Complaints

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

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising 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 joined a counseling agency that used simple practice. I was not the Administrator but my financial information as well as my clients that were brought over from another clinic are on file with simple Practice. In Feb I learned the owner of the mental health counseling center was sleeping with a married coworker. Given the nature of my business and the number of people I work with-that have had lives altered as a result of a. Affair- an affair but the individual that is a counselor is inexcusable. My last financial record that I had access to in Feb- showed $6,000 plus in unpaid claims. To date I have been paid $3000. I have no way of looking at my personal financial records. I would like my financial standing as well as my downloaded notes that are mine from a previous job and are held by Simple Practice. The owner of the agency has been awful. There is no point in attempting to communicate. Thank. ****

• Initial Complaint

  Date:03/25/2025

  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 am a licensed professional counselor utilizing SimplePractice as my Electronic Health Records (EHR) system. On March 20, 2025, SimplePractice experienced a catastrophic system failure that locked providers out of their accounts for the entire business day. Contrary to their claim of a two-factor authentication issue, which severely minimizes the impact on patients and providers alike, the situation was far more severe, leaving thousands of healthcare professionals unable to access critical services, including:- Client charts and treatment records - Schedules and appointments - Secure client messaging - Billing and insurance documentation This outage severely impacted patient care for an entire day and is still unresolved at the time of this submission. Yet, SimplePractice has minimized the situation, offering copy-paste responses and refusing to take immediate action. Their unwillingness to disable or adjust the two-factor authentication (2FA) to restore access demonstrates a blatant and reckless disregard for the healthcare providers and clients who rely on their services.Their failure to act promptly is unacceptable, particularly given that they recently raised their subscription fees while failing to provide a reliable service.I am seeking accountability from SimplePractice for the following:- Breach of contract (failure to provide access to paid services),- Negligence (dereliction of duty resulting in damages, missed appointments, and disruption to patient care),- Unfair business practices (charging premium rates while failing to ensure system reliability).SimplePractice must and WILL be held accountable for this negligence. If needed, I am prepared to escalate this matter to an attorney for individual arbitration. When it comes to healthcare, "We're sorry" simply just doesn't cut it.Thank you for your time and attention to this issue.

• Initial Complaint

  Date:03/20/2025

  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 asked to cancel this service over two years ago because I could never reach anyone there to help me set it up. They have continued to bill me even though I not accessed their services in that time. As it was on autopay I didnt realize they were continuing to bill me this year. Ive sent requests to cancel to their emails but they auto-respond it must go through the log-in (but clearly that didnt work the first time). There is no phone number or email for assistance, and the chat is an endless loop of non-answers. PLEASE HELP ME CANCEL THIS SERVICE and if possible be refunded for at least the past year of non-use. I notice no previous complaints have been answered, which is sad and unsurprising.

• Initial Complaint

  Date:03/07/2025

  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.

  Simple Practice raised subscription prices by 15% (with under a months notice) without providing services they agreed to provide. They noted timely customer service and my inquiries have gone unanswered for over a week. They are price gouging and taking advantage of subscribers.

• Initial Complaint

  Date:02/13/2025

  Type:Customer Service 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 am writing to express my deep frustration with the continued decline in service quality, coupled with yet another rate increase. Over the past several months, my team and I have encountered an increasing number of technical issues that have made the platform nearly unusable.Most notably:Telehealth Failures Today, my client and I were both logged in for a session, yet the platform failed to function properly. We provided screenshots as evidence, yet the only response I received was an email instructing me to call support. When I did, no one was available to assist me, and my issue remains unresolved.Obstructive *************** Simple Practice has made it increasingly difficult to add new team members. Each time I reach out for assistance, I receive the same generic response, implying that the issue lies with me or my team, rather than acknowledging or addressing the actual problem.Unjustified Price Increases Raising rates while simultaneously delivering subpar service and failing to resolve critical platform failures is simply unacceptable. If Simple Practice expects users to pay more, then the service should reflect that valuenot deteriorate into what now feels like an unreliable and exploitative system.Additionally, I have yet to receive a callback or meaningful follow-up regarding my unresolved telehealth issue. I expect a prompt resolution to these matters and a legitimate explanation for the ongoing technical failures before any further rate increases are imposed.Please escalate this issue immediately and provide a direct point of contact who can offer real solutions rather than automated responses.I look forward to your prompt response.

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

  They charged my credit card on 12/20/24 for *****. this did not include the referral discount or the ***** offer for the starter plan. Instead they informed me I was "randomly selected" for the ***** repackaged starter plan which they claim is better. But I don't want the additional items they packaged. They will not switch me to the plan I requested. And this is an ongoing charge twice what I wanted to pay. I haven't used the simple practice platform yet with a client, only to try to learn it. All I've done is pay the bill.

• Initial Complaint

  Date:01/14/2025

  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 am an active customer of ********************** and have been since 2022. I stopped using their EHR in May 2024 due to horrible customer service interactions every time I reach out. I decreased my enrolled package down to the lower option which doesn't allow any claims to be submitted through their system. Dec 2024 (after not using their system outside of storage) for 3 months they claim I asked them to enroll me in ERAs and they took it upon themselves to do so without my permission or written requests. When I asked to have. a call from a supervisor I received an email at the end of their work day. (This is typical practice so any resolution is always days and days away) Meanwhile when SimplePractice did this without my permission it messed up my current and correct enrollments with my EHR. This means I can't reconcile my accounts for 2024. Additionally in order to fix this it will take HOURS of manpower ALL at the busiest time of the year for a small practice like mine. With the major mistake they have not shown where this was requested and simply are trying to convince me this is my fault. They don't care about the chain of events this has sparked and that a small practice will get buried under the weight of all of this. HORRIBLE COMPANY AND HORRIBLE PRACTICE. THEY DO NOT CARE ABOUT THEIR PAYING CUSTOMERS. ANYONE CONSIDERING SIGNING ON WITH THEM SHOULD CONSIDER THEIR BUSINESS AND IF THEY LIKE BEING BLINDSIDED BY A COMPANY THAT IS SUPPOSE TO ASSIST. AND WHEN THEY MESS UP, THEY WONT EVEN TAKE ACCOUNTABILITY OR HAVE THE COMMON COURTESY TO HAVE SUPERVISOR REACH OUT.

• Initial Complaint

  Date:11/12/2024

  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.

  We have been approved to ************* since June of 2024. We still cannot bill any of the claims because Simple practice is saying the "clearinghouse" - Eligible- is not moving our case along. We will lose money for timely filing very soon. They have "closed" the work order as "solved" but it isn't solved. They have been rude when I ask for an update telling me "I told you I'd let you know if I had an update." Yet, I'm paying for a service and they are NOT doing their job. Please help.

• Initial Complaint

  Date:11/06/2024

  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 am filing a system error that occurred while trying to submit a claim- I am disappointed because simple-practice did not send me any updates to their system. Been using simple practice for over 18 months now and I tried submitting a claim- however, when submitting this claim- an error message occurred " This is the error message preventing me from submitting my claims to insurance company."Please correct the following errors on the claim. Billing provider address cannot be ** Box"This error message makes no sense considering, this the ** box address is my contract and all my previous claims has this address. Also, why are they providing me this error now and trying to prevent me from submitting my claims-further delaying my insurance claim payment and processing.. I need an explanation.

• Initial Complaint

  Date:11/06/2024

  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.

  We use this company's EHR system for our business, they provide us with a telehealth platform which is used for 90% of our business. 10/15/24 the system has become unusable. We have made a handful of helpdesk tickets reporting the problem. They require you to put in a ticket and then wait for assistance, after putting in numerous tickets with zero help, we decided to call to speak with someone on 10/27/24 still zero help, asking to speak to supervisors. Have had zero guidance on when it will be fixed, what is wrong, a work around nothing!!! We are a mental health company, we have clients in dire need of care, we are unable to assist them virtual without a HIPPA compliant platform. We have 38 providers on staff who all work ***** hours a week, this loss is detrimental to the business. I need this concern resolved and i need to be credited for the time and income loss. We have about 257 appointments a day.