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Business Profile

Computer Software

Envision Cloud

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:03/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 am writing to file a complaint against Envision and Patient Now collectively referred to as "Envision Now"(after their recent merger) regarding billing errors and lack of responsiveness to our concerns.In August 2023, our company switched our merchant services to EnvisionNow internal processor whom we use for our internal database needs. Shortly after, we discovered a significant glitch in their system that resulted in inaccurate transaction processing despite approvals on the terminals and reports in the system showing approvals of said transactions. We are currently conducting an audit to determine the full extent of the issue. So far, we have identified over $10,000 in lost revenue due to this glitch, and the number is expected to grow as the audit continues. It is still unclear if the issue has been resolved to date.We contacted them to report the glitch and request a resolution. They acknowledged the issue and admitted fault stating they would be escalating the situation for an urgent resolution. However, despite repeated attempts to follow up over the past four weeks since the last email (the last response received was on January 26, 2024 from a company representative) they have failed to provide any updates or respond to our inquiries and several follow **** This issue has been going on since August with multiple attempts to resolve amicably with no response or cooperation from the company.We request the following:Reimburse us for the full amount of lost revenue identified through the audit, currently exceeding $10,000.Cover the cost of the ongoing audit, including fees and lost time associated with the investigation.Provide a clear and detailed explanation of the glitch and steps they are taking to prevent similar incidents in the future.We kindly request that you review this complaint and mediate a resolution. We are confident that a fair outcome can be reached through your intervention.Thank you for your time and assistance.

    Customer Answer

    Date: 03/21/2024

    This company still has not responded with the money owed to us or a solution to resolve the problem even with continued attempts to request to settle this amicably. I am still looking to pursue a refund and monies for the full damage amount of processing errors and costs of resources and audits that had to be performed due to their serious and concerning system errors. 

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