Complaints

This profile includes complaints for Practice Fusion's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Practice Fusion

  731 Market St Ste 400 San Francisco, CA 94103-2009

• 

  Practice Fusion

  1690 Greenwich St San Francisco, CA 94123-3668

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

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently complained about a lack of communication and Acknowledgment from Practice Fusion billing services that impacting my superbills. The responses that I received from Practice Fusion was they were going to take immediate steps streamline their communication process to ensure my queries are addressed promptly and and efficiently. DO THEY FOLLOW THROUGH? NO They also said they were going to assign a dedicated account manager to my case that they are going to ensure my concerns are addressed. DO THEY FOLLOW THROUGH? NO ABSOLUTELY NO CHANGE!!!I am still having issues with my ********. I have sent emails to billers but either no responses or delayed responses with inaccurate information. This no responses, delayed responses, and inaccurate information is affecting my mental health and my superbills.I have 5 billers working on my superbills but absolutely unsatisfactory work.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 based on what they are going to do.

  I will wait to see if they follow through with the plan
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/18/2023

  We at Practice Fusion have received your complaint regarding the difficulties you have experienced with our billing services. Please accept our sincerest apologies for the issues you have encountered and the frustration it has caused.
  
  Your feedback is extremely valuable to us, and we take it very seriously. We understand that clear and efficient communication is crucial, especially when it pertains to billing and service issues. We regret that your experience did not meet the high standards we set for customer service and support.
  In response to your concerns:
  
  Improved Communication: We acknowledge the challenges you've faced with our communication methods. We are taking immediate steps to streamline our communication process to ensure that your queries are addressed promptly and efficiently.
  Billing Accuracy: The accuracy of your superbills is of utmost importance. We are conducting a thorough review of your account to rectify any inaccuracies and ensure that all future ******** are processed correctly.
  Dedicated Support: To provide you with a more consistent and personalized experience, we will assign a dedicated account manager to your case. This manager will be your primary point of contact for any inquiries and will ensure your concerns are addressed to your satisfaction.

  We are committed to resolving these issues as quickly as possible and will keep you updated on our progress. Your satisfaction and trust in our services are paramount, and we are dedicated to restoring both.
  If you have any further questions or concerns, or if there is anything else we can do to assist you, please feel free to contact us directly.

  We appreciate your patience and understanding as we work to improve your experience with Practice Fusion.

  Thank you for bringing these issues to our attention, and we look forward to resolving them to your satisfaction.

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022, I upgraded my subscription with Practice Fusion to include universal medical records (the ability to access a patient's medical records from other healthcare facilities through a universal program implemented by the government). The Practice Fusion upgrade included an additional $50 monthly fee. Since August 2022, Practice Fusion has been diligently collecting this fee but has offered no help in implementing the service, and to date, my medical practice does not have access to universal records. My office manager and I have done all the legwork communicating with ********************************** with NC HealthConnex to get this program up and running, with no help from Practice Fusion. However, it is still not working. Practice Fusion provides no communication or guidance regarding this program and the only information we received regarding this service was through repeated phone calls to their helpline. I requested to speak to a supervisor, but that request was denied. I also requested a refund but was informed that this company never offers refunds. Practice Fusion is clearly taking advantage of independent medical practices that are already struggling to survive in this complicated healthcare environment. This is just another example of corporate greed preying on small practices that are just trying to provide good healthcare to their patients and are struggling to remain solvent. There have to be repercussions for these greedy companies!

• Initial Complaint

  Date:06/14/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wasn't able to add prescribing credentials without subscribing, even to utilize the "free" 14 day trial. Within a few days of trying to send medications for my patients, I knew Practice Fusion would not work for my practice model and cancelled. I cancelled within mere days and they won't let me out of the contract. I have to pay for a full year for something that I will never use and cancelled within their 14 day trial period. This company is a scam! Do not subscribe! Why would a legitimate company not allow a provider to cancel, if the program doesn't work for their needs, especially within the first week, if not the advertised '14 day trial period?"

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial with practice fusion. I was clicking on things to see how the system worked and updox was one of the things to venture. I was prompted to enter my credit card information. I assumed it would be if I decided to utilize the service but since it was a free trial, no money would be charged. At no point did it state anything about a contract or a price charged. 2 days later, a charge of 100.04$ was charged. I immediately called and emailed asking for a refund. No one ever called me back but I received attached email telling me to fill out a cancellation form and declining me a refund. I have not utilized said service. I have not logged in. I do not even really know what I was charged for. This was very fraudulent as it seems as if they trick you into this and making easy money. Most companies would refund especially seeing the person have not used the service as well as them being contacted immediately. I also emailed practice fusion. No surprise I was ignored and they haven't even acknowledged what transpired here. Seems as if these two companies are in a scheme together.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Practice Fusion for months regarding the details of my account. They have ghosted me over email, and despite their email response and website saying that I can call their phone numbers, when I call them and select that I am a patient, I am redirected to the very site that says I can call them without any opportunity to speak to a human!

  Business Response

  Date: 12/19/2022

  Practice Fusion operates an electronic health record service as a business associate of its healthcare provider clients.  As such, Practice Fusion is required by law to maintain the medical records on behalf of those healthcare providers.  In general, healthcare providers are themselves under legal obligations to maintain health information pursuant to Federal and state laws. 
  
  Through its Patient Fusion online portal, Practice Fusion allows medical professionals to provide their patients with access to medical records.  This functionality is accessible to individual patients at the discretion of their healthcare provider, and it is a patients healthcare provider who decides what, if any, records to share with the patient.  Should a patient wish to have his or her access to this service modified or have questions regarding the details of the account or the patients medical records, that patient should address that request directly with his or ************** provider. Accordingly, as a standard procedure, in the event a patient contacts Practice Fusion with questions regarding the details of a Patient Fusion account or medical records in general, Practice Fusion directs the patient to speak with his or her provider.
  
  

• Initial Complaint

  Date:08/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Practice fusion sold me an *** after trial period and the *** that was delivered to me is unusable and unable to work with. I tried many times to reach customer service, tried to work with their implementation specialists. Now I am stuck with a completely useless *** with a 149 dollars a month payment every month. I tried disputing many times and tried to rectify this situation witht he merchant only to get generic and in summary "too bad you are stuck with a 1 year contract" and further more accusing me of "buyers remorse" They delivered a product that is absolutely of no use to my practice.This is a very unprofessional and fraudulent transaction that is very different than what was advertised and what was seen in the trial period.

  Business Response

  Date: 09/06/2022

  Practice Fusion understands and has acknowledged Dr. ******** concerns regarding the annual subscription to use the Practice Fusion *** product.  However, a subscription to use the Practice Fusion *** product is an annual commitment,and Practice Fusion does not provide subscription term lengths for the *** product shorter than one year. Understanding that the subscription to use the Practice Fusion *** product is a minimum of 1 year, in order to give a potential user the opportunity to determine whether the Practice Fusion *** service is a good fit for his or her needs, Practice Fusion provides a 14 day trial period where a potential user is (1) permitted to use the ********************** *** product at no charge; and (2) provided a live demonstration of the product and workflows. During this 14 day trial process and subscription process in general, Practice Fusion makes it clear that the subscription agreement for use of the Practice Fusion *** product is on an annual basis and a minimum 1 year commitment, and a user (1) cannot cancel the subscription prior to the end of the first year of the service, or (2) reduce the number of clinical licenses that are purchased under the subscription prior to the end of the first year of service. As a standard practice, upon subscribing to use the Practice Fusion *** product, Practice Fusion provides a new user ****** days of training for use of the Practice Fusion *** product, (2) 5 remote training sessions, and (3)a direct point of contact with a dedicated Practice Fusion implementation specialist. In this particular case, ****************** was able to use the Practice Fusion *** product for the 14 day trial period, and thereafter, ****************** subscribed to use the Practice Fusion *** product for a 1 year period.Accordingly, based on the terms of the subscription agreement, ****************** would not be permitted to cancel the Practice Fusion *** product subscription prior to the end of the 1 year term. Additional actions under review.