Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered Chirotech knee fix device 7/24/24. They charged my cc $159.95. I emailed them via the email address link on their website asking when it would ship. They advised back orders and would be 3 weeks. I tried to email 8/16/24 as a reply to their email (same email on their website). It bounced - I received an undeliverable notice. I tried several more times. There is no phone # to contact them. They have taken my money, failed to send the product and left me with no way to contact them.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was charged 1500 on 5/11 for CTPROBill. I started informing the company I wanted to terminate service in Feb due to billing being done very poorly with little to no rejections being handled and my claims were not being processed. My business almost had to close its doors. Still trying to bounce back. I finally was asked to submit an email to formally terminate after talking to CFO. The company came back finally willing to do there job with the attention it should have been handled in the beginning. They gave me a discounted rate of 850 for 3 months. Prior to getting the discount I cancelled service. I have be billed for Mar, April and May after I informed them I wanted to cancel. My business really has suffered and I told them I really don't have the money to pay them. I disputed one of them and they put it back on my account but I got an email stating I still owed for that month. I have my bank statements and cancellation letter but they were to big of a file to send. I have spent numerous time sending emails which have never gotten answered. Thank you,***************************** ( ********)

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In July 2023 we attempted to cancel our ChiroTouch subscription but were informed that our contract was set for automatic yearly renewal. The next renewal was April 3, 2024. We continued to let the subscription draft and in January ************************************************************************* accordance to the contract. February 18, 2024 we received an email reminder regarding automatic renewal of our subscription, we responded with confusion because we had sent several notices to cancel. The response received February 20, 2024 stated "this is an automated message sent to all client. Please disregard and note we have your cancellation request in queue." We attempted to backup our data according to the instructions sent via email but quickly learned our access to our ticketing/help site (chirotouchcommunity.com) was disabled prior to April 3, 2024. We instead did our own data backup because we are tired of attempting to get any support from this company, which was our decision to switch EHR providers. On April 09, 2024 and again on May 06, 2024 we have had an automatic charge for $307.00 hit our bank account. After the April transaction we called to get this refunded to be met with excuses that charges are for the prior month, simply not true. The refund was never processed and we have now received another monthly charge. We have sent emails to request both months be refunded but are submitting this complaint before we send to our legal team. We were cautioned when we decided to switch EHR providers to proceed carefully because this company has the reputation to make the switch very painful. After many years of frustration and not being able to get proper support we would like to cut all ties as we have made clear in our written correspondence. We request refunds be processed timely with email support that our account will no longer be charged.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel for over two months now. I have emailed and called several times. There is no easy way to cancel. When I finally got thru on the phone they said I also had to fill out an email form which I did immediately. Im still getting billed $159/ month and called several times on long hold times only to have them say they made a ticket and a manager will call me back and no one ever does. They are trying to milk as much out of me as possible. I also dont have any easy way to stop my monthly autopay so basically they can still bill me. I have tried everything to no avail. I need help canceling and getting a refund in the last few months that they wrongfully billed me. Btw its a month to month contract. I cant attach documents as Im doing this via my phone. But I do have them on email

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date of transaction: Sept 2023 Amount paid Monthly since Sept 2023 I was supposed to pay $100 per month for the service they offered me.Nature of dispute: I was quoted $ 100 per month for the ProClear Service.I was billed $ 125 per month PER DOCTOR. I was told a total of $ 100 per month PERIOD.I have contacted them several times, I had to threaten cancelling all their services before someone called me back. I was told to send an email from the owners account requesting cancellation. That was over a week ago. Then this week I receive an new invoice where the services I wanted cancelled were billed to my card with and INCREASE to $ 279.Our account is ******* no tracking number to my knowledge.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have had MANY issues with ChiroTouch since our signing in December 2021. First, it was the incapability of taking payments through our terminal in February 2022. I spent DAYS, which resulted in a culmination of two months, on the phone with ChiroTouch trying to figure out why we couldn't take patient payments. Then, in August 2023, we were unable to use CT-InTouch (text and email reminder service) that we paid for due to a registration error to only be told that it will be rectified in 6 weeks. Fast forward to March 2024, ChiroTouch, without warning, suspended CT-InTouch due to a billing error, which we were not made aware of. After spending MORE DAYS on the phone, we were told the application would be ready for use within 5 business days. Two weeks later, I am back on the phone with them because CT-InTouch is not working AGAIN, yet we are STILL PAYING for the services. They claim they have specific protocols in place to reach a manager, to which, they take days to respond. Imagine paying money for a service and you can't even use it, you have to spend your entire day on the phone, trying to figure out other people's jobs. It's infurating.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I switched from traditional ChiroTouch to ChiroTouch Cloud 1 year ago. The transition was terrible. There was no support provided. I have lost thousands of dollars since this implementation. The software does not perform anywhere close to the expectations set during the "sale". Basic compliance reports are non-existent. When trying to reach billing or customer support, you have to stay on hold for hours, leave multiple messages, and keep calling until you can get someone on the line. Likely that person will not have an answer. I would not recommend this software to ANYONE. It will create more work for your staff, more work for the doctors, it will not support your basic daily needs. I feel like I was tricked into switching for a product that is not complete and not functioning.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We utilize their software for our chiropractic business to store patient information/scheduling etc. They offer an add-on service called "CTInTouch" which is a text messaging and emailing service to remind patient our of their appointments. The service quit working in August of 2023. We were not made aware of this issue by Chirotouch and had to find out through patient complaints as they were not getting their appointment reminders. I have called in several times, filed a case with them, and have spent hours trying to resolve the issue. We now pay two other companies to handle the messaging and we are still being charged by Chirotouch $94.95 a month per office (we have 2). I am told every time I call that they can't help me and a manager will call me back and I have heard from no one. This has been going on since October 4th 2023.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called to cancel my monthly maintenance in July. No one called back. I tried monthly, each time they said someone would call me back. Then I finally got an email saying they needed a signature, I had questions. Those questions went unanswered and they continued to charge me for 6 months a service I thought was cancelled. The discount for the year is $1200, they charged me $179 a month for 6 months.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Due to a breach of contract, I would like to terminate my Chirotouch subscription.Per the agreement under Primary Maintenance and ******* Services, Chirotouch is to provide live chat support during business hours between 5am and 5pm. All of my calls were placed to Chirotouch during the business hours stated. I have called for support eight times [date and times listed below]:Oct 6th 1:24pm Oct 20th 1:35pm Oct 10th 3:28pm Oct 20th 1:36pm Oct 11th 4:41pm Oct 20th 1:37pm Oct 11th 4:43pm Oct 11th 4:46pm I was able to reach a live person twice. On Oct 11, instead of a live person, a recording instead came on and state, no person was available, and hung up on me. To reach a live person I had to call multiple times and multiple departments. The first time my call was answered, I was told that they would make a note of the call and that someone would return my call. After ten days, I continued to not receive a call back, but I made more calls that were not answered by a live person. When I called again and reached an operator, she stated that she saw the note of my call and that they have been very busy and unable to respond to calls and that it may be a while until I get a call back. After writing two emails, on November 2, ***** from your retention team, called me. He stated to me as well, Yes, we have been very busy and unable to pick up calls and it is taking time to get back to people. This service is not what I need nor what I expected.Chirotouch contract states live chat support during business hours, business hours are 5am -5pm, and it is not being provided. Chirotouch is in breach of contract by not providing good customer service, live chat support and not responding back. Despite my many contacts expressing stating to cancel, they continue to withdraw from my account. I want them to cancel service 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. ↩