Customer ReviewsforWaystar

I had Change Healthcare as my clearinghouse without problem until they got cyber attacked in February. I couldn't wait for them to come back live again, so I switched to Waystar following the recommendation of my EMR manager. Unfortunately, that was the worst decision I have ever made. The entire implementation was done by myself, if I had known this before, I will never sign up with them. I am a provider not an IT person. When I reached out for help, they just give me more instructions to "do it yourself" because their team are too busy with other clients. I don't know who gets the priority support, certainly not us. As of now, after 4 months, our practice still can not submit claims electronically to Medicare using Waystar as the clearinghouse. When I call Medicare enrollment, they told me it was setup wrong at Waystar end, but I could not get any support from Waystar to fix it. Despite multiple emails to my project manager or to the support and training team, no one reaches out to help. Zero customer services and support. I wish I could contact their leader and express my disappointment and frustration, but I don't even know who to report to. This company does not care for their clients' satisfaction at all.

Ivy, Thank you for bringing this to our attention. We will have our team reach out to you today to address the enrollment concerns with Medicare. Will be following up with our team to ensure your concerns are addressed. Perry Sweet

I was told that the PM and EMR system I was using would work with Waystar. I paid my integration fee and Waystar is not compatible. I have not been able to get my integration fee back. Nothing was integrated. I would not recommend this system.

The agreement was signed in November 2023.. The project was Opp was turned over to the Waystar Solution Adoption team for implementation. When it was discovered that the integration could not be completed, Waystar agreed to terminate the agreement. Waystar issued a refund on May 17, 2024 for the implementation fee that was charged for the project.

Ivy, Multiple leaders representing Enrollment and Solution Adoption were able to speak with you via a conference call this afternoon. We worked with you to ensure your concerns are addressed. We will be setting up a follow up call with you and your biller this week to further troubleshoot Medicare rejections.

I set up a payment plan on https://www.patientnotebook.com/. It automatically charges my credit card without issue. Then all of a sudden I got this mail threatening me of collection. I mean at least do your job and fill the numbers in the letter lol. https://goo.gl/maps/RdHUhpJi2kvrE3nbA

We appreciate the feedback and will look into this situation to address. Waystar will respond quickly.

Waystar is the payment provider for this patient that is supported by one of our clients. We provided a response to this case in 2023 that the patient will need to discuss this with their physician and their administrative support staff.

Our office issues with Waystar started in June of 2022. I am not sure what happened at that time but our Medicare claims were not being processed. Several emails and calls were made to Waystar. Customer service stated they would call us back or the system was down or the person who was handling the issue is not available at that time. This went on for months and months. We did not get a response till October of 2022 of what the issue might be. We followed the directions given by Waystar and still, our claims were not processed. Again we reached out to Waystar nothing. We decided to change compies and so far we have not had one issue. When we went to cancel with Waystar, this is when someone wants to all of a sudden reach out to our office and try to help. When we explained that we have tried and tried and months went by with no resolve they state we are the ones in breach of contract. When I explained Waystar was not providing a service for which we were paying. I was met with a negative reaction. I do not recommend this company. The customer service is subpar and there are a lot more companies out there for the price. Better to shop around!

Waystar is working with this organization to ensure the situation is addressed appropriately and respectfully. We will provide a resolution statement once completed.

1. Client was upgraded to Waystar 01/27/2022. 2. 19 support cases were logged between 02/08/2022-10/27/2022 for various inquries. 3. 11/02/2022- Client submitted written notice of cancellation 4. 11/10/2023 - Waystar provided the client with terms of the contract 5. Contract term date: 05/31/2023. (effective date 06/01/2019, 1 year IT, 1 year renewal, 90-day notice prior to the end of term). 6. Client did a stop payment of all invoices from Aug 22-Oct 2022, and then did not pay invoices from Nov 22-Feb 2023. 7. Termed for nonpayment Feb 2023 8. Sent to collection 07/05/2023 for $282.95

I have been calling E solutions which had been taken over by Waystar for the last 2 weeks every day and I have been put on hold for at least 30 mins, by 37 mins, I will get a prompt that my call will now be handles and there will be dead silence. While waiting for at least 20 mins for someone to pick up in that silent void during the call, I had to call E-solutions again and begin from square one in the queue.Then 37 mins into the call I will get the same prompt and dead silence and the cycle keeps going on. Today I called since 11 am and the cycle keeps ongoing until 2 pm. I tried other numbers but Waystar told me they had to transfer me to E-solutions for them to address my service ticket number. It has been 2 weeks and NO ONE has ever picked up my call. Our agency has been paying monthly dues to this company and we deserve to have a response to address our complaint that we cannot access the Medicare Claims Editor which is very crucial to our agency. I have been very patient, but I have been calling daily and no one picked or even sent an email to address our complaint. I need the Better Business Bureau to call them at this number which is in their website and check for themselves the issue for calls not getting answered. Telephone number 866-633-47-26 , option 2 then option 1, then option 1

Since this claim is 10 months old and is regarding hold times experienced by a client on a support line, there is not a way that we can effectively research what may have been causing an issue with them connecting with a live support agent at that time. Currently, all of our client service phone calls are answered in under 30 seconds and clients are immediately connected with a live support agent to assist with any issues.