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Complaint Details
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Initial Complaint
07/28/2024
- 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?
****
Initial Complaint
07/13/2024
- 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,
*******************************Initial Complaint
07/07/2024
- 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.
****
Initial Complaint
06/03/2024
- 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.Initial Complaint
04/09/2024
- 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.
Initial Complaint
02/07/2024
- 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.
****
Initial Complaint
12/31/2023
- 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.
Initial Complaint
08/30/2023
- 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,
*************************Initial Complaint
05/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
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
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Contact Information
698 W 10000 S
South Jordan, UT 84095-4031
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Get a QuoteCustomer Complaints Summary
30 total complaints in the last 3 years.
14 complaints closed in the last 12 months.