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:05/20/2025

  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 submitted this complaint earlier which has not been resolved. I maintain my position regarding DrChrono. Physicians please look else where. I'm actively looking for another EHR. I will copy and paste my original complaint. *ompare it to all the other complaints on BBB and Trustpilot. It says a lot of the business and their practices. Plus they charge exorbitant fees for services they don't provide. There is no lab integration and billing is just as disorganized as you can imagine. Please see my original complaint below. Ive been using DrChrono for over 5 years, and I can confidently say its been one of the most frustrating and disappointing decisions Ive made for my practice. From day one, their system has been unreliable, and their support nearly nonexistent. One of the biggest issues has been with billing. I was never properly trained on how to use their billing system. When I asked for help, they tried to charge me extra just to receive training that should have been included. To this day, I have never successfully submitted a medical claim through DrChrono that resulted in payment. Thats unacceptable. On top of that, lab ordering is a mess. I created a ******* account as instructed, yet Im still unable to order labs. No one has ever followed up to help. Their AI help desk Dr. * is completely useless, and there is no phone number to reach a real person. Any support tickets or complaints take at least 3 business days to get a responseby then, patients are already upset and gone. This review is my final attempt to get someone from DrChrono to resolve these issues, because no one is reachable. For what they charge, the service is beyond unacceptable. They deserve no stars at allif I could give them zero, I would. Physicians: save yourself the money, time, and headache. Do not sign up with DrChrono. Look elsewhere.

  Business Response

  Date: 05/21/2025

  Hi *****,

  We are sorry to hear you have been having continued issues. We had someone from our support team reach out on 5/6 and despite a few outreaches, we haven't heard back from you so we could resolve this issue.. Please reach out to ********************************************************, mention that you were working with us on case ******** and they'll connect you with the team lead to help.

  Regards, 

  The DrChrono Support Team 

• Initial Complaint

  Date:05/12/2025

  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.

  Dr. ****** has an extremely draconian policy around amending the number of providers in a contract. My practice recently drastically downsized, going from 6 clinicians to 2 within a year. I knew that I was not able to remove these providers from my contract prior to the contract renewal in March, so I waited and reached out about a week prior to my contract renewal date. For months since the downsizing, I was already paying $800/month for these providers but I knew nothing could be changed during the term. To my shock and surprise, they stated that they could not remove the 4 providers from my practice, since i had not reached out 30 days before my contract renewal date. They say that the contract automatically renewed for an additional year, essentially as of 30 days prior to the actual renewal. Please note this is not my first year with the company-- I did not realize I had been in an ever-renewing contract for 5 years now. I did not realize that if I do not consent to renew, before the actual renewal date, that they could still say that it is renewed without my consent or signature. Dr. ****** is now saying that I have to pay $800/month additional for the next year, on top of the providers I am already paying for. My business simply cannot afford this. I would be willing to pay some kind of penalty for not giving 30 days notice, but to essentially exact a $9600 penalty is exorbitant. They have not at all been willing to negotiate. What's more, they intially agreed to remove one provider, but then when I did not sign the contract amendment (because I was not ok with only removing one), they removed that option. I cannot pay for $9600 of un-used services and I feel it is extremely poor customer service to demand this.

  Business Response

  Date: 05/20/2025

  Dear *******, 

  We are sorry to hear that you have had a decrease in the number of providers in your practice and you have come into hardship. Our terms ************************************************************** in 8.1 that the Order Form will automatically renew for successive periods equal to the initial term, unless cancelled by either party in accordance with this Agreement. and in 8.2 that Either party may terminate this Agreement by providing 30 days written notice prior to the end of the then current term., this cancellation clause also applies to decreasing the number of providers.  A contract on 3/20/25 to reduce you provider count by one which you had let us know in January 2025 but you never signed. That being said, if you are under some kind of substantial hardship please put in a request through ******************************************************** and it will be evaluated for an out of term change to your services.

   

  Regards,

  The DrChrono Support team

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23319939
  
  I am rejecting this response because:

  After receiving this response and reaching out to the business, I received the following response which is pasted below. 

  Essentially, they are not willing to negotiate at all and they are still demanding that I pay them almost $1000 per month for a year of unused services even though I attempted to change my contract before the contract expiration date. An ever-renewing contract that can only be modified 30 days before contract end is barbaric. I never consented to having the contract renew again, however this is how they have their policies set up. 

  Also, their response noted that I 'never signed" the one modification that they offered. They offered it one day before my contract expired and I rejected it because I was hoping for more of the providers to be taken off the contract, not just the one. However several days later I asked about that modification and they stated that it was no longer an option because the contract was now after the renewal date. 
  
  Sincerely,
  
  ******* *****

  --

  Good morning *******, 
  
  I do apologize, but as we've discussed, we are unable to make any contract changes prior to your next renewal date, per our Terms and Conditions:
  
  DrChrono Terms and Conditions
  
  Under certain circumstances, financial hardship can be a reason for early release from the contract with proper documentation, however, the practice must either be closing or going through bankruptcy. 
  

  
  

  Business Response

  Date: 05/29/2025

  Hello,

  We appreciate the opportunity to further clarify this matter. The most recent contract signed by the customer was dated March *******. This agreement references our terms and conditions, which are publicly available at ****************************************************************, Section 8.1 outlines the auto-renewal policy, and Section 8.2 details that any modifications or cancellations must be submitted no later than 30 days prior to the renewal date. To date, we have not received any documentation indicating an alternative agreement or modification, but if you do please contact ********************************************************  and reference this case for further review.

  Regards

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23319939
  
  I am rejecting this response because this is a draconian policy. I have been a loyal customer of this business for 5 years and my business will not be able to withstand this financial burden. I was hoping that the business might be willing to make a one time exception our of courtesy. I did not understand their rules previously and the fact that it auto-renewed without me consenting to the renewal. Now I understand and am willing to comply for the future but charging an additional $10000 for ~22 days of notice that I did not give (I reached out before the renewal date but not before the 30 day ***** would be extremely disappointing. Sending this message in hopes that someone at the business will see fit to do the right thing and please respect and give a tiny bit of grace to me as their customer. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/06/2025

  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.

  Dr. ****** is a patient scheduling service. In December 2024, when my office was closing due to health reasons, my office manager contacted them, explained the situation and cancelled our need for patient scheduling since there was no more need to schedule patients since the office was closing. They wrote back that the contract was ending on 9/30/24. My office manager and I callled many times to confirm that the service would not be needed anymore, left messages, and no one ever called us back. I called at least 10 times and even left messages for the *** and the CEO. No one ever called back. Since I no longer needed their services and they continued to bill my credit card, I called my credit card company, explained the situation, and cancelled the auto pay for them. I received one email to discuss the situation and gave them my cell phone # to have them call me, but no one ever called. About 6 weeks later, a collection agency contacted me about the "overdue balance." I explained the situation, but they are now demanding payment despite my explanations. I never had an overdue balance, my bills were always paid on time, and now Dr. ****** has hired a collection agency to harass me. I have NEVER had any issues like this with anyone before. I have asked again to speak with someone at Dr. ******; but, the collection agency refuses to allow that. Please help me to resolve this inappropriate collection.Thank you.

  Business Response

  Date: 05/20/2025

  Hi Dr *******

  We are sorry to hear about your office closing. We have reviewed your case internally and have determined that while we did not hear back from you after we responded to your inquiry on 12/23/2025 we deemed it appropriate to have your amount due removed from collections given your longevity as a customer. Please allow 30 days for this to be processed.

  Regards,

  The DrChrono Support team

  
  

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/02/2025

  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.

  Ive been using DrChrono for over 5 years, and I can confidently say its been one of the most frustrating and disappointing decisions Ive made for my practice. From day one, their system has been unreliable, and their support nearly *************** of the biggest issues has been with billing. I was never properly trained on how to use their billing system. When I asked for help, they tried to charge me extra just to receive training that should have been included. To this day, I have never successfully submitted a medical claim through DrChrono that resulted in payment. Thats unacceptable.On top of that, lab ordering is a mess. I created a ******* account as instructed, yet Im still unable to order labs. No one has ever followed up to help. Their AI help desk Dr. * is completely useless, and there is no phone number to reach a real person. Any support tickets or complaints take at least 3 business days to get a responseby then, patients are already upset and gone.This review is my final attempt to get someone from DrChrono to resolve these issues, because no one is reachable. For what they charge, the service is beyond unacceptable. They deserve no stars at allif I could give them zero, I would.Physicians: save yourself the money, time, and headache. Do not sign up with DrChrono. Look elsewhere.

  Business Response

  Date: 05/07/2025

  Hi *****,

  Were aware of the open cases related to both Lab Orders and billing concerns, and wed like to address them directly. To that end, Id like to schedule a call with my fellow Team Leads so we can work toward a resolution together.

  Could you please share a few times that work for you in the email that we sent to your contact directly? Well do our best to coordinate accordingly.

  Looking forward to your response.

  Have a great day,
  ******
  Customer Support Team Lead
  Call Support at **************

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Buyer beware. New Clinic-Franchise. Signed contract for Dr. ****** at $598/month. I had a provider up and quit and had to train a new employee thus I had to add another provider on until new provider could get trained. Now they are charging me $977/month. Dr. ****** never disclosed that once I increased providers thus raising my bill I could not amend and decrease the cost. Of importance Dr. ****** will only let you increase your bill and never decrease. I closed my business and Dr. ****** requires full payment for 1 year at the HIGHER cost. All they keep telling me is "I signed the contact". Yes... but there was never full disclosure. ...ever. Oh and there is no termination fee if you close your ***************** pratices are shady. They are all about money and not providing customer service. I am requesting amendment to my bill and contract since I no longer have my business. Oh and they did threaten if I don't pay to send me to collections.

  Business Response

  Date: 04/17/2025

  Hi ********,

  
  Sorry to hear that you have had a bad experience with your contract.
  
  When you updated the number of providers at your request on January 31, 2025, the agreement you signed stated in the terms, your original contract term was still in effect. "This Modified Order Form is subject to the terms of the DrChrono Terms and Conditions: (***************************************************), the terms of which supersede any prior agreements between the parties and are acknowledged and accepted by *************************. DBA DrChrono and Customer upon the signature of its authorized representative below. Except as detailed herein, 1) Customers Agreement with Company and any previously executed Order Form(s) remain in full force and effect; and 2) this Modified Order Form does not modify the Customers existing Term."
  
  We have on record Case ******** that came in on 4/1 that you stated had sold your practice, not closed it. In situations where practices are sold, usually the buying party assumes the contract. If that is the case, please contact us again at ******************** stating that you want to do a transfer of ownership and we will see that you get help. 

  Thank you,

  DrChrono Support 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23169457
  
  I am rejecting this response because my business was sold for $1. The new ownership decided to not use Dr. ****** thus this should necessitate contract termination. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Complaint Title: DrChrono Engages in Shady Business Practices and Predatory Auto-Renewal Policies Complaint Description:DrChrono falsely markets its software as suitable for medspas when, in reality, it is not designed for medspa operations at all. Despite never actively using this software, our subscription was auto-renewed without our knowledge. The renewal notice was sent to a third-party consultant who is no longer affiliated with our company, meaning we were never given a fair opportunity to cancel.When we discovered the issue and reached out to our assigned success manager, they provided no real assistancesimply reading from a scripted response. Our contract was within one month of its renewal, and there is no valid reason why DrChrono cannot cancel it. No one in our office even has a login, further proving that we do not use and have never used this software.DrChronos business model relies on predatory renewal tactics and a complete lack of human follow-up or genuine customer support. These unethical practices should be addressed to prevent other businesses from falling into the same trap. We request immediate cancellation of our contract and a refund for any charges associated with this unauthorized renewal.

• Initial Complaint

  Date:02/07/2025

  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.

  Complaint Against: DrChrono ****Nature of the Complaint: Breach of Contract and Unfair Business Practices Desired Resolution: Revert billing to prior rate or allow contract termination without penalty Complaint Details:I am filing this complaint against DrChrono **** regarding a breach of contract and unfair billing practices. Per the terms of my agreement with DrChrono, any fee increase requires at least 60 days written notice before the renewal term. However, DrChrono increased my fees without providing the required notice.Upon raising this issue, DrChrono acknowledged that I had not received any notice but claimed that the contract had been modified to remove the 60-day requirement. However, my contract (Section 11) explicitly states that DrChrono must provide notice of material modifications, which I never received. When I requested proof of such notice, DrChrono refused to provide any documentation.Furthermore, DrChrono claims that the invoice itself serves as notice, which is inconsistent with the contractual obligation to provide at least 60 days advance written notice.Despite multiple attempts to escalate this issue and request documentation, DrChrono has refused to engage further, stating that they consider the matter resolved without addressing my concerns. They have also denied my request for early contract termination, even though their failure to follow contractual notice requirements should render the fee increase unenforceable.

  Business Response

  Date: 02/18/2025

  Dr ******** we have reviewed your BBB case in regards to your complaint about the increase of pricing. While our terms do allow for a price increase without notice, we understand how you could interpret the terms on your original contract and we will be issuing a credit of $56 and reverting your price $280 per month. Please give us 1 billing cycle to get this corrected. Please see updated terms here *************************************************** and do not hesitate to reach out to ******************************** if you have any questions.

• Initial Complaint

  Date:01/16/2025

  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.

  We are a outpatient mental health clinic, our EMR is DrChrono, they switched the clearing house to send the claims out to insurance companies. this happened in november when we were informed of the change. the process started and the new clearing house *** is now enrolled to send claims for particular insurance company, ********. i have been contacting the *** team to resolve the issue and they have been telling me our Tax ID and ***, national provider identification, number is not credentialed to submit claims to high ***** i deal with all the insurance issues in our office and i told them we have been submitting all the claims to high **** and we were getting paid as well now all of sudden we are not allowed, this does not make any sense. No one in the *** team knows what to do and how to help us. its been now 2 months and we are not getting anywhere. we are a small practice and relay on our claims submission so we can get paid in timely manner. there are at least 500 claims sitting in denial from clearing house because they can not submit to high ***** they want us to contact the payor, ********. this is not our job, it clearly a clearing house issue not our office credentialing issue. *** team member just called and advised me to call ******** since they cant help. this is not fair, we have no contact in high***** clearing house or *** team should contact them and get hold of correct department. the previous clearing house had contract with ******** and they did it themself not us, its there job to fix it.

  Business Response

  Date: 01/24/2025

  Hi *******

  We appreciate you reaching out about the issues you have had with enrolling with Highmark. Our team was able to get the enrollment pushed through and you should now be able to submit claims. We looked through the tickets on your account to see if there were any other outstanding issues. We solved the enrollment issue you were having with ******** Advantage Freedom Blue. We are still working on AmeriHealth Caritas VIP CAR and ask that you reach back out to support so we can get that issue resolved quickly. Thank you for your patience and we appreciate you being a valued DrChrono user! 

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/02/2025

  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.

  WE ARE A MEDICAL OFFICE THAT USES DR. ****** FOR SCHEDULING AND PAYMENTS ON DECEMBER 20TH WE NOTICED OUR PAYMENTS HAVE NOT BEEN PROCESSED AND HAVE NOT BEEN DEPOSITED INTO OUR ACCOUNT WE HAVE CALLED AND EMAILED SEVERAL PEOPLE TO GET AN ANSWER AS TO WHAT IS GOING ON, BUT HAVE NO RESPONSE.EVERY TIME WE CALL WE ARE EITHER PUT ON HOLD FOR 45 MINUTES AND THEN HUNG UP ON, OR WE ARE TOLD 'A MANAGER WILL CALL YOU IN 10 MINUTES' AND NO CALL IS RECEIVED WE REVIEWED OUR ACCOUNT AND PAYMENTS AS FAR BACK AS 2017 HAVE NOT PROCESSED.DR. ****** IS SITTING ON THOUSANDS OF DOLLARS AND GIVING US NO ANSWERS OTHER THAN 'WE ARE WORKING ON IT

  Business Response

  Date: 01/10/2025

  We are sorry that you have experience delays in support giving clear answers in regards to payments. From our records, there are no indications of a delay in patient payments being deposited from our partner payment processor to your account. We tried to meet with your team on Friday January 3rd but you all were not able to attend, and we emailed on the Saturday the 4th and Monday the 6th requesting to meet again with DrChrono leadership, but so far you have declined. We would still like to meet if possible and would be happy to pull data payments data together back to 2017 for you to audit if you would like. We recognize that our support team did not clearly answer your requests quickly and for that we sincerely apologize for that experience.

• Initial Complaint

  Date:12/10/2024

  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.

  Billing issue, claims denied by payer ******************* because rendering NPI is not available. Multiple attempts to have Drchrono fix, constantly told it's an issue by the payer. Reached out to payer multiple times and this is not the case, everything is correct by payer and what is submitted to them by clearing house is missing the needed ***. Reached out to their clearing house Trizetto and confirms that ***************** claims are going to them without rendering NPI. No effort at all br Drchrono to fix the issue and impossible to get anyone on the phone. Very incompetent people working to solve issues. Asked manager to call us, no calls.

  Business Response

  Date: 12/19/2024

  Hello Dr. **************** wanted to confirm that we received your complaint about the lack of service to fix ongoing billing issues. We worked with the Support team and verified that this issue has been resolved as of December 12th. We do recognize that the length of time it to resolve this issue was longer than our expectations of ourselves and we apologize for the inconvenience. Please let us know if we can do anything else to support you.

  Best, 

  The DrChrono Team