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Business Profile

Computer Software Developers

CareSmartz360

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:01/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 CareSmartz360 due to the unsatisfactory service and lack of support I have encountered as a paying customer. Despite being a paying client, I have experienced severe difficulties receiving the support promised by CareSmartz360. Upon reaching out to their customer support for assistance, I was dismayed to find that my requests for help were refused. As a result, I am left paying for a service that I have yet to receive. This situation has had a profoundly negative impact on my business operations. I had placed my trust in CareSmartz360 to enable the smooth operation of my services, yet due to their failure to provide adequate support, I have been unable to start operations as intended. The lack of effective customer service has been extremely frustrating and has significantly hindered my ability to conduct business. I urge the Better Business Bureau to investigate this matter promptly and ensure that CareSmartz360 is held accountable for their inadequate service and failure to fulfill their commitments to paying customers like myself. I trust that the BBB will take swift and appropriate action to address this issue and safeguard consumers from facing similar challenges. Thank you for your attention to this matter.

    Business Response

    Date: 01/15/2024

    During our sales and demo process, we explain to each client that onboarding takes several weeks. Within this time frame, the client’s company is set up, the client and staff are trained, and several integrations occur with third-party aggregators and depend on third-party information. The time frame is discussed during the sales process, and each client is aware of and agrees to this prior to and when signing a contract.   This client chose to self-onboard themselves, which means they are provided an onboarding specialist but do most of the training themselves. Even with self-directed onboarding, the system takes a few weeks to be fully set up with the required integrations. This client filed a complaint with the BBB the day before the welcome call and training was scheduled to begin and asked to be live in 1 week. As explained, this is not possible for a system as comprehensive as CareSmartz360.  Our support is usually very responsive. While we have support over holidays, the support team does not have visibility until the account is set up. In this case, the account was set up on 1/2, but the client was contacting our support team over the holiday weekend.   We worked with this client to set expectations around onboarding and training before this complaint was received, but feel that they do not align with his goals, so we offered him a no-penalty contract termination. 

CareSmartz360 is NOT a BBB Accredited Business.

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