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:05/27/2024

  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 have been a customer of RXNT since February 2022 with a subscription to their electronic medical record and practice management software. RXNT stores the health and billing records for all of my patients and provides access to their electronic medical record and practice management software in exchange for my subscription payments. In 2024, I decided to transition to a new electronic medical record system due to needing a superior product. I paid my monthly membership fee, despite no longer using the product to input data, in order to maintain access for the purpose of transitioning my patients' data and closing out billing for claims from insurance companies. My next billing date was scheduled to be 05/27/24, meaning that I paid for access up to that date. RXNT decided to cut off my access on 05/24/24 and refused to allow me access to the product for 2.5 days that I had already paid for because nobody would be available to discontinue the access on 05/27/24 because of the Memorial Day holiday. They refused to refund me for the access time that I paid for and they took away stating the company "does not do refunds." By cutting off my access 2.5 days earlier than what I had already paid for, I am either forced to pay for another month of full access, which will cost me several hundred dollars, or I lose data that I was in the process of transitioning when they cut off my access early. As a solo physician who has taken a huge financial hit this year because of RXNT's partnership with ****** ********** (the cyberattack on which has caused me to lose thousands in insurance payments), I am not in a position to pay more money for a service that I do not need, namely an additional month of using their product. What I do need is the access that I paid for and they have stolen from me, which impacts patient care and the viability of my small medical practice that serves an underserved rural community.

  Business Response

  Date: 05/29/2024

  We are sorry to see the customer leaving RXNT in search of a better product. We hope we can win this customer back in the future with features that meet the customer's expectations.

  It was not our intention to cut of the Customer's access early and for the Customer to pay for an additional month of access and we apologize that it happened over the Memorial Day holiday. Customer was never charged for an additional month of service.

  The Customer still has 2.5 days left under the license and our team provided her access today (5/29/2024). We have reached out to the Customer and we are awaiting her confirmation that she is able to fully access her account.

  No refund is due to the Customer because we did not charge her for another month.

  We hope this resolves the matter.

  Thank you.

• Initial Complaint

  Date:02/13/2024

  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 spoke with a sales rep Jim in Dec 2023 and then on Jan 8th 2024. Jan 8th 2024, I spoke with Jim again during a sales call. I specifically asked him if could only pay for 1 month at a time or if monthly payments were a year-long commitment. He said it was for 1 month at a time. I also asked how quickly I could get set up because I was in a rush, and he said 3 days. While on the phone, he walked me through all the steps of buying the product on the website: 1 month's worth of subscription to the EMR ($191) and the e-prescribing access ( one time fee $85). I immediately tried to set up product and had a lot of technical issues, for which I reached out to tech support many times. They were nice on the phone but after 2 days no results. On Jan 10th I called Jim again. I told him I felt bait and switched, that the company was not delivering what had been sold to me, and that I wanted a refund. Jim asked to please give him a chance to have the issues resolved before discussing a refund. The tech support finally walked me through what seemed to be initial steps of setting up the product, but system said it needed to verify me. On 1/12 I received an email from Gabrielle, the product expert, regarding a list of steps to complete, which I had already done with tech support. I drafted an email explaining this to her and telling her about my poor experience to date. Unfortunately, this email was stuck in my outbox and did not go out. I received a call from Gabrielle about 1.5 weeks later saying that she had tried to reach me by phone, she had never sent a follow up email. I asked she look into the issues above, but she did not get back to me. I called customer support and emailed Jim asking for escalation, a refund, etc. but they have not helped me and said I owe them monthly payments for a 1 year contract. I have no access to any information about a 1 year contract in email communication to me from this company or on the online account. The product is still not set up.

  Business Response

  Date: 02/14/2024

  Please see the attached response.

• Initial Complaint

  Date:10/03/2023

  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.

  I was a physician in private practice. I purchased their software for prescribing purposes and used it for over a year, and paid my bills. I had a change in practice about a year ago and became employed by a company, who used their own prescribing software. I forgot that the subscription for RXNT was on an "auto renew" program. As a result, the bill (over $700) was auto billed on 9/30/23. I tried to contact them that day, but it was outside business hours. I contacted them the next available date, 10/2/23. I cancelled by subscription but was informed that their policy is "no refunds." Meaning, of course, that I had to pay for an entire year even though the subscription was 2 days old, and I had not used it in the first place. Contacting their customer service yielded nothing other than boilerplate responses. In my opinion they are not dealing in good faith and are being unreasonable and unethical in their billing practices.

  Business Response

  Date: 10/11/2023

  Our Terms of Service, located at ****************************************************************************, require that our customers notify us 60 days in advance of canceling their account, which the customer did not provide. Because customer did not provide notice, his contract term for our service was renewed for another year on September 30, 2023. We provide unlimited support and training for the entire time a customer is subscribed to **********************, which is why we require customers to provide us notice before they choose not to renew. We rely on the revenue from our contracts. Despite the customer not providing us with the required termination notice, we made an exception for him and granted him a refund. We informed customer of this in an email exchange on October 3, 2023. We believe this matter was resolved before the foregoing complaint was filed and that the complaint herein is unwarranted.

  
  Thank you.
  

  
  

  Customer Answer

  Date: 10/17/2023

   
  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:09/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against RXNT regarding a year-long contract I entered into with their company for their software services. My complaint is rooted in their misrepresentation of software features during the demonstration and their subsequent refusal to cancel my contract. On July 18, 2023, I participated in a demonstration of RXNT's software. During this demonstration, I was presented with a set of features that were crucial for my business needs, and these features played a significant role in my decision to sign a year-long contract with RXNT. However, upon gaining access to the software and starting to use it, I quickly realized that many of the features promised during the demonstration were conspicuously absent. When I reached out to RXNT's customer support to inquire about the missing features, I was informed that they were slated for release in the winter. This situation is highly frustrating as these missing features were a fundamental part of my decision-making process, and their absence severely hinders my ability to effectively utilize the software for my business. Given that RXNT is unable to provide the promised features in a timely manner, I believe I am entitled to seek a cancellation of my contract. I have made multiple requests to RXNT for a contract cancellation, but to my dismay, the company has consistently refused to accommodate my request. This leaves me in a contractual obligation for a service that does not meet my needs and that was misrepresented to me during the initial sales process. I kindly request your intervention in this matter to help resolve the issue. I believe that RXNT should honor my request for a contract cancellation or, at the very least, provide a partial refund to compensate for the missing features and the inconvenience caused. I appreciate your attention to this matter and your assistance in resolving this dispute with RXNT. Thank you for your time and assistance.

  Customer Answer

  Date: 09/22/2023

  Nature of Complaint: Bait & Switch Tactics. I was told the software had certain features that it did not. 

  Date of Demonstration: July 18, 2023

  Date of Purchase: July 26, 2023

  Date Software Was Partially Accessible: Aug 2, 2023

  Salesperson: **** ********** ******** *******

  Product/Service: Full Suite RXNT Software

  Account #: *****

  Purchase Price: $186.20

  Payment: $186.20

  Disputed Amount: $186.20

   

  I recently reached out to the company to reduce the software to the cheapest plan. My next billing date is 9/25/2023 and I realize this dispute wouldn't be solved by then. I didn't want to be billed for $186.20. I would still like to terminate my contract with them as they advertised software features they don't have. 

  Business Response

  Date: 09/27/2023

  We would like the customer to outline the specific functionality she says was conspicuously absent when she started using our software. The product demonstration we provided her on July 18, 2023 was from our live client environment using a demonstration account. All functionality shown to the customer on our demonstration call with her is available in the product she purchased/licensed. The customer's accusation that we did not deliver the solution that we demonstrated to her is simply not true.

  The customer references "patient portal registration" functionality. She claims that we showed her this functionality on our demonstration, but told her after she purchased our product that we would not have this functionality until the winter. This is not true. On our demo, our sales team showed the customer our current patient portal registration functionality, which requires that the customer enter a patient's name, DOB, and email address (to register them for the portal) before the patient can access the RXNT patient portal. The customer did not express any issue with this process for patient portal registration. If she had expressed any discontent with it, we would have let her know that by the end of 2023, our functionality will allow patients to register for the patient portal without the customer having to first enter a patient's name, DOB, and email address. We would have also let the customer know that the new functionality would enable her her patients to access the RXNT portal login directly from the customer's website if the customer decided to embed our patient portal link on her website. We are demonstrating our existing functionality to hundreds of prospects a month and regularly informing them of our existing functionality and the functionality we will be deploying in the next 6 months. It would not have benefitted us to tell the customer we had a feature that we didn't have and risk frustrating the customer. We want customers for a lifetime, not just for a year. Again, the customer mentioned nothing about her patients needing to access our patient portal from her website nor did she let us know that having to enter a patient's name, DOB, and email address would be a problem for her. 
  

  We have reached out to the customer on a daily basis since the beginning of September in an attempt to resolve the customer's challenges. The customer will not respond to our multitude of communications (calls and emails). Despite our efforts to reach her, the customer has since downgraded her service with RXNT from our Full Suite solution ($160 per provider per month) to our Scheduling solution ($24 per provider per month). Downgrading service is allowable under our contract so we have no problem with the customer doing so. Terminating our contract because the customer has determined she simply does not want to use our solution, is not allowable. We wish the customer would return our calls so that we can help her utilize our solutions to meet her challenges. We are certain that the solution we demonstrated to her is the solution that she purchased. She determined that it met her needs during the demo, which is why she purchased it.

  We believe that if the customer will let us help her complete her implementation and training that our solution will work for her practice. We are ready, willing, and able to do this.

  Thank you.

• Initial Complaint

  Date:08/01/2023

  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.

  I had initially signed up for their service on April 15, 2022 for their electronic prescription services for one year so I could provide continuity for patients who had used this system. On April 15, 2023 an automatic renewal billed my credit card. When I had realized this charge went through on my credit card, I spoke to the customer service department and explained what happened. They said they would speak to their sales manager. A month went by without any response, so I reached out to their customer service department again to follow up. I received an email response that said they would not provide a refund because the deadline to submit this request had passed. Their reasoning was that it needed to be cancelled prior to April 15th 2023. Even after I explained that I did not know it was set for autopay until the charge showed up on my credit card bill, they refused to reimburse me. I haven’t used their online service since October 2022 and they still charged me for the 2023 year.

  Business Response

  Date: 08/08/2023

  All of our customers agree to our Terms of Service prior to enrolling for our electronic prescription service, which outlines (under the "Term" paragraph) that the subscription to our service will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless the customer provides us written notice of termination of no less than sixty (60) days prior to extension. The customers complaint included a June 16th email exchange with one of our representatives ("6/16 Email Exchange"). In his email, customer said he was charged for our service on April 14th, his renewal date. He said he called our sales department on April 28th to have the charge reversed. Unfortunately, we show no record of that call in our **** Central call logs or ******* CRM reports. In the 6/16 Email Exchange, our representative explained to the customer that we would have had to received his request to cancel his subscription before 4/15/23 in order to avoid him being charged again. Our representative asked the customer to provide us with confirmation that he previously requested to have his account closed. We never heard from customer after our representative made this request.

  Our software solution is not consumer-based whereby a customer may believe they have subscribed to it on a month-to-month basis without an automatic renewal. Our software is a B2B SaaS solution that a professional uses to be able to provide better care for their patients. In setting the customer up with our solution, our team provided implementation services and training. We also provide ongoing support. All at no cost. In exchange, we require a one-year subscription term with automatic renewal, unless the customer notifies us at least 60 days in advance of their renewal that they would like to cancel. We received no such notice from the customer, which he could have easily provided if he hadn't been using our service since October 2022.

  The customer put a payment on file with us and never notified us that he would not be renewing our service. When he followed up with us on Jun 16th about this matter, we responded quickly and respectfully. As a business, we rely on our Terms of Service to be sure our obligations, and those of our customers, are clearly outlined. In this case, we met our obligations and we expect customer to meet his obligations. We hope that customer understands that in charging his practice for our service, we acted in good faith and did everything that could be reasonably expected of us. 

  Thank you.

  Customer Answer

  Date: 08/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Respectfully, their claim to have handled this issue in a timely manner is inaccurate. I spoke to a customer service representative in April During that conversation, the customer service representative said he just needed to clear the refund request with a sales mange. But was never contacted and the refund was never issued. After waiting for over a month for a response, they only emailed after I sent them an email first to follow up my call with customer service.
  

  During that conversation with the customer service representative, I explained that the service was only going to be needed for a period of 6 months for continuity of care for patients who were in a practice that used their services. I further explained that their system should show that we never used their services again after 6 months. 

  I was never notified or warned that service was going to be automatically renewed. I never received email or notification that the service would be renewed or that my account would be charged for another year.

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

  Business Response

  Date: 08/16/2023

  We offer our terms of service to provide customers with a clear written outline of our mutual obligations and responsibilities in our relationship. We strongly encourage customers to utilize this valuable resource and the insights it offers.
  Our refund policy, as outlined in our terms of service (under “Billing & Other Terms” paragraph), states that all fees are non-refundable and non-cancellable. Customer is responsible for all fees for the entire term of the applicable order or subscription agreement. Unfortunately, customer did not provide us with the required termination notice until his renewal date of April 14, 2023. To effectively cancel, this notice needed to be received by February 14, 2023. Because customer’s subscription was not effectively canceled, customer is responsible for the fees of the renewed term. 
  

  We hope the customer understands that our terms of service encourages accountability on behalf of RXNT and our customers and that we acted in accordance with the terms of our agreement.
  

  Thank you.
  
  

  Customer Answer

  Date: 08/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Stating your terms of service and policies do not justify your refusal to refund an automatic payment that should not have been processed without authorization.  

  You have not provided a valid reason for refusing to refund charges for services that were never provided.

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

  Business Response

  Date: 08/23/2024

  The Customer signed the Customer Agreement and subscribed to our software services for a one-year term, subject to our Terms of Service. The Customer Agreement requires that the Customer provide us with advance notice of termination. 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, as stated in Attachment B - Pricing Policy in our Customer Agreement, the terms 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."
  
  Thank you.

  Customer Answer

  Date: 09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  RXNT was contacted within their 60-day period and I spoke to one of their managers regarding the unauthorized charge.  The manager said he would look into the matter, but I never received any communication and no corrective action was taken.

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

  Business Response

  Date: 09/10/2024

  The Customer states that "RXNT was contacted within their 60-day period." This is a misinterpretation of the Customer Agreement and Terms of Service signed by the customer. Our terms state that applicable Services will automatically extend unless "either party provides written notice of termination of no less than sixty (60) days prior to extension."
  
  They key word from Section 8 of our Terms of Service is "prior." The Customer would have needed to contact us with written notice of cancellation 60 days or more PRIOR to the renewal date, and not WITHIN 60 days of renewal.

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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.

  Poor customer service and horrible onboarding. I sent an email for cancelation on 4/16/23. Rather than cancelling my account, the reps keep pushing me to change my mind, but didn't do anything when I was asking for help. I declined their offers & my account is not cancelled. RXNT deducted $195.11 from my account on 4/20/23. I want a refund. We have not used this software due to info still not being imported to use the system among our MANY other issues. I have sent my complaints to our sales account manager and the onboarding coach: I have asked 3 times for the clearing house to contact myself about enrollments and my onboarding coach asked twice but they continue to contact my medical provider and not myself. This just happened again today. I have been in implementation for two months and am no further along than the day I signed my contract. I kept asking the clearinghouse reps for support and my RXNT team but nothing progressed until supervision got involved. Finally, a meeting was scheduled on 3/31/23 at 1:30 PM EST. I waited on the meeting for 15 minutes and nobody showed. Then at 1:50 PM, 20 minutes later, somebody called me but they were not my representative. They told me they were taking notes for my representative. I gave them a list of my complaints. A major one was that I had completed enrollments and sent them to the clearinghouse but the clearing house kept sending me a repeat request to complete the same information. During the phone call the clearing house representative chuckled as he said they had my info but it was lost for the last several weeks under 150 other emails. To date, I still do not have a spreadsheet letting me know which enrollments are completed and which need to be completed. It is 21 days later none of them have been fixed. Supervision did nothing. I have not heard back at all from the clearinghouse. I refuse to move forward with a company I cannot trust and that did not care about me until I wanted to cancel my account.

  Business Response

  Date: 04/27/2023

  RXNT will allow Customer to terminate despite our one-year Term. The Customer's sales representative has reached out to answer any questions.

  Thank you,

  Customer Answer

  Date: 04/30/2023

  
  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.  They have finally allowed me to close my account due to the many customer service issues and implementation delays on their end.
  
  Sincerely,
  
  ****** **************

• Initial Complaint

  Date:03/19/2023

  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.

  I signed up for **** services and have since learned that I will not be able to use their system. I was not told about advertisements being on the system or that their trainings would be set out for a month prior to me being able to get my EHR working. I am paying for a product I cannot use and I asked to cancel my subscription and they are refusing and now saying there is a one year contract even when I selected a monthly subscription. I currently still do not have full use of the product.

  Business Response

  Date: 03/28/2023

  Please see our attached response and accompanying attachments (1,2, and 3).

  Thank you,

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

  Customer Answer

  Date: 03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was never told about the ads during the live presentation. I was never told about the 1 year commitment during the live presentation. No where on their website does it say that you are signing up for a one year commitment when you purchase the product, except, apparently in the terms and conditions, which is hidden in an attachment when you sign up frmo the program. The "go live" is advertised as taking 15-25 days and yet even in their response it now says 2-6 weeks and I was not able to even get an appointment to do the onboarding training until April 8th, over a month after I asigned up and was told the "go live" timeline was 8 weeks. The team "working tirelessly" is very inaccurate as all the support that I have gotten has been "I don't know, that's not my department, please wait for the trainings" from the kick-off specialist who cannot help with anything and wasn't able to address any of these issues other than to say that this is all that's available. I cannot use the EHR because their system is not set up for providers to be able to navigate and get anything set up without contacting their training staff who are booked out for weeks. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 03/31/2023

  Customer rejected our response because she said she was never told about the ads during the live presentation. We disagree. Ads are present in our demonstration accounts. Customer said she was never told about the 1 year commitment during the live presentation. We disagree. Additionally, we shared our Terms of Service which clearly show the one year commitment in section 8a. Customer accepted these Terms of Service during enrollment. Customer says this is no where on our website which is inaccurate. It states a 1yr term in the Frequently Asked Questions of our website. Customer says our "go live" is advertised as taking 15-25 days. This is inaccurate and Customer has provided no evidence of this advertisement. We share our estimated go-live period during the sales presentation. We review establish the go-live date during the kick-off call once we know all the data migration, set-up, and training needs of the Customer. All of this service is provided at no upfront cost to the Customer. Customer says she was not able to even get an appointment to do the onboarding training until April 8th, over a month after I signed up and was told the "go live" timeline was 8 weeks. This is not true and the Customer has provided no evidence of this. We are happy to show the client our communications. Customer is incorrect when stating that all the support that she has received from our team has been "I don't know, that's not my department, please wait for the trainings" from the kick-off specialist. Onboarding onto software used to run a practice is not done overnight and takes coordination. Our team has provided that coordination. It is not true that the Customer cannot use our EHR because our system is not set up for providers to be able to navigate and get anything set up without contacting our training staff. It is also untrue that our trainers are booked out for weeks. Customer provides no support for any of her accusations. 

  Customer Answer

  Date: 04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Every comment made by **** is unfounded with no proof. I am unable to show the limited availability because it was discussed in the kick-off call when scheduling and I don't have access to any calendars to be able to show what is or isn't available through ****, only what I was told. If **** can provide that recording, there would be the proof. 

  For the ads, here are two demo videos that I was sent that show no ads in the software: 

  *************************/**********

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

  Attached is the only email communication that I received from the sales rep that discussed anything about pricing, which did not include any information about a yearly agreement. The sales call recording could also show that this information was not discussed but I do not have access to that. I have also included screenshots of what the link to purchase the software looks like, which, at no point, discusses or has information about any yearly agreement. Even the common questions at the bottom of the purchase pages do not have anything related to the term of service and it is presented as either being a monthly subscription or a yearly sign up to get 10% if you pay the full amount up front. I chose the monthly subscription.

  As it stands, I should have had access to the entire platform once I purchased it on March 10th. On March 13th, I was still not verified and had to contact the sales rep just to get someone to work on getting me access. The person I was to work with couldn't get an appointment set up until March 15th and eneded up taking three meetings just to correct getting me minimal access to the software with no access to training videos or guides as promised on the website. During the kick off call, I was informed that I could get my training by attending 4 appointments to learn about how to set up the system and that I would then have access to those recordings after I meet with the different trainers. The earlist appointment I was given for the EHR was April 10th, one month following my purchase of the product. 

  I have received little to none of the software and trainings accessible to me as advertised, and regardless of what hidden contract terms may exist, this alone warrants a refund and cancellation as I requested to cancel my purchase the day I finally received full information about the product and process for **** that was not given to me during the sales call.

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

• Initial Complaint

  Date:08/05/2022

  Type:Delivery 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 originally quite satisfied with services provided by RxNT however because of our need to transition to Athena for the service and care of our patients and our medical record processes, we submitted a request for our data from RxNT during our past years of service as is customary. In fact, even though we thought their price of $5000 was excessive, we paid them this exorbitant fee and the bank transfer was issued to them on 5/5/2022 . To date I have received very little response from them until I received a personal phone call from Melanie ******* their representative who told me that she was going to take care of everything. They created a file folder for us to access our information and that information is tremendously incomplete and there does not appear to be an appropriate association between the data and the files necessary to transition our patient information. This has caused our office to suspend our transition to a new electronic medical record resource and has caused me countless hours of aggravation by email and telephone call communication. All I need for them to do is to Provide the information that we have requested, that they promised and that we have paid for to the agency that we have requested that it be released to. In case you need their information, their phone number is X-XXX-XXX-XXXX and the direct extension for Melanie ******* is XXX-XXX-XXXX and our former account Rep. Max has a phone number of XXX-XXX-XXXX. I know there are federal agencies that protect patient healthcare information and if necessary we can proceed with contacting them but I am in hopes that we can do this without jeopardizing the licensure of RxNT.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 8, 2022/08/25) */ ***Document Attached*** See attached response. Thank you,

• Initial Complaint

  Date:08/02/2022

  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.

  I purchased 12 months of EHR/Billing/Practice Management software access from RxNT on 4/13/2022. Before purchasing, I did 2 live demos with sales manager Jim ***** (August 2021 and January 2022). He explained all relevant parts of the software, and how it could benefit my practice. Explained the onboarding process, what it entails, and how they have the best support team in the EHR business. It's 7 days a week, and US based so you "can call anytime and get a person in the United States to help you". Everything he told me was found to be a lie. The onboarding process is supposed to be 4-6 weeks total. I am now 116 days (16 weeks) out from subscription sign up, and my onboarding is still not complete. I had to set up half of the system myself, as I couldn't get phone calls or emails answered to help me. Their support team is only in office 9-5 M-F, no weekends, no evenings, no one even on call to help these hours if needed. My business is a pediatric urgent care. I'M ONLY OPEN EVENINGS AND WEEKENDS. Jim knew my business model and intent with my new practice and assured me I would have the support I needed. My "specialist" Gabrielle ******** that was assigned to me to help get me and my practice set up, is the most unhelpful person I've ever interacted with. I can't get phone calls returned, I have at minimum 10 unanswered emails, and I've sent duplicates. When she does respond, it's 3-5 business days later. My clinic is open, and I have an EHR system that's barely functional. I can't get claims to submit, can't get the help I need to fix it, and I'm not getting reimbursed by insurance companies. They are causing my business to lose money. I invested $2600 with this company, and the amount of time and emotional distress encountered since, is enough for a legal suit. They claim I'm locked in a contract and refuse to give me a refund. I've asked 5 times now for a copy of the contract, they can't furnish it. They refuse to let me speak with a supervisor. This is a nightmare

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 8, 2022/08/25) */ Heather, please see attached response. Thank you, Tom ********* **** **** **** & Chief Legal Officer Consumer Response /* (3000, 10, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was Zero communication about how the onboarding process would work. I did receive an email from the clearinghouse on 5/12, but I was not expecting an outside company to email me. The email never mentioned RXNT but was asking for extremely personal information, to which I thought it was fraud. I responded on 5/31 after Change Healthcare (clearinghouse) reached out to me via phone and alerted me that the email on 5/12 was generated because of my partnership with RXNT and was not fraud. I did not "finish enrollment" until 5/12 due to RXNT waiting on me to select a token and I couldn't do that without my DEA application being completed. From 4/14 to 5/12, they could have been in communication with me about the clearinghouse steps, what to expect during enrollment, and they could have been working on setting up my system while my DEA application and number was in process. I also, as attached to the complaint, have numerous emails that never received responses. While they appear to have represented information claiming to be responsive, this still does not address the remainder of my complaint. I paid RXNT for an EHR system and to set it up. I did my entire set up MYSELF. In addition, I never spoke to a supervisor. No one other than Gabi *********** *********** and Jim ****** **** reached out to me to rectify any of my complaints. I spoke to a manager at Chnage Healthcare (clearinghouse), which of whom does not work for RXNT and could not help escalate my complaints. I am asking for a partial refund to rectify all complaints, due to the RXNT implementation team not holding their end of the agreement. This is proven by MYSELF having to enter all information to make my system functional. I hand imputted my CPT codes, my own superbill, my own fee schedule, my own payor IDs, and half of my my own ICD-10 codes. In which I was told my Change Healthcare that this was highly inappropriate for me to have done that myself, and that I was one of many who was unhappy with RXNT service and lack of customer support. This response is half fabricated, and while a few sentences are true, they still refuse to admit any guilt on dropping the ball on my enrollment to their services.

• Initial Complaint

  Date:07/16/2022

  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.

  We purchased an annual subscription to RXNT's e-prescribing software after explicitly confirming with our salesperson that there would be no issues with connectivity to California's Prescription Drug Monitoring Program (PDMP). We were having issues with this with our prior software, so wanted to ensure there would be no problems with RXNT if we signed up. However, after paying for the annual subscription, we learned that this connectivity is indeed broken and not working. They claim to be working on a fix, but we expected it to work as promised. We have not sent any prescriptions, never got PDMP to work, and so we asked for a refund twice. We were denied a refund. Instead, they offered us a Starbucks gift card, and a discount if we renew the subscription in a year. We are not able to use the software, so we do not plan to renew. We do not like Starbucks coffee. In addition, the product has advertising for pharmaceuticals as you use it, which they did not show in any screenshots or demo videos. The advertising is animated and extremely distracting. Our salesperson said we should use an ad-blocker extension to turn these off. However, these extensions are not HIPAA compliant because they can read website content with patient data, so we cannot use them. Overall, this company has proven to be unethical and untrustworthy.

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 8, 2022/08/10) */ ***Document Attached*** RXNT Response Consumer Response /* (3000, 10, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) - I reviewed the emails from our sales rep, where he assured us that PDMP integration was working specifically for California. After we onboarded and tried to use PDMP, it did not work, and it has never worked for us. - It is suspicious that the bug we specifically asked about, and was assured would be working, turned out to not be working. - Our sales rep claimed the bug would be fixed by July 29th, but it was not fixed by that time. - I reviewed the videos that our sales rep sent to us, as well as videos on the website, and they do not show ads in the product. - We were offered one month free of service, but this was contingent on us paying for an additional annual subscription. - We reject the software. - We will not use the software. - We will not renew. - We will continue to pursue a refund. Business Response /* (4000, 12, 2022/08/16) */ We agree with consumer that they were assured that our PDMP integration was working for California because it was working at the time. We disagree with Customer's suspicion that it never worked. We agree that our sales rep claimed the bug would be fixed by July 29th and that it was not fixed until August 9th. It took our resolution team a reasonable amount of additional time to fix the issue and it was indeed, fixed. Our rep provided a live demonstration of our product and it showed advertisements. Additionally, the Customer accepted our Terms of Service (found at www.rxnt.com/customer-agreement), which clearly outlines that RXNT reserves the right to place advertisements or messages from third parties on webpages of the Services and that they may be visible to users as well as Customers. Our rep sent a demonstration video that did not include the ads because it was an older video. We do not have product videos on our website. Our offer of one month free of service was not contingent on the Customer paying for an additional annual subscription. If the Customer had decided to cancel, the Customer would have been able to use our e-prescribing software for an additional (ie, 13th) month. We believe that the Customer has unnecessarily rejected our software. We are disappointed that they were not willing to allow us to resolve the issues. To alleviate their dissatisfaction, we have decided to refund them the annual license fee they paid to us, which will be forthcoming as a credit to their credit card. Consumer Response /* (4200, 14, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) - The sales rep never showed us a live demo, and we have only seen videos that were sent to us. - RXNT's website has links to videos of their software. The videos do not show any ads whatsoever, for example here: https://info.rxnt.com/customer-self-paced-onboarding. - In addition, RXNT's help website shows numerous screenshots of the product, and I have not found one that shows any ads. All screenshots are cropped to not show the ads. For example here: https://help.rxnt.com/hc/en-us/categories/6114061634583-E-Prescribing- - I reviewed emails from the sales rep about the one month free offer. The offer was always contingent on renewal. Here are quotes from the sales rep: - July 14, 2022: "We would love to offer you a discount upon renewal" - August 10, 2022: "If you choose to renew next year we will apply a one month credit for the month you went without the connectivity." We see a refund of $650 back to our card. However, we paid a total of $725, which was inclusive of controlled substances capabilities. We will consider this resolved when we receive the remaining the $75. Business Response /* (1000, 18, 2022/08/25) */ The customer hired a lawyer to resolve this matter. We have responded to customer's lawyer accordingly. Thank you, RXNT