Complaints

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:12/06/2022

  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.

  We have utilized eclinical works for nearly ten years. Most recently eclinical has implemented a autocharge program for patient billing. Eclinical works will not and states they can not provide a list of the clients whom WILL be AUTO charged ...furthermore they can not provide me with a list of individuals whom I hold cc on file for. They have advised there are reports to show charges that have happened in the past BUT this report is NOT available without an upgrade BUT our contact advises us to NOT upgrade due to "bugs" and "errors" in this platform.....They have advised I can PAY a custom price in order to have access to a simple report that shows all the clients we have a credit card number for on file.

  Business Response

  Date: 12/30/2022

  Our internal team recently spoke with the client via phone call. They assured her that we will work with right stake holders and assist her with required reports. She agreed with plan of action to build the report per her request.

• Initial Complaint

  Date:11/03/2022

  Type:Order 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.

  The portal used for communication and medication management has been incapable of sending refill requests or messages to providers for over a week with zero communication. I understand it may be on the practice to inform its clients about the lack of functionality of eclinicalworks portal, but this company has an obligation to provide a working site and for over a week it they have been negligent in fixing issues. It seems like this company has abandoned their support for the health center they are providing the portal to, as the center is migrating to another website in the coming months. This is mentioned on the homepage of the portal for ************************************. For over a week, messages sent to my provider as well as medication refill requests have been marked "sent" but have not gone thru. All messages are still listed as "pending".

  Business Response

  Date: 11/21/2022

  We have been notified the client is terminating their contract.

• Initial Complaint

  Date:10/27/2022

  Type:Order 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.

  In November of 2020, *** initiated a contract with our Practice to integrate HybridChart into the system in order to streamline medical claims production and submittal. The integration allowed for data to be transferred, claims to be generated and a record of both to be produced without the physical aide of human input. At the time of the agreement, *** assured our practice that they had the capabilities to integrate the HybridChart program and even stated that they had other customers that were utilizing the program through their EHR as well. As a result we decided to proceed with this integration project and paid an integration fee of $10,000 up front. From the start, nothing was what *** claimed it would be. The integration was not happening. We had email chains and phone calls with representatives from *** starting in November of 2020 to find out why the program would not integrate. Continuously we received run around talk of how they were working on the problem or going so far as to tell us that it was in-fact working, even though it wasn't. The problem continued through 2021 when we finally had to get HybridChart involved with the *** technical team to try to get this integration figured out. This whole time, our practice has been having to manually input all data and claims information, contrary to what the project was intended to avoid. *********** informed us that many of their other clients were having the same trouble with *** and the integration. The continuous back and forth with *** has continued into 2022 with *** making more empty promises to have the program working. In September 2022, our practice finally said enough is enough and asked to be refunded our integration fee since the program did not work. They said no and claim it partially works because they show processed claims data. This data is from our manual input not from ***'s integration. *** falsified its integration capabilities and is holding onto money that is hasn't been earned.

  Business Response

  Date: 11/21/2022

  We have worked with the practice and we have reached a mutual agreement. We are working internally on processing said agreement.

  Customer Answer

  Date: 11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************** Pa

• Initial Complaint

  Date:10/25/2022

  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 requested to activate a service on July 10th, 2022. My contract stated we would have 4 hours of training and then the service would be implemented. I have an email from the sales department stating that we would not be billed until our "Go Live" date, a term this company uses meaning the day we're done training and we can begin using it. We never completed training because the trainer kept changing the date, even didn't show up once. I decided to cancel the service and training was not ever completed. Since I have received an email requesting I sign it to cancel it August 30th, 2022. I have disputed this stating I never had the service active. They have still not cancelled the service and continue to bill me for it. I have sent the email to several staff members, talked to/emailed with several staff members about this service but have yet to get a response when it comes down to it. The response is always "let me get with my team" or "I'll get back to you ASAP", yet no one ever does. They keep threatening to suspend my program which is required for the day to day operations of my company, so I have now had to pay 2 months worth of billing for this *** products, which is an add on service. If I don't, I wont have the main program. Yet, no one ever gets back to me or discusses the *** product except to tell me they'll get back to me. I CAN NOT USE THE SERVICE, WE WEREN'T TRAINED ON IT!! Even if I wanted to use it, we don't know how!! They're trying to charge me for services not provided and continue to ignore me so they can continue to bill me.

  Business Response

  Date: 11/10/2022

  The client did not activate the *** module through ODA on July 10th, 2022, and their KOC was done on July 27th to schedule their training based on their availability. The point of contact at the practice requested to reschedule the trainings due to family emergencies. After follow-ups from project manager over implementation, we were unable to implement and conduct their training.
  
  The client raised a ticket to cancel the *** module on August 29th and we had them sign the addendum and cancelled the services processing their training refund and *** charges for 3.75 months on October 28th, 2022. The credit memo was shared with the client on the same day by collector.
  
  We spoke with the client on the same day and gave her bifurcation of these charges and the credits that were applied on the account after which she understood the same and acknowledged.

  Since their payment was due for the month of August, the license expiration countdown started to appear at the time of their login and was set to expire on November 3rd. Collector extended the license until November 16th, 2022; however, the system did not update and we had the license team re-upload it. Client confirmed that she was able to access eCW without any issues.

• Initial Complaint

  Date:09/07/2022

  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.

  In November 2021 I did a demo with eClinical Works (eCW) for an "all included" Electronic Health Record. I signed a contract and implemented the program 01/03/22. On 11/24/21 I got an email from ************************ about a request for program called Healow Aware being implemented. I did not request this, it was "all included" with the new customer program eCW was offering. In the email it listed what was required and what was included, nowhere did it mention any additional fees. It did list that marketing material would be shipped to me. On 12/30/21 a "demo call" was scheduled and he went over Healow Aware and the Patient Portal. The same day I filled out an excel sheet per his request. I was just wanting the website portion that was being offered. I am a telehealth based medical clinic and did not need any physical flyers. I don't have any use for them. I see my patients over an online based platform, not face-to-face. Everything was presented as one offering encompassed product. Per the emails you can see that I was only inquiring about the website. On 2/25 I got an email from ******************* that he would be handling my digital materials (Healow Aware) and the process hadn't even began and requesting I schedule another call to discuss it. I was confused and asked why it hadn't even been started, as I submitted everything requested by me 12/30/21. He called it an "introduction call". Finally, it was completed and I had my website, the only product I wanted, and on June 29th, 2022 I received an unexpected bill for $110.12 for shipping fees for Healow Aware. I disputed these fees and was told I was responsible for them as it was in my contract I signed, in the fine print, not under the Healow Aware product but with an astrick (*) and fine print at the bottom of the contract, a vague statement about shipping fees. It was not told to me on the call though if I wanted to avoid fees I could decline the shipped products and just do the website.

  Business Response

  Date: 09/20/2022

  We apologize for the inconvenience caused to you. Upon internal review, we see that the nominal charges for shipping the print materials was communicated to the practice, but we understand that this could have been missed with other priorities of running a new practice.  We will work with the practice on a resolution.

  Customer Answer

  Date: 09/20/2022

   
  Better Business Bureau:

  The amount was not communicated to me as they stated, but refund as been issued.
  
  In reference to complaint ID ********, this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/25/2022

  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 signed up for eclinical works in 2020. I closed the *** in March 2022. I attempted to cancel in March, May, June, July (through calls, emails, and the portal), and in August 2022 i was told they needed a hand written letter. I provided this mean while I continued to be billed for a product i was not using. The company has not seen patients since january 2022. There is no money remaining and i received a bill for > ***** dollars. The project manager working on my closing failed to privode me with adequate instructions on obtaining my patient data (or useful links). I received a notice there was only 15 days to download the data while i was out of town for 9 days. I was unable to migrate this data and expressed to the company that a project manager for closign should provide an adequate time line to obtain the information. I was unable to migrate the data and no longer have access to store these records. I attempted to email and then call on the invoice in the past week without return calls. I have received calls for patient safety notifications which i answer thinking it will be someone to discuss any of this. Today i attempted again as i have been charged a $25 insufficient funds for the closed account for > ***** withdrawl. No return calls. I have emailed again this day to attempt to resolve this issue. I do not have a contract stating they can charge the *** ***** dollars for canceling. I did not sign it on termination of services either.

  Business Response

  Date: 09/07/2022

  We reached out to the client and spoke to her on the phone. We discussed the issues she has raised. For the patient data, we clarified the data options she had selected in her contract and we scheduled an engineer who will assist her in downloading that data. She was also unaware of the termination fee, but when we went over the contact again and she agreed to make payments on a payment plan that we will be sending over to her.

• Initial Complaint

  Date:05/27/2022

  Type:Billing 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.

  Our small practice has been using eClinicalWorks since 2020 and there has been non-stop headaches with this software. First, we were told we can migrate our digital fax line into ecw, I called my current fax provider and got the authorization to port the line over but ecw said that since my line is 'rural' cannot be able to port over. I have to use two fax lines; one to fax referrals and medication and another to get patient records. Second, ANYTIME there is a software update there is at least 2-3 weeks of submitting tickets and having technical support to fix various bugs. eCW does not check the updates before pushing them out.... this cause our staff to submit each and every bug or issue to be resolved- one at a time! Our practice has lost revenue and time each time there is an update. Example of issues we have had in the past: cannot send medication via eprescribe, confirmation of medication status says no medications sent (have to call the pharmacy each time we send out the meds to confirm receipt), cannot reassign or modify telephone encounters, not able to save or edit custom rx, labs missing for weeks and/or the lab connectivity was lost, security settings randomly resetting or changing, provider cannot access charts, missing icons or paths, missing or incorrect data in patient charts, and the list goes on- our practice has submitted over 150 tickets since 2020. Since eCW does not check the update before release, it is left up to the customer to report the bugs and have them fixed... meaning for the practice to have staff and provider take hours out of their time to work with tech support and replicate the issue so they can fix it. No updates we have had had gone smoothly.The last straw was this last update at the end of April 2022, the bug to fix eprescribe could not be fixed for a week and the missing labs wasn't fixed for 2 weeks. We have to call and have the labs fax for each patient. Tried to cancel but they still try to charge the termination fees

  Business Response

  Date: 06/10/2022

  We have reviewed the feedback from the customer and have worked with them to address the scenarios reported in the past. We are actively working with the customer to resolve any additional concerns.

  Customer Answer

  Date: 06/13/2022

   
  Complaint: 17312850
  
  I am rejecting this response because: response from account manager is that the issues/bugs/problems were addressed in a timely manner. The issue at hand is that each and every update we have received impacted revenue, hours and weeks spent with vendor IT and support, and biggest of all: Patient Safety.

  When our clinic is unable to properly send prescriptions to pharmacies, the patients health and safety are jeopardized.

  When our clinic cannot process encounters, there is a loss of communication to staff and outside health specialties. Patients health and safety are jeopardized.

  When our provider cannot access features within the software due to updates changing security settings, Patients health and safety are jeopardized.

  Eclinicalworks FAILED in providing a safe and efficient software. These problems have been raised since last year but have not been answered or resolved and continue to happen even though our clinic have had to 'clean up' and address each and every bug with submitting a 'case'. That is your only resolution is to submit cases.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/20/2022

  
  eClinicalWorks provided the practice with a proposal for the termination fees, which the practice denied. Our team is currently reviewing this case further and we will update the customer accordingly.