Complaints

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:12/15/2022

  Type:Billing 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've been working with shiftkey since 10/01/2022. Never had a problem with canceling any shift (due to family members being sick and me being in and out physically therapy myself) but on December 14, 2022 I get an email saying my account was deactivated because of ncns! I only have 4 that I completely missed the shift . Never received a call from the facility about the shift. Or they would cancel me and accept it again and I wouldn't see it until the next day . I have made an email and sent it back to shift key to try and get my account back up . I'm the only one in my house who is able to work. And I try my hardest to balance my work with my family. (I have to disabled grandparents that's who I live with ) when I'm not at work I'm taking them back and forth to the hospital and doctors appointments. Sometimes I book a shift and have to rush one of my grandparents to the *** I've called the facility that I was supposed to work at and to my surprise I get the run around just to call out . I leave voicemails for them and text messages, and I still get marked as a ncns . I have contacted every one of them when I got the email stating that I've been deactivated. They are working on finding my call out . And I will not longer bid on them facilities even tho they are 30 minutes away from my house. I'm not the one to book a shift and just not go. I love what I do and I don't just do it for the money either. I would like for my account to be up and running again. I work with two other companies like this and I don't have a problem with them at all but I have to travel 2-3 hours away just for a shift . Just please help me get me back to working .

  Business Response

  Date: 12/22/2022

  Hello *******,
  
  Thank you for reaching out to us. According to our records your account was reactivated on 12/16/22 and you can continue to pick up shifts. If you have any additional questions please call us at *************.

• Initial Complaint

  Date:12/14/2022

  Type:Billing 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 worked on 12/10 from 7p to 7a see attached timesheet. I was only paid for 8 hours. Spoke with payroll, hr, and administration security. No one seemed to know how to fix it. Reached out to shift key they don't even have a live person. Finally got ahold of someone on Tuesday morning they said it was sent through, keep in mind they do same day pay. Here we are next day no one is answering phones or messages and of course I'm still not paid

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/19) */ Hi *******, Thank you for reaching out to us. According to our records this has been resolved and a payment was sent on 12/16/22 for the additional 4 hours. If you have any additional question please call us at (214)257-8686 or visit ShiftKey.com and interact with one of our chat specialist.

• Initial Complaint

  Date:12/11/2022

  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 worked several shifts at two different facilities and in the middle of my shift of one and at the end of the other I was marked no call no show. Call shiftkey to resolve the situation and case manager as not made any attempt to contact me to resolve the situation. I'm still waiting to get paid for these shifts

  Business Response

  Date: 12/16/2022

  Hello Lataya,
  
  Thank you for reaching out to us. The two shifts on 9/24/22 has been reopened, please login to your ShiftKey account and upload your worklog. As a reminder, section 5.5 of the ShiftKey Term of Service state that you have fifteen days following the completion of a shift to submit your shift record. If you have any additional questions please call us at *************

• Initial Complaint

  Date:12/10/2022

  Type:Billing 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 signed up with ShiftKey and worked a total of 3 Shifts. The issue has been getting my pay. I never received the paycard so I decided to do direct deposit. I spoke with a ShiftKey assistant that day when I wanted to make that change. She told me the steps to follow. I logged into my account and tried to make the switch but each time the code generated did not work, it showed as being invalid. I spoke with a representative and I was told I would be contacted in ***** hours, she told me the matter was escalated. It did not happen. I wasn't contacted for 3 times that I called and waited for those 2 days each time. Now the last time I called I spoke to a supervisor who was helpful and understanding (*************) she actually gave me the email of whoever was going to help me. I wrote this person an email on Friday morning and never got back an acknowledgment or anything stating that they are working on it. I also checked my account and my pay information has not been updated yet. All I need is to get paid for the work I did. It's beyond frustrating.

  Business Response

  Date: 12/16/2022

  Hi ****,
  
  Thank you for reaching out to us. According to our records, the payment was delayed due to an error in the routing and/or checking account number. As a reminder, please be sure to confirm the information is correct in order for payments to be sent in a timely basis. We have resent all payments in question on 12/15/22 via direct deposit.
  
  If you have any additional questions please call us at ************* or visit ShiftKey.com and interact with one of our chat specialist.

• Initial Complaint

  Date:12/06/2022

  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.

  I am a healthcare contractor. In October I was booking shifts through shift key as I had been for months. A facility (****************************) put me on a do not return list after I was sent home(with a signed paper from the nurse working to show I was showed up for my shift) and after had worked multiple shifts for them previously with issues getting paid. I contacted shift key support multiple times and was told that my issue would be resolved. My account has been suspended because of this facility. I have reached out to shift key support multiple times, called support, called the facility and left voicemail and all. My account is still suspended after almost twoo the with no contact from my account manager from ********************** even though I was told by an agent my accountanager would reach out after 3-5 business days. I also have emailed the help center for shift key explaining why I felt my account should be reactivated and the appeal email I was given. I have been avoided for months and can't work unjustly due to a facility that lied and my shift key account manager not helping at all.

  Business Response

  Date: 01/09/2023

  Hello ******,
  
  Your account was frozen due to alleged discrepancy of a worklog submitted for the shift on 10/7/22 and 11/7/22, which is a violation of ShiftKey Terms of Service.
  
  If you feel that this was done in error, please submit your appeal to ********************************** by providing a detailed account of the situation and why you believe that your account should be reactivated. Our team will review your appeal.

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The facility nurses are the ones that put my time on my sheet when I arrived and when I left. I did not fill out my own time. When we are sent home shift key policy stated that contractors are to be paid 2 hours for their time if sent home. The last day I was there I was told by their staff nurse that they had all of their people and I wasn't needed. She then signed my paper, wrote the time(2 hours as policy states) then I left. Before I could even upload that time sheet my account had been marked as no call no show just as it had a few other times mistakenly while I was in their building working on assisted living side. I even received a call once from on of their staff asking was I still coming in while I was on the floor working. **************************** has been so dishonest this entire time and doing shady things. O have told Shift key about it and their response was to call the facility each time myself instead of them doing anything. Now I am being railroaded by an agency that only cares about the facilities and not their contractors. I have emailed the appeals board with shift key multiple times already and never got a response. Each time I used their chat to inquire about my account being opened back up I was told it is being escalated and my district manager would get back with me to help get it resolved. Never happened.. One of shift keys own operators couldn't even reach them. I keep being told to send a detailed email to their appeals team which I did and still nothing. I have called, chatted, and emailed everyone at shift key more than once about this matter since it happened but because shift key is in the wrong they refuse to reinstate my account. Even after I have complained about this particular facility messing up my time and falsely putting down no call no shows even with me in the building and having a signed time sheet from their staff nurses.

  Business Response

  Date: 02/22/2023

  Hello ******,
  
  Your ShiftKey account has been reactivated. We have sent payment for time and trouble on 2/22/23. If you have any additional questions please call us at ************* or visit ShiftKey.com and interact with one of our chat specialist.

• Initial Complaint

  Date:12/06/2022

  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.

  This happened 12/04/22 my account was suspended I was in the hospital and someone stole my purse during transport I have worked with other employees and facilities that don't ask for iD or prof for who they are when you take a shift someone hacked my account got paid and drained all my funds due my stolen purse and all my stuff and login information for shift key and user names and passwords for the facilities I'm a single mother and they have not responded and just left me hanging I go to nursing and ima now homeless because I can't do a job and school full time shift key was my anchor and I hate someone stole my indentity they really need to check ids when working or call people before they suspend account I called with no prevail now homeless with two newborn twins

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 7, 2022/12/22) */ Dear ********, Your appeal has been reviewed and it has been determined that you violated the ShiftKey Terms of Service. Your account will remain deactivated.

• Initial Complaint

  Date:12/01/2022

  Type:Billing 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 October 21 2021 I received an email from ******************* the SR ******* Manager with ********************** that states that they were paying 250 facility referral if the facility ended up signing on with shift key ok so time goes on I get a notification on my phone on 9/9/21 that a new facility signed up with shift key which was one of the facilities on my list ok about a week later I get the notification another facility signed up which was also on my list ok so time goes on here it is nov 24th and I haven't heard any thing from the referrals so I started to email ****** so I get no reply after 4 to 5 emails so I start calling on the 3rd day she calls me back I ask her about the referral bonus she then began to act like she has no clue what I'm talking about so I went to the email that she sent and read it to her then she was like **** and then she stated to me that oh to get the referral you have to give us names of the people to talk to we need a contact so I'm like that's not what the email said and I read that part again and then she was like oh that was my fault so I'm going to talk to somebody and see if I can get you a 100 each referral and that is not right they owe me 250 for each referral and I want my 500$ and then she said it would take 7 days to get the money I should have been had this referral money seem to me you would get it processed as quickly as you could to make things right but no you still chose to try and cheat me

  Business Response

  Date: 12/27/2022

  Hey *********,
  
  Thank you for reaching out to us. According to our records this has been resolved and payment was sent on 12/23/2022. If you have any additional questions please call us at ************* or visit ShiftKey.com and interact with one of our chat specialist.

  Customer Answer

  Date: 12/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept that response from shift key because if the money was sent the 23rd I still have not received it nor is it pending on my pay card so exactly where and how was this money sent so I would like some proof that it was sent or to actually receive it before I will be satisfied

  Business Response

  Date: 01/12/2023

  Hey *********,
  
  According to our records this has been resolved and payment was reissued on 1/11/2023. If you have any additional questions please call us at ************* or visit ShiftKey.com and interact with one of our chat specialist.

  Customer Answer

  Date: 01/16/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did receive my payment thank you

• Initial Complaint

  Date:12/01/2022

  Type:Billing 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 account was suspended by ShiftKey on 12/1/2022 due to "Violation of Terms". After reaching out to ShiftKey they informed me that I was suspended due to the number of NCNS on my account. I have reported several facilities for fraudulent documentation when using the ShiftKey App in order to book providers. These facilities do not cancel shifts in a timely manor or AT ALL. And they refuse to pay money earned and refuse to fix mistakes they make. I have also reached out to shift key on two previous occasions in regards to the ShiftKey App resolving shifts as NCNS after 14 days. I have contacted the facilities who are aware that I am not a NCNS but they say the cannot go back and change it after it has resolved. I have also had facilities **** me as a NCNS in order to avoid paying 2 hours for time and trouble because they don't need me after I show up but refuse to pay the required 2 hour time and trouble. This has caused my percentage attendance to drop drastically to a 70! No One at ShiftKey advocated for me or took into account any documentation I could provide. Instead the never followed up with me and suspended my account UNJUSTLY. I have reported the facilities to the *********** hoping for compensation that is owed to me. I would like for ShiftKey to do their due deligience and reactivate my account.

  Business Response

  Date: 01/09/2023

  Hello *******,
  
  Thank you for reaching out to us. As a reminder, section 5.5 of the ShiftKey Term of Service state that you have fifteen days following the completion of a shift to submit your shift record. If you worked a shift and failed to upload the shift record within that time period, please reach out to the Help Desk at ************* so that the shift can be re-opened and you can upload a worklog. With regard for time and trouble, per section 5.3 of the ShiftKey Terms of Service, if a facility cancels the shift within 2 hours of the start time, then you'll be compensated accordingly. If a facility, failed to properly cancel, then please reach out to the Help Desk at ************* so that the record can be updated accordingly and payment sent.
  
  With regards to the deactivated account, please provide any supporting documentation that you have around your attempts to properly cancel your shifts to ********************************** and our team will review this information.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already contacted appeals more than 30 times within the last month. All documents have already been submitted. No change, no response.

  Business Response

  Date: 02/21/2023

  Hello *******,
  
  According to our records, the appeals team investigated your appeals and reactivated your account on 2/15/23. If you have any additional questions please call us at ************* or visit ShiftKey.com and interact with one of our chat specialist.

• Initial Complaint

  Date:11/30/2022

  Type:Billing 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 worked Thanksgiving Day. I was to work 3p-6p. However, the facility asked me to work 6p-10:45p on another hall which I did. Shift Key is always trying to get us to be accommodating to the facilities even offering us providers a 50$ gift card if we worked on or a day or two after the holiday. I turned in my time and they still have not paid me the 7.5 hours I have worked yet. They have my time sheet and the facility called and let them know they asked me to work over. Not sure why it is taking them so long to figure it out. They did pay me but only paid me for 6 hours. I just would like them to pay me the full amount plus the 50$ gift card promised. Not sure why it takes 6 weeks to get but so be it.

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 9, 2022/12/16) */ Hello ********, Thank you for reaching out to us. We were able to get the pay corrected for the additional 2 hours and a payment was sent to you on 12/16/2022. As for the $50 gift card, this was sent to you on 12/2/22 by email. If you do not see it in your inbox please check your spam or junk folder. If you need any additional assistance, please reach out to us at (XXX)XXX-XXXX. Consumer Response /* (2000, 11, 2022/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Took numerous calls.. about 6 but they fixed it

• Initial Complaint

  Date:11/26/2022

  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 began working for shiftkey in feb 2019 I worked for awhile with no issues except having a horrible time getting my pay card and when I did finally get it it would only work for online purchases. But my issue came when I worked at ************************ in ******** **. They treated me awful from the moment I arrived and I was absolutely the only one who done anything all night and then at 5am they dumped a bunch of their ppl on me and they were a complete mess. One aide who was also shiftkey but had been a regular there for awhile came in the residents room I was working on am proceeding to talk awful to me bc I said I was not getting her up. I had just changed an dressed her bc she was a mess from not being touched all night but I was not gonna drag her out of bed when it would be 3 or 4 hours till breakfast I told them she's dressed an rdy all they have to do is walk her down. They threw a fit cussed an threatened me so I called the *** and the shiftkey help desk number just to let someone know bc the nurse refused to sign my sheet. This occurred the first week or so of March. I made countless calls an emails to the account manager **** and they literally never did anything and I still never got paid for that shift. Also several months later a facility in ********* reported me for stealing, shiftkey suspended me without even talking to me for a whole week while they investigated after looking at the video they seen it was my own personal supplies i buy an pay for to use for my patients so it was completely false I had not taken anything I was booked 6 shifts that week an had to loose them all for nothing. Shiftkey pays well but if you have a issue with or at a facility they will do nothing to help you. The so called account managers are usually rude and thats if you are ever able to get ahold of one. They say they don't have anything to do with it that we are independent contractors but they make a cut off every shift we work. Working for them was awful

  Business Response

  Date: 12/16/2022

  Hello Keyaira,
  
  Thank you for reaching out to us. According to our record a payment was sent to you on 12/5/2022 for this shift. If you have any additional question please call us at ************* or visit ShiftKey.com and interact with one of our chat specialist.