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:04/02/2025

  Type:Service or Repair 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.

  Called in June 2024 and was advised i would not be afforded coverage under the liberty healthshare plan as i was turning 65 and would be going on medicare. Called march 31 2025 as i was continuing to be billed for the healthshare that liberty healthshare informed me i was not eligible for.
  On Apri1, 2025 , spoke with superbisor and was told thst i could be on a medicate supplement type plan that would pay 20% of bills for 87.00 . Yet i was still being billed the 365.00
  
  Below is the difference in amounts over charged 365.00 minus the 87.00 for coverage received , times 3 months

  Business Response

  Date: 04/07/2025

  Hello ***,
  
  Thank you for
  sharing your feedback and we are glad we were able to resolve this matter. If
  you have any additional questions, please address them with your representative
  directly or you may contact our Member Resolution Department at ************ * **** and we will be happy to assist you.

  Customer Answer

  Date: 04/11/2025

  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 until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:10/07/2024

  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.

  When my husband turned 65 in August he qualified for Medicare and he was put on Medicare… He then called liberty health shares and told them he needed to cancel his membership with them. The $400 month premium we had with liberty health shares was very difficult for us to pay and so of course when he got on Medicare we canceled it he asked them if there was anything special he needed to know if there was anything he needed to do and they said no, we paid right up until August. in June he went for a colonoscopy a routine screening exam that is usually always covered and it should've been covered with liberty health especially since we paid our premiums for June and July but we received a bill in the mail from York Hospital almost $1600! I called liberty health shares and they said they have a "60 day look back" which means that when you cancel they won't pay any bills for the previous 60 days. This is so wrong because we paid our premiums for those months and when my husband asked if there is anything he needed to know or do when he called to cancel they should've informed him of this they did not. They said everything was all set. Now we have a bill that we should not have. We are both seniors and cannot afford such a high bill especially when we paid $800 for those two months before canceling. Liberty health she has a class action lawsuit against them which I am looking to join in on. I have been trying to reach somebody somebody in the company who I could talk to but when I call and get a telephone person at the company on the line they refused to connect me to a supervisor, manager or anyone higher. The company comes off like they care about people but they obviously do not!

  Business Response

  Date: 10/08/2024

  ****,
  
  Thank you for sharing your feedback. 
  
  Per our Sharing Guideless that went into effect on December 1, 2021, states: Active Sharing Members in Good Standing will be eligible to share medical expenses. Sharing request will not be facilitated for members who have withdrawn, cancelled, become inactive or are not in good standing. Any eligible expenses incurred and submitted at least 60 days prior to a members change in active status may be shared. Expenses incurred or submitted within 60 days of a membership change in active status will not eligible for sharing. See Sharing Guidelines at ******************************************************************* page 11 Section IV. A.3. Eligibility for Sharing Limited to Active Sharing Members in Good Standing
  
  This guideline was implemented 3 years ago. Our members received and email notices of this change 60 days before it took effect. Liberty HealthShare is a voluntary program, so providing advance notice allowed our members the choice to decide if this was still the best option for themselves and their families. As a reminder, we have also shared these many times in our Monthly Newsletters over the past three years. We have also communicated this with you by phone with our Member Services Department, Lead Supervisor, as well as our Member Resolution Department who left their contact information for you.
  
  If you have any further questions, you may reach out to her directly or contact our Member Resolution Department at ************ x **** and we will be happy to go over this information with you as well.

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  we are not satisfied with this because it is not a resolution. My husband joined liberty health shares in 2015, he paid every bill on time during his years of membership he was very healthy and never submitted any bills to liberty healthcare except for the normal yearly check up with his doctor. He wasn't on any medication's all he did was pay monthly and really got nothing back for it but peace of mind that if something catastrophic happened he would at least have some coverage because we had no health insurance for him. We  paid the ever increasing premiums monthly which started out at 199 a month up to 400. When he called to cancel upon turning 65 he asked if there was anything outstanding and if everything was all set. She assured him he  he would be all set. That was the last we heard until we got a bill from your hospital $1600 for a routine screening colonoscopy that should have been covered it was in June and Had the representative on the phone told him that there was a 60 day look back when he asked if everything would be all set then he would've paid for one more month membership to cover it would've been a little under $400 instead of $1600! But she did not inform him of that she in fact told him he would be all set.  We feel it would be only fair for liberty health shares to cover this routine screening bill. There is a class action lawsuit against the company because of this we will have to join if this bill does not get paid because we cannot afford this bill  and the two months of membership that we paid that apparently we were useless to us would have covered half of this bill.  
  
  
  **** ******

  Business Response

  Date: 10/09/2024

  Liberty HealthShare has been very transparent regarding expenses incurred or submitted within 60 days of a member’s change in active status. On 7/29/2024 we received a phone call from the primary member requesting to cancel their membership. The member spoke with one of our advocates who advised him about our Sharing Guidelines for the 60-day look back. The Sharing Guidelines were also read to the member verbatim. We also addressed this on 7/29/2024 when we sent the email confirmation of the cancellation request.
  
  During the phone conversation the advocate did ask the member if there were any medical expenses submitted, which the member replied that they were all caught up. At the time of the call the submitted medical expense for the date of service 6/27/2024 was created into our billing system on 7/08/2024 and was not finalized until 8/1/2024. Therefore, the medical expense will not be eligible for sharing due to the 60 days look back Sharing Guidelines. Again, you may reference our Sharing Guidelines at ********************************** or review the cancelation email that was sent to the member on 7/29/2024.

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  it is lies! The representative did not inform me on the phone call nor explain the 60 day look back at all.  Had we known about this we would gladly have paid for another month to make sure we had coverage to cover his June bill. As I said previously during our almost full decade of membership they were really any medical bills submitted at all. Liberty health shares probably paid about 5% of what they normally pay for a client. They were basically only a few blood tests and a yearly check up, they weren't even any medication's! I don't know how you can do this to people we are senior citizens and my wife is disabled. I guess I will have to join in on the class action lawsuit I really didn't want to have to go that far but this is very unfair considering the years that I paid you so much money much more than you ever paid out for my care.   
  

  I PAID MY PREMIUMS ON TIME FOR ALMOST A DECADE! AND NOW WHEN I HAD TO HAVE A COLONOSCOPY AND STILL PAID THE PREMIUMS THAT MONTH YOU ARE DENYING TO PAY FOR IT?! I THOUGHT THIS WAS A CHRISTIAN BASED ORGANIZATION, IS NOT VERY CHRISTIAN OF YOU TO DO THIS TO SENIOR CITIZENS! I will be joining the class action lawsuit if liberty health shares does not do the right thing and cover this bill!
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:06/27/2024

  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 payed into the sharing system for years as a loyal customer with almost zero claims since I am healthy. I did have some expenses in 2021 and I’m still waiting for most to be reimbursed. I submitted a medical expense to be shared on 12/1/21. I then called to make sure when I cancelled all submitted expenses would be paid. I then canceled my membership effective on 1/31/22. They keep denying this expense saying it was within the “60 day look back” and is ineligible. The really crazy part is it is not a part of this window. I’m not sure if they can’t count correctly but this expense was submitted 61 days prior to my cancellation. I keep explaining this and they won’t respond other than it was within 60 days WHICH IT WAS NOT. It really is so dishonest of a supposedly Christian organization.

  Business Response

  Date: 06/27/2024

  On behalf of Liberty HealthShare, we would like to address your concerns regarding your ineligible medical expense. As a voluntary sharing ministry, we are not driven by profits, but by protecting and facilitating our members SharePower. Your active participation is an integral part of how we serve one another now and in the future. In accordance with our Sharing Guideless that went into effect on December 1, 2021, which states: 
  Eligibility for Sharing Limited to Active Sharing Members in Good Standing: Regardless of any other provision in these Sharing Guidelines, Eligible Medical Expenses will only be shared for Active Sharing Members in good standing. Sharing requests will not be considered or facilitated for members who have withdrawn, cancelled, become inactive or are not in good standing for any reason according to the current Sharing Guidelines.
  

  Any eligible expenses incurred and submitted at least 60 days prior to a member’s change in active status may be shared. Expenses incurred or submitted within 60 days of a member’s change in active status will not be eligible for sharing. Exceptions to this provision include:
  
  a. Death of the member.
  b. A member and spouse whose membership is terminated to due to divorce or
  separation and continue with separate memberships.
  i. Eligible expenses submitted under the member’s original Program are subject to
  the new Program and current Sharing Guidelines and remain with the member
  who incurred them.
  c. A member who is no longer eligible as a Dependent on a membership and continues
  as a separate Sharing Member.
  

  You may reference these Sharing Guidelines at libertyhealthshare.org page 12 Section IV. A.3. 

  If you have any other questions or concerns, please contact the Member Resolutions Department at ************ * **** and we will be happy to assist you.

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The business has made yet another canned response without addressing my actual question. This is the same type of customer service I have been receiving. Again, I am not disputing their 60 day look back policy, which is what they are referring to in their response to me here. My point is that my claim was filed outside of the 60 day window and this policy is completely irrelevant to this situation. 

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

  Business Response

  Date: 07/01/2024

  Thank you for speaking with us today. The medical bill that you are addressing in your complaint
  was carefully reviewed several times to ensure that it was within our Sharing
  Guidelines. If you have any other questions or concerns feel free to contact our Member Resolution Department at ************ * ***** 

• Initial Complaint

  Date:06/19/2024

  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.

  - 10/14/21 - got mammogram at *********** ********* (account #*****************).
  
  - Liberty Health Share never paid the above account.
  
  - The account was then sent to collections (****** ********** Company) in the amount of $515.25. Because of Liberty Health Share, we paid in full out of pocket $515.25 to ****** ********** Company on 4/24/23. This should have been completely covered by Liberty Health Share, but they did absolutely nothing.
  
  - 11/27/23 we received a notification from Liberty Health Share that they sent a check via ****** to *********** ********* in the amount of $188.80 (check #*******).
  
  - *********** ********* cannot find record of this payment being deposited in their account to reimburse us. (We should be reimbursed $515.25).
  
  - *********** ********* called ****** (************) but ****** would not authorize *********** ********* to speak to anyone on the matter. We cannot speak to ****** either.
  
  - No one at Liberty Health Share (or even *********** *********) can figure out where our $188.80 reimbursement is. (Not to mention the remaining balance of $326.45 for a total of $525.25).

  Business Response

  Date: 06/20/2024

  Hello ****** and *****,

  
  On behalf of Liberty HealthShare, we apologize for the experience
  that you may have had. Our member experience is our top priority. We take our
  commitment to responsibly facilitate our members’ resources very seriously. We
  do not ‘pay’ bills our members share into each other’s medical expenses. In reviewing
  your membership our records show that a check was issued to your provider at
  the reprice amount in which the check cleared on 11/27/2023. For further assistance
  one of our Member Resolution Specialist will be in contact with you to go over
  the problems you are experiencing. You may also contact them at ************ x
  ****.

• Initial Complaint

  Date:06/11/2024

  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 started receiving benefits from ******** in April 2024
  
  Liberty Healthshare continued to charge me 399.00 monthly however will not pay any medical bills 60/90 prior to my ******** benefits (meaning I had NO insurance, yet they continued to collect fees from me)
  I have a Bill from MD Labs for 329.00 that they are refusing to pay. I have called twice and sent 3 emails and no one will contact me.
  I paid a total of $1,197.00 for 3 months that they say I had no benefits.

  Business Response

  Date: 06/17/2024

  Thank you for bringing this to our attention. Liberty HealthShare is a health care sharing ministry which facilitates the sharing of eligible medical needs among its members. We are not insurance. We simply facilitate the mutual sharing by directing members’ contributions to those who have eligible expenses. According to our Sharing Guidelines that went into effect on December 1, 2021 states: Active Sharing Members in Good Standing will be eligible to share medical expenses. Sharing request will not be facilitated for members who have withdrawn, cancelled, become inactive or are not in good standing. Any eligible expenses incurred and submitted at least 60 days prior to a members change in active status may be shared. Expenses incurred or submitted within 60 days of a membership change in active status will not eligible for sharing. See Sharing Guidelines at ******************************************************************* page 13 Section IV. A.3. Eligibility for Sharing Limited to Active Sharing Members in Good Standing.
  
  If you have any other questions or concerns please feel free to contact the Member Resolution Department at ************ * **** and we will be happy to address any other concerns you may have.

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  These charges were incurred within the guidelines.  
  
  
  
  Regards,
  
  
  ********* * ****

  Business Response

  Date: 06/18/2024

  Liberty HealthShare has made many operational improvements and changes to our Sharing Guidelines to improve the ministry and our service to our members. Expenses incurred or submitted within 60 days of a membership change in active status will not be eligible for sharing. This specific Sharing Guideline went into effect on December 1, 2021. Your medical expense for the date of service 1/31/2024 is not eligible for sharing due to our 60-day lookback sharing guidelines. If you would like to further discuss your membership, please feel free to contact the Member Resolution Specialist that you have been working with since 6/12/2024. 

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Liberty HealthShare took $1,200 from me and did not provide me with insurance,  which should be illegal. I paid for a service and they did not provide anything to me. This is morally wrong and I will not stop here. I will be filing a small claims case against them. 

  Again, the bill in question was incurred in January and they are being extremely shady to a long time customer. 

  I will continue to file complaints and advise everyone NOT to do business with Liberty.   

  This is terrible.  Again, you took $1,200 from me and provided nothing. Sounds like a legal, sneaky way to steal from a customer who  didn't require their insurance because  I started receiving ********. 

  This is NOT a Christian way to handle this. Shame on you Liberty. 

  Again, my next step will be through the court system
  
  
  
  Regards,
  
  
  
  ********* * ****

• Initial Complaint

  Date:06/07/2024

  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.

  We signed up for liberty health insurance as an alternative to paid health insurance. At the time it was a more affordable option. We submitted several claims over the 2 years+ that we subscribed. Currently there is about $2000+ outstanding that is owed to us from 2021. Every time I call, they brush me off and say that it will be paid, but no date as to when. We have since cancelled our account with Liberty Healthshare but need the billed expensed paid. It is a hardship on my family to have that amount owed to us outstanding.

  Business Response

  Date: 06/10/2024

  Hello ******,
  
  As a healthsharing ministry
  and not insurance, our members agree to help other members in need by sharing
  medical expenses. We take our commitment to responsibly facilitate our members’
  resources very seriously. One of the unfortunate limitations we have as a
  healthsharing ministry is the ability to provide a specific timeline of sharing
  into medical bills. Your eligible medical expenses will be shared; however, we
  do not know precisely when those expenses will be shared into. Once, the
  SharePower and share plan has reached your expenses it will be shared
  accordingly. If you have any other questions or concerns, please feel free to
  contact the Member Resolution Department at t ************ * *****
  

• Initial Complaint

  Date:05/21/2024

  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.

  Member of Liberty Healthshare for over 6 years. My shoulder was broken on 4/3/24. I visited an ER for the injury. After turning 65 in May i moved to *********  Liberty states that ER visits are $500. However, they have a clause that if you change insurance with in 60 days of an incident they do not cover the costs. So I paid for insurance, was injured and then they do not pay because I turned 65 and moved to ********. I understand doing this for people coming on board at the beginning but leaving is not fair. I am now out $1,000 plus the $967 I paid for Liberty in April. They can charge me but I cannot charge them.

  Business Response

  Date: 05/21/2024

  On behalf of Liberty HealthShare, we would like to address your concerns regarding your ineligible medical expenses. We are proud to say that we are not insurance. We take our commitment to responsibly facilitate our members’ resources very seriously, which is why our community only shares eligible, reasonably priced medical expenses. According to our Sharing Guideless which states: Regardless of any other provision in these Sharing Guidelines, Eligible Medical Expenses will only be shared for Active Sharing Members in good standing. Sharing requests will not be considered or facilitated for members who have withdrawn, cancelled, become inactive or are not in good standing for any reason according to the current Sharing Guidelines. Any eligible expenses incurred and submitted at least 60 days prior to a member’s change in active status may be shared. Expenses incurred or submitted within 60 days of a member’s change in active status will not be eligible for sharing. See Sharing Guidelines at libertyhealthshare.org page 12 Section IV. A.3. Eligibility for Sharing Limited to Active Sharing Members in Good Standing.
  
  If you have any other questions or concerns, please feel free to contact the Member Resolution Department at 855-585-4237 x 1769 and we will be happy to address any other concerns you may have.

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The business did respond, however the response is unsatisfactory.  I understand that after I was a member of their health share they changed the guidelines to state that they do not share any expenses for the 60 days prior to termination of service.  What is unsatisfactory is  that in good faith I alert them that I will be turning 65 and moving to *********  They continue to take my payment for the last 60 days which equals $1,934. However, they do not share any of my medical expenses for those 60 days.  I was in an accident which required an Emergency Room visit for a broken shoulder.  The current cost to me for this visit on April 4, 2024 are $1,180.  This cost was incurred almost one month prior to my transition from Liberty Health Share to *********  Liberty will not share the costs.  Their sharing for an ER visit is that I pay the first $500 and they cover the rest.  Due to the no sharing guideline they refuse to share any of the costs.

  Basically for the last 60 days of Health Share with Liberty Health Share I pay $1,934 and receive nothing in return.  In fact I incur emergency medical costs that I cover under my own funds for $$1,180.  A fair resolution would be that either they cover the costs less the my responsibility of $500 ($680) or they refund my Share Amount paid for April of $967.

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

  Business Response

  Date: 05/22/2024

  Robert,

  We would like to thank you for taking our call and allowing
  us to explain our Sharing Guidelines. Expenses incurred or submitted within 60
  days of a member’s change in active status are not eligible for sharing. Therefore, your medical expenses are not
  eligible for sharing due to the 60 day look back and no refund will be issued. If
  you have any other questions or concerns, please feel free to contact the
  Member Resolution Specialist you spoke with on 5/21/2024.

• Initial Complaint

  Date:04/19/2024

  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.

  We were members of the company, wife got breast cancer and we call for a pre authorization which they provided for surgical procedure, but after everything was done, they notified us that they won’t pay a penny for the services and all other hospitals visits they never paid them, we want them to be fair with everything

  Business Response

  Date: 04/19/2024

  Liberty HealthShare makes every effort to serve each of our
  members in the best way possible and we apologize for the experience that you
  may have had. It appears that you may have been balance billed on some of your Eligible
  Medical Expenses. A balance bill is an amount ‘leftover’ on your account
  after a fair and reasonable payment for your medical expense was shared by your
  fellow healthsharing members. If our members do not submit the balance bill to
  us, we are unaware that they exist, which appears to be what happened here. One of our Member Resolution Specialists is
  going to be contacting you to assist with finding a resolution for this matter,
  you may also reach out to our Member Resolutions Department directly at ************ * *****

• Initial Complaint

  Date:04/01/2024

  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.

  Liberty Healthshare has failed to pay their portion of medical procedures for my son, ***** *******, who was a minor at the time of surgery. They owe me approximately $8000 for his surgery several year ago, but they have been repaying current claims instead of past claims. They are currently being pursued by the **** ******** ******l for their mismanagement of funds. They also refused payment for a surgery for me while I was still a covered client. I have had to pay out of pocket for my son’s surgery and my own due to Liberty Healthshare’s deceptive practices and they have not responded to any attempts to communicate with them.

  Business Response

  Date: 04/16/2024

  On behalf of Liberty HealthShare, we would like to address your
  concerns regarding your BBB complaint. We take our commitment to responsibly facilitate our members’ resources
  very seriously, and we value your feedback. Our Share Power reflects the
  financial commitment of our members, which is why we are unable to promise a
  timeline for sharing. We realize that your medical expenses are outside
  of the sharing goal we strive to attain. As part of our sharing goal member’s
  bills submitted in 2022 and moving forward would be timely shared within 120
  days to assist our current membership and attract new members to our ministry. We are very thankful you were able to speak with one of our
  Member Resolution Specialist. If you have any other questions or concerns,
  please contact them back directly or you may contact our Member Resolutions
  Department at ************ * **** and we will be happy to assist you.

• Initial Complaint

  Date:03/28/2024

  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.

  Liberty HealthShare has owed us money for over 2 years. They admit they owe us and keep asking for us to be patient as they work through the list of claims because they owe a lot of other people too. I feel as though over 2 years is more than enough time to receive our promised payment.

  Business Response

  Date: 04/01/2024

  Dear ***** 

  Thank you for sharing your feedback. We apologize for any inconvenience this has caused you. We currently have a backlog of medical bills with service dates prior to January 1, 2022. We have every intention to facilitate the sharing of your expenses and have been transparent with our members on how we have been addressing it. We have cumulatively shared 61% of our pre-2022 backlog and continue to share more with each month’s available SharePower. No matter how many members we may have, we are always constrained by finite resources due to being a non-profit organization that is operated solely through members’ contributions. There are numerous state laws that prohibit healthshares from making promises of payment on any medical expense. During the enrollment process, members are advised that Liberty HealthShare is not insurance and should not be treated as such. We do not have contracts and whether members choose to share one another’s expenses or not, the membership is completely voluntary, and members. Once the SharePower and share plan has reached your particular expense it will be shared accordingly. If you have any other questions or concerns, please feel free to contact the Member Resolution Department at t ************ * *****

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Liberty Healthshares called and explained that there's nothing they can do to give us a timeline of when we will receive our money. We've been waiting 3 years for the payment but I was told nobody, not even the CEO, except finance knows where we are in line for our payment. When I asked to talk to finance I was told nobody (not even the lady who I was talking) can find this information out and this lady, ******* is the highest person on the chain of commands that I can talk to.

  We had been partially reimbursed over a year ago for up to May 2021 but since then, they haven't paid us the rest of May 2021 or June 2021 reimbursement. I was told the order of who gets paid first is not a "first in first out" basis but some random basis that nobody knows how they decide except this secretive finance department. If there wasn't something to hide why can't I know where I'm at in line to receive payment? 
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 04/04/2024

  Dear **** *********
  
  Thank you for speaking with us. As a non-profit health sharing ministry, we do not have the ability to provide a timeline on when medical bills will be shared. As it pertains to the pre-2022 backlog of medical expense, we have reduced it by more than 61% and have made many new changes to benefit our members and ministry. While we cannot advise what order your bill(s) sits in the pre-2022 backlog, we can advise your expenses are eligible for sharing, and are within the remaining 39%. Each month Liberty HealthShare provides our members the monthly SharePower received, along with the number of medical expenses received and shared for each month. This information can be viewed through your ShareBox which you do have access to. As we advised on our call, we are legally not permitted to give you a date/time for sharing as we are prohibited by numerous state laws. Doing so would create an implicit promise or guarantee, and as a voluntary program we are not permitted to do that. Once the SharePower reaches your eligible medical expenses they will be shared accordingly, **** ********. If you have any further questions, feel free to reach back out to the Member Resolution Specialist that you are working with.