Complaints

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

• Initial Complaint

  Date:12/24/2024

  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.

  I have been unable to process any claims as a health care provider for the past 7 days.I have been told by the company I use for billing **************** that they have been in contact with Office Ally. They have been unable thus far to get Office Ally to recognize that they are having a problem with their system

  Business Response

  Date: 12/31/2024

  Thank you for contacting Office Ally regarding the processing issue with your claims. After reviewing the details of your inquiry and our conversation on December 23rd, we are pleased to confirm that the issue has been resolved. The problem stemmed from an invalid payer ID qualifier in loop 2010BB NM108, where the qualifier "XV" was being submitted instead of the correct qualifier "PI". This discrepancy led to claim rejections. As of December 29th, your software has corrected the qualifier to "PI", allowing the claims to process successfully. A clean claim was submitted on this date and has been forwarded to the insurance company.

  Customer Answer

  Date: 01/01/2025

   
  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:12/13/2024

  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 a free account to check out their services. I have not used their service. Now all of sudden Im being billed for a service I dont use (and thought was free), and they have made it impossible to cancel.

  Business Response

  Date: 12/23/2024

  Upon review, it was determined that the customers original cancellation request in November, if processed correctly, would have avoided charges for December and January. The account has been adjusted to remove these charges. A Client Support leadership team member is actively reaching out to provide a detailed explanation of the services, fees, and where this information is available in our product data sheets. The team will continue working with the customer to ensure all concerns are resolved promptly.

• Initial Complaint

  Date:11/19/2024

  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.

  On November 1st, I sent my final complaint via email about ongoing issues with claims that are appearing as "passed/accepted" when Imagine360, has repeatedly said that they are not receiving any of my electronic claims from Office Ally. This has been an ongoing issue with the payor Imagine360 since March of 2024. Enclosed is my third to last emails to customer support dated September. ******** finally responded and set up a time for a call, that I missed due to an emergency.Supervisor ******** contacted me on 9/13/24 once and left a voicemail, while I was in the middle of an emergency, and I never heard back from anyone again after his missed call.I will no longer wait for ******** or any other representative to finally resolve this issue and reimburse me for over 8 months of failing to offer a program that works as your market it. Office Ally owes me not only an apology for 8 months of delays in finalizing this major issue with a long-time customer, but a credit for every ********** claim that has failed along with partial compensation for the monthly charges that you have charged me for having to resort to printing all Imagine360 claims. If your company is not adamant in resolving this issue by the end of November, you will be pushing me to resort to further legal options and discussing this with both colleagues and ********** are the all the claims in question with ************************************ dates 10/10/24-10/31/24 ********** service dates 10/2/24-10/3/24 ********** service dates 9/5/24-9/19/24 ********** service dates 7/18/24- 9/4/24 ********** service date 7/11/24 ********** service dates 5/14/24 - 7/1/24 ********** service dates 6/6/24 - 6/13/24 ********** service dates 4/25/24 - 5/29/24 ********** service dates 4/5/24 - 4/10/24 ********** service dates 3/7/24 - 3/14/24

  Business Response

  Date: 11/27/2024

  After reviewing this concern and speaking with the customer on November 27th, our team gathered the additional information needed to conduct a thorough investigation. We are currently attempting to contact the customer to address their concerns. We sincerely apologize for any frustration this may have caused and remain committed to resolving the matter promptly.

• Initial Complaint

  Date:10/24/2024

  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 signed up for a $0 plan for Office Ally to send my billing to Blue Shield of **************** I received a bill for $50 for their service.Their website contains fine print that states that the customer may be charged $39.95 if the insurance company they are billing to is "non Par". It is very difficult to find this "Non Par" list...when I finally did, I typed in Blue Shield of ********** and it only has dental billing listed thus I assumed that Blue Shield if California is not a "Non Par". Also I should add that Blue Shield's website sent me to the Office Ally website - so I assumed they were participating.The office Ally website is therefore not clear enough and should be revamped so as not to confuse and/or mislead potential customers. The also did not mention that there was a $10 add on for client eligibility...this was definitely a sneaky add on that I never consented to.

  Business Response

  Date: 11/15/2024

  We take your concerns seriously and strive for clarity in our services and fees. Our terms, including charges for "Non-Par" payers and "Eligibility and Benefits" requests, are outlined in the data sheet provided during account setup as well as accessible on our website by clicking Pricing at the top of the page. Blue Shield of ********** is listed under BS001 or BS California on our payer list, and we regret any inconvenience in locating this information. Our support leadership team is in the process of reaching out to ensure that all concerns and questions are handled and resolved.  Thank you again for sharing your experience, and we appreciate the opportunity to support you.

• Initial Complaint

  Date:09/27/2024

  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.

  I am a healthcare practitioner that uses Office Ally to process my insurance claims. I was double charged for service the month of February 2024. This duplicate charge has resulted in my account being disabled for owing a mere $39.95. I pay my bills and have been using their service since 2012. Over the last 6 months, I have spent at least 4 hours in multiple phone calls to discuss this issue. Disabling my account for their accounting mistake disrupts the flow of business and impacts patient care. I am considering discontinuing serving as a ******** provider since the system seems to punish providers that bill more ******** claims than private insurance claims. I would like the duplicate charge for February to be removed and my account to be opened again.

  Business Response

  Date: 10/07/2024

  Following a thorough investigation, we confirmed that a member of our Support leadership team has been in direct communication to review best practices and ensure a sound understanding of the correct processes when using our tools. Additionally, we provided a detailed explanation of our pricing structure and offered guidance on how to avoid unnecessary fees. We have also verified that the payment for the most recent invoice has been received and properly applied to the customers account, which is now active and ready for continued use. Should the any additional assistance be needed, our team remains available to support.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22349179
  
  I am rejecting this response because: As I mentioned in my original statement I have spent hours on the phone working to understand what happened.  Yes, they did explain some things to me after the additional fee for the month of February was charged.  However, I reject the statement "we provided a detailed explanation of our pricing structure" because I do not recall ever being informed that a sole practitioner could get double charged for a month of service.   As a customer since 2012 I never knew that it was possible that I would have gotten double charged for a month of service until the fee ended up on my billing statement.
  
  Sincerely,
  
  ******** **********

  Business Response

  Date: 10/21/2024

  Our sincere apologies for any confusion caused during the previous interaction regarding the billing process. To clarify, a practitioner may be charged twice when the rendering *** is absentonce as a billing provider with a tax ID and once as a rendering provider with a tax ID. Our Client Support Manager, **** ************, personally reached out to provide further explanation on October 18 and again this morning. Our team remains available to assist with any additional questions or support you may need.

  Customer Answer

  Date: 10/21/2024

   
  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 **** did receive an email message from Office Ally with an explanation and they did say they will credit my account for the error.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:08/21/2024

  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.

  Office Ally asked me to purchase EchoStar for the *** product we have in order to be able to prescribe medications. We waited for the "key" card to ship and then to train on the system. We paid $125 and that never happened. We have tried to get a refund several times and have been unsuccessful.

  Business Response

  Date: 08/28/2024

  After reviewing this concern, we found that the payment in question was made to the company responsible for managing the e-prescription service. As such, any credit or refund would need to be issued directly by them. To assist, we have assigned this to a member of our Client Support leadership team, who is working directly with the vendor to facilitate the requested refund. As of August 28th, we have been in direct contact with the vendor, and they have agreed to refund the payment. We are in direct contact with the customer to assist in this transaction.

• Initial Complaint

  Date:08/09/2024

  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 am writing to warn others and request program glitches to be fixed. I have filed complaints, opened tickets for years now on several issues with the program. If it wasn't so difficult to change EHR's I would have done so several years ago. It feels as though the staff is untrained and do not have much ability any changes so it feels as though my concerns are falling on deaf ears. My concerns relate patient safety- **-rx requests (where pharmacy send refill requests) in box only shows ***************************************************************** and because the box only show 104 there are many I can't see what the requests are therefore leaving these patient unable to get their refills until we clear out the box which may take several days. This is a patient safety issue. Second major complaint is that when the progress note auto saves it close the sections on the progress and take your cursor to the bottom of the page then you have to go back and find where you are in the note which disrupts the flow of the patient interview. Overall, I only am looking to have these major patient safety and patient interview flow disruptions to be fixed. Hopefully I get a satisfactory response and not a response that feels my concerns are not taken seriously as I feel they have been done over the last several years. I spend thousands of dollars per month with officeally as being a mgt consultant I have enrolled multiple providers before I became a medical professional. Now that I am using it as a medical professional I see the concerns my colleagues have been complaining to me about. Since the ** was sold there has been a lot of development to improve sales although if the desire is to really grow there business they should take care of the customers concerns and not just dismiss them. If I would have just signed up, I would be changing.

  Business Response

  Date: 08/19/2024

  Office Ally has made contact with the customer regarding the two complaints and is taking action to report and resolve them. We are confident progress is being made towards a satisfactory resolution and will continue to work with our Product team and the customer directly until they are fully addressed. 

• Initial Complaint

  Date:08/07/2024

  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.

  Was forced to use Office Ally (OA) due to the Change Healthcare breach NO WHERE ON THE **** DID IT STATE THAT I WOULD BE CHARGED ***** I did 1 search to compare OA to the free site from the State of Illinois for eligibility lookup. 4/12/24 - called - no answer --- sent email case # ******** 5/15/24 - receive update on case # ******** from OA- stating that I am being billed for using the eligibility check tool. -- $***** -- sent response email 5/16/24 5/31/24 - receive invoice for $39.95 for non part. claims (??)6/3/24 - Talked to *** - new case # ******** -- *** said it was a "possibility" that I would get a refund to check back in a few days - I received no refund and MY ACCOUNT WAS LOCKED!6/20/24 - Talked to ****** -- he said no new updates - that the person it was sent to was not in office and it would be sent to someone else - and I should get an email back in 48 hours -- did not receive an email. New Case #******** 7/19/24 - received new email stating 60 days past due 08/06/24 - case update from OA - Credit request DENIED I feel that I am being charge unfairly because we were never told that there would be a charge for using the eligibility system. I have a system that I use for free --- why would I want to pay for that service. It was an honest mistake that I looked at that screen ---

  Business Response

  Date: 08/13/2024

  A member of our Client Support leadership spoke with the customer to explain our billing structure and how our claims processing works. After clarification, the customer decided not to continue with **********************. The account has been closed, and per the customer's request, the issue is resolved.

  Customer Answer

  Date: 08/13/2024

   
  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:07/23/2024

  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.

  On July 23rd around 1 pm, started receiving emails from user on my team that **************** was down and the whole company came to stop. Their web site did not indicate a notice of service down or outage. Furthermore I have been in the phone for more than 35 minutes without luck to talk to anyone. Their error says that the app has become so popular that it exceeded the global rate. I have been a customer of **************** for years and I cant comprehend how they made my life easier. It is impossible to trust a company that fails to properly communicate with its clients. I received no texts, email or even a notice on their web site Not mentioning the consequences of these outages that take hours. It cost money to Office Ally clients ,the least Office ally can do is to provide a credit to affected clients. Bad service.

  Business Response

  Date: 07/26/2024

  We understand that any service interruption is frustrating, and we are committed to providing transparent and timely updates to help you react accordingly. On July 23, 2024, at approximately 12:30 PM EST, we identified an issue affecting our customers' ability to access some of our systems. Upon discovering the problem, our urgent response team was immediately dispatched to resolve it and a comprehensive customer communication plan was initiated to keep customers informed (which included updates through various channels: 
  
  Primary: Phone system announcements (for customers who called in),emails to customers, and once resolved, an in-application pop-up confirming resolution
  Secondary: ************ posts
  
  Below is a timeline of primary customer communications:
  
  12:30 PM EST - Issue first identified 
  1:00 PM EST - Phone Message #1
  1:45 PM EST - Phone Message #2 (Update Provided)
  2:10 PM EST - Email Notification #1
  2:15 PM EST - Issue resolved
  2:40 PM EST - Email Notification #2 (Resolution)
  2:40 PM EST - Phone Message #3 (Resolution)
  2:55 PM EST - Application Notification (Resolution)
  
  We recognize the inconvenience caused by service interruptions and appreciate your feedback. We will consider this information as we continue to enhance our customer communication strategies. We apologize for any disruptions and thank you for your understanding.

• Initial Complaint

  Date:07/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 7, 2024,Online Payment *********** To office ally 02/07Bill payment-$10.00 Account ******** I am outraged and disgusted by my experience with Office Ally. This company is nothing short of a scam and should be shut down.For six long, frustrating months, I've desperately tried to cancel my account with these crooks. Despite countless phone calls, emails, and even supposed confirmations from their "client support supervisor," they continued to send me invoices that I paid on Feb 7, 2024Online Payment *********** To office ally 02/07Bill payment-$10.00 Their customer service is non-existent - I've wasted hours of my life on hold only to be given the runaround or empty promises.Even after I finally got through to someone and completed all the cancellation paperwork, they had the audacity to charge me AGAIN over two weeks after my account was supposedly cancelled. This is blatant theft, plain and simple.The level of incompetence and dishonesty from Office Ally is staggering. They clearly have no respect for their customers or basic business ethics. Their practices are predatory and potentially illegal. I will filed complaints with the Better Business Bureau and my state's attorney general, and I urge everyone to avoid this company like the plague.If you're considering using Office Ally, DON'T. Run far away and never look back. They will drain your time, energy, and bank account with their shady billing practices and abysmal customer service. I've never dealt with a more frustrating or unethical company in my life. Office Ally is an absolute disgrace and deserves to go out of business for how they treat their customers.

  Business Response

  Date: 07/29/2024

  Thank you for bringing this issue to our attention. Your account was disabled on January 30, 2024. The outstanding invoice for the three patient eligibility lookups conducted in January has been resolved, leaving no balance due. Consequently, you will not receive any future invoices. We did, however, receive your check in February for the December patient eligibility lookups, which were successfully processed. This payment was the only one due and has already been paid. We apologize for the delay in resolving this matter.

  Customer Answer

  Date: 07/29/2024

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

  Customer Answer

  Date: 07/30/2024

  The case  22015322  is not 100% resolved as promised. They promised to refund my payment as a credit, but they did not do it. I have attached the check that was deposited but not credited to me

   

  Thank you
  ******
  ************

  Business Response

  Date: 08/05/2024

  We have processed your account cancellation and issued a refund check. The check was mailed on August 1st, and you should receive it shortly. Our Client Support Manager called to verify that there were no further questions on August 5th at 4:00 PM CST.

  Customer Answer

  Date: 08/06/2024

   
  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.

   

  Check 10$ was depopsited 

  Case dismised 
  
  Sincerely,
  
  ***************************