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:06/02/2025

  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.

  I am not getting the follow through and have not since I started with them. I began complaining right away about issues and requested to cancel 31 day after I started. These complaints were for the same issues which they then promised me they would correct. It has been three more months and they have not been corrected. I have filed complaints with supervisors, sales people, with implementation managers and they wont even respond to any of my requests. All Ive asked is that they train me how to use the software and I was promised they would in my sales meeting when I signed the contract and they refuse to do so. At this time I am not getting paid for my services because of it and Im done asking to be ignored.

  Business Response

  Date: 06/16/2025

  Hi ******,
  
  We understand that this situation has been frustrating, and we want to assure you that we're here to help clarify and support you as best we can.
  
  To address your concern directly: if we come to a mutual agreement on a cancellation date, we will not bill you beyond that agreed-upon date. That commitment would be documented in writing, as youve requested.
  
  Your dedication to your clients is clear, and we respect that. Our goal is to work with you in a way that minimizes disruption.
  
  Please let us know how youd like to proceed via email communication with our staff, and we'll do everything we can to assist.

• Initial Complaint

  Date:03/06/2025

  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 a contract with Valant last year in April 2024. Unfortunately, due to technical issues, inadequate affordable billing options, difficulty with getting paid on time due to software issues, I had to close my business this January 2025. I sent Valant a letter forecasting this closing. I was told to end my contract with them I would have to provide evidence that I had closed my LLC or discontinued my malpractice insurance which is not legally possible for numerous reasons. When I signed the contract in April 2024 I had them agree and type on the contract that if the business closed I could get out of the contract with proof of closure. I have proof of closure evidenced by the business closure letter sent to clients through their system. The subscription team informed me if I paid them $1500+ dollars I could get out of the contract early. I would like for Valant to honor their own contract. Moreover, as they failed to provide billing services as discussed by the sales representative in March 2024, the contract is null and void.

  Business Response

  Date: 03/07/2025

  Hi ******,
  Please continue to communicate directly with our team as we are currently in the process of finding a satisfactory resolution for you. We're disappointed to hear that you've had to close your practice, and we're committed to honoring the terms of our contract agreements with users.

• Initial Complaint

  Date:12/06/2024

  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.

  I engaged Valant in April 2024 to provide a comprehensive EHR solution for my practice, expecting the system to meet the operational and clinical needs of my business. Valant promised professional and reliable functionality, but my experience has been marked by significant technical failures, unresolved issues, and inadequate ********** July 3, 2024, after months of disruptions caused by non-functional features, I issued a formal demand letter, explicitly outlining deficiencies and stating my intent to terminate services if Valant failed to address these issues. - A non-functional billing integration that prevented claims submissions and rendered their system unusable.- An inoperable measure integration feature that required me to maintain dual records to meet compliance standards.- Lack of access for my clinical assistants to critical prescribing tools, which placed undue administrative burden on me as a provider.Despite clear notice, Valant has taken no meaningful action to resolve these issues. My certified follow-up demand letter, sent on November 4, 2024, has also been ignored. As of December 5, 2024, Valant has not responded to either letter or provided a resolution plan. Meanwhile, they continue to send invoices for services that remain unusable due to their technical failures.Efforts to reach Valant through support tickets, emails, and certified correspondence have been ignored. I request BBB's assistance to: * ********* services. * Reverse charges since July 3, 2024. * Provide an off-boarding plan and confirm HIPAA-compliant data retention.Valants lack of accountability is unacceptable. I seek a fair resolution to ensure they fulfill their contractual and ethical obligations.

• Initial Complaint

  Date:08/19/2024

  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.

  We have been extremely disappointed with the support provided by Valant. Despite numerous attempts to reach outthrough phone calls, messages, and support ticketswe have received no response. We were promised first-class support when we signed up, but our experience has been far from that.Our practice relies heavily on Valants services, and the lack of support has led to significant operational disruptions. This has not only affected our ability to use the software we pay for but has also resulted in financial losses for our practice. As a healthcare provider, it is crucial that our systems function properly, and Valants failure to provide the promised support is unacceptable.We urge Valant to address this issue promptly, as our ability to deliver care depends on it.

  Business Response

  Date: 09/20/2024

  Hi ****, 
  Thank you for taking the time to write. We understand you were impacted by unusually high delays in our response times this summer, and we apologize for the disruption it caused your practice. We have taken recent steps to improve our response times, and are confident you will have a better Customer Support experience moving forward if ever necessary. It's our goal to meet the needs of each and every Valant client, and we understand any questions you may have are important and deserving of urgent attention. We believe we have addressed your original issue, and are grateful for your patience. 

• Initial Complaint

  Date:08/06/2024

  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.

  I am writing to provide a detailed account of the breaches of contract by Valant, a software/EHR company, in my capacity as a psychiatrist and small business private practice owner.Starting May 1, I was impressed by Valant's sales team, who promised e-lab integration, ease of scheduling, and a smooth implementation process for myself and my staff. However, these promises were misleading. The reality of the platform became apparent only after I signed the contract and began the implementation process.The MYIO app, which was supposed to be user-friendly, proved difficult for my patients to use. **************** and support were severely lacking. Waiting over an hour on the phone to resolve patient care issues is unacceptable. Instead of receiving direct assistance, I was repeatedly directed to ******* videos or help articles, contradicting the "white glove service" promised during the sales pitch.The implementation process, far from being seamless, took over three months to make the program even workable. Despite this, patients were unable to schedule appointments due to a glitch in the system. How can I run a business if my patients can't schedule appointments?Due to poor functionality and the unavailability of promised features, I requested to cancel my service. It became clear that Valant's team had repeatedly misled me. Now they are demanding $4000 for contract termination.I never used this program, no services were rendered, and the services I was promised were not delivered. This constitutes a clear breach of contract. Therefore, I do not owe any payment for a contract that was not fulfilled.I urge Valant to release me from this contract immediately, as pursuing this payment further will result in escalated actions on my part to address these unethical practices.

  Business Response

  Date: 08/19/2024

  While we respectfully disagree with the allegations made, we are pleased to have reached a mutually agreed upon resolution and have moved forward with the cancellation this customer requested. We appreciate the cooperation and understanding of all parties involved.

• Initial Complaint

  Date:06/26/2024

  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 May, 2024 i contacted valant that I wanted to cancel my contract due to being promised future that was never enabled. I I have never been able to use electronic labsto prescribe for my patients. On June 7thI received an email that they are willing to process my cancellation if I make a payment of $1,600. In which I agree. Today is June 25th I received another invoice from them for 20 for $870 I think I inquired on why there's an invoice for $870. After asking that question my account was immediately lockedmind you that I have over 300 patients and over 20 patients scheduled today. I have made all payments with ********* and have no issues bringing my account to current.best behavior was very disgusting by the representative and I also went back and forth in email. Please see attachment.Good day *******, I escalated your cancellation request to our leadership team and we are offering early cancellation if your current outstanding invoices are paid in full. Your current outstanding balance is $1639.95.To pay your invoice please reach out to our accounting team directly at ******************.Thank you for your time and attention! ****** once I inquired about making payments of the 1600 I received this today June 25th 2024 We have previously attempted to work with you to get your account current. On 6/7 we offered to close your account on 6/31 with a payment made in the amount of $1639.95. As of 6/25 no payment has been received and an additional invoice has been processed increasing the current amount due. In light of these facts the account has been flagged for cancellation due to non-payment and access to the account has been restricted. Thank you,The Valant Subscription Team

  Business Response

  Date: 06/27/2024

  Thank you for reaching out. We apologize for any confusion and frustration you've experienced during this process, and we're committed to ensuring a smooth resolution for you. As of June 25th, our records showed that this payment had not been received, which led to an additional invoice being generated and ultimately, the temporary restriction of your account. We aim to keep communication clear and consistent, and it appears there may have been a misunderstanding regarding these terms. I'm relieved to note that as of June 26th, your payment was received, and your account access was promptly restored. Access to your account will continue until June 30th, in line with our last communication. Thank you again for your time with Valant.
  

• Initial Complaint

  Date:05/03/2024

  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 was completely misled by a Valant rep regarding not only the platform itself, but the contract as well. I am a provider who sees clients completely online. Within the month following my purchase of Valant, my 14-year old sons cancer battle took a turn for the worst. He was placed in hospice care and given less than 3 months to live. Due to this I have been unable to practice and am drowning in medical bills. Instead of Valant simply allowing me out of this so-called contract I never remember agreeing to, they have continued sending me invoices for $320 for a product I have never even accused to use. I want my original $120 refunded and I would appreciate it if they would stop harassing me as well. I have enough on my plate right now.

  Business Response

  Date: 05/06/2024

  Hi *******,
  
  We're sorry to hear about your situation. Our records indicate that after signing your contract and scheduling a setup call, our team has been unable to connect with you. We waited on our kickoff call, then reached out to understand your circumstances. We feel open and proactive communication is imperative to ensuring that we find a satisfactory resolution to this issue.
  
  Please reach out to our team to discuss this in greater detail. Thank you.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21664514
  
  I am rejecting this response because: I have explicitly to this company numerous times that my 14-year old son has been in the care of hospice for nearly a month now and I am unable to complete the setup or even use the **** I already purchased another EHR several weeks ago that is more user-friendly and did not require a Zoom meeting to set up or kick off. There was also nothing clear in the contract stating that I had signed my life away for the next year! Why would I sign a 1-year contract for a product Ive never even used before? 

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

  Business Response

  Date: 05/21/2024

  Hello *******, we hope you are well. We have reviewed your account as a leadership team and have agreed to allow for a mid-contract cancellation as a courtesy due to your circumstances. Please allow for processing time and note that once the cancellation is fully processed your Valant access will be terminated immediately. We are sorry to see you go, but wish you all the best in your endeavors.

• Initial Complaint

  Date:01/25/2024

  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.

  Every time I use Valante MYIO app, I cannot connect to my therapist. The audio doesnt work after the new iOS update and I am locked out of my account on a desktop PC so I cant use that either. This platform was advertised for people who are on ********* yet it doesnt work at all for behavioral health therapy. I am not sure what it is going to take to get this fixed because my next step is to *** this company for false advertising because you do not deliver what you claim to provide for patients.

  Business Response

  Date: 01/29/2024

  Hi ******,
  
  Were sorry you are unhappy with ****, and that your audio didnt work! Thank you for bringing these issues to our attention. We are continuously working to enhance our telehealth platform for patients, and we have shared your experience with our team. We are investigating any issues that *** have contributed to your audio not performing as expected.
  
  Because ****s settings and patient accounts are managed your practice, please troubleshoot your **** account with your provider so they can work with you to find solutions to the situation youre facing. Your practice will be able to manually reset your password so you can regain access to the desktop version of **** as well. You can access the **** users guide for additional help, including other troubleshooting tips, at *********************************************************** practice can always reach out to Valant's Support team for additional assistance if needed. 
  
  We take your feedback seriously and review all patient comments individually. Thank you again for taking the time to write.

  Customer Answer

  Date: 01/31/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 using Valant *** in May 2023 and have had nothing but difficulty with their customer service and support. The *** needs to be available to me in a timely manner to provide adequate information used for patient care, documentation, and billing. Their support services appears to be relegated to one person who takes several hours to several days to respond to technical issues, some of which are urgent in nature. I need a more reliable *** for practice as this has had a profound effect on my ability to run my practice in a timely manner.

  Business Response

  Date: 01/23/2024

  Dear *****,

  We regret to learn of your dissatisfaction with our support services. We strive to provide timely and effective support and are sorry it did not meet your expectations.

  Upon receiving your feedback, we conducted a thorough review of your interactions with our support team. We discovered that you have had interactions with several different members of our support team and that we had a strong track record of same-day ticket response. In some instances, you had reached out to our support team when needing updates to your account, and as a result needed to be redirected to our subscriptions team to address your inquiry. This may have created delays in providing resolution. We have recently updated our support inquiry form to better direct users to the appropriate team to help ensure success. We are also continuously working to improve our customer service response times, especially during periods of high call volume, to ensure that all our clients receive timely and effective assistance.

  Valant is committed to upholding the terms and conditions of our agreements with users. If you feel that there has been a material breach of our obligation justifying a termination with cause, please reach out to us directly so we can work with you.

  Your feedback is invaluable to us as we continuously strive to improve for all our users. Thank you.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21121998
  
  I am rejecting this response because: They have historically provided a lot of lip service with no resolve. It's the same few help operators with the same attitude who take several hours to get back to me. This has been a consistent problem with Valant since I started using their EHR. The sales department is excellent, but once the customer is under contract, then they have to contend with a substandard service department.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/17/2023

  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.

  In July ******************************************************************************************************* not I was going to renew my contract with Valant in August or find a different system. I did not hear back within 2 weeks so again I asked my question. Several days after I renewed my contract I received a response to my question which if I had receive the response sooner I would've looked for different charting system and canceled my contract with Valant. I wrote a complaint to the company and they released me for my contract roughly 11 months early. The agreed upon date for termination was 10/6/23. On October 16th I reached out to Valant and requested five chart that I was missing. I was informed in order to get those five chart notes I would have to sign a new 12 month contract worth $3000 or no longer have access to the records. In my termination agreement it does not specify the length of time that I have to export my records. It states I must be responsible for exporting the records that Valant did not capture. They informed me they will keep all my companies records for the next seven years. Those five patients wrote a letter requesting their missing note and included a release of information to get their one chart note from October 2023 and mailed them to Valant. Thus far, none of those patients have received their chart note that is missing. According to the law the company holding the chart note has 30 days to relinquish the note to the patient when requested.