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: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

• Initial Complaint

  Date:04/02/2025

  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.

  Absence of response to multiple email inquiries over a period of weeks, initially request to resolve outstanding invoices in order to resume patient care, followed by raising of a ******* website technical issue preventing patients from scheduling, and lastly a request to be removed from the platform. Additionally, platform is charging for incomplete new patient intakes, patient no-shows, and permitting patients to book with payment methods or insurance plans not offered by the practice.

  

  Business Response

  Date: 04/07/2025

  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 spoken to ******** ******** office. We have let them know that based on our agreement, Zocdoc does not charge as a punishment to the provider for no show and cancellation but for the potential lead that the Zocdoc marketing platform provided through that patient's appointment booking. I also see they have requested to deactivate their account and a ticket has been submitted they should be hearing from our team within 2-3 business days. 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: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:02/18/2025

  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.

  I am filing a formal complaint against Zocdoc, due to unauthorized use of my professional identity and misleading representation of my practice on their platform and through ****** integration.Issue Summary:Zocdoc has created a listing under my practice : Aim Behavioral Health , under my name, *** ****** ******* **, Under my nurse practioners name : **** ***** in *******, **, without my consent. This listing falsely states that my office partners with Zocdoc and includes a Book Now button, which leads to a Zocdoc page that falsely claims to offer scheduling for my practice. However, no appointments are available, and my office has never entered into an agreement with Zocdoc.This misleading listing:Creates confusion among potential patients who believe I am affiliated with Zocdoc.Causes reputational harm by making it appear that I do not have availability for patients.Interferes with my business operations by misdirecting potential patients to a platform where they cannot schedule an appointment.Persists despite multiple requests for removal, which Zocdoc has ignored.Attempts to Resolve the Issue:I never consented to being listed on Zocdoc.I emailed Zocdocs support team demanding removal of the unauthorized listing and received no resolution.I attempted to contact Zocdoc by phone, but I have not received a response.Desired Resolution:I request that Zocdoc immediately and permanently remove all listing with our practice, my name, practice information, and all unauthorized references to my office from their website and any associated ****** integrations.I have attached copies of my email correspondence with Zocdoc, screenshots of the misleading listing, and evidence of the false booking page on ****** and Zocdoc.I appreciate BBBs assistance in resolving this matter and ensuring that Zocdoc stops misrepresenting providers without their consent.Sincerely,*** ****** ******* ** ********************

  

  Business Response

  Date: 02/19/2025

  Hello *** ****** ****** ,

  At Zocdoc, we are committed to providing our patients and providers with an exceptional experience. We appreciate you 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 to find a resolution.If you do not receive an email or phone call within one business day, please verify your current contact information by emailing ********************************** or calling ************.We apologize for any confusion regarding the account that was set up by your office in April 2023. We look forward to connecting with you soon.

  Best regards,

  Team Zocdoc

  Customer Answer

  Date: 02/25/2025

  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:

  In their response Zocdoc stated "We apologize for any confusion regarding the account that was set up by your office in April 2023".  I would like for them to provide proof that we signed an agreement ****** we authorized them to direct our business ****** pages to Zocdoc where misinformation was provided by Zocdoc about our ability to accept patients and insurance. We had not signed up for any Zocdoc services.  There was no confusion. This was an error on their part and they need to accept responsibility.  I am asking for this as it needs to be accurately reflected on BBB. 

   

  Thank you.  

   

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

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

  Customer Answer

  Date: 03/14/2025

  Please see attached email exchange showing that we decided not to move forward and thus we should never have had our profile linked to Zocdoc.  

    

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

  

  Business Response

  Date: 03/25/2025

  Hello there,
  At Zocdoc, we strive to provide our providers with a great experience. Since you brought this concern to our attention, a member of our team has personally followed up with ******************* address the issue.  If youd like to discuss this or connect with a member of our team directly, please give us a call at ************ or email us at service @**************************.
  
  Best,
  Team Zocdoc

• 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