Complaints

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

• Initial Complaint

  Date:05/12/2025

  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.

  This was my last email to the company and it has yet to be responded to:
  
  I continue to recieve charges for $429.00. You have yet to refund any of these charges from the time I cancelled. If it was not enough for you to drag your feet and ignore my emails trying to cancel since Nov 2024 you have continued to charge $429. This email indicates to remove the credit card. This email also was sent by an ignorant individual as the credit card on file with NueMD is not the card that AdvancedMD is using to charge me. I have requested severa times that this fee be adjusted to the fee that I was quote to have read only services. At this point I have turned this matter over the the BBB and to my credit card company. You should respond to them. I have given you almost 5 months to address this issue and I have yet to get a resolution.
  
  ***** ** ***** ****

  

  Business Response

  Date: 05/14/2025

  Thank you for your patience while I review the matter. I have spoken with your sales rep and several other people that have been involved in your account. It appears that starting in February you began paying for NueMD while also being charged for AdvancedMD. I will issue a credit for three months on the AdvancedMD side to cover that. Thank you

• Initial Complaint

  Date:01/08/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am not satisfied with the business as I am still waiting for a response from their legal team—I have not heard back from AdvancedMD. I would appreciate it if AdvancedMD provided an actual response based on the facts regarding the resolution of my issue. I request that the BBB keeps this complaint open until I receive a response that directly addresses my initial complaint.
  
  Sincerely,
  
  
  
  ***** ********** daily calls from patients to my personal number, causing emotional distress and interfering with my ability to manage my practice.
  4. The promised transfer of patient diagnosis data from Practice Fusion has not occurred. This has forced me to manually input each diagnosis one by one, a time-consuming process that has delayed my ability to bill Medicare for over a month. These delays have caused financial strain and operational inefficiencies for my practice.
  
  Impact on My Practice:
  Due to AdvancedMD’s failure to meet its obligations, I have suffered:
  • Significant delays in operations.
  • Emotional distress from constant disruptions.
  • Financial loss due to the inability to bill Medicare on time.
  • Decreased efficiency in managing my practice.
  
  
  Sincerely,
  ***** **********, MS, MBA

  

  Business Response

  Date: 01/14/2025

  Thank you for providing the details of your interaction. I have met with the sales manager as well as the implementation manager over your account. I have been advised that you are in active discussions with them and our legal team and there is active correspondence between all groups at this time. If there are changes to what has been discussed among those groups I can work to get them, otherwise your concerns are logged with them and are being worked by the appropriate teams. 

  

  Business Response

  Date: 02/12/2025

  I have confirmed that our legal department has sent something to you and was informed that you have completed Implementation. 

• Initial Complaint

  Date:12/05/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i did accept an offer yes, as my option was limited to continuing with a platform i no longer trust and was not even able to use due to errors and a trainer who kept responding with " i dont know why thats happening",  a buyout of $870.24 totaling 3 months or a lawsuit with and i quote “ higher legal costs for you than the buyout itself.”. As stated i was verbally told one thing that did not include any percentage of buyout if the platform and support was indeed not fulfilling for my business however i was at least willing to cover that time period of 6-8 weeks, and due to missunderstandings i dont feel safe continuing with this platform or having further communication. the emails were unprofessional and transactional i could not include them as attachments because they are "too big" to upload- again however i dont want a lawsuit - i just want people to see these responses to know what they may run into if they do have a wonderful person demoing for them to be aware thats not what may continue after they sign a contract- i feel i at least am owed an apology for jumping straight to lawsuit instead of trying to understand a missunderstanding before it jumps out of control. i will pay this 870 because i have no other choice.

  
  
  
  

   

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

  videos wherei felt rushed during and didnt understand and we "ran out of time"to fix, my imported clients and contacts went as one so i could not update charts / connect anyone because something was done wrong. i finally reached out to shondra about the poor training experience and platform errors/not working( i only have so many characters here to type). nov 27th they offered a new trainer - going on vacation, poor timing for me, i determind i could not have extra delays so i declined stating it was not enough time when back to fix, understand and use system. they offered "a few extra training hours", shondra email seperately threatened legal team and 6 month buy out, which i stated put me in a hard place. dec 2nd stated she thought i accepted a 3 mth buy out. i said did not accpt anything and would go to bbb, her manager zach entered, all these missunderstand. i dont feel safe speaking with this comp. many errors here, i should not have to pay 3 months for 2 months of poor assist.

  

  Business Response

  Date: 12/09/2024

  I have reached out to the representative and the manager and passed the feedback on that you mentioned in the case. It appears you have reached an agreement with a member of my team. I am happy to reach out to you directly to discuss further if you would like.

  

  Business Response

  Date: 12/23/2024

  I appreciate you giving that additional context. I am sharing your feedback with the Sales Manager. 

  Customer Answer

  Date: 01/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:i get only 7 days to determine i accept that you didnt view or send my response, after you waited a month to share my response, and now i get to be concerned all over again that they will feel i am "poking the bear" and potentially serve me with that 12 month contract plus "more laywer fees" then i can imagine after all,  a month after we figured it was settled, when i shouldnt have had to pay anything but did accept there 3 month settlement out of fear.   
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 01/06/2025

  I apologize for adding additional stress to the situation. The agreement you made with the person that you worked with will be honored and nothing will change. 

  Customer Answer

  Date: 01/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is not satisfactory to me i have no choice but to accept it.  This is disappointing that you are supposed to be here to help businesses, and you failed mine.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:10/06/2024

  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.

  AdvancedMD entered into a contract with Be the Change Health and Wellness October 30, 2023. I was told we would have the key set up over the next 8-12 weeks and go live in January. We did not have the key set up in February. By March we attempted to bill a few sessions to insurance companies. By May 2024 we still had not received payments, ***;s or insurance benefits for the clients billed. We were unable to track the payments for clients that were billed. This resulted in a financial loss for our company as we had to pay another billing company to track down the payments. AdvancedMD continued to bill us and attempt to collect payments for a system that wasnt working. They tried to collect based on the set up process for the key and software. However our contract waived all set up fees. The fee was for the use of the *** and the **************** The *** took 5 months to set up and the billing was never functional. AdvancedMD threatened legal action if we didnt pay for this service that was not functional. AdvancedMD was unable to meet their contractual agreement.

  

  Business Response

  Date: 10/10/2024

  Thank you for reaching out. I have met with the manager in Implementation as well as reviewed the termination request that was received on June 6th. In reviewing everything it appears our implementation work was moving forward but there were issues related to the Change Healthcare outage that took place due to the cyber attack on them. Based on your termination request (copied below) the termination is due to Change Healthcare, which is a third party that we do not have control over we are unable to issue a credit at this time. 

  Termination request:

   

  “Thank you for checking in. Sorry for the delay, it's one of
  those weeks. So after further reflection. What it comes down to is that we
  don't trust change health care. It has really messed up our billing. We are
  missing payments that were built through our old system as well as our new
  because of this we have therapist leaving our clinic really put a financial
  stress on our business even though we weren't doing a lot of billing with
  AdvancedMD, it makes sense that because the EDI contracts had moved over we lost
  Payments that were put out through our old system as well . At this time, we
  are not willing to move our EDI contract back over to advanced MD due to change
  healthcare. I love the software of AdvancedMD and the EHR services. However, I
  just don't think it is going to work for us. Your help has been invaluable and
  I really enjoyed making all of the templates. This is what has kept me going to
  give advanced MD a shot. The reality is we haven't been able to track our
  billing and that is just not doable for us. I understand this may change if we
  transfer those contracts over with change healthcare not 100% and still being
  investigated we can't trust it . I appreciate all of your work Kevin. However,
  we are going to need to go in another direction.”

• Initial Complaint

  Date:07/28/2024

  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.

  In 2023, Peachtree Behavioral entered into a contractual agreement with AdvancedMD for the implementation of a comprehensive medical practice and billing system. AdvancedMD has failed to meet several critical deliverables under this agreement, specifically: 1) The training and implementation of the new system and 2) The migration of patient records to the new system..Additionally, AdvancedMD's disrupted the practices current clearinghouse and claims services without prior notice, leading to substantial revenue losses for the practice. While AdvancedMD charged Peachtree Behavioral multiple implementation, migration and monthly service fess, they made no attempt to effectively implement their practice management software in a timely manner. Consequently, Peachtree Behavioral suffered from considerable operational disruptions, heightened stress, delays in claims processing, and financial losses. As a result of AdvanceMD's many failures, Peachtree Behavioral terminated the agreement with AdvancedMD and is seeking reimbursement of $5,500 in fees paid to AdvanceMD.

  

  Business Response

  Date: 07/29/2024

  Good morning,

  I am reviewing your complaint and wanted to confirm that I am in the correct account. I show that this account was closed in March of *********************************** January of 2023. In the work order it shows that we reached out on 1/18/23, 1/24/23, 1/27/24 and 1/30/24 without response. Is there a different account that I should be reviewing?

   

  ****

• Initial Complaint

  Date:07/13/2024

  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.

   
  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,
  
  *******************************d, and I did so on 06/27/2024. This was either missed or ignored, but since that time my scheduling link has been non functional and therefore no new patients have been able to schedule appointments causing me practice to lose business. I even received complaints from potential patients stating that my practice was disorganized and unprofessional because they could not schedule appointments. I called and emailed almost daily to get the issue resolved only to receive an email on 07/10 that the issue was I never set up my Advance MD pay. When I forwarded my original email reminding not only my implementation specialist, but also her supervisor and the sales supervisor that I in fact did weeks ago and asked for a refund or at least a call back I did not receive either. I have since sent numerous emails to their corporate office to complain that have gone unanswered. I would like a refund of invoices paid to date or out of my contract.

  

  Business Response

  Date: 07/18/2024

  Good afternoon,

  I have met with the implementation manager and they have agreed to assign a new implementation consultant. I have also submitted a credit for the requested amount.