ComplaintsforVeradigm

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Im the office manager of Family Gastroenterology. We started using Allscripts in September and in October it became Veradigm. We haven't been able to bill out a claim since March. I have invoices that show them pulling out the money for the bill from us every month actually showing a credit. When I call they tell me we don't have an account to link any support ticket to and hang up on me. This happened a few weeks ago and I was able to get someone in billing to prove the payments so the reactivated our account for 2 days and now we are back at the start where I don't have an account but they pulled the money out for the June invoice. We have had no payments from insurance companies in over 2 months and they will not even talk ti us. Very upset.

  Business response

  06/06/2024

  ********************* has worked with **** and **** to resolve the stated issues with pass through charges 
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have tried to pay my bill using the website paymydoctor.com for over a month, but the website is not available. I have tried to work around this--tried signing up using associated websites, but I am always rerouted back to paymydoctor.com. I have tried to contact this company on numerous occasions, but I always get a recording telling me to call back during regular hours--even when I call during regular hours. I am afraid this company is going to s**** up my credit rating because they have made it impossible for me to make my payment.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Re account ********: We signed a contract with A4 ****** Systems in 2004 to licensing an electronic health record and accounting system. This firm was acquired by Allscripts, LLC, then Veradigm, LLC. In January of 2023, following contractual obligations, we canceled our contract. I still had to submit a support case, call and leave massages, and finally, on February 7, 2023, an analyst from the accounting department sent me an email stating they would use a schedule of contract end dates to slowly wind down invoicing our company from February 2023 to November 2025. Since that time, the company continues to bill us for services that have expired and threaten to cut off our services. On January 31, 2024, Veradigm sent another demand letter stating we owe them $2,565.44. Throughout the year, Veradigm has sent us invoices that should have been cancelled, and each time, I have to submit a support case per their process. Each time they show we are an active client. I spend hours on hold, emailing and discussing with support and analysts that we have cancelled the contracts and should owe very little. Each time, the company refuses to acknowledge the contracts are terminated, and they require me to prove the contracts have been canceled, which I cannot do, because they have never acknowledged the contracts are cancelled. We have tried to speak with managers and escalate cases to get out from under these debts, but without proof of cancellation, the firm will not escalate. I have to start over with their process each time. They have never acknowledged the contracts are cancelled. My company is small company, and I cannot afford to spend so much time chasing this this large and unaccountable firm. We are asking that Varadigm acknowledge cancellation of our contract, review payments made to ensure we have not overpaid because of their inability to cease billing us, and put into place the appropriate mechanisms to cease billing us for services that are cancelled.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  March 2020 we had to purchase a new HP Laser Printer because the computer program provided by Veradigm formerly Allscripts did not support the previous Okidata Dot Matrix printer. Since then we have been billed for support on our maintenance agreement. I have tried to get them to remove the maintenance on the old printer and they keep billing me. My requests in writing and phone calls have lead to years of going back and forth with different people and cases filed within the company.Each new person or department that my request goes to is never addressed accordingly and they do not even read the case notes. They are still billing me $84.81 for case-********.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our office went from an onsite server for our EHR to a cloud hosted server. New contracts signed, with terms for the amounts. We were told upon server disconnection and the migration to the cloud hosted environment our contract was THE contract in place. We are getting bills for items related to the old server (some duplicate charges that cross over having a cloud based environment - example - 2 charges for a provider license) and they refuse to cancel. I was given a 2008 "master agreement" signed by a PRIOR owner stating that they follow the master agreement and prices are valid. I have nothing signed by the current owner they have provided me. This is BEYOND deceitful on behalf of allscripts. What was the contract we signed then? I opened this case in May of 2022 and they took over 8 weeks to even respond to my original inquiry. It is now March 2023 and we are still going back and forth with them. I have had the ** office pay CURRENT bills only on our new contract to keep bills up to date for the CURRENT signed contract.This is a second case opened due to "accepting the case" that they would look into this and apparently this was not what I should have done. Nothing has been done and no contact has been made from Allscripts/Veradigm my original complaint in December 2022.

  Business response

  03/30/2023

  Complaint sent over to finance team. Expect an response in 5- 7 business days. 

  Customer response

  03/31/2023

   
  Complaint: 19603203
  
  I am rejecting this response because: I have to reject to keep case open on this site.  Will await response.

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

  Business response

  04/10/2023

  Per Sr. Client accounting specialist,

  "Good Morning ********,
  
  I received another update from the internal team to reached out to you regarding your account and past due balance.
  
  I have already provided you with the details multiple times regarding the contracts and CPI charges. I have again attached it to this email for your reference.
  
  We had received the name change request back in 2009.  Hence, the name was changed from ********************************** to ******************** Bedford.
  So, there will be no new Master Agreement under the new name. The original master agreement would remain in effect. And it clearly states that ******************** ******* will pays all the bills. (refer Below snapshot)
  
  **************, your sales rep has already confirmed that you would require all the items on your maintenance schedule report including the old contract  which was signed back in 2007, except the 4 line-items that you already requested for the termination, and they are already scheduled to terminate at the contractual end dates.
  
  CPI charges will apply to the invoices every year as per the master agreement on the account and those are valid.
  
  
  So, the invoices get billed as per the contracts and those are valid and needs to be paid. Please let me know if you still have any other questions regarding the invoices.
  
  
  Thank you!"

  Customer response

  04/11/2023

   
  Complaint: 19603203
  
  I am rejecting this response because: This is a copy and paste response to a email they have already sent me. I have requested something signed by the owner, ********************* of this change, Allscripts has yet to provide me this since the request on 4/5/2023.  This paperwork was done by ********************************** - which is still an existing business.  This was NOT a "name change".  The business was SOLD.  The owner is no one related / or was related to Bedford Amulatory Surgical Center.   A one page document of a "name change" was shown to ** signed by former employee(s) of Bedford Amulatory Surgical Center.  *********************, the owner of ******************** - is requesting documents signed by him, when this was done?  He legally unchanged ********************, BASC still is in practice.  We are being held to duplicate contracts that SHOULD have been cancelled when new were signed.  Held to a "master agreement" under another business.  When I requested documents under the owners name when the business was purchased (which I believe would be by law) - we were served a notice of suspension of serveries for non-payment.  Please note ALL of our bills for our CURRENT contract are paid up to date - the only past due are the items were are disputing and they are now threatening to suspend our services.

   

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

  Business response

  04/24/2023

  Noted that client did receive information and rejected ******************* team has provided all necessary information. 

  Customer response

  04/24/2023

   
  Complaint: 19603203
  
  I am rejecting this response because: I am in connection with ********* via email since 4/5/2023.  We have requested a copy of this master agreement signed on by **********************  We have not received anything to date.  I was told I was going to get follow up last week on this.   All paperwork (including the single page,1 page document named "name change request") was signed off by ********************************** Employee(s), but nothing by the purchasing owner, **********************  ********************************** is still a practicing facility to this day.  This was not a "name change".  ******************** was purchased from BASC, after this "name change" document was signed even.  Conveniently,after our 4/5/2023 correspondence we received a letter of suspension of services for "non payment" on our old contracts and differences in the contract prices for our new contract on cloud hosted prices.  ****** has indicated to me that the person on the document of the name change request wasn't even a BASC employee, but by **************************, which is a Human Resource /Payroll Company.  We are up to date on all payments based on our contract and the company is threatening suspension for the differences in amounts as they are holding ** to a master agreement under a prior practice. 

  We also requested the name of who our office attorney can contact for forwarding correspondence to within the legal team as this is not moving anywhere (approaching 1 year) and we requested to connect with our "account representative", *****, and she has not replied to this email on 4/5/2023 either.

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

  Business response

  05/05/2023

  Per the Associate Manager of Finance,

  "We have spoken to this client multiple times". 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our office went from an onsite server for our EHR to a cloud hosted server. New contracts signed, with terms for the amounts. We were told upon server disconnection and the migration to the cloud hosted environment our contract was THE contract in place. We are getting bills for items related to the old server (some duplicate charges that cross over having a cloud based environment) and they refuse to cancel. I was given a 2008 "master agreement" signed by a prior owner stating that they follow the master agreement and prices are valid. This is BEYOND deceitful on behalf of allscripts. What was the contract we signed then? I opened this case in May of 2022 and they took over 8 weeks to even respond to my original inquiry. It is now December 2022 and we are still going back and forth with them.

  Business response

  01/10/2023

  Thank you for bringing this issue to our attention. Complaint has been escalated and a finance team will contact you via information provided. 

  Customer response

  01/11/2023

  I will await further response by the business, I accept the response from them they are looking into this, I do not want this case closed until we have a answer from them.

  Business response

  02/13/2023

  Per BBB

  "We notified the consumer of your response and the consumer responded positively, closing the complaint as resolved. " as of 1/11/23.

  Customer response

  02/14/2023

   
  Complaint: 18651084
  
  I am rejecting this response because: WE WERE TOLD TO ACCEPT THE RESPONSE THAT WE WERE GOING TO GET A RESPONSE WITHIN 10 BUSINESS DAYS.  I FROM ALLSCRIPTS - NOT A SINGLE PERSON HAS REACHED OUT TO US - WE HAVE NO RESOLTION!   WAS TOLD TO REACH BACK OUT TO THE BBB IF NO RESPONSE REC'D.
  
  Sincerely,
  
  *************************

  Business response

  02/14/2023

  Per Sr. Client accounting specialist

  "Provided all the details and verified all invoices are valid. Last week of Dec. invoices details were sent." 

  Customer response

  02/15/2023

   
  Complaint: 18651084
  
  I am rejecting this response because: Our concern is not about the current invoices - it's about the prior invoices see the detailed messages as noted in the initial case when I started this - when we signed NEW contracts to go to cloud hosted environment we were told this was our new contract - we are still being billed on our old contract AND OUR NEW CONTRACT.  Example: Mid level provider license - we are getting invoices for 2.   
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a medical provider and had hired allscripts over 10 years ago for my Electronic Health Records needs. I singed a 5 year contract. AFter using their services for 5 years, I decided to transfer to another vendor. Allscripts would not give me my medical records for my patients, which I was entitiled to, and did not allow me access to my records on line. All of my passwords to access the information were locked, and we were unable to get resolution of the problem by calling their help line. All of their customer service workers only took "ticket numbers", put people on hold and never resolved the problem.Not only that, but I continued to get bills for the old service, whose contract was done and whose system I could not access. Allscripts clearly can access a log in their system and see that the system was NEVER used or access after it was requested to be terminated in January of 2016. They kept sending me bills, and because thier call center could only enter ticket numbers and never got back to us, I sent letters to them annually teling them I was no longer responsible for the account number ******** for ************ Foot and Ankle and to contact me to discuss termination of the service, as I was unable to use it. they never did. In addition, they are now sending me a notice from an agency "***********************" to collect a past due balance of $16,759 for past due charges over the last 6 years. Its absolutely ridiculous, as I cannot get in touch with them, they do not respond to requests about the status of the account, and they just keep sending bills. I had ZERO access to their service for the last 6 years, and no access to my pateint records, which is illegal. They are a huge company and I am a small independent provider. I should not be responsible to pay for a contract that was terminated in 2015. I want my balance set to zero and the account closed. Good luck. The phone no i have is ************

  Business response

  11/28/2022

  Thank you for bring this issue to our attention.

  This matter has been escalated to the ******************* and you will be contracted directly by management. 

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The complaint is directed at Allscripts accounting department and their invoicing for our use of the Payerpath Clearing house. We had been on a "per provider" billing arrangement - paying a fixed monthly fee per physician - for our many years with Allscripts. In March 2021, based on our increased volume, we opted to move to a "claim volume agreement" - paying a set amount for all claims submitted up to a certain threshold. The Allscripts accounting department retroactively applied the "claim volume terms" back to June 2020 - charging us for any "overages" from June 2020-March 2021. They fail to understand that we had paid all of those invoices previously (and, on time) under the "per provider" rate. This is clearly double billing and we have communicated with Allscripts reps exhaustively on the matter. As of last week, our account was placed on support hold for this disputed (and, incorrect) outstanding balance on our account. All other fees associated with our use of the Allscripts system are paid. The support hold comes at a time when we are going live with a new medical practice client - and, the hold is putting that entire project in jeopardy.

  Business response

  11/06/2022

  Thank you for bringing this issue to our attention. All details have been escalated to the finance team and a member will be contact you to resolve this issue. 

  Customer response

  11/07/2022

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

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a problem with "paymydoctor.com". This website is owned by AllScripts (I believe a subsidary of Change Healthcare LLC). I used this site (as instructed on my AtlantiCare ****) to pay an ************************* in June 2021. This worked successfully. Then I went to the doctor again (AtlantiCare again) and that **** appeared on paymydoctor.com on Feb 27, 2022. However the **** (from AtlantiCare) was incorrect - so paymydoctor.com had incorrect information from Atlanticare. I spoke with AtlantiCare and they adjusted the **** and I paid this on the phone. I have triple-checked (and have proof in writing) that I have a $0 balance with AtlantiCare (I owe them no money). However paymydoctor.com still says I owe a balance. I have tried for hours calling multiple places trying to find someone at "paymydoctor.com". This website has no contact or help information at all. I know that this is owned (ultimately) by Change Healthcare LLC and I believe directly by a subsidary - AllScripts. This is extremely unprofessional - giving no contact or help information on a site where people make payments - and making it impossible to get help on the phone. I need to be put in touch with someone at paymydoctor.com and further, they should be required to put contact information on their website as they take money from people, on behalf of professional medical companies.

  Business response

  08/09/2022

  Thank you for providing this information. 

  Please contact AtlantiCare ************************************************ Center

  Phone: **************

  E-mail Inquiries: *********************************
  Hours: 8:00 am to 5:00 pm, Monday-Friday.

   

  Atlanticare will need to provide a troubleshooting resolution. If issue remains Atlanticare will need to log a support case with us directly. Allscripts is not able to provide direct patient assistance. 

  Customer response

  08/12/2022

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

• Initial Complaint

  02/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm a patient there with ***************************************************. I'm satisfied with his care. When I signed up with the patient portal, FollowMyHealth, I gave permission that my personal information may be used for "reminders." I began receiving ****************** marketing from *********, ** and also marketing right on the portal. These aren't reminders but marketing material. I have no interest in a ****************** plan since I have full insurance from my employer. I asked ****************** to please stop my personal information being used for marketing. My account was closed early in 2021. I no longer participate in the portal. In October and November of 2021, I received five marketing postal mails for ****************** plans - Oct 2, Oct. 16, Oct 23, Nov. 9, and Nov. 23. I don't want this to continue every year during ******** enrollment. It appears that Allscript that runs the portal site shared my personal information with a third party, eHealth. Attached is what is being sent to me. Also attached is the envelope. These marketing materials are coming from *********, **.

  Business response

  02/21/2022

  Please contact FollowMyHealth Support by calling ************** or Unsubscribe or Change email preferences. 

  These changes can also be made in the FollowMyHealth App. 

  https://support.followmyhealth.com/

   

  Customer response

  02/22/2022

   
  Complaint: 16732160
  
  I am rejecting this response because:  I called the number provided, ************.  They couldn't help me and referred me to another number, ************.  I called that number and they couldn't help and referred me back to the earlier number.  My Follow My ****** account was deactivated last February.  I was assured that this issue would stop.  A claim was made to the ********** of ****** and ***** Services last year.  E-health has my personal information.  It was shared probably by Allscripts.  I want the marketing and use of my personal information to stop.  

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

  Business response

  02/24/2022

  You may directly contact the *** team via email to **************************.

  Customer response

  02/28/2022

   
  Complaint: 16732160
  
  I am rejecting this response because:  Premier ****** deactivated my account one year ago and support by them with no account is useless.  E-****** has my personal information.  Get on the ball and resolve this matter.   I've done enough calling.  If you want me to file another complaint with the ********** of ****** and ***** Services for refusal to resolve this matter, let me know. 
  
  Sincerely,
  
  *****************************

*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. ↩