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:03/06/2025

  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.

  Zocdoc cancelled my appointment and charged me a late cancellation fee due to an honest mistake when filling out my insurance information. They did not contact me to give me the opportunity to correct it, but rather cancelled the appointment and the only communication I received was that the provider cancelled the appointment. I was confused as to why it was cancelled and thought perhaps the provider didnt have availability as listed on the website. I then get a text threatening to send me to medical claims since my card denied a late cancellation charge. I asked why I was getting that as the provider cancelled the appointment and they told me I misrepresented my insurance. I told them this was an honest error and I had not been contacted ahead of the appointment to give any warning or information. They sent me 2 screenshots- one of their view of a patient portal showing a cancelled appointment and another of a 30 something second call they made to me in the middle of the day in which they did not leave a voicemail. Please note also, they locked my account so I am not able to login to see any of this or even rectify a late charge.

  

  Business Response

  Date: 03/07/2025

  Hello BBB,

  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. It is certainly concerning that a provider cancelled a patients appointment without informing the patient. A member of our Service team looks forward to connecting with the patient to see how we can resolve this issue. In order to best help, our team needs to verify the contact information associated with their Zocdoc account. They can provide this information by emailing ************************************************************ or calling ***** ********. We look forward to connecting soon.

  Best, 
  Team Zocdoc

  Customer Answer

  Date: 03/12/2025

  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

  Date:02/18/2025

  Type:Sales and Advertising 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.

  This company had me believing I would have N appointment. I was contacted by ****** after providing my personal information that the company did not accept my insurance I feel this company is fraudulent and I am worried that my personal information is being is being stolen

  

  Business Response

  Date: 02/19/2025

  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. A member of our Service team looks forward to connecting with you to rather more information concerning the appointment you booked, and the provider mentioned they did not take your insurance. Each provider has full control over their account and are expected to keep posted information updated. In order to best help you, please give our Service Team a call at *************. We look forward to connecting soon.
  Best,
  Team Zocdoc

  Customer Answer

  Date: 02/22/2025

  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

  Date:02/17/2025

  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 discovered that my former employer *********** - created a Zocdoc profile for me without my consent, using my image and credentials. This was done last year, and despite raising the issue with them, no action was taken.Additionally, I noticed patient reviews and ratings on my profile, some of which were unrelated to my actual practice but rather to other staff and the business itself. When I complained and wrote to ZocDoc my concerns were ignored.I officially resigned from my position as of February 7, 2025, yet my profile remains active, and patients can still schedule appointments with me. This is misleading to patients and damaging to my professional reputation.

  

  Business Response

  Date: 02/18/2025

  Hello ******,

  At Zocdoc, we are committed to providing our patients and providers with an excellent experience. Thank you for bringing this issue to our attention. A member of our Service team will be reaching out to you to confirm once your profile has been ************** assist you effectively, we need your contact information so we can email you when the profile removal is complete. Please note that, at this time, no patients will be able to book appointments through the old *********** can provide your contact information by emailing ********************************** or by calling ************. We look forward to connecting with you soon.

  Best regards, Team Zocdoc

  Customer Answer

  Date: 02/22/2025

  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:

  Removing my profile is not enough. I had already requested that in a prior email. I need to know what Zocdoc is going to do about the low rating and horrible reviews that I previously mentioned. I had complained about this before, and the responses I received from Zocdoc were unacceptable. They ignored my concerns and my consent. I need an explanation on how they will address this issue.

   my contact number is ************ 

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

   

   

   

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

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

  

  Business Response

  Date: 03/04/2025

  Hello ******,At Zocdoc, our goal is to provide our patients and providers with an excellent experience. Thank you for bringing this issue to our attention. I want to confirm that your old profile is no longer visible to the public, which will help prevent any confusion regarding your reviews and any misleading information.We would be happy to send you an email confirmation regarding this information. If you would like to receive this confirmation, please email ********************************** or call ************.We look forward to connecting with you soon. Best regards, Team Zocdoc

  Customer Answer

  Date: 03/12/2025

  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

  Date:01/29/2025

  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.

  Zocdoc has falsely put 2 (1 star) reviews on my practice page from over a year ago. The problem is I was not practicing prior to May so these reviews do not belong to me.****************************************************************************

  

  Business Response

  Date: 01/30/2025

  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. 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

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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 1/10/25, a patient booked two new patient appts indicating that I was showing up as in network with ****. I disputed the booking fee in email and over the phone. I have had many booking fees and do not challenge ones according to their policies. The issue I have is that ZocDoc worked with me through documented email to initially set up my insurance list to only reflect the ones I would take through ZocDoc. When my practice grew, I went in and removed all but one insurance. When the newly booked patient told me that I showed up as being in network with ****, I went in to troubleshoot. To my great sadness and frustration, ZocDoc had a separate tab indicating that I was now listed as taking BCBS on ZocDoc and that I could remove it. This notification tab remained separate on ZocDoc from my pre-approved list of only ***** plans. When I called ZocDoc, I was told that a marketing email had gone out mentioning this on 12/19. To call this shady and unethical is an understatement, and it has me closing my ZocDoc calendar until there is a resolution. I found the 12/19 email in my spam during my ZocDoc customer service call and even when looking at it now, I would never have thought they would add plans outside of what I opted in to. The other thing that is so disappointing about this is that this email went out when providers were already out or about to head out of the office for the holidays. I returned on 1/6, opened up my ZocDoc profile same week, and I would never have thought to check my spam folder to make sure that ZocDoc wasnt being shady with very busy, sometimes overwhelmed mental health providers.

  

  Business Response

  Date: 01/15/2025

  Hi there,
  At Zocdoc, we are committed to providing a great experience for both our patients and doctors. We have reviewed the bookings that were brought to our attention. 
  First, we appreciate the feedback regarding the provider's update on insurance, and we are actively working to improve our process for handling these updates. 
  Regarding the booking fees, I want to clarify that there are no fees associated with the specific booking in question. I apologize for any confusion this may have caused.
  If *** **** *******-******* would like to discuss this matter in more detail, we encourage her to call us at **************. We would be happy to address any further questions or concerns.
  If there is anything else we can do to resolve this issue, please let us know.
  
  
  Best regards,  
  Team Zocdoc

  Customer Answer

  Date: 01/16/2025

  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. I do want to note that ZocDoc did not refund the money but that there was simply the removal of the fee when the individual decided to independently cancel the appointment. Based on all communication with ZocDoc support prior to the initiation of this BBB complaint, I was informed that the booking fee would not be removed since they did not take responsibility for their practices of adding insurance plans to my list without my approval. With that said, I'm thankful that my practice did not incur this erroneous booking fee.
  
  Sincerely,
  
  **** *******-*******
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2025

  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.

  I had ZERO session with fake patients on ZocDoc . All cancelled on no show . I got charged and I emailed and complained on Dec 9th on why patients are schedueling on my out of office blocked days. They I got this response from ZocDoc staff in regards of fake review saying there were comparable

  

  Business Response

  Date: 01/03/2025

  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:11/18/2024

  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.

  On November 14, 2024, a former patient submitted a 1-star rating on my professional Zocdoc page as retaliation for being billed a late cancellation fee, a policy clearly outlined in the intake documents that the patient had signed and agreed to prior to beginning treatment. This review is unfair and misleading, as it does not reflect the quality of care provided but instead stems from dissatisfaction with the billing policy, which was properly communicated and enforced.Allowing this review to remain undermines the integrity of Zocdocs review system, as it creates a misleading impression of my practice and unfairly penalizes me for enforcing standard and transparent practice and billing policies to which all patients sign prior to treatment as part of the intake documents and consent. Zocdocs guidelines aim to ensure that reviews provide accurate feedback on care quality, not serve as a platform for grievances about billing policies.The impact of this single retaliatory review has been significant, reducing my 5-star average to 4.82 and potentially harming my ability to attract patients through Zocdoc. I respectfully request that Zocdoc reevaluate this review and remove it to uphold the fairness and accuracy of its platform.

  

  Business Response

  Date: 11/18/2024

  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. Additionally, they have investigated the review in question and have found it does fall within our policy.  You can find additional information regarding this policy here. 

  Best,

  Team Zocdoc 

• Initial Complaint

  Date:10/21/2024

  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.

  On 10/20/24 I used Zocdoc to get an appointment with a psychiatrist. Zocdoc gave me a list of doctors that were available. I chose a psychiatrist that had an appointment for today 10/20/24 at 3pm. A virtual appointment. I waited until 3:15I finally got some understanding of pm, and the doctor did not contact me to start the virtual appointment. I was given a phone number to call if you needed assistance. Since there was no answer, I left a message to ask where the doctor was but got no response, I waited until 3:30 and no doctor so I called again. A lady answered the call, and I inquired as to where the doctor was, and she could barely speak English. I had to ask her at least 3 times to repeat what she was saying. i barely understood her response but the gest of it was that the doctor wasnt there and wasnt taking new patients . I explained to her that that on ZOCDOC it said he had a 2pm and 3pm appointment today 10/20/24 and it did not say that he wasnt taking new patients which is supposed to be listed next to the doctors name. Since i could barely understand the woman who answered the phone I finally told her that they had my insurance cards and all my privated medical history. This experience gave me more anxiety and a depressed mood which is why I wanted to see a psychiatrist . Zocdoc must not shoe doctors and the fact that they are available if they are not available and they should not indicate that the doctor had 2 appointments available today. This was very harmful to my mental health.Thank You, **** ************

  

  Business Response

  Date: 10/21/2024

  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 a business day, please verify your most current contact information by emailing ********************************** or calling **************. We look forward to connecting soon.

  
  Best, 
  Team Zocdoc

• Initial Complaint

  Date:09/24/2024

  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.

  On September 18 I received a review through ZocDoc that was not mine. I talked with there customer service representative 9/23/2024 to see what can be done about getting the review removed as I am not the primary clinician. They responded right away and explained it would not be taken off even though I was not the provider. They proceeded to explain I was listed as a supervisor for said clinician however I don't not have credentials to supervise anyone. I proceeded to ask if the clinician were to get her own profile on ZocDoc would the review be transferred they proceeded to say no. It is unethical for another clinician to take the fault of another especially if they don't have the credentials to supervise. The review will reflect on my performance as a clinician and provide false information about my work. Even after providing sufficient evidence I was not the provider they continued to refuse removal. I have attached how they put me as her supervisor without my knowledge as well as the clinician who she was scheduled with and the review that was left.

  

  Business Response

  Date: 09/25/2024

  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. 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. We look forward to connecting soon.

  
  Best, 
  Team Zocdoc

• Initial Complaint

  Date:09/20/2024

  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 are a primary care practice in ********* filing complaint about unjust policies of Zocdoc.Hidden Fees: We were charged for patient cancellations within Zocdocs 24hr notice period. When seeking clarification we were told our cancellation rate was higher than normal without specifics. Penalizing practices for factors beyond their control is unjust and not transparent.Misleading Advertising: Patients often contact us after finding our practice listed under specialties we do not provide, leading to frustration and unnecessary cancellations. Despite multiple reports, these issues remain unsolved. Zocdoc also modifies our profile without consent, misleading patients about insurance acceptance Inconsistent Review Practices: Zocdoc frequently changes its review policies without notification. We previously could contest reviews from patients who did not receive care. A recent change allows anyone who booked an appointment to leave feedback, regardless of attendance. This contradicts our agreement that no-shows could be marked appropriately, allowing negative feedback from those without firsthand experience and preventing us from responding, unjustly maligning our reputation Existing Patient Charges: Zocdocs billing practices for existing patients raise serious concerns. We were assured we wouldnt be charged for established patients, yet we often see charges for patients booked under different providers, contradicting our contract Policy Changes Without Notice: Zocdoc changes its policies without informing practices. Recent changes allow patients who never attended to leave reviews based solely on booking, significantly impacting our reputation Rising Fees: We have noted a pattern of fee increases, with two hikes in the past year. Despite assurances regarding existing patients, we continue to face unexpected charges.We urge an investigation into this, as Zocdocs practices are detrimental to healthcare providers committed to serving their communities with integrity

  

  Business Response

  Date: 09/23/2024

  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. 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. We look forward to connecting soon.

  Best, 
  Team Zocdoc
  

  
  

  Customer Answer

  Date: 09/26/2024

  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:

  [Your Answer Here]

   Thank you for your response. However, I must express that our concerns regarding Zocdoc have not been adequately addressed.
  Following our complaint to the Better Business Bureau (BBB), we had two phone conversations with Zocdoc representatives, which unfortunately led to increased confusion rather than clarification.
  Firstly, Zocdoc continues to lack transparency. When we requested evidence supporting the alleged infractions that resulted in penalties, we were informed that no further information could be shared and were expected to accept that a violation occurred without substantiation.
  Moreover, the allegations concerning our alleged no-show patients were not presented in detail. The only example provided was justifiable, as even Zocdoc's team acknowledged that it aligned with our policy for managing patient appointments.
  We reiterated all our concerns as outlined in our BBB complaint; however, none were satisfactorily addressed. Instead, we received a response indicating that the manager recognized our frustration without offering any solutions.
  We would appreciate your assistance in addressing the ongoing issues that are affecting numerous practices, including:
  Hidden fees
  Misleading advertising
  Policy changes that are not clearly communicated and are enforced internally, resulting in monetary penalties for practices.
  Inability for practices to respond to reviews, resulting in an unjust negative reputation. Any reputable businesses enforce conversation, as opposed to one-way communication.
  Penalization of practices without evidence
  Thank you for your attention to this matter. We look forward to your guidance.
  

   

   

   

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

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

  Customer Answer

  Date: 10/21/2024

  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:

  [Your Answer Here]

   

   The phone call did not result in anything apart from even more confusion in regards to how and why practices are penalized financially for no apparent reason. The representatives on the phone had no idea what is going on and why we were penalized financially. They provided no insight into the situation, did not give any detail and were not able to confirm anything. This was simply a waste of time. ZOCDOC's shady billing practices are impacting thousands of doctors who are trying to help patients. There is no real contract or anything in writing, so they do whatever they want!

   

   

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

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

  

  Business Response

  Date: 10/26/2024

  Hello *********, 

  Thank you for bringing this to our attention. Our intent is to provide our patients and providers with a great experience, and we apologize if we missed the ***** It appears you were recently in communication with a Sales Executive from Zocdoc, However, you are more than welcome to schedule a call with our Trust and Safety team directly via the link they have previously emailed to you if you would like to discuss your concerns regarding this matter further.  We look forward to connecting soon, and to resolving this issue.
  
  Best,
  
  Team Zocdoc