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:09/25/2023

  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.

  we are a small medical clinic serving the community. We registered with ZOCDOC for our medical office which is a primary *********** to get patients.In the month of ***** starting from 11(4/11/23) till May 10(5/10/23)suddenly for the same provider they started charging 95$ per patient when it was supposed to be charged 42$.Before and after these dates for the same provider the charge was always 42$ per patient. When questioned zocdoc about this, this is what they have to say instead of apologizing and giving a refund. "I understand you reached out regarding the charges you saw for ***** and May invoices. Upon further research, it appears within the month of *****, there is a change in specialty. With this request it is important to note, facility profiles cannot have multiple specialties approved, so since your facility already had a specialty approved, we rejected the specialty requests but were able to proceed with just Hospitalist without notifying anyone or taking our permission."when questioned zocdoc they are claiming that someone from our side did changes online and next thing they are claiming we sent email. when asked if they have any proof of email or any changes made through online from our side or any voice conversations, they don't have any. atleast they don't even have proof that we cancelled as they claim in their letter. This is price gouging. This is a terrible and exploitive service for small practices like mine, and quite unethical and the customer service is horrible. We are just asking for refund for all these months which they have been overcharging without our permission, but they refuse to and has been frustrating.

  

  Business Response

  Date: 09/25/2023

  Dear ******************,
  
  Thank you for letting us know. Weve attached the section of the User Agreement that was signed by *********************** at your practice on 6/24/21, 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

  Customer Answer

  Date: 09/28/2023

  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:

  THE EXPLAINATION ZOCDOC TEAM SENT IS FOR TERMINATION.WE ARE NOT ASKING OR REQUESTING FOR ANY TERMINATION OR TERMINATION REFUND. THE CLAUSE OR IMAGE THEY SENT IS IN NO WAY REVELANT TO THE COMPLAINT WE REGISTERED.AS PER THE SAME CONTRACT AGREEMENT  zocdoc started to charge us  double the money citing as a different specialty than what we were contracted for without confirming with us or taking our approval. zocdoc failed us to show was any proof that we have approved for the changes and charges. ZOCDOC failed to provide us with any proof. ZOCDOC CHARGED US EXTRA FEE FOR PATIENTS UNDER HOSPITILIZATION SPECIALIZATION WHICH IS AGAINST OUR CONTRACT AGREEMENT AND MENTIONED NO WHERE IN OUR CONTRACT AGREEMENT SIGNED BY *********************** AT OUR PRATICE ON 6/24/21.OUR CONTRACT AGREEMENT IS ONLY FOR INTERNAL MEDICINE WITH ZOCDOC AND DOES NOT INCLUDE ANY OTHER SPECIALIZATION. WE ARE PRIMARY CARE LLC AND WE DONT OFFER ANY SPECIALISATION OR HOSPITILIZATION SERVICES. LET US CLARIFY ONCE AGAIN FROM OUR PART THAT ZOCDOC CHARGED 95$PER PATIENT INSTEAD OF 42$ PER PATIENT WITHOUT ANY PRIOR NOTICE OR APPROVAL FROM OUR SIDE FOR DATES RANGING FROM 4/11/23 TILL 5/10/23. WE ONCE AGAIN LIKE MANY TIMES EARLIER ARE REQUESTING A REFUND FOR ALL THESE PATIENTS WHOM THEY CHARGED US EXTRA FEE FOR ABOVE MENTIONEDDATES.

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

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

   

   

   

   

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

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

  Customer Answer

  Date: 12/04/2023

  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:

  they are not refunding my money they charged illegally.THey keep procrastinating and postponing by replying with same generic messages instead of resolving and giving me refund.this is not acceptable for us as we have been fighting for more than 3 months

   

   

   

   

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

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

  

  Business Response

  Date: 12/14/2023

  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, we have spoken with the practice directly to outline that the changes stated were within the statement of the use agreement provided.
  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.
  If we can answer any further questions, please let us know.
  Best,
  Zocdoc Team

• Initial Complaint

  Date:09/15/2023

  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.

  TWICE Ive posted negative reviews about doctor visits, and both times they did not publish it. Does ZocDoc only publish positive and okay reviews? I used ZocDoc often and mostly had good experiences with the doctors. However, when I do have a bad experience, I would like to share that without my review getting rejected My experiences are valid. Wheres the transparency? This is unacceptable!

  

  Business Response

  Date: 09/15/2023

  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 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

  Date:09/06/2023

  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.

  My name and credentials are listed on their website as a practicing licensed therapist. I have never worked for zocdoc. I want my name and credentials to be removed immediately from their platform.

  

  Business Response

  Date: 09/06/2023

  Hello *****,

  Thank you for bringing this to our attention. A member of our Service team has responded to your email address listed on your BBB account earlier today. If you need further assistance, feel free to email ********************************** or call us at  *************.
  

  Best,
  Team Zocdoc

• Initial Complaint

  Date:08/24/2023

  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.

  I had a profile on ZocDoc created by a previous employer. I do not have access to the account they created and my previous employee declined to remove my profile when asked. I have asked ZocDoc several times to remove my profile from their website and they have failed to do so to date.

  

  Business Response

  Date: 08/24/2023

  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 reached out earlier today to the email address listed on your BBB account and resolved this issue. Per their email response, please allow some time for the update to take effect. Thank you for your patience.
  Best, 
  Team Zocdoc

• Initial Complaint

  Date:08/21/2023

  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.

  ************************************** Center is contracting and soliciting non-patients to write reviews in return for suspected financial gain to boost ratings; Fraudulent Predatory practice utilizing ZocDoc to deceive the general public. The fake reviews are populating after my disclosure of a 1 Star Rating and Negligent behavior at this practice along with others. ZocDoc has has no disclaimer or proper disclosure that you will NOT be seen by a Medical Doctor or Nurse Practitioner; but a PA in training. (MISREPRESENTATION) and False Advertisement.

  

  Business Response

  Date: 08/21/2023

  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 within1 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:07/31/2023

  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 enrolled with Zocdoc as an individual provider, agreeing to pay their $70 referral fees when appropriate clients signed up for my services. However, I soon discovered that Zocdoc was not screening my sign-*** well at all, and people were signing up expecting to use their insurance policy to see me, though my profile specifically says I can't take insurance. And so, clients were signing up, I was being charged $70 a hit, and I never ended up seeing the clients because I couldn't take their form of payment--meaning I was losing money on each client. The final straw was when a client signed up last week for an appointment I couldn't make, but when I went to contact that client within the hour to reschedule, I discovered he'd used a false email address and phone number. The email bounced and the phone number led to a message saying the number wasn't working. And so, I was charged for a client who is likely fake, and Zocdoc is taking no responsibility. Instead, they are charging me their $70 fee. This is a terrible and exploitive service for small practices like mine, and quite unethical.

  

  Business Response

  Date: 07/31/2023

  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, we have followed up with your office directly to outline that the changes stated were within the statement of the use agreement provided.

  
  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.

  
  If we can answer any further questions, please let us know.

  
  Best,
  Zocdoc Team

  Customer Answer

  Date: 07/31/2023

  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:

  Zocdoc is charging me for a client who does not appear to exist. There is no way to get in touch with this client. The email address and phone number provided do not work, and did not work within an hour of Zocdoc notifying me that this client had booked. It would be a HIPAA violation for me to provide the patient information, but unless Zocdoc reaches this client, which they have not done, I want a refund of the $70 they are charging me. I also want it noted that Zocdoc engages in exploitive practices by promising small practitioners like me that I will be able to designate that I only serve self-pay clients, when in fact, Zocdoc is directing clients to me who hope to use insurance--and Zocdoc charges me for such clients though I can't take any payment from them.

  Best,

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

  [Your Answer Here]

   

   

   

   

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

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

  

  Business Response

  Date: 07/31/2023

  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 Trust and Safety team has followed up personally with your 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

• Initial Complaint

  Date:07/14/2023

  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 do not have a signed contract with this company- it was not adequately explained to me that this isn't a platform based service- this is an *****'s List still referral company, that pays for sending people @$70 a piece to schedule an appt - they may not show up, they can cancel and if it's within a certain period of time, the $70 won't be charged, but I was not given any of the parameters for this service. I am a single provider practice, and in the month of June before I was even ready or able to take on more clients, due to the fact I was at a conference, I was getting patients scheduling on my calendar- I hadn't set a date to accept or to start allowing people to schedule on my calendar- it just happened. In June, I was charge $280 -- 4 clients- I had 2 appts for 1 person, 1 client cancelled, and the others just didn't show- 1 client rescheduled in July, and I will pay for his referral, however the other referrals I will not. The person who booked 2 appts was ******** and I don't take ********. Also, you don't charge 2 referral fees for 1 person. They said they made adjustments but they didn't. In July, there was a dually- covered Medicare/******** patient- and again I don't take ******** and I also do not take ********* The response from the canned emails by representatives of ZocDoc, are all very flimsy- putting the responsibility on the referred patient to know about their insurance (when most people do NOT know their insurance overage and in network, out of network and someone who doesn't take their insurance) and Zoc Doc still gets their fee. I as a provider have paid for nothing but wasted time emailing or talking with someone I can't treat. I want credit for that referral and she cancelled her appt. Another client tried to cancel her appt, but wasn't able. This is not a responsible or ethical organization. I would caution providers, especially those in solo practice, not to use ZocDoc. I want my account adjusted and will close it.

  

  Business Response

  Date: 07/14/2023

  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 will be following up shortly by phone to close the loop with you. If you miss our call and would like to speak with a member of the Zocdoc team more in depth, please give us a call back 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:07/12/2023

  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 onboarded with ZocDoc in about March 2023. I was looking for a way to get new clients. There had been an autogenerated account made by ********************** prior to this (with information that was misrepresented of my practice). I made one anyway and was very hesitant.After meeting with the onboarder, she made me comfortable and said the will only charge for services listed on my profile. I complete my profile with the disorders I treat and wait. The first client who books does not even reside in the state i am licensed in. I cancelled the booking immediately and then was charged $65 for the client booking through zoc doc. I then get another client book for another service i do not provide and cancelled immediately. I then was charged $65 again for during the month of June. I email my onboarder and told her about the issue and she said to contact customer service. I call customer service today to dispute the charges and she says she cannot undo it because it was listed as services I provided. I looked at my profile, which listed many services I am not qualified to give. She says that I checked those boxes and says it was on me. I told her this cant be because i am diligent about not misrepresenting myself so i don't waste my time or a client's time. She said there was nothing she could do. I ask her about the client who does not live in cali, and says she could have undone that charge but i am a day late but can credit my ZocDoc. I said "You understand how that will not work for me as I dont wish to have a profiled under Zoc Doc anymore?" She said there was nothing she could do and there is no one else i could speak with. She says its in all my agreements that they had a right to charge me. I said my billing agreements do not say you can charge me for clients Zoc Doc has misrepresented me to see. I said that is what happened and reminded them of the fake account they had created for me prior to this also with misrepresented information. Nothing was accomplished.

  

  Business Response

  Date: 07/12/2023

  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 your 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, 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

• Initial Complaint

  Date:06/20/2023

  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.

  When I selected a provider on ZocDoc I did so with the intention of obtaining a prescription refill. I met with a provider (after being cancelled on by another provider 4 minutes before my scheduled appointment time) who told me I would have to drive over 2 hours to their office to get my prescription refilled. I was charged over ****** when I was told the appointment would cost 150.00.There seems to be a lack of communication and I feel theres some bait and switch tactics being used by ZocDoc and their affiliates.

  

  Business Response

  Date: 06/20/2023

  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

• Initial Complaint

  Date:05/16/2023

  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 just received a bill for a doctor's routine consultation due to misinformation on Zocdoc about in-network doctor. I booked that appointment through Zocdoc entered by insurance ***************** PPO. It showed ******************************* (at ***********************) as in-network. My insurance only pays for in-network so I travelled around 15 miles to see ************ just because Zocdoc said it is in network.Now to my surprise, I got a bill from *********************************** ******. When I called the doctor's ****** about the bill, they said my insurance only pays for in-network and ************ was out of network. Due to Zocdoc's error I am receiving a bill. The bill is a $97 (which would have been free if in-network). I would appreciate if Zocdoc takes responsibility of a refund and corrects their website accordingly.

  

  Business Response

  Date: 05/16/2023

  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 ************ appears you have been in touch with a member of our Service team as of yesterday and we are actively working to address your concerns. We look forward to reconnecting soon, and to resolving this issue. 
  
  Best,
  
  Team Zocdoc.