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:05/18/2023

  Type:Customer Service 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 had a solo practice using EHR offered by eclinical Works(ECW). I quit practicing solo on June 30, 2022, and joined hospital practice. Therefore, I only needed EHR to access patient records and follow up with some payments after June 30, 2022. I wanted to reduce the unnecessary functionality to reduce the fee, but it took several months to achieve it. I had been paying my full subscription for an additional 5-6 months until the end of 2022 when they reduced my monthly subscription fee by $50. In the process, they kept sending me additional services and kept charging different unnecessary fees, so my invoices were created with fees for services I did not need.
  Starting from the early part of 2023, I was trying to see if I can cancel the subscription and transfer the patient data, but I did not get clear instructions of what were my options. At the later part of February, I had numerous communications with my project manager; she kept delaying the process with many verbal promises leading me to believe there were some options she could offer me to save money. At the end of February, she told me she can send a cancellation ticket for me, but a week later, she said she could not and asked me to call customer services to do it. I called customer services, and was told that my project manager should be able to do it for me. On March 27, the collecting agent witnessed the process and initiated a ticket to cancel my subscription. She put a cancellation date of February 28 with an email stating "... Please respond that the cancellation date is 2/28/23 as I have marked the case with that date due to the several months attempting to cancel the account." I was supposed to receive an email from a project manager within 24 hours after my cancellation ticket was created to initiate the next step, but I did not hear from anyone until April 7. I was asked to sign the termination letter on April 12… I signed the letter on April 21, and sent the signed termination letter the next Monday on April 24 via email. I then received an email stating the cancellation date could not be 2/28 and had to be 3/31. I have paid off all my balance for the termination date of 2/28/2023. Now, they wanted me to pay one more month of subscription.
  I called customer services for escalation on April 27, and received an email on April 28 for me to send her the emails between me and the ECW personnel. I sent the emails to her the same day, but never heard back from her again… I called again on May 15, was told someone will reach me ASAP, but I am still waiting two days later now. I am extremely displeased with how ECW has handled this situation. Their unprofessionalism, changing the termination date made by themselves, lacking of integrity and poor customer service have made them very difficult to deal with. In short, ECW is causing me to sink unnecessary money into their company. My attempts at terminating my subscription have been frustrating and fruitless.

  Business Response

  Date: 05/25/2023

   We have come to an agreement with the customer to honor the cancellation date of 2/28.

• Initial Complaint

  Date:05/08/2023

  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.

  After termination of services, the company has fraudulently inflated the final bill. I had a contract that was charging our company on a per-use basis. There is a discrepancy in the total uses in the last month on contract. They have failed to provide adequate information as to where they are pulling their inflated total count numbers from. We have only used 30 claims/encounters in our final month. They initially cited a number 4-5x higher than this. After much back and forth, they rectified their error partially. Yet, there remains a discrepancy of 13 uses. They are sending intimidating emails about referral to collection agencies without responding to the substance of the issue: providing clear documentation of the extra uses.

  Business Response

  Date: 05/16/2023

  We have been in touch with the client and have reached a final agreement on payment. 

  Customer Answer

  Date: 05/22/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not agree with the charges they levied. I paid the sum to prevent my account being sent to collections and damaging my business's credit, however, I do NOT agree with the charges levied as they appear baseless/made up and/or retaliatory. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/06/2023

  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.

  Eclinical works is electronic medical records. We notified them starting May 2022 that one provider would stop working and come off license as of end of SEpt. 2022. Office manager had many interactions with eC support reps. Now, I am told I owe for the other provider until 2/23 since I did not fill out correct form... that I did not receive. I paid for 2 providers through 9/22 and for 1 provider through 2/23. They demand I pay for the other provider from 10/22-2/23 although they stopped the license on our request and the MD had no access. I will not pay that. They were notified. I was not aware of any other steps needed.

  Business Response

  Date: 04/20/2023

  We can confirm that this dispute has been resolved, a memo has been issued and applied and no balance is due.

• Initial Complaint

  Date:03/02/2023

  Type:Product 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.

  Absolute worst support staff!! We have had a myriad of issues with multiple teams working out all the continuous bugs, all of which are reportedly due to using an outdated eCW platform. our IT team has spent countless time, effort, and communication to attempt to set up a timeline and timeframe to complete the upgrade. We have not received any response to simple, pertinent, and straightforward questions. The lack of professionalism and responsiveness has been unacceptable. eCW has made it clear that the only high priority task that results in immediate action is unresolved invoices. we will be withholding payment until this case will be given the importance it deserves and be resolved promptly.

  Business Response

  Date: 03/16/2023

  We have contacted the customer and completed the necessary upgrade. The upgrade went smoothly and post upgrade concerns or issues were addressed. Also, preventive action has been taken to avoid such scenario in the future.

• Initial Complaint

  Date:02/10/2023

  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 were seeking a new EMR system for our practice and EClinical works was suggested to us. When we spoke to them initially we made it very clear that our practice consisted of Physical, Occupational and Speech Therapists, no medical doctors. They assured us that their program was set up to work for a practice such as ours.
  We were then shown a demo. We were concerned that the person showing us the demo had no idea of the type of practice we were and was showing us features that were irrelevant to our practice. The person apologized, but assured us that the features we were being shown would work for our practice as well as long as the "Physical Therapy Module" was loaded. We were assured that we would have the templates we required.
  We were, and remain, very impressed by the power of their EMR, but were again concerned that we had not seen the templates we needed. We trusted and moved forwards.
  Our team spent countless hours being trained on the system. Each time that we had a new trainer the same issue repeated itself. They had no idea that we weren't a medical practice and couldn't show us the Physical therapy Module, which they promised would be loaded into our system once we went live. Finally it was loaded and was not anything of what was promised to be, primarily there were no appropriate templates for our practice.
  We kept complaining about this as we were stuck with a program that we couldn't use. Finally, on December 2 I wrote them a list of our issues with the program and that we had been given something unusable. In the first week of January ECW finally got back to us. We let them know that it was too late, we had moved on.
  They will not let us go unless we pay them for a few months worth of useless software and a $9,300 early cancellation fee. Needless to say, we will not pay for broken promises and non-delivery. So we are at a crossroads.

  Business Response

  Date: 02/24/2023

  We are actively trying to work with the customer to close out the relationship amicably. There are contractual terms that we need to follow, but we are allowing flexibility with the term fees due to their concerns.

  Customer Answer

  Date: 02/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the equivalent of the old saw that "the law is the last refuge of the scoundrel." Yes, there are contractual terms. Equally true is that we were given false information and promises repeatedly by this company and they failed to deliver on what they promised. Fail to deliver is a reason to nullify a contract which is what we have done. They took our money and wasted countless hours of our time and are now demanding that we pay them for the privilege of moving on. Lowering their demands from $10,000 to $4,000 doesn't make it any more palatable. 

  A company that had any decency would be apologizing for how they sold us a bill of goods, refunding what e paid and possibly more and not making demands.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/06/2022

  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 have utilized eclinical works for nearly ten years. Most recently eclinical has implemented a autocharge program for patient billing. Eclinical works will not and states they can not provide a list of the clients whom WILL be AUTO charged ...furthermore they can not provide me with a list of individuals whom I hold cc on file for. They have advised there are reports to show charges that have happened in the past BUT this report is NOT available without an upgrade BUT our contact advises us to NOT upgrade due to "bugs" and "errors" in this platform.....They have advised I can PAY a custom price in order to have access to a simple report that shows all the clients we have a credit card number for on file.

  Business Response

  Date: 12/30/2022

  Our internal team recently spoke with the client via phone call. They assured her that we will work with right stake holders and assist her with required reports. She agreed with plan of action to build the report per her request.

• Initial Complaint

  Date:11/03/2022

  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.

  The portal used for communication and medication management has been incapable of sending refill requests or messages to providers for over a week with zero communication. I understand it may be on the practice to inform its clients about the lack of functionality of eclinicalworks portal, but this company has an obligation to provide a working site and for over a week it they have been negligent in fixing issues. It seems like this company has abandoned their support for the health center they are providing the portal to, as the center is migrating to another website in the coming months. This is mentioned on the homepage of the portal for ************************************. For over a week, messages sent to my provider as well as medication refill requests have been marked "sent" but have not gone thru. All messages are still listed as "pending".

  Business Response

  Date: 11/21/2022

  We have been notified the client is terminating their contract.

• Initial Complaint

  Date:10/27/2022

  Type:Order 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.

  In November of 2020, *** initiated a contract with our Practice to integrate HybridChart into the system in order to streamline medical claims production and submittal. The integration allowed for data to be transferred, claims to be generated and a record of both to be produced without the physical aide of human input. At the time of the agreement, *** assured our practice that they had the capabilities to integrate the HybridChart program and even stated that they had other customers that were utilizing the program through their EHR as well. As a result we decided to proceed with this integration project and paid an integration fee of $10,000 up front. From the start, nothing was what *** claimed it would be. The integration was not happening. We had email chains and phone calls with representatives from *** starting in November of 2020 to find out why the program would not integrate. Continuously we received run around talk of how they were working on the problem or going so far as to tell us that it was in-fact working, even though it wasn't. The problem continued through 2021 when we finally had to get HybridChart involved with the *** technical team to try to get this integration figured out. This whole time, our practice has been having to manually input all data and claims information, contrary to what the project was intended to avoid. *********** informed us that many of their other clients were having the same trouble with *** and the integration. The continuous back and forth with *** has continued into 2022 with *** making more empty promises to have the program working. In September 2022, our practice finally said enough is enough and asked to be refunded our integration fee since the program did not work. They said no and claim it partially works because they show processed claims data. This data is from our manual input not from ***'s integration. *** falsified its integration capabilities and is holding onto money that is hasn't been earned.

  Business Response

  Date: 11/21/2022

  We have worked with the practice and we have reached a mutual agreement. We are working internally on processing said agreement.

  Customer Answer

  Date: 11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************** Pa

• Initial Complaint

  Date:10/25/2022

  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.

  I requested to activate a service on July 10th, 2022. My contract stated we would have 4 hours of training and then the service would be implemented. I have an email from the sales department stating that we would not be billed until our "Go Live" date, a term this company uses meaning the day we're done training and we can begin using it. We never completed training because the trainer kept changing the date, even didn't show up once. I decided to cancel the service and training was not ever completed. Since I have received an email requesting I sign it to cancel it August 30th, 2022. I have disputed this stating I never had the service active. They have still not cancelled the service and continue to bill me for it. I have sent the email to several staff members, talked to/emailed with several staff members about this service but have yet to get a response when it comes down to it. The response is always "let me get with my team" or "I'll get back to you ASAP", yet no one ever does. They keep threatening to suspend my program which is required for the day to day operations of my company, so I have now had to pay 2 months worth of billing for this *** products, which is an add on service. If I don't, I wont have the main program. Yet, no one ever gets back to me or discusses the *** product except to tell me they'll get back to me. I CAN NOT USE THE SERVICE, WE WEREN'T TRAINED ON IT!! Even if I wanted to use it, we don't know how!! They're trying to charge me for services not provided and continue to ignore me so they can continue to bill me.

  Business Response

  Date: 11/10/2022

  The client did not activate the *** module through ODA on July 10th, 2022, and their KOC was done on July 27th to schedule their training based on their availability. The point of contact at the practice requested to reschedule the trainings due to family emergencies. After follow-ups from project manager over implementation, we were unable to implement and conduct their training.
  
  The client raised a ticket to cancel the *** module on August 29th and we had them sign the addendum and cancelled the services processing their training refund and *** charges for 3.75 months on October 28th, 2022. The credit memo was shared with the client on the same day by collector.
  
  We spoke with the client on the same day and gave her bifurcation of these charges and the credits that were applied on the account after which she understood the same and acknowledged.

  Since their payment was due for the month of August, the license expiration countdown started to appear at the time of their login and was set to expire on November 3rd. Collector extended the license until November 16th, 2022; however, the system did not update and we had the license team re-upload it. Client confirmed that she was able to access eCW without any issues.

• Initial Complaint

  Date:09/07/2022

  Type:Product 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.

  In November 2021 I did a demo with eClinical Works (eCW) for an "all included" Electronic Health Record. I signed a contract and implemented the program 01/03/22. On 11/24/21 I got an email from ************************ about a request for program called Healow Aware being implemented. I did not request this, it was "all included" with the new customer program eCW was offering. In the email it listed what was required and what was included, nowhere did it mention any additional fees. It did list that marketing material would be shipped to me. On 12/30/21 a "demo call" was scheduled and he went over Healow Aware and the Patient Portal. The same day I filled out an excel sheet per his request. I was just wanting the website portion that was being offered. I am a telehealth based medical clinic and did not need any physical flyers. I don't have any use for them. I see my patients over an online based platform, not face-to-face. Everything was presented as one offering encompassed product. Per the emails you can see that I was only inquiring about the website. On 2/25 I got an email from ******************* that he would be handling my digital materials (Healow Aware) and the process hadn't even began and requesting I schedule another call to discuss it. I was confused and asked why it hadn't even been started, as I submitted everything requested by me 12/30/21. He called it an "introduction call". Finally, it was completed and I had my website, the only product I wanted, and on June 29th, 2022 I received an unexpected bill for $110.12 for shipping fees for Healow Aware. I disputed these fees and was told I was responsible for them as it was in my contract I signed, in the fine print, not under the Healow Aware product but with an astrick (*) and fine print at the bottom of the contract, a vague statement about shipping fees. It was not told to me on the call though if I wanted to avoid fees I could decline the shipped products and just do the website.

  Business Response

  Date: 09/20/2022

  We apologize for the inconvenience caused to you. Upon internal review, we see that the nominal charges for shipping the print materials was communicated to the practice, but we understand that this could have been missed with other priorities of running a new practice.  We will work with the practice on a resolution.

  Customer Answer

  Date: 09/20/2022

   
  Better Business Bureau:

  The amount was not communicated to me as they stated, but refund as been issued.
  
  In reference to complaint ID ********, this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************