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: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:04/14/2025

  Type:Product 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.

  Office Ally is a certified EHR vendor for ********, and yet did not get their program updated for proper formatting for the quality measure data to be generated for upload unto the government website. The document upload was due today, and the developers and tech support team have not resolved the problem despite my multiple request to do so since earlier this year. Now that I have failed to submit the quality measurement data for ********, my practice will be losing several thousands of dollars in revenue from ******** due to their noncompliance with government regulations. I am requesting a refund of $3000 for the financial loss caused to my practice due to their negligence. I have been using Office Ally EHR for more than a decade, but noticed worsening problems with poor tech support lately. This is the first year, however, that they have failed to produce the right document format for meaningful use.

  Business Response

  Date: 04/25/2025

  This complaint has been assigned to a member of our ************************* team, who is in direct communication with the customer. We will continue to work closely with them until a resolution is achieved.

  Customer Answer

  Date: 04/30/2025

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

• 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:02/12/2025

  Type:Product 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 the front page of Office Ally, it prominently states Start for Free, which is highly misleading. Nowhere does it clearly disclose that users will be charged a significant fee for filing claims. There is no upfront pricing information, no estimated cost shown during the claim submission process, and no clear warning before finalizing the transaction.I filed three claims through their platform, only to later discover that I was charged over $100. When I called their customer support for clarification, I was met with rudeness and dismissiveness. Their representative simply pointed to the fine print buried deep within their website, which is deliberately difficult to find. This lack of transparency is deceptive and unethical.Consumers should not have to dig for pricing information, especially when dealing with sensitive financial transactions in healthcare. Office Allys misleading advertising and hidden fees create a predatory business model that takes advantage of users. I am requesting a full refund for the charges incurred and urge the BBB to take action to hold Office Ally accountable for its deceptive pricing practices.

  Business Response

  Date: 02/20/2025

  Thank you for bringing your concerns to our attention. At Office Ally, we are committed to providing clear and transparent pricing information to help our customers make informed decisions. Our pricing details are readily available on our website under the Pricing section at the top of the page, where data sheets outline any applicable fees. We regret that your interaction with our support team did not meet the level of professionalism we expect. This matter has been escalated to our Client Support leadership team for review. After assessing your concern and account, we have issued a credit for the requested balance. We appreciate your feedback and the opportunity to improve our service.

  Customer Answer

  Date: 02/20/2025

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

• 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.

• Initial Complaint

  Date:01/22/2025

  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.

  I am a mental health provider and use Office Ally as my clearinghouse. They have charged me for submitting claims to non-participating insurance companies yet when I call to follow up about claims with those insurance companies they have not received any of the claims. I've submitted a ticket to Office Ally over a week ago and have received NO response to this issue. I have also tried calling twice. The first time I called I had to eventually hang up after being on hold for 50+minutes. I am currently on hold again and it's been 45 minutes so far. This is ridiculous. There is no one to talk to and they are charging me for a service they aren't performing.

  Business Response

  Date: 01/30/2025

  Upon reviewing the customers complaint, we conducted a thorough investigation and assigned a Client Support Supervisor to contact the user and address their concern. Our ********************* has confirmed that the account was credited for the fees related to this issue. A Client Support Supervisor has been in contact with the user and confirmed that they are satisfied with this resolution and do not require any further assistance.

  Customer Answer

  Date: 01/31/2025

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

• Initial Complaint

  Date:01/21/2025

  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 received a bill from Office Ally, but I do not have an account with them. I use Optimantra EHR but am cash only, I do not have Office Ally integrated with my account since I do not accept insurance. I tried contacting Office Ally multiple times. I finally received one response stating I needed to pay the bill. They didn't even take into account all the emails I sent stating I do not have an Office Ally account or that my EHR system doesn't have Office Ally integrated since I do not take insurance. I want the bill retracted.

  Business Response

  Date: 01/30/2025

  Upon reviewing the customers complaint, we conducted a thorough investigation and took the necessary steps to resolve the issue. To address the complaint, we canceled both EHR and ************* services on the users account. Our ********************* has confirmed that the account balance has been adjusted to remove charges for these services, leaving it at $0. A Client Support Supervisor contacted the user on 1/22 and confirmed that they are satisfied with this resolution and do not require any further assistance.

  Customer Answer

  Date: 01/30/2025

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

• Initial Complaint

  Date:12/24/2024

  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.

  I have been unable to process any claims as a health care provider for the past 7 days.I have been told by the company I use for billing **************** that they have been in contact with Office Ally. They have been unable thus far to get Office Ally to recognize that they are having a problem with their system

  Business Response

  Date: 12/31/2024

  Thank you for contacting Office Ally regarding the processing issue with your claims. After reviewing the details of your inquiry and our conversation on December 23rd, we are pleased to confirm that the issue has been resolved. The problem stemmed from an invalid payer ID qualifier in loop 2010BB NM108, where the qualifier "XV" was being submitted instead of the correct qualifier "PI". This discrepancy led to claim rejections. As of December 29th, your software has corrected the qualifier to "PI", allowing the claims to process successfully. A clean claim was submitted on this date and has been forwarded to the insurance company.

  Customer Answer

  Date: 01/01/2025

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