and just kept getting the same answer of they need more time. I finally spoke to a manager and he said I'd have them that evening. I still received nothing and I reached back out 6/03/2014 twice and am being told they still need more time. They are unprofessional, inefficient and the information they produce is in accurate. They already have been paid and no longer care to help.

  

  Business response

  06/10/2024

  Hello,

  Thank you for reaching out and sharing your concerns. I understand the urgency of your situation, especially with the medical procedure scheduled for **** 4th.
  
  Upon reviewing your case, I see that there were discrepancies in the information provided on the forms and delays in resolving them. This is not the standard of service we aim to provide. To rectify this, we have issued a full refund for the inconvenience caused. Additionally, our Forms Team is currently prioritizing your request to ensure all information is accurate and will reach out to you directly to confirm everything is in order.
  
  I truly appreciate your patience. If you have any more questions or need further assistance, please do not hesitate to contact me directly.

  Best,

  *********************** | Sr. Corporate Communications Specialist
  ********************************************* 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Putting trust in this Home Health care providing company. I have not been able to get in touch with them for months. While they collect the fees and costs they ask for every month. It is frustrating to know that they receive these funds while not being able to get in touch with anyone to update needs and adjustments. For example my grandmother is a client of theirs and her home care provider has not been paid in months. On top of the lead contact we have for her inaccessible making the process take that much more time to clear up.

  

  Business response

  06/04/2024

  Dear *******,

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. Our team will call you directly within the next 24 hours to learn more about your experience. This number will also connect you with an agent: ************. 

  We will do everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us.

  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. ↩