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.

  800 W Cesar Chavez St Austin, TX 78701-4008

• 

  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

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:09/12/2022

  Type:Product 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.

  On 6/1/22, I signed an at will contract to utilize the AthenaHealth electronic medical record (***) with additional ******** services for my start up small medical practice. I provided a $612.50 deposit. I was not pleased with the customer service during the customization stage. They tried to coerce me to agree to a 6+ months planning stage due to the billing requirements despite having advised me a turnaround of ***** weeks to utilize a fully integrated product prior to my signing the contract. I expressed my concerns on a number of occasions and requested to 1. proceed with the *** component only within the ***** weeks time frame and 2. add the billing service later when ready. I was ultimately met with condescension and aggression on a 7/14/22 phone call with the sales rep supervisor and was told there was no way for me to proceed with only the *** portion of the product while later phasing in the billing product. On 7/18/22, I advised the team via email that I was terminating the contract. In response to this I was offered an "emergency go live" to 1. proceed with the *** component only and 2. add the billing service later when ready (my previously denied request) with a response that they would send me a termination agreement if I still desired. On 7/25/22 I confirmed the desire to terminate and was told a termination agreement would be sent. I followed up again on 8/10/22 requesting a resend as I did not receive the document. Again on 8/18/22, I notified my rep ****** that nothing was received. I received no response to the 8/18/22 email, no response to an email sent 8/30/22. I called on 9/2/22 and left a voicemail message to her. I called customer service on 9/6/22 and emailed *************************** in the Athena Customer ************ per their recommendation. Thus far I have neither received responses from any of the above or a termination agreement.

  Business Response

  Date: 09/13/2022

  Hi Summer, 

   

  Thank you for brining this to the attention of athenahealth, Inc. ("Athena"). I have relayed the information provided to both your dedicated Customer Success Manager (CSM) *************************** and the Sales Executive *****************************. One of them will follow-up with you shortly via email on next steps regarding the termination. Pursuant to the Notice provisions of the underlying ****** Services Agreement (MSA), most often customers send Athena a signed letter (electronic or wet) on letterhead advising of the termination date and whether the practice plans to opt-in or opt-out of Spindown.

   

  thank you, 

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

  [email protected]

  Customer Answer

  Date: 09/15/2022

  [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:
  
  Thank you for assisting me with timely follow up of the aforementioned issue. I have reviewed the response submitted by the business and have determined that 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. I appreciate your assistance in resolving this issue. 
  
  Regards,
  
  Summer ***********************

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  Refund the VA Refund my Money.An apology for the poor treatment, and disrespect.And reform your system.

  Business Response

  Date: 08/26/2022

  Hi BBB, 
   
  athenahealth, Inc. (Athena),www.athenahealth.com, provides cloud-based practice management, electronic health record, and care coordination services to medical practices. We are neither a medical provider, insurance company, or custodian of medical /insurance records.  We do not engage directly with consumers (patients), but instead sell our services and products to medical groups and providers who use our tools to see patients (business-to-business, B2B). Based on the details provided in the complaint, this patient likely received healthcare services from a provider that uses Athena's services. Athena does not provide healthcare services to patients. Often the medical group or physicians website, patient portal or billing summary can contain statements such as "Powered by athenahealth, Inc." making reference to the fact that Athena provides services to the medical group/provider where this patient received services. However, in that case, Athena would direct the patient to the medical groups or provider who could provide further information about what care or services provided. 
  
  

  For example, the patient appears to be seeking a refund related to services that were provided by a medical provider. If the patient is entitled to a refund or has a concern about the care/services they received, this should be directed to the medical group or healthcare provider, not Athena (a vendor).Please do not hesitate to contact me if you have any further questions. Thank you, 
   
  ***********************
  Corporate Counsel  
  [email protected]

  Customer Answer

  Date: 08/27/2022

  Am I required to retain an attorney in order to sort this matter out further and to remedy the concerns, problems, issues caused by the following organisation who inflicted harm upon me?

  https://www.athenacare.health/

   

  Thank You

   

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that 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:08/04/2022

  Type:Service or Repair 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.

  I received a **** from my health care provider on 6/15/22. One of the payment options was to pay online with athenahealth. I chose that option on 6/22/22 athenahealth deducted the payment and an additional $3.99 and it came out of my checking account on 6/24/22. Since then, I've received two bills from the doctor's ******* As of today, (8/4) they have yet to receive payment. When I've tried to call Athenahealth all of their numbers direct me to information about ******** and ******** supplements. I tried to use their online question with a live person after a couple discussion I was told they would get a specialist on the line. Then I was directed to a page that wanted me to enter a credit card number and pay $1 dollar to talk. The fine print said I was signing up for a service for help for $45 a month i could cancel at any time. I stopped that and called back again this time i was told i had to settle the dispute with my doctor who said they take months to pay I can't understand why my money came out on the 24 of June. and can't make it to the doctor. I'm not sure which of the addresses listed is the office i dealt with.

  Business Response

  Date: 08/11/2022

  Hi BBB, 
   
  athenahealth, Inc. (Athena), www.athenahealth.com, provides cloud-based practice management, electronic health record, and care coordination services to medical practices. We are neither a medical provider, insurance company, or custodian of medical  or insurance records.  We do not engage directly with consumers (patients), but instead sell our services and products to medical groups and providers who use our tools to see patients (business-to-business, B2B).

  Based on the details provided, this patient likely received healthcare services from a healthcare provider that uses Athena's services. Athena does not provide healthcare services direct to patients. Often the medical group or physicians website, patient portal or billing summary can contain statements such as "Powered by athenahealth, Inc." making reference to the fact that Athena provides services to the medical group/provider where this patient received healthcare services. Generally, we recommend that patients contact their healthcare provider directly for questions about care or services provided.

  Statements sent to patients for medical services will provide a specific *** for where patients can pay for healthcare services provided by our clients online (https://payment.patient.athenahealth.com). Further, Athena recommends that patients always reach out to their healthcare provider/practice to confirm the appropriate payment mechanisms and the *** for online payments. We've been made aware of some imposter sites, typically found by using a web search engine (rather than typing in the specific *** listed on the statement or using the redirect link from a medical practice's website), where individuals are attempting to defraud patients into paying money through the site. As a result, we suggest patients confirm *** spelling, not use a web search engine to look for the specific practice/healthcare provider's online payment portal and confirm first-hand with the medical practice the appropriate or preferred payment mechanisms.

  Please do not hesitate to contact me if you have any further questions. Thank you, 

   
  ***********************
  Corporate Counsel  
  [email protected]
  

  
  

  Customer Answer

  Date: 08/12/2022

  [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 have reviewed the response submitted by the business and have determined that 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:08/02/2022

  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 been continuously been given the runaround about not having access to my medical information through my patient portal. I have tried explaining this to the doctor's ****** where I currently am, they only had me reset my password and told me they put in a technical support ticket. I was told I would be contacted , and have yet to receive any contact in regards to this. I have called athena health myself several times until I was informed that there is no patient technical support. I am a medical professional and know that it is against the law to withhold a patient's medical information. I need to access my personal medical information.

  Business Response

  Date: 08/11/2022

  Hi BBB, 
   
  athenahealth, Inc. (Athena), https://www.athenahealth.com/, provides cloud-based practice management, electronic health record, and care coordination services to medical practices. We are neither a medical provider, insurance company, or custodian of medical or insurance records.  We do not engage directly with consumers (patients), but instead sell our services and products to medical groups and providers who use our tools to see patients (business-to-business). Based on the details provided in the complaint, this patient likely received healthcare services from a provider that uses Athena's services. Athena does not provide healthcare services to patients. Often the medical group or physicians website, patient portal or billing summary can contain statements such as "Powered by athenahealth, Inc." making reference to the fact that Athena provides services to the medical group/provider where this patient received services. However, in that case, Athena would direct the patient to the medical groups or provider who could provide further information about what care or services provided -- including giving the patient permission to view her medical information in the practice's patient portal. If the medical group or physician is having specific issues permitting the patient to access their medical information via the patient portal, Athena has a dedicated customer support line available 24/7 and each practice has a dedicated Customer Success Manager (CSM), akin to an account manager, who can help troubleshoot any issues or engage internal subject matter experts. Both the Athena customer support line and self-help articles are available natively in the athenaOne service under the "Support" tab at the top. 
  

  Thank you, 
   
  ***********************

  
  Corporate Counsel  
  [email protected]

• Initial Complaint

  Date:07/28/2022

  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 am concerned that my health information may have been breached. I have been getting emails, text messages and phone calls for an appointment on 8/3 with a *******************************************, MD. When googling this doctor, I found he was a neurosurgeon. I have no medical relationship with any neurosurgeons so I called the number at the bottom of my email (athenahealth number). They had my personal information but said there was 'no such doctor' even in their system. I responded with "I am concerned this is fraud because I have no relationship with this doctor or with athenahealth so how do you have my personal information?" The phone rep said something to the effect of "it was probably just a referral or something but I will cancel the appointment." I have no medical problems so none of my providers would be referring me for anything related to neurosurgery. I asked if I showed any prior medical history with this provider and the phone rep said 'no.' I again asked then how they have my private information. She could not explain. I need AthenaHealth to follow the trail of the so-called 'referral' to find out who gave them my private information so that I can address this and confirm that I have not been victim to identity fraud.