ComplaintsforZocdoc

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a provider who is contracted with zocdoc booking services. I began in may 2023 and was terminated in November 2023. The services are provided and charged per patient booking. From May to November I have paid over $10,000. I was charged a fee of $3520 in September and October. Because I had some questions about discrepancies in the number of patients I was being charged for I contacted zocdoc. I reached out at least 6 times via phone calls and emails. I spoke to several people in accounts and billing name include ********************************, *******, **** and others. Each call lasted at least 30 min to an hour. I also sat and wrote several emails. All taking time I do not have. I requested information and tried to understand the charges and NO ONE helped me. Due to lack of information I issued a stop payment through my bank. During this time zocdoc was very swift to contact me to tell me they would terminate my account. I still did not receive any other information and now that my account has been closed I could not see charges. I had to call again and speak with someone and stay on the phone an hour to just be told the same stuff. I received no apology. There was no accountability and overall just bad business from a company Ive given so much time and money to. I was then told my contract states Im charged even for patients that do not show. The information in my contract is no where to be found. I would just like a better explanation and understanding. I would also like a credit for the lost time and bookings. My payment was retracted on October 29th (attached photo) and my account closed November. Not even 2 weeks. It took me months to get in contact with them yet I was given no time and still left with discrepancies in what I am paying for. If delegated and better communication this is a great source for patients but unfortunately poor service has lead me in another direction. You need to be a very well established business to even keep up with their misleading practices.

  

  Business response

  01/25/2024

  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 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 or phone call within the next business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting soon.
  Best, 
  Team Zocdoc

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zocdoc's information regarding what provider is in network or not has been wrong several times now. I keep having to cancel appts and call providers and try to find in network doctors.

  

  Business response

  01/23/2024

  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 1 business day of receiving this email, please verify your most current contact information by emailing ********************************** or calling **************. We look forward to connecting soon.
  
  Best,
  Team Zocdoc

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zocdoc overcharged my business an extra $300 this month. Zocdoc did not provide any warning or mention that we were getting charged more for our services. Correspondance with Zocdoc tells us there is no written policy regarding the extra charge, but that my business should have known about the extra charge. This is not sufficient.I believe that any features that incur extra charges should be made clear to the user before they utilize the feature. There was no pop-up, warning, or fine print when using the feature.Any reasonable correspondance with Zocdoc has led to a "we do not consider appeals and all decisons are final" and the figurative middle finger.Their behavior is not fitting for the high rating BBB has given Zocdoc.

  

  Business response

  01/16/2024

  Dear ***************************,
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this situation 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 Zocdoc

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially signed up with ZOCDOC referral services at the beginning of 2023. I expected to receive legitimate referrals meaning that there was an actual person connected to the phone, name and email provided that would allow us to contact the individual to schedule an appointment. I have received a total of 4 referrals from ZOCDOC over the past year. All of them were either non existent or were unreachable. Wrong numbers, incorrect names, non responsive or false email address. I have complained to the company and they take the stance that once someone provides information online, I am charged regardless, even when the person does not exist. I was recently charged $ ****** on 12/11/2023 for patients that were unreachable or numbers/emails were incorrect or wrong number provided. I have closed my ZOCDOC account today. They would not credit the charges. I would like those charges reversed as well as provide a warning to any health care professional considering the use of Zocdoc's services.

  

  Business response

  01/05/2024

  Hi there,

  
  At 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 Dr. XX's office directly to outline that the changes stated were within the statement of the use agreement provided.

  
  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.

  
  If we can answer any further questions, please let us know.

  
  Best,
  Zocdoc Team

  Customer response

  01/17/2024

  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:

  Their referrals were phony names/numbers and email addresses.  None of the information could be verified or people contacted.  Their business is supposed to verify and confirm these people exist and are legitimate.  The referrals were not legitimate contacts.  I do not believe they can just create and submit false patient contact information and claim they are performing as agreed.   

   

   

   

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

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Zocdoc advertises to be a platform where patients could find list of doctor's who are in network with patients' insurance company. I as a patient, suffered from tooth pain and was in search for a dentist and received treatment. I went to the dentist office and they never informed me whether they are in-network with my insurance or not. Because I found the in-network provider through **********, I went to receive treatment. Later on, I saw my insurance claim which states that the dentists were not in-network and I was charged with out-of-network fees. I was heavily charged with my treatments and these ended up exceeding my insurance benefits and I was forced to pay out-of-pocket due to extreme pain. I ask ********** to fix the insurance listings for these doctors who falsely listed the insurance coverage, compensate for financial damages caused by false information listed on **********.

  

  Business response

  01/04/2024

  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

  01/23/2024

  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:

  the zocdoc team responded that they cannot take any action, nor provide any resolution.

  
  Below is the last response from the Zocdoc team, which states that Zocdoc takes no part in providing insurance information.

   

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

  
  

   

   

   

   

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

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

  

  Business response

  01/23/2024

  Hi there,

  Our Trust and Safety team has been in contact with this patient and let them know what additional is needed in order for us to move forward. Once we have the additional information, our team can process that information and move forward correctly. If we can answer any further questions, please let us know.

   

  Best, 

  Team Zocdoc

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Similar issue as reported by multiple other users. I booked and appointment with ZocDoc, provided my in network insurance which is ********** Blue Shield if ********. Appointment is booked and then the confirmation requests start coming from ***********. Trying to confirm through *********** doesn't work as my insurance provider doesn't show ** in the accepted list and that stops me from providing a payment method and confirming. Ive contacted support multiple times and they have provided no help. I've now wasted two weeks trying to book an appointment with a therapist I will never attempt to use this fraudulent service again.

  

  Business response

  12/07/2023

  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

  Customer response

  12/11/2023

  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 business reached out to me on 12/6 at 4:18pm,asked me to clear my browser cache which has nothing to do with the complaint, then at 12/7 at 8:37 am, barely 12 hours later, closed the case due to my lack of communication.

   Again, the issue is that one service, Zocdoc, claims that they have therapists in my BCBSIL network.  They then book an appointment which leads to Grow Therapy suddenly managing the appointment, requesting payment details but no longer supporting my current insurance.  I would define this as bait and switch.

   They clearly don't understand the issue and are unable to provide effective or empathetic support.  

   

   

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

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

  

  Business response

  01/23/2024

  Hi there,

  We have escalated these concerns to the *********** in an attempt to make sure that the information is accurate. We work on these on a case by case basis, so if there are any additional issues, please feel free to contact the Zocdoc Service Team.

   

  Best,

  Zocdoc Team

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Zoc doc shows a primary care physician with ********** blue shield insurance of ********* as in-network...I called *************************,pcp's office and explained my plan.they said they accepted it.i only had a screening done which is free under my plan.i have an appointment with a psychiatrist on 11/22 and I was told to see a PCP.just for a prescription until my appointment...it took all but 2 minutes for ************************* to call it in and they accepted my $5 co-payment.if they didn't accept it I would have been charged full price.,just for a physical and 2 minute visit she sent a bill for $791.00.no.physical.would even cost that much.....she should be investigated for gouging and showing in network when she's out

  

  Business response

  11/22/2023

  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

  Customer response

  11/27/2023

  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

  11/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company has a written contract with me in which I agree to pay for each new patient referral unless the patient chooses to cancel within 24 hours of booking. After a 13-year relationship, I find them to be in breach of their contract. Here is my story. Starting in September, 2023, we have had an enormous number of cancelled appointments. There is no specified reason for why the patient is rescheduling and no limit to the number of cancellations a patient may make. ZocDoc has not reached out to confirm or question whether the cancellations are legitimate or ask for evidence, but was sure to leave a message on top of the web page that due to high cancelations I would now be charged for every patient going forward that scheduled, no matter what, even if the cancelling was initiated by the patient and within the 24-hour period. This is the first time in 13 years this has happened. It is very unusual. It does not say how many cancellations are too many, and how long we have to go before we are restored. If this is a new policy, we were not informed nor did we knowingly agree to accept this addition. I tried to escalate my concerns and was told there is NO process for complaints, only feedback. Cancellations are done on their website by the patient. One reason they cancel is that ZocDoc list ins. plans that are not accepted. ZocDoc wants to charge me, without recourse, for their error, even within the 24-hour period. I reached out to ZocDoc to schedule a call with Trust and Safety team, which were completely booked. ZocDoc is not willing to investigate any issue. Their actions appear fraudulent, unfair and perhaps, even illegal.

  

  Business response

  11/15/2023

  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 listed on your BBB account to see how we can further resolve this issue. If you do not receive contact within 1 business day, please verify your most current contact information by emailing ********************************** or calling ************. We look forward to connecting again soon.
  Best, 
  Team Zocdoc

  Customer response

  12/04/2023

  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 one has reached out to respond to our complaint as promised.

  [No one has reached out to us to settle this complaint regarding overcharging of fees due to our complaint as promised. ]

   No one from ZocDoc has responded to my complaint.

   

   

   

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

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

  

  Business response

  01/26/2024

  Hi there, 

  At Zocdoc, we always strive to provide our patients and doctors with a great experience. Since this case has been brought to our attention, and as you've mentioned, 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.

  We will have another associate reach out to discuss anything further.

   

  Best,

  Zocdoc Team

  Customer response

  01/31/2024

  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:

  [They have not responded to my complaint.  They said they called the practice and asked for me, but I answered the phone all day and they did not call.  I also checked our digital phone record and did not see a call come in from this company.   I have also not received any credit at all for all of the issues.  ]

   

   They have not responded to my complaint.  They said they called the practice and asked for me, but I answered the phone all day and they did not call.  I also checked our digital phone record and did not see a call come in from this company.   I have also not received any credit at all for all of the issues

   

   

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

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

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My contract with Zocdoc was terminated without due notice, lack of response, or an attempt to rectify the issue they claim to be having.

  

  Business response

  11/15/2023

  Dear ****************,
  
  At Zocdoc, we always strive to provide our patients and doctors with a great experience. To uphold our high service standards, our users must align with our User Agreement and Community Standards. 
  When these standards are not upheld, we work with individuals to inform them and try to align behaviors with our policy. If an individual is continuously unable to abide by our policy, as in the case of this complaint, we are forced to discontinue the use of our service which is what our Trust and Safety team has informed you of. This is how we keep Zocdoc a positive and useful resource for all patients and providers.
  
  Please let us know if you have any questions.
  
  Best,
  
  Team Zocdoc

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has verbal (within demo) and written contract terms in which I, as the provider, agree to pay for new patient referrals unless the patient chooses to cancel within 24 hours of booking. There are no specified reasons for the patient cancelling or limit to the amount of cancellations in either the verbal or written contract terms. I have, on multiple occasions, received emails from their "Trust and Safety" team with accusations of violating policies, threats to suspend or terminate my account, and today I received a notification my account was suspended for three days statin policy violation. Part of their sales pitch is that you can get a ****************** listing for your account if you have your website bookings direct to them to earn a "loyal patient award". I stand to encounter significant financial losses from this suspension. I reached out to them and was told the "Trust and Safety" team, available via scheduled calls, which were completely booked until the following day could handle it. I attempted to escalate my concerns and was told there is NO process for escalating concerns in this regard and no process for policy complaints, only acceptance of "feedback". All of my cancellations are in writing from the patient directly. I have reported my concerns to ZocDoc before that these accusations and threats appear to be an attempt to intimidate customers, like myself, into not claiming the removal of the referral fee for patients who cancel, which unilaterally benefits the company. ZocDoc has never once reached out to confirm or question whether cancellations are legitimate or ask for evidence in this regard. I was told the matter would be resolved today as the team would "open a slot" to talk with the team and get it fixed. This option was removed once I indicated that their policies appeared to be a violation of my legal rights in the relationship and instead, I got an email indicating they could "put me in contact with their legal team".

  

  Business response

  09/28/2023

  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, we have followed up with your office directly to outline that the changes stated were within the statement of the use agreement provided.

  
  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.

  
  If we can answer any further questions, please let us know.

  
  Best,
  Zocdoc Team

*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. ↩