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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
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/20/24 I used Zocdoc to get an appointment with a psychiatrist. Zocdoc gave me a list of doctors that were available. I chose a psychiatrist that had an appointment for today 10/20/24 at 3pm. A virtual appointment. I waited until 3:15I finally got some understanding of pm, and the doctor did not contact me to start the virtual appointment. I was given a phone number to call if you needed assistance. Since there was no answer, I left a message to ask where the doctor was but got no response, I waited until 3:30 and no doctor so I called again. A lady answered the call, and I inquired as to where the doctor was, and she could barely speak English. I had to ask her at least 3 times to repeat what she was saying. i barely understood her response but the gest of it was that the doctor wasnt there and wasnt taking new patients . I explained to her that that on ZOCDOC it said he had a 2pm and 3pm appointment today 10/20/24 and it did not say that he wasnt taking new patients which is supposed to be listed next to the doctors name. Since i could barely understand the woman who answered the phone I finally told her that they had my insurance cards and all my privated medical history. This experience gave me more anxiety and a depressed mood which is why I wanted to see a psychiatrist . Zocdoc must not shoe doctors and the fact that they are available if they are not available and they should not indicate that the doctor had 2 appointments available today. This was very harmful to my mental health.Thank You, **** ************Business response
10/21/2024
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 a business day, please verify your most current contact information by emailing ********************************** or calling **************. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 18 I received a review through ZocDoc that was not mine. I talked with there customer service representative 9/23/2024 to see what can be done about getting the review removed as I am not the primary clinician. They responded right away and explained it would not be taken off even though I was not the provider. They proceeded to explain I was listed as a supervisor for said clinician however I don't not have credentials to supervise anyone. I proceeded to ask if the clinician were to get her own profile on ZocDoc would the review be transferred they proceeded to say no. It is unethical for another clinician to take the fault of another especially if they don't have the credentials to supervise. The review will reflect on my performance as a clinician and provide false information about my work. Even after providing sufficient evidence I was not the provider they continued to refuse removal. I have attached how they put me as her supervisor without my knowledge as well as the clinician who she was scheduled with and the review that was left.Business response
09/25/2024
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. Our Trust and Safety team has been notified of your concerns and the experience youve encountered up to this point and they have requested that you respond to their recent email as they are currently taking action to try and resolve your issue. We look forward to connecting soon.
Best,
Team ZocdocInitial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We are a primary care practice in ********* filing complaint about unjust policies of Zocdoc.Hidden Fees: We were charged for patient cancellations within Zocdocs 24hr notice period. When seeking clarification we were told our cancellation rate was higher than normal without specifics. Penalizing practices for factors beyond their control is unjust and not transparent.Misleading Advertising: Patients often contact us after finding our practice listed under specialties we do not provide, leading to frustration and unnecessary cancellations. Despite multiple reports, these issues remain unsolved. Zocdoc also modifies our profile without consent, misleading patients about insurance acceptance Inconsistent Review Practices: Zocdoc frequently changes its review policies without notification. We previously could contest reviews from patients who did not receive care. A recent change allows anyone who booked an appointment to leave feedback, regardless of attendance. This contradicts our agreement that no-shows could be marked appropriately, allowing negative feedback from those without firsthand experience and preventing us from responding, unjustly maligning our reputation Existing Patient Charges: Zocdocs billing practices for existing patients raise serious concerns. We were assured we wouldnt be charged for established patients, yet we often see charges for patients booked under different providers, contradicting our contract Policy Changes Without Notice: Zocdoc changes its policies without informing practices. Recent changes allow patients who never attended to leave reviews based solely on booking, significantly impacting our reputation Rising Fees: We have noted a pattern of fee increases, with two hikes in the past year. Despite assurances regarding existing patients, we continue to face unexpected charges.We urge an investigation into this, as Zocdocs practices are detrimental to healthcare providers committed to serving their communities with integrityBusiness response
09/23/2024
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. Our Trust and Safety team has been notified of your concerns and the experience youve encountered up to this point and they have requested that you respond to their recent email as they are currently taking action to try and resolve your issue. We look forward to connecting soon.Best,
Team ZocdocCustomer response
09/26/2024
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:[Your Answer Here]
Thank you for your response. However, I must express that our concerns regarding Zocdoc have not been adequately addressed.
Following our complaint to the Better Business Bureau (BBB), we had two phone conversations with Zocdoc representatives, which unfortunately led to increased confusion rather than clarification.
Firstly, Zocdoc continues to lack transparency. When we requested evidence supporting the alleged infractions that resulted in penalties, we were informed that no further information could be shared and were expected to accept that a violation occurred without substantiation.
Moreover, the allegations concerning our alleged no-show patients were not presented in detail. The only example provided was justifiable, as even Zocdoc's team acknowledged that it aligned with our policy for managing patient appointments.
We reiterated all our concerns as outlined in our BBB complaint; however, none were satisfactorily addressed. Instead, we received a response indicating that the manager recognized our frustration without offering any solutions.
We would appreciate your assistance in addressing the ongoing issues that are affecting numerous practices, including:
Hidden fees
Misleading advertising
Policy changes that are not clearly communicated and are enforced internally, resulting in monetary penalties for practices.
Inability for practices to respond to reviews, resulting in an unjust negative reputation. Any reputable businesses enforce conversation, as opposed to one-way communication.
Penalization of practices without evidence
Thank you for your attention to this matter. We look forward to your guidance.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* *****
Customer response
10/21/2024
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:[Your Answer Here]
The phone call did not result in anything apart from even more confusion in regards to how and why practices are penalized financially for no apparent reason. The representatives on the phone had no idea what is going on and why we were penalized financially. They provided no insight into the situation, did not give any detail and were not able to confirm anything. This was simply a waste of time. ZOCDOC's shady billing practices are impacting thousands of doctors who are trying to help patients. There is no real contract or anything in writing, so they do whatever they want!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* *****
Business response
10/26/2024
Hello *********,
Thank you for bringing this to our attention. Our intent is to provide our patients and providers with a great experience, and we apologize if we missed the ***** It appears you were recently in communication with a Sales Executive from Zocdoc, However, you are more than welcome to schedule a call with our Trust and Safety team directly via the link they have previously emailed to you if you would like to discuss your concerns regarding this matter further. We look forward to connecting soon, and to resolving this issue.
Best,
Team ZocdocInitial Complaint
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi, We have business with name Onestop Aesthetic Travel and **************** We are using your services but now you started charging us for cancellation within 24 hours. We would like you to reconsider that as patients cancel within 24 hours due to multiple reasons including they feel better or sometimes their schedule does now allow etc. We feel we are being charged and penalized for people booking randomly and cancelling.Business response
09/12/2024
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 ZocdocCustomer response
09/13/2024
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:[Your Answer Here]
I got the call telling me that this is implemented in Sept 2024 as a policy and we as a business can decide if we want to keep Zocdoc or move out of it. The *** agreed that most of the cancellations happened due to personal reasons and not because of anything that we can change. Again, I feel it is unfair to charge business for customers who change mind or cancel.
We definitely will keep a close watch and see if we want to cancel zocdoc but as of now, it seems like an overcharge.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There have been repeated charges to my credit card for services that have not been rendered. Patients have been booking, however my practice is no longer in business. After explaining the situation to the company, they refused to refund the money that they charged, explaining that they are a "marketing company" and that charges are for exposure, and not actual patients showing up. This is absolutely absurd. What poor business practices to be charging people for services that aren't rendered. Practitioners are already under severe stress that they should never have to deal with this kind of poor customer service.Business response
08/05/2024
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 leadership team is going to be 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 ZocdocCustomer response
08/07/2024
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:[Your Answer Here]
I will wait to receive your communication.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Customer response
08/09/2024
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:[Your Answer Here]
Could you please share the email addresses and phone number you reached out to? Because so far both my practice email, and the email I provided here has not received anything. And no voicemails have been received to the phone number provided here.
It appears that customer service continues to be an afterthought here.
-*****
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Business response
08/12/2024
Dear ***********************,
Thank you for your response. Weve attached the section of the User Agreement that was signed by you on 7/20/2022, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund.
Please feel free to give us a call at ************** if there are any additional questions.
Best,
Team ZocdocInitial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Zocdoc charges the provider's account every time a booking is made. They take no steps to ensure that bookings are valid. I have had bookings from fake patients. I have had bookings from patient's misrepresenting themselves and their insurance coverage. Patient's can select an insurance the practice accepts when booking even if they do not have that insurance and Zocdoc does nothing to verify the insurance. Therefore if they actually don't have the insurance they stated they did, I have still been charged if I've had to cancel that appointment. I've had patients try to use other people's insurance and IDs to book appointments. Patient's have knowingly submitted false information for which the provider has had to cancel booking and yet the provider is still charged. Zocdoc contacted me to join their "sponsored" program and pay them even more money for bookings. I declined. Shortly after this time, Zocdoc changed my "Search Score" from 100% to 70%. They state there is roughly a 5-fold difference in the amount of booking between these two search scores. I had 100% and then overnight 70%. Why did it change? Because they now require me to accept 5 major insurances. This was not the case prior. They change the rules whenever they want. A provider cannot change what insurances they accept overnight. It can take months to get credentialed with another insurance company. They never gave any notice of change in Search Score criteria. Overnight it negatively impacted the provider's schedule and expected earnings/income. Zocdoc support has firmly taken the stance that they do not rectify or reimburse any fees for situations listed above because that is "rare" and you are still paying them for the service of "leading patients to you." Zocdoc support did not acknowledge nor give reason nor attempt to rectify the negative impact changing search score criteria WITHOUT notice had on the provider.Business response
07/29/2024
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
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Zoc Doc posting false content and photos of me.Business response
07/26/2024
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 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
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ZocDoc is a company aimed at connecting patients with providers. Their business profits are based on charging the provider for initial appointments booked by interested patients. However, I believe the company knowingly, or at the very least, does not care about, the amount of fake appointments being scheduled, and based on other complaints, it appears I am not the only provider with this issue. Last month I had 7 bookings charging me $490, only one of those seven were an actual person. The overwhelming majority seem to be fake clients or bots that do not respond to initial emails from ZocDoc requesting their demographic and insurance information, but are allowed to book with providers. These fake clients or bots do not respond to any attempts at contact from the provider and no show appointments resulting in charges to providers who have no way of cancelling on our end to unresponsive fake clients or bots ahead of the appointment. This business model seems predatory and is either insidiously creating fake accounts for its own profits, or willfully benefiting from the existence of these fake clients/bots by not doing anything to prevent financial burden on providers such as allowing providers to cancel ahead of the appointment to "clients" who are unresponsive to all attempts at communication.Business response
07/09/2024
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 hours, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
Best,
Team ZocdocCustomer response
07/10/2024
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 not received any communication from ZocDoc and no attempts at resolving the issue specifically, only a benign response not addressing anything I reported.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
07/11/2024
Hi there,
After receiving your initial query, a member of our Service Team reached out to the contact email that we have on file to provide additional information regarding your concern. This outlined how to report users internal, which creates a report for our Trust & Safety team. We also discussed our verification process when joining the Zocdoc platform.
Since your own policies outline that "complaints must allege a deficiency in the company's marketplace performance with regard to the services or products at the business provided or allegedly agreed to provide." and we've already provided sufficient evidence as to why the deficiency they continue to allege does not exist, we would like to request that the case be closed. However, if you'd like to discuss this further, please do not hesitate to reach out to a member of our Service Team, as they are the best point of contact for questions or concerns.
Thank you,
Zocdoc
Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We are a medical practice and decided to use ZocDoc for patients to find our practice. ZocDoc was very aggressive in their outreach efforts and failed to explain clearly how their collect fees. They mentioned to me that we do not pay a fee unless we confirm an appointment but they were collecting fees based on people requesting an appointment. Furthermore, they failed to explain features such as lead time and they don't make these features available for self-service, so you have to contact their team to get this fixed. We got appointments booked same day even after I told them I needed the lead time feature corrected. We are a small medical practice and ZocDoc charged us for several appointments that never happened, that we never accepted, and that were booked same day when we made it clear we cannot take on same day appointments. They were misleading, aggressive and unwilling to help. Furthermore, its very complicated to use their platform. I told them twice I dont want to receive any more appointments from ZocDoc and they fail to make the changes for our providers to not receive any appointments.Business response
07/08/2024
Dear ********,
At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with the office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you. However, we want to ensure that you have as much information as possible to make Zocdoc work for you.
If anyone would like to speak with a member of the Zocdoc team more in depth, he/she can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
Best,
Team ZocdocCustomer response
07/11/2024
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, while ZocDoc has shared their terms of service, their sales reps and customer service representatives were misleading in their communications with me about how their business works. They made it clear to me that a clinic has to accept the patient in order to be charged. Furthermore, in at least one instance, after we let ZocDoc know that we are not fit to accept any patients who book an appointment same day, ZocDoc delayed in making the necessary changes to prevent this from happening. These are changes that only ZocDoc can name on their end. Because of that, we had at least one instance where a patient booked 'same-day' after we let ZocDoc know we cannot accept those requests, and they still charged us for it.I believe ZocDoc misrepresents their billing practices and then use that confusion to point to their terms and unfairly collect revenue from small business owners like myself. Furthermore, ZocDoc acted slowly in making changes to the settings for our clinic which resulted in unnecessary charges.
***************************
Business response
07/16/2024
Hi there ********,
Thank you for letting us know. Weve attached the section of the User Agreement that was signed by you on 12/19/2023, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund.
Please feel free to give us a call at ************** if there are any additional questions or if you would like help with managing your account.
Best,
Team ZocdocInitial Complaint
07/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
An appointment was booked on 06/28/2024 on my ZocDoc account by a fake patient using a public figure's name who used a fake phone number that doesn't ring. I had toggled off the option for out-of-network patients to book. This "patient" circumnavigated by selecting that they were in network with one insurance, yet uploaded a card that showed as "out-of-network" on ZocDoc and when I ran their benefits check. Additionally, the "patient" used a public figure's name which did not match the insurance information or the email address they used. I reported the patient and requested a refund yet ZocDoc is insisting on billing me the 70 dollars anyways even though I was promised that in a situation when a patient is unreachable or an appointment appears fake, that it would be refunded. This matter will not be resolved until it is confirmed that I am refunded. Otherwise, I will report to consumer affairs.Business response
07/03/2024
Dear ****,
At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, a member of the Zocdoc team has followed up personally with the office. We have let them know that based on our agreement, we wont provide a refund, and want to now close the loop with you.
If you would like to speak with a member of the Zocdoc team more in depth, you can give us a call at ************** and wed be happy to discuss the case further. If theres anything else we can do to close out this issue, please let us know.
Best,
Team ZocdocCustomer response
07/08/2024
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:[patient was unreachable and used a fake phone number and a public figure's name. I was informed via phone that in that case, the fee would be refunded. Zocdoc has wiped their hands clean and made no efforts to correct the problem and they are being unethical in taking the booking fee for an appointment that was unable to be held.]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
07/08/2024
Dear ****,
Thank you for letting us know. Upon your initial report, we escalated to our internal team who had reviewed all of the information you provided and aligned a refund would not be issued.
Additionally, weve attached the section of the User Agreement that was signed by you on 10/27/23, which includes the relevant terms regarding fees and payments and why we are unable to offer a refund.
Please feel free to give us a call at ***** ******** if there are any additional questions.
Best,
Team Zocdoc
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Customer Complaints Summary
106 total complaints in the last 3 years.
57 complaints closed in the last 12 months.