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:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My user name with this company is **********. I previously canceled the *** component of my account. They have recently started billing me again for this piece. I do use their Practice Mate and electronic billing parts. When I wrote to them, they said this: "According to your account record, it still shows *** as being on your account. You will need to contact Cancellations to properly get that removed from your account. The email to reach them at is ***************************************** or you can contact them by phone at *********************. Hope you have a good rest of your day, and thanks for being a valued Office Ally client.*********************** Technical Support Specialist Office Ally, **** | www.officeally.com Phone: ******************** "None of these phone extensions work (neither ****, nor ****), so that one cannot actually reach anyone. They need to send me verification that they have taken the *** part off, and that only practice mate and electronic billing are on. They should ALSO refund the amounts they have started charging me for this again.

  Business Response

  Date: 05/03/2023

  Thanks for reaching out.  While we do show you had reached out previously for information about how to cancel, we do not show that the cancellation process had been completed (which would have resulted in a completed cancellation form) however, we have now proceeded with canceling EHR on your account and have confirmed that Practice Mate and ************** Clearinghouse (electronic billing) remain on.  We apologize for any inconvenience this has caused. 

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Office Ally charged me for inactive profiles. I was initially told by their tech support that in order to avoid charges all I need to do was disable the profiles. These user's profiles has been disabled for more than 6 months. It means none can log in to those profiles (they can see on their end the profile is dusabke and not being used for months). But office Ally continued to charge me as the user is using their services. I called office ally and they can see the profiles are disabled but they can not refund me for those months I was overcharged. I have been a customer for the past 3 years and I was never charged for inactive profiles. This company customer service went down the hill and they care less for their clients.

  Business Response

  Date: 04/06/2023

  Thank you for reaching out.
  

  EHR FEES: EHR 24/7 fees are not based on usage or login access but instead based on whether EHR is turned on or not on the account so disabling login access without turning off EHR 24/7 would result in fees continuing to be assessed.
  

  Since this dispute was entered, we have been in touch with the customer to ensure their account settings are where they intended them to be (EHR turned off on the accounts no longer being used). 

• Initial Complaint

  Date:03/28/2023

  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.

  I have been using Office Ally for submitting data to *** for meaningful use requirements for many years. But for the year 2022, everything has deteriorated with this company. The capable training person I worked with is no longer there, and the rest of the crew is not up to date on government requirements, not even knowing how their own system works. I have been calling the company weekly since early January to get the quality measures data ready for submission, only to be told each time that the necessary update has not been done by their developer. Even knowing the due date of 3/31/23 8 pm ET, Office Ally reportedly made the updates only last week. I have been trying to generate the data as soon as the update came out, but the system repeatedly failed after taking up more than 3 days to generate data each time. The 3rd party website itself shut down today with error messages. The representative from Office Ally this morning only made things worse by clicking on a wrong button while remoting into my computer, freezing up my system completely for the next 24 hours. Apparently, there is no supervisor or developer who can unfreeze the system and generate the data properly. With less than 36 hours left for data submission, I am afraid I will not be meeting the quality measure requirements for 2022. I am asking for a refund of $200 now for all my troubles and wasted time for the past several months due to their sub-par EHR system that did not meet the *** certification criteria in a timely manner, including having to deal with faulty e-prescription system that often fails to send prescriptions to the pharmacies and does not update lists correctly (problem starting from early 2022 and still not fixed). I will also ask for additional $5,000-10,000 back if Office Ally ends up hindering me from generating the necessary quality measures data for timely submission to *** before 3/31/23 8 PM ET. I will have a lawyer get involved at that point.

  Business Response

  Date: 04/03/2023

  Thank you for your patience as we worked to resolve the situation to ensure you and other providers were able to successfully run your reports prior to the deadline.  We take this situation seriously and have implemented a CQM monitoring service to avoid future disruptions generating CQM reports.
  

  Customer Answer

  Date: 04/03/2023

   
  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:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called Office ally after my clinic closed in 12/2021 to let them know of this change and requested that they tansfer my client file for future referece. They advise I fill out the *** 24/7o transfer my data on a desk which cost $39.95. I did and maailed it to this address. They did not respond, cash the check, or transfer that data. I called them, and they told that there were only 2 persons workin on this and my was assinged to *****. I faxed request on 8/1/2022. I also followed up with called but I'm told each time that these data people were not avaible. Last week, I realized That I was locked out of my system and made to pay $129.00 due to them charging montly payments and refusing to procress the transfer of my clients electronic health records. I nned to keep these records for 7 years. **** have plain refuse to close my account and give me apporpriate access.

  Business Response

  Date: 01/23/2023

  Our apologies for any confusion, however, we are unable to locate the *** Backup Disk Request form submitted and have never employed anyone named Spike.  In order to proceed with the disk creation we must have the form on file first, we will have a Supervisor contact you to assist you through this process to ensure it is completed. 

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  closed practice 9/1/22. cancelled office ally ehr service in september 22 and again in october 22 and again 11/1/22. requested allelectronic records since 2008 or 2009. i am being billed, lied to, 3 months id requests and emails ignored. i was an office ally customer for 14 years

  Business Response

  Date: 01/12/2023

  Customer has been provided with requested records via SFTP as well as a physical copy on the way. 

  Cost of the backup was credited back to the customer.  

• Initial Complaint

  Date:12/09/2022

  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.

  Company ID: ****** I signed for this service for free as advertised. Now I received an invoice for $35.00. I did not agree and did not enroll for a paid account. This company did not notify me of these changes on the account and received this bill today.

  Business Response

  Date: 12/10/2022

  I apologize the fee was not clear during your sign up process.  The $35.00 is for the Non-Par Claims Processing fee and the policy regarding this fee is outlined in the attached Authorization Sheet that was and initialed by ***************************** upon enrolling for this account back on 2/1/2022.  The customer account processed 6 claims, of which all 6 were to Non-Par Payers which equates to a 100% Non-Par submission for the month, which is 50% or greater, hence the fee was charged.  If you would still like to cancel, please contact our *********************** for assistance. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18549575
  
  I am rejecting this response because:

  
  

  Office Ally reduced the amount of non-par claims allowed at not cost over time without notifying its subscribers. This is NOT stated on the agreement, so this allows Office Ally to arbitrarily change the number of claims allowed with no fees. 

  
  

  Initially I was able to submit 10 claims at no charge for which I have proof. Now I just learned it is 3 now.  The agent I spoke with said Office Ally did not notify the number of claims allowed at no cost has been reduced to 3 and could not provide an explanation as to why Office Ally omitted this information. The changes on non-par claims was also omitted by Office Ally. 

  
  

  Other clinicians as well as myself are aware of this tactic and we all agree that this will not only be notified to the Better Business Bureaus but to additional entities regulating these practices. 

  
  

  
  

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

  Business Response

  Date: 01/06/2023

  Thank you for the additional clarification about your issue.  I can see you've already cancelled your account, but I have also removed that invoice from the closed account as well.  

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 18549575
  
  I am rejecting this response because:

   

   

  Good afternoon,

   

  I am requesting to re-open this case as the company Office Ally is still sending me invoices. I received an invoice for February of 2023. The resolution of this issue was that I do not owe anything as I closed the account. Now they again are demanding to pay for the same invoice. 

   

   Please see attached communication. 

   

  Thank you,

   

  ***

   

  --

  *****************************, LCPC, LPCC, LLC

  P: ************

  F: ************

   

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

  Business Response

  Date: 03/02/2023

  The document you received is a statement with the November invoice listed. Our apologies, this invoice was not correctly removed previously. We are removing it now and you can ignore the statement received. 

• Initial Complaint

  Date:10/17/2022

  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.

  This is a billing issue. This company has deactivated my account for non-payment or delinquent payment. When I go to my bill pay account of my banking institution it shows that they have received all payments. When I try and call I can not get any one on the phone in the billing department. I was an hold for ***************************************** the past if a month was skipped it was put on the next months statement. I would see it and just pay it. The last 3 or 4 statement that I have received to not have double up payments. I have recently had my bank to mail out the payment for October. For the account to be restored they want me to pay ****** at this point on Friday Oct 15th it was ******. Answering the phone and communication could clear this up I'm sure but I guess this is not the world we live in anymore. This was their written response which makes no sense!!Hello *************************************,Thank you for contacting Office Ally, I will be more then happy to assist you. After looking at the account. I show the last statement sent to the email address on file for the account, was sent on 9/12/2022, showed a balance of $124.85. The last payment posted on the account, was 7/21/2022. That leaves three open invoices for 7/31/2022, that covered EHR for 9/2022 and 8/31/2022 that coved EHR for 10/2022. We can not enable the account when it is more then 60 days past due. You can give us a call to see if the accounting team has the checked that was mailed, to us.If you have any other question please give us a call at ************ opt #4 will get you to the invoice team and we can help you.****************Customer Support **********************, Inc.Direct: ************** Fax: **************

  Business Response

  Date: 10/25/2022

  This account was disabled due to a past due balance.  While it is true that the customer's banking institution would have shown all payments sent to us were received and deposited, it would have also shown there was no payment sent to us in March 2022 and in August 2022, so those invoices went unpaid and eventually became past due.  We are unsure as to why the customer referenced that if a month was skipped she would see it on the next month's statement and pay it as the missed invoices are present in each monthly statement made available to the customer since the March 2022 payment was not received.  When our **************** Manager reached out to the customer on 10/21/2022 to walk her through how the account became past due, the customer declined to speak to the **************** Manager, stating she had already paid the online balance and didn't want to talk any further.

  Customer Answer

  Date: 11/01/2022

   
  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. From:

  My apologies.  We were able to find the error.  But it could have been solved sooner if someone had answered the phone after we were on hold for 40 minutes the day of inquiry.  Thanks for following up.
  
  Yours in Health,
  *********************************
  

  
  

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