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Business Profile

Information Technology Services

Office Ally

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Information Technology Services.

Complaints

Customer Complaints Summary

  • 54 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Practice Mate/ Office Ally has been double billing us for 5 months. If we dont pay the additional charges they shut down our account so we have been forced to pay these double charges and they refuse to give us an explaination, just directions to a report that serve no purpose nor explains exactly why we are double billed. We Dispute the Relevance of the fees charged under NPI ******4070 for invoices MA45788-IN, MB45117, MC45639, MD44791, ME44423 in the amount of $194.80. We are asking for an itemized list of the 10 claims by either CLAIM NUMBER or PATIENT NAME and DATE OF SERVICE that have created the charges for the above five invoices. Office Ally has been so unresponsive to our multiple replies and calls over the last 5 months.

    Business Response

    Date: 07/08/2024

    We apologize for the inconvenience and delay in our response. Transparency is important to us at Office Ally. After reviewing the concern, our team contacted the customer to explain our fees and also demonstrate best practices for submitting claims. Our team found that the invoice MA45788-IN was correctly charged as two rendering providers were used in February. However, four other invoices (MB45117, MC45639, MD44791, and ME44423) incurred charges due to missing NPI information. As a result, our accounting department will issue four courtesy credits for these invoices. These credits will be reflected in your account within ***** hours. 

     Thank you for your understanding. If you have any further questions, please reach out to our Client Support team at **************.

     

     

    Customer Answer

    Date: 07/09/2024

     
    Complaint: 21925300

    I am rejecting this response because:

    We are being billed further, now our 6th invoice of being double billed. see invoice MF43801 where we are billed $39.95 under NPI **********. Please provide the CLAIM NUMBERS that triggered that charge. WE DISPUTE THAT CHARGE OF $39.95 on that invoice but will pay the valid $39.95 under NPI 1124125414. 

    Sincerely,

    Rockman Family Counseling

    Business Response

    Date: 07/24/2024

    After reviewing your account following your last response, we have provided a credit for invoice MF43801. Additionally, we have sent you the requested non-par reporting, which outlines each claim number and the corresponding NPI. This concern has been escalated to our Support leadership team, who have reached out to you via email and voicemail to verify and ensure all your concerns and questions have been addressed.
    We eagerly await your response and are available to assist with any further matters.

    Customer Answer

    Date: 07/24/2024

     
    Complaint: 21925300

    I am rejecting this response because:

    We are continuing to be double billed and have yet to recieve the CLAIM NUMBERS (not claim ids) of the claims that are causing the problem with the ***** NPI. 

    Sincerely,

    Rockman Family Counseling

    Business Response

    Date: 07/30/2024

    On July 30th a member of our leadership team met with *************************** at 3:00pm CST. In the meeting we reviewed previous claim transactions and answered all questions and concerns. As a result of this meeting ****** has requested that we update this complaint so that she can accept and close it. Thank you

  • Initial Complaint

    Date:06/17/2024

    Type:Billing Issues
    Status:
    Answered
    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 business is sending me invoices for services that are not required as I have another account with ********************** through my job.

    Business Response

    Date: 06/25/2024

    We understand that the customer contacted us on 6/17 via both web and phone regarding this matter, the same day the BBB complaint was filed.

    Upon thorough investigation, our support team discovered that an account was mistakenly created using the customers email address through our self-sign-up process. This self-sign-up process involves an email verification step, meaning the customer had to click a verification link sent to their email. As requested by the customer, this mistakenly created account has been cancelled and now shows a $0 balance.

    We sincerely request that all customers utilize our normal support channels and give us the time to resolve the issue directly before filing BBB complaints. This allows us the opportunity to address and rectify the situation efficiently.

  • Initial Complaint

    Date:06/12/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 using Office Ally for electronic medical records and clearing house/billing function for many years. They have raised the monthly fees for these services by 2-3 times in recent years, but with worse function and poor support. The electronic records system has persistent glitches and errors regarding prescription change requests that cannot be processed or deleted, which have been piling up for several years now. I have requested the developer to fix the problem for many years with no response to date. The website often gets intolerably slow and shuts down. I get kicked out of the malfunctioning features multiple times a day. Clearing house/billing software is having more issues, and I have not received any EOBs from Blue Shield since the beginning of May, 2024. I have to download all the EOBs from Blue Shield website one by one, which is very time consuming. Office Ally needs to refund me $400 for these problems over the past few years and fix the problems ASAP.

    Business Response

    Date: 06/20/2024

    Upon further review, our support team has located two open support cases requesting credit for concerns about product usage.

    Our team has been trying to get in contact with the customer via email and phone regarding these credits and to assist with any additional support needs.


    Customer Answer

    Date: 06/24/2024

     
    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. But the site is still having the same problems.  Please fix the problem asap.

    Sincerely,

    *************

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased a billing service from this business. I am unable to file a business claim as advertised. The customer service number and online complaint/problem resolution contacts do not respond to requests for assistance. I've emailed and phoned their numbers and waited ip to 5 hours for a representative to answer a call. I do not, at this time, believe there is an established process for contacting this business.

    Business Response

    Date: 06/13/2024

    Thanks for reaching out to us. 

    I can see that the customer has connected with our support team a few times after opening this complaint, so I'm unsure if they still have any unresolved issues. 

    I do see in Support Case # 00524020, which was opened by the customer on 6/5/2024, that our representative responded to the customer the same day asking for more information but we are still awaiting a response.

    If the customer is still in need of assistance on that topic, if they could please respond to our representative's inquiry we can continue to support. We will also attempt to reach out to the customer to see if they have any challenges we can assist with. 

    Customer Answer

    Date: 06/13/2024

     
    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:05/29/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 not been able to cancel my account with ********************** and they keep trying to charge me for services I havent used. They bill a couple of months in advance, and they keep trying to bill me even after I spoke to someone AND signed legal documents stating that I cancelled my account. Its impossible to get anyone on the phone. This is a predatory company taking advantage of mental health therapists

    Business Response

    Date: 06/04/2024

    We sincerely apologize for the delay in processing of your account cancellation. Our cancellation team reached out and assisted in finalizing this process. The account currently shows a $0 balance, thank you for your patience.

    Customer Answer

    Date: 06/04/2024

     
    Complaint: 21773287

    I am rejecting this response because:

    they are lying about my account having a zero balance. Its fine that I will pay for the two months I did use the service, but I dont want them to get away with saying I dont owe them anything. Because if Office Ally is saying I dont owe them anything and telling the BBB this, then I shouldnt owe them anything. Its a conflicting response. Office Ally states on the BBBs complaint that I dont know anything yet, I got the following email stating that I do owe money. Please just tell the truth.


    Case Update:

    Hello,

    The request to cancel your service has been received. However, your account has an open balance of $79.90relating to services provided prior to your cancellation taking effect. These amounts remain due and payable even though you are cancelling future services. Please advise as to when we can expect payment for the amount due.

    Thank you in advance for your prompt attention to this matter and please let us know if Office Ally can be of service to you in the future.

    Customer Payment Options:

    Online- **************************
                  Select "Pay Bill" **** in Left Navigation Menu of ************** 2.0 and Classic


    Mail     Office Ally, Inc
                    PO Box 850092
                    ***********, MN 55485-0092

    Sincerely,

    *********************************

    Business Response

    Date: 06/10/2024

    We apologize for the confusion about your account balance.

    We have reviewed your account and confirm that your balance is $0. A detailed statement has been sent to you.

    Thank you for your understanding.


  • Initial Complaint

    Date:05/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 asking for all accounts with ********************** to be canceled since March 12, 2024. I have not logged in or used their services since February 2024. I initially signed up to trial services in January, 2024. The process of canceling services has been a nightmare, and the latest response from the billing department when asking them to cancel ALL services (there were two usernames and they only successfully canceled one) was this: "So sorry did not see that you attached the invoice. This is for user name ***********. This is for EHR. I don't show any forms that have been sent to cancel the account. The amount is for two open invoices. 2/29/2024 for $121.65, 3/31/2024 $39.95, total $161.60."So instead of sending me whatever forms are necessary to cancel services, they continue asking for me to pay something I have not used since February. I have explicitly asked them to cancel services and remove the invoices. I have not logged in to use their services in months, and have been trying to cancel services in months as well. The process to cancel services and not receive invoices for a product that isn't being used should not be as complicated and inefficient as it has been. I would like all invoices to be removed and for all accounts to be closed.

    Business Response

    Date: 05/20/2024

    We sincerely apologize for the delay in our response to your account cancellation. Our cancellation team reached out and assisted in finalizing this process. The account now shows a $0 balance, thank you for your patience.

    Customer Answer

    Date: 05/23/2024

    Is the balance $0 as stated? According to an email from last week, I still owe $81.70 after a credit of $119.85 was given. I am confused about whether I owe $0 or $81.70 after adjustments.

    Customer Answer

    Date: 05/23/2024

     
    Complaint: 21687710

    I am rejecting this response because:

    According to an email from last week, I still owe $81.70 after a credit of $119.85 was given. I am confused about whether I owe $0 or $81.70 after adjustments.

    Sincerely,

    *********************

    Business Response

    Date: 06/04/2024

    Apologies, this is now completed. Your balance is $0.

    Customer Answer

    Date: 06/04/2024

     
    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:04/23/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 trying to contact Office Ally to cancel a service I have never used and am receiving a bill for . I have emailed and had no human response in weeks. I have called and been left on hold for outstanding amounts of time with no human contact. All I would like to do is cancel the service I am not and have never used.

  • Initial Complaint

    Date:04/07/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    unable to find a way to speak to anyone for tech support or program assistance no payment in over a month and no way to check on this annoying popups

    Business Response

    Date: 04/10/2024

    We were able to make contact with this customer and direct her to our online Payer List, explain the importance of using the Payer IDs on our Payer List. 

    We provided her contact information should she need support in the future. 

    Customer Answer

    Date: 04/18/2024

    I did return comments with regard to my case against office Ally. Had a conversation with a representative and was able to apply that information to my interface with them.

     Currently involved in lag time awaiting a billing issue now.  Reached out to the billing department four days ago as instructed on their site and have not heard anything back.

    Business Response

    Date: 04/29/2024

    Thank you for spending time with our representative on Friday, April 26th.

    To recap, the representative clarified the process for submitting claims through Office Ally, emphasizing that there's no limit to the number of claims you can submit. They also explained what constitutes a Non-Par payer, specifically in relation to claims submitted through Office Ally, focusing on BCBS MA in particular. If you have any further inquiries, please don't hesitate to contact us directly and reference Case #: 00451690.

  • Initial Complaint

    Date:03/07/2024

    Type:Product Issues
    Status:
    Resolved
    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 cannot seem to cancel my subscription. There are no instructions and no help.

    Business Response

    Date: 03/25/2024

    Update: Office Ally received a completed cancellation form on 3/24/2024 and processed the cancellation today, Monday 3/25/2024.

    The account has been closed per customer's request. 

    Customer Answer

    Date: 03/28/2024

     
    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.

    *****************************************

  • Initial Complaint

    Date:02/19/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Firstly, I received a notification with message ID ******** on July 27, 2023, at 9:19:50 AM, indicating that my provider office had been selected and qualified for the IntakePro Tablets. Excited about this opportunity, I promptly clicked on the provided link to enrol and signed the agreement form as instructed. Additionally, I made multiple attempts to contact the number provided on the notification, **************, as well as OfficeAlly customer service numbers ************** and **************, seeking further information and assistance.To my dismay, after investing considerable time and effort, I was eventually informed that I do not qualify for the IntakePro Tablets simply because a lady named ***************************** found that my specialty listed as foot and ankle surgery makes me disqualified for this opportunity. My colleagues, who have the same specialty, simply listed under a different taxonomy code: Podiatrist (213E00000X) do qualify for this service. When I requested the taxonomy code to be corrected for podiatrist specialty I was treated as someone cheating the system. Upon requesting my concern to be escalated I found I was simply ignored and put to silence. To support my claim, I have attached call logs, emails detailing my attempts to seek clarification from your customer service representatives and to rectify the issue. Secondly, I recently discovered that I have been charged twice for non-participating claims, which was only charged once previously. I made numerous calls to your customer service, enduring lengthy queues and repeated attempts, before finally being informed of this change simply because I have two NPIs listed - one my personal NPI and second group NPI. Im a sole provider and since 2019 have never been charged extra fee for having a group NPI. I find it concerning that such a change was implemented without prior notification or awareness on my part and as to why?

    Business Response

    Date: 02/29/2024

    This complaint is under review. 

    Business Response

    Date: 03/06/2024

    We appreciate the customer reaching out so that we could resolve their issue.  We have connected with the customer to resolve the Intake Pro enrollment issue.

    Per request of the customer, we have also emailed documentation on the Non-Par Fee calculation in the form of our Data Sheets which are also available on our website for their review. 

    Customer Answer

    Date: 03/07/2024

     
    Complaint: 21316772

    I am rejecting this response because:

    Someone did reach out to me from officeally but the issues At hand remain unresolved.

    1) Nonparticipating fee is still not clear as to why being applied or what formula is utilized to implement the fees. Requesting actual breakdown of the fee schedule and log of all claims that have been over the set limit. How much is the fee for how many nonpar claims that go over the set limit (what is the limit)?

    2) originally I was approved for 3 tablets, now Im being told of a new criteria that I need to have a set number of patients (I believe in the increments of 150) to have additional tablets, so 150 for 1 tablet, 300 for 2 tablets and 450 for 3 tablets. Im requesting that officeally atleast hold their side of the bargain and atleast get 2 tablets out to me so if one malfunctions I may still have one up and running. 

    Sincerely,

    *********************

    Business Response

    Date: 03/21/2024

    Our support team has been working directly with a staff person at the office and has provided resolution on this issue. The staff person sated they would update the doctor (person listed on complaint). 

    Customer Answer

    Date: 03/26/2024

     
    Complaint: 21316772

    I am rejecting this response because:

    Still awaiting the negotiated 2 out of 3 tablets originally approved from office-ally. Requesting refund on the additional fee charged over non-participating payor claims due to confusing formula utilized to bill me additional ~60 dollars. 


    Sincerely,

    *********************

    Business Response

    Date: 04/09/2024

    Our team has been unable to reach you or your team via phone to provide the following updates: 

     - A total of 3 Intake Pro tablets were approved and shipped to the requested shipping address: **************************************************************************

     - The tablets were confirmed as successfully delivered. ***** Tracking numbers 775638246200 (2 tablets) and 775736699547 (1 tablet) on 3/25 and 4/2, respectively, both packages signed for by: *****.

     - A one time courtesy credit covering two non-participating claim processing charges has been approved and is currently being processed by our ****************** which will bring your account balance to $0.00 once completed. 

    Please return our calls or reply to the email we've sent with this same information if there is anything else we can assist with. 

    Customer Answer

    Date: 04/11/2024

     
    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,

    *********************

Office Ally is NOT a BBB Accredited Business.

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