Complaints

This profile includes complaints for Inovalon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Inovalon

  443 Donelson Pike STE 200 Nashville, TN 37214-3571

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  Inovalon

  100 N 6th St STE 900A Minneapolis, MN 55403-1516

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:03/27/2025

  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.

  Greetings, I am paying approximately $105/month for a service that I have been trying to cancel since February 2025. I have been reaching out to this company without any connection back. I need to cancel my account in order to avoid paying a fee or for there to be recurrent charges, and no one is getting back to me. I am beginning to think this company is a scam or sham and there is foul play. I cannot believe that this is how a company conducts business. The only people that have been in contact with me is sales to constantly apologize. This company is awful and should be investigated as I can't be the only one experiencing this. Thank you.

  Business Response

  Date: 03/31/2025

  Hello,

  Since Feb 2025, you have created 6 total cases between our Support, Finance and Success Teams. All have been worked in a timely manner and communications are listed and documented, most of them have threads of responses from you. So stating "without any connection back" is false. 

  Furthermore, you have been a paying and using customer since 2016, so any assertion that our organization is "scam" or "sham" seems an overstep. 

  As of 3/31/25 your account has been set to cancel. You received an updated Termination Notice as well as a call from our Success Team to notify. You will be responsible for any and all invoices up to the 3/31/25 Service period date. 

  There will be no consideration for the $220 disputed, as we have allowed this agreement to end early. The cancellation notice was given after the 60 day window contractually required. This account, contractually was set to terminate 3/31/26, but approval was granted to early terminate, given there may have been some misinformation provide by the Sales team.  

  We apologize that Inovalon has failed you as a Partner. We understand that you were concerned about the price increases over time. Those are not something we take lightly and understand the situation it puts some Providers in. We wish you the best as you continue to provide care, and we hope that we can have an opportunity to win your trust back in the future. 

  Customer Answer

  Date: 04/22/2025

  Dear BBB and Inovalon, 

  I just was charged a payment in the amount of $111.87 on April 19, 2025. I am unclear as to the stipulations regarding this payment, having had no other communication other than the notice through this format. Please advise what this payment is for if my service contract was terminated on 3.31.2025. If there were other payments due, why was that not shared in the email? I think this shares my concerns in how the communication is fractured and presumptuous. I didn't respond to the email because I felt slighted and I found the tone to be condescending with a slight virtue signaling at the end. The customer service is fragmented at best, and I was going to leave well enough alone, but now you charged me again, after not sharing that information here with the BBB involved. It's upsetting. I will detail you the information on my end and how it seems so confusing. If you look back at my account in 2024, I made several attempts to discuss how to update my payment method, to which eventually, I was being told I had to pay some outstanding balance - after several attempts to contact Inovalon. Finally a very nice person ***** ********* saw what I was saying and stepped in to help me. Through my conversations with him, I conveyed that this was too expensive of a service for what I am using it for - and he said I would need to wait until next year in March to change my contract. He said for me to contact him - and I did keep in touch with him to ensure that he knew I wanted to cancel and that I was looking for something less expensive and more conducive to what my business needs were. When I reached out in January 2025, it was to discuss different services aka a new contract - and that request was moved to FIN0041854. I did not have follow up - but sales did reach out to me, that began the unfolding of what I could and could not do with your company. I was instructed that the service that I was paying for was outdated and there were better services that would fit my needs but that I would be ineligible for them - in other words I would need to exit the company and rejoin in order to get a lower price for a service to fit my needs. That being said, I wasn't sure that I would want to continue being that I had been with this company from when it was Ability Network and Inovalon took this over (I think a buyout - not sure), and began my new relationship with this new company, to which I was not happy with their customer service over the years. I hope you have the record of me asking to please look at this account that I don't use to the degree of claims it offers... and I was not offered a reduction, only increases year after year. After meeting with the sales team, they assured me that Inovalon was a "good company" and would want me to feel supported in my business and "there was probably some minor error on the company's part" and that this would remedy things, and get back on track. I did reach out and made a compaint and case number SUP0245575 was created 3.14.2025. Then on 3.17.2025, an email saying to connect the success team came - but no email for the success team, or contact person. My case was "closed" and then a new case was opened CUS0021540. Then I heard nothing. I left a voicemail and spoke to an assistant (****** I think?) who said he could not help me, he just takes the messages. I continued getting support from the sales team - not the customer support or success team and then heard nothing. No calls, no emails. I reached out again on 3/25/2025 and created case SUP0270282 which became CUS0023202 - told that again, someone would reach out to me. No one did. I made more emails because the deadline to close my case was approaching on 3.31.2025 and the weekend was cutting out some of that time to connect to the business. I emailed on 3.27.2025, and created a new case CUS0023602 because again, it was about to be the weekend and no one had contacted me outside of sales. 3/28 (Friday) - emailed ***** *********. and created another case CUS0023668 asked for help please - then on 3/28 I did receive an email saying "oh hi, sorry it's been tough to connect" but that my account was closed as of 3/31/2026 because I didn't put things in writing by January 2025. That customer service link was **********. So to my exhausting length - the email I received though BBB from Inovalon shared that they had reached out to me - when in fact - I have been the one reaching out to them. The only communication I have receipt of is back and forth with the sales team **** and *****. They shared with me the details of my contract and what was permitted. So if the loophole is that there was an error, then that is not my fault - that is on the company's fault to not be transparent and also not follow up with customers when they have been trying for well over a year to voice their concerns regarding service and cost. I took the time to say that at the point of me reaching out on social media and through BBB, I was completely fed up and feeling disregarded. I get that $1200 isn't a big deal to big business, but to a small mental health provider, it was a lot. I just needed a partner to ensure that my claims would be paid and instead I got a lot of emails that led nowhere. So please know I tried for resolution, and now I am needing to know why I am still being charged when your email sent through here stated my contract would be terminated as of 3.31.2025. You did not mention any more monies being taken out of my account, and I am going to ask for the money back. If my contract was terminated, then why am I being charged AFTER the end of that? Please advise. 

  Customer Answer

  Date: 05/06/2025

  Originally sent on 4/22/2025

  Dear BBB and Inovalon, 
  I just was charged a payment in the amount of $111.87 on April 19, 2025. I am unclear as to the stipulations regarding this payment, having had no other communication other than the notice through this format. Please advise what this payment is for if my service contract was terminated on 3.31.2025. If there were other payments due, why was that not shared in the email? I think this shares my concerns in how the communication is fractured and presumptuous. I didn't respond to the email because I felt slighted and I found the tone to be condescending with a slight virtue signaling at the end. The customer service is fragmented at best, and I was going to leave well enough alone, but now you charged me again, after not sharing that information here with the BBB involved. It's upsetting. I will detail you the information on my end and how it seems so confusing. If you look back at my account in 2024, I made several attempts to discuss how to update my payment method, to which eventually, I was being told I had to pay some outstanding balance - after several attempts to contact Inovalon. Finally a very nice person ***** ********* saw what I was saying and stepped in to help me. Through my conversations with him, I conveyed that this was too expensive of a service for what I am using it for - and he said I would need to wait until next year in March to change my contract. He said for me to contact him - and I did keep in touch with him to ensure that he knew I wanted to cancel and that I was looking for something less expensive and more conducive to what my business needs were. When I reached out in January 2025, it was to discuss different services aka a new contract - and that request was moved to FIN0041854. I did not have follow up - but sales did reach out to me, that began the unfolding of what I could and could not do with your company. I was instructed that the service that I was paying for was outdated and there were better services that would fit my needs but that I would be ineligible for them - in other words I would need to exit the company and rejoin in order to get a lower price for a service to fit my needs. That being said, I wasn't sure that I would want to continue being that I had been with this company from when it was Ability Network and Inovalon took this over (I think a buyout - not sure), and began my new relationship with this new company, to which I was not happy with their customer service over the years. I hope you have the record of me asking to please look at this account that I don't use to the degree of claims it offers... and I was not offered a reduction, only increases year after year. After meeting with the sales team, they assured me that Inovalon was a "good company" and would want me to feel supported in my business and "there was probably some minor error on the company's part" and that this would remedy things, and get back on track. I did reach out and made a compaint and case number SUP0245575 was created 3.14.2025. Then on 3.17.2025, an email saying to connect the success team came - but no email for the success team, or contact person. My case was "closed" and then a new case was opened CUS0021540. Then I heard nothing. I left a voicemail and spoke to an assistant (****** I think?) who said he could not help me, he just takes the messages. I continued getting support from the sales team - not the customer support or success team and then heard nothing. No calls, no emails. I reached out again on 3/25/2025 and created case SUP0270282 which became CUS0023202 - told that again, someone would reach out to me. No one did. I made more emails because the deadline to close my case was approaching on 3.31.2025 and the weekend was cutting out some of that time to connect to the business. I emailed on 3.27.2025, and created a new case CUS0023602 because again, it was about to be the weekend and no one had contacted me outside of sales. 3/28 (Friday) - emailed ***** *********. and created another case CUS0023668 asked for help please - then on 3/28 I did receive an email saying "oh hi, sorry it's been tough to connect" but that my account was closed as of 3/31/2026 because I didn't put things in writing by January 2025. That customer service link was **********. So to my exhausting length - the email I received though BBB from Inovalon shared that they had reached out to me - when in fact - I have been the one reaching out to them. The only communication I have receipt of is back and forth with the sales team **** and *****. They shared with me the details of my contract and what was permitted. So if the loophole is that there was an error, then that is not my fault - that is on the company's fault to not be transparent and also not follow up with customers when they have been trying for well over a year to voice their concerns regarding service and cost. I took the time to say that at the point of me reaching out on social media and through BBB, I was completely fed up and feeling disregarded. I get that $1200 isn't a big deal to big business, but to a small mental health provider, it was a lot. I just needed a partner to ensure that my claims would be paid and instead I got a lot of emails that led nowhere. So please know I tried for resolution, and now I am needing to know why I am still being charged when your email sent through here stated my contract would be terminated as of 3.31.2025. You did not mention any more monies being taken out of my account, and I am going to ask for the money back. If my contract was terminated, then why am I being charged AFTER the end of that? Please advise. 

  Customer Answer

  Date: 05/09/2025

  Originally sent on 4/22/2025

  Dear BBB and Inovalon, 
  I just was charged a payment in the amount of $111.87 on April 19, 2025. I am unclear as to the stipulations regarding this payment, having had no other communication other than the notice through this format. Please advise what this payment is for if my service contract was terminated on 3.31.2025. If there were other payments due, why was that not shared in the email? I think this shares my concerns in how the communication is fractured and presumptuous. I didn't respond to the email because I felt slighted and I found the tone to be condescending with a slight virtue signaling at the end. The customer service is fragmented at best, and I was going to leave well enough alone, but now you charged me again, after not sharing that information here with the BBB involved. It's upsetting. I will detail you the information on my end and how it seems so confusing. If you look back at my account in 2024, I made several attempts to discuss how to update my payment method, to which eventually, I was being told I had to pay some outstanding balance - after several attempts to contact Inovalon. Finally a very nice person ***** ********* saw what I was saying and stepped in to help me. Through my conversations with him, I conveyed that this was too expensive of a service for what I am using it for - and he said I would need to wait until next year in March to change my contract. He said for me to contact him - and I did keep in touch with him to ensure that he knew I wanted to cancel and that I was looking for something less expensive and more conducive to what my business needs were. When I reached out in January 2025, it was to discuss different services aka a new contract - and that request was moved to FIN0041854. I did not have follow up - but sales did reach out to me, that began the unfolding of what I could and could not do with your company. I was instructed that the service that I was paying for was outdated and there were better services that would fit my needs but that I would be ineligible for them - in other words I would need to exit the company and rejoin in order to get a lower price for a service to fit my needs. That being said, I wasn't sure that I would want to continue being that I had been with this company from when it was Ability Network and Inovalon took this over (I think a buyout - not sure), and began my new relationship with this new company, to which I was not happy with their customer service over the years. I hope you have the record of me asking to please look at this account that I don't use to the degree of claims it offers... and I was not offered a reduction, only increases year after year. After meeting with the sales team, they assured me that Inovalon was a "good company" and would want me to feel supported in my business and "there was probably some minor error on the company's part" and that this would remedy things, and get back on track. I did reach out and made a compaint and case number SUP0245575 was created 3.14.2025. Then on 3.17.2025, an email saying to connect the success team came - but no email for the success team, or contact person. My case was "closed" and then a new case was opened CUS0021540. Then I heard nothing. I left a voicemail and spoke to an assistant (****** I think?) who said he could not help me, he just takes the messages. I continued getting support from the sales team - not the customer support or success team and then heard nothing. No calls, no emails. I reached out again on 3/25/2025 and created case SUP0270282 which became CUS0023202 - told that again, someone would reach out to me. No one did. I made more emails because the deadline to close my case was approaching on 3.31.2025 and the weekend was cutting out some of that time to connect to the business. I emailed on 3.27.2025, and created a new case CUS0023602 because again, it was about to be the weekend and no one had contacted me outside of sales. 3/28 (Friday) - emailed ***** *********. and created another case CUS0023668 asked for help please - then on 3/28 I did receive an email saying "oh hi, sorry it's been tough to connect" but that my account was closed as of 3/31/2026 because I didn't put things in writing by January 2025. That customer service link was **********. So to my exhausting length - the email I received though BBB from Inovalon shared that they had reached out to me - when in fact - I have been the one reaching out to them. The only communication I have receipt of is back and forth with the sales team **** and *****. They shared with me the details of my contract and what was permitted. So if the loophole is that there was an error, then that is not my fault - that is on the company's fault to not be transparent and also not follow up with customers when they have been trying for well over a year to voice their concerns regarding service and cost. I took the time to say that at the point of me reaching out on social media and through BBB, I was completely fed up and feeling disregarded. I get that $1200 isn't a big deal to big business, but to a small mental health provider, it was a lot. I just needed a partner to ensure that my claims would be paid and instead I got a lot of emails that led nowhere. So please know I tried for resolution, and now I am needing to know why I am still being charged when your email sent through here stated my contract would be terminated as of 3.31.2025. You did not mention any more monies being taken out of my account, and I am going to ask for the money back. If my contract was terminated, then why am I being charged AFTER the end of that? Please advise. 

  Business Response

  Date: 05/12/2025

  Hello,

  Your account was correctly processed for cancellation on 3/31/25. Upon review it appears while everything was processed correctly, there was an error within the finance system that did not stop billing. This generated the invoiced in question. As of 5/12/25 that invoice has been removed from your account and your balance is zero. It has also been confirmed that there will be no additional invoices generated and sent. Be advised it may a few business for that change to post.

  We consider this issue resolved. 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23125777
  
  I am rejecting this response because: It was unclear in the response from Inovalon for how they intend to refund the $111.87 that was charged on April 19, 2025 (see attached picture from my **************** statement). I read and hear that the finance department made errors on my account which is validating, and perhaps more aligned with my original frustrations in that the company seems to be disjointed in communications from department to department. I am refuting this charge today 5/21/2025 on my **************** Bill. I had hoped that this charge would be an automatic fix and already reversed, but I see that further communication and discussion is needed for this to happen. 

  Please share how to remedy this error so that we may both go on our parted ways. 
  
  Sincerely,
  
  ******* *******-******

  Business Response

  Date: 05/23/2025

  As stated in the previous response, our correction was made and that it would take a few days to post. That was accurate and as stated, has posted and your account shows a zero balance as of 5/12/25. We are obviously unable to update on your **************** statement, but from our end, you are at a $0.0 balance. As stated before, this resolved the issue in question and the complaint as a whole. 

  Customer Answer

  Date: 05/28/2025

  Dear BBB: 

  The company sent the same message and did not address my concern in that they charged my **************** on 4.19.2025 AFTER they closed my account on 3.31.2025 in the amount of $111.78. They reiterated that I have a zero balance but that wasnt my issue - my issue is that they took an additional payment from me and have zero intentions to rectify the mistake. They fixed their error for May and going forward there is $0.00 due, but did not make a comment on the payment I am referring to. So I disputed the charge on my **************** bill and hopefully that will suffice. This is frustrating in that my follow-up concern was not addressed. Do you know why that is? I was overcharged after my contract ended and I didnt get to hear why that happened or what the company would do to offer a solution. 
  

  I will fight the charge through **************** - but if they dispute that, do I contact the BBB again? 
  

  To clarify - as I dont think I was clear - I was charged after my contract ended. I inquired as to why and how to resolve and I received an answer that didnt address my concern. 
  

  Thank you for your help in this matter. 

• Initial Complaint

  Date:12/31/2024

  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.

  Inovalon continues to attempt to collect unsubstantiated amounts for a service that was canceled in July, 2024. Every attempt I have made to gain further insight into this matter, receive further explanation or resolve the issue directly with the company has been ignored. Most recently, I was sent a warning that a collection process would begin and I once again asked for documentation/proof of any legitimate debt and have been met with silence. I gave the company over 1 week to directly address this issue in response to their collection threat and have received no response. Without verifiable proof that any debt is owed, no payment will be made. Furthermore, any efforts to continue to collect on an unsubstantiated debt should constitute billing and collection fraud. I request this company cease any further billing or collection attempts and no longer contact ***** business used Inovalon for electronic medical billing for an extended period of time (I don't recall the exact number of years) and ceased operations on May 31, 2024. My Inovalon service was canceled 2 months later at the end of July, 2024 (via both phone and email) but they continue to bill me for months of service AFTER my cancelation date. I have made no less than 5 attempts to address this matter directly with the company since the summer of 2024 with no resolution. Months later, they still try to collect amounts that are not owed and then ignore any of the follow up requests I have made. I have seen references to a "contract" or "agreement" that supposedly exists between myself and this company and have asked for a copy to review several times. I would like any such document to be verified for legitimacy by an attorney but nothing has ever been provided, leading me to suspect that no such document exists. I do not see any justification to pay for services beyond a cancellation date, I have never done that before with any company or service. No services were used beyond May 31, 2024.

  Business Response

  Date: 01/03/2025

  Thank you for reaching out! I hope we can amicably correct this complaint. I apologize if the information regarding your cancellation was not relayed correctly. You are correct in stating that you requested your cancellation at the end of July 2024. Our process is to receive those notices and without special language cancel 60 days after notice. Your initial agreement that has subsequently renewed year over year is dated back to MDOL/Ability time. There was no special language found therefore your cancellation was processed for a 9/30 last billing date, given the notice in July. Again, I apologize if all this was not relayed accordingly. Given that your cancellation date was set for 9/30, you were then invoiced for services until 9/30. This has resulting in an outstanding balance of $324.03. This balance outstanding is the reason for the collection process. The individual who managed your cancellation case should be in contact with you on how we plan to make that balance right and resolve this issue. 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22751680
  
  I am rejecting this response because:

  A copy of any yearly agreement MUST be provided for review in order for any billing or collection attempts beyond the date of cancellation to be considered reasonable or valid.  I still have never received a copy of any such agreement and will not be bound by any cancellation terms if no agreement specifically detailing these terms and demonstrating my acknowledgment can be produced.  Also, please provide my yearly renewal date for verification purposes (no such yearly agreement was ever agreed upon or entered).  Every business will maintain written policies detailing their billing/cancellation/collection procedures, these must be obtained for legal review and validity.  This Better Business Bureau portal allows for documents and attachments to be uploaded pertaining to this complaint, any written yearly agreement and a copy of Inovalon's billing policies must be uploaded through this portal in order to maintain an accurate written record.   

  If no written agreement is able to be produced, then how could I possibly be held to any cancellation terms?  Simply because this company wishes to impose 60 days of additional billing beyond an account cancellation date doesn't mean any such charges are reasonable or valid, and certainly doesn't obligate me to pay these amounts.  Furthermore, I require an explanation as to what these additional 60 days covers beyond the point of customer cancellation.  If the customer no longer wants or needs the service then what exactly are they supposedly required to pay for?  What is Inovalon's business rationale in charging fees for extra months of service without the customer's consent?

  There still has been no justification for billing (no copy of any agreement has been provided) and no resolution offered for this matter.  A simple account balance adjustment to $0 for a years-long customer would quickly resolve this issue.  It's also very interesting how numerous attempts have been made to have this issue addressed over the past several months but were consistently ignored until a formal complaint with the BBB was filed.  Now that a complaint has been filed, all contact pertaining to this matter must be handled through the BBB portal.  I do not wish to receive any direct contact pertaining to this matter outside of this forum.  

  I will await the documents requested and further explanation on Inovalon's billing, cancellation and collection policies.

  
  Sincerely,
  
  Dr. ***** *******

  Business Response

  Date: 01/21/2025

  Per Legal, this amount will be credited. It will take a few days to process but you should see that reflected on the outstanding balance, which will be $0. We consider this complaint to be resolved. 

  Customer Answer

  Date: 01/23/2025

  Though I accept the resolution offered by the business for a balance reduction to $0, I am hesitant to believe that the offer will actually be upheld.  ************ is incredibly unprofessional and untrustworthy (as evident by the numerous other complaints to the BBB) and they have been attempting to collect a balance from me that seems to be based on a fraudulent scenario.  I have never had any agreement with this company and never approved of any cancellation policy, etc.  You can see from the message chain that they never complied with my request to send any proof or documentation that could possibly demonstrate the existence of any agreement, though they constantly use it as an excuse to justify billing beyond the date of cancellation.

  I received another collection threat just 2 days ago, likely in a last ditch attempt to collect funds from me before making their final offer to reduce the balance in response to this complaint.  I have no trust that these collection attempts will actually stop, and I don't want to risk them trying to collect from me again at some point in the future with only 2 sentences sent to the BBB as proof that the account balance has actually been waived.  Will the complaint response given to the BBB be sufficient enough to prevent this company from any further fraudulent collection attempts?

  I would like to only accept the business' response on the condition that a written statement showing my account details and stating the account balance has been corrected to $0 is received first.  This document should also include the name and title of the person authorizing the balance reduction.  Saying "per legal" in their response doesn't give me much confidence that any single individual is able to take ownership of the balance reduction offer.  Receiving the business' offer in writing with details pertaining specifically to my account will help to legitimatize the terms and reduce the likelihood that this company will go back on their word or resume additional fraudulent collection attempts in the future.

  I would like the BBB to weigh in on this concern before I provide my response to the complaint, and please advise what the appropriate next step should be.

  Thank you,

  Dr. ***** *******

• Initial Complaint

  Date:09/23/2024

  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.

  I work as a medical ****** and signed up with Inovalon in 2018 to function as the vendor to send my medical bills to health insurance companies. I called them three times in August of 2024 to cancel my subscription which was on automatic payment. Each person I spoke to told me she would take care of it. Nothing happened. Finally in September someone named **** ****** called me back and told me that I have to write him an email to cancel- which I did. He never informed me about the sixty day prior notification of cancellation - or for that matter, when I had originally signed the contract. Subsequently I got an email saying my contract would be continuing until October of 2025, which means that Inovalon will be charging me thousands of dollars for services I no longer use and which I tried to cancel. When I spoke to them today they said that the contract stated that I had to let them know 60 days in advance of the day the contract renewed. This information was new to me. I refuse to pay thousands of dollars for services not rendered and which I tried to cancel in August. I also was never informed of this procedure and of when my contract had originally been signed.

  Business Response

  Date: 10/18/2024

  Hello,

  Our records show that your account is set to cancel at the end of this month 10/31/24. The full cancellation was processed by our system, but a review showed promotional language that existed in your agreement. Therefore, there was an adjustment made to your cancellation. This should have been communicated to you on or around 10/3/24. We apologize if this did not get properly delivered we have recently made some changes to our technology and it is possible this may have been missed. 

  Furthermore, we apologize that you do not feel that the contract and/or the language with in was not properly relayed to you. Unless specifically asked for, our Account Managers do not ask to review the agreement is detail prior to execution, as we assume that will happen by the account prior to signing. They should have provided an avenue to answer questions should they arise during your internal review. 

  Given that your complaint centered around the renewal/cancellation date. We have confirmed that your account will be terminated at the end of this month 10/31/24. You should receive one final invoice for the service period 10/1-10/31/24. You will not have any further responsibility after that. We consider this complaint to be resolved. 

• Initial Complaint

  Date:08/24/2024

  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.

  The date of transaction was April 9th. I canceled the service one week later. I have paid $0. The business was committed to providing me with a platform to complete insurance claims. The dispute involves unresolved billing issues and the failure to cancel my service despite multiple requests. I am requesting a $0 invoice because I have not used, and in fact could not use, their service, and I canceled after one week. Additionally, they have prevented me from using their free services due to continued invoicing. Despite my multiple attempts to cancel, Inovalon **** has not resolved the problem. They continue to send invoices and have not canceled the paid services.

  Business Response

  Date: 08/27/2024

  Hello *******,

  You are correct. You signed the contract for services on 4/9. You state that you advised you wished to cancel the following week. That was not provided directly to the Customer Success Team, therefore your cancellation was not processed until June and was finally approved on 8/6. You mention "unresolved billing issues" but a review of your account shows no Support cases. The internal notes on your cancellation state that you were requesting cancellation due to a financial issue, but that was not specified.

  You have received invoices, and will continue too because your contract terms carry you until 4/30/25. We were not provided any viable reason to change the terms of the agreement. 

  My recommendation is to reach out to the Account Manager who worked your case (*********************) and schedule some time to see if there is a possible path to getting the account terminated before the 4/30/25 date. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22192005
  
  I am rejecting this response because:

  ? 1 - I have made multiple attempts to contact *********************, the Account Manager, without?
  ? success. Per my original complaint, I reached out via email on August 3rd, August 6th, August?
  ? 7th, August 8th, and August 16th. Additionally, Inovalon employees have attempted to reach out?
  ? to ********************* on August 9th, August 14th, August 16th, and on August 21st. The repeated?
  ? failure to establish communication raises concerns about the legitimacy of ********************* and?
  ? suggests that reaching out to this individual may not result in a resolution.?
  ?

  2 - Inovalons BBB response claims that my communication was not sent to their Customer?
  ? Success Team. However, I was informed by ***************************** (June 5th, July 8th, July 22nd);?
  ? credit manager ********************* (on August 16th) ********************* (see dates above) and ****?? as?
  ? detailed in my initial complaint?? that they would escalate my issues to the Customer Success?
  ? Team.?? I have no control over their internal communication protocols or the lack of action?
  ? from their Customer Success Team.?? The discrepancy between their internal notes and the?
  ? information I provided further complicates the situation. Specifically, they claim that my account?
  ? shows no support cases. At the same time, they mention that the internal notes say I requested?
  ? cancellation due to a financial issue, but that was not specified. How would they know? otherwise??

  ? 3 - Inovalons response inaccurately states that my cancellation was approved on August 6th,?
  ? yet they suggest my contract is valid until April 30, 2025. I initially contacted ******** in April to?
  ? cancel my service, and my subsequent interactions with billing in June further reinforced this?
  ? request. The conflicting information about the cancellation timeline indicates a failure in?
  ? processing my cancellation request appropriately. Every representative I spoke to indicated that?
  ? my service would be canceled starting from my initial contact in April.?

  ? 4 - My request for a $0 invoice has not been met and this is why I filed the initial request. I have?
  ? never used their services, nor have I been introduced to the program they have billed me for. I?
  ? never received instructions on how to access it. In fact, I canceled the optimization call in April,?
  ? which was REQUIRED to use their program because I canceled the service in April. I have yet?
  ? to understand why I received an invoice for a service I never received.?
  

  Given these points, I find Inovalons response insufficient in addressing the problems I have? raised. I request further investigation and resolution to ensure that my service is properly? canceled and that I receive an invoice of $0 reflecting my account status and an official written? confirmation of cancellation of the services they have incorrectly billed me for.?

  ?Thank you for your attention to this matter.?

  Sincerely,
  
  *******************?

  Business Response

  Date: 09/05/2024

  I have confirmed that your account was approved for early cancellation and you were notified via email on 8/13 of all the specifics. I have also confirmed that on that same day, a credit was approved for $577.25, that nullified your exiting account balance. This was processed and posted to your account on 8/30/24. 

  Given this information, your complaint has been resolved. Your account has been cancelled and your account balance is $0. Given the time in which the account was cancelled, you would have access to it until 9/30/24. We have however confirmed that you should not be invoiced for Sept. If that occurs, Inovalon will make sure to wipe that invoice to keep you at $0. 

• Initial Complaint

  Date:08/14/2024

  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.

  I signed up for this software under false pretenses. I was told it would provide a service that it did not. After many meetings with the company they could not provide what I needed and would not let me out of the contract. My contract says it ended 06/30/2024. I sent several emails to make sure it would not renew but they did not respond. NOW they auto renewed it and are sending me to collections for $3872.00 and trying to charge me all the way thru 06/2025. I have told them multiple times my contract was not supposed to renew, but all I hear back is im being sent to collections. Also they emailed all my employees collections notices too.

  Business Response

  Date: 08/15/2024

  Thank you for reaching out. I am sorry you have been put through this situation. I have reviewed your account and see that there are resolution cases being worked currently to correct this. CUS0012078 for the cancellation and CUS0012632 for the invoice corrections. Both are being worked by *************************** as I'm sure you aware, as I see there have been communications back and forth.

  In your complaint you mentioned an invoice of $3872, but in your disputed amount you have $1575. Please work directly with ********* to provide the actual number you are requesting so it can be worked and approved accordingly. 

  Given that we are actively working towards a resolution on this matter, I would ask that this complaint be closed. 

• Initial Complaint

  Date:07/16/2024

  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 was looking for billing solution for *****'s Heart Medical Transportation. We contacted Ability Network (Now Inovalon) as I use their product for my another business TruCare **************** When it came time for implementation we realized that their billing system was not compatible with our trip management software, and we did not implement it and never used the system. I immediately emailed them on 02/16/2024 that the solution was not usable for us and never implemented. But they just kept billing every month ignoring my request for cancellation.

  Business Response

  Date: 07/22/2024

  Hello, I have been advised that communication was also sent directly to members of our Executive Leadership Team regarding this matter. I have been advised to wait for their formal response and to align our response here with that messaging. Thank you

  Business Response

  Date: 07/23/2024

  The Complainant also reached out to members of the Executive Leadership Team at Inovalon in conjunction with the this Complaint. After review and research it was determined and the complainant was advised that they did in fact implement our services and therefore, without any viable reason to break our contractual agreement will be responsible for the invoices until the end of said agreement. The complainant will have full access to the services up to the last billing date. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21998067
  
  I am rejecting this response because: 

  The project was never implemented and not a single claims was processed through their system. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/25/2024

  Our records show that you completed implementation on 1/26/24. At this point you had full access to the tool. Whether you chose to use it was at your discretion. There was nothing on our end, that we are aware of that would have stopped you from sending claims. You mentioned to our Success Team that, "We are cancelling because the payers began offering billing through their portal." You now mention it was due to "compatibility."

  Regardless, the agreement is not contingent on usage. Our executive ************************* responded, and that remains the position of Inovalon. You advised you will be cancelling your other services and if that is your decision, we will process those accordingly. 

• Initial Complaint

  Date:06/20/2024

  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 am filing a complaint against Inovalon ************* due to ongoing issues with erroneous billing and a lack of response from both their ****************************** and Customer Success team. Services with ********************** were formally terminated on November 27, 2023, in writing, directed specifically to team members ******************************* and *************************. On November 28, 2023, I received email from Inovalon ****************************************** that services was terminated. Despite this, billing continued, leading to further communication with the ****************************** on December 18, 2023, stating that the services had been immediately terminated and had never been rendered. On February 15, 2024, I received an email from ********************************** stating: Please disregard any notifications you received regarding past due invoices. We will work to get the two invoices on the account cleared off with customer success.Despite multiple communications and evidence provided of the service termination, Inovalon persisted in sending invoices. On May 21, 2024, *********************, Manager of AR/Collections at Inovalon, emailed me regarding an outstanding invoice balance of $2,577.28. I promptly provided ****************** with proof of the termination confirmation from Inovalon, to which he apologized and promised to resolve the issue. However, the resolution was not forthcoming. On June 17, 2024, I received email demanding payment, with a warning of further escalation if not settled. This series of interactions reflects poorly on Inovalons internal communications and shady business practices. As a small business, we relied on the contractual agreement being honored, which it was not. Hospice Care 4 U doesn't owe this money as the contract with Inovalon was terminated and the services were never provided.This situation has caused significant stress and financial strain on our business. We seek immediate intervention to resolve this matter and hold Inovalon accountable for their actions.

  Business Response

  Date: 06/24/2024

  Hello, I have received this complaint and reviewed with the information available to me in my role. I have requests out to our finance team for further insight. It is my goal to get this rectified as quickly as possible.

  Customer Answer

  Date: 07/01/2024

   
  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:06/20/2024

  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.

  In March 2024, I was an urgent looking for a medical billing clearinghouse to do some billing.I was recommended by my old billing company that the Inovalon is easy to understand of how to bill, so i decided to contact the Invalon Clearinghouse.Immediately the contract needed to be signed before any work to be done, so I signed the contract hoping I could get the billing started up and running.Following the signed contract, *************************** contacted me to let me know that ***************************** would contact me for an enrollment. No problem there with ******.Scheduled the first meeting with ******, not much done. Me and my **************************** had some questions regarding an enrollment, we contacted ****** via by email and phone calls.We didn't get a response. We waited and waited. I couldn't get any help. I had tried to contact ****** and the person that I first signed the contract. They couldn't help us, so I decided to cancel the service. At this time I received an invoice that I couldn't use the service.I contacted the customer service to cancel the service. Got transferred to different departments.Then I thought I got the right department. I told them what happened and needed to cancel.Months went by i received another invoice. I realized the cancellation didn't happen. At this point, I realize the cancellation will not resolve easily. I am the BBB to help me to resolve this issue. Please help. I am much appreciated your help.Thank you,****

  Business Response

  Date: 07/17/2024

  CUS0006469 was processed last month, and your services were terminated as of 6/30/24. This was communicated to you via email on 6/27 from Case owner *********************. 

  We are sorry to hear that you did not have a satisfactory experience with our Implementation Team and that caused you to seek services elsewhere. 

  You will not be receiving any invoices moving forward. We will have our finance team make sure your existing invoices are removed. You will be contacted by someone to confirm that. 

  Customer Answer

  Date: 07/17/2024

   
  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,
  
  Souk Luangsrinhotha

• Initial Complaint

  Date:04/19/2024

  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 writing to file a formal complaint against Inovalon regarding our companys account. Our account has been placed on hold due to an open invoice that we are actively disputing. Despite all other invoices being paid to date, this particular issue remains unresolved.The situation escalated when we unexpectedly received a back-billed invoice for one year of service. In this invoice, Inovalon claims that we have been using eligibility lookup services for an NPI (National Provider Identifier) that we were not paying for. However, I would like to provide some context:Contract Change in 2022: When our original contract with Inovalon expired in 2022, we intentionally removed one of our NPIs from the contract.Automatic Eligibility Requests: Upon investigating the issue, I discovered that the Inovalon system was automatically generating eligibility requests for the same patients every month. These requests were initiated by their system after 11 PM, and the reports were never opened or reviewed.Error Explanation: I promptly contacted Inovalon support via email (as there are no phone numbers to reach a live person). I explained that these requests were an error on their part. Our company did not initiate them, and the late-night timing clearly indicates an automated process.Lack of Resolution: Despite my efforts, this oversight has not been rectified. Inovalon has maintained our account on hold, preventing us from conducting billing operations. We were only made aware of the issue after receiving the back-billed invoice for an entire year.Timely Notification: Had we been notified promptly; we could have addressed this automatic report generation back in 2022.As a long-standing customer of **********************, I had hoped that such issues would be resolved without the need for direct intervention. Unfortunately, this has not been the case, and I am left with no choice but to escalate the matter through this formal complaint.I kindly request your assistance in resolving this issue promptly. Our business relies on timely billing processes, and the current account hold is causing significant disruptions.Thank you for your attention to this matter.

  Business Response

  Date: 04/22/2024

  This response is the breakdown of the findings of the Technical Support team regarding this complaint. 

  *********************, a ****** was using the system in 2022. She set up a recurring/automatic monthly eligibility batch report. This was confirmed by the complainant.

  The customer had four batches that were set to run perpetually at the end of each month (totaling 62 requests monthly). These batches did run overnight, as is an option with the system. This was a setting within the batches upon creation. The ownness and responsibility belongs to the customer to manage their product as they see fit. Inovalon have no way of discerning whether a product is running batches that a customer no longer finds necessary.
  
  Furthermore, the *** has now been disabled since the last batch was run on 3/31. By design, the customers are responsible for managing their own users and ***s. This would mean that we are not liable for the charges they've incurred. The overage charges are submitted and sent for a year, therefore causing the time lapse.

  As of 4/19, Our Success Team has an open case to further inquire and see if any additional information can be found to validate the need for a credit. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21599816
  
  I am rejecting this response because:

  As the account administrator and primary contact for contractual matters, I've generally had a positive experience with your company. However, a recent issue has prompted me to reject the current response.
  - During discussions in 2022 with our account managers regarding contract updates, I was led to believe that no further action was required on my part concerning system adjustments.
  - It was my understanding that the account manager would handle the deactivation of the *** in question.
  - Our monthly invoices lack detailed usage breakdowns,leaving us unaware of the system's automatic report generation.
  - Had we been promptly notified of any discrepancies or issues following the cancellation of the additional ***, we would have engaged with your support team to resolve the matter.
  - The retrospective billing for an entire year presents a challenge, as it does not allow for any corrective measures to be taken after the fact.
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/23/2024

  As stated in our initial response, our Success Team is working a case to attempt to uncover any additional information to validate the need for a credit in this matter. 

  From the stance of our Support and Data Governance Team, this overage is valid. As was previously stated, we are not responsible for the reports created and maintained by the Account. We do not hold the responsibility for adding/removing/managing NPIs and or users/batches in an Accounts instance. You are correct in stating the invoice lacks "detailed usage breakdown." That is again, something available to you in the application itself, and is not incumbent on us to provide. The overage invoices are drafted and sent on a per year basis. That is the established practice of Inovalon. You stated that this practice does not allow for "corrective measures" to be taken. Since you have received the invoice you have worked with our Support Team and now with the Success to further look into this. Yes, the time and unpaid invoices has led to a suspension of your services, but that is standard procedures and your choice to not pay. To say that we are not working to validate or correct is something Inovalon rejects. 

  We will continue to work our Success case with the complainant and hopefully come to an amical resolution. 

• Initial Complaint

  Date:01/02/2024

  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 have been a customer of ********************** (Ability Networks) for several years using them to submit medical claims from my office to ******** in *******. I received the new bill for **** via email on 12/10/2023 advising me that the rate is being increased to$898 which will be taken from my **** card on 12/17/23. After comparing other claims processing companies I decided to not renew with Inovalon. I called the company. on 12/11/23 two ****** spoke to "representatives" who noted my cancellation request and said that they both The next day, not having received any call back from Inovalon, I tried a third time. This time I was able to speak with a company ************ I went through the whole conversation about ending my account on the first of the year, when my current contract expired. *** told me to send an email to the "customer success" department but that I am required to give 60 days notice before termination. I sent the email immediately. I received a phone call the next day and I spoke with another Rep. *** told me that my account would be turned over to "collections" if I did not release my **** account to pay for ****. At the same time, the company apparently blocked my ******** claim submissions because I was told by ******** that no claims had been been received since 12/11/2023, the day I spoke to the last ******** account with ********************** was paid in full for the year 2023 and they had no right to interfere with my submissions in 2023. The new claims processing company that I am going with has told me that they have had many clients complain about Inovalon. As soon as I received the bill on 12/10/23 for ****, I started trying to contact the company. There is no reason to require 60 days to cancel a yearly renewal and they should cease immediately using or blocking my ******** Submitter ID.

  Customer Answer

  Date: 01/02/2024

  No ******** claims were processed by Inovalon after November 30, 2023, despite the fact that my contract with Inovalon was paid through December 31, 2023. Also since I decided to NOT renew my contract with Inovalon for ****, they should release my PC Ace software and immediately stop using my ******** Submitter ID.

  Business Response

  Date: 01/23/2024

  The Customer was provided documentation of the price increase in Oct '23. Per our standard practice, and the contract the customer signed, all cancellation notices must be given in written form at least 60 days prior to renewal date. The customer notified ********************** on 12/12/23 they wished to cancel. The renewal date was 1/1/24. A cancellation is in progress and the last billing date will be 12/31/24 per our terms.

  Customer Answer

  Date: 01/23/2024

   
  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,
  
  *******************************