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:07/11/2023

  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.

  office ally is a clearinghouse for healthcare providers. I had a personal account rarely used. used in May and checked account there were approx ********************************************************************************* my account. spoke with numerous people there and they seemed to work on it on their end. It took a lot to get the account information removed and the erroneous bill of $35.00. I repeatedly receive the same $35.00 invoice regardless the account had confidentiality concerns due to office ally's problems and it was requested closed beginning of June. I never used it in June and yet continue to receive the same $35.00 invoice. Now, I also do not have access to the account, and they keep billing me. All I want is the account officially cancelled and stop billing me erroneously after having providers and patients unknown to me in the past account. Please HELP. I have spoken to a **** and ****** and assured the account closed and no more billing for an account filled with other's info. ***** and ***** have assured invoice cancelled, yet first thing today another erroneous bill??????? BBB please help.

  Business Response

  Date: 07/14/2023

  Customers account was closed in mid-June, however, customer submitted transaction in June prior to account being closed. In July, an invoice was generated due to June usage.

  Customer emailed ********************** on 7/11 at 6:15 am CT, ****** Services replied 4 hours later at 10:53 am CT explaining the information above and issued a courtesy credit resolving the issue. Issue was already resolved prior to us receiving the notice from BBB. 

  Respectfully request that customer allow us time to respond to their inquiry before launching 2 similar BBB complaints on the same day as their inquiry. 

• Initial Complaint

  Date:06/22/2023

  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.

  The entire website is down and has been for hours. Cannot get through to customer service. We have patients all day and we are not able to access records or schedule appointments. Cannot get an answer as to when service will be restored.

  Business Response

  Date: 06/23/2023

  Issue was already resolved as of 11:51 AM PT on 6/22/2023, 4 hours before I received complaint from BBB system. 
  

• Initial Complaint

  Date:06/08/2023

  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.

  Officeally continues to show a mostly blank invoice w my name and a charge for $35.00. I have cancelled this account numerous times, but they won't cancel, and I only ever used their FREE service and rarely. I have tried to close this account about 100 times to no avail. the customer service is absent, and you end up w a ton of "sorry" and nothing done. Please stop showing an invoice for services i never received and never agreed to. STOP charging me for nothing? I have emailed them numerous times over the course of months to cancel and called the customer service with no cal backs. This is a nightmare. I talked to every answering machine there in consultation & billing per many email exchanges. I've called their phone number out on hold for over 50 min each time, cancel number goes in a never ending loop where you cannot add numbers or says to give callback number and "one of our reps will get right back to you" though no one ever returns the call. Hippa possible questions as they have other providers mixed in what was my account. under my provider tab (i am a sole practitioner) there are about 50 therapists with their recent claims listed as if they work with me? this company is a mess and defunct. They have mixed up records and my account suddenly has a ton of providers and npi and their billing claims. violating hI have explained this in calls and vm to office ally in the many reasons I cancelled the service by written cancellation them. They are inept and refuse to honor my cancellation. I do not use the service and they are billing me with zero explanation. I do not owe them any money because I NEVER used the service or agreed to any services. I want the acct closed ASAP and bill null& void for good.

  Business Response

  Date: 06/21/2023

  This looks to be a duplicate of Complaint # 20174605 which was already resolved according to the customer. 

• Initial Complaint

  Date:06/08/2023

  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.

  Office Ally sends all TriWest claims to TriCare. Over and over. Office Ally said they (guessed) had n the address. So claims go to *** CareEven if you type in Mail - they send it the wrong address. They NEVER answer the phone. They charge me $35 a month - for $35 I can guarantee not ever getting paid. THEY NEVER ANSWER THEY HOLD FOR 30 Minutes at a time THEY TOLD ME THE GUESS ON A BILLING ADDRESS. ??

  Business Response

  Date: 06/14/2023

  We have connected with ***** to support on this topic, currently awaiting customer to send through claims to confirm.  

• Initial Complaint

  Date:06/01/2023

  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.

  I am a psychologist who uses the Office Ally clearinghouse for billing. On Friday May 26 when I tried to use Office Ally I received a message that my account had been disabled due to a past due balance.I have been using Office Ally for years and I was surprised in May 2022 when I received an invoice for $35 via email because I had only submitted a small number of claims (perhaps 9 or 10) in the past month. I followed up by e-mailing to ask about this and was told (I have written documentation of this) that their policy had changed and I would now be charged if I submitted more than 8 claims per month. I paid the $35 via credit card, and since that date I have never submitted more than 8 claims per month.Historically I communicate with Office Ally billing and support offices by email. I never received any subsequent invoice by email, as I had in May 2022. I never at any time received an email informing me that the minimum threshold for the $35 monthly charge had been changed from 8 or fewer claims/month to 3 or fewer. I learned this for the first time when I called their support office on 5/26/23 and spoke to ***********************. In Office Ally's "Authorization Sheet", I see that I should have expected to receive 30 days prior written notice of changes to fees, but I did not receive such notice.Given the above circumstances, I do not believe that I should be charged $35 per month for the past 5 months. However, I will probably be forced to pay the $175 because with my account blocked, I am now unable to submit any claims to insurance companies. I am being blocked from receiving payment for my livelihood. I have already complained directly to Office Ally and told them I would like my account to be re-enabled. I haven't heard back from them.

  Business Response

  Date: 06/09/2023

  Good afternoon, thank you for your patience. 

  I can see that someone has already responded to a support case you opened regarding this same topic and that your account is currently enabled with a $0 balance.

  For reference, our current terms can be found on our website under Resources: Office Ally Forms and ***************************************** Sheets and User Agreement.  Please note the Authorization Sheet you referenced has been replaced by the User Agreement and Data Sheets found on that page. 

• Initial Complaint

  Date:05/09/2023

  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.

  Officeally cintinues to send an invoice and charge me for services I already cancelled. I have emailed them several times iver the course of months to cancel. I talked to every rep that had in consultation & billing per many email exchanges. ive called my bank to explain what office ally has done. Ive called their phone number out on hold for over 30 min each time, cancel number goes in a never ending loop where you cant put number in it . A fraud ****** naned ***************************, immix billing has the password and continues to go it acct violating hipaa confidentiality of clients. i have explained this in email numerous to office ally in the many reasons i cancelled the service by written cancellation them. they dont care and refuse to honor my cancellation. they ignoring my cancellation but still billing me for ****************** i never used. they want me to signba form that i will keep paying them, which i refuse. I do not owe them any money becuse i cancelled the service after consultation& trial. they keep billing it because they want money. i want the acct closed and bill null& void for good.

  Business Response

  Date: 05/19/2023

  Thanks for reaching out. After reviewing your account it was determined that it was not closed due to the cancellation form not being completed and signed per our policy. We will, however, proceed with closing this account noting this complaint as documentation and crediting the outstanding invoices to clear the balance on this account.  There is no further action needed on your part, we hope you have a great rest of your week. 

  Customer Answer

  Date: 05/19/2023

   
  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:05/05/2023

  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 a psychotherapist and have worked with Office Ally, specifically using their Practice Mate and Reminder Mate platforms, since 2012. However, last year I had two issues: 1) text reminders were not going through for several clients and 2) several claims were not going through to insurance companies for a few clients. When I reach out to Office Ally in November of 2022, they clearly knew there was a problem because the person I spoke with on the phone said "we have been having issues with reminders and claims not being process/going through and you are now part of a "very large ticket" that IT is attempting to fix. I never once received an email or message in my account stating that there was a problem. In January of this year, I began to explore other billing/EMR platforms due to the issues continuing and after speaking with a fellow colleague who was experiencing the exact same issues as myself. In February of this year, I began using a different platform and contacted Office Ally over the phone to cancel services. The woman I spoke with stated that my account was cancelled, that I would still have access to client files and to make sure I paid the final Office Ally monthly invoice. I paid the final invoice of $64.95 on 3/22/2023 and then on 3/23/2023 Office Ally actually charged the card on file for another $64.95. I contacted them on Monday, 3/25/23 and was told that I actually didn't really cancel services with them because I didn't fill out the paperwork to terminate services. I requested a refund and filled out their termination paperwork. I did receive a partial refund to my OA account of $29.95. Not sure why only that much or why it wasn't put back on my card. In April, I attempted to access a client's file for a DCFS report only to be locked out of my account. I contacted them again only to be told that the paperwork I filled out was to terminate my account AND any access to files. Yesterday I received another invoice for $29.95. I'm extremely frustrated

  Business Response

  Date: 05/13/2023

  Thank you for reaching out. Weve reviewed your account and determined that a credit of $126.72 is in order for overpayments made. We will forward this to Finance for processing. We apologize for any inconvenience youve experienced and hope you have a great weekend. 

  Customer Answer

  Date: 05/13/2023

   
  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. Thank you so much for you help!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/24/2023

  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.

  My user name with this company is **********. I previously canceled the *** component of my account. They have recently started billing me again for this piece. I do use their Practice Mate and electronic billing parts. When I wrote to them, they said this: "According to your account record, it still shows *** as being on your account. You will need to contact Cancellations to properly get that removed from your account. The email to reach them at is ***************************************** or you can contact them by phone at *********************. Hope you have a good rest of your day, and thanks for being a valued Office Ally client.*********************** Technical Support Specialist Office Ally, **** | www.officeally.com Phone: ******************** "None of these phone extensions work (neither ****, nor ****), so that one cannot actually reach anyone. They need to send me verification that they have taken the *** part off, and that only practice mate and electronic billing are on. They should ALSO refund the amounts they have started charging me for this again.

  Business Response

  Date: 05/03/2023

  Thanks for reaching out.  While we do show you had reached out previously for information about how to cancel, we do not show that the cancellation process had been completed (which would have resulted in a completed cancellation form) however, we have now proceeded with canceling EHR on your account and have confirmed that Practice Mate and ************** Clearinghouse (electronic billing) remain on.  We apologize for any inconvenience this has caused. 

• Initial Complaint

  Date:03/29/2023

  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 charged me for inactive profiles. I was initially told by their tech support that in order to avoid charges all I need to do was disable the profiles. These user's profiles has been disabled for more than 6 months. It means none can log in to those profiles (they can see on their end the profile is dusabke and not being used for months). But office Ally continued to charge me as the user is using their services. I called office ally and they can see the profiles are disabled but they can not refund me for those months I was overcharged. I have been a customer for the past 3 years and I was never charged for inactive profiles. This company customer service went down the hill and they care less for their clients.

  Business Response

  Date: 04/06/2023

  Thank you for reaching out.
  

  EHR FEES: EHR 24/7 fees are not based on usage or login access but instead based on whether EHR is turned on or not on the account so disabling login access without turning off EHR 24/7 would result in fees continuing to be assessed.
  

  Since this dispute was entered, we have been in touch with the customer to ensure their account settings are where they intended them to be (EHR turned off on the accounts no longer being used). 

• Initial Complaint

  Date:03/28/2023

  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 using Office Ally for submitting data to *** for meaningful use requirements for many years. But for the year 2022, everything has deteriorated with this company. The capable training person I worked with is no longer there, and the rest of the crew is not up to date on government requirements, not even knowing how their own system works. I have been calling the company weekly since early January to get the quality measures data ready for submission, only to be told each time that the necessary update has not been done by their developer. Even knowing the due date of 3/31/23 8 pm ET, Office Ally reportedly made the updates only last week. I have been trying to generate the data as soon as the update came out, but the system repeatedly failed after taking up more than 3 days to generate data each time. The 3rd party website itself shut down today with error messages. The representative from Office Ally this morning only made things worse by clicking on a wrong button while remoting into my computer, freezing up my system completely for the next 24 hours. Apparently, there is no supervisor or developer who can unfreeze the system and generate the data properly. With less than 36 hours left for data submission, I am afraid I will not be meeting the quality measure requirements for 2022. I am asking for a refund of $200 now for all my troubles and wasted time for the past several months due to their sub-par EHR system that did not meet the *** certification criteria in a timely manner, including having to deal with faulty e-prescription system that often fails to send prescriptions to the pharmacies and does not update lists correctly (problem starting from early 2022 and still not fixed). I will also ask for additional $5,000-10,000 back if Office Ally ends up hindering me from generating the necessary quality measures data for timely submission to *** before 3/31/23 8 PM ET. I will have a lawyer get involved at that point.

  Business Response

  Date: 04/03/2023

  Thank you for your patience as we worked to resolve the situation to ensure you and other providers were able to successfully run your reports prior to the deadline.  We take this situation seriously and have implemented a CQM monitoring service to avoid future disruptions generating CQM reports.
  

  Customer Answer

  Date: 04/03/2023

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