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:01/13/2023

  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.

  I have called Office ally after my clinic closed in 12/2021 to let them know of this change and requested that they tansfer my client file for future referece. They advise I fill out the *** 24/7o transfer my data on a desk which cost $39.95. I did and maailed it to this address. They did not respond, cash the check, or transfer that data. I called them, and they told that there were only 2 persons workin on this and my was assinged to *****. I faxed request on 8/1/2022. I also followed up with called but I'm told each time that these data people were not avaible. Last week, I realized That I was locked out of my system and made to pay $129.00 due to them charging montly payments and refusing to procress the transfer of my clients electronic health records. I nned to keep these records for 7 years. **** have plain refuse to close my account and give me apporpriate access.

  Business Response

  Date: 01/23/2023

  Our apologies for any confusion, however, we are unable to locate the *** Backup Disk Request form submitted and have never employed anyone named Spike.  In order to proceed with the disk creation we must have the form on file first, we will have a Supervisor contact you to assist you through this process to ensure it is completed. 

• Initial Complaint

  Date:01/07/2023

  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.

  closed practice 9/1/22. cancelled office ally ehr service in september 22 and again in october 22 and again 11/1/22. requested allelectronic records since 2008 or 2009. i am being billed, lied to, 3 months id requests and emails ignored. i was an office ally customer for 14 years

  Business Response

  Date: 01/12/2023

  Customer has been provided with requested records via SFTP as well as a physical copy on the way. 

  Cost of the backup was credited back to the customer.  

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company ID: ****** I signed for this service for free as advertised. Now I received an invoice for $35.00. I did not agree and did not enroll for a paid account. This company did not notify me of these changes on the account and received this bill today.

  Business Response

  Date: 12/10/2022

  I apologize the fee was not clear during your sign up process.  The $35.00 is for the Non-Par Claims Processing fee and the policy regarding this fee is outlined in the attached Authorization Sheet that was and initialed by ***************************** upon enrolling for this account back on 2/1/2022.  The customer account processed 6 claims, of which all 6 were to Non-Par Payers which equates to a 100% Non-Par submission for the month, which is 50% or greater, hence the fee was charged.  If you would still like to cancel, please contact our *********************** for assistance. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18549575
  
  I am rejecting this response because:

  
  

  Office Ally reduced the amount of non-par claims allowed at not cost over time without notifying its subscribers. This is NOT stated on the agreement, so this allows Office Ally to arbitrarily change the number of claims allowed with no fees. 

  
  

  Initially I was able to submit 10 claims at no charge for which I have proof. Now I just learned it is 3 now.  The agent I spoke with said Office Ally did not notify the number of claims allowed at no cost has been reduced to 3 and could not provide an explanation as to why Office Ally omitted this information. The changes on non-par claims was also omitted by Office Ally. 

  
  

  Other clinicians as well as myself are aware of this tactic and we all agree that this will not only be notified to the Better Business Bureaus but to additional entities regulating these practices. 

  
  

  
  

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

  Business Response

  Date: 01/06/2023

  Thank you for the additional clarification about your issue.  I can see you've already cancelled your account, but I have also removed that invoice from the closed account as well.  

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18549575
  
  I am rejecting this response because:

   

   

  Good afternoon,

   

  I am requesting to re-open this case as the company Office Ally is still sending me invoices. I received an invoice for February of 2023. The resolution of this issue was that I do not owe anything as I closed the account. Now they again are demanding to pay for the same invoice. 

   

   Please see attached communication. 

   

  Thank you,

   

  ***

   

  --

  *****************************, LCPC, LPCC, LLC

  P: ************

  F: ************

   

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

  Business Response

  Date: 03/02/2023

  The document you received is a statement with the November invoice listed. Our apologies, this invoice was not correctly removed previously. We are removing it now and you can ignore the statement received. 

• Initial Complaint

  Date:10/17/2022

  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.

  This is a billing issue. This company has deactivated my account for non-payment or delinquent payment. When I go to my bill pay account of my banking institution it shows that they have received all payments. When I try and call I can not get any one on the phone in the billing department. I was an hold for ***************************************** the past if a month was skipped it was put on the next months statement. I would see it and just pay it. The last 3 or 4 statement that I have received to not have double up payments. I have recently had my bank to mail out the payment for October. For the account to be restored they want me to pay ****** at this point on Friday Oct 15th it was ******. Answering the phone and communication could clear this up I'm sure but I guess this is not the world we live in anymore. This was their written response which makes no sense!!Hello *************************************,Thank you for contacting Office Ally, I will be more then happy to assist you. After looking at the account. I show the last statement sent to the email address on file for the account, was sent on 9/12/2022, showed a balance of $124.85. The last payment posted on the account, was 7/21/2022. That leaves three open invoices for 7/31/2022, that covered EHR for 9/2022 and 8/31/2022 that coved EHR for 10/2022. We can not enable the account when it is more then 60 days past due. You can give us a call to see if the accounting team has the checked that was mailed, to us.If you have any other question please give us a call at ************ opt #4 will get you to the invoice team and we can help you.****************Customer Support **********************, Inc.Direct: ************** Fax: **************

  Business Response

  Date: 10/25/2022

  This account was disabled due to a past due balance.  While it is true that the customer's banking institution would have shown all payments sent to us were received and deposited, it would have also shown there was no payment sent to us in March 2022 and in August 2022, so those invoices went unpaid and eventually became past due.  We are unsure as to why the customer referenced that if a month was skipped she would see it on the next month's statement and pay it as the missed invoices are present in each monthly statement made available to the customer since the March 2022 payment was not received.  When our **************** Manager reached out to the customer on 10/21/2022 to walk her through how the account became past due, the customer declined to speak to the **************** Manager, stating she had already paid the online balance and didn't want to talk any further.

  Customer Answer

  Date: 11/01/2022

   
  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. From:

  My apologies.  We were able to find the error.  But it could have been solved sooner if someone had answered the phone after we were on hold for 40 minutes the day of inquiry.  Thanks for following up.
  
  Yours in Health,
  *********************************
  

  
  

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