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Business Profile

Computer Software

Waystar

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

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

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/16/2025

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to address ongoing concerns regarding my experience with the services provided by Waystar. I signed up with Waystar in September 2024 with the expectation of a solution for my benefits verification process. However, despite signing the contract on 9/30/25, there was a significant delay in getting set up for services.After reaching out on 10/7 and 11/4, including escalating to ***** ******** for assistance, I expressed my frustration at the lack of progress in setting up the services as promised by the sales team. It took an additional 5 days for a response from ****** which led me to request the cancellation of services due to the lack of timely and effective communication.Subsequently, I sought to cancel the account in January as the system did not meet my needs as previously discussed during the sales process. I am perplexed by the $2500 balance on my account for a system that I did not use, primarily due to being misled by the salesperson regarding compatibility with my EHR system.I have attached copies of all relevant emails, including communication where it was indicated that the system does not work with my EHR, a crucial factor I had specifically inquired about before signing up for services.I respectfully request a thorough review of the situation, including the circumstances that have led to this billing discrepancy. Your assistance in resolving this matter promptly would be greatly appreciated.

    Business Response

    Date: 08/11/2025

    Due to the lack of integration with the practice management system,, Waystar has agreed to cancel the agreement without penalty.  A member of the ********************* will coordinate with Finance to complete this action and send confirmation.

    Customer Answer

    Date: 08/11/2025

     
    Better Business Bureau:

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

    Sincerely,

    ***** ************************** Best

Waystar is NOT a BBB Accredited Business.

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