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:06/24/2022

  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 just discovered this company has taken our information from our website and set up a fake online **** pay using our name, in an effort to falsely collect payment from our patients. We have not authorized this company to conduct any busniness on our behalf, or use our name. We want this information taken off the Internet, with our name on it.

  

  Business Response

  Date: 06/26/2022

  Hello, 
  doxo is an online **** pay service that enables consumers to pay and manage all their bills in one location. ***************** just like **** pay through a bank. While we do have agreements with many companies, it is not a requirement for us to pay a **** on a consumer's behalf. If you have any further questions please reach out to our business support team at provider-************************************ and we will be happy to assist.
  Best, 
  ****
  
  

  Customer Answer

  Date: 06/27/2022

   
  Complaint: 17477373
  
  I am rejecting this response because:  Doxo is not authorized to use our business name online nor is it authorized to transact any business on our behalf.  Doxo is misleading our patients to believe that they are paying us directly, when they are not.  We have asked Doxo to cease and desist using our name immediately, and Doxo has not done so.  Doxo is using our name to generate additional business and revenue for itself, adding a 10% fee on to the payment, or waiving that fee for a $3.99 monthly subscription.  DO NOT USE OUR NAME IN ANY ELECTRONIC OR PRINT MEDIA OR ANY OTHER WAY.  Period.  We don't care what your company offers.  Doxo has no authorization.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/29/2022

  Hi *****, 
  
  There is no service agreement between doxo and ***** ****************** - our agreement is with our users who give us permission to remit payments on their behalf.
  
  You are correct, we are not affiliated with, nor do we have a relationship with ***** ******************. Certainly, we do not represent having one and specifically disclaim affiliation throughout our user experience. It is never our intention to imply that a company supports or endorses the use of doxo when they do not have a direct relationship with us. We want our users to be aware they are using doxo and so we include disclaimers stating that doxo is not affiliated with the company they are paying nor is an endorsement given or implied. There are over ******* company profiles on doxo and, schematically, they all look the same on purpose. In order to make a payment using doxo, a user must create an account with **********************.
  
  Our online directory has over ******* payable service providers across the nation and our direct-to-consumer service allows users to pay all of their bills using one account, with any payment method. All of the information related to our service providers is publicly available information (much like what you would find on other directories such as Yelp or Yellow Pages).
  
  Your patients/customers have the choice to pay their **** in the way that fits them best, and doxo is just one of those many choices (check, online bank **** pay, your own website, etc.).
  
  Thank you

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17477373
  
  I am rejecting this response because:  We have asked that Doxo remove our name from their online use, as they have no permission to use our name in their marketing.  We don't care that the patient has a choice.  It's not one that we offer, and is deliberately intended to make our patients believe they are paying us directly -- when they respond to a listing using our name.  We don't care that they have to register.  We don't care that they use hundreds of other businesses.  We don't care that they have a disclaimer in fine print.  We don't care about any of the points that Doxo has made, trying to justify its' abominable marketing practices.  We want them to STOP USING OUR NAME!  IT IS UNAUTHORIZED AND WE WANT IT REMOVED!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/13/2022

  It appears there is still a misunderstanding of doxo. To clear up any further confusion and to reiterate once again, as a third party, all payments sent by doxo are strictly on behalf of our users (vs. accepting payments on your behalf).
  As stated in my previous responses. We want our users to be aware they are using doxo and so we include many disclaimers stating that doxo is not affiliated with the company they are paying nor is an endorsement given or implied. In order to submit a payment using doxo, a user even must create a user account with **********************, and accept or deny a series or questions on payment fee and payment date or arrival. Every page of the payment flow is very clearly under the doxo header and URL and the email receipt they receive is also from doxo.
  I can assure you that doxos intentions are not to trick any users, especially the elderly. Many elderly customers purposely utilize doxos **** pay portal for the convenience of being able to pay all of their monthly bills from one account, and not have to log into each separate account for each individual ****.
  Again, all of the information related to our service providers is publicly available information (much like what you would find on other directories such as Yelp or Yellow Pages). In addition to the directory, we offer our customers multiple ways to pay their **** for free and offer extra protections such as overdraft, credit monitoring and identity theft insurance.
  To also clear up the continuous confusion regarding ads. We run ads across 100k billers. All ads are run in the same manner. Meaning, ads are not run differently regarding the business size. We are a **** pay company, so we want to be present when people are paying bills and are simply advertising what we do. We are advertising a product, which in our case is **** payment. Again, in the same way an advertiser might advertise movie or concert tickets to buy. The name of the movie, concert, or product is what is used in the advertisement. It is well within the bounds of fair use and the ****** ad policies.
  I am sorry you still feel the need to be removed. However, doxo is a valid company working on behalf of our users, we have an obligation to our users to continue providing the best service possible.

  Best,

  ****

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17477373
  
  I am rejecting this response because:  As previously stated -- you are not authorized to use our name online or in any print media.  Period.  Even with a disclaimer.  We don't care how many other companies' names you use online.  We want our name removed immediately.  You are advertising your **** payment services using our name, including our colors -- which, clearly is intended to mislead our patients, and generate a profit for you.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/24/2022

  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.

  I am a single disabled widow of a ******* Veteran, I am appalled at how doxo conducts their business. They fail to mention anywhere on their site or in the app that they charge a $3.99 payment delivery fee or the fact that they pay by check ( in my case anyway ) not 1 single mention of either. I was upset when I went to check out with my payment and seen the extra $3.99 added on but to find out later in an email ( I just opened ) that my **** was being paid by check through regular slow mail and was late to boot. This doxo company are out and out ripoffs, if I would have known they sent checks that took 20 days to get to where I paid my **** to ( FYI it was for my trash that is right here in this small town I live in ) I would NOT have finished the transaction. I have Screenshot after Screenshot of their app and the bank they use where it does not mention the $3.99 delivery fee ( snail mail so about 62 cents with the envelope and stamp and the 20 days to get here to my local trash company plus late fee ) I want my $3.99 refund. They are dishonest and leading you to believe they are a company who cares and has your best interests in mind pfffffffftttttt NO they do not. I feel like my late husband and every other veteran and active duty service members fought for doxo's freedom to rip people off. Refund my $3.99 delivery fee since now I have to pay late fee as well next time I pay my trash. I'm annoyed, irritated, disappointed and just disgusted with a company that treats people this....... Especially the elderly and disabled. Shame on you doxo.I have taken screenshots but there are about 30 of them. I'm just why play people like doxo does.

  

  Business Response

  Date: 06/26/2022

  Hello, 
  
  doxo is a third party **** pay service that enables consumers to pay and manage all their bills in one location. We are very clear about the delivery date on payments when they are made, we have no desire for anyone to have a late payment, we even ask that you check a box and say you understand the date when making your payment so that you do not have an interruption of service. I do see the transaction that was requested on 2022-06-06. doxo advised that the payment would be delivered to ******************** Company (IA)  on 2022-06-15 .  ******************** Company (**) cashed the check on 2022-06-21. 

  During the entry of your payment you are advised of all charges and delivery dates. I am attaching screenshots of information that you seen during the process. 
  

  Best, 
  
  ****
  
  

  Customer Answer

  Date: 06/26/2022

   
  Complaint: 17476652
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/16/2022

  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.

  I paid DOXO ***** on April 16, 2022, ***** was for the **** and **** for their fee. I believed they were connected to LabCorp to accept payments. On May 19th, 2022 I received a collection letter from LabCorp staring I have not paid my **** and was being sent to collections. I take pride in being able to pay my bills and felt I'd been scammed. I tried calling DOXO with no positive results. I then disputed the charge with the credit card company who provided a temporary credit. They have now repaid DOXO, however, I paid LabCorp on May 19th to keep the **** out of collections. According to the credit card company DOXO sent in documents stating I owed them still and they had a right to collect. I'm furious. This is not the first time they took forever to pay and I fed up with them.

  

  Business Response

  Date: 06/17/2022

  Hello,
  
   I see you have been able to reach our customer care department on June 16, 2022  doxo is an online **** pay service that enables consumers to pay and manage all their bills in one location. Your payment to LabCorp has been delivered on April, 21. 2022 in the amount of $53.10. This payment was sent to LabCorp electronically and not returned to doxo. I will have a member of our team reach follow up to you and assist in making sure the funds are applied or refunded to you
  
  Thank you   
  ****

• Initial Complaint

  Date:06/15/2022

  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 am a marketing specialist for ****************************************, **** We have an online payment system set up through our customer software provider. When I search for ************* on a mobile device, the first search result, before my own web address, is an advertisement from doxo.com that offers online **** pay for my company through doxo.com. Although the ad states that doxo.com is not an affiliate or endorsed by ****************************************, the ad is extremely misleading. If a customer pays through this site, we'll then need to spend the extra time to match up the payment with the customer, if and when it gets to us. If ****************** wants to advertise their services, they should do so without using the name of a company they have no affiliation with.

  

  Business Response

  Date: 06/15/2022

  
  doxo is a 3rd party **** payment service that enables consumers to pay and manage all their bills in one location. We are very clear that we are a third party when we do not have a direct relationship with a ******. Our  team is happy to discuss this further with you. If you would like you may contact the business team.  By email provider-************************************* I will also forward this concern to them for you 
  

  Best ,

  Lisa 

  
  

  Customer Answer

  Date: 06/16/2022

   
  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.
  
  I will be working on Search Engine Optimization to try to ensure that my company's official website appears to searcher above any ads from doxo.com. I would prefer that any customer who wishes to pay us through ****************** would be using an existing Doxo account which they could choose to pay us through, rather than seeing our name associated with Doxo,  clicking the Doxo ad, and then having to set up an additional account to pay a **** electronically - all when our customer ********************** system is already available to them and never imposes additional charges associated with the electronic payment - without being clear that there is no affiliation between the two companies.
  
  I will always see these ads as misleading because our full business name appears directly at the top of the ad when we never requested an affiliation with Doxo.
  
  With that said, I accept the response simply because I see no other option.
  
  Sincerely,
  
  *****************************