BBB Accredited Business since

HealthGrades

Phone: (303) 716-0041 Fax: (303) 716-1298 View Additional Phone Numbers 999 18th St Ste 600, Denver, CO 80202 http://www.healthgrades.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that HealthGrades meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for HealthGrades include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 142 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

142 complaints closed with BBB in last 3 years | 48 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 91
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 46
Total Closed Complaints 142

Additional Complaint Information

The company requests that you contact HealthGrades Customer Service at 720-963-6575 (phone), 303-716-1298 (fax),or by email: cs@healthgrades.com prior to filing a complaint with the Better Business Bureau.

Customer Reviews Summary Read customer reviews

5 Customer Reviews on HealthGrades
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: April 07, 2003 Business started: 04/15/1996 Business started locally: 04/15/1996
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DORA
1560 Broadway Ste 1550, Denver CO 80202
http://www.dora.state.co.us
Phone Number: (303) 894-7855
edo@dora.state.co.us

Business Management
Ms. Andrea Pearson, Executive Vice President Ms. Cindi Rife, Manager, Customer Support
Contact Information
Principal: Ms. Andrea Pearson, Executive Vice President
Customer Contact: Ms. Cindi Rife, Manager, Customer Support
Business Category

Health & Medical - General

Industry Tips
Home Health Care Providers

Customer Review Rating plus BBB Rating Summary

HealthGrades has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 999 18th St Ste 600

    Denver, CO 80202 (720) 963-6575

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company posted my personal information, including my private cell phone, without my consent or knowledge. I am entitled to my privacy and I do not allow patients to call me on my private line.

Desired Settlement: Delete my profile immediately. Remove my cell phone immediately.

Business Response:

 

Dear ********* ***** ***

Thank you for contacting Healthgrades via the BBB.

The phone number that was posted (414) came from the ******* *** ******** *** ******** ******** where you listed that number as your business practice phone number.  This public directory is accessed by hundreds and hundreds, if not thousands of businesses.  Although Healthgrades has updated your phone number per your request through our live chat on 8/11/16, the source of your private number is still in the public venue and is still being disseminated.  We suggest that you correct this at the source of the data. 

I trust this has resolved the concern in this complaint.  If not, please let us know.

Regards,
***** ****
Healthgrades Operating Company, Inc

8/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked Healthgrades to remove my profile as it is my home address. I do not have an office and never ever have, and yet they insist on letting people rate it. Strangers have used the information to come to my personal home, I have 2 small children and this is a threat to my safety. Please remove the information, as a psychiatrist , again , we face a real public safety threat.

Desired Settlement: Remove my name from your site, stop using my ***** **** address or any other business not related to me

Business Response:

Dear ***** ********* **,

Thank you for contacting Healthgrades via the BBB.  I have reviewed your correspondence with the BBB and Healthgrades regarding your complaint. 

The home address was in the ***/NPI file and was listed as your business practice address.  Whoever filled out your paperwork for your NPPS/NPI number listed this address.  I have attached a copy of this form so that you may correct this at the source.  I have updated the address to be consistent with the address on file with the ******* ******* *****, ******** ******** and *** ****** ********. 

Finally, I have also requested that our provider ratings support team suppress ratings functionality for ratings on your profile because of your specialty, mental healthcare. You will receive a separate email from that team today or tomorrow regarding this. 

Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this information from our website. 

Please note that because the current address information is coming from a public registry ******* *** ******** *** ******** ******** (***) where you have provided your home address & phone number as the business practice address, other sites may still utilize this address and phone number despite any changes made on our site.  In order to correct the publicly available source of this information, you may also wish to update her business address directly with the ******* *** ******** *** ******** ********.

Regards,

***** ****
Healthgrades Operating Company, Inc

Consumer Response:
Complaint: ********

I am rejecting this response because:  I appreciate you have suppressed the ratings but I do not understand why you say "ethical " issues , which ethical issues do you mean . This is not why I am rejecting your response . As I have stated , I do not have a private practice , no one can call and make an appointment with me . Any address you list for me would be misleading , I consult to the ******** ******** program but no one can make an appointment there . Isn't this the point of your website?? I think you would just be annoying the public and wasting their time . I also would like to see you policy where you are unable to remove me completely , you refer to a policy? Where is it listed ? I never signed any terms with you. Lastly , you list my office at ** ****** ********, I have not worked there in 10 years , it's not a service to the public to put misinformation up?? And I imagine the hospital is tired of the public calling and looking for me ?? I feel you need to remove me altogether honestly.



Sincerely,

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

Business Response:

Dear *** ********,

 

Thank you for your reply. 

 

The American Psychological Association’s Ethics Code states under Principle 5.05 that it is unethical for a psychologist to solicit testimonials.  “Psychologists do not solicit testimonials from current therapy clients/patients or other persons who because of their particular circumstances are vulnerable to undue influence.” Ethics Codes for social workers and marriage and family therapists have similar provisions.  Healthgrades has applied this code of ethics broadly to every mental healthcare provider, which we allow anyone in a mental health field to opt out of surveys.

 

While you may not have a private practice, it appears that you are still seeing patients clinically which would include consulting.  ******** ******** lists the categories as Addiction, Aftercare, Health & Wellness, Infographics, Intervention, Lifestyle, Mental Health, Mod the categories of treatment: Addiction, Aftercare, Health & Wellness, Infographics, Intervention, Lifestyle, Medalities, Treatment, and Uncategorized.  We will continue to list that as your address.  The other address at ****** **** ******** (*** ** ******** *** ******* ** *****) is listed as the address you submitted to the ******* ******* ***** for your practice address.  I will remove all but the two addresses.

And finally, Healthgrades policies are internal.  We do not share our operational procedures externally. 

 

I am sorry you are dissatisfied however our conclusions remain the same.  

 

Regards,

***** ****

Healthgrades

8/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Healthgrades website has created a provider profile for me that is listed inaccurately and without my permission. I believe the one review posted is not a real review due to the content of the review. I read that it is Healthgrade's policy to remove the survey function for mental health providers because of the nature of their work and clients. I have requested four times via their contact form and phone number to have the review and my profile removed. The information is inaccurate and I am privately employed (not available to public consumers). I have not had a single response from Healthgrades. This inaccurate profile and review could influence my employment and work with clients.

Desired Settlement: 1. Remove my profile or 2. Remove contact information, false review, and the ability to use the survey function.

Business Response:

Dear ***** ********,

Thank you for contacting Healthgrades via the BBB. 

I do show that the survey functionality was turned off on 8/2, the same day we contacted you and the same day the BBB complaint was filed.    While healthcare providers may be privately employed, the information regarding them is still public and their licensure is public.  The address we have is what was supplied by the provider to the Centers for Medicaid and Medicare Services.  Additionally I have added a second address to the profile under ****** ***** ********** where the provider is listed as a LCSW. 

Regards,

***** ****

Healthgrades Operating Company, Inc

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that they removed the survey option satisfactory.


 

8/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a physician about whom Healthgrades has posted false information on their website regarding my practice and insurances accepted. Furthermore, there are multiple negative reviews, which I do not think are valid, as I have never seen patients in the location they have listed for me. I am seriously concerned the inaccurate information posted about me online which is accessible by the public will hurt me both professionally and financially. I have emailed Healthgrades about my concerns and their response was to update my information through the National Physician Database, and to register and sign up for their services.

Desired Settlement: I wish to have my name removed from their website, and if not, at a minimum to remove the option for anyone to post inaccurate, unvalidated reviews about me.

Business Response:

 

             Dear ********* ************ ** 

    

             Thank you for contacting Healthgrades via the BBB.

We sent you a link to update your address and insurance information at Healthgrades.com through our free provider portal since you have already established a registered user account.   We did not ask you to update your address with the National Physician Database. 

Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this information from our website. 

However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.  To the extent you provide me with an updated business address for yourself, I am happy to complete that update for you.  Of note, the ** ******* ***** has your address listed as *** **** ****** *** *** ********* ** ***** and *** has your address listed as : **** ****** ***** *** *********** ** ******   I have added both those addresses to the profile and removed the address that elicited contact.  If we don’t hear back as to which address to update to, we will leave both addresses on the profile.  This will replicate to our consumer site within 24-48 business hours.

You may also update your insurances accepted through our free provider portal and again, I’m happy to update that information if you supply the data to me. 

Finally, I have sent a request to the survey investigation team.  We do allow mental healthcare providers to opt out of all surveys and functionality.  You will be receiving a separate email today asking if you would like to shut off that functionality.  It is an ‘all or nothing’ choice. 

I hope this will rectify your concerns stated in the complaint.  If not, please feel free to correspond with me directly **********************

Regards,

***** ****

Healthgrades

 

Business Response:

             Dear ********* ************ **

 

Thank you for your rebuttal.  I am sorry you are dissatisfied however our conclusions remain the same, we will not remove publicly available information from our website.  The phone number listed is publicly available through ***.  I am happy to update this for you if you will send me the phone number.   Also there are many other websites who get information from *** so it would be best to correct this at the source. Again, I am most happy to update the phone number if you send me the correct one.  Finally, I am happy to speak to the attorney general of GA.  I took a screen shot of the publicly available data where the phone number ###-###-#### came from.

Regards,

***** ****

Healthgrades Operating Company, Inc

Consumer Response:
Complaint: ********

Thank you,

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

8/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Website has published false, libelous, and unverified reviews resulting in material damages to my person and professional career. I am a physician with the ********** ** ********** in Seattle, and have attempted to resolve the issue directly with the company over a year ago, which failed.

Desired Settlement: Removal of any and all false, damaging, libelous, and unverified reviews, without paying or being retaliated against. Release of identity of individuals filing said claims. Future assurance of due diligence in properly vetting online reviews.

Business Response:

 

 

Dear **** ********** **

Thank you for contacting Healthgrades via the BBB.

As you are aware, Healthgrades operates a website which provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources and accepts user responses to a standard multiple choice survey.  Our patient experience survey offers consumers the ability to access actual user responses to a predefined set of questions, and provides them with an aggregated patient satisfaction score based upon such users’ own experiences. The Healthgrades’ Patient Experience Survey is unique in that we display the number of responses for every question so that consumers can determine whether to take the score into consideration in their decision making or not. Each category under survey details for a provider depicts the average for all responses within that category.  The "Likelihood to recommend" question and score is a separate measure and is not related or a compilation of the other category scores.  At Healthgrades we believe that patient experience scores are one of three important considerations for consumers when selecting a physician next to a physician’s experience and their hospital affiliation.  In addition to these scores, we publish information on physicians’ board certification, education and training, malpractice and sanction information to help consumers make a well-rounded decision.   In order to target areas for improvement, a provider can view the breakdown of their scores on their profile page. Also, Healthgrades has recently launched patient reviews which allow patients to leave an open comment (opinion) regarding their experience with the provider.

 

We have reviewed the surveys submitted regarding your practice and have found no indication that they were illegitimately submitted.  It is important to note that Healthgrades does not rate doctors and the scores solely reflect the opinions of patients.  As opinions, the responses to the surveys are protected statements under the law.

 

As more consumers are looking to the internet, and Healthgrades specifically, when searching for a new provider, we recommend that healthcare providers manage their profiles at healthgrades.com and encourage satisfied patients to complete surveys. Healthgrades offers advice and tools on its site to all providers in order to help boost feedback.  Healthgrades does not charge any fees to manage your profile unless you expressly agree to those fees. For instance, Healthgrades offers additional services, subject to separate agreement, that providers utilize to allow consumers to schedule appointments directly through our website.  Given you have registered a user account and submitted changes to your profile via Healthgrades provider portal, you are aware and acknowledge that this is a free service that you have never been charged for.

 

Your request for Healthgrades to release the identity of individuals who submitted surveys on Healthgrades.com is covered in our user agreement posted on our website.

 

Regards,
***** ****
Healthgrades Operating Company, Inc

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Without my consent or acknowledgement, Healthgrades has listed me as a provider on their website. I do not consent to this and do not want to be listed on their site. As a mental health provider, I work with a vulnerable population and serve clients who may interact with court and legal systems that require them to participate in treatment. Healthgrades does not validate that those who leave "grades" are clients. All clients who have complaints or issues have a legitimate means to do so through my state's behavioral science regulatory board. I contacted Healthgrades last November (2015), as I suspected that a grade left on my profile was left by a disgruntled employee who had been disciplined. I received the following response from a man named **** at Healthgrades: "Healthgrades appreciates your patience during the investigation process that you have requested. The resolution of this investigation is resulting in the removal of 1 survey that did not meet Healthgrades business criteria. This will take up to 2 business days to update on our website." The survey was taken down according to his response. However, I was also told, "I contacted our Product Management team and asked them if we could deactivate your survey page. This is not a normal option but they are open to the idea in your case due to your specialties' ethical responsibilities and constraints for behavioral health. It will allow the display of your profile it just takes away any option of surveys and of course all previous survey data would be gone as well. " This did not happen. I responded to **** and asked about my rights - as using the Healthgrades site by someone who was not a patient or client represents slander. The Healthgrades site does not have protections for the providers it lists, and it lists providers with consent. **** did not respond to me. I reviewed the Healthgrades website again this week, and again have a single negative review - that for personal and professional reasons I believe is posted by the same individual who completed the first survey. I contacted Healthgrades without satisfactory or timely response. I was told I did not have the right to remove myself from the site (by a woman named ********) unless my licensing board reports that I am "retired, inactive, or deceased." I am listed with a licensing board. There is no legal reason for me to be listed on Healthgrades.

Desired Settlement: I want my name and services removed from the Healthgrades site. The information listed about me and my services are incorrect as they are listed. I no longer work at *** ** ****** and have not worked there since the start of the year. I want nothing to do with Healthgrades. I do not trust their service or their practices.

Business Response:

Dear *** ****** ******,

Thank you for contacting Healthgrades via the BBB. 

The survey functionality suppression did occur in Oct of 2015.  When you click through the search engine link to Healthgrades website you can see that there is no functionality and there are no surveys.  The search engines such as Google have to re-index their cached static links ~ sometimes this takes up to 30 days.  We have no control over when Google or any other search engine crawls our website, however if you do a google search you will see that the cached index page has updated.

Finally, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this information from our website. 

However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.  To the extent you provide me with an updated business address, I am happy to complete that update for you.  I did not update the address which is registered under your business practice, ****** ************* ********* *** but I have that information if that is the address you want updated to. 

Please note that because the current address information displaying on Healthgrades.com is coming from a public registry at the ******* *** ******** *** ******** ******** ***** where you provided the address of: *** ** ****** **** ******** ** ***** other sites also have this address and phone number.

Regards,
***** ****
Healthgrades Operating Company, Inc


7/26/2016 Problems with Product/Service
7/22/2016 Problems with Product/Service | Complaint Details Unavailable
7/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I don't have any patient from Brooklyn, NY. We are based in Plainfield, NJ. this is a fake review or meant for other dentist. If it is real, then please provide the details as we don't recall any such incident. -Brooklyn, NY | Apr 22, 2016 Please do not waste your time and go see this office. I didn't even make it to the dentist chair because the secretary is horrible. Incompetent and unprofessional staff. Zero stars. I gave it 1 star just because I had to fill out a star to submit this review!

Desired Settlement: deletion of this fake/made up review from healthgrades.com website.

Business Response:

Dear ******* ***** ***

Thank you for contacting Healthgrades via the BBB. 

 

Your case has been sent to me to review.  I do apologize for the length of time it took to get back to you regarding the investigation.  We work investigation cases in the order we receive them.  The investigation has been complete and you should have received notification from the audit team regarding the outcome in a separate email.  If not, please let me know and I will resend the communication to you.  The ‘display name’ and location associated to the reviewer is an optional field or may be a pseudonym and may not necessarily correspond to the actual patient or location from which the comment was submitted. 

 

 

Regards,

***** ****

 

Business Response:

Dear ******* *****,

In your initial complaint to the BBB, you state that ‘the review is fake or meant for other dentist.’  You didn’t mention anything about a competitor in your initial complaint nor did you offer any information regarding this ‘competitor’.  This new rebuttal is about a competitor.  Again, I apologize but based upon the information presented to Healthgrades in your initial complaint, the reviews meet our criteria for display.

I apologize that you are dissatisfied however our conclusions remain the same.

Respectfully,
***** ****

Consumer Response:

I am rejecting this response because:

In my original complaint, I did mentioned that these fake reviews seem to be posted by non-patient which might be a competitor or just someone non-patient who doesn't like our progress.

One of the fake review is posted from  Brooklyn, NY  where we don't have any patient from, this raises very strong possibility that review might be for other similarly named dentist in Brooklyn.

In one of the reviews, The same person posted similar reviews with different names on different websites on same day, This raises strong suspicion that these reviews might be from a zealous competitor / rival.   

FYI, other 2 websites ********** and *************** already deleted those fake reviews.

Answering your question regarding... "  You mentioned in your response that I didn't offer any information about this competitor .

 If I knew about the competitor who posted this fake review, I wouldn't complaint to BBB. I would have hired an attorney right away.

Again, These are all strong possibilities/assumptions because we don't recall any such incident (mentioned in reviews ) happening in our office.

As previously mentioned,We are a professionally run dental practice who seriously care about the patients and their well being. We are ready to pay for a recognized third party organization to verify that these reviews on healthgrades.com are actually from patients of the practice. If these reviews are found to be from actual patients then we do welcome their honest opinion and we will try to fix our shortcomings. but if these reviews are found to be from competitors or non-patients, then healthgrades.com must take these reviews down.

Why healthgrades is opposing third party verification of these fake reviews , if we are paying for it ? Healthgrades.com shouldn't have any resistance or opposition against hiring recognized third party organization for verifying the reviewer identity.

6/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 2nd, I emailed Healthgrades to report a fraudulent review. I stated that a fraudulent review was posted without my permission. What ******* alleges is not what is documented in the medical record. I never gave Healthgrades permission to post a review without verifying the integrity of the source. The desire resolution is to remove the fraudulent review. I was told to allow 2-3 days for Healthgrades to respond. I have heard nothing from Healthgrades. The reference # is ********. Today is now June 13th.

Desired Settlement: remove the fraudulent review

Business Response:

Dear ****** * ************ **


Thank you for contacting Healthgrades via the BBB. 

Your case has been sent to me to review.  I do apologize for the length of time it took to get back to you regarding the investigation.  We work investigation cases in the order we receive them.  The investigation has been complete and you should have received notification from the audit team regarding the outcome in a separate email.  If not, please let me know and I will resend the communication to you.  

 

We do allow providers to respond to patient comments/opinions.  They may do so through our free provider portal:  https://update.healthgrades.com/account/sign-in   Once you have logged in, click on ‘Your Voice’ in the left hand rail, then click on ‘Response to Patient Satisfaction Surveys’.  This response will be prominently displayed on the survey page above the individual opinions/comments. 

 

Regards,
***** ****

Business Response:

Dear *** ************

I apologize that you are not satisfied with Healthgrades decision.  We rely upon the veracity of the patient filling out the comment/opinion.  Additionally, we remind you that survey submissions at healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers.   Given that, our conclusions remain the same.  We do allow providers to post responses to surveys as I mentioned in my first response.

Regards,

***** ****

Consumer Response:
Complaint: ********

I am rejecting this response because: The documentation in the medical record was not reviewed by Healthgrades.  Healthgrades is relying on a subjective opinion and not the medical record.  I have been a physician for more than 15 years with no malpractice and no sanctions.  I never gave Healthgrades permission to post a fraudulent review without verifying the evidence as documented in the medical record.  Healthgrades is relying upon a subjective opinion and did not review the medical record. 

Sincerely,

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

6/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The page Healthgrades has associated with my name is incorrect as I do not practice in ******** **. More importantly, the patient review that is left on my page is NOT from a patient that I have ever met with. The patient has not left a name but instead just initials. I have reviewed all of my patient records and I have never seen a patient with the initials associated with the review. The review is clearly fraudulent and defamatory, and the page associated with me is incorrect. I have contacted Healthgrades 3 times now and have not received any substantive response. I first contacted Healthgrades in March 2016 and again on May 19, 2016 asking them to remove the patient survey listed on my page so that I can claim the page and update it so that it reflect the correct practice address and information. Although Healthgrades responded in March, and originally claimed they would "investigate" the matter, they have failed to do so. At this point, it has been three months and they never responded again. After I followed up again on May 19, 2016, Healthgrades failed to respond yet again. I even asked my attorney to contact them but they even failed to respond to her email. They are not acknowledging any of our emails or requests and are not following through with their "investigation" as they claimed they would do. This page was not created by me and was created by Healthgrades without my authorization. I strongly suspect that this was a fraudulent review and it has been negatively impacting my reputation and ratings. Below is the link to my Healthgrades page that they have created for me: *******************************************************************************

Desired Settlement: Remove the review/survey and or remove my page so that I can create the correct one if I wish to do so.

Business Response:

Dear ***** ****** ***

Thank you for contacting Healthgrades via the BBB. 

Your case has been sent to me to review.  I do apologize for the length of time it took to get back to you regarding the investigation.  We work investigation cases in the order we receive them.  The investigation has been complete and you should have received notification from the audit team regarding the outcome in a separate email.  If not, please let me know and I will resend the communication to you.   The ‘display name’ and location associated to the reviewer is an optional field or may be a pseudonym and may not necessarily correspond to the actual patient or location from which the comment was submitted. 

 

The address we had on file for you came from *** (a public database of healthcare providers) where your business practice address is (still) listed as **** ********* **** ******** **.  I have updated the address in our database to **** ********* *** *** *** **** ******* ** *****.  This will replicate to our consumer site within 24-48 business hours. 

 

Regards,

***** ****

Healthgrades

6/9/2016 Problems with Product/Service
6/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I work for a Physician and we have our patients do reviews and we have had 16 patients come to us and say that they have done the reviews and nothing is showing up, it still states 25 reviews. After further research, many consumers and businesses on the consumer complaint website regarding HealthGrades and including the BBB complaints posted here on your website. It is the same complaints over and over. they are not reflecting true information and not posting the new reviews. This is very misleading to the public and actually defamation of character as well as false advertising. I have reached out to them numerous times and no one responds to the emails. This is very concerning to businesses and the health care community. They are not following what the websites policies/disclaimer states and as you can see on the internet as well as your own history with the company businesses have the same complaints over and over so there is a problem. More so what I find mind blowing is you all rate them as a A+, which is crazy because they do not practice A+ quality. You have businesses on here that have less complaints at a lower rating. Is this because they are a member of the BBB and pay you all. This is false advertising on the BBB part too.

Desired Settlement: I want to know who regulates these websites and what federal laws and guidelines they have to follow and who monitors the Health Grade information being published for all to see. I want to know why new reviews are not showing up and if the website is no longer being monitored then it must be removed off the web. This is very misleading for businesses and medical practices and someone has to be accountable and liable for the website publishing false information. I would also like to know what are Health Grades policies and procedures regarding people who publish false information and who monitors the website. Also, I would like to know who monitor and regulates the BBB.

Business Response:

Dear ******** ********,

 

Thank you for contacting Healthgrades via the BBB.

 

You recently contacted Healthgrades regarding a concern you had about a survey received by Healthgrades.  Your concerns were forwarded to me.    As a result of your inquiry, Healthgrades launched an investigation into the profile of  ***** ******** ** and analyzed the legitimacy of all surveys submitted through our website.

 

You insisted that Healthgrades was removing or not posting surveys to *** ********* account however, please be aware that during our investigation we also discovered that a number of additional surveys were submitted from the same email address, IP address and/or mobile phone number. These surveys include several submissions from your email address and phone number as well.

 

In general, the way our system works, when an individual submits and confirms more than one survey using the same email address or telephone number, only the most recent survey is displayed in accordance with our business rules. Therefore, any surveys from duplicate email, or phone numbers were automatically overwritten by subsequently submitted and confirmed surveys.

 

Additionally, please be advised that fraudulent submissions may also be removed from our site where they don’t meet our business rules or when they have been submitted in violation of our user terms.  The submissions made from your email addresses and phone number appear to have been submitted in violation of our user terms and therefore have been removed.  We have also removed those surveys that were coming from your office with same IP addresses that were not part of a work station.

 

Regards,

***** ****

Healthgrades Operating Company, Inc

Business Response:

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

You have contacted Healthgrades MULTIPLE times under the name of ***** and your own name.  Once you contact Healthgrades, that establishes a business agreement by which I may contact you to answer the multiple emails you sent.  Also, you requested that Healthgrades contact you. 

I have not denied that I contacted you in an effort to resolve this complaint rather than expose the fraudulent way you are inflating the providers profile on OUR website.  I wanted to give you the option rather than embarrass you and the provider by disclosing that you frauded our survey system.  It would be akin if I were to go onto the doctor’s website and put multiple fraudulent testimonies.  

Please be advised that if Healthgrades continues to observe further deceptive activity on the profile at Healthgrades.com, we will disable the survey functionality.

Healthgrades considers this matter closed.

Regards,
***** ****
Healthgrades

Consumer Response:


Complaint: ********

I am rejecting this response because: Again, **** **** you have never answered my questions and concerns.  You always seem to attack me and not address the underlying concern.  I have never contacted Healthgrades via of email concerning this problem.  So, please stop making false/fraudulent  allegations about me.  I contacted Healthgrades via of telephone and left a message, but I have never sent an email directly to Healthgrades.  I have only contacted you through the BBB website and I have never given you my permission via of email to contact me at the Drs office.  Again, per Healthgrades agreement with the BBB, you are only to contact me through the information I provided to the BBB.

I did nothing wrong with rating the Dr., I am a patient and I have every right to grade him, so please stop saying you embarrassed me, because I did nothing wrong and this has been confirmed from the local medical associations.  So, stop making false allegations.  Like I said before you stated you have removed my surveys, but I have pictures documenting random times within the past year, as well as before the complaint and even after your statement and it seems none have been removed.  So, If I did something so bad and fraudulent that you were going to expose and embarrass me, why haven't the numbers changed?   IT SEEMS LIKE THE ONE EXPOSED IS HEALTHGRADES, USING MY PERSONAL INFORMATION!

I am not the only one that has this issue with your website, there are lots of complaints about the same problem.  Healthgrades Wiki page has articles stating these facts. Again, I ask you to please answer the questions regarding who regulates your website and who is Healthgrades accountable too?  Why do you keep on attacking me and not addressing the issue? 

It seems like you, **** **** always make threats and we too will be monitoring your website for accuracy.

 

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

6/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been unfairly evaluated and represented by anonymous persons on the Healthgrades website. They have refused to modify the evaluation or remove me from their database per my request. I had posted to the Healthgrades website negative evaluations on 4/7/16 by two anonymous individuals. The Healthgrades team (1) posted the lowest star rating in any of the 10 domains which was given by the individuals (2) refused to post my response which did not provide any personally identifiable information (3) refused to allow me to modify my account so as to remove my personally identifiable details - attempt made on 5/21 and phone call on 5/22/16 (4) did not return a response to my email of 5/24/16 or my phone call of today. I do not dispute the fact that my practice details are posted online but I do resent posting information that is not relevant to good practice such as my actual age. I also resent the fact that "patients" are afforded anonymity when they post personally and professionally damaging remarks about me and I am not allowed to respond in full to clear my name and reputation. The attacks are not general as about a business which I own but about me, the person which is private. I also will not be fully able to provide the relevant information to a disinterested party due to the HIPAA constraints. There is also no way for Healthgrades to do something as simple as ascertaining that the person posting is a patient. In fact, I tried and was able to post/modify my own score online. The practice is unfair and discriminatory.

Desired Settlement: I would like to have my profile removed from their online database. If that is not possible, I would like for it to be modified so that the review and patient grading portion is not allowed. If they wish to provide truly unbiased data, they can post my complication rates and other data which is public and collected in an unbiased fashion from ****. I would like my age removed because it may bias patients against me who feel their physician should be over 50. It seems the same as posting my ethnicity/race.

Business Response:

Dear ****** ****** ***

Thank you for contacting Healthgrades via the BBB.

The reason the free form response was rejected (along with most of the other data you supplied) is because you were trying to change your name to NA NIL.  This is a violation of the physician user agreement that states…”you agree to provide only true and accurate information regarding your identity and healthcare provider status…. You represent any physician provided material submitted by you will not contain material that is false, factually inaccurate or misleading.”

I am unable to grant your request to have the review and grading portion removed.

I have suppressed the age from the profile.  This will replicate to the consumer site within 24-48 business hours.

Regards,

***** ****

Business Response:

Dear ****** ****** **,

We appreciate and understand your concern.  As I stated in my previous correspondence, we do allow providers to post a response to comments/opinions through our free provider portal.  The reason your data was rejected is in my previous response.  I’m happy to post a response for you or you may post it using the portal.   I am happy to send you some example content that other providers have used in response to negative comments/opinions. I also have a copy of your response that was rejected if you would like me to send that to you. Please let me know if you would like me to send those to you.

And finally, I did forward your initial email to our executive team, specifically Andrea Pearson.  She is not in the office and does not have access to email or phone. I also sent a copy to a governance committee at Healthgrades as I believe you bring up some very valuable points and information.

 

Thank you,

***** ****

Consumer Response:

 

** ****,

In my last response, I clearly stated a few options regarding what I wished to be done. The first was to remove my profile completely from Healthgrades. You have said that this is impossible due to Healthgrades internal policies. However, I addressed my concerns to ** ******* and then you gave what I thought was a poor excuse i.e. ** ******* is out of office. I have had my reputation called into question in a space provided by you by anonymous persons. I sent a response to the your voice section stating that I do not offer concierge service, stating the average wait times and the duration of followup visits and on May 25 was sent a response from your service saying that was rejected because it did not apparently conform to guidelines. What troubles me is that some unknown person, presumably, a low paid, nonmedical, 20 something with little life experience has decided what I should post and what the patient should post. Is there a responsible medical practitioner with some experience as to what constitutes a real complaint, who knows what a responsible medical practitioner should write in response, who reviews all your complaints and decides what gets posted? 

While it is true that there are online sites for rating all kinds of businesses, while it is true that by virtue of my profession I am a public person, yet for your company to have a space dedicated to giving air to greviances in a manner that (1) does not seek to offer even the basic verification that the evaluator is a person (2) that allows for some impartial brokering before publishing something that could be detrimental to me (3) restrain my response is the worst form of bullying. Your company has arrogantly abrogated to itself, without any checks and balances, the right to be a mediator and propagator of cant and complaint which it is not in a position to verify and have been turning a buck on this. I would wager that to responsibly do what it purports to do would be bad for the company's bottomline. The company would have to hire more persons to do the kind of verification and responsible publication that I am suggesting.

Now each time you respond, you repeat the same idea i.e. "we cannot remove your profile because it is public and guaranteed by the laws ...". It tells me that you have either not read thoroughly what I requested or wish to obfuscate the facts. I asked that if it was not possible to remove my profile, then to suppress the customer review bit until your company can provide more quality assurance. It may be true that you are guaranteed the right to publicize my records but, does the law guarantee you the right to provide a space for any anonymous, unverified individual to slander, misrepresent another public person? I doubt this. Medical men being what they are, most practitioners will try to avoid the publicity associated with getting the courts to have you cease and desist. For comparison, see the public article where a psychiatrist claims to have had her name removed. I just checked and in CT alone 1088 psychiatrists are listed, so it was not company policy to not publicize psychiatrists as your executive claimed. So as an individual she had her name removed. If one physician had her name removed, what prevents another from having that done? *****************************************************************************************

If we could do a thought experiment. ***** **** works for Healthgrades. She is a private person but her work involves interacting with the public. What if I start a webpage dedicated to any anonymous physician who has an issue with healthgrades to write what they thought about ***** ****? Would you appreciate this? The next time you seek employment, your prospective employer does an internet search and finds all this cant written about you. Its the first thing that pops up in a name search. Above your linked in profile etc. I am assuming you have one of those. How would you feel? When you try to respond on the webpage, I will tell you that I cannot allow your response in the form you wish but I will send you a sample of the response you should give. I am protecting the public and potential employers from hiring a bad employee.  We have never met and I have no idea what the emotional turmoil you are undergoing is doing to you and your family. If you have just recoiled in horror at the personal attack I have just made on you, consider my feelings. I am sure, BBB will now remove your name from this complaint to give you anonymity. If the office staff is being evaluated and posted under my name and evaluating them is a right, why did you anonymize my office manager's name? Should you not also publish that? The complaint was about her. 

I would like a senior executive from your company to respond to my complaints. Not a midlevel person, but someone who can actually effect change. Also, as evidence, there were 194 complaints on consumer affairs about your loose practices. I, like all the physicians, accept that we will have our data published. ******************************************************** There is nothing we can do to prevent that. Its the rubric of our profession. What we object to is the reviews. I work not as a small business tht is in my name therefore evaluating ****** ***** *** is fair game. I am employed. My health system has a patient affairs department. We actively solicit reviews from our patients. The state has a physician complaint arm. Physician malpractice data, physician discipline records is public data. What meaningful data are you adding to that?  Your current review system as it operates is immoral. 


****** *****

6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did not request a healthgrades account, one was set up for me by an overzealous staffer at an old job. It now contains numerous errors that the website will not allow fixed, and a libelous comment that harms my professional reputation. It states I work at a clinic I haven't even set foot in since 2014, and the referenced comment claims state sanctions of which I have none. I want the profile deleted so I can set it up again correctly with correct information.

Desired Settlement: As above, deletion of the current account, and allowing me to create a new one with correct information.

6/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a Psychiatric Nurse Practitioner and have been given one or more negative ratings by anonymous supposed patients. I am only able to view a composite of my overall rating and despite my efforts to resolve this issue; Healthgrades refuses to allow me to view and respond to individual ratings (even though I do not expect to view respondent's private information.) I have been trying to resolve this issue with Healthgrades for several months now but keep getting the same response from them; that their policy prohibits me from being able to view or reply to individual negative ratings. I have no way of knowing if those ratings are from valid patient's, erroneous, or retaliatory for following standards of care. I was first told about the negative rating score by a very satisfied mental health patient who was confused as to why someone would have given me a negative review. I have worked hard to build up a good reputation over the years and am frustrated at the slanderous implications of their service which prohibits me from "confronting my accusers" so to speak.

Desired Settlement: I either want to be able to access the individual reviews so that I might respond to concerns, or have the negative comments removed from my account. This is not a new request, but my previous requests have gone unheeded and unaddressed.

Business Response:

Thank you for contacting Healthgrades via the BBB.

I apologize that your issue was not handled in the way Healthgrades business rules dictate. 

Healthgrades allows mental healthcare providers, upon request, to opt out of the Healthgrades survey functionality because we do not want the survey system to interfere with treatment of these patients. Because you are a mental health provider, Healthgrades will suppress all surveys and remove the survey functionality.  This will take 24-48 business hours to replicate to our consumer site.

 

Respectfully,
***** ****
Healthgrades Operating Company, Inc

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Healthgrades is publishing libelous and slanderous comments in its review section on my profile. Not only are these comments inappropriate but are also false. I have been in practice for over 28 years and never have I read such nonsense. There is also no where to rebuttal those reviews. There are always 2 sides to a story. I have attempted to speak to Healthgrades to remove these reviews but they will not oblige. Also, I have had several patients write positive remarks and those are never published. There are several *** ******** in the El Paso area and there is no where in these reviews that state which doctor they are referring to. These false reviews are hurting my business, patient care, my reputation and my family. This website does not check its facts before publishing any comment.. In addition, Healthgrades does not have my permission, verbal or otherwise, to publish my name or business on their website. Healthgrades does not even have the correct address for my specific practice.

Desired Settlement: I request that Healthgrades 1. Remove those libelous and slanderous statements immediately. 2. Doctor's be afforded the opportunity to respond to such nonsense 3. Doctor's have the ability to suppress those positive/negative comments 4. Give the opportunity to doctor's to opt out of this website

Business Response:

Thank you for contacting Healthgrades.

I apologize that you have been dissatisfied with our services.  I do show that you emailed Healthgrades in September 2015.  We did not have open comments in Sept of 2015 however, we did do an investigation into the star ratings and did respond to your email on 10/22/15. In that response we let you know that we suppressed a survey that did not meet our criteria. I am happy to open up a second investigation into ALL surveys and comments to make sure there is no alleged fraudulent activity. You will be hearing from our survey department in the next few days regarding the second investigation.

We do allow providers to post a response to surveys.  This can be done through our free provider portal:  https://update.healthgrades.com/account/register  Once you are logged in, you can click on ‘Your Voice’ in the left hand rail.  Then select ‘Response to Patient Satisfaction Surveys’.

I am happy to update your address, if you will send me the information.  The Texas Optometry Board only lists El Paso, Tx as your address. 

Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing the profile information from our website. 

And finally, I could not locate another **** ****** that is a healthcare provider in Texas.  Would you please provide more information regarding this?  What type of provider is he?  Where in Texas does he practice? 

Regards,

***** ****

Business Response:

Mr. **** ******,

I did not state that I ‘suppressed your information’.  What I specifically said in my response, “We did not have open comments in Sept of 2015 however, we did do an investigation into the star ratings and did respond to your email on 10/22/15. In that response we let you know that we suppressed a survey that did not meet our criteria.

In your initial complaint you stated that Healthgrades did not allow a provider to respond.  Again, we do allow a provider to respond and they may do so through our provider portal.

I have updated your address to **** ******* ***** ** **** ***

Healthgrades is performing a new investigation since we did not have open comments the last time you contacted us.   And again as I stated in my initial response, you will hear from the investigation team directly.

Thank you,

***** ****

Consumer Response:


Complaint: ********

I am rejecting this response because:

1.  Healthgrades.com did not answer the questions asked.

  a.  There are many doctors in El Paso, Texas with the same last name.  Is it possible that I am being confused with someone else?

  b.  Is there a way to suppress all surveys?  

  c.  What is your responsibility to ensure that survey writers act in a professional manner?  You expect the providers to be professional but not the surveyors?

  d.  It appears to me, in my opinion, that you do not care to remedy slanderous/libelous statements made about providers.
Sincerely,

**** ******

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear BBB, I have attempted 5 times, by email and by phone to contact Healthgrades regarding the following matter with only one reply that "someone will get back to me within 2-3 business days", and after two weeks, I have still had no reply. I am a new dentist in a VERY small community, having moved my practice from a large city. I took over a very successful, small dental office where the previous dentist had practiced for 35 years. I don't advertise. I don't accept any insurance, just like the former doctor. I have had several patients happily transfer to my practice which has made the other dentists in this small town very unhappy. This review on Healthgrades was brought to my attention three weeks ago, and since then, I have heard from others in the community that they are afraid to schedule an appointment with me now. This is the review Healthgrades posted: "She completely destroyed my mouth to the point that I have to have intense dental work done to repair what she did to my teeth. I highly recommend you find another dentist." This statement is absolutely 100% false and slanderous. I have not had one unhappy patient. I have had a total of FIVE patients transfer out of the practice since I purchased the practice one year ago. FOUR transferred because they were driving long distances to see the previous dentist and decided to stay closer to home and ONE transferred because of cost. I even contacted my previous practice (part of a corporate dental chain) to see if there were any unhappy patients after I left due to any clinical work completed. There were none. Not one complaint. Healthgrades has taken the liberty of listing me on their site without my permission.  They've put up my name, an address with a click-on map providing directions to my office, my age, dental training, an inaccurate list of insurance companies which they claim I participate with,  and provided a venue for any human being with Internet access to post a review and write comments about me. There is nothing to assure that a review wasn't written by a neighbor who is  angry that my dog got into their yard, by one of the 3 practices in the area that are struggling and dislike having a new dentist in town who is likeable,  by  someone who disagrees with something I have to say, or by a patient who is displeased that I won't prescribe an addictive medication that is not indicated for their condition. There is also nothing to prevent me from posting 5 star reviews of myself which I refuse to do because I am an ethical human being. Many patients ****** doctors before they see them, and whether or not you believe a single review (there is only one) has any weight, at some level, people see it and process it.  I ****** my doctors before I schedule a first appointment, and I might not go to someone with a one-star review.  All in all, I feel violated that they have posted this information and have permitted an unchecked venue for all commenters.   The one-star appearance on my ****** search page may damage my professional reputation and may have financial repercussions for me.  Certainly there are bad doctors out there, but I am not one of them, and allowing an unverified reviewer to say that every aspect of my practice is unacceptably poor, constitutes slander. I don't believe that the review was written by one of my patients, and let me go through each of my one-star items and tell you why I think this was an internet hater and not someone who knows me. I've copied and pasted the HealthGrades categories you've established for doctors to be rated on.  For each of these categories, I was rated one-star out of a possible five stars.  -------------------------- Scheduling Appointments: Ease of scheduling urgent appointments when you feel ill: -----Any established patient who calls and says their problem is an emergency is seen that day or the next. Every patient is given my cell and home phone numbers before our first meeting, I respond to calls and texts within the day, sooner if they are urgent.  It generally takes days, and not weeks, to get an appointment, even on a non-urgent basis. Office Environment: Office environment (cleanliness, comfort, lighting, temperature, location): ----- These are individual taste issues.  The office was built out with neutral decor and a fair amount of attention to the environmental factors that I can control.  It is in a professional building, in a safe part of town, surrounded by shops and restaurants, and a janitorial service cleans the suite on a daily basis.    Office Friendliness:                                                        Friendliness and courtesy of the office staff: These girls are the friendliest people in town. People area actually calling my receptionist at HOME to ask if the review is true. Wait Time: Once you arrive for a scheduled appointment, how long do you have to wait (including waiting room and exam room) before you see this provider: ----- In 14 years, I have never run 45 minutes late.  I can count on one hand the number of times I have run 10 minutes late. I start almost every session within 5 minutes of the scheduled appointment time. Level of Trust: Do you trust your provider to make decisions / recommendations that are in your best interests? --- I can't fully address this-- trust is something that happens inside an individual's head.  I certainly believe that I have my patient's best interests in mind when I make a recommendation, people often tell me they trust me, and no one has ever said that they don't trust me. Helps Patients Understand Their Condition: Does the provider help you understand your medical condition(s)? ---  I believe I'm actually pretty good at articulating dental conditions, I've had a bit of practice over the years.   Listens and Answers Questions: Does the provider listen to you and answer your questions? --- I always ask new patients if they have any questions.  I  invite people to call or text me if they have concerns. Time Spent with Patient: Do you feel the provider spends an appropriate amount of time with you? -- I spend as much time as a patient needs me to. I wait until they tell me they are finished. If it means I will run behind on my next patient, I politely ask them to come back when we can talk uninterruped. I’m happy to schedule longer appointments with anyone who'd like them. After searching the internet, I have learned that there are quite a few providers that have had a similar experience with Healthgrades. It is important for patients to be able to express their experiences, but it is also important for providers to be able to respond to complaints. By responding to this claim that is absolutely not true, I appear petty and guilty of said review.

Desired Settlement: I would like this review to be removed. I would also like to be completely removed from Healthgrades. Someone is slandering my reputation and it is not acceptable and it is not a guarantee that this one review will be taken down and another slanderous review will appear in it's place. If a patient has a complaint, they should have to go through a qualified organization like the BBB.

Business Response:

Thank you for contacting Healthgrades via the BBB.  I want to clear up some inaccuracies in the complaint itself:

Provider states in her complaint that… “There is also nothing to prevent me from posting 5 star reviews of myself which I refuse to do because I am an ethical human being. 

**** ******** did indeed fill out more than 1 5-star survey on herself ~ she submitted at least 10 (TEN) 5-star surveys on herself using different email addresses and text numbers.

*** ******** has sent 2 emails (not 5 that she indicates in this complaint) and called to tell us that she filed a BBB complaint.   

The subject comment that *** ******** is complaining about meets Healthgrades criteria for display.  This subject comment has passed 3 human auditor reviews, a survey investigation and finally been escalated to the review committee and each time has passed the criteria for display.  Accordingly, our business rules prohibit us from removing any such survey/comment from our site.  We remind you that survey submissions at healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers. 

Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because **** ******** is a practicing provider and the published information regarding this practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this profile information from our website.

However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. 

Finally, we allow providers to respond to surveys through our free provider portal. *** ******** has an account that she has already utilized and is able to update her insurances, any profile information and post a response to surveys.

Regards,

***** ****

Healthgrades Operating Company, Inc

Business Response:

Dear *** ********,

I thank you for your rebuttal.

The surveys I refer to (ones done in connection with your email/phone/text) date back to 2008 to present.  We didn’t ‘just discover them’ as your rebuttal indicates ~ rather, we tend to give a provider the benefit of doubt.  The reason I mentioned them is because of the point you were driving.

Again, the subject comment that is in question meets Healthgrades criteria for display.  This subject comment has passed 3 human auditor reviews, a survey investigation and finally been escalated to the review committee and each time has passed the criteria for display.  Accordingly, our business rules prohibit us from removing any such survey/comment from our site.  We remind you that survey submissions at healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers. 

Finally, we allow providers to respond to surveys through our free provider portal https://update.healthgrades.com/account/sign-in   You have an established account.  In order to post a response, log into your account and click on ‘Your Voice’ in the left hand rail.  Then select ‘response to patient surveys’.

Respectfully,
***** ****
Healthgrades Operating Company, Inc.

 

Consumer Response:


Complaint: ********

I am rejecting this response because:
Dear *****,

Thank you for your time and information.  Regarding any and all reviews made from any email associated with me in any year, please delete these as this is not ethical and I am sorry that my family did that on my behalf.  The issue I would like to have addressed is the one written comment about me that I believe is unfair and hurtful and untrue.  I realize you have had this go through several checks, but I am asking you, begging you, to please review it again.  I have purchased a practice in a town of less than 1000 people.  I have been practicing for one year. There is not a single patient that has left because of any work I have done. No one has complained about anything.  My practice is mostly a geriatric practice of patients who scoff when I even use the computer.  In a town this small, when one person reads a remark such as "she completely destroyed my mouth, find another dentist", that is a review that is extreme.  I wish there was a way you could even verify this was a patient.  I have been advised to NOT reply to any comments such as this, especially if I believe it has been written by another competing dental office as the matter could escalate.  Also, my hands are tied as to comments I can make online due to HIPPA.  I am asking that you please review again the wording of this review and realize that it is not just an opinion, it is an extreme opinion that is hurtful and untrue and harming my business and myself.  Thank you so much, *****.  Sincerely, **** ********
Sincerely,

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

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They published two negative inappropriate reviews regarding me from areas where I do not even practice. The reviews are obviously fake as I am a radiologist and do not even see patients. I have attempted to contact them three times and have received no response.

Desired Settlement: Remove my profile from the site as I do not see patients. If this is not possible, remove the fake negative reviews.

Business Response:

Dear ***** ********** ***

Thank you for contacting Healthgrades via the BBB. 

After reviewing your request, we are turning off the survey functionality and suppressing the existing surveys from our system because of your specialty of Diagnostic Radiology.   We are able to suppress this because as you state, you do not see patients.   You will receive an email from our survey department today advising you of these steps Healthgrades is taking.

I hope this rectifies your complaint and if you need further assistance, please do not hesitate to contact me directly.

Regards,
***** ****
Healthgrades Operating Company, Inc

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today, I was googling for a phone number for a new doctor's office, a specialist, for my wife. One where my wife's doctor had made an appointment for her. The search returned a number on the healthgrades website. Since this was a local number, I assumed it was the number for the doctors office. When I called, I was greeted with a message "Thank you for calling the physicians scheduling service" and eventually routed to a human agent. The agent asked me for the doctor info and then some personal information. Since I was calling for my wife, I provided the info assuming they were verifying her info as most do. Eventually, I was routed to the doctors office and the issue was addressed. My concern is that at no time, did "Healthgrades" identify itself as a 3rd party not affiliated with the doctors office. The presentation was generic and official enough to appear to be legitimate. While, this was my own fault for not being critical enough of the website and phone number, I also found this to be very deceptive. Is this a violation of HIPPA regulations? I have sent an e-mail to Healthgrades.com to the same affect.

Desired Settlement: The phone service needs to clearly identify themselves as being from "Healthgrades" a third-party and not directly affiliated with the doctors office.

Business Response:

Thank you for your inquiry.  When you dialed the number on healthgrades.com, you called a hospital referral service for which Healthgrades provides call center services.  As a provider of call center services, individuals within the call center answer and respond to calls as the hospital referral service.    The referral service is provided by hospitals as a public service to facilitate the making of appointments with their physicians who are part of their referral service program.  Information you provide is passed to the physician’s office for the purpose of scheduling appointments.  In some cases, the physician’s office may request the same information again, or additional information.  The operators that answer the phone all are instructed to identify themselves as the ‘physician scheduling service’.

I hope this has rectified your case and if not, please feel free to reach out to me directly ***********************) or reply to the BBB.

Regards,

***** ****
Healthgrades Operating Co, Inc.

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm a orthopaedic surgeon whose practice has been negatively impacted by the HealthGrade service. I have been in practice for over 6 years, and see 300 patients a month. Recently, one of my patient had a miscommunication with my office staffs and post a negative at HealthGrade web site review under my name. The HealthGrade web site has posted this review without giving me any chance to defend the alleged wrongdoing. I have never consented to be a part of their website and they should not be allowed to "evaluate" my ability as an orthopaedic surgeon based on a few customer's review. This is a defamation of a hard working individual. This is very unfair evaluation for a physician who has doing one's best to treat over 3500 patients a year. I have requested the HealthGrade to remove my listing from their web site (twice) for I have never agreed to be and don't want to be part of their business. However they have not replied back to me.

Desired Settlement: Since they do not have my permission to display my information or evaluation, I request my name/listing to be removed from their web site.

Business Response:

             Dear ****** **, MD

You recently contacted Healthgrades regarding a concern you had about a survey received by Healthgrades.  As a result of your inquiry, Healthgrades launched an investigation into the profile and analyzed all surveys submitted through our website for you.  The subject matter comment/opinion meets Healthgrades criteria for display.  Accordingly, our business rules prohibit us from removing the remaining comments/opinions from our site.  We remind you that survey submissions at Healthgrades.com represent the individual opinions of patients and are aggregated for the benefit of consumers.  We do allow healthcare providers to post a response regarding surveys that are showing on the patient experience page which can be submitted in our free provider portal: https://update.healthgrades.com/account/sign-in under the section of “Your Voice”.

Finally, with respect to your request for removal, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing your profile information from our website. 

Respectfully,
***** ****
Healthgrades Operating Company, Inc

Consumer Response:

 
Complaint: 11305609

I am rejecting this response because:

It does no properly address my concern for defamation and degradation of my professional reputation based on a sole patient's opinon.  Although my practice information is publicly available! I have never given the health grade to freely display someone's personal opinion about myself.  This website is accessible by my friends and family, including my children.  I have no obligation to comply with their rules and will not use their website as a battle ground with my patients.  This website is morally wrong way to make money.  Will fight this to the end.

Sincerely,

***** **

5/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Health Grades web site allowed my son's step-father to post HIPA and FERPA protected information on their website in a review of a provider. When I contacted them asking them to remove the protected information I was told that only the person who posted a review can have it removed.

Desired Settlement: I want the review or at the very least all indenting information removed from the website.

Business Response: Please provide more information regarding the provider (full name and city/state of practice).  We have no way to locate the comment without more information.

Business Response:

Dear ******* ******,

Thank you for contacting Healthgrades and the BBB.  We understand your concern.  However,  Healthgrades has not violated HIPAA or FERPA regulation .  We do take your complaint seriously and as such, we have sent your inquiry , along with the comment posted by “****** ****” to our Data Governance Committee to review .  I will be in touch with you within 10 days as to the decision of whether or not we will remove the comment.  Additionally, we want to remind you that the poster can also request to have the comment removed at any time.  I will be in contact with you within 10 days.

Regards,

***** **** Healthgrades Operating Company, Inc

Consumer Response:  
Complaint: 11429643

I am rejecting this response because:
They still are reviewing before they remove the post. I really hope that this can be handled at this level and not escalated. 
Sincerely,

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

5/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a doctor listed on the Healthgrades website. There is a false review posted on my profile that I asked for the website to remove on 03/13/16. I received an email on 03/14/16 from customer service that said they will launch an investigation into the validity of the comment and give me the results within 10 business days. They did not contact me after the investigation, despite two emails I sent asking for the results. I went onto their inquiry form on their website again to request this information on 03/30/16. Today, 04/04/16 I received an email response saying that the email is verified as only submitting one comment so they are leaving the comment. I am upset because their investigation did nothing more than check that a single email wrote the single comment. They have no real way to verify that any comments or reviews are indeed from patients. There is no integrity to their patient satisfaction process. I called customer service this morning and asked that my profile be taken down, and they refused. At this point, I would like the patient satisfaction part of the profile removed if you cannot verify that only patients can post, which, due to their business model, they cannot. They did not put in the effort to contact offices, supply verifiable codes or passwords to make sure that false reviews are not placed. They put minimal effort into maintaining a website that is full of errors and it has an impact on others.

Desired Settlement: Remove my profile from your site, or if you cannot removed the entire profile, remove the "patient satisfaction" section so no rating or no comments can be posted until you develop a better system to verify comments.

Business Response:

Dear ***** ******* MD

Thank you for contacting Healthgrades via the BBB.

Healthgrades has re-examined your request and given you are an instructor which I have been able to primary source verify, I am suppressing the surveys, survey functionality and temporarily suppressing the profile.  Per our phone conversation, the profile will come back on our website with a modified view so that patients know you are in an academia position.  I will notify you as to the timeline of the modified profile.

Best regards,
***** ****
Healthgrades Operating Company, Inc

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11307078, and find that this resolution is satisfactory to me.

Sincerely,

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

5/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a physician and work seeing cancer patients. I have never had any reviews online in 7 years. I was told I now have a one star rating on healthgrades by a patient who made inappropriate demands and the patient never came back. Healthgrades allows patients to put slanderous and damaging retaliatory statements on the Internet. I emailed them to take the comment down, and a person named ****** sent me a form email stating that it could take 20 days. I then called and spoke with ****** and all she would tell me is there is no manger there, she cannot tell me who their corporate counsel is, she will forward my "claim."

Desired Settlement: Removal of slanderous and inaccurate review by patient F.S. Sanctions on this company in general - will D/w state attorney general and AMA. Have a group of 50k female physician supporters on this issue

Business Response:

Dear Dr. ********,

 

I am sorry that you are dissatisfied however Healthgrades conclusions remain the same.

 

Respectfully,
***** ****

Consumer Response:  
Complaint: 11303423

I am rejecting this response because:

Sincerely,

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

4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested multiple times to have my profile deleted from the Healthgrades website. I did not give permission nor ask to be "promoted" on social media/internet or any other media. I have had a patient find me on the website and show me how close he lives to me. Now, due to this patient doing this i have concerns for my personal safety and Heatlhgrades has not shown any concern nor action to remove me from their website.

Desired Settlement: I wish to have my profile removed from this internet website that i did not give permission to post. If this is done it will resolve this issue.

Business Response:

Thank you for contacting Healthgrades via the BBB.

We appreciate you letting us know of the error in the data.  We are sorry and never intended to publish a residential address.  Upon your notification, Healthgrades immediately updated the address to your business practice address.

One of the public data sources that Healthgrades uses lists this residential address as your business practice address, specifically NPI.   Healthgrades’ intent is to collect the most accurate and complete information for all provider profiles.   

 

With regards to the removal request, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing your profile information from our website. 

Regards,

***** ****
Healthgrades

Consumer Response:  
Complaint: 11176088

I am rejecting this response because:  I have asked to be removed from this website as I did not ask to be placed on the website to begin with and I do not agree or approve of any of the policies associated with this website.  They obviously do not have any mechanism in place to validate or verify information that they place on their website.  It is a violation of my privacy.  Any information that needs to be known about my license is available from the licensing board and is sufficient public information and one I am confident in the validity of information.

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

3/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am not a doctor and have not worked at the establishment listed on the web for more than 5 years. This is misleading information. I have contacted Healthgrades on several occasions with no outcome. Please help me remove this information: http://www.healthgrades.com/provider/gennifer-wecker-3psxg

Desired Settlement: please remove this misleading and unlawful misrepresentation of my profession.

Business Response:

Thank you for contacting Healthgrades via the BBB.

Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because Ms. ****** has identified herself as a practicing provider and the published information regarding Ms. ******’s practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing Ms. ******’s information from our website. 

However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.  You may finish the authentication for our free provider portal here: https://update.healthgrades.com/account/sign-in

Please note that because the current address information is coming from a public registry Centers for Medicaid and Medicare Services (CMS) where Ms. ****** provided ***** ****** *** *** ***** ** as her business practice address, other sites may still utilize this address and phone number despite any changes made on our site.   In order to correct the publicly available source of this information, Ms. ******’s may also wish to update her business address directly with the Centers for Medicaid and Medicare Services.

Regards,
***** ****
Healthgrades

3/30/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades has created a provider program under my name. I have had no reviews until recently. I do not and have never solicited reviews from patients. I have never had a real patient review me in this capacity. There is now a negative review posted on the page. The username resembles a real name "**** ** and I can say with confidence that I am unaware of ever working with a patient who has this name. I believe the review is fraudulent. I have contacted healthgrades by e-mail and by phone but the customer service number does not allow callers to speak to a representative, only leave a message, which according to prior complaints is unlikely to ever be returned. I have requested that my profile be removed completely (and not with a false notice that says I am no longer practicing as other complaints have indicated often happens as this can also be harmful to by practice). I have requested evidence that the review is from a real patient. Healthgrades only verifies that reviewers are not "spam bots" and does not confirm that patients are real. This opens providers up to a wide variety of fraud. I do not believe that the proposed solution on the FAQ is appropriate (soliciting positive reviews, sometimes using postcards provided by healthgrades) is ethical. In cases where a patient is deemed to be real (I do not believe this is the case here) healthcare provider can't respond to refute claims in the way that other businesses do due to HIPPA regulations. This leaves physicians and providers with very little recourse to protect and defend against business harming slander/libel.

Desired Settlement: I would like my profile completely removed from healthgrades without any false claims about me no longer being in practice or other harmful comments. At a minimum I would like the comment removed and any further comments be carefully screened to ensure they are from real patients of mine. Writers of suspicious comments could be asked to provide their real name/ a bill or after visit summary indicating they were really treated by me. I believe the first option would be more mutually beneficial to both healthgrades and me.

Business Response:

Thank you for contacting Healthgrades via the BBB.

 

I apologize for the difficulty you had with our company. 

 

I see that you contacted  Healthgrades via our contact us on 3/13 and Healthgrades responded on 3/16 letting you know the case was forwarded to the Patient Experience investigation team.  I have escalated this case to be worked today.  We will suppress the functionality so that no one can submit a review.  When this is done, the current review(s) on the profile will also be suppressed.  This will occur within 24-48 business hours. 

 

With regard to removing the entire profile, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are  a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this information from our website. 

 

Regards,

***** ****

Healthgrades

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a Michigan Certified Social Worker and have been in practice, with no complaints, for well over 35 years. I "googled" my name and saw that Health Grades has posted me, without my permission, and that someone, allegedly a former client, had posted a very negative review of me just this past December (2015). In researching, I found over 160 complaints about Health Grades, many of which were written by professionals in the mental health field. I emailed Health Grades twice and phoned twice leaving voice mails expressing my concern. I do not wish to be on their site and am astonished they would allow any disgruntled person to do this. At a minimum, I feel they should have responded to my emails and calls. What was posted is potentially injurious to me, my practice, which I have spent years building and take some considerable pride in, and my reputation. I feel this review should be removed and that, furthermore, I should be removed from Health Grades as I simply don't want to participate. Most of the negative reviews on Health Grades note that their inquiries have not been responded to and that, when they have, they are urged to pay a fee. It is then suggested they might be able to have negative and arbitrary comments reviewed. Thank you for your time on this. I plan, also, to contact my Attorney General as I see others who have posted their concerns suggest one does this. Sincerely, *******

Desired Settlement: I would like to hear from Health Grades and have both my name and, certainly, this inflammatory review removed.

Business Response:

Thank you for contacting Healthgrades via the BBB.

I apologize for the difficulty you had with Healthgrades.

I do see that you sent a contact us request to have your profile removed on 2/3/16.  Then on 2/8/16 you sent another request to have the survey(s) removed because you are a mental healthcare provider.  On 2/8/16 Healthgrades responded that your case was being escalated to our review investigation team.  On 2/17/16 Healthgrades notified you via email that the survey functionality had been suppressed on our website.  Search engines do have to re-index their pages and unfortunately Healthgrades has no control over the timeliness of this. 

In checking the profile today, it appears that Google has not yet re-indexed their information.  I'm hopeful this will occur in the next few weeks since the information has been updated on Healthgrades website as of 2/17/16.

Please feel free to reach out to me directly if further assistance is needed.

Regards,

***** ****

Healthgrades

3/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades is incorrectly stating that I have had board action taken against my current license to practice chemical dependency treatment in WA state. I had a board action taken against my former, now expired and not active, CDPT license, but my current and active CDP license has never had any board actions. This can clearly be accessed at my state's Department of Health website. I have contacted healthgrades. I told them that I was no longer a CDPT, that I was now a CDP (they are very different licenses - one is prior to gaining 2,000 experience hours and passing the exam. I am post-hours and exam) and that my CDP license has no actions against it. They changed my initials from CDPT to CDP, but they are continuing to link the board actions that were linked to my CDPT license on their website. This is false information, they are separate licenses with separate numbers and names, and their misrepresentation can negatively impact my career.

Desired Settlement: I want my profile that was added to this site without my input removed. If that is not an option, I at least want the information to be correct.

Business Response:

Dear ***** ******,

Thank you for contacting Healthgrades via the BBB.

I have again reviewed your information on Healthgrades.com.  On 8/20/15 you sent in a complaint regarding the classification of the disciplinary data.  Although our sanction information was correct, we changed the action to ‘other’ and notified Ms. ******.  

On 3/4/16, Ms. ****** again sent in a second email, now unhappy that we have the board order on the profile.  On 6/19/14, the ***** ** *********** ********** ** ****** issues an Order of Release, which is posted on Ms. *****’s Healthgrades.com profile.  It is Healthgrades policy to report board action history for the previous five years except when there is a revocation or surrender.  Disciplinary actions follow the provider and this order will automatically fall off in 5 years from the date of the order. 

I trust this response resolves the issue.  

Regards,
***** ****

Business Response:

Thank you for your response.

As I stated in my previous communication, Healthgrades will report disciplinary actions (board orders and sanctions) for a period of 5 years.  From the screen shot provided by Ms. ******, it shows that the provider did have action assessed from the ********** ********** ** ****** stemming from an incident dating back to Sept 1998.  Although by completing anger management treatment, the charge was dismissed,  the provider was convicted of Assault in the Fourth degree in July of 2013,.  Additionally, the provider was convicted of Burglary in the Second Degree (the crime occurred in Jan 2005).  Additionally, the provider was convicted of Felony Harassment stemming from an incident from Nov 2008.  Because of these instances, the provider/applicant was denied the application for a CDPT.  This information is publically available and viewable with the ********** ********** ** ******.  At Healthgrades, we report disciplinary actions against the provider, not whether they have obtained a new license with a different degree.  I apologize, however our conclusions remain the same. 

Regards,

***** ****

Healthgrades Operating Company, Inc

Consumer Response:
Complaint: ********

I am rejecting this response because:

Again, this was not a disciplinary action. These charges occurred prior to me ever being licensed. I have never been disciplined as a licensed professional, only monitored for actions committed prior to ever being licensed. Health Grades is saying I was disciplined while licensed, which is false. I became licensed well after the charges you mention in your response, Health Grades, so you are seemingly using my past to shame me, rather than basing your "grades" on the time I have spent as a health care professional.

Sincerely,

***** ******

3/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted health grades on several occasions, both through their online contact form and by calling the number that they list which no one ever answers. I am a psychologist and I have requested for health grades to remove my profile from their website, which they have not done as of yet. Mental health providers are often faced with circumstances in which patients are required to see us and/or have a very difficult issues to treat in therapy and because of their resentment of being in therapy, they often rebel by going online to sites such as health grades to slander their provider. This creates an unfair power dynamic because due to confidentiality reasons, providers are not allowed to give details that would help to defend themselves so we are left in a position where people are allowed to say whatever they want to say about us and we don't get to do anything about it. This is slanderous in unfair and this is the reason that I have requested several times from my profile to be removed or for the survey feature to be disabled with all prior comments removed. This creates bad publicity for our practice and puts us in a situation where we are absolutely powerless and health grades does not seem to care or understand that our professional work is at stake here.

Desired Settlement: Ideally, I would really like for my entire profile to be removed from health grades as I did not consent to having this profile created in the first place. If this is not acceptable for whatever reason, I would really appreciated if all existing comments are removed and the survey option Or ability for people to rate me, either positive or negative, and the comment sections are removed to prevent further issues like this.

Business Response:

Thank you for contacting Healthgrades via the BBB. 

I apologize for the difficulty you’ve had with Healthgrades.  

I do see that your initial request came in on 3/12/16 requesting removal of the profile.  On 3/21/16 

(today), the customer support rep picked up your case and saw that you had written in an additional 2 times.   The rep sent your request to our investigation team to disable the survey functionality because you are a mental healthcare provider ~Healthgrades allows mental healthcare providers to opt out of surveys.  I have escalated your request so that the survey functionality will be turned off within 24-48 business hours from today.   You will also receive an email from the survey investigation team advising you that the functionality will be disabled. 

Regards, ***** ****

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a behavioral health provider and received a negative review which I believe to be false. I spoke with a customer service agent on Monday, February 29, 2016, and she reported that because I am a behavioral health provider, I can request that negative reviews (and all reviews) be removed AND that the survey option can be suppressed on my profile. I was so happy to hear that, and she said it would happen within 24-48 hours. This time period has passed, and the reviews remain as well as the survey option. I have called today to discuss with the company, however the phone there isn't working. The automated phone service says, "sorry I can't connect you at the moment." All other phone numbers I have received from them also aren't working: *********** and also ************. Both seem to be disconnected.

Desired Settlement: I would like: 1) all reviews removed 2) survey option suppressed on my profile. ASAP

Business Response:

Dear Ms. ****** ******,

 

I apologize that you were having difficulties reaching us.  We did have phone issues where a phone server went down in our office in Madison, WI.  This caused an outage with some of our phone lines and was not detected promptly.  We have fixed the phone issue and all lines are working. 

I have confirmed that the survey functionality suppression did indeed occur. 

If I may further assist, please do not hesitate to reach out directly to me.

 

Regards,

***** ****
Healthgrades

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11184425, and find that this resolution is satisfactory to me.

Sincerely,

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

 

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had request two times to remove me as a provider on their online removal form in the website www.healthgrades.com. I called at ************** and spoked with "******" she said that can't be removed only if the provider is retired or deceased. That's totally contrary to the removal form the have in their website. I personally don't want to be in that website and taking my information for their purposes are illegal.

Desired Settlement: Permanently remove all info and related.

Business Response:

Thank you for contacting Healthgrades via the BBB. 

 

Your case has been sent to me to review. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this profile information from our website. 

However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.   Or if you have updates you may let me know
and I will make the updates.

 

Regards,

***** ****

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

Consumer Response:  
Complaint: 11093393

I am rejecting this response because: Is not what I'm requesting and Health grades policy don't apply to my decision.

Sincerely,

**** *******

3/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted this business at least 3 times to request that they remove my information from their website. They responded to my initial email by ignored subsequent attempts.

Desired Settlement: I wish for all my information to be removed from this website.

Business Response:

Dear ******* ****,

 

Thank you for contacting Healthgrades via the BBB.

 

Your case has been sent to me to review.  Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals.  In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources.  Because you are a practicing provider and the published information regarding your service is publicly available and of interest to the general public, Healthgrades’ policies prohibit me from completely removing this profile information from our website. 

 

Regards,

***** ****

Consumer Response:  
Complaint: 11093233

I am rejecting this response because: I want my named removed from their website.  They simply cited that they gathered information from public sources.  That is not the issue.  The issue is that they are gathering public information and using it in other ways than the way it was intended (i.e. a review site) and for their profit.

Sincerely,

******* ****

2/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I previously had long correspondence with Health Grades, and they had agreed not to have ratings for me. The reason for this is that I am a social worker, and I often have to deal with people who are doing things that: 1) May cause them to lose their job (for example, drinking on the job) 2) May cause them to lose custody (for example, beating up their children). 3) May cause them to be involuntarily committed (for example, stop running around in public screaming, see your psychiatrist and take your meds) Because I have these difficult pieces to tell people, they are rarely happy. I should not be rated because part of my work is to keep difficult people AND the public safe. Previously, Health Grades had agreed. Now, after telling one spouse that he needed treatment for anger management (domestic violence) and another that they have to pay their bill, I see one negative rating.

Desired Settlement: The previous agreement either: 1) completely remove my profile permanently from Healthgrades - I'm just fine without their "advertising," which I never agreed to. 2) Disable the rating feature.

Business Response:

Dear Ms. ****** *********

 

Thank you for contacting Healthgrades via the BBB.  We have suppressed the patient rating functionality from your profile per your request.  You may view this change here: **********************************************************

 

I trust this resolves your concerns, if not please feel free to reach out to me directly.

 

Regards,

***** ****

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

2/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: HealthGrades maintains inaccurate and slanderous profiles on physicians without our consent. HealthGrades has no mechanism for preventing fraudulent reviews. They are unable to ensure that people posting reviews are actual patients. They do not get physician permission for maintaining our profiles on their site. The profiles are usually inaccurate. It is a website that makes advertising revenue without providing a useful service to the public, which can be damaging to professionals' reputations and careers.

Desired Settlement: please remove my profile from your website forever.

Business Response:

****** ******* – 3sywq / 751786 – BBB 11031842 / 12/14/16 - HealthGrades maintains inaccurate and slanderous profiles on physicians without our consent. HealthGrades has no mechanism for preventing fraudulent reviews. They are unable to ensure that people posting reviews are actual patients. They do not get physician permission for maintaining our profiles on their site. The profiles are usually inaccurate. It is a website that makes advertising revenue without providing a useful service to the public, which can be damaging to professionals' reputations and careers.

Response:  Thank you for contacting Healthgrades via the BBB. 

On 1/12/16 the following response was sent to the provider:

Healthgrades reviewed the rating submission and found nothing that would suggest inaccuracies that  Healthgrades has launched an investigation into the patient experience survey results.  We have found that the survey results are legitimate. We have found no evidence of questionable activity and they are coming from a 
valid email address. All surveys are initiated in the providers profile, they are attached to the provider not the 

locations. They will follow the provider to all their locations.   

Healthgrades strives to maintain the quality of patient surveys by 
confirming each patient's email address, along with other best practices, such 
as restricting the number of surveys a patient can complete within a given time 
frame and the number of surveys coming from the same location. Healthgrades 
employs a consistent, reliable process to review for possible fraudulent survey 
results. 

Healthgrades does not modify any multiple choice survey responses. 
Healthgrades Patient Experience Survey is also unique in that we state the 
number of responses for every question, we include the overall average of each 
question, and the respondents are anonymous. Healthgrades is a third-party 
collector and only gathers the information as a third party. 
Healthgrades will not remove these survey results as they are a service to 
consumers.  

Healthgrades information regarding the practice location for Dr. ******* was consistent with the address that is on file with the Texas Medical Board.  I am happy to update this information for the provider if she will forward me a more current address.  Updating this address with Healthgrades will not update the address at the Texas Medical Board.

Regarding your privacy and request that Healthgrades remove the profile entirely from our site, I again state that Healthgrades collects information on healthcare providers that is already in the public domain, aggregates such information, and makes it available to consumers for their benefit.  Your state licensing authority, as well as other 3rd party sources, makes information about your medical practice publicly available as a matter of public policy.  Because the information regarding your practice is of interest to the general public and is made available by 3rd party sources, aggregation and publication of such information is proper.

Consumer Response:

 
Complaint: 11031842

I am rejecting this response because:

The concerns in my complaint were not addressed.  I and many other physicians maintain that HealthGrades has insufficient mechanisms for preventing fradulent reviews.  They are unable to ensure that people posting reviews are actual patients. This is a website that makes money via advertising revenue without providing a useful service to the public. 

If, as they say, they are unable to remove physician profiles, then i am requesting that the patient review/survey part of the my profile be disabled and removed, for reasons stated above.

Business Response:

 

 

I apologize that you are dissatisfied however our conclusions remain the same.

1/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company published private home address without my consent. I work as a counselor in the mental health field. I work with a low income, heavy substance abuse and ex felon population. This company published my personal home address to everyone on the Internet without my ever joining their site or consenting to having my address published. This website has put my physical safety at complete risk. I have no idea how they received my home address, but I find it unbelievably unethical and illegal.

Desired Settlement: Complete removal of my information, however, shut down of the site would be necessary to protect others.

Business Response: Thank you for contacting Healthgrades via the BBB

We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address.

One of the data sources that Healthgrades uses lists this residential address as your business practice address.
Healthgrades' intent is to collect the most accurate and complete information for all provider profiles.

Immediately upon you contacting Healthgrades, we updated the profile and removed your home address.

Regards,
***** ****

1/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm an Emergency Room physician and Healthgrades has publicly posted my personal (not business) information online. This poses a direct safety threat Healthgrades has inaccurate information directing patients to my home address and phone number. I am an emergency room physician and deal with many contentious individuals on a daily basis. This info must be removed immediately as it poses a direct threat to my family and my own safety.

Desired Settlement: Remove my home information and please list my current work-place if something must be listed. I would prefer not to be listed at all.

Business Response: Thank you for contacting Healthgrades via the BBB.

We immediately removed your home address on 12/10/15 when you phoned Healthgrades. We apologize again for this. We never intended to publish a residential address.

One of the data sources Healthgrades uses listed this residential address as a business practice address. Healthgrades intent is to collect the most accurate and complete information for all provider profiles.

Regards,
***** ****

12/30/2015 Advertising/Sales Issues
12/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BBB Dear Sir/Madame: I called to Healthgrade since 2012 to have my name, address and services removed from the healthgrade web site unsuccessfully. My name ******** **** at *** ** ***** ***** suite *** **** *******, ** is not available to be published. I called them in 2012 to discontinue the publishing. In September 2015 I emailed them, requesting to have removed my name. Their answer was that the they offer a good service. I told them I was not questioning their service but my privacy. From them, many of these types of web advertisement started publishing my name without my authorization. Since they do not answer the phone anymore I mailed to Healthgrade a non publishing name request by certified mail in November 4/2015. I received the certified card signed back. However they did not do any action to have my name removed. Dear Sir/Madam I appreciate your help resolving this matter.

Desired Settlement: Healthgrade Co XXX XXth St ste 600 Denver, Co XXXXX To have all my professional and personal information removed from the healthgrade web page immediately. Including all the internet search domains, etc. Thank you

Business Response: Initial Business Response /* (1000, 6, 2015/12/01) */ Dear ******** ****, DDS, Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing your profile information from our website. Regards, ***** **** Initial Consumer Rebuttal /* (3000, 8, 2015/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades's answer does not respect my Company Policy of privacy. What ***** **** call "prohibition" is not a fundamental reason to respect my choice. Healthgrades being a private company the owners can do whatever they want to. I wonder if they have more valid reasons like how much money represent for them to have somebody removed from their marketing list. The answer I received is completely unsatisfactory. Thank you in advance to BBB Denver intervention to repect my choice. CR Final Business Response /* (4000, 11, 2015/12/23) */ Ms. ****, Healthgrades apologies that you are not satisfied however our conclusions remain the same. Regards, ***** ****

12/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades has set up an illegal account with my personal INCORRECT information regarding myself as a health care provider. I have called several times and ask them to remove my name from their website and they refuse. I want my name removed from their website permanently. They never got my permission to do this. This is wrong!

Desired Settlement: DesiredSettlementID: Other (requires explanation) Remove my name completely from healthgrades website

Business Response: Initial Business Response /* (1000, 6, 2015/11/23) */ Thank you for contacting Healthgrades via the BBB! Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. To the extent you provide me with an updated business address, I am happy to complete that update for you. Lastly, I have gone through all of our inbound contact logs and I'm not finding any previous contact by you. I am happy to investigate this further if you would please give me the name of the person that you spoke to. Regards, ***** **** Initial Consumer Rebuttal /* (3000, 8, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my profile completely deleted. I have the legal right to have my name removed from your website. I am not legally obligated for your company to put my name on your website. I want my account completely closed and my name removed or I will take legal action. Thank you. Complaint Response Date bumped because: Holiday Final Consumer Response /* (4200, 12, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades does not have the right to make a profile for me without consent with incorrect information to allow fake people to comment on me. Remove the comments and patient satisfaction section or close my account. I will take legal action should this continue. Final Business Response /* (4000, 14, 2015/12/14) */ I apologize that you are not satisfied however our conclusions remain the same. Regards, ***** ****

11/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Health Grades is providing my private, personal information as my place of business, putting my personal safety at risk, as well as others in home. I am a massage therapist in Washington state. Health Grades is providing my home address to the public as my place of business. My home is NOT my place of business. Consequently, a person seeking sexual favors came to my home on Thursday, October 22, 2015, and walked into my kitchen through a side door. I have sent two requests to have this information removed immediately and have tried to use their phone system to speak to a live person. Requests for help to resolve this situation via their customer service form, the email address provided have been ignored and attempts via phone do not connect through their automated phone system.

Desired Settlement: I want all personal, private information removed from their site immediately. I have not consented to their service and it is putting my personal safety at risk, along with others in my home.

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ Dear ********* *******, Thank you for contacting Healthgrades via the BBB. The address we have on file is being made public by the Centers for Medicaid and Medicare Services, specifically NPI (National Plan and Provider Enumerator). Whoever filled out your paperwork for your number (either you or your agent) listed your home address as your business practice address. Please contact NPI (XXX-XXX-XXXX) and have this corrected at the source. Once done, please let me know (*****@healthgrades.com) and I will most happily revisit your request. Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Health Grades is knowingly providing information that is incorrect and putting my personal safety, as well as that of others, at risk. The information needs to be removed immediately while I make changes in the NPI system and that system has a chance to review and accept my changes, and to post them. On another note, I have not signed up for Health Grades service nor do I wish to be a part of their service. I would prefer to be removed entirely from their system. Final Consumer Response /* (4200, 12, 2015/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) My private, personal information is still being displayed on the Health Grades website, and since the initial complaint was filed, I've had one other person show up at my home seeking prostitution, NOT MASSAGE, services. I requested my information be changed in the NPI database on 11/4/15 and it has not yet been changed. I have followed up with the NPI services and have been told that the changes are "in process" and as the information on their site is always changing, it is not recommended for use such as Health Grades. I have not signed up for Health Grades services nor do I consent to have my information displayed. My personal safety and that of my family is at risk directly because of the incorrect information being displayed by Health Grades. I have made several reasonable requests to have my private, personal information removed from their service and they have yet to do it. I have men seeking prostitution services, NOT massage services, coming to my private residence and entering my private home. They have both received my personal address from Health Grades website. Health Grades continues to display this personal information, rather than my business information, knowing that it is incorrect and putting my personal safety, and that of others, at risk. The NPI services states that the information on their website is ever-changing and IS NOT intended for Health Grades use. This is situation is unacceptable. I want all of my private, personal information removed from the site immediately, regardless of how long it takes the NPI service to update their database, as my personal safety, and that of others, is at risk. Final Business Response /* (4000, 14, 2015/11/25) */ NPI has updated their public information with regard to your business practice address. Healthgrades has followed suit and updated the address for this provider. This data change will replicate to our consumer site within 24-48 business hours.

11/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades website has me listed inaccurately and without my permission. Healthgrades website has me listed on their website without my permission. I am not a Doctor or Dentist. I have never owned or operated a business, medical or dental office. I am a Registered Dental Hygienist but I no longer practice. Someone created a false NPI number also without my knowledge or permission. I have contacted NPI services several times with no response about canceling this illegitimate number. I have never received any insurance payments for any dental services. That would apply to the business owner, not me as a hygienist. They are displaying incorrect and personal information about me. It displays negative reviews thought to be fraudulent. These can be personally and financially damaging to my reputation. Approximately 1 month ago I contacted healthgrades and reported the profile they created on my behalf without my permission. I have contacted the company again several times and have requested to be removed but they refuse to remove my listing. Additionally, given that I do not work at the dental practice they list, the profile on healthgrades.com is publishing inaccurate information about me including address, phone number, and business name. Furthermore, reviews about office conditions such as staff friendliness, ease of scheduling appointments, wait time, and cleanliness are reflective of a practice that I do not work for, do not own or have any affiliation with. I still assert that these reviews are misleading. Certainly I should not have my reputation degraded by the unverified reviews of a practice that I do not own, manage nor work for. My desired Settlement is for them to remove my listing and profile completely.

Desired Settlement: Please remove my name and listing profile from their website. I did not give permission to be listed and rated on their website.

Business Response: Initial Business Response /* (1000, 7, 2015/11/13) */ Thank you for contacting Healthgrades via the BBB and our 'contact us' form! Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this profile information from our website. I have however updated the address information to be consistent with that which is on your FL licensure. Also, if you suspect that the NPI number is fraudulent, please contact NPI. I've included a screen shot of the NPI information for your convenience. Regards, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (3000, 11, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously stated. I never gave permission to Healthgrades to make a profile and ratings created on my behalf. I am not a Doctor or business owner. Now they have updated and listed two separate locations in different cities that I have no affiliation with. They allow unregulated ratings stating: "My name's" office and staff (I do not own or operate or manage any offices or staff nor have I ever)they rate: scheduling appointments, office environment, staff friendliness, total wait time, level of trust, how well provider explains medical conditions, how well provider listens and answers questions, spends appropriate amount of time ect. I want this inaccurate libelous profile completely removed from their website. Final Business Response /* (4000, 13, 2015/11/20) */ Dear Mr. *********. I have again checked with NPI and your information is still active and publicly available as well as your state licensure information from the state of Florida. I again encourage you to contact NPI if you think someone fraudulently filled out an application and submitted it to the Centers for Medicaid and Medicare Services via NPI. Once NPI has either removed or updated this information, please let me know and Heatlhgrades will update our records to be in line with that which is publicly available. Thank you, ***** **** Final Consumer Response /* (2000, 18, 2015/11/25) */ I have just spoken to an NPI representative via telephone (X-XXX-XXX-XXXX) and they have verified that the fraudulent NPI number associated with my name has been deactivated as of today 11-24-15 and will show as deactivated in their system as of tomorrow, 11-25-15.

11/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Incorrect fax number listed for provider The fax number listed on the website is XXX-XXX-XXXX. This belongs to a 91 yo woman in a nursing home in ********* CO. It has never been my fax number. Numerous daily complaints from nursing home, Century Link and the woman that calls ringing in throughout night, disrupting the woman's sleep and daily life. This needs to be removed immediately.

Desired Settlement: The fax number needs to be removed immediately. All references and contact information for ******** M. *****, OTR needs to be removed from this site immediately.

Business Response: Initial Business Response /* (1000, 6, 2015/11/23) */ Thank you for contacting Healthgrades via the BBB! I have updated the address, phone number and fax number. This will replicate to our consumer site within 24-48 business hours. At one time, NPI had the fax number listed as XXX-XXX-XXXX. Please let me know if we may further assist you. Regards, ***** **** Initial Consumer Rebuttal /* (2000, 8, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaint Response Date bumped because: Holiday

11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They refuse to take down this page that shows my home address as some podiatrists business. People are coming to my house looking for a doctor.

Desired Settlement: DesiredSettlementID: Modification/discontinuance or I want this fixed now.

Business Response: Initial Business Response /* (1000, 6, 2015/09/28) */ Thank you for contacting Healthgrades via the BBB. We have responded to you twice with the source of the data (Centers for Medicade/Medicare Services)specifically NPI. Their phone number is XXX-XXX-XXXX. Once they change this at the source, I'm happy to revisit your complaint. Of note, since this CMS file is publicly available ~ there are many, many websites who are also displaying this address information for ***** I ********* DPM. It is critical that you request this removal at the source ~ CMS/NPI. Thank you, ***** **** Initial Consumer Rebuttal /* (3000, 8, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the companies they've asked me to and the companies have told me the information has been removed. They are STILL publishing my home address! Final Business Response /* (4000, 10, 2015/10/23) */ Dear Sir, ***** ********* DPM has listed this address as his business practice address. Your complaint is with this podiatrist. He is the person that needs to correct this. I cannot change his NPI listing (publicly available information). In the meantime, I have suppressed the profile from our consumer site however, this does nothing to solve your issue. As you know, if you google this podiatrist, you will see hundreds of listings with this address.

10/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Listing information for profession and address is incorrect. I did not authorize release of this information for Healthgrades. I have never signed up or authorized Healthgrades to release my information as a physical therapist but found my profile there. The following pieces of information are incorrect: Profession, gender, and address. Please remove the information because it is incorrect.

Desired Settlement: Please remove my profession, address, and gender from my profile because it is incorrect.

Business Response: Initial Business Response /* (1000, 6, 2015/10/05) */ Thank you for contacting Healthgrades vis the BBB. We have updated your address, specialty and gender per your request. This will replicate to our consumer site within 24-48 business hours. I apologize that the rep didn't take care of this via your direct correspondence on 9/23 & 9/25. Regards, ***** **** Healthgrades Operating Company, Inc

10/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company failed to follow through with promised investigation, still harbors physician reviews thought to be fraudulent. Approximately 1 month ago I contacted healthgrades and reported suspected fraudulent activity on the profile they created on my behalf without permission. I recently left a medical practice and suspect that I am being targeted by a series of negative reviews that are retaliatory and possibly not from actual patients. I had a 5 star rating on this site for years. Within a short period, a multitude of reviews appeared and greatly harmed my rating. These reviews occurred at a time when I was not involved in patient care between the months of June 2015 and September 2015. Healthgrades offered to perform an investigation that would take "7 to 10 days." I have received no word on any investigation. I have called the company several times but their phone number only reaches a recording, not a human. I have received no callback. I have also sent several emails through the site that have not been acknowledged. Additionally, given that I no longer work at the previous practice, the profile on healthgrades.com is publishing inaccurate information about me including address, phone number, and business name. Further, reviews about office conditions such as staff friendliness, ease of scheduling appointments, wait time, and cleanliness are reflective of a practice that I do not work for. I still assert that these reviews are misleading (e.g. the office was immaculate and <1 year old, I had a policy of always seeing patients same-day and was very conscientious about wait times, etc.), but certainly I should not have my reputation degraded by the reviews of a practice that I did not manage, nor do I still work for.

Desired Settlement: Remove recent suspicious negative reviews from my profile or completely reset my profile since I now practice under new circumstances. Update information to reflect my actual practice information.

Business Response: Initial Business Response /* (1000, 6, 2015/10/05) */ Healthgrades completed the patient survey investigation on 9/28/15 and corresponded with the provider. We have removed 21 surveys that do not meet our criteria. In addition we are putting this provider on a watch list and will be checking his profile weekly. Since the filing of the BBB complaint, we have opened up another investigation and found that 6 more surveys will be suppressed for not meeting our business criteria. We have corresponded directly with the provider. Initial Consumer Rebuttal /* (2000, 8, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company completed investigation as described and removed improper reviews. Thank you.

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Outdated and inaccurate information posted about my practice without my consent. Fraudulent review posted - open to any human being - patient or not To Whom It May Concern: I have left verbal and written messages with Healthgrades Customer Service Department (Confimation #XXXXXXXX), and am filing this formal complaint with the Better Business Bureau. Today, I received a callback from a customer service representative named "********" at XXX-XXX-XXXX. She advised that she was in receipt of my voicemail, however could provide no further assistance to me other than to refer my case for "investigation". I requested to speak to a manager or supervisor as I would like to have not only this review, but my entire profile immediately removed based upon the following information, and her response was that she could not assist me in that matter. She provided the name of her manager: ***** **** @ XXX-XXX-XXXX, adding that *** **** is out of the office for the rest of the week. When I inquired who might be covering for *** **** in her absence, ******** advised that "NO ONE" was covering for *** ***** and upon further inquiry, advised that the "entire management team was out for training this week and there was no one who was available to address my concern." She did offer after a frustrating and repetitive conversation that she would email *** **** to advise her that I felt my concern held enough legitimacy to be addressed prior to her return next week. I asked to speak to any other person...in Public Relations, Customer Service, General Management and was advised that NO ONE was available. I explained to ******** that one of my concerns was based upon the fact that Healthgrades is posting inaccurate information about my practice and overall posting information without my consent or permission. She advised that Healthgrades gathers all information from the CAQH credentialing website based upon my NPI number. When I informed her that the information Healthgrades has posted is outdated and inaccurate, she offer to update it, "if I wanted to provide her with updated information." I advised that given the fact that I did not offer the information voluntarily to Healthgrades and that Healthgrades took it upon themselves to post it without my consent or agreement, I feel it is the responsibility of Healthgrades to keep it current and updated, not me. My responsibility only is only to the CAQH/ProView site. I clearly requested, that rather than update my information, I wanted "my profile" - which I never requested to be posted, so "their profile of me" - completely removed. Her response was that as long as I have a professional license, they will post my profile. At no time in my obtaining a professional license, did I agree to have any information and especially outdated and falsified information posted by Healthgrades.

Desired Settlement: I have been a long time (23 years) and well respected Mental Health provider in the Baltimore area, partially retired and only currently seeing clients that I have been seeing for several years ,with whom I have established a deep and trusting rapport that would freely allow for any patient to speak to me directly, were they to have any concerns. Much of the work I do is by phone rather than face to face. I was absolutely stunned to Google myself this morning and find what I feel absolutely certain is a fraudulent 1-star review, which I do not believe was posted by any of my legitimate patients- past or present. Due to the fact that the individual commented on my office staff (I have no office staff), the cleanliness of my office (as mentioned, most of my work is by phone), the amount of time I spend with patients (I spend exactly what the insurance company allows or what is agreed upon in advance per a treatment contract developed with the patient at the first session), explanation of Medical conditions (I am not an M.D. and therefore am NOT explaining medical conditions) - I believe this to be an individual either trolling the internet or perhaps even a disgruntled and vindictive x-spouse of a patient who was appropriately awarded full custody of her children by the court system (not by me). It concerns me greatly that your company takes the liberty of listing me on your site without my permission, with inaccurate information about the insurance companies with which you claim I participate, completely inaccurate information regarding the specialties you suggest I supposedly claim and provide a venue for ANY human being whether known to me or not - patient or not - to post a review and write comments about me. I also see multiple similar complaints about Healthgrades.com on a consumer affairs site as well as the BBB site, and am willing to defer my own opinion while my concern with you is being resolved. As I hope you can imagine, this 1-star review that has suddenly appeared on a Google Search may damage my professional reputation which I've worked hard for 23 years to maintain as highly professional with no formal sanctions, complaints or prior negative reviews. I am certain that their are poorly qualified providers out there, but I am not one of them. I would be more than happy to forward you actual and legitimate positive testimonials, letters of recommendation from colleagues and patients, as well as a letter recently received from the NASW commending me for the quality of work that I do in terms of my persistent dedication to helping people who suffering. Please remove this review, as well as the entire listing/profile and immediately. Thank you.

Business Response: Initial Business Response /* (1000, 6, 2015/09/28) */ Thank you for contacting Healthgrades via the BBB. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from completely removing your information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. I'm also happy to update the information for you, if you'd like. Secondly, we have removed the survey functionality from your profile because you are a mental healthcare provider. Regards, ***** **** Initial Consumer Rebuttal /* (2000, 8, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please refer to my email dated 9/26/2015 sent directly to Lisa Wolford at the Denver BBB which stated: "This complaint has been resolved directly with Healthgrades per the below email received on 9/24/2015. Thank you very much for your assistance." Dear ***** R. *******, LCSW-C, Thank you for contacting Healthgrades. Healthgrades appreciates your patience during the investigation process that you have requested. I contacted our Product Management team and asked them if we could deactivate your survey page. This is not a normal option but they were open to the idea in your case due to your specialties' ethical responsibilities and constraints for behavioral health. It will allow the display of your profile it just takes away any option of surveys and of course all previous survey data would be gone as well. I have processed the suppression of the Patient Survey page for your profile. It should update on Healthgrades website in 24-48 hours. Respectfully, ***** Survey Compliance Analyst Healthgrades Support Team Healthgrades: How America Finds a DoctorTM XXX XXth ****** ***** 600 Denver, CO XXXXX **@healthgrades.com www.healthgrades.com www.cpmhealthgrades.com www.bettermedicine.com ___________________________

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly contacted the business to remove my profile from their listing website, but have received no response what-so-ever. See above. Multiple emails to customer service via different email addresses requesting my profile to be removed. No response from company, and my profile listing remains active on the website. **************************************************************

Desired Settlement: Remove my profile completely from the database, and confirm deletion to me via email.

Business Response: Initial Business Response /* (1000, 6, 2015/08/17) */ Dear ******** ** *****, Thank you for contacting Healthgrades via the BBB. While you have emailed multiple times, Healthgrades has responded to each of your emails. 7/31 - Dr. ******** ***** sent in email requesting removal 8/5 - Healthgrades responded (denied) 8/5 - Dr. ******** ***** acknowledged receipt of Healthgrades email by way of responding to email sent by Healthgrades on 8/5 8/7 - provider logged into Healthgrades provider portal which has a separate user agreement, agreed to the terms and made updates (or attempted to make) the following fields: Updated Accepts new patients, removed board certifications, removed degree, changed first name to ****, removed insurance, removed middle name, changed specialty from Anesthesiology to Internal medicine, removed PA license. 8/7 - Healthgrades responded to second email sent in by provider on 8/5 - denied removal 8/7 - Dr. ******** ***** sent another email requesting to hear from supervisor 8/12 - supervisor responded - Privacy policy definition 8/12 - Dr. ******** ***** responded to supervisors email 8/12 - Dr. ******** ***** sent in 2nd email to supervisor. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because Dr. ******** ***** is a practicing provider and the published information regarding his practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this information from our website. Regards, ***** **** Healthgrades

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Being forced to have a profile on this site This company is using information professionals are forced to provide government agencies for billing purposes such as NPI information to create public profiles of individuals against their wishes and refusing to remove them upon request. Making profiles of people on the Internet using information they are forced to provide Government agencies against a persons wishes is unethical. I do not want a public profile in the Internet. I did not make my information available to this company or to anyone for this purpose. The policy of this company in forcing me to have a public profile and refusing to remove it from their website is an abuse and misuse of the information made available for legitimate purposes and the open records laws that allow proper Government oversight by the people. To ignore the privacy requests of individuals that do not want to have a profile on this companies website is a poor reflection on the company. It is exactly this kind of bullying behavior of private citizens by companies such as this that will have to require laws to regulate these things because this company and others cannot kindly respect the privacy concerns and wishes of certain individuals. I have asked this company at least 7 times to remove my information from their website. In addition, in their posted privacy policy it infers that you can opt out of their database but when requesting to do so, they explain that it doesn't apply to not having a public profile on their site.

Desired Settlement: I would like the company to remove my public profile from their website and modify their company policies to reflect respect and consideration for individuals that wish to maintain some level of privacy.

Business Response: Initial Business Response /* (1000, 9, 2015/08/10) */ Thank you for contacting Healthgrades via the BBB. Regarding your privacy and request that Healthgrades remove the profile entirely from our site, I again state that Healthgrades collects information on healthcare providers that is already in the public domain, aggregates such information, and makes it available to consumers for their benefit. While you may not work for a public institution, your state licensing authority, as well as other 3rd party sources, makes information about your practice publicly available as a matter of public policy. Because the information regarding your practice is of interest to the general public and is made available by 3rd party sources, aggregation and publication of such information is proper. As previously stated, you may wish to continue managing your profile and customizing the information available there. As you know, this is a free service to all providers. Regards, ***** ****

8/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Outdated information displayed on website. I have noticed that Healthgrades.com has displayed outdated information about my office location. I have written to them informing them that the information is outdated and that I am not practicing at that location anymore. Health grades.com has refused to remove that information or mention clearly on their website that the information is outdated. I have written to them stating that continuing to display outdated information is misleading and is disservice to customers. I have made it clear to Healthgrades.com that I do not wish to provide my current details to them especially since I am not practicing anymore Healthgrades.com has displayed my age on their website. I am not aware of any publicly available website which provides my date of birth or age. Display of my age is an infringement of my privacy. In an effort to resolve this issue amicably, I requested Healthgrades.com to provide contact information of their legal counsel but they did not respond.

Desired Settlement: Remove my details from the website.

Business Response: Initial Business Response /* (1000, 9, 2015/06/05) */ Thank you for contacting Healthgrades. We did receive an email from you dated 10/12/2014 however I am not seeing that there was a request for our legal counsel's address. Below is a copy of the email: Please remove my profile. Description Contact First Name: ****** Contact Last Name: ******* Contact Email: *********@yahoo.com PWID: null Sponsored: null User Type: Healthcare Provider Major Category: Remove a Provider Comment: The content of my profile is not accurate. Please remove the entire profile. Thank you. I have removed the age from the profile today and this will replicate to our consumer site within 24-48 business hours. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing your information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. To the extent you provide me with an updated business address for yourself, I am happy to complete that update for you. Per your request, Healthgrades legal counsel contact information is as follows Healthgrades Legal Department XXX XXth ******* *** *** ******* ** XXXXX Regards, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (3000, 11, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have informed Healthgrades.com that my profile information is outdated. I have requested that Healthgrades.com that they either prominently display on their website that the details of my profile are outdated or remove my profile in its entirety. They have responded by stating that the information is obtained from publicly available databases. Their response does not address my concern. By refusing to inform their customers that the profile details are outdated they are misleading their customers. Stating that the information is obtained froma publicly available databse is an attempt to deflect my concern. *** I am not under any legal obligation to provide healthgrades.com with my updated information. *** Healthgrades.com may address this solution by clearly stating on the profile of the physician that "The details displayed here are current as of xx/xx/xxxx". This will clearly inform the customer about the validity of the dispalyed data. The current website of Healthgrades.com does not display such information and hence is deceptive to their customers. In my case, I have informed Healthgrades.com that my details are outdated, hence by refusing to mention it on their website, Healthgrades.com is at least in one instance (my case) indulging in deceptive business practice. There are numerous complaints online which state that the vast majority of the data about physicians on Healthgrades.com is outdated. It is so because, customers find out after they try to contact the physician that the profile data is outdated. I would like to re-iterate my request that either Healthgrades.com removes my profile or clearly states that the details displayed in the profile were current as of a particular date in the past. I am hoping that Healthgrades.com in the interest of professional integrity and honesty, will consider my request. Final Business Response /* (4000, 17, 2015/07/27) */ We apologize that we are unable to assist you further however our conclusions remain the same. Regards, ***** **** Healthgrades Operating Company, Inc Final Consumer Response /* (4200, 19, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades.com has refused to further engage and assist in the resolution of this complaint.

8/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Healthgrades misrepresented itself as my doctor's office and solicited personal information. On 7-9 I looked up my personal physician on-line and called the number listed to schedule an appointment. The phone was answered "This is *****, how can I help you." Believing that I was talking to my doctor's office, I gave them personal information including my cell number and birthdate. I began to think something was up when the person couldn't even pronounce my doctor's name correctly. Then they told me that they couldn't schedule the appointment but would forward my call. I thought it might be a phone service for my physician, but now I know that they were not associated with my physician's office at all. They just took my personal information and gave me the REAL number to call! This type of trickery is unacceptable in an environment where the loss of personal information can have drastic ramifications. How can they operate in this manner - without being forthright about who they are and their purpose for needing my personal information?

Desired Settlement: I called healthgrades and asked them to remove my personal information from ALL databases. I do not want my information used or sold by this company in ANY WAY. They told me that they would remove the information but how do I know? I believe that this is consumer deception in its worst form. I wanted to be assured that my information has been removed in all manner, shape, and form from healthgrades and any/all affiliates IMMEDIATELY.

Business Response: Initial Business Response /* (1000, 9, 2015/07/31) */ Thank you for your inquiry. When you dialed the number on healthgrades.com, you called a hospital referral service for which Healthgrades provides call center services. As a provider of call center services, individuals within the call center answer and respond to calls as the hospital referral service. The referral service is provided by hospitals as a public service to facilitate the making of appointments with their physicians who are part of their referral service program. Information you provide is passed ** the physician's office for the purpose of scheduling appointments. In some cases, the physician's office may request the same information again, or additional information. Neither the call center nor Healthgrades has retained any personal information related to your call to the physician referral service. Additionally, as a result of your concern, I have confirmed that we does not possess any information that may have been collected as a result of your use of its website. Regards, ***** ****

8/19/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: False/Incorrect Information posted without permission I am a mental health provider and have found in ****** that I am showing up in search with negative ratings and information related to a practice that I am no longer at and haven't been at when any of the ratings are posted. A long time ago I was seeing patients with abuse, violence, and substance abuse problems as a mental health provider. They usually are not happy when they are removed from the military or mandated to treatment by our clinic staff/myself. None of the ratings listed correlated to when I was in ****** ** but they describe things that I don't even do including couples counseling and discuss malpractice which has never occurred. I suspect these are fake ratings made by angry patients from years ago that were removed from military service or mandated into treatment per military regulation. This site does not require much for someone to post a rating and makes it very easy to type whatever they want without any data to indicate that they are an actual patient. As a military mental health provider who is doing sensitive work now it is imperative that there is not false claims on this website nor did I give permission for my information to be posted (which is incorrect as well). We treat very sick patients and it's important that we are not falsely shown to have negative ratings when in fact we are doing an excellent job as shown through our military records and state licensure. The link is: http://www.healthgrades.com/provider/***-*******-*****

Desired Settlement: Take my entire profile down, when I emailed your company you just tried to tell me to update my NPI information or to sign onto your service, both unsatisfactory resolutions. I would like my profile removed completely from your site and make sure there cannot be any more ratings placed on the site for me as I am a mental health provider and see very sick patients.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Dear ** *******, Thank you for contacting Healthgrades via the BBB. We have responded to your emails and removed the survey functionality (and suppressed the 1 survey on file) from consumer view. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this information from our website. I trust this resolves your concerns. Regards, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your own companies policy prohibits you from removing the listing? There was no permission given to display information on your website, legally if requested you have to comply with the request. I know there are many websites that display public information but they all are required to have a means for people to request removal especially when they work in sensitive jobs. I want to be completely removed from the website. Final Business Response /* (4000, 9, 2015/08/18) */ Dear *** *******, Thank you for contacting Healthgrades via the BBB. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this information from our website I want to assure you that when you emailed us, we removed the survey functionality. This was complete on 7/14/15 . We allow all mental healthcare providers to opt out of surveys. I also wanted to point out that in your complaint you state ... "they describe things that I don't even do including couples counseling and discuss malpractice which has never occurred." At this time, Healthgrades does not have free form reviews ~ only multiple choice, of which none include the statement above. There are sites that do allow free form comments however Healthgrades does not today. In any event, it is a non-relevant point as we have taken away the survey functionality. Regards, ***** **** Final Consumer Response /* (2000, 11, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The website Healthgrades gives false information and publishes physician home addresses The website Healthgrades provides false information to patients, posts patient "reviews" without verifying that the person is an independent individual who saw the me as a patient. I am an inpatient provider but they have data pretending to be from an outpatient rating my "office" and "wait times." They have incorrect data listed for place of practice but have also published my home address.

Desired Settlement: I want my profile, especially my home address, removed from this website, current comments removed and closed to new comments

Business Response: Initial Business Response /* (1000, 5, 2015/04/29) */ Thank you for contacting Healthgrades via the BBB. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. I have removed this address from our database. This will replicate to our consumer site within 24-48 business hours. In addition, I have reported this address to the 3rd party vendor so they can purge this address from all data feeds. Healthgrades does not have open ended comments on our website, rather we have multiple choice surveys. Because you are a mental healthcare provider, Healthgrades allows suppression of functionality for surveys upon request. I have submitted a work request to have the functionality suppressed per your request. Regards, ***** **** Healthgrades Initial Consumer Rebuttal /* (3000, 12, 2015/07/15) */ Hi - I had responded to ****** who was reviewing this case, but have not heard back. The business did take my home address off of their site, but did not respond to my other requests, such as removing false patient reviews and closing the site to further comments for my nonexistent practice. Final Consumer Response /* (4200, 15, 2015/07/22) */ Hi - I am attempting to "re-open" this case, as apparently the BBB associate working on it left, and am not sure how to do so on the website. I am also replying to the email I received. I am still concerned that this website has published false "patient reports" about me, and continues to accept new reports. I am hoping they will delete the false responses and close the site to further comments. I appreciate your assistance. Final Business Response /* (4000, 17, 2015/07/28) */ Dear **** *********, We have suppressed the survey functionality and the surveys. Please let me know if I may further assist you. Regards, ***** **** Healthgrades Operating Company, Inc

7/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Healthgrades is providing a a flawed review system of physicians without any opportunity for text information despite allowing very negative reviews. I have begun to consult with numerous physicians, and have a list of at least 40 physicians with similar issues. I have no reviews online, except one very negative review, with all 1's. Some of my colleagues report that they are reviewed for things that are not their field for example "ease of appointment booking" when they are in the ER. My review is 1/5 for things like the cleanliness of my office, when in fact this is a standard practice, and is factual, not an opinion. Reporting our office is un-clean is tantamount to blaming food poisoning on a restaurant. Reviews should of course continue, but for negative reviews there is no opportunity to place text. FOr me, for example, I received all 1s, for my communication, my knowledge, my office staff, my cleanliness, and my wait time (greater than 45 minutes -- which has not happened). I do not find this feedback helpful, and am unable to learn from this, which is the point of these reviews. In addition, I am concerned that there is no verification process that the person was ever even in our office. At present, I have proven this by creating several false reviews for other MDs, and the screening process (which is to verify that their email is correct) failed. I recently explained this at a NON physician forum and people were surprised. Patients assume there is some validity to these reviews. I have begun to contact the press, and additionally have raised that I cannot be sure that these reviews are not planted by Healthgrades themselves. Their response is to tell us to ask other patients to review us. This increases their traffic. I have the names of at least 10 other physicians, and growing, whom have only 1 review online, and it is a VERY negative review by healthgrades. It's very suspicious that they would stand to gain from planting a negative review. In medicine, reputation is everything. Businesses like Healthgrades should share some of the responsiblity in providing this, rather than excusing themselves as a third party player. There are some physicians whom the Board of Medicine in their state is pursuing action, and they have 5/5 reviews. Education regarding the validity of these reviews should be provided. In my mind, the reviewers must be reviewed. Is this a Better Business Bureau issue, yes it is-- you can be sure. For them to have a high rating with the number of complaints is very disappointing. My reputation can be damaged easily online. I have worked very hard to get here and made many sacrifies. For someone to achieve

Desired Settlement: I believe that creating discourse between said business and a physician group would be helpful. Perhaps if Healthgrades would show some genuine effort to allow comments and text in the review, and mandate said comments for a very negative review. I also would like proof that the 1/5 reviews that occur as the initial review with an organization are not falsely planted. My aspirations are lofty, optimistic, perhaps unrealistic. But, consumers are believing and using these reviews, and they are not trustworthy. I think that this is newsworthy. Lastly, our reputations are being damaged, and there is great precedence with YELP that damaging online reputations has serious consequence. In order for reviews to be of value to the consumer and the reviewed, it needs to provide valuable feedback.

Business Response: Initial Business Response /* (1000, 6, 2015/07/08) */ Dear Dr. ******, We appreciate your feedback via the BBB. I am pleased to let you know that Healthgrades is at the end of internal development that will allow patients to leave comments in a review. These free form comments will still be tied to the ratings however, this is coming soon! Healthgrades operates a website which provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources and accepts user responses to a standard multiple choice survey. Our patient experience survey provides healthcare consumers with the capability to evaluate their experience with a provider by having them respond to a series of predefined questions, in which they provide a numerical rating. Each provider's Overall Patient Experience Score is based on an aggregation of individual patient satisfaction scores and is solely based upon the individual users' own experiences. Highlighting the fact all such responses represent individual opinions is a hyperlink on each provider's profile called, "Patient Satisfaction". Clicking this link offers the following explanation in part: "Patient satisfaction ratings are personal opinions. So before you chose this doctor, take into account the number of surveys they have and all aspects of their background - education, training and specialized experience - to ensure that they are the right fit for you." Unfortunately Healthgrades cannot share individual information about the submitter per our privacy policy posted on our website. Finally, You have inquired regarding the veracity of the patient surveys relied upon by Healthgrades. We do inform the user that by completing the survey they are acknowledging they or a family member have visited the provider. In addition, Healthgrades currently sends the user an email requiring the user to return to the website to validate and publish their ratings. Healthgrades relies on the veracity of the persons completing the surveys. Regards, ***** **** Healthgrades Operating Company, Inc

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Personal cell phone and home address published - please remove 1. I am advertised to be practicing in seffner. This is incorrect. My personal home address and phone number is listed. I would like them to be removed as they are incorrect information in regards to where patient my contact me.

Desired Settlement: Please remove my personal home address and personal telephone number from your advertising or public listing. It is incorrect location and number for my business.

Business Response: Initial Business Response /* (1000, 6, 2015/06/05) */ *** *******'s office administrator notified Healthgrades of the address issue on 5/27/15. We appreciated her letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. On 5/28/15 Healthgrades updated the profile and emailed his office administrator that the profile had been updated on our consumer site. Please let us know if we may further assist. Regards, ***** **** Healthgrades Operating Company, Inc

6/11/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: **************** listing inaccurate, incomplete data with an unverified "anonymous" customer survey. I work in behavioral health as a therapist. My name is ***** ******** and I am contacting you regarding a business in your district. **************** gave me a profile years ago for a mental health clinic that I worked for in 2011. Someone recently gave my first review which was a 1 star review. I am upset about this because (1) I put an extreme amount of care and effort in to my therapy practice (2) I have not worked at that clinic for 4 years and the people I work with as a therapist have extreme behavioral health conditions. (3) I am a therapist not a doctor. The customer survey asks about staff (which I do not have), Doctors Diagnosis (which I cannot give). None of this is applicable to me. The information on the site is inaccurate, unverified and damaging. Can you please have **************** remove this profile so that I do not have to go further and pursue legal action? Here is the link: ***********************************************************

Desired Settlement: I would like my profile and the consumer rating to be removed immediately. Thank you very much. ***** ********, LPC

Business Response: Initial Business Response /* ****** ** *********** */ Thank you for contacting Healthgrades via the BBB. We are in receipt of your two emails sent to us on 5/4/15. Once we have completed our investigation we will reply via the BBB and to you directly. In addition, I have updated your practice address. This will be reflective on our consumer site within 24-48 business hours. Regards, ***** **** Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I do appreciate the reply but want to note that I did not contact you all to change my address. I would like to be removed from the site all together. I am a therapist working with folks with a myriad of Behavioral Health Conditions. I am not a doctor nor can I give a medical diagnosis'. Does this make sense? Thanks. Final Business Response /* ****** *** *********** */ Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing your information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. To the extent you provide me with an updated business address for yourself, I am happy to complete that update for you. We have however, suppress the survey functionality on our website and suppressed any reviews. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Never gave permission to HealthGrades to advertise my business; negative ratings causing less clients.They refuse to delete my listing which I did ask On 2/23/15 I wrote an email to ******* (**@healthgrades.com) at HealthGrades demanding that they delete my business information since I never gave them permission to "advertise" nor "rate" my business or professional performance. To date they have not responded nor complied, my "grade" is still listed negatively under HealthGrades website. Since HealthGrades is the very first entry under a Google search for my name, ******* ** ***, I am not receiving client referrals because they are reading a negative "grade" under my name. HealthGrades also have old, outdated address and information which is causing clients to not call in for appointments. Location is everything in s small business, and clients think I'm at an address which is 4 years old. HealthGrades has been rude, uncooperative and manipulative. Their response to my first complaint emailed to them was for me to update my own information and get "more clients to write positive reviews about you". First of all, I don't WANT to advertise on HealthGrades anything about me or my therapy business. Second, the nature of my work is confidential, and I can't correct or deny anything that is listing by any so-called "clients" who write in negative things about me. Third, California law prohibits me from "soliciting" positive or favorable feedback from any of my clients to any entity, organization or business. Fourth, the HealthGrades negative reviews are causing less clients to come to see me for therapy, negatively impacting my livelihood and ability to make a living. Fifth, the HealthGrades negative reviews amount to lies, slander and hearsay: it's the clients' word against mine, and as I just stated, due to confidentiality laws, I would never be able to state the true reasons why any client would write a negative review about me because that would be violating their legal right to confidentiality. Sixth, HealthGrades is violating my legal rights to privacy about my own private practice, how and when I choose to advertise my own business. I want all my professional information, name, address, telephone number, etc. deleted permanently from HealthGrades website. Please let me know if you can help me in this regard

Desired Settlement: I am demanding that HealthGrades delete all information pertaining to me: my name, business, address, telephone number, reviews, etc. EVERYTHING needs to be deleted ASAP I am demanding that HealthGrades NEVER post anything about me ever again on their or any affiliated websites, and I want to receive in writing confirmation that they have done both of these items.

Business Response: Initial Business Response /* (1000, 9, 2015/03/23) */ Thank you for contacting Healthgrades via the BBB. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this information from our website. We have however, removed the survey functionality because of the specialty and the clientele that you treat. Regards, ***** **** Healthgrades Initial Consumer Rebuttal /* (3000, 11, 2015/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Better Business Bureau: Although HealthGrades did agree to prevent anyone else from posting any kind of reviews about me on their website, and they did delete the two negative reviews previously listed, they still continue to refuse to delete my entire profile from their system/website, despite my having asked HealthGrades multiple times in writing. HealthGrades agreed to delete Dr. ***** ******* psychiatrist, per her own posts online, stating "because you are a mental health professional we will delete your profile". I am also a "mental health professional", yet HealthGrades is refusing to delete my profile as they did for Dr. ******* Here's two links: ************************************************************************************************************************** ***************************************************************************************** As of today 3/24/15 directly due to HealthGrades posting outdated office and business information about me on their website, all without my permission and now totally against my will: (1) several new clients have gotten lost because they went to my old address listed under HealthGrades online (2) HealthGrades agreed to delete Dr. ***** ********* profile on HealthGrades "because you are in the mental health field"and so am I. This is blatant discrimination and unethical business practices, and (3) The insurace information listed under HealthGrades is also inaccurate, incomplete - and their response when I wrote them the foregoing? "It's up to you to update all your practice information" - but I never wanted my business information to be posted on HealthGrades in the first place! I cannot continuously check and correct all websites which have obtained my outdated business information by trolling the internet and stealing my business information from the only legitimate website I do pay for and subscribe to and wish to legitimately represent my business, my therapy practice and my name and reputation: *******************. Therefore, I am once again asking the BBB to investigate this company's unprofessional conduct and require them to be consistent with their policies with "mental health professionals", delete my entire profile from their HealthGrades website, and stop them from doing more of the same to busy, unsuspecting therapists and mental health professionals. Thank you. ******* ** ***, ***** *** Final Business Response /* (4000, 22, 2015/05/21) */ Dear Ms. ******* ***, We are sorry you are dissatisfied with Healthgrades however our conclusions remain the same. Regards, ***** **** Final Consumer Response /* (4200, 24, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject categorically HealthGrades "responses" to date. They have continued to post erroneous, false information about my practice location, resulting in new clients going to the wrong, outdated office address, and HealthGrades has failed to list the accurate insurance companies I am actually a contracted provider with. In short, HealthGrades is continuing to "profit" from the advertisers who pay for use of their website, all against the my wises as a professional whom HealthGrades continues to insist they have the "legal right" to so misrepresent. I am in the process of hiring an attorney to address this matter.

6/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Posting personal and business information about me without my authorization in its website with the purpose of misleading the public. I have contacted the company several times regarding this issue but there is not resolution. This company is posting unauthorized personal and business information about me in its website called "Healthgrade" The company is not respecting my right to request my information to be removed based on privacy policy and personal security reasons. All the opposite when I asked the company to remove my information they updated it and put more instead. The Company was rude, mean and dismissed my request. It appears that posting my information in its website creates more traffic into its website so they can benefit from it. But doing this is misleading to the public by given the impression I have a connection with this website. It also gives the idea that I am part of "Healthgrade" health care provider list. I am not connected with this company. I don't want the public to believe I am connected to "Healthgrade" at any level. "Healthgrade" is creating a list of providers in its website by putting together information from health care providers and other business that are not related to them in any way. The way they do this is misleading the public by making believe there is connection between the health care providers and "Healthtgrade" They do this to create more traffic to its website so they can benefit from it by misleading the public and using unauthorized information. This misleading behavior by "Healthgrade" is not acceptable to me. It damages my image. This behavior has created unwanted phone calls and mailing. It has also affected my right to advertise my business on my own ways and desires.All my efforts to freely advertise my business in my own way it is being compromised by this website. It is creating a liability issue for me since I have not freely chose to advertise my business under "Healthgrade" policies. I want my information to be removed from "Healthgrade" and any other website manage by this company. It is damaging me and my business. I have the right to opt out.

Desired Settlement: I want this company to remove my personal and business information from the company website "Healthgrade" and any other website they manage.

Business Response: Initial Business Response /* (1000, 9, 2015/03/23) */ Thank you for contacting Healthgrades via the BBB. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing this information from our website. Respectfully, ***** **** Initial Consumer Rebuttal /* (3000, 11, 2015/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades is misleading the public by providing information that is not accurately. I am not related to any insurance company nor Healthgrades.It is using my information to create traffic to its website. I request for Healthgrades to honor my right to opt out by respecting privacy policies. Final Business Response /* (4000, 22, 2015/05/21) */ Again, we are sorry you are dissatisfied however our conclusions remain the same. Regards, ***** **** Final Consumer Response /* (4200, 24, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to stay under firm belief that this company called Healthgrades is not in compliance with honest business practices. They are abusive and dishonest in the way they practice they business.I will hold them responsible if any liability issue arises due its action. Per legal advice I am keeping and sending this interchange of correspondence to the board to have in records that I have requested for my information to be removed and this company doesn't want to comply.

6/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False advertisement. I do not have an office at the location they have provided. I left them phone messages and email informing them that this advertisement is false of which I never requested. Product_Or_Service: none

Desired Settlement: DesiredSettlementID: Other (requires explanation) To eliminate profile profile immediately

Business Response: Initial Business Response /* ****** ** *********** */ Dear ******* *********, Thank you for contacting Healthgrades via the BBB. At this time, I have been unable to locate any emails from you using the email address: *******@yahoo.com or searching by your name. Additionally we have had no phone calls where you left a message. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' policies prohibit me from completely removing your information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. To the extent you provide me with an updated business address, I am happy to complete that update for you. Regards, ***** **** Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) It does not address the fact that they are advertising a false address and it is someone's home. They have already called me to complaint about this, since my personal phone number is listed as well. I am not interested in signing up for there services since I did not request this false advertisement to begin with. If they want to find an address it is up to them.I do not want an account with them. As per communicating with them, I have left phone messages and sent e-mail. It feels to me that they are showing arrogance by stating that it is there policy not to eliminate a profile, what about the law and individuals privacy and rights that supersedes any personal policy that they may have. The bottom line is that they are advertising someone's home address as my office and they are also advertising my personal phone number as well. Final Business Response /* ****** *** *********** */ Dear *** *********, Thank you for updating your address with CMS ( The information for the Provider you selected is displayed. The NPI Registry data was last updated on 06/07/2015.) This statement is taken directly from the CMS website. ************************************************************ I am now able to update the address data on our website with the same updated information that you supplied to CMS/NPI on 6/7/15. Our website will be updated within 24-48 business hours. Best regards, ***** **** Healthgrades Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all they are lying about me providing any information to NPI on 6/7/15. This apparently is the date when they finally decided to look at the NPI information. They should have done that immediately when I asked them to make the corrections. They still have not taken off the Ridgewood address which is a private residence, they have listed it as a second location. What is wrong with these people??

4/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: INACCURATE, WRONG INFORMATION - REFUSES TO REMOVE PROFILE or INACCURATE REVIEWS A review was written for a previous practice where the physician worked in a completely different discipline, and for a company where many of it's patients were unhappy due to wait times. The physician is now the owner of his own practice, where patients are very happy. However, health grades, has kept all his old reviews for the previous practice and transferred them to his current practice. All his medical surgeries he performs are completely inaccurate and all his information is wrong! When asked to remove the review since it doesn't apply, or to remove his profile. They of course refuse. They want to appear as though patients are using their website and do not care about the accuracy of their information. Our other doctor has retired and no longer has a medical license. Of course they won't remove his name from their website. Patient's are being mislead.

Desired Settlement: Remove the physician's name from the website. Or at least the review that's inaccurate.

Business Response: Initial Business Response /* ****** ** *********** */ Thank you for taking the time to write via the BBB. Unfortunately we cannot assist you without further details ~ we need the providers full name and city/state of practice. Also, please include the specialty. We will need to investigate your complaint and the surveys of the provider. Thank you, ***** ****

4/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades creates surveys of professionals w/o true verification and/or from confidential patients, & false info on providers. No ability to remove Falso advertising that providers are of a certain quality w/o any verification and refuses to eliminate providers who protest. Places their website at the top of search engines w/o any proof as to truth of claims against professionals, despite no malpractice or verifiable problems. Incorrect information of providers services. Anyone can go onto the website and make false claims, especially if they have an axe to grind e.g., in my profession mentally ill patients, custody litigants who are unhappy with outcomes.

Desired Settlement: removal from health grades database and hopefully, no ability to harm other providers reputations. I AM NOT ALONE, please see many other complaints.

Business Response: Initial Business Response /* (1000, 5, 2015/03/24) */ Thank you for contacting Healthgrades via the BBB. We have removed the survey functionality from the profile. We allow mental healthcare providers the option of not having surveys because of the clientele they treat. Regards, ***** **** Healthgrades

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a retired physician. My license is retired. I am not a provider. Three times I have requested to have my account removed. They refuse. Why?? I am a retired physician. My license is retired. I am not a provider. As I understand it, Healthgrades mission and purpose is to provide the public with information concerning healthcare providers and facilities. I am neither. After three requests I cannot get my account removed. Is part of their mission to provide information on non-providers? That does not serve the public and it has caused me a lot of headache. At this point this seems like unnecessary harassment. Please honor my request.

Desired Settlement: Remove my name. Remove my account.

Business Response: Initial Business Response /* (1000, 8, 2015/02/23) */ Healthgrades continues to maintain profiles for retired physicians in case a former patient is looking for information and is not aware of their current, professional status. The profile displayed accurately reflects the sanction information from the state; information that is publicly available. Contact details and PES have been removed so that consumers do not attempt to reach out for an appointment or attempt to complete a survey. Retired physicians do not appear in search results on Healthgrades and are only visible through a direct name search via a search engine or through a saved link. Initial Consumer Rebuttal /* (3000, 11, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Sirs/Madams, I appreciate your response. I understand your policy. The disposition of former patients was my responsibility. They can find me and my status. Over the past 10 months they have all been well informed and no further web service is needed. I ask that you please remove me from your rolls, even if this is an exception, as a courtesy. The information is publicly available through other sources. My personal issues are a private matter and are resolved. There was never any clinical/quality issue. The public does not benefit from knowing my past since I am not in, and will never be, a position to effect them as a health care provider. Your understanding and consideration will be appreciated. Final Business Response /* (4000, 15, 2015/03/20) */ I apologize however our conclusions remain the same. Final Consumer Response /* (4200, 17, 2015/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keeping me on your rolls/website does not in any way benefit anyone. Thus, the only possible reason to not accept my request is to inflict harm upon me which is occurring. You are harming not only me but my wife and children. Is that your mission? Do you feel it is your obligation to persecute? One thing I have learned over the years is that everybody has some sort of problem and that we all make mistakes. We all want our friends or loved ones to have a second chance. In my years as a physician I have learned to let anyone who is in a bad situation know that they are forgiven and that "today" they have a chance to start over. It has wisely been said that we should treat others as we wish to be treated. I am not your brother, son, or friend. I am anonymous and am probably judged by preconceived notions that makes it easier to believe I don't deserve a kind gesture. I understand, we are human and basically flawed. Maybe you will feel differently when the nest person asks for help. Sincerely yours,

3/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades is publishing my home address. I have contacted them and requested that they remove my profile. They refuse Healthgrades has published my home address without my permission. I am receiving patient correspondence at my home address. I contacted them and they want a photo of my drivers' license. Healthgrades is a private company and, as such, has no ownership of my private information so I should not have to provide them my drivers' license in order to correct my information. so I told them to remove my profile and they refuse. This is similar to Google earth issues where Google has been required to remove photos of private individuals' properties because they did not have their permission to post them.

Desired Settlement: Have my profile removed from healthgrades.

Business Response: Initial Business Response /* (1000, 6, 2015/03/09) */ Thank you for contacting Healthgrades via the BBB. Healthgrades shows that your user account was authorized on 5/5/14, enabling you to make updates at any time. I also show that your address was updated in January, 2015 and we did email you the source of the home address. Healthgrades provides information on physicians as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information from publicly available sources. While we collect information that is in the public domain for licensed physicians, many elect to manage their own profiles and update them with their current information. Because information regarding physicians' practices is publicly available and of interest to the general public, Healthgrades' business policies prohibit me from removing any licensed and practicing provider from our website. Respectfully, ***** ****

3/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A score of "80" previously "93" ...these scores are applied without consistency as the parameters explained to me did not apply to other physicians. I have inquired as to how these scores are generated with ms. ****. According to her information, the scoring is not consistent with other physicians and is potentially damaging to individual physicians with more experience and training. My score was initially 93 when i went onto this website and is now 80. only difference now is that i have achieved additional certification and another year's experience in my field. I want my profile removed.

Desired Settlement: Remove my profile.

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ Dr. ******* - It is important to Healthgrades that we provide the best possible result to the consumers that visit our site. To that end, the Experience Match score is designed to be responsive to the specific term that a consumer searches. You, as a provider, may receive a different score if the consumer searches on a specific disease, condition, or procedure vs. when they perform a specialty search. The score can also change over time as data gets updated and added to your profile. It is not a single score that is held constant from search to search. A complete list of the criteria that can influence the Experience Match is provided below. Conditions Treated: Evidence the provider treats a condition that matches the consumer's search (based upon medical claims data or directly sourced from the provider or their representative) Procedures Performed: Evidence the provider performs a procedure that matches the consumer's search (based upon medical claims data or directly sourced from the provider or their representative) Patient Volume of Conditions Diagnosed or Treated and/or Procedures Performed: Total volume of patients this provider has diagnosed, treated or performed procedures on over the past 12 months for this specific condition or procedure (based upon medical claims data) Total Patient Volume: Total volume of patients this provider has seen over the past 12 months (overall - not specific to condition or procedure) Board Certification: Whether the physician has a certification from a board received by Healthgrades Specialization: What specialty/specialties this provider practices, relative to the search performed Board Actions: Validation that this provider is free of board actions Sanctions: Validation that this provider is free of sanctions Malpractice: Validation that this provider is free of malpractice claims (not available in all states) Education, Degree obtained: MD, DO, etc. Regards, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know see that all of the physicians have the same score regardless of hospital affiliation (previously stated to be part of scoring), regardless of patient surveys (previously stated to be part of scoring). The lower scored physicians appear to not be board certified as their only reason for lower scores. These scores change regularly without clear reasons. Final Business Response /* (4000, 13, 2015/02/23) */ Healthgrades provides information on physicians as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information from publicly available sources. Because information regarding physicians' practices is publicly available and of interest to the general public, Healthgrades' business policies prohibit me from removing any licensed and practicing provider from our website. Final Consumer Response /* (4200, 15, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The resolution has nothing to do with the complaint.

2/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company has listed my home address on my public profile. I have sent them request to remove my profile in writing twice. I have also created an online account and attempted to remove/change the address to no avail. I am a single mother and treat those with severe mental health issues. Having my home address listed places my safety at risk. The information is found at http://www.healthgrades.com/provider/*****-******-y9sf6vz

Desired Settlement: I am simply asking that my information (at the very least my address) be removed from your site.

Business Response: Initial Business Response /* (1000, 5, 2015/02/09) */ Thank you for contacting Healthgrades via the BBB. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. I do see that you have updated your address to 123 Main Street (most likely a false address). I am happy to put in a practice address if you would forward to me your professional address. The public data source is still displaying your home address as your business practice address and I'm concerned that this source will override the false address in a future data load. Regards, ***** ****

2/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to Remove Unauthorized Personal Information Despite Numerous Requests - Violation of Privacy Policy In November, 2014 I discovered that HealthGrades was posting my personal information on their website without my consent or authorization. They are listing me as a "service provider," which I believe is fraudulent. I am a student in a healthcare profession, but do not yet practice independently and do not have an independent license to practice. I began emailing with requests to take down my profile in November and have done so consistently since this time. Despite numerous emails, I have received very few replies and the replies I have received have refused to remove my information. This is a violation of the company's own privacy policy, listed on their website, which states that an individual may contact them to have their personal information removed. The company has refused to comply with this policy and has still not taken down my profile. Of greatest concern to me is the fact that the company is listing my private home address, which is unlisted anywhere else and which I do not want publicly available. This is a violation of both my privacy and safety. Despite my requests, they are refusing to remove my home address (which I asked for at minimum if they would not remove my entire profile). I have been ignored by this company or given unsatisfactory responses since my initial requests in November. I believe their listing of me as an independent provider is fraudulent and a misrepresentation to the public about my status as a provider. I also want to report their violation of their own privacy policy, by refusing to remove my profile and personal information despite numerous requests on my part. Assistance in resolving this matter would be greatly appreciated. All I am asking for is removal of my private, personal information that is being listed without my authorization, and I would like this done as soon as possible. Thank you. Best regards, ******** *****

Desired Settlement: Removal of my private, personal information that they do not have my authorization to post publicly. I want my profile and home address removed from their website as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2015/02/10) */ Thank you for contacting Healthgrades via the BBB. Your initial contact with Healthgrades was 12/5/14 via Live Chat with Agent ******* who denied the request for removal. On 12/9/14, I followed up the live chat with a personal email to Ms. ***** again denying the request for removal but did offer to update the address information. The address information that Healthgrades has on file was acquired by the Centers for Medicaid and Medicare Services. Whoever filled out the paperwork for Ms. ******** NPI number listed the address: *** ***** **** ****** ******* ** XXXXX as her business practice address. When Healthgrades downloads the CMS file with 3.8 million providers, we only load the 'business practice address'. Files from CMS are part of public domain. Ms. ***** responded to my email dated 12/9/14 on 12/23/14 stating that her attorney was going to contact us. To my knowledge, we have not heard from her legal counsel. The Privacy Policy applies to information collected from users of the **************** website, not the separately obtained publicly available information that populates the provider profiles on the website. The policy specifically refers to the collection of a user's personal information through the website. Because we may collect information about the user (such as email their address, demographics, IP address, etc.) we are required to explain how we use the information and how the user may opt-out from our future use of the information. Healthgrades did recently update the address to ** *** **** *** ***** ** XXXXX. This change will replicate to our consumer site within 24-48 business hours. Respectfully, ***** ****

2/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Want my information removed from this site as I have not signed up with them nor do I feel their business practices are legal. Healthgrades.com is a website that posts public information about healthcare practitioners online. Supposed patients or clients can go to this site to get information about the practitioners or write reviews. Problem is the review process and checks and balances is worthless. There is nothing from stopping me from writing negative reviews on other practitioners. I have one review on this site and of course it is negative. I have no knowlege of who wrote the review or what was specifically said. Only way to write a response to the negative review is if I sign up with healthgrades.com which is a form of blackmail. If healthgrades is going to publish my information then they have a responsibility to make sure the information is correct which includes confirming that those writing the reviews are actually legitimate clients or customers and not someone posing as such. Google and yelp publish my information because I signed up for accounts with them. I did not nor will I ever sign anything with healthgrades.com. Through google and yelp those writing the reviews have to show at least their email giving the practitioner a chance to respond. Healthgrades.com leave the reviewers annonymous giving the practitioner no chance to fix the problem. These negative reviews can be damaging to a business. Now if the review came from a true client of mine and they truly were unhappy with my care then that would be fine but healthgrades.com is not showing me who wrote the review and therefore can not prove to me or others that the the information in the reviews is even correct or legitimate. This is damaging to my business. If you want to post my public information then make sure it is correct. If you are going to allow for reviews then you need to show me and others that the reviews are legitimate and are legitimate customers of mine and not one of my competitors.

Desired Settlement: I wish for healthgrades.com to either 1. take my information off of their site. 2. Allow me to respond to the reviews without me having to sign up for their site ( I do not want to sign up on their site as I would then be giving them permission to use my info) 3. Prove to me that the person writing the review is actually a client of mine. If you dont remove my information or prove to me that the reviews are from legitimate clients then I will consider it as an act to damage my business and will take appropriate actions. Your verification process sucks and you need to fix it.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ Thank you for contacting Healthgrades via the BBB. Healthgrades operates a website which provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources and accepts user responses to a standard multiple choice survey. Our patient experience survey offers consumers the ability to access actual user responses to a predefined set of questions, and provides them with an aggregated patient satisfaction score based upon such users' own experiences. Highlighting the fact all such responses represent individual opinions is a hyperlink on each provider's profile called, "Patient Satisfaction". Clicking this link offers the following explanation in part: "Patient satisfaction ratings are personal opinions. So before you chose this doctor, take into account the number of surveys they have and all aspects of their background - education, training and specialized experience - to ensure that they are the right fit for you." As opinions, the responses to the surveys are protected statements under the law. Regarding your request to remove the profile entirely from our site, I again state that Healthgrades collects information on healthcare providers that is already in the public domain, aggregates such information, and makes it available to consumers for their benefit. Because the information regarding your practice is of interest to the general public, publication of such information is proper. You may also wish to continue managing your profile and customizing the information available there. As you know, this is a free service to all providers. You may also wish to encourage your patients to complete more surveys to make your profile even more robust. We also have a new feature in our provider portal, "About Me" where you can add your care philosophy and respond with a general statement regarding surveys on your profile. You may access this portal by going to: https://update.healthgrades.com/account/sign-in Regards, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (3000, 7, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information contained is public domain. However the review process is damaging to the Doctor. To prove my point I set up a fake email and posted a review on myself. Nowhere did I have to list dates of service, what service was provided, or any explanations to my responses. Your wonderful verification process is simply clicking a link in the email. What is to stop my competitors from creating fake emails and writing negative reviews. You say I can respond if I set up a profile but my questions is... Who am I responding to? There are no names given. Who is to say the customer writing the review wasnt happy with the services because their insurance wouldnt pay for a service. At least on google reviews you have to list your email or your name so the doctor can put a face to the review and know who you are responding to. Healthgrades the review can be made by anyone creating a fake email and thus a fake experience at my office. Healthgrades knows their review protocols and checks and balances are sub-par and do not provide an accurate or fair review process and thus this can become a case of slander. You know the reviews process is horrible. There is absolutely no way to prove the person writing the review was actually a patient of mine. There is no accountability for the person writing the review and thus this is damaging to the businesses being reviewed. If you want to list my public domain information then by all means do so but either fix your review system so those writing the reviews have to list their emails and their names or take take my profile down. Also there are a lot of cases where healthgrades is listing the wrong information. If you are going to show public info then make sure the info is up to date otherwise this is damaging to a business. If Healthgrades is going to list the information then Healthgrades needs to make sure the info is correct otherwise you are posting FALSE information. It isnt the business's responsibility to make sure the info that Healthgrades posts is accurate. It is also not right that in order for me to respond to a review that I have to sign up for an account with Healthgrades. I want nothing to do with Healthgrades and thus will not sign up for an account with you. Healthgrades has numberous complaints against them all relating to the same things. Fix the problems Healthgrades. Final Consumer Response /* (4200, 11, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Looks to me this is a losing battle and that you will have a scripted response for anything I say. Fact is you are relying on the honesty of your reviews. You hope that they were actually patients and actually came in for treatment. Then you send an email to this honest person and have them verify an email address. Wow what a wonderful verification process. I do not see anyway that a competitor or etc could sign up for a fake email that takes less than 30 seconds, fill out a fake survey on Healthgrades.com, then verify their fake email address by clicking a verify button in an email they received. Nope I dont see any possibility for bogus reviews to be written. Give me a break. You guys are a joke. Oh and PS just so you know I wrote a fake review on my profile doing just what I said above. Now I ask you... If your verification process is so great you tell me which one is the fake one and which is the real one? Give me hard evidence of which one is the fake one. Final Business Response /* (1000, 15, 2015/02/19) */ Mr. Gilles, We are very aware that you submitted a survey on yourself. Providers, on occasion, treat themselves and family members. I can, if you wish, remove that survey (but this will only bring your score down). I am sorry that you have been dissatisfied with our service however our conclusions remain the same. Regards, ***** **** Healthgrades Operating Company, Inc

1/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Personal cell phone and home address published - please remove 1. I am advertised to be practicing in Washington State. This is incorrect. 2. Personal cell phone and home address have been publicized. The two websites are: http://www.healthgrades.com/physician/dr-*****-*******-gctqb http://www.healthgrades.com/physician/dr-*****-*******-gctqb/background-check

Desired Settlement: Please remove personal data (personal cell phone; home address). It would be greatly appreciated. Thanks very much!

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ Thank you for contacting Healthgrades via the BBB. I am happy to update your information. I do see that you are practicing in Mass. Would you like me to update the address to the Chelsea Naval Hospital with the main phone number? Regards, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (2000, 7, 2015/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) That's a great idea. Thanks!

1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a mental health clinician and have recently found I show up in the search bar with negative ratings. I see a number of people including those with violent tendencies and anger issues. They may not be satisfied when I tell them they cannot hit or threaten or choke their spouse and when he/she files for a divorce they blame the clinician and rate me negatively. Had HG known I do not specifically work with depression and anxiety issues and instead (more with couples often with anger issues) they might figure out the rating is being made by an angry client. I feel this site does a poor job of allowing providers to know who made the complaint or verifying the specifics before they allow someone to rate a clinician. I recently discharged a client who was sending flowers, cards and being very inappropriate. I even had to get law enforcement involved. This person may be the one complaining. Please do not feed into her negativity. She is very ill. This was obviously a false rating since I have no staff, schedule is made by me and am very open to scheduling the next day even. My office was redone entirely two years ago and is very nice. After I sent my initial complaint to HG's they changed my location (as that was incorrect) and changed the ratings on the staff, office cleanliness and ease of scheduling an appt.

Desired Settlement: Take my name and the remarks down. I have a number of concerns with what you are doing and feel you simply tried to sell me on your services when I sent you an email asking to have my name removed. This is very serious. Due to the nature of some of the clientele I serve, it is also very unfair. Thank you

Business Response: Initial Business Response /* (1000, 8, 2015/01/15) */ Per your request, Healthgrades has removed the reviews and removed the survey functionality because of the clientele that mental healthcare providers treat. Healthgrades does not charge any fees to provider or consumers. Thank you, ***** **** Healthgrades Operating Company, Inc Initial Consumer Rebuttal /* (2000, 10, 2015/01/21) */ From: ******@aol.com (mailto:******@aol.com) Sent: Wednesday, January 21, 2015 8:20 AM To: Heather Vicars Subject: Hello, I just wanted to let you know that the matter has been resolved. They seem to have taken down the rating and although I am still on there, people are not suppose to be able to rate me. Thank you for your assistance with this matter. ******* *******, LMSW

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A profile with an unverifiable negative review was created without my permission. HealthGrades cannot verify that an actual patient made the review. I requested that HealthGrades remove my profile, which they said they could not do. I am not a doctor. I see mainly clients under 18, who supposedly cannot complete reviews per HealthGrades rules; yet, there was a review created. HealthGrades has absolutely no way to verify that the person that reviewed me was actually a client, subjecting me to libel and slander. I have been harassed recently by an ex-employee who was forced to resign due to theft and sexual harassment of me; I strongly believe that he created a negative review of me due to the timing of recent events. I do not want to be subjected to further harassment by him via HealthGrades.

Desired Settlement: Please remove my HealthGrades profile at once.

Business Response: Initial Business Response /* (1000, 7, 2014/12/29) */ Thank you for contacting Healthgrades via the BBB. I have reviewed your complaint and Healthgrades has removed the survey functionality so that no one can leave reviews. Please let me know if we may further assist you. Regards, ***** **** Healthgrades Operating Company, Inc

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Use of inaccurate info. Co. does not answer phone and only provides voice mail. No call back to resolve issue and difficult and timely to contact. The name of ***** T. ******* RN is listed on healthgrades under my home address. The contact address provided on my complaint is the address I want removed from their website. This is incorrect information as *** does not reside at my address and my address is not a business. I have contacted Healthgrades and continue to come against voice-mail with all que options provided. WOW.........Great customer service. I want my address removed from their website immediately!

Desired Settlement: I want my address removed from the website pronto!!

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Dear S ******, ***** ******* (or his agent) provided the address: 3258 N Colonial Dr, Wauwatosa, WI XXXXX to the Centers for Medicaid and Medicare Services as his business practice address. CMS makes this file public via NPI. We urge you to please contact the source (CMS/NPI) of the bad data to have this corrected. Once CMS has updated their file, Healthgrades will be able to update the information. Thank you

12/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False, inappropriate review of my office posted on HealthGrades website A person posted a one star review of my office on HealthGrades website.I contacted HealthGrades to dispute the review. The review was posted by a person that did not want to pay her insurance co-pay. She only posted derogatory/false reviews after she was sent to collection (after trying to collect for five months). HeathGrades not only refused to remove this false posting, they removed a five star rating post that was up on their site for three years.

Desired Settlement: Remove the false one star post and return the five star post that existed for three years.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Thank you for contacting Healthgrades via the BBB. While we understand your frustration with patient experience scores, at Healthgrades we believe that they are one of three important considerations for consumers when selecting a physician next to a physician's experience and their hospital affiliation. In addition to these scores, we publish information on physicians' board certification, education and training, malpractice and sanction information to help consumers make a well-rounded decision. We also publish the number of survey responses completed so that consumers can determine whether to take the score into consideration in their decision making or not. In order to target areas for improvement, you can view the breakdown of your scores on your profile page. It is important to note that Healthgrades does not rate doctors and the scores solely reflect the opinions of patients. While we understand that your time is limited, we have sent leave behind cards that will provide the address to your Healthgrades profile so that you can include with your discharge papers and encourage more surveys which will likely increase your score. Initial Consumer Rebuttal /* (3000, 7, 2014/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) When my office was made aware of the one star review, we believed it was a fictitious review as none of the HealthGrades review questions described our office character. When we realized that the responses submitted were attributed to a patient that did not want to pay their co-pay and only submitted derogatory reviews after we sent them to collection, we notified HealthGrades that this review was totally false and attributed to a vindictive person. We thought that HealthGrades would be receptive to the facts of the case and remove the one star review; however, we discovered that HealthGrades has no intention of posting factual reviews. HealthGrades response states the patient scores are important considerations along with the physician's certifications, education, training,malpractice and sanction information. The issue is that the latter physician information is all factual while the "patient" reviews are not. In addition, the "patient" reviews are all anonymous. In this instance, we were able to know who the person was that posted the review and relate the facts; however, when presented with the facts, HealthGrades still chose not to remove the inaccurate review. Also, there was a five star review of our office that was posted for years and HealthGrades chose to remove it, stating it did not meet their review criteria; even though it was listed for a number of years. How could it not meet their criteria, yet they listed and posted the review? Final Business Response /* (4000, 13, 2014/12/15) */ Dear ******* ******, Based upon your own words, you stated that... " The review was posted by a person that did not want to pay her insurance co-pay. She only posted derogatory/false reviews after she was sent to collection (after trying to collect for five months)." The criteria was met for this being a patient, per your own admission. Thank you, ***** **** Healthgrades Operating Company, Inc Final Consumer Response /* (4200, 15, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. ****, The issue is that the person posted a false and derogatory review because the person did not want to pay the co-pay as required by the insurance company. It would be the same if someone posted an anonymous/false/derogatory statement about you on the internet. Unfortunately for the practitioner, the person and your company can hide behind HIPAA rules. Either remove the false review or remove my office from your web site. We did not request for our practice to be listed on Healthgrades; primarily due to the inaccuracies you allow to be posted. Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They will not let me remove a profile that they have made for me online without my permission. That seems illegal. I have attempted to have my profile removed from this site twice and have been told that they will not remove it, because the information is public record. This seems illegal, especially because I am not opting to have my information published by them! Please someone help me with this situation. Thank you!

Desired Settlement: I would just like my information removed.

Business Response: Initial Business Response /* (1000, 5, 2014/11/17) */ Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because you are a practicing provider and the published information regarding your practice is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from completely removing your information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. You can access this free portal by going to : https://update.healthgrades.com/account/register

11/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Website had incorrect information about Dr. *****. Requested removal and still have not been removed. Dr. ***** began contacting Healthgrades in August of 2014 by email/website inquiry to be removed from their website. I have requested this removal because I am no longer in full time practice and I do not practice at the address listed. This can be confirmed with simple due dilligence by calling the listed practice in Takoma Park directly. The last email written on August 18th went unanswered. I subsequently called Healthgrades and was told this issue would need to be handled by a manager who would call me. As of October 29, 2014, I have not received a phone call. I would like my profile removed from this website. I did not consent for my name to be used on this website. Healthgrades is a for profit venture and should not be utilizing my name in any form or fashion to further their gain. I am again requesting to be removed from this website.

Desired Settlement: Removal of my name and profile from the website.

Business Response: Initial Business Response /* (1000, 5, 2014/11/04) */ Thank you for contacting Healthgrades via the BBB. Healthgrades provides information on physicians as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information from publicly available sources. While we collect information that is in the public domain for licensed physicians, many elect to manage their own profiles and update them with their current information. I do see that you have registered to use our free provider portal and the address we currently show is one that was stamped approved by you or your representative and is the same address that is currently on file with the Maryland Board of Medicine. If you would like us to change this address, you may do so through our provider portal: https://update.healthgrades.com/account/sign-in Because information regarding physicians' practices is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from removing any licensed and practicing provider from our website. Regards, ***** **** Healthgrades

11/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: A profile set up without my permission, including my picture, home address. Plus the information is grossly incorrect. I responded to an email from healthgrades.com to be listed on their website for new clients. After I learned that healthgrades is specifically for physicians and the like, I requested to remove my name from their list and unsubscribed from further emails. A week ago, a new client told me that she had found me on google and when I typed my name into google, healthgrades.com was at the top of the page. There I was, looking at myself, my address which is my home. They listed me as a doctor which I am NOT. There are also reviews on me and either they are falsified or someone is us impersonating me. Either way, the information is incorrect. I contacted healthgrades.com via email a week ago and did not receive a response. This Tuesday, 9/2, I phoned the Denver, CO office and left a msg on the customer service voicemail. I have yet to hear back from them.

Desired Settlement: I want my profile deleted from their website.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ Thank you for contacting Healthgrades. The current address that the provider verified or supplied is : *****************************************. Also, the provider supplied the photo via our provider portal on 10/1/2011 at 3:14pm MST. Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because Ms. **** ****** is a practicing provider and the published information regarding Ms. ******'s practice is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from completely removing Ms. ******'s information from our website. Initial Consumer Rebuttal /* (3000, 7, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I may have supplied the address to my work, however the photo had not been taken at the time they cited in the response to my complaint. I requested that I be removed from healthgrades.com because right on the front page of their website, is find a doctor information and I am not a doctor nor have I ever stated I am one. There are also a couple reviews of my services on the site with an unfavorable result. These of course are subjective, however the information acquired is perhaps legit if I were a doctor, again which I am not. The answers given are for a doctor's office, not for a massage therapy business. I admit that I work with a number of other people and I cannot control my environment. This is an unfair assessment of myself and my profession. Some of the information acquired is publicly available and of interest, however the way it is obtained presented is abhorrent. I don't care one iota about Healthgrades' corporate policies. If these are their practices, I cannot believe they are in good standing with the BBB. Final Business Response /* (4000, 13, 2014/10/22) */ Ms. ******, You may access the provider portal (you previously set up an account in Oct of 2011) and remove the image that was uploaded. https://update.healthgrades.com/account/sign-in?pcid=hg-doc-header If you have forgotten your password, you make request that by clicking on the 'forgot password' link. Thank you, Cindi Rife Healthgrades Final Consumer Response /* (2000, 18, 2014/11/10) */ Issue resolved

11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Healthgrades website published(purporting to be about my medical practice), my home address and phone number, my wife answers call for my office daily Healthgrades website published(purporting to be about my medical practice), my home address and phone number, my wife answers calls for my office at my home several times daily.This is a problem for patients, as we do not have a home answering machine, so if she is not home the patients assume we are simply not answering the phone. We may lose business this way. And it it simply wrong to do.

Desired Settlement: Remove my home address and phone number immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ Thank you for contacting Healthgrades. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. I do see that you updated your address through our free provider portal! Please feel free to reach out to me directly if you have questions or concerns. Regards, ***** **** Healthgrades *****@healthgrades.com

10/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The company has listed my home address on my public profile. I am a physician in Kingsport, TN. My profile is on Health Grades (even though I never approved it). Multiple office locations are listed for me, including my home address. My home address actually appears directly next to my name. This is a major privacy violation as I do not wish for patients to know where I live. I have attempted to remove the address myself by registering as a user and managing my on-line profile. However, when I log in to my account, my home address is no where to be seen. I only see it when I am looking at the public page. I have requested that the company remove this address as soon as possible.

Desired Settlement: I only wish for the company to remove my home address *************************************** from my public profile.

Business Response: Initial Business Response /* (1000, 5, 2014/10/09) */ Thank you for contacting Healthgrades. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. I have checked the profile today and the home address is no longer showing on our consumer site. Please feel free to reach out to me directly if you need further assistance. Thank you, ***** **** *****@healthgrades.com

10/9/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received a negative and unwarranted review on Healthgrades which has effected my business. Healthgrades posted a negative review of my business. I reported this review and it was removed because it was sent from an unreliable address. Several months later the same review was posted. I reported the review to Healthgrades again but they refuse to remove it this time because they claim it is a "new review" and the email address is now reliable. This is the same review from the same peson who is harrassing me. I have lost business because of this review and my reputation has been damaged. Please note that Heathgrades has my incorrect office address and please note tht they have listed my home addreess as well. I work withthe forensic population and it is not safe for me or my famly to have my private address published.

Desired Settlement: Healthgrades posted a negative review of my business. I reported this review and it was removed because it was sent from an unreliable address. Several months later the same review was posted. I reported the review to Healthgrades again but they refused to remove it this time because they claim it is a "new review" and the email address is now reliable. This is the same review from the same person who is harassing me. I have lost business because of this review and my reputation has been damaged. Please note that Healthgrades has listed incorrect office address and please note that they have listed my home address as well. I work with the forensic population and it is not safe for me or my family to have my private address published. I am seeking that the negative review and my profile be removed from Healthgrades. I am also requesting $500,000 dollars in damages be paid to me for lost business and for damages to my professional reputation.

Business Response: Initial Business Response /* (1000, 8, 2014/06/12) */ Thank you for contacting Healthgrades via the BBB. I have reviewed this case internally and we do not disclose any information regarding patients who fill out surveys. Our outbound email to you on 5/14/14 states that "This is a NEW survey for 2014. We removed a survey 9/30/13 from a previous case. We do NOT state that this is the SAME patient. The address information was rectified through an email from you and this has been corrected in our database at that time. Healthgrades will not remove profiles of practicing healthcare providers. Such information is a service to consumers, patients and other healthcare professionals to find the right care, the right doctor and the right hospital. Initial Consumer Rebuttal /* (3000, 10, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Healthgrades. Please note that in the survey I am being reviewed as if I were a medical doctor which I am not. How can the survey assess my medical knowledge when I am not a medical provider? I am very disturbed that my home address was published against my will and against my knowledge. Healthgrades says they have rectified this matter. Please tell me how you got my personal address. Please tell me how you can assess the damage done to me already by publishing my personal address. My confidentiality is a matter of personal safety for me and my family. How many people found out my personal address because of Healthgrades? Fianlly, there is something suspicious about a survey being removed and then the same survey resurfacing. I am requesting that Healthgrades remove my profile immediately. Final Consumer Response /* (4200, 14, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The survey asks questions about my medical knowledge therefore I am being rated as physician. It is fraudulent to represent me as medical provider. The office address you have for me is inaccurate. This is another fraudulent representation of me. My specialty is psychotherapy. When I called Healthgrades I was informed that "your survey was taken down and then put back up". What does this mean? Your listed my personal address. What responsibility do you take for the damage this has done to me. Are you willing to pay for a security system for my home? Final Business Response /* (4000, 24, 2014/09/03) */ Mr. ********, Healthgrades made modifications to your profile mid-July. Please review the profile at the following link: http://www.healthgrades.com/provider/********-********-y93bc

10/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: MISLED to believe I was in contact with my doctor's office. My doctor's name and address is listed with a healthgrade's telephone number. They trick you into thinking you are calling your doctor all the while stealing your information without your consent. When I called the number their representative pretended to work in the same office. I thought I was speaking to the receptionist in my doctor's office. She took my name, telephone number, address and medical condition. These people are sicker than I am. After I hung up I immediately realized that something was wrong. So I did a quick research, and discovered that Healthgrade is committing the most unhealthy of practices. DECEPTION. I called back 2 minutes later, and spoke to the same rep, ********. She was very surprised and flustered when I called her out on what she had done. She said she would not disclose any of my private information. I asked her why she pretended to be a receptionist in my doctor's office, and told her to remove my information from their system. This company should be stopped. People deserves their privacy. They have no right to do this to unsuspecting people, and especially to those who are ill.

Desired Settlement: I want my private information wiped from their system.

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ Thank you for contacting Healthgrades via the Better Business Bureau. The caller reached a HIPAA compliant physician referral call center. This physician referral is a free service to the community provided by the hospital through its call center. All physicians participating in this service are in good standing at the Hospital who is marketing their services on the Healthgrades.com site. The information you provided to the call center is confidential. Initial Consumer Rebuttal /* (3000, 7, 2014/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why was the Healthgrades telephone number listed under my doctor's name and address? Why wasn't I informed that I had reached a call center? This is deliberately set up to mislead people and take their private information without their consent. This is a breach of privacy and it is unacceptable to me. My medical condition is not something I wish to share with healthgrades. They are sneaky, and what they are doing is wrong. They should be stopped. Final Business Response /* (4000, 9, 2014/09/24) */ Again,this physician referral is a free service to the community provided by the hospital through its call center. All physicians participating in this service are in good standing at the Hospital who is marketing their services on the Healthgrades.com site.

10/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Healthgrades refuses to remove inaccurate information nor verify source of reviews. Healthgrades refuses to remove inaccurate listing. I closed my practice in ******** *** and noted negative reviews. Several were for Dr. *** ****, a female psychiatrist with a similar name that practiced in ******* as well. Unlike Yelp, vitals.com or other sites who recognized that when I brought to their attention, Healthgrades refused and insisted that their verification of valid email was sufficient. Healthgrades does not verify reviews - several companies have offered using shill reviews that work well on their site. I have since closed my private practice and work in an eating disorder clinic. Instead of removing my listing as asked, they transferred to the ED clinic location. My objection that, at the very least, the ratings were not accurate (such as office and waiting room time ratings which were ostensibly from another city), healthgrades refused to remove my listing.

Desired Settlement: I am no longer in private practice. The reviews (some of which I believe are inaccurate) are clearly erroneous as they rate another location. (Which is very deceptive for readers) I am asking that Healthgrades remove my listing and information. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/10/03) */ While we understand your frustration with patient experience scores, at Healthgrades we believe that they are one of three important considerations for consumers when selecting a physician next to a physician's experience and their hospital affiliation. In addition to these scores, we publish information on physicians' board certification, education and training, malpractice and sanction information to help consumers make a well-rounded decision. We also publish the number of survey responses completed so that consumers can determine whether to take the score into consideration in their decision making or not. In order to target areas for improvement, you can view the breakdown of your scores on your profile page. It is important to note that Healthgrades does not rate doctors and the scores solely reflect the opinions of patients. I am happy to send you leave behind cards that will provide the address to your Healthgrades profile so that you can include with your discharge papers and encourage more surveys which will likely increase your score. Please send me an email if you have interest in this: *****@healthgrades.com Regards, ***** **** Manager Health Grades, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I believe inaccurate reviews for the wrong provider are present. I have had to remove erroneous reviews from other sites. Thankfully their review system indicated complaints for a female doctor. There is/was another chinese psychiatrist in ******** Dr. *** **** who has been confused for myself several times on online sites. There has been no way to verify if the reviews are for myself, Dr. ******** **** or for Dr. *** ****. 2. There is no review process for vindictive and malicious review. One patient whom I refused to continue providing Adderall for her poor compliance has carried through on her threat to write multiple negative reviews. Again, other review sites such as Yelp and Vitals have been able to investigate are remove her multiple reviews using several email accounts. 3. By allowing reviews of office environment and staff from one location to transfer to another very different location without explaining or distinguishing, is patently allowing false information to propagate. Say if I have a one star review at one office site for "office cleanliness" or "office staff courtesy" but wind up moving to another state and working for a different company, one would think that those office STAFF reviews should stay at the original location. They do not, showing a significant weakness in the over simplified, non-narrative star system that Healthgrades uses.

10/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Posting misleading information about me on website Dear Better Business Bureau, This letter is a complaint against healthgrades.com. HealthGrades is listed as having the address 999 18th street Ste. 600, Denver, Colorado. My profile (******** ********* MD) is listed as having 2 Board actions: Failure to keep adequate medical records (9/15/2011) and Failure to keep adequate medical records (8/26'2011). It is easy to read this and the other wording and assume that there are 2 charges of failure to keep adequate medical records. That is incorrect. There was only one charge against me that was cleared. The way this information was displayed on the website was confusing and can lead to misinterpretation. Please refer to the ***** Medical Board website. Under my name (******** ********* MD) there are 5 actions under Status history. Description: License issued effective date 02/01/1981 Description: Active effective date 03/01/1981 Description: Complaint filed effective date 08/23/2010 Description: Under Board order effective date 08/26/2011 Status Cleared Description: See previous order effective date 09/15/2011 Every physician who practices in ***** has two Board actions: License issued and Active. HealthGrades does not list these actions. HealthGrades chose to state that I had two Board actions instead of five or one. This was an arbitrary choice that did not reflect the fact that I had only one complaint that was cleared. If HealthGrades wants to present accurate information it should list all Texas physicians as having two Texas Medical Board actions or it should revise its display for all Texas Physicians to list Texas Board complaints filed. The complaint against me was actually written against a nurse practitioner that I formerly employed. This nurse practitioner changed the patient's dose of Synthroid from 0.05 mg to 0.075 mg but did not record this in her progress note. I supervised her properly and she did not inform me either. The patient was supposed to return for a follow-up visit before running out of medication to assess the effects of the dosage. Instead the patient called for a refill and was given a refill for the 0.05 mg dosage. She could have complained to me and informed she was taking the 0.075 mg dosage. She could have taken 1 ½ pills of the 0.05 mg dosage or she could have come to the office and gotten free samples. Instead she filed a Texas Medical Board Complaint. I did not make the error. I could not have prevented the error but I was the employer so the complaint went forward. The Board ruling reads that there was no harm to the patient and I disagree with the Board finding against me. The posting on HealthGrades makes it look like I am a bad doctor because of 2 Board Actions against me. There was only one action which was cleared after I did 8 credits of continuing medical education. I want Health grades to list accurate postings which are not misleading to the public instead of arbitrarily picking some of the actions in order to make certain physicians look bad. If they are listing under the title Board actions then they should list every Board action for every physician instead of listing selected actions and giving the impression that they are listing all board actions. I want them to change my listing to show clearly and unambiguously that there was only one complaint which was a board action. They also should change the Heading Board actions for every physician or list all Board actions for every physician they list. Sincerely yours, ******** ********* MD

Desired Settlement: Dear Better Business Bureau, This letter is a complaint against healthgrades.com. HealthGrades is listed as having the address 999 18th street Ste. 600, Denver, Colorado. My profile (******** ********* MD) is listed as having 2 Board actions: Failure to keep adequate medical records (9/15/2011) and Failure to keep adequate medical records (8/26'2011). It is easy to read this and the other wording and assume that there are 2 charges of failure to keep adequate medical records. That is incorrect. There was only one charge against me that was cleared. The way this information was displayed on the website was confusing and can lead to misinterpretation. Please refer to the ***** Medical Board website. Under my name (******** ********* MD) there are 5 actions under Status history. Description: License issued effective date 02/01/1981 Description: Active effective date 03/01/1981 Description: Complaint filed effective date 08/23/2010 Description: Under Board order effective date 08/26/2011 Status Cleared Description: See previous order effective date 09/15/2011 Every physician who practices in Texas has two Board actions: License issued and Active. HealthGrades does not list these actions. HealthGrades chose to state that I had two Board actions instead of five or one. This was an arbitrary choice that did not reflect the fact that I had only one complaint that was cleared. If HealthGrades wants to present accurate information it should list all Texas physicians as having two Texas Medical Board actions or it should revise its display for all Texas Physicians to list Texas Board complaints filed. The complaint against me was actually written against a nurse practitioner that I formerly employed. This nurse practitioner changed the patient's dose of Synthroid from 0.05 mg to 0.075 mg but did not record this in her progress note. I supervised her properly and she did not inform me either. The patient was supposed to return for a follow-up visit before running out of medication to assess the effects of the dosage. Instead the patient called for a refill and was given a refill for the 0.05 mg dosage. She could have complained to me and informed she was taking the 0.075 mg dosage. She could have taken 1 ½ pills of the 0.05 mg dosage or she could have come to the office and gotten free samples. Instead she filed a Texas Medical Board Complaint. I did not make the error. I could not have prevented the error but I was the employer so the complaint went forward. The Board ruling reads that there was no harm to the patient and I disagree with the Board finding against me. The posting on HealthGrades makes it look like I am a bad doctor because of 2 Board Actions against me. There was only one action which was cleared after I did 8 credits of continuing medical education. I want Health grades to list accurate postings which are not misleading to the public instead of arbitrarily picking some of the actions in order to make certain physicians look bad. If they are listing under the title Board actions then they should list every Board action for every physician instead of listing selected actions and giving the impression that they are listing all board actions. I want them to change my listing to show clearly and unambiguously that there was only one complaint which was a board action. They also should change the Heading Board actions for every physician or list all Board actions for every physician they list. Sincerely yours, ******** ********* MD

Business Response: Initial Business Response /* (1000, 5, 2014/04/18) */ Thank you for contacting Healthgrades via the BBB. We have responded to the complaint filed by the office manager ********* ******* for ******** A *********, MD. This response is referenced under complaint # XXXXXXXX. A copy of that response is below: Ms. ******* The 2 actions we have listed reflect the original sanction by the ***** Medical Board and the termination of the conditions associated with that sanction. That information is accurately represented on our site. Respectfully, ***** **** Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not address a single one of the issues I raised in my complaint. Although the material presented on the ***** Medical Board site is clear and unambiguous, the way this is presented on the Healthgrades website is misleading and incorrect for EVERY ***** physician, especially those who have had a Board complaint. Every Board complaint is counted by Healthgrades as two Board actions rather than as an action which was dismissed. This is grossly misleading to the public who assume that there are 2 Board complaints rather than one, and damaging to the physician's reputation. EVERY ***** physician has at least 2 Board actions, issuance of a license and activation of a license. Healthgrades lists these as no actions. If healthgrades was truthful and correct in their display they would list 2 Board actions for each physician. They have arbitrarily decided to call some board actions, actions and to not count others. This is misleading. Please ask Healthgrades to correct their display to show a true non-misleading representation of the facts and to correctly reflect ***** Board actions. Final Consumer Response /* (4200, 11, 2014/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Better Business Bureau, This response by HealthGrades is fraudulent and 100% incorrect.Not a single one of the isues I raised was addressed in their response. Every physician licensed in Texas has two ***** Medical Board actions- issuance of a license and activation of that license but HealthGrades lists these as zero actions. In my case if you look online the number of actions listed is not two but HealthGrades lists two. If HealthGrades wants to be honest they need to list two Board actions for every Texas licensed Physician. They are acting in bad faith and have made no effort to address any of my complaints or correct any of their wrongdoings. sincerely yours, ******** ********* MD Final Business Response /* (4000, 19, 2014/09/03) */ I have forwarded the information to our sanction department regarding Dr. *** so that they may further investigate and update the profile as necessary. Thank you, ***** **** Healthgrades

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have requested that healthgrades.com delete my profile from their website due to negative reviews. They refused to delete my profile, stating they do not delete profiles unless a practitioner dies or retires. See part of their response to my two requests (April 23, 2014 and May 1, 2014): Dear ****** *****, ******** Healthgrades, were committed to making sure your profile is accurate and completeand that it clearly differentiates what you do and how you do it. Because giving patients the information they need to choose the right doctor is what Healthgrades is all about. Please note, Healthgrades will only remove profiles for provider's that are retired or deceased. I told them I will speak to my attorney and have her contact them if they do not remove it. As of today, July 22, 2014, it's still on their website. I saw that many other providers have made complaints about this business and received the same response as I have. I know it is my right to have my information deleted if I want to but this company does not seem to respect that right. Therefore, before I spend money to have my lawyer intervene, I saw that making a complaint to your company seemed to be an effective way that other professionals have used to resolve this issue. please help me with this as I do not want my profile with them anymore. Thank you, ****** *****, ****** NH License *****

Desired Settlement: DesiredSettlementID: Other (requires explanation) Permanently delete my profile from healthgrades.com and never put it back on their website.

Business Response: Initial Business Response /* (1000, 8, 2014/08/08) */ Because information regarding physicians' practices is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from removing any licensed and practicing provider from our website. I apologize if there was confusion regarding Healthgrades policies. I am going to look into the patient reviews for you. Please give me a week to look over this issue and get back to you with a resolution. Initial Consumer Rebuttal /* (3000, 10, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the profile removed. They are not a government website and therefore are not required by any law to make this information public against the wishes of the practitioner. Any other website would have to delete the information if requested by a user. They are no different. DELETE MY PROFILE. Final Consumer Response /* (4200, 14, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my profile deleted. I don't know how many times and how many ways I have to ask, but PLEASE REMOVE MY PROFILE IMMEDIATELY AND PERMANENTLY. Final Business Response /* (4000, 17, 2014/09/03) */ Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because Ms. ****** ***** is a practicing provider and the published information regarding Ms. *****'s practice is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from completely removing Ms. *****'s information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. Healthgrades is not prohibited by law from conducting our current business practices.

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have never authorized this business to use my name on their website. They obtained public information from government sources in order to include it on their website, however those government sites had asked my permission and obtained authorization before publishing such info. Healthgrades takes this information and feels they can use it to promote their own business, without the permission of the professionals they are publishing. I have requested in several emails for them to remove my profile, yet they refuse stating I need to "correct" my info on the government sites. I am not wanting to "correct" info, I want my name taken of the Healthgrades site. Also, they are also misrepresenting me as a "Doctor" as indicated on their search bar titled "DOCTORS, DENTISTS, HOSPITALS." I am not a doctor, and would not want my clients believing I am a doctor, which the State of Ca forbids me to advertise myself as such, yet healthgrades does not make this differentiation. I want my name removed immediately for these reasons.

Desired Settlement: I want my name removed from the Healthgrades Website.

Business Response: Initial Business Response /* (1000, 13, 2014/08/14) */ Thank you for contacting Healthgrades via the BBB. Healthgrades provides information on healthcare as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information from publicly available sources. While we collect information that is in the public domain for licensed healthcare providers, many elect to manage their own profiles and update them with their current information. Because information regarding healthcare providers' practices is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from removing any licensed and practicing provider from our website. Your address has been updated to reflect your current practice address:******************************************************* Healthgrades is listing you as MAMFT. We do not list you as a physician. Thank you, ***** **** Initial Consumer Rebuttal /* (3000, 15, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Those other public sites (NPI & BBS), requested and informed me of the information being made public, as those are official governmental regulatory agencies pertaining to my license. Healthgrades has not informed me of the use of my name on their site, therefore if it is not removed, I will be forced to seek legal recourse. Healthgrades is making money off of the use of my name being posted on their site by being able to advertise themselves as a consumer business representing licensed professionals. They even are inviting ratings of these professionals without their permission to do so. The public is unaware that this site does not represent me nor my clients. Remove my profile immediately. Final Business Response /* (4000, 18, 2014/09/03) */ Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because Ms. ****** **** is a practicing provider and the published information regarding Ms. ****'s practice is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from completely removing Ms. ****'s information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information. Healthgrades is not prohibited by law from conducting our current business practices.

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades uses my name and will not delete my name from their database. They Have another phone number for my medical practice. Healthgrades uses my information to attract subscribers who are given a wrong phone number for my practice and then refer these patients to another doctor. They will not take down my information even if I have asked them to.

Desired Settlement: Delete ****** ****** MD from Columbus GA from your database.

Business Response: Initial Business Response /* (1000, 8, 2014/08/04) */ Thank you for contacting Healthgrades via the BBB. Per your request, we have undesignated you from our PDC client program and removed your photo from our website. We are sorry to see you go. The phone number that was presented on your profile was for our call center, who was hired by Columbus Regional to accept calls for physicians participating in the PDC program. The call center collects demographic information for its affiliated physicians, then forwards the call to your practice, not to another doctor as you indicated. If you have different phone number or practice address you would like to appear, please forward the information to me directly *****@healthgrades.com or post the address in the response to the BBB. Initial Consumer Rebuttal /* (3000, 10, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like HealthGrades to Take my information off their website completely. Final Business Response /* (4000, 14, 2014/09/03) */ Healthgrades provides information on healthcare providers as a free service to consumers, patients and other healthcare professionals. In its provision of this service, Healthgrades aggregates information related to provider practices from publicly available sources. Because Dr. ****** ****** is a practicing provider and the published information regarding Dr. ******'s practice is publicly available and of interest to the general public, Healthgrades' corporate policies prohibit me from completely removing Dr. ******'s information from our website. However, while we collect information that is in the public domain for licensed healthcare providers, many providers elect to manage their own profiles for free on our website and update them with their most current information.

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: company misrepresented itself as a doctor's office, obtained personal information I was researching doctors and found the site healthgrades.com. It listed a doctor's name and address, and a phone number. I called the phone number assuming it was associated with the doctor's office, and the representative took personal information from me without divulging that they were a third party, and that I could have called the doctor's office directly. They then transferred me to the doctor's office, who had to ask for all the personal information again. The receptionist had not heard of healthgrades.com, and did not know the phone number that I originally called.

Desired Settlement: healthgrades.com needs to indicate both on the web site and when their phone number is called that they are not the doctor's office and then give the doctor's direct phone number. They should not be able to collect personal information by pretending to be the doctor's office. I need to be informed as to what they are going to use my personal information for.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ Thank you for contacting Healthgrades via the BBB. **** ****** reached a HIPAA compliant physician referral call center. This physician referral is a free service to the community provided by the hospital through its call center. All physicians participating in this service are in good standing at the Hospital who is marketing their services on the Healthgrades.com site. The information you provided to the call center is confidential. Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The healthgrades.com web site did not (and still does not) identify that the listed phone number does not belong to the physician, even though it appears directly below the physician's name and address. Their response to my complaint states "provided by the hospital", but I did not attempt to contact a hospital; I was trying to contact the physician at his office, which healthgrades.com mislead me into thinking I had. I believe that healthgrades.com gets paid for each call that they send to the physician referral call center that they mention in their response. I informed them via email on 8/22/2014 that the phone number listed for Dr. ******* was incorrect. On 9/10/2014 the phone number listed for Dr. ******* on healthgrades.com has been changed, but it still rings to the same physician referral call center. I think their web site needs to explicitly state that the phone number listed does not belong to the physician, but instead rings to a referral service. And if they do receive any financial compensation when people call the referral service, that should also be stated.

8/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am Doctor, and Healthgrades posted FALSE complaints, ANONIMOUSLY, in so called patient satisfaction surveys that are damaging our office reputation. The company uses a "1 to 5 stars evaluation system", without asking for any specific comment from the person who posts the review. Besides, Healthgrades does not post information on the person responsible for the comments, so the occasional reader has to wonder about what could have happened to generate such a response. This kind of innuendo service is misleading for the public and potentially subject to legal action. Any patient who does not pay his bills (and we have a few) or even a competitor can post a negative "stars review" anonymously to damage the doctor's reputation. To respond online to any of these issue, the doctor has to sign up on a personalized profile page, and PROVIDE HEALTHGRADES WITH FURTHER PRIVATE INFORMATION ABOUT THE PRACTICE, that Healthgrades can then sell to marketers. There is no phone number on the website to contact Healthgrades for a complaint, just a page in which I had to provide PLENTY OF PRIVATE INFORMATION TO THE COMPANY, which I have no intention to provide, of course. I had to find their phone number via the BBB (whose services are IMPECCABLE, THANK YOU!!!)

Desired Settlement: I REQUEST THAT HEALTHGRADES IMMEDIATELY REMOVE FROM THIR WEBSITE ANY NEGATIVE RESPONSE ABOUT OUR PRACTICE, AND BLOCKS ANY FUTURE NEGATIVE POSTS ABOUT THE PRACTICE AND THE DOCTOR IN GENERAL. WE NEVER ASKED TO BE PRESENT ON HEALTHGRADES, AND WE REQUEST TO RECEIVE INFORMATION ON THE INDIVIDUALS WHO ARE POSTING THE EVALUATIONS. We have a right to know the identity of the people who are trying to damage our professional reputation, and Healthgrades is protecting them. And if there is a legitimate complaint, we have a right to discuss it PRIVATELY with the patient, and NOT PUBLICLY on a website, violating every existing professional Ethics rule.

Business Response: Initial Business Response /* (1000, 8, 2014/04/10) */ Thank you for contacting Healthgrades via the BBB. We completed the survey investigation on 3/25/14 and notified you of the results via email. We do not require you to 'sign up' in order to post a comment to the survey results and I apologize if you were misled. You may submit a 400 character (including spaces) response to the surveys directly to me at *****@healthgrades.com. This comment will have to be audited before posting to our consumer site. Respectfully, ***** **** Initial Consumer Rebuttal /* (3000, 16, 2014/04/30) */ Dear Sir/Madam, The company HAS NOT REMOVED the hateful comments from their website, and is REFUSING to disclose the information about the person who posted it. The fact that they allow a doctor can answer the complain that is anonymous is useless. How can a doctor post a response without knowing who the patient who posted the comment iss? This website is quickly becoming a site that shelters -thanks to anonymity- unethical competitors and patients who refuse to pay their bills and are trying to damage good doctors' reputations. Anyone who posts a comment should of course be allowed to do so, BUT NOT ANONYMOUSLY. Anonymity is a very suspicious practice, and no website who keeps this kind of practice should obtain a high rating from the BBB. Final Consumer Response /* (4200, 21, 2014/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades keeps avoiding addressing the most important FLAW in their services: the public posting on their website are ANONYMOUS, and the company refuses to disclose the e-mail address of the individuals who "rate" medical and dental offices. As a result, the company effectively shelters malicious individuals who, under cover, try to affect the good name of doctors. It is a right of every American citizen to be informed of the identity of any individual who is affecting his/her professional reputation, and to be able to respond with the appropriate individualized information. Healthgrades has REPEATEDLY REFUSED to address this request of disclosure of the identity of the "negative raters". How can a doctor respond properly- even via their website- without knowledge of the episode that generated the negative response? Final Business Response /* (4000, 23, 2014/08/11) */ The purpose of the patient experience survey is for consumers/patients to express their opinion through a multiple choice format. How a consumer rates his/her experience with the provider and/or the provider's office staff is a matter of opinion. Ultimately other consumers/patients, who view these ratings, draw their own conclusions and decide on whether or not they will rely upon that information. We regret that you've been dissatisfied with our services. Also, Healthgrades is bound by HIPPA regulations and cannot release the names/email addresses of patients. Again, I apologize if there has been confusion regarding our policies.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want my name removed from their website, per their posted privacy policy. I have asked 3 separate times and have been denied each time. I want my name removed from ***************** Their privacy policy states "At any time, a You may contact ************ via e-mail to request: Removal of Your Personal Information from ************' database." I have contacted them on 3 separate occasions now, via email (as recommended on their website) and have been denied my request each time.

Desired Settlement: I want my name and credentials removed from their website.

Business Response: Initial Business Response /* (1000, 5, 2014/08/04) */ Thank you for contacting ************ via the BBB. The Privacy Policy applies to information collected from users of the ************.com website, not the separately obtained publicly available information that populates the provider profiles on the website. The policy specifically refers to the collection of a user's personal information through the website. Because we may collect information about the user (such as email their address, demographics, IP address, etc.) we are required to explain how we use the information and how the user may opt-out from our future use of the information. I apologize if there has been confusion regarding ************ policy.

8/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: ************ has published personal(address, phone#) and false infos (insurances) about myself online. This needs deletion.*********************** I am a 63 year old **************** who has worked as an independent contractor for the ****** for the last 10 years. I recently found my name in the ************ online site showing personal information about myself (personal address and phone number)as well as false information about the ****************** I accept. For the last 10 years, I have only seen ****************. I am unsure who is the individual who made a complaint about me in that site but he/she did not seem to know my work address so this raises questions about the legitimacy of this complain. Recently I have also received multiple "unavailable" phone calls in the middle of the night at my home, which might have originated in the publishing of my personal address and phone number online. I am requesting deletion of those informations ASAP I do not wish to update my professional address and phone number online as I presently am not working full time and do not have a regular employer Sincerely, **********************

Desired Settlement: I am requesting deletion of the information published about myself online

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Thank you for contacting ************ via the BBB. Because you are working for the **** ************ has suppressed the profile from our consumer site. Please let us know if we may further assist you. Initial Consumer Rebuttal /* (2000, 7, 2014/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades.com has posted inaccurate information about me and ratings based on this misinformation. I wish to be removed from their website. Healthgrades.com has posted inaccurate information about me and ratings based on this misinformation. I wish to be removed from their website.

Desired Settlement: I wish to be removed from Healthgrades.com website. I believe their ratings and misinformation is slander. The information on their site is incorrect and I have never authorized anyone to post about me on that website.

Business Response: Initial Business Response /* (1000, 8, 2014/07/24) */ The address has has been updated to include Beth ****** Medical Center. Healthgrades regrets that you are dissatisfied with our services however our conclusions remain the same. We will not remove publicly available information from our website.

8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Disclosed my home address and personal cell phone without my consent or knowledge. I work with seriously ill and sometimes violent psychiatric patients. This website advertises my home address and personal cell phone, putting my family and 8 month old daughter at risk. Clients can easily look up my personal information to stalk, intimidate, or physically harm me or my family. I have called to have information removed and also submitted a web request. I have heard no response.

Desired Settlement: I would like my name and personal information permanently deleted from their website.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ Thank you for contacting Healthgrades. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. I have updated the address/phone number to: VA Pittsburgh Healthcare System, University Drive Division University Drive C Pittsburgh, PA XXXXX XXX-XXX-XXXX http://www.va.gov/providerinfo/pittsburgh/detail.asp?providerid=4390 Regards, ***** ****

8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My personal and profession information is listed on the website not only erroneously but without my written or verbal permission. I never authorized the posting of my profile or photo on this website. I was never asked if I would like to participate on this website. My personal and profession information as well as photograph are listed, some of which is grossly incorrect. I have a very unique name and for this reason, I try to minimize my online footprint so patients cannot gather personal data about me. For concerns for my own personal safety, I would like my information removed from this website entirely and immediately. Posting information about me without my express permission is a violation of my privacy.

Desired Settlement: The only request I have is that healthgrades.com permanently remove my profile from its website including all profession and personal information and the photograph and never post it again in the future without my written authorization. Sincerely, ****************

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Thank you for contacting Healthgrades via the BBB. ***************, a current client of HG, provided the photo. Up until last Friday 6/20/14, this provider was a designated member of Dignity's PDC program. Healthgrades has removed the photo however, we will not remove the profile of an active clinical healthcare provider. When confirming the providers address through the California Medical Board, the CA Med Board has her home address. Healthgrades has not displayed this home address on our website, rather her practice location is displayed on Healthgrades.com which is consistent with what is available with Sutter Health and ***************. I apologize if there has been confusion regarding our policies. Initial Consumer Rebuttal /* (3000, 7, 2014/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The executives & workers of this company should have their own personal & professional information up for display on the internet and see how they like it. To list individuals online without their permission is wrong and violates the privacy of those individuals regardless of whether it is "legal". I once again request for my profile to be completely removed. If dignity health, provided the information, then that is no longer valid as I am no longer a dignity health employee. The practice location you have listed is INCORRECT and therefore you are providing your "clients" with outdated and incorrect information. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2014/07/14) */ Healthgrades updated the practice address to be in line with what is publicly available from Sutter Health http://www.sutterhealth.org/dr-silaja-yitta.html per my previous response. The CA Medical Board is showing the provider's home address, however, Healthgrades did NOT and would NOT use that address despite its also being publicly available. If you have another practice address you would like to appear, please forward it to me directly crife@healthgrades.com or post the address in the response to the BBB.

7/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company selling my name as a current list of US Urologists in the practice of Medicine when I have not been in practice for over 10 years. Company extracts names from the internet and other sources and compiles lists of physicians, in my case Urologists who are practicing medicine in the US and may be available for hire or relocation. When contacted, they refuse to remove my name from the list, they will only agree to "update my current information." I am being continuously called at my place of work for job offers by companies seeking to hire a Urologist. The latest company states that their lists were reported to be "up to date and accurate." I wish this company to permanently remove my information from their database.

Desired Settlement: Remove all my data from their database.

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ Thank you for contacting Healthgrades via the BBB. When a provider requests to be removed from Healthgrades, our reps have to primary source verify the retired status. In your case, your licensure is active in both Texas and Illinois. I am unable to locate any records of you contacting Healthgrades via phone or email (I'm happy to look further into this if you can provide more detail; date of contact, channel of contact etc). Healthgrades does NOT 'sell' any provider data to any outside companies or 3rd party vendors. There are companies that do this but not Healthgrades. Given this information and that I have NO records of you contacting Healthgrades in the past, I'm wondering if you perhaps contacted a different company besides Healthgrades? I have requested that our data management team investigate the retired status of this provider. If we find there isn't any health claims data for you for the last 2 years, Healthgrades will mark the profile as retired and present to consumers a search page so they may find a like provider. Initial Consumer Rebuttal /* (3000, 7, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sirs: One may be retired from the active practice of medicine and still retain an active license(s). There is no requirement that one's license be revoked / deactivated when one chooses to exit the practice of medicine. I AM actively employed in the pharmaceutical industry; I also have an active medical license. I do NOT practice medicine. Your company lists me as an actively practicing physician. This in an error and is causing me harm. Other companies, specifically recruiting agencies, utilize this data as if it were current contact information to harass me at all hours with employment requests. They expressly list your company as the source of the contact information. Whether you sell it or make it freely available in order to generate advertising income from web hits is irrelevant - you facilitate commercial companies to access your database in order to contact physicians. I DEMAND to be removed from your database. I HAVE contacted your representative who only demanded that I "Login and update my information" despite all my requests to be removed. I have no obligation or intention to comply with any procedures on your end. This communication should be considered the "primary source verification" of my retirement from the practice of medicine. Please remove me immediately from all databases referencing me forthwith. Regards, ***** ****** Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 9, 2014/07/24) */ Thank you Dr. ****** for providing further detail. With this further information, I'm pleased to tell you that I have marked the profile for suppression. This process will take up to 5 business days to be reflective on our consumer site. Best regards, ***** **** Final Consumer Response /* (2000, 11, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Listing Provider's who are not or NEVER been associated with our medical office. I have sent over 6 requests asking for an update. 6th request filed 07/11 07/03 This is a fifth request. If you are unable to help - I respectfully ask you contact me with a person or department who can help. 5th Request = Remove this Dr. from out address.. she has NEVER worked here and needs to be REMOVED from the address ASAP ********* ******** MD Obstetrics & Gynecology 1130 NW 22nd Ave Suite 520, Portland, OR 97210 (1 more) This Group does not exist:- PLEASE REMOVE the names in association, HULTON LEVANDA COHEN & MURRAY HULTON LEVANDA COHEN & MURRAY 1130 NW 22nd Ave Suite 520 Portland, OR 97210 * Phone Number ************ HULTON LEVANDA COHEN & MURRAY HULTON LEVANDA COHEN & MURRAY 1130 NW 22nd Ave Suite 520 Portland, OR 97210 * * From: ***** ********* mailto:**********@bridgeviewwomenshealth.com Sent: Thursday, June 05, XXXX XX:XX AM To: '*******' Subject: RE: Healthgrades Customer Support Bridgeview Women's Health, LLC * 1130 NW 22nd Ave., Suite 520. Portland OR MD's Include: Physicians and Surgeons ***** S. ***** MD ****** F. ****** MD, MPH *** M. ******* MD ***** H. ******* MD ***** M. ******* MD, MPH Nurse Practitioner *** *********** WHNP 3RD Request = Please remove this Dr. from out address.. she has NEVER worked here and needs to be REMOVED from the address ASAP ********* ******** MD Obstetrics & Gynecology 1130 NW 22nd Ave Suite 520, Portland, OR 97210 (1 more) This Group does not exist:- PLEASE REMOVE the names in association, HULTON LEVANDA COHEN & MURRAY HULTON LEVANDA COHEN & MURRAY 1130 NW 22nd Ave Suite 520 Portland, OR XXXXX * Phone Number * Directions HULTON LEVANDA COHEN & MURRAY HULTON LEVANDA COHEN & MURRAY 1130 NW 22nd Ave Suite 520 Portland, OR XXXXX * Phone Number * Directions Thanks! ***** ***** ********* Practice Manager Bridgeview Women's Health, LLC 1130 NW 22nd Ave., Suite 520 Portland, OR 97210 P XXX-XXX-XXXX F XXX-XXX-XXXX

Desired Settlement: Correction of advertising Deleting the Providers not affiliated with our group

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Thank you for contacting Healthgrades via the BBB. Your request to update ********* ******** MD was completed on 7/11/14. We have also removed all providers that were in the group practice Hulton Levanda Cohen & Murray per your request. Healthgrades also added the following providers to Bridgeview Women's Health, LLC on 7/11/14: ***** ***** MD ****** F ****** MD *** M ******* MD ***** ******* MD *** *********** WHNP If you have further updates, please feel free to contact me directly. Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home address and personal contact information is listed on the Healthgrades site which compromises my privacy and safety. I came upon my Healthgrades "profile" listing during a random internet search. I had not created this profile but was informed my information was provided to them via NPI system; it was at this time that I requested Healthgrades to update the information or preferably close and delete my profile. I also contacted the NPI agency, changed my information and requested Healthgrades update my information to reflect said changes. The requested changes have not been made and a Healthgrades representative informs me that I should register with the site to expedite the issue. It is not my intention to register and give my business to an organization which has so little disregard for my privacy and safety. I have gone through the appropriate channels to remedy this matter however due to their noncompliance, I am submitting this claim.

Desired Settlement: I am requesting that Healthgrades delete my profile. If I am unable to achieve this through the proper channels, I will hold Healthgrades responsible for future litigation fees and compensation for lost wages.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Thank you for contacting Healthgrades via the BBB. I have researched your complaint. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. The CA Dental Board (as well as NPI) had your home address listed as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. I have updated the address to: XXXXX LE CONTE AVE LOS ANGELES, CA XXXXX-XXXX Phone Number: XXXXXXXXXX which is on file and publicly available with NPI (in addition, the home address is still showing as the business practice address). This change that I made at Healthgrades.com will replicate to our consumer site within 24-48 business hours. Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company poses as doctors' offices, so customers give them personal details. Customers think they're speaking to the doctor's office,but they're not. I searched for a doctor online, and found a doctor on the Healthgrades website. Next to the doctor's address, they list a local telephone number for that doctor. I called the number, and they took down all of my personal information including date-of-birth, cell phone number, address and full name. I thought I was speaking with the doctor's office. But, I was actually speaking with a Healthgrades call center. They took all of my personal information while posing as the doctor's office. They did not state they were with Healthgrades or who they actually were. Since, they listed a local phone number next to the physician's address, one would think they were speaking with the doctor's office--not a referral company. I am very upset that I divulged personal information to a company who posed as my doctor. They basically impersonated a doctor, which is potentially a violation of HIPPA. If not that, it's definitely misrepresentation. They should be upfront when answering the phone that they are not a doctor's office, and the website should state that they are a referral company and not a particular doctor's office.

Desired Settlement: I feel that I divulged private information about myself to a company that I thought was my doctor's office. It is impossible to get back my personal information, and it's hard to place a value on losing that information. I want to know what they plan to do with my information. Do they save, store or resell my information to other companies? I would like to sue them from doing this to other customers, and I would like to be repaid for any costs/time for trying to protect my personal information.

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ Thank you for contacting Healthgrades via the Better Business Bureau. The caller reached a HIPAA compliant physician referral call center. This physician referral is a free service to the community provided by the hospital through its call center. All physicians participating in this service are in good standing at the Hospital who is marketing their services on the Healthgrades.com site. The information you provided to the call center is confidential.

7/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My name listed and it was supposed to be removed after deactivating my national provider ID number. I no longer work for the place listed Name is listed with an address that I am no longer affiliated with. I also am not a counselor.

Desired Settlement: Removal of name and data.

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ Thank you for contacting Healthgrades via the BBB. When a provider requests to be removed from Healthgrades, our reps have to primary source verify the retired status. In your case, your NPI was recently inactivated and confirmed on 6/30/14. Healthgrades is suppressing the profile on **************** and we will present a search page so that patients/consumers may find a like provider. Initial Consumer Rebuttal /* (2000, 7, 2014/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied because my name was removed as requested.

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested this company to remove my personal information countless times. They have not responded or obliged. I have contacted Healthgrades to remove my personal information from their website. I am a physician and the information is incorrect. I have emailed them numerous times with no reply. I have called them, and no one answers the phone. I have also left a message. They have no customer service. No one gets back or addresses the problem. It is a complete and utter violation of my privacy for them to not reply and address my request to have information removed. Not only is it entirely incorrect, and they have me listed with the wrong specialty, address, and practice information, but I have never ever allowed or given my permission for any of that information to be published. I am in a completely different specialty, field, and state, and it is unacceptable that this continues to be published as true and accurate. It is a mockery of a company. It is unacceptable that they refuse to reply to complaints and requests for this information to be removed. This needs to be addressed.

Desired Settlement: I expect all of my information to be PERMANENTLY removed from their site.

Business Response: Initial Business Response /* (1000, 8, 2014/06/18) */ Thank you for contacting Healthgrades via the BBB. Healthgrades has received 5 emails from this provider dating back to 7/3/2012. 7/3/12 -Healthgrades responded via email 7/16/12 5/21/14-Healthgrades responded via email 5/29/14 5/21/14-duplicate email sent in (responded to initial email on same day) 5/29/14-Healthgrades manager responded via email on 5/29/14 5/29/14-duplicate email sent in (responded by manager on 5/29/14) Manager response on 5/29/14: Dear ****** *********, MD Thank you for contacting Healthgrades. Your email has been escalated to me for review in accordance with our business policies. Healthgrades gathers information regarding healthcare providers from a variety of independent sources including the state licensing boards and the Centers for Medicaid and Medicare Services (NPPI). Healthgrades will not remove publicly available information from our website. If you have additional questions or need further assistance please let us know. Thank you, Cindi Healthgrades Support Team We are sorry if you misunderstood our policy however our conclusion remains the same.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ************ listed my name without consent and has my name attached to a medical practice that I have never been a part of. ************ is a website that gains advertising funds by providing information about physicians and giving patients an opportunity to rate doctors. I have been practicing in my current location for only 8 months in a practice that I own. I have never worked with now been affiliated with Interamerican Endocrinology that was at the same location before I began working there. The town I work in is a small community and I grew up here before going to medical school. The practice that the site has be associated with was thought of by many to be disreputable and careless with patients. This incorrect information provided by the site does more than just provide false information to the consumer, it associates me and my professional reputation with a medical practice I have never been part of and could harm my reputation in this small community. This is particularly worrisome to me because I am new to practice and I am working hard to provide quality care for my patients and build a quality practice for my employees to work at and for the community I work in to have a reputable place to seek medical care.

Desired Settlement: I am asking that ************ remove my information completely from their site. It is incorrect and potentially harmful to my business and professional reputation. i would also like to know the source of the information that allowed ************ to associate my name with a practice I have never been part of.

Business Response: Initial Business Response /* (1000, 8, 2014/06/02) */ Thank you for contacting ************. ************ has the following address for you: *************, ****, ***** Vista, ********. Is that correct? If not, I'm most happy to update the address, if you will send me your current practice address. ************ will not remove publicly available information from our website. Such information is a service to consumers, patients and other ********** professionals.

6/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wrong phone numbers advertised Getting numerous unecssary clls.

Desired Settlement: Correction of my phone number assigned to different MD's in Virginia

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ Healthgrades has removed this provider from our website per the provider request (he is retired). Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still getting mistaken calls-even today-April 16 2014 as my number apparently still assigned to another physician! Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 14, 2014/05/19) */ Thank you for providing the name of the provider. I was searching for a needle in a haystack. I have updated the provider ***** *****'s phone number. This will replicate to our consumer site within 24-48 business hours. Final Consumer Response /* (4200, 12, 2014/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Under Name of ***** ***** MD

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Misrepresentation of facts involving health care providers with no cross checking of facts and publishing damaging information without permission. ************ has used my name, profile and conducted surveys from unknown sources regarding my services as a health care provider with no permission from me. When my name is googled, it is attached to ************ first and foremost and it shows surveys from 2 reviews which are unfavorable, have no names or identifiers associated with them. They have my work address all wrong as well as they have details about my professional career incorrect. When I requested they delete me from their web site because I never asked to be there in the first place, they refused repeatedly. I don't understand how my privacy can be violated without my permission. How can a web site print details about you and advertise this extensively without a contract or any agreement? Their surveys can be placed by just about anyone as proven by the fact that one can log in and post just about anything about any provider with being cross referenced as actually being a patient of that provider. I sincerely hope they stop this method of their conducting business because they are hurting doctors who really care and work hard.

Desired Settlement: Pull my name out of your web site

Business Response: Initial Business Response /* (1000, 5, 2014/04/24) */ Thank you for contacting ************ via the BBB. ************* contacted ************ on 3/21/14 regarding the patient surveys that is posted on (her) ***********'s Profile and we launched an investigation. In accordance with our business rules, the surveys in question did not meet our criteria for removal and this disposition was emailed to the provider on 3/21/14. ************ gave this provider access to our provider profile management tool so that she was able to update her profile. The address of which she complains about in this complaint was actually updated by the provider, herself, on 3/21/14 at 11:56 am MST. As a result, the address on the provider profile now is as follows: ************************************ with a phone number of ************. She has utilized this provider tool and she continues to have the ability to update the profile. For instance, she changed her address, she removed her board certifications, she removed the hospital affiliations, she removed languages and insurances. If for some reason she is having trouble updating the profile again, she can contact ************ for assistance. Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I had to access the web site and change all of my information was because ************* refused to accept that I would like not to be affiliated with the organization. After calling and complaining, they maintained that there was no way they would take my name off their web site, no matter what I said or did. So I decided to pull away as much of information from the web site as I could, as seen by the fact that I took off much of my contact information and also I have told them repeatedly that I do not work for a private practice and am a county employee currently and their web site is primarily for private practice providers. Coupled with the fact that they were unable and unwilling to give me the names of the patients who have reviewed me on their web site so I can ascertain if these were my patients at all? Once again, I would like to ask why my name should be on a web site without my permission, an agreement or a contract? I also wanted to add that since these issues occurred, a number of my former patients have accessed ************ and given me ratings, but none of those reviews or ratings ever showed up on my profile, which all the ore makes me very suspicious about ************* authenticity as a provider review website. All I ask is to have my name taken off the web site. I have no wish to be a part of *************. Final Business Response /* (4000, 9, 2014/05/19) */ ************ does not remove providers who are currently practicing clinical medicine. I apologize if there was confusion regarding our policy. Final Consumer Response /* (4200, 11, 2014/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Misrepresentation of reviews and also I am a county physician no longer practicing in the city or address they have for me. Their 3 reviews has affected my personal and professional life and caused a lot of stress. And I still don't have any idea how they confirm these reviews as their business is not transparent. Complaint Response Date bumped because: Holiday

5/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Information posted on their website regarding Dr. ******** *********, MD is false. It mentions 2 sanctions, and that is not true. I've emailed them 3 times and called and left messages. Nobody is responding back to me. Patients see this false information on this website and it has a negative impact on our medical practice. *** ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) They need to contact me and explain where they got the information on their website and REMOVE IT. my phone # is ***-***-***** (***-Billing Supervisor)

Business Response: Initial Business Response /* (1000, 5, 2014/03/31) */ email sent to *** ****** on 3/18/14: Dear *** ******, Thank you for contacting Healthgrades regarding ******** A *********, MD and the information contained on our website. Your request to remove sanction(s) information was forwarded to Customer Service to review in accordance with our business policies. Healthgrades gathers information regarding physicians from a variety of independent sources, including the Texas Medical Board. Healthgrades lists the same publicly available information pertaining to Dr. ********* that the Texas Medical Board list on their website. In order to dispute or supplement this information, please contact the Texas Medical Board. If the medical board changes their publicly available information regarding the sanction(s) (including actions) for Dr. *********, please let me know and Healthgrades will reflect the changes. Respectfully, ***** **** Health Grades, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. The tx medical board does NOT list 2 separate complaints. There is one complaint. The other date listed is the dismissal of that complaint. Healthgrades does not show that clearly. It makes it seem like there were 2 complaints. It is clear on the tx medical board website. It is NOT clear on healthgrades site. Ive had several calls from patients inquiring about our 2 complaints on healthgrades website. So its obviously misleading! Final Business Response /* (4000, 9, 2014/04/18) */ Ms. ******, The 2 actions we have listed reflect the original sanction by the Texas Medical Board and the termination of the conditions associated with that sanction. That information is accurately represented on our site. Respectfully, ***** **** Final Consumer Response /* (4200, 11, 2014/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The way Healthgrades displays the actions is a gross misrepresentation. It implies to the patients that see it that we have had 2 board actions. The way it is displayed has a negative connotation to it. The way the board displays it is very clear. The way healthgrades displays it is NOT.

5/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted Healthgrades.com several times to have my profile deleted from their websites. I am a retired physician, and a victim of ID theft. I have completed the online form to have my profile removed from the Healthgrades.com websites three times. I am a retired physician and the information has been obsolete for years. I recently became the victim of identity theft. Each time I submitted the form, I received an email from "*******" at Healthgrades Customer Support. The first response didn't address my concerns at all and directed me back to the website to complete the form again to describe the problem with the listing. The second response on March 19, 2014 from "*******" advised me to notify them if I was aware of any inaccurate information. I filled out the same form again requesting that they delete my profile. In the meantime I wrote the company a letter asking them to delete my profile, and also contacted the Colorado Attorney General's Office in regard to the company. They referred me to the BBB. Today, I looked on the Healthgrades websites and found my information there, along with an alert that I may have retired and it listed my age. As a victim of identity theft, I could not believe it! Please help!!!!

Desired Settlement: I am asking you to intervene to force Healthgrades to REMOVE any trace of me from all of their websites immediately, and for their webmaster to submit the request removal form to google and the other search engines to eliminate the links to the URLs.

Business Response: Initial Business Response /* (1000, 8, 2014/04/11) */ Healthgrades has marked the profile per the providers request as retired. As a company, our mission is to provide transparent, professional information to consumers. We have updated your profile to reflect your retired status so that is accurate. Quite often, we find that consumers search for providers they have seen in the past and therefore it is important that we list a retired provider as such. We apologize if there has been any confusion regarding our policy. Initial Consumer Rebuttal /* (3000, 10, 2014/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did not remove my profile. They updated the profile to show I was retired and ADDED my age to the profile. Final Business Response /* (4000, 12, 2014/04/18) */ Dr. ****, The Healthgrades profile has not been removed per our mission of providing transparent, professional information to consumers. Per your request, your age and location are no longer displayed and there is no wording on the profile to indicate 'retired'. Respectfully, **********

4/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Healthgrades misrepresents me as a practice owner of a dental office that I used to work for as an employee. I would like to give some background information before I go into the complaint. Shortly after graduating from dental school, I worked for a dental company on a two year contract. If I left early, I would have to pay them at least $45,000, which I did not have. As an employee, I had no control over the staff, the appointment making process, the scheduling, the office operations/rules, the billing, the office furniture, nor the equipment. This dental company primarily sees patients on Medicaid, patients undergoing psychiatric treatment for emotional and mental problems, patients in rehab for substance abuse and/or addiction to pain killers, and patients on disability. They triple and quadruple booked and I was expected to see all the patients that showed up. I was very unhappy with the situation, but had to serve out two years and tried to do my best, given my situation as an employee. When I was finally able to leave at the end of 2013, I wanted to start my own practice, so that I could control how my patients are being seen. It will be open on March 1, 2014. I planned on doing business using my name and have registered my name as the name of my practice. In February 2014, I did a google search for my name and discovered an unauthorized Healthgrades profile using my name, with a negative rating associated with my prior place of employment as if I was the practice owner. The person that filled out the undated survey was apparently unhappy with the ease of scheduling, staff, office environment, length of wait time, etc. He/she was unhappy with areas in which I had no control whatsoever over. I also don't have verification that the person was indeed a patient of sound mental and emotional status, being that I have treated mentally unstable patients with dental needs at my place of employment. This unverified rating, which was based on conditions beyond my control, negatively affects my reputation before my actual practice opens. I have emailed Healthgrades around 2/12/14 requesting for them to either remove the survey, wrongly placed under my name or to move the survey to the dental company's profile, since it was their practice. My employer controlled the scheduling, billing, operation and management of that office, not me. It was very hard to get a hold of a person at Healthgrades. I was finally able to speak to *******, who stated that she would initiate an investigation and that I could call back in about a week to get a follow up answer. I have not heard any answer from them and it has been over two weeks since my initial email. I have also called on 2/20, 2/25, 2/26, and left messages with no response from them. Healthgrades is publishing misleading, inaccurate information about me and damaging my reputation before I get a chance to open my own practice. Please help resolve this misrepresentation. Thank you.

Desired Settlement: I would like Healthgrades to remove the survey listed under my name. I would also like to opt out of having surveys completed in the future under my profile, (which, by the way, was created without my permission), until they are able to implement a system to accurately verify the information that they publish and the identity and mental stability of the surveyor.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ Email sent to provider on 2/27/14: Thank you for your email. The purpose of the patient experience survey is for consumers/patients to express their opinion through a multiple choice format. How a consumer rates his/her experience with the provider and/or the provider's office staff is a matter of opinion. Unfortunately it seems that a person will go out of their way to complain, yet seldom do the same to praise. There are several different types of providers that have challenges with a negative situation that a patient is involved in and they do the best they can. There are 2 surveys over a 3 year period that have no apparent link to each other. The best response I have found is to make it easy for the satisfied patient to praise. We encourage you to invite your patients to fill out a survey about you so that others have a clearer picture of your practice. Please use the following link where you can print cards to hand out to patients directing them to your survey site. http://www.healthgrades.com/profile-manager/portal/PromoCard.aspx?pwid=2HGHP Ultimately other consumers/patients, who view these ratings, draw their own conclusions and decide on whether or not they will rely upon that information. We also would like to offer you an option to fill out a Patient Experience Comment (400 characters, spaces included). This will give you the opportunity to make a general comment about your specialty and surveys. You may return your comment to ********************** Respectfully, **** Initial Consumer Rebuttal /* (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because HealthGrades is still misrepresenting me with the information that they post and made easily visible on their website. I was an employee of the clinic and was simply doing what my employer required of me under contract. I had no control over the staff or scheduling, which contributed significantly to the survey result. Furthermore, I do not approve of being forced to engage with their website or encouraging patients to participate on HealthGrades because HealthGrades is not correcting the misrepresentation. They are responsible for the accuracy of their website content and therefore are responsible for correcting any misrepresentation they have allowed to occur. Their misrepresentation negatively affects both me as a provider and the consumers. They are being socially irresponsible and should correct misrepresentations that have been made known to them. Final Business Response /* (4000, 9, 2014/03/31) */ We regret that you've been dissatisfied with our services however our conclusions remain the same. Final Consumer Response /* (4200, 11, 2014/04/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response: "We regret that you've been dissatisfied with our services however our conclusions remain the same," is not a proposed resolution. How does this resolve the fact that they are misrepresenting me? I did not sign up or want their services. They are publishing and using my name without my permission, and on top of that they misrepresent me and are trying to force me to promote their product by engaging with their website. I have offered them several options to fairly resolve the problem: correct the misrepresentation on their website, move the survey result to the rightful entity or allow me to opt out of being listed. Instead, they have chosen to do nothing to fairly resolve the issue and they knowingly continue to publish misleading information. Everyone should have the right to use their own name, without blemishes for their own business. This decision should not be affected by misrepresentations, arising from the mishaps of their previous employer. The misrepresentations are permitted and published online by Health Grades and it can easily be corrected by them as well, since they have full control of their website. However, they have not attempted to fairly resolve the issue at all.

4/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Contact Information Posted Without Permission I did NOT give HealthGrades.com permission to post information about me. I am a clinical psychologist. I discovered a HealthGrades Profile about me that lists my HOME ADDRESS. I was not a registered HealthGrades provider. I had to try to register to change my profile, but it will only let me change my profile if I provide another address and give a phone number. I want my information DELETED. I do not want to advertise my contact information and affiliations on HealthGrades.com, but I feeling forced to provide contact information against my consent in order to have even more personal information removed from their site.

Desired Settlement: I want my information/profile removed from HealthGrades.com I do NOT give them permission to list me or my contact information on their site at this time (nor have I in the past).

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ We appreciate the opportunity to assist Ms. ********. I spoke to her on Friday 4/11/14 and changed her address/phone number so her personal information was no longer appearing on our website. I also informed Ms. ******** the source of the data so that she could fix this.

4/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: DESTRUCTIVE AND UNSUBSTANTIATED POSTS THAT CAN RUIN PROFESSIONAL CAREERS This company has posted values that is detrimental and upsetting to our clients. Our practice even though is for profit , we practically operate like a none profit. Healthgrades appear to post scores from unidentifiable sources which may be from anyone ranging from competitors or terminated employees. The posts are not verified. I know this for sure because i tested it. Over 95% of the posting are from two sources which does not accurately reflect the minds of the people that we serve. It would have been a fair process if only the sources are identifiable and (if they exist) and the problem resolved if any. As a clinician of over thirty years both in Europe and USA, I do not expect a reputable rating organization to run a business the way healthgrades inc does.This will be the most destructive , intrusive and inappropriate way for any to conduct a business. I will appreciate your office to assist in looking into this. It is damaging to career and business because my name is actually listed in the rating. Thank you for helping. **********************.

Desired Settlement: I will like them to remove my name. Provide the sources of the ratings that are posted.

Business Response: Initial Business Response /* (1000, 6, 2014/02/28) */ Thank you for contacting Healthgrades via the BBB. We have initiated an investigation regarding the patient surveys. You will be contacted of the disposition within the next few days. Also, you reference in this complaint 'terminated employees and competitors'. If you have further information regarding this, please inform us with more detail so that we may further investigate. Initial Consumer Rebuttal /* (3000, 8, 2014/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades inc seems to be false advertisement. There is nothing wrong with grading of a service and posting it if it is genuine. When it has to do with health care for that matter,it will be a rotten service to be misleading the public.You can go to a restaurant once and not return there again. You can not "undo" some health care services, therefore a data of integrity is of more guidance and not just an organization that is seeking attention. They need to be able to verify the authenticity of the grading for them to be worthy of the posting. Even when we rate a product, our rating are not posted unless we TRULY purchased the product and it is verified. The ratings on Healthgrades inc is FALSE and misleading. Health grades has no integrity as a business, it is expected that they should be able to identify the ghost graders by asking specific information like 'will you like us to contact you' and not post information that is very obvious to be False. The true users of our service are the ones who came to tell us about the information and are very upset about it. Like most of the internet business that lacks integrity, they will go into oblivion for certain. We are all service users even though at the provider end at this time, and It is certain that many responsible people will not put healthgrades on their list for verifying health provider's capability for services.This has already been demonstrated by many. Final Business Response /* (4000, 10, 2014/03/31) */ We regret that you've been dissatisfied with our services however our conclusions remain the same. Final Consumer Response /* (4200, 12, 2014/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are irresponsible and dishonest.Healthgrades inc is not a reputable or recognized company and this is a cheap publicity for them. This an organization that is fraudulent and in the countdown to disappearing into the oblivion. They are not worth any hard working and law abiding citizen's time.

4/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades is advertising personal information (i.e., home address). Healthgrades has listed my personal information on there website. They received the information from NPPES under the NPI registry; however, the NPI number associated with my name has been deactivated. I originally contacted health grades on 3/13/2014 asking them to remove my information. I received a response saying they could not delete the information until my NPI has been deactivated. I had the number deactivated. When I contacted health grades again, I received different information: Dear **** *******, Thank you for contacting Healthgrades. Healthgrades only removes providers who are deceased or retired (with licenses and NPI deactivated). Are you retired, and is your license inactive? If you have additional questions or need further assistance please let us know. Thank you, ******* Healthgrades Support Team I'm not sure why they are concerned with my license, I don't work for a private practice. I have not heard back from them after another two follow-up emails.

Desired Settlement: I want my information deleted from the site.

Business Response: Initial Business Response /* (1000, 6, 2014/04/14) */ Healthgrades has removed this provider from our website. Initial Consumer Rebuttal /* (2000, 8, 2014/04/15) */

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No return call to submitted request of bad data about the hospital showing up on healthgrades. I am submitting on behalf of****************************************** located at *****************., *******************. This hospital does not insert central line catheters but the website shows a higher than average blood infection rate which is not founded. Please advise as to how to correct the website contents that are not accurate about this hospital. Thank you.

Desired Settlement: Corretion of Healthgrades blood infection data

Business Response: Initial Business Response /* (1000, 10, 2014/04/01) */ We received an inquiry from ************************************ regarding a question on Patient Safety Indicators on our website on February 17, 2014. Unfortunately a response was not supplied in a timeframe we expect and have since responded directly to the person who submitted the question. The information on our website does not reference central line infections and is from software and technical definitions developed by the Agency for Healthcare Research and Quality and applied to administrative (claims) data purchased from the Centers for Medicare and Medicaid services. We have contacted both individuals who submitted inquiries, one directly to us and the second through the Better Business Bureau website, in order to answer their questions directly. Please contact us if you have further questions.

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incorrect one star rating. I asked to be removed from their database and they ignored me. I have been retired from clinical practice since Feb 2005. When I was in practice, I was at the ***** **, not *******************, NYC 10023, which is my home address and where they have me seeing patients. I never saw patients in my home. I think the one star rating must have been of someone else, and I asked them to remove me from their database, along with their rating of me. They have completely ignored me.

Desired Settlement: I want Healtghgrades to remove me and their one star rating of me permanently from their database and their website.

Business Response: Initial Business Response /* (1000, 7, 2014/03/31) */ Per Dr. ******'s email that he has retired, Healthgrades no longer has an active profile for this provider. Initial Consumer Rebuttal /* (2000, 9, 2014/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked Health Grades 3 times to kindly remove my practice information from their website. Information is incorrect and I never gave permission. I requested kindly through regular mail on 1/7/14 and via email on 17/14 to have my practice information removed from Health Grades because 1, I never gave them permission to post it and 2nd, the information was incorrect plus they posted my home address which violates my privacy as a mental health counselor. on 1/13, I received an email from ***** of Health Grades telling me to update my info with them. I sent another email the same date stating that I did not wish to update information for them. I reiterated that I wanted the information removed entirely, which is my right. She again wrote me back and stated that the NPI info was public information and again suggested that I also update them with correct information as well. Health Grades is not a governing agency. I contacted NPI and they told me that I did not need to update my information but they had no control over advertising webstites to post my information. I wrote back to ***** and since this was the third time I requested that she remove my information (citing that all other websites that I have made this request too have been very cooperative and have honored my request and have removed my information and I was puzzled as to why she was being so difficult) I informed her that I would be contacting all governing agencies in NYS including the BBB, Attorney General's office, CO BBB, and Federal entities (FTC and FCC) to intervene with this issue. The fact that my past, current and future clients will have access to my home address is unacceptable and I do not wish my information posted anyway. I do not need the advertising for my business and do not want my information on the web. As I said, all other websites had no problem removing my information. One of my colleagues is also having a very difficult time having her information removed from HealthGrades website.

Desired Settlement: I simply wish to have the information removed from their website. If the governing agencies cannot help with the resolution of this issue, I will consider pursuing a lawsuit against them.

Business Response: Initial Business Response /* (1000, 5, 2014/01/22) */ Thank you for contacting Healthgrades. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. Please forward to me your professional address and I will gladly fix this immediately. Or, if you'd prefer, you may update the information yourself through our provider portal: https://update.healthgrades.com/ which is a free service provided by Healthgrades. I look forward to resolving this issue for you. Regards, ********** Initial Consumer Rebuttal /* (3000, 7, 2014/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again and as Health Grades knows from all the emails and letters I have sent to them, I do NOT WISH my practice information to be published AT ALL on their website. I never gave them the permission to do so and they are an advertising website, NOT a governing agency. As is in hundreds and hundreds similar cases against this issue for the same reason, Health Grades is violating health care professionals privacy and creating safety issues. I want my listing removed completely from their website. They are also wrong about my home address as being listed as my practice address with NPI. This is my home adress and BUSINESS MAILING address and I will not provide them with any new information. Like I also said in my complaint, Health Grades is one of the only websites that is refusing to remove my listing. All others I have requested have kindly done the same within hours of my request. It is my choice if I wish to list my practice information with this website and I DO NOT wish for that to happen. More BBB intervention needs to happen for this issue to be resolved. Final Business Response /* (4000, 12, 2014/02/10) */ I have checked with NPI (public database) and the address that is listed as the business practice address is: ****************************************. That is the same address that Healthgrades has on file. In addition, there are other medical websites that are also publicizing this address. Again, I am offering to update the address if the provider will send the information. Healthgrades however, will not remove the public profile from our website. Final Consumer Response /* (4200, 14, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I grow fatigued with Health Grades. They are now referring to another ***** ********** who ironically is also a mental health professional located in Nevada and not the subject of this complaint. They have me listed as ***** ********. As they know, I am located in ********, NY. Also, I WILL NOT give them updated information as they are an ADVERTISING website and not a governing agency. Also, they have printed my home and my mailing address as my business address. My mailing address has always been provided to NPI as such, so they are falsely reporting incorrect information from the start! Also, since I made this complaint, they have now posted each tab of information on their website, ie, business location, review, name and NPI information separately, so when you google my name, it comes up 4 times with their website. I believe they did this out of spite. I am not satisfied that they will simply not remove my name from their website. They do not have my permission to publish it, nor is the information correct. I will be pursuing legal action against this website and have involved other governing agencies in this complaint. Complaint Response Date bumped because: Holiday

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have request, on numerous occasions for Healthgrades to remove all reference concerning me from their webpage. The last response I received was "Healthgrades cannot remove the entire profile from our database, however. As a service to healthcare consumers, Healthgrades will advise them of the inactive status and they will be directed to search for similar providers." When my name is Goggled, the following information appears on Healthgrades webpage. This should be deleted. ***************** - - Home Health (Aide) & Assisted Living ... www.healthgrades.com › ... › Tennessee (TN) › Franklin Visit Healthgrades for information on *****************. Find Phone & Address information, medical practice history, affiliated hospitals and more Patient Surveys for ***************** - Home Health (Aide ... www.healthgrades.com › ... › Tennessee (TN) › Franklin Patient Surveys for *****************, Franklin, TN, Home Health (Aide) & Assisted Living

Desired Settlement: I simply want all reference to my name removed from their website. It should not take an act of Congress to get this done.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ Thank you for contacting Healthgrades via the BBB. I wanted to reach out to explain Healthgrades policy as it relates to provider profiles. As a company, our mission is to provide transparent, professional information to consumers. We have updated your profile to reflect your retired status so that is accurate. Quite often, we find that consumers search for providers they have seen in the past and therefore it is important that we list a retired provider as such. If there are inaccuracies in the information we have posted, please let us know and we will immediately make those changes. We apologize if there has been any confusion regarding our policy.

3/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Health grades put my name and my home address on their website without my permission. I do not know how they got my personal information. An old co-worker who I had issues with, found out where I live throught this website-they put me and my children at risk of harm due to this. I notified then but nothing was done. Please help me!!

Desired Settlement: DesiredSettlementID: No settlement requested - for To remove my personal information on there website

Business Response: Initial Business Response /* (1000, 5, 2014/02/17) */ I am happy to update the address information immediately if you would please send me your practice address. Initial Consumer Rebuttal /* (3000, 7, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want them to advertise my name or my place of business. Remove me completely!!!! Final Business Response /* (4000, 9, 2014/02/28) */ I apologize that you are not satisfied with our conclusion however, Healthgrades will not remove publicly available information from our website. Such information is a service to consumers, patients and other healthcare professionals.

3/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Not compliant with request to remove my outdated provider profile. I have asked healthgrades.com to remove my provider profile, since the clinic information they have is dated by several years. Instead of complying with a simple request, they informed me I would need to update my information with the *** database before they could do anything, which is completely false. There is no affiliation between these two groups, and I do not need to contact *** in order to have my profile removed as requested. Furthermore, the rep from healthgrades.com asked for my updated practice info, and due to the sensitive nature of my practice, provider information is not made public for personal and professional safety. For this reason, I will not supply that information to them, and I sincerely hope healthgrades.com will never have access to my new clinic information.

Desired Settlement: Remove my profile as requested.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ Thank you for contacting Healthgrades via the BBB. I do apologize that we were unable to assist you. Healthgrades will not remove profiles of healthcare providers who are currently practicing. The information contained in the Healthgrades profile is public domain and is a service to consumers, patients and other healthcare professionsals. Final Consumer Response /* (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every other site that does exactly what Healthgrades does obliged with my request to remove my outdated provider information without incident or any hesitation. It is apparent that Healthgrades is refusing to take down my incorrect, dated profile just because, well, they don't have to. Let me ask this- what good does it do to have my outdated profile on this website? How does this make Healthgrades a better business? The answer is really simple- it doesn't. It further proves what an unreliable service this company provides. I am extremely disappointed in this response, especially given the circumstances of why I will not provide new practice information. It is hard to believe Healthgrades considers this an acceptable response- it speaks volumes of the integrity of this company. I will be sure to pass the word along to as many as possible not to ever rely on this website or services provided on this site.

3/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Health Grades has what appears to be my Web site with their name on top, giving the appearance that I have engaged them. False advertising. Health Grades defends their use of my name in a pseudo website that is constructed so as to appear that I have engaged their services. Not only is this untrue, the information contained is incorrect. I have called and asked to speak to a supervisor, but she is always "OUT TO LUNCH"and has not returned my calls. I believe her name is ********** or ****. The people I spoke to give me a prepared response that says all my info is public domain and so they have a right to use it. That seems to me to be inaccurate because they are using (incorrect) info without my permission in order to sell their product.

Desired Settlement: I want them to remove the AD with my name and inaccurate information. Even if the info were accurate, I would not want to appear to have purchased such a poorly constructed website. I hope you will be able to help me with this. Furthermore, I hope you will not share my address with them. I do not want them saying that they have the correct info and so are free to advertise falsely. *********************.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ Your email has been escalated to me for review in accordance with our business policies. Healthgrades gathers information regarding healthcare providers from a variety of independent sources including the state licensing boards and the Centers for Medicaid and Medicare Services (NPPI). Healthgrades will not remove publicly available information from our website. We will however, be happy to update any information that you feel is inaccurate. Please feel free to respond to this complaint with the corrected information OR you may email ******************* with the corrected information. Respectfully, ********** Initial Consumer Rebuttal /* (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because it is an arrogant,aggressive appropriation of my name to use as free advertising for their company. The question is not about public domain but the use of "public domain" for their business/financial gain. Even if they were willing to pay me for the use of my name, I would not accept because of the poor quality of their web site and what I consider to be a lack of integrity in their work practice. I will settle for nothing less than the removal of my name from they ad.

2/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I do not contract with this company. It lists physician ratings online along with practice information. The practice information about me is totally wrong and changed some time in the last several months. I can't be specific as to when because I hadn't checked it until recently. I was told that Healthgrades routinely checks the accuracy of their information using data from state medical boards, state license boards, centers for Medicaid and medicare services, NPI, and "a leading healthcare provider information company." As I have been living in Seattle since approximately 1982 and they are identifying my practice site as Madison Wisconsin in a former residence, not even an office, and I don't hold an active Wisconsin license, they could not have checked very closely. The only possible source could be this unnamed company and I need to find out if this company is disseminating misinformation elsewhere. Healthgrades says they are currently doing an audit to see if they will change the information in my profile but it has already damaged my business. I need the name of the unnamed company to see where this information may have come from and where else it might be going. Healthgrades need to be careful this time...and up to date...and apologetic and accurate...and speedy...in upgrading its online sites, especially what shows up when people google my name. They also need to provide the name and contact information of the company that provides their information. I guess if they won't, my other alternative is the attorney general.Thank you for your assistance.

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1. expedited process of correcting misinformation online as described above.2. provide name and contact information of specific source of misinformation as described above.

Business Response: Initial Business Response /* (1000, 6, 2014/02/17) */ Dr. *******'s information has been updated on our consumer website to reflect her practice address in ***********. In addition, when I spoke on the phone with Dr. *******, I gave her the source of the inaccurate data. Regards, ***** **** Healthgrades Final Consumer Response /* (2000, 8, 2014/02/18) */ See more info from consumer dated 2.6.14

2/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: "Health Grades" Has my private home phone number & MY HOME ADDRESS!!! I've asked them 3 times now to remove it...they will not!! Several months ago I found out that "Health Grades" has my full name, private phone number AND MY HOME ADDRESS!!!! listed in PUBLIC DISPLAY!!! I called them and told them that they needed to REMOVE IT IMMEDIATELY!!! They said they would but did not! Again a few days ago, I went to their site, found my address was still in FULL PUBLIC DISPLAY!!! I explained to the person who took the call that this address they are listing is my own home address..NOT AN OFFICE OR FACILITY...and this was creating a security risk for me. I demanded a call from their manager...they NEVER RETURNED MY CALLS AND NEVER REMOVED MY PERSONAL INFO THAT I NEVER GAVE PERMISSION FOR THEM TO USE!!! I AM NOW GOING TO CONTACT AN ATTORNEY REGARDING PERSONAL INFRINGEMENT AGAINST MY PRIVACY RIGHTS THAT THIS COMPANY REFUSES TO COMPLY WITH!!

Desired Settlement: MY PRIVACY HAS BEEN INVADED WITH CALLS FROM ADVERTISERS OF ALL SORTS to my personal home phone number!! MY PERSONAL PRIVACY AND SAFETY HAS BEEN COMPROMISED BY THEIR POSTING MY HOME RESIDENCE and PHONE NUMBER!! AGAIN!!! THIS IS MY HOME and PRIVATE INFO AND THESE IDIOTS NEED TO REMOVE ME FROM THEIR POSTINGS!!! This is the 3RD DEMAND THAT THEY DO SO!!!! I will sue for all I can get if they do not comply!!

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ Healthgrades has resolved this issue on Friday 10/4/13. We have changed the address and phone number on our website. I have explained to Ms.******** that her information was publicly available through the National Plan and Provider Enumerator. I also provided her with a link so that she could update her information at the source (NPI) online. Consumer Response /* (3000, 11, 2013/12/30) */ They refused to take my home address & my private home phone number off their site, even after I explained that I am only an RN and do not see patients in my home...I'm not a doctor or NP nor anyone else who would have a office to see patients in...this is a violation of my right to privacy! ************ RN again...the problem is they are exposing my private information: my full home address & my private home phone number. AGAIN...this is NOT an office that they have listed but MY PRIVATE HOME!!!!!!!! AND MY PRIVATE PHONE NUMBER!!!!!! I'm NOT an MD and this is NOT an OFFICE where patients are seen!!! They do not care...they will not make any changes...I guess I need to sue them in court! Tell them that would you!?! Business Response /* (4000, 13, 2014/01/06) */ Thank you for updating your information with NPI. I have updated the address/phone number on our website. This will replicate within 24-48 business hours. Consumer Response /* (4200, 15, 2014/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This website and many more like them have taken it upon themselves to publishing many healthcare providers personal PRIVATE HOME information in the disguise of what they state as "freedom of information act"...I am confident that this entity is abusing that law to their convenience & profit. There is absolutely NO REASON ANYONE WOULD NEED TO KNOW MY HOME ADDRESS & MY PRIVATE HOME PHONE NUMBER" ...all anyone has to do is know my name & contact the Board of Nursing to see if any disciplinary action has been taken...and THERE HAS NOT BEEN ANY COMPLAINTS NOR DISCIPLINE REQUIRED!....I have told and begged and explained to these very arrogant people that they do not have the right to use my private/confidential information! Even the California State Board of Registered Nursing does not publish this information for patients use. I DO NOT HAVE AN OFFICE...I DO NOT WORK FOR A FACILITY...I DO NOT TAKE IN PATIENTS! This is continued harassment & I have asked several times that they remove all of my information from their site...as of today's date, 01/14/2014, they HAVE NOT! I am contacting a lawyer to investigate & file suite against these people-> "Health Grades" and those like them!!! Complaint Response Date bumped because: Holiday Business Response /* (4000, 18, 2014/02/10) */ I am happy to list the address of the facility where you work if you would send me that address. I apologize that you are not satisfied with Healthgrades however, our conclusions remain the same and we will not remove the profile from our database.

2/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just happened to google myself, and this rating of one star came up. I called healthgrades, they refused to remove my profile. It's incorrect also. I just happened to google myself, and this rating of one star came up on healthgrades in my practice as an NP. It also contains wrong information, and I don't have any idea how they got my old information as I never signed up for this site. It appears that anyone, including my difficult ex-husband, could review me on this site. There is no accountability, anyone with an email address, including neighbors, can damage your career if they want. I'm an excellent NP. When I emailed and spoke to someone at healthgrades, they refused to honor my request to have me profile removed. They said my profile had to stay up. I work in mental health, anyone can post a review including someone mentally ill that could damage my career. I would like my profile removed completely!!

Desired Settlement: I would like my profile removed asap. I feel I should have some control here. This is a bad and dangerous website with no accountability, no checks.

Business Response: Initial Business Response /* (1000, 5, 2014/01/27) */ Healthgrades did an investigation on 1/13/14 and sent an email response to the provider. We were wanting more information as to the allegation that her ex-husband might have written the review. We have yet to hear back from the provider with more information regarding this allegation (such as the name of the ex-husband). Healthgrades will not remove this profile from our database. Such information is a service to consumers, patients and other healthcare providers.

1/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades created an online profile about me that is inaccurate and misleading, without my consent. Failed to respond to phone and written request. Healthgrades has refused to remove my personal identifying information from their website, as well as the unauthorized profile, and unverifiable surveys, which include professional defamation. I have requested both in writing and via phone calls that my information be removed from their website, and received a bogus response via e-mail and no response via phone. Please see below. E-mail sent. To Whom It May Concern at Healthgrades: This e-mail is to request that your company remove my name, contact, and any other identifying information from your website. I may be reached at meredithlubow@gmail.com or by phone at ************. Thank you. ******** *. *****, Ph.D. E-mail received. Dear ******** *****, Thank you for contacting HealthGrades. If the address we have on file for you is your personal/home address or an inaccurate practice address, we will be happy to update this information as soon as possible. Please forward to us your current practice address and we will update your profile listing with the correct information or you may register to use our service, which is free to providers by clicking on this link and following the directions: http://www.healthgrades.com/profile-manager/portal/portalloginlanding.aspx The address data that we currently have on file for you was obtained from CMS as a publicly available data source. Specifically, the data comes from the NPI system (National Plan & Provider Enumerator System) which became mandatory for providers in 2008. We urge you to contact NPI *************) and update this information at the source. Failure to do so will result in this inaccurate data coming back to HealthGrades on a future data load. Also, NPI disseminates to many other companies besides HealthGrades. Please contact NPI and correct this at the source. Once you have contacted NPI, let us know so that we can proceed with your request. Respectfully, Jessica Healthgrades Support Team Healthgrades: How America Finds a Doctor� ******************************** ********************************************************************************** ********************** E-mail sent. Your response did not answer my concern and request. This e-mail is to request that your company remove my name, contact, and any other identifying information from your website. I may be reached at meredithlubow@gmail.com or by phone at 503-756-4303. Thank you. ******** A. *****, Ph.D.

Desired Settlement: Healthgrades should immediately remove any and all of my personal identifying information as well as any and all surveys associated with the profile which was created and advertised without my consent.

Business Response: Initial Business Response /* (1000, 11, 2013/11/25) */ Thank you for contacting Healthgrades.   Our patient experience survey investigation has been completed.  Healthgrades has reviewed all of your patient experience surveys and in accordance with our business criteria we will remove them.  It will take 2 business days for our website to reflect the changes.   To submit any additional updates or changes to your Healthgrades' profile, register now for free access to your profile by clicking on the following link:   http://update.healthgrades.com?pCID=cs-reg-1 Final Consumer Response /* (4200, 24, 2013/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please refer to previous requests to remove personal identifying information from the Healthgrades website, to protect the privacy of the complaintaint as a mental health provider. Healthgrades has failed to address and resolve the request in correspondence to date. Final Business Response /* (4000, 27, 2014/01/13) */ Healthgrades will not remove a profile of an active healthcare provider from our website. Such information is a service to consumers, patients and other healthcare providers.

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to respone to phone and email requests, regarding inaccurate information posted on my profile. HealthGrades' phone recording for weeks says "due to a building issue our office is currently closed." Nearly all of the information on my profile is inaccurate.

Desired Settlement: Removal of my profile from HealthGrades' website.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Healthgrades had a fire in the building where our offices are located. The office was closed from October 13th until October 22nd due to environmental air quality concerns. Heather, Customer Support returned Dr.******'s phone call on 10/23 (the day we were allowed back into our offices) and left a message. Healthgrades did not hear back from Dr. ******. I am happy to assist with what information Dr. ****** feels is inaccurate if she will please advise us. Final Consumer Response /* (4200, 20, 2014/01/07) */ I am not at all satisfied with Healthgrades' response. I have submitted a reply on line, which states that if they will not remove publicly available information from their website, then I would like them to remove all non-publicly available information about me from their site. Thank you again for your assistance, ***** ****** Final Business Response /* (4000, 24, 2014/01/08) */ I have removed the age from the profile this morning. This will replicate to our consumer site within 24-48 hours. Patient Experience Surveys will not be removed from the profile as this is a service for patients. Thank you.

1/20/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am a healthcare provider. This company's website publicly displays my personal, non-published/unlisted address. I have attempted to reach them via the phone through customer service without response.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Removal of my personal information from the company's website.

Business Response: Initial Business Response /* (1000, 5, 2014/01/06) */ Thank you for contacting Healthgrades. We are in receipt of your email that was sent the same day as this complaint was filed. I am happy to assist you however, I will need your full name (middle initial) and specialty. We have 4 providers with the same name that are in the same vicinity as you are. Thank you.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested to opt out of sharing my information with third parties to not receive spam. Two emails have been sent with no response. Signed up 11/30/2013 with Healthgrades.com. Within their policy and agreement a person could opt out to not have their information shared with 3rd parties. I do not want my information shared and most importantly used to receive spam emails, which I have already received (today 12/5/2013). Below is what I have sent in request to opt out. I have not received a response. I'm receiving spam emails already which I believe are from healthgrades. Here are the emails, and thank you December 3, 2013 at 7:00 PM Hello, checking in here. Could you please confirm my information has not been given out to third parties and for any marketing purpose's. Thank you Sent from my iPad On Nov 30, 2013, at 8:15 AM, Isaac L wrote: Hello, I would like to opt out of my personal information being used for third parties and marketing purpose's. Thank you,

Desired Settlement: To not receive spam emails or give my info out to third parties. I've already received "spam" since I requested to opt out. I need these business removed from sending info to my email. Written proof and a list of all companies they give information to.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Thank you for contacting Healthgrades. I apologize that your initial request was not completed. It appears that a new employee fielded your email and sent the request to our HG app rather than our patient survey department. Today, we located the issue. Healthgrades was sending you a follow-up email to confirm the patient experience survey you completed on a provider. We require respondents to confirm that they want to publish the survey since it was never confirmed. We sent 2 follow-up emails to remind you to confirm the survey. I have requested that we remove the survey from our database since you indicate you do not want it published (by lack of confirmation). In addition, I have requested that Healthgrades remove all user information from our database pertaining to you as a user of our website. Final Consumer Response /* (3000, 7, 2013/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not show two follow up emails, one that I confirmed, originally when I setup the account. I'm very worried that my information has already been given to third parties. By stating two emails have been sent is false. Only after my compliant has been received, I received an email stating that they have resolved my account (deleted). How is that professional or even acceptable? after a week, and a compliant with the BBB, I finally get the simple answer I asked for. I would like a written statement that my information has not been given to third parties. Final Business Response /* (4000, 9, 2013/12/30) */ Healthgrades has removed all user information for the following email address:Isaac.rebhahn@gmail.com. No information regarding this email address was given to 3rd parties. Healthgrades has no control over if some person submits a survey using an email address that does not belong to them. Healthgrades will send out a confirmation email to every party that uses said email address. In this case, we were able to stop a fraudulent survey from being submitted.

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unauthorized use of my name for gain of profit. I have requested my named removed from the website twice, twice i have been given a cookie cutter response. The hospital already provides customer satisfaction surveys that is paid for. I have not authorized my name to be posted on your website, I feel it is non substantiated survey that has hurt my business and comes off to itself to be legitimate. I feel violated and the public to have been misled to believe these are legitimate sites.

Desired Settlement: If my name is not removed as requested twice already, I am ready with a group of other physicians to proceed in a class action law suit.

Business Response: Initial Business Response /* (1000, 5, 2013/12/26) */ We regret that you've been dissatisfied with our services however our conclusions remain the same. We will not remove publicly available information from our website. Such information is a service to consumers and other healthcare professionals.

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Health grade has my private address posted on their website. This a threat to my safety The website does not provide a clear method for getting my private information taken down. I am a therapist and deal with mentally unstable clients. I need this information taken down immediately! I did not authorize or give permission for my private/personal information to be posted on any website!!!!!If this is not removed an attorney will be contacted

Desired Settlement: Remove my personal information immediately!

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Thank you for contacting Healthgrades. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. Please forward to me your professional address and I will gladly fix this immediately. Or, if you'd prefer, you may update the information yourself through our provider portal: https://update.healthgrades.com/ which is a free service provided by Healthgrades. I look forward to resolving this issue for you.

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Healthgrades.com lists 19 "patient reviews" associated with my name, which were not submitted by a patient. I contacted healthgrades in July of 2013 regarding 19 "patient surveys" associated with my name. These surveys were submitted by a person from my personal life, not a patient. The surveys were submitted prior to the implementation of their email submission policy. I asked to have these surveys removed or to have my name removed from their site. "Jeff" responded on July 15, 2013 and reporter that he would investigate. I have received no follow up to date. This is causing significant financial hardship and limiting the advancement of my career.

Desired Settlement: I would like the surveys retracted or to have my name removed from their site.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Ms. ******, I apologize for the lack of response by our customer service department. I do indeed see that you sent in an email asking to have the surveys removed. You also received an email from Jeff stating that he had forwarded the email to the survey department. Unfortunately, that step did not occur and was completely overlooked by Jeff. I have requested today that our survey department remove the surveys on the profile. Because you are a mental healthcare provider, we are able to remove those surveys. This will be replicated to our consumer site within 24-48 hours. Again, I apologize for this oversight. If you need anything further, please do not hesitate to contact me directly. Regards, ********** Healthgrades **********************

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: healthgrades.com has violated my privacy. I did not sign up or give this company permission to list any information related me. It has been noted that healthgrades.com has posted my name, title and former work location in their database without my permission or consent. I have requested to be removed from healthgrades.com on line data via email on their website and it has not been resolved. Request all of my personal information be removed.

Desired Settlement: Requesting all of my personal information be removed from their website searchable database. Thank You ******** ********

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Thank you for contacting Healthgrades. I have gone through our email service and couldn't find any emails from the email address: **********@aol.com. I also could not find any email that correlated to the name: ******** ******** We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. Please forward to me your professional address and I will gladly fix this immediately. Or, if you'd prefer, you may update the information yourself through our provider portal: https://update.healthgrades.com/ which is a free service provided by Healthgrades. I look forward to resolving this issue for you. Regards,

1/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Company markets unverifiable reviews and defamatory statements I am the Dentist, ****************, which Healthgrades posted reviews and information about me without my consent, and request that Healthgrades remove all review information from the profile. The reviews are unidentified, completely unverifiable, and are defamatory in claiming that my services are "below average". There is no way of knowing if the reviewers are actual patients and when they might have received alleged service. These reviews are most likely from competitors or ex-employees of the practice. Please contact me if you or a Healthgrades representative wish to discuss this matter further. Thank you for your attention in this matter.

Desired Settlement: Remove unverifiable reviews of non-patients.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Healthgrades has completed 2 investigations upon request by this provider. We have found no negative suspicious activity. If Dr.***** can supply names of the disgruntled employee and dates of termination we are happy to further investigate. In addition, if Dr.***** is suspicious that he has a competitor submitting reviews, we would like the name of this competitor.

12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: My information on the Healthgrades website is inaccurate. This is adversely impacting revenue for my private practice. Healthgrades unresponsive. I discovered ~ 1 year ago that Healthgrades was posting information about me WITHOUT my permission: I am a nurse practitioner. To make matters worse, my Healthgrades profile information is inaccurate: when you search my name, Healthgrades indicates that "Records show that this doctor is retired or no longer practicing." Given that Healthgrades is highly ranked in Google, it is one of the first search results for my name: this inaccurate information is resulting in loss of business. I am a licensed, board certified, and actively practicing nurse practitioner in the state of NY (you may search my name at tne NY State Office of the Professions website if you wish to confirm this: http://www.op.nysed.gov/opsearches.htm, select "Nurse Practitioner - Psychiatry" and search my name). At no time has my license as a psychiatric nurse practitioner been suspended or revoked. I've called Healthgrades on three occasions during the past 1+ year period to report this error: each time I was assured that this would be corrected. Each time no action was taken to correct the problem. One remedy recommended by Healthgrades was for me to sign up for their service (which I have no interest in joining and have never asked to join) to have access to my profile and make changes. I repeatedly informed them that I do NOT want to create an account, I simply want them to either a) correct the information they posted WITHOUT my permission, or b) to remove my profile entirely so that it does not show up in search results. They persist in ignoring my requests while potential patients continue to receive inaccurate information via web searches.

Desired Settlement: I would like for my information to be removed ENTIRELY from their database / removed from web searches of my name (I do not want Healthgrades to link their service to my name)

Business Response: Initial Business Response /* (1000, 6, 2013/11/15) */ Thank you for contacting Healthgrades. I appreciate you bringing this to our attention. We are sorry for the inconvenience. Our time frame to get this fixed is no more than 5 business days and we do apologize for this inadvertent error. Final Consumer Response /* (3000, 8, 2013/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested to be removed from this website entirely. This company was given multiple opportunities to correct this problem over the past year (I called them multiple times to request a resolution) - only after I filed a complaint with the bbb did they make a change; however, as indicated in my bbb complaint, I now wish to be removed from their site completely. Final Business Response /* (4000, 11, 2013/12/06) */ Mr. ****** called Healthgrades on 10/25/13 at which time, the rep put in a production ticket to have this profile fixed. This profile has been fixed since mid November. Healthgrades will not remove this profile from our database.

12/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: False and harmful advertising by Healthgrades Healthgrades is posting harmful and inaccurate information regarding me. I want my listing removed from their site. I sent them a registered letter one month ago requesting my listing by removed and I also called them, but there has been no response and my listing remains on their site over my objection. My professional standing is harmed by their listing this inaccurate information and allowing unknown others to post harmful information.

Desired Settlement: At this time, I want them to remove my listing from their advertising sites. If they continue to ignore my request, I will likely seek additional remedies.

Business Response: Initial Business Response /* (1000, 8, 2013/09/23) */ Provider called Healthgrades on 9/4/13 and spoke to customer support. The provider stated that Healthgrades had inaccurate information, yet she declined to tell us exactly what was incorrect. Healthgrades has primary source verified the address, phone & board certification and our information is consisted with that which is on file and publically available with the following medical boards where the provider has stated she is practicing: CA Board of Medicine has the address listed as: XXXXX ****** ******* **** *****, CA XXXXX TN Board of Medicine has the address listed as: *** ****** ***** ******* TN XXXXX OH Board of Medicine has the address listed as: XXXXX ****** ***** # ***** ********** OH XXXXX In addition, Healthgrades has sent a Fed-Ex letter(required signature) to the provider on 9/20/13 to the address supplied by her USPS letter (certified, return-receipt). Return address on the provider's letter was: **** N ******** ***** ********** OH XXXXX. Healthgrades is happy to update the information that the provider is stating is inaccurate. The provider has refused to tell Healthgrades exactly what information she feels is inaccurate. We look forward to resolving this issue for the provider. Final Consumer Response /* (4200, 23, 2013/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades needs to remove my address for safety reasons. It is not readily available to the public and it creates a safety risk to me to have it easily located via the Healthgrades website. I see that pharmacists were removed for safety reasons. Those doing my type of work are arguably far more at risk than pharmacists. I request that you remove the address listed with my name. Again, I do not treat patients at that location, but do go to that location. By you publishing the address, it creates a safety risk for me. Final Business Response /* (4000, 25, 2013/12/30) */ Healthgrades has an ongoing case (# XXXXXXX). We have accommodated every single request (each time, she is asking for something new). Healthgrades will not remove publicly available information from our website and therefore will not remove this provider. Healthgrades has properly obtained this public information on Dr. ******. Following the receipt of her complaint, I have re-verified that her information is published not only with the medical boards but on other medical information sites as well. I have explained this again and again to Dr. ****** to no avail. I would like to respectfully request that this case be closed with no resolution (in neither favor). Thank you, ***** **** Health Grades, Inc.

12/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Received this email after asking to be taken off the site of Healthgrades that I did not authorize. My request is to be deleted and ***** **** denied. ***** **** Health Grades, Inc. I think this site says it all 129 unhappy people regarding your site. http://www.consumeraffairs.com/online/healthgrades.html . No, I will not be registering on your web site. I have requested to be taken off your site. I do not endorse or condone your conclusions drawn from seven patients from my practice which has several thousand active patients. From a statistical standpoint you are using a very limited sample to draw false conclusions regarding my Medical practice. My practice includes Spanish speaking patients, office visits, wound repairs, Federal and State Drug Screens, DOT Physicals, Workers Compensation and Emergencies in a rural setting that take longer than the benchmark you describe. I am asking you once again to delete me from this web site, Healthgrades, that was unauthorized by me. ****** L **********, M.D. Cc Better Business Bureau Dr. **********, Thank you for contacting Healthgrades. We do not allow free form comments from patients on our website. There are websites that do allow this, however Healthgrades is not one of them. Healthgrades Patient Experience Survey is also unique in that we state the number of responses for every question, we utilize calculations from our database for the National Average in the benchmark comparison. The National Average is based on all published surveys for all doctors on Healthgrades.com. Each question has its own average. The "Likelihood to recommend" category is its own question and not an average of the other questions. At Healthgrades, we're committed to making sure your profile is accurate and complete-and that it clearly differentiates what you do and how you do it. Because giving patients the information they need to choose the right doctor is what Healthgrades is all about. That's why we give you the ability to personalize your Healthgrades Profile across 40 different variables specific to you and your practice. From your areas of clinical interest, to the procedures you perform. From your care philosophy and communication style, to the hours you keep and the languages that you and your team speak. 40 ways to differentiate yourself to thousands of other physicians seeking to make the right referral. 40 ways to differentiate yourself to millions of patients seeking to find precisely the right doctor to treat their problem. Because the more you differentiate yourself from other doctors in your area, the more likely you are to get appointments from-and referrals to-the types of patients who can benefit most from your unique care. 1.To update your profile Go to: https://update.healthgrades.com/U/cs/R25KFB/_/A/******/**********?pCID=cs-reg-1 2. Register Click on the appropriate radio button * I am the provider 3. Provide the following information: Physician- e-mail; retype email; Password 4. Check that you have read the User Agreement 5. Click on REGISTER NOW Please note: Profile changes will not be made public until your identity is verified. In addition, I have removed you from future emailing's from Healthgrades however, since you are still practicing clinical medicine, we will not remove your profile from our consumer site. Regards, ***** **** Health Grades, Inc.

Desired Settlement: I am requesting my practice to be taken off Healthgrades Web Site I am a Florida Physician and have not authorized Healthgrades to use my information ***** **** in an email I have copied you has refused to delete my profile. I am a member of the BBB in good standing here in Florida since July 2008 and current until 2014. Please help me resolve this problem. Sincerely ****** L. **********, M.D.

Business Response: Initial Business Response /* (1000, 5, 2013/09/30) */ As a company, Healthgrades mission is to provide transparent, professional information to consumers who are searching for provider information. Healthgrades is a completely free, fully secure service where patients and referring physicians can learn about a provider and their practice. Quite often we find that the information we have on providers is incomplete or not up to date. We contacted Dr. ********** and invited him to complete his profile and to provide updated information. We regret that Dr. ********** has been dissatisfied with our services however our conclusions remain the same. We will not remove publicly available information from our website. Final Consumer Response /* (4200, 13, 2013/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Then why doesn't this company use public information to update other doctors that are still on their site who are in jail? This is public information also. They selectively use information as they please. They are not current on their information and I do not wish to be associated with a company that can not get the basic information correct here in the state of Florida example: http://www.healthgrades.com/physician/dr-******-ignasiak-2tlvk This physician is in "Jail" this is public knowledge just another example that they are incompetent in their information see attached link. http://www.nwfdailynews.com/local/freeport-doctor-who-faked-suicide-found-arrested-1.XXXXXX http://www.nwfdailynews.com/local/ignasiak-pleads-guilty-to-fraud-drug-charges-1.XXXXXX If this company is so good on updating Physicians information why do they still have a local doctor still on their Health Grades gave him a 3 on their site and he has not practiced medicine since 2006 Once again I do not want to be associated with a company that can not get their information correct yet lines up next to my profile all 5 star doctors to compete against me trying to hurt my business this is no way to HELP my practice. I want to be deleted like the other Physicians that are filing the same complaints on their Health Grades Fraud web site. 133 can not be wrong and I make 134 http://www.consumeraffairs.com/online/healthgrades.html ****** L **********, M.D. Final Business Response /* (4000, 11, 2013/10/22) */ We regret that you've been dissatisfied with our services however our conclusions remain the same. We will not remove publicly available information from our website.

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I never authorized listing of my professional or personal data. I have repeatedly requested them remove my information, and they have refused. I am a licensed mental health professional. The website has listed my home address, personal phone number, and purports that I provide private mental health services, which I do not. It also has people "rating" my performance when I offer no such service! I have asked repeatedly for my information - which was not requested to be listed or authorized by me - to be removed, but they consistently give me the run-around. Meanwhile, this is a blatant and imminent safety issue (clients from my clinical work as a city employee can now easily secure my personal information).

Desired Settlement: I would like my information removed from this website immediately!

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Thank you for contacting Healthgrades. We appreciate you letting us know of the error in the data. We are sorry and never intended to publish a residential address. One of the public data sources that Healthgrades uses lists this residential address as your business practice address. Healthgrades' intent is to collect the most accurate and complete information for all provider profiles. Please forward to me your professional address and I will gladly fix this immediately. Or, if you'd prefer, you may update the information yourself through our provider portal: https://update.healthgrades.com/ which is a free service provided by Healthgrades. I look forward to resolving this issue for you. Final Consumer Response /* (3000, 7, 2013/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want any/all of my information removed immediately! I do not care where Healthgrades obtained my data. I did not - and do not - want any of my information listed with their "service". It's that simple. This double-speak of theirs is precisely what I have encountered in my own efforts to rectify this issue. Of note, the BBB website lists hundreds of similar complaints, all unresolved and treated in this same, circular, deceptive fashion. Final Business Response /* (4000, 11, 2013/12/05) */ Please be advised that Health Grades publishes information that has been properly obtained from other publicly available resources. Your information was obtained from NPIdb.org, a publicly available source of information on providers in the medical profession. Following receipt of your email, we re-verified that your information is published not only with NPI but on other medical information sites as well. We understand your concerns and would like to suggest that perhaps you follow up with NPI regarding the information in your record if you have concerns about what is being made available to the public.

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Without my authorization, HealthGrades created a professional profile about me that is inaccurate, misleading, unverifiable and potentially dangerous. I am a MENTAL HEALTH PROFESSIONAL and this form of unauthorized and unreliable advertising comprises me both personally and professionally. As a mental health professional, I am a legally mandated reporter of abuse and at times, am legally obligated to provide opinions to officers of the court and judicial system for clients that are mandated into treatment. The unfair, unreliable and unverifiable surveys that Healthgrades allows basically ANYONE to complete, now provides a forum for these often unstable, and at times, violent individuals (and their families, friends and accomplices) to publicly intimidate and retaliate against me and my practice for basically doing my job. I WANT MY PROFILE COMPLETELY REMOVED AND DELETED IMMEDIATELY. http://www.healthgrades.com/provider/*******-******-34wmn

Desired Settlement: I WANT ALL MY OF INFORMATION PERMANENTLY REMOVED FROM ALL HEALTHGRADES APPLICATIONS (ESPECIALLY ITS WEBSITE) AND THEIR AFFILIATES.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Thank you for contacting Healthgrades via the Better Business Bureau. Healthgrades is removing the surveys because of the field of practice (mental healthcare provider). These will be removed within 5 business days. Healthgrades will not remove the provider profile from our database. Such information is a service to consumers and other professionals in the healthcare field.

12/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They continue to publish outdated information, even after I exchanged emails with them to give them correct information. I have been retired for years I have been retired for several years, yet they continue tell people that I am still in practice at the clinic where I used to work. Indeed, when I google my name "******* a. ********" their misinformation is the first thing that comes up!

Desired Settlement: When anyone googles my name, I don't want any link to Healthgrades to come up, especially their wrong and outdated information. I have fully discussed this with them by email, but the problem continues unchanged.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ Thank you for contacting Healthgrades. I have removed the profile from Healthgrades database and set the data flag to "retired". This will replicate to our consumer site within 14 business days. Final Consumer Response /* (4200, 15, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) People who google my name should not be confronted with a HealthGrade link. HealthGrade claims they are providing a service, but they are really using my name to advertise their existence. Final Business Response /* (4000, 13, 2013/12/06) */ As a service to healthcare consumers, Healthgrades will advise consumers of the inactive status of a provider and consumers will be directed to search for similar providers. Of note ~ your profile with Vitals.com and ratemd.com are still active.

12/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company markets unverifiable review and defamatory statements made about me that hold no truth. I received a review on this site on 10/28/13 that is completely false with ratings on criteria that are not relevant to the way or location in which I practice, by a former disgruntled colleague that was asked to leave my current place of employment after reports of aggressive behavior. The review blatantly shows that they are not a patient of mine receiving services as the site claims to intend, based on the details mentioned such as waiting time (I don't have a waiting room and I pick up clients so they are never waiting for me), office staff and environment (I work independently in a shared space within a school), ease of scheduling urgent appointments (I've never had a request for an urgent appointment), explanation of medical conditions/listening to and responding to questions, etc (I work with non verbal clients and use minimal verbal communication in my practice), spends appropriate amount of time with patients (I always spend appropriate time - it's based on my schedule supervised by the school). I've contacted the site with this info with no success of getting a response or getting the posting taken down. This review is unjustly tarnishing my reputation and putting my practice at risk.

Desired Settlement: I want healthgrades.com to take the review off (written on 10/28/13) and close my profile immediately. I never gave them permission to post my personal info on their site in the first place (which includes an inaccurate address and my personal - not work - telephone number), and knowing their reviews are not monitored and anyone can write in as a way to lash out or defame character without any grounds for truth, I do not want to be associated with the business. Your support is greatly appreciated.

Business Response: Initial Business Response /* (1000, 9, 2013/12/03) */ I am happy that Healthgrades was able to positively conclude this issue! Regards, ***** **** Healthgrades Final Consumer Response /* (2000, 11, 2013/12/04) */ Hello, This issue was resolved. Can you please confirm the case is closed? I sincerely appreciate your support with this. Thank you, **** ******

12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This business has me inaccurately listed on their site as a medical provider, and they failed to remove me despite request. My husband and I had issues with someone trying to wire money out of our bank account; we have since tried to secure our information. I found my information listed publicly on their site through searches. I contacted them in early June and wrote: Please remove me from your site; I'm not a doctor and don't want my information published. Thank you and email me to confirm. Here was their response June 3: Dear ****** ******, At Healthgrades, we're committed to making sure your profile is accurate and complete-and that it clearly differentiates what you do and how you do it. Because giving patients the information they need to choose the right doctor is what Healthgrades is all about. That's why we give you the ability to personalize your Healthgrades Profile across 40 different variables specific to you and your practice. From your areas of clinical interest, to the procedures you perform. From your care philosophy and communication style, to the hours you keep and the languages that you and your team speak. 40 ways to differentiate yourself to thousands of other physicians seeking to make the right referral. 40 ways to differentiate yourself to millions of patients seeking to find precisely the right doctor to treat their problem. Because the more you differentiate yourself from other doctors in your area, the more likely you are to get appointments from-and referrals to-the types of patients who can benefit most from your unique care. You're Not Just Any Doctor There is no doctor who practices medicine quite like you. Perhaps it's your areas of special expertise and advanced training. Maybe it's the way you engage with your patients or share information with them. Whatever it is that sets you and your practice apart from your peers, those are the differences that matter to patients and referring doctors. Those are the factors that ultimately guide their choice of a doctor. The Opportunities Waiting for You Inside: Differentiate Yourself Personalize your profile across more than 40 variables. Be Seen 20 million monthly visitors to Healthgrades.com. Engage Patients More than half of our visitors make an appointment within a week. Influence Referrals Almost 200k monthly physician visitors, looking to refer their patients to the right doctor. 1.To update your profile Go to: https://update.healthgrades.com/U/cs/XRQ3SD/_/A/******/****** ?pCID=cs-reg-1 2. Register Click on the appropriate radio button *I am the provider 3. Provide the following information: Physician- e-mail; retype email; Password 4. Check that you have read the User Agreement 5. Click on REGISTER NOW Please note: Profile changes will not be made public until your identity is verified. I responded: I am not a doctor! I emailed last week to ask your company to take my name and information off of your site. Please call me at XXX-XXX-XXXX to confirm you've done so. See the ORIGINAL QUESTION in the email above. If I don't have a call in a week, I'll report your company to the Better Business Bureau. Thank you, ****** ****** They never responded.

Desired Settlement: I want a letter mailed to me with a confirmation/case number verifying my name/family members' name and all information are removed from their site and date of removal. A copy of this letter will also be provided to the Better Business Bureau.

Business Response: Initial Business Response /* (1000, 5, 2013/11/13) */ I am removing the profile for this provider. The information was properly obtained from NPI, a public data source. I've attached a copy of the providers public profile to this complaint. This data will be removed within 14 business days from Healthgrades consumer site.

11/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades is a website which publishes Physician information "without their permission" and ignores requests for removal. I have contacted health grades on three occasions requesting my information to be removed. I am a physician in training and I am not even practicing medicine yet. They have also published my home address on the internet without my permission. Healthgrades has ignored my requests for removal. I spoke to a customer service representative today and despite finally acknowledging my emails, said that " the data removal will be processed in two weeks". This company is involved in questionable practices.

Desired Settlement: Removal my data within the next 48 hours.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Healthgrades has updated the provider address to a Texas location per the provider request. In addition, the profile is slated to be removed in the coming weeks.

11/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Privacy Violation I checked my information published on the Healthgrades website and discovered that my age posted on their website. I did not nor will I give consent for my age to be published. I am a physician, and the information published is supposed to all be directly related to my education and credentials and practice information as a physician. My age is irrelevant, and it is a direct violation of my privacy to post my age. I want my age removed from the website and for my age and date of birth to never be published by them again. I am not a public figure and am entitled to some privacy. I did not give authorization for this website to post my age. I want my age to be removed from this site immediately and permanently. I emailed them and I received the reply that my age will be suppressed, but it's not done, so I emailed them two more times, no answer. Please reply to this message. Thank you

Desired Settlement: Remove my personal information : AGE, immediately and permanently.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Healthgrades has removed the provider age per the request. Thank you, ***** ****

11/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: HealthGrades is falsely claiming on their website that I have retired or gone out of business and has hurt my referrals. Fall 2012 I noticed a steep drop in referrals to my psychotherapy practice. I googled my name and discovered that HealthGrades had posted on their website that "This doctor may be deceased, retired or out-of-business." I was horrified and contacted ***** ****, HealthGrades Customer Support Manager, to have this removed. We had a number of phone calls and e-mails about this. It took HealthGrades a month to remove this extremely damaging posting which appeared in a number of Google entries in addition to the HealthGrades website. I have no idea how long the damaging post had been up before I discovered it. Now this fall again I have noticed a steep drop in referrals. I again googled my name and found that HealthGrades shows up as the third google entry and says :"RECORDS SHOW THAT THIS DOCTOR IS RETIRED OR NO LONGER PRACTICING." Again, I am horrified. This is like someone posting on the internet that a store has closed or a restaurant has gone out of business. I estimate I have lost thousands of dollars of income due to these two postings by HealthGrades. Again, this could have been up for weeks or months now in 2013. Most of my current clients have found me by internet search. I see college students whose parents do searches before sending their child off to local colleges nearby me. I have received almost no referrals of college students this year when I normally have many. HealthGrades was very slow to respond last year and unapologetic for this posting, acting as if it was no big deal. ***** **** repeatedly said: "Well, it says 'may be deceased'....Unbelievable response. But in any case, this year their posting says that I have retired or am no longer practicing.

Desired Settlement: I seek a complete explanation from HealthGrades of why and how this damaging post has been put on their website about me twice. I seek complete assurance that some sort of plan is put into place that someone at HealthGrades immediately corrects this problem and checks ON A WEEKLY BASIS (until I release them from this responsibility) the website's listing under my name and takes immediate action if this error occurs again. I seek a written apology for this posting from HealthGrades.

Business Response: Initial Business Response /* (1000, 9, 2013/10/01) */ Over the past 2 years Healthgrades has made best efforts to respond expeditiously to several of ***** **************'s requests to either remove her profile or reinstate her profile. To the best of our capability we have tried to respond as quickly as possible. In the last 15 months Healthgrades has taken steps to streamline the profile suppressions and reinstatement process and adheres to a standard procedure in response to such a request. Healthgrades is agreeable to Ms. ******** ***** request to monitor her profile on a weekly basis and we have assigned an individual within our organization this responsibility. In addition Healthgrades is planning a future release to more accurately reflect a provider status. However, this should no longer affect Ms. ************** as she has an active profile. We apologize for any inconvenience that this many have caused and are confident that our revamped internal processes and assignment of an employee to monitor her profile should prevent this from reoccurring in the future. Final Consumer Response /* (3000, 13, 2013/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Healthgrades' response indicates they fail to appreciate their failings or the damage they have caused me. Despite repeated postings on their website that I may "be deceased" or I am "retired" or "no longer practicing", they offer no explanation why these postings appear and characterize them as "inconvenient" for me. While this BBB complaint was in process, Healthgrades falsely posted I was not accepting new patients. This complaint process does not prevent further damage by them to my psychotherapy practice and should be closed as not satisfactorily resolved. I will not respond on this website to further posts. Final Business Response /* (4000, 19, 2013/11/13) */ Health Grades is an internet-based company whose goal is to help consumers select the healthcare provider that is best-suited to the needs of the particular consumer. Health Grades publishes healthcare provider profiles with information from healthcare providers and from reliable third party sources and strives to make the user experience for both consumers and healthcare providers a positive one. One tool Health Grades offers to healthcare providers is the ability to manage their profile that appears on the Health Grades website. To manage one's profile, a healthcare provider may log into Health Grades' website and update information on the profile to ensure that the information Health Grades has obtained from third party sources is accurate and to make updates and modifications that the healthcare provider believes are necessary or appropriate. For example, a healthcare provider may wish to update his or her practice address after an office move or tell consumers a little bit about their treatment philosophy. (con't) Ms. ************** chose not to utilize Health Grades' profile management tool. Had she done so, the difficulties that she has complained about could have been avoided. By logging in to Health Grades' website, a healthcare provider may provide information regarding their practice, including their address and phone number, whether they are accepting new patients and what types of insurance they accept. Healthcare providers can also upload a photograph, describe their patient care philosophy, specify the procedures they perform, and provide information on their education and training. When healthcare providers chose not to manage their profiles and provide information directly, Healthgrades is solely reliant upon 3rd party sources. (Con't) In an effort to further address Ms. **************'s concerns, Health Grades has assigned an individual to monitor Ms. **************'s specific profile pages. This individual checks all profile pages for Ms. ************** every week to ensure that there are no problems. Health Grades takes its responsibilities to the public seriously and has taken appropriate and thorough steps to address Ms. **************'s concerns. Thank you. ***** ****

11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No action has been taken on early-May request to correct phone numbers of our medical personnel in Health Grades directory listings. In a May 14, 2013 memo and a follow up May 28 memo I asked the HealthGrades customer service staff to do the following: ***** There are wrong phone numbers listed for all of the physicians who practice at University of Iowa Hospitals and Clinics in Iowa City. Please use the following phone number for contacting all UI Hospitals and Clinics physicians: 319-384-8442. Please contact me at 319-384-1766 if you have questions. Thank you. I have not yet heard from you about addressing this matter. Please have someone contact me soon. We are having problems due to the volume of calls that are going to the wrong phone number. **** I received word on May 28 as follows: **** Dear ************, Thank you for contacting Healthgrades! We have updated the profile per your request. It will take approximately 24-48 business hours for this change to replicate across our web properties. Regards, Christal Healthgrades Support Team Healthgrades: How America Finds a Doctor' 999 18th Street Suite 600 Denver, CO 80202 **** As of today, October 17, no action has been taken on this matter. An attempt today to use the phone number provided by BBB resulted in a recorded message saying that the service is closed and to leave a message, but there is no means for leaving a message.

Desired Settlement: We are asking HealthGrades to go into its database and follow the instructions of the May 2013 initial memo, namely to change all phone contact information for University of Iowa physicians to 319-384-8442.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ Thank you for contacting Healthgrades. We responded to your email on 5/21/13 with the following email on 5/28/13: Dear*************, Thank you for contacting Healthgrades. Can I please get the incorrect phone number we are listing so I can make sure I corrected it on all locations. Please email me back by hitting reply to this email. Thank you, Samantha Healthgrades Support Team Healthgrades: How America Finds a Doctor� 999 18th Street Suite 600 Denver, CO 80202 cs@healthgrades.com www.healthgrades.com www.cpmhealthgrades.com www.bettermedicine.com We never heard back from *********** with the incorrect phone number so that we could fix this. I am most happy to work with *********** provided he supplies Healthgrades with inaccurate phone number so that we may fix. Healthgrades looks forward to resolving this for ***********.

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades placed an unauthorized profile that uses anonymity to defame myself as a practitioner. They have refused to take off profile or falsities Healthgrades placed an unauthorized profile that uses anonymous rating system- they don't check whether the person actually saw my practice and all negative comments are up for good. Their site is slander and defamatory of myself as a practitioner. They have refused to take off profile or false reviews. As a mental health practitioner this is an unfair and destructive business practice that destroys my reputation. Being in private practice my reputation means a lot. There is no way to be sure any reviews were of actual clients, nor is there anyway to see what the actual nature of their complaint was, just a five star system.

Desired Settlement: Compensation for slander and defamation of my practice and the loss of business therein and for this company to end this unfair and manipulative business practice against mental health professionals.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Healthgrades will remove all surveys because of the field of mental health. The ratings for this provider are well above average (4.5 out of 5 stars).However, because the provider is requesting we remove the surveys, they will be removed within 5 business days.

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company markets unverifiable reviews and defamatory statements Our law firm represents ******* I. Wax, DDS, of ****************. We have reviewed Healthgrades' online profile of *******, which was posted without his consent, and hereby demand that Healthgrades remove all review information from the profile. The reviews are unidentified and totally unverifable, and are defamatory in claiming that *******'s office is "worse than national average." ******* has no way of knowing if the reviewers are actual patients or the dates of alleged service. If Healthgrades fails to remove all review information from its profile, we will take legal action to protect *******'s rights and reputation. Please contact me if you or a Healthgrades representative wish to discuss this matter further. Thank you for your attention in this matter.

Desired Settlement: Remove all review information from the profile for S*************,************************

Business Response: Initial Business Response /* (1000, 10, 2013/10/22) */ Thank you for contacting Healthgrades via the BBB. Healthgrades recently changed how we are displaying survey results. Please visit the profile of ***********, DDS: http://www.healthgrades.com/dentist/dr-sanford-wax-23rrt#tab=patient-ratings *******'s satisfaction score is 4.4 out of 5 stars (out of 7 responses). Thank you.

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Healthgrades created a professional profile about me that is inaccurate, misleading and uses an unverifiable review process, without my consent. Healthgrades has created an inaccurate and misleading profile of my practice without my consent. They have implemented a consumer review process that is unverifiable. At times I am legally obligated to take action that may anger people. As a mental health counselor I am a mandated reporter and have to file a report of abuse and neglect when suspected. At times I am also required to report to probation officers on the progress clients are making in treatment. While most of the people I treat are simply going through a difficult period in their lives, others have serious mental illness and/or violent tendencies. The unverifiable rating system as well as the information they harvest and combine on their site places me in a professionally very compromised, and possibly unsafe situation. I am a seasoned professional who has practiced without incident for years. This site has left me vulnerable professionally and personally. They have created a portal for emotionally unstable patients to engage in cyber-bullying on professionals who have been forced/legally obligated to report abuse, neglect, or other instances compromising life. I have made many attempts to ask them to remove me from the site to no avail. I would like them to delete my profile (my information/identity) immediately and not place it on their site in the future.

Desired Settlement: I would like my profile and all information pertaining to me both professionally and personally to be removed IMMEDIATELY from their database and not added again in the future.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Thank you for contacting Healthgrades via the BBB. Healthgrades will remove all surveys on the profile because of the field of mental health. We realize that providers in this field oftentimes have to treat patients against their will. Given that, Healthgrades will remove these surveys from our consumer site. This will take 5 business days to replicate.

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Request to remove name and personal information from website was not honored in a timely manner. The privacy policy listed on the healthgrades.com website states the following: Do You have the ability to access, change or remove Your Personal Information? At any time, a You may contact Healthgrades via e-mail to request: A summary of any of Your Personal Information retained by Healthgrades; A change to the Your Personal Information maintained by Healthgrades; or Removal of Your Personal Information from Healthgrades' database. You should send Your request to info@healthgrades.com. In the event Healthgrades receives such a request, Healthgrades may require You to confirm or verify any change to Your Personal Information. I have made numerous requests for healthgrades.com to remove my name and personal information from their website. The only correspondence I have received is from someone named ****** who merely emailed me a copy of their privacy policy. I request that healthgrades.com remove my name and address from their website and database. I am not a doctor, dentist or hospital and do not wish to be associated with this website. Healthgrades.com is not enforcing their own privacy policy.

Desired Settlement: Removal of my name and personal information from healthgrades' website as per privacy policy.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ Healthgrades is in the process of removing all pharmacists from our website for safety concerns. we have already replaced this provider address with "x Street Address". In the meantime, I have removed this provider from our database. This will take approximately 14 business days to replicate to our consumer site. Final Consumer Response /* (2000, 7, 2013/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has already removed my address and phone number information. I hope that Healthgrades lives up to its commitment to remove all pharmacists from their database in a timely manner.

9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: HealthGrades has published my home address and telephone number online without my permission or consent. Furthermore, they misreport my profession. As of 9/2/2013, my personal home address and phone number are listed on HealthGrade's website. It is possible that they obtained this confidential information from NPI, however, affiliation with their website, and the violation of my confidentiality is against my will.

Desired Settlement: I am seeking immediate rectification; that all of my contact information is immediately removed from their website and database.

Business Response: Initial Business Response /* (1000, 5, 2013/09/17) */ Thank you for contacting Healthgrades. Although NPI information is public and the address listed is listed as a business practice address, Healthgrades is granting a one-time exemption to remove this profile from our database. This will take 14 business days to replicate to our consumer site. Final Consumer Response /* (2000, 7, 2013/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)


Customer Review(s)

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Customer Reviews Summary

5 Customer Reviews on HealthGrades
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