ComplaintsforZocdoc

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Initial Complaint
04/17/2024
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 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 Zocdoc
Initial Complaint
04/10/2024
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.
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 Zocdoc
Customer 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 Team
Customer 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
03/29/2024
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 March 6, 2024 our office was notified there was a problem with connectivity. We checked all of our computers and rebooted everything. There were no power surges or disruptions by the host computer. Patients began double booking and the office staff was thrown into chaos because the calendars weren't linked and therefore not current. This was extremely disruptive. Multiple staff members from our office called over 4 times between March 6 and March 25 where we tried to resolve the issue and were told the integration team was working on it. On March 26, I received a request from the integration team to schedule a call to re-link the system (this took place 3/28 at 10:00 a.m.). We had to reset my Office Ally passwords for two administrators and then create a new one because the administrative accounts were still not allowing the link to connect. Meanwhile, at 9:00 a.m. on the same date (March 28), I received an email that ZocDoc got an upgrade with new features. This leads me to believe the issue was on their end, not ours. We were without services for over three weeks. I asked to speak to sales to request a credit or future discount. I was told it's in their policy documentation they do not offer this regardless of whose fault it is. How can a business, in good faith, expect us to continue doing business with them when there is no accountability? We've been with them over 5 years and spend a lot of money for their product - not to mention how unprofessional we looked to new patients (as well as existing) for something we had no control over? It was over three weeks of no service. I'm highly disappointed and will most likely shop around for a replacement at this point in time.
Business response
03/29/2024
Hello *********************** MD LLC,
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. It looks as thought you've been in contact with our Service Team within the last few days regarding this same issue. 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 ******* ************

Best,
Team Zocdoc
Customer response
04/02/2024
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 called ZocDoc on 4/2/24 at 7:58 p.m. as instructed and spoke with **********. I explained the BBB issue and she put me on hold so she could speak with the operations team. I was told again they do not refund or credit for calendar integration issues. We were billed $1,020 for the month of March.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
04/03/2024
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 *** ******** ******* We have let them know that based on our agreement and policy, we wont provide a refund, and want to now close the loop with you.
If **** or ********************** office would like to speak with a member of the Zocdoc team more in depth, they 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 Zocdoc
Customer response
04/08/2024
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:

[Your Answer Here]
I have already called twice and was given the same answer - no refund, no credit.
3/28/24 ******
4/2/24 **********
This is not a resolution - this is gaslighting.
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
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 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 Zocdoc
Initial Complaint
03/15/2024
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.
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 Zocdoc
Initial Complaint
03/06/2024
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 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 Zocdoc
Initial Complaint
02/21/2024
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.
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 Zocdoc
Initial Complaint
02/21/2024
Complaint Type:
Delivery 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.
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 Zocdoc
Initial Complaint
02/15/2024
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.
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
Initial Complaint
02/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a marriage and family therapist. Zocdoc has me listed incorrectly. When my incorrect, outdated credentials come up, zocdoc recommends similar providers within their network. If they are going to resort to using my name to drive clicks to their providers, they should at least use up to date information.
Business response
02/05/2024
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 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
02/07/2024
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,

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

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