ComplaintsforPractice Fusion

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Initially contacted Practice Fusion for services, when a demo was presented, it was asked if patients were able to enter credit card information when scheduling an appointment and the answer was yes. Once a contract was signed and the started to use services, it turns out that option is not available. I feel it is unethical to state they offer a service when in reality is not. I am also not going to ask a patient their credit card information over a web conference to enter the number manually. I attempted to cancel the contract and they stated not until 30 days after a year. I do not want my money back, I just want to get out of the contract without penalty.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  After three days of utilizing the Practice Fusion system, I sent a letter expressing my dissatisfaction with the EHR's lack of detailed templates for my practice. Additionally, my telehealth patients have complained about the system's lack of user-friendliness, despite my efforts to assist them. I emailed Practice Fusion on 3/8/24, but I have not received a response. Despite my repeated attempts to contact them, I have not received a response. Each time I spoke with a person, I was informed that the manager will contact me. Over the past week, I have received an additional invoice for a product that I do not utilize.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a subscription with practice fusion for Westlake *************** I called to reduce the number of licenses and they said they have a contract with me which prevents any reduction. I have never signed a contract and no one explained this to me.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently complained about a lack of communication and Acknowledgment from Practice Fusion billing services that impacting my superbills. The responses that I received from Practice Fusion was they were going to take immediate steps streamline their communication process to ensure my queries are addressed promptly and and efficiently. DO THEY FOLLOW THROUGH? NO They also said they were going to assign a dedicated account manager to my case that they are going to ensure my concerns are addressed. DO THEY FOLLOW THROUGH? NO ABSOLUTELY NO CHANGE!!!I am still having issues with my ********. I have sent emails to billers but either no responses or delayed responses with inaccurate information. This no responses, delayed responses, and inaccurate information is affecting my mental health and my superbills.I have 5 billers working on my superbills but absolutely unsatisfactory work.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for Practice Fusion billing service (Veradigm) in August 2023. In the beginning they were communicating my questions/clarification via email. One thing that I found it odd at that time was that they are five people working on my ********. Now that I think about it I am not sure if they ever communicate with each other because they have this repetitive questioning behavior. When they answer my questions its always a broad and unclear ************ my problem with Practice Fusion billing service is that I cant get hold of them. They have been sending me messages through practice fusion tasks and asked to correct a few of my superbills but I want to let them know that they are doing my superbills incorrectly. I have sent them emails and messages through Practice Fusion EHR regarding the details/questions of my ******** and clarification but Im not getting my questions answered but surely they are collecting $459 monthly.

  Business response

  12/18/2023

  We at Practice Fusion have received your complaint regarding the difficulties you have experienced with our billing services. Please accept our sincerest apologies for the issues you have encountered and the frustration it has caused.
  
  Your feedback is extremely valuable to us, and we take it very seriously. We understand that clear and efficient communication is crucial, especially when it pertains to billing and service issues. We regret that your experience did not meet the high standards we set for customer service and support.
  In response to your concerns:
  
  Improved Communication: We acknowledge the challenges you've faced with our communication methods. We are taking immediate steps to streamline our communication process to ensure that your queries are addressed promptly and efficiently.
  Billing Accuracy: The accuracy of your superbills is of utmost importance. We are conducting a thorough review of your account to rectify any inaccuracies and ensure that all future ******** are processed correctly.
  Dedicated Support: To provide you with a more consistent and personalized experience, we will assign a dedicated account manager to your case. This manager will be your primary point of contact for any inquiries and will ensure your concerns are addressed to your satisfaction.

  We are committed to resolving these issues as quickly as possible and will keep you updated on our progress. Your satisfaction and trust in our services are paramount, and we are dedicated to restoring both.
  If you have any further questions or concerns, or if there is anything else we can do to assist you, please feel free to contact us directly.

  We appreciate your patience and understanding as we work to improve your experience with Practice Fusion.

  Thank you for bringing these issues to our attention, and we look forward to resolving them to your satisfaction.

  Customer response

  12/18/2023

  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 based on what they are going to do.

  I will wait to see if they follow through with the plan
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In August 2022, I upgraded my subscription with Practice Fusion to include universal medical records (the ability to access a patient's medical records from other healthcare facilities through a universal program implemented by the government). The Practice Fusion upgrade included an additional $50 monthly fee. Since August 2022, Practice Fusion has been diligently collecting this fee but has offered no help in implementing the service, and to date, my medical practice does not have access to universal records. My office manager and I have done all the legwork communicating with ********************************** with NC HealthConnex to get this program up and running, with no help from Practice Fusion. However, it is still not working. Practice Fusion provides no communication or guidance regarding this program and the only information we received regarding this service was through repeated phone calls to their helpline. I requested to speak to a supervisor, but that request was denied. I also requested a refund but was informed that this company never offers refunds. Practice Fusion is clearly taking advantage of independent medical practices that are already struggling to survive in this complicated healthcare environment. This is just another example of corporate greed preying on small practices that are just trying to provide good healthcare to their patients and are struggling to remain solvent. There have to be repercussions for these greedy companies!

• Initial Complaint

  06/14/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I wasn't able to add prescribing credentials without subscribing, even to utilize the "free" 14 day trial. Within a few days of trying to send medications for my patients, I knew Practice Fusion would not work for my practice model and cancelled. I cancelled within mere days and they won't let me out of the contract. I have to pay for a full year for something that I will never use and cancelled within their 14 day trial period. This company is a scam! Do not subscribe! Why would a legitimate company not allow a provider to cancel, if the program doesn't work for their needs, especially within the first week, if not the advertised '14 day trial period?"

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed up for a free trial with practice fusion. I was clicking on things to see how the system worked and updox was one of the things to venture. I was prompted to enter my credit card information. I assumed it would be if I decided to utilize the service but since it was a free trial, no money would be charged. At no point did it state anything about a contract or a price charged. 2 days later, a charge of 100.04$ was charged. I immediately called and emailed asking for a refund. No one ever called me back but I received attached email telling me to fill out a cancellation form and declining me a refund. I have not utilized said service. I have not logged in. I do not even really know what I was charged for. This was very fraudulent as it seems as if they trick you into this and making easy money. Most companies would refund especially seeing the person have not used the service as well as them being contacted immediately. I also emailed practice fusion. No surprise I was ignored and they haven't even acknowledged what transpired here. Seems as if these two companies are in a scheme together.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to contact Practice Fusion for months regarding the details of my account. They have ghosted me over email, and despite their email response and website saying that I can call their phone numbers, when I call them and select that I am a patient, I am redirected to the very site that says I can call them without any opportunity to speak to a human!

  Business response

  12/19/2022

  Practice Fusion operates an electronic health record service as a business associate of its healthcare provider clients.  As such, Practice Fusion is required by law to maintain the medical records on behalf of those healthcare providers.  In general, healthcare providers are themselves under legal obligations to maintain health information pursuant to Federal and state laws. 
  
  Through its Patient Fusion online portal, Practice Fusion allows medical professionals to provide their patients with access to medical records.  This functionality is accessible to individual patients at the discretion of their healthcare provider, and it is a patients healthcare provider who decides what, if any, records to share with the patient.  Should a patient wish to have his or her access to this service modified or have questions regarding the details of the account or the patients medical records, that patient should address that request directly with his or ************** provider. Accordingly, as a standard procedure, in the event a patient contacts Practice Fusion with questions regarding the details of a Patient Fusion account or medical records in general, Practice Fusion directs the patient to speak with his or her provider.
  
  

• Initial Complaint

  08/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Practice fusion sold me an *** after trial period and the *** that was delivered to me is unusable and unable to work with. I tried many times to reach customer service, tried to work with their implementation specialists. Now I am stuck with a completely useless *** with a 149 dollars a month payment every month. I tried disputing many times and tried to rectify this situation witht he merchant only to get generic and in summary "too bad you are stuck with a 1 year contract" and further more accusing me of "buyers remorse" They delivered a product that is absolutely of no use to my practice.This is a very unprofessional and fraudulent transaction that is very different than what was advertised and what was seen in the trial period.

  Business response

  09/06/2022

  Practice Fusion understands and has acknowledged Dr. ******** concerns regarding the annual subscription to use the Practice Fusion *** product.  However, a subscription to use the Practice Fusion *** product is an annual commitment,and Practice Fusion does not provide subscription term lengths for the *** product shorter than one year. Understanding that the subscription to use the Practice Fusion *** product is a minimum of 1 year, in order to give a potential user the opportunity to determine whether the Practice Fusion *** service is a good fit for his or her needs, Practice Fusion provides a 14 day trial period where a potential user is (1) permitted to use the ********************** *** product at no charge; and (2) provided a live demonstration of the product and workflows. During this 14 day trial process and subscription process in general, Practice Fusion makes it clear that the subscription agreement for use of the Practice Fusion *** product is on an annual basis and a minimum 1 year commitment, and a user (1) cannot cancel the subscription prior to the end of the first year of the service, or (2) reduce the number of clinical licenses that are purchased under the subscription prior to the end of the first year of service. As a standard practice, upon subscribing to use the Practice Fusion *** product, Practice Fusion provides a new user ****** days of training for use of the Practice Fusion *** product, (2) 5 remote training sessions, and (3)a direct point of contact with a dedicated Practice Fusion implementation specialist. In this particular case, ****************** was able to use the Practice Fusion *** product for the 14 day trial period, and thereafter, ****************** subscribed to use the Practice Fusion *** product for a 1 year period.Accordingly, based on the terms of the subscription agreement, ****************** would not be permitted to cancel the Practice Fusion *** product subscription prior to the end of the 1 year term. Additional actions under review. 

*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. ↩