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:03/31/2025

  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.

  While attempting to file a claim with ******** ** ***** my medical supply company was told that way Star insurance was listed as my secondary provider. My secondary provider is ******** ** *****. The company submitted the order with ******** ** ***** as my provider and my accurate ******** ID number. They received notification back from waystar saying that I did not have valid coverage. I then contacted ******** ** ***** and based on my ******** ID number my coverage is valid and current. The medical supply company then relayed the phone number for waystar they were given, to resolve any issues, and I found that it was a cell phone number that has been disconnected. I am not sure why this company is in any way affiliated with ******** ** *****, but they are inaccurately reporting my covered status as being invalid. I've tried to contact the company but since I have no account with this company I can not get in contact with anyone. I have no account numbers nor have I received a bill of any kind. This company is simply interfering with valid ******** recipients from getting approvals on their claims. When I contact ******** directly they say that my claim is valid and should be covered 100%. They claim to not be aware of any affiliation with waystar corporation. When I ****** searched Waystar insurance, it said that it was owned by ****** ******* * *** ***** and affiliated with the ********** party.

  Business Response

  Date: 03/31/2025

  Waystar is a clearinghouse that provides payer information back to medical providers for many healthcare transactions.  Physicians and healthcare systems send us requests to secure responses from payers for eligibility and claims.  In this situation, your medical provider sent us a request to check elgibility with the insurance provider and Waystar sent back the data provided by the payer.  

  We are sorry for the inconvenience this situation has had on you.  Woulc be happy to discuss what occured with this transaction at your convenience.

  ***** *****

  ***********************

• Initial Complaint

  Date:01/20/2025

  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 was a company i found while looking for an alternative billing system for our VA Claims. The salesman listened to all of our needs and said they could help us, so we signed up and were ready to start this new billing software for our claims. Waystar took some time to get our account set up and ready for introduction & training. We realized immediately when the rep was walking us through the program that the company was not compatible with the TriWest Insurance billing we needed- so it wasn't going to work. Our rep said to email him a written cancellation and he will handle the rest. After a month or so, i received a bill surprisingly. I called and explained to them there should never have been a bill that we didn't even get past the set up stage- they said they would handle it. I received the bill again a month later and sent in an email and called again... and again- they said they would handle it. It never was handled and now they have sent it to collections. This is pure negligence on Waystars Billing department and I need to get this bill voided and removed immediately from this credit agency as we take pride in our good account standings and credit. I've sent the bill from the creditor along with the initial cancellation in March 2023. I just need help getting them to handle this.

  Business Response

  Date: 01/21/2025

  *******

  Based on your feedback, we have requested that our finance team pull back from collections and write off the balance due.
  

  It was communicated to me today that our finance team sent you an email advising of the resolution.

  Let me know if there is anything else we can do for you.

  ***** *****

  
  

  Customer Answer

  Date: 01/21/2025

  
  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,
  
  ****** *********** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/13/2025

  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.

  My wife received emergency care on May 3 2024. One of the physicans is with ***** ***** ********* **********. The billing is being handled by one of your companies ********o. The service order was put in duplicate. Insurance had paid their part and my wife owes nothing. You keep sending a bill for double the cost of the line item. I have spoken with your front tier many times. They admit there is a problem. But not one is addressing it. I have been chasing this for about 4 months now. I was also told I would not receive any bills for this. We have received 4. ********o is set up to make it impossible to get an issue resolved. Her account in ********o is ***********

  Business Response

  Date: 01/13/2025

  We know that these billing situations can be challenging.  Have asked our team to look into this today and we will work with the health system to address the billing.  Will get back to you this week on resolution.

• Initial Complaint

  Date:10/01/2024

  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.

  My medical business closed as of 3/31/2024. Waystar had no further statements to send out as bills after that time. They continued to bill my medical company each month although they were doing no work for me. I wrote multiple times with no resolution. The billing continued for 5 months. I had no contract with them. I cancelled their services. They refuse to acknowledge this.

  Business Response

  Date: 10/01/2024

  ****** at the end of March your practice stopped submitting files to Wyastar.  We understand that you believe we should have just stopped invoicing at that moment; however, we were not aware of your intentions.  You contacted our Finance team in May about the subsequent invoices that followed.  The Waystar Client Relations explained that formal written notice was required to terminate the agreement and that there was a contractual term obligation irrespective of utilization.  Written notice requesting to cancel the agreement was submitted by the client until 6/25/24.  Waystar Client Relations agreed to cancel the account early on 7/31/2024 and did not enforce the remainder of the contracted current term. 

  We understand your concerns; however, you signed an agreement that committed you to certain terms.  Would be happy to further respond if you feel the information above is not accurate.

  
  

• Initial Complaint

  Date:08/05/2024

  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.

  Date bill sent 07/10/2024 I received a bill for $184.89 for something. The statement does not say what its for and they do not have any contact info to request any information. The only contact they have is an automated bill pay. **** **********

  Business Response

  Date: 08/05/2024

  ***** 

  It appears that you are a patient that received a statement from a provider that utilizes our service.  It would be great if you could let us know the name of your provider or upload a copy of the statement for us to be able to help with the explanation of the charges.

  ***** *****

• Initial Complaint

  Date:07/17/2024

  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.

  We originally contracted with ******** in 2016 for billing with our electronic medical record, **************. Apparently, Waystar acquired ********'s business subsequently and the contract was transferred to Waystar. Our contract autorenews every 2 years. As of 21 November 2024, our Tax ID is no longer being used for billing as our physicians are now employed by a different clinic. We no longer use ************** and have switched to a different electronic medical record. We received no notification of the autorenewal of Waystar in December 2023 and were not aware that it happened. We have requested that the service be canceled and that we no longer be billed. However, they have told us that there is no way to reconcile this problem and we will be forced to pay $395 monthly until 12/31/2025 for a service that we are not using. That will amount to $7110. Considering the current uncertain environment for healthcare providers, I would recommend that any clinic looking to purchase services provided by Waystar find another company to use.

  Customer Answer

  Date: 08/21/2024

  
  Better Business Bureau:
  
  

  Regarding complaint ********* against Waystar, I greatly appreciate your assistance. They contacted us within a day of the complaint being posted and canceled our contract effective 31 July 2024 as we had previously requested. Again, thank you so very much for your assistance. Sincerely, ***** ** ******* **

  
  

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/11/2024

  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.

  I requested my account be deleted or deactivated and was told to contact my doctor - I do not have any doctors listed in this account so I have no one else to contact. As the administrator of this website, they have access to process this request but refuse to do so. I close inactive accounts so my info is less likely to get hacked and passwords stollen. I would like my online account with Patient Notebook (Waystar) deleted or deactivated please.

  Business Response

  Date: 06/12/2024

  *********

  Thank you for reaching out to the BBB in regard to your privacy concern.  We at Waystar are regulated by the federal Health Insurance Portability and Accountability Act, a federal law passed in 1996 that establishes national standards to protect medical records and other personal health information.  

  Based on your request, you would need to contact the physician’s office directly to address this specific request.  We are unable to access the provider’s system and remove your information. 

  ***** ****** EVP Client Operations, Waystar - ***********************

  Customer Answer

  Date: 06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  There are no doctor’s account listed! No idea who to contact! Want to look it up and tell me who?
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 06/28/2024

  *********

  We understand the need to protect user information as a HIPAA protected organization.  Unfortuneately, you will have to work with your provider to delete your information.  Waystar processes payment transactions on behalf of your provider and they store your user information.

  Customer Answer

  Date: 06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  THERE IS NO PROVIDER LISTED! I KEEP TELLING YOU THIS! TELL ME SPECIFICALLY WHO TO CONTACT. I’M SURE THEY WILL TELL ME TO CONTACT YOU ANYWAY AS IT IS YOUR WEBSITE. JUST DISABLE THE LOGIN! WHAT IS SO HARD TO UNDERSTAND?!
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 07/01/2024

  Thank you for the response.  We will reveiew with our team and get back to you on next steps.

  Customer Answer

  Date: 07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue is still not resolved - see their response (looking into and will get back to me). There is nothing to accept as they are finally looking into the issue. This is still pending action on their part.

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

  Business Response

  Date: 07/02/2024

  *********

  I checked on status today and the team is still working to see if we can find a resolution to your request.  Some of the key members of the technical team are out for the holiday and I will provide an update on Monday, July 8.

  ***** *****

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you, every comment requires a response or the case will be closed so unfortunately I need to keep “rejecting” u til it is resolved.

  “If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.”

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

  Customer Answer

  Date: 07/09/2024

  
  

  Complaint: ********
  
  I am rejecting this response because:

  Thank you, every comment requires a response or the case will be closed so unfortunately I need to keep “rejecting” u til it is resolved.

  “If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.”

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

  Business Response

  Date: 07/16/2024

  I wanted to let you know that our engineering team is working to remove your information.  We have a case open with our team to resolve your request and I am personally tracking until it is resolved.  I apologize for the delay.

  Customer Answer

  Date: 07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have to reject to keep the claim open. Thank you for moving forward with the request. Please keep me updated.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:12/26/2023

  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.

  Hello, Waystar provided incorrect and unsubstantiated medical claim information to ******** **** ***** ****)rehab that has resulted in me being denied rehab benefits under my Medicare benefits. I suffered a ******* ****** on Sept 25, 2023 and Waystar reported to *** that I had used 80 medicare rehab days from June 1, 2023 and Aug 31, 2023. This is incorrect information as I was neither hospitalized or in rehab at any time prior to my Sept 25th ******* Additionally, *******, a supervisor in Medicare's advanced resolutions center confirmed on Dec 20, 2023 that Medicare has no record of any claims for rehab or hospitalization for any days prior to my ******* ******* also confirmed that Medicare has not issued any letter to Waystar or ******** ** * stating that I have exhausted my rehab benefits. ******** at ******* ******, a managed care company, who insured me from 3/1/2023 thru 11/30/2023 also disputes the Waystar claim information. ******* ****** has no record of any claim being authorized or filed prior to my Sept 25, 2023 ******* The only services I used with ******* ****** prior to my stroke was for fitness center visits paid by ******* ******. Again, I was never hospitalized or in rehab prior to my Sept 25, 2023 ******* Lastly, ****** ******* a managed care company, insured me from Jan 1, 2023 thru Feb 28, 2023 also confirmed that they never authorized or paid any claims for hospitalization or rehab. At my Dec 6, 2023 care conference at ******** **** ****** my brother ***** sister ****** my sister-in- law ****** and I disputed Waystar's report stating that I had used 80 rehab days prior to be admitted to *** . We requested that Waystar provide the dates of service and the name of the hospital and rehab facilities to support their findings. As of today's date, Waystar has failed to respond to our request and ******** ** terminated my medicare-paid rehab services effective Dec. 23, 2023.

  Business Response

  Date: 01/18/2024

  First of all, we want to express our deepest simpathies to ****** ******* ** for the medical issues encountered.  Waystar's role for the provider that is treating ****** is to provide clearinghouse services to process their claims to the insurance company.  It was the insurance companies decision to deny the benefits.  Waystar is simply the intermediary between the medical provider and the insurance company.  We would suggest that ****** contact their medical provider and the insurance company to address their concerns with the denied benefits.  

• Initial Complaint

  Date:12/14/2023

  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.

  Waystar continues to overbill us for services provided. In January 2023 we updated our practice agreement to two providers at our practice location. Our contract clearly states fees will be $87.50 PER PROVIDER. SUBSCRIBED FOR 2 PROVIDERS. Since January 2023 we have had no change at all in the number of providers at our practice and no change in our billing. Waystar bills us correctly for months of Feb, March, April, July, August and September. However, we were over charged up to 3-4 provider fees May, June, October, November and December. We have made numerous attempts to resolve this with Waystar both via phone and email. The CSR offered to correct and credit our bill in May, June and even via email in November but have never corrected the invoices nor credited our account. Four every extensive long conversations were had with the company, emails with supporting documentation submitted and complaint filed with company but the company continues to overbill. Waystar is in breach of our contractual agreement but unfortunately the terms of termination before 24 months state we must pay them for the full 24 months of service (at whatever rate they want apparently). If you are a medical practice, run from this company, unless you enjoy spending countless hours trying to correct their overcharging vs concentrating on your patient care.

  Business Response

  Date: 03/06/2024

  Waystar was invoicing the client based on the terms and conditions outlined in the agreement.  Client's contract utilizes a per provider subscription model to calculate monthly fees and the number of billable providers are determined by the number of unique billing NPIs that are submitted on claims. After the client contacted Waystar's Finance team to dispute number of providers that were being billed (3 vs 2), Finance advised that a unique billing provider NPI had been submitted for the facility that was different from the two billing provider NPIs on file for the two enrolled physicians.  This new billing NPI submission resulted in an increase of the billable provider count from 2 to 3.  Finance provided a courtesy credit of $174.50 to offset the additional charges incurred by the submission of claims with the new NPI and advised the client to contact support to prevent the new NPI from being added as an additional billing NPI in our system, which would prevent the additional per provider charge from occurring on subsequent invoices.  Additionally, the client was submitting eligibility volume through our system that was excessively high (3X) compared to the corresponding claim volume but Waystar never charged any overage transaction fees for those inquiries.

  Customer Answer

  Date: 03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: We were never issued a credit despite numerous "approvals" from Waystar in writing for a credit. We only have two providers in our practice the entire year of 2023. We were not being billed correctly, invoices reflected 3 and once 4 providers in 2023. At one point we were told by Waystar staff we were billed in error because the practice location was billed on two claims.. Obviously a practice location can not "provide" services but Waystar refused to correct the error. As stated in our contract we are to be billed "per PROVIDER". We only agreed upon and signed a contract for two providers to be enrolled with Waystar. Waystar breached our contractual agreement by not adhering to the contract agreed upon at time of signing. 

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

  Business Response

  Date: 03/07/2024

  The contracted term of the agreement was not set to expire until May 31, 2025, but Waystar agreed to terminate the agreement early and not enforce terms due to the disagreement regarding invoicing.  The client's account was effectively canceled at the end of February 2024 and the existing balance on the account has been removed.

• Initial Complaint

  Date:11/01/2022

  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 tried to make payments to Waystar through their provider portal but there is not an option to do this. When I clicked on the statement email to me and tried to pay through a separate site I waited 10-15 minutes each time I tried to make a payment. Since I could never get through to make a payment I tried to make a payment through Zelle but the only option given was to pay Zirmed. I paid through Zirmed twice and there was close to a two week delay before my payment was applied to my account. Due to these various challenges I had my claims rejected on three separate times which lead to a substantial number of claims were delayed and me being financially strapped. Again, last week I tried to make payments online and could not so I called the finance department. The person who took my call cut me off before listening to me explain why I was having problems making payments and asked if I wanted to make a payment at that moment. I told her I was more concerned about remaining with Waystar given my problems with various issues such as this. She put me on hold for 18 minutes and I listened while she worked in the background and her dog was barking. It was only after I yelled when she heard me and realized I was still on hold. When I got through to a supervisor they kept telling me they had no record of my payment despite me telling them on three occasions that day I saw the screen confirm my payment but it did not show up on my account or in my bank account 2 hours later. The following day I had three payments for the exact same amount billed to my bank account (see attached screen shot).

  Business Response

  Date: 12/02/2022

  Client’s account was suspended for past due balances on 10/20/2022 and this would have caused subsequent inbound claims to reject upon arrival at Waystar.  The client’s account was reactivated on 10/27/22 after payments were receive** When clients pay through our Portal (www.waystar.com/clientportal) they are using a 3rd party vendor called ******** to process customer payments.  The client did make 3 payments on 10/26/22 using *********  One payment was made with a credit card ( that processed without issue) and 2 were made with the client’s banking information. Based on research from Finance, the payments that were made from the client’s bank account did post to the account immediately.  Payments through ******** should post immediately, but after reviewing the audit trail, these payments did not post to the customer’s account until 11/2/22. With these payments not immediately posting to the account, this caused a lot of unnecessary confusion and is an issue that Waystar will discuss with ******** to resolve.  The payments that were made with their bank account were returned to us on 11/9/22.  The reason for the return was “Check Truncation Entry Return” and it appears as though the client may have entered their bank account information incorrectly.  Finance should have notified the client that the payments were returned on 11/9 and this protocol was not followe**  This is being addressed internally with our staff.  The client does have the option to either pay with one our Team members from 8 am – 5 pm at 844-492-9782 x 3. or, they can also still utilize our old system for processing payments  https://www.patientnotebook.com/zirmedfin