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:05/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There have been many inconsistencies and problems with this EMR system. I have tried to work through them with the company and have come to the realization they could not care less. These problems are significant. To name a few: patient payments go to incorrect patient accounts and the system glitches and displays vitals and other information as incorrect or missing all together. These are not including inaccurate billing and coding problems that consistently happen from their company. We have not been provided the services they had promised. Also, now that we are trying to switch systems they are not releasing our patient data information and want to charge us thousands of dollars. Our contract also did not state they are allowed to charge us for patient data only if they were importing them not for exporting. I went as far as discussing these issues with their senior RCP vice president followed by the president of the company ************************* and have been faced with silence. They have not provided the services promised and have been charging us full price for them month after month. I requested to downgrade our plan and they tried to force us into a new contract with base pricing for an additional 3 years, which clearly I did not sign. I do not feel comfortable having paid the money we have and continue to pay this given their lack of care and subpar service.

  Business Response

  Date: 05/25/2023

  We have tried several times to come to a resolution with ******************* ****************** signed up for RCM services on 9/30/2021 and went live on 11/29/2021. At that time, 2 vendor teams were managing her account - One was handling coding and another was handling the billing. After a couple of months, she was unsatisfied with billing services and her billing team was changed to a different team. Around November 2022, she brought to our attention that she was unhappy with her coding team and we mutually agreed to change her coding team as well. The new coding team started providing services effective Dec. 2022. At this time, we also agreed to perform audits on the coding done by the previous billing team. The new coding team auditor completed the audit of previous charts and necessary corrections were made.
  
  From there, ****************** stopped paying invoices. When our finance team reached out asking for payments, she requested a meeting with management and wanted to terminate her contract. Once the meeting was held, we offered several solutions to ******************, of which she agreed to none. At this time, she requested for her records to be extracted, and we provided our standard pricing to export her data. We have provided options to **************** on how we can proceed and are happy to help when she knows which direction she would like to go. 

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20073423
  
  I am rejecting this response because: The reason requests were made to switch teams was because there were grave mistakes being made on their part and we realized they did not have the proper training or credentialing to be doing coding and billing. For instance Patients visits were billed as if they had surgery done when they did not in fact have any surgeries done. Patient insurances were billed for surgeries on incorrect body parts that my group doesn't even practice or do surgery on. These are severe mistakes that put my business and practice in jeopardy. After complains (multiple complaints) the *** system agreed to conducting "audits". I was told the audits revealed no errors. Needless to say many more errors were found while "audits" were being conducted. After some time I learned their audits were not being conducted by a trained and credentialed auditor but rather by the same billing and coding team that was making the mistakes previously. In the mean time many other billing and coding error were being discovered. I requested many times to be provided a proper audit by a credentialed auditor that meets the standards of *** auditor. I also learned that contrary to what they told us at the time of signing the contract all of their billers and coders reside in another country except for the one manager per team that resides in *******. We were told they do not outsource to other countries and all of their billers and coders have proper credentialing. This was rejected by their senior RCM Vice President. I also brought the fact that patients payments were being sent to incorrect accounts and the company did not seem to care about this glitch from their system. At this point since we were not being provided the service we signed up for in the contract payments were withheld until a resolution was met. Their senior Vice President was made aware of this and we were told they would notify their billing team about the payments being withheld until we come to a resolution. Instead they suspended our account in the middle of a work day against what their Sr. ** had discussed with us. After contacting them we were told the payments will have to be made in full  in order to continue discussions and to be given a credentialed auditor. So we did pay the outstanding balance. But after they notified us that they were assigning us a newly credentialed auditor who didn't have her certification completed and would become a credentialed auditor in a month or two. We were also told they wouldn't conduct a full audit on all the appointments but rather do a random audit on a couple of hundred appointments. I agreed to this if only we were let out of our contract early, to which their senior vice president agreed. I later was told that they changed their mind and they would only provide the couple of hundred audits only if we would not leave the company when our contract was up. I have asked several times for the recorded meetings, to which they replied they do not have the copies to. Every zoom meeting stated at the beginning the meeting was being recorded by the host. Yet they claim none of the meetings were being recorded and they do not have any copies. 

  yes we did reach a resolution that they pulled out of and then tried to trap us into another contract if we wanted to pursue the original resolution we had reached.They have since withheld the data that belongs to my patients unlawfully. They have refused to release copies of my patient records in order for ** to move to another company without charging me even though in my contract with them it states we will be charged for data import only and not for export. 

  Also, their president is made aware of this and has stayed silent on this matter. I have also multiple other colleagues that have the same problems with the *** system and have been met by the same lack of responsibility. If they want to go back to the original resolution we reached which was they would audit every visit since the mistakes they made were so disastrous that could shut down my business then we can go back to that resolution and I will not ask for money back. But at this time we are not only finding mis codes and errors in their billing but we are also trying to get our data to move on and we are left with the mistakes they have made previously that they do not want to address or audit. AND I have to pay the full price for this ***???? 

   

  I am not accepting this response from them and need to be reimbursed for the money I have spent for services not provided as promised AND I need my patient data since they do not own it. They belong to the patient and I have to have a copy to provide to them. Pure and simple. 

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

  Business Response

  Date: 06/07/2023

  As ****************** mentioned, the audit was offered by our team and as a good faith effort to move forward together as partners and to clarify and correct, if needed, any coding errors found. Once the client decided to terminate their contract and move systems, there was no longer a relationship left to ************* information is clearly stated in communications between the client and our Senior Director of ***. Our senior leadership was included in discussions but allowed the *** team and leadership to handle the situation directly. The purpose of the audit was to verify all appointments were coded and reimbursed correctly. After the audit was completed, at that point, if there was any revenue that was owed to the practice, we would recode and resubmit. Since the audit was not completed due to the practice choosing to sever the relationship, there is no way to verify if there is any missed revenue owed to the practice. The fee to export data is standard across all DrChrono contracts. We are happy to export her data when she is ready. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20073423
  
  I am rejecting this response because: To clarify the audit was never completed. The mistakes that require audits were being made on the part of their billing and coding team and it is their responsibility under their contract to provide adequate service. If it requires audit then it needs to be done regardless of my decision to continue to renew my contract in the coming years. It should be done part of the job that was promised under my current contract and not to be held as a bargaining chip to trick us into another contract renewal. Again per the rules and regulations my patients are entitled to a copy of their documents at no cost which Dr. ****** has to provide. My contract states fee for data Import only. I will need my data exported and will not be paying a fee since it is illegal and not included in my contract either. 

  Per their response their senior management and staff have been aware of these problems including the payments going to incorrect accounts and yet they have taken no action to fix these problems. Any solutions offered by this company has come with a price of forcing us to stay in the contract which legally if I decide to leave I am entitled to not renew my contract and not have to have my patient accounts and data held hostage. 

  Their billing and coding team has made so many mistakes and continues to make them that even if their team decides to audit every visit for free I would have trouble trusting their judgement and work. The only resolution that I will agree to is if they provide my patient data free of charge per my contract with them.

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

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DrChrono is an electronic medical record (EMR) provider that I began using for my new physical therapy practice in 06/21. I really enjoyed using it and was hoping to continue using it. However, in 09/22 I realized that I needed certain billing capabilities that my current plan did not have. I reached out to upgrade and found that the cost was nearly 4x my current plan, which was over 3x the price of other competitors. I was getting approximately a 40% discount at the time so I asked the company to honor my current discount on an upgraded plan. They refused and thus I decided to switch to a more affordable EMR provider.I reached out to DrChrono to settle my existing contract in 09/22. I first spoke with my account manager (****) who told me that there was no alternative to paying the existing amount in my contract. I then spoke with her manager (******) who told me that she would look into options for early termination. After several back-and-forth emails and calls, I stopped getting replies from the manager (******). On our last phone call, ****** told me that she would look into getting a buy-out option for me at approximately half the cost of me paying the remaining months' balance. I still have yet to hear back from ******. Since then I have emailed ****** several times with no reply. I followed up with **** only to have her inform me that my request for early termination was denied, which I was aware of, and is why I was speaking with ******. I also submitted feedback in response to an email prompt sent by DrChrono and did not get a reply.This has been a long arduous process with extremely poor communication. As a new business owner, paying for something that I'm not using is difficult, but it's perhaps more difficult to be left in the dark and strung along for the last 5 months.I am seeking a 50% refund for the last 5 months ($297.50) and early termination from my DrChrono account so that I am not charged for ***** or May.

  Business Response

  Date: 03/08/2023

  Thank you for reaching out. We want to apologize for the drop in communication. Unfortunately, the DrChrono employee ****************** was reaching out to directly was OOO due to parental leave. We are currently looking into why the other email was not received. When ****************** did reach out to the account manager, she did respond and advised that the requested early termination request or adjusted termination was not granted. At this time, the contractual term of the agreement is being enforced. Someone should be reaching out to ****************** directly to discuss this matter further. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19523549
  
  I am rejecting this response because:

  I was in the middle of talks with the employee when she went on maternity leave. We were both aware of the initial decision by DrChrono to now allow my early termination, which is exactly why I was in talks with her. She told me that she would work with me to find a solution and never got back to me. The response by the account manager was simply stating something that I was already aware of, but excluded the entire context of the conversation I was having with the employee who went on leave.

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

  Business Response

  Date: 03/20/2023

  Our team has escalated this request and after further review, the customer was contracted for an annual term contractual agreement which is being enforced. Our Account Manager Leader has reached out directly to the client to communicate the result. 

• Initial Complaint

  Date:02/07/2023

  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.

  For around 7 years I used the *** software Dr. ****** in my office. While using the software I was mildly happy with the software. I however switched around 3 years ago to another *** program that better suited my needs. Since Dr. ****** could not transfer patient files to the new *** software, I had to maintain access to patient files as I transitioned. They charged me $50 a month to access my patient files for "read only" access. Although I'm sure I could argue they legally cant hold patients records ******, I agreed for 1 year to pay the $50 a month to avoid a hassle. Now, about 3 years later and after not actively using the software, they apparently sent me a new contract to sign which, but since it wasn't signed the older contract "auto-renewed" which happened also without my knowledge. I have many, many emails back and forth with an account rep that I don't want to call out by name unless I have to and their internal "collections" department. I have made them aware I do not want their services repeatedly, but they stated the contact I signed years ago will auto-renew even if I don't want it to.

  Business Response

  Date: 02/13/2023

  Hi ********************,

  Thank you for reaching out. We apologize this has been your experience and we have escalated your complaint. Your Account Manager will be in touch soon to assist with terminating your contract. If you have any other questions, please don't hesitate to reach out. We appreciate your business! 

  - The DrChrono Team 

  Customer Answer

  Date: 02/14/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company will not provide me with a complete statement of office visits, amounts paid by me, amounts received by insurance company. They keep saying they will escalate it and someone will call me, but no one ever contacts me and they will not provide me with the information I'm requesting - which is simply a statement from January 2022 to the current day.
  
  This is a billing company hired by my physician ******* ********** *** ****** ********** **** Suite ** ********* ** XXXXX. (Phone XXX)XXX-XXXX). There has been a great deal of confusion regarding charges, insurance, etc., and I simply want a statement.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/24) */
  Thank you for reaching out. We are unable to locate the request for information from you or your provider with the information provided. Are you able to provide us with a ticket number, by chance?
  Your provider will need to be the one to provide you with a statement. If your provider is unsure how to do this, I would encourage them to submit a ticket, if they haven't already, or reach out to our Support team for steps on how to get you this information. Please let us know if you need any further assistance!
  
  
  Consumer Response /* (3000, 7, 2023/01/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is the one who is billing me. They should be able to provide me with the billing statements with all the details of the office visits, as well as the amount I paid.
  
  
  Business Response /* (4000, 9, 2023/01/26) */
  Hello - it appears there is some confusion. Our company works directly with your provider to do any insurance/medical billing - your provider handles any patient-facing billing/statements. If your provider needs assistance gathering this information, they must come directly to us to submit a support ticket. All patient data is protected and would need to be requested through your provider. We hope this helps!
  
  
  Consumer Response /* (2000, 11, 2023/01/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/01/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get Onpatient to delete my online patient account, including my password. Their own privacy policy states, "You may . . . request that we delete your personal information by sending us an email at *********************** I did so, well over a week ago. No response.
  No response, either, from ****************************** This company completely blows off patients. I asked my former physician to step in, and his office has done so. They contacted ************************ and followed the team's instructions, but . . . I can still log in, meaning my password ** still in the system. (Note that only doctorsnot patientscan get ahold of support.) I shouldn't have to bang my head against a wall, only to be met by radio silence.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/06) */
  We have requested patient details from both the patient and provider in order to proceed. The provider has been out of the office. We have sent a follow up message and hope to hear something soon in order to complete this request.
  
  
  Consumer Response /* (3000, 7, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business wrote: "We have requested patient details from both the patient and provider in order to proceed. The provider has been out of the office. We have sent a follow up message and hope to hear something soon in order to complete this request."
  
  1) You never replied to any of the emails I sent to your patient-support email addresses. Seems you reply only to emails sent to your dr-support email addresses. You completely blow off patients.
  
  2) Dr has been back in the office for a week and was in touch w/ you several times.
  
  3) I see that my account was finally closed. But apparently it took my complaining to the BBB.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  Thank you for your response. We certainly care about our customers and patients, and want you to have the best experience possible when communicating with our team. We transitioned our patient support email address about a month ago - if you can let us know which email addresses you emailed, we will take a further look into what happened with your initial outreach. Thank you for your patience and communication while we worked to get your request completed.
  
  
  Consumer Response /* (4200, 11, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You asked which e-addresses I used:
  
  * ******************** (from your *current* onpatient Privacy Policy page)
  
  * I got the other 2 from your *current* website and an online complaint forum. After my account was finally deleted, I deleted my emails to you, so I can't provide specific addresses.
  
  If a patient searching valiantly and repeatedly on your site has had such trouble finding an e-address that actually reaches your staff, you've got a big customer service problem.
  
  In addition, any of your old email addresses should automatically forward to your new onesand trigger a "We have a new address" message.
  
  I don't buy your excuse, sorry.

• Initial Complaint

  Date:08/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When signing up with the platform in May 2022 I was assured by the on boarding agent **** that even with the contract the company would cancel my subscription if I was unsatisfied in any way. I expressed concerns about the length of commitment to the contract before signing and was misled by **** in order to to secure the subscription for 1 year. Now the services do not fit my needs and after being in contact with different associates have been informed that they are not able to help me.

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/01) */
  After reviewing documentation, it appears there was a misunderstanding between the sales representative and the client. We have re-watched the demo recording where the client expressed concern regarding the contract terms, and the sales representative confirmed it was a 12-month commitment. The sales representative did say that on a case-by-case basis, in extreme situations, we work with customers on contract terms. The sales representative also suggested utilizing our free trial account and offered to extend it past the 30-day trial for the client to feel comfortable with our software before signing a contract.

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BY Woundcare Internal Medicine in White Plains NY used electronic health record called '**. ******** from 2017 until ********* Upon *************** of **. ******* we requested data transfer of patient record. **. ****** told us to purchase HIPPA compliant BOX account to transfer and store patients data. We did it later and requested data transfer.
  
  **. ****** failed to transfer data for one year. They claim now that data transfer to BOX was no longer available as of ******** and only manual data transfer (of tens of thousands of documents) or read only subscription was was available options for us.

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/04) */
  The provider reached out to their account manager in June/July 2021 to request options to export data and close account. He was advised of the options we provided at the time for data extraction.
  
  Between July and August 2021, we discontinued the option he was hoping to utilize for this data extraction. The account manager who took over his account did advise him that we no longer supported this option. Unfortunately, the provider was told something different via a support ticket and proceeded with purchasing access to a Box account.
  
  Due to our error, we have offered to have our data team assist in the data export for the customer without a charge. This resolution has been communicated to the client.