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:08/27/2025

  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.

  On 7/21/25, Via the Zocdoc app, I scheduled a dematologist appointment utilizing their online services on the app. I entered my service area, insurance provider, and speciality.. Per zocdoc I scheduled an appointment with a provider that my insurance covered. However, after the appointment, on 8/18/25 I received a bill from the provider stating the my insurance covered 0%. I now have a bill of $590. If I knew that this provider did NOT take my insurance I would have NOT scheduled it. However, due to misinformation from Zocdoc stating that the provider was "in-network", I now have to pay this bill for a simple consultation. The doctor's profile still states he "in-network" under his title. Zocdoc should improve the accuracy of whether or not providers are "in-network" to avoid situations like this.

  

  Business Response

  Date: 08/28/2025

  Hello there,
  At Zocdoc, our intent is to provide our patients with a great experience. We thank you for bringing this issue to our attention. A member of our Service team looks forward to connecting with you to see how we can resolve this issue. In order to best help you, please give our Service Team a call at **************. We look forward to connecting soon.
  Best,
  Team Zocdoc

  Customer Answer

  Date: 09/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* ********
  
  
  
   
  
  

• Initial Complaint

  Date:08/23/2025

  Type:Service or Repair 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.

  Zocdoc suspended my account solely based off a patients documentation. My account and schedule is synced with my EHR, therefore, it is correct and up to date. The patient clearly lied and zocdoc is taking their word over clear evidence to the contrary.

  

  Business Response

  Date: 08/25/2025

  Hello there,
  At Zocdoc, we always strive to provide our doctors with a great experience. A member of the Zocdoc team has followed up personally with ********************* We have let them know that the practice's account is in continued violation of Zocdoc's Community Standards. This violation will remain as part of our standard policy enforcement.
  If Dr. ******************* like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  Best,
  Team Zocdoc

• Initial Complaint

  Date:08/05/2025

  Type:Order 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.

  We signed onto ZocDoc to help get business for our new primary care physician. Upon doing so, ZocDoc did state that it was $45 per person that made an appointment. However, I was not aware that if the person cancelled or no showed, we were still liable for that fee. We had MANY no shows. In fact, ZocDoc said we had 57 appointments made, but I do not agree that is an accurate number. Of those, we saw about 10 people total because the appointments were cancelled or no showed. We began to call people to remind them of appointments. What we found was that many of the people we contacted stated that they never made an appointment on ZocDoc, had emails that bounced back, or had telephone numbers that were not in service. One person was VERY angry that we called, and she stated that she has never even used ZocDoc. In addition, we will have people make an appointment and then cancel it only a few minutes later, of which we are still liable. At this time, I believe that ZocDoc is increasing the number of appointments either with bots or with false patients. We will no longer be using the service. I believe that others deserve to know what is occurring. I did reach out to the company, and they stated that they will not work with me or change their mind about the fees.We are happy to pay for the appointments that were made.

  

  Business Response

  Date: 08/07/2025

  Hello there, 

  At Zocdoc, we always strive to provide our patients and doctors with a great experience. A member of the Zocdoc team has followed up personally with *************************** We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  
  If ***************************** like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  
  Best,
  
  Team Zocdoc

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair 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 signed up with zocdoc as a healthcare provider, and was in the process of asking for the calendar integration to be turned off, as it was not working properly. A patient was able to book in a time that was not available on my actual calendar. I had reached out to zocdoc via chat prior, was told it would be, and then was charged anyway for the "client referral." IThe service was not working properly and allowed someone to book with me when the calendar should have been blocked. I have since turned off the calendar.

  

  Business Response

  Date: 07/29/2025

  Hello there,
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. A member of the Zocdoc team has followed up personally with Dr. ********* ******* office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  If Dr. ********* ***** would like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  Best,
  Team Zocdoc

  Customer Answer

  Date: 08/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: they have continued to refer to an agreement, and I've already explained that I had been in contact with them to try to resolve the issue prior to a patient scheduling an appointment. They have stated that they don't have a record of this, which is not my concern.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

  

  Business Response

  Date: 08/12/2025

  Dear BBB,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Upon reviewing our records, I can see that our team has reached out to ********************************** their billing concerns. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  
  Weve also attached the User Agreement that was signed by *** ********* ***** on 5/8/25, which includes the relevant information showing that the practice consented to the user agreement and all features associated with the Zocdoc account in addition to the explanation for why this appointment would not warrant a credit or a refund.
  
  If they would like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  
  Best,
  Team Zocdoc

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They seem to just be repeating themselves and have not shown the communication history in full. I asked for the calendar to be turned off, it was not, and then a patient was able to book with me and I was charged. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

• Initial Complaint

  Date:07/11/2025

  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.

  Zocdoc charges providers a $45 non-refundable fee for each booking, even when patients cancel, no-show, or fail to complete intake. I accept the financial risk of acquiring new patients but what I did not consent to is Zocdoc falsifying platform metrics by removing providers like me when patients ghost.After multiple patient-initiated no-shows despite my full availability Zocdoc penalized and then suspended my profile based on their realization rate, which does not distinguish between patient and provider behavior. As a result, Zocdoc unilaterally severed access between me and patients who had already established care. This is not just unfair its a serious breach of medical ********* abruptly removing me, Zocdoc interfered with the physicianpatient relationship and obstructed continuity of care. Patients had no warning or medical explanation they were simply cut off. This violates basic clinical standards upheld by the *** and state medical boards. While Zocdoc is not a medical provider, it is acting in a way that directly undermines ethical patient care.This also violates:*** Act 5 and the *** Junk Fees Rule (16 C.F.R. 464) for charging unavoidable, non-transparent fees.California UCL ( *****) and CLRA ( 1750) for unfair and deceptive trade practices.Principles behind tortious interference as recognized in ** * ******************* (*****) and other jurisdictions.Zocdoc is profiting from non-delivered care, punishing ethical doctors, and compromising patients all to maintain misleading platform statistics. I request full refund of fees for patient no-shows, removal of penalties, reinstatement of my profile, and investigation into these practices.

  

  Business Response

  Date: 07/11/2025

  Hello there, 
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with ****************** We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  If Dr. ***** would like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  Best,
  Team Zocdoc
  

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising 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.

  My account has been locked since June 2025. I reached out to the support team to understand why my account was locked without notice. A response from the support team asked me to provide my rationale for cancellations which are primarily due to insurance in network inconsistencies or providers being unavailable for same day visits. They asked that I email trust and safety with the same explanation which I have but no response has been received despite several emails. This tool is used by many of my providers and I am unable to book appointments online even on their private platforms.

  

  Business Response

  Date: 07/11/2025

  Hello there, 
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. To uphold our high service standards, our users must align with our Acceptable Use Policy, which is part of the Terms of Use that users agree to when they activate a Zocdoc account.
  When these standards are not upheld, we work with individuals to inform them and try to align behaviors with our policy. If an individual is continuously unable to abide by our Acceptable Use Policy, as in the case of this complaint, we are forced to discontinue the use of our service. This is how we keep Zocdoc a positive and useful resource for all patients and providers.
  Please let us know if you have any questions.
  Best,
  Team Zocdoc

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The grounds for my account cancellation are unfounded and based on errors on the platform related to insurance coverage. I would like my account to be reinstated.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:07/09/2025

  Type:Billing 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.

  On June 30th Zocdoc charged my business account more than the expected fee. I signed up as a Family Nurse Practitioner to get patients for my practice, later update my credentials after I received my license to Psychiatry mental health practitioner. i was not aware that the cost for both specialty is different. Without them informed my they charged me as a psychiatry nurse practitioner, however I see both mental and physical health patients. I called them times to talk to a supervisor to see how we can talk about the cost and also see how we can differential the primary from the psychiatry mental health patient. the supervisors refused to get back to me after calling them 3 times

  

  Business Response

  Date: 07/11/2025

  Hello there, 
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with *** ******* ***** office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  If *************************** like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  Best,
  Team Zocdoc

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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 charged twice for things that the company specifically stated that they would not charge for. A patient booked with us who did not have the correct insurance and a patient cancelled within 24 hours and I was still charged both times. They market themselves as a company which patients can book with you and you receive more referrals, but when disputing charges they say they are just a marketing company that has no part of that. I believe they are engaging in predatory business practices and unethical behavior. They are preying on an industry that is already underpaid and taking more money on things that do not directly benefit the consumer.

  

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with ******* *************** We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  
  Weve also attached the User Agreement that was signed by ***** ***** on 5/14/2025, which includes the relevant information showing that the practice consented to the user agreement and all features associated with the Zocdoc account.
  
  If they would like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  
  Best,
  Team Zocdoc
  

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have still been in communication with the Zocdoc team and they have not refunded the other charge where the patient cancelled right after they booked an appointment.  Given our agreement, that should be refunded.  In general, this company sells themselves as one thing, but in action is something else.  I do not believe they are practicing good business ethics.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  

  Business Response

  Date: 07/16/2025

  Hello there, 
  
  Thank you for letting us know. Weve attached the section of the User Agreement that was signed by ******* ****** on May 14, 2025, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund. 

  Please feel free to give us a call at ***** ******** if there are any additional questions. 
  
  Best,
  Team Zocdoc

  
  

• Initial Complaint

  Date:06/06/2025

  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.

  In late February, I had an incident while using ZocDoc to find a dentist after moving to a new area. I entered my insurance information into ZocDoc and booked an appointment. However, the dentists office called me afterward to explain that, despite what ZocDoc indicated, they accepted my insurance provider but not my specific plan. They politely asked me to cancel and find another dentist.I did so and, despite being frustrated and in urgent need of care, booked with another provideronly to have the same issue occur. This happened a total of approximately five times before I ultimately gave up.About a month later, I attempted to book an appointment with my psychiatrist for a medication refill, only to discover that my ZocDoc account had been locked. I was shocked to learn that I had been banned for repeated cancellations, without any opportunity to explain the situation. There were no reports or complaints filed by any of the dentists involved.When I contacted ZocDoc support, I was informed that the ban was applied automatically, and the decision to permanently ban my account had been made internally without any notification or outreach to **** tried to explain what had happened, but I was told the decision was final and that my account could not be reinstated. Support simply advised me to call my doctor directlydespite the fact that my doctor currently does not accept phone ******** a result of this situation, I have been left unmedicated for several months. ZocDocs support continues to claim they are powerless to change the outcome.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  ZocDoc reached out and reinstated my account after continued complaints to their internal departments.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Billing 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.

  To Whom It May Concern,I am writing to formally lodge a complaint against Zocdoc for what I believe to be misleading, unethical, and exploitative billing practices.I initially signed up for Zocdoc as a platform to help with patient marketing and appointment bookings. However, I was shocked to discover that I was being charged thousands of dollars per month, even in instances where patients no-showed or did not complete appointments. This was never clearly disclosed to me during the onboarding process.Upon noticing these discrepancies, I immediately contacted Zocdoc to dispute the charges. I met virtually with a representative named ******, who assured me that my account would be changed to allow only free bookings and that paid booking features would be disabled entirely.Despite these assurances, I continued to be billed. I made multiple attempts to follow up with Zocdocs customer service to get this resolved. During one such call, I was told that there were multiple accounts under my namesomething I was never aware of, nor authorized. This explanation made no sense and only added to the confusion and frustration.About two weeks ago, I called again and spoke with *******, who acknowledged my concerns and stated he would follow up with IT to verify whether I had successfully turned off the paid booking option on my account. I have yet to receive a response or resolution.I feel deeply disappointed and taken advantage of. Zocdocs platform is misleading, and the customer service has been unhelpful and evasive at best. Their practices lack transparency, and their billing model appears predatory. I am requesting: A full refund of the improper charges. An official explanation regarding the alleged multiple accounts under my name. Immediate termination of any remaining paid features associated with my profile. Written confirmation that my account is now only accessible for free bookings, as initially agreed upon.

  

  Business Response

  Date: 06/11/2025

  Dear BBB,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with ***** ***** office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
  
  Weve also attached the User Agreement that was signed by ***** ***** on 2/6/2025, which includes the relevant information showing that the practice consented to the user agreement and all features associated with the Zocdoc account.
  
  If they would like to speak with a member of the Zocdoc team more in depth, they can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
  
  Best,
  Team Zocdoc