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.