ComplaintsforAdvancedMD, Inc.

• 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

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked to cancel this account many times, they are not even returning calls or emails at this point. I was promised 95% collection of receipts so the rate was agreeable at the time of initiation of contract. They have been able to collect somewhere around 50% and are now charging about 1/3 of this for their billing fees. I am having to close my company as a result because I can't afford this. I have asked them to therefore adjust their fees and they do not respond to my calls or emails.

  

  Business response

  08/19/2022

  Hello, BBB-

  We appreciate the feedback and opportunity to respond. We do hope to find an acceptable resolution to this matter. The department that worked directly with the client provided the following summary of the events and steps to resolve things:

  *The client hasnt been able to credential with large carriers as anticipated (her pricing was built based off her ability to credential with her carriers).  She isnt receiving enough to justify her minimum fees with us due to this issue.

  *AdvancedMD applied a credit in May and reduced her bill.

  *AdvancedMD has not received a written notice to term the contract per the terms of service. We request she resend it to her sales contact for processing. AdvancedMD reached out directly earlier as well in order to close the loop on the termination.

  We wish the client all the very best.

  Regards,

  AdvancedMD

  Customer response

  08/25/2022

   
  Complaint: 17722711
  
  I am rejecting this response because: There have been several requests to cancel as some of the correspondence is pasted below. I have many more emails that I can share where I have reached out to cancel and had no response. The last is where they promised me they would cancel after two more payments. I have since made two payments after that email and they continue to ignore my emails. They have no concern of the financial hardship this has caused me and my company and ultimately caused me to close my doors due to poor performance and extremely high charges. I appreciate your help in this matter. 

  Here are some of the emails;

  Thank you for the email. I had sent your last email to my management to come up with options of what could be done. I know they were working on something I will forward this to them and make sure they respond fast. 
  
  On Jun 11, 2022, at 8:13 AM, PineCreekMH <********************> wrote:
  
  
  Hide original message
  ?Hi ******,
  
  
  I emailed a while back to see about changing back to doing my own billing. As you can see, I'm still being charged $1500 for having had around $5000 in receipts. I have tried to contact **** but she is out. She canceled our phone call and I have not heard from her. Again, this is beyond affordable or doable for my small practice. 
  
  
  At this point I'm pretty upset and would like to cancel advancedmd altogether. I expected a lot of billing issues to be handled for me but instead, I get more work added to my plate by your specialists, or my patients get billed and call me, very upset.
  
  
  Please let me know if we can stop the billing ASAP. Thank you.
  
  
  
  
  Sent from Proton Mail for iOS

   

  
  
  Hi ******,
  
  ***********;******** had asked that I reach out to you regarding your request to move off the *** Services agreement and over to a software only agreement.
  
  We understand you are currently seeing a decline in your patient volumes and have also taken another position. We do want to be able to retain you as a software only client. In looking at your agreement for ***, there was an initial 12 month agreement there, we can move you to software only after you have paid 2 more full payments ($3000) from what you have already paid for the services, then contractually we can then move you over to software only. You will still be able to use the full suite of *** services of AdvancedMD as you are today until we switch you over to software only.
  
  I will keep an eye on your account for when these last *** payments come in and then we can switch you over to software only.
  
  Please let me know if you have any questions here.
  
  Thank you!
  -----
  **********************;| NATIONAL SALES MANAGER
  
  O: **************
  M: **************
  advancedmd.com
  
  
  A Global Payments company
  
  
  
  Sent from Proton Mail for iOS
  
  
  
  

  

  Business response

  08/26/2022

  Hello,

  A termination request has been processed by accounting for the effective date of 9/1/2022. We apologize things did not work out and hope all will go well for the practice moving forward.

  Best regards,

  AdvancedMD

• Initial Complaint

  06/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have used AdvancedMD services since 2018. We were looking for a billing service and our representative set us up with a call with AdvancedMD RCM services who we signed a contract for and lasted for a little less than a year. Our services concluded with RCM as of 4/30/2022. Now we currently use their standard PM and EHR software. While using their services our Accounts Receivables only increased rarely decreased and when asked about this they always put the blame on our office and stated they would look into it. They continuously billed us for work that seemed to not get completed. We also consistently questioned invoices because what we were getting billed for (per encounter) never matched our records the numbers were always off. When we wouldn't pay an invoice while waiting for a confirmation of what transpired a month before we would get an email stating that if the invoices were not paid within 10 days they would shut off the service. As we felt that we were backed into a corner we would pay the invoices. Just today 06/24/2022 we called Advancedmd to go over invoices that are outstanding. We received two invoices for the month of May one for our standard and the other for a "Wind Down Period." The wind down period bill is totaling $11,000.08. I have an email from our account manager Rebecca H******* who states " If you are moving to billing with Advancedmd software in house-then any wind-down period would be waived and you can continue to enter charges as usual." If we haven't saved our emails with this correspondence they would have charged us which is both illegal and unethical. Again getting pushed into a corner to pay bills within 10 days or the service will be terminated is not correct especially when we do agree with what we are being billed for. We were also questioning the AR total and were left with a complete mess to clean up not sure what they were winding down.

  

  Business response

  07/05/2022

  Hello, BBB-

  We apologize for the confusion through this transition. We hope to explain things in a way that help clarify. The following is a summary of a review completed by revenue cycle management leadership:

  The client is not being billed for a wind down period.  Services were terminated on April 30, 2022 and since RCM bills in arrears on collections from the previous month she received her final invoice on May 10, 2022. The client also received an invoice in May for her PD contract since they bill for current month.  The client has paid both of her PD invoices and so she is in no danger of having her service terminated. 

  The billing issue raised was ongoing and started before they came over to the main medical billing team. Reports used to document the encounters being billed for were shared and they insisted they didn’t match their records. Unfortunately, their records were not shared.  The transition team did a comprehensive audit of all their invoices before they moved over to Operations and that documentation was shared with the client.

  We hope to ensure there is an understanding of where things stand and are happy to continue to work through any gaps in understanding.

  We do wish the practice has great success moving forward.

  Sincerely,

  AdvancedMD

  

  Business response

  07/18/2022

  Hello, BBB-

  The planned call took place last week. PD and RCM invoices were discussed. The 5/1 invoice was for the month of May for practice direct fees. The 5/10 invoice was the final RCM invoice for April fees. On the 5/1 PD invoice, the words that are normally on the RCM invoices were left on (our error) and that confused them. It said "Collections from 4/1/22 to 4/30/22." Of course, that was not correct. Those are the May PD fees. We apologize for the confusion. 

  The client was not double charged for RCM services or for any wind down period. There are charges on the PD invoice that need to be reviewed. Our client experience team will assist.

  We appreciate the opportunity to assist and respond.

  All the best,

  AdvancedMD

  Customer response

  07/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  As we did have phone conversation with AMD we did pay this invoice.  Even though the kept indicating that there was a mislabel on the bill we just paid it because if we didn't they will shut our system down. 
  Sincerely,
  **** *****
  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On top of the $900 monthly fee I pay AdvancedMD to host my medical practice data, I was asked to pay $3500 for a one-time download of my data. I paid the $3500 over a month ago. Despite asking for the status multiple times over the past month, I cannot get a date when this data is going to be downloaded. I have heard from some teams which other team at AdvancedMD has the ball, but that's an internal problem - my problem is I paid money and can't even get a date much less the data I have been paying for them to host. I have the time to write out this situation today, because we are supposed to be ingesting the data into a new system which we are paying for that has no data in it. Stepping back from the urgent situation, I have yet to see what I am getting for an additional $3500 one-time shot in an era of instant backups and cloud downloads at the press of a button - feels like "my data" is their hostage.

  

  Business response

  04/20/2022

  Hello, BBB-

  We appreciate the feedback and the opportunity to assist *****. We acknowledge the data export has taken too much time and sincerely apologize to ***** and the practice for causing additional frustration and delay. Currently, the *** export is being worked and is anticipated to be completed by tomorrow with a hope of no later than Friday. The *************** work is expected early next week - yet by the end of this week if possible.

  This effort has all the right resources working it as well as visibility with leadership to ensure this is receiving the priority it should have had all along. 

  We wish ***** and the practice all the best success!

  AdvancedMD

• Initial Complaint

  12/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a Mental Health Provider. I worked with Advanced MD as my Electronic Health Records along with provider for billing services. Upon completing services with them for a year, (as per contract) I asked to end the contract to seek out alternative EHR that would be more comprehensive. Advanced MD prohibited me from being able to retain my client records by blocking access. Access was allowed for less than one week after I informed them of my decision to go with another company. I was forced to pay in order to gain access to my clients records. After paying an excessive amount over a thousand dollars. This information was not placed into a format that was able to be downloaded or readable. I was refunded this money, but forced to pay again in order to download the records on my own. I am now attempting to gain access to my AR that I am also being told I have to pay in order to receive access to this information. Advanced MD has been extremely unethical refusing to allow therapist access to records or AR, these services were paid for during the 12 month contract. This contract was also not allowed to be broken until 3 months after the 12 months were over.

  

  Business response

  01/07/2022

   

  Hello, BBB-

  We appreciate the opportunity to respond and sincerely hope to rectify this complaint. In researching the complaint, the following provides a summary:

  After a year as an AdvancedMD client, the practice wanted to terminate ************************ and possibly become a software only account. Sales worked with the practice to pursue this option, yet they decided to switch to a different EMR vendor. At this time, the practice asked for a copy of patient records. It has been deemed fair and reasonable to charge for this service and is a generally accepted practice across software vendors.

  The cost was discounted, and when it was determined not in the form the practice would like (pdf), the full cost was refunded. The expectation for pdf format was not communicated until after time, resources and tools were used for the data extraction. Yet, it is not certain if AdvancedMD clarified this point either, to be fair. There is a general understanding the software company a practice goes to may assist with importing the data. Access was given to pull the data in pdf form.The practice contacted sales to term the account right after the deadline so was charged another $250 after it was determined the practice no longer needed the account open.

  It is felt the practices biggest frustration is perhaps the export and the delays along the way. We sincerely apologize for this. If the practice is interested, we would be willing to provide access to patient records for a period of time to allow the pdf version of the records to be obtained. We will do this at no cost. Also, if there is an amount the practice still feels should be refunded, we will consider the request by comparing our accounting records with what has already been refunded.

  Best Regards,

  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. ↩