I’m a school nurse and requested medical records via fax regarding a student and had to go through this third party company, Sharecare. The initial request was 5/4 and I received a CD that was marked mailed 5/21 and arrived on 5/24. CDs are outdated technology and my computer doesn’t even have a disc drive. I tracked down a computer that could read the disc and it was password protected with no instructions included. I called customer service and the lady was very nice and tried to help. The normal password didn’t work so you know what she said? She said she’d fax it to me by the end of the business day. So, help me understand...I initially requested via fax for a return fax and instead you all spend money on mailing outdated technology that didn’t work and took 3 weeks to receive but then can just fax it after all? This was after 2 phone calls checking in, waiting for things to arrive. In this technological age, with secure fax and encrypted email, there is no reason why things should take 3 weeks. I understand you all deal with lots of types of records but there are lots of other technology options (fax, secure email, the cloud, flash drive, etc etc). And this was just a few pieces of paper so if you’re going to spend money mailing a package, mail paper copies and ditch the disc. This was very inefficient and time consuming. However, my feelings aside, this process delayed this child from getting medical care because we didn’t have important past records. You guys need to do better.

My husband has Alzheimer’s, I have breast cancer and I am his caregiver.He changed primary care doctor three months ago.We’re on social security alone.I can’t set him up with new primary until I send $18.56 to you.It’s been 3 months of him being in a medical limbo because of your requests.Please make response and action time possible for those who are having a difficult time.

This company is asking me to pay them to obtain MY medical records from a doctor’s office that sold out to a for-profit. Do you realize how absurd this is? Looks like another corrupt big business interfering where they don’t belong.

I have expressed disappointment and frustration with your company for months now. I needed these for a legal deposition pertaining to my health. I was told 2 weeks. I SUBMITTED MY REQUEST ON JUNE 15th! It is now August 9th and still dealing with this. I have paid what needs to be paid. No one actually reached out from the initial request to tell me that it was on hold due to $13 for the release. I WOULD HAVE PAID THAT AND MORE TO GET IT EXPEDITED. Yet, no communication. So I was ill prepared for my deposition because YOU GUYS can’t seem to do your job on any front. A manager was supposed to call me back after I had called in July, yet NO RESPONSE. They only way I can get ahold of anyone is through your Facebook?!I was told they would be emailed. I was sent links that DO NOT WORK. I have communicated this with your IT person. So they were to be mailed to me. Taking 2-8 days for delivery. IT HAS BEEN 18 DAYS.I need my medical records. It is as simple as that. And yet every single step of the way has been an atrocious experience. If I was not trapped into dealing with your abominable company, I would be simply done. However, this is the only option to get my records, per my doctor’s office.I have spent hours waiting on hold just for representatives to give me push back.Currently, it has been 25 minutes on hold. Just this ONE phone call.WHAT DO I HAVE TO DO TO GET MY MEDICAL RECORDS?!I really need to speak to someone that actually has the capacity to assist me.I cannot believe how inept this company is. Distasteful and a couple disaster.

Terrible. This place is putting lives at risk with their incompetence. Were dealing with my grandpas cancer and we didnt need the stress of dealing with sharecare too!

I have never dealt with such a horrible operation. Way over 5 weeks filled with promises and no solution. How basic can it get?

This lady name Diamond shouldnt even get a star. Very rude an unprofessional!

I would like the name and contact number from the owner of this company to discuss a on-going issue with your company for the past 3 months, rather than expose the company publicly, if you are interested?

Great efficient polite service. Mary is very quick to respond to your request.

No one answers any of the phone numbers on file. Probably because the are responsible for sooooo many people not getting their disability claims filed on time. Horrible business model and even worse execution. They are completely overwhelmed

I work in a law office and request medical records frequently. I have had nothing but positive experiences in dealing with Sharecare. The service is prompt, and any issue is resolved efficiently and completely. Operation Manager Kristine Clark has gone above and beyond to help with any issue or question Ive ever had. I wish all companies were as easy to work with!

Excellent service! Definitely recommend this company for medical records needs. thank you sharecare for all your help!

Terrible service. Had my paperwork for almost a week. Never called me even though they to the doctors office they would. Sat on hold to speak with someone who said that they had just received the paper work 15 minutes prior. I watch the lady at the doctor fax them almost a week ago. Then after I paid money was told that it would be another 7 to 10 days before they filled out the forms. This is crazy. Why even off the service if it is so slow. My surgery is in 5 days and waiting on this horrible service to process the paperwork and send to my employer to find out if I get approved. Im glad I am not dying waiting on this. They evidently do know that they play with peoples health by doing this. Terrible service.

I worked there for a few years... this company does not care about providing you good customer service at all.. I am telling you cause I got fired for spending a little more time in to trying to actually help the callers ... they want numbers and the employees are robots to them .. they just want you the callers off the phones in under 7 min ... yet how long do they put you on hold for? That’s cause they have to chat w another employee over chat... if you are lucky to get a so called supervisor call back .. (it’s not a supervisor I promise) it’s a employee posing as a supervisor cause the super visors don’t like to deal with you guys.

I want to know who thought this up..........talk about snail mail !!!!!!!!! Why in the world should it take a month to get records on a patient ??????? Records from a hospital or Doctors office here in Florida are sent to California, then Sharecare prints them and MAILS them back to us in Florida. These data services are making tons of money just pushing papers around. And on top of that, 10 phone calls have to be made before a live person actually answers the phone. I wonder if the doctors know what is going on with their patients records.......P.S..this wouldnt post unless I put 1 star......need I say more

My fiancé just spoke to a customer service representative. She’s been waiting for months for her records because the office decided to use this company because of covid. This lady told my fiancé over the phone that she has no rights to her own medical records, then hung up on her (after yelling at her). I don’t know what kind of scam this company is running but it is just awful, a bunch of lowlifes pretending to be humans.

I’ve been trying to get my Medical records since Jan. 19th, today is March 5. Horrible experience going through this. And yes, I have paid in advance for my electronic record. The id number and password are correct but it isn’t working. So I emailed about it with the link provided and not one person has called or emailed me back. It’s doubtful I will get my records in time to see my new physician.

I was trying to make a payment on my medical records but it said my invoice was not found. I tried calling 3 times but the hold times were outrageous. The live chat didnt work until the 3rd day. Finally I was able to get them to process a payment .I received my medical records for only 2 dos when I requested my entire file. They also sent the same dos medical record about 50 times. No phone number on the site to call them about this problem. Ridiculous.

Have you ever had a realization that a company was created just to make money and provide the least amount of service as possible? Well if you havent... this company should be at the top of the list for that type of experience. Calling is very much a waste of time. Their hold times are atrocious, dont even bother to call because the minutes you waste to speak with someone, you will never get that time back and you will need a stiff drink to deal with the frustration that it created. It kind of reminds me of when your appointment at the doctors office is at 10 a.m. but you have to wait that extra 60 mins or so to see the doctor. I did happen to get someone on the online chat support. That wait time was a little better but the experience is typically the same. I will have to have a conversation with my doctors office on why they have to have such a company that provides such a service. This is America, we can be better than this! 10 Thumbs down to this company! But I guess you get what you pay for.

If I could leave no stars I would. Worst ever. Like all the reviews say. I dont get this place. I have to call several times for work and you can hardly ever get a hold of anyone. Takes over 20 min and sometimes over 30 min with no answer. Email them and they respond with generic responses. I have a message for the owner. Fix it. Its unacceptable. If you care about customer support hire enough people to handle it. This is my first time leaving a Google review but Im so frustrated with this company I had too.

I am not impressed by this company at all. No person should wait over 2 hours to speak to a live agent. Their chart support service is not a useful. I will be reporting this company to the BBC. I wasted my valuable time being on hold. I ask for a call back but I never received a call back.!!!!!!! Whatever if sharecare is reading this, pls hired more people to answer the phones. My current wait time is 2 hrs and 20 minutes!!!

This place is a customer service nightmare. We all need to notify our providers of how bad this place is. Waited on hold for over an hour, selected the callback option and when I answered all I heard was “goodbye” and then hang up. It was the worst phone line I’ve ever called and my job includes a bunch of follow up for client’s medical records. Doctors don’t use this service! And patients caught in the void notify your provider of the TERRIBLE customer service!

The absolute worst approach to this service that I can imagine. I cant pay online because my invoice is not in the system (and never will be) because thats just how it works. At this stage Im not comfortable providing my payment info to this business in any format.

I had excellent customer service when I had trouble getting my medical record from my provider. Sharecare Health Data Services went the extra mile to chase down that medical record and make sure it was complete.

Wish I could give them a #ZERO. Waited an hour on the phone, never did get to speak with anyone. Sent an email, apparently 11 days later is an acceptable response time. They are so woefully substandard, reflects poorly on Sharps decision making process.

New comment:I was contacted by a staff member who took the time to listen to me and hear my concerns. She listened and she shared with me how she is working to improve some of the issues. The main issue, as I related to her, is the pricing points. Changing them is beyond her ability but she reassured me that she would take my concerns to people who can make the change. I am unwilling to give more than 2 stars until this issue is addressed. I did however give an additional star due to the conversation I had with the representative. I appreciate her concern and listening. I am hopeful that my concerns will be addressed at a higher level.I encourage everyone to contact them about your concerns so they will know how you fell about pricing and other issue.Original comment:ShareCare provides an unnecessary service that is intended to rip people off by thanking advantage of their medical situations by holding their federal benefits (FMLA) and any private benefits (disability claims) hostage until they are forced to pay ridiculous prices for paperwork to be completed. They don’t even do the work of figuring out what to put on the forms. They get them pre-filled from the doctors and then use cheesy computer programming to past text boxes into the scanned forms with the text typed.They took 4 weeks to fill out my forms, incorrectly, when the federal government holds me to a time line of 14 days to get the FMLA forms back to my employer. I complained about the pricing when I talked to them and they ignored my comments and questions about the pricing.I would give them a zero if it were possible. They should not be allowed to continue to rip off people in this manner. Health Care is already a headache and difficult to deal with and all they do is make it more difficult and more expensive than is necessary. Due to the quality of work I received and the fact that they were about two weeks late in getting the completed forms back to me I should not have paid anything. I should be receiving apologies, but they don’t care because there is no recourse I can take except to expose them for who they are.

I would not give any stars if at all possible. Its very evident when speaking with their office that they have no clue what theyre doing. Its takes an hour between hold times and speaking with an agent to get a 30 second answer. I would advise any provider to avoid them like the plague their money should be spent on an actually good company. They are un professional and not good at their jobs. I have clients complain to me about then daily.

If I could give them 0 stars I would. I urge these companies to please stop using them as a third party medical records service! I feel as if i have been bamboozled out of $60. My short term disability is dependent upon them and they are not doing their part to make sure my insurance company gets what they need. Everyone i have spoke to seems to not know whats going on with my paper work. Im having to cut sharecare out of this equation and get my medical records on my own and send it to my insurance directly. Sharecare, i want my refund. You have not did your part! Once again, i urge other companies to stop using them!!!!!! You will end up making your company look horrible!!!!

They take your money and forget about what they are supposed to do for that money .they lie .tell me on Monday paperwork will be sent Thursday .then no paperwork call next Monday they say its on the list to be sent today but no.wednesay .its still not sent .but its second on the list to be sent today .Im single .no spouse to help pay bills and Dr wont release me to go to work and these people jus dont care they got their money

Just terrible -every time

Wish you could give zero stars. They need to be shut down. Its almost as if they purposefully hire the least competent people they can find to work customer service. Usually have to hold for an hour to speak to one of their agents and they are usually zero help. Wish providers would wise up a little bit and get a service that knows how to do their job. 2 or 3 month turn around time and hours of calls shouldnt be required to get anything from them.

So I’ve been waiting for my medical records since August 23, it’s currently September 11. I’m requesting my records from VCC so I can switch drs before my son is born and was told to give them up to 15 calendar days, I called two weeks ago to check the status of my records. Instead of waiting on hold I chose the call back instead of waiting on hold. 2 hours later i get a call back and the operator was really nice. I verified my name and date of birth and she said she couldn’t find it and someone would call me back in 1-2 days to follow up. I never got a call back. So last week I call again (15 days is up) and again was told they couldn’t find it. So I was told I’d get a call in 1-2 days. I finally got a call today (4 days later) and when verifying my name and birthdate the operator says my birthdate is put as a day ahead. So I can expect a call in 1-2 days. I’m furious. I should have my records by now. I sent the request at 30 weeks pregnant and I’m now 33 weeks and still haven’t been able to switch my dr. It’s been 21 days since I put in the request.

If i could rate this joke of a company a zero I would!!! On two seperate occasions i have paid these people for there services and have been denied my FMLA due to my employer never getiing the paperwork back!! Absolutely Pathetic and forget calling or emailing them because they dont respond to those either!!

Worst service I believe I have dealt with. Took paper work to them that needed to go through them and then they send to doctor, they have 7 days to do this, mind you. Call them today, on the 6th day, this is their response; “ no sir paperwork has not been sent to dr, but it will definitely be done today or tomorrow at the latest”? What is the problem with these people? I pay them $30 the first time I did this and $15 the two subsequent times because this is how it has to be done before I can get my short term disability from hip replacement surgery and they just leave it lying around until the last possible day? I could have taken it to the dr and faxed it to my insurance company a week ago while they do heaven knows what?!They are rude, not helpful, and you pay out money for what? Someone to do what?

I never received information that my provider would use Sharecare to forward medical records. Got a bill 2 months ago. Ive called and been on hold 3 separate times for 20+ minutes each with no answer. When I try to pay online, it says the information doesnt match their records (the information is on the invoice). I cant seem to simply pay a bill with them. How awful and such a waste of time. I should start billing them for my time. I reported them to the FTC and HIPPA because this (as well as other google reviews) is not appropriate behavior for a company handling HIPAA covered information. Their website is even marked unsecure, but yet they take payments and allow you to access medical records? NOT legit.

I never personally contracted with this service, although I HAVE received an invoice. The only reason my records might have been requested was for an insurance policy application, which was denied, mid pandemic, for non-receipt of medical records.

This company is horrible. I do not understand why any healthcare provider would use them. We are forced to use Sharecare to request records for our personal injury clients. We submit our requests with all required information and the appropriate HIPAA authorization, we pay the invoice for the charge of the records as soon as we receive it, and we still do not receive records in a timely fashion. I requested AND PAID for records for a particular client back in September, and we still have not received them. On another client, we submitted the request and paid the invoice, and Sharecare just flat out lost our request and didnt tell us. If I could leave zero stars, I would.If you are a health care provider, DO NOT USE THIS COMPANY!

This company is a disgrace! My wife, prior to being discharged from Abrazo Arrowhead Hospital, requested that her diagnosis from her ER visit be forwarded to her PCP. Three weeks later we find out that Abrazo Patient Medical records is outsourced to a company in San Diego, and they couldn’t find her authorization. To make matters worse Abrazo Customerservice in Phoenix made her fill out additional paperwork and email it for approval. Once again Abrazo failed. They made her fill it out again with the Doctors fax number and date for approval.Bottom line, we will never go to Abrazo hospitals again for any reason!

Terrible organization!! Once you pay them the money they won’t do what they say. You’ll have to call them 10 to 20 times to try to get a hold of somebody to find out where your records are?? They make false promises. Don’t bother leaving a message they will never call you back I’m going to complain with the BBB This place is a racket!!!!!

Information was never sent but the bill got here in record time! Cannot get a live person. Cannot leave a voicemail after pressing 1 as the recording states. Two emails sent. Will get back to me ASAP. Its been 10 days since the SECOND email!

This company is the worst service that exists, I have more than 5 weeks requesting my record and still do not respond. Telephones is a waste of time and chat another loss, that irresponsibility. My son will be born in a few months and my doctor is still waiting for those records.

Very helpfully and very responsive.

The absolute worst! I dont know why companies continue to use them to provide information. IThey are usesless!

Today, an attorney in our firm called to ask about an excessive fee issue with an invoice and when he ask to speak to a supervisor or manager, a person named Steve U. advised that there were no supervisors nor managers that could help him and that there was nothing to discuss with them anyways, terrible service and terrible sense of professionalism.

Did not send my information in time and my FMLA was cancelled. Now I’m at risk for losing my job due to the unprofessional manner of this company.

The worst customer service or program to retrieve any source of data.

Treatment of staff is deplorable.

Unprofessional staff