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:05/03/2023

  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.

  I used ********** in order to find a gastroenterologist that was in my network, for a consultation on some severe epigastric pain I'd been experiencing. I am 24 years old and haven't had a major change in my health or health problem for a long time. I was, I think understandably, worried and did not want to wait for an appointment with my primary care doctor, which would have taken at least a month. I put my health insurance plan, Cigna - Open Access Plus, into Zocdoc and found in **********, ** who the site said was "in-network." Zocdoc still says that he is "in-network" for my plan (I have screenshots of this.) He is not. I met with him for one consultation, during which he determined that I would need an endoscopy. I had the endoscopy three days later. Today I learned that said doctor is not, in fact, "in-network" like the site said, and that I owe over $20,000 out of pocket for this procedure. I trusted Zocdoc, which is a popular and heavily promoted website that many doctors pay to be on, to provide me with correct information in a time of desperate need. What good is this website if it doesn't fulfill one of its few stated purposes, to help people find in-network doctors? This error on their part will, quite literally, ruin me financially. One photo is of Zocdoc claiming this doctor to be "in-network" under my Cigna plan. The other is of just one of the charges I am now responsible for due to Zocdoc's incorrect information.

  

  Business Response

  Date: 05/03/2023

  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; I am so sorry to hear that this was your experience. 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 24 hours, please verify your most current contact information by emailing ********************************** or calling **************. We look forward to connecting soon.

  
  Best, 
  Team Zocdoc

• Initial Complaint

  Date:04/25/2023

  Type:Sales and Advertising 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.

  Over the past few months, I have had multiple email and phone conversations with Zocdoc ************** to address our practices concerns on cancellations, non-self-pay patients, and substance abusing patients. Zocdoc can ensure correct measures are in place to connect practices with proper patients, instead focusing on maximizing booking fees. My intent was that these conversations would enhance the platform and ensure safeguards for the practices listed on zocdoc. Instead, zocdoc has suspended our practice on the platform.After speaking with a zocdoc representative on this matter, I requested not to lift the suspension, but just to allow our existing patients to book with **. Our practice uses zocdocs Book Now button on our website. To remove the Zocdoc Book Now button from our website and to replace it with a different scheduling system will take time, severely disrupting our business. Why that due to cancellation rates our practice is being penalized using Zocdocs other features. It is a disservice to our existing patients to show our calendar blocked for 2 weeks.Zocdocs rule includes Anytime a patient requests to cancel as a result of a practice representative providing new information that was not available to the patient or clarifies information that was available at the time of booking the appointment. Our practice clearly states in 3 separate locations within our zocdoc profile of being self-pay, this information is clearly visible to the patient at the time of booking, there is no new information being provided, and there is no clarification our zocdoc profile clearly and factually states we are a self-pay practice yet zocdoc still expects the practice to be charged for the booking. Why has zocdoc not placed measures to ensure a non-self-pay patient cannot book with our practice, instead continuing to charge ** a booking fee. The first question a non-self-pay patient asks us is why does zocdoc allow me to book with you?It feels as if zocdoc is only concerned about receiving the booking fee from the practice, and not ensuring practices are being connected with the right patients.

  

  Business Response

  Date: 04/25/2023

  Hello ******,

  Thank you for taking the time to share your feedback. We are sorry to hear that you are not receiving the types of patients that you are seeking to gain. Our focus is to improve the Zocdoc experience for providers, so we can better support the needs and success of your practice so we would appreciate your feedback on this provider feedback form: ***************************************************************************************************'s CEO ****** and our product team will review your feedback submitted on this form on a regular basis, and while we can't respond to each comment or make all requested changes, we will honestly consider them as we want to improve our platform so patients and practices have the best experience. Please let ** know if there is anything else we can do.

  
  Best,
  

  Team Zocdoc

   

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi, I cannot accept this response, as providing feedback for consideration is not what I am looking for.

  
  I would like an explanation on why our practice should be responsible to pay a fee of $65 when we have clearly stated within our profile as being a self-pay practice. Zocdoc also has the ability to enhance their platform to ensure only self-pay patients can book with **.

  
  Our practice clearly states in 3 separate locations within our zocdoc profile of being self-pay, this information is clearly visible to the patient at the time of booking, there is no new information being provided, and there is no clarification our zocdoc profile clearly and factually states we are a self-pay practice yet zocdoc still expects the practice to be charged for the booking. Why has zocdoc not placed measures to ensure a non-self-pay patient cannot book with our practice, instead continuing to charge ** a booking fee. The first question a non-self-pay patient asks ** is why does zocdoc allow me to book with you?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/04/2023

  Hello ******,
  
  At Zocdoc, we always strive to provide our patients and providers with a great experience, and were sorry to hear that you havent gotten the response youre looking for. Our team has been notified of your concerns and the experience youve encountered up to this point. If youd still like to discuss this or connect with a member of our team directly, please give ** a call at ************ or email ** at service ***********.
  
  Best,
  
  Team Zocdoc

• Initial Complaint

  Date:04/05/2023

  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.

  Connected with ZocDoc to list my telehealth business. Was promised one month's free trial. Close to the end of my trial period, was charged for 2 of my visits. I called to dispute the charges and was only refunded for one of the visits. I called several times to get the other refund with no luck. That should have been the first red flag. Was not informed in the fine print I would be charged for no-shows. I have had several no-shows in the past month in which I could not connect with the patient prior to the visit to confirm or cancel. I was charged several hundred dollars for the no-shows. I called several times and the customer service agents repeated the same script that we are paying for marketing. This is unacceptable and the company definitely will not work with providers to even offer a one-time grace ******* They stated it was clearly stated in the agreement, which it is not. The practice of charging their providers who are trying to offer online medical services to patients is deceitful and a very poor business model, let alone criminal. I have tried to deactivate my practice, but it is still showing online as active. I am very frustrated this will be an ongoing problem with ZocDoc.

  

  Business Response

  Date: 05/17/2023

  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

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Because of my BBB response, I was able to deactivate my account quicker than usual.  No response to any refunds per my requests.  They mentioned above they strive to empower patients as well as providers.  I received this email response which is Zocdocs templated response as always: "Our goal is to give power to the patient and provide them with as many resources as possible".  They did not mention giving the providers any ***** for charging the providers with frequent no shows as well as the ability to block bookings with patients with medicaid.  My repsonse: it is too bad patients are given power at the providers expense!

  Zocdocs response:

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

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/24/2023

  Hi there, ******************,
  
  I apologize for any inconvenience that our most recent outreach might have caused. It's important to us that we are able to discuss any questions or concerns that you might have regarding Zocdoc policies. Please know that a representative will be reaching out to the number that you have provided within the next 24 business hours in order to discuss this further. We look forward to speaking with you!

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  A ZocDoc representative again reached out stating their current policies and no mention of adjusting the fees charged to providers.  NO mention of fixing problems with no shows.

  The usual script, no actual help or changes with "current policies"

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/27/2023

  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.

  The INACCURATE information on Zocdoc has literally costed me THOUSANDS of dollars this year! I thought this was a website that was supposed to connect you with in-network doctors, but I just realized that the doctors I've been using (that the website claimed were in-network) are all out of network docs. I have an insurance plan that allows me to go to both in and out of network doctors, so the ******s always took my insurance with no problem, but of course if I knew they were OUT OF NETWORK, there's no way I would have went to them. In the past 3 months alone, I've received a ton of doctors bills upwards of $5,000 total and was completely confused as to why I owed so much, thinking that the ***** services I was getting would be significantly covered by my insurance (because Zocdoc claimed these were "in-network" providers when I went to go book my appointments). Only to find out that the appointments were barely covered and that the remaining amounts would be left for me to cover out of pocket. Zocdoc clearly does not keep their system up-to-date and their recommendations for "in-network" providers are wildly wrong. I even tested this out. I went to my insurance provider's portal (which I didn't know existed until today) and found a doctor that was in-network and then went on zocdoc to see if the information aligned and guess what.... Zocdoc reported that that doctor was out of network for me. I did even more due diligence and called the doctor's ****** to see if they take my insurance and guess what... they said they accept it... contrary to what Zocdoc said on their website. BEWARE of THE INACCURACIES on this site. I wish I could be compensated by this horrendous website/ company for their inaccuracies that costed me $5K. Never again will I use this site and I will tell everyone I know to STAY AWAY!

  

  Business Response

  Date: 03/27/2023

  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 ***** hours, please verify your most current contact information by emailing ********************************** or calling **************. We look forward to connecting soon.

  
  Best, 

  
  Team Zocdoc

• Initial Complaint

  Date:03/13/2023

  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.

  On February 27 I scheduled an appointment through my insurance on ZOCDOC with the dentist ******************** for March 4th 2023 at 9 am. The facility is on *******************************************. *****. Tel ************. On March 4th I went to my appointment at 9 am. I waited TWO HOURS before I was in. the assistant took some x-rays after another 20mn a doctor showed up. A different doctor not the doctor I took my appointment with. he looked at my x-rays and vanished after another additional *********************************** that I need a preauthorization for a deep cleaning. I had no choice but to leave very disappointed with tis poor service. Nothing has been done yet my insurance was billed.

  

  Business Response

  Date: 05/08/2023

  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:03/09/2023

  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 booked a chiropractor appointment through the Zocdoc app and got a confirmation that the provider was in-network for my insurance. Zocdoc had my most up to date insurance information including a copy of my insurance card. At the provider I was added to registration and received the chiropractic services. I was then charged $135 on the spot and told billing would be explained the next day. When I finally got in touch with someone to explain the billing, they let me know that the provider is actually out of network for my insurance plan and I am responsible for the full cost. So because of Zocdoc's misclassification of the provider I had to pay $135 instead of the $20 fee for an in-network chiropractic provider. Now I also have to go through the chiropractic onboarding and initial examinations at a new, actually in-network provider, taking time from me as well as the provider.

  

  Business Response

  Date: 03/23/2023

  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:02/22/2023

  Type:Sales and Advertising 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.

  ZOC DOC POSTED A LINK ON MY ****** PAGE SENDING PATIENTS TO MY COMPETITOR SEE PICS

  

  Business Response

  Date: 02/22/2023

  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.

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  YOU ARE STEALING MY PATIENTS AND ROUTING THEM TO MY COMPETITOR
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/09/2023

  Hello *******,

  Thank you for your feedback. Our team has already been notified of your concerns and the experience youve encountered up to this point. If youd still like to discuss this or connect with a member of our team directly, please give ** a call at ************ or email ** at service @zocdoc.com.

  Best,
  Team Zocdoc

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My business suffered tremendously because of the fraud and attack on my business stealing my patients and sending them to another office. I will be filing a lawsuit
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/03/2023

  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.

  After 7 months of using Zocdoc as a platform to gain new patients for my dental practice, Ive come to find out theyve been charging me for all appointments made but patients who never showed to their visits. They charge the provider $110 per appointment made whether the patients shows or not! When I questioned the customer service about where is this in the agreement, they had nothing to say. Thats because it is not stated in their agreement! Even the paragraph the manager sent me the link to from the portal doesnt say anything about that. Its states that the provider cant dispute new patient appointments fraudulently. It does NOT say we will be charged for NO SHOW/CANCELLED appointments. The person who did the initial training also did not mentions this AT ALL. This business is unethical and fraudulent. They lost my business today and will continue to lose more providers in the future if they continued doing business like this.

  

  Business Response

  Date: 02/03/2023

  Dear ******************,
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Thank you for bringing your concerns to our attention. I see in our records that a member of the Zocdoc team has followed up personally with your office, and are awaiting a response from you. Please engage with us through that channel so that we may best help with your concerns. Looking forward to connecting with you.
  Best,
  Team Zocdoc

• Initial Complaint

  Date:01/27/2023

  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.

  I have a real issue with this company and security practices regarding how they do business. Their company is listed in ***** which is questionable. They are asking for personal information like my health insurance card which I do not feel the need to give over an internet company. They already have my insurance information on file which apparently is not enough. Most of their providers are foreign doctors which also bothers me greatly. I do not need to be harassed to fill out information repeatedly when this is supposed to be convenient. They in my opinion are interfering with me getting healthcare because of their annoying business practices. Call customer service and it is a joke. They gave no clue how to respond to any of my concerns or complaints.

  

  Business Response

  Date: 05/09/2023

  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:01/25/2023

  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.

  Dear *** or Madam,Recently I made an appointment with ***************************************, who is a doctor in ************. After that, I made a video visit with him, but I found that he is actually not licensed to see me, since I am living in ********. However, I was not reminded by Zocdoc that he could not see me. Also, I did not know he was out of network since the logo was so small. I received the link from Zocdoc that there was a visit with this doctor, so I simply clicked into it. However, later I found that I was actually reported to Zocdoc that I did not attend the meeting by the doctor.The visit was horrible. Before the visit, none of his team members gave me paperwork to do. During our visit, he asked me for my credit card information at first and never asked me to give my medical history such as allergies or sign any documents about fees or mention anything about how much he would charge. Until after the meeting, he sent me the documents and asked me to fill them out. He was also very unprofessional and constantly chewing something when talking with me. After the meeting, he told me that he was out of my network, and constantly threatened me and harassed me for $445 by calling me. When I asked him to provide me bills and records by email since I would need it to send it to my insurance company, he refused to provide me with my medical bills and medical records. He also said he would have his lawyer to contact me or transfer my case to collection agency, which would give me a $700 fine.I feel I was blackmailed by him. I am also so afraid of him. Could you help me to solve this?Thanks very much!Yours sincerely

  

  Business Response

  Date: 01/25/2023

  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