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:10/07/2024

  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.

  I am submitting this complaint as the business manager of **********************, a medical clinic that has been utilizing Phreesia's patient intake workflow services for nearly two years. Due to operational and financial challenges, we are transitioning to a new Electronic Health Record (EHR) system. Unfortunately, Phreesia's platform does not support our new EHR, as their product relies on seamless EHR integration for functionality, including appointment reminders and digital check-ins.We have been in ongoing discussions with our Phreesia representative, meeting weekly to address the transition. Despite repeated requests for solutions, including potential API integrations, Phreesia has acknowledged that they cannot provide their services with our new EHR system. Despite this admission, Phreesia insists we pay a termination fee of $22,699.05. After expressing our concerns, they offered to reduce the fee by 50%, but this still seemed unjustified.Phreesia is enforcing this termination fee on the basis that we missed the auto-renewal deadline by a few days, which automatically extends our contract for another year. However, we have consistently communicated over the years that we do not agree to auto-renewals. Moreover, Phreesia had previously assured us, in writing, that we would be notified of any upcoming renewal deadlines. Despite this assurance and the fact that we have been discussing our pending EHR change for months, we were never notified.We proposed a 90-day notice period to resolve the situation amicably, but Phreesia has refused this offer. We believe Phreesia is in breach of contract by attempting to enforce payment for services they are unable to deliver. It is our position that if we are required to pay for services, those services should be available to us.

  Customer Answer

  Date: 11/04/2024

  At this time, I have been contacted directly by Phreesia regarding complaint ID ********, however my complaint has NOT been resolved because:

  Company *** for phreesia has contacted me, but offers no resolution, or amicable communication regarding this open issue... 
  Rep has down played the reality of the ongoing correspondence and long time efforts to work collaboratively and amicably.. 
  Rep offers no justification for unwillingness to reach a fair resolution
  Rep has talked down to me in correspondence, and has used verbiage that feels demeaning and insulting 
  Rep has validates long term correspondence with every customer success *** we have had for the past 2+ years and even validates that we have made it clear over and over to not agreeing to contractural auto renewals; and even promises made in writing from thier team to us (thier client) that they would make sure we would not need to worry and contractural deadlines would me monitored and commuincated by them to **.. even though they admit this they are still unwilling to collaborate towards a amicable sollution. 

  in additon to these point - which should be enough.. the phreesia *** and team admit that they cannot even provide us with services going forward, becuase the electronic medical record platform we are transtioning to is not supported by them... but they still want us to pay for an addtional year of services. 

  in addition to this - the phreesia *** claims that we are bound to the use of a specific Electronic Medical Record system... although this is not in any terms, or agreement...  (note: it does mention that we would support thier onboard onto the *** system we were on when we started with phreesia two years ago... but no reference of continured tethering to that specific ***... we met this requirement two years ago)
  
  What they are trying to try inforce feels like theft.... it is very unethical and should not be allowed. 
   ____________ 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 02/25/2025

  At Phreesia, our mission is to make care easier for patients, providers and staff. We appreciate you bringing your concern to our attention and we apologize for your experience. After looking into it, our understanding is that you worked with our team and were able to successfully resolve the issue.  
  
  If that is not the case or if you have any additional questions, please dont hesitate to reach out.
  
  Best regards,
  The Team at Phreesia

• Initial Complaint

  Date:07/02/2024

  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.

  We had an appointment scheduled for today (7/1) with *************************** in **************, ****, for my son. Last Wednesday (6/26) , the online company that Primary ******************* contracts with to gather initial information as well as payment sent my wife a link asking her to begin the check in process. The name of the company is Phreesia. My wife went to the site which asked her to make a minimum payment of $106. My wife entered her debit card information, agreeing to pay the amount of $106. The site also asked if we wished to make payments on previous bills. She chose the option to not pay as we are currently on a payment plan with the billing department of *************************** and we cannot afford to pay that amount in one lump sum. That payment plan is with the billing department, not Phressia.That evening, Phreesia charged our debit card $1,117.34 and emailed a receipt to my wife. We did not authorize this amount. I called Phreesia customer care that night and the customer service agent said that he opened a case and their team would look into it. He told me that they would contact me the next day. Phreesia has never reached out to me. The agent also said that even though they would look into it, I needed to call the hospital and ask them to fix the problem on their end.Over the next two days I spoke with several departments at ***************************. To summarize, I was transferred back and forth several times with each department stating that I needed to get the refund but their department could not do it. They finally told me to contact my bank and dispute the charge, which I did. Today, Monday (7/1) I looked at my account and discovered that Phreesia charged my account an additional $213.20. They also sent a receipt to my wife. We did not authorize this payment. We were never notified of this payment.

  Business Response

  Date: 02/25/2025

  At Phreesia, we strive to make care easier every day. Thank you for bringing your concern to our attention.After looking into your feedback, our understanding is that our Support team instructed you to reach out to your healthcare provider directly with any billing issues,which it appears from your complaint that you did. That was the right step;Phreesia manages the payments process on behalf of our clients, but any billing issues should be taken up directly with your healthcare provider. Its also our understanding that our Support team reached out to you again for further information but did not hear back. Were hopeful that was because the issue was resolved directly with your provider.
  
  If that is not the case or if you have any additional questions, please dont hesitate to reach out.
  
  Best regards,
  The Team at Phreesia

• Initial Complaint

  Date:06/14/2024

  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.

  PHREESIA SERVED AS THE CREDIT CARD PROCESSOR FOR OUR ON LINE PATIENT PAYMENT SITE. PHREESIA IS OWNED BY CHANGE HEALTH AND WAS THE VICTIM OF A CYBER ATTACK ON FEB 21, 2024. PHREESIA PROCESSED CREDIT CARD PAYMENTS FOR OUR PATIENTS ON 2/21/24 AND 2/22/24, AND HAVE NOT PROVIDED US WITH THE DETAIL ON WHO THESE PAYMENTS WERE FROM. THEY HAVE REPEATEDLY TOLD ME WE NEED TO GET THAT FROM OUR SOFTWARE VENDOR (VERADIGM), BUT VERADIGM DOES NOT HAVE THAT DETAIL. AS THE PROCESSOR OF THE PAYMENT (OUR MERCHANT SERVICES PARTNER) PHREESIA SHOULD BE RESPONSIBLE FOR CONFIRMING THE PATIENTS FOR WHICH THEY HAVE PROCESSED PAYMENTS (AS THEY ALWAYS HAVE). YET, THEY ARE CONTENDING THAT THEY DO NOT HAVE THIS INFO. WE HAVE CONFIRMED WITH THE **** THAT THESE PAYMENTS WERE PROCESSED AND DEPOSITED, BUT WE HAVE NOT BEEN ABLE TO APPROPRIATELY APPLY THEM TO THE PATIENT ACCOUNTS.

  Business Response

  Date: 02/25/2025

  At Phreesia, we strive to make care easier for patients, providers and staff. Thank you for bringing your concern to our attention. Just to clarify, Phreesia is not owned by Change Healthcare, and no Phreesia data was impacted by the cyberattack on Change Healthcare in February 2024.
  
  After looking into our records,our understanding is that our Support team instructed you to reach out to Veradigm for those transaction details because PayMyDoctor is a Veradigm product and Phreesia is the back-end processor. You confirmed that you had a support ticket submitted to Veradigm. Were hopeful that you were able to resolve the issue directly with Veradigm.
  
  If that is not the case or if you have any additional questions, please dont hesitate to reach out.
  
  Best regards,
  The Team at Phreesia

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Phreesia processed patient credit card payments and did not / cannot / will not provide any identification of the patients for whom the credit card payments were processed.  We did contact Veradgim (multiple times) on the matter, and they directed us to Phressia each and every time.  While these two companies (Phressia and Veradigm) engage in finger pointing, the patients are done a disservice - credit cards processed, but not properly reported to the medical practice, and therefore not appropriately recorded on their patient accounts.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ****** ***
  
  
  
  
   
  

  Business Response

  Date: 03/14/2025

  
  Thank you for bringing your concern to our attention. We're sorry to hear you haven't been able to successfully resolve the issue directly with Veradigm. As we shared before, ******** should have those transaction details because *********** is a Veradigm product and Phreesia is the back-end processor. To help you get what you need, we have reached out directly to ******** to ask that they provide requested information at their earliest convenience. We will provide an update as soon as we have one. 
  
  If you have any additional questions, please dont hesitate to reach out.  
  
  Best regards, 
  The Team at Phreesia 
  
  
  

• Initial Complaint

  Date:05/08/2024

  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.

  ************* PLLC was in the process of contracting this company for EHR.Unfortunately, we had unforeseen circumstances including manager and IT department quit their job and did not have the resources to continue with the initial phase of the project. We communicated many times prior to starting the actual discovery process and they are not understanding. They are charging my company almost 3000 dollars when no service was provided. They were not only pushing us to sing a contract manipulating the sale, with "discounts" if you sign before end of the year, and emailing me and calling me. Once, we had an agreement they not only did not start the process but did not respect the original agreement of 4 months free prior to first bill. I notified them before starting the first phase that we could not continue and they still want to charge me the full amount for 4 months of no service rendered.

  Business Response

  Date: 02/25/2025

  At Phreesia, our mission is to make care easier every day. Thank you for bringing this concern to our attention. After looking into our records, our understanding is that your issue was resolved by our team. If you have any additional questions, please dont hesitate to reach out.
  
  Best regards,
  The Team at Phreesia

• Initial Complaint

  Date:06/22/2023

  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.

  1) we have to date received no services from Phreesia, the signed contract is void - hence there is no outstanding invoice 2) we never finished phase 1 - since representative ************ disappeared for 6 months - he left his job without informing us or anyone 3) phase 2 could never be implemented, despite repeated emails- but the process was stalled - merchant agreement was never completed and agreed - and a late contact was made in march after 6 months were wasted as there was no representative for a significant period of time 4) phreesia charged our bank wrongly of $936.30 dollars, which we have challenged and was without our permission, along with an outstanding amount due of $773.92

  Business Response

  Date: 02/25/2025

  At Phreesia, our mission is to make care easier every day. Thank you for bringing this concern to our attention. After looking into our records, our understanding is that you worked with our team and were able to successfully resolve the issue.  

  If that is not the case or if you have any additional questions, please dont hesitate to reach out.

  Best regards,
  The Team at Phreesia