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:09/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company to close out my account. I picked a date and made sure I pre-paid up to that date. They customer service *** ***eated the date and confirmed I was 100% paid up to the date I picked. The date was roughy ***** days away. I had closed my practice and wanted access for a while to the **** so I could send them to patients who asked for the records. The date passed. Then I started getting bills for Dr Chrono. I called and emailed them about my bill. Emails were not returned and calls were transferred and transferred. They would tell me to leave a message but no one would call back. My bill becomes passed due and growing every month. They sent an email and tell me they are closing my account due to nonpayment. It was supposed to be closed months before this. Now they have turned me over to a collection company for a bill that I do not owe! I have called dr chrono and no one can resolve the issue. The last person I talked to was named *****. He was going to have his supervisor call me the next day. Of course, no one ever called me.

  Business Response

  Date: 09/26/2024

  Dr. ********* thank you for reaching out about being billed outside of your term. I have verified with your sign contract that we should have stopped billing you in April of this year. I have asked the team to credit your account and remove you from collections. Please give us a couple of weeks to correct on our side. Thank you again for reaching out! 

• Initial Complaint

  Date:07/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a drchrono customer for 5 years and am a solo independent medical practice. I have sold my practice to a large hospital and will need to transition over to their medical EMR. I am required to maintain complete patient medical records for 7 years. ********************** offers a free data export option that is unusable and does not meet any federal or state standards as far as being a complete medical record. They also offer: 1. indivdual patient record exports (4000 of them) that would literally take 1000s of man hours to do, 2. read only chart access for $150/month for the next 7 years or 3. a one time complete medical record purchase/transfer for $3000. None of this was disclosed at the time of signing up with drchrono and I was specifically told the medical records would be provided to me in a complaint and usable format without additional fees. They are holding me, my practice, and my patient records hostage unless I pay another $3000 for the data to be in a compliant usable format. I have escalated this issue within drchrono with no resolution. The "free data export" they offer is unusable and does not constitute a complete medical record as required by law. There are similar complaints against this company with the BBB. Drchrono continues to give invalid and untrue excuses all of which I have heard from them. I seek resolution of this matter through the BBB. I expect a complete transfer of all of my patients medical records in a usable searchable compliant format as required by law. The same transfer they offer for $3000 except at no charge.

  Business Response

  Date: 07/29/2024

  ******************, 
  
  We received your BBB complaint regarding data export options. Our team spoke with you last week and went over the options you have to receive or keep access to your data.
  
  1) We offer a free electronic health information (EHI) export as described in the Code of Federal Regulations (CFR) 170.315(b)(10)(i)(A) for a single patient, and as described in CFR 170.315(b)(10)(ii) for a patient population. You can read more here: *********************************************************************************************
  2) You can pull each individual patient CCDA file - you can find more information here: *******************************************************************************************************************
  3) You can pay us to do an export of each individual CCDA file
  4) You can pull the data from the **** with instructions here: **********************************************************************************************************************************
  5) You can continue on a Read Only plan
  
  Please respond to your open ticket so we know how we can help you. Thank you!

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22006134
  
  I am rejecting this response because this is the same response I already heard from them and constitutes information blocking of sensitive patient medical record data with an unreasonable fee attached to release medical records that patients need and are legally protected to have access to. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/31/2024

  Hi ****************** - Our free (EHI) export is in compliance with Federal Regulations (CFR) 170.315(b)(10)(i)(A) and CFR 170.315(b)(10)(ii). Please let us know if you have any further questions. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22006134
  
  I am rejecting this response because I disagree with their assessment. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/03/2024

  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.

  DrChrono was purchased by EverHealth. In March of 2024 they switched our medical claims clearinghouse to EPS from Trizetto. I did not want this change and did not request it. Since then we have had no ******** claims accepted by EPS or ********. For over 10 weeks we have had no ******** claims processed. Additionally, my rates for the *** also went up. Im paying more and getting less. I have tried for months to work with my account manager as well as their billing department. As someone who has filed ******** claims for over 25 years, I am innately familiar with the process. NO one at DrChrono can solve my claims processing issues. They go in circles, they constantly ask me to reach out to ******** EDI to solve my own issues. Which does not work since they need the error codes from the clearinghouse that I am not privy to. Seeing if I could speed this along, I DID call EDI clearinghouse. And I was correct. The provider does not have the back-end codes sent to the clearinghouse and I provided the list and whom I spoke to to Santhoskumar weeks ago. Additionally EDI ******** (my MAC is ********) stated they had no claims to a review or even look at as they had received no claims since I was with Trizetto. Additionally I went over the setup with them for EPS as my new clearinghouse. ******** EDI stated there were no errors and I was indeed setup and approved for sending claims through EPS and receive remittance. I have asked to speak to supervisors MULTIPLE times. From my account manager to the billing to EPS supervisors. I still have not gotten any guidance. I have asked my account manager ******************* to release me from my contract, she stated they would not do that and my contract auto renewed in May and I was obligated to pay until the end of the auto renewal. Again, when I purchased DrChrono they were not managed by EverHealth. EverHealth has a terrible company culture and couldnt care less about customer complaints or satisfaction.

  Business Response

  Date: 07/12/2024

  ***********************, we have received your BBB complain of issues with submitting ******** Claims. As per the conversation you had with the DrChrono team on 7/9/2024 we are releasing you from your contract.
  
  The reason this issue occurred was facility information was the same as the billing information and the taxonomy code was not in the correct location. Per CMS guidelines the facility is not needed when they are the same, only the rendering provider taxonomy code in the correct location. This was explained to *********************** but she did not agree. We believe the reason this became an issue while switching clearinghouses because the previous clearinghouse edit claims on the back. The test claim sent on 7/11/2024 went through when the facility was removed and the taxonomy was placed in the correct location.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21937162
  
  I am rejecting this response because:
  You are under the misconception that the claims rejections have been fixed.  To date they are not.  The explanation you gave for the rejections continues to be wrong.  As evidenced by claims still not being processed as of 7pm today.  Your claims department is still continuing to make patches and fixes to no avail.   Yes I have been let out of my contract.  Ive had no claims for ******** and many other processed for 12 weeks and counting.  There is no conceivable reason for the issues other than sheer incompetence.   It offends me again at your flippant attitude regarding not providing bare minimum services paid.  I was also told I would not be receiving a refund/credit for the 3 months of failed claims processing.  I am grateful to be moving to a different EHR and different clearinghouse.  Their customer service has already far surpassed DrChrono/Everhealth.  I truly hope your companies culture improves on customer service and satisfaction. 

  Sincerely,
  
  ********************************

  Business Response

  Date: 07/18/2024

  As we explained in our last response you need to remove the facility information and place the rendering provider taxonomy code in the correct location. We did this for one test claim and it was accepted on 7/11.  If you need help on how to do this please contact our support team at *********************************

• Initial Complaint

  Date:06/03/2024

  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.

  Dr Chronos has shut off my access to my EHR after I had already paid my bill. I paid my bill on 5/30/24 and they shut off my access that afternoon. I emailed them twice on 5/31/24 about needing my access as I cannot run my business without being able to use my EHR. They responded that they were forwarding my email to a different department and I have not heard anything since. I have gone 4 days now without being able to do anything as far as patient charting, submitting claims, etc. If I am not able to submit insurance claims, as I have been prevented from doing, I am not able to pay the necessary bills to continue to run my business. I would like my access returned as I am in a contract with them until 10/2024 and because I have paid my bill. I would also like the 4 days that I have been unable to use the system adjusted. I will also likely have to close tomorrow for the day if I do not have access.

  Business Response

  Date: 06/03/2024

  ******* was in touch with our Customer Support team this morning and her account access has been reinstated reinstated. We sent the invoice out on May 15th and May 27th letting her know her payment failed, followed by a final copy on May 30th. Per our payment terms, she was outside of the net 10 terms, so access was temporarily turned off. We appreciate *******'s cooperation - please let us know if we can be of further assistance. 

• Initial Complaint

  Date:05/06/2024

  Type:Order 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.

  DrChrono ************************** Services/DrChrono EHR (hereinafter referred to as DrChrono EHR) repeatedly refuses to terminate my OnPatient account in accordance with the legally binding agreement that DrChrono EHR entered into with me and me alone, referred to as their, Terms of Service, and likewise refuses to delete my information in accordance with their, Privacy Policy, since submitting my written requests for them to do so in January of 2024. DrChrono EHRs support staff needs to be consistently reminded that my medical providers are not a party to the legally binding agreement that DrChrono entered into with me and me alone.DrChrono EHR has demonstrated that they are incapable of not abusing my Protected Health Information (PHI) by using my PHI to send me repeated, unwelcome, and unnecessary communications intended to alarm me by sending me several dozen duplicated emails at rapid pace over several hours, at times reaching a pace of 3 to 4 emails per minute, every time my medical provider generates a billing statement since 2023. These emails offer no ability to unsubscribe as required by law, and having made DrChrono EHR aware, they choose only to continue their harassment.DrChrono EHRs support staff is incapable of speaking anything but falsehoods and constantly tries to shift their responsibility to third parties who are not a party to our written agreement until hanging up on me when they realize that lying to me is not effective.I have informed DrChrono EHRs client (my medical provider) that they are losing all my business because they are incapable of scheduling an appointment while meeting my privacy needs (stop disclosing my PHI to DrChrono EHR). I cannot entrust my PHI to uncaring liars who cannot abide by their own legal agreements and choose harassment.Attached, please find an image of a tiny percentage of harassing emails sent to me by DrChrono EHR. The full extent of the issue is that same picture multiplied by a hundred.

  Business Response

  Date: 05/13/2024

  Hi ****, we are sorry for the delay. Please know we have escalated the ticket for full deletion of your account. A member of our support team will reach out to confirm your account has been deleted. 

  Customer Answer

  Date: 05/20/2024

   
  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:04/29/2024

  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.

  I am being charged a monthly fee for services that I am not receiving. Since October 2023 I have been missing ERA information for submitted claims. I've had 5 phone calls addressing this issue- In beginning in November 2023 with ************************************* who told me she would look into it. I've had two more calls with ********, an hour long call with technician ******************* and another call with ******** and her supervisor *************************************. I've also had more than 60 emails requesting this be fixed. Each time, I'm told "we'll look into it". Previously, their response to my complaint was that " a call was scheduled". That was a month ago- nothing has changed. Nothing is fixed. They continue to stall, say that it's fixed, when it's not and waste hours and hours of my time. The most recent email said "if the issue persists, I should "reopen the ticket". The issue has been been persisting for SEVEN MONTHS. They have agreed to release me from my contract, however- I NEED the missing information- WHICH I HAVE PAID FOR AND CONTINUE TO PAY FOR before I can relocate to another EHR.

  Business Response

  Date: 05/10/2024

  Our Billing Support team has been working alongside **************** to get her the information she needs to submit the claims. We received information from the clearinghouse that more information is need from **************** to move on to the next step in the process. Our Billing Support team has reached out to **************** with next steps via email. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21638757
  
  I am rejecting this response because: that is not true. I submitted the requested EOBs months ago. Your policy continues to be deny, delay, deflect. This has been going on since October 2023. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/16/2024

  Our Billing Support team has been in communication with **************** and has been actively working towards a resolution. **************** was getting BCBS *** from Trizetto to Change Healthcare and then to DrChrono up until the Change Healthcare outage happened - which is why she is no longer getting ***. To fix this, we need **************** to fill out the payer agreement in DrChrono and wait for the payer to approve the agreement. She must go directly to the payer website to get all *** during the outage. For *****, all she needs is to give us check information and a copy of the *** for the *** that she is missing. We know **************** has been in recent contact with our team. We will be in further contact with **************** to request a meeting for any further questions.  

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21638757
  
  I am rejecting this response because:

  I have NOT been receiving ERA prior to the Change Healthcare incident. I have NOT been receiving ERA since October - as I have said repeatedly- and said in the meeting with *******************************, *************************************, and ******************* last week. YOU ARE LYING. I have a recording of the meeting- and it completely contradicts what you are saying here. Also- as I've repeatedly stated here- and stated in the meeting- the EOBs were provided on April 8th. AGAIN, YOU ARE LYING. You really think you're going to just make up nonsense and that it is going to be accepted and that will be the end? I have forwarded ALL correspondence to both ******************* and *****************************. You- along with every other representative at DrChrono- have proved to be completely incompetent and disingenuous. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/22/2024

  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.

  I had previously done business with a provider that had used the OnPatient platform to schedule and manage appointments as I created an online OnPatient account. Recently I have ended business with the provider, and had wished to delete/disable my OnPatient account per the company's privacy page. I did so by emailing ******************************** and requesting information on how to delete my account. The company had never responded to the emails from the time they were sent, after multiple attempts to contact the company and it's privacy team. The reason for me filing this complaint is to get in touch with the company through means of the BBB, to start a dialogue regarding me wanting my OnPatient user account disabled, and if possible, deleted. This request is being made for privacy and security reasons, since I have no business with Dr. ****** at this point in time, and do not antipicate a need for Dr. ****** services. Any information the company can provide on it's privacy policy and the ability to delete/disable my account would be much appreciated. The user account in question that I wish to have deleted is tied to the email address associated with this complaint. Please contact me through BBB correspondence should you have questions or concerns about this request. Thank you.

  Business Response

  Date: 05/13/2024

  Hi ***, we are sorry you have had problems getting to the right people at DrChrono.
  
  We have a few options options to remove functionality from your account.
  1) Contact your former provider to have them disable their connection with OnPatient using this process: ************************************************************************************************************************************************************;

  2) Remove the OnPatient connection to your former provider using using this process: ***********************************************************************************************************************;

  
  3) If you would like your account deleted, please email ******************************** from your OnPatient email stating you are a patient and wish to have your account deleted.

  Please let us know if we have be of further assistance! 

• Initial Complaint

  Date:04/15/2024

  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.

  I am being charged a monthly fee for services that are not being provided. Since October of 2023, I have had missing ERA information from claims that have been paid. I have submitted multiple tickets, had numerous emails and phone calls, but the issue is ongoing. In addition to that- I am paying a monthly fee for claims to be submitted to insurance companies. For February *****, 2023 and March 4-5, 2023 Drchrono's system shows that claims have been submitted. But they have not. So not only I am paying for a system that does not work, but I am also being given misinformation which is resulting in not being paid from insurance companies. In addition, The entire website random "becomes unavailable". Also- other functions periodically just stop working. The company continue to insist "They are working on it" But none of the problems are solved, while new ones arise- almost daily. I have also been charged for going over my allowance for reminders- which I did not actually use- but that was yet another error in their system that created "follow-up dates" and sent out reminders, harassing my clients, without my permission. **************** is incoherent and incompetent. Not one ticket filed in the past six months was solved by DrChrono's customer service. The complete unreliability of DrChrono has negatively impacted my business, and continues to do so. I have made requests for refunds- which have been ignored.

  Business Response

  Date: 04/15/2024

  Our team has been in direct communication with **************** for some time now, working with her towards a resolution. We last met with **************** on 3/28/24 and have followed up with her since asking for an additional meeting so we can escalate her concerns. We kindly ask **************** connect with her account manager to set up a conversation with our team so we can assist further. 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21571668
  
  I am rejecting this response because:

  Wrong- we last met April 3rd. Still no change in any of the issues that have been going on since October. And multiple new problems with the service. I have meeting after meeting after meeting- nothing changes. Read what I wrote. I asked for a specific resolution. During the meeting, I'm told "we're working on it". My requests for refunded fees for services I am not receiving have been ignored in those meeting, as they are being ignored here. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/16/2024

  We understand the frustration **************** may feel and our team has a meeting scheduled with her for this Friday, April 19th. Please know we want to support her and take this seriously. Our engineering team is work on a fix for reminders, and our billing support team has been working alongside **************** to assist. We look forward to meeting this Friday and discussing these items further!

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21571668
  
  I am rejecting this response because:

  As with every other phone call, nothing has been resolved, ERA from six months ago still missing, claims submitted two months ago still have not reached the payer. The response, as always was: "we're looking into it". I am requesting a credit fro the past three months be applied to my account. While you have agreed to release me from the contract- I cannot actually leave until the above issues are resolved- as I need the missing ERA and submitted claims to be settled before I can move to a new EMR. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/11/2024

  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 have had a billing issue with ******** HMO plans billing through Dr Chrono, I contacted the staff a couple months ago and someone answered and was able to help me fix part of the issue. I have numerous claims that are not getting processed because of an EDI set up on Dr Chronos end. I am telling them waht the issue is and no one will call me back. I have left messages several times a week, when i get someone who answers I am told I will get a call back later that day but no one ever calls and is interested in helping me with my billing. This has been going on for over a month and there is no resolution. I have gotten timely filing on several of my claims because of this issue. Dr chrono has no problem contacting you every day threatining to shut of your service if they do not get paid. They are happy becaue they received thier payment but not willing to fix thier error. I have called at least 20 times and sent numerous emails, I need this resolved immediatley.

  Business Response

  Date: 04/18/2024

  Our team has been working closely with ****************** regarding the *** issues with Trizetto. Our billing support team has been working directly with ******** to investigate the issues, and we recently shared the update with ****************** on 4/12 that they are going to restart enrollments due to a NPI issue. Our team will continue to update ****************** with any updates, as we are working diligently to get this resolved.

• Initial Complaint

  Date:07/25/2023

  Type:Order 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 paid for an EHR (electronic health records) subscription from Dr. ****** for years. In February 2022 we decided to switch to a different EHR company called ****.We are 1.5 years out from our switch and Dr. ****** has not allowed us to export our patient files without doing a "manual extraction process." This would involve going into each of ****+ patients and one-by-one exporting their data, which would be hundreds of hours of work. Typically EHR companies allow you to bulk export data. It is our data after all. We simply paid them to store it.We tried working with several people at Dr. ****** over months to export through Box.com and still don't have our records from a year and a half ago. I have dozens of emails in which they say they were having technical difficulties with the export process. Now they have us paying for a read-only subscription but just told us they are tripling the price. If we pay for the subscription for 10 years after switching to ****, it will total $15,000! (This is how long we are required to keep medical records in ********.) Otherwise, they now tell ** they can export our records for a fee of $10,000. Is it legal to withhold our records like this? This seems like shady business practices and small medical practices will have to spend an exorbitant amount of money to comply with the laws around keeping medical records. I have two solutions that feel like a fair outcome - 1) Dr. ****** bulk exports our records without the huge fee or 2) They waive the $150/month read-only subscription fee until we have retained the records for the required 10 years.

  Business Response

  Date: 07/28/2023

  Hi ********, thank you for reaching out. Unfortunately, we no longer support the Box.com export, so we do apologize for any miscommunication you may have received there. We certainly want to help you get your data! Your options for exporting your data in order to discontinue read only access are listed here:

  OPTION 1: Manual Export Features
  With this option, you are able to export a zip C-CDA file of your patient list. You can also export your patient demographics as a .csv file. For clinical notes and uploaded documents, you will need to export individually from within each patients file. You should have received any email from our account management team with links to support articles to do this - if you did not, please let us know and we would be happy to resend. 
  If you choose Option 1, we will require 30 days written notice to discontinue this access.
  
  OPTION 2: DrChrono exports your data for a fee, you can have our team export your data for you and then provide you with this information that you can take to the business of your choice. You can find more information about this here: ************************************************************************?
  This is a fee for service option and will negate the need for extended read only access to the system.  If you choose Option 2, we will require 30 days' written notice to discontinue this access.

  Please let your Account Manager or Support Team know which option works best for you and we will be glad to assist. Thank you! 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20371606
  
  I am rejecting this response because:

  - when we terminated service Dr. ****** was still supporting box.com. I have MANY emails with them trying to coordinate a data export to box.com AND receipts from paying a box.com subscription. They cited technical issues for months and never provided me the data.
  -They are legally bound to provide us with the data that we paid them to store, in a way that is not cost or time prohibitive.
  - If we choose option 1 -$10,000 for a data export is cost prohibitive for a small business, and was not stated in the contract.
  - If we choose option 2 this will take hundreds of hours to manually download each SOAP note for 7000+patients. No small business has the person power to do this.
  - This is a shady way to keep us paying a monthly fee to Dr. ****** for 7 more years.
  - Many medical groups have complained about this companys shady business practices on social media and verbally in industry circles. We hope that this will protect other businesses like ourselves.
  - We own this data and should now have to pay to get what belongs to us. All other EHR companies will do free and simple downloads of the data they stored when you switch companies.
  
  Our ideal resolution would be a free download of our data either into cloud based storage or into our new EHR system, ****. If Dr. ****** cannot export this data for us, they should waive the subscription fee for **** years so we can comply with medical records laws.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

  ********, 
  Thank you for this context! Upon further investigation, we have found where our team started the Box.com export for you. Our team was under the impression the data export had been completed, so please forgive us for the confusion and lack of follow up here. We have escalated this ticket and will begin working on the export soon. Someone from our support team will reach out to your practice once the data export has been completed. We sincerely apologize for this oversight and appreciate you bringing this to our attention so that we can make things right. We will be in touch soon, but if you have any questions, please don't hesitate to reach out. Thank you! 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20371606
  
  Can you please confirm I will not be billed for the data export, and in what time frame the export will be complete? Then I will happily accept your repsonse.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/16/2023

   
  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.
  Hello, This is regarding re-opening Complaint ID # ********- ********************** I mistakenly rejected the businesss response. Can you please re-open the complaint? I would like to accept. I just wanted to ask ************ Can you please confirm I will not be billed for the data export, and in what time frame the export will be complete? Then I will happily accept their response. Sincerely, ***************************
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20371606
  
  I am rejecting this response because:

  
  Re-open Complaint ID # ********- ********************** Hello, I mistakenly rejected the businesss response. Can you please re-open the complaint? I would like to accept. I just wanted to ask ************ Can you please confirm I will not be billed for the data export, and in what time frame the export will be complete? Then I will happily accept their repsonse.

   
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/24/2023

  Hi **************, Our team will start on the Box Sync soon. Once it is complete, our team will reach out to let you know it has been completed. There is no charge associated with this! Please let us know if you have any other questions. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20371606
  
  I am rejecting this response because I have a few questions around the resolution:
  

  What is the time frame for this export? (Last time we waited months and it never happened)
  Do I need to get a box.com subscription now?
  How do I share my box.com credentials with them so they know where to upload the data?

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/25/2023

  Hi ************** - our team is working with the engineering department to get a timeline. We are hoping within the next few weeks, however I cannot guarantee an exact date at this time. They know how important this is, given the misunderstanding on our end, so we are working to get it done as soon as possible. 

  You will not need a box subscription and will not need to give us credentials. We will be putting the data into our own shareable link either via Box or ********* and providing access to you so you can download the data via the link. The link will expire after 90 days, so you will need to arrange for long term storage of the data however you choose. 

  Thank you!

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20371606
  
  I am rejecting this response because: Can you please keep this open until the business completes the resolution. I have not heard anything about the export of my data yet. Should I pass this message on to them? It seems like they are not doing anything to move on this.
  
  Thank you.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/06/2023

  Hi ************** - We assure you our team has been working on the data export. This is a multistep process - we have completed the first step in the data extraction, and are currently working on getting everything uploaded to be able to share with you. With the amount of data that is being exported, it can take several days to complete each step. We are actively working on this and appreciate your patience. We will follow up with you directly as soon as it is complete! 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20371606
  
  I am rejecting this response because: This complaint was filed almost two months ago and nothing has been done to resolve it. Dr. ****** has not reached out on our data export and it appears they will not be getting our data to us.
  
  I would like to propose an alternate resolution. If Dr. ****** cannot export the data we paid them to store, they should waive the fee for the read-only access until we have met the 10 year statute during which we are legally obligated to keep medical records.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/29/2023

  Hi **************! Thank you for reaching back out. As mentioned in our last response, securely exporting this amount of data does take quite a bit of time. We checked in on the data export today, and we are making excellent progress. We will continue to keep you updated and will reach out as soon as the export is complete. Thank you! 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20371606
  
  I am rejecting this response because:

  This complaint was filed almost two months ago and nothing has been done to resolve it. Dr. ****** has not reached out on our data export and it appears they will not be getting our data to us.
  
  I would like to propose an alternate resolution. If Dr. ****** cannot export the data we paid them to store, they should waive the fee for the read-only access until we have met the 10-year statute during which we are legally obligated to keep medical records. 

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20371606
  
  I am rejecting this response because:

  This complaint was filed almost two months ago and nothing has been done to resolve it. Dr. ****** has not reached out on our data export and it appears they will not be getting our data to us.
  
  I would like to propose an alternate resolution. If Dr. ****** cannot export the data we paid them to store, they should waive the fee for the read-only access until we have met the 10-year statute during which we are legally obligated to keep medical records. 
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/17/2023

  Our team has sent the link to ************** to access the patient files. Please let us know if she needs any further information! 

  Customer Answer

  Date: 10/19/2023

   
  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. Thank you for making this right Dr. *******
  
  Sincerely,
  
  ***************************