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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 4/30/2024 I signed up for Zocdoc, in error I added an insurance I do not accept. The sent me 13 clients who did not take my insurance and charged me $770 dollars. I spoke with them on 5/1/2024 and explained that it was an error on my part and if they can waive the fee. They said no and if the client cancel within 24 hours, I will not be charged. They are still charging me the amount even after the client cancel. This is unfair and not good business.
Business response
05/03/2024
Hi there, *********,
We are sorry to hear about your concerns with our platform. We have provided context into our billing policy at Zocdoc surrounding the situation mentioned. However, it's important for us to ensure that you have the most information possible. We will have a member of our Service Team reach out to your practice within 24 business hours. If you do not hear from us, please give our Team a call at ************** at a time that works for you.
Best,Zocdoc Service Team
Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive have been requesting Zocdoc to remove my profile of myself and business from their platform for over three weeks. I received emails from them that they are working on it however, patient that my want my services are being rerouted to their platform which can be considered false advertising of myself and private practice. I no longer want to sit on their platform for my patients are able to find me their my other resources used. Please, assist in having myself and private practice removed from their platform entirely.Thank youBusiness response
04/25/2024
Hello *****************************,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 2 business days, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a poor rating on Zoc Doc from a one time client. This client was unfair in the review and it has affected my business in a negative way. *** *** refuses to contact me or even review the circumstances of said review. Every phone call and message has not been responded. I wish to dispute the review, but Zocdoc is making it impossible to do so. My next step will be to contact an attorney.Business response
04/17/2024
Hello *****,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our team looks forward to connecting with you to see how we can resolve this issue. If you do not hear from us within 1 business day, please give us a call at **************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
04/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
As a physician whose practice utilizes zocdoc as main referral base, my complaint is that Zocdoc has repeatedly affirmed That it is their new policy that a wrongfully placed negative one star review unrelated to my service should remain. The patient who posted was angry that they did not get to see the provider they desired within my practice. This person is anonymous and cannot be reached. Zocdoc has placed that blame on myself as the physician and as a result that negative review has damaged my ratings Score from essentially perfect 4.95 to 4.78. Though I am a paying customer through my practice they do not have the decency to correct this inaccurate and harmful review unrelated to my services. Ive lost all confidence with zocdoc as a result but will give them a final chance to remove the one star review with BBBs assistance.Business response
04/10/2024
Hello *** ****** ****,
At Zocdoc, we always strive to provide our patients and doctors with a great experience, and were sorry to hear that you havent gotten the resolution youre looking for. Our Trust and Safety team has been notified of your concerns and the experience youve encountered up to this point and aligned you on our policies in place. If youd still like to discuss this further or connect with a member of our team directly, please give us a call at ************ or email us at **********************************.
Best,
Team ZocdocCustomer response
04/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have spoken with their Trust and Security team and they have not taken my concerns with any degree of seriousness and have told me there is no further action that can be taken.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
04/12/2024
Dear *** ************** Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, we have followed up with your office directly to outline the Zocdoc policies that apply to this situation.
Since we have had outreach discussing the situation at hand, we have provided you with all of the information that we can. We would like to request that the case be closed.If we can answer any further questions, please let us know.
Best,
Zocdoc TeamCustomer response
04/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:They have still refused to remove the review that negatively impacts me DESPITE not seeing the patient myself. I want them to immediately remove this review as they have not provided any justification for accepting such a review. I will write negative reviews about zocdoc here and will withdraw from zocdoc which is acting unethically.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
03/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 22, 2024 I made an appointment with Zocdoc at about 330 pm. Their site says they answer calls until 9 pm and if made before 8 pm the appointment would be made in an hour or less. I was given an email that said I would get a text with a link to join the appointment. That never came. Then I get an email saying I missed the appointment. I called and asked what number they were calling and the number wasnt mine nor the number I gave them. They said it was resolved and I would get a new link. That never happened and yet another email that I missed the appointment. I tried to call again and even though they say they answer phones until 9pm it was 512 and they were closed. *** asked for a refund and all I'm getting is the same run around. I sent an email asking for the refund and what I got back was why and whats the credit card info. They have all of that and so now I feel as if they are a scam.Business response
03/26/2024
Hello ******,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team looks forward to connecting with you to see how we can resolve this issue. In order to best help you, our team needs to verify the contact information associated with your Zocdoc account. You can provide this information by emailing ********************************** or calling ************. We look forward to connecting soon.Best,
Team ZocdocInitial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been working with ZocDoc for a couple of months. The platform is designed to make it easier for patients to search for doctors in their area who match all of their criteria (type of service, insurance acceptance, location). However, ZocDoc has charged me $45 fees for every patient that has initially booked an appointment, then cancelled for the following reasons: 1) *************** clinic does not accept their insurance, 2) *************** clinic does not service their location, and 3) They are looking for a massage therapist. Every reason a patient has cancelled has been what the platform claims to filter; The goal being to match patients with the best provider matching their needs. *************** clinic only offers mobile, in-home, chiropractic service in *************, **. I have spoken with many representatives at ZocDoc about how to clarify and distinguish my clinic from others. However, there has been no resolution to offer patient clarity before booking and therefore, my clinic is still charged by ZocDoc for the "acquisition fee" regardless if I have tried multiple channels to reach patients within the hour patient's initially book. 100% of patients that have booked my clinic have ended up cancelling because my business is not what they were trying to find. However, I am repeatedly charged the $45 fee from ZocDoc. Instead of trying to resolve the issue, ZocDoc has stated that they will still charge my clinic on the basis that the patient needs to cancel the appointment themselves within 24 hours of booking. Again, I reach out to clarify my chiropractic service over text message, phone call, and email within 1 hour of each booking. However, most patients do not respond. The end result is most patients cancelling the appointment either day-of the appointment or 2 days after initially booking. My clinic is left with an "acquisition fee" and a whole in my schedule because the patient did not respond.Business response
03/15/2024
Hello ****************,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 24 business hours, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On the date of feb 28,2024, i made an appointment for march 4th that never took place. I accessed the portal and filled out the forms, then got confirmation that the forms were done, then when is came to the appointment they said they did not receive any of the forms, There was some confusion with my paperwork, I was not able to finish the medical forms due to not being able to access the portal to finish the forms. I had to then physically go to the office for help to re-access the portal. Also they had me scheduled for 3 appointments not of my doing, there was major confusion with the zocdoc. I will not be paying for the cancellation fee for a situation I had no control of.Business response
03/06/2024
Hello ******,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account to see how we can resolve this issue. If you do not receive an email or phone call within 24 business hours, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I downloaded Zoc Doc on 2/16/2024. I made appointments for a Dermatologist, a dentist, a therapist, and a Optomestrist. Zoc doc has the WRONG INSURANCE information on ALL THE DOCTORS I PICKED. They do NOT take my insurance.Business response
02/21/2024
Hello *****,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 24 business hours, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
02/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Received a bill with the amount of six hundred and five dollars for ***** min initial conversation with a doctor. I was told that I would receive a follow up and prescription for my meds. None came. Doctors can prescribe meds but not help renew my *** letter for my dogs. Wasn't $605 worth it service. I'm finding alternative routes of reporting this company. I'm reporting to my insurance company as well.Business response
02/21/2024
Hello ******,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address and phone number listed on your BBB account, to see how we can resolve this issue. If you do not receive an email or phone call within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hope this message finds you well. I am writing to bring to your attention an issue I have encountered regarding a recent medical visit. I booked my visit through Zocdoc and visited ********************************************* on November 13th, 2023 at *************** Group, based on the assurance that they were an in-network provider, as per the information attached. Upon contacting *************** group prior to the appointment, their office explicitly confirmed their in-network status. However, to my surprise, I recently received a bill indicating that the services rendered were considered out-of-network. This discrepancy is causing significant concern and financial strain. The amount charged is $1200, 850 just for the visit, I would like to emphasize that no medication or substantial medical procedures were provided during the visit, making the categorization as an out-of-network service even more perplexing. I am seeking clarification on this matter and kindly request a thorough review of the situation and their status on Zocdoc. Attached to this email, you will find copies of relevant documents, including the confirmation regarding their in-network status. I believe there might be an administrative error or miscommunication that has led to this billing discrepancy. I trust that you will investigate this matter promptly and contact the provider so they can rectify any inaccuracies in the billing. Provider:*************************** *************** Group *************************************************** Member/Patient: ******************************* Address: ************************************************************************************************************************* Member ************* Relationship: EE Group name* *********** *********** ******* Account number: **************** Claim number: ************Business response
02/15/2024
Hello ******,
At Zocdoc, our intent is to provide our patients and providers with a great experience. We thank you for bringing this issue to our attention. A member of our Service team is reaching out to the email address listed on your BBB account to see how we can resolve this issue. If you do not receive an email within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team Zocdoc
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Contact Information
Customer Complaints Summary
83 total complaints in the last 3 years.
42 complaints closed in the last 12 months.