Complaints

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

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  Verisma Systems Inc.

  1421 Prince St Alexandria, VA 22314-2867

• 

  Verisma Systems Inc.

  6700 Old Collamer Rd Ste 112 East Syracuse, NY 13057-1114

• 

  Verisma Systems Inc

  510 W 3rd St #200 Pueblo, CO 81003-3284

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:07/09/2025

  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.

  My child's health care provider requested a medical record search via **********************. I received a letter via mail that stated that the request for records was not able to be processes because "there are no applicable records for the dates of service requested." Despite this, the letter also included an invoice for a charge of $20. After six phone calls, each spaced about a week apart, being told 4 times that my inquiry was being escalated and would be resolved in 2-3 business days, a request to speak with the next level of management, where no one was available and I was told I would receive a call back (I didn't), and a final call where I was able to speak with management but again received no resolution, I see no other option than to report Verisma to the BBB. I feel it is inappropriate for Verisma to charge for records that they themselves state they are not able to obtain, and it is unacceptable that I have to continue to call more than a month after the original invoice was sent to try to resolve this issue. I am not interested in taking a hit on my credit history due to inappropriate billing by Verisma.

  Customer Answer

  Date: 07/12/2025

  Shortly after submitting my complaint to the BBB, I received an email from Verisma that the charge had been made in error and would be removed. I have not seen any confirmation of this via a formal invoice, but if the email is accurate I consider the matter resolved.  

  Business Response

  Date: 07/14/2025

  Hi *****, 

  Thank you for bringing this matter to our attention. I sincerely apologize for the frustration and inconvenience you experiencednot only with the charge you received, but also with the delay in getting a clear resolution. Your concerns are valid, and I understand how upsetting it must have been to make multiple calls without satisfactory follow-up.

  
  Upon reviewing your case, I agree that this invoice should not have been issued, as there were no applicable records available. I have escalated this to our accounting team to ensure the charge is formally written off. While these adjustments can take up to 10 business days to fully process, Ive asked our team to expedite this on your behalf.

  
  Additionally, Ive addressed the delays in communication and escalation internally to help ensure that future concerns are resolved more promptly and appropriately.

  
  We truly value your feedback and regret the negative experience you've had. If theres anything further we can do to assist you, please dont hesitate to reach out.

  Thank You, 

  Customer Answer

  Date: 07/14/2025

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** Rock
  
  

• Initial Complaint

  Date:04/28/2025

  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.

  Hi, my name is ****** *******, and my date of birth is **********. I want to file a complaint against Verisma. They charged me a service fee to release my medical records, but when I requested my entire medical history, some of the employees are being paid under the table by the hospitals to withhold certain records. The hospital violated HIPAA rules, and they dont want me to use this as evidence. Verisma is lying to me and refusing to send me all the requested records. Even the ones they did send are incomplete.

  Business Response

  Date: 05/06/2025

  Dear Ms. ***************** you for your message and for bringing your concerns to our attention.
  Verisma is a third-party release-of-information provider. We process requests strictly in accordance with federal and state laws based on the authorizations and permissions granted by the requester and medical provider or healthcare organization. We do not and would never engage in, nor tolerate, any unethical conductincluding withholding information or allowing inappropriate financial influence from any party.
  Your original request was received and processed according to standard procedures. However, to ensure completeness and address your concerns, we reprocessed your request and released it to you on May 1, 2025. We hope this resolves the issue to your satisfaction.
  If you believe that specific documents are still missing or if you have additional questions, we would be happy to work with the originating healthcare provider to help clarify. Please dont hesitate to reach out directly so we can assist further.

• Initial Complaint

  Date:03/05/2025

  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.

  Ive been having an ongoing issue with getting timely medical records from **********************. I had a hysteroscopy procedure performed at a local clinic and needed the pathology ***ort and office consult notes sent to my fertility doctor. I put in the request for the transfer of medical records on Feb 17. Fast forward a few weeks, and the records sent over were missing the pathology ***ort and office consult notes. I filled out another request at the end of February specifying those two missing items and have been calling nearly every day to follow up. Verisma **** ***eatedly tell me different stories. At times, the records were on the way. Another *** told me the email link with the files would be sent to my provider within 90 minutes. None of this happened. At the urging of my doctor **** needs these files for information regarding a timely fertility treatment), I put in a third request to just have the two missing medical records sent to myself. The clinic where I had my procedure expedited the request but when I called Verisma today, I was told they couldnt even find this latest request in their system. I even spoke to a supervisor who informed me she couldnt do anything to help move this issue along. She recommended I call her back at 6:30pm to see if there has been a status update, and the office is closed. Im at an utter loss here. My doctor has needed these records for weeks now, and Im beyond frustrated. Following up with Verisma is becoming a full-time job, and I dont understand why in this day and age the company is moving at a speed slower than carrier pigeons.

  Customer Answer

  Date: 03/20/2025

  Hello, just wanted to send you an update. Despite the lengthy back-and-forth with the business, they have finally resolved my issue. No action on their end is needed.

  Business Response

  Date: 03/24/2025

  I have reached out and am awaiting response from this customer. I need more information in order to look into this and resolve.

  Business Response

  Date: 03/24/2025

  I have reached out to this patient, and she has assured me that her doctor has received her records and nothing further is needed at this time. I apologize for any unfortunate delay, and we have taken measures to make sure this doesn't happen again. 

• Initial Complaint

  Date:11/30/2024

  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.

  My doctor used them to file my ****. I continue to call to see what's the delay. Finally I just looked and it says my status is canceled after I've been calling day after day!

  Business Response

  Date: 12/27/2024

  I have reached out to this individual for more information so I can assist in getting this resolved. 

  Business Response

  Date: 12/27/2024

  I have looked into this further and records were mailed out on 12/4/2024. I am waiting to hear back from the complainant but this appears to be resolved.

• Initial Complaint

  Date:10/13/2024

  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 was forced to use this company to retrieve my medical records. 3 weeks later we are still in the same position. I cant receive medical attention from my doctor until the records are received. This company has been horrible, dishonest,rude and predatory . My medical condition is life and death and theyre dragging their feet and giving me the run around. The promise its going to be there by a certain time but can never maintain their commitments. This is a dangerous company. ******

  Business Response

  Date: 10/16/2024

  I have reached out to the consumer for more information. I need more info before I can help resolve this matter. 

  Business Response

  Date: 10/18/2024

  I have communicated with this consumer and received the information I needed. The request is in progress, and they are aware and can reach out to me for updates if necessary. 

• Initial Complaint

  Date:09/10/2024

  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.

  We paid for the medical records yesterday, 9/9/24, at 12:24 PM, received email confirmation of payment received and an email advising the records would be released for download within "***** minutes". The records still have not been released to us despite multiple email requests, a phone call which resulted in a representative telling me that the records would be release by 6:00 PM, and a request through the business' website. These records are related to a legal matter we are defending and needed immediately due to an independent medical examination of the plaintiff (who the records are for) approaching.

  Business Response

  Date: 10/03/2024

  Upon reviewing the transaction, it looks like records were downloaded by the requestor on 9/11. I have made them available again today and reached out to the requestor directly with instructions on how to retrieve.

• Initial Complaint

  Date:07/31/2024

  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 started on July 22nd to get my medical records transfered to my new dr..I relocated and have new insurance. I can not get my prescriptions filled until I get my medical records. I have talked with ********************** 6 times trying to get this done. I put in a request to have records transferred but they don't transfer them. Each time I have called back they say that they will put in a new request but still my doctor does not have my records and I still don't have my medicine. Today 7/31 I called Verisma and they told me the records had been sent. I went to the ********* to find out that they have not received the records. From the ********* I called Verisma back and I was told a new request was submitted and that it would be there within 30 minutes. Fax. After 45 minutes, still with no records I called back and was told, "I will submit a new request" and that it will take 1 to 2 days. I have asked to talk to someone else but according to them there is no one else. I still don't have my records or medications. How long does it take to send a fax? They don't seem to care that I am being refused medicine since I don't have my medical records. There is no way that a business that handles medical records should be so incompetent.

  Business Response

  Date: 09/16/2024

  records were sent on 7/25 and again on 7/31. I am confirming the receipt of these records to see if anything else is needed at this time. 

  Business Response

  Date: 09/16/2024

  I have reached out to the patient and confirmed there is nothing additional needed at this time. They have my contact information should they need anything in the future. 

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising 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.

  The attached jpeg of my email to Verisma explains that I mistakenly sent a check to them instead of the intended recipient and the number of times I requested a refund. I have not been refunded the money, even though I owe them nothing.

  Business Response

  Date: 07/16/2024

  Good afternoon

   

  I have reached out for more information on this transaction so we can resolve this for you. 

  Business Response

  Date: 07/28/2024

  I have been in touch with this patient. She provided appropriate documentation and we have submitted for her refund. 

  we have provided some retraining for our team to eliminate this issue in the future. 

  Customer Answer

  Date: 08/02/2024

  The company contacted me to get additional information. Later, I received notice that I will be receiving a refund, as I requested. Thank you for your help.

• Initial Complaint

  Date:07/01/2024

  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.

  I requested my son's medical record on 5/20/2024 for an upcoming doctor's *********** on 7/2/2024. Apparently the request was canceled without any reason provided. After speaking w/ the reps in customer service and a manager there, they can find no reason why it was canceled. It is now 7/1/2024 and apparently 'expedite' request or confirm was it was canceled means nothing to this company. They did confirm that the request was canceled and no mail or email or call occurred to me to inform me about this cancelation or provide a reason for the cancelation. I am still awaiting my son's medical records and their customer service is not helpful in getting this issue resolved.

  Business Response

  Date: 07/02/2024

  Good afternoon

  Our customer service manager was able to speak with the requestor. She was able to get the request, have it expedited through the process and walked her through how to get the records via download. 

  This matter is resolved. 

  Business Response

  Date: 07/02/2024

  How do I replace the information on who to contact with these requests. i need to update as I am not the right person for these matters any longer. I have a different contact.

  Customer Answer

  Date: 07/02/2024

  Received Medical Records This afternoon. Thank you! Resolved.

• Initial Complaint

  Date:12/09/2023

  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.

  On November 4th, I requested surgical notes with a deadline of December 8 ahead of planned but emergency surgery on December 11th. Checking back weekly I was told "The records were taking time to compile". On December 8th, I make an eleventh hour appeal to get the records. they are begin readied as we speak! (Thank God) just pay the fee and you can download. I pay the fee and nothing is made available. No downloads. No emailed links. Nothing. They received payment but am left to go into surgery with a surgeon who is not as prepared as he could be - as he didn't have the notes to compare to my last surgery. my future health is the result of Verisma's poorly maintained service and interface and lack of staff.

  Business Response

  Date: 12/18/2023

  We did speak with the patient, and she will be issued a refund. She no longer needs the records. There may have been an issue with the download function when she attempted to download the records that has since been fixed.  We do apologize for any inconvenience that this caused.