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:03/12/2025

  Type:Product 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.

  I am extremely disappointed with PatientNow and would not recommend their services to any medical practice. Despite canceling my account, ********************** continued to charge me $510.61 per month, which is completely unacceptable. On top of that, I paid a $1,524.99 initiation fee for a system that never functioned as promised between October 2023-November 2024. I requested cancellation in April of 2024 and they continued charging me through November of 2024!From the start, the service was riddled with issues. My e-prescribing (e-Rx) never worked, creating unnecessary obstacles in providing care. Additionally, Fullscript was never properly integrated, despite this being a key feature I was assured would work seamlessly. As a result, I never received the full functionality of the service I was paying ****** make matters worse, customer service was nearly nonexistent. I sent multiple emails seeking support and resolution, but never received a response. For a company that claims to support medical practices, this level of neglect is unacceptable.I regret ever signing up with PatientNow and strongly advise others to avoid them. The lack of reliability, poor customer service, and unjustified billing make this an EMR system to steer clear of. Do not waste your time or money!

• Initial Complaint

  Date:01/04/2025

  Type:Sales and Advertising 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.

  I was searching for a scheduling app for my home dog grooming business 12/24. I found an app called Envision Paws, was required to complete a demo first which I did. I signed a contract on 12/27/24, provided credit card info for monthly withdrawals, and requested the password information so that I could use the software. I never received it. After repeated inquiries I was informed I would have to complete yet another webinar to receive log in info, and had to sign up for a certain date. I was not informed, nor is it in the contract, that I would be unable to use the software immediately after purchasing it. I informed them I was no longer interested. I had to purchase a different app to run my business. They charged my card anyway until I cancelled it, and proceeded with collections. I am not paying for a product I never used and never had access to. It would have been easier for Patient Now to provide the log in that I needed to access the service I was paying for than to go all through the collection process for exactly ******. I want all collection activity to cease, any collections on my credit report to be removed.

• Initial Complaint

  Date:11/01/2024

  Type:Billing 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.

  We have been loyal customers of ********************** for over a decade, but this past year has been a nightmare dealing with their disorganized and unresponsive service. Since early 2023, we have been trying to switch our account to a simple read-only plan to better fit our current needs. Instead of clear support, weve been met with endless roadblocks, unreturned calls, and representatives who dont seem to have any record of our requests or agreements.After finally reaching an agreement with their team, we were quoted a set monthly rate. Yet, without any warning or authorization, we received unexpected charges that directly contradicted the agreement we made. We were assured that storage fees wouldnt applyonly to be charged for them anyway. Attempts to resolve this continue to be ignored or redirected, as if our account is in limbo.The lack of follow-through, unauthorized billing, and absence of accountability are deeply disappointing and concerning. If youre considering PatientNow, be prepared for a lot of frustration, unexpected fees, and poor customer support. We cannot recommend them to anyone looking for a trustworthy, professional service in the medical field.

• Initial Complaint

  Date:08/14/2024

  Type:Product 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.

  Multiple issues that were left unresolved with EHR system Failure to respond to request for Data export of HIPPA complaint information in order to move off their platform. Failure to respond and rectify issues with consent form integration resulting in lost business staff overburden and staff turnover Failure to provide a service that was originally guaranteed, and failure to provide refund solution or any solutions to help my business run while i wait out 60 day notice

• Initial Complaint

  Date:08/12/2024

  Type:Product 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.

  On August 5th, I signed up for *** services with Patient NOW, assured by **************** Rep ******************************* that I would receive onboarding documents, training, and software access within 24 hours. **************** understood the urgency due to my business's upcoming opening.From August 6th to 8th, I made several attempts to contact Patient NOW via phone and email, all unanswered. On August 8th, I notified the company by email of my intention to cancel the contract starting October 1, 2024. Later, ***********************, Director of Sales and Execution, finally replied, stating he was too busy to onboard me.On August 9th, **************** emailed again, refusing to cancel my 12-month agreement despite my attempts within two days of signing. His conduct, along with the companys overall lack of response, has been unprofessional and condescending. My calls remain unanswered.I reached out to *************************, Senior Director of Service Delivery, and *********************************, Chief Customer Officer, yet received no assistance. Four days after my initial outreach, I was sent a generic onboarding link without direct contact.I am filing this complaint with the Better Business Bureau to address Patient NOW's poor service, lack of communication, and refusal to honor my cancellation request.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  I have been using this companies' services for approximately 4 years now and using their point of sales services for transactions that are ran through my business; PatientNOW EMR. I recently changed my banking information to where my deposits should be transferred to another financial institution. I connected my account through PLAID as their system promoted. I have been receiving transactions since my account switch from July 1-July 16, 2024. That account switch was made on July 1. 2024. On July 16th I receive an email from the company stating that they need a document that has both my account # and my routing # on it and that my deposits will be placed on hold until I provide this documentation, despite me receiving daily deposits for the past 2 weeks with the new switch. I sent in my entire June banking statement from new bank showing & they will not accept this since it does not have the routing # on it. No document from the bank, aside from checks, has routing and account # on it for privacy reasons. Plaid is already connected to my account, and it is showing full access to the account. They now have refused to deposit $4,500 into the new account and have placed my account on hold. I have emailed them on Friday July 19th with no response, I called Friday July 19th and was on hold until I was prompted to leave a voice mail to receive a return call, have not received a callback, called this morning July 22 and spoke to someone with no resolution, also asked to speak to the manager and was told they were unavailable When connecting the account, it clearly states that the documentation is required when doing a "manual" entry for the account switch, not when you are connecting via Plaid. and again- I have been receiving deposits with no issues for 2 weeks after the account had been switched. They are keeping my from being able to operate my business without the funds that I need.

• Initial Complaint

  Date:06/05/2024

  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.

  We signed up for a marketing program through our electronic medical record company. In hindsight, the sales **** ******* was brand new. Our contract was supposed to start in March after the launch of our new website. We also had a social media portion and an SEO aspect of this package. However, when it was time to sign off and officially start the launch I asked when a certain part of our social media was going to be done and he said thats not part of your contract. I refused to sign off until our situation was resolved, because we were able to produce the excel document listing our package. It was still 6 weeks of this back and forth about our package and I was not getting any resolution. By that point we were charged for 2 months of this contract, but our situation wasnt resolved so there was so way they have been carrying out their part of the contract. I was confused how we could even start this contract if I didnt sign off on the onboarding and we had some major issues still pending. I started to get the feeling there was some shady sales tactics, hidden fees, and some dishonesty. I started telling them We are not a good fit. I dont trust your company. We cant continue. Suddenly, they will honor the package we thought we had, but tell us we are locked into this contract. My only issue is I specifically asked at the beginning before we signed the contract if we could cancel anytime. The new sales **** ******* said yes. You can cancel. I had 3 other people in that meeting with me. I do have a point of contact I communicate with, but he has not let me speak to a manager despite my repeated attempts over the last 3 months in asking to speak with someone other than him. As weeks go by we are charged every month with no resolution. There is no way they are fulfilling their part of the contract if we have not been able to move forward. They have charged us over $2K per month for the last 4 months. We have been going back and forth on this issue for 3 months

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair 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.

  Date of Transaction 9/29/23 Signed into a contract under the understanding system integrated with Growth99 per sales rep (no longer works for company). I had multiple back and forth regarding issues. I was told I can cancel contract with a fee. Again tossed back and forth between representatives to be told there is no fee to break contract can pay in full only.

  Business Response

  Date: 04/29/2024

  We appreciate the investment ******************* has made in using Envision. We regret that her initial request to resolve was routed to an employee who left the company. We have updated our practices and rolled out Client Success Managers. This matter was resolved within 3 business days of getting in touch with a CSM. We accepted the notice of cancelation on contract term at 09/28/2024 but will continue to work towards value realization to renew vs. cancel when the time comes. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21439257
  
  I am rejecting this response because:

  I first took interest with PatientNow and had multiple meetings with ************************* in the beginning of 2023 (The employee the are claiming does not work for them anymore, which is a lie. I actually reached out to him, and he in fact still works for company. I also discussed this detail with ***********************, since she was the person that stated he no longer works for the company).  After much discussion and review with ******, I decided on trusting this company and had reviewed all of my integration concerns because I also decided on signing with my CRM management company because everything would be able to sync. I have been in communication with PatientNow ... representatives discussing my issues with being able to integrate my CRM management (Growth99 with PatientNow). There has been a constant back and forth for months with different responses in regards to capabilities with PatientNow. With that said this company has multiple facets from Envision to PatientNow to a variety of different names. My access is to the PatientNow website thus it would be safe to say I have PatientNow at least that was my understanding. Furthermore, there is confusion regarding name, services offered, and integration abilities within the company itself, this has been a frustrating to say the least. I decided I wanted to cancel my services and once again confusion and a back and forth push back continued. I was told by I would be able to cancel by services with a cancellation fee by *************************** on 02/28/2024. During this time, I received a phone call from **** and she herself told me, *************************** would be able to cancel my contract. Then after ******* referring me back to ****. **** told me unless I had written proof that I was told by her company that Growth 99 and PatientNow, Envision, RX Photo... whichever name they would like to be call today, integrated she would not be able to cancel my contract.  Nonetheless, I also had issues with the Envision payment terminal, the terminal required I input WIFI information everytime I wanted to accept payment. This has also been discussed with ****. Lastly, due to the confusion amongst the company and the lies I continue to be confronted with by them. I want my contract cancelled and refunded. I can forward you back and forth emails of me trying in good will to get solutions to the problems I was having as well as text communication with ****** were he apologizes for the confusion. Any reasonable company in good faith, would see the experience they have provided and try to rectify the situation, instead on continuing to force me to stay under contract with them. There is no reason why a company would want to continue a relationship that continues to not provide appropriate customer service and blatantly lies.  

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

• Initial Complaint

  Date:03/06/2024

  Type:Product 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.

  I am writing to file a complaint against Envision and Patient Now collectively referred to as "Envision Now"(after their recent merger) regarding billing errors and lack of responsiveness to our concerns.In August 2023, our company switched our merchant services to EnvisionNow internal processor whom we use for our internal database needs. Shortly after, we discovered a significant glitch in their system that resulted in inaccurate transaction processing despite approvals on the terminals and reports in the system showing approvals of said transactions. We are currently conducting an audit to determine the full extent of the issue. So far, we have identified over $10,000 in lost revenue due to this glitch, and the number is expected to grow as the audit continues. It is still unclear if the issue has been resolved to date.We contacted them to report the glitch and request a resolution. They acknowledged the issue and admitted fault stating they would be escalating the situation for an urgent resolution. However, despite repeated attempts to follow up over the past four weeks since the last email (the last response received was on January 26, 2024 from a company representative) they have failed to provide any updates or respond to our inquiries and several follow **** This issue has been going on since August with multiple attempts to resolve amicably with no response or cooperation from the company.We request the following:Reimburse us for the full amount of lost revenue identified through the audit, currently exceeding $10,000.Cover the cost of the ongoing audit, including fees and lost time associated with the investigation.Provide a clear and detailed explanation of the glitch and steps they are taking to prevent similar incidents in the future.We kindly request that you review this complaint and mediate a resolution. We are confident that a fair outcome can be reached through your intervention.Thank you for your time and assistance.

  Business Response

  Date: 04/30/2024

  To Whom It May ****************** customer initially contacted ********************** Customer Support on 12/14/23 and advised they saw that a charge was approved in the software, but it did not actually charge the patient and showed as failed. The client followed up two more times on 1/19/24 and 1/24/24 to advise the situation is still occurring. 

  1/25/24 a manager from PatientNow escalated this issue to PatientNow's engineering team to advise them of the situation and find a resolution. 

  1/26/24 PatientNow's engineering team found the issue and issued a hotfix to resolve the issue. One of PatientNow's Managers reached out to the client to advise them of the status and that the issue is being worked on by the engineering team to resolve. 

  2/6/24 The client followed up to check on the status of the hotfix.

  2/7/24 The engineering team advised the hotfix went live and is now resolved.

  2/16/24 - The client requested compensation due to this issue.

  3/7/24 - PatientNow's payment support team reached out to the client and requested the reporting audit that the client created showing that the client lost out on $10,000 in funds. The client responded and stated, "What losses has Envision (PatientNow) payments discovered," but did not provide the audit.

  3/8/24 - A PatientNow manager reached back out to the client asking to get a better understanding of declines in the payment portal.

  3/15/24 - The client responded and stated, "Unfortunately it's been nearly 2 months with more and more issues happening every day as it seems you have not taken this matter seriously nor come up with a solution to fix it and take care of our lost business and income as well as fees."

  A manager from PatientNow responded and again requested a copy of the audit from the client. 

  Three members from PatientNow's support and management team met with the client on 4/23/24 to advise of the next steps and that we are still needing the audit from the client.

  A manager from PatientNow followed up with the client via email on 4/23/24 and and 4/29/24 again advising that the next steps are for the client to provide a copy of the audit showing they are missing $10,000. 

  The client has yet to provide this audit, meanwhile PatientNow is consistently following up to ensure this issue gets resolved. 

  Sincerely,

  PatientNow
  

  
  

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21393918
  
  I am rejecting this response because I have been in contact with the business where they have admitted fault and issues with the system including a loss for me due to their system errors. They requested samples of the issue which we submitted in January 2024 and are now requesting more that we sent over. They have committed to getting this resolved based on the meeting at the end of April including a full audit on their behalf since this is a system error with the service I pay them for but there has been no resolution or reimbursement to date.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/03/2024

  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.

  On 11-1 2023 we entered into an agreement with Patient Now (PN) to revise/renew/improve our website. The agreement is for one year. The cost of the service is $2400 per month. We are in month 5 (5 x $2400 = $12,000)These are snippets from our contract:4. Custom Website Build: Up to 30 total website pages, including up to 10 custom service pages, optimized for SEO (***** words **** per page. *Client to provide content, assets, images...5. Monthly Website ********************** Up to 2 hours/mo of edits 6. Optimized Local Search: Content creation focused on SEO, including 2 monthly blogs (~***** words), ****** Business Profile creation, and monthly reporting,The PatientNow (PN) team created 10 new webpages for us as agreed, however, the webpages were full of poor grammar, vague/fluffy use of common search terms for our practice. Each page listed ambiguous benefits of our services. PN agreed to re-write only one of the 10 pages. We asked PN to correct all ***************************************************** a writing guideline. They requested an additional $679 to do so. The contract specifies that we are to provide the content. PN has only allowed us to provide content for one of the 10 pages. The contract specifies that each page will be SEO optimized. We have asked for meetings with their SEO team to show us how each page has been optimized. They refused. They told us that the pages were SEO optimized so there was no need to meet and discuss the matter. The contract specified that PN would create 2 blogs for us each month. They have not created any blogs to date and we are 5 months into the agreement. We are owed 10 blogs at this time. When we ask for blogs to be written, we get answers that are consistent with PN changing the rules from what is written in our contract. PN has broken the agreements in our contract. They have failed to provide the services they agreed to offer. I would not recommend them to any business anywhere at all.

  Business Response

  Date: 04/24/2024

  From: ****************************;<**************************************>
  Date: Tue, Mar 26, 2024 at 5:14?PM
  Subject: **** **************** & PatientNow
  To: <****************>
  Cc: *********************** <*********************************>
  Hi ****, 
  
  ****** escalated your experience to my attention and I noted that we received a formal letter from the BBB regarding your implementation. I want to thank you for taking the time to provide feedback and meet with your PatientNow account team. We never want our customers to feel the need to file a formal complaint. We are committed to partnering with you to resolve issues and provide quality deliverables.
  
  I touched base with **********************, and ***** to review the path ahead. I wanted to be sure the below represents your perspective on how we improve your current and future experience working with PatientNow.
  PatientNow to provide a timeline for revised content (9 Pages) by week of 4/1
  PatientNow to provide a timeline for Blogs (2/month)
  PatientNow to provide a different font on title page - Complete, awaiting customer sign off.
  **** to provide Creation Table for Treatment Pathways
  If so, we hope that you would consider withdrawing the complaint. We look forward to working with you and ensuring your success on the PatientNow solution.
  
  Kind regards,
  ***********;
  
  *********************************
  Chief Customer Officer
  ****************************************************************
  Support: *******************
  www.PatientNow.com