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:08/08/2025

  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.

  **** holds car loan. Sent 2k payment on July 29 which they have not applied, app does not accept my queries as to why. I believe the are delaying application of this to the principal to maximize loan interest whos is 7%

  Business Response

  Date: 08/11/2025

  We have reviewed this complaint and believe it may have been submitted to the wrong company. Office Ally is a healthcare technology company and does not provide car loans or financial lending services. This matter may be intended for *************** which is a separate and unrelated organization.

• Initial Complaint

  Date:08/01/2025

  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'm a private practice telehealth psychologist and was using Office Ally's ********************* NOT their **** as I have no need for that. At one point last year, I discontinued the service. My remote ****** said he needed it to be able to continue billing. I called OA and spoke to a female **** about reactivating my account. She went over pricing which had increased. I specifically told her I only needed the same service I had before, not the **** just the Practice Mate. She said to submit an email with my user name requesting my account to be reactivated which I did on 3/10/2025. I signed up for ********. Subsequently, I realized I was charged for 3 months of *** I never used, nor had any need for. I called numerous times seeking a refund which was abruptly/stridently denied, they claimed I requested ***. One rep said first, they'd have to verify I didn't use it. One supervisor called me back and left a message. I tried to call that supervisor, Davionne. Never connected, but he also denied the refund. Whether activating the *** was a mistake on their part, or mine, it obviously was a mistake. I was told their phone calls are recorded. So, they should've listened to the call I had with the female ****! Send me a copy of the so called form where I supposedly checked ***. They did none of that and were absolutely unhelpful. A company that truly values their customers would show good faith by making a refund. It's not a lot of money. It is the principle of the thing. ** has grown too large to provide good customer service. Their communication systems are also horrid. Too much rigidity and unreachable supervisors. The **** can't directly connect to them, only put in a request for a callback. If they don't reach you, they won't leave their direct phone number/ext.

  Business Response

  Date: 08/06/2025

  We have reviewed the concern and taken appropriate action to address and resolve the matter. The outcome has been communicated directly to the customer via email, along with information about their account status. Our team remains available should any further assistance be needed.

• Initial Complaint

  Date:07/29/2025

  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.

  I signed up for Office Allys free version of a program called Practice Mate. Somehow this signed me up for the ***, which I was incorrectly charged for. I dont even have a way delete the account since I never set it up, and don't intended to ever set it up/register for this. I called and emailed about this to cancel the incorrect/mistaken account that was never set up, as well as any charges but have received a second bill somehow. I called /emailed already about this and can't believe they continue to charge me. All I signed up for was the Practice Mate, but now now need any existing account with them deleted. Their computer software is outdated and it is unclear how to do this on their website, and they continue to charge me despite calling/emailing to cancel the account and any incorrect charges already.

  Business Response

  Date: 08/06/2025

  We reviewed the concern and have communicated the resolution directly to the customer via phone and email. Supporting documentation was provided for reference. Our team remains available for any additional assistance.

• Initial Complaint

  Date:07/18/2025

  Type:Customer Service 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.

  User that needs to prescribe: *******.medcare Admin user *****.medcare I am writing to file a formal complaint against Office Ally due to their negligent practices and complete lack of timely support, which has caused serious disruptions to our medical operations and patient care.We have been unable to complete the identity verification process for our providers, which has resulted in them being locked out of the system and unable to prescribe necessary medications to our patients. This situation is not only unacceptable but poses a direct risk to patient health and safety.Despite multiple attempts to reach Office Ally via phone and email, including urgent requests to supervisors, we have received little to no response. The few times we were able to connect with support, we were either given no resolution or told that someone would call us backwhich never happened.We are now at a critical point. Patients are waiting for their prescriptions, and we are unable to provide care because of Office Ally's failure to verify providers in a timely manner or even to communicate with our staff. Their customer service is virtually nonexistent, and their delay in action has compromised patient care and placed our practice at legal and clinical risk.We demand an immediate resolution of the identity verification process for our providers, urgent reactivation of their accounts, and a formal written explanation of why our requests have been ignored for so long. We are also requesting that Office Ally implement corrective measures to ensure this does not happen to other healthcare providers.Should this matter remain unresolved, we reserve the right to take further action with state medical boards, CMS, the Office of the Inspector General, and other appropriate authorities to hold Office Ally accountable for obstructing access to care.

  Business Response

  Date: 07/23/2025

  We appreciate the opportunity to address this concern. After reviewing the matter, we identified the issue related to ID verification, which was promptly escalated and resolved. The provider has successfully completed ID proofing, and the E-Prescribe (OARX) feature is now active and functioning as intended.
  We sincerely apologize for any inconvenience and appreciate the customers patience while we worked toward resolution.
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23620375
  
  I am rejecting this response because: this still not active or working. There are other issues that still not resolved - for example the intake. Please dont lie to BBB. Thank you.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 07/29/2025

  We have contacted the customer directly to address their concerns regarding sending forms via text. We explained the correct process for using the Patient Ally portal to send custom intake forms and provided training resources, including a daily webinar link. Our team remains available to assist with any additional questions.

• Initial Complaint

  Date:07/10/2025

  Type:Order 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 signed up for Office Ally to explore the website, which clearly advertised no monthly or transaction fees. I did not enroll in the *** system, yet I was invoiced in the second month for it without my consent. There was no agreement or confirmation on my end authorizing this subscription. I checked my account for any signed termsnone exist. Worse, I attempted to cancel or delete my account, and the system doesn't provide any option to do so. It's incredibly frustrating to be billed for something I didn't sign up for and have no way to stop or cancel.This experience felt misleading and deceptive

  Business Response

  Date: 07/18/2025

  Thank you for reaching out regarding your concern. A Client Support supervisor reviewed the matter, confirmed the account details, and ensured the account was properly closed per the completed cancellation form received on 7/15/2025. We also contacted the customer directly via email and phone to provide confirmation of resolution.
  
  At Office Ally, we are committed to providing clear and transparent pricing information to help our customers make informed decisions. Pricing details are available on our website under the Pricing section, where data sheets outline any applicable fees.
  
  We appreciate the opportunity to assist and consider this issue resolved.

  Customer Answer

  Date: 08/06/2025

  this case has been resolved

  
  

• Initial Complaint

  Date:04/15/2025

  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.

  I used Office Ally online on March 1st, 2025. Email dated March 1st, 2025 reveals my login_name/registration. Another email on April 1st, 2025 reveals I cancelled my subscription. The Bill was back dated to Feb 28th, 2025 for $48.94 and then I was billed again on 3/31/******* real time, I started on March 1st, and sent an email requesting to cancel on April 1st, 2025.There is another statement for 'Balance Forward from 01/01/2016.This business creates false bills. Fraudulent Billing. Deceptive Marketing and They have created a complex process to cancel their services - Violating FTC "Click to Cancel" Rule

  Business Response

  Date: 04/25/2025

  At Office Ally, we strive to ensure transparency around our fees and the process our customers follow to adjust or cancel their services. We appreciate the feedback and apologize for any confusion or frustration this may have caused. Upon receipt, this complaint was assigned to a member of our Client Support leadership team, who worked with our accounting department and has communicated directly with the customer to discuss their account balance and offer additional support. Our team remains available to assist with any further concerns, and we are grateful for the opportunity to support. 

• Initial Complaint

  Date:03/20/2025

  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/or my ****** have used Office Ally for more than a decade. In the past few years they have become very unresponsive to technical problems. In February 2025 the services was down so many times, we were unable to get the balance due at time of service on ************************************ $100/hr to obtain payment. I also was not able to access patient charts during these crashes. This month (March 2025), every single day thus far, we have had multiple crashes preventing me access to patient charts while patients are presenting for their visits. My ****** is unable to file claims when the system crashes. I am getting no help from the customer service or IT. I have asked for February fee reimbursement in the amount of $148.71 for breech of contract due to excessive inaccessibility to service. I have not yet received the bill for March.

  Business Response

  Date: 03/31/2025

  At Office Ally, we take the stability of our software very seriously and understand that disruptions and site performance issues can be frustrating, impacting our customers ability to serve their patients. In 2025, we remain committed to improving product performance and are making significant investments to upgrade our servers for enhanced reliability and efficiency. Our team has been in direct communication with Dr. ****** to further troubleshoot and diagnose any ongoing issues. We are dedicated to working closely with the customer to provide solutions and support. We appreciate the opportunity to support Dr. ****** as we continue to enhance platform stability and the overall user experience.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23092918
  
  I am rejecting this response because:

  Our office has not received any communication to further troubleshoot or diagnose any ongoing issues. We welcome that opportunity. Further, we have been promised a refund for our Feb 2025 monthly fee, yet there is no record of such todate.
  
  Sincerely,
  
  Dr ******

  Business Response

  Date: 04/09/2025

  Upon further review, a member of our Client Support leadership team has thoroughly investigated the account and, in collaboration with our ********************** confirmed that the disputed amount was successfully credited, resulting in a zero balance. This leader is actively communicating with the customer and will be scheduling a time to connect, offering continued support with both the account balance and any technical troubleshooting needed for additional concerns. We appreciate the opportunity to assist and remain available for any further support.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23092918
  
  I am rejecting this response because:

  As the attached documents verify, to-date (9 Apr 25) we have NOT received the refund as Office Ally claims, rather we have an outstanding bill (NOT zero). On 3/27/25, a representative did send us an email stating that they were going to refund us  $148.71, but as of today NO refund has been posted. We continue to experience IT issues. We have yet to receive any IT help from Office Ally. We and other providers/billers in *************** have become disillusioned by the reduction in service from Office Ally as compared to years ago. We stand eager for resolution.
  
  Sincerely,
  
  Dr ******

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to address your concerns. We understand your frustration and apologize for any confusion or inconvenience this has caused. A Client Support Supervisor is in ongoing communication with Dr. ******* office to offer available times to assist with both the account balance concern and the technical issues experienced. We remain committed to resolving these matters and supporting your practice, and we are grateful for the opportunity to do so.

• Initial Complaint

  Date:03/06/2025

  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.

  Office Ally used to charge a small fee for e-fling health claims for 2 doctors at ***********************. All of a sudden, for a 2-3 claims, we are charged separately $89.90 and as this was an outrageous fee, we called them to reverse this, they refused. The ** is ripping off as they charged huge money for ******** claims which was a rip off. There is NO clarity as to what they charge and what they are not supposed to due to a huge insurance list which is hard to navigate. They sued to charge about NONE to $0.35 for a paper claim nut now, they are ripping off PCP office. We ask the ** to reverse their outrageous fees $89.90x2=$179.80 refund ASAP.Thank you.Dr. *****, ************************ manager

  Business Response

  Date: 03/17/2025

  Thank you for bringing your concern to our attention. After review and assignment to a Client Support Supervisor, weve reached out via email and phone messages to discuss your account balance and our policies regarding fees. Please note that the office message states Dr. ***** is on sabbatical for 2025. Our team is happy to assist furtherplease feel free to respond directly to our emails or voicemails at your convenience.

  Customer Answer

  Date: 03/24/2025

  Hello Brittany,

   

  I was not able to communicate with th BBB today when I tried and you removed the menu! I did not get enough time to reply.

   

  OfficeAlly was emailed the reply that it has bad business policy and they should not have charged exuberant fees and the. polic was not transparent. If we knew it, we would not have used them.

   

  They need to refund all charges (not only the double charges).

   

  I specifically told the OffieAlly to reply by email & NOT TO CALL OFFICE. OA reply to BBB is useless.

   

  Dr. *****

  Business Response

  Date: 04/08/2025

  Upon further review, a member of our Client Support leadership team has thoroughly investigated the account and confirmed that the disputed amount was successfully credited, resulting in a zero balance. The assigned team member has also made attempts to gain contact and provide an update. We appreciate the opportunity to assist and remain available should any additional support be needed.

• Initial Complaint

  Date:02/24/2025

  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.

  Office Ally has deceptive marketing tactics. It says you can try the software for free but then they start sending you bills. There is no way to cancel or delete your account yourself and they do not respond to requests to cancel or delete the account. They just keep sending bills despite having prominent advertising that you will not be charged and me never signing up for any specific service other than a free trial view of their (horrible) software. I have asked them to delete my account and stop billing me and they have never responded at all. Case # ******** and Case # ********. Office Ally, delete my account immediately.

  Business Response

  Date: 03/04/2025

  Thank you for reaching out regarding your concern. This case was assigned to a Client Support supervisor who, after review, located the account and completed the cancellation of your account. Additionally, we have credited the disputed charges. We appreciate the opportunity to support you.

• Initial Complaint

  Date:02/07/2025

  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.

  1. I have been contacting the customer service telling them the website is very slow & doesn't capture all my work since 12/2024 & they just kept blaming my computer & telling me to clean my cache. I had tried that for many 30x **** made no difference. Their server is over burden **** actually also crush. But again, they blame my computer.2. I also contact them about a malfunctioning ************* said they were going to mail me one & I still hasn't seen one.3. my patients' appointment are also disappearing from my schedules. Sometime is really wrong with their server & if they can't fix it, at least be honest & let me know. I am a very busy doctor with many patients counting on me. I don't have time to play game with office ally, with their non reliable ************

  Business Response

  Date: 02/17/2025

  Thank you for sharing your concerns regarding site performance. We are continuously working to enhance our tools to identify and resolve performance issues, including site slowness. Our team is actively implementing updates to improve overall stability and ensure a smoother user experience.
  A Client Support Supervisor has reached out to discuss steps to enhance speed and has also arranged a credit to your account for the disputed amount. Additionally, your tablet replacement has been approved, and the tracking number is ************, with an expected delivery date of February 18, 2025.
  We appreciate your patience and the opportunity to support you. Please dont hesitate to reach out if you have any questions.

  Customer Answer

  Date: 03/22/2025

   
  

  Office Ally finally talked to me, after  BBB contacted them, so Thank you!! 

  But case still NOT resolved.  I keep waiting for it to be solved, but as of today 3/22/25, Office Ally Server still very slow & stalls all the time.  This makes charting, sending orders & medication very difficult.  In fact, their server had gotten worse and slower at times. 

   

  Also the Tablet they did send, ended up NOT working. 

   

  Case still not resolved and they can't tell me a date when they expect the Server  will be fixed, if ever. 

   

  Business Response

  Date: 03/31/2025

  At Office Ally, we take software stability seriously and recognize that performance disruptions can impact our customers ability to serve their patients. In 2025, we will continue to make investments to upgrade our servers, enhancing reliability, efficiency, and overall platform performance. Our team is in direct communication with Dr. **** with a scheduled meeting during the week of March 31st to further diagnose and address any ongoing concerns. We are committed to providing proactive solutions and dedicated support, and we appreciate the opportunity to partner with Dr. *** in strengthening platform stability and improving the user experience.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22914830
  
  I am rejecting this response because:
  

  1. Office Ally wants to meet with me to discuss the issue.  But they already know the issue.  It is the EXACT SAME ISSUES for the past 4+ months.  Nothing change, except it got worse.  They just need to add more servers.  They have too many clients & not enough Servers.  So, the Electric Medical Record website just goes really really slow, to delayed response to no response & malfunctions. 

  2.  But I am still willing to meet with them to talk about the issue but they haven't reach back to me about the exact time or day yet.

  Sincerely,
  
  **** ***

  Business Response

  Date: 04/09/2025

  Upon further review, a member of our Client Support leadership team has thoroughly investigated the account and, in collaboration with our ********************** confirmed that the disputed amount was successfully credited, resulting in a zero balance. This leader is actively communicating with the customer to determine if they would like to schedule a time to connect, and is available to provide continued support with both the account balance and any additional technical concerns. We appreciate the opportunity to assist and remain committed to providing any further support as needed.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 22914830
  
  I am rejecting this response because:

  I sincerely sincerely thank them for trying to work with me & credit me 1 month.  I  <3  & appreciate them from the bottom of my heart.   But I really just want the issues resolved.  BUT the problems are still there.  I still can't pull up patients'  medical records consistently.  I get chart audit monthly by insurance companies & need to submit past medical records.  Just now, I tried for 45 minutes clicking on past medical records and ********************** is NOT responding.  I can't pull up any old medical records.  I can't consistently pull up old radiology, cancer records or lab results.  The server still stalls a lot and not capture all my inputs.   I know they are trying but the issue is still there.

  But I do appreciate them trying to resolve the issues.  They just need to add more server quickly.  

  
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 04/24/2025

  Thank you for sharing your experience. Were truly sorry our application hasnt met your expectations and understand your frustration. To help resolve this, **** requested a meeting on May 2nd through your calendar. Leaders from our Support, Product, and Development teams will join to investigate further. As a valued customer, we appreciate the opportunity to support you and ensure youre gaining meaningful value from our applications.