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:02/24/2023

  Type:Product 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 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

  Date: 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

• Initial Complaint

  Date:01/20/2023

  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.

  Updox is a company my medical practice used to be able to send text notifications during the pandemic. My company has been paying for their service for the past year without using it. When Updox sent out an automatic reply renewal notice, I responded to the email provided that I did not want to renew after realizing it was not and had not been used anylonger. I called Updox to follow up on the notice when I was sent an outstanding invoice and was told that I was all set if I had submitted my request in writing. I now am told that I have outstanding balances because I didn't submit a cancellation form that I was never told about. I am being threatened to be sent to collections.

  Business Response

  Date: 01/24/2023

  Dr. ***** agreed to an Annual Contract (see screenshot at end of this document) with us on 10/12/2020
  that “auto-renews 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” (see Master Service Agreement Section 7.1.2 Annual Term).
  The support case summary for the Whole Health Concord account is below and shows that the
  Cancellation Request was submitted on 11/14/2022 at 7:46 am (case ******). Dr. ***** was advised
  that the account had auto-renewed on 10/15/2022. Notice of cancellation would have been required by
  08/15/2022. Since the initial case regarding cancellation Dr. ***** has reached out two additional times
  and our last response from *** (Updox Account Management Team) offered a phone call to discuss the
  issue. Today we scheduled time to talk with Dr. ***** on Friday, 1/27. We hope this issue will be
  resolved by the end of the call.

  Customer Answer

  Date: 01/25/2023

  I am writing to the response provided by Updox regarding my complaint # ********. What Updox fails to reference in their response is:

  1. Their original email (which I have included) never referenced a cancellation form and that is what I responded to.
  2. When I spoke with their customer service agent on the phone I was told that if my request was in writing, then my subscription would not be renewed. 

  I did respond in writing as instructed and spoke to them on the phone, but I was not told about filling out the formal cancellation request when I called, and had responded to the original email.

   

  I am including just some of the emails I sent before and after Updox renewed my subscription as an attachment in a word document.

  As you can see in the attachments, a cancellation form is NOT referenced in the original email Updox sent to me about a autorenewal.

  
  

  My response to their email was not delivered, and an autoreply error message was sent to my spam folder when it was rejected by Updox. Because it was an autoreply, I did not get it, so did not know is was not received and assumed my subscription was cancelled. I wrote again in November when I got my first invoice, confused - again, I have attached a copy of this email from November as well.

   

  Many efforts were made to cancel this service. I was mislead and taken advantage of.

  
  
  

  Business Response

  Date: 01/26/2023

  Two of our Customer Success Team members (****** ********* our Manager AND *** ****) have a phone call with Dr. ***** tomorrow and will resolve the issue and report back.  Thank you.

• Initial Complaint

  Date:11/24/2022

  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.

  I have not signed up for this product or service. When I called I was told I couldn't be found in the system. Yet this is what set me off to try to contact this company. withdraw from my bank account $174.90 and $1225.95 Nobody from this company was willing to look into these charges that they billed to my account. Now normally I would push back and say this was just fraud and go to my credit union and dispute the charges. I have previously done this regarding a charge for $107.00 in July of 2020. This company simply has fraudulent billing practices. I have no need for a EHR or secure HIPPA compliant communication services. Updox is more than willing to ruin your black Friday by trying to take your bank account for as much as they can get. At this point I want to know who is billing there account to my bank account as this has happened more than once.

  Business Response

  Date: 11/28/2022

  Hello,

  Mr. *****, thank you for reaching out. I am the Director of Customer Services at Updox and am happy to look into any issues you may have.
  

  I have had a chance to look into the billing and see no billing in the amounts mentioned in your name specifically.  I do see a practice by the name of ******* Family Medicine located at *** *** Street, Suite 105, Bonaparte, IA 52620. Were you ever employed at this practice? 

  I would like to give you a call to discuss further so that we may resolve this issue more quickly.

   Thank you.

  *** ****
  Director, Customer Services
  Updox
  [email protected]

   

  Customer Answer

  Date: 11/28/2022

  I do not work at this business.  I don't own this business.  This business has no authority to use my funds as their own.  This is fraud.   Feel free to reach out to me at ###-###-#### 
  

  Business Response

  Date: 11/29/2022

  Hello,

  The credit card on file with Updox was in the name of ****** ****** (a friend), not *** *****. I notified *** on the phone yesterday that I would remove the credit card on file immediately and that has been done. *** indicated that they have disputed the credit card charges with their bank and closed their credit card account.

  Pursuant to our Master Services Agreement we may charge any credit card on file for our monthly billing. (https://www.updox.com/master-service-agreement/) 

  Thank you,

  *** ****
  Director, Customer Services
  Updox

• Initial Complaint

  Date:06/20/2022

  Type:Customer Service 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 am trying to cancel our office WOMEN’S AND CHILDREN’S HEALTH CARE ASSOCIATES, LLC account # ***** with UPDOX since 06/09/22. It is extremely hard to do it. UPDOX does not pick up phone calls and does not answer emails the only way that the contact can be made is on their web page. I keep texting live with a person on the webpage who promises me that someone will call me in 24 to 48 hours but it never happends. I tried 5 times to request this phone call. Plese help me resolve this issue and cancel my UPDOX account.

  Business Response

  Date: 06/22/2022

  Hello

  I've reviewed the case affiliated with this account and we had another email address on file as your billing contact and for your contact, ********* We have since corrected and sent a reply back regarding your request to cancel your Updox account.

  Thank you.

  Meg B

  Director, Customer Services

  Updox