Complaints

This profile includes complaints for Greenway Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greenway Health

  4301 W Boy Scout Blvd Ste 800 Tampa, FL 33607-5702

• 

  Greenway Health

  13545 Progress Blvd. Alachua, FL 32615

• 

  Greenway Health

  6561 Irvine Center Dr Irvine, CA 92618-2118

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:01/30/2025

  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 have been trying to log into my account and even got an email back that my sign in is correct and it is connected to my new email address at ********************************** However, when I hit forgot my password the account continues to go to an email address I no longer have so I have no access to 3 physician offices. There is no contact number for technical support with this company, which does not help those with a physical disability (vision impairment) to get assistance. I have already contacted the doctors office as the email sent by your Greenway Health suggested me to do. I still cannot login. How can I get medical care, schedule appointments, etc. if I cannot log into the account?

  Business Response

  Date: 01/31/2025

  This issue has been resolved.  Generally, patients accessing the Patient Portal or having access issues, would go directly to their provider.  However, in this case we were able to assist in updating the email address for this patient to resolve this issue.

• Initial Complaint

  Date:01/27/2025

  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.

  Im the office manager of **************************, and she signed a contract with Greenway health. When the contract ended, greenway showed that there was a clause stating that it would be renewed for 5 years if a written request wasnt submitted. Then they changed the monthly rate from $1,650/month to $2,600/month. Greenway told me we had to buy out of the contract for $100,000.00! Its unfair that they auto renewed, but even more unfair they ar charging so much. Most *********** are between $200 and $600 a month. Even $1,650 is a ton!

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22854607
  
  I did hear from the ** at Greenway, still working to resolve the issue. I'll let you know if we conclude this.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/27/2024

  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.

  When we closed our business on 9/6/24, the company stated we were in a contract until 4/2025 that was a recurrent contract that was signed by an employee that never worked for us but for the business that we purchased. After much discussion, we terminated the contract on 12/6 and paid the termination fee. Today (12/27/24) we were still charged the month recurring fee for services that were cancelled and termination fee was paid for on 12/6/24. We tried contacting the company prior to to make sure the recurrent payment was cancelled and there has been absolutely no response from the company.

  Business Response

  Date: 01/10/2025

  Thank  you for following up.  I'm pleased to confirm that this issue has been addressed with this customer.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22735244
  
  I am rejecting this response because: the company has not reached out or contacted us to resolve the issue. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/17/2025

   
  Better Business Bureau:
  
  The complaint/issue has been resolved with the company. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/06/2024

  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 have been attempting to get a contract renewal proposal from Greenway since July. They have repeatedly ignored my emails. It is particularly important to have this information ahead of time because we are bound by contract to give them a 60 day notice if we plan to terminate our contract, which expires at the end of March 2025. It takes 4 months to transition from one electronic medical record (EMR) system to another, and we need the information so we can make a decision about whether we are switching. Greenway is trying to withhold this information in attempt to leave us with no option but to renew with them, at which point, I am afraid they will increase our rates and we will be bound by our contract with no other options. Shady business practices to say the least.

  Business Response

  Date: 11/08/2024

  This matter has been escalated internally and a dedicated team is working to resolve it. We remain committed to our goal of providing quality products and services.
  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22520237
  
  I am rejecting this response because: I still have not received a proposal for our upcoming renewal.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/10/2024

  Thank you for following up for clarification on the resolution to this issue.  I have confirmed that the updated renewal contract has been provided and we will continue to work with you in resolving this matter.

• Initial Complaint

  Date:07/08/2024

  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.

  To whom it may concern: I am *************************, **,, a Neurologist in solo practice in ***************, *********We bill insurance through a clearing house. In 2007 we contracted with Sage Software for the billing program, Medical Manager. Greenway Health took over Sage. Greenway Health never provided a new contract with Greenway Health. When requested today, 7/5/2024, to provide a copy of the contract with Greenway Health, they only provided the contract for Sage. Greenway Health continued to provide services for which they were paid, however they have vastly increased their fees significantly over and above inflation (over 60% since Covid), As a result I requested termination of their services. As of June 30th 2024 they received verbal confirmation and were sent emails to this effect. As present they are claiming I am subject to a buyout of over $8000.00, This is a vastly unfair sum given that their rate increases are based on a plan to cease supporting Medical Manager. This follows a pattern of behavior on the part of Greenway Health as exemplified by the investigation of ********************** in 2019 in which Greenway was fined $57.25 million dollars to settle a false claims act charge. As of February 2024, related to the hacking of Change Health Care, Greenway failed to notify this office timely that claims were not being processed due to the hacking of Change Health Care.I am willing to honor the monthly invoicing through 7/31/2024, As of 7/31/2024 this office is terminating all business with Greenway Health. I have tried many times to reach a resolution and no one has contacted me to reach a concrete resolution.**************************** MD

  Business Response

  Date: 07/08/2024

  This matter has been escalated internally and a dedicated team is working to resolve it. We remain committed to our goal of providing quality products and services.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21947273
  
  I am rejecting this response because:

  Vishal was notified Thursday May 23, 2024 the office would not continue doing business with them.  ********** does not have a signed contract with Greenway Health.  The contract was with Sage Health, signed 6,15,2007. ********** does not have a signed contract with Greenway Health as to automatic renewal or contract renewal dates.
  
  Sincerely,
  
  ************************* Md

  Business Response

  Date: 07/09/2024

  Sage Software Healthcare, **** (Sage Health) is the same legal entity as Greenway Health LLC (Greenway Health).  The only difference is there has been a name change.  A name change does not terminate any contractual rights.  As additional background, in 2009, Sage Software Healthcare ****changed its name to Sage Software Healthcare LLC.  Then in 2011, Sage Software Healthcare LLC changed its name to Vitera Healthcare Solutions,LLC.  Finally in 2014, Vitera Healthcare Solutions LLC changed its name to Greenway Health LLC.  These entitles remain one and the same.

• Initial Complaint

  Date:05/20/2024

  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.

  We have been using Greenway Health since 2019. In 2022 we renegotiated our contract with Greenway because they failed to perform the billing services we were promised in our original contract. This process took several months due to their lack of response to emails or phone calls. We were forced to get legal counsel in order to resolve this matter. Our new contract then stated that we would pay the unbundled charge of $2,518.25 per month. We made our monthly payments even though we were not being invoiced, which resulted in our account having a very large credit. We received several emails asking where to apply these funds. I tried several times to contact customer service and explain that we were just paying our new contractual monthly payment but no one seemed to understand. There is a communication barrier with their customer service representatives. In June of 2023 we received an invoice for $******. I called for clarification of these charges and no one was able to explain and said they would get back to me, which did not happen. Greenway then used our unapplied funds to cover this invoice. Then in July we received back charges in the amount of $********* for the invoices they never sent and began billing us separately for physicians and mid levels even though it was not stated this way in our contract. Again I tried contacting customer service and was told it was being looked into. Again we contacted legal counsel and in November we were credited. the *********. Now 6 months later, we are again being told we are responsible for the $*********. They are double billing us. We have made our monthly payments and have even complied with two price increases since we signed the amended contract in 2022. I still have not received an answer as to why we were billed the ****** that they used our unapplied funds for and why we are being billed separately for our mid level provider. This has been going on for two years now and I just want it fixed.

  Business Response

  Date: 05/21/2024

  This matter has been escalated internally and a dedicated team is working to resolve it. We remain committed to our goal of providing quality products and services.

• Initial Complaint

  Date:05/15/2024

  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 lived in ***** 5 years ago. I was using the Greenway health portal to talk to my doctor at Texas Pulmonary and ************* Consultants (***********************/patient #******), I need to use the greenway portal to talk to my oklahoma doctor, but I can because of the Texas account. I've reached out to Greenway on the phone, via email, and chat. They keep telling me to go to the provider. The oklahoma provider put in a request but it was ignored...,the texas provider won't call me back (even though I've left several several messages) and when I contacted greenway, they sent me back to the provider. THIS IS INSANE. I want greenway to delete my texas account. I've tried to get this done until I'M BLUE IN THE ***** Greenway totally ignores my request even though I'm the patient!!!! If they can't delete it, then put a new nonsense email in place of ********************* PLEASE FOR THE LOVE OF GOD. DO SOMETHING.

  Business Response

  Date: 05/24/2024

  While we thank you for the feedback, Greenway is not able to make this level of adjustment to our clients systems and data records.  We suggest you continue working with your practitioners to have them correct their records.
  
  We remain committed to our goal of providing quality products and services.

• Initial Complaint

  Date:04/26/2024

  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.

  Cannot contact customer service when our billing is not working correctly.Cannot contact customer service in Any way today.Will not respond to upgrade request made for over a month to 2 different agents.If this continues, we worry that our entire system will be non functional with the next technical issues.

  Business Response

  Date: 04/26/2024

  This matter has been escalated internally and a dedicated team is working to resolve it. We remain committed to our goal of providing quality products and services.

  Greenway Health client support can be reached via phone at ************ or via My Greenway at:  *************************************************************

   

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21619128
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************, Md

• Initial Complaint

  Date:03/13/2024

  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.

  Greenway Health has continued to bill our office after being told we wished to cancel our account. This has been relayed to Greenway Health by telephone and email multiple times. I have been told repeatedly that Greenway is attempting to contact their legal department to obtain a copy of our "contract". They have further stated that until they determine what our cancellation date is we will continue to be billed monthly.3/7/24 I contacted a representative (******) who told me that I would be contacted with an "answer by the end of the day"3/12/24 I contacted yet another representative (***) who relayed that a contract has not been found and that they will consider our cancellation date to be in February and we have a balance due. She stated that they require 60 day notice of cancellation. I reminded her that there is no signed contract and we are not required to give a 60-day notice as we did not sign anything agreeing to this. I was, again, told that I would receive a resolution by the end of the day. I have been trying to cancel this account for months with no resolution. At this point, I am requesting assistance from your office.

  Business Response

  Date: 03/13/2024

  This matter has been escalated internally and a dedicated team is working to resolve it. We remain committed to our goal of providing quality products and services.

• Initial Complaint

  Date:12/06/2023

  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 a private practice physician who has been a greenway client since 2014. Originally , Greenway portrayed themselves as a customer centered company interested in developing a client centered solution for medical charting and billing.Over the last 10 years, under new management, they have outsourced their customer service to poorly trained personal who are trying to do their jobs to assist clients even though poorly trained. Everything has to have a message taken and wait for a reply until it is escalated to some higher power that takes 2 days to a week to get an answer.In addition, their billing practices have been predatory, In 2014 I was a full time physician with 2 part time NPs who made up less than 1 FT equivalent. They worked a contract for me that accommodated these circumstances and were charging me for 1 FT equivalent. In 2022 ,under new management, they have after 8 years of this part-time solution without notice stated that they ***'t have a part time licenses and that I had to have a full time license for each of my NPs who only worked for 1-3 *** days per week. I have re-worked the way we use our NPs and they are still trying to charge me for each one to have full time access.In addition, they have added cost to each providers bottom line and say that they are required but ***'t sell them as a package or a bundle. We *** not use half of the items they are charging for.They advertise as best in class customer service but are not.They breached my contract by failing to send out patient statements for 3 month and when we called this to their attention they to correct this they sent all 3 months at one time. This caused patient stress and of course a bill 3 times one months usual charge because they sent June, July and August all on the same day.

  Business Response

  Date: 12/06/2023

  This matter has been escalated internally and a dedicated team is working to resolve it. We remain committed to our goal of providing quality products and services.