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Business Profile

Medical Records

Athenahealth, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Athenahealth, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Athenahealth, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      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.
      Athena Health / ************* is repeatedly sending harassing emails after I have requested for them to cease and desist all communication on numerous occasions. They stop briefly and ultimately start again. This has been a pattern as I previously filed a formal complaint.

      Customer Answer

      Date: 07/11/2025

      I have not heard from the business in response to my complaint.
    • Initial Complaint

      Date:06/26/2025

      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.
      My husband visited the ******* *** is in-network, for an annual checkup. My health insurance is through my employer, *** uses ******************* which is out of state (I'm in ***************************** ************************, sent the bill to its billing company, Athena Health.Athena Health should then send the claim to my local ********** branch. The local Maryland BC branch then connects with my ******************, which is located in ****************. Together, BC is supposed to cover the claim.The first time I received a missed payment notice, it was because Athena Health didnt know *** to direct the claim to. I called Premera BC, and they said they would call Athena and give them the correct information for sending the claim to the Maryland BC.I received the same bill again from Athena that said that Maryland BC says my claim is ineligible for coverage.Premera said they have not received any claim information from Maryland BC. I can only assume Athena Health is either not being truthful about Maryland's BC branch or is continuously failing to file the claim correctly.
    • Initial Complaint

      Date:06/09/2025

      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.
      3 months after changing over to Athena, our income was slipping. By 4-5 months we were having trouble meeting payroll. Six months in it was clear we may be going out of business after 26 years.I took no salary for 7 months, worked 24/7 and finally was given the advice that the only way to save the company was to go back on ****** which we did.Six months later we are back on our feet.Over $600,000 in collections remains missing.Athena barely worked claims. Their customer service barely speaks our language and is of no help. The "Customer Success" manager seemed to be h*** bent in putting us out of business. When I finally got our case escalated to the ** of Sales, he only made it worse and was actually agressie toward us.Curemd is honest, reliable, and goes to the wall with each and every claim. You can always reach someone who knows what they're ******** not get involve with this company. They were sued for millions by a hospital for fraud. They were bought by **************** 10 years ago and they probably gutted whatever value there ******** of experience: January 15, 2025
    • Initial Complaint

      Date:04/16/2025

      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.
      I received my provider bill in the mail who now uses AthenaHealth for billing services. I called promptly and paid over the phone whilst speaking to an agent. Received confirmation number of payment and confirmed processing on my bank account. Less than a month a month later I received THE SAME bill I already paid. I called the billing number for AthenaHealth again and received some of the most malicious and false customer service of my life. The woman I spoke to constantly interrupted me, told me my payment was "voided" and I'd have to pay again. She proceeded to give me no information as to why my payment was voided but just that I have to pay again. I'm not paying again without an explanation from AthenaHealth. The customer service agent was unhelpful, rude, and accused me of "screaming" at her while I had a room of 2 witnesses, I had to ask her constantly to stop interrupting me. She was clearly racist and unhappy in her job.
    • Initial Complaint

      Date:03/03/2025

      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.
      Last August, 2024, I took my two minor sons to *** minute clinic to receive a Meningococcal vaccine that was required of them before the start of high school. The *** minute clinic NP submitted one of my sons as a ******** patient (he has NEVER had ********) and the other son was submitted incorrectly to the wrong insurance company. It took me months and multiple phone calls to have this straightened out, only after finding someone at my insurance company who was able to determine that they were submitting the claim to the wrong place. I was told in January 2025 that this would all be taken care of. I am not being harassed by *** credit collection agency due to AthenaHealth's mistake. I want Athena Health to figure this out and I want TSI credit collection to stop harassing me. This is unacceptable that the client/patient has done nothing wrong and has to chase around people at service provider's businesses to figure out what mistake they made to cause this cascade of events. If Athena Health would stop randomly labellling ******** patients and just pick up the phone and call the insurance company from the beginning this never would have happened.
    • Initial Complaint

      Date:02/21/2025

      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.
      My complaint is regarding athenahealth not making available the contact for a privacy officer, as required by law. Athenahealth is a HIPAA covered entity which means that they are required to have a privacy officer and maintain the ability to complete an accounting of disclosures at a patients request. Athenahealth maintains protected health information, therefore they are required to maintain a log of medical record releases and any EHR/encounter data access. Please respond to my complaint with the contact for your privacy officer so that I may exercise my right to request an accounting of disclosures, as permitted by law.

      Customer Answer

      Date: 03/03/2025

      I have not heard from the business in response to my complaint. They still do not have a direct contact for a Privacy Officer, as required by law.
    • Initial Complaint

      Date:02/11/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a payment due invoice for $45.34 for a visit with ***** ******, DO for services 01/05/25, which were denied payment from my insurance company. I did not have a meeting with ***** ****** on 01/05/25, which was a Sunday. I have not contact my insurance company yet, but will do so.

      Customer Answer

      Date: 02/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I contacted ******** to receive additional information that the business did not provide.  I have settled the claim, but wish to have notice on this business who did not respond and provided no help.  I have determined that based on information provided by ********, the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** *****
    • Initial Complaint

      Date:02/06/2025

      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 did not sign up for Athena insurance you guys are the reason I have a 1095 a form you're trying to take money out of my taxes because of this insurance I haven't paid anything to go and you want to charge me money I haven't even been to the doctor I haven't used your services or anything
    • Initial Complaint

      Date:01/08/2025

      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.
      A bill for a service on 1/31 was over billed. We paid the bill but several months later our insurance was looking into it. Our insurance noticed that they charged things more than once and they were not supposed to. An adjustment was made to our bill. The problem now is that Athenahealth is not give us the extra money back. They filled it in a way that we are jumping through hoops to get it.
    • Initial Complaint

      Date:01/03/2025

      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.
      AthenaHealth is the third-party billing service that my provider uses. I was billed $293 over my Patient Responsibility for two of my office visits with my provider. I contacted AthenaHealth a total of 5 times from 6/18/2024 to 12/15/2024 to try to correct my invoice that showed Total Charges of $821 for both office visits. My insurance provider, ******, had processed the claims and sent AthenaHealth the *** for both claims. However, AthenaHealth's representatives told me each time I called that they either never received the **** or I was told that ****** needed to complete a coordination of care. Neither excuse made sense to me as I only have one insurance provider and ****** confirmed that the **** were sent to AthenaHealth. I was finally forced to pay the total amount of $821 when they sent me to collections. This overcharging by AthenaHealth is due to either inaccurate records or mixing-up of patients. Due to their incompetence and unwillingness to correct my issue, I was forced to pay the extra $293. AthenaHealth's billing practices are unscrupulous. Consumers should be aware if their medical providers use their billing services.

      Customer Answer

      Date: 01/14/2025

      I have not heard from the business in response to my complaint.

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