ComplaintsforAdvancedMD, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problem is that I tried to cancel contract in November, December, and was finally received in ******** I paid $1500/ month for over a year with this company and the last 3 months no data was entered, I had to manually print out and rectify thousands of dollars which took me additional hours of work to correct and I had to end up writing off money owed due to billing issues. I had paid for ******** I asked to be contacted by the company to discuss and was put to collections and threatened with ***** claims instead of having a conversation. I would like to rectify this past balance and have it wiped from my report.

  

  Business response

  06/04/2024

  Good morning, I have met with the collections manager and we are going to pull the balance from back the agency that is handling the balance. It might take 48 hours, but you should not hear from them again. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *********** was involved in a clearinghouse hack. They did not provide a reasonable explanation until after the fact. I have not been paid any income from my insurance claims since February, but I am expected to pay for a $300 bill each month for their services that are not working. I am requesting no payment but I get no response.

  

  Business response

  04/15/2024

  Good morning,

  I have reviewed your account and show that a credit request has already been submitted for the disputed amount. The case is 2796956 for your reference. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** is selling a product that isnt living up to whats being presented during the sales process. *** is presented as a one-stop-shop for billing and notes needs. What Ive found, is that when an integral part of the *** system breaks (such as authorization tracking, in my case), tech and management do nothing to fix it. There is no urgency in fixing essential parts of the system, that are known to create money loss for the provider. There is no urgency in fixing bugs that lose customers money. Tech support and management put customers and the reporting of bugs on the back burner until they have enough votes on the Idea list to warrant fixing the issue. Individual business needs are not considered. Im not asking for a new idea to be developed. Im asking for someone to fix what previously worked, and which was one of the MAIN REASONS we chose this product for our business. I am beside myself trying to get an issue resolved that is costing us an unbearable amount of time and money. Im still paying my many thousands of dollars each month, to have the system partially work. *** isnt prorating my bill for a system that now, partially meets our needs. Tracking authorization is 25% of the reason we use ***. If that doesnt work, why am I still paying full price. Is *** going to reimburse me for lost insurance payments because authorization expired, but we had no way of tracking it? No. When I submitted my complaint they gave me a work-around, and it was this: THERE IS NO WORK-AROUND. There is NO workaround for an integral part of the system and there is no fix scheduled. Fixing bugs, and customer money loss is not a concern or a priority of ***. New features are rolled out, before essential fixes are made to bugs.

  

  Business response

  02/12/2024

  Good afternoon,

  I have reviewed your account and found that this is most likely surrounding issue #*****, which is being discussed in detail later today. I have spoken to several people and expressed the urgency and impact that this is causing for you. I am hoping to have more information on the update after the meeting today and will respond here accordingly. 

   

  ****

  Customer response

  02/13/2024

   
  Complaint: 21261007
  
  I am rejecting this response because: This case supposed to be reviewed today by **** and an update was to be given.  It is now 7:11 p.m CST, and I have not received an update.  You do have the correct issue #, but there are several layers to the problem. It started with one issue which was never addressed.  Now there are 3 issues/bugs that need to be fixed.  The entire referral tab and tracking through the Worklist Module needs immediate attention.  
  
  Sincerely,
  
  ***********************

  

  Business response

  02/19/2024

  Good morning, I wanted to follow up to see if you had been updated? I was informed that a custom report was going to be added to your key to meet the need that you are requesting. Please let me know if that has not happened.

   

  ****

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a medical doctor running a solo practice and I hired this company to provide electronic medical records and billing. I had a company that was doing exactly the same thing for 5 years and I decided to change to Advance MD due to the costs. I started looking for a company 12 months before leaving my prior company. It was a total misrepresentation to what they say they would do and what they do. Despite telling me they were a billing company for several months , shortly after joining them they denied that that was the case. Even though they told me they were offering billing services this was not 100% true. The deduct their charging services from my bussiness account for their " billing" services that they provide, but they still tell me they are not a billing service . My *********************** keep growing and their answers to this, is that is my responsibility to do it or that they do not know how to fix this. I dot not have in house billers,and I am definately leaving this company very troubled and dissatisfied .I and my staff have worked very hard for our money and I will try to collect every outstanding *****.

  

  Business response

  01/04/2024

  Good afternoon,

  Thank you for taking the time to submit this concern to us. I have reviewed your account and spoken with the *** rep that manages your account. They mentioned they have been in direct contact with you and are actively working the ** within the *********. I have also contacted one of our billing service representatives to contact you regarding a full advanced ******. Is there additional support that you are looking for? I am happy to connect again with your *** representative to make sure they are aware of your concerns. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No communication Clients report seeing double billing. *********** Tech stated no issues you will need to call global. I called **** and they stated I have to troubleshoot. I called Global, and they said they have two coming from AdvancedMD. I called back to file a complaint and the tech stated a known issue and needed proof of what was happening. Waisted time with tying Global and *** on the phone. why? because they still have not fixed the issue over a week and are losing business. I want compensation on my bill.

  

  Business response

  09/05/2023

  I have escalated your initial complaint of not being told that there is a known issue for a small number of clients to the Supervisor of the agent that you have spoken to and feedback has been given. I have also escalated your complaint to our product team. I do know they are working with Open Edge on the charges showing as a duplicate the patients end. I will follow up when I have an ETA on the fix. 

   

  ****

  Customer response

  09/05/2023

   
  Complaint: 20545382
  
  I am rejecting this response because:
  I am looking for compensation to reduction in bill for being at least a month of being broken. The aggravation of no one has contacted me from *********** the last two weeks and the initial time frame that I reported this. What causes a response now is because I sent a second email threatening legal action.  
  Sincerely,
  
  *************************

  

  Business response

  09/07/2023

  Thank you for the additional information. I have met with our ************* and they advised me they have spoken with you and will be issuing a credit on your account. 

  Customer response

  09/08/2023

   
  Complaint: 20545382
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a contract for billing services with this company on 4/21/2023 and was promised a 30 day implementation period- including training . It is now 5/23/2023 and I have not received any updates or any training from this company. I have called and emailed them multiple times, but I have not received any resolution to my concerns. I have requested to cancel my contract since its within 30 days from initiation and they have failed to provide the services. I do not recommend this company .

  

  Business response

  05/30/2023

  Through the sales process a 90 day implementation period is what we offered. However, we were not able to receive the sales document to proceed with implementation. On May 15th there were multiple attempts to setup a meeting unsuccessfully. We will process the termination and allow the client out of their contract. A credit is being issued for the one invoice that was sent. 

  Customer response

  05/30/2023

   
  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.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continues to draft large amounts from our bank account, and would not cancel or down grade our services when we switched to a new EMR after multiple requests. They always have various fees and hidden charges, you never know how much your bill would be from month to month, and good luck with canceling your service. I do not recommend this company to anyone.

  

  Business response

  01/30/2023

  Hello, BBB-

  We received the complaint and appreciate the opportunity to work towards resolution with the client. Our sales leaders reviewed the status and history and were unable to determine scenarios where due diligence has not been done to assist this client. We are aware the client merged with another Company. They wanted an estimate for a Data Export. In December 2022, an estimate was sent to the client. AdvancedMD did not receive an approval or any correspondence back from the client to complete the request.

  In the complaint to BBB, regarding various fees and hidden charges...we discovered that they are on a flat subscription fee each month. That portion of the bill does not change. The variable fees from eServices change monthly depending on the clients usage and volume of business run through the system. Rarely is the volume the same month to month resulting in the same total for charges related to eServices. Nothing is hidden, and respectfully request examples of hidden fees on their invoice.

  Sales received an email this month that they wanted to Term their agreement. Sales will continue to work through the transition with the client and address any concerns. We sincerely hope to come to an understanding and a fair result for both parties.

  All the best,

  AdvancedMD

  Customer response

  01/31/2023

   
  Complaint: 18889682
  
  I am rejecting this response because: they still have not cancelled our services and are saying they won't cancel until March. They want to draft more payments from our account.
  
  Sincerely,
  
  *******************

  

  Business response

  02/03/2023

  BBB-

  Given our best intentions to resolve this, we will honor the request for February 1.

  Per the *** agreed to by the client and found online at ********************************************************************************************, we require written notice 10 days prior to the end of the month to be effective on the 1st of the following month. We received written notice on January 30, which makes it effective March 1.  

  Sales and client services is currently working with accounting to determine if the invoice sent on Feb 1 can be pulled back and the client record deactivated or a credit will be issued for the February invoice and March 1 will still be the system deactivation date.

  We wish the ***************** all the best success.

  Sincerely,

  AdvancedMD

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SIGNED A CONTRACT WITH ADVANCEDMD TO PROVIDE ELECTRONIC SOFTWARE SERVICES FOR BILLING AND CHARTING FOR THE MEDICAL CLINIC. THEY HAVE NOT PROVIDED ANY OF THIS , THEY CANNOT PROVIDE ANY OF THIS AND IS BILLING US MONTHLY FOR SERVICES.HAVE A ZOOM MEETING SCHEDULED 1/10/2023 AS TO WHY THEY CANNOT ACCESS THE INSURANCE COMPANIES I BILL FOR SERVICES ON THEIR SOFTWARE. ISPOKE TO THE BILLING OFFICE. THEY CAN BILL ME WHETHER THEY PROVIDE THE SERVICES THE CONTRACT STATED THEY SHOULD OR NOT.!!!

  

  Business response

  01/13/2023

  BBB- 

  We appreciate the feedback and acknowledge receipt. After reviewing with the appropriate resources, we learned the following details and hope we are on track for a better status with the client going forward. We apologize for frustrations and hope to be in better sync as we truly hope for the best success for this client.

  After the client registered with us, the Dr took an extended leave / vacation. The implementation coordinator attempted to provide daily calls, but the practice was only able to attend a couple times in November.  We also had some challenges with their EDI information we worked through, yet delays did occur.
  
  We feel things are starting to ***************************. The sales rep will be reaching out to discuss monthly billing and hope to resolve any concerns at this point.

  Sincerely,

  AdvancedMD

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thank you for your assistance with this. I had a very difficult time getting my subscription cancelled with this company. They would not return my emails, and when they finally did, they agreed to cancel my subscription after two more payments.I reluctantly kept the subscription and made two more payments, and they continued ignoring my request for cancellation. They finally cancelled the subscription after I made a complaint with your service, the Better Business Bureau. The problem is, they waited another full month to cancel and now they are demanding another month's dues of $1500. They are harassing me with collections calls and lawyers. I appreciate your assistance very much.

  

  Business response

  12/31/2022

  We sincerely apologize for the ongoing frustration. This will be reviewed on Tuesday, Jan 3 when accounting and collections are back in the office. If the agreement was kept, there should not be additional charges. Sincerely, AdvancedMD

• Initial Complaint

  10/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contacted Advancedmd to use their EMR web based program. Contract was signed in July.. It takes 90 days for clearinghouse to be set up. We could not access the system, we cannot input data, we cannot bill out of system. *********** is now charging me for a services I cannot and did not use. Spoke to a rep who promised that we will get reimburse and trained on how to access the options provided. We are still waiting.

  

  Business response

  10/25/2022

  Hello, BBB-

  We acknowledge receipt of the client's complaint and apologize for the frustration surrounding it. We have reviewed it carefully and coordinated with the sales organization for additional context and understanding to resolve the concerns. In addition, sales reached out to the client and has processed a credit for the month of October. The feedback has also been shared with implementation leadership.

  We intend to improve the client's onboarding experience and wish them all the very best success with their practice.

  Sincerely,

  AdvancedMD

*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. ↩