ComplaintsforOffice Ally

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to contact Office Ally to cancel a service I have never used and am receiving a bill for . I have emailed and had no human response in weeks. I have called and been left on hold for outstanding amounts of time with no human contact. All I would like to do is cancel the service I am not and have never used.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  unable to find a way to speak to anyone for tech support or program assistance no payment in over a month and no way to check on this annoying popups

  Business response

  04/10/2024

  We were able to make contact with this customer and direct her to our online Payer List, explain the importance of using the Payer IDs on our Payer List. 

  We provided her contact information should she need support in the future. 

  Customer response

  04/18/2024

  I did return comments with regard to my case against office Ally. Had a conversation with a representative and was able to apply that information to my interface with them.

   Currently involved in lag time awaiting a billing issue now.  Reached out to the billing department four days ago as instructed on their site and have not heard anything back.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cannot seem to cancel my subscription. There are no instructions and no help.

  Business response

  03/25/2024

  Update: Office Ally received a completed cancellation form on 3/24/2024 and processed the cancellation today, Monday 3/25/2024.

  The account has been closed per customer's request. 

  Customer response

  03/28/2024

   
  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 me.
  
  *****************************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Firstly, I received a notification with message ID ******** on July 27, 2023, at 9:19:50 AM, indicating that my provider office had been selected and qualified for the IntakePro Tablets. Excited about this opportunity, I promptly clicked on the provided link to enrol and signed the agreement form as instructed. Additionally, I made multiple attempts to contact the number provided on the notification, **************, as well as OfficeAlly customer service numbers ************** and **************, seeking further information and assistance.To my dismay, after investing considerable time and effort, I was eventually informed that I do not qualify for the IntakePro Tablets simply because a lady named ***************************** found that my specialty listed as foot and ankle surgery makes me disqualified for this opportunity. My colleagues, who have the same specialty, simply listed under a different taxonomy code: Podiatrist (213E00000X) do qualify for this service. When I requested the taxonomy code to be corrected for podiatrist specialty I was treated as someone cheating the system. Upon requesting my concern to be escalated I found I was simply ignored and put to silence. To support my claim, I have attached call logs, emails detailing my attempts to seek clarification from your customer service representatives and to rectify the issue. Secondly, I recently discovered that I have been charged twice for non-participating claims, which was only charged once previously. I made numerous calls to your customer service, enduring lengthy queues and repeated attempts, before finally being informed of this change simply because I have two NPIs listed - one my personal NPI and second group NPI. Im a sole provider and since 2019 have never been charged extra fee for having a group NPI. I find it concerning that such a change was implemented without prior notification or awareness on my part and as to why?

  Business response

  02/29/2024

  This complaint is under review. 

  Business response

  03/06/2024

  We appreciate the customer reaching out so that we could resolve their issue.  We have connected with the customer to resolve the Intake Pro enrollment issue.

  Per request of the customer, we have also emailed documentation on the Non-Par Fee calculation in the form of our Data Sheets which are also available on our website for their review. 

  Customer response

  03/07/2024

   
  Complaint: 21316772
  
  I am rejecting this response because:

  Someone did reach out to me from officeally but the issues At hand remain unresolved.

  1) Nonparticipating fee is still not clear as to why being applied or what formula is utilized to implement the fees. Requesting actual breakdown of the fee schedule and log of all claims that have been over the set limit. How much is the fee for how many nonpar claims that go over the set limit (what is the limit)?

  2) originally I was approved for 3 tablets, now Im being told of a new criteria that I need to have a set number of patients (I believe in the increments of 150) to have additional tablets, so 150 for 1 tablet, 300 for 2 tablets and 450 for 3 tablets. Im requesting that officeally atleast hold their side of the bargain and atleast get 2 tablets out to me so if one malfunctions I may still have one up and running. 

  Sincerely,
  
  *********************

  Business response

  03/21/2024

  Our support team has been working directly with a staff person at the office and has provided resolution on this issue. The staff person sated they would update the doctor (person listed on complaint). 

  Customer response

  03/26/2024

   
  Complaint: 21316772
  
  I am rejecting this response because:

  Still awaiting the negotiated 2 out of 3 tablets originally approved from office-ally. Requesting refund on the additional fee charged over non-participating payor claims due to confusing formula utilized to bill me additional ~60 dollars. 

  
  Sincerely,
  
  *********************

  Business response

  04/09/2024

  Our team has been unable to reach you or your team via phone to provide the following updates: 
  
   - A total of 3 Intake Pro tablets were approved and shipped to the requested shipping address: **************************************************************************

   - The tablets were confirmed as successfully delivered. ***** Tracking numbers 775638246200 (2 tablets) and 775736699547 (1 tablet) on 3/25 and 4/2, respectively, both packages signed for by: *****.

   - A one time courtesy credit covering two non-participating claim processing charges has been approved and is currently being processed by our ****************** which will bring your account balance to $0.00 once completed. 

  Please return our calls or reply to the email we've sent with this same information if there is anything else we can assist with. 

  Customer response

  04/11/2024

   
  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 me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was exploring services at office ally and I did an insurance verification check for which I was billed $10. I was never told this was a paid service. I immediately cancelled my account but they are still sending me bills and I do not think it is fair to pay for something I would not have done had I known it was a charge. I have a service that does this for me for 14 cents so why would I pay $10.I disputed the first charge and now they have sent me a second invoice. I have not paid but I want the invoice cleared as I worry about collections.

  Customer response

  02/05/2024

  Office Ally gave me a refund so this matter can be closed. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Office Ally for a decade. I billed for clients without a problem. However, in August/September I started using the new "improved" program. One of my clients is a chiropractor. I had not any issues with the old program, however, there is a disconnect between ******** and Office ally. I have received conflicting information on how to bill initial treatment resulting in claim denials since October and the doctor not getting reimbursed. When I told Office Ally that ******** wanted Box 14 populated with qualifier 454 - which cannot be done as it self -populates qualifier 431. I have seven open cases, that have not been resolved. Office Ally staff advised me to use box 15 with the drop- down code 454. They said it would transmit to ******** correctly, . That done, all claims were rejected. I sent EOBs as directed to Office Ally to no avail. I was told that supervisors cannot come to the phone resulting to speaking with same few staff getting absolutely nowhere. They only open a new case!!! ******** insists that claims will be denied if box 14 does not have qualifier 454. Office Ally has an obligation to fix this problem.

  Business response

  01/11/2024

  We have been in direct communication with the customer and have tested, confirmed and provided a method for them to submit this information to ******** successfully. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have worked with Office Ally since 2015. Over the course of this business relationship, I have experienced deceitful billing practices, an inability to reach billing support and false information surrounding removal of terminated staff. I have been informed on four separate occasions, four different ways to terminate staff in the system. I followed-up each time as instructed, only to have the staff kept in the system and my being charged for staff who do not work for me. When I call Officeally, I am told it is a technical issue and transferred to that department which then states I need to speak with the billing department. I have then sat on hold for over an hour and been disconnected prior to being able to speak to anyone. Officeally expects payment for service 30 days prior to the month their service is used. For example the most current issue involves EHR payments for staff for the month of October which were made in September. Yet Officeally today cutoff those same services citing non-payment. despite that the services have already been paid for in September and another payment covering November was made last week. Officeally's billing/invoice process is very confusing. They send an invoicing stating a certain amount is due without any explanation of the current charges being applied to that amount. Later another invoice is sent. It is next to impossible to track what they are charging me for. I have to go through each ***************** by line to check for incorrect charges. When I have attempted to report these incorrect charges, there is no response from their staff.I am a small business, and am fearful that they will try to take hostage of my medical records.

  Business response

  10/19/2023

  We sincerely apologize for any frustration our billing practices may have caused. We want to clarify our procedures to ensure a better experience for you.
  

   - Invoices are sent monthly with comprehensive details, including advance payments for *** fees.

   - Statements are provided for Accounts with open balances to show which invoices are outstanding and payments/credits to the account.

   - Accounts with past due balances may be fully disabled for non-payment. When  invoices were partially paid it resulted in a past due balance and account disablement.

   - *** fees are not based on usage, they are based on *** being turned on for the user. 
  

  We want to emphasize that when *** is no longer needed for a user, turning off *** is a crucial step in avoiding future charges. You can accomplish this by logging into your Security Administrator account, editing providers, then under application access, uncheck the *** checkbox and click Next until it is updated. Credits will not be issued for partial or past months, however, if youve turned off *** for a user, our team can assist you with a credit request for prepaid future full months of ***.
  
  Our support team has diligently assisted you in navigating the process of turning off *** for users on multiple occasions, including remote sessions in July 2021 and October 2022, and via email in June 2023. Following the first instance in July 2021 session, a one-time courtesy credit was extended to you. Subsequent courtesy credit requests, however, were denied due to the prior courtesy credit already being granted for the same reason.
  
  We continue to invest in our support processes and have and will continue to improve the speed at which we provide responses to inquiries. 
  
  To ensure a smoother experience moving forward, for users who no longer require *** access, please follow the provided steps to correctly turn off ***. We also recommend paying invoices on time and in full to avoid account disablement due to past due balance.
  

  We appreciate your understanding and are here to assist you.

  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I use Office Ally to submit insurance claims when there's no other means available. I began using ** in 2021 to submit to ************ Admin of MA. I selected them from the payer list, claims went through, and I was never billed by Office Ally, as this service was free for "participating providers" of which BBMA was one, apparently. Recently after a break, I resumed using ** for claims to BBMA and to BCBS North Carolina. Given my past experience, I assumed the process would work the same. I selected both payers from the same online menu and there was nothing on the screen indicating whether each was a "participating provider" (free to submit) or"Non-Par" (fee-based). I assumed both were participating given my past experience using the site. This time I got a bill for $35 to my surprise. When I called to contest it, they told me they aren't obligated transparently indicate payer participation status on their submission form (There is a payer list elsewhere on the site if you can find it). If there had been a clear indication that a payer was "non-par", I would not have used this service as I do not have the budget for this fee. Moreover, BBMA was certainly a participating provider previously, but today I was told they are no longer. I don't know how I could've known/why I'd assume their status had changed. I understand there is language about fees in the fine print of the ** cust. agreement, but this is sneaky, bad business practice and sets consumers up for unexpected costs. When I search to see which payers they work with, I see a green check **** which is misleading. Participation status (including changes) needed to be proactively communicated so I could've made an intentional decision about whether or not to use the service. Process is opaque and misleading not to give people clear avenues to make choices about which features of the service to use before they get billed. Please cancel all bills for claims I've made. I won't be using the service in the future.

  Business response

  10/13/2023

  On October 11, 2023, we responded directly to the customer in their Support Case # ******** regarding this issue. 

  We regret any confusion the customer experienced.  *************************** of MA, Payer ID: ***** is a Non-Par Payer on our Payer List, which is always accessible publicly on our website, under Resources (************************************************).  When searching for the Payer under Claims, there is a clear indication of whether the Payer is Non-Par and we are unsure of where the customer is getting the screenshots provided as the Payer List is a different format and shows these Payers clearly indicated as Non-Par (see attached screenshot). The Non-Par Processing fee is calculated per the terms of our Data Sheets which are also available publicly on our website under Resources (***************************************************). 

  Customer response

  10/18/2023

   
  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

  09/29/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been submitting 3-6 claims a month for over 3 years, free of charge. All of a sudden in June 2023 I was sent a bill for $35, and another $35 bill for July 2023. They told me they do not have a contract with *********** yet ********** tells me that they do have a contract with them. I have tried numerous times to resolve. After speaking with *********** they told me how to submit claims without using Office Ally. I ceased all transactions with them August 2023. I just received another bill yesterday for $70.

  Business response

  10/03/2023

  Thank you for reaching out.  The recent document received by the customer was not another bill, it was a statement showing the outstanding $70 balance from June and July invoices. Our support team has been in contact with the customer and has resolved the complaint. 

  Customer response

  10/06/2023

   
  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,
  
  Smart Medical Billing -*********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My company, ***********************************, LLC, a small mental health clinic in ************, **. contracted with Office Ally in early 2019 for our company's EHR (electronic health records). They charged a per person per month fee that we agreed to. As our company was downsizing, it was difficult to manage the closing of the individual accounts licensed through our company, ***********************************. As contractors left and there were on-going questions about how to close one account, it was extremely difficult to contact their customer services reps. for clarification of which accounts could be closed and which were required to remain open. Many months of overcharging occurred due to slow and sometimes no response from Office Ally's customer service ***** Many emails and phone calls were made beginning in May and throughout the summer. It was difficult to discern which department would handle which concerns and many phone calls led to confusion. A complaint was file with the ** Atty ********* office in August and Office Ally was notified of the issues and have not yet responded to their request for a response. I have requested a refund of the overcharges but have received none. I believe the company misrepresented themselves and their ability to offer appropriate, timely customer service that would have saved us at least $4,000. I requested a billing adjustment directly from them in consideration of their lack of customer service that, had it been in place, would have directed me as the account manager to close out unused accounts thus saving the company approximately $4000 over the 4 years we contracted with them. They denied that request and were unwilling to make any concessions to the monthly charges despite evidence that those accounts were unused, in one case 10 months, which equals $400 for that one, unused account.

  Business response

  10/02/2023

  After reviewing this customer's accounts, we see a history of interactions between the customer and our support teams in which our employees explained the process of how to correctly disable a user so that they would no longer incur *** charges for that user. On an occasion where the customer was having difficulty updating a user, the customer refused additional support methods (a remote session with a technician) and on another occasion, when being transferred to a different department to continue assisting the customer, the customer disconnected during the transfer.  During a call on 2/28/2023, *************************** stated she had accidentally left the account open since her internship ended last April (this is 11 months), making it clear that she knew the steps she was supposed to do to prevent charges.  Based on this, we feel the customer was well aware of the correct way to turn off the service when needed. 
   
  Regarding the complaint mentioned that was filed with the ** Attorney General, although the original complaint was submitted by the customer to the ** Attorney General on 8/7/2023 (based on what we can see in the letter we received) the complaint was not received by Office Ally until mid-September 2023 shortly before this BBB complaint was entered.  However, after filing the ** Attorney General complaint, the customer did reach out to ********************** about cancelling the remaining account and the cancellation form to do so was sent to the customer on 3 separate occasions (8/19/2023, 8/23/2023 and 8/31/2023).  The customer finally completed the form successfully on 9/5/2023.  That account has been cancelled and the customer will be refunded the prepaid monthly fee for October 2023.  
   
  The customer requesting credits for unused accounts is outside our policies (the *** 24/7 Data Sheet can be found here:  ***************************************************). The fee of $39.95/month per Provider/Nurse Practitioner/Physician Assistant user is not based on usage, it is a prepaid monthly fee, with no refunds for mid-month cancellations. Based on the history of this account and our policies, we do not feel there are any other credits due.

  Customer response

  10/02/2023

   
  Complaint: 20656829
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  10/02/2023

  One of the main issues that Office Ally refuses to acknowledge is the number of times I emailed them, attempted to reach their customer service ***** and was left on hold for extended periods of time (up to 45 minutes) and requested for a return call that was guaranteed within a 24 hr. period but was never received or received well beyond their own acknowledgements. I actively worked to resolve the issue of how to disconnect former providers AND moved towards cancellation of two, separate accounts with multiple usernames (as I was a provider, an administrator and a security administrator) that I had to contend with as the main business owner managing these accounts. From the very beginning, I was given incorrect and conflicting messages about what to do first such as reach the cancellation ***** to get more directions on how to disconnect a previous user AND then request a refund of charges on several accounts that they could very clearly see had not been active for many months. We are a small mental health agency. I'm a mental health professional who lost income by being forced to wait on hold for up to an hour at a time, couldn't count on them to call back within a reasonable time. It is accurate that once after 45 minutes on this call the agent then offered to remote dial in to address the problem, however, I could not remain on the phone any longer as I had a patient waiting for me. My hour-long break had already been used up due to being on hold for such an extended period of time. I believe this company owes me some kind of refund for their lack of responsive customer service, lack of clarity of policies given the two accounts I was managing and the extreme difficulty reaching solutions to well defined questions within reasonable timeframes. Please understand this has been going on for months. We have not used their service to do any active ******** since February, 2023. I have only kept the last few accounts open hoping to come to some sort of credit settlement. I'd be glad to send along the number emails I received indicating the number of times I attempted to resolve these issues. I am asking Office Ally to take responsibility for their severely lacking customer service and unreasonable timeframes for responded and resolving the needs of their customers especially in a field like mental health which is paid by the service. Interestingly, even as I moved to close the last account, their messaging is poor and conflicting. I have twice now requested to end their services and have only received a vague apology for not having done so after the first request and a notation in their response to you that this account is actually closed. Also, they have not communicated with me as to how to download the electronic health records on the two accounts I've been managing. I'm required to keep these records for the next **** years and they have cut off my access to these accounts without notice to me. It seems their poor customer service has only continued even after I've finally chosen to end my efforts to work out a reasonable credit for services they did not provide and cease doing business with them. 

  Business response

  10/09/2023

  We fully acknowledge a history of interactions with this customer and there are times where hold times can be long, however, we continue to invest in and make updates to our support handling and have made big strides in this area, especially over the last few months.

  Over the years, in interactions with this customer, weve provided information on three aspects: (1) guidance on updating child accounts to discontinue *** access and prevent additional charges, (2) facilitating cancellation of an account, and (3) advising the process of requesting an *** Backup. This is evidenced by the customers history of being able to successfully deactivate *** on accounts, cancelling an account, and purchasing an *** Backup in the past.
  

  For *** Backup requests, the process remains streamlined through the *** Backup Request Form on our website (officeally.com), accessible under Resources > *** 24/7 > *** 24/7 Backup Request Form. This is the same form the customer completed on their previous successful purchase of an *** Backup for another account.
  

  We regret any confusion this customer experienced and remain committed to continuous improvement in how we provide support to ensure our overall customer experience is exceptional. 

  Customer response

  10/10/2023

  I received a phone call from an Office Ally rep yesterday, 10/09/23, who stated they have agreed to refund charges back to April, 2023 in an amount that appears to represent about 7 month's worth of charges, at $39.95/mo./user. I have yet to receive that refund and can see there is no mention of this in their most recent correspondence. While I believe I am owed a larger refund, I can agree that they've acknowledged significant difficulties getting timely responses from their customer servicer reps. and am willing to accept the refund offered and close this case satisfactorily. I will await the refund and be back in touch with your office after I have received it.

  Business response

  10/31/2023

  We were able to reach the customer successfully today to confirm this has been resolved. 

  Customer response

  11/16/2023

  Hello-

  This matter is not yet fully resolved. I have yet to receive the data (EHR, Electronic Health Records) requested. I have received incomplete or erroneous directions from Office Ally re: how to extract the data. I have been working closely with one of their customer service reps who after numerous email clarifications and clarifications and 2, 30 minute phone calls involving in-person direction, has yet to help me access the data. The complicated directions provided by Office Ally do not seem to work for me, an Apple Mac user. We discovered yesterday that their initial instructions were for PC users and therein may lie part of the problem. I will continue to invest my time and energy to access the data as I'm required by law to hold and make available for records requests for the next 10 years. I continue to be largely dissatisfied with this company and their processes, even as I move to close out the two accounts I held with them. 

  Business response

  11/27/2023

  This customer has indeed received the backup file, however it is compressed for security and there has been some difficulty for the customer with extracting it as they are a Mac user and our instructions were meant for PC users (a majority of our customers).  Our team has provided instructions (to use Unzip One) to the customer so she can extract the files.  We also have a time scheduled with the customer to assist with this process tomorrow, Nov 28. 

  Customer response

  12/05/2023

  Just yesterday, Office Ally technicians were able to assist me in completing the transfer of all EHR from the 2nd account I manage. This was an arduous process that involved months' worth of emails, phone calls and one-on-one tech support to accomplish. I initiated this process in August and am just now in receipt of the final data. While I'm relieved to have completed this process, the enormous amount of time and energy needed to accomplish this data transfer seems outrageous, from the initial faxed request made in August through each of the numerous, complicated steps needed to transfer data from these two accounts that was only finalized on December 4th seems unnecessarily arduous. I would not recommend this company for a smaller-sized mental health clinic like ours.

*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. ↩