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Business Profile

Computer Software

UpToDate, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

This profile includes complaints for UpToDate, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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UpToDate, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 November 27, 2024 I purchased a three-year Up-to-Date subscription for $1399. There was a 30 day guarantee that I could cancel a and receive my money back. I was having technical issues with trying to access the electronic subscription almost from the beginning, and when I finally contacted the company, I was diagnosed with lung cancer. I underwent surgery to remove a section of my lung. In addition, I was leaving my old employer, and I was going to a new employer which provided a free subscription to all of their employees. I tried to cancel, and they told me there was no way that I would have to have the entire three-year subscription at the total price of 1399. I tried to negotiate and say I will pay for one year but can I get a refund for two years and they refused. He said I have to take all three years ago. I have asked them if I could sell my subscription as a sublease and they said I could not. All I want is to have reimbursement for this rather large sum of money. I will not need it and I like the product but I'm going to get it with my new employer after I recover. This is a very large sum of money and all I'm asking for is some compromise. Please help.

    • Initial Complaint

      Date:01/22/2023

      Type:Product Issues
      Status:
      Unanswered
      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 registered to their Uptodate.com subscription on 10/24/2022 to test the product. I sent out a trainee proof which was approved.On 11/27/2022, I subcribed to a two-year subscription at the price of 418.95$ using an ongoing promotion. My trainee proof was already sent and approved for the first subscription. I received an email December 17, 2022 to validate my trainee status, to which I replied the same day.******* notice, they cancelled my two-year subscription and continued billing the first (less advantageous) subscription. It still shows as billed in their member's area. I am no longer able to resubscribe at 418.95$ for two years because the promotion has passed.I would like them to bill me the two-year subscription, reinstate the trainee status and refund the other subscription.Thank you,*****

    • Initial Complaint

      Date:11/30/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      The subscription for one year is for clinical decision support. The cost is $579. Order #********* or O-**********. This is confusing because one number appears on my confirmation receipt and another appears in the e-mail I was sent. Case #********.I purchased the subscription and then decided that it was too expensive to keep so I tried to cancel it. Their policy is below but they will not honor it. After making my request in writing I received a message below:Thank you for contacting Wolters Kluwer | UpToDate.We are sorry to disappoint you.For your reference, your case number is (Case #********)Please let us know if your issue is resolved and that all of your questions have been answered so that we may close your case accordingly.*UpToDate offers a 30-day money back guarantee with all yearly and multi-year subscription options for First Time Subscribers. However, UpToDate does not offer refunds for Renewal Orders, Add-on products, patient subscriptions or 30-day recurring billing subscriptions.This subscription is NOT any of the above. I would like a refund based on the policy listed above.Thank you in advance for your help.Respectfully,*****************

      Customer Answer

      Date: 12/11/2022

      I have not heard from the business in response to my complaint. Since I have not heard form the business what else can be done?

      Thank you.

      ****** Anom

    UpToDate, Inc. is NOT a BBB Accredited Business.

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