Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Cookie Preferences

Many websites use cookies or similar tools to store information on your browser or device. We use cookies on BBB websites to remember your preferences, improve website performance and enhance user experience, and to recommend content we believe will be most relevant to you. Most cookies collect anonymous information such as how users arrive at and use the website. Some cookies are necessary to allow the website to function properly, but you may choose to not allow other types of cookies below.

Necessary Cookies

What are necessary cookies?
These cookies are necessary for the site to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.

Necessary cookies must always be enabled.

Functional Cookies

What are functional cookies?
These cookies enable the site to provide enhanced functionality and personalization. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, some or all of these services may not function properly.

Performance Cookies

What are performance cookies?
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Marketing Cookies

What are marketing cookies?
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant content on other sites. They do not store personal information directly, but are based on uniquely identifying your browser or device. If you do not allow these cookies, you will experience less targeted advertising.
Share
Business Profile

Medical Billing

AdvancedMD, Inc.

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Filter by

Showing all complaints

Filter by

Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    october 17th 0f 2024 - "reciept" stating the package / plan- shondra the sales rep stated she waived 10k training / first 3 mths since i wouldn't start billing due to the time require setting up insurance enrollments and importing clients, learning the platform as i am sole provider and one income household. tiny print at the bottom reciept "terms of service" linked to their website - she told me at payment time i had within 90 days to determine if the platform was not working if support was not working , if I felt this would not be a good fit for my business to say sooner then later. She made a point of saying this and I asked are you sure, you mean I have a way out. - note they do NOT record their videos. I mentioned concern of slowness and poor support from reviews and she put it on the costumer but in her case it was a demo account. My trainer did not know answers, answered "idk to almost every error or ? we came across" import spcialist gave bare min communic. and brief checkin videos wherei felt rushed during and didnt understand and we "ran out of time"to fix, my imported clients and contacts went as one so i could not update charts / connect anyone because something was done wrong. i finally reached out to shondra about the poor training experience and platform errors/not working( i only have so many characters here to type). nov 27th they offered a new trainer - going on vacation, poor timing for me, i determind i could not have extra delays so i declined stating it was not enough time when back to fix, understand and use system. they offered "a few extra training hours", shondra email seperately threatened legal team and 6 month buy out, which i stated put me in a hard place. dec 2nd stated she thought i accepted a 3 mth buy out. i said did not accpt anything and would go to bbb, her manager zach entered, all these missunderstand. i dont feel safe speaking with this comp. many errors here, i should not have to pay 3 months for 2 months of poor assist.

    Business response

    12/09/2024

    I have reached out to the representative and the manager and passed the feedback on that you mentioned in the case. It appears you have reached an agreement with a member of my team. I am happy to reach out to you directly to discuss further if you would like.

    Customer response

    12/13/2024


    Complaint: ********

    I am rejecting this response because: i did accept an offer yes, as my option was limited to continuing with a platform i no longer trust and was not even able to use due to errors and a trainer who kept responding with " i dont know why thats happening",  a buyout of $870.24 totaling 3 months or a lawsuit with and i quote “ higher legal costs for you than the buyout itself.”. As stated i was verbally told one thing that did not include any percentage of buyout if the platform and support was indeed not fulfilling for my business however i was at least willing to cover that time period of 6-8 weeks, and due to missunderstandings i dont feel safe continuing with this platform or having further communication. the emails were unprofessional and transactional i could not include them as attachments because they are "too big" to upload- again however i dont want a lawsuit - i just want people to see these responses to know what they may run into if they do have a wonderful person demoing for them to be aware thats not what may continue after they sign a contract- i feel i at least am owed an apology for jumping straight to lawsuit instead of trying to understand a missunderstanding before it jumps out of control. i will pay this 870 because i have no other choice.




     



    Sincerely,

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

    Business response

    12/23/2024

    I appreciate you giving that additional context. I am sharing your feedback with the Sales Manager. 

    Customer response

    01/05/2025


    Complaint: ********

    I am rejecting this response because:i get only 7 days to determine i accept that you didnt view or send my response, after you waited a month to share my response, and now i get to be concerned all over again that they will feel i am "poking the bear" and potentially serve me with that 12 month contract plus "more laywer fees" then i can imagine after all,  a month after we figured it was settled, when i shouldnt have had to pay anything but did accept there 3 month settlement out of fear.   

    Sincerely,

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

    Business response

    01/06/2025

    I apologize for adding additional stress to the situation. The agreement you made with the person that you worked with will be honored and nothing will change. 

    Customer response

    01/07/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is not satisfactory to me i have no choice but to accept it.  This is disappointing that you are supposed to be here to help businesses, and you failed mine.

    Sincerely,

    ******** ******
  • Complaint Type:
    Order Issues
    Status:
    Answered
    AdvancedMD entered into a contract with Be the Change Health and Wellness October 30, 2023. I was told we would have the key set up over the next 8-12 weeks and go live in January. We did not have the key set up in February. By March we attempted to bill a few sessions to insurance companies. By May 2024 we still had not received payments, ***;s or insurance benefits for the clients billed. We were unable to track the payments for clients that were billed. This resulted in a financial loss for our company as we had to pay another billing company to track down the payments. AdvancedMD continued to bill us and attempt to collect payments for a system that wasnt working. They tried to collect based on the set up process for the key and software. However our contract waived all set up fees. The fee was for the use of the *** and the **************** The *** took 5 months to set up and the billing was never functional. AdvancedMD threatened legal action if we didnt pay for this service that was not functional. AdvancedMD was unable to meet their contractual agreement.

    Business response

    10/10/2024

    Thank you for reaching out. I have met with the manager in Implementation as well as reviewed the termination request that was received on June 6th. In reviewing everything it appears our implementation work was moving forward but there were issues related to the Change Healthcare outage that took place due to the cyber attack on them. Based on your termination request (copied below) the termination is due to Change Healthcare, which is a third party that we do not have control over we are unable to issue a credit at this time. 

    Termination request:

     

    “Thank you for checking in. Sorry for the delay, it's one of those weeks. So after further reflection. What it comes down to is that we don't trust change health care. It has really messed up our billing. We are missing payments that were built through our old system as well as our new because of this we have therapist leaving our clinic really put a financial stress on our business even though we weren't doing a lot of billing with AdvancedMD, it makes sense that because the EDI contracts had moved over we lost Payments that were put out through our old system as well . At this time, we are not willing to move our EDI contract back over to advanced MD due to change healthcare. I love the software of AdvancedMD and the EHR services. However, I just don't think it is going to work for us. Your help has been invaluable and I really enjoyed making all of the templates. This is what has kept me going to give advanced MD a shot. The reality is we haven't been able to track our billing and that is just not doable for us. I understand this may change if we transfer those contracts over with change healthcare not 100% and still being investigated we can't trust it . I appreciate all of your work Kevin. However, we are going to need to go in another direction.”

  • Complaint Type:
    Order Issues
    Status:
    Answered
    In 2023, Peachtree Behavioral entered into a contractual agreement with AdvancedMD for the implementation of a comprehensive medical practice and billing system. AdvancedMD has failed to meet several critical deliverables under this agreement, specifically: 1) The training and implementation of the new system and 2) The migration of patient records to the new system..Additionally, AdvancedMD's disrupted the practices current clearinghouse and claims services without prior notice, leading to substantial revenue losses for the practice. While AdvancedMD charged Peachtree Behavioral multiple implementation, migration and monthly service fess, they made no attempt to effectively implement their practice management software in a timely manner. Consequently, Peachtree Behavioral suffered from considerable operational disruptions, heightened stress, delays in claims processing, and financial losses. As a result of AdvanceMD's many failures, Peachtree Behavioral terminated the agreement with AdvancedMD and is seeking reimbursement of $5,500 in fees paid to AdvanceMD.

    Business response

    07/29/2024

    Good morning,

    I am reviewing your complaint and wanted to confirm that I am in the correct account. I show that this account was closed in March of *********************************** January of 2023. In the work order it shows that we reached out on 1/18/23, 1/24/23, 1/27/24 and 1/30/24 without response. Is there a different account that I should be reviewing?

     

    ****

  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    I engaged with AdvancedMD and explained that I was looking for an EHR for my small practice. I advised during the sales call that I required a system that I could transition to and onboard quickly and I was told that this could be done within 3 weeks. I signed a contract with a "go live" date of May 12. It is July 12 and currently the system is not fully functional. As part of monthly package/invoice I am supposed to be able to submit claims directly through the **** which I cannot. Additionally, AdvanceMD promotes a self scheduling feature, which is part of the reason I signed with this platform. My scheduling feature does not work. One of the reasons it does not work is due to the fact that my implementation specialist, *********************** failed to properly enable my *** pay so that my office key could be properly set up. I was sent instructions to complete a series on documents to set up advance md pay and told to notify my implementation specialist as soon as this was completed, and I did so on 06/27/2024. This was either missed or ignored, but since that time my scheduling link has been non functional and therefore no new patients have been able to schedule appointments causing me practice to lose business. I even received complaints from potential patients stating that my practice was disorganized and unprofessional because they could not schedule appointments. I called and emailed almost daily to get the issue resolved only to receive an email on 07/10 that the issue was I never set up my Advance MD pay. When I forwarded my original email reminding not only my implementation specialist, but also her supervisor and the sales supervisor that I in fact did weeks ago and asked for a refund or at least a call back I did not receive either. I have since sent numerous emails to their corporate office to complain that have gone unanswered. I would like a refund of invoices paid to date or out of my contract.

    Business response

    07/18/2024

    Good afternoon,

    I have met with the implementation manager and they have agreed to assign a new implementation consultant. I have also submitted a credit for the requested amount. 

     

     

    Customer response

    07/24/2024

     
    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,

    *******************************
  • Complaint Type:
    Product Issues
    Status:
    Answered
    Advanced MD has not been able to provide the service that our company is charged monthly for the last 4-5 months. Several attempts has been made last 4 months to communicate the problem with their customer service. **************** has been unable to provide any explanation for service issues. Poor customer service feedback has been provided but has no reply from this company.

    Business response

    07/10/2024

    I see that you have several support cases (*******, *******, *******, *******, *******, *******) that have been closed after the answers were given, or requests for additional information were not answered. It appears that the issues are related to the Change Healthcare outage due to the cyber attack on their system. They are working on bringing all carriers back online but that is something on their end that they need to resolve. The information given in the cases was to contact the carriers to see what options are available directly through them.

    Customer response

    07/15/2024

     
    Complaint: 21951813

    I am rejecting this response because:

    Change healthcare Issue has nothing to do with it. Change healthcare issue started in Feb. 2024. The claims were going through until end of May 2024. Claims being rejected started June 2024. Now ***** is rejecting all claims stating name mismatch. There is issue of name change somewhere at AdvancedMd or clearing house. AdvancedMD deals with clearing house. If clearing house is unable to provide services then Advancev MD should not charge for services. Stating that we are not responsible for our allied company issues ( clearing house) that we use to provide services is ridiculous. I need solution not excuses or you should state you are unable to provide the service that you are charging people. 



    Sincerely,

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

    Business response

    07/17/2024

    It appears that on case 2851479 you were advised that the claims are showing on the *** report and were rejected by the payor. For those errors you will need to contact them directly. I know it has been a frustrating situation but there have been many issues from the *** outage. I will submit a credit for one month of service for you. 

     

    ****

  • Complaint Type:
    Billing Issues
    Status:
    Answered
    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. 
  • Complaint Type:
    Customer Service Issues
    Status:
    Answered
    *********** 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. 

  • Complaint Type:
    Product Issues
    Status:
    Answered
    *** 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.

     

    ****

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    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. 

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    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,

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

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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.