ComplaintsforZocdoc

Doctor Referral

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/02/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I believe I am being sent fake clients who book for a session and NEVER respond to the numerous outreach efforts, the most recent one has been two weeks in the making. I do not believe these prospective clients even exist. I am then billed $70 booking fee, this has now happened twice. This is an unacceptable practice for sessions that have not been confirmed by me for clients who do no seem to exist.
Business response
07/02/2024
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 Zocdoc
Customer response
07/03/2024
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
06/27/2024
Complaint Type:
Product Issues
Status:
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.
Zoc Doc charged my account for a patient that can't legally see. The patient lives in a state that I am not licensed in. I told *** Doc that I should be charged a booking fee since I can't legally see the patient. The patient also lives 4 hours away!
Business response
06/27/2024
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 Zocdoc
Initial Complaint
06/24/2024
Complaint Type:
Product Issues
Status:
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.
I booked an appointment through the zocdoc app. I specifically selected a doctor that was in network (MHN). I got a confirmation email from zocdoc saying that the doctor was in network (MHN) and that the total cost would be $20. Then, I got an email saying I had to log into circle medical to have the appointment. I did this and then after the appointment, I got an invoice for $150 from circle medical. I did not give circle medical my credit card details and only gave these details to zocdoc. I contested the fee and zocdoc have asked me to provide so much information that they already have. Circle medical told me that the doctor was not in network so I had to pay the full amount. I have reported this to my credit card holder as this is fraud.
Business response
06/24/2024
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 response youre looking for. 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.
Best,
Team Zocdoc
Customer response
06/24/2024
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:

No action has been taken and no refund has been made.

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

Business response
06/27/2024
Hi there,
We are sorry to hear about your poor experience. Since receiving your complaint, this has been escalated to our Trust and Safety team for review. Please forward any additional responses or screenshots to the email sent by our internal team on June 24th around 11:50 AM EST. They will be the best point of contact to resolve the issue. We look forward to hearing from you!
Zocdoc Service Team
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ive changed employers and have been trying to get my profile removed as it is confusing for patients as I work in a different location and its confusing for patients because the incorrect information is coming up in a ****** search. *** tried repeatedly reaching out to ZocDoc to no avail.
Business response
06/14/2024
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 Zocdoc
Initial Complaint
05/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I had an appointment and now i get a million junk emails with NO unsubscribe button
Business response
05/28/2024
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 Zocdoc
Customer response
05/30/2024
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 got another email reminder today to fill out their survey

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Customer response
07/23/2024
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:

Somebody called me to tell me they removed my email and later that day I got ANOTHER EMAIL from them with a survey

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Business response
07/23/2024
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. 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 Zocdoc
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
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.
WE HAVE BEEN A PROVIDER CLIENT OF ZOCDOC FOR YEARS. THEY ARE EXTREMELY INCOMPETENT, YET RAISE FEES! THE DECIETFUL SHADY BUSINESS PRACTICES ARE CONCERNING. USED TO CHARGE A FLAT FEE THEN GOT GREEDY. CHARGE $35 EACH NEW PATIENT WHICH IS HALF THE PROFIT SOMETIMES. FOR A $10 DOMAIN A WEBSITE DOING ZERO WORK? WE ARE TREATING THEM. THEN THE AUDACITY TO CHARGE YOU FOR NO SHOWS AND CANCELATIONS ITS A FORTUNE LOST! PROVIDERS PAY IF SOMEONE BOOKS THEN CANCELS A DAY OR 2 LATER LIKE WE HAVE CONTROL OVER THAT! YOU CANNOT REACH OUT TO SOMEONE TO COME IN IF THEY ARENT YOUR PATIENT. THEY ARE ONLY A PATIENT ONCE THEY ARE SEEN OTHERWISE ITS HARASSMENT ZOCDOC USED THE EXCUSE THAT THEY CHARGE FOR THE BOOKING NOW THEY SAY THEY ARENT CHARGING FOR BOOKING THEY ARE A MARKETING COMPANY BECAUSE THEY KNOW ITS NOT ALLOWED YET THEY CANT EVEN MARKET THEIR ACCOUNTS CORRECTLY. 8 MONTHS THEY CANT LIST ACCEPTED INSURANCE PLANS CORRECTLY, PATIENTS SEE US OUT OF NETWORK, WE LOSE BOOKINGS. WE CONSTANTLY REACH OUT CHECK THOUSANDS OF PLANS. GETS FIXED IN 3-5 DAYS THEN DAYS LATER REVERTS TO OUT OF NETWORK. THEY CHANGED THEIR SETTINGS 9/2023 AND WE CANT EVEN ADJUST IT CUZ IT WONT SAVE. EITHER THEYRE SO INCOMPETENT OR THEYRE PURPOSELY DOING THIS. PERHAPS THEY WANT TO SHOW SMALLER ACCOUNTS OUT OF NETWORK SO THE LARGER ACCOUNTS GET ALL THE BOOKINGS IS MY BEST GUESS. THE WORST PART IS AFTER ALL THE LOST PATIENTS, BOOKING, STAFF TIME, AGGRAVATION THEY WONT DISCOUNT THEY ACTUALLY HAD THE AUDACITY TO RAISE THEIR FEES AGAIN TO $37.50, AFTER 8 MONTHS WE GET OUR PROFILE CORRECTED, STAFF ONLY SAYS THEY WILL SEND A MESSAGE FOR ESCALATION! OUR ACCOUNT MANAGER DOESNT CALL BACK, WE NEED A RESOLUTION. EVERY ERROR WHICH IS EVERY COUPLE DAYS THEY SEND A GENERIC MESSAGE SAYING THEY ARE WORKING ON IT 2-3DAYS YET NOTHING EVER IS REALLY FIXED. C*** SERVICE W/ OUTSOURCED STAFF BUT CHARGE MORE.WHAT ARE WE GETTING WITH THE INCREASE? THEY DONT CARE ABOUT CUSTOMER SERVICE AND SATISFACTION WHILE CHARGING THOUSANDS MONTHLY.
Business response
05/28/2024
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 will be reaching out to the email address and phone number listed on your BBB account within 1 business day, 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 Zocdoc
Initial Complaint
05/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
I keep asking Zocdoc to remove my professional profile for over a month, but they refuse. Patients are being improperly routed as a result.
Business response
05/23/2024
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. A member of our Service team is reaching out to the email address listed on your BBB account, to 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
Initial Complaint
05/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I used Zocdoc to search for DOCTORS in my area. Instead, it gave a list of doctors, NPs and PAs. NPs and PAs are not doctors. When generating the list of healthcare providers, the Zocdoc web site refers to NPs and PAs as DOCTORS. This is a deceptive trade practice. Further solidifying the seriousness of this matter, in most states, including my state, it is a violation of state law to refer to NPs and PAs as DOCTORS. Zocdoc should respect state law by NOT listing NPs and PAs as DOCTORS.I submitted a written complaint to Zocdoc about this deceptive practice but the representative did not address the matter of my complaint and instead offered to search for healthcare professionals on my behalf. This was not an acceptable response. Again, Zocdoc needs to immediately stop conflating doctors (M.D. and D.O.) with NPs and PAs, which are not doctors.
Business response
05/20/2024
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 Zocdoc
Customer response
05/21/2024
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:

The company's ***resentative admitted that their practice of listing healthcare providers that are not medical doctors in their "doctor" lists is deceptive and misleading, but there was no commitment to actually fix the problem or even keep me informed about any steps they will take to fix the problem. The company's *** agreed only to look into the problem and consider making changes.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Customer response
05/31/2024
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 merchant is continuing to use stonewalling and gaslighting tactics instead of taking action to make reasonable changes to their deceptive healthcare provider referral system. Please close my complaint as "unresolved" since it is clear that the merchant has no intention of acting in good faith.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Business response
06/14/2024
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 response youre looking for. Our team has been notified of your concerns and the experience youve encountered up to this point and we have shared your feedback with our product teams. If youd still like to discuss this or connect with a member of our team directly, please give us a call at ************ or email us at service @zocdoc.com.

Best,

Team Zocdoc
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
Customer response
05/20/2024
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]

Hello,

Please note that this company has not called me to resolve this issue and when I called they said they will get back to me and have not since.

--

***********************************

LMHC

Affinity Mental Health Counseling

Phone: ************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************************

Business response
09/02/2024
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. While it looks like our team did receive a few calls from you back in May after your first complaint and were able to speak with you, we would be happy to make sure you can speak with our team again. A member of our Service team will 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 Zocdoc
Initial Complaint
04/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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 you
Business 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 Zocdoc

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforZocdoc

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

Business response

Business response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary