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:04/20/2025

  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.

  *********************** contracted RXNT and paid a $10,000 deposit for EHR platform integration, onboarding, and *** services. Upon further evaluation after payment, it became clear that RXNT's platform, onboarding process, and ***s were significantly different from what was represented during the sales process:Onboarding was described inconsistently, ranging from 8 weeks, to 2 weeks, to "no onboarding needed," creating confusion and instability. The platform was not simple and fast for providers as promised. The ***s provided were incomplete and did not support seamless integration as described. After realizing the platform was a poor fit for our operational needs, we immediately notified RXNT and formally terminated the relationship before onboarding or implementation occurred. We received only test *** access, no completed onboarding or rollout services.Despite these facts, RXNT refuses to refund the $10,000 payment.We are a self-funded small business and are respectfully requesting a full refund.

  Business Response

  Date: 04/25/2025

  RXNT values our customers and their experience, and welcomes the opportunity to clarify our perspective! All representations to the customer were consistent with our standard processes, and significant engineering and project-management work began immediately after the deposit was received in March. While the signed Subscription Agreement outlines that the $10,000 deposit is non-refundable once resources are allocated, we will continue to offer a resolution. Please see the attached document with a full timeline of material events and point-by-point responses to the allegations presented by the client.

  With the attached, RXNT has demonstrated that all representations were consistent, onboarding services were materially delivered, and our contract terms were followed. We respectfully assert that weve made a good-faith effort to resolve this matter, and we look forward to the complainant working with us to continue onboarding and implementation for the medical software they enrolled with.
  

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23226331
  
  Dear BBB and RXNT,

  
  Thank you for your response. After review, I respectfully reject RXNTs offer to continue onboarding and reiterate my request for a full refund of the $10,000 deposit.

  
  This matter remains unresolved for the following reasons:

  Platform Misalignment: Despite RXNT's claims, it became immediately clear that RXNTs platform and API offering were not a good fit for my business needs. The functionality described during sales calls and in preliminary materials differed materially from what was available once onboarding began. No material onboarding for providers or patient use cases was completed; merely setting up sandbox access and an SSO login does not equate to meaningful delivery of an onboarding service.

  
  Minimal Work Product Delivered: RXNT asserts that "32 hours" of work were performed. However, no usable configuration, integration, workflow customization, or tangible deliverables were provided to me only access to a sandbox environment, which is standard and automated for most SaaS platforms.

  
  Non-Refundable Deposit Misapplied: While RXNT points to a non-refundable deposit clause, non-refundable fees are not automatically enforceable if the company fails to deliver a service materially aligned with its representations. RXNTs failure to deliver a usable platform and conduct onboarding that met reasonable expectations calls into question the fairness of enforcing the no-refund provision.
  Resolution Not Offered in ***************************start="1894" data-end="1897">Offering to "continue onboarding" is not a true resolution, as it would require me to continue investing time and resources into a platform that has already proven unsuitable. It does not address the fundamental issue that RXNTs offering was misaligned with my business needs despite their prior representations.

  
  In summary:
  I dispute RXNT's claim that it fulfilled the terms of the agreement.
  I maintain my request for a full refund.
  I request that this complaint remain classified as "unresolved."
  I appreciate the BBBs continued assistance in facilitating a fair resolution. I am still open to resolving this amicably through a full refund.

  
  Sincerely,
  ***** ********

  Business Response

  Date: 04/30/2025

  Thank you for the context and continued communication.

  RXNT reaffirms that we have fully honored our contractual obligations. After a collaborative and transparent pre-contract processincluding demonstrations, documentation, and extensive discussionsthe client voluntarily signed a Subscription Agreement and accepted our Terms of Service that clearly stated the $10,000 deposit is non-refundable once resources are allocated. Upon receipt of the deposit, RXNT immediately invested significant project management, engineering, and onboarding resources toward the implementation process, as already detailed in our prior responses.

  The clients unilateral decision that they no longer wish to fulfill their contractual obligations does not modify or nullify the terms of our Agreement. 

  RXNT has made good-faith efforts to offer continued onboarding supportwhich still remains availablebut we must respectfully decline the request for a refund. Again, we assert to BBB that weve made a good-faith effort to resolve this matter, and we look forward to the complainant working with us to continue onboarding and implementation for the medical software they enrolled with. We consider this matter contractually closed and resolved under the signed Agreement.
  

  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23226331
  
  Thank you for sharing RXNTs response to complaint ID ********.

  
  While I appreciate RXNTs timeline and breakdown, I respectfully disagree with the claim that ******************************************* reality, my team and I only experienced minimal engagement: a few brief meetings, a sandbox environment, and API documentationnone of which justified the extensive effort they now cite.

  
  At no point was I provided with a detailed scope or time accounting before or during the onboarding process. The integration remained superficial, and no provider accounts, templates, or workflows were configured. I disengaged early in the process after realizing the platform was not the right fit.

  
  That said, I recognize RXNT may have performed some internal setup work. In the interest of closing this matter professionally and in good faith, I am willing to accept a partial refund, based on a fair reassessment of the time and value deliverednot the claimed 32 hours.

  
  Please advise whether RXNT is willing to provide a revised accounting of the actual work performed and offer a reasonable partial refund. I remain open to resolution but continue to find their current position unsatisfactory.

  Best,
  ***** ********

• Initial Complaint

  Date:04/17/2025

  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.

  Our medical office, ***************, is filing a complaint against RXNT Networking Technologies due to serious failures in system delivery, misleading sales tactics, and poor customer support. ********************** missed two confirmed go-live dates (Feb 1 and Mar 1, 2025), disrupting patient care and causing financial loss. Their training was rigid and scripted, leaving no room for engagement. Questions were met with resistance, and a February 2024 session led by trainer ****** was notably unprofessional. Manager ***** ****** dismissed our concerns in a meeting by saying, I cant change the entire training program just for your company. This was disrespectful and unhelpful. This so called Manager is also VERY hard to get a hold of. We were only able to speak with her once. We had multiple escalations and she does not seem to like to get on the phone. We were misled about core features. Sales rep *** admitted she was new and still learning but still made off-the-record promises about system featureslike HEDIS/MIPS reporting to ********* exporting encounters with chart details into a single PDF, and automatic vital sign conversions (e.g., height in feet/inches)that turned out to be false. We later received contradictory information from different RXNT departments. The system cannot send a full patient record in one action; it must be sent in pieces. Even basic tasks came with three conflicting explanations. Despite requesting billing be paused during issue resolution, we were still charged on the most recent charge. We request immediate termination of our agreement without repercussion, a full refund, written confirmation of account closure, and full data removal from RXNT systems. We will submit a recorded call with your RXNT staff and a member of our team, as proof of false information and misrepresentation. This is the false information we got from *** and multiple staff members. You all are saying YES YES to everything like bait and switch. Please investigate this matter.

  Business Response

  Date: 04/23/2025

  We would like to thank you for taking the time to share your experience with RXNT. We work hard to ensure we meet client expectations, and we sincerely apologize for the frustration and disruption this situation has caused your practice.

  We understand that miscommunication, particularly around system capabilities, has impacted your workflows. That is not the standard we strive to uphold.

  We want to acknowledge the seriousness of your concerns and confirm that our team has already been in direct contact with you regarding a refund. 

  We are committed to addressing this matter thoroughly and transparently, including reviewing the issues you've raised about training, sales communication, and support responsiveness. Please know that we are actively investigating the situation internally and will continue working to ensure resolution. We value your feedback and are using it to improve both our services and internal processes moving forward.

• Initial Complaint

  Date:04/16/2025

  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.

  Good evening; I am a retired health care provider; as required by *** I engaged Rxnt for electronic prescribing while I had a private practice for approximately the past eight or ten years, more or less; on one occasion several years ago I was blocked from writing a prescription and on contacting them I learned that I had apparently missed a deadline to pay my annual fee. I quickly did so and my prescription writing ability was restored; they informed me I had not responded to several e-mail reminders; now, having retired, I was waiting for that e-mail reminder to cancel my account with them; never got one; instead they directly billed my credit card company; I blocked payment and of course contacted them; they informed me that their policy required 60 day notice of cancellation; I had not given them any notice, and they were going to bill me $752. I told them I was never informed of this policy, and reviewing the initial contractual information I saw no mention of this policy; I asked them to provide proof that I had signed a contract stipulating this policy; they did no such thing; instead they sent their policy to my *********** who forwarded it to me; ******** is telling me that unless they have proof that I complied with this policy, I was responsible to pay this amount or risk interest and penalty fees. I have no proof that I ever was informed of this policy; if there is clear proof that I had signed a contract and I am at fault, then I would pay, but they have not provided this and I do not believe I was ever informed of this policy, and should not be held liable for this charge; I feel bullied and will likely make the payment to avoid additional fees but truly hope you can help me with this situation and recover this amount.

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your concerns with us. We understand how important it is to stay informed about changes that may affect your experience, and we appreciate the opportunity to provide some clarity.

  To receive direct notice of updates to our Terms of Service, customers must be subscribed to receive those email notifications. All customers received an email notice encouraging them to subscribe to receive Terms of Service updates approximately one year ago. You can find the subscription option at the very top of this page: *************************************************************.

  Our Terms of Service are also available on our website at all times for your review, ensuring that customers have consistent access to the most up-to-date information.

  As provided in the agreement, continued use of our services indicates acceptance of the current terms. This policy is designed to help us allocate the right resources and continue delivering the level of quality and service our customers rely on.

  It is never our intention to cause confusion, and your feedback has highlighted an opportunity for us to improve moving forward. Were actively working on enhancing communication around policy updates to better support our customers.

  In order to maintain fairness and apply our policies consistently across all customers, we are unable to offer you a refund in this case. We understand that this may not be the resolution you were hoping for, and we truly value your understanding. 

  Thank you again for bringing this to our attention. If you have any questions or need additional information, please dont hesitate to reach out.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23209729
  
  I am rejecting this response because: Thank you for your response and explanation. What it boils down to is you changed/modified a contractual agreement with me without directly informing me or obtaining my consent or agreement.  Whether or not I avail myself of resources you provide to keep abreast of any changes of terms, it behooves you to inform and obtain my consent and not presume that my silence constitutes acceptance. That cannot be legal. A contract is a contract. I await your response   
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/28/2025

  The client has disputed the charge with their credit card company. We can confirm that the dispute was approved, resulting in the subscription charge being reversed. The clients account has been deactivated. 

  As this matter has been resolved through the credit card dispute process, no further action is required at this time.
  

  
  

  Customer Answer

  Date: 04/29/2025

  My credit card company informed me that unless I could provide proof that I had complied with the policy of RxNT, a policy about which I had never been informed, which RxNT  essentially acknowledges (see their response to me) they could not support my position and I would have to pay interest and other charges, so I agreed to go ahead with payment, putting my hope in the BBB. Please see my response to RxNT rejecting their position. 

  So the fact that I agreed to payment, perhaps foolishly, does not constitute acceptance of or agreement to their argument. In fact their response is in essence an admission that they indeed never specifically informed me of this alteration of our contract terms. They are saying that if I had enrolled and regularly kept up with their newsletter, I might have learned about their new policy. And that my silence on the matter constituted acceptance of their terms. Really? I find that outrageous. I was willing to pay them if they had proof that I had been overtly informed and had agreed. But that is clearly not the case. As a result I feel I am entitled to a full refund. I would greatly appreciate any assistance you can provide, and thank you sincerely for your involvement. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23209729
  
  I am rejecting this response because: 

  My credit card company informed me that unless I could provide proof that I had complied with the policy of RxNT, a policy about which I had never been informed, which RxNT  essentially acknowledges (see their response to me) they could not support my position and I would have to pay interest and other charges, so I agreed to go ahead with payment, putting my hope in the BBB. Please see my response to RxNT rejecting their position. 
  
  So the fact that I agreed to payment, perhaps foolishly, does not constitute acceptance of or agreement to their argument. In fact their response is in essence an admission that they indeed never specifically informed me of this alteration of our contract terms. They are saying that if I had enrolled and regularly kept up with their newsletter, I might have learned about their new policy. And that my silence on the matter constituted acceptance of their terms. Really? I find that outrageous. I was willing to pay them if they had proof that I had been overtly informed and had agreed. But that is clearly not the case. As a result I feel I am entitled to a full refund. I would greatly appreciate any assistance you can provide, and thank you sincerely for your involvement.  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/30/2025

  To reiterate our previous response, the client disputed the charge with their credit card company and we can confirm that the dispute was approved, resulting in the $751.24 subscription charge being reversed and returned to the client. 

  The clients account has been deactivated, and as this matter has been resolved through the credit card dispute process, no further action is required at this time.

  A link to our Full Terms of Service, to which the client agreed, can be found at the following link: *******************************************************************;
  

  
  

• Initial Complaint

  Date:04/01/2025

  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 am a physician in the state of **** I used to run an urgent care center and to be able to prescribe control medications. I needed this software calledRXNT to send prescriptions last May I closed my practice, knowing that the membership for this software will expire in March of this year. I found out that theyre charging me for another year, though they were able to tell that I have not used the account for morethan eight months. They said we can cancel now, but we will not refund you your money anyway at that point I told them the website not working anyway They suggested that Im not confirmed and I need to do some confirmation of my credentialing which Ive been doing for the last two days this is not working, when I call their customer service they say its resolved, which did not or they hang up on me. I want the to be aware cause I feel this Software might be using our information and not providing the service promised.

  Business Response

  Date: 04/02/2025

  RXNTs terms outline a 60-day notice is required for termination of services. The customer's automatic subscription renewal occurred on 2/27/2025, which means RXNT required notice of account termination on or before 12/29/2024. However, the customer contacted ********************** on 3/26/25 requesting immediate cancellation, which is not possible based on the terms. At that time, information was provided to the customer that we could initiate the ****** notice so their account wont be automatically renewed for the following term.

  During RXNTs enrollment (**************************************************************************), the Customer provided their signature and by signing, the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  In response to the confirmation of credentialing, the customer appears to be having trouble obtaining a new token for controlled substances. The RXNT Customer Support team noted that the only remaining step is to create an additional staff user account that can approve the **** request, since, per the ***, providers can not approve their own token requests. 

  RXNT is more than happy to ensure that adequate resources and RXNT customer support staff are available to help the customer complete the above steps.

  Thank you,
  RXNT
  

  
  

  Customer Answer

  Date: 04/02/2025

  So the cancellation policy tho was not in place last year because I had to pay last year bc it was stopped so I feel they changed their policy but more importantly the software is not working and when I contacted them multiple times over the last week , they said they cant confirm my physician credentials which is weird given this is the third year for me with them , when I went through the process to confirm me called ******** , I was informed by this website I was confirmed but RXnT still saying I m not hence the software is not working still, see above , I feel something changed in this company and they running shady business

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23145827
  
  I am rejecting this response because: So the cancellation policy tho was not in place last year because I had to pay last year bc it was stopped so I feel they changed their policy but more importantly the software is not working and when I contacted them multiple times over the last week , they said they cant confirm my physician credentials which is weird given this is the third year for me with them , when I went through the process to confirm me called ******** , I was informed by this website I was confirmed but RXnT still saying I m not hence the software is not working still, see above , I feel something changed in this company and they running shady business

  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 04/07/2025

  Wed like to reiterate that RXNTs terms outline that a 60-day notice is required for termination of services, which has been in effect since our existing Terms of Service were put in place in 2018. This term is clearly outlined during the enrollment process here: ********************************************************* within the Sign Up & Pay tab and above the "Get Started" button. Please note that a signature is also required before the Get Started button. As stated, this is also clearly described within our Terms of Service, which the customer agreed to upon signing.

  
  In September of 2024, RXNT began contacting customers regarding a new process for identity verification for Electronic Prescribing of Controlled Substances (****) as outlined by the ***. This process requires Practice Administrators to approve any prescribers authorized for **** access. Though formerly completed by RXNT, these steps are now required to be completed by a staff member at the practice. By giving Practice Administrators approval of **** requests, were able to streamline workflows and improve security. The RXNT Customer Support team noted that for this customer, although ***** has confirmed verification, there is an additional step remaining. The customer must create an additional staff user account that can approve the **** request since, per the ***, providers can not approve their own token requests. RXNT Customer Support continues to assist this customer and will be happy to provide any additional assistance or resources necessary to complete the request. 
  

  
  

  Customer Answer

  Date: 04/12/2025

  The fact they still asking me to have another person to confirm me tho I was confirmed as a physician by ********

  so as of now I still dont have access to the service they sold me for almost 900$,

  I m private physician who have no practice manager so I m not able to provide that person to open another account like they asked to conofrm

  as a solo practitioner I feel deceived by them and I hope other physicians are aware of that 

  thanks

• Initial Complaint

  Date:03/17/2025

  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.

  In November 2024 we called RXNT to cancel our contract effective end of February as we were closing our private practice. At that time we learned that our contracts were yearly and not monthly even though their marketing presentation and website boasts monthly fees and affordability. See *********************************************. We learned that buried in the middle of the terms and conditions the contract is yearly. It seems consistent with the billing complaints referred to by other providers. I have tried to resolve the issue, but they clearly do not wish to assist. One gets a very canned response. We stopped the auto charges from our credit card as in a reminder e-mail of 3/8 from RXNT they say "Your subscription will renew soon/This is a friendly reminder that your Networking Technology, Inc. dba RXNT subscription for EHR and 4 more products will automatically renew on March 11, 2025. Your **** ending in ** will be charged at that time. If your billing information has changed, you can update your payment details now. Or if you would like to cancel, please visit our website. Questions? Contact us at *********************************** or call us at ***************." We replied that we did not authorize the charge, nor wished to renew. Their Customer Succes team, Accounting, Legal and CFO all say no, we cannot terminate prior to July even thought we don't need their services and are not in business. I have requested from the *** and the other departments that they provide me with a business address to mail a company check, so as to honor this bill which is a result of misleading advertising. They have not wanted to do so to this date. They are demanding a credit card or access to our bank account which we do not wish to provide as we do no longer have confidence in their business practices. Also, we need them to delete us as a bs. that endorses RXNT in their website, because we do not. Please help us get an address and delete our endorsement or allow us to revise it.

  Business Response

  Date: 03/20/2025

  As outlined within both the enrollment process and RXNTs terms of service, all contracts are an annual commitment with an option for monthly or annual billing. During RXNTs enrollment (*********************************************************), the Customer provided their signature and by signing, the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided.

  The client has been invoiced for the remaining balance, which must be paid and posted prior to April 10th, 2025 in order for the credit card on file not to be charged. The client has also been removed from the RXNT website, as requested. 

  Thank you,
  RXNT
  

  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23073374
  
  I am rejecting this response because:

  Even though they sent us an invoice for 4 months as requested so we can pay by check, they are stating our contract ends in August when we have correspondance indicating it ends in July.  Their invoice, which we already sent a check for is  for 4 months.  They did want to cancel our acces to the database of patients immediately.  We did not agree to this as we are paying for the service in advance and we want access to records if necessary for the next four months.  We did agree to lesser features, such as e-prescribing and messaging.  I have submitted correspondence to RXNT regarding the end of the contract on 7/25

  When we started this complaint,  we had disputed the charge for the month of March with the credit card company.  Now they are advising us that if continue to dispute the charge, they will terminate our service immediately.  Our check includes the month of March.  In other words, they want to either double bill us for March, or extend the contract for one additional month into August and cancel a service that has been paid for.  

  They did, however, remove us from their website as a business who endorsed them.

  In the response from RXNT regarding monthly payments, yes, indeed they tell you is a yearly subscription AFTER you have decided to use their service and only in the terms of agreement.  Their Internet advertising and their Marketing presentation to us indicates MONTHLY costs and nowhere in their promotional material they state it is a yearly contract.  This is pretty deceptive.

  I appreciate your help with this.
  
  Sincerely,
  
  ***** ****-*******

  Business Response

  Date: 03/24/2025

  An invoice for the remaining four months of the contractcovering April 11, 2025 to August 8, 2025was issued at the client's request for payment via check. Please note that a separate disputed charge (covering March 11 to April 11, 2025) remains outstanding and was not included in the four-month invoice above. 

  To clarify some confusion related to the contract dates: The billing cycle originates from the initial subscription date of August 11, 2020, which was when the client initially recieved access to RXNTs software. The client's contract was signed on July 27, 2020; however, RXNT did not start the billing cycle until the client had full access to their account on August 11, 2020. The current remaining invoice extends through August 8, 2025, to prevent automatic renewal on August 11, 2025.

  As standard procedure, we inquired with the client about deactivating the software and products since they indicated they were no longer utilizing them. The client declined, therefore the requested RXNT products will remain active for the client until the end of the contract or as noted otherwise by the client. 

  Wed also like to reiterate that all contracts with RXNT are annual commitments, with the option for either monthly or annual billing. This is clearly outlined during the enrollment process here: ********************************************************* within the Sign Up & Pay tab and above the "Get Started" button. Please note that signature of agreement is also required prior to the Get Started button. As stated, this is also clearly stated within our Terms of Service, which the client agreed to upon signing.

  We strive to be transparent in our billing practices and contract terms. We have addressed the client's request to be removed from our website case studies.
  

  
  

• Initial Complaint

  Date:09/10/2024

  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.

  I am a sole proprietor clinician preparing to open my practice. I enrolled in RXNT's EHR system on 8/21/24, based on their website that says it is "efficient, streamlined, user-friendly, cloud-based, cost-effective, and supports solo practitioners." I quickly realized these claims were false. It has been 2 weeks, and I have not been able to start setting up my EHR. From the start, there were issues with accessing the platform, and it caused problems with my preexisting ***** account. This raised serious concerns about the security of my personal information. The onboarding process is disorganized and has allowed many people access to my personal and business information. I received multiple calls and emails from various individuals (sales associate, national sales director, onboarding coach, etc.), all asking for similar information but without a clear point of contact. The onboarding coach was initially non-existent, then made repeated scheduling mistakes for training sessions and failed to send important instructions as promised until I followed up. To complicate matters, today I received conflicting emails from more unrecognized names confirming meeting dates/times that differed from what the onboarding had said she set up. On 8/27/24, six days after enrolling, I requested to cancel my enrollment and receive a refund due to these ongoing issues. However, a manager informed me that I was locked into a one-year commitment, which I was unaware of. I was then sent a subscription summary PDF with my typed signature that I had not seen before, containing pricing I hadnt discussed with an actual person yet. I need a fully operational EHR by the end of the month; this is not going to happen since I haven't been able to do a single thing in the system to get it ready. As a solo practitioner just starting my business, I cannot afford this disorganization and delay. Given RXNT's failure to deliver on its promises, my request for cancellation and a refund is justified.

  Customer Answer

  Date: 09/10/2024

  I do not specifically recall signing this and did not receive a copy of it or any other paperwork when I enrolled with RXNT. This manager, *****, only sent it to me after I had emailed them to request my order be cancelled, and that is when I also was informed that what I had enrolled in was a 1 year contract. 

  Business Response

  Date: 09/16/2024

  During RXNTs enrollment (**************************************************************************), the Customer provided their signature and by signing, the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  
  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."
  
  Additionally, RXNT does not issue refunds or credit subscription fees for partial months, for any portion of a prepaid plan upon deactivation of a Provider or account cancellation, or for Additional Onboarding Periods or Additional Training requested by the Customer that are unused or unattended. The customer is responsible for all fees (including any monthly minimum) for the entire term of the applicable order or subscription agreement. The terms, found in ********************** Policy, are as follows:

  
  "No Refunds/Credits: All fees are nonrefundable and non-cancellable. RXNT does not refund or credit subscription fees for partial months, any portion of a prepaid plan upon a deactivation of a Provider or account cancellation, or for Additional Onboarding Periods, or Additional Training requested by the Customer, but is unused or unattended. Customer is responsible for all fees (including any monthly minimum) for the entire term of the applicable order or subscription agreement."

  
  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided. If the Customer did not receive a copy at the email expected, it may have gone to one of the three emails we have for the Customers contact profile (@*******************, @***********************, ************** instead. 

  
  In response to the onboarding timeline and sharing of information, the Customer completed enrollment on August 22, 2024. The Customers Onboarding Coach, as well as a Client Onboarding Manager, completed a kick-off call with the Customer on August 26, 2024, to assist the Customer with access to the system. The Customer was also sent Billing and Clinical resource articles as a follow-up. The Onboarding Coach scheduled additional training with the Customer for September 10, 2024, at 1:15 pm ET, September 16, 2024, at 11:00 am ET, and September 16, 2024, at 1:15 pm ET. There were some back-and-forth conversations while trying to schedule the additional training sessions. The Onboarding Coach sent over some available times, and by the time the Customer responded, the dates had already been selected by other customers. The Client Onboarding Manager offered to provide a training session for the Customer on September 11, 2024 but has not received a response. 

  
  The Customer committed to a ****** subscription, billing monthly through RXNTs online enrollment feature. As noted in the online enrollmenta complimentary 60-day Standard Onboarding Period is provided upon enrollment. Throughout the first three weeks of the Customer onboarding, ********************** and the Customer were able to complete the kick-off call and schedule additional training in order to have the onboarding process complete by the end of September.
  

  
  

  Customer Answer

  Date: 09/16/2024

   
  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,
  
  ******* *****

• Initial Complaint

  Date:08/08/2024

  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.

  ***** **** ******* **** signed on with RXNT for an annual comminutment and use of their EMR. After 3 months of reaching out to RXNT, ******, we continued to have a nonfunctional EMR. We pleaded with them to help us and despite numerous attempts there was no assistance. Our patients suffered due to the lack of operational EMR.

  Business Response

  Date: 08/13/2024

  While we are sympathetic to Customer’s experience and perspective, RXNT works very hard to ensure that Customer concerns are addressed promptly and effectively. We value and respect all of our customers, and place exceptional patient care at the forefront of our mission.
  
  Our team members spent significant time, effort, and resources serving the Customer and their practice. RXNT does its best to set up, onboard, and train customers as quickly and successfully as possible; however, the process requires cooperation, communication, and attendance from all parties. Both the Customer and their Biller were advised of the onboarding timeline during setup, and recurring meetings were scheduled throughout the onboarding period. The Onboarding Coach asked several times if the Customer would like to attend these meetings, but the Customer refused and maintained that responsibility remained with their Biller. Nevertheless, the Customer was issued a credit to accommodate any perceived delays in onboarding and confusion about data migration.

  RXNT is more than happy to ensure that adequate resources are available, and this matter was tended to by Sales Reps, Customer Support Reps, two Managers, an Onboarding Coach, a Director, and Legal Counsel. Unfortunately, the Customer was unwilling to move forward with their contract or cooperate further.

  Despite our good faith time and effort, the customer disputed the annual subscription charge of $9,825.20 via their credit card company on August 8th, 2024, which was approved. As such, no further action is required at this time.

  Thank you,
  RXNT

  Customer Answer

  Date: 08/13/2024

  
  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 based on my bank denying the annual charge for a service that was never provided. Thank you for your time with this matter. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/24/2024

  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 signed up for these services back in March 2024. From day one the customer service was horrible. I had an onboarding person who lacked sending out onboarding information which was confirmed by the IT person I had to speak to in the first two days because I was not giving any instructions on how to set my practice up. I have also had issues with the implementation team who transported information given to him was totally wrong ( patient names , social and insurance were wrong). No where in any of the information I was sent does it say that I had to pay for patient data import. I reached out to higher ups who claimed they fixed the issues in April but it wasn’t so on April 29th I sent a discount email. Around mid May someone from sales reached out trying to get me to stay with them. I spoke to this person on July 10 (give or take a few days). At that times she said they would work on how to rebuild the trust/relationship. That had not been successful. There is no way any practice remains with the same set of patients at some point you will need an import of new patient info and $5000 seems like a **** to me.

  Business Response

  Date: 08/10/2024

  We're sorry to hear about your experiences with the onboarding and data import processes, and our Customer Service teams. We can assure you that our support staff works hard to ensure that issues are addressed promptly and effectively, and we are 100% committed to resolving customer issues.
  

  As stated in our Terms of Service/Customer Agreement—made available and accepted with the Customer's signature during enrollment—there is NO CHARGE for an initial import of patient demographics and insurance information and NO CHARGE for data storage except for a historic database extension. Any fees for additional imports or database extensions are outlined in a quote. Additionally, data requirements and instructions are available within the Customer Agreement, linking to the help article: *************************4-Import-Data-into-RXNT 
  
  In response to the onboarding timeline and sharing of information, the Customer completed enrollment on Tuesday, March 5th. The Customer’s Onboarding Coach called the Customer to walk through software kickoff, a business assessment, and to share the billing database import template on Thursday, March 7th. At that time, the Customer indicated no patient demographic list was required. Despite this, the Customer placed a call to the Support team and created a Support ticket to start data migration and import patient demographics, insurance payers, and cases on Monday, March 11th. Further calls, emails, and tickets to our Customer Service team requested between March 11th and May 8th, 2024 were related to data migration, with multiple team members working with the Customer to get data imported properly and the system working correctly. Numerous data errors and duplicates were discovered, including 65,000 duplicate records, import files without required electronic payer IDs, and over 7,000 payers requested for import (many more than normal). Any issues reported by the Customer were corrected the same day. They sent additional files after the initial upload that took a little longer to import because of their size, but still within the 1-3 week timeframe outlined in our documentation.
  

  The Customer signed up for an annual contract, billing monthly. The Customer’s initial invoice was created and paid on March 2nd, 2024. The Customer was notified of overdue payment on April 2nd, 2024, and indicated that any outstanding support issues were resolved on April 3rd, 2024. The overdue payment from April 2nd, 2024 failed four times and was eventually declined on April 9th, 2024. Subsequent payments initiated in May, June, and July remained incomplete.
  

  Despite the numerous overdue payments, RXNT’s Clinical Customer Service, Billing Customer Service, and Interfacing & Imports teams continued working with the Customer until the Customer indicated they were going to leave for another system on May 27th, 2024.
  

  The customer’s contract has been canceled at this time and no future invoices will be issued.
  

  Thank you,
  RXNT

  
  

• Initial Complaint

  Date:06/11/2024

  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.

  02/21/24 cyber attack on ****** ********** back up and running for almost a month and still no ERA from ******** I have been calling for many weeks and still this issue is not resolved. We have had to hire extra man power work extra hours to try and keep up. I hear we will call you we are working on it etc. and still no resolution. I am tired of paying 2200.00 a month for non functional software i want this resolved once and for and all. Antonio the supervisor no help. Karen ***** not much help either. I have called ******** on my own to find out that all our ERA still going to ***** when they should be coming thru ***** ******* I want to speak to someone else higher up and not ANNETTE OR ANTONIO maybe an owner or CEO of company I think they need to know how dysfunctional things are and not getting resolved

  Business Response

  Date: 06/14/2024

  Hi ********,
  
  We're very sorry to hear about your experiences with our software and various Support team members resulting from the ****** ********** cyberattack. We can assure you that our support staff works hard to ensure that issues are addressed promptly and effectively, and we are 100% committed to resolving customer issues. RXNT understands that the ****** ********** outage has been disruptive for our customers and the industry as a whole, and from the beginning, we have worked closely with ****** ********** to resolve the ongoing disruptions to our functionality. In response to their timeline for resolution, RXNT made the decision to migrate to ***** ******** clearinghouse and is currently working with ****** ********** to complete that migration. Due to the disruptive nature of the clearinghouse outage, RXNT is offering credits to our valued customers and our records indicate that a credit of $960.00 was applied to your account in April 2024. For more information about how RXNT has addressed the outage, see here: ****************. One of our team members will reach out directly to give you an update on ERAs for ********, as it is our top priority to ensure those are being routed correctly. Please reach out to **********@rxnt.com should you have any further comments on the Disputed Amount, Desired Settlement, or issued credits.
  
  Thank you,
  RXNT

  Customer Answer

  Date: 06/18/2024

  
  Complaint: 21832434
  
  I am rejecting this response because:I have had to do all the leg work and tell them what is wrong how is that helping a customer ?? I had to call your company to tell you how to resolve the problems with ******** and also let you k ow the era has stopped again if anyone was keeping an eye on this then it wouldn’t have been such a nightmare !!!! 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 06/25/2024

  RXNT identified the problem affecting the customer and shared this with her. Customer enrolled with the wrong clearinghouse (***** ***I) during the ****** ****** **** outage and that was the reason she was not receiving ERAs in RXNT. To correct this problem, Karen (RXNT customer rep) submitted the leads to ***** ******** on behalf of Customer (Customer did not need to submit the leads herself). That said, we do need Customer to complete certain paperwork that ***** ******** needs to make all connections needed. ***** ******** has reached out to the Customer to complete the needed forms to get the connections made, but Customer is refusing to complete the forms. Customer has forwarded the forms to the RXNT customer rep in charge of Customer's account, but the customer rep let the Customer know that we are not able to complete the needed forms on the Customer's behalf. The forms ***** ******** needs must have the provider's (i.e. the Customer client's) signature and has to be faxed from the provider's office. The ***** ******** rep has outlined the steps to complete the necessary forms (described) to the Customer.

  Customer Answer

  Date: 06/26/2024

  
  Complaint: 21832434
  
  I am rejecting this response because: Until I am receiving ERA in RXNT I want this case to remain open. This happened due to RXNT did not attach the enrollment for submissions of EDI I had to do this after several phone calls and NO  ONE AT RXNT would resolve this issue. If it was not for me linking it to the proper clearinghouse I still would not be submitting claims electronically. Their support is absolutely terrible EX; Antonio just likes to respond with it takes time be patient and Karen says I don't know what is going on I am not kept in the loop. RXNT did nothing during this CYBER ATTACK issue they could have enrolled with another clearinghouse such as ******** or ******** but refused and made companies suffer !!! 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/01/2024

  The Customer is not correct in stating that RXNT did nothing during the ****** ****** **** cyberattack. RXNT communicated to all clients regularly via email and system messages, all of which is documented. RXNT provided ***** ***I as a temporary clearinghouse workaround to ****** ****** **** for claims submissions only. To solve the clearinghouse issue long term, RXNT connected to another clearinghouse withing ****** ****** **** called "***** ********."
   
  The Customer was issued an outage ticket number (258573) within RXNT, which was opened by her on February 21 and remains open. Every update shared with the Customer regarding the outage are documented under ticket number 258573 and continue to be updated.
   
  We disagree with Customer’s statement that RXNT’s support is terrible. We also disagree with her insinuation that none of RXNT’s support representatives have been responsive or communicative during the ****** ****** **** outage. RXNT worked to solve issues surrounding the ****** ****** **** issues as quickly as possible and achieved the best outcome possible for the majority of our clients. Again, while we are still partnered with ****** ****** ****, we are not using the same clearinghouse within ****** ****** **** and effectively, have added a new clearinghouse.

  Thank you,

  RXNT

  
  

  Customer Answer

  Date: 07/02/2024

  
  Complaint: 21832434
  
  I am rejecting this response because:

   

  great to their open case their employees still have not done what needed to be done to resolve all the issues and until all issues are completed such as the enormous amount of rejects for a reason i was told is being worked on for well over a week from Karen ***** my complaint will remain open!! I will also be submitting a google review with all my proof of emails to employees and how many calls I have made etc. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/09/2024

  Good afternoon,
  The first few outage notices contained in ticket number 258573 are as follows:
  
  1. Sent February 21, 2024 at 5:33pm:
  Hello ********,
  
  A case with ****** ********** has been created Case Number 08950839. Please be aware that any updates from ****** ********** will be communicated via email. Reference RXNT ticket #258573.
  
  2. Sent February 22, 2024 at 4:27pm:
  Hello ********,
  
  ****** ********** is currently experiencing an outage. Responses from CHC will be delayed. We at RXNT apologize for the delay.
  
  3. Sent February 23, 2024 at 10:04am:
  Good morning, 
  
  First, we want to thank you for your continued patience as we endure the current system outage with ****** **********. At this time, the outage is expected to persist through the remainder of the day. In an effort to be proactive and ensure minimal disruption, we've provided some guidance on ways your team can utilize RXNT as we wait for ****** **********'s system to be restored.
  
  Claim Submission: During the outage, claims can be queued up in RXNT. After completing the encounter, simply choose to save the claim. Once we've received confirmation of resolution from ****** **********, you can bulk send the claims from your "To Send Electronic" tab in RXNT.
  
  Receiving ERAs: Consider leveraging payer portals to view and download ERAs. You can upload the ERA manually to RXNT or manually post the payment. When ****** ********** restores their system availability, you will receive an ERA for payments posted during the outage. However, please note that the RXNT system will indicate the ERA was received with an error. For duplicate ERAs, simply resolve the ERA in the ERA tab.
  
  Sending Statements: Statements printed and mailed by ****** ********** should not be sent to the clearinghouse during the outage. Instead, consider printing statements in your office and mailing them to patients.
  
  Eligibility: We recommend leveraging payer portals or calling payers to check eligibility during the outage.
  
  If you have any further questions, our Customer Service Team is available today between 8:00 AM EST and 8:00 PM EST at ###-###-#### Ext. 2. Our team of experts will gladly provide assistance or insights as needed during this time.
  
  We appreciate your patience and continued partnership.
  
  
  Since then, the ticket has remained open and has continued to be updated every few weeks as new information is received and as progress is made. The latest response was sent on June 24, 2024 at 8:10am.
  
  Thank you,
  RXNT
  

• Initial Complaint

  Date:05/27/2024

  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.

  May 4, 2024, Rxnt billed 665.00 to my ******* *** credit card. I had called them to cancel participation in the service when I closed my practice last year. Enrollment ended April 30, 2024. When I received my credit card statement in May, I found that they had billed renewal to an expired credit card and ******* *** allowed the charge to go through. I filed a dispute with both Rxnt and ******* ***. At first ******* *** refunded the payment then once again allowed the charge to go through. I retired in June, 2023 and also retired my professional licenses effective December, 2023. Rxnt insists that they will continue the enrollment for another year and will renew it annually until notice given of cancellation. Cancellation notice has been given twice via phone. I informed ******* *** twice that I will not be renewing the business card and questioned why they allowed a charge to an expired card. Their reply was that I gave Rxnt authorization to renew which is a falsehood!

  Business Response

  Date: 06/03/2024

  Our termination policy, as outlined in our terms of service, states that our services automatically
  renew for an additional term unless we are provided 60 days prior written notice of termination.
  We require written notice to avoid confusion and to keep a clear and accurate record of all
  customer communications.
  
  In this instance, Customer did not provide written notice of their termination request, nor do we
  have a record of any verbal cancellation in our customer service platform.
  
  Because Customer did not provide the required written notice to terminate, their contract was
  renewed for an additional year. Customer has disputed this charge with their credit card company
  and the dispute is still in review.
  
  Until a decision has been reached regarding the disputed charge, there is no action we are
  currently able to take.
  
  Thank you