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:12/19/2022

  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.

  A patient booked an appointment on Zocdoc on 12/16/2022 for same day appointment and I received notification of the appointment. My office immediately called the patient to confirm the appointment but the patient told my office staff that we are too far from her and therefore she will prefer to seek another doctor that is closer. She will only come to us if she does not find another provider. We proceeded to cancel the patient's appointment on our EHR after that conversation and patient never showed.Two days later (12, ****) I logged into my ********** clinic account define dad patient's appointment was still active. The only option I had to address that appointment on Zocdoc was "no-show". I selected no-show and immediately called Zocdoc to notify them of the situation, so that I am not charge $85 for the appointment.I was told by Zocdoc representative that I will still be charged $85 for the appointment, that the protocol was for the patient to cancel on Zocdoc within 24 hours, that the physician's office will be charge $85 for any appointment booked on Zocdoc regardless whether the patient showed up or not. That they are a booking service. I informed the representative that we canceled the patient's appointment on our end and patient was not seen therefore I should not be responsible for $85 only because a patient did not cancel her appointment on the Zocdoc. I do not think this is a fair practice to doctors' offices, that Zocdoc will hold the physicians office responsible when they did not explain their protocol to the patients to properly cancel their appointments on Zocdoc!I requested that my case be escalated to a manager on Zocdoc and I received an email immediately basically saying that the decision is final that I will still be charge $85.

  

  Business Response

  Date: 12/23/2022

  Dear BBB,

  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with *** ******* 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.

  If **************** would like to speak with a member of the Zocdoc team more in depth, he/she 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

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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.

  On October 9th I scheduled a dentist appointment through Zocdoc for a provider listed as in-network. Even after uploading my insurance card, this dentist was still listed as IN-NETWORK. During my appointment (November 5th) I was not informed whatsoever by the Dentists staff that they were out-of-network and was reassured by staff to undergo procedures because they were quote: covered by my insurance.In short, this dentist was OUT OF NETWORK and I was given completely false information by Zocdoc and was not informed of this by the Dentists staff during my visit. I discovered they were out of network when I received two bills from this dentist totaling $2,496.50. There simply is no point to using Zocdoc if you cannot trust the information given to you. What is the point of me uploading my insurance card to Zocdoc if they cannot properly verify a providers network information? Zocdoc should take responsibility and pay this bill. It is completely unacceptable that such a negligent error can happen on their site.

  Customer Answer

  Date: 12/13/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/08/2022

  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.

  They say "we match patients' needs with providers." They failed horrendously and charged me $130. I never listed myself as a psychiatrist, yet two patients booked me for medication management.Fact 1. ZocDoc's failed website design misguided two patients to book me.2. ZocDoc insists on charging me $130 3. ZocDoc insists on taking zero accountability

  

  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

  Customer Answer

  Date: 05/11/2023

  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:

  [Your Answer Here]

   I called and they do not take any responsibility.  They just repeat their same lines saying how they are not responsible for the general population's user errors.

   

   

   

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

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

• Initial Complaint

  Date:12/05/2022

  Type:Billing 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.

  After numerous attempts to cancel my account with Zocdoc, they simply refuse to do so. I was listed as a counselor on their platform approximately a year ago. I quickly realized that their platform was not for me and I thought I had successfully canceled my account online. A few weeks ago I realized this was not the case. Every time I reach out to them to tell them to cancel my account, they inform me that they must speak with me directly before they do so. I find this frustrating because I am directly communicating with them via email and they are responding to me. I'm tired of telling them what I need to have them give me the run around and refuse to do so.

  

  Business Response

  Date: 12/06/2022

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

  Best, 
  Team Zocdoc

  Customer Answer

  Date: 12/11/2022

  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 phone call was scheduled between myself and ***************************** from ZocDoc at 11 AM CST November 9th.  She called me at 11 AM and left a message.  I called her back at 11:04 and there was no answer and she did not return my call.  I am tired of the back and forth with this company when I have repeatedly communicated that I simply want them to cancel my account.  

   

   

   

   

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

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

  

  Business Response

  Date: 12/16/2022

  Hello ****,

  
  Thank you for bringing this to our attention. Our intent is to provide our patients and providers with a great experience, and we apologize if we missed the ***** A member of our team has been notified to close your account. If you do not receive an email or phone call confirming the closure of your account, please verify your most current contact information by emailing ********************************** or calling *************. We look forward to connecting soon, and to resolving this issue.

   

  Best,

  
  Team Zocdoc

  Customer Answer

  Date: 12/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They have finally canceled my account after much back and forth. I am satisfied with the resolution.
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/07/2022

  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 appointment 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 and even the ************** staff did not inform me about it. 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 $650. 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: 11/22/2022

  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 phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive phone call within the 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:11/04/2022

  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.

  WORST COMPANY EVER! DO NOT USE THEM!They charge you for services not rendered. Bill you without your consent. Don't communicate well. Overall horrible experience.

  

  Business Response

  Date: 11/18/2022

  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 team is reaching out to the email address and phone number listed on your BBB account, to see how we can assist with this issue. If you do not receive an email or phone call by the end of the day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.

  
  Best, 
  Team Zocdoc

  Customer Answer

  Date: 11/21/2022

  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:

  The only person who reached out said they refunded me but have now disabled my acct. I am being penalized because I would not take on clients that I am not qualified for. This company is breaking the law and by blocking me from accessing my client records, they put patients in danger. Stay away.

   

   

   

   

   

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

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

  Customer Answer

  Date: 11/29/2022

  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:

  For the record, ZocDoc wants to do this behind closed doors through email so that it is not public and so they can continue to blow me off. When you lock medical providers out of accessing their own clients records that is dangerous as it prevents them from having information they need to treat properly. I am going to ask our state medical board to look into this. 

   

   

   

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

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

  

  Business Response

  Date: 05/09/2023

  Hello ****************,
  
  We want you to know that at Zocdoc, we highly prioritize your experience as a patient or doctor. We apologize that your experience wasn't up to par, but we've investigated the matter and are pleased to inform you that we've found a solution and have already contacted you. If you have any further concerns, please reach out to ** immediately at ************** or via email at *********************************** Our team is always here to assist you!

  Best,
  Team Zocdoc

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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.

  As a therapist, I initiated the process of joining ZocDocs platform in late September 2022. Immediately after receiving my credit card, the company began aggregating my profile with incorrect information, which it appears they gleaned without my input from various (inaccurate) sources on the internet. I asked in writing to have my Zocdoc profile, which contains harmfully inaccurate depictions of my services, delisted. Instead of doing as *** asked quickly, the company has handed me off to one person, then another, and so on all of whom have wasted my time trying to get me to stay on the platform. My erroneous profile remains active. I'd like them to remove my listing from ZocDoc, remove all scheduling links or profiles on other platforms (including ****** maps), and discontinue any future charges.

  

  Business Response

  Date: 10/18/2022

  Thank you for bringing this to our attention. Our intent is to provide our patients and providers with a great experience, and we apologize if we missed the ***** I see from our records that your account has been closed and your profile deleted at this time. If you need any additional assistance, please reach out by emailing ********************************** or calling **************.

  
  Best,
  Team Zocdoc
  

  Customer Answer

  Date: 11/08/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/11/2022

  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 BBB, can you please contact zocdoc please? I have emailed their customer service as well. On Friday 10/7/2022 A person booked an appointment on zocdoc for Monday 10/10. I have a provider profile.. since then, I have called, email and even sent a text to the person but no response back. I even left a voice message.I have all the documents as proof regarding this. On my profile, there is a charge of $40 for this person booking. The reason am concern is this person booked based on her insurance plan for services. My zocdoc account profile clearly indicates am not accepting any insurance plan.. so why is zocdoc booking appointments with me based on their insurance plan that I dont accept. The account specialist that set up my provider account said this will never happen. So why is this individual booking with their insurance plan? And ignoring all my email, phone calls, voice messages and text.If this is how inaccurate and stressful this platform is, then please remove my profile and I want a refund of the $40 because this is not part of your service terms.

  

  Business Response

  Date: 10/12/2022

  Hello,

  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with *****'s 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.
  If ***** would 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
  

• Initial Complaint

  Date:10/11/2022

  Type:Product 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.

  I use ZocDoc to schedule my doctor ************* I scheduled an appointment with ************************************************ for treatment of a hiatal hernia. A friend of mine who also uses ZocDoc mentioned she saw my review of ********************. I said "what review." She said go to ************************ page on ZocDoc to read it. There is a paragraph long review with my name under it. To say I was shocked is an understatement. I never wrote a review and the information contained in it is completely inaccurate. I contacted ZocDoc and informed them that they have a fraudulent review posted with my name attached to it and requested it be immediately removed. To date, they have not responded to my request or removed it. I want it removed immediately. The review reads as follows: "I have a hiatal hernia and researched several surgeons in my area. ******************** ranked the highest by far. After two successful consultations with him, I am now scheduled for my surgery."**************August 15, 2022

  

  Business Response

  Date: 10/12/2022

  Hello *****,

  
  Thank you for bringing this to our attention. Our intent is to provide our patients and providers with a great experience, and we apologize if we missed the ***** A member of our Service team is reaching out to the email address and phone number listed on your Zocdoc account right now. If you do not receive an email or phone call, please verify your most current contact information by emailing ********************************** or calling *************. We look forward to connecting soon, and to resolving this issue.

  
  Best,

   Team Zocdoc

  Customer Answer

  Date: 10/18/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/29/2022

  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.

  We reached out to ZocDoc to have availability for our clinicians posted (we are a private, national psychology practice that specializes in brain gut treatment through an approach of clinical hypnosis to address conditions not otherwise responsive to medical intervention). There is a lack of appropriate "complaints" or reasons for visits to allow us to connect with our target population. We agreed to conduct a 90 day pilot period of focusing solely on general mental health needs. We received misinformation about connecting our EMR system to theirs and a clinician was actually required to take steps; which led to a wasted meeting and being told there may be additional costs. Prior to starting the onboarding process, broad clinician availability was published to your website and made available to potential patients; which we did not give permission for and are unsure how this availability was determined or why it was posted. A patient scheduled an appointment during this time and I was unable to connect with the potential patient via phone or email prior to the requested appointment time; causing out practice to appear disorganized. It is still unknown if the patient went to the listed address at the appointment time, not knowing that we are fully virtual. When I reached out for assistance on how to correct ZocDoc's mistake, it was met with limited support and no clear resolution. I was unable to cancel the appointment and the problem was not sufficiently corrected. The platform went on to further worsen the problem by charging our account for their company's mistake. All of this led us to have no confidence in the ZocDoc system and would like to offer a word of caution to anyone exploring an option of partnering with them

  

  Business Response

  Date: 10/13/2022

  Hello there,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with ********* personally and resolved the issue. 
  If ********* would like to speak with a member of the Zocdoc team more in depth, he/she 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