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:01/18/2023

  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 cannot in good conscience recommend this company. They inaccurately processed not 1 bill but 8 bills for one of my children. I caught the error after 1-2 bills were done wrong (they didnt notice)-but they continued to make the error multiple more times over the course of 2 months later [after I corrected them]. I alerted them by at least 11/1/22 (if not sooner) & here we are in the second half of Jan. 2023. They said my bills should be shared but they put them in the wrong AUA year so are saying I need to pay them when I don't. I met my AUA. I have emailed & called about this numerous times (at least 5 calls -too many emails to count b/c of the back and forth). One phone call was 2.5 hrs - Why can't they take the 2.5 hours they spent on the phone with me and go in the system and fix it? This is unreal, unprofessional, & not a way to run a company with integrity.They have not even come close to a resolution even after they have told me in writing that they fixed it (but it is NOT fixed). So not only are they taking MONTHS to fix the most basic error (& hold up multiple payments) BUT they treat me as the annoying one for contacting them about THEIR errors. The issues I described above don't even get into the fact that I have numerous other bills over the 120 day average for processing that have not been dealt with. Before they try to respond and say parts of my bills could be missing and delaying things - things are NOT missing. I have called to check that the bills have every needed piece of information. Nothing like this is holding up my bills. I don't want patronizing answers about how I don't understand their system. I want results - actions that involve processing and sharing into eligible bills speak much louder than words. This is resolved when checks are sent out.Attached are the dates of service for my child that were done wrong as well as the very old bills for me that have not processed - both need processed with checks going out to be resolved.

  Business Response

  Date: 01/25/2023

  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 for the incorrect processing of needs that you have experienced.  We acknowledge that this unique situation must be frustrating.  We stand with you and our team is committed to resolving this matter as soon as possible.

  Please understand that matching and sharing eligible medical expenses do not happen immediately, but know that we are working on correcting this as soon as possible for you.

  We are grateful for your family. For any additional support we can be reached at **************.

  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I have been enrolled in Solidarity HealthShare since July 2017, paying thousands of dollars since then to "share" medical expenses with other enrollees. In May 2021, I needed Physical Therapy and was advised by Solidarity personnel IN ADVANCE that I was eligible to have 6 sessions of PT at no additional cost to me, since I had met the annual deductible. I requested the names of PT entities that Solidarity HealthShare had preferred relationships with to avoid payment problems, and I worked with that company. Solidarity never paid the entity, and we were billed for (and we paid) for the PT services. We did not want our credit rating affected by Solidarity HealthShare's repeated failure to pay for services they agreed to cover, including an annual physical with my primary care physician on August 31, 2021, a Gynecologic Annual Exam on September 01, 2021, and a Routine Mammogram on November 04, 2021. Yesterday (January 17, 2023), more than 18 months after the PT dates of service and more than 16 months after the primary care date of service, I received a Solidarity HealthShare statement indicating that they had "Processed" a payment on November 01, 2022 to that PT entity for Date of Service 06-23-2021 and 06-30-2021 in the amount of $106.67 for each date. When I called to see about obtaining a refund from the PT entity, I was told that they NEVER RECEIVED THE 2 payments of $106.67 for the 06-23-2021 and 06-30-2021 Dates of Service. As well, my primary care physician was never paid for the annual physical exam on August 31, 2021. My husband has been informed repeatedly that the payment is in the queue, being "processed," but my doctor has not received the payment, and it was not even mentioned on this statement for payments "Processed" on November 01, 2022, for services provided in 2021. I have now been ON HOLD to speak with a Solidarity HealthShare representative for 59 minutes, and counting.

  Business Response

  Date: 01/25/2023

  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 and desire to facilitate sharing your eligible medical bills. 

  Regarding the PT visits you mentioned, the sharing was sent on Jan. 10, 2023 and it is important to allow time for mailing.  If the provider has not received the sharing dollars for those services please be sure to let us know.  Also to let you know, the mammogram and Gynecological Annual Exam have already been shared by Solidarity members too. 

  We also performed a review of your account and found the primary care visit bill.  This need is about to be shared.  

  For any additional questions or clarification we can be reached at **************.

  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:01/09/2023

  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.

  Solidarity Healthshare was a great option for us as Catholic small business owners...when we didn't need them for anything other than one annual wellness checkup. The second we actually needed to use them for real healthcare needs, we saw a different side. My husband and I have battled infertility for 11 years and I've endured 5 surgeries and undergone extensive tests/treatments to no avail. Solidarity said they were pro-fertility and would do whatever they could to support the restoration of my fertility, if any options were available. My Napro doctor and I looked at various treatments and instead of surgery, opted for physical therapy for my debilitating ovarian adhesions. It took one year (and dozens of emails, phone calls, etc.) to get Solidarity to approve this therapy for me. I even asked kindly for prompt reimbursement within 90 days of therapy (since it was a $10,000 treatment I paid out of pocket for) before going to receive it. This was approved and I was assured we would receive reimbursement without trouble. Not only is that NOT happening...but many bills to providers we've visited this last year are not being paid by Solidarity. Even *** **** ** ********* (where Naprotechnology was founded) won't even take them! I've had to pay out of pocket for everything (tens of thousands of dollars) and to beg them to reimburse our family. I've now heard hundreds of similar terrifying stories and can firmly say that the way this company is run is unethical. It's out of alignment with a Catholic worldview when it comes to business and customer service. I sincerely hope they change...I truly do. We need good Catholic healthcare options. But right now they are unfit to truly serve their clients and are an administrative mess that's hurting real families and businesses. We ended up getting traditional healthcare in the New Year and Solidarity staff told me that they technically don't need to reimburse me now since I don't pay them as a member. Coercian at it's finest.

  Business Response

  Date: 01/25/2023

  We are sorry for your difficulty conceiving. In a medical industry that is hostile to Hippocratic medicine, we stand by life affirming healthcare which is why our members share the procedures you received.We attempted to work with your provider to obtain a Single Case Agreement.Your provider declined to work with us causing you to pay up-front. We are sorry for the difficulty this has placed on you.

  In your case, there was a delay in sending the itemized bill which delayed the processing time. Obtaining this information is part of our process to share bills accurately for all our members. Solidarity follows industry leading standards for the sake of everyone in our community and just because a member asks to share into an eligible medical expense early, it would not be just to the rest of the community members to grant that request.

  There are Napro providers across the country that work directly with us to provide a seamless experience for members. The provider makes a big difference in having a good experience. It is unfortunate that your provider was unwilling to work with us. Solidarity will work with anyone to share eligible medical expenses, and we offer Care Navigation services to help direct members to healthcare providers who work with us to avoid the kind of experience you had.

  Our Guidelines VI.D state, "Eligible Medical Expenses while an Inactive Member will not be eligible for Sharing. "Monthly Share Amounts go directly to share eligible medical expenses every month which you can see in your portal. Membership is voluntary so  members can leave at any time. This guideline is to protect the members of the ministry to not have members obtaining large medical expenses and then simply leave the ministry, leaving the other members the burden to share. For you, we will share into your eligible medical expenses even when you become a past member. We appreciate the time you were a member and are grateful you received the life affirming care you were recommended.

  Customer Answer

  Date: 01/30/2023

  While I appreciate a response, I want others who read this to know that it was a rafted spin doctor PR response to shift blame, gaslight, and appear blameless. The provider wouldn't agree to a single case agreement because you wouldn't pay in advance - they were going to have to sit on the line to wait...and maybe never get paid, as MANY of your providers have experienced. Also, you are correct - there are *some* Napro docs who will accept Solidarity but isn't it saying something that the #1 facility where patients go won't? I also know that several who have taken you end up reversing on the decision years in after too many battles and non payment issues. I know of at least a dozen women whom have been left with medical bills in collections or who've been sued over your non payment of their legitimate bills. Nearly bankrupting families is unethical and from what I have seen, that's the level things need to escalate to to actually get a result/repayment. I submitted my providers bills as soon as they were made available. I actually called in and your staff told me there were errors with "codes". I had them open what I submitted and go over it in detail. What do you know? EVERYTHING THEY NEEDED WAS SUBMITTED and they proceeded then to blame a "third party" claims company who must have missed those details. We have then called several times about reimbursement, as I WAS TOLD THIS SPECIFIC CASE WOULD BE EXPEDITED. We have been told it's been processed and that it's all set for reimbursement but they can't cut the check yet. When my husband pressed on the reason for this, it was basically acknowledged that YOU DO NOT HAVE THE MONEY IN THE BANK TO REIMBURSE EVERYONE YOU JUSTLY OWE MONEY TO.

  Business Response

  Date: 02/02/2023

  This is not a SINGLE CASE AGREEMENT (SCA) situation because their provider refused to accommodate their request and refused to negotiate before procedure/treatment and work with Solidarity HealthShare (SHS).  Our provider relations (PR) team and AMPS attempted to get this shared into prior to the Date of Service (DOS).

  Member made the choice to move forward and were instructed well over a year ago of ALL ITEMS NEEDED ON ITEMIZED CODED BILL (IB) FOR SPEEDY PROCESSING AS WELL AS
  PRE-NOTIFICATION (PNT) & CLINICALS REQUEST MULTIPLE TIMES FOR OVER A
  YEAR—They overlooked these instructions and then SUBMITTED THE REQUEST FOR REIMBURSEMENT OF $6,500 MISSING THE CODES
  & INFORMATION NEEDED TO PROCESS QUICKLY OR AT ALL.

  Unfortunately, then blamed SHS for their refusing of provided instructions and the SHS SHARING GUIDELINES (attached).

  Member had needs missing many of the items required for processing (in multiple email & phone communications as well as Submit a Need page of Member Portal).  Their chief complaint has been the completed processing and sharing of their need for $6,500 was MISSING REQUIRED CODING WHEN SUBMITTED ORIGINALLY. 

  Further, the Members were informed for this specific procedure/treatment what was needed numerous times and multiple call logs and email records and other communications going back to late 2021 and they still ignored these helpful instructions then submitted the need incompletely and it was not able to be processed at all or timely for reimbursement until they provided the missing information.

  MEMBER
  HAS BEEN PROPERLY INFORMED OF HOW THEIR HEALTHSHARE WORKS AND SHS SHARING
  GUIDELINES. 
  

  MEMBER
  ID CARD, EVERY EXPLANATION OF SHARING (EOS) THAT IS SENT OUT, & FRONT PAGE
  OF SHS SHARING GUIDELINES INFORMS AND SHARES, “Have questions?  We can
  help! If you have any questions regarding the healthcare sharing ministry, you
  can contact the Member Care Team at ***************************** or 844-313-4999.

• Initial Complaint

  Date:01/04/2023

  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.

  My family has been part of Solidarity Healthshare for about 4-5 years. I estimate that we have collectively paid between $20,000-$30,000 in our monthly share amount over that timeframe. In the first few years, it was a backup plan in case of job loss, so we didn't have any claims as the primary insurance covered it. It started to become necessary to use in 2021. The rates have understandably risen over that time, and the current total fees by Solidarity are 53% of our monthly payment. We have repeatedly had bills extending past when Solidarity says that they will process them. They say that they will process bills in 120 days in one conversation but 180 days in another. Numerous bills have begun to go to collections due to their failure to process. We have worked with the collections agency who has been tolerant of the information we receive from Solidarity about their statement to pay, but Solidarity still failed to deliver. We currently have $37,722 in bills showing in process of which $37,169 is past 6 months old with the oldest being from 10/5/21. We have received collections notices totaling $7,705, and just received a bill stating that $10,793 is about to be sent to collections from 1/25/22.Solidarity has rejected bills on the basis that they were submitted after the deadline. It was our understanding that these bills were submitted directly to Solidarity. When we discovered they weren't, we submitted them ourselves to Solidarity immediately. They rejected any sharing due to them being "late," meanwhile they hold many of our bills so far past due dates and their own processing times that we have the stress of working with collections while waiting for further processing.We had a miscarriage bill that was rejected even after some wonderful staff called to support us during that tough time. Their stated reason was that the code was an abortion, and our provider had to educate Solidarity that it wasn't. This is one bill that remains unprocessed.

  Business Response

  Date: 01/11/2023

  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. 

  The Solidarity team has continued to pray for you since the loss of your child.   We are sorry for the incorrect processing of the miscarriage bills as we acknowledge that having to continue to deal with this can be painful.  To better understand our policy, we deny sharing medical bills with abortion coding to protect the members from sharing in any expenses related to abortions.  In your case this was an error and it has been reprocessed from the appeal that you already submitted to us.   

  With regards to your submitting bills after the deadline, this is clearly stated in the Solidarity Sharing Guidelines in section, VII.C.2 Timely Submission of Needs. "Needs do not qualify for Sharing unless the Sharing Member submits a request for Sharing and documentation of Eligible Medical Expenses within ninety (90) days of receipt of the ****************** or the date of discharge, as applicable."  It is unfortunate that you thought that the provider was directly billing Solidarity, when they actually didn't.  If the provider misinformed you that they were directly billing us, then we recommend that you bring that up to the provider who misinformed you. 

  Since your complaint, we reviewed your account and all your family's needs eligible for sharing have been processed under 120 business days.  Please continue to work with our team with any further questions or concerns you may have.  We are grateful for your family and we stand by to support you to share your family's needs according to our Sharing Guidelines.  For any additional support we can be reached at **************.   

  Sincerely, 
  
  Solidarity HealthShare

  Customer Answer

  Date: 01/11/2023

  It appears no changes have been made to our account with Solidarity.  The same bills we submitted screenshots of are still outstanding.  There's also been no resolution of the bills sent to collections.  

  The response that "the bills were submitted too late, so it's on you" still holds no credibility given the extent of the lateness of the bills.

  Business Response

  Date: 01/25/2023

  Matching and sharing medical expenses does not happen immediately.  We stand by our commitment to facilitate the sharing of eligible medical expenses per the Sharing Guidelines.  Please continue to work with our team with any further questions or concerns you may have. For any additional support we can be reached at **************.   

  Customer Answer

  Date: 01/26/2023

  
  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.

  The business has since begun to process outstanding medical bills. In conversations with them on the phone, they stood by their stance of not sharing expenses that were not submitted within the timeframe even though their policy states something to the tune of "unless it wasn't reasonably possible." The only case they will accept for that is if you're in a coma. However, they did agree to work with the hospital to adjust the charges to reasonable prices before we pay. 

   

  Thank you for the help. I don't believe this processing would have happened without your help. 

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29th, 2022, I had a well maintenance medical checkup with lab work. This was my first medical claim with Solidarity. My expenses totaled $1500 and Solidarity processed the paperwork to my claim but has yet to pay my expenses and will not give me a date of payment. I have made 7 calls to them in the past 5 months seeking a status on payment and they only give me an excuse that it is setup for payment but they do not know when payment will occur. I even had to submit my medical providers same billing documentation twice to Solidarity because they replied that the medical codes were incorrect. I asked to speak to an accounts payable manager and was refused by the service representative because they do not answer phones. My medical providers continue to request payment from me and have threatened that it will be forwarded to collections if I do not resolve this issue with them. I continue to pay my current membership dues monthly and I am current. I feel I am being scammed and there could be fraud that is being perpetuated to not only me but other solidarity members who are going through the same predicament. I am paying for a service and I am not being provided a service that was promised to me. I am attaching a processed billing screenshot and their amounts with their dates of service, waiting to be paid. My next alternative if this is not resolved soon is to continue to work with Solidarity, elevate the issue to social media and possibly the ******* ************************ for further review on behalf of my issue and the many others who are experiencing this unacceptable business conduct.

  Business Response

  Date: 01/10/2023

  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 can guarantee that you are not being scammed and we are here for you and all our members.  Since your complaint, we reviewed your account and found the bills you are concerned about.  They are about to share so please continue to work with our team to ensure those bills are resolved for you.  

  If you have any further questions, we can be reached at **************. 

  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:12/15/2022

  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.

  Solidarity promises to process bills in 120 business days (6 months time), but we have huge bills sitting in the processing queue from over 8 months ago, approaching 9, that have not been paid to date. Now LabCorp is starting to knock on our door for some of the smaller bills, and I am fearful that will want the larger bills paid soon. Also, we had a huge number of eligible prescription costs not approved for sharing, and Solidarity claims they can't even find these bills, although I am pulling them up right off my member portal screen. All I get when I contact this company is the run-around, conflicting ************ ************* that my bills are "in processing". Finally received a tiny reimbursement check from expenses incurred in 2020 totaling under 100. If I don't see some serious effort on Solidarity's part soon, we will cut our losses, leave the company, tell everyone in our church network to stay far away, and just deal with our expenses ourselves.

  Business Response

  Date: 12/19/2022

  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. 

  Since your complaint, our team has been reaching out to you and leaving messages, but we havent heard anything back.  If there is a preferred method of communication, please let us know so we can resolve your concerns as expediently as possible.  We can be reached at **************.   

  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:12/05/2022

  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 have several medical bills I have submitted to Solidarity Healthshare. The healthcare provider is supposed to be paid in ************************************************************ healthcare facilities filed and reimbursement has not occured yet. I have spoken with Solidarity over the phone and all they can tell me is "it's in batch," or "it's in progress." Meanwhile, every month I have to fend off medical billing facilities and hope they can put off turning me over to collections for another month. I have now had to set up payment plans, or be turned over to their third party collection agencies. I would like every single one of my Solidarity submissions paid, ASAP, without any ambiguity about when that is going to happen. In 2021, I involved the ***************'s Attorneys General to get Solidarity to comply with my husband's hospitilization bills, so this is not a new phennomena. Supporting documents are on their website.

  Business Response

  Date: 12/12/2022

  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. 

  Continue to keep working with our team to resolve your concerns and share your medical bills according to our Sharing Guidelines as expediently as possible. 

  We did perform a review on your membership.  We found that you have submitted over 90 needs for sharing throughout your membership.  Out of those 90 needs, there are ********************************************************* various stages of processing.  The average processing time for all of your needs that have been processed is 112 business days.  

  Please send us the details of any payment plans that you have paid with the proof of payment, as this changes the details of sharing and we desire to accurately share your needs. 

  Please call us if you have any questions. We can be reached at **************.   

  Sincerely, 
  
  Solidarity HealthShare

  Customer Answer

  Date: 12/12/2022

  This is not an acceptable action from Solidarity.  "Waiting to be shared..," is what I have been told recently over the phone by them.  But, up front I was told 120 days.  That already exceeds the 90 days most healthcare billing departments use before they get you on a payment plan, or be turned over to collections.  The information that I have submitted over 90 requests (over a three year period) is irrelevant.  In 2020, I involved the ********* ************************ to try and get reimbursement.  I will not be calling because I get canned answers, but no movement.  The boots on the ground are nice people.  But whoever is making policy is abusing the word, "Christian."

  The bills I need paid were submitted over 120 days ago.  Please get it done immediately; forget the "sharing" delay.  As far as reimbursement for what I now pay these facilities; that is untrue.  I should have been reimbursed for my husband's 2021 hospitization.  It is not worth it though; I just want to be done dealing with Solidarity.

  Why would I stay with such poor and misrepresented service?  Gap measure until ********.  I am on ******** now and my husband will be in January.  Let this end on a good note.  

   

  *****************************

  Business Response

  Date: 12/14/2022

  We are sorry you find our response unacceptable.  We continue to be committed to serving you as a member and desire to facilitate sharing your eligible medical bills. 

  We are not an insurance company.  We are a healthcare sharing ministry which facilitates the sharing of members' medical bills in accordance with our Sharing Guidelines.   We are grateful for the time of your membership.  The bills you are concerned about are in process and are about to be shared.     

  Our team is here to answer any of your additional questions.  We can be reached at **************. 

  Sincerely, 
  
  Solidarity HealthShare

  Customer Answer

  Date: 12/14/2022

  120 dsys from the day of submission.  That is what I have been told.  I am powerless here. And I do not have the sense of goodwill on Solidarity's end. The answer is courteous but, scripted and patronizing.  Please, can a leader at Solidarity just step forward and be empowered to expedite these reimbursements? I am resigned to the outcome that has been proposed.  But I am not satisfied. 

   

  *****************************;

• Initial Complaint

  Date:11/23/2022

  Type:Delivery 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 with Solidarity (SHS) from December 2021 through October 2022. On 8/19/22, my wife's physician submitted a pre-notification request to SHS on her behalf for an MRI in order to diagnose pain that had been increasing since March 2022. SHS rejected the notification, noting that there was a preexisting condition in place for my wife. We were surprised, as we had never been informed of any pre-existing conditions. After several calls with SHS staff, we found that SHS had noted my wife had a pre-existing condition based on our intake interview. Following the requirements of SHS Sharing Guidelines VIII.B, we filed an appeal detailing where we believe the source of the misunderstanding took place that led SHS to incorrectly make the determination of the pre-existing condition. The Guidelines specify "Within thirty (30) days, the ***************************** will render a written decision." We emailed our Appeal on 9/7/22; on 10/18/22 (41 days later) we received an email from the Appeals team that they had received our appeal and that we would "receive written response to your appeal within 30 days from today" while "keeping in mind complexity of internal procedures." As of 11/23/22, it has been 78 days since the appeal was submitted, and 37 days since the Appeals team emailed us. Emails inquiring of status are not given a response. No phone number is provided to reach the Appeals team, and the *********** team directs us to send an email. No one from Appeals has responded to us or contacted us about status.The "pre-existing condition" means several of our bills are labelled ineligible and my wife's health care has been delayed while she's in a lot of pain. SHS ought to document Members' pre-existing conditions in an accessible manner (e.g. in the Member Portal), commit to following their own Guidelines of timely response and open communication, and apologize for their delays (rather than make excuses or be unresponsive about them).

  Business Response

  Date: 12/01/2022

  Solidarity always seeks to serve its members in a faithful Christian manner in a spirit of solidarity and subsidiarity. We are sorry to see your desire to leave membership.   We remain committed to serving you and your family as members.

  The ***************************** reviewed your appeal and made a decision within the timeline outlined in the Sharing Guidelines to share the bill you were concerned about through a charitable exception.  From this complaint, it came to our attention that unfortunately the decision was never communicated to you.   We have been reaching out, but we have not heard anything back. 

  In reviewing your account the decision to not approve the pre-notification of the *** because of the pre-existing condition was consistent with the Sharing Guidelines.  The pre-existing condition was listed on your Solidarity enrollment form.  We also confirmed that the Pre-Existing Condition was originally communicated upon enrollment both on a recorded phone call and email. 

  Also upon the review of this situation from your 2nd Level Appeal, your physician clearly confirmed in their medical records that the signs and symptoms of the Pre-Existing Condition were present prior to enrollment in Solidarity. 

  It is unfortunate to see your desire to leave membership especially since as of today you are in your 2nd year of membership because as per the Solidarity Guidelines regarding Pre-Existing Conditions, "After the first full year of continuous monthly membership, medical expenses incurred for a Pre-Existing Condition within the thirteenth (13th) until the twenty- fourth (24th) continuous month of membership are eligible for Sharing up to $25,000."

  If there is a preferred method of communication, please let us know so we can make sure that all of your questions are being resolved.  We can be reached at **************.   

  Sincerely, 
  
  Solidarity HealthShare

  Customer Answer

  Date: 12/04/2022

  BBB: A **** character-limit makes it difficult to respond in full, but I have received Solidaritys response to my compliant and have found it incredibly inadequate. Solidarity stated we have been reaching out, but we have not heard anything back, they are referring to 11/30, the same day I received an email of their determination; I missed two phone calls that day from Solidarity, and when I called back, I couldnt stay on hold long enough to get through. Solidarity sent one email and called me twice in one day, EIGHTY FOUR days after I sent the appeal on 9/7. On the other hand, my wife and I reached out to the Appeals team via email on 10/19, 11/16, 11/21, 11/23, and never received a response. We also requested a status on multiple calls with the *********** team, and were told to email the Appeals team, which got us nowhere. Its suspicious that no one at Solidarity wanted to reach out to me until after I filed a BBB complaint on 11/24. Solidarity claims we were informed over the phone of all pre-existing conditions; if such a recording does exist, we would appreciate receiving it in a secure manner, as past requests to obtain it have been rejectedIll work this out with Solidarity separately. Further, the email communication did not list pre-existing conditions, but simply referenced the Sharing Guidelines. We believe Solidarity is misreading the medical notes included in our appeal to infer a pre-existing condition where in reality there was no such diagnosis. We explained in the appeal how there was some confusion when my wife verbally relayed to a physician some of her medical history, but the actual medical notes show there was no such pre-existing condition. What they indicate was clearly confirmed appears to be in reference to a medical event that took place in 2014well before our Membership in 2021and that was unrelated to the pain in 2022. I intend to talk through this with Solidarity soon.

  Business Response

  Date: 12/14/2022

  Thank you for working with our team and returning the charity exemption form from the Appeal.  We are processing the bills associated with it and will be facilitating the sharing of those expenses.  

  Customer Answer

  Date: 12/19/2022

  While I do appreciate Solidarity's willingness to share into some of my wife's medical needs (and have signed an agreement with *** to that effect), I must still leave an "unsatisfied" response here with BBB. During a phone conversation with a *** representative regarding this complaint, it was clear that the content of our appeal was essentially ignored, as my wife and I made the case that it was during the intake process that an error was made on our part in communicating my wife's health history; going back and obtaining years worth of medical records that supported our appeal did not sway *** at all. Further, although the *** Appeals team did suffer the death of one of their team members at the end of November, the delay of our Appeal and its communication to us was never addressed, let alone apologized for--it was simply "unfortunate" in ***'s perspective. The delay in processing led us to delay care for my wife: this was not "unfortunate", but a failure on ***'s part. We don't expect *** to be perfect--mistakes happen (which was the point of our appeal)--but if a company is going to proclaim being Catholic, there should be some attempt to be excellent. Our experience with the Appeal's process, together with other aspects of our experience with *** (e.g. excessive processing times, conflicting guidance, lack of transparency, etc.), necessitate that we warn others before committing their healthcare to this company.

• Initial Complaint

  Date:11/18/2022

  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.

  Solidarity Collects money and promises to cover certain healthcare costs. Our bills that are covered by their policies have not been paid for over a year. We are now getting collections notices and our doctors refuse to see us unless we pay all the money Solidarity owes them. Weve been getting the runaround for months. If you look at their reviews the problems are wide spread. I believe they are either out of money or running a scam and collecting membership dues and just pocketing the funds while hoping the members just give up and pay off their doctors. I have a recorded conversion of their manager saying even though were members they can choose to not cover a single claim whether its covered or not. I paid this company thousands of dollars from 2019 - 2022 and feel like I have been scammed out of my hard earned money.

  Business Response

  Date: 11/21/2022

  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 past member and desire to facilitate sharing your eligible medical bills. 

  We are working on the processing of the bills you are concerned about during your membership. 

  However, please understand that we are a healthcare sharing ministry, not insurance.  As a result we facilitate sharing members' medical bills according to our Sharing Guidelines.  The medical expenses are not covered services as they are in insurance.  Your voluntary Monthly Share Amount has gone towards other members eligible medical expenses outlined in the Sharing Guidelines and which you were notified of in your portal every month during membership.  

  You have not been scammed and we remain here to serve you even as a past member.  Upon review of your membership, you have submitted 71 medical needs since 3/1/2019.  The average processing time of all your medical expenses upon our review was 57 business days.  The average processing time for those that are still outstanding is 42 business days since the time of submission.  

  Continue to keep working with our team to resolve your concerns and share your medical bills according to our Sharing Guidelines as expediently as possible. 

  Please call us if you have any questions. We can be reached at **************.   
  
  Sincerely, 
  
  Solidarity HealthShare

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising 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 is regarding a colonoscopy done 8/4/2021 for $5967.20. MercyHealth(statement enclosed) I was assured this was covered and would be paid in 90 days. Fifteen months later I am making payments to the hospital and doctor. After multiple phone calls and reassurances still no payment. I would like reimbursed in full from Solidarity Healthshare.

  Business Response

  Date: 11/22/2022

  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 past member and desire to facilitate sharing your eligible medical bills. 

  Even as a past member, we are working to process the bills you are concerned about during your membership. 

  Regarding your colonoscopy performed on 8/4/21 for $5,967.20, it was re-priced to the fair and reasonable amount of $1,331.16.  You were responsible to pay the provider your Annual Unshared Amount of $750.00, and the Solidarity members are sharing $581.16.  This has been processed and will be shared soon.  

  Additionally, your other outstanding bills are being processed and there are a couple that *** need additional information, i.e.: proof of payment, for proper processing.  

  Continue to keep working with our team to resolve your concerns and share your medical bills according to our Sharing Guidelines as expediently as possible. 

  Please call us if you have any questions. We can be reached at **************.   
  
  Sincerely, 
  
  Solidarity HealthShare