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Business Profile

Medical Records

Athenahealth, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Records.

Complaints

This profile includes complaints for Athenahealth, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Athenahealth, Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 56 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Last August, 2024, I took my two minor sons to *** minute clinic to receive a Meningococcal vaccine that was required of them before the start of high school. The *** minute clinic NP submitted one of my sons as a ******** patient (he has NEVER had ********) and the other son was submitted incorrectly to the wrong insurance company. It took me months and multiple phone calls to have this straightened out, only after finding someone at my insurance company who was able to determine that they were submitting the claim to the wrong place. I was told in January 2025 that this would all be taken care of. I am not being harassed by *** credit collection agency due to AthenaHealth's mistake. I want Athena Health to figure this out and I want TSI credit collection to stop harassing me. This is unacceptable that the client/patient has done nothing wrong and has to chase around people at service provider's businesses to figure out what mistake they made to cause this cascade of events. If Athena Health would stop randomly labellling ******** patients and just pick up the phone and call the insurance company from the beginning this never would have happened.

    • Initial Complaint

      Date:02/21/2025

      Type:Order Issues
      Status:
      Unanswered
      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 complaint is regarding athenahealth not making available the contact for a privacy officer, as required by law. Athenahealth is a HIPAA covered entity which means that they are required to have a privacy officer and maintain the ability to complete an accounting of disclosures at a patients request. Athenahealth maintains protected health information, therefore they are required to maintain a log of medical record releases and any EHR/encounter data access. Please respond to my complaint with the contact for your privacy officer so that I may exercise my right to request an accounting of disclosures, as permitted by law.

      Customer Answer

      Date: 03/03/2025

      I have not heard from the business in response to my complaint. They still do not have a direct contact for a Privacy Officer, as required by law.

    • Initial Complaint

      Date:02/11/2025

      Type:Billing Issues
      Status:
      Resolved
      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 received a payment due invoice for $45.34 for a visit with ***** ******, DO for services 01/05/25, which were denied payment from my insurance company. I did not have a meeting with ***** ****** on 01/05/25, which was a Sunday. I have not contact my insurance company yet, but will do so.

      Customer Answer

      Date: 02/23/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I contacted ******** to receive additional information that the business did not provide.  I have settled the claim, but wish to have notice on this business who did not respond and provided no help.  I have determined that based on information provided by ********, the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** *****

    • Initial Complaint

      Date:02/06/2025

      Type:Product Issues
      Status:
      Unanswered
      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 did not sign up for Athena insurance you guys are the reason I have a 1095 a form you're trying to take money out of my taxes because of this insurance I haven't paid anything to go and you want to charge me money I haven't even been to the doctor I haven't used your services or anything

    • Initial Complaint

      Date:01/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      A bill for a service on 1/31 was over billed. We paid the bill but several months later our insurance was looking into it. Our insurance noticed that they charged things more than once and they were not supposed to. An adjustment was made to our bill. The problem now is that Athenahealth is not give us the extra money back. They filled it in a way that we are jumping through hoops to get it.

    • Initial Complaint

      Date:01/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      AthenaHealth is the third-party billing service that my provider uses. I was billed $293 over my Patient Responsibility for two of my office visits with my provider. I contacted AthenaHealth a total of 5 times from 6/18/2024 to 12/15/2024 to try to correct my invoice that showed Total Charges of $821 for both office visits. My insurance provider, ******, had processed the claims and sent AthenaHealth the *** for both claims. However, AthenaHealth's representatives told me each time I called that they either never received the **** or I was told that ****** needed to complete a coordination of care. Neither excuse made sense to me as I only have one insurance provider and ****** confirmed that the **** were sent to AthenaHealth. I was finally forced to pay the total amount of $821 when they sent me to collections. This overcharging by AthenaHealth is due to either inaccurate records or mixing-up of patients. Due to their incompetence and unwillingness to correct my issue, I was forced to pay the extra $293. AthenaHealth's billing practices are unscrupulous. Consumers should be aware if their medical providers use their billing services.

      Customer Answer

      Date: 01/14/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:12/06/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Athenahealth provides the patient portal service for my doctor's office. At my appointment today (06 Dec 2024), I mentioned that I was having trouble logging into my account, so the provider initiated a password reset email to my address. Although I received an email, the body of the message said it had been blocked because the sender's email was not properly authenticated, specifically that it did not pass DMARC verification and was rejected by the server. The provider suggested that I download the Athenahealth app and attempt to reset the password there, but the result was the same. They told me there was nothing they could do and that I must contact Athenahealth for assistance.The support line was very unhelpful to patients. All of the options available read me a recording of information I could easily find on their website, told me to contact the provider, and then disconnected the call. I finally reached an operator and explained what was going on, that my provider was unable to help and told me to call them for resolution. She transferred me to a representative (******) and when he heard that I was a patient, proceeded to tell me that this line was for providers only. Several times I explained that the password reset emails they were sending were not properly authenticated and that my provider could not assist me, but he'd just repeat back the same thing. I asked to speak to a manager and he repeated it again.I have an account with ********************, a business responsible for the portal that my provider uses to communicate my health information. To access my account with ********************, I need to reset my password but there is a technical problem with the emails they're sending for this purpose. When I call Athenahealth, no one there will talk to me or help to resolve the issue. There is no other way for patients who use their services to contact them and until this issue gets resolved, they are effectively blocking me from access to my medical records.

      Customer Answer

      Date: 12/19/2024

      I have not heard from the business in response to my complaint. As mentioned in my original submission, I did speak with a representative by phone but they ignored all of my requests for assistance. They refused to answer questions about why their password reset emails were not passing authentication with ******'s email server or to otherwise help me reset my password. When I asked to speak to a supervisor, they ignored that request, as well. Based on this experience, and the fact that they did not take down any of my contact information, I do not expect that the business will contact me directly, which is why I initiated this complaint.

    • Initial Complaint

      Date:12/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 went to ******* on October 21, 2024 and gave them my insurance. I paid my $30 copay. On November 18, 2024 I received an email from Athena stating that $299.00 would be taken out of my debit account on 11/22/2024. I called and told them that insurance should have covered that and that I paid my copay. I should mention that i never authorized this transaction with them. On November 19th I received an email from Athena stating I have an updated bill showing a balance of $0. On November 26, 2024 i received an email from Athena stating they took $54.59 out of my debit account. Again, this was not authorized and no notice was given. They simply charged my account. When I called my insurance, they stated Athena never sent a claim. Athena keeps giving me the run around. They are not looking at who to send claims to. My insurance was updated in May and is not longer PHP Three Rivers, it is PHP Freedom, which is clearly marked on the insurance card I gave them. I've tried explaining this as well and I get the same answer, Athena has put notes on my account. Meanwhile, my account was overdrawn for a bill I never should have got and from unauthorized charges.

    • Initial Complaint

      Date:10/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Repeated phone calls for a bill that was paid in full for a rental to ***** *****, my wife, that was returned Sep 29, 2004. I received a receipt and woud have paid more if I had owed it, but was told there was NO OUTSTANDING BALANCE. I want the phone calls to stop. I'll NEVER PAY anything by phone, EVER!Stop calling or come to my house in person.

    • Initial Complaint

      Date:10/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      unable to delete profile and data. While their portal allows me to sign in with my email and password there are no options to contact them, or request an account deletion

      Customer Answer

      Date: 10/20/2024

      I have not heard from the business in response to my complaint.

    Athenahealth, Inc. is NOT a BBB Accredited Business.

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