ComplaintsforAthelas

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told that I needed to provide my credit card information in order to set up an account and if I completed the paperwork that day, I would get a 50% off discount. I was told that my card would not be charged until patients were onboarded to my account. The company made false promises about how easy the process would be and how they have experience working with the electronic health record I used. On 1/29/2021, approximately one week after I submitted my information, my credit card was charged $200. I no longer have access to the credit card or bank account I used. After several months of failed attempts to get my account set up as promised, I asked for my money back. After much back and forth, I was told that i would need to send them ACH or wire transfer information and they have refused to send me a check. I have attempted to get these services through my bank (and have even paid and additional fee to do so) and have not been successful. I have told them this and asked again for a check on 1/3/22 and they have not responded

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/28) */ I'm extremely sorry that you had such a negative experience setting up RPM service with Athelas. We pride ourselves on being easy to work with, transparent, and accountable. We're sorry that we fell short in working with you. We'd love to learn more about what occurred during your onboarding that was unsatisfactory, as Athelas has significant experience with nearly all commercial EHR systems. Moreover, I want to make absolutely sure that we provide a full refund of your implementation fee. I don't have record of who you spoke to before, but I've informed our finance team of what happened and they'll be reaching out to provide you with a full refund. Please let us know if there is anything else we can do. Again, I apologize for the negative experience you had. Business Response /* (-10, 6, 2022/03/28) */ Business supplied email: ***************** Use this address for this or any future complaints, but nothing else Consumer Response /* (2000, 8, 2022/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like a full refund but I no longer wish to talk to your team regarding my experience as I have already done this and my concerns were not addressed. Unfortunately I no longer have access to my email address that I used, as I am no longer with the company so I can't see the names of who I spoke with. Consumer Response /* (3000, 14, 2022/05/29) */ I still have not received my refund Business Response /* (4000, 16, 2022/06/06) */ ********, because you no longer have your email address we have no way to contact you or find out where to send the refund payment. Please contact us at ***************** with your address / wiring instructions / etc... and we'll make sure the refund is provided immediately.

*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. ↩