Updox Reviews

“faxes fail every single day

Pros

Honestly I can't recommend it. They had a very small page limit for faxing so we had faxes failing every single day. When the product was down, our staff reported a complete lack of support.

Cons

The product was broken a lot. Their contract is really unfair. You only have a tiny window to cancel and if you're just 18 days late, they lock you into a whole extra year of payments.

“broken with bad support

Pros

When it works, it's fine. But the problem is it just doesn't work reliably enough. And when you do have an issue, getting a response from customer service is really tough.

Cons

Customer service is frustrating. You can't just call and get a person to fix a problem. You have to schedule a Zoom meeting and if you're busy with actual work when it's time, you have to start all over. Meanwhile, important stuff for patients is just stuck. Their contracts auto-renew with no way out and they won't let you buy your way out. We're stuck paying about $600 a month for a service we don't even want anymore for seven more months. It's so annoying. The starting price was great when we began but then they raised it by 500%. When they have an outage which happens pretty often, it completely shuts our office down.

“very poor support

Pros

I like that it helps us communicate with patients much more quickly.

Cons

My main issues are with the leadership, the poor customer service and not being told about the fine print. If you don't tell them 60 days before your contract ends, you're stuck in it.

“Just an avg tool

Pros

I really love the Forms feature but you can find similar tools in other places for a much cheaper price.

Cons

customer service is not great. I tried to cancel my subscription and they refused because I didn't notify them more than 60 days in advance.

“works well with our system

Pros

The integration with our EMR, Practice Fusion is pretty good. I like the Updox module because it creates a queue for texts and faxes that we can work through. It's a solid tool for scheduling and interacting with patients efficiently.

Cons

There's still some manual work to do in the queue. I wish there was a magic wand to automate it but there isn't.

“fast but pdfs are dumb

Pros

I appreciate the tight integration with our EMR, it makes uploading documents to patient charts super fast.

Cons

It's 2024 and all the faxes come in as PDFs. Why can't I search the text? Why can't I set up rules to send things from specific people to specific folders? Also, it often feels sluggish or slow for no clear reason.

“overall good tool

Pros

I love that I can work from anywhere and get my job done. Being able to communicate with patients at any time is great and the messaging feature is one of my absolute favorites in Updox!

Cons

We use another platform for telehealth because that feature in it has not always been reliable.

“worst services!

Pros

Nothing. I mean it literally. There is nothing to like about a company that shows no appreciation for its customers.

Cons

The customer service is poor. They have no respect for your time. Honestly I think it's only a matter of time before there's a class-action lawsuit against them.

“easy, secure but short texts

Pros

It's easy to use and I like being able to send faxes with HIPAA security.

Cons

I don't like that you can't use enough characters when you are texting.

“fax and telehealth are good

Pros

The faxing and document management are key for me. It's HIPAA compliant and having the telemed option is a definite plus.

Cons

It can be a little slow or glitchy sometimes but when there's a real outage, they usually fix it pretty fast.

“perfect in every single way

Pros

It's easy to use, practical and we got started quickly. They have constant updates, we can customize our templates and the price is affordable.

Cons

I honestly can't think of a single thing I don't like.

“unhelpful and sneaky with changes

Pros

Nothing. The customer service supervisor, in particular just was not interested in actually helping customers.

Cons

After I subscribed, they made some changes without telling me. Also when I was in Puerto Rico, I could only sign in by email.

“trapped in a useless contract

Pros

It functions for texting but it doesn't track individual conversations well. It also doesn't make it easy to transfer a text conversation into a patient's chart.

Cons

It was not as useful as I thought but I was forced to sign a 1-year contract. When I told them I wouldn't be using it, they just said, "You signed a contract." As a small solo practice this is a huge, unexpected expense for something I'm not even using. They were completely rigid.

“great potential but disappointing execution

Pros

The customizable patient forms are great and the whole system is easy to use. I like the automatic appointment reminders, we can customize them and track exactly when they were sent. The main reason we chose them is because they're the only program that integrates with Practice Fusion right now.

Cons

The broadcast feature is not HIPAA compliant because you can't control exactly who gets it. The secure text is ridiculous, you can't use paragraph breaks so everything becomes one giant block of text. We also get spam on their texting numbers. The video chat cuts out or buffers during patient visits. Customer service is often unhelpful. Sometimes our patients don't get their reminders and support told me it was because of a "system outage" when the appointment was made but they never sent an alert about it. And for all these issues, the cost ends up being really high.

“reliable with helpful support

Pros

It is reliable for me and the support is always prompt and helpful. It's also HIPAA compliant so I know our patients' information is shared securely.

Cons

Some parts were a bit confusing at first but the great support team helped me figure it out. After that, it became easy to do on my own.

“an expensive four-day nightmare

Pros

The video quality is great and that's all I enjoyed for the 4 days that cost me $94. I didn't sign up planning to quit but after 4 days full of obstacles and no help, I decided to switch to Doxyme and it was a long-overdue change. Why would I pay that money just to leave? I'm on Practice Fusion so it was convenient and I really didn't want to go.

Cons

It just didn't work for me, my calls kept dropping constantly. I checked my internet and everything was fine. My iMac is only 6 months old and has no issues. I contacted customer service right away because I had so many patients scheduled and it wasn't even a weekend (so they couldn't blame it on that). They got back to me the next day, took notes and said they'd "escalate" it. I felt like I was being passed around. They sent me a bunch of emails but never solved anything. My whole experience was a four-day nightmare! They wouldn't give me a refund even though I only used their broken service for four days and reported the problem immediately. I'm not here to hurt any business, I own several myself, I just want to share my experience. I'm using Doxyme now with zero issues. They are super responsive, have a real help desk and I only pay $35 a month. Doxyme's video quality is much better (though Updox's is good too) and I can pull up patient files during calls. I feel at ease with Doxyme because I know they'll actually help me. Updox needs to change their whole approach. They are not worth $94. Their customer service is poor and they just don't seem to care. What good is "collecting information to escalate" when I have 20 patients to see? Does that sound like a company you'd want to deal with? Walk in my shoes, don't just send endless emails. Never again!

“good features but causes lag

Pros

It has some great features like the internal messenger, payments and broadcast messages. But a more comprehensive offering with A.I. solutions from TelezecareMD just came out on top for me.

Cons

The electronic fax has some downsides. It sometimes causes lag during my Telehealth video calls.

“took money...gave nothing back

Pros

They took my money and didn't give me the services I paid for. Do not use this product under any circumstances. They'll take your money and rip you off but won't give you a refund.

Cons

I couldn't even access the product when I traveled out of the country. They made me buy a US VPN, it still didn't work and then they acted like it was my fault. Their support staff had no idea what they were doing.

“quick support but faxing is not

Pros

Their support is good. They responded quickly and the tech I spoke with was pleasant.

Cons

The fax service was unreliable. We used SFax before and it cost way less than Updox. We never lost a fax with them. With Updox, we've lost several faxes and had problems sending them.

“costly and constantly broken

Pros

Texting is the only positive feature, when it works and the system is not down. They don't have a backup system if it fails and it fails a lot.

Cons

It's not reliable, the features are half-finished and unusable and the support is terrible. There's no phone number to call, just a voicemail box. And the prices keep going up.

“A deal we didn't want

Pros

integration with Practice Fusion was forced on us, we weren't really given a choice since they had already made a deal with each other.

Cons

customer support really drops off after you sign up and pay.

“secure and without complaints

Pros

I like every feature of the software but I especially like how it secures our information.

Cons

I like everything about the software so there's really nothing for me to dislike.

“fax organizer with one small flaw

Pros

What I love most is being able to send all the documents I need to fax for the day over to this software. Updox keeps everything organized and in order making it easy to view, classify and send with just a couple of clicks. It also makes it easy to double-check your work and avoid a huge paper mess. The integration with our medical software was easy and simple and troubleshooting anything with the company is always accessible.

Cons

The only thing I don't like is the contacts system. Making a new contact or cleaning up your list should be a lot simpler than it is.

“never works and no support

Pros

It doesn't work properly and has constant downtime. There's no service whatsoever.

Cons

Worst company EVER. DO NOT BUY FROM THEM. There was NO service for ONE FULL MONTH. No one answers the phone. There is no tech support.

“simple and saves paper

Pros

With its flag system, it's easy to assign incoming faxes to the correct person. I love that you can fax from here, too. It definitely saves paper!

Cons

I can't really say there are features I don't like. It's quick and simple to use. If I had to pick something, I'd say I wish there was a personal folder to save things in if I needed to.

“useful but gets too pricey

Pros

They integrate with many other systems and software to help us meet quality measures and stay compliant.

Cons

Every time you add a feature, the cost goes up. There are other software options out there offering the same services for less money.

“works but privacy is broken

Pros

I've been using Updox on and off for a little over a year. Our IT guys set it up for our company. I know that I and many of my co-workers found it confusing and complicated at first. It took some getting used to. Now that I've figured it out, I can load my faxes fairly quickly and check back for results. It's maybe not the most user-friendly program but it gets the job done.

Cons

I've told our IT guys several times that I can still see other departments' faxes and they can probably see mine. This is a big problem since I'm in HR and handle confidential documents. IT says they can't see mine but if I can see theirs, I'm sure they can see mine. There needs to be a clear, confidential section for each department in Updox. I also don't like that I have to keep hitting "refresh" to see if a fax went through. Even though I checked the box for Updox to notify me, I never get any alerts.

“great but pushy on price

Pros

I appreciate how easy it was to integrate with our EMR. This software worked smoothly with Practice Fusion.

Cons

The price, they're much more expensive than their competitors. Also, almost every message I got from them was just trying to upsell me on another one of their products.

“powerful but not connected

Pros

I like the option to preview documents before managing them, the multiple document management features and the customer service.

Cons

It was not truly integrated into our EHR so we had to process everything separately.

“useful if you can set it up

Pros

We can receive and send referrals electronically. For me it's very convenient if you're working from home or as a VA and you don't have access to a fax machine or just don't want to waste any more paper.

Cons

Setting this up at first is very confusing. You really need help from the company to get it working with your printer or computer.

“lied and charged me more

Pros

The old version of UpDox was really good and easy to use.

Cons

They suddenly changed their business model and became four times more expensive without any warning and without giving us a chance to leave. Customer service never responded. When I finally got a person on the phone (by calling sales because no other department answers), they claimed they'd tried to call and email my clinic many times. That's a lie, they had my personal cell and email which both keep perfect records. Then the rep said I was "borderline racist" because I complained that their chat feature which was the only option they gave me, was staffed by people in another country who couldn't actually do anything to help. After three months of calling and being charged four times my original rate, I finally got someone to cancel but they refused to refund my money, claiming the service was "available" and they'd "tried to contact me." More lies. I'm contacting my bank to stop all future payments from this company.

“simple perfect fax tool

Pros

It is very easy to use. I can drop documents in and edit them which is great because my handwriting isn't very legible. This lets me fill out forms and edit documents easily so they're clear and then I can fax them right where they need to go. It's a great fax system for our practice and everyone can have their own tag or "file" cabinet for their faxes.

Cons

I really can't think of anything I don't like about this program. I like how everything works and how easy it is to use.

“best choice for faxing from home

Pros

I was looking for software to help my staff work remotely and still have access to faxing without needing an actual machine. It was the perfect solution for that.

Cons

I don't like that they don't integrate with all EMR systems yet. If they did, it would really help more healthcare offices use it.

“very easy and no problems

Pros

I love that it is easy to use and very easy to understand.

Cons

I HAVE NOT FOUND ANYTHING THAT I DO NOT LIKE ABOUT IT.

“my easy paper saver

Pros

It is my fax machine. It's so easy to use and saves paper and time. I can import directly to my electronic medical record, get faxes from home and respond quickly to faxed requests. It has saved a lot of time for my office staff, they don't have to call patients anymore because they get reminders.

Cons

The reminder system could use more options.

“excellent for text reminders

Pros

The text message feature helps us connect easier with our patients by reminding them of appointments.

Cons

no cons so far. everything has worked great for how I use the system.

“fax and calls work well

Pros

I like being able to fax into the system without having to print anything and also the call reminders for our patients.

Cons

I don't have any cons to list. We've been very pleased with Updox.

“good but has small bugs

Pros

It's a great way to keep faxes organized digitally.

Cons

I can't rearrange my folders or make sub-folders. Also the typing is buggy sometimes.

“works well and saves time

Pros

We mainly use Updox for faxes and emails. It's integrated with our medical records system so it's very effective and a real time-saver. We're very satisfied with it. Unfortunately, they've moved to internet access only. I really loved that we could just click an icon on the desktop to launch Updox.

Cons

nothinggg. I have no issues with it and if we ever have a connection problem, support is always ready to help.

“made our office paper-free

Pros

It has truly allowed our office to become paperless. We save a huge amount of time not having to scan and fax paper documents.

Cons

We'd love a feature to insert the user's name with one click on a document. A lot of our forms need both a signature and a printed name and this would save us so much time!

“shares files on any computer

Pros

I like being able to retrieve files across different platforms and share files easily.

Cons

It doesn't auto-sync if I don't have the database loaded on the computer I'm using at the time.

“saves paper but not money

Pros

We have less paper to work with which saves on paper and ink.

Cons

Sometimes when I send docs from Updox to a patient chart, it accidentally sends documents from the prior sent tray and the price is high.

“Reliable if contact lists were simple

Pros

I like its versatility and consistency. You can easily trust it to get things done and if for any reason it can't send a fax or a message, it will alert you. It also has great staff/user settings that are helpful for larger teams.

Cons

I don't like that I can't fax blast to a contact list. Adding or importing contact lists is too complicated and the user interface gets messy really fast.

“no more broken fax machines

Pros

It's great that everything is integrated so I can see it all on my computer screen. No more technical errors dealing with the fax machine.

Cons

Nothing at all. The customer service is great!

“fax from your system easily

Pros

I love being able to fax from within our EHR system. It makes the process of handling results and reports much easier. The integration was easy and the platform is user-friendly. It has also made patient communication easier.

Cons

Sometimes there's a small lag when sending things from UpDox into our EHR system.

“simple and never misses a fax

Pros

Its super simple to use. I can tag people with faxes for their department and edit documents before sending. We were using an old-school fax system and had trouble getting faxes or would get partial faxes. With Updox, we haven't missed anything. And the option to keep faxes in the archive is awesome. We are very happy with our purchase.

Cons

The only thing I'd change is showing the username of who sent a fax, in case it doesn't go through.

“so easyyy...no help needed

Pros

I appreciate how easy Updox is to use! I don't have to hunt around or bother customer service to figure things out. Some of the other software I use is time-consuming and exhausting to learn.

Cons

I wish it would integrate directly with my EMR so I wouldn't have to download documents from it and then upload them again.

“real time saver for work

Pros

It is incredibly easy to use. I can send faxes from my medical records software to other facilities and receive information to input directly into patient files. This has saved me so much time and makes running the accounts receivable part of our business MUCH easier. The tools available (highlight, redact, digital signatures, etc.) cover everything I need and I only needed to be shown them once to understand how to use them.

Cons

Sometimes it takes a little while for something I've "printed" to show up in the inbox but that's normal for any printer. A quick page refresh fixes it but speeding this up would be my only request!

“perfectly easy for daily use

Pros

It's super easy to use on a daily basis which is honestly the most important thing for us.

Cons

We don't have any negative concerns at this time!