DrChrono Avis 

Like everyone else, we have had just a terrible time with the billing aspect of this company. We lost 150k in one year because dr chrono’s billing team (which is outsourced to another country) didn’t do even a small portion that they are contracted to do. Didn’t follow up on denials, had the audacity to send claims back to the practice with issues like “there’s a place of service error” or asking the practice for coding clarification that the billing team is responsible for.

This is not uncommon as is evident by all the reviews, the issue lies in that the company feels like they can continue to charge the client for services that aren’t rendered. This is a breach of contract, yet they continuously say they are working on the issue.

At this point, I have been told I renewed my contract recently, however they have yet to provide said contract showing my signature.

The services, or lack of, have been so bad that I told my rep they could pay me 50k a year to stick with the billing tram and I would still refuse, because I would be losing more than that staying with them.

We are a small practice and we are having issues with our remittance reports not being transmitted to Dr Chrono, this is a known issue for Chrono. We asked what the resolution time frame is I am told that the developers are working as quickly as possible to get this resolved. This interferes with our daily functions and this should be able to be fixed and/or a time frame should be able to be given. I understand that issues happen but a time frame should be given and upheld. Is this a issue we have to worry about in the future?

I would give 0 stars if possible for the service department. I have had an issue for 2 months now with my prescriptions showing up on another practice's reports. I work in pain management in one clinic, and with MAT in another, both clinics use Dr. Chrono. I have different user names and passwords for the 2 clinics. The opioids are showing up under my log in on the MAT reports, and not on the pain management log in. This started right after I had to switch verification apps for EPCS. I send weekly requests for updates, but all I get is a generic "we're looking into it" even when I ask for details. So fed up!!!
One day later: I guess all it took was to write this review to have my issue fixed. What had been delayed for 2 months was fixed in 5 hours after I posted this review. We'll see what issues pop up next.
Two days later: I looked at my prescription report under my login for MAT, all my pain management prescriptions are still there so it looks like I am prescribing opioids to patients in drug abuse treatment. I also saw that refill requests are coming in under the wrong log in, an issue that has been "fixed" at least 2 times before.

See my last post. I am still not registered with Medicare for the same reason as the past 3 times. I have now not billed Medicare for services in over 6 months. I have also lost the ability to bill Medical Mutual due to their lack of technical support. I just submitted a 3rd ticket. The 2nd asked for immediate follow-up because the time to submit had passed on several and due to pass on more. Of course NO RESPONSE. I am now looking at other programs. ABSOLUTELY DO NOT USE DR CHRONO!!!!!!!

Before I start, look at the HUGE number of 1 star reviews. Scroll down. Notice that all the 5 star reviews are on a SINGLE day (Oct 5). Then past that one day, all 1 star reviews continue. I think they are creating fake reviews!

A horrendous, goat [curse word] of a company. Implementation team has *no* clue what they are doing. 6 months later, we have progressed little. I've had to train the implementation team on aspects of their job. No, really. They have tens of thousands of dollars of our money, and we have absolutely nothing to show for it.
In a month or so, they're going to put a canned response on here about how much they value their clients, and would I please contact them... Don't believe their sad face. Reviews here show this is nothing new, and they continue to do nothing about it. You can shove your canned response.

Give your money to a homeless person. You'll feel better about your decision, and maybe some good will come from it.

UPDATE: Received an email from the company through Trustpilot requesting my contact information. How is it that they have so many customers who have been treated this way that they can't figure out which one I am? Why do they want to have a private conversation now that I've gone public, instead of fixing things based off the multiple PRIVATE conversations we HAVE had?

UPDATE 2: Oh, look. The canned response I was promised. The sales team is perfect. They do everything right. Make every promise. Delivery of those promises? Nope.

I have recently changed to this EHR based on sales hype. None of which has been true. They say they can not even time stamp a note with more than one time stamp, they tell me this in a chat that has each response time stamped, but they say they can not put that in a clinical note.
THis is substandard servcie and substandard product. Regret this move

This program has many glitches. I have used it for 5 years and basically have just written templates to rectify the many issues with information propagating into the notes, and by avoiding their convoluted pre-programmed text. But the biggest issue is their fees and unreasonable nature in which they conduct their business. I fired an associate, and they intend to charge me for his use of the program until June 2021, even though I fired him in October. AND they have an AUTO RENEWAL of their contract, so that wasn't even discussed or negotiated with me after 5 years of being a patron of them! THEY SUCK! I DO NOT RECOMMEND DOING BUSINESS WITH THESE PEOPLE

I have used Dr Chrono for one year. Positives- it has concise notes, that you can alter to your practice, easy navigation.
Negatives- horrible customer service, expect response to your "support ticket" form days to month after. No way to contact anyone by phone. Constant , unannounced change of your account manager and other support people, assigned to your account.
I had an "accidental" merge of over 2000 patient to my account from a different practice and it took me close to 1 week, to get someone's attention and have it removed. I am now fighting to stop unauthorized billing for termination of service, for over two months.. It's as messy and disorganized as it can be,,DO not chose!!

In early 2019 we were scammed into paying for a year of DrChrono for a little over $2,000. We were left in the cold during implementation and the manager stopped returning our calls. We finally had enough and asked for a refund as it wasn't going to work for us. We were declined our refund and they deactivated our access after we told them we weren't going to use an EHR that wasn't fully up and running for us (nor met our needs). I've since heard this same story for many practices in my area that gave DrChrono a shot. Beware and move on to the next EHR.

Update 10/2024
They have changed their help ticket format. There is no longer somewhere to view progress on all open tickets. We had to make a spreadsheet ourselves to track ticket numbers, so we can email them and ask them for status updates.

There is no real way to export patient files to a new EHR. 8 years of records for 8 providers will be an absolute nightmare. We’re basically hostages.

UPDATE: management did mention that they saw this review and gave me a credit on my statement. They have not, however, solved help tickets that have been open for 6+ weeks. So my assessment of them stands. Buyer beware. Actually, don’t beware. Choose a different vendor.

We’ve been with dr chrono for almost 5 years. The first year was really good. And then things went steadily downhill, and the service is now abysmal.

They do a decent job at initial onboarding, when you first sign the contract....because they still are trying to impress you. But later on when a new provider joins your group, be prepared for several months of pulling your hair out as you try to get the new person on boarded. Your new provider will receive no training. YOU will have to be on DrChrono about every detail, because they certainly don’t have an onboarding punch list. Keep in mind that if a provider leaves your practice, they will keep charging you for that provider until your annual contract ends. Even if you replace that provider.

My newest provider has been waiting a month for them to get his credit card processing working. This after waiting 1.5 months for them to set up his claim submission correctly. So here we are 3 months and almost $1000 in monthly fees in and he still can’t fully collect payment for his services.

What else? Automatic appointment reminders may or may not get sent. Your note or that appointment you’re trying to make may or may not get saved. Electronic statements that never make it to the patient portal. Claims that give the appearance of having been sent, but never make it to the insurance company... All “customer service” is via help tickets, no live assistance. They advertise integration with quest and labcorp, but labcorp refuses to integrate unless you’re a huge practice, so don’t count on it. Quest did eventually get integrated with us, but it took months and months and me going a little bit ballistic before it actually got done.

They recently announced that they are moving their servers to AWS, and it will solve all the problems. They’ve been saying some thing or another will fix things for years now.

We only started using their system and they have removed patient data, demographics,clinical notes,billing and appointments. The customer service has been non existent. Reading these reviews is making me think that I am going to look to get out before I get in any deeper. Seems to be a good program. The foundation is there but the customer service is just not there. Empty promises. Only work during the week. Ridiculous too hard to reach. They mess up the accounts with no plan to correct. Not professional

DrChrono has some room for growth in certain areas, but over all this software is saving me a tremendous amount of time.

I have been using DrChrono for about 2 years. It has everything one needs for their EHR. It is super flexible and can fit many categories of physician. I gave it 5 stars b/c it really can do everything and help a practice run more efficiently. I think the only downside this has is that there are so many options, you need to put the time in at the beginning to tailor it to your needs.

Great program. Besides it being down sometimes the system has worked great for me. Simple easy to use.

I am a physical therapist and I love how customizable the documentation platform is. DrChrono also has great scheduling and a patient portal platform that allows for easy scheduling by the provider and the patient. My only "complaint" is that I do not need to use much of the powerful capabilities that DrChrono has to offer and therefore it has some very minor "clutter/extra options" that I am unable to remove and just have to scroll past or see on my screen. These do not in any way impair the performance of the amazing platform DrChrono has to offer!

Dr chrono is very easy to use, it is well organized and I know that my patient’s information is safe and protected. Would highly recommend.

I have been using DrChrono since 2016 as a solo provider. I love the presentation/look, how easy it is to navigate, the east of use on different platforms (my iPhone or iPad), and how prescribing, labwork, billing, etc. is all integrated. I have used a number of EHR/EMR throughout my career, and this one has been the most user friendly.

The billing dept is very helpful and very friendly! Easy to use from anywhere

I use it everyday for work. I love being able to log in from anywhere at anytime!

Very user friendly and customizable. I use it on my laptop. Can also be used on an iPad. Works with a lot of external apps and softwares. I highly recommend this for an Electronic medical record platform.