Complaints

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

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  Symplr

  315 Capitol St Ste 100 Houston, TX 77002-2827

  
• 

  IntelliCentrics, Inc

  777 International Parkway Suite 400 Flower Mound, TX 75022

• 

  IntelliCentrics, Inc

  1420 Lakeside Pkwy STE 110 Flower Mound, TX 75028

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:06/05/2025

  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 required by the nature of my business to sign up with vendor credentialing services, such as Symplr. On June 1, 2024, I was charged $431 by Symplr for a yearly subscription for the Advantage Plan. On June 1, 2025, I was charged $622 by Symplr for a yearly subscription for the Advantage Plan. I do not receive and have not received $191 worth of service/product increase to justify the pricing difference. In my opinion of using these services for almost 15 years, this is price gouging, as the hospital systems who use these services rely solely on these credentialing services to determine whether or not a vendor is allowed access to assist with patient care. If I don't pay these fees, I am barred from performing my job duties. I emailed the customer *** listed on the receipt on Sunday, June 1, for an explanation of charges, and am yet to receive a ***ly. Additionally, I have to pay for subscriptions for up to 4 more vendor credentialing services to get access to other hospital systems where I provide roughly the same information, but after paying their separate yearly subscriptions. If possible, I would appreciate a call from one of the BBB team to further discuss this extortion.

  Business Response

  Date: 06/13/2025

  symplr made the decision to implement a price increase for its services and solution effective as of January 1, 2025, for all new customers and for all renewals occurring after that date. Periodically
  we update our pricing to reflect enhancements in our platform, rising service
  costs, and new capabilities that support our mission: helping our customers
  ensure compliance, reduce administrative burden, and focus more time on patient
  care. Each price adjustment is made thoughtfully to uphold compliance and ease
  of use. Continuing to reinvest to provide reliable and secure solutions that
  improve your experience and value such as enhanced security, unified policy
  signature, as well as streamlined credential processing by updating all relevant listings without the need for multiple submissions and accommodating larger file sizes and a variety of file types. I do not see an email from the customer to [email protected] for this customer. We have an SLA of 2 hrs on emails that come in for advantage customers, however if the customer can provide proof of no response to the support email, we can look into it further. I did see the customer contacted the team on June 5th via phone. After escalation we did upgrade Allen Dolsen's account from the Advantage package to the Prime package (which allows Priority Processing time, a Concierge Services that provides 24 hour support M-F, 6am-8pm CT weekends, as well as grants access to priority phone number & email) at no additional charge to the customer.
  
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SYMPLR Provides Vendor Credentialing to access hospitals. I no longer am in a position to doo so, but had HOPED to be employed again in that field. Their Subscription is $599.00 for One Year. I had until 08 May 2025 to cancel. When I called on 08 May to cancel, I found out that they had ALREADY renewed my subscription, and would not reverse the charges, even though it was the day indicated to cancel. The company says they will "Escalate my claim and return my call, but they have not

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  This letter is to inform you that Symplr has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/9/2025 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Instead of a description, I have added a recent email I sent to Symplr/Intellicentrics. The issue is that Symplr has purchased Intellicentrics and although I am already a paid member of Symplr, Intellicentrics still wants to charge me $1000 for a membership even though they have been purchased by Symplr! I believe they are double billing like this a very large scale and it is unfair to its subscribers who have no choice but to subscribe in order to access medical device customers and implantations in hospitals."I am a current subscriber to Symplr having just renewed my subscription in November, 2004. It is my understanding that Symplr and Intellicentrics have merged or one of these entities purchased another. I am now being asked to renew my subscription with Intellicentrics while I already have an active account in good standing with Symplr. This is double billing and it is my belief that the new, combined entity is using this transition as an opportunity to collect subscription fees for the original two entities (Symplr and Intellicentrics) concurrently. This strikes me as being greedy and is most likely also illegal. Please explain why I am being asked to pay another $1000.00 to renew my Intellicentrics account when I am already a Symplr subscriber? I am also in contact with the BBB and potentially the *** and *** regarding this matter. Your rapid consideration and response to these issues is appreciated.

  Business Response

  Date: 04/23/2025

  symplr and *************** signed a definitive purchase agreement on February 9, 2024 for the acquisition of Intellicentrics by symplr, and the Transaction fully closed on April *******. On that closing date, *************** became a wholly-owned subsidiary of symplr, and since becoming a whollyowned subsidiary of symplr, Intellicentrics has been in the process of being integrated into symplr, including but not limited to integration of Intellicentrics people, products, and processes.Those integration activities are well underway and should be largely completed in early 2026. This misunderstanding appears to be the source of the Complainants confusion that resulted in the filing of the Complaint. Until the transition is complete the products are still separate, and customers need to maintain both accounts as facilities transition. We did reply back to ***,however he reached out to you before he waited for a response. I have attached it for you to review. Furthermore the Complainant  requested that the reinstatement fee for his Intellicentrics  renewal was waived.($150 value) We did go ahead and do that for him. *** **** has had both his symplr Access and his Intellicentrics  account for 5 plus years. Once the Intellicentrics transition is completed the customer will only have to have one account to access all ********************** Access and symplr Intellicentrics facilities. Please let me know if anything else is needed

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  How long does it take for two companies to assimilate their assets? Two full years? In the meantime, they are receiving subscription money for two companies as if they were separate entities. This is double-dipping and is at least unethical and worst, illegal!
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/30/2025

  As mentioned the transaction fully closed on April 24, 2024. On that closing date, *************** became a wholly-owned subsidiary of symplr, and since becoming a whollyowned subsidiary of symplr, Intellicentrics has been in the process of being integrated into symplr, including but not limited to integration of Intellicentrics people, products, and processes. Those integration activities are well underway and should be largely completed in early 2026. We're currently integrating our systems and teams to create a more unified experience. It does take time because it includes simplifying access, credentialing, and billing and always with the goal of improving customer ********************** and ensuring compliance for healthcare systems. We did waive the reinstatement fee and once the Intellicentrics transition is completed the customer will only have to have one account to access all ********************** Access and symplr Intellicentrics facilities instead of paying for both accounts. 

• Initial Complaint

  Date:04/11/2025

  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 needed to get credentialing for ******************************* for my job as a medical **** I typed in Reptrax and was sent to symplr cause apparently they are merging. I paid $599 and submitted credentials to them. They said i was clear. When I went to check in the day before the case I could not get in (3/27). I called symplr they said I was good for those accounts. The kiosk was still Reptrax so they had me call Reptrax. ******* wanted $600 to get covered by them. They said because they havent merged yet completely that they are still different entities. I called symplr back said I needed a refund so I could pay Reptrax so I would have coverage. They said they have a no refund policy. They said that those accounts were ********************** accounts. I gave a case today and when I checked with them (4/11)today they no longer have those accounts. I just want a refund so I can call Reptrax directly. Symplr is being ridiculous and basically took $599 without providing the service I need or asked for.

  Business Response

  Date: 04/15/2025

  Please note that a refund exception was made for this *** on 4/11/2025. (I have attached the refund receipt) symplr and Intellicentrics signed a definitive purchase agreement on February 9, 2024 for the acquisition of Intellicentrics by symplr, and the Transaction fully closed on April 24, 2024. On that closing date, *************** became a wholly-owned subsidiary of symplr, and since becoming a whollyowned subsidiary of symplr,Intellicentrics has been in the process of being integrated into symplr,including but not limited to integration of Intellicentrics people, products,and processes. Those integration activities are well underway and should be largely completed in early 2026. This misunderstanding appears to be the source of the Complainants confusion that resulted in the filing of the Complaint, and the request for the refund. . Until the transition is complete the products are still separate, and customers need to maintain both accounts as facilities transition.Please let me know if anything else is needed

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their software for my business and wanted to cancel and close my account once the contact was up. In my contract is stated I needed to provide written notice which I did with ample emails stating my desire to close the account. They are now stating that because I didnt use a company letterhead that my request was invalid and have stated my contract wont be closed until September this year. They sent my balance to a collections agency for unpaid balances dating back to September of last year which is when the account shouldve been closed. I have emails and calls with the company that expressed my desire to close and terminate the contact prior to the 90 days before the contact renewal date. I followed their contact on how to cancel to which they are saying wasnt correct. They wont respond or provide any solution to the issue to help resolve. I have emails, phone calls and case numbers to show for as well.

  Business Response

  Date: 03/10/2025

  I can't find any information using the name they provided. They didn't list the company name nor provide a valid email. We always respond to emails sent by customers and have had a high rating for years because of this. I would need them to provide more information to ensure they are not meaning to contact another company (as we are in the middle of an acquisition) and think we have merged. Without more information from them I'm unable to help, as you know I would if I could find this person in our system. 

• Initial Complaint

  Date:08/26/2024

  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.

  On 8/26/24 I received a test message to renew my simple account. I tried to log in but it appeared by old email address was still listed. I went in and checked to see if the facility Imwould be calling on was still listed as one of their customers. It was. So I paid the vendor servicing credential fee and got up to date on all overdue info, etc. imagine my surprise when I tried to do the training for Sutter through their website and it didn’t work. Turns out after about 15 minutes they informed me that Sutter will no longer be represented by them. I asked why they didn’t remove it. Their response is that it was my responsibility to find out if Sutter was still with them (like anyone aside from the person in purchasing-who is impossible to get ahold of-would know). They said they depend on the reps to find out if a vendor isn’t using them anymore! Even though they have a no refund policy I asked for a refund as I would not be using their service and they still had it listed. (No info on their splash page about it either nor my account). I feel this was fraudulent and deceptive. I asked them to make an exception and they refused. Needless to say, I got a little bit upset especially when we got into an argument over the phone. Unfortunately. Companies are stuck using these services and they are accountable to no one.

  Business Response

  Date: 08/30/2024

  Hello, 

   

  Please see the attached, the customer was refund on the day after. While Sutter may no longer use the system, we have hundreds of hospitals that still use the symplr system that a rep might still need access to. Email communications are sent out to vendors from the hospital when they decide to leave our service. 

• Initial Complaint

  Date:03/06/2024

  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 used their services over a year ago and have cancelled my subscription for over 6 months. Today I received a notification that my personal credit card was charged $377.80.
  I was out of town with my family when I received a “renewal notification” from them less than 24 hours ago on Election Day.
  I tried to access my account to resolve this issue, but my email does not work. I contacted customer support and they advised me of a “no refund policy” over the phone.
  I have no credentials with this company nor have I used their services in the last 6 months. I was charged for a service I did not receive and will not use.

  Business Response

  Date: 03/19/2024

  I have reviewed the account and all information. Since I can see that the rep hasn't used the account, we did grant a full refund and close the account. The refund takes 3 to 5 business days to full process. 

  Customer Answer

  Date: 04/15/2024

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

  Yes, the issue has been resolved on 03/19/2024.

  
  
   
  

• Initial Complaint

  Date:09/08/2022

  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.

  Sept 1th 2022: My personal ********** was auto charged by Symplr
  Sept 6th 2022: I come back from vacation and notice said charge. I have not been working in the Medical vendor field for over 5 months and no longer have access to email to sign into symplr. I email support asking for refund in membership cost. No response.
  Sept 8th 2022: Chat online: the rep tells me I cannot receive a reimbursement.
  
  I feel because I am was unable to get into my account and because of the fact I am no longer in the industry and unable to use said services anyways that It would be reasonable to ask for a refund.

  Business Response

  Date: 09/09/2022

  Customer has received a full refund as of 9/9/2022.