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:06/06/2025

  Type:Billing 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 late February, I had an incident while using ZocDoc to find a dentist after moving to a new area. I entered my insurance information into ZocDoc and booked an appointment. However, the dentists office called me afterward to explain that, despite what ZocDoc indicated, they accepted my insurance provider but not my specific plan. They politely asked me to cancel and find another dentist.I did so and, despite being frustrated and in urgent need of care, booked with another provideronly to have the same issue occur. This happened a total of approximately five times before I ultimately gave up.About a month later, I attempted to book an appointment with my psychiatrist for a medication refill, only to discover that my ZocDoc account had been locked. I was shocked to learn that I had been banned for repeated cancellations, without any opportunity to explain the situation. There were no reports or complaints filed by any of the dentists involved.When I contacted ZocDoc support, I was informed that the ban was applied automatically, and the decision to permanently ban my account had been made internally without any notification or outreach to **** tried to explain what had happened, but I was told the decision was final and that my account could not be reinstated. Support simply advised me to call my doctor directlydespite the fact that my doctor currently does not accept phone ******** a result of this situation, I have been left unmedicated for several months. ZocDocs support continues to claim they are powerless to change the outcome.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  ZocDoc reached out and reinstated my account after continued complaints to their internal departments.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  To Whom It May Concern,I am writing to formally lodge a complaint against Zocdoc for what I believe to be misleading, unethical, and exploitative billing practices.I initially signed up for Zocdoc as a platform to help with patient marketing and appointment bookings. However, I was shocked to discover that I was being charged thousands of dollars per month, even in instances where patients no-showed or did not complete appointments. This was never clearly disclosed to me during the onboarding process.Upon noticing these discrepancies, I immediately contacted Zocdoc to dispute the charges. I met virtually with a representative named ******, who assured me that my account would be changed to allow only free bookings and that paid booking features would be disabled entirely.Despite these assurances, I continued to be billed. I made multiple attempts to follow up with Zocdocs customer service to get this resolved. During one such call, I was told that there were multiple accounts under my namesomething I was never aware of, nor authorized. This explanation made no sense and only added to the confusion and frustration.About two weeks ago, I called again and spoke with *******, who acknowledged my concerns and stated he would follow up with IT to verify whether I had successfully turned off the paid booking option on my account. I have yet to receive a response or resolution.I feel deeply disappointed and taken advantage of. Zocdocs platform is misleading, and the customer service has been unhelpful and evasive at best. Their practices lack transparency, and their billing model appears predatory. I am requesting: A full refund of the improper charges. An official explanation regarding the alleged multiple accounts under my name. Immediate termination of any remaining paid features associated with my profile. Written confirmation that my account is now only accessible for free bookings, as initially agreed upon.

  

  Business Response

  Date: 06/11/2025

  Dear BBB,
  
  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 ***** ***** 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.
  
  Weve also attached the User Agreement that was signed by ***** ***** on 2/6/2025, which includes the relevant information showing that the practice consented to the user agreement and all features associated with the Zocdoc account.
  
  If they would like to speak with a member of the Zocdoc team more in depth, they 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

• Initial Complaint

  Date:06/01/2025

  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.

  On 2 separate occasions, booking with ZocDoc providers have gained access to my insurance information and have charged for sessions that never occurred. ZocDoc allows providers to obtain this information prior to booking and does not hold them accountable for actually following through with the appointment therefore ZocDoc is allowing as well as aiding and abetting rampant insurance fraud. ZocDoc should be aware a large class action lawsuit could be filed for this.

  

  Business Response

  Date: 06/03/2025

  Hello there,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience, and were sorry to hear that the patient was charged for a booking that was not realized. Providers have full control over their Zocdoc profiles and guarantee the accuracy of the insurances and availability that they list as in-network, so we expect the bookings to be realized on the date & time that the patient books. We would definitely like to follow up with this office to ensure that this doesn't happen again. please give us a call at ************ or email us at ********************************** if youd like to discuss this further.
  
  Best,
  Team Zocdoc
  

• Initial Complaint

  Date:05/30/2025

  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.

  ZocDoc does not disclose the cost of the appointments when you book through them. Upon having a Zoom meeting with a new doctor, he could bill you for $700 on an "intake" session, and offer a $400 copay after that. I am comfortable spending between $150 and $200 per session, but ZocDoc doesn't help with transparent costs. I need to find a new doctor, so I have booked up to 10 appointments with different doctors from ZocDoc. I need to waste my time and theirs before I find an affordable doctor. Why? Why can't there be a ballpark estimate when you confirm an appointment? One last thing, I gave one of my past doctors a bad review on ZocDoc because he perpetually forgot to send my medication refills to the pharmacy. ZocDoc removed the poor review. Why?

  

  Business Response

  Date: 06/03/2025

  Hello there,
  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. Zocdoc is simply the booking platform that many providers use to help patients schedule appointments. We do not have any additional information regarding copays, payments, or billing, as Zocdoc does not charge patients for booking online. These fees will have to be addressed with the office directly. Every review is approved by our Trust and Safety Team. Please note that if it contains profanity, personal information, pricing, accuracy of treatment and diagnosis, and promotional content, it will not be kept up. For more information around our review policy, feel free to click this link: ***************************************************************************************************************. For further assistance, please give our Service Team a call at *************. We look forward to connecting soon.
  
  
  Best,
  Team Zocdoc
  

• Initial Complaint

  Date:05/21/2025

  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've gotten 10+ referrals and only 1 is possibly committed to becoming a patient. Some scheduled for services we don't even provide (medication) or demanded we see them in timeslots we don't even offer at our practice. Other's no-showed or cancelled last minute but outside of the 24-hour window from when they initially booked. All of these result in zoc-doc charging my credit card for referrals that could never have amounted to anything. When I talked with the sales *** who set up my account, I said I would have an issue if this occurred and he agreed which I took to mean they would be helpful in resolving this. Zoc-doc would not help, they would not connect me with a supervisor. I feel like they are holding my credit card hostage and saying "so sorry, too bad." The patients have no liability - they can schedule ***** appointments and not show up, but zoc-doc will collect the money. Zoc-doc recommended screening out patients with ********************** because they might want medications or otherwise not be a good fit, which is probably not legal and certainly not ethical.

  

  Business Response

  Date: 05/22/2025

  Hi there,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. We are a marketing service where providers pay for new patients finding them on Zocdoc and booking with them. We have policies in place to limit the number of patient no-shows and cancellations. With that being said, no-shows and cancellations may still happen which is why these are factored into our booking fees.  Upon reviewing our records, we can see that a supervisor from the Zocdoc team has followed up personally with *** ******** ************ office on 5/20/25. They have let them know that based on our agreement, we **** provide a refund. As a supervisor has already connected with them regarding this matter, we want to now close the loop with you.
  
  If *** ********** would like to speak with a member of the Zocdoc team more in depth, they 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 Answer

  Date: 05/28/2025

  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:

  At my initial set up meeting, I discussed this concern with the ZocDoc *** stating that the ***utation online is divisive: half of the posts state that ZocDoc is a scam and took their money with poor referrals and the other half felt it was really helpful. I told the *** it would be a problem for which I would want a solution of I got a bunch of empty referrals. He said he understood that and did not state anything such as "suck it up, that's how it works here." I believe ZocDoc can be a good service and I am trying to find a way to use it, but I am getting charged for completely inappropriate referrals and I have no recourse - the patient has to cancel within 24-hours of scheduling. If I cancel because they want a service we don't even offer, I still get charged (someone came for meds and we are only therapists). We have been calling within 24-hours of scheduling to confirm they are a good fit, but still not getting good follow through - they confirm and then say "well actually I want a different therapist" who isn't available, or different timeslot that we don't offer, or say they are ok with out of pocket or out of network and then change their mind. Zocdoc makes it easy for patients to schedule even if they aren't a good fit and they take our money - this is irresponsible, and we need to have a way to indicate problematic referrals that results in reimbursement of the fee. Basically, their business model is that I have no control over my credit card once I sign up. 
  
  They said a supervisor called me - that was because they kept messing up my calendar integration so patients could schedule at random times when we weren't available and we were getting charged. I asked for a call about unfair charges more recently and they refused to connect me with a supervisor. I got an email from a supervisor saying they wouldn't help, which is when I contacted BBB. 

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

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

  

  Business Response

  Date: 06/03/2025

  Hello BBB,

  
  Thank you for letting us know. The doctor's office completed a User Agreement in their onboarding experiences that was signed by *** ******** ********** on 5/5/2025, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund. We are asking to close the compliant loop at this time.
  
  Please feel free to give us a call at ***** ******** if there are any additional questions.

  Customer Answer

  Date: 06/11/2025

  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:

  [Your Answer Here]

   These are completely inappropraite referrals with no contingency on my end. Also zocdoc **** are giving me bad or inconsistent advice that cause me to be charged. One rep said that if a patient schedules a same day appointment, I could still mark it that the patient cancelled as long as it is within 24-hours of booking if they don't show up. The patient no-showed, and the opportunity to mark it as patient cancelled was not available. Of course the patient cancelled! They didn't even show up! But I am getting charged!!!

   

   

   

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

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

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service 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.

  Zocdoc locked my account for no reason the doctors ask for insurance I book appointments according to my insurance and when appointment comes the doctors want self pay im disabled can't afford self pay so they cancel appointment this isn't my fault zocdoc and doctors should be investigated

  

  Business Response

  Date: 05/21/2025

  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. Providers who list their practice on Zocdoc promises the information is up-to-date and accurate. A member of our Service team looks forward to connecting with you to gather more information so we can reach out to the office. In order to best help you, please give our Service Team a call at *************. We look forward to connecting soon.
  Best,
  Team Zocdoc

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising 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.

  Zocdoc was not transparent about their billing practices. I was charged for appointments I canceled due to patient error, as I was unaware they had to be canceled by the patient. In the case of one patient, they were too unstable to cancel the appointment themselves, so it had to be canceled by me.

  

  Business Response

  Date: 05/19/2025

  Hello there,
  At Zocdoc, we always strive to provide our 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 ***************** 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 Danielle would like to speak with a member of the Zocdoc team more in depth, they 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

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  Zocdoc charges per client booking. One of ZocDoc's employees put an in person appointment on my calendar without my consent. I didn't realize that this appointment was added to my calendar until after someone booked the appointment. At the time, I was unable to see clients in person so I couldn't keep the appointment the employee put on my calendar. I was unable to speak with this client but left them messages and emails letting them know that I was unable to meet them in person. The client never responded and didn't show up for their appointment. I requested a refund for this appointment. I was only refunded for the booking charge and not the sponsored result charged which is $133. I tried to get the sponsored result charge refunded but this was denied. This is outrageous. The company put an appointment I didn't want and couldn't fulfill on my calendar and is insisting on charging me for it. This is tantamount to theft. I want a refund immediately and hope that this policy will be remedied moving forward.

  

  Business Response

  Date: 05/16/2025

  Hi there,
  
  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 ******* ********* office. Based on the document they sent, it looks like the appointment they are referring to was booked by the patient through Sponsored Results. 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 ******* would like to speak with a member of the Zocdoc team more in depth, they 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 Answer

  Date: 05/30/2025

  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:

  I replied to their email explaining again that an employee of ZocDoc had added an appointment to my calendar without my permission and asked "  Are you really saying that employees at zocdoc have the right to add appointments to our calendar without our permission and that zocdoc will charge us for it? Because that is what's happening. "   They replied with 
  "Thank you for providing further context here. I am going to escalate your request internally and have them investigate further. We will reach back out as soon as we have an update for you.  Please let us know if we can assist with anything else in the meantime."  This is the last I have heard so far.  

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

  
  
  
  
  
  
   
  

  

  Business Response

  Date: 06/06/2025

  Dear BBB,
  

  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 ***************************** We have followed up with the provider as soon as we received an update from our billing department and want to now close the loop with you.
  

  I have attached the message to this case. If Theresa Bolster would like to speak with a member of the Zocdoc team more in depth, they 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

  
  

• Initial Complaint

  Date:05/13/2025

  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.

  This service extorts money out of small medical practices claiming it is a marketplace to build volume for a medical practice when in fact they charge for unsuccessful appointments and let patients book without filling out the proper forms. Pts can schedule and not show up yet the practice still incurs charges. There is no responsibility on the patient to provide accurate information and they can book with incomplete information resulting in unsuccessful visits. This is a complete scam.

  

  Business Response

  Date: 05/14/2025

  Hi there,

  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 ******** ************* 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 ******** would like to speak with a member of the Zocdoc team more in depth, they 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

• Initial Complaint

  Date:04/10/2025

  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.

  On April 1, 2025, at noon I arrived at ****************** in *********, ********** on *****************, for what I was led to believe would be an appointment with Dr. **** ****, which I made using the Zocdoc app.When I arrived at my appointment, I was checked in, paid $250 and was taken back and my vitals were taken. I was taken into the exam room and halfway through my appointment with who I thought was a nurse I asked if the doctor would ****** soon and she said there are no doctors here. My doctor was supposed to be Dr. **** ****. Apparently, he doesnt work there.Zocdoc insists that this is the fault of the acute ****************** but sucked off is really the advertiser and booked my ************** issue is that they do not verify the information theyre given before advertising. The app is considered an advertisement, isnt it? Certainly doctors must pay them to be listed? Im not sure how it works but if I find a doctor through their app, are they not responsible for that? They say that since they didnt charge me they owe me no refund. But I paid $255 to see a physicians assistant when I was promised I would see a doctor.Please help me rectify this. Im confused and its just really hard to tell whos responsible for what. Thank you so much for your help.

  

  Business Response

  Date: 04/14/2025

  Hello there,
  
  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. Doctors listed on Zocdoc have full control of the insurance plans they list and we expect them to be accurate. Billing is done through the practice directly but we absolutely want to ensure we are flagging this practice to prevent something like this from happening again. A member of our Service team looks forward to connecting with you to see how we can resolve this issue. In order to best help you, please give our Service Team a call at *************. We look forward to connecting soon.
  
  Best,
  Team Zocdoc