DrChrono Avis 

This company has cost me thousands because of faulty billing, software, and a complete lack of customer service. I am out tens of thousands due to their lack of communication and implementation to another clearinghouse after the cyberattack. Now due to timely filing, many claims won't be paid. They've pretty much ghosted me. I think they have 3 people on staff total. I am furious. Anyone else have these issues and know if they can be held responsible?

They have cost me tens of thousands of dollars from mismanagement of my account during the cyber attack. Horrible customer service. Horrible everything. DO NOT TRUST THIS COMPANY.

Needs a complete overhaul. It’s been the same for a decade and is seriously outdated. It used to be cutting edge and I hoped they would try to stay ahead of the curve but it’s seems as though there’s very little effort to modernize the platform. It also crashes all the time.

DrChrono's 9th reply to me is as follows:
I hope this email finds you well!

I checked with the development team and the specialist, they have confirmed that the ERA which was received from the payer was posted successfully.

If you observe the payment posted was incorrect,you need to check with the payer from where the ERA was received,because the system will post the information only from the ERA received.

Also i have attached the source file for your reference on what the ERA was received with so that you can check the same in the ERA.

Please let me know, if you have any other queries.
If the issues persist, please reply to this support ticket.

My last email back to DrChrono:

I have no problem with how your software posted the claim...........the problem is how your Adjustment Master is working. Two different times you have logged onto my computer and verified that you and I have the Adjustment Master set up correctly to automatically adjust the secondary payer's amount that they are saying that I should write off, even though it is a duplicate of the primary payer's adjustment amount.

Even as of yesterday, 7/23/2024, the Adjustment Master is not working correctly. I am still getting negative numbers in my accounts receivable.

I don't know how else to tell you that this is a huge problem. I don't know how to make you understand what the real problem is. Two phone calls and you logging into my system to view the problem, twice, and lots of emails back and forth and you still have NO CONCEPT of what I am telling you the problem is and thus I can get no resolution.

I am going to have to post this thread on social media to see if I can crowd source an answer to my problem. I have no more faith in your customer service support. I am sure you are a nice person, but DrChrono's customer service is the worst I have ever encountered in the 45 years I have been working in the medical/insurance business.

I chose Dr. Chrono because I needed an EHR to get me across the country (a lot less expensive than HIPAA compliant mover of paper charts). My expectation after the demo was vastly different than what was delivered. I've used it for four (mostly) excruciating months.
Some might say - buyer beware - so I'll lay out a few things that were either not true, or just frustrating.
1) Tele-medicine through Chrono is limited to 80 hours a MONTH. I have 100% Telehealth practice and they knew that in the demo call. They will charge you an additional fee if you need more hours...significantly more than a Zoom Pro annual subscription.
2) Onboarding is scripted and when you ask a question, they have trouble moving away from the script.
3) Patients do not know when they have a message from OnPatient - no text available for this.
4) You will likely have to create your own note templates which are clunky and takes a significant amount of time to learn how to do them. It took me just under a week and multiple videos that didn't explain what was needed. So much wasted time doing this - it could have been much more streamlined.
5) Superbill template cannot be altered and requires a signature which leads to needing another product to complete it. It was not useful - I made my own.
6) Online "help" documentation says it's updated, but there is no way they actually look at it. The images they use are old and don't always related to the verbiage which is incomplete or unclear. There is a "was this article helpful" button at the bottom. Out of 25-50 articles I read, maybe two had more positives than negatives.
7) Clicking - clicking - clicking - click - click - click - click - click - clicking - clicking - click - and - click.
8) Feedback - they don't ask... well, at least not until I'd decided to look elsewhere, so I followed the link to the survey. You have to sign up for a Microsoft account in order to participate.
9) Stripe is NOT integrated.
10) Bright point was when I used a patient's phone number in "search" and their name actually came up. That was it.
Bottom line - Dr. Chrono is clunky, overpriced for what they ACTUALLY deliver and very far from being remotely intuitive. Save yourself the hassle - look elsewhere.

No EHR is perfect, but this has been a nightmare. Multiple system issues this year, countless reports filed, I requested a refund for the fact that I had to pay someone to manually do call all patients for a month while they were getting the engineering team to figure out what was wrong. I was told I would receive a refund on April 4th and as of today, that has still not happened. I have emailed to ask where it is and that goes ignored. I was told I would get a full month refund and then was told I would only get $150 (though I had to pay someone for a full month to do what my EHR is supposed to do). But I never received that either. There seem to be promises made to just stop you from asking but they don't actually seem to follow through. I have been trying to get an issue fixed with DrChrono connection to Quest for over 5 years now!! If you have a practice that you want to run smoothly, this is not the company to work with.

For anyone considering using DrChrono, DON'T!!! I haven't been receiving ERAs since October, despite hundreds of emails, calls, tickets, hours and hours of wasted time, etc. They've sent me on wild goose chases all over the place: "contact the payer, contact the clearinghouse, update the browser, clear your cache". Their policy is deny, delay, deflect. Last week, after seven months of this, I was told there was no way to get the missing ERA for hundreds of claims- case closed. They've refused to refund me. I've filed complaints on BBB- which they respond with "we're working to resolve the issue" and then close the complaint. When I create a ticket- they respond the same way- and close the ticket. I've sent certified letters to the CEOs of DrChrono and their parent company, EverCommerce with no response. This is in addition to the website outages, reminders not going out, then inaccurate reminders going out (which I did not create, but was billed for), claims randomly being rejected from the gateway, erx not going through, appointments disappearing, notes not saving. Now that I'm trying to leave and migrate to a new EHR, the new EHR is saying the bulk data is not transferable because it is not actually labeled by patient- just thousands of random files. You've been warned!!!

I had purchased a retiring Docs clinic who was using DrChrono. Part of the agreement when purchasing the clinic was that I had to finish his contract that had approximately 6 months left on it. I called DrChrono and explained that I dont us their software and would just like to finish paying out the ritiring docs contract. They would not allow me access to the patient files in order to upload them to my EHR unless I signed an assignment agreement with them which I reluctantly signed. The staff at DRChrono was fully aware of the situation and that I did not use their software and had no plans whatsoever to use their software after the remaining contract was fulfilled. Well, the 6 months passed and DRChrono renewed my agreement for another year. I called to let them know that there had been a mistake and that it was well known to the staff that I don't use their software, never have and that I was only finishing out the retiring doctors contract. They took this matter to their managers who gave absolutely zero cares. They explained that it is in the fine details of the contract and that I had not sent in written notice. They did not care whether or not I told them over the phone, even though they told me they had recordings of the call. They did not care that I don't use, nor never have used their software because its states in the fine details (which I was never provided) that they require a 30 or 60 day written notice of cancellation. They explained that they had the legal right to hold me to the agreement that I signed. I asked them if they thought it was morally right to force me to pay for a product that I dont use and their response was that I had signed the contract, and they were going to hold me to the contract regardless of whether or not I had ever used their product. So, now Im stuck paying this terrible company over $3,000 for absolutely NOTHING! I emailed back and forth with the people for days if not weeks. They dont care about anything other than taking as much money as possible from you! Learn from my lesson, RUN from this company. They are absolutely terrible!

My entire experience has been a NIGHTMARE! Firstly, I was never fully trained from day one, it has never been fully implemented. I have limped along for way too long before giving up and firing them! Secondly, I'm having the same issues as everyone else, reach out for an issue, get the first response saying they will fix it, then ZERO follow up. Thirdly, I am in the termination process and they keep restricting my ability to send/correct claims for my final wrap up. By dragging their feet they continue to collect my month to month fee, instead of allowing me to complete my termination process. Lastly, even though I followed the correct termination process and timeline, they tried to auto-renew me for another year! I would NEVER RECOMMEND THEM, It is an AWFUL company! BUYER BEWARE!!!

I am never ne to write a bad review but I am desperate for someone to call me back. I have been calling for the last month with a billing issue, I am having an issue with one insurance company. I am now getting timely filing on several claims because no one from Dr. Chrono has reached out to try to resolve it. I call and sometimes get someone that answers and they say it is going to a manager and I will get a call back that day, I never do . They say there is only one person that can fix this and that he will call me back. As far as I'm concerned they really do not care.

DrChrono use to be very solid, however, last few years has been a consistent decline in quality with software and support. Support often can’t see or understand their own problems. Excuses Excuses. They said “Switching to Amazon web services will fix our downtime “ not true same problems I would argue it has been worse. Bugs Glitches bugs and glitches have no idea what happened to this company.
I have another softwares that I use in my practice and when they were down for a fraction of the time DrChrono is down a very sincere UNSOLICITED apology was given and a credit on my account for that month. Don’t ever expect this from DrChrono they just ignore your frustration don’t take accountability and have never given one penny in credit for the loss they create.

Falsely represented capabilities of platform. Spent over 100 employee hours attending "training" conducted by people who provided inaccurate information and caused numerous delays and errors. Client data was lost causing poor customer experience and additional time trying to recover data. We used the platform 3 weeks and lost time and money. The representative refused to provide a refund and continues to bill $600+ per month for a product that is not useable and corrupted. Misrepresentations, unprofessional and inept trainers and employees, short-sighted and money-hungry.

Great program when it works. A lot of customization you can do to fit any practice. However, System slowdowns and or system going offline is a common occurrence. As good as the system is, it is utterly useless when it doesn't work especially during a busy work day. I dont understand why or how the system goes out but the response is always a generic response about their techs looking into it. System can be down anywhere from an hour to the whole day. For the amount a provider has to pay, there should never be a problem like this.

Truly horrible. Multiple times every month there seems to be a major outage where you are unable to view the schedule, pull up notes, call in prescriptions, etc. Makes treatment on those days impossible and then when it comes back online hours later, I have to stay late at the office to catch back up and finish my charts. It is frustrating to say the least. No excuse why it should be down so often.

We use Dr. Chrono for our psychiatrist's office and have experienced glitch after glitch. At times it just flat out deleted appointments, and weren't able to be traced. Other times it won't just flat out work, I've had that happen several times on a Monday morning with a long list of patient needs. This platform has cost us thousands of dollars and has left us open to lawsuits. I would avoid at all means.

This company is impossible to reach. I needed to add another provider account. Two months ago, I reached out via email no response. Called customer service, no answer, left a message but never returned our call. Put in a ticket, sent a text no answer.

If I can rate them less than one I star I would. We have had all similar problems as everyone is stating here. Customer service is absolutely awful taking out tickets never answering emails because they all probably work from home. How can you run a business without having open communication with your clients. There is no empathy or communication in working with businesses. This is our way of getting paid. It should not have to be so hard. Multiple mistakes and no accountability. I’d like to know if anyone on here has consulted an attorney for consult regarding these issues. This is obviously a huge problem that goes unanswered and definitely not fixed. Our business suffered greatly.

I am writing in regards to Dr. Chrono.we’ve had them for over two years and we’ve had nothing but trouble with them. We are a small town family owned business with two practitioners and we are operating on a limited budget. When I decided to change services and hire an in-house coder and biller. she went back through charts,that, Chronos, coding and billing service and found several thousand dollars worth of fraudulently billed patient charts that we had already been paid for. We had to contact those payers and arrange a repayment plan. It was advertised as a hands off coding and billing service. Had we not manually audited all of their charts our practice could’ve been in serious trouble, I also received several repeated monthly billing statements that were overcharged. Once we recognized the fraudulent billing practices, we made the transition to a new EMR service Dr. Chrono immediately shut off access to our patient health information, we attempted to negotiate with them regarding the balance we owed them, and the amount of money we had to pay back to payers but they refused to listen. When we terminated our agreement with Dr. Chrono and were making our transion to our new EMR they denied us access to all of our accounts receivable from our payers and patients. Only one week into this they shut off all services including patient health information. This has caused a serious disruption in cash flow for our clinic. We are having to get attorneys involved. We had all of those issues with customer service as the reviews have stated and difficulty with communication with an actual person. Dr. Chrono is fraudulent and unethical I am warning anyone out there who is thinking about Dr. Chrono to absolutely run the other way. And I hope that insurance payers out there Will look into this with practices that have Dr. Chrono. They are more than capable of destroying a medical practice.

I have been sending them e-mails to rectify a billing issue I have had and there has been no help. I had paid for entire year upfront and I kept getting bills monthly. And after I cancelled their service they continued to bill me. Their service and support sucks. Instead of looking into the issue they reported me to a collection service. I refuse to pay for services that was not not rendered. I will report them to BBB and the attorney journal. Please do not waste your money or time with this company.

holy moly!!!! where do I start? Initially started as a wonderful system, based India but we were willing to overlook that. We then had a staff change without notice and all hell broke out. Horrible communication, horrible collections, over charging on services initially quoted as lower amounts. Could keep going on and on. Do yourselves a favor; DON'T USE THIS COMPANY!!