Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Updox has terrible customer service and unreasonable business practices! UPdox never got back to my office when I had my assistant call them in May to discuss my account as I knew that our annual contract was up for renewal in October. Then contacted them again in July and then September. Never heard back from them in May. They completed just one of the tasks we asked of them in July. In Sept had to wait 4 days for a return call and was told it was too late to cancel or change my subscription. They stopped sending me (owner of the company) invoices and notices about my upcoming renewal. It is very difficult as a busy professional to have to call multiple times to get a task done, which makes running a medical practice nearly impossible.We signed up with Updox in 2020 through our electronic medical record Practice Fusion. Even though we have 2 providers in our practice, we have experienced economic hardship (payment delays from insurance companies and patients not paying for services) in our practice so only 1 provider sees patients and the other covers for the practice and rarely sees patients. When I spoke with UPdox's rep ***** in October, I asked for our subscription to be cancelled and was told it was too late, which I honored. I wrote a letter of financial hardship asking Updox to reduce our subscription from 2 providers to 1 and was told their leadership team has refused my request. I was stuck having to pay a whopping $3970.30 for the entire year until October 2025 when our contract finally cancels. I think that considering I have been a customer of theirs since ******************************************** out, especially since I was willing to remain a customer and not outright cancel my subscription with them. Just very disappointed in my interactions with Updox and will be contacting Practice Fusion to let them know about my experiences. I would not have had to deal with Updox in the 1st place if Practice Fusion was connected with Updox.

  Customer response

  12/05/2024

  Hi There:

  Thank you for getting back to me.  I have attached the most recent invoice from October in this email as well as a copy of the letter of financial hardship I wrote to UPdox.  I tried looking for a copy of the contract with Updox and I am unable to locate one.  I honestly can't remember if I signed one back in 2020. Here's the link the the master service agreement from their website: **********************************************************************;

  Dr. Park

  Business response

  12/24/2024

  Hello Dr. **************** is to confirm we have received your complaint and desire to restructure your contract. There are some details here that were not revealed to me from the team. Please contact ***** again and copy me, ****************************************** and we will see if we find something more workable to you.

  -*****

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reached out to Updox to make changes to my subscription as I knew my one year obligation was about over and i had not received any notification or correspondence from the company and I did not know how the renewal worked. I was informed my change requests were denied because I missed the deadline by several weeks and I was now obligated for an additional 12 months to the same contract because of a clause in the contract about having to provide notice 60 days prior to the end of the term to make any changes of which I was not aware.

  Business response

  11/01/2024

  We have received your request to cancel the forms services on your account. Even though your practice did not reach out in the *********************************************** your September invoice on. We appreciate your partnership and we hope that our flexibility shows that.

  Customer response

  11/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Updox because I had no other option to utilize telehealth through the electronic health record I chose. I am a brand knew business owner. Yes, I signed a contract, but I have worked in the healthcare industry for many years and never have I seen a contract that if you do not cancel within 60 days of the end of the contract they renew you for a WHOLE year. So now I get to pay them a monthly fee of $54.97 for 12 months for absolutely NOTHING. Because they have a very crooked way of doing business. Their system is useless except for the use of HIPAA compliant videos. I have paid them for 1 year of $54.97 and used their services. But the next 12 months worth of $659.64 will be a gift to them, and one I have a feeling they get often! They are a SCAM. I would like all who even consider using them to be aware of their tactics before they wind up in my situation.

  Business response

  09/05/2024

  Two renewal emails were sent on 07/09/2024 and 08/21/2024 to *********************************** The earliest we can cancel the account is on 09/20/2025. Per our Master Service Agreement, 7.1.2 Annual. The initial term for annual subscriptions will be one year, thereafter, the Service Order will automatically renew for successive periods equal to the initial term, unless cancelled by either party by providing 60 days written notice prior to the end of the then current term, or as otherwise provided in this Agreement. You can view the *** that you agree to here *********************************************************************;

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Awful costumer service. I have issues with the application for the past few days, I have left voice mail messages and nobody returns my calls. I have engaged on live chart and they provide no professional solution to the issue other than "re-start your computer". I am the provider and I need to accommodate my time to them and deal with their lack of efficiency. This is what happens when we work with companies that provide "remote" assistance. Shame on you Updox, you know when to expect when the contract is over

  Business response

  09/04/2024

  Hi ******,

  We apologize you were not able to reach us on 8/14 in chat and we communicated that day. I confirmed with our support team that we reached out to you on 8/16 and 8/21 to make sure everything went well. On 8/21 you let us know we can close the ticket.

  The fastest way to reach our team is through chat on our website, Updox.com

  If you'd rather communicate through email you can send questions to support@updox.com or fill out a form here ****************.

  Customer response

  09/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not provided the services as paid. They have charged me for setup and monthly fees which I have been unable to use due to their error in transfering our phone service.

  Business response

  08/21/2024

  Dr *******,

  We apologize that you feel that onboarding has been slower than desired, we are on track to have you up and running by 8/19/24 and we hope you will enjoy your Updox experience.

  Please see the sequence of events our records show below: 

  - 07/15/24: The customer was informed by the AE that the porting process takes a few weeks and that they would need to submit the LOA that was emailed to them.
  - 07/22/24 Customer registered for Updox and submitted LOA
  - 7/23-8/2/24: Support requested additional information from the customer as the LOA had not been filled out completely on 7/23, 24, 25, 30, 31, and 8/2. Some information was provided by the customer on 7/30 but it was not complete
  - 7/25/24: Onboarding was scheduled but customer late needed to reschedule. New meeting was scheduled for 7/29/24. 
  - 7/29/24: Training was completed
  - 8/09/24 Updated/complete LOA submitted by the customer to Updox : 
  - 8/12/24: Port request was submitted for port by Updox
  - 8/13/24: The customer was informed by Updox that the line would be scheduled to transfer on 08/19/24
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Updox has overbilled due to an admitted software problem. Also, I cancelled our contract in writing due to the overbilling. They refused and kept billing. The contract ended 10/25/2023, and they just kept billing

  Business response

  12/18/2023

  We let Dr ****** out of his contract even though we had a right to renew it since he did not give the required 60 days notice per the master service agreement. He still owes payment for August and September invoices.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was a service that never fully delivered. They were supposed to resolve the issue of fixing the appointments/reminders for our clinic and was never able to resolve the issue and now is asking for us to pay the entire year's service. We were told that they will have someone from their team assist us fix the issue as the platform wasn't able to do our expected appointments confirmations appropriately and were not able to create a fix for our telehealth reminder calls. We offered to pay the 1st month service only as we only had the service thru the 3rd week, not even completing a month's service. They now want to send us for collections when we explained what happened and we are agreeing to pay the $240.40 service for 1 month's service only. We reached out to them numerous times to pay the 1 month service and they have not agreed to do this.

  Business response

  11/06/2023

  Hello,

  The provider signed up a twelve month in January. We did offer to pause their billing for two months and credited them for two months for inconvenience they experienced.

  Our terms of service state

  7.1. Term. This Agreement will be effective as of the stated date in an initial Service Order (“Effective Date”) and remain in effect until (a) all executed Service Orders have expired or been terminated or (b) terminated by either party as permitted by this Agreement.

  7.1.2. Annual.  The initial term for annual subscriptions will be one year, thereafter, the Service Order will automatically renew for successive periods equal to the initial term unless canceled by either party by providing 60 days written notice prior to the end of the then-current term, or as otherwise provided in this Agreement.

   

  
  

  Customer response

  11/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20769433
  
  I am rejecting this response because: We were not advised of a timeframe for the pause of the service.  We were waiting for UpDox to assist us resolve the service issues we have brought up to them.  We were in touch with them numerous times and they never responded to our queries nor were they able to present any resolution to our issues of creating a better service tailored to what we needed.  They have repeatedly opened a ticket each time we reached out by email to their customer support, and we have asked for someone to call us so we can settle the first month's bill since nothing was done to resolve our issues.  To this day, nobody even tried to rectify the issue nor the billing.
  
  Regards,
  
  ********** *******

  Hope Medical Services, PC

  Customer response

  11/07/2023

  Dear BBB Support Team:  We were asking UpDox to bill us only for the 1st month of the service since they were not able to resolve our issue when we continuously reached out to them to see what they can do to tailor what we need to make the service work for us.

  We were in contact with *** ******** who was the person who we've dealt with when the service was offered to us.  No service contract was provided to us that mentioned that we cannot cancel if we're not satisfied with their service.  We spoke to *** early on during the initial kickoff which was around the 3rd week of their initial kickoff and we have requested if they can assist us with a better, working platform for our patients.  *** said he will speak with his team and from there on, we didn't hear any other feedback from them.  We specifically said if their platform is not the right service for us, and if they can't do anything more to tailor a working service that would improve our patients appointments confirmations, then that means there's no reason for us to continue on.  We were not told at any given time that we will continue to be billed.  All we were told was that they will see what they can do for us.

  Now, they are billing us for the remainder of the year's fee and when I asked why we were never sent a contract agreement, they said the email communication was good enough which is unacceptable.  

  At this time, we are willing to pay the 1st month's service, nothing else as they have not been very upfront with their service resolution, and up to this time, we have not used their service as it never worked to for us.

  Thanks.

   

  Business response

  11/14/2023

  Please see the quote and acceptance in email for the attached quote that outlines the term and pricing.

   

  Customer response

  11/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20769433
  
  I am rejecting this response because: Updox never provided us the contract agreement.  They sent the contract when we started to dispute the charges they were billing us. see email below from the Acct Manager, *** ******** after we have requested to pause the service and they will have to develop a plan on how to better deliver the service we needed, which never happened.

  Agreement Update!
  External
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  *** ******** <*******************> Fri, Feb 24, 3:09?PM
  to me
  
  Hey ******,
  
  I hope you have had a nice week! Hopefully I haven’t kept you waiting on this update for too long, it’s been a bit of a crazy week. I do have confirmation that we are in agreement that it’s a fair and strong solution to go ahead and “pause” your account and the agreement that we put in place to sign up the account. I got confirmation from our customer success team that as long as we have an agreed upon timeline for when you’d like for the agreement to resume, we would be more than happy to work with you and accommodate that. The technicality that I was told to point out however, is that in these situations when an agreement starts but we pause it before we get the first payments, we will just go ahead and effectively “re-start” the agreement when you are comfortable and ready. That way the original agreement is completed in full, but at a more comfortable and agreeable pace that works much better for your practice.
  
  I will of course coordinate this for you too, and I was told that really the only thing for now that we need (for me to go ahead and get the agreement stopped, until your ready) is for you to tell me that confirm the date you’d like us to plan on reconnecting to resume the agreement. It’s ok if there is some uncertainty in the date, we can adjust as we go as long as you let us know if you need more time too.
  
  Hopefully this feels like a strong resolution and makes sense, but please let me know if not. Thanks for your patience and understanding while I get you this update too. I will keep an eye out for your feedback as always, and I hope you also have a nice weekend! 
  
  Best,
  ***
  
  *** ******** | Account Manager | Updox | *******************
  Office: ###-###-#### | Cell: ###-###-####
  
  
  Regards,
  
  ********** *******

  Hope Medical Services, PC (RESPONSE ):  Updox tried to make some changes to the reminders platform but wasn't able to provide us the service we've requested.  THus, we, as the client should not be billed for the remainder of the service since they were not able to fulfill the service as expected.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 6/21/23 an invoice an annual renewal invoice was sent from UpDox to our office. The same day the invoice was sent, the credit card that Updox has processed in the past was charged - without authorization or any pre-notification of the card being charged. Updox has never been able to provide the notification they allegedly sent ahead of the invoice and subsequent, same day charge. After reaching out to the billing customer service team, the representative stated that a refund for the amount of $2184.00 was unable to be refunded and the contract we signed upon agreement years ago with them was never able to be furnished via UpDox. They are now stating a refund denial and that we can have access to the platform until June of 2024 as that is the total amount charged for the year.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to dispute all charges made by updox on my credit card account. It came to my attention recently due to repeated charges which I assumed were for our electronic prescription company, only to discover there was no affiliation and no services being provided by Updox. These are unauthorized subscription. in dispute are: Year 2020 September 25 in the amount of $104.46 October 27 $104.46 November 25 $104.46 December 29 $104.46 Year 2021 January 26 amount of $104.46 February 28 $104.46 March 25 $125.78 April 27 $125.78 May 25 $125.78 June 25 $125.78 July 28 $125.78 August 25 $125.78 September 27 $125.78 November 2, $125.78 November 24 $125.78 December 28 $125.78 Year 2022 January 27 $125.78 February 28 $125.78 March 25 125 $.78 April 25 $125.78 May 25 $125.78 June 25 $125.78 July 25 $125.78 August 25 $125.78 September 26 $125.78 October 25 $157.25 November 29 $157.25 December 28 $126.77 Year 2023 January 25 $126.77 February 1credit of $28.38 February 1st, another credit of $28.38 February 27 $126.77 I have placed numerous calls to updox and notified them of this error I have never made any contact with updox or set up an account with updox nor authorized the use of my card I am requesting a full refund of all charges in the total amount of $3759.09 Updox has failed to show any evidence that any service was provided to me at this point this is fraudulent and I’m requesting that they refund all charges made to my credit card as no service was provided for the charges to my credit card. They have failed to provide proof of any service provided and claim 2 providers were registered to the account.

  Business response

  03/08/2023

  Hello,
  
  This provider, signed up via their EHR for the Updox Telehealth solution on 06/17/2020.  The customer did register 2 providers for this account. During this time, the world was introduced to COVID 19 and practices just like this customer, signed up for the Telehealth solution to take care of their patients during this trying time.  With registration, she was granted 4 months free and after that it would be $98 a month.  This customer never reached out to use even after being charge $98 a month, starting in Sept 2020 until 02/24/2023.  We did talk with this customer on the phone and did let them know about the cancelation and refund policy.  As it is mentioned in our Master Service Agreement, section 6.1, “Customer waives the right to contest billing discrepancies that are not reported within two billing cycles.”   
  
  I have attached the registration of this customer to the complaint.  We have cancelled the account and the customer will not be charged for Updox going forward. (link redacted)

  Customer response

  03/08/2023

  this is fraudulent I never self registered on my EMR and my EMR shows no connection with UPDOx as any attempt shows this as a message pop up. I have never authorized nor self registered for updox services and updox needs to show any proof of use of their services by me. I have no other physician working in my practice.  When asked to send a refund they attempted to send me a cancellation which I declined as I have never signed up for any services from updox.
  

  Business response

  03/09/2023

  This is not fraudulent as the EHR that is being used is the largest partner of Updox.  But also, in order to register for an Updox account, you have to provide a credit card to be placed of file for billing purposes or you wouldn't be able to create an account. Our records do show that the customer registered this account with a Mastercard to activate the account and at that time agreed to the Master Service Agreement.  Again, we have taken the liberty to close the account and will not bill the customer going forward, but the account was registered by the customer by adding the  credit card to activate and register for an account.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial with practice fusion. I was clicking on things to see how the system worked and updox was one of the things to venture. I was prompted to enter my credit card information. I assumed it would be if I decided to utilize the service but since it was a free trial, no money would be charged. At no point did it state anything about a contract or a price charged. 2 days later, a charge of 100.04$ was charged. I immediately called and emailed asking for a refund. No one ever called me back but I received attached email telling me to fill out a cancellation form and declining me a refund. I have not utilized said service. I have not logged in. I do not even really know what I was charged for. This was very fraudulent as it seems as if they trick you into this and making easy money. Most companies would refund especially seeing the person have not used the service as well as them being contacted immediately. I also emailed practice fusion. No surprise I was ignored and they haven't even acknowledged what transpired here. Seems as if these two companies are in a scheme together.

  Business response

  02/24/2023

  Hello.  We did reach out to the customer the day we got the case regarding her sign u.  Here at Updox we don't not advertise or give free trails and the language on the site she sign up on, did state that their would be a $94 per provider charge.  We did end up refunding the customer already and closed the account out of good faith

*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. ↩