Complaints

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

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Athenahealth, Inc. has 5 locations, listed below.

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  Athenahealth, Inc.

  80 Guest St Boston, MA 02135-2071

• 

  Athenahealth, Inc.

  3 Hatley Rd Belfast, ME 04915-6878

• 

  Athenahealth, Inc.

  502 Carnegie Ctr Ste 301 Princeton, NJ 08540-6289

• 

  Athenahealth, Inc.

  675 Ponce De Leon Ave NE Ste 9000 Atlanta, GA 30308-1884

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  Athenahealth, Inc.

  800 W Cesar Chavez St Austin, TX 78701-4008

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:08/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  8/14 I have been attempting to change my account password and get an error: Error: Missing client_id query parameter. You must provide a client_id.I have tried multiple browsers, disabled extentions,VPN.Being unable to change password is a serious security concern, yet there is no straight forward way to report technical issues on the portal or the company website. This is a software company.Further, MFA account protection setup does not retain settings and just keeps requesting setup over and over. This also prevents me from resetting password once logged in, as well as accessing privacy and security settings. This is a huge security concern for a health records company and needs to be addressed immediately for the safety of all users.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a bill yesterday from a doctor that supposidly provided me care during an emergency visit 6 months prior. I called my insurance because they had approved my emergency visit ************ had no record of this doctor ever filing with them. They triple checked ************ there was nothing. They called the number provided on the bill on my behalf to explain that the doctor needed to actually submit the claim but the phone number was disconnected. The account number on the bill for online portal access did not work. I tried contacting the company through ******** because it was the only contact I could find & they said they couldn't help patients directly. I googled & found a number for the doctor's office that was tied to the *********** said billing was closed & they "didn't know the hours but maybe 7:30-4". So I called the number on the bill today & it did ring through this time. I relayed the information my insurance gave me & was met with ********************* The person on the phone never gave me their name. They repeated that the doctor did file, & I said "no my insurance has no record whatsoever, so if I need to give my info again please let me know, but he has to actually file with my insurance." The person on the phone asked for a PO box to send the bill to, I said my card didn't have any, but they do provide a phone numebr that providers can call. She said "yeah we won't call." I then heard some ************ said "ok yeah please disregard the bill, it needs to be sent to a different PO box for insurance, so I notated it." I said Ok thank you, because insurance said it needs to be submitted in order to be paid, & she still tried to claim it had been but needed to have just been sent to a 2nd box? I asked for a name/claim number in case I have issues in the ************ said "It's notated babe" very snarkily. It seems fishy to me & not legitimate & I hope it's actually resolved since it's a huge *********** never actually filed with my insurance.

• Initial Complaint

  Date:07/06/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Last August... I went to village medical for a general checkup. The nurse practitioner filled out the form incorrectly. Then, they sent me an exorbitantly high bill. Every 3 months, I go round and round between their horrible and incompetent customer support and my horrible/incompetent insurance company.Finally, I'll get them on a conference call with my insurance company and both Village Medical and ********** will swear up and down that they'll get the bill taken care of, 3 months pass, and then... you guessed it, these incompetent scam artists send me another bill. Let them know, if I ever get a bill from them again, I'm going to *** them.

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 contacted AthenaHealth to gain access to their API for their Preview environment in June of 2022. In July, somehow they got me to sign a contract for their API preview environment for both their practice and Marketplace program separately, with me not realizing that I had signed up to pay twice for one access. They began charging my business and personal accounts for access to their API and Preview environment despite only giving me one client ID, and access to one Preview environment. Since the first account was never used as it was associated with a practice account for a medical practice that was never opened, they sent me a termination letter regarding that practice after a year. The contract for the practice API account stated that it must be associated with a practice to be functional. This is irrelevant, since I was never given 2 client IDs, or access to 2 preview environments. I thought it was a clerical mixup on their end, but it seems to be a deceptive business practice. As an Electronic Medical Record software company, as per the ***** Act, legally they are required to allow developer access to patient information through FHIR API calls. They strongly discouraged this from the start, promoted their own API calls, and did not offer any access apart from paid Sandbox access, unlike recommended industry practice.I did not notice that I was being charged on both accounts until almost 2 years after the fact. I brought this up to their team over 6 weeks ago. I could not get a response from their accounts receivable. ******, from Accounts Receivable, the person who responded was dismissive of the entire thing, and did not even know that they had terminated the practice account almost a year ago. She has not responded to further communication, I only requested moving the improperly charged funds to my Marketplace account, and had not even asked for a refund. I am wondering if their CEO, *******************, condones these shady business practices.

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Athenahealth, *** is a company I was using as a small first time business owner to try and help me as a doctor with billing and claims; Athena was so terrible to work with and was so focused on taking my money instead of helping me to make money and retain money. I have complained and begged for them to help me with billing issues that were constantly arising and I got the run around and generic answers to pacify me so that my problem would be ultimately ignored. My problem with Athena is that they promise and contractually state they are going to do things that they dont do! They also try and blame you or make you in charge of doing things they claim they do for you. They also know that once all your money and information is tied to Athena that there is nothing you can do as a provide. They know in order to rectify the issue and switch to a different company is so difficult. I hate this company and I dont think I can say that about any other company that I currently am in business with. I work with ****** and there are things I dislike about the company but I can say that Id never write a bad review for the simple fact they do exactly what they say they will do for you! Athena is a crooked company and they are currently being sued for that very issue.

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 son received care from ********************************************* on 1/20/25 we received our bill for the amount of $40.00. We paused ***** at time of service.This bill could be paid via check, or going to Athenahealth.com or using the ** code. A check was sent and still has never been cashed. When the second bill arrived I attempted to pay via the website or the ** code that takes you to the website. The we site only send you in a loop of anything for your payment information and asking for the statement code. V66H-3677-FNS-196X when I attempt to contact via the Athena website the it also asks for the statement code and code spaces dont line up the 3rd set of numbers on my statement is 3 letter the website wants 4. I have not been able to reach anyone by phone or pay this bill. The website does work accurately and the system is broken.

  Customer Answer

  Date: 04/24/2024

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

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  As of filing this complaint this is my THIRTIETH attempt at resolving this matter and I can't get anyone on the phone as I type this I have been on hold for 15 minutes and 47 seconds with no end in sight. This is the company my physician started using to do her billing. However after uploading my insurance 4 times now, and manually typing it in, they refuse to bill it. I have confirmed with my insurance and Dr ****** who has had my same insurance for the last 4 years that the insurance was jot billed. Instead of answering the phone or returning any of my emails, they simply put it was not covered. Insurance claims it would have been and that they were never billed. I was also charged twice the copay at my visit in December in 2023..

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is a problem of *************************** Provider is out-of-business with no forwarding location. ****** however harasses patient with no purpose. On 10/5/23, after insurances, bill was $18.46. Check was written to Provider and left at their office. Provider closed office permanently & did not (to date) secure mail, cash checks, etc.. ****** ignores patient phone calls as ******** continue unabated. At least 5 calls to Athena Health (******) result in hang **** refusals to help, etc.. In addition, Provider has also mistakenly submitted another bill for 10/25/23 for a service that never took place. Resulting bill is $9.23. ****** now seeks $27.69 for a Provider who does not exist. As Athena Health refuses to resolve any matter with the actual patient, perhaps the incorrect billing mess will lead to further improper collection against the patient. Solution? Athena Health needs to end improper & incorrect billing & write off all outstanding charges for the patient. Furthermore, following their own investigation of these facts, Athena Health needs to write an explanatory letter to the patient clarifying these errors, including theirs, so as to absolve patient of any financial responsibilities in this matter. If the Provider somehow, in the next 2 months, retrieves the $18.46 check, it will be honored. The new billing of $9.23, for a nonexistent service, will not be paid. Acceptable? Patient is available for problem solving.

  Customer Answer

  Date: 03/30/2024

  I have not heard from the business in response to my complaint. They ignore any attempts to communicate at all.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Upon checking in my son for his annual physical (though they have seen my son and my family before), asked for our insurance cards so they could upload a photo of the front and back. Even though I did the online check-in yesterday and uploaded the images, they still requested the cards to upload pictures. The violation complaint: using employees personal cellphones to take pictures of patient insurance and id cards The front desk employee then grabbed her personal purse, rummaged around in her purse to find her personal phone, the proceeded to take photos of the insurance cards. When I asked them if they use their personal devices for this, they said yes and that they are told to do so. Both the front desk ladies seemed shocked when I told them that it is illegal to do that. They claimed they are using them to upload them using an app to the website. I continued to iterate that it was not okay and a potential privacy/HIPAA violation. There was no further discussion.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had sign up for transition to Athenahealth to be my EMR in Oct, 2023 with the $1225 deposit paid. During the sales call, when asked about transition my current data to new EMR, I was told that Athenahealth will covert my current data from my current EMR to Athena. However, at the first meeting to start training, I was told that data conversion is not done by Athena. (and later was told that they will do parts of it but not all of it and I can get a 3rd party company to do it for a cost). This data conversion was a big part of my decision making and this breaks my ability to move forward with use of Athena. When ask about termination (since terms is different than what was discussed at sales call), I was told that they will not tell me if any of my deposit would be returned until I terminate the contract but there is a chance I will not get any refund of deposit. I feel I need help with trying to resolve this/moving forward.

  Customer Answer

  Date: 02/07/2024

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

  customer sales rep's last response was I can cancel it and I might or might not get the deposit back....  last phone conversation, rep acknowledge that the data transfer "definition" was loose (even though it really is blatantly misleading information for the sales pitch b/c I did specifically mention about PDF files transfer. the false claim they made to get me to sign up and pay deposit quickly).  BE CAREFUL when sign up with them.