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:01/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a contract with ****** in January of 2020 to buy licenses for ******************** software that we were told once we paid them off we would have access to the software longterm. If we did not continue with maintenance fees or keep the account active we would be responsible for storage and would not get upgrades on the software moving forward. Insynch was bought by Qualifacts who state that they would no longer be offering licenses and that even with us being given a discount monthly to the maintenance of the software, they increased prices to nearly double our original contract. They then tried to pressure us into signing another contract agreeing to this and in the process we discovered they had been over charging us for the past 9 months. When we asked for a refund, they said it was our fault for not catching it and would give us a 50% refund. When I explained this was fraud, they relented and gave us the refund. At this point we decided to end our business with them, which resulted in them holding our data and asking for even more money. There are extensive documents supporting their deceptive practices, misleading and fraudulent communications. At this point we are stuck with a loan owing $14,000 for software licenses that don't exist or can't be used without paying $500-600 more than we were prior to the buyout and they are saying that this isn't their problem since the loan is with *******. ******* encouraged us to file this claim (along with several others) to see if we can warn others to the terrible bait and switch that has cost our small business such a significant amount of pain while they received every bit of benefit from the contract we signed by being paid in bulk by *******.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Below is an email confirming the form was received, but still trying to charge for more for three providers, and there is only one provider, which is me. Their form states for you to add a provider, and they do not have a form to remove a provider. This is all on one form, which is to add a provider. I voice concern, but they won't correct it: no resolution or follow-up.EMR Support <*********************************>Attachments Fri, Jun 2, 9:57?AM to angel ********** ******** ********* LLC,We have received your request to add a provider and associated services. Attached is a copy of the request for your records. We are reviewing the information and will provide updates as we begin the activation process.Your request ID is ******. Please allow us 3-5 business days once the correct information is received for completion of your request.What follows after your Submission After this, our support or contract team will do a quick audit of your account to see if any new provider license that needs to be purchased and to ensure that our records are accurate.If you do indeed need to purchase additional licenses, our *********************** Team *** (inside sales) at ********** will reach out to you with a Service Change Form - ***, including the services / add-ons Once the *** team receives the *** signed copy from you, support will be notified and provide you an update once the request is completed If you have any questions regarding this ticket, please email to **************************************** or contact us at ************ Thank You,InSync Healthcare Solutions ************ **************************************** Email Confidentiality Notice: The information contained in this transmission is confidential, proprietary or privileged and may be subject to protection under the law, including the **************** Portability and Accountability Act (HIPAA). The message is intended for the sole use of the individual or entity to whom it is addressed. If you are not the intended recipient, you are notified that any use, distribution or copying of the message is strictly prohibited and may subject you to criminal or civil penalties. If you received this transmission in error, please contact the sender immediately by replying to this email and delete the material from any computer.

• Initial Complaint

  Date:06/30/2022

  Type:Billing 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.

  Recently I decided to use this EHR again due to the success I have had with it. Now that I am back with the company again, the staff, and leadership lack training and experience in their product. No one has the knowledge base to make sure my practice management system is properly set up. I have contacted several payers who inform me information in the form is missing information. I got back into the system on 5/6/2022, but they are referring to another person changing the information on 5/6/22, which was my previous biller who unattached their system from my organization. I asked if they (in synch, Melissa Allen) could fix but they were unsure of what to do, therefore my claims are denied and rejected. I just need a resolution, which I asked for assistance to have it properly set up, grant me hours of a certified person in billing, coding, and experience in setting up practice management of an EHR. No insyhc staff continues to send out my claims, creating duplicate claims submissions. I am so frustrated and upset. I have asked for help since the third week of May. I am at a loss with money.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 10, 2022/08/04) */ InSync has a great reputation for implementation and support services. We operate to a "customer first" culture and make it a point to pull out all the stops to ensure our customers' are successful in their use of our platform/services. This is a matter of misaligned expectations the customer has regarding vendor responsibilities. Specifically, this customer is looking to InSync to execute payer enrollments, payer contracts, and troubleshoot claims to which we do not have access (on the payer sites). These are billing functions that must be managed within the agency. InSync cannot represent the customer in solutioning Tax IDs and/or payer registrations/credentialing contracts. Additionally, all billing for this customer is processing successfully through our platform, the failures are occurring with the payer. The customer refuses to provide the denials from the payer so that we can help understand what InSync platform setup (if any) is causing the failures with the payer. We successfully executed the implementation purchased by the customer and offered additional hours of assistance at no charge from our Senior Director of Operations and RCM implementation experts to attempt to assist. We are available and more than willing to assist if the customer will participate by completing the actions we need in order to help resolve. We have had no response from the customer to date.