Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am under the care of OrthoCarolina. I need to temporarily work from home. They informed me that they use a 3rd party to fill out the paperwork my company requires. That company is Sharecare. After many phone calls and back and forth, I was finally able to upload the paperwork I need filled out. Sharecare informed me that it would cost $30 to fill out this paperwork. I agreed and paid them $30. My company received the paperwork but Sharecare had not filled it out properly. They did not put down the reason for my accommodation in the place where it should have been filled out. My company reached out to them to get the paperwork corrected. Sharecare never responded to them. But here's the kicker when I reached out to them, they informed me that I now owed them an additional $15 for the correction.I attempted to wait to speak to a supervisor but there was none available and because I need this paperwork completed, I reluctantly paid the $15. But this is extortion. I feel like they purposely filled out the paperwork incorrectly to get additional money from me. I honestly don't think the initial $30 is even fair since they did not render the service I paid for and now I am out an additional $15 and I am not sure they will not attempt to get even more money from them.I have now spent $45 and way too much of my time for the most inadequate service.

  

  Business response

  01/23/2025

  On behalf of Sharecare Health Insight and Data Solutions, we sincerely appreciate the customer bringing this situation to our attention and allowing us the opportunity to resolve the matter. It is never our intention to intentionally delay or hinder the delivery of any medical form. Our priority is to handle each medical form with the care and urgency it deserves, while ensuring full compliance with Health Insurance Portability and Accountability Act (HIPAA) guidelines to maintain the appropriate security and privacy.
  
  To resolve the issue, we have processed a refund for the form requests and have contacted the patient for further follow-up.

  Customer response

  01/25/2025

   
  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to get my medical records from this company. I have tried 3 times but no one will give me my medical records. Contacted manager and they never called me back.

  

  Business response

  01/23/2025

  Thank you for sharing your valuable feedback regarding your experience. We truly appreciate it and apologize for any frustration caused. We use feedback like yours to help us continually improve our services and work toward providing a better overall experience.
  
  As of this moment, we have engaged with the patient and collaborated closely to address and resolve their concerns.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Friday January 3 and Monday, January 6 a total of 10 hours have been wasted on the phone attempting to activate my services with CareLink by *********** When I called and representatives from **** insurance called, we were both placed on hold, calls disconnected, no service.This has been very aggravating. I gave the name of my care advisor and my insurance ID to no avail.This will not stop. **** has filed a grievance because they witnessed the disconnection of the call; ******** is also being notified.I wish to secure care giving asisstance with the 60 hours that I have with Care Linx. No one who smokes and coughs all of the time as my last person did; no one who simply will not show up; and a care advisor who really takes his/her job seriously...Care Linx has had a series of different numbers and very hard to reach.BCBS is trying to reach them and cannot; neither can I.

  

  Business response

  01/22/2025

  Hi there,
  We sincerely apologize for the difficulties youve experienced. To ensure we address your concerns accurately, could you please confirm if you contacted us at our main toll-free number: **************? This number connects directly to our operational call center.
  

  I have informed our team about your situation, and they will be reaching out to you directly as well to resolve these issues promptly.

  Customer response

  01/23/2025

   
  Complaint: 22776618
  
  I am rejecting this response because: The number given is one of the many dysfunctional numbers. There are over 10 different numbers. No one called me as they

  stated in the response. And no one will. I did call again myself and was given a caregiver who does NOT cook and does NOT assist with light house cleaning. The person

  is a CNA who deals with direct patient care. I do not need direct patient care. It appears to be a waste of time to get *********************** to really pay attention

  and send a caregive who meets my needs, light cleaning, light meal prep, assistance with medical visits. It is nearly impossible even if ********** Blue

  Shield calls Care Linx.

  I do not accept there response as no one called me period. This is a horrible company in my experience.

   

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

  

  Business response

  01/24/2025

  Dear *** ***,
  

  Thank you for sharing your concerns. Our records show that our team lead recently spoke with you, and we are actively working to address your specific needs, including light housekeeping, meal preparation, and assistance with medical visits.
  
  We apologize for the inconvenience and appreciate your patience as we work to resolve this matter.

  Customer response

  01/27/2025

   
  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

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My doctors office forced me to use sharecare in order to process my short term disability payments during maternity leave. ********** has not reached out to me in anyway to complete this process. I have called 6 times now to check the status, they have put a rush on it but because I asked to be refunded the $35 (because why should I have to pay for a service if they cant deliver in a timely fashion)They are still refusing to complete this paperwork for my insurance company and instead running me in circles playing phone tag. I cant get an answer from anyone as to when my paperwork will finally be processed. Its been almost a month since I submitted!

  

  Business response

  01/23/2025

  On behalf of Sharecare Health Insight and Data Solutions, we sincerely appreciate the customer bringing this situation to our attention and giving us the opportunity to resolve the matter. It is never our intention to intentionally delay or detain the delivery of any medical form. Our priority is to treat every medical form with the care and urgency it requires, while fully complying with Health Insurance Portability and Accountability Act (HIPAA) guidelines to ensure the appropriate security and privacy. 
  
  To address the issue, we have issued a refund for the request and reached out to the patient to resolve any further concerns. 

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 10th, I received an email from CareFirst Well-Being (a program of ShareCare) stating that I was eligible to participate in the Wellbeing Rewards Program. The program promised a $200 reward for completing three health coaching calls. Motivated by this offer, I followed through and successfully completed the three calls, as outlined in the email.After completing the calls, I was informed by customer service that the email I received was sent in error, and I would not be receiving the promised reward. This explanation is unacceptable and constitutes false advertising. I relied on the information provided in their email to dedicate my time and effort to meet their requirements, expecting the stated reward in return.I am requesting that ShareCare honor their original offer and provide the $200 reward as promised. This situation has caused unnecessary frustration and diminished trust in the company's communication and programs.I appreciate your assistance in resolving this matter. Please let me know if you need any additional information or documentation to support my complaint.

  

  Business response

  01/24/2025

  Dear Ms. ******************* you for bringing this to our attention. We sincerely apologize for the confusion caused by the communication you received regarding the well-being rewards program.
  
  After reviewing your account, we confirmed with our funding vendor that $200.00 was posted to your Health Incentive Account (HIA). Although the email about the rewards program was sent in error, we ensured your account was fully funded with the amount mentioned.
  
  We appreciate the time and effort you put into completing the health coaching calls and regret any frustration this situation may have caused. Steps are being taken to improve our communication to prevent similar issues in the future.
  
  If you have any additional questions, please dont hesitate to reach out.

  Customer response

  01/24/2025

   
  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

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Retired and office closed for 9+ years. **************************************************************************************************************************** Kindly remove outdated, inaccurate listing from online search and internal database. Thank you for your consideration.

  

  Business response

  12/18/2024

  Hi ****,
  
  Thank you for contacting us. Our Find a Doctor tool is powered by Healthgrades. Ive forwarded your request to their team and asked them to remove your profile as quickly as possible.
  
  Please dont hesitate to reach out if you have any further questions or concerns.
  
  

  Customer response

  12/18/2024

   
  Complaint: 22629801
  
  I am rejecting this response because the outdated, inaccurate listing has not yet been removed from your online directory. Once it has been removed, I will be happy to accept your response. Thank you.
  
  Sincerely,
  
  **** *******

  

  Business response

  01/23/2025

  Dear *** *******,
  

  We apologize for the inconvenience youve experienced with the persistence of your listing. As previously explained, Healthgrades controls the provider profiles that appear in our Find a Doctor tool, and we are unable to make direct edits.
  

  I have escalated your request to Healthgrades twice, urging them to resolve this matter promptly. For immediate action on your part, Healthgrades provides tools that allow providers to manage and claim their profiles and reviews. You can access these resources at Healthgrades ******************** (************************************************************************) or contact their support team directly at *******************************************************************.
  
  Thank you for your patience. 

  Customer response

  01/26/2025

   
  Complaint: 22629801
  
  I am rejecting this response because, although *******, it transfers accountability for resolving this problem onto the consumer. Since Sharecare has a business relationship with Healthgrades and Healthgrades has reportedly disregarded Sharecare's previous requests to delete outdated, inaccurate information, standard business practice would be for Sharecare to escalate the matter to a higher corporate level at Healthgrades. With all due respect,  it is my belief that Sharecare is responsible for its own online listings without regard to which data source they utilized to obtain these listings.

  Thank you for your consideration. 

  Sincerely,

   **** *******

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 19th 2024 I recieved shoulder surgery through the VA at a community care othopedic office. (BOSS Orthopedics) The very next morning on November 20th 2024 I recieved a strange email from some company sharecare saying I owed them money. I automatically am thinking a scam as I have never heard of them or needed any service they provide. Curiosity then won as I am homebound anyways due to the surgery, I decided to see what this email was about. I followed the directions and looked up the bill using the invoice number provided in the email that was made by a third grader. It displayed I owed 25 dollars for some document and pay now. I recieved a similar email with a different invoice number, but the same price for another random document. I then called sharecare and inquired about these charges. They informed me that it was from my doctors office (BOSS Orthopedics Bluffton, **) about the documents from my work. 1) I was never informed by the doctors office of any thirdparty charges for any documents 2) They are NOT covered under that loophole billing for **** as I do not qualify with my current company (Only worked there for 6 months) 3) Even after I let them know I was not informed, basically they said to bad you have to pay. 4) Even the VA was dumbfounded when I said I was being charge for a medical cerification (1 page document) return to work authorization (1 page document). I understand charging a reasonable fee for services rendered, but some random company is charging me for documents I have never seen, never asked for them to do, was not notified of said fee and am being charged for a service that, i dont know should be provided since I am a patient of this office. I would also like to point out that BOSS Orthopedics in ******** SC is equally responsible for this surprise billing tactic. I did pay the fee ONLY to make sure I have the documents to return to work next week. HOWEVER, this is not over sharecare.

  

  Business response

  12/18/2024

  Mr. *******,

  I hope this message finds you well. We left you a voicemail regarding your refund and wanted to follow up in writing. We sincerely apologize for any inconvenience this may have caused.
  

  Please be assured that we have issued a refund for your invoices. If you have any questions or need further assistance, dont hesitate to reach out.
  

  Thank you for your patience and understanding.

  Customer response

  12/18/2024

   
  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

  11/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On the 1st of October we requested a CD of an MRI done at tidewater Orthopedics in ******* on July 5. 2024 and read on July 9., 2024. The ******************** had me take home a form to fill out , we did and returned it to their office only to be told it would be sent to us in the mail from a company named Sharecare. We have been run around and run around by sharecare all to no avail. We have talked to people in the *********** and *******. What is our recourse? We needed these records for subsequent appointments to specialist Doctors for comparison puposes and additional treatment of serious Medical matters. Thanks for any assistance in this matter.

  

  Business response

  12/18/2024

  Thank you for taking the time to speak with me earlier. I want to sincerely apologize for any inconvenience you experienced and assure you that we value your feedback greatly. I was pleased to hear that you were able to get what you needed. If there's anything further I can assist you with, please don't hesitate to reach out. 

• 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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. I have now requested 6 or 7 times for the very simple change of my mother's incorrect address on her file to please reflect her correct address. I call and go on to the app and it is not changed. This causes authentication problems. Please fix this.2. I was continually being billed personally after June for my mother's caregiving instead of it going through the **********************. I had to battle every month to get the caretaker paid and it was constantly late. I discovered they had paid her June hours out of ************** allotment and everything was one month off. Nothing changed on the caregivers end. Three people now from Carelinx have told me they would take care of that and fix that. This causes the billing for the current month to go to me, not ******, then I have to fight for the caregiver to be paid and the caregiver is paid late. Please fix this.3. Last week Comfort clocked in and clocked out. There is no record of this. Once again she is not being paid. Please fix this. Put her time in for last week for 4 hours on Friday, Oct. 4, process it through ****** and please pay my mother's caregiver.5. Friday, October 11th and this was our error, the caregiver forgot her password and could not contact me to get it from me. So she was not able to clock in or clock out. She spent an hour on the phone again with carelinx trying to figure out how to clock in without the proper password. She was told finally to write down the four hours. I have tried three times today to contact Carelinx and was put into voicemail. I need to get her 4 hours from the 11th into the system so she can be paid. I have found no easy way on my end to do that or for her just to adjust hours when the clock in does not work. Please help us get these hours into the system.7. I do not want to be told again that something is being fixed when it isn't. I would rather be told that there is nothing they can do about it. Integrity in business is vital. So please fix this.Thank you.

  

  Business response

  12/18/2024

  Hi *******,
  Thank you for reaching out through the BBB. I want to sincerely apologize for any inconvenience you experienced and assure you that we value your feedback greatly. I understand that our team lead worked with you and was able to address your concerns in late October; all system corrections, including the address update and payroll adjustments, were fully resolved by 11/4/2024.
  
  Please don't hesitate to contact us with any additional questions. 

*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. ↩