ComplaintsforVerisma Systems Inc.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted a request for medical records on June 20, 2023. I have spoken many times with representatives of Verisma who tell me that the records do exist and they have expedited or escalated the request. I get this answer every time I call, but I still have not received the records though I have a legal right to receive them. I have seen online many complaints about Verisma's poor service and that it takes them forever to deliver medical records. I am worried that it may take months for Verisma to deliver the records or that they will never be delivered at all. I need my records immediately.

  Business response

  08/15/2023

  It looks like records are available to download-I have reached out to the patient to assist in resolving this matter. Steps have been taken to avoid this in the future. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have tried to contact this company several times to get my my records transfered from *******Medical Group to ***** Rural Health and they have yet to answer the phone. My new Dr needs these in order for me to be seen. Being a company that handles such records should be more reliable and responsive. Is their anything else I can do to get my records?

  Business response

  07/31/2023

  We have left messages with this patient to resolve the issue. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/1/2023 I requested a copy of my medical records. On 6/16/23 I received an email that they were ready. I was charged $6.50 to download my medical records. The document that was downloaded was only a copy of the medical record request form, with NO medical records included. When I called on 6/16 I spoke with *********, who would not give me a ticket number or any follow up number regarding the call or the issue, and actually said "I'm not going to give you a number because it wouldn't help you." I have worked in customer service before and this is the definition of abysmal customer service. As absurd as it was to pay $6.50 to NOT receive my medical records, the idea that there is a charge to receive MY medical records, to which I am entitled as the patient, electronically (no printing fee), is also insulting.

  Business response

  06/30/2023

  We reached out to the requestor and confirmed the receipt of her records. There was a technical issue with the downloading of records that has now been resolved. The call was reviewed with the customer service agent and they have been retrained. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting to receive the medical records of my deceased husband from Verisma for two months now while initially I was told by the hospital staff that it would take 10 business days. I finally did receive a letter from Verisma with an Access Code but when I tried to enter it on their website it says that my request is CANCELLED. No other communication received from this company as to why this was cancelled and while I tried calling VERISMA at *************, it didn't get me anywhere since NO ONE ANSWERS THIS PHONE NUMBER.Horrible company and non-existing customer service.

  Business response

  05/30/2023

  We are reaching out for more info so we can resolve this matter. 

  Business response

  06/06/2023

    Her 1st request was rejected due to lack of signature.  Once we got the correct information the request was processed, and the requesto  received her records om 5/15/23 via mail. We are sorry for the inconvenience this has caused. This matter is resolved. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Our company frequently requests medical records for our clients to submit as evidence in disability claims. One of the providers in our state recently began using Verisma as a third party records delivery system. We received and paid an invoice for a records request through Verisma and have copies of the paid invoices and transaction receipts. Once paid, the company states the records will be sent within 6 - 10 business days. It has been 28 calendar days since the invoice was paid and we still have not received the requested records nor any further communication. When entering the invoice number or the access code that Verisma supplies for tracking or checking the status of the records, their portal continually states it is an invalid code. When calling, the automated system states that the invoice cannot be found. We have called multiple times and waited on hold without ever reaching a representative. The automated system eventually just hangs up. We have sent multiple emails to their support email and have received no response. So, this company took our payment for records, then eliminated the invoice number and access code for the records and never sent the records.

  Business response

  05/19/2023

  We are working towards a resolution. I am waiting to hear back to ensure these records were received. 

  Business response

  05/22/2023

  Upon further review we confirmed that the requestor has received all the requested records that are available. A refund for the duplicate set of records she received has been requested and is in process. I have been in touch with the requestor and have advised of these updates. 

  We are also investigating what happened to avoid this in the future. 

  This matter is resolved.

  Customer response

  05/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The complaint is resolved and there is nothing further they are able to do change my negative view of their company.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requested release of records on 2/17, using *********************'s portal. No response. Requested the release of records more recently, using the new Verisma system, and apparently they "haven't shown up on the system yet." Not just this, but the "tracking code" I was supposed to receive was not sent to me, nor have the Verisma representatives been able to help me. The Verisma requestor support center also did not help with this, as the email I input is "not in their system."

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 12 I sent an email to Verisma requesting medical records from ***************************************** a ****************************, his offices ********************************************************. I need the medical records for a VA hearing. I am still waiting for my records, Ive called Verisma several time, then told me various stories about what is holding the records up. 3 expedite requested were made the last Jan 28,2023 still no records. Excuse after excuse..

  Business response

  02/20/2023

  Records appear to have been downloaded on 2/7. I will reach out to this patient to see what else is needed. 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Still waiting for Medical Records originally requested on September 16, 2022. They waited until November 2, 2022 to advise that they believed the authorization was improper because the "reason" box was not checked. This is not a valid reason not to honor the request and the reason was clearly "legal" since the requestor was a law firm. On November 2, 2022 per  Versima's request the Authorization with the "legal" box check was faxed and we have confirmation of the fax being received. On November 17, we checked on the status and were told they did not have the request. We sent it again that same day, orally confirmed that they received it and were told a "rush" would be put on it. We called today, November 18, 2022 and were told it would take at least 30 days. This is a time sensitive situation and we will NOT receive the records within 3 months of the original request!?

  Business response

  11/28/2022

  I am reaching out to this attorney to get more info in order to resolve this issue. 

  Customer response

  11/29/2022

  ---------- Forwarded message ---------
  From: *************************** <*************************************;
  Date: Tue, Nov 29, 2022 at 12:03 PM
  Subject: Complaint ID ********; ********************
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

  Versima promptly responded to my Complaint and resolved the situation quickly.

  ************************************, Esq.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm a paralegal and our firm has had trouble reaching Verisma regarding medical records requests. Our Office has called three times over the past two weeks and each time we waited for over AN HOUR and finally give up and hang up because we need to use our phones for other calls. We've sent two requests and one of the requests got rejected for a reason that does not make sense. We have always sent our request with a HIPAA and a signed power of attorney, but for some reason, it is not sufficient for this ONE case. We cannot even call Verisma to follow up and ask about the rejection or follow up on our second request because they do not EVER answer their phone. Horrible medical records service that just holds records hostage and prevents clients from receiving their records in a timely fashion.

  Business response

  11/21/2022

  I have forwarded this request to the client manager for review and resolution. 

  We will resolve this.

  Business response

  06/06/2023

  Upon receiving the complaint, I reached out to the client manager to assist. 

  Records were sent to the requestor and downloaded by the requestor on 11/23/2022. 

  re: the complaints about the hold time for customer service we have added new agents and other enhancements and the current wait time is an average of under 2 minutes.
  

  
  

  Customer response

  06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ***
  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Verisma, I will begin with a little comedy. Your email should be changed to NOsolutions@verisma.com! I have been on hold with you for over an hour & 1/2, why don't you give some unemployed people a job? So all kidding aside your organization sucks! 6 months and two tries to get medical notes sent to my daughters new Dr. Y** and ***** ***** just do not even fulfill the request, you just ignore it. That is why you suck! I demand to speak to someone at NoSolutions via email regarding this matter. Please provide me a direct contacts name, email and direct phone number? I ask for the 3rd time that all notes regarding my daughter from Dr. ***** ******* (especially those regarding his specific diagnosis of *** ********** *********** Disorder be directed to the person listed below: ***** ********, MS, LMHC Psychotherapist ***** **** Counseling Services *** ******** ******** *** Commack, NY ***** Phone: (**** ******** Email: *****@*******************.com ***** ***** is useless and refuses to help me track down where the break down is regarding this 6 month old request. Your company *********** is useless because you keep people in the phone que for over one hour. You also refuse to process two request that have been sent to you by ***** *****. You are even more useless and pathetic that you do not even follow up when you receive two requests - do not process them and do not even bother to call me or send me a letter of explanation as to why. These are serious legal waters you are stepping in. My daughter is severely depressed and suicidal. Her new Dr. is trying to treat her but is missing 2 years worth of valuable notes from her previous practitioner for over 6 months now due to your company's negligence!!!!! Hope you go bankrupt soon, Not your friend, **** ******* (father of ****** *******) On Mon, Sep 26, 2022 at 4:27 PM **** ******* wrote: Hello *****, Please see my HIPPA request from April 18th that my d

  Business response

  11/14/2022

  I apologize for the delayed response. This appears to have been resolved -the records were overnighted on 10/17. 

*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. ↩