Complaints

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• Initial Complaint

  Date:02/19/2025

  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.

  *** has failed me as a customer and their attempts to connect me to another customer service options over 2 months does not seem to grasp the reality of this situation. The accounting request for early termination assumes that things were set up yet they never were. Not a single dollar was collected by this billingcompany They never offered to help, refund me the charges this far and apologize for the lack of support and terrible customer experience that led to thousands of dollars of delayed claims. I hired CMD as a preferred billing solution with Practice fusion for great customer support. Not to mention, your team did nothing but asked me to do all of the work and I received nothing but errors based on the error laden data your team gave me. When I reached out to Practice Fusion, my EMR, they informed me they removed your company due to lack of customer support.Breach of contract and lack of good faith in trying to get ahold of your team. Your team failed to actually bill any of my patients and it was not a pleasant experience. I have been credentialed with ******** and your own support staff were unable to decipher why I did not get anything paid from your platform. You prevented me from billing the patients seen the entire time, your team asked me to complete multiple credentialing steps for multiple meetings without actually doing anything wasting my time and money. Telling me I will get excellent service was incorrect. Telling me I will get customer support was incorrect. Telling me you will help me get paid was incorrect. I paid and you were unable to get any payments to me. Asking me for an early termination seems like a joke. Calling and harassing my front desk for 2 months thereafter was just unprofessional, unethical and rude.

  Business Response

  Date: 03/12/2025

  Hi Dr. ***************** are sorry to hear that you had problems with the implementation of our services. Below is a summary of interactions with your practice.
  
  9/10/24 Account opened and Implementation began reaching out to customer to schedule intro. Initially scheduled on 9/17 but provider asked to reschedule to 9/20
  9/20/24 Intro completed with implementation.
  9/23/24 Phase 1 training session completed
  09/26 Phase 2 training call on, customer had not completed necessary paperwork to connect Practice Fusion so we had to reschedule.
  10/1/24 Implementation reached out to customer with Calendly link to get Phase 2 rescheduled once form was completed by customer and Implementation identified interface messages crossing, which training session was scheduled for 10/7.
  10/7 Phase 2 session incomplete. Implementation reviewed errors in interface messages due to the customer set up not being completed, and payers had not been added into CollaborateMD by the customer. Customer was not willing to add payers or do the required set up, or payer agreement set up to move forward with Implementation.
  10/14/24 Close request submitted by customer on 
  10/16/24 Customer success representative ****** reached out via email to see how he could help.
  10/22/24 and 10/24/24 Implementation Manager, ****** via email, office phone and provider cell phone to see how she could help.
  10/25/24 Email with notification of early termination fees if provider choses to not move forward with set up implementation and chooses to early terminate the account.
  10/30/24- ***** Manager of Customer Success emailed the customer and provided details to the customer of our timeline of events, and issues of lack of set up with our phased approach training policy, and accounting policy, along with the contract information. Provided the customer opportunity to stay open and re-start training but that he would need a dedicated resource at his practice to complete the required set up for the account.

  
  Unfortunately we did not get the necessary collaboration from your practice to complete implementation. After reviewing your account in detail this it shows the following summary of events we took multiple steps to help you with implementation and followed our terms of service *********************************************************************

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22960118
  
  I am rejecting this response because your information is inaccurate. Your team was unable to collect a single dollar or any claims submitted for reimbursement. I was not willing to do additional work when I hired their company to do billing but their idea was to have me do their work. 

  
  10/7 Phase 2 session incomplete. Implementation reviewed errors in interface messages due to the customer set up not being completed, and payers had not been added into CollaborateMD by the customer. Customer was not willing to add payers or do the required set up, or payer agreement set up to move forward with Implementation.

  I did tell your team I was cancelling within 30 days as your team took weeks to get steps done for set-up which was not disclosed. Also, customer service was nonexistent and using only calendly without a functional phone number was not conducive to real time problem solving.

  As set up was not even able to be completed, I do request the company refund me money paid as they were unable to bill and collect any money from any payor I had enrolled in. The inability for your software to integrate to my EMR costs me thousands of dollars for professional services and I will be happy to pursue legal option to recoup those losses.
  

  As such, trying to charge me for a year after failure to bill for my business services is unprofessional and unethical at best.

  Business Response

  Date: 03/13/2025

  Hi Dr. **************** I outlined in the previous response, there were steps we needed your practice to complete to collect the funds that were not complete. I do not agree that we delayed the timeline. The initial implementation training was scheduled for 9/17, one week after signature, but your practice asked that to be pushed back to 9/20. The Phase 2 second call was scheduled 6 days after the completion of Phase 1, but it was pushed back until 10/7 by your practice.

  For the system to work as designed it does take user engagement. If you have documentation that shows we stated we would let you out of the contract early or the system would work without your intervention please share so that I can reconsider our position.