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:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per the Doctor I'm supposed to get my labs from this site. I've attached the email I received. It is impossible to log into their site either by registering or by using the code to cell phone option. I called a support number and the cs rep could not assist told me support was for doctors only. This is a horrendous way for a patient to be required to deal with the difficulty of this site to get their important medical lab results. I'm also complaining to the doctor. The portal gives two telephone numbers one for sales ************ and one for Support ************----- apparently it's not for patients as the CS rep kept repeating the same sentence from a script so I repeated I am a patient and received an email from you, and I cannot log into your site. Then he said this is for doctors.

  Business Response

  Date: 07/11/2025

  Our team is directly in contact with the client to come to a solution.

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business of eclinical was solicited for implementing electronic medical records and billing platforms etc in July 2023. Since implementation of the platform the services of the company have been extremely below standards. The technical support is insanely slow for medical standards where patient information and medical needs demand timeliness such as provide prescription medications or services. This is likely due to the overseas nature of the staff. Corrections are not made when requested and staff is only available on their timeframes. Even their billing is incompetent sending invoices with debts and credits listed in the same amounts but not applied against each other which incurrs a penalty late fee. also the contract is predatory for 5 years with a penalty larger than continuance.

  Business Response

  Date: 07/03/2025

  Thank you for taking the time to share your experience. We are happy to discuss these concerns further with you. Your assigned Strategic Account Manager has made several outreach attempts, and we did not receive a response and have not been able to connect successfully with you.
  
  
  If cancellation is your course you wish to pursue, all terms-including duration and early termination are outlined in the contract. Please submit a case requesting cancellation on our customer portal.  
  
  
  We remain committed to supporting your practice and would be happy to connect directly to address any outstanding concerns. 

• Initial Complaint

  Date:06/27/2025

  Type:Product 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.

  Every day we deal with system malfunction, error messages, inability to speak to anyone in English that we can understand and no resolution for over 2 months of not being able to send insurance claims to insurance to receive reimbursement

  Business Response

  Date: 07/01/2025

  We are working with the client directly to assist with their concerns.
  
  

• Initial Complaint

  Date:06/02/2025

  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.

  eClinicalWorks LLC breached contract and demonstrated unprofessional service delivery on critical healthcare data extraction project. Despite paying substantial fees and establishing 6/30/25 completion date via 49-day SLA, company unilaterally extended timeline by one month without consultation, jeopardizing our 9/2/25 EHR go-live date. KEY FAILURES Poor Project Management: ********************* facility/provider information provided 4/29/25, repeatedly requested identical data throughout May showing disorganization. Created confusion over $2,000 progress note locking fee, initially suggesting variable costs then confirming original amount. Demonstrated technical incompetence with basic fax server coordination, requiring our IT team to provide guidance on standard procedures. Breach of Contract: On May 13, 2025, unilaterally announced one-month delay (June 30 to July 30, 2025) without prior consultation, advance notice, or discussion of alternatives. Only vague justification cited "huge database and webapps size"critical information assessable during initial April 16, 2025 project initiation. Patient Safety Concerns: Multiple information requests and scope confusion raise data integrity questions. Inability to manage routine fax server operations during data locking demonstrates concerning technical limitations affecting patient communication systems. IMPACT **************** losses from project delays Operational disruption extending outdated system reliance Jeopardized patient care transition timeline Resources diverted from patient care to manage vendor failures RESOLUTION REQUESTED Return to original June 30, 2025 completion date Senior project manager assignment Financial compensation for delays and disruption ******************** involvement Written process improvements eClinicalWorks' systematic failures demonstrate unacceptable disregard for healthcare operations and patient care implications requiring immediate accountability and correction.

  Customer Answer

  Date: 06/03/2025

  This is a workorder for a portion of the overall process, however it shows the name of *********************. We are a care center under their MSO. Hopefully eCW is intelligent enough to find us now.

  Business Response

  Date: 06/09/2025

  Our team is working directly with the practice regarding their concern in order to have it resolved.

  Customer Answer

  Date: 06/10/2025

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

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding eClinicalWorks due to billing discrepancies and extremely poor customer service. My contract clearly states that I should be billed $150.00 per month. However, in May, I received three separate invoices totaling $287.50specifically, one for $170.00, one for $97.50, and one for $20.00. When I questioned these charges, I was told the additional invoices were from March. Despite this explanation, I am only now receiving these charges in May with no prior notice or communication.This is unacceptable and feels like a breach of our agreement. I have attempted multiple times to contact customer support to resolve this issue, but no one will answer the phone or return my calls. The lack of proper customer service and transparency is extremely frustrating. I feel stuck in a contract with no accountability from eClinicalWorks and no clear path to resolve my concerns.Since signing on with this company, my experience has been nothing but negative. I am seeking a resolution that reflects the original terms of my contract, a correction of any overbilling, and a meaningful response from their support team.

  Customer Answer

  Date: 05/06/2025

  I reviewed the eClinicalWorks Cloud Agreement *** Medical document you uploaded. There is no language in the agreement that explicitly states you are required to pay a prorated fee for March.
  Here's a summary of what is included regarding fees:
  Section 2 (Fees and Payment) outlines general terms about monthly fees, payment due dates, and late fees, but does not mention prorated charges for partial months.
  Section 10 (Term and Termination) explains the renewal and termination process but again, does not mention any obligation to pay for partial use (like a prorated March fee) upon early termination or delayed start.
  If the vendor is charging you a prorated fee for March, they would need to point to specific written authorization for that in the agreementor provide an amendment or invoice that supports it.

  Business Response

  Date: 05/15/2025

  Our team is directly in touch with the customer to come to a resolution.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23292959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 05/15/2025

  Dear BBB Representative,
  I am writing in regard to my complaint against ************. I would like to formally notify you that I am rejecting the response provided by the company.
  While I did receive a phone call from ************, we did not come to a resolution. During the conversation, they stated that I still owe payment for an invoice dated March. However, I did not receive this invoice until May, and I do not agree with being held responsible for a delayed charge.
  Additionally, their explanation mentioned the invoice was prorated for March, yet at no point in our signed contract does it state that a prorated invoice would be issued or billed separately. If what they are saying is accurate, I believe the invoice should have been sent and billed in Marchnot months later in May.
  Because of these reasons, I do not find their response or explanation acceptable.
  Thank you for your continued assistance in this matter.
  Sincerely,
  ****** *****

  Business Response

  Date: 05/16/2025

  Our team is directly in touch with the customer to come to a resolution.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23292959
  
  I am rejecting this response because: The charge is still on my account. No one has called me to resolve this matter since earlier this week, and when they did call it wasn't to resolve this matter. I t was to tell me what is in the contract that I have already read through.
  

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

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23292959
  
  I am rejecting this response because: The charge is still on my account. No one has called me to resolve this matter since earlier this week, and when they did call it wasn't to resolve this matter. I t was to tell me what is in the contract that I have already read through.
  

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

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23292959
  
  I am rejecting this response because: The charge is still on my account. No one has called me to resolve this matter since earlier this week, and when they did call it wasn't to resolve this matter. I t was to tell me what is in the contract that I have already read through.
  

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

• Initial Complaint

  Date:03/28/2025

  Type:Product 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.

  Eclinical works falsely claimed they could provide an EHR efficiently and effectively. They failed on all counts, did not provide proper support, complicated system without proper help to implement. Now, when requesting they stop the contract, they are extorting and exorbitant amount of money from me and I'm just one dr.Notes could not be written due to the cumbersome way the software is designed. I told them that and they only tried to sell me more. Did not return phone calls or respond to tickets for help. All in all, I lost money due to not being able to bill because the system is not set up correctly. THey are demanding $14,000.00 from me to get out of the contract and I only used it for one month.

  Business Response

  Date: 04/09/2025

  We are working to resolve the this issue amicably with the customer.

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  eClinicalworks our Electronic Medical Records System has a feature that sends appointment reminders to patients via text. We pay per text message for these messages. We discovered that ***'s system had been sending the automated text reminders in duplicate or triplicate for most appointment messages for approximately a year. We were told this was an error due to a "bug" in the system. we requested a refund on 11/20/2024 through a ticket opened on our behalf by or **** **** we were completely ignored and not responded to for 2 months and are still being told they are "investigating" and it is "being looked at internally. We have asked for a summary of charges for text messages in the relevant time frame which they have refused to provide. We want our money returned or credited to our account. SEE TICKET SUMMARY STARTING BOTTOM TO TOP (other communications over email but shows initial refusal to respond to the ticket)01/02/2025 03:07 PM Client is still waiting for a Call (updated from option on WT option)********, **** 01/02/2025 11:06 AM Please have - **** ******* send me times (via email) that she is available today for a phone call. I am WFH today and can be reached at ************* ********, **** 12/26/2024 12:29 PM Please email me at ****************** to schedule a time for a call if a phone call is required to discuss. Or contact via email for further discussion over email.********, **** 12/03/2024 10:04 AM Please email me at ****************** to schedule a time for a call if a phone call is required to discuss. Or contact via email for further discussion over email.********, **** 12/03/2024 10:02 AM Can I please have an update on the status of this ticket?***********, ****** 11/20/2024 03:25 PM

  Business Response

  Date: 02/26/2025

  Our team is already in touch with the customer to ensure a smooth resolution to the issue.

• Initial Complaint

  Date:12/16/2024

  Type:Billing 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 billed for services that I canceled and for services that I did not use. I notified ECW that I was giving my business to another doctor as of 1/1/24 and paid ECW a large amount of money for them to transfer all of my patient records. I needed to complete billing for 90 days after the business stopped operating in person and I paid for those 3 months of software use. I am now being billed for additional months when they knew that I could not use ECW. In additional I am billed for a data fax that I was offered and declined when it was explained that I could transfer patient records for free. I have been trying for months to get these charges reversed, ECW wants to “discount” the charges and will not back down.

  Business Response

  Date: 12/20/2024

  The customer is being billed for services outlined in her contract.  eClinicalWorks was notified on April 2, 2024 that the Customer has closed her office and wishes to cancel her contract.  According to her contract, her Termination was processed effective 4/30/24, 30 days written notification.  Faxes were sent out of the customers system from January through March, when her system was active.  Supporting documentation of each outgoing fax has been provided to the customer.  These faxes were initiated within the Customers system either by the Customer or individuals she has given access to.
  

  Customer Answer

  Date: 12/24/2024

  In addition, there were never any faxes sent that required a monetary charge. The evidence supporting this was falsified . The medical records were all sent through the free service that is mandated to be included in all electronic medical records systems.

  I paid in full for three months of service in 2024, I notified ECW in January that these were my last months. They have not been honest with me from the beginning, however, I started with them and could not change.
  

  Customer Answer

  Date: 12/24/2024

  It is disingenuous to say that they did not know that I had informed them until April that I was not using the software. I spent September and October of 2023 negotiating a practice closure and medical record transfer. Although they are required by law to send patient records to another doctor for free, they insisted on charging me $2,000 for this service. This price was "negotiated" down from $5,000. They now are trying to say that the software was used after 3/31/24 which is impossible because my log in was no longer valid . This is not the first time that they have tried to bilk me for more money. It is discouraging as a solo Family Medicine physician to have this happen when I care for so many people that pay me so little.

  Customer Answer

  Date: 12/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  In addition, there were never any faxes sent that required a monetary charge. The evidence supporting this was falsified . The medical records were all sent through the free service that is mandated to be included in all electronic medical records systems.
  I paid in full for three months of service in 2024, I notified ECW in January that these were my last months. They have not been honest with me from the beginning, however, I started with them and could not change.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 12/24/2024

  It is disingenuous to say that they did not know that I had informed them until April that I was not using the software. I spent September and October of 2023 negotiating a practice closure and medical record transfer. Although they are required by law to send patient records to another doctor for free, they insisted on charging me $2,000 for this service. This price was "negotiated" down from $5,000. They now are trying to say that the software was used after 3/31/24 which is impossible because my log in was no longer valid . This is not the first time that they have tried to bilk me for more money. It is discouraging as a solo Family Medicine physician to have this happen when I care for so many people that pay me so little.

  Business Response

  Date: 01/02/2025

  eClinicalWorks offered Customer No Charge Data Option; however Customer requested data to be transferred to another eClinicalWorks database. There are costs associated to this data option/service.  This data option was signed for in February 2024 and completed in April 2024.  During this period, the database remained active.  The supporting documentation provided of faxes sent is for the period of January – March, while the database was still active during the Data Migration. eClinicalWorks is requesting payment for services provided. 

  Customer Answer

  Date: 01/02/2025

  Because I am a Physician, I am legally obliged to transfer all of my patients records to another Physician for their continued care and for further care by any other doctor. Medical records must be retained by a Physician for 10 years, I was never offered this option for free, there is no reason that I would have declined this offer. My only chance for any transfer to happen was to pay. I closed my practice as of 12/31/2024. I was legally obligated to have this transfer accomplished before I left the practice. I accomplished this by giving $2,000 to ECW for the only option that I had. This was all completed before the practice closed as was advised by my Lawyer and documented in legal agreement between me and the receiving Physician.
  ECW does have a way to transfer medical records to another physician that is free and is within the database. This was for an individual record and would not accomplish what was needed for 1800+ records and was not totally usable by the receiving Physician except in a synopsis form. Therefore, we used the free option during the January-March time period for a few individual records. The practice that received all of my records and for which I paid $2000 had access to the files also during this time as was their legal right, possibly they did the transfers that are referred to by ECW. This practice has a contract as a user of ECW and is paying for the ability to use this. 
  I was offered the digital fax offer but  refused to pay any extra for a "digital fax", we did not receive it of use it.
  Their claims do not stand up to scrutiny.
  

  Customer Answer

  Date: 01/02/2025

  I am rejecting this response because: eClinicalWorks offered Customer No Charge Data Option; however Customer requested data to be transferred to another eClinicalWorks database. There are costs associated to this data option/service.  This data option was signed for in February 2024 and completed in April 2024.  During this period, the database remained active.  The supporting documentation provided of faxes sent is for the period of January – March, while the database was still active during the Data Migration. eClinicalWorks is requesting payment for services provided. 
  

  Customer Answer

  Date: 01/16/2025

  I have not heard from them either.

  Customer Answer

  Date: 01/18/2025

  They are not addressing the billing issue. I signed a contract in November to transfer my data. This was paid for and they transferred it. They are billing me for four months of use of their software and I had no ability to access the software, they do not provide an ip address or geopositioning as evidence to back up their claim for more money. They also do not address the fact that I did not ever use a data fax. They are also billing me for this. 
  The response that I have just read is not germane to the real issue. They are obfuscating and will not admit that they are trying to make me pay even more for services that I did not use, The amounts are not trivial and are thousands of dollars. 
  I want to be left alone and not have continued billing for something that I did not buy.

• Initial Complaint

  Date:12/13/2024

  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.

  *** falsely told me wrong information about the transition from ****** as well as the fees. Fortunately I was able to find out the truth and stop the process before implementing ***. They have constantly been threatening with termination fees and sending rude emails.

  Business Response

  Date: 12/17/2024

  We are actively working with the customer directly to settle their disputes.

• Initial Complaint

  Date:09/27/2024

  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.

  ************************************* signed services with Eclinicalworks for EHR services . Eclinicalworks issued license on 3/11/2024 and promised that their services would be up and running with GO-Live date of 3/25/2024. After these date we had multiple problems with the system, for example the EHR system did not work as promised , payment system never worked , lab integration never worked, they failed to upload all insurance to our system . We requested multiple time for assistance to have the system work correctly , we even had multiple meeting and they promised the system would work but that never happened . After our company lost alot of money and patient in the process we decided to terminate their services due to lack of deliver and false promised . Now they are charging us cancellation fees for the services they failed to deliver . They are threating to send our account to collections . Requesting : credit adjustment for cancellation fee since their system never worked as promised even after multiple attempts to request for help .

  Business Response

  Date: 10/17/2024

  Although ***** ****** ****** *** ******** decided not to move forward with eClinicalWorks, they were fully implemented and received training. Our Project Management Team was in continued communication with the client through the implementation.  The EMR installation was completed on 3/14/24 with an active license and Clearinghouse configuration completed on 3/11/24. Lab interfaces were in process, pending completion by Lab Vendors. eClinicalWorks performed 4 days of training, with the remaining 5th day of training to be completed once the Final Data Migration was completed.  ePayment Card Payment system as fully functional; client received error message due to network connectivity. Client ordered to EPCS Tokens through Exostar and these were activated.  If client would like to return these, their Project Manager can assist on the return/refund process. Client was moved to Live Status on 3/24/2024 but decided to cancel their contract.

  Business Response

  Date: 10/21/2024

  ***** ****** ****** *** ******** decided not to move forward with eClinicalWorks, however, they were fully implemented and received training. Our Project Management Team was in continued communication with the client through the implementation and worked through any concerns with them.  There is no balance due and eClinicalWorks considers this account closed. 

  Customer Answer

  Date: 10/21/2024

   
  ********** ********
  
  I am rejecting this response because: We were charged cancellation fee and the company failed to deliver, they promised us the system would be fully working on after go live but this did not happen even after multiple request for assist  . We are requesting refund of $ 2000 cancellation fees. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/22/2024

  eClinicalWorks completed its implementation work and supported the customer.  Unfortunately, the customer decided not to use the system and the termination fees were collected in accordance with the terms of our agreement.

  Customer Answer

  Date: 10/22/2024

  *
  ********** ********
  
  I am rejecting this response because: EClinical works did not deliver as promised , i have provided evidence of lack of delivery as promised. The system should have worked as promised or per the contract but this did not happen and that the reason we decided not to continue with eclinical works. Lab integration did not work , we were unable to received and send orders , only few insurance were added to the system even after multiple request for assist . The whole system did not work . 
  
  Sincerely,
  
  ******* *******