ComplaintsforZocdoc

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Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
ZocDoc is a company aimed at connecting patients with providers. Their business profits are based on charging the provider for initial appointments booked by interested patients. However, I believe the company knowingly, or at the very least, does not care about, the amount of fake appointments being scheduled, and based on other complaints, it appears I am not the only provider with this issue. Last month I had 7 bookings charging me $490, only one of those seven were an actual person. The overwhelming majority seem to be fake clients or bots that do not respond to initial emails from ZocDoc requesting their demographic and insurance information, but are allowed to book with providers. These fake clients or bots do not respond to any attempts at contact from the provider and no show appointments resulting in charges to providers who have no way of cancelling on our end to unresponsive fake clients or bots ahead of the appointment. This business model seems predatory and is either insidiously creating fake accounts for its own profits, or willfully benefiting from the existence of these fake clients/bots by not doing anything to prevent financial burden on providers such as allowing providers to cancel ahead of the appointment to "clients" who are unresponsive to all attempts at communication.
Business response
07/09/2024
Hello ***
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 24 hours, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team Zocdoc
Customer response
07/10/2024
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:

I have not received any communication from ZocDoc and no attempts at resolving the issue specifically, only a benign response not addressing anything I reported.

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

Sincerely,

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

Business response
07/11/2024
Hi there,
After receiving your initial query, a member of our Service Team reached out to the contact email that we have on file to provide additional information regarding your concern. This outlined how to report users internal, which creates a report for our Trust & Safety team. We also discussed our verification process when joining the Zocdoc platform.
Since your own policies outline that "complaints must allege a deficiency in the company's marketplace performance with regard to the services or products at the business provided or allegedly agreed to provide." and we've already provided sufficient evidence as to why the deficiency they continue to allege does not exist, we would like to request that the case be closed. However, if you'd like to discuss this further, please do not hesitate to reach out to a member of our Service Team, as they are the best point of contact for questions or concerns.
Thank you,
Zocdoc
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
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.
We are a medical practice and decided to use ZocDoc for patients to find our practice. ZocDoc was very aggressive in their outreach efforts and failed to explain clearly how their collect fees. They mentioned to me that we do not pay a fee unless we confirm an appointment but they were collecting fees based on people requesting an appointment. Furthermore, they failed to explain features such as lead time and they don't make these features available for self-service, so you have to contact their team to get this fixed. We got appointments booked same day even after I told them I needed the lead time feature corrected. We are a small medical practice and ZocDoc charged us for several appointments that never happened, that we never accepted, and that were booked same day when we made it clear we cannot take on same day appointments. They were misleading, aggressive and unwilling to help. Furthermore, its very complicated to use their platform. I told them twice I dont want to receive any more appointments from ZocDoc and they fail to make the changes for our providers to not receive any appointments.
Business response
07/08/2024
Dear ********,
At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with the office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you. However, we want to ensure that you have as much information as possible to make Zocdoc work for you.
If anyone would like to speak with a member of the Zocdoc team more in depth, he/she can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
Best,
Team Zocdoc
Customer response
07/11/2024
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, while ZocDoc has shared their terms of service, their sales reps and customer service representatives were misleading in their communications with me about how their business works. They made it clear to me that a clinic has to accept the patient in order to be charged. Furthermore, in at least one instance, after we let ZocDoc know that we are not fit to accept any patients who book an appointment same day, ZocDoc delayed in making the necessary changes to prevent this from happening. These are changes that only ZocDoc can name on their end. Because of that, we had at least one instance where a patient booked 'same-day' after we let ZocDoc know we cannot accept those requests, and they still charged us for it.
I believe ZocDoc misrepresents their billing practices and then use that confusion to point to their terms and unfairly collect revenue from small business owners like myself. Furthermore, ZocDoc acted slowly in making changes to the settings for our clinic which resulted in unnecessary charges.

Sincerely,

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

Business response
07/16/2024
Hi there ********,
Thank you for letting us know. Weve attached the section of the User Agreement that was signed by you on 12/19/2023, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund.
Please feel free to give us a call at ************** if there are any additional questions or if you would like help with managing your account.

Best,
Team Zocdoc
Initial Complaint
07/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
An appointment was booked on 06/28/2024 on my ZocDoc account by a fake patient using a public figure's name who used a fake phone number that doesn't ring. I had toggled off the option for out-of-network patients to book. This "patient" circumnavigated by selecting that they were in network with one insurance, yet uploaded a card that showed as "out-of-network" on ZocDoc and when I ran their benefits check. Additionally, the "patient" used a public figure's name which did not match the insurance information or the email address they used. I reported the patient and requested a refund yet ZocDoc is insisting on billing me the 70 dollars anyways even though I was promised that in a situation when a patient is unreachable or an appointment appears fake, that it would be refunded. This matter will not be resolved until it is confirmed that I am refunded. Otherwise, I will report to consumer affairs.
Business response
07/03/2024
Dear ****,
At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with the office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
If you would like to speak with a member of the Zocdoc team more in depth, you can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
Best,
Team Zocdoc
Customer response
07/08/2024
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:

[patient was unreachable and used a fake phone number and a public figure's name. I was informed via phone that in that case, the fee would be refunded. Zocdoc has wiped their hands clean and made no efforts to correct the problem and they are being unethical in taking the booking fee for an appointment that was unable to be held.]

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

Sincerely,

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

Business response
07/08/2024
Dear ****,

Thank you for letting us know. Upon your initial report, we escalated to our internal team who had reviewed all of the information you provided and aligned a refund would not be issued.

Additionally, weve attached the section of the User Agreement that was signed by you on 10/27/23, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund.

Please feel free to give us a call at ***** ******** if there are any additional questions.

Best,
Team Zocdoc
Initial Complaint
07/02/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I believe I am being sent fake clients who book for a session and NEVER respond to the numerous outreach efforts, the most recent one has been two weeks in the making. I do not believe these prospective clients even exist. I am then billed $70 booking fee, this has now happened twice. This is an unacceptable practice for sessions that have not been confirmed by me for clients who do no seem to exist.
Business response
07/02/2024
Hello *****,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team Zocdoc
Customer response
07/03/2024
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
06/27/2024
Complaint Type:
Product Issues
Status:
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.
Zoc Doc charged my account for a patient that can't legally see. The patient lives in a state that I am not licensed in. I told *** Doc that I should be charged a booking fee since I can't legally see the patient. The patient also lives 4 hours away!
Business response
06/27/2024
Hello *****,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 24 hours, please verify your most current contact information by emailing ********************************** or calling **************. We look forward to connecting soon.
Best,
Team Zocdoc
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
I booked an appointment through the zocdoc app. I specifically selected a doctor that was in network (MHN). I got a confirmation email from zocdoc saying that the doctor was in network (MHN) and that the total cost would be $20. Then, I got an email saying I had to log into circle medical to have the appointment. I did this and then after the appointment, I got an invoice for $150 from circle medical. I did not give circle medical my credit card details and only gave these details to zocdoc. I contested the fee and zocdoc have asked me to provide so much information that they already have. Circle medical told me that the doctor was not in network so I had to pay the full amount. I have reported this to my credit card holder as this is fraud.
Business response
06/24/2024
Hello *******,

At Zocdoc, we always strive to provide our patients and doctors with a great experience, and were sorry to hear that you havent gotten the response youre looking for. Our Trust and Safety team has been notified of your concerns and the experience youve encountered up to this point and they have requested that you respond to their recent email as they are currently taking action to try and resolve your issue.
Best,
Team Zocdoc
Customer response
06/24/2024
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:

No action has been taken and no refund has been made.

Sincerely,
******* *******

Business response
06/27/2024
Hi there,
We are sorry to hear about your poor experience. Since receiving your complaint, this has been escalated to our Trust and Safety team for review. Please forward any additional responses or screenshots to the email sent by our internal team on June 24th around 11:50 AM EST. They will be the best point of contact to resolve the issue. We look forward to hearing from you!
Zocdoc Service Team
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ive changed employers and have been trying to get my profile removed as it is confusing for patients as I work in a different location and its confusing for patients because the incorrect information is coming up in a ****** search. *** tried repeatedly reaching out to ZocDoc to no avail.
Business response
06/14/2024
Hello,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 24 hours, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team Zocdoc
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
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.
WE HAVE BEEN A PROVIDER CLIENT OF ZOCDOC FOR YEARS. THEY ARE EXTREMELY INCOMPETENT, YET RAISE FEES! THE DECIETFUL SHADY BUSINESS PRACTICES ARE CONCERNING. USED TO CHARGE A FLAT FEE THEN GOT GREEDY. CHARGE $35 EACH NEW PATIENT WHICH IS HALF THE PROFIT SOMETIMES. FOR A $10 DOMAIN A WEBSITE DOING ZERO WORK? WE ARE TREATING THEM. THEN THE AUDACITY TO CHARGE YOU FOR NO SHOWS AND CANCELATIONS ITS A FORTUNE LOST! PROVIDERS PAY IF SOMEONE BOOKS THEN CANCELS A DAY OR 2 LATER LIKE WE HAVE CONTROL OVER THAT! YOU CANNOT REACH OUT TO SOMEONE TO COME IN IF THEY ARENT YOUR PATIENT. THEY ARE ONLY A PATIENT ONCE THEY ARE SEEN OTHERWISE ITS HARASSMENT ZOCDOC USED THE EXCUSE THAT THEY CHARGE FOR THE BOOKING NOW THEY SAY THEY ARENT CHARGING FOR BOOKING THEY ARE A MARKETING COMPANY BECAUSE THEY KNOW ITS NOT ALLOWED YET THEY CANT EVEN MARKET THEIR ACCOUNTS CORRECTLY. 8 MONTHS THEY CANT LIST ACCEPTED INSURANCE PLANS CORRECTLY, PATIENTS SEE US OUT OF NETWORK, WE LOSE BOOKINGS. WE CONSTANTLY REACH OUT CHECK THOUSANDS OF PLANS. GETS FIXED IN 3-5 DAYS THEN DAYS LATER REVERTS TO OUT OF NETWORK. THEY CHANGED THEIR SETTINGS 9/2023 AND WE CANT EVEN ADJUST IT CUZ IT WONT SAVE. EITHER THEYRE SO INCOMPETENT OR THEYRE PURPOSELY DOING THIS. PERHAPS THEY WANT TO SHOW SMALLER ACCOUNTS OUT OF NETWORK SO THE LARGER ACCOUNTS GET ALL THE BOOKINGS IS MY BEST GUESS. THE WORST PART IS AFTER ALL THE LOST PATIENTS, BOOKING, STAFF TIME, AGGRAVATION THEY WONT DISCOUNT THEY ACTUALLY HAD THE AUDACITY TO RAISE THEIR FEES AGAIN TO $37.50, AFTER 8 MONTHS WE GET OUR PROFILE CORRECTED, STAFF ONLY SAYS THEY WILL SEND A MESSAGE FOR ESCALATION! OUR ACCOUNT MANAGER DOESNT CALL BACK, WE NEED A RESOLUTION. EVERY ERROR WHICH IS EVERY COUPLE DAYS THEY SEND A GENERIC MESSAGE SAYING THEY ARE WORKING ON IT 2-3DAYS YET NOTHING EVER IS REALLY FIXED. C*** SERVICE W/ OUTSOURCED STAFF BUT CHARGE MORE.WHAT ARE WE GETTING WITH THE INCREASE? THEY DONT CARE ABOUT CUSTOMER SERVICE AND SATISFACTION WHILE CHARGING THOUSANDS MONTHLY.
Business response
05/28/2024
Hello ******,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team will be reaching out to the email address and phone number listed on your BBB account within 1 business day, to see how we can resolve this issue. If you do not receive an email or phone call within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team Zocdoc
Initial Complaint
05/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
I keep asking Zocdoc to remove my professional profile for over a month, but they refuse. Patients are being improperly routed as a result.
Business response
05/23/2024
Hello ***************************,

At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address listed on your BBB account, to resolve this issue. If you do not receive an email within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.

Best,

Team Zocdoc
Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ive have been requesting Zocdoc to remove my profile of myself and business from their platform for over three weeks. I received emails from them that they are working on it however, patient that my want my services are being rerouted to their platform which can be considered false advertising of myself and private practice. I no longer want to sit on their platform for my patients are able to find me their my other resources used. Please, assist in having myself and private practice removed from their platform entirely.Thank you
Business response
04/25/2024
Hello *****************************,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 2 business days, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team Zocdoc

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