ComplaintsforWaystar
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
07/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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 response
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
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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 response
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
07/01/2024
Thank you for the response. We will reveiew with our team and get back to you on next steps.Customer response
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
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 response
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 response
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
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 response
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
12/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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/zirmedfinInitial Complaint
05/18/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
In October of 2021 I inquired with Waystar about a contract with them. At that time I did inform the sales rep. I would be retiring in about a year. The contract she sent was for two years and I mistakenly signed it not realizing this. I reached out to them to early terminate as they have been very deceptive. The system does not work as I was told and NOW claims are being processed under the incorrect account. My office manager was never properly trained and we went LIVE before we should have. Support is horrible and I just want to get out of this mess ASAP.Business response
07/12/2022
BBB,
We have contacted ******* ****** and have resolved this matter. We have credited the client and finalized the contract to her satisfaction.
Let us know if there is any further action needed on this matter.
***** ****** **** ****** **********
Waystar
* ************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
14 total complaints in the last 3 years.
10 complaints closed in the last 12 months.