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:03/06/2025

  Type:Billing 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.

  Office Ally used to charge a small fee for e-fling health claims for 2 doctors at ***********************. All of a sudden, for a 2-3 claims, we are charged separately $89.90 and as this was an outrageous fee, we called them to reverse this, they refused. The ** is ripping off as they charged huge money for ******** claims which was a rip off. There is NO clarity as to what they charge and what they are not supposed to due to a huge insurance list which is hard to navigate. They sued to charge about NONE to $0.35 for a paper claim nut now, they are ripping off PCP office. We ask the ** to reverse their outrageous fees $89.90x2=$179.80 refund ASAP.Thank you.Dr. *****, ************************ manager

  Business Response

  Date: 03/17/2025

  Thank you for bringing your concern to our attention. After review and assignment to a Client Support Supervisor, weve reached out via email and phone messages to discuss your account balance and our policies regarding fees. Please note that the office message states Dr. ***** is on sabbatical for 2025. Our team is happy to assist furtherplease feel free to respond directly to our emails or voicemails at your convenience.

  Customer Answer

  Date: 03/24/2025

  Hello Brittany,

   

  I was not able to communicate with th BBB today when I tried and you removed the menu! I did not get enough time to reply.

   

  OfficeAlly was emailed the reply that it has bad business policy and they should not have charged exuberant fees and the. polic was not transparent. If we knew it, we would not have used them.

   

  They need to refund all charges (not only the double charges).

   

  I specifically told the OffieAlly to reply by email & NOT TO CALL OFFICE. OA reply to BBB is useless.

   

  Dr. *****

  Business Response

  Date: 04/08/2025

  Upon further review, a member of our Client Support leadership team has thoroughly investigated the account and confirmed that the disputed amount was successfully credited, resulting in a zero balance. The assigned team member has also made attempts to gain contact and provide an update. We appreciate the opportunity to assist and remain available should any additional support be needed.

• Initial Complaint

  Date:02/24/2025

  Type:Billing 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.

  Office Ally has deceptive marketing tactics. It says you can try the software for free but then they start sending you bills. There is no way to cancel or delete your account yourself and they do not respond to requests to cancel or delete the account. They just keep sending bills despite having prominent advertising that you will not be charged and me never signing up for any specific service other than a free trial view of their (horrible) software. I have asked them to delete my account and stop billing me and they have never responded at all. Case # ******** and Case # ********. Office Ally, delete my account immediately.

  Business Response

  Date: 03/04/2025

  Thank you for reaching out regarding your concern. This case was assigned to a Client Support supervisor who, after review, located the account and completed the cancellation of your account. Additionally, we have credited the disputed charges. We appreciate the opportunity to support you.

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On the front page of Office Ally, it prominently states Start for Free, which is highly misleading. Nowhere does it clearly disclose that users will be charged a significant fee for filing claims. There is no upfront pricing information, no estimated cost shown during the claim submission process, and no clear warning before finalizing the transaction.I filed three claims through their platform, only to later discover that I was charged over $100. When I called their customer support for clarification, I was met with rudeness and dismissiveness. Their representative simply pointed to the fine print buried deep within their website, which is deliberately difficult to find. This lack of transparency is deceptive and unethical.Consumers should not have to dig for pricing information, especially when dealing with sensitive financial transactions in healthcare. Office Allys misleading advertising and hidden fees create a predatory business model that takes advantage of users. I am requesting a full refund for the charges incurred and urge the BBB to take action to hold Office Ally accountable for its deceptive pricing practices.

  Business Response

  Date: 02/20/2025

  Thank you for bringing your concerns to our attention. At Office Ally, we are committed to providing clear and transparent pricing information to help our customers make informed decisions. Our pricing details are readily available on our website under the Pricing section at the top of the page, where data sheets outline any applicable fees. We regret that your interaction with our support team did not meet the level of professionalism we expect. This matter has been escalated to our Client Support leadership team for review. After assessing your concern and account, we have issued a credit for the requested balance. We appreciate your feedback and the opportunity to improve our service.

  Customer Answer

  Date: 02/20/2025

   
  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

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am a mental health provider and use Office Ally as my clearinghouse. They have charged me for submitting claims to non-participating insurance companies yet when I call to follow up about claims with those insurance companies they have not received any of the claims. I've submitted a ticket to Office Ally over a week ago and have received NO response to this issue. I have also tried calling twice. The first time I called I had to eventually hang up after being on hold for 50+minutes. I am currently on hold again and it's been 45 minutes so far. This is ridiculous. There is no one to talk to and they are charging me for a service they aren't performing.

  Business Response

  Date: 01/30/2025

  Upon reviewing the customers complaint, we conducted a thorough investigation and assigned a Client Support Supervisor to contact the user and address their concern. Our ********************* has confirmed that the account was credited for the fees related to this issue. A Client Support Supervisor has been in contact with the user and confirmed that they are satisfied with this resolution and do not require any further assistance.

  Customer Answer

  Date: 01/31/2025

   
  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

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 received a bill from Office Ally, but I do not have an account with them. I use Optimantra EHR but am cash only, I do not have Office Ally integrated with my account since I do not accept insurance. I tried contacting Office Ally multiple times. I finally received one response stating I needed to pay the bill. They didn't even take into account all the emails I sent stating I do not have an Office Ally account or that my EHR system doesn't have Office Ally integrated since I do not take insurance. I want the bill retracted.

  Business Response

  Date: 01/30/2025

  Upon reviewing the customers complaint, we conducted a thorough investigation and took the necessary steps to resolve the issue. To address the complaint, we canceled both EHR and ************* services on the users account. Our ********************* has confirmed that the account balance has been adjusted to remove charges for these services, leaving it at $0. A Client Support Supervisor contacted the user on 1/22 and confirmed that they are satisfied with this resolution and do not require any further assistance.

  Customer Answer

  Date: 01/30/2025

   
  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

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been unable to process any claims as a health care provider for the past 7 days.I have been told by the company I use for billing **************** that they have been in contact with Office Ally. They have been unable thus far to get Office Ally to recognize that they are having a problem with their system

  Business Response

  Date: 12/31/2024

  Thank you for contacting Office Ally regarding the processing issue with your claims. After reviewing the details of your inquiry and our conversation on December 23rd, we are pleased to confirm that the issue has been resolved. The problem stemmed from an invalid payer ID qualifier in loop 2010BB NM108, where the qualifier "XV" was being submitted instead of the correct qualifier "PI". This discrepancy led to claim rejections. As of December 29th, your software has corrected the qualifier to "PI", allowing the claims to process successfully. A clean claim was submitted on this date and has been forwarded to the insurance company.

  Customer Answer

  Date: 01/01/2025

   
  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

  Date:12/13/2024

  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 signed up for a free account to check out their services. I have not used their service. Now all of sudden Im being billed for a service I dont use (and thought was free), and they have made it impossible to cancel.

  Business Response

  Date: 12/23/2024

  Upon review, it was determined that the customers original cancellation request in November, if processed correctly, would have avoided charges for December and January. The account has been adjusted to remove these charges. A Client Support leadership team member is actively reaching out to provide a detailed explanation of the services, fees, and where this information is available in our product data sheets. The team will continue working with the customer to ensure all concerns are resolved promptly.

• Initial Complaint

  Date:11/19/2024

  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.

  On November 1st, I sent my final complaint via email about ongoing issues with claims that are appearing as "passed/accepted" when Imagine360, has repeatedly said that they are not receiving any of my electronic claims from Office Ally. This has been an ongoing issue with the payor Imagine360 since March of 2024. Enclosed is my third to last emails to customer support dated September. ******** finally responded and set up a time for a call, that I missed due to an emergency.Supervisor ******** contacted me on 9/13/24 once and left a voicemail, while I was in the middle of an emergency, and I never heard back from anyone again after his missed call.I will no longer wait for ******** or any other representative to finally resolve this issue and reimburse me for over 8 months of failing to offer a program that works as your market it. Office Ally owes me not only an apology for 8 months of delays in finalizing this major issue with a long-time customer, but a credit for every ********** claim that has failed along with partial compensation for the monthly charges that you have charged me for having to resort to printing all Imagine360 claims. If your company is not adamant in resolving this issue by the end of November, you will be pushing me to resort to further legal options and discussing this with both colleagues and ********** are the all the claims in question with ************************************ dates 10/10/24-10/31/24 ********** service dates 10/2/24-10/3/24 ********** service dates 9/5/24-9/19/24 ********** service dates 7/18/24- 9/4/24 ********** service date 7/11/24 ********** service dates 5/14/24 - 7/1/24 ********** service dates 6/6/24 - 6/13/24 ********** service dates 4/25/24 - 5/29/24 ********** service dates 4/5/24 - 4/10/24 ********** service dates 3/7/24 - 3/14/24

  Business Response

  Date: 11/27/2024

  After reviewing this concern and speaking with the customer on November 27th, our team gathered the additional information needed to conduct a thorough investigation. We are currently attempting to contact the customer to address their concerns. We sincerely apologize for any frustration this may have caused and remain committed to resolving the matter promptly.

• Initial Complaint

  Date:10/24/2024

  Type:Order 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 signed up for a $0 plan for Office Ally to send my billing to Blue Shield of **************** I received a bill for $50 for their service.Their website contains fine print that states that the customer may be charged $39.95 if the insurance company they are billing to is "non Par". It is very difficult to find this "Non Par" list...when I finally did, I typed in Blue Shield of ********** and it only has dental billing listed thus I assumed that Blue Shield if California is not a "Non Par". Also I should add that Blue Shield's website sent me to the Office Ally website - so I assumed they were participating.The office Ally website is therefore not clear enough and should be revamped so as not to confuse and/or mislead potential customers. The also did not mention that there was a $10 add on for client eligibility...this was definitely a sneaky add on that I never consented to.

  Business Response

  Date: 11/15/2024

  We take your concerns seriously and strive for clarity in our services and fees. Our terms, including charges for "Non-Par" payers and "Eligibility and Benefits" requests, are outlined in the data sheet provided during account setup as well as accessible on our website by clicking Pricing at the top of the page. Blue Shield of ********** is listed under BS001 or BS California on our payer list, and we regret any inconvenience in locating this information. Our support leadership team is in the process of reaching out to ensure that all concerns and questions are handled and resolved.  Thank you again for sharing your experience, and we appreciate the opportunity to support you.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am a healthcare practitioner that uses Office Ally to process my insurance claims. I was double charged for service the month of February 2024. This duplicate charge has resulted in my account being disabled for owing a mere $39.95. I pay my bills and have been using their service since 2012. Over the last 6 months, I have spent at least 4 hours in multiple phone calls to discuss this issue. Disabling my account for their accounting mistake disrupts the flow of business and impacts patient care. I am considering discontinuing serving as a ******** provider since the system seems to punish providers that bill more ******** claims than private insurance claims. I would like the duplicate charge for February to be removed and my account to be opened again.

  Business Response

  Date: 10/07/2024

  Following a thorough investigation, we confirmed that a member of our Support leadership team has been in direct communication to review best practices and ensure a sound understanding of the correct processes when using our tools. Additionally, we provided a detailed explanation of our pricing structure and offered guidance on how to avoid unnecessary fees. We have also verified that the payment for the most recent invoice has been received and properly applied to the customers account, which is now active and ready for continued use. Should the any additional assistance be needed, our team remains available to support.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22349179
  
  I am rejecting this response because: As I mentioned in my original statement I have spent hours on the phone working to understand what happened.  Yes, they did explain some things to me after the additional fee for the month of February was charged.  However, I reject the statement "we provided a detailed explanation of our pricing structure" because I do not recall ever being informed that a sole practitioner could get double charged for a month of service.   As a customer since 2012 I never knew that it was possible that I would have gotten double charged for a month of service until the fee ended up on my billing statement.
  
  Sincerely,
  
  ******** **********

  Business Response

  Date: 10/21/2024

  Our sincere apologies for any confusion caused during the previous interaction regarding the billing process. To clarify, a practitioner may be charged twice when the rendering *** is absentonce as a billing provider with a tax ID and once as a rendering provider with a tax ID. Our Client Support Manager, **** ************, personally reached out to provide further explanation on October 18 and again this morning. Our team remains available to assist with any additional questions or support you may need.

  Customer Answer

  Date: 10/21/2024

   
  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 **** did receive an email message from Office Ally with an explanation and they did say they will credit my account for the error.
  
  Sincerely,
  
  ******** **********