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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Healthcare Management

Practice Fusion

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Healthcare Management.

Complaints

This profile includes complaints for Practice Fusion's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Practice Fusion has 2 locations, listed below.

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/24/2025

      Type:Order Issues
      Status:
      Unanswered
      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 to use Practice Fusion's billing services for my medical practice in *********, **. Once I did, there was no way to get assistance over the phone. When my office staff or I tried to communicate via email with the corresponding representative for whatever issue we were having, we would get an "email could not be delivered due to a full mailbox". The emails we received where written in such poor english that they were near impossible to decipher. Our bills would disappear into oblivion, and I was unable to get any help to track them down. We never received a single reimbursement for a bill we attempted to submit to the platform. I attempted to cancel our contract because the service was completely unusable. I was told I could not cancel. I request a resolution of simply being released from this contract and its remaining balance.

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Practice Fusion has been entirely disappointing as I opened my new practice. Frequent technical issues. They don't even have the capabilities to make growth charts always work correctly (they won't populate), it is hard to figure out how to change a referral's info (still haven't been able to). Their phone lines are almost never open even during posted business hours. They do not respond to emails. I have a feeling they may be fiscally insolvent and running on bare bones staffing. I scheduled an appointment TWO WEEKS AGO to meet with IT virtually today and they cancelled the appointment! The next available is a week away. Of course when I called to complain, the phone lines are down and say closed for the holiday... only... its Jan 2.

    • Initial Complaint

      Date:12/18/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 been with practice fusion for 12-13 years now. It used to be a simple and comprehensive EHR. Lately it has a lot of disruptions in our practice. It is frustrating and at times very dangerous to the health of our patients. Despite of multiple complaints (by us) and promises (by PF), the problem has gotten worse in this quarter.
      Practice fusion is not reliable anymore. Is gets disconnected with no access to our patients charts multiple times a week now. It is VERY frustrating and can effect the life of our patients when you lose your access to the patient's past medical history or the medications they are taking, ...
      We had to cancel procedures in multiple occasions because it was not safe to not have access to patients medical history when they are older or not remembering the name or dosage of their certain medications or imaging studies.
      I just wanted everyone else to know that when an EHR is not available for multiple hours and multiple times a week, it is not reliable to be called EHR! At many occasions there are no agents available to chat and when you call the answering machine say "We are closed for lunch"! is it a joke? We are in the painful process of changing our EHR to a more robust company.

    • Initial Complaint

      Date:11/29/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      The service provided was mis-represented beyond the 14 day "free" trial and that issues on insurance eligibility findings would be fixed. Despite numerous emails retained that the issue would be fixed, many issues besides were never fixed. In fact, within 60 days, our practice representative through email stated that she understood in an email the Practice Fusion could not fix the issues. I sent her an email that as such, we are canceling the service on the basis of their failure as a contractor to provide stated service. The practice representative in an email stated she would send her manager our response and understood our reasons for cancellation. Despite this and sending a certified mail/return receipt to Practice Fusion headquarters of our dissatisfaction with service and their failure to obligate their responsibility as a contractor, we were canceling the service agreement. Despite this documentation, they continue to continually bill my credit card with me filing disputes. I am now advised that if the matter continues to file a complaint with the ************************ and also the Attorney General for the ***************** (********************************).

    • Initial Complaint

      Date:11/08/2024

      Type:Order Issues
      Status:
      Unanswered
      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 a Psychiatric Mental Health Nurse Practitioner (PMHNP) who opened a private practice on 08/01/2023. I began implementation for the practice 2 months prior in June, and it was at this time that I signed a one year contract with Practice Fusion EHR and the billing add on in Oct. It ended up being more for me I took over billing in June and saw what I was paying for was a 5 minute a day job. I also saw that a lot of the claims they said they filed never were filed and now were to late to file. I lost hundreds of dollars due to this I am receiving emails about the contract under their previous name, ********, which links me to the website to log on to an account with them. Since I never had an account with them before they merged with Practice Fusion I was unable to log in. I emailed them telling them this with no response I sent in help tickets to the billing department and would receive help ticket numbers, but would never receive a response. My contract with the billing team was to end in October 2024, even though I was not using them. I even received emails from them asking when they would receive additional claims from me therefore they were aware I was not utilizing their services (as well as the multiple emails, calls, and attempts to dissolve the contract) I received an email this morning stating that my monthly payment went through. Since I no longer have a signed contract with them, I did not know why a payment would be automatically withdrawn. I went on to the practice fusion website and saw that they extended my contract another year starting yesterday. I have suspected they had been committing medical billing fraud, but as of right now with no signed contact from me, they are committing fraud I also intend on this on to the *** fraud department but am starting with the BBB.

    • Initial Complaint

      Date:08/12/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Invoy was wrongly informed of the services that Practice Fusion promised. After being promised services, we signed a one year contract with a monthly payment of $150. After attempting to use the software for several days, we came to the conclusion that we will be unable to use the software in the way we were promised. We have since attempted to cancel our subscription and get all money refunded, but Practice Fusion has refused to help.

    • Initial Complaint

      Date:07/08/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Worse EHR service ever, poor customer service, poor quality of product. I have been dealing with this company for a few months and there is not a single week that goes by that I need to contact them regarding issues with their program. They are not able to fix "glitches" on time, the program is not efficient. The time spend over the phone trying to get things done is absurd, over 45min most of the time and at the end nothing gets resolved without giving them weeks to figure out the issue. I do not recommend this company/service to anyone. Last time I called, the customer service representative refused to help me because I was using a Mac, I was told to get a ********* computer....pathetic service. I am done with them.

    • Initial Complaint

      Date:06/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Initially contacted Practice Fusion for services, when a demo was presented, it was asked if patients were able to enter credit card information when scheduling an appointment and the answer was yes. Once a contract was signed and the started to use services, it turns out that option is not available. I feel it is unethical to state they offer a service when in reality is not. I am also not going to ask a patient their credit card information over a web conference to enter the number manually. I attempted to cancel the contract and they stated not until 30 days after a year. I do not want my money back, I just want to get out of the contract without penalty.

    • Initial Complaint

      Date:04/22/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      After three days of utilizing the Practice Fusion system, I sent a letter expressing my dissatisfaction with the EHR's lack of detailed templates for my practice. Additionally, my telehealth patients have complained about the system's lack of user-friendliness, despite my efforts to assist them. I emailed Practice Fusion on 3/8/24, but I have not received a response. Despite my repeated attempts to contact them, I have not received a response. Each time I spoke with a person, I was informed that the manager will contact me. Over the past week, I have received an additional invoice for a product that I do not utilize.

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a subscription with practice fusion for Westlake *************** I called to reduce the number of licenses and they said they have a contract with me which prevents any reduction. I have never signed a contract and no one explained this to me.

    Practice Fusion is NOT a BBB Accredited Business.

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