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:09/19/2023

  Type:Customer Service 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.

  Formal Complaint: Inability to Access ********** Account - Patient Care Adversely Affected Dear Better Business Bureau, I am writing to formally lodge a complaint against DrFirst, the company responsible for the ********** application. My name is Dr. ****** *******, and I am a practicing physician who relies heavily on the ********** app to provide timely and effective care to my patients. **Details of the Issue:** - **Company Name:** DrFirst - **Product:** ********** Application - **Issue:** Inability to access my ********** account - **Date of First Contact with DrFirst Support:** 9/11/2023 Over a week ago, I encountered issues logging into my account and immediately reached out to DrFirst's support team for assistance. Despite the urgency and critical nature of the situation, I have yet to receive any meaningful help or resolution. The recent policy changes related to e-prescribing have made it even more essential for me to access my account. The ongoing delay and lack of support from DrFirst are directly impacting my ability to serve my patients, which is both distressing and unacceptable. I understand that technical glitches can occur, but the prolonged lack of response and resolution is deeply concerning. As a healthcare professional, I have a duty to my patients, and tools like ********** are crucial in fulfilling that duty. The inability to access my account and the subsequent lack of support from DrFirst have placed both my practice and my patients in a precarious position. I am reaching out to the Better Business Bureau in the hope that this matter will be addressed with the seriousness it warrants. I kindly request your intervention to ensure that DrFirst takes immediate action to resolve this issue. Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 10/20/2023

  We reviewed the complaint from ***************************, which was submitted to the Better Business Bureau from an *******************, regarding **.******** ’s failure to access **********.  Our records indicate that this is a suspicious account, which is why access was not granted.  Two payment attempts were made.  The first was declined because our credit card processor reported that the card used had been reported stolen.  The second payment, which was made with a different card, was ultimately successful but was flagged as potentially fraudulent and was later disputed by the cardholder.  In addition, the practice being signed up has a mailing address in a different state than the physical address of the device that was used to register that practice.  Finally, there is no record of ****************, who submitted the complaint to the Better Business Bureau, being associated with **. ******** practice.  All of these issues lead us to believe that access cannot and should not be granted to iPrescribe. 

  Customer Answer

  Date: 10/20/2023