Complaints

This profile includes complaints for Sharecare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sharecare, Inc.

  255 E Paces Ferry Rd NE Atlanta, GA 30305-2233

  
• 

  RealAge Inc

  5375 Mira Sorrento Pl Ste 250 San Diego, CA 92121-3815

• 

  CareLinx, Inc.

  Belmont, CA 94002

  
• 

  Sharecare Health Data Services LLC

  8344 Clairemont Mesa Blvd #201 San Diego, CA 92111

• 

  RealAge Inc

  11468 Sorrento Valley San Diego, CA 92121

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since May ******* I have had the following issues with the ShareCare App and the CareFirst Wellbeing App which are linked together. 1. ShareCare app keeps asking to create a pin. When that is done it tells me I have to download the CareFirst Wellbeing app first. I ALREADY HAVE THAT APP DOWNLOADED.2. When I open the CareFirst app and go to use the tracker the app completely shuts downs. I have had numerous other issues that one great tech person was able to help. After that no help. She was unable to help with this. Since 5/13/2025 I have been trying to receive help from the company and all I get is we will forward it to our tech support and the will email you how to fix it. ****! Nothing. I even called them only to wait forever to speak to someone (who I could not understand) to tell me we will forward your issue and receive an email telling you what to ***** employer (a county government entity) is paying good money to offer this to the employees. It is a shame it is being wasted. I feel bad for the people who are paying for this out of pocket. I wonder if they get the same response as I do on technical issues. At this point the program is not good to me. You need to have the app to participate successfully. The program in itself it very good but I think they shouldnt have released it until they could offer qualified technical support.

  

  Business Response

  Date: 05/30/2025

  Thank you for taking the time to share your experience. We understand how frustrating technical issues can be and appreciate your patience as we work through this.
  
  Your case has been escalated to our app operations team and is currently under review. While **** requested an update, we anticipate a full resolution may take until the end of next week. Well follow up with you directly as soon as more information becomes available.
  
  Were committed to ensuring a smooth experience and appreciate your feedback.

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2025, Share Care received **** form from my doctor to be sent to UNUM. They contacted me for payment, and I paid the *****. I was told the form would be sent in 2 -5 business days. As of May 13, 2025, the form has not been sent and, on the website, it reflects pending delivery. Share Care is going to make me lose my job due to them not forwarding the documents as promised to my doctor and myself.

  

  Business Response

  Date: 05/30/2025

  On behalf of Sharecare Health Data Solutions, we sincerely appreciate the customer for bringing this matter to our attention and providing us with the opportunity to resolve it. It is never our intention to intentionally delay or obstruct the delivery of a medical form. Our goal is to handle each request with the care and urgency it deserves, while fully complying with Health Insurance Portability and Accountability Act (HIPAA) guidelines regarding security and privacy.

  The experience described by the customer does not meet the high standards of service we aim to provide, and we sincerely apologize for any inconvenience or delays. The customer called 05/13/2025, was connected with a supervisor and were able to resolve her concerns. All information has been received by the patient and her place of employment before the deadline. 

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 28 weeks pregnant and was receiving care at ***************************** up until 4/4. My husband and I moved to *********. In order to establish care here, we needed our records from ******* which utilizes ShareCare to maintain their records. We submitted for our record release on 4/6 for both electronic and hard copies. We have never received our hard copy. On 4/28, the electronic release was made available to use but only included one clinic note and nothing else from our previous visits including ultrasounds. We had to resend a request for our records a second time and contacted the company several times demanding that it be rectify since this was a mistake on their behalf. We have requested to speak with a supervisor to resolve this several times with no contact or motion on the case. As you can understand, no ******* for my unborn child and myself has caused a significant amount of emotional distress and I need the company to contact me so we can make establish care to ensure the safety of myself and *******.

  

  Business Response

  Date: 05/30/2025

  On behalf of Sharecare Health Data Solutions, we sincerely appreciate the customer for bringing this matter to our attention and providing us with the opportunity to resolve it. It is never our intention to intentionally delay or obstruct the delivery of medical records. Our goal is to handle each request with the care and urgency it deserves, while fully complying with Health Insurance Portability and Accountability Act (HIPAA) guidelines regarding security and privacy. The experience described by the customer does not meet the high standards of service we aim to provide, and we sincerely apologize for any inconvenience or delays.
  
  We have contacted the customer and provided the correct Request ID to download records at their convenience with direct contact information should any issues arise when downloading. 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/07/2025. sought home health aid online at Carelinx. Before I could contact a provider I had to buy a basic plan for $30 monthly recurring. After purchase sent message to provider, message did not go to provider. Carelinx calls and tells me they will assist me in choosing a provider(why did I choose a provider). Still no provider and Carelinx won't respond to phone calls or e-mails. Feel this is a bait and switch, with an upsell.

  

  Business Response

  Date: 05/29/2025

  Thank you for sharing your concerns through the Better Business Bureau. We have reviewed your experience and, as of May 2025, processed a full refund of your $34.95 subscription fee. While we regret that the service did not meet your expectations, no further action is pending on our end at this time.

   

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted **** paperwork for myself and my husband on 1/31/25. My husbands paperwork was returned twice on 2/11/25, but my paperwork was nowhere to be found in their system. After numerous calls with no resolution, I submitted my paperwork again on 3/11/25. I delivered my baby on 3/13/25. On 3/21/25, I called for the status as I had not received an invoice yet. No invoice had been created yet, therefore they had not started processing the documents. They claimed they would put a rush on the invoice. As of 3/25/25, I still have not received an invoice and my FMLA paperwork has still not been processed - therefore putting my job at risk.

  

  Business Response

  Date: 04/07/2025

  On behalf of Sharecare Health Data Solutions, we sincerely appreciate the customer for bringing this matter to our attention and providing us with the opportunity to resolve it. It is never our intention to intentionally delay or obstruct the delivery of a medical form. Our goal is to handle each request with the care and urgency it deserves, while fully complying with Health Insurance Portability and Accountability Act (HIPAA) guidelines regarding security and privacy.

  The experience described by the customer does not meet the high standards of service we aim to provide, and we sincerely apologize for any inconvenience or delays. We have made efforts to contact the customer to offer further assistance in resolving the issue and to share the findings of our investigation. We are currently awaiting her response. Additionally, we will be issuing a refund to the patient for this request.

  Customer Answer

  Date: 04/07/2025

   
  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

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sharecare used my healthcare provider info without my consent to open a profile. On this profile misleading and false information can be made by anyone, anonymously towards me as a provider. There is no fact check if who left the review is an actual patient and is done of an anonymous profile which opens door to anyone who wants to bully or harm a doctor.

  

  Business Response

  Date: 03/12/2025

  Hello,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any distress this situation has caused you.
  
  To clarify, Sharecare utilizes Healthgrades, a third-party service, to power our "Find a Doctor" tool, which means profiles are created based on publicly available healthcare provider information. Unfortunately, this arrangement means we do not have direct control over the creation, editing, or removal of these profiles.
  
  However, your concern about misleading or anonymous information is very important to us. We are committed to supporting you by reaching out directly to Healthgrades on your behalf to request removal of your profile. Additionally, Healthgrades offers providers the ability to claim and manage their profiles directly, allowing you to address inaccuracies or manage information proactively. You can access this feature here: ************************************************.
  
  We appreciate your feedback. It helps us continuously improve the user experience and ensure accuracy and fairness for healthcare providers. Please feel free to contact us directly if you have further questions or need assistance with this process.

  Thanks so much. 

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to get my medical records multiple times, whenever I try to check on the records they say a request doesn't exist under my name? They're hard to reach out to, and will fail to do their job in a timely manner when needed.

  

  Business Response

  Date: 03/20/2025

  Thank you for sharing your valuable feedback. We truly appreciate it and sincerely apologize for any frustration you may have experienced. We actively gather and use feedback to continuously improve our services, with the goal of enhancing the overall experience for all our customers. As of now, we have reached out to the customer to address and resolve their concerns, and we are currently awaiting their response.

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2024 I initiated a process to access my healthcare records electronically. Sharecare Health appeared as a facilitator of the process as a client of one of my providers. I filled out an information form for them electronically. After about a week they emailed saying they needed to be paid $7.53 to release my records into the healthcare provider's portal. I paid this sum via my major company credit card on December 18th, 2024. However, Sharecare continued to withhold my records pending payment. I called and emailed them on numerous occasions and sent them a copy of my credit card transaction record, including transaction number, three times. My most frequent email contact was one ****** ***** ( ***************************************** I also learned from my healthcare provider that Sharecare's services were not actually necessary in my case, even though Sharecare made it seem so on the provider's site. I relayed this information to Sharecare and asked for reimbursement. They replied that my request was therefore cancelled. On January 8th, 2025 I asked again for reimbursement and have received no such reimbursement or any acknowledgement from Sharecare. On the whole, Sharecare has been annoying, unresponsive, and borderline threatening to the point that I wonder if they are a legitimate business.

  

  Business Response

  Date: 03/20/2025

  On behalf of Sharecare Health Data Solutions, we would like to thank the customer for bringing this matter to our attention and providing us with the opportunity to resolve it. We deeply regret any confusion or delay that may have occurred, as it is never our intention to cause any disruption in the timely delivery of medical records. We take great care to process each request with urgency, while fully adhering to Health Insurance Portability and Accountability Act (HIPAA) guidelines to ensure security and privacy. We have reached out to the customer to clarify the situation and address their concerns, and we are currently awaiting their response. The requested records, as outlined in the signed authorization form, were completed and delivered electronically within 24 hours of receiving payment for the first request. The confusion arose due to the submission of two separate requests by the customer.
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22793722
  
  I am rejecting this response because:

  The records concerned are with Advanced Urology of *********. I was was not asking to have records transferred. I was asking to be able to access my records on-line at Advanced Urology. I did not need Sharecare to be involved and in fact have since obtained access without Sharecare. Sharecare is only used by Advanced Urology to transfer records to third parties. However, Sharecare interposed themselves into my process, implying that I needed their services to simply access records at Advanced Urology. They charged me and I paid before I realized that they did not need to be involved. I received NO services from them. My records were NOT transferred anywhere. Yet, they charged me and refuse to acknowledge that the charge was in error. In fact, they stopped replying to my emails for clarification long ago. 

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

  

  Business Response

  Date: 04/07/2025

  Thank you for sharing your feedback. We truly appreciate it and sincerely apologize for any frustration you may have experienced. We actively gather and use feedback to continuously improve our services, with the goal of enhancing the overall experience for all our customers. As of now, we have issued a full refund to the customer for $7.53.

  Customer Answer

  Date: 04/13/2025

   
  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

  Date:01/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about Sharecare violating California ******************************* Code Section ****** to represent reasonable charge for retrieval and release of medical records and Federal Law 45 CFR **************** to provide the said, required medical records within 30 days from the date of the request. Enclosed please find a copy of the invoices with their exaggerated and nonsense charges and copy of the emails wherein we gave them numerous warnings to correct the amounts. This complaint is to conduct a thorough investigation about the fraud activity of Sharecare.

  

  Business Response

  Date: 02/21/2025

  To Whom It May Concern:
  
  We have investigated the transactions associated with the complaint and found that all of Sharecares actions to be in accordance with the law. The complaint cited Health & Safety Code ******," stating that Sharecare did not comply with its listed requirements.  The regulation in question, clearly states that a Patients representative, patients personal representative, or representative means any of the following:
  (1) A parent or guardian of a minor who is a patient.
  (2) The guardian or conservator of the person of an adult patient.
  (3) An agent as defined in Section 4607 of the Probate Code, to the extent necessary for the agent to fulfill the duties set forth in Division 4.7 (commencing with Section 4600) of the Probate Code.
  (4) The beneficiary as defined in Section 24 of the Probate Code or personal representative as defined in Section 58 of the Probate Code, of a deceased patient.
  A legal representative is not included in the list above and as such, the complainant was charged the appropriate rate.  If the complainant qualifies as one of the above, we are happy to adjust the rates, as appropriate.  Sharecare did not invoice incorrectly and did so in accordance with California law.
  
  Thank you. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22839525
  
  I am rejecting this response because:

  The response from Sharecare with quotations are absolutely irrelevant to the CA Health and Safety Code 123110 which they so diligently attempt to violate and for which we filed this complaint. It took a month since we filed a complaint till today when we first heard from you. We hereby demand that the legal team of BBB to be involved in this complaint and to thorough investigate this matter. Otherwise, what is the purpose of BBB if they support certain companies to sabotage the investigation?

  As a reminder, this complaint has been filed due to exaggerated fees of Sharecare in order to release medical records from medical providers, where records were requested from. This is corrupt, illegal and fraud.   For everybody's acknowledge, education and information below is full citation of the law code referenced above. Also, please see enclosed. 

    
  123110.  
  (a) Notwithstanding Section 5328 of the Welfare and Institutions Code, and except as provided in Sections ****** and ******, any adult patient of a health care provider, any minor patient authorized by law to consent to medical treatment, and any patients personal representative shall be entitled to inspect patient records upon presenting to the health care provider a request for those records and upon payment of reasonable costs, as specified in subdivision (j). However, a patient who is a minor shall be entitled to inspect patient records pertaining only to health care of a type for which the minor is lawfully authorized to consent. A health care provider shall permit this inspection during business hours within five working days after receipt of the request. The inspection shall be conducted by the patient or patients personal representative requesting the inspection, who may be accompanied by one other person of their choosing.
  (b) (1) Additionally, any patient or patients personal representative shall be entitled to a paper or electronic copy of all or any portion of the patient records that they have a right to inspect, upon presenting a request to the health care provider specifying the records to be copied, together with a fee to defray the costs of producing the copy or summary, as specified in subdivision (j). The health care provider shall ensure that the copies are transmitted within 15 days after receiving the request.
  (2) The health care provider shall provide the patient or patients personal representative with a copy of the record in the form and format requested if it is readily producible in the requested form and format, or, if not, in a readable paper copy form or other form and format as agreed to by the health care provider and the patient or patients personal representative. If the requested patient records are maintained electronically and if the patient or patients personal representative requests an electronic copy of those records, the health care provider shall provide them in the electronic form and format requested if they are readily producible in that form and format, or, if not, in a readable electronic form and format as agreed to by the health care provider and the patient or patients personal representative.
  (c) Copies of X-rays or tracings derived from electrocardiography, electroencephalography, or electromyography need not be provided to the patient or patients personal representative under this section, if the original X-rays or tracings are transmitted to another health care provider upon written request of the patient or patients personal representative and within 15 days after receipt of the request. The request shall specify the name and address of the health care provider to whom the records are to be delivered. All reasonable costs, not exceeding actual costs, incurred by a health care provider in providing copies pursuant to this subdivision may be charged to the patient or representative requesting the copies.
  (d) (1) Notwithstanding any provision of this section, and except as provided in Sections ****** and ******, a patient, employee of a nonprofit legal services entity representing the patient, or the personal representative of a patient, is entitled to a copy, at no charge, of the relevant portion of the patients records, upon presenting to the provider a written request, and proof that the records or supporting forms are needed to support a claim or appeal regarding eligibility for a public benefit ******** a petition for U nonimmigrant status under the Victims of Trafficking and Violence Protection Act, or a self-petition for lawful permanent residency under the Violence Against Women Act. A public benefit program includes the Medi-Cal ******** the In-Home Supportive Services Program, the California Work Opportunity and Responsibility to Kids (CalWORKs) ******** ************************************ benefits, Supplemental Security Income/State Supplementary Program for the Aged, Blind and Disabled (SSI/SSP) benefits, federal veterans service-connected compensation and nonservice connected pension disability benefits, CalFresh, the Cash Assistance Program for Aged, Blind, and Disabled Legal Immigrants, and a government-funded housing subsidy or tenant-based housing assistance program.
  (2) Although a patient shall not be limited to a single request, the patient, employee of a nonprofit legal services entity representing the patient, or patients personal representative shall be entitled to no more than one copy of any relevant portion of their record free of charge.
  (3) This subdivision shall not apply to any patient who is represented by a private attorney who is paying for the costs related to the patients claim or appeal, pending the outcome of that claim or appeal. For purposes of this subdivision, private attorney means any attorney not employed by a nonprofit legal services entity.
  (e) If a patient, employee of a nonprofit legal services entity representing the patient, or the patients personal representative requests a record pursuant to subdivision (d), the health care provider shall ensure that the copies are transmitted within 30 days after receiving the written request.
  (f) This section shall not be construed to preclude a health care provider from requiring reasonable verification of identity prior to permitting inspection or copying of patient records, provided this requirement is not used oppressively or discriminatorily to frustrate or delay compliance with this section. This section does not supersede any rights that a patient or personal representative might otherwise have or exercise under Section 1158 of the Evidence Code or any other provision of law. This chapter does not require a health care provider to retain records longer than required by applicable statutes or administrative regulations.
  (g) (1) This chapter shall not be construed to render a health care provider liable for the quality of their records or the copies provided in excess of existing law and regulations with respect to the quality of medical records. A ********************** care provider shall not be liable to the patient or any other person for any consequences that result from disclosure of patient records as required by this chapter. A health care provider shall not discriminate against classes or categories of providers in the transmittal of X-rays or other patient records, or copies of these X-rays or records, to other providers as authorized by this section.
  (2) Every health care provider shall adopt policies and establish procedures for the uniform transmittal of X-rays and other patient records that effectively prevent the discrimination described in this subdivision. A health care provider may establish reasonable conditions, including a reasonable deposit fee, to ensure the return of original X-rays transmitted to another health care provider, provided the conditions do not discriminate on the basis of, or in a manner related to, the license of the provider to which the X-rays are transmitted.
  (h) Any health care provider described in paragraphs (4) to (10), inclusive, of subdivision (a) of Section ****** who willfully violates this chapter is guilty of unprofessional conduct. Any health care provider described in paragraphs (1) to (3), inclusive, of subdivision (a) of Section ****** that willfully violates this chapter is guilty of an infraction punishable by a fine of not more than one hundred dollars ($100). The state agency, board, or commission that issued the health care providers professional or institutional license shall consider a violation as grounds for disciplinary action with respect to the licensure, including suspension or revocation of the license or certificate.
  (i) This section prohibits a health care provider from withholding patient records or summaries of patient records because of an unpaid bill for health care services. Any health care provider who willfully withholds patient records or summaries of patient records because of an unpaid bill for health care services is subject to the sanctions specified in subdivision (h).
  (j) (1) Except as provided in subdivision (d), a health care provider may impose a reasonable, cost-based fee for providing a paper or electronic copy or summary of patient records, provided the fee includes only the cost of the following:
  (A) Labor for copying the patient records requested by the patient or patients personal representative, whether in paper or electronic form.
  (B) Supplies for creating the paper copy or electronic media if the patient or patients personal representative requests that the electronic copy be provided on portable media.
  (C) Postage, if the patient or patients personal representative has requested the copy, or the summary or explanation, be mailed.
  (D) Preparing an explanation or summary of the patient record, if agreed to by the patient or patients personal representative.
  (2) The fee from a health care provider shall not exceed twenty-five cents ($0.25) per page for paper copies or fifty cents ($0.50) per page for records that are copied from microfilm.

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

  

  Business Response

  Date: 03/25/2025

  The Complainant mentions that Sharecare, in its prior response, did not address complaints that it violated CA Health and Safety Code ****** in charging a fee for the requested records.  The complainant quoted part of the code in the response but not the most important part, which is that part that allows Sharecare to charge the requestor except in limited circumstances.  The ************* of CA states it best in its FAQ to patients.  It writes:
  
  Can a doctor charge me for copies of my medical records or x-rays?
  
  Yes, pursuant to Health & Safety Code section ******, a doctor can charge 25 cents per page plus a reasonable clerical fee. For diagnostic films, such as an x-ray, MRI, CT and PET scans, you can be charged the actual cost of copying the films. This only applies if you have made a written request for a copy of your medical records to be provided to you. Please note, the following exception: (d) (1) Notwithstanding any provision of this section, and except as provided in Sections ****** and ******, a patient, former patient, or the personal representative of a patient or former patient, is entitled to a copy, at no charge, of the relevant portion of the patient's records, upon presenting to the provider a written request, and proof that the records or supporting forms are needed to support a claim or appeal regarding eligibility for a public benefit program. These programs shall be the Medi-Cal ******** the In-Home Supportive Services Program, the California Work Opportunity and Responsibility to Kids (CalWORKs) ******** social security disability insurance benefits, Supplemental Security Income/State Supplementary Program for the Aged, Blind and Disabled (SSI/SSP)benefits, federal veterans service-connected compensation and nonservice connected pension disability benefits, and CalFresh.
  
  This portion of the Code was left out by the Complainants response.  The text of the Code that was missing is as follows:
  
  (j)(1) Except as provided in subdivision (d), a health care provider may impose a reasonable, cost-based fee for providing a paper or electronic copy or summary of patient records, provided the fee includes only the cost of the following:
  (A) Labor for copying the patient records requested by the patient or patient's personal representative, whether in paper or electronic form.
  (B) Supplies for creating the paper copy or electronic media if the patient or patient's personal representative requests that the electronic copy be provided on portable media.
  (C) Postage, if the patient or patient's personal representative has requested the copy, or the summary or explanation, be mailed.
  (D) Preparing an explanation or summary of the patient record, if agreed to by the patient or patient's personal representative.
  (2) The fee from a health care provider shall not exceed twenty-five cents ($0.25) per page for paper copies or fifty cents ($0.50) per page for records that are copied from microfilm.
  
  The work that Sharecare Health Data Services provided falls under Section (j) which allows reasonable charges for copies and summaries made per the request of the patient.  We were not provided record that there was a qualifying exception as listed in section (d) and no information stating that the patient was requesting forms needed to support a claim or appeal for a public benefit program.  As such, Sharecare Health Data Services charged appropriately for the services performed.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22839525
  
  I am rejecting this response because:

  In our last message It was posted entire paragraphs of Health & Safety Code section ******. Nevertheless, Sharecare prefers to skip the following paragraphs.

  (h) Any health care provider described in paragraphs (4) to (10), inclusive, of subdivision (a) of Section ****** who willfully violates this chapter is guilty of unprofessional conduct. Any health care provider described in paragraphs (1) to (3), inclusive, of subdivision (a) of Section ****** that willfully violates this chapter is guilty of an infraction punishable by a fine of not more than one hundred dollars ($100). The state agency, board, or commission that issued the health care providers professional or institutional license shall consider a violation as grounds for disciplinary action with respect to the licensure, including suspension or revocation of the license or certificate.

  So, it is in the best of their interest to stop misleading. 

   

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

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***** ******