Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on Zocdoc and scheduled an annual physical last month. The information on Zocdoc showed that the doctor was an in-network provider. Upon scheduling, Zocdoc sent me a link to upload my insurance card, which I did. I did my due diligence as well by confirming that the provider was in network. However, in the end, the doctors office location did not have a contract with my insurance, despite Zocdoc confirming it was in network. As a result of this false information, my insurance entirely rejected the providers claim citing that the provider is out of network, and so I was billed almost $800. What is the point of using Zocdoc if they do not provide correct network information? In fact, this is one of the main advertised features of Zocdoc. With Zocdoc, they can choose in-network providers, highly rated ones, highly specialized ones, ones nearby, ones who can see them soon, ones who can see them virtually, or all of the above. I think Zocdoc should take responsibility and pay this bill. How do they get this information? Do they even verify this data? If so, what is their process of verification? If Zocdoc is not actually providing accurate network data, they should not be advertising it as a feature.

  

  Business Response

  Date: 10/25/2022

  Hello ******,

  At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention both here and through other Zocdoc channels. We know this was frustrating for you. Although it took some time, we were able to reach out to the practice involved and they resolved this situation. Please let us know if you need any additional assistance in the future. 

  Best, 
  Team Zocdoc

   

   

   

• Initial Complaint

  Date:08/15/2022

  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.

  On 06/06/22 I was searching for a new doctor.I thought I found someone. The search indicated this doctor may have an availabile appointment that week. Then verified there was an opening.Just a few minutes later I realized this was some scam stealing my information. Before creating an acct, I deleted everything. That's what I thought. It wouldn't delete anything.I've been contacting them since and they refuse to delete my information.I am disabled and on SSDI, so I can't afford to have my information sold.This is a scam. I want my information deleted.

  

  Business Response

  Date: 08/15/2022

  Hello ****,
  At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account to see how we can resolve this issue. If you do not receive an email or phone call within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
  Best, 
  Team Zocdoc

• Initial Complaint

  Date:08/03/2022

  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.

  From March 2022-July 2022, I agree to partner with Zocdoc to receive referrals (name, contact info, and insurance I accept with information). They have provided ******************************************************************** Their sales and marketing team did not explain even if we don't accept the referral they charge us for giving the referral unless the client cancels within 24 hours of placing their appointment. The insurance details have been incomplete so I can't verify we accept their insurance, they referred people with insurance I specifically don't accept *********** and didn't communicate the window. To cancel a client it says we have to have spoken with the client to cancel within the 24 hour window when none of the clients have responded within 24 hours for us to verify insurance. I have spent $630 so far and reached out last month and this month to report concerns they weren't behaving ethically or fairly as I was being charged for referrals with incomplete information or insurances I didn't accept and I was being charged for clients who no showed or never returned contact. I spoke with a customer service rep last week there was no resolution offered. I spoke with another customer service rep and requested to speak with management as they offered no resolution again. The supervisor sent an email basically saying too bad and offered no resolutions yesterday. I replied with all the unethical concerns and unfair practices listed back to the supervisor and let them know I would be reporting them to the BBB and ******* Consumer ******************* Their complete lack of trying to resolve or take feedback makes me think they have done this to multiple providers and just keep getting away with it.

  

  Business Response

  Date: 08/03/2022

  Dear BBB,

  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. This issue has been an on-going conversation with ******* multiple members of the Zocdoc team has followed up personally with their office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you. Weve attached the section of the User Agreement that was signed by *********************** on 02/18/2022, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund.

  
  If ************ like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.

  
  Best,
  Team Zocdoc