Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  AthenaHealth is the third-party billing service that my provider uses. I was billed $293 over my Patient Responsibility for two of my office visits with my provider. I contacted AthenaHealth a total of 5 times from 6/18/2024 to 12/15/2024 to try to correct my invoice that showed Total Charges of $821 for both office visits. My insurance provider, ******, had processed the claims and sent AthenaHealth the *** for both claims. However, AthenaHealth's representatives told me each time I called that they either never received the **** or I was told that ****** needed to complete a coordination of care. Neither excuse made sense to me as I only have one insurance provider and ****** confirmed that the **** were sent to AthenaHealth. I was finally forced to pay the total amount of $821 when they sent me to collections. This overcharging by AthenaHealth is due to either inaccurate records or mixing-up of patients. Due to their incompetence and unwillingness to correct my issue, I was forced to pay the extra $293. AthenaHealth's billing practices are unscrupulous. Consumers should be aware if their medical providers use their billing services.

  Customer response

  01/14/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Athenahealth provides the patient portal service for my doctor's office. At my appointment today (06 Dec 2024), I mentioned that I was having trouble logging into my account, so the provider initiated a password reset email to my address. Although I received an email, the body of the message said it had been blocked because the sender's email was not properly authenticated, specifically that it did not pass DMARC verification and was rejected by the server. The provider suggested that I download the Athenahealth app and attempt to reset the password there, but the result was the same. They told me there was nothing they could do and that I must contact Athenahealth for assistance.The support line was very unhelpful to patients. All of the options available read me a recording of information I could easily find on their website, told me to contact the provider, and then disconnected the call. I finally reached an operator and explained what was going on, that my provider was unable to help and told me to call them for resolution. She transferred me to a representative (******) and when he heard that I was a patient, proceeded to tell me that this line was for providers only. Several times I explained that the password reset emails they were sending were not properly authenticated and that my provider could not assist me, but he'd just repeat back the same thing. I asked to speak to a manager and he repeated it again.I have an account with ********************, a business responsible for the portal that my provider uses to communicate my health information. To access my account with ********************, I need to reset my password but there is a technical problem with the emails they're sending for this purpose. When I call Athenahealth, no one there will talk to me or help to resolve the issue. There is no other way for patients who use their services to contact them and until this issue gets resolved, they are effectively blocking me from access to my medical records.

  Customer response

  12/19/2024

  I have not heard from the business in response to my complaint. As mentioned in my original submission, I did speak with a representative by phone but they ignored all of my requests for assistance. They refused to answer questions about why their password reset emails were not passing authentication with ******'s email server or to otherwise help me reset my password. When I asked to speak to a supervisor, they ignored that request, as well. Based on this experience, and the fact that they did not take down any of my contact information, I do not expect that the business will contact me directly, which is why I initiated this complaint.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I went to ******* on October 21, 2024 and gave them my insurance. I paid my $30 copay. On November 18, 2024 I received an email from Athena stating that $299.00 would be taken out of my debit account on 11/22/2024. I called and told them that insurance should have covered that and that I paid my copay. I should mention that i never authorized this transaction with them. On November 19th I received an email from Athena stating I have an updated bill showing a balance of $0. On November 26, 2024 i received an email from Athena stating they took $54.59 out of my debit account. Again, this was not authorized and no notice was given. They simply charged my account. When I called my insurance, they stated Athena never sent a claim. Athena keeps giving me the run around. They are not looking at who to send claims to. My insurance was updated in May and is not longer PHP Three Rivers, it is PHP Freedom, which is clearly marked on the insurance card I gave them. I've tried explaining this as well and I get the same answer, Athena has put notes on my account. Meanwhile, my account was overdrawn for a bill I never should have got and from unauthorized charges.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Repeated phone calls for a bill that was paid in full for a rental to ***** *****, my wife, that was returned Sep 29, 2004. I received a receipt and woud have paid more if I had owed it, but was told there was NO OUTSTANDING BALANCE. I want the phone calls to stop. I'll NEVER PAY anything by phone, EVER!Stop calling or come to my house in person.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  unable to delete profile and data. While their portal allows me to sign in with my email and password there are no options to contact them, or request an account deletion

  Customer response

  10/20/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  8/14 I have been attempting to change my account password and get an error: Error: Missing client_id query parameter. You must provide a client_id.I have tried multiple browsers, disabled extentions,VPN.Being unable to change password is a serious security concern, yet there is no straight forward way to report technical issues on the portal or the company website. This is a software company.Further, MFA account protection setup does not retain settings and just keeps requesting setup over and over. This also prevents me from resetting password once logged in, as well as accessing privacy and security settings. This is a huge security concern for a health records company and needs to be addressed immediately for the safety of all users.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a bill yesterday from a doctor that supposidly provided me care during an emergency visit 6 months prior. I called my insurance because they had approved my emergency visit ************ had no record of this doctor ever filing with them. They triple checked ************ there was nothing. They called the number provided on the bill on my behalf to explain that the doctor needed to actually submit the claim but the phone number was disconnected. The account number on the bill for online portal access did not work. I tried contacting the company through ******** because it was the only contact I could find & they said they couldn't help patients directly. I googled & found a number for the doctor's office that was tied to the *********** said billing was closed & they "didn't know the hours but maybe 7:30-4". So I called the number on the bill today & it did ring through this time. I relayed the information my insurance gave me & was met with ********************* The person on the phone never gave me their name. They repeated that the doctor did file, & I said "no my insurance has no record whatsoever, so if I need to give my info again please let me know, but he has to actually file with my insurance." The person on the phone asked for a PO box to send the bill to, I said my card didn't have any, but they do provide a phone numebr that providers can call. She said "yeah we won't call." I then heard some ************ said "ok yeah please disregard the bill, it needs to be sent to a different PO box for insurance, so I notated it." I said Ok thank you, because insurance said it needs to be submitted in order to be paid, & she still tried to claim it had been but needed to have just been sent to a 2nd box? I asked for a name/claim number in case I have issues in the ************ said "It's notated babe" very snarkily. It seems fishy to me & not legitimate & I hope it's actually resolved since it's a huge *********** never actually filed with my insurance.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Last August... I went to village medical for a general checkup. The nurse practitioner filled out the form incorrectly. Then, they sent me an exorbitantly high bill. Every 3 months, I go round and round between their horrible and incompetent customer support and my horrible/incompetent insurance company.Finally, I'll get them on a conference call with my insurance company and both Village Medical and ********** will swear up and down that they'll get the bill taken care of, 3 months pass, and then... you guessed it, these incompetent scam artists send me another bill. Let them know, if I ever get a bill from them again, I'm going to *** them.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I contacted AthenaHealth to gain access to their API for their Preview environment in June of 2022. In July, somehow they got me to sign a contract for their API preview environment for both their practice and Marketplace program separately, with me not realizing that I had signed up to pay twice for one access. They began charging my business and personal accounts for access to their API and Preview environment despite only giving me one client ID, and access to one Preview environment. Since the first account was never used as it was associated with a practice account for a medical practice that was never opened, they sent me a termination letter regarding that practice after a year. The contract for the practice API account stated that it must be associated with a practice to be functional. This is irrelevant, since I was never given 2 client IDs, or access to 2 preview environments. I thought it was a clerical mixup on their end, but it seems to be a deceptive business practice. As an Electronic Medical Record software company, as per the ***** Act, legally they are required to allow developer access to patient information through FHIR API calls. They strongly discouraged this from the start, promoted their own API calls, and did not offer any access apart from paid Sandbox access, unlike recommended industry practice.I did not notice that I was being charged on both accounts until almost 2 years after the fact. I brought this up to their team over 6 weeks ago. I could not get a response from their accounts receivable. ******, from Accounts Receivable, the person who responded was dismissive of the entire thing, and did not even know that they had terminated the practice account almost a year ago. She has not responded to further communication, I only requested moving the improperly charged funds to my Marketplace account, and had not even asked for a refund. I am wondering if their CEO, *******************, condones these shady business practices.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Athenahealth, *** is a company I was using as a small first time business owner to try and help me as a doctor with billing and claims; Athena was so terrible to work with and was so focused on taking my money instead of helping me to make money and retain money. I have complained and begged for them to help me with billing issues that were constantly arising and I got the run around and generic answers to pacify me so that my problem would be ultimately ignored. My problem with Athena is that they promise and contractually state they are going to do things that they dont do! They also try and blame you or make you in charge of doing things they claim they do for you. They also know that once all your money and information is tied to Athena that there is nothing you can do as a provide. They know in order to rectify the issue and switch to a different company is so difficult. I hate this company and I dont think I can say that about any other company that I currently am in business with. I work with ****** and there are things I dislike about the company but I can say that Id never write a bad review for the simple fact they do exactly what they say they will do for you! Athena is a crooked company and they are currently being sued for that very issue.

*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. ↩