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. has 5 locations, listed below.

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  Sharecare, Inc.

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

  
• 

  Sharecare Health Data Services LLC

  8344 Clairemont Mesa Blvd #201 San Diego, CA 92111

• 

  RealAge Inc

  11468 Sorrento Valley San Diego, CA 92121

• 

  RealAge Inc

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

• 

  CareLinx, Inc.

  Belmont, CA 94002

  

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:03/22/2023

  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.

  My insurance company paid them 30 dollars 3 months ago to fill out paperwork which they lost so 2 weeks ago I paid them 30 dollars to fill out paperwork and they didn't fill it out. They just keep saying it will be filled out tomorrow for the last 2 weeks but it never gets filled out and they just let you down day after day.

  

  Business Response

  Date: 02/08/2024

  We apologize for the inconvenience and frustration you have experienced regarding the handling of your paperwork. We acknowledge that there was a significant delay in processing your form, which does not align with our commitment to efficient and responsive service. We can confirm that your form was ultimately delivered on May 26, 2023, but recognize that this delivery was not within our desired turnaround time. To rectify this situation, we have issued a full refund for the form. We understand that this does not undo the inconvenience you have faced, but we hope it demonstrates our commitment to taking responsibility and improving our services.

• Initial Complaint

  Date:01/10/2023

  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.

  I am reaching out regarding my husband and his requests to have his own information released to him and to communicate about the lack of support pertaining to speaking with a supervisor during our most recent correspondence. This company will charge you money but not send over the documentation needed. When you ask for it they tell you about previous statuses of documentation requests but offer no solution to resolve the outstanding requests made. They will happily accept your funds but offer no recourse when not received when paid for.

  

  Business Response

  Date: 02/08/2024

  Thank you for reaching out with your concerns about the handling of your husband's information requests and the difficulties you faced in communicating with our team. We apologize for any inconvenience. 
  
  Regarding the specific details of your husband's case, we faced a challenge in locating his records due to limited demographic and contact information provided. To assist you more effectively and resolve the matter efficiently, we kindly request additional details such as the patient's full name, facility location, and contact information (phone number and email).

• Initial Complaint

  Date:01/04/2023

  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.

  I requested an "Attending Physician's Statement" from my doctor at OrthoVirginia on Dec. 15. It was required by my insurance company, The ********, to process my short term disability claim. Then, SHARECARE sent me a non-descript invoice for $30. I didn't know what it was for, and because I'd never heard of the company, I ignored this plus a second invoice. Meanwhile, my insurance company continued to indicate it lacked the physician statement. ShareCare then called me to explain that the $30 was a processing fee for the physician's statement, so I paid it. As of Jan. 3, the statement still hadn't been received but after 40 min. on the phone yesterday with ShareCare, trying to reach the right department for help, a very helpful rep. told me the paperwork was being processed and would be faxed directly to my insurance company on Jan. 9. This was long past the 15 days allowed by my insurance company for all paperwork and I worried my claim would be cancelled, so I called them. They indicated that they'd already received the physician's statement directly from ************* (from my doctor's PA) and that my claim was approved. I discovered in my mail (gone unnoticed post surgery) that ************* sent me a copy of the Attending Physician Statement filled out by my doctor's PA. It was mailed on Dec. 22, almost a week I paid the invoice to ShareCare. I've reached out to OrthoVirginia to find out whether ShareCare is a legitimate subcontractor for them and why I had to pay ShareCare when OrthoVirginia prepared the paperwork, as requested by me and my insurance company. All of this leads me to believe that ShareCare is operating a scam and yet -- how do they find out about my insurance claim, name of my surgeon and his company etc.?

  

  Business Response

  Date: 02/08/2024

  Thank you for sharing your concerns. We understand the  importance of timely and accurate handling of such documents, and we apologize for any confusion and stress this situation may have caused you. Upon receiving your complaint, we conducted a detailed investigation into the processing of your requests. Our records show two specific forms associated with your case.
  

  We want to clarify that these forms were processed and sent within our standard processing times. However, we recognize the confusion caused by the initial lack of clarity regarding the invoice and our role in handling your paperwork. It seems that there was a misunderstanding regarding the source of the documment which was, in fact, prepared and sent directly to your insurance company. Regarding your concerns about Sharecare's legitimacy as a subcontractor, we assure you that we operate in full compliance with all regulations and standards. We are committed to transparency in our operations and are investigating how the communication regarding our role and the invoicing could have been clearer.

  We understand your concern about the potential impact on your insurance claim due to the perceived delay. We apologize for any anxiety this may have caused. If there are any further issues or questions, please do not hesitate to contact us directly.

• Initial Complaint

  Date:10/24/2022

  Type:Customer Service 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.

  This company sent me an invoice, charging a fee, to transfer medical records from previous doctor to new doctor. Neither doctor uses their service! I have made both companies aware. They created an invoice with my personal and medical information without my consent. My HIPPA Rights have been violated by this company and should be dealt with accordingly. I am filing this complaint under the advise of my attorney.

  

  Business Response

  Date: 02/08/2024

  Thank you for bringing your concerns to our attention. We understand the seriousness of your complaint regarding the handling of your medical records and the creation of an invoice without your consent. Protecting patient privacy and adhering to HIPAA regulations is a top priority for us, and we apologize for any distress this situation may have caused. Upon receiving your complaint, we immediately launched an investigation into the matter. Our records show that a request for medical records transfer was created on October 5, 2022. However, we found that you contacted us to inform us that the records were no longer needed. Following your call, our customer service representative canceled the request. We want to assure you that no medical records were transferred without your consent. The creation of the invoice was a part of our standard process for initiating a records transfer request. However, we recognize that there was a lack of clear communication regarding this process. We are reviewing our procedures to ensure better communication and transparency. 

  Customer Answer

  Date: 02/08/2024

   
  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

  Date:09/19/2022

  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.

  On 9/14/22, I was redirected to this company's website to obtain an electronic copy of medical records. I was required to provide an image of my driver's license. After submitting the request, I received a confirmation email that included a copy of my driver's license in an unprotected PDF attachment. This email, which contained my Personally Identifiable Information (PII) was sent in an unencrypted email and exposed my PII in violation of the company's stated privacy policy (https://www.sharecare.com/terms/privacypolicy). Furthermore, it was unnecessary to share my driver's license back with me as part of the confirmation.I attempted to contact the company to report this issue five times and with each attempt, I have received a response directing me to contact a different customer service team. I emailed their privacy mailbox but have not received a response. I attempted to file a report on their ethics hotline, but the webform produces a server error and does not work.This company is in the business of handling protected data subject to the Privacy Act and HIPAA, yet it carelessly exposed my PII. They repeatedly demonstrated a lack of interest in my complaint and an unwillingness to provide even basic customer service.