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:03/30/2023

  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 have been waiting for a medical bill to be paid since 12/10/2021. Each time I would receive a bill I was told that it was approved for sharing and that it was in a "que" for payment. Then I was told it was in a "batch." Somehow that sounded more promising as if it would be paid any day now. I would call the offices over and over and told that nobody could tell me when the bill would be paid and that nobody knew. Then they tried to explain it away as a software issue and that my bill was in a "backlog." I was also discouraged from paying the bill directly because then someone would have to reimburse me and that could take longer. When I received a letter threatening collections, I asked to speak to someone in management. They could only give me the mailing address of the billing department which they gave as ** *** *** *********** ** *****. The employees are trained to know nothing about anything except to say "I'm sorry, and I understand your frustration."

  Business Response

  Date: 04/06/2023

  We appreciate the time you’ve taken to express your
  concerns. Solidarity always seeks to serve its members in a faithful Christian
  manner in a spirit of solidarity and subsidiarity.
  
  Our
  records indicate that Member was correctly informed of the stages of processing
  on all (14) communications with our SHS Member Care Team.  All three (3) remaining needs have completed
  processing and are in “Batch” status or queue waiting for Matching Sharing
  funds through Monthly Voluntary Share Contributions (VMSC) from fellow Members.  Additionally, Member was properly informed
  waiting on Matching Sharing funds, but was specifically informed we DO NOT have
  a specific timeframe and that both Member and Provider will receive a copy of
  the Explanation of Sharing (EOS) once they are completed Sharing.
  
  Our
  Sharing Guidelines determine what medical expenses are shared among the members
  of Solidarity HealthShare.  All needs are
  completing and waiting to be matched with incoming sharing funds. Due to the
  varying number and size of each batch, we do not have an exact timeframe for
  the release of the batch containing your medical needs. Member informed our
  Member Care team on 01/26/2023 and even said she was in Collections—Member then
  informed Manager that she was NOT in Collections yet, but only Collections
  Threats--on 4th call within 24 hours 03/29-03/31/2023.  As early as 11/03/2022, was informed if Final
  Notice or Collection is an issue to please call in and we will assist with a
  3-Way call to provider and was assisted with for Member.
  
  There is
  a learning curve when switching from traditional insurance and healthcare
  sharing. If you need help understanding how Solidarity works or if you’d like a
  copy of our guidelines we are happy to walk you through either. We look forward
  to speaking with you soon.
  
  Please
  give us a call so we can walk you through the process and answer any questions.
  We can be reached at (844) 313-4999.  
  
  Sincerely,
  Solidarity
  HealthShare

• Initial Complaint

  Date:03/20/2023

  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 writing because of the denial of 13 reimbursement requests that I submitted to Solidarity Healthshare. 8 of these bills are as follows and were ALL submitted on 12/29/22 and 12/30/22:
  
  Fresh Perspectives Counseling:
  DOS 1/10/22, $115
  DOS 1/20/22, $115
  DOS 1/27/22, $115
  DOS 3/12/22, $115
  DOS 6/18/22, $115
  Inspire Wellness:
  DOS 8/25/21, $429
  Practical Healing:
  DOS 3/4/22, $401.25
  DOS 3/18/22, $426.93
  
  These bills were submitted "late" (beyond their 3-month policy, which I was unaware of due to my life circumstances and because of what I feel were inadequate attempts to inform members), and that is the reason for the denial.
  
  I was very ill during this time frame, dealing with my husband wanting a divorce because of my illness, having a baby, moving twice, starting over with little belongings, trying to support my brother and mother also dealing with life crises, needing a car, and working as much as I could manage to support myself and my son. I received countless collections calls and balance bills because of Solidarity's untimely payment of my medical bills. It took a while to finally be able to take the few hours+days and time off work it required to submit these reimbursement requests.
  
  Another 5 bills:
  Marriage counseling, all 5 visits were together on one superbill that contained all coding and provider information required by Solidarity. It was submitted on 3/4/2022 ON TIME. Each visit was $130.
  
  The Relationship Center:
  DOS 1/13/22, 1/20/22, 1/27/22, 2/3/22, and 2/24/22
  
  Some of these are processed 2-3x with different submission dates, one there is no record of, and all state the wrong submission date.
  
  One final bill:
  Fresh Perspectives Counseling:
  DOS 10/6/2021, $115
  
  Noted as received on Nov. 17, 2021. I would like this to be refunded immediately also.
  
  They have notified me that some of these were lost, some again denied in response to an appeal I wrote to them.
  
  I am looking into legal counsel as well.
  
  Thank you, BBB, for posting my concerns.

  Business Response

  Date: 03/27/2023

  We appreciate hearing from our members and want to clarify
  how to make the most of your membership. 
  Moreover, we have sincere empathy for your family’s circumstances and
  will continue to pray for each of you.
  
  It seems like there may be some confusion concerning the
  status of your bills.  Our Sharing
  Guidelines determine what medical expenses are shared among the members of
  Solidarity HealthShare. There is a learning curve when switching from traditional
  insurance and healthcare sharing. If you need help understanding how Solidarity
  works or if you’d like a copy of our guidelines we are happy to walk you
  through either. We look forward to speaking with you soon.

  
  •          All 159+ needs for
  Teale on Membership processed less than 99 business days on average.  (34) Needs processed over 120 BDS (22%) &
  (125) Needs processed less than 120 BDS (78%)
  •          At least (16)
  Needs are missing an Approved Pre-Notification (PNT) & Clinicals to be
  considered for sharing—Many exceed to Timely Filing Limit (TFL).
  •          At least (4) were
  processed as ITM—Missing items needed for processing or TFL as well. (2) of
  these were on Denied Appeal Request Letter items 6 & 7.
  •          Membership had
  over 190 Needs process on average less than 114 business days.  (58) Needs processed over 120 BDS (30$) &
  (137) Needs processed less than 120 BDS (70%)
  •          Total Voluntary Monthly Share
  Contributions (VMSC)’S are less than $36,000 & family submitted over $400K
  for sharing & Fellow Member shared over $240K & also saved family &
  fellow                      sharing Members over $170K in overcharges from their providers.

  
  Please give us a call so we can walk you through the process
  and answer any questions clear up the confusion you may have. We can be
  reached at (844) 313-4999.   
  
  We also encourage members to check out our educational
  videos. ****************************************************************************************
  

  Sincerely, 
  Solidarity HealthShare

  Customer Answer

  Date: 03/27/2023

  Those statistics are nice but don't address the issue.

   

  If there are 16 bills that need prenotes, it would be nice to receive a list of what those are. I have been on the phone for hours with your staff and never received such a list, and every time I was notified that I needed a prenote I provided the necessary info right away. I'm willing to bet I already provided pre-note info for some of them, such as the acupuncture visits as well as TMS treatments. In addition, I have never needed a prenote for therapy visits in the past, and yet my marriage counseling visits are coded as requiring prenotes. It appears that things are not coded correctly, and I would appreciate a full review of dates and information lacking.

  Business Response

  Date: 03/27/2023

  These
  shared “statistics” are facts and do address many of the issues you are having
  with needs that have already been processed and not available for sharing as
  currently presented.  This is why the
  attachments were included and it would benefit you to read these and
  understand them so these issues you are having can be addressed further. 
  
  Each of
  these have already been shared and previously communicated on numerous Explanation
  of Sharing (EOS)’s Remark Codes giving you additional information and requests
  if you want them to be reconsidered for sharing.  These are also discussed in the Sharing
  Guidelines and attached Member Rights and Responsibilities section that need to
  be followed by ALL Solidarity HealthShare Members for needs to be considered
  for sharing. 
  
  Attached
  is a list of “issues”  that
  were previously provided on EOS’s ADDITIONAL
  FACTS & REMARK CODES FOR BENNETT.pdf along with items needed for
  Pre-Notifications (PNT)’s, etc.
  
  REMARK CODE:  35          PreNotification required but not
  obtained. 
                                        Please contact
  844.313.4999 to begin the PreNotification intake process. 
  
  REMARK CODE:  ITM
         There is not enough information provided
  on the submitted bill, therefore, we cannot consider it for sharing. 
                                        Please submit
  Provider Name, Provider Tax ID, Patient Name, Date(s) of Service, Charge
  Amount(s), Procedure CPT/Revenue code(s) and Diagnosis ICD 10 code(s).
                                        Please send the needed
  information to **************** or fax information to *************
                                        Bill will be
  reconsidered upon receipt of information.
  
  REMARK CODE:  11          Time limit for filing bill has expired
  
  Please work
  with our Member Care teams so we can walk you through the process and answer
  any other questions and clear up any confusion. We can be reached
  at (844) 313-4999.   
  
  We also
  encourage members to check out our educational videos. **************************************************************************************** 
  Sincerely, 
  Solidarity HealthShare

• Initial Complaint

  Date:03/14/2023

  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 was a member of Solidarity Healthshare from June 2020 thru August 2022, consistently paying my monthly membership fee of $249. Despite submitting all my bills to their member portal, many were 'lost' by their system. I emailed all of the 'lost ones' to them, and from that point forward started submitting bills BOTH to the portal AND via email (extra work that should not be necessary). ALL bills have ALL the information on them (CPT coding, ICD-10 codes etc) that are needed for processing or were submitted alongside bills that had that information (Ex:Venipuncture medical bill has codes on it, the lab processing bill itself does not because that's a third party - therefore bills were submitted together. I tried explaining this over and over).
  
  Solidarity also made an error where they entered the incorrect charge amount for a service, which amounted to a $300 difference (that they owe me). I emailed about that with supporting evidence on December 17th, 2023 and still have not heard back (attached emails/error doc).
  
  I have kept diligent track of all of my bills via my own personal excel spreadsheets. I've sent these to Solidarity, made numerous calls and sent many emails trying to get this sorted out. I just sent another email today with the spreadsheets attached and also took the time to upload ALL of the original bills to a google drive folder for them (so that Solidarity cannot claim they do not have them and are unable to process them. Essentially this means I have now submitted the bills a THIRD time/avenue).
  Year 1 (June 2020) - May 2021) - $1988.69
  Year 2 (June 2021-May 2022) - $644.70
  TOTAL: $2,633.39 UNPAID BILLS
  
  When I left Solidarity due to all of these issues, I received IN WRITING notice that these bills would continue to be processed after voluntary withdrawal from membership (attached). It is now March 2023 and these bills have still not been paid.
  
  I can provide further evidence if need be.

  Business Response

  Date: 03/27/2023

  Solidarity always seeks to serve its members in a faithful
  Christian manner in a spirit of solidarity and subsidiarity.
  
  Our Member Care team has attempted to discuss and have been
  unable to connect and your voicemail box said it was full, so we were unable to
  leave you a voicemail.  Thank you for your
  Membership’s Voluntary Monthly Share Contributions (VMSC)’s over $3,800 to help
  fellow Sharing Members with their healthcare needs. These fellow Sharing Members
  helped process over $31,000 in submitted medical needs for you Membership and
  saving another $2,000 in overcharges from your providers. 
  
  Both LabCorp and Quest Diagnostic (aka Ameripath) are
  Solidarity Preferred Providers who will bill us directly at the fair and just
  price if you provide them with the information found on the back of your
  membership card. As a part of our ministry, we work with our members' providers
  to encourage billing at fair and just prices through a reference-based pricing
  model and solve the healthcare industry-wide problem of overbilling.  When Preferred Providers bill us directly the
  processing time is greatly reduced due to the providers sending us all
  information, we need to process a bill and billing us at agreed upon rates. All
  needs on your Membership processed on average of less than 96 business days—(19)
  needs over 120 BDS & (61) needs less than 120 BDS.
  
  Please note we updated the Solidarity HealthShare Sharing
  Guidelines when we launched Solidarity ONE, in November of 2021. The original
  email communication announcing the new program does not mention that change
  specifically, but we did send another email on 2/3/2022 that highlighted all
  the changes to the updated guidelines, including the Timely Submission of Needs
  (Section VII.C.2) or timely filing limit (TFL) being added.
  
  Please give us a call so we can walk you through the
  process and answer any questions clear up the confusion you may have. We can be
  reached at (844) 313-4999.
  
  Sincerely,
  Solidarity HealthShare

  Customer Answer

  Date: 03/30/2023

  This has not been resolved. Solidarity tried to reach me ONCE and then sent an email with many irrelevant details to the issues, including 20 attachments of random, unnecessary documents. In their summary, they noted that some bills have been 'found and are processing' within 120 days. 120 days processing time is unacceptable given that the majority of those bills were submitted in 2021 and it is far past 120 days now that we are in 2023. Countless attempts have been made to get these processed.  I want these processed within 30 days (meaning I have a check in hand within 30 days). That is an acceptable resolution at this point.  

  However, several bills are noted as 'missing info' or 'No correlating document found.' This is extremely frustrating as I even went *above and beyond* and created a Google drive folder with ALL of these bills in them (even though they were already submitted to Solidarity via their Portal system and via email). So Solidarity has access to all of these bills in THREE different places. Some of the bills have their corresponding ICD-10 or CPT codes on the provider's bill NOT the 3rd party laboratory bill. I noted several times that those needed to be processed TOGETHER - there is NO MISSING INFO.  I want acknowledgement that every single bill that is missing has been 'found' and is being processed. 

  Solidarity is claiming that they are a preferred partner and that they bill Labcorp directly to achieve the best rates - otherwise they will 'reprice your bills to a fair amount'. My bills were going to collections because Solidarity was not paying them, so NO, letting Solidarity pay them directly was NOT a true option. If Solidarity chooses to reprice my LabCorp bills and diminish the amount due to me, I will be filing an additional BBB complaint about this. I expect to see those processed at the same amount that I paid - because Solidarity put me in the situation where they needed to be paid or else they'd go to collections. 

  Business Response

  Date: 04/08/2023

  We are committed to serving you even as a past member.  Our Sharing Guidelines determine what medical
  expenses are shared among the Sharing members of Solidarity HealthShare.
  Medical expenses that conflict with Catholic moral teachings is not shared,
  protecting the consciences of all members and this includes needs submitted
  incomplete or missing codes, etc. or Pre-Notifications (PNT)’s and Clinicals
  when needed.  Please continue to follow
  instructions provided by our Member Care Teams regarding any missing items or
  needs submitted piecemeal that may not all be discovered by our billing team. 
  
  Since SHS does not “pay bills” we help facilitate sharing of
  our Sharing community, we wanted to add clarity.  Every Member both initials and signs that
  they have received, read, and understand the SHS Sharing Guidelines and the
  Member Rights & Responsibilities of their Membership.  From the cover of the Sharing Guidelines and
  explained on back of Member ID Card and each Explanation of Sharing (EOS) that
  is sent out shares, “ATTENTION: This program is not an insurance company nor is
  it offered through an insurance company. This program does not guarantee or
  promise that your medical bills will be paid or assigned to others for payment.
  Whether anyone chooses to pay your medical bills will be totally voluntary. As
  such, this program should never be considered as a substitute for an insurance
  policy. Whether you receive any payments for medical expenses and whether or
  not this program continues to operate, you are always liable for any unpaid
  bills.” 
  
  A Charitable Exemption has been made for your needs--Section
  VI. A. (p. 9) in the Sharing Guidelines says: "Only Sharing Members with
  an active Membership will have their Eligible Medical Expenses Shared.”
  
  Please give us a call so we can walk you through the process
  and answer any questions clear up the confusion you may have. We can be reached
  at (844) 313-4999.  
  
  Sincerely,
  Solidarity HealthShare

  Customer Answer

  Date: 04/27/2023

  This response from Solidarity is not satisfactory and honestly has nothing to do with my complaint.
  -None of my medical expenses conflict with Catholic moral teaching. 
  -All necessary documentation has been 1) uploaded in the Solidarity portal 2) emailed to Solidarity as attachments 3)Been made available via an organized Google Drive Folder. There is NO excuse for them to say they don't have the necessary information for bills that were sent in now TWO years ago. 
  -I have requested an update from Solidarity twice now regarding the status of my unprocessed/unpaid bills on 3/30/23 and 4/13/23 and have received no response from them. (See attached)
  -Solidarity makes it sound like other members ‘choose’ to share into your bills. This is FALSE. We as members have no control over choosing who our monthly contribution goes to. We pay the fee Solidarity requires, and Solidarity has FULL CONTROL over whose bills get paid. 
  -I was promised both verbally and in writing that Solidarity DOES share into any bills that were submitted while one was a member - even if one voluntarily chooses to end their membership - not as a ‘charitable exception’ but as a FACT. (Attached is my email asking for clarification in the membership guidelines about this, and Solidarity’s response. Note that Solidarity said NOTHING about Section VI that they are now choosing to mention to BBB). So did they recently sneak that into the ‘Guidelines’ to try and rid themselves of financial responsibility that they PROMISED to former members? That is extremely unethical! 

  
  The ONLY acceptable resolution is for all of my bills that have NOT been processed/paid (as laid out in the original complaint) are processed within 30 days (meaning I have a check in hand within 30 days). I want a written email update from Solidarity confirming that all of the unpaid/missing bills are processed and that checks have been mailed. 

• Initial Complaint

  Date:03/09/2023

  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.

  Solidarity will not process claims for two of my children, ****** and ******, for service date 12/11/2021 due to what they say is untimely filing. I have provided evidence to them, that they pre-approved over the phone, showing that the claims were filed within 90 days of the service date. The evidence was a screen shot of Preferred Pediatrics Billing internal record system showing they filed the claim on 12/14/21. A paper copy on 1/24/23 and an emailed copy on 2/1/23 were both sent. When I called to inquire about the receipt of these documents I was told that they would reject the evidence, saying it did not show Preferred Pediatrics had processed the claim. I called and resubmitted the evidence via email in addition to a bill that showed Preferred Pediatrics had submitted a claim to Solidarity for service date 12/11/21. When I called today, they say they are still processing.
  
  These charges are part of a bill that was sent to collection by Preferred Pediatrics because Solidarity took 18 months to process other claims they had been sent. Because we have a bill in collections we cannot see our pediatrician and cannot get needed referrals for my special needs daughter to get physical and speech therapy.

  Business Response

  Date: 03/16/2023

  We
  appreciate the time you’ve taken to express your concerns. Solidarity always
  seeks to serve its members in a faithful Christian manner in a spirit of
  solidarity and subsidiarity.
  
  Thank
  you for providing the additional information allowing us to reprocess these
  needs for your family.  These were both
  submitted for reprocessing on 02/16/2023 with receipt of the updated
  information.  TASK ID # ************* ******** * ************* ** ********** ********—expected reprocessing time
  is approximately 45 business days.  All
  needs on Membership processed less than 104 Business Days on average.      
  
  As we shared
  earlier, with regards to your credit score, if this has been reduced we are sorry.  Your provider was aware that the two needs
  were not received originally and they were processed according to the 8/2022
  submitted dates.  This is also on the information you provided and they should be reasonable and accommodate your family.  Again, please send us
  the information showing your credit score being affected by these bills and our
  AMPS Advocacy team [email protected] and Member Care Teams will help support you in correcting it.  We want to resolve your concerns as quickly
  as possible and our AMPS team has not received the information yet since instructions
  were shared 01/06/2023 via email & 01/10/2023 on this forum.  We can be reached at (844) 313-4999.  
  
  Sincerely,
  
  Solidarity
  HealthShare

  Customer Answer

  Date: 03/17/2023

  Solidarity has not resolved my complaint, they have not processed claims sent by the service provider Preferred Pediatrics for service date 12/11/21. Solidarity stated: "Your provider was aware that the two needs were not received originally and they were processed according to the 8/2022 submitted dates." How do you know my provider was aware that the two needs were not received originally? I checked my credit score today and it does not show any bills in collections recorded. The overall score no longer seems effected. Did Solidarity's AMPS team correct my credit report? This situation is Solidarity's word against the word of the billing department at Preferred Pediatrics and the customer (me and my family) are caught in the middle. The issue with this situation was completely out of my control, yet I am being penalized for it. The evidence that Preferred Pediatrics submitted to me and I then submitted to Solidarity and the BBB as evidence, show that Preferred Pediatrics submitted claims to Solidarity within the 90 days timely filing window on 12/14/21. Solidarity says they did not receive this claim, but Preferred Pediatrics says they sent it. The charges on this service date from Preferred Pediatrics were on a bill that was sent to collections. This Preferred Pediatrics bill was submitted to BBB on orange paper. Recently, 1/23/23, Solidarity processed the majority of the claims on this bill. Some of these claims were 20 months old. The two claims for 12/11/21 are the last items remaining on this bill, according to the billing department at Preferred Pediatrics whom I spoke to on 3/16/23. Because these bills were not processes in a timely way by Solidarity they were sent to collections and the collection agency has applied fees. Please see attached notice from the collection agency. I would like Solidarity to answer my above questions, to process the claims for Lenora and Oliver on 12/11/21 & to reconcile the fees with the collection agency for a $0 balance.

   

   

  Business Response

  Date: 03/27/2023

  Solidarity always seeks to serve its members in a faithful
  Christian manner in a spirit of solidarity and subsidiarity. We are committed
  to serving you even as a past member.
  
  Again, thank you for providing the additional information allowing us to
  reprocess these needs for your family.  These were both submitted for
  reprocessing on 02/16/2023 with receipt of the updated information.  TASK
  ID # ************* ******** * ************* ** ********** ********—and completed
  reprocessing and sharing on 03/24/2023.  All
  needs on your Membership processed less than 104 Business Days on
  average.  
  
  *****************  ********* ********** ** **** ****
  PAID                   12/11/2021        02/17/2022        03/17/2023       03/24/2023        42.00                   21.56
  
  *****************   ********* ********** ** **** ****
  PAID                   12/11/2021        02/17/2022       03/17/2023        03/24/2023        50.00                   22.96
  
  As we shared earlier, with regards to your credit score, if this has been
  reduced we are sorry.  Your provider was aware that the two needs were not
  received originally and they were processed according to the 8/2022 submitted
  dates.  This is also on the updated information you provided and they
  should be reasonable and accommodate your family.  Again, please send us
  the information showing your credit score being affected by these bills and our
  AMPS Advocacy team [email protected] will help support you in correcting it. 
  

  Fellow Sharing Members of the Solidarity HealthShare Mission do not
  share into any “collections fees” applied and these would be Member responsibility
  as they are unshareable.

  AMPS Advocacy Team:  855-201-1508,  AMPS FAX  ************* *******************. 
  Thank you for continuing to work with our AMPS Team!
  

  Sincerely,
  
  Solidarity HealthShare

  Customer Answer

  Date: 04/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  **** **** ********
   
  
   
  

• Initial Complaint

  Date:03/07/2023

  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.

  Solidarity Healthshare has told me that they have paid my bills from my son’s birth but the hospital is claiming they have not and sending me to a collection agency. Additionally, my son’s pediatrician has informed me that Solidarity has paid nothing for the well visits in his first year of life but Solidarity is listing these bills as paid.
  Date of transaction of largest amount: 4/27-4/29/2021
  Amount paid: my annual unshared amount which was $1500 and my monthly payment
  Solidarity committed to being a health share; we pay in and after our annual unshared amount is paid the rest would be shared among the members.
  What is being disputed is whether or not Solidarity made payments and whether they will in the future. Although I’ve been told my bills are being processed, they can give me no timeline.
  Bill #s: ***************** *** ***************** Numerous other ones from his well child visits.

  Business Response

  Date: 03/16/2023

  We appreciate the time you’ve taken to express your
  concerns. Solidarity always seeks to serve its members in a faithful Christian
  manner in a spirit of solidarity and subsidiarity.
  
  Our records indicate that need ************* was completed & batched
  on 06/13/2022 for the (FRVS) amount of $4,993.67.  If this is a Balance Bill, the established
  Balance Bill Process described on the final page of every Explanation of
  Sharing (EOS) will need to be initiated and followed.  We have requested a Check Tracer on this and
  for those to your pediatrician that claims they were “paid nothing”.  Three needs 221-185406-00, 221-192608-00,
  & 221-204487-00 have all completed processing and shared with matching
  sharing funds provided from fellow SHS Sharing Members in 2021 & 2022.  There are other needs completing processing also.   
  
  There
  does appear to be a “slices” matter being resolved on your Membership regarding
  the Membership changes from a single Membership, to a two-party Membership, and
  now a family Membership.  Each of these
  changes have a change in the Annual Unshared Amount (AUA) of $750, $1,500,
  & now $2,500 for your Solidarity Premier 03 Membership.  We will need to confirm all needs have been
  processed correctly or will complete correctly for your family’s
  Membership. 
  
  It will help to have specific Dates of Service (DOS),
  Provider information, and billed amounts to confirm the needs in question are
  properly addressed.  Needs are completed
  in order received to share with Matching Sharing funds.  Unfortunately, we do not have specific dates
  to relay to our Members.  Need ************* is completing processing and waiting for matching sharing funds.  There appear to be four other pediatrician
  needs in various stages of processing and waiting on matching sharing funds.
  
  Please give us a call so we can walk you through the process
  and answer any questions clear up the confusion you may have. We can be reached
  at (844) 313-4999.  
  Sincerely,
  Solidarity HealthShare

  Customer Answer

  Date: 03/17/2023

  I have already begun the process of resolving balance bills with AMPS and that is part of my original complaint. I have been sent to three debt collectors for an amount of about $1500-$10,000.  It has been two years and AMPS keeps asking for itemized bills that I have already sent in. Nothing seems to be getting resolved. I’m not sure what is meant by “splicing”, but the rates and times for adding members is confusing. I don’t understand why having a baby affects bills sent in prior to the birth. The pediatrician bills have been processing for two years which is a problem in itself and I can see why my pediatrician would say they have received nothing.I’ve reached out many times, sent in all info asked for, resent it and yet my bills remain in processing; therefore my complaint is unresolved.

  Business Response

  Date: 03/27/2023

  Again, we appreciate hearing
  from our members and want to clarify how to make the most of your
  membership.  Solidarity always seeks to serve its members in a faithful
  Christian manner in a spirit of solidarity and subsidiarity.

  We are glad to hear you are in this
  “fight against the tyrannical health system” we are experiencing.  As a
  part of our ministry, we work with our members' providers to encourage billing
  at fair and just prices through a reference-based pricing model and solve the
  healthcare industry-wide problem of overbilling.  Unfortunately, you have experienced this unjust
  practice in the healthcare industry. 
  Please continue to work with our AMPS
  Team on these as they have already been completed and shared at the Fair and
  Reasonable Value of Service (FRVS) and they may be continuing to attempt to
  overcharge your family. Keep in communication with AMPS Advocacy and they may
  be able to assist you with credit repair if your provider continues to violate
  Fair Debt Collection Practices Act of the Federal Trade Commission (FTC). 
  
  AMPS:  855-201-1508, 
  **** ***  ************* ********************   ******** ***** * **************************************
  
  We also encourage members to check out
  our educational videos. ****************************************************************************************
  
  Don’t worry about the term “SLICES” it is
  for internal use and our software teams are working on the resolution for you
  Membership so it is properly updated and the needs that need to be reprocessed
  can complete correctly for you.  This
  affects how you Annual Unshared Amount (AUA) is calculated correctly—Single, v.
  Two-Member v. Family Membership AUA’s--$750-$1,500-$2,500.

  There is a learning curve when
  switching from traditional insurance and healthcare sharing. Please give us a call so we can
  walk you through the process and answer any questions clear up the confusion
  you may have. We can be reached at (844)
  313-4999. 

  Sincerely, 
  Solidarity HealthShare

• Initial Complaint

  Date:03/01/2023

  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 filed a BBB complaint for these same issues on July 23, 2022. In response, Solidarity began paying bills they were responsible for, but stopped as soon as the complaint was closed.
  
  To date, they still owe me $940 in reimbursements from 2019, which have "been in process" for months.
  They owe $1725 to a collection agency, and $800 to another. Both of these are negatively affecting my credit. They are from services in 2021.
  
  I have emailed them repeatedly on these matters. They give me the runaround. They told the original providers for the bills that got sent to collections that my son was not covered during the time of service. This is verifiably untrue. They have confirmed multiple times to me that they have everything they need, yet they do not pay the bills.
  
  I need this matter resolved, not to be told over and over that it is in process. Frankly, I think they should have to compensate me for affecting my credit.

  Business Response

  Date: 03/07/2023

  We appreciate the time you’ve taken to express your
  concerns.  We do see that all of your
  submitted needs have completed processing for sharing and the last submitted
  needs are those being reprocessed with updated coding are in final status only
  waiting for matching Sharing funds.   It
  appears that you are referring to Balance Bills that are being worked with our
  AMPS team.
  
  As a part of our ministry, we work with our members'
  providers to encourage billing at fair and just prices through a
  reference-based pricing model and solve the healthcare industry-wide problem of
  overbilling.  Unfortunately, you have
  experienced this unjust practice in the healthcare industry. 
  
  Please continue to work with our AMPS Team on these as they
  have already been completed and shared at the Fair and Reasonable Value of
  Service (FRVS) and they may be continuing to attempt to overcharge your
  family.   If these bills are not
  affecting credit and only in collections your bills will need to follow the
  dispute process.  Keep in communication
  with AMPS Advocacy and they may be able to assist you with credit repair if
  your provider continues to violate Fair Debt Collection Practices Act of the
  Federal Trade Commission (FTC) with continued FDCPA violations. 
  
  AMPS Advocacy Team: 
  855-201-1508,  AMPS FAX  ************* ********************
  
  There is a learning curve when switching from traditional
  insurance and healthcare sharing. If you need help understanding how Solidarity
  works or if you’d like a copy of our guidelines we are happy to walk you
  through either. We look forward to speaking with you soon.  Proactive Advocacy Video - **************************************  
  We also encourage members to check out our educational
  videos. ****************************************************************************************
  
  Sincerely,
  Solidarity HealthShare

  Customer Answer

  Date: 03/14/2023

  Attached is my response. 

  Business Response

  Date: 03/14/2023

  SHS
  DOES NOT PAY BILLS.  WE HELP
  FACILITATE THE SHARING OF PEER TO PEER SHARING FROM OTHER SHARING MEMBERS
  FOR ELIGIBLE NEEDS
  THESE WERE SHARED TO FAIR
  & REASONABLE VALUE OF SERVICE (FRVS) ON 06/02/2022 & 04/27/2022
  RESPECTIVELY—THEY ARE ACTIVE BALANCE BILLS
  SHS IS NOT INSURANCE AND THERE IN NO COVERAGE.
  FROM THE COVER OF SHS
  SHARING GUIDELINES READS, “ATTENTION: This program is not an insurance
  company nor is it offered through an insurance company. This program does not
  guarantee or promise that your medical bills will be paid or assigned to others
  for payment. Whether anyone chooses to pay your medical bills will be totally
  voluntary. As such, this program should never be considered as a substitute for
  an insurance policy. Whether you receive any payments for medical expenses and
  whether or not this program continues to operate, you are always liable for any
  unpaid bills.”
  MEMBER
  CAN REQUEST ASSISTANCE WITH OUR AMPS ADVOCACY TEAM FOR HELP WITH CREDIT
  REPAIR DUE TO FDCPA VIOLATIONS FROM THEIR PROVIDER/COLLECTIONS AGENCY AND
  MEMBER NOT PAYING MEMBER RESPONSIBILITY
  
  Desired Settlement: 
  THREE
  REMAINING NEEDS FOR TOTAL OF $940 ARE COMPLETING REPROCESSING WITH UPDATED
  ICD10 CODES.  THEY WERE ORIGINALLY
  INELLIGIBLE WITH THE CODES THEIR PROVIDER HAD SUBMITTED.
  THESE WILL FINISH
  BATCHING WITH AVAILABLE SHARING FUNDS FROM OTHER SHARING MEMBERS IN ORDER
  RECEIVED
  THESE COMPLETED PROCESSING ORIGINALLY ON 04/26/2021,
  & ANOTHER THAT WAS NEVER SUBMITTED IN 2019 WAS RECEIVED ON 08/06/2022 FOR
  PROCESSING WITH THE SAME UPDATED ICD10 CODES AS THE OTHERS
  THESE
  ARE ACTIVE BALANCE BILLS THAT MEMBER NEEDS TO BE COMPLIANT WITH THE
  BALANCE BILL PROCESS
  AND CONTINUE TO WORK
  WITH AMPS ADVOCACY TEAM
  THESE ******* * ******* WERE SHARED TO FAIR &
  REASONABLE VALUE OF SERVICE (FRVS) ON 06/02/2022 & 04/27/2022 RESPECTIVELY
  THE
  $800 IS REFERRING TO AN INELLIGIBLE AMOUNT OF $800 OF MEMBER RESPONSIBILITY
  THAT IS NOT SHAREABLE ON NEED # 220-0000231545-02 THAT SHARED ON 11/23/2022

• Initial Complaint

  Date:02/23/2023

  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.

  This organization, although in theory contains principles that are worthy of consideration from a consumer, does not have the proper organization nor has it had the worthwhile preparation for their recent technological shift. This has negatively influenced my family, to the point of choosing to depart the voluntary participation. Among the issues we've experienced, are the following: (1) Bills which were not processed in a timely fashion, now at collections. (2) Bills that, after myself, SHS and the provider communicated the error in filing, were denied by SHS and will need to be handled by their secondary organization. (3) No clarity on when a bill will be processed. (Bills, as far back as September of 2021). (4) A Substantial amount of time on the part of the member to call SHS, call the provider, talk to amps, etc. This didn't use to be so. (5) We have had to effectively be the employee (unpaid, and not legally so) of SHS to get these bills resolved by tracking, organizing, following-up, etc. Simply put, the primary issue with this organization is that it has not substantially provided an action plan for resolution of the major shift they made. While I have heard and read several remarks from them, it doesn't assure the consumer that they will not be found with major credit issues, major bills, and debt that, for all intents and purposes, should be handled by SHS. It is a model I believe in, but the unfortunate manner in which it's being implemented is driving us away and to other organizations. I do not recommend SHS, in the current state, to anyone. I do hope, however that this is resolved for the sake of the organization and its members.

  Business Response

  Date: 03/03/2023

  Solidarity always seeks to serve its members in a faithful Christian manner in a spirit of solidarity and subsidiarity. We are sorry to see you go. We remain committed to you even as a past member.   

  Please continue to keep working with our team to share in your outstanding eligible medical needs according to our Sharing Guidelines.   

  For any additional support we can be reached at **************.

  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:02/19/2023

  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.

  Solidiarity utilizes a modified "Ponzi" scheme. They collect premiums monthly which they depend on to keep the scheme going. They either delay payments to health practitioners (in our case, over 20 months), or refuse to pay them altogether. When they finally due pay out claims, they use a term they call "repricing". They change the claim from the actual amount to a lower amount, usually less than 30% of the original claim. This results in the deductible being 3-5 times higher than it actually is, thus delaying payouts even further. By this time, more claims have arisen, and the customer is either paying the majority of the claims themselves, or they are in collections or even bankruptcy. In our case, in the year 2021, my wife had $6,252 in claims, and they counted only $2,088 (33%). In my case, $11,133 in claims, and they counted only $980. (9%). In short, the total they paid was 18%.They were particularly slow paying when the amounts exceeded $500. It took until last week (Feb. 2023) to receive a payment on a claim from August of 2021. Several other claims from an earlier date were deemed ineligible due to failure to file a claim, despite our proof that they were filed timely. During this time, they wrote us e-mails telling us "Please do NOT enter into a payment plan with ** as we discussed on the phone, but instead, as soon as you receive the *** for the following bills, send them to AMPS as soon as possible". AMPS is their "subcontractor" which they send claims to after they have denied most of the claim. (In many cases, their "repricing" was less than 25% of the bill). It works like this - they don't send you the *** (what they call their "Explanation of Sharing") for months after you've incurred the bill. They expect the provider to wait that long without attempting collections. Then AMPS tries to "hard-ball" negotiate with your provider. Result - you end up in Collection long before they pay. This is a "Catholic" SCAM. STAY AWAY!

  Business Response

  Date: 03/03/2023

  Solidarity always seeks to serve its members in a faithful Christian manner in a spirit of solidarity and subsidiarity. We are grateful for you as a member and desire to facilitate sharing your eligible medical bills.

  Solidarity HealthShare is not insurance. We are a healthcare sharing ministry which facilitates member to member sharing of eligible medical expenses according to our Sharing Guidelines.  We are committed to being a good ******* of the voluntary contributions our members make every month to share the communities' eligible medical expenses.  

  In the medical industry, there are providers that charge fair and just amounts and providers that do not.  This is not something that only our members face, but over-charging, balance billing, and threatening and sending patients to collections is a healthcare industry wide problem.  When services are repriced through the reference based pricing services, this is based on data to facilitate fair and just sharing.  We stand by our members to defend our just pricing, but it is equally important for our members to work with us and follow our processes to obtain an effective and efficient experience.    

  We desire all our member to seek services of good providers charging fair and just rates.  In the future please consider reaching out to us for providers that *** provide you and your family a better experience.   

  Please keep working with us and our team to resolve any further concerns.  For any additional support we can be reached at **************.

  Sincerely, 
  
  Solidarity HealthShare

  Customer Answer

  Date: 03/03/2023

  We understand that your opinion is that the medical industry overcharges - but that is irrelevant to the contract we have with you.
  
  

  Our agreement is that we pay you monthly, and you pay our medical costs with a $1500 deductible.  "Repricing" a bill to 20-30% of the original amount and then paying only part of the bill is a violation of our contract.  Worse, it is a violation of the Christian principles that you advocate.  Paying part of an obligation and leaving the rest unpaid is stealing.  

  Business Response

  Date: 03/07/2023

  Tell usAs a reminder of what was discussed over the phone and multiple emails is that Solidarity HealthShare is NOT insurance.  This is on the cover of our *** Sharing Guidelines (attached), on the back of your Member ID Card, and it reads the same on every Explanation of Sharing (EOS) that has been sent to you for every need processed.
  
  There is NO Contract to be a Member of Solidarity HealthShare.  Members make Voluntary Monthly Share Contributions (VMSC)s and ALL have agreed to follow the *** Sharing Guidelines to share into one anothers eligible medical needs.
  
  Again, *** does not have any Deductible as we have discussed and informed and recommended additional training for your family to best understand and enjoy their Membership in our HealthShare and ministry.  As a part of our ministry, we work with our members' providers to encourage billing at fair and just prices through a reference-based pricing model and solve the healthcare industry-wide problem of overbilling.  Unfortunately, you have experienced this unjust practice in the healthcare industry. 

  In these situations, the cash pay patient or the healthcare sharing ministry member has two choices: pay the outrageous amount, which would cause the monthly contributions to increase dramatically, or fight for fair and just pricing in healthcare.  In your case, our members shared the fair and just price, and your provider may choose to balance bill the overbilling amount.  At Solidarity, we are committed to working with our members to help make healthcare costs affordable and to be good stewards for all our members without violating our conscience even when our members experience this overcharging from their providers who are comfortable doing so.

  There is a learning curve when switching from traditional insurance and healthcare sharing. If you need help understanding how Solidarity works we are available for training.

  Sincerely, 
  Solidarity HealthShare why here...

• Initial Complaint

  Date:02/06/2023

  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 selected Solidarity Healthcare (*****, **) as my health care provider in 2019 and pay them $312.00 per month-they do not pay any of my medical bills. I have outstanding medical bills from 11/18/2021, June 2022 and most importantly a large bill from 4/19/2022 which remain unpaid. I have had to pay the providers myself and am seeking reimbursement, no provider will wait a year to be paid for their services, I was facing collection threats. I feel this company has not been honest about paying-when I call, which has been multiple times, I get excuses but never money-things like "we went to a new computer system and we're behind" or "we have to collect our monthly contributions and then we will pay you" but never any monies coming forth. I am retired, I cannot pay bills and wait 6-8-10-12-plus months for reimbursement. I feel like they are a fraud and scamming people.

  Business Response

  Date: 02/08/2023

  Solidarity always seeks to serve its members in a faithful Christian manner in a spirit of solidarity and subsidiarity. We are committed to serving you as a member and desire to facilitate sharing your eligible medical bills.

  Solidarity HealthShare is not insurance, nor are we a healthcare provider.  We are a healthcare sharing ministry which facilitates member to member sharing of eligible medical expenses according to our Sharing Guidelines.  To clarify for you as a ministry, membership is voluntary and we do not enter into contracts with providers.  

  The large bill from 4/19/22 that you mention completed processing on 7/21/22, and an explanation of sharing was sent to you that communicated that further information was required to be shared. Also, according to our Sharing Guidelines a pre-notification was required for this procedure which was never communicated to Solidarity.  Upon the initial processing, we completed the required pre-notification on 7/18/22 for you.  Now having all the required information, we are re-processing and matching the sharing member to member funds for the eligible medical service.  

  Upon review of your membership, all the needs on your membership have either been shared or are completing being processed.  On average, all your needs have been processed in 76 business days.  3 of your needs were processed over 120 business days and 26 needs or 86% were shared in less than 120 days.  You are right that during the time of your membership, we have gone through software transitions which prolonged processing, but we have gotten through those organizational challenges and we remain committed to serving you as a member according to our Sharing Guidelines. 

  For any additional support we can be reached at **************.

  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:02/01/2023

  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.

  Paid for healthcare service on 12/1/2021 ($6,177.00) out of pocket because provider refused to work with health-share company. Health-share said bill would be paid promptly within 120 days and has failed to reimburse as of 2/1/2023.

  Business Response

  Date: 02/06/2023

  Solidarity always seeks to serve its members in a faithful Christian manner in a spirit of solidarity and subsidiarity. We are committed to serving you as a member and desire to facilitate sharing your eligible medical bills.

  We are sorry to hear that your provider was unwilling to work directly with Solidarity.   Many providers work directly with us and when they do it can speed the time of medical bill processing instead of placing that burden on you the patient.  Next time be sure to look into our care navigation team that can assist in choosing a more friendly provider. 

  The needs you mention are close to sharing.  120 business days is only an estimate of when sharing occurs when all information needed to share is obtained.   

  Upon review of your membership, all the needs on your membership have processed in less than 131 business days.   38% were processed over 120 and 62% were processed under 120.

  For any additional support we can be reached at **************.

  Sincerely, 
  
  Solidarity HealthShare

  Customer Answer

  Date: 02/07/2023

  Will approve response once **** has been shared. 

  Business Response

  Date: 02/15/2023

  You eligible medical bills are close to being shared.  Thank you for your patience as matching of funds and sharing takes place.   

  Sincerely, 

  Solidarity HealthShare