Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged with Medtrainer when I opened by men’s health franchise clinic (Gameday Mens health Frederick)
  As of April 1, 2025 I have transferred ownership of the business. I no longer own the business, run the business, have any rights to the business. Thus I needed to terminate my usage with Medtrainer. I was told by Medtrainer even through I no longer own the business I still need to pay the remaining 6 months on the contract. They reduced my bill from $121 to $60 however I am disputing any further billing due to the above.

  Business Response

  Date: 04/17/2025

  Dear Miss **********
  

  Thank you for bringing your concerns to our attention.
  

  Enclosed is our formal response to your complaint. We’ve carefully reviewed the situation and taken steps to resolve the issue to the best of our ability. If you have any further questions or require additional assistance, please don’t hesitate to reach out.

  Your satisfaction is important to us, and we appreciate your patience and understanding.

  ****** ******
  Paralegal
  * * ***** ******** **** ****
  

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Medtrainer is charging our facility that work has not been completed or done. They refuse to cancel our contract and refund our monies for services that were no rendered on their behalf.

  Business Response

  Date: 01/19/2023

  Dear Ms. ******,

  
  

  We are in receipt of your BBB complaint regarding your contract with MedTrainer.

  
  

  Our team has taken the opportunity to review the dozens of emails to you and all of the work done on your account.  MedTrainer takes issue with your assertion Pain Relief Centers has paid for services that have not been rendered.  MedTrainer has conducted credentialing for all contracted providers and has yet to be paid for any provider enrollment.

  
  

  MedTrainer has received several varying reasons in support of your desire to cancel including your assertion Pain Relief Centers was declaring bankruptcy.  To date, we have not received any communication regarding a pending bankruptcy.  If you have this information, please have your counsel forward it to me directly at the email address below.

  
  

  Yesterday, you threatened to use the BBB to conduct an investigation for fraudulent charging and warned us that further emails, "will be considered harassment and legal action will be sought."  MedTrainer will continue to exercise its right to enforce the valid contract executed between MedTrainer and Pain Relief Center.  Regrettably, this may include turning this account over to a third party collection agency.

  
  

  Have said this, MedTrainer is willing to discuss a mutually-agreeable termination of your account.  You may contact me directly to discuss a possible resolution.

  
  

  Sincerely yours,

  
  

  *** ******
  ***** ****** *******
  * *************
  **  ************
  **  ************
  ******************

• Initial Complaint

  Date:11/16/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classic Bait and Switch experience.
  
  The sales person never mentioned a 3-year commitment until we saw it in the contract itself, prompting the question, and the hard sell to get us to sign up.
  
  Post sale support was abysmal with long wait times for responses.
  
  As we grew, we added profiles, which of course adds cost - but they don't tell you that the new monthly fee becomes the new minimum, even if you no longer have those profiles. Example: we recently decided to escape this sham of a company holding us hostage, but first we closed all of our active profiles, which we hoped, would at worst, allow us to maintain the original minimum monthly fee until the end of our contrac*** period. Surprise: they expect you to pay for profiles you don't even need/use once you had them at any point.
  
  Basically, they trick you into paying lots of money for things you don't need or use, and then hold you hostage and ignore your emails.
  
  My team tried to follow up with them and then I was pulled into this nightmare when they made no progress.
  
  We are hoping for a clean break here for what has been paid thus far, since we no longer use their software or services in any way shape or form.

  Business Response

  Date: 11/22/2022

  Dear Mr. *****,

  
  

  Thank you for your email. I am sorry you have not found value in the services you contrac*** to receive from MedTrainer.

  
  

  After reviewing your account, it appears you signed the original contract with MedTrainer 9/1/2021, as well as three subsequent addenda on 10/29/2021, 5/17/2022, and 7/27/2022, respectively.  

  
  

  It appears, at first glance, you and your company may have been initially satisfied with the service in so far as you both signed an original contract and multiple addenda.  Clearly, however, something happened to change this opinion and I would like the opportunity to meet with you to discuss a resolution.  My contact information is below, please let me know what date and time work best for you.

  
  

  Sincerely yours,

  
  

  *** ******
  

  VP - Human Resources and Legal

  O :###-###-####

  C:  ###-###-####

  F:  ###-###-####

  ***@medtrainer.com

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  • January 27, 2022 - After purchasing Biometric Testing Equipment with *** W********* with Medical & Science Direct, he introduced me to ***** ****** with Medtrainer subsequently having a virtual demo of their compliance cloud base service. These services were intended to provided online training and compliance for healthcare professionals. The insurance credentialing service was offered only in conjunction with the training data base. Two virtual demos were performed with sales manager T**** ******* ****** ***** & ****** ***** with QuickCred. See attachments
  • January 31,2022- After looking over the contract I explained that I did not need the staff compliance so early on in my business as I was still working on building foundation and that highest priority was insurance credentialing. I was informed they would start on my credentialing as soon as I signed the contract for employee compliance data base.
  • February 2, 2022- Contracted this company to completed commercial insurance & CMS (Centers for Medicaid Services) credentialing for CLIA waived lab and Nursing business. The quoted price given was $149 per endorsement and the $99/user for cloud base compliance portal for my staff .
  • February 2022- ********* ***** was assigned as my account specialist tasked with my onboarding and applications for credentialing. February 11th , 2022 all requested documents (licenses, certification & account access) was provided to ********* *****. We proceed with a virtual onboarding on February 17th, 2022,where ******* ****** (Phlebotomist) was in attendance. Intent of meeting was to discuss how the staff compliance works for each staff member
  • March 2022- Multiple requests for updates on application process for credentialing unanswered so I request to escalate to another account manager. I was given another person who was working with ********* ( T***r *****l). No updated information on application (i.e., tracking number, application ID) was provided. March 25, ********* r

  Business Response

  Date: 09/22/2022

  We appreciate you bringing forward the issues related to your account.  At MedTrainer, we take any issues of client dissatisfaction seriously and will work in good faith to find an acceptable resolution.  In preparation for this response, I have reviewed all emails between you and MedTrainer and spoken to the team members who have managed your account.  If there is anything in my response you believe is inaccurate, please let me know.

  
  

  I have reviewed the sales process and it appears there were multiple meetings regarding the products you contracted to receive.  If those products are no longer useful to you, we are open to canceling the contract.  This is specifically in relation to the learning and compliance services you indicate you do not need.

  
  

  Regarding the credentialing services, it appears the credentialing was completed in a ***ely manner and in accordance with the ***elines in the contract you signed.  Additionally, a free enrollment was provided when you indicated previously you felt the credentialing was taking too long.  We are also open to canceling this contract if you feel our service is not meeting your needs.

  
  

  While we would normally work with you to provide continued updates on your account, I am sensitive to the fact you no longer wish to have MedTrainer provide either compliance or credentialing services.  Upon your agreement, I will send a release of contract and you will not be responsible for further payment on your account for the work that has been performed.  Please let me know if this solution is acceptable.

  
  

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me. But I must inform Medtrainer the response had some discrepancies. For example, the enrollment was never performed. No application for provider enrollment was not done by MedTrainer. I submitted and completed my own enrollment. 

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My private practice ***** ********, LLC were referred to QuickCred before the name change to Medtrainer by Athena to provide Credentialing support. We were satisfied with the company for the credentialing support until our customer representative changed. We paid in a timely fashion monthly 99 per month. The company began to have difficulty with employee retention and dropped our credentialing responsibilities. We began to find out when insurance companies began sending information about ***** ********, LLC being Out of Network and provider services being reimbursed properly. We made attempts to reach out to Medtrainer representatives to follow up on the credentialing. There were limited responses from Medtrainer.
  ***** ******** scheduled phone and Zoom meetings with multiple representatives, made requests for follow-up, and finally wrote an email to Medtrainer about the problems and requested our services to be canceled. The responses that we have received have been confusion, multiple requests for documentation that were continuously lost, and inconsistent follow-up after ****** ***** was no longer our representative.
  Medtrainer's response 8/2022 was we must pay out the rest of a 10-month contract agreement for $99 per month even if they do not perform any services. We have lost clients and reimbursement due to Medtrainer's inability to perform the services that they advertised through a partnership with Athena.
  
  My request is for a refund of all charges after our Customer Representative ****** ***** transitioned us to another representative. The transition happened February 10, 2021.
  
  The document is below is the original QuickCred/Medtrainer request of information. This is the information that kept getting lost after our representative ****** ***** was no longer working with us.
  
  I can send the email communication from the beginning of our services to the current. The email communication shows the great service in the beginning and then drop off of services.

  Business Response

  Date: 08/29/2022

  Dear Ms. Hughes,

  
  

  Thank you for taking the time to inform us about your frustruations regarding your experience with MedTrainer.  We take such complaints very seriously and want to work with you to resolved any issues you are experiencing.

  
  

  I have conducted an audit of your account to fully understand the issues you raised.  The audit reveals consistent communication betweewn you and your Customer Success Manager, ****** Lopez, from the time you signed up for MedTrainer's services, through February 2021.  It appears the communciation continued with your new CSM, Marisol Hurtado in the form of bi-weekly credentialing reports and communication around the recredentialing of a specific provider.  I am omitting the name of the provider for confidentiality, but will provide this name to you directly for verification.

  
  

  It looks like the account had two additional CSM's, Magi Ramirez and Manola Chebaux, your current Customer Success Manager.  This change in CSM's is not ideal, however I would to understand what we failed to accomplish on your behalf.  A change in CSM's should never result in a a failure to service your account and that responsibility falls squarly on MedTrainer.

  
  

  You noted  in your message that insurance companies stated you were out of network.  Would you please share which insurance payers reported this?  It appears specfic payers may ahve been unable to include specific providers in their network.  If this was the result of a MedTraiener error, we take full responsibility for this.  If the insurance payer decision was the result of another factor, I would like to discuss this with you in detail.

  
  

  It is my goal to ensure you are satisfied with the outcome of this matter and I understand we may not be able to retain you as a client.  In getting to this decision point, I sincerely hope we can speak about this matter direclty in order to get all of the information we need to reach a resolution.

  
  

  Thank you,

  
  

  Ted Gottis
  

  VP - Human Resources and Legal

  O :323-284-5662

  C:  323-719-1042

  F:  323-451-8800

  [email protected]

  WWW.MEDTRAINER.COM

  
  

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up w MedTrainer to help our small mobile clinic with credentialing. There was zero communication between sales, on boarding, delivery and billing. We were over charged on a recurring basis, they never responded to our calls or emails, and 4 months in our applications are still not submitted. They continue to charge us and now are threatening collections activity despite not delivering any service. Beware!

  Business Response

  Date: 08/04/2022

  Thank you for taking the time to express your concerns with MedTrainer.  We are sorry to hear you have not satisfied with the service you have received from MedTrainer.  According to our records, your addendum for enrollments, not included in your original contract, was signed on May 26, 2022.  The enrollment process is time consuming and the submittal of applications is heavily dependent on our ability to get correct information from our clients.  Our finance department has indica*** payment on the account stopped on July 6, 2022, just over a month after the enrollments addendum was signed. 

  
  

  We are certain there are additional details not included here.  We would appreciate the opportunity to discuss your experience with MedTrainer in greater detail to more fully understand your unique situation. We are commit*** to delivering the best service to you and you company and look forward to being able to meet with you to discuss your account.

  
  

  Sincerely,

  
  

  *** ******

  VP HR and Legal

  Customer Answer

  Date: 08/04/2022

   I am rejecting this response because: we have not been able to connect and discuss. MedTrainer continues to try to bill us (daily) for a platform we have never been given access to and for credentialing that has not been submitted. Tried to part ways and was threatened with collections. We are a small preventive care company that serves the under served. 

  
  

  See just a couple reviews attached. We are not alone!
  
  
  
  

  Business Response

  Date: 08/04/2022

  Thank you for your response.  We understand your frustration.  A review of our records indicates dozens of emails and calls with your company.  Communication does not equate to success or customer satisfaction, it is merely an indication of the process to achieve both.  MedTrainer is ready, willing, and able to meet with you and is eager to do so.  We are commit*** to continuing the work you contrac*** us to do on your behalf.  Please let us know when you are available to meet.