ComplaintsforEClinicalWorks, LLC

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was searching for Electronic health records to use for a Medical practice I was going to start. I was unable to have any information provided in regards to answer specific question bout the software and specific features which sets e clinical apart from other EHRs. Unfortunately before one informative session which took weeks to set up, I was forced into signing a long contract which I was told at the tie did was a formality to initiate the informative session. It was infect a contract of initiation with a early termination fee. I did not receive any services from E clinical (no log in no access to EHR remotes, No website or advertising nor was I able to Log any patient records or transfer patient records into their system)they want 5000 dollar termination fee for a service that I never received and in the Email chain the director even CONFIRMs that I did not receive any services I have multiple colleagues that this happened to and they just paid it I am a new doctor trying to build a practice and looking for EHR and I feel they capitalize on young doctors. I don't have just thousands of dollars to give to company's that are exploiting me! This is extortion from a big business!!

  Business response

  05/17/2024

  After the kick-off call, the implementation was initiated. As the practice became unresponsive, we initiated cancellation along with a settlement agreement which was given to the practice and the contractual obligation was explained. 

  Customer response

  06/11/2024

   
  Complaint: 21682415
  
  I am rejecting this response because:

   

  eclinical EMR says I received services that were never provided and that I am responsible for the fees that incurred during this process. For eight months, I tried repeatedly to receive software and login credentials to be able to use the system that they promised me I was able to own. I have yet to receive any sort of login, credentials, or training and never once was able to use their system.
  

  They want to charge me implementation fees, but I was never implemented to begin documenting with their system.
  

   

  They also want to charge me transfer fees which there was no data entered as I did not have a login. 

   

  there were zero communications and I feel that it is unnecessary to give them any form of payment.

   

   

  In fact, it is over the one year cancellation at this time and they have the option of being able to not charge.

   

  They purposefully canceled prior to the 12 month notification Without my approval.
  
  Sincerely,
  
  *************************************

  Customer response

  06/16/2024

   
  Complaint: 21682415
  
  I am rejecting this response because:

   

  Eclinical broke the contract and did not provide contracted obligations.

  I have firmly requested to use the charting system for now over a year.  I have told them I do not need any other services accept for a l0og in upfront.  I would have only used it for documentation puurposes on a concierge medicine business that does not require swebsite or billing.  My clients pay me directly and everything they have offered was not needed not reciveved however they are still requesting payment for services that were not preformed.  

  The contract also states :

  I would receive log in credentials for access for eclinbical and charting/ documenting on patients, I did not

  I would receive internet access for billing, I did not

  I would receive access for internet, I did not

  I would receive a website, I did not

  I would receive login, I did not

  I would receive advertising on multiple platforms;  I did not

  If I received services I would understand payment of some form, in fact this is what the contract states these payments are for recooperated costs of those services. HOWEVER they broke the contract MAKING IT NULL AND VOID by not offering me the one SERVICE that I requested which was TO USE THEIR SYSTEM FOR CHARTING!!!

   

   

  to spare the courts time as this is rock solid case on my end, I move to have e clinical not contact nor threaten me any longer with collections.  If i do end up going to collections I will sue.

   

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have asked ********* works to cancel my physician account for over 3 months. They are still invoicing me after I went through all the steps that needed to be made in order to cancel.They are engaging in predatorial practices and breeching contract.

  Business response

  05/21/2024

  Our team is actively trying to get in touch with the practice to deal with this issue.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  What the business committed to provide was not delivered and they expect to be paid for services not rendered.

  Customer response

  03/27/2024

  The contract was signed 9/29/23 and I communicated that I wanted to end the contract on October 3 2024.  I have requested to speak to someone representing ECW on multiple occasions.  The collections specialist refuses this request and offered a 20% discount. 
  Prior to signing the contract with ECW I spent time training on another platform called Athena.  The sales representative was honest and told me that the onboarding would take 8-12 weeks.  I asked about the on boarding timeline with the ECW sales representative prior to signing the contract and even stated to him that, that was the reason I decided not to go with Athena.  I would have never signed the contract had they been honest about the on boarding timeline.

  Business response

  04/01/2024

  We are are trying to reach the practice to discuss their concerns further.  We do see services were performed to start the implementation but the customer decided to terminate their contract early as they had no payors credentialed to allow for an implementation according to their requested timeline.

  Customer response

  04/05/2024

   
  Complaint: 21493162
  
  I am rejecting this response because:

  I have not been contacted other than by a ECW collections representative.  My requests to speak with someone to find a fair resolution have been denied.
  
  Sincerely,
  
  *****************************

  Business response

  04/12/2024

  We have reached out to the practice to discuss the matter and resolve it fairly, however, we haven't heard back from them. Our team is still trying to get in touch with the practice through calls and emails to resolve this matter smoothly. 

  Customer response

  04/15/2024

   
  Complaint: 21493162
  
  I am rejecting this response because:
  The initial go live date I received was Nov 20th on the first on-boarding call.  I expressed my surprise and concern due to the expected timeline of 4 weeks.  The contract was signed in Sept.  Then the date was pushed back due to trainer un-availabilty during the week of Thanksgiving.  Then it was discussed to need to be pushed back even further due to credentialing.  I believe that ECW was dishonest about what could be delivered.  I would not have signed the contract to begin with if I was told that I would not have access to the platform until November or beyond.  In fact I declined contracting with my first choice vendor due to timeline after the sales rep was honest about the on boarding process. 

  I was offered a discount and a non disclosure agreement to settle the amount by ECW.  I canceled the contract immediately when it became clear to me that the discussed timeline would not be delivered.  I am unclear how the cost of $2000 worth of on-boarding occurred in this amount of time, from Sept 21 to Oct 3rd.  I have emails to support this timeline and have shared them with ECW. I deeply regret this interaction ever took place.  I was, and have been very clear about my business needs prior to and immediately after contracting with ECW.
  Sincerely,
  
  *****************************

  Business response

  05/08/2024

  We have come to a solution after getting in touch with the practice regarding the outstanding balance and they are satisfied with our resolution.

  Customer response

  05/10/2024

   
  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

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my practice *********************** dba *************************** dba beaches laser spine was sold December 2023 to Jax Spine and paid 10k for Eclinical Works ehr transfer. We have been trying to cancel since and billed monthly.Even our support manager ***** logged into my system and was unable to cancel my account as my platform did not have a link it was supposed to have to file cancellation online. Despite multiple calls ECW continues to bill ongoing.I am seeking refund of amounts paid to March 2023 and deactivation/cease billing.

  Business response

  01/23/2024

  
  The practice created a case in late July to request cancellation of their account.  We have been working with the practice since then on their request.  We will be proceeding with removing services and using August 31st as a cancellation date.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are using eCW as our billing software for our company. A couple of years ago we linked our fax to the software (meaning that all faxes sent by anybody to one of our fax numbers get directly inside our software). This has never worked well, the faxes come with long numbers and it is impossible to know where the fax has been generated. The process is very time-consuming, since we have to follow multiple steps in order to assign each of this fax to the patient EMR. We have thousands of faxes accumulated. Almost a month ago we requested eCW to remove the fax from the software and go back to regular (faxes will come to our fax machine in paper). We have talked to multiple employees and they keep referring to "their supervisor". This is usually the case with eCW, they hire employees from a different country with no knowledge on how to fix problems. We have been asked to "authorize" the removal more than TEN times, and they keep asking the same question. This has generated a big financial loss for our company since all the patient's demographics gets stuck in the system and we have not been able to file the appropriate claims with insurance. Can BBB help us?Best regards, *********************, MD ******************************* Medical Director

  Business response

  01/25/2024

  Our team has been working on cancelling the practice's digital fax, we have received necessary paperwork from the practice and processed the cancellation and port out request from our end. 
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In April of 2023, I was starting a weight loss clinic and was seeking an electronic health record company. eClinicalWorks was the 2nd company that I had spoken to. The sales representative was informative but very persistent that I sign a contract without researching the market. I called the sales representative back 3 days later and told her i had chamy mind and wanted to do more market research. She said I didn't need another company because they [eClinicalWorks] were the best EHR out here. And reluctanly, I believed her. I had an expected "go live" date set for July 10th.I explained that I was the only one in my business right now, and that I had limited availability. They said they would work with me. However, every week I was getting a phone call from a representative with a strong accent requesting that I be available at least an hour or so for various reasons. This continued until June when I asked if I could cancel because I could not take a time off my current job every week for calls lasting an hour or longer. I was initially told by my project manager that it shouldn't be a problem to cancel because I hadn't gone live yet. But I was later informed that I would be charged $1000 because I was canceling early. I did not receive ANY services from eClinicalWorks; only phone conversations. I tried to resolve the problem with them, and they sent an invoice to a collection agency. I explained that I did not have the availability to speak to someone every week to complete the onboarding process. But they said I signed the contract and the $1000 was legally theirs. I believe this is unfair because I was absolutely nieve and trusted what the sales representative was telling me about eClinicalWorks. However, she did not say I would be on the phone with numerous people that I could not understand. Because of my limited availability and inability to understand the company's representatives, I feel I was taken advantage of and should not have been charged.

  Business response

  12/15/2023

  eClinicalWorks processed the customers cancellation upon their request due to the practice's own availability concerns.  Due to work being performed by eClinicalWorks and contractual terms we processed a termination fee accordingly. We would be happy to have discussions with the customer to move forward with the implementation but if they are not interested in doing so, we understand.

  Customer response

  12/15/2023

  Complaint: 20964938

  
  

  I am rejecting this response because: the contract was forced and no work was ever produced. The sales pitch was conducted in a pressing manner. eClinicalWorks' onboarding process was not realistic for a single provider clinic, in the start-up phase. No work could be conducted, on their behalf, due to my work schedule. I expressed immediately that this service would not be a good fit for me and my concerns were ignored, repeatedly.

  
  

  Attached are texts request8ng for cancelation 3 days after signing the contract. All contracts come with a rescinding period. This is not morally correct. eClinicalWorks is a million-dollar software company, demanding monies from a business, with negative cash flow, an inability to pay for services not rendered or received, and a profit loss. 

  
  

  The expectation is for eClinicalWorks to resolve this situation internally. Also, to stop contacting my company for payment, based on a contract that was signed, as a result of, pressing sales tactics and misleading information. If not, this could potentially harm my business credit, causing an further inability to secure funding or services from other vendors.

  
  

  Sincerely,

  
  

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

  EBK ********** Services, PLLC 
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We got in a contract with eClinical Works to implement the solution. I was told by the salesperson that eClinical Works will not charge a single penny  until the first month after implementation is complete. We got on the first implementation call and we went over the contract. We did not agree to the charges; hence we told the same to the contract manager. We told her to cancel the contract as we did not agree to 11 cents per message fee and per work dictation charges using Dragon.Overall, it was a bait and switch where not all charges were told initially and were told about the additional fees on the first call. We disagreed and asked to cancel the contract.After that, we started getting emails and calls that we had $3400 due. We did not understand why we are being charged after the first call when we were told to cancel then and there. We told to hold off same time and we are still being asked to pay. After July 2023, we did not get calls and we were assured no more calls or email but today on Nov 13th 2023 we again got a call. We need eClinical Works to stop bothering us we did not use your services for a single day. You have fraudulent practices for signing up new client, tell them about your exorbitant fees later and ask people to pay for implementation even when nothing has been used.You need to stop doing this. I have attached one od the last emails we got. Again I explained this to you over phone and seems like every 2-3 months you forget about it and start all over again.

  Business response

  11/22/2023

  eClinicalWorks worked with the practice on their concerns during implementation, all pricing concerns were already included in the signed contract.  The practice wanted to utilize their own credit card machine and requested that eClinicalWorks integrate with their vendor. eClinicalWorks informed the practice that eClinicalWorks does not provide any hardware, we provide the software and we have integrated vendors we work with already.  We offered to schedule a call with a ****** ******* Services specialist to discuss further options, however, the practice declined the offer. The practice also requested for no additional charge to add speech-to-text which was not included in their contract and our team noted that mobile speech recognition was already included in their contract.  The practice ultimately decided to cancel the contract early.  We processed their request for termination accordingly.
  
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  eCW (eclinicalworks) has over charged ************************* for 3 months. They refuse to adjust their error. I have spoken with several people at eCW and they tell me that they will look into it and then never call me back to resolve this issue. I attempt to call them back and leave messages concerning the over charge amounts and no return phone calls. We have changed EHR vendors and they are charging us fees to retrieve our data which we paid and then the hard drive was not able to be opened without paying another fee. They continue to tack on fees increasing our bill when we have paid them in full and refuse to refund their error of charging us for 2.5 providers instead of 2 providers and adjusting the bill to reflect that there is no longer any money owed by *************************. We have paid 4303.02 and have received erroneous charges 1216.43 that eCW refuses to eradicate off of our bill.

  Business response

  09/05/2023

  Regarding the cancellation and data extraction that is mentioned, the client was sent a one-time unencrypted database backup with scanned document via an encrypted hard drive on 2/24/2023.  The clients effective cancellation date was 4/30/2023 based on their request.  At the end of April/beginning of May, client requested another extraction, a Focus Data  Set extraction, as they wanted a human readable format,  which carried an additional cost.  The client agreed to this price via a signed work order.  After working with the client to ensure that their encounters were locked, the data was sent to the customer on 8/28/2023.  There have been no additional charges regarding the data export.
  
  We believe the $1,216.43 that is mentioned represents the reduction that the practice feels should have occurred from 2.5 FTE to 2 FTE for their last several months with eClinicalWorks.  However, the last adjustment request was made in November 2022 to move from 3 FTE to 2.5 FTE.  We have no other requests or cases on file to reduce it further from 2.5 FTE to 2 FTE.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a solo practice using EHR offered by eclinical Works(ECW). I quit practicing solo on June 30, 2022, and joined hospital practice. Therefore, I only needed EHR to access patient records and follow up with some payments after June 30, 2022. I wanted to reduce the unnecessary functionality to reduce the fee, but it took several months to achieve it. I had been paying my full subscription for an additional 5-6 months until the end of 2022 when they reduced my monthly subscription fee by $50. In the process, they kept sending me additional services and kept charging different unnecessary fees, so my invoices were created with fees for services I did not need. Starting from the early part of 2023, I was trying to see if I can cancel the subscription and transfer the patient data, but I did not get clear instructions of what were my options. At the later part of February, I had numerous communications with my project manager; she kept delaying the process with many verbal promises leading me to believe there were some options she could offer me to save money. At the end of February, she told me she can send a cancellation ticket for me, but a week later, she said she could not and asked me to call customer services to do it. I called customer services, and was told that my project manager should be able to do it for me. On March 27, the collecting agent witnessed the process and initiated a ticket to cancel my subscription. She put a cancellation date of February 28 with an email stating "... Please respond that the cancellation date is 2/28/23 as I have marked the case with that date due to the several months attempting to cancel the account." I was supposed to receive an email from a project manager within 24 hours after my cancellation ticket was created to initiate the next step, but I did not hear from anyone until April 7. I was asked to sign the termination letter on April 12… I signed the letter on April 21, and sent the signed termination letter the next Monday on April 24 via email. I then received an email stating the cancellation date could not be 2/28 and had to be 3/31. I have paid off all my balance for the termination date of 2/28/2023. Now, they wanted me to pay one more month of subscription. I called customer services for escalation on April 27, and received an email on April 28 for me to send her the emails between me and the ECW personnel. I sent the emails to her the same day, but never heard back from her again… I called again on May 15, was told someone will reach me ASAP, but I am still waiting two days later now. I am extremely displeased with how ECW has handled this situation. Their unprofessionalism, changing the termination date made by themselves, lacking of integrity and poor customer service have made them very difficult to deal with. In short, ECW is causing me to sink unnecessary money into their company. My attempts at terminating my subscription have been frustrating and fruitless.

  Business response

  05/25/2023

   We have come to an agreement with the customer to honor the cancellation date of 2/28.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After termination of services, the company has fraudulently inflated the final bill. I had a contract that was charging our company on a per-use basis. There is a discrepancy in the total uses in the last month on contract. They have failed to provide adequate information as to where they are pulling their inflated total count numbers from. We have only used 30 claims/encounters in our final month. They initially cited a number 4-5x higher than this. After much back and forth, they rectified their error partially. Yet, there remains a discrepancy of 13 uses. They are sending intimidating emails about referral to collection agencies without responding to the substance of the issue: providing clear documentation of the extra uses.

  Business response

  05/16/2023

  We have been in touch with the client and have reached a final agreement on payment. 

  Customer response

  05/22/2023

   
  Complaint: ********
  
  I am rejecting this response because: I do not agree with the charges they levied. I paid the sum to prevent my account being sent to collections and damaging my business's credit, however, I do NOT agree with the charges levied as they appear baseless/made up and/or retaliatory. 
  
  Sincerely,
  
  ******* *****

*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. ↩