ComplaintsforEClinicalWorks, LLC

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for eclinical works in 2020. I closed the *** in March 2022. I attempted to cancel in March, May, June, July (through calls, emails, and the portal), and in August 2022 i was told they needed a hand written letter. I provided this mean while I continued to be billed for a product i was not using. The company has not seen patients since january 2022. There is no money remaining and i received a bill for > ***** dollars. The project manager working on my closing failed to privode me with adequate instructions on obtaining my patient data (or useful links). I received a notice there was only 15 days to download the data while i was out of town for 9 days. I was unable to migrate this data and expressed to the company that a project manager for closign should provide an adequate time line to obtain the information. I was unable to migrate the data and no longer have access to store these records. I attempted to email and then call on the invoice in the past week without return calls. I have received calls for patient safety notifications which i answer thinking it will be someone to discuss any of this. Today i attempted again as i have been charged a $25 insufficient funds for the closed account for > ***** withdrawl. No return calls. I have emailed again this day to attempt to resolve this issue. I do not have a contract stating they can charge the *** ***** dollars for canceling. I did not sign it on termination of services either.

  Business response

  09/07/2022

  We reached out to the client and spoke to her on the phone. We discussed the issues she has raised. For the patient data, we clarified the data options she had selected in her contract and we scheduled an engineer who will assist her in downloading that data. She was also unaware of the termination fee, but when we went over the contact again and she agreed to make payments on a payment plan that we will be sending over to her.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our small practice has been using eClinicalWorks since 2020 and there has been non-stop headaches with this software. First, we were told we can migrate our digital fax line into ecw, I called my current fax provider and got the authorization to port the line over but ecw said that since my line is 'rural' cannot be able to port over. I have to use two fax lines; one to fax referrals and medication and another to get patient records. Second, ANYTIME there is a software update there is at least 2-3 weeks of submitting tickets and having technical support to fix various bugs. eCW does not check the updates before pushing them out.... this cause our staff to submit each and every bug or issue to be resolved- one at a time! Our practice has lost revenue and time each time there is an update. Example of issues we have had in the past: cannot send medication via eprescribe, confirmation of medication status says no medications sent (have to call the pharmacy each time we send out the meds to confirm receipt), cannot reassign or modify telephone encounters, not able to save or edit custom rx, labs missing for weeks and/or the lab connectivity was lost, security settings randomly resetting or changing, provider cannot access charts, missing icons or paths, missing or incorrect data in patient charts, and the list goes on- our practice has submitted over 150 tickets since 2020. Since eCW does not check the update before release, it is left up to the customer to report the bugs and have them fixed... meaning for the practice to have staff and provider take hours out of their time to work with tech support and replicate the issue so they can fix it. No updates we have had had gone smoothly.The last straw was this last update at the end of April 2022, the bug to fix eprescribe could not be fixed for a week and the missing labs wasn't fixed for 2 weeks. We have to call and have the labs fax for each patient. Tried to cancel but they still try to charge the termination fees

  Business response

  06/10/2022

  We have reviewed the feedback from the customer and have worked with them to address the scenarios reported in the past. We are actively working with the customer to resolve any additional concerns.

  Customer response

  06/13/2022

   
  Complaint: 17312850
  
  I am rejecting this response because: response from account manager is that the issues/bugs/problems were addressed in a timely manner. The issue at hand is that each and every update we have received impacted revenue, hours and weeks spent with vendor IT and support, and biggest of all: Patient Safety.

  When our clinic is unable to properly send prescriptions to pharmacies, the patients health and safety are jeopardized.

  When our clinic cannot process encounters, there is a loss of communication to staff and outside health specialties. Patients health and safety are jeopardized.

  When our provider cannot access features within the software due to updates changing security settings, Patients health and safety are jeopardized.

  Eclinicalworks FAILED in providing a safe and efficient software. These problems have been raised since last year but have not been answered or resolved and continue to happen even though our clinic have had to 'clean up' and address each and every bug with submitting a 'case'. That is your only resolution is to submit cases.
  
  Sincerely,
  
  *********************

  Business response

  06/20/2022

  
  eClinicalWorks provided the practice with a proposal for the termination fees, which the practice denied. Our team is currently reviewing this case further and we will update the customer accordingly. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a physician, signed a contract with ECW for using EHR (Electronic Health Records), and pay $4.49 per patient. I changed my plan effective on 7/13/2021 to a monthly charge of $599. I rejected any other ancillary services such as Healow. My signed contract shows I rejected monthly charges of $49. ECW without my consent and without informing me started Healow unilaterally and want to charge me $49 extra. I never signed any agreement for the Healow service and I never asked for the service. They ask you to sign for a service and then charge you for services that are not in your package and you never agreed to. I have sent them multiple times emails with my contract but every week, I get an email or phone calls that affect my practice and my patients' care. Most of the phone calls are in a harassing fashion. This is an ethically and morally wrong act. This is more such a scam than a business. Even this company scammed me to sign the contract initially in 2021 by telling me they have templates and forms required by law in California. When I start the service I found there are no templates and forms. They tried to make some forms but they are awful. I finally informed them that I am leaving their software to other software. So they are trying to charge me as much as possible. They ask me to pay them $3000 to $8000 to give me my patients' data. I would never start using this company for EHR if they didn't provide me with false information. I paid them 3 times higher than average EHR fees and they still try to charge as much they can before I leave.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/04/22) */ We are actively working to resolve the client's concerns. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They just removed the extra charges $49 from my invoices. They still want to charge me for extracting the data. They told me they give me 20% discount from $3000 = $2400. There is a problem with communication with the staff and understanding. I was tricked to sign the contract with ECW at the beginning. The marketing person Ms. Ernest assured me that they have all templates and forms for my workers compensation practice and ECW has many providers in California who doing workers comp practice as PCP. When I started the software I found I was mislead. I informed the team and I was told they will generate the templates and forms but they couldn't do it correctly. So, it is the ECW responsibility to give me my data without any charges. If I left the ECW was due to not working the system. My departure was not voluntarily. I was miss informed and I have been trapped in ECW for a year. I already lost a lot of clients and trust due to ECW's forms and templates. I am asking ECW to provide me with my data ASAP with no charges. Business Response /* (4000, 9, 2022/05/03) */ We have provided the requested data and addressed the practice's concerns.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have Eclinical works as our EMR for the past 11.5 years. About a week and a half ago they did an upgrade that has disrupted our whole office. We have notified the company several times and as of yet have not been able to resolve the issues permanently. One of the main issues we are facing is being able to prescribe medication. It gives us errors when we try and failed attempts. This is not only a liability but also has caused delay in patient's health care and additionally patients leaving our practice. We need many other technical issues fixed but the prescription is the priority since we can not help patients. It is detrimental to our office to have a working EMR. We hope that by reaching out to the BBB they can help resolve this issue in a timely manner.

  Business response

  04/22/2022

  Business Response /* (1000, 5, 2022/04/04) */ We've reviewed these concerns and spoke with the provider and other users at the practice. After a recent upgrade, the practice experienced a scenario on a few occasions where e-prescriptions stopped working. Our team worked with the client and assisted them each time they reported this issue. We received confirmation from the server hosting vendor used by the practice that they identified the issue was due to an automated maintenance script that was not working as expected. Once corrected, the problem was resolved and has not reoccurred. We have also received confirmation from the provider that the problem has been resolved. Our support team was able to assist on all current requests and we will continue to work with the provider for any further assistance needed.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My 20 physician practice attempted to transition to eClinical Works in May of 2021. It was a complete dumpster fire - trainers who had no clue about the program, errors and crashes occurring daily, false claims about "95% first pass clean claims" - when we had to basically program the EHR system ourselves internally; incorrect assignment of rendering v billing provider, crashes every time there's an update or when Google Chrome updates itself, over 100 tickets opened, most of which were either closed or have had no resolution after over 6 months, inability to bill Medicare correctly or bill complex orthopedic cases as sold to us, no communication between members of the IT support team, and nickel-and-diming at every turn. The roll-out nearly crippled our practice, and we are now over 6 months behind on billing collections. IT support is incompetent and unreachable, with no accountability. eCW sold us snake oil, and it's traumatizing to use their software. From a user perspective, the mobile app just doesn't work, and crashes daily, despite attempts to update. It takes 10 steps to order a med and 6 steps to lock a note or close an encounter for a surgical procedure. eCW doesn't respond to any criticism or cries for help. Run far away from this EHR!

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/02/17) */ eClinicalWorks offered the practice additional onsite training in August 2021, which included three days for EHR and two days for billing training. Recently, we offered the practice 1.5 hours of complimentary claims training for which we did not receive any response. Regarding the rendering provider issue, some of the providers had not done the configuration as a result their billing team had to change the rendering provider under every claim of those providers. Case XXXXXXX was created, and we educated them on the correct workflow. We have raised a ticket for the provider's concerns regarding the mobile app and we are waiting for the provider's availability. Consumer Response /* (3000, 10, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. We were never offered 1.5 hours of additional training. Additionally, 1.5 hours is certainly not enough reasonable time to fix problems with the program, which was not configured correctly to begin with. 2. The rendering provider issue: our own IT employee had to solve the problem himself, by configuring each provider manually, which is something that eCW should have configured during onboarding. 3. I have to-date had 6 telephone calls about the mobile issue and other billing issues, with no resolution, and no suggestions on how to fix the problem aside from "uninstall, reinstall, and update app." The techs call at odd hours without warning, and if the call is missed, you get a nastygram and they threaten to close the ticket. Unacceptable care with no handoff between the techs. We had to hire our own IT guy to solve the problems ourselves! Business Response /* (4000, 13, 2022/02/25) */ Our internal teams have documentation on all correspondence with this account, including where we approved their complimentary additional training, however, we have not received any confirmation from their side to proceed. Per the rendering provider issue, our team educated the practice on how to configure during implementation training and they confirmed that they were aware of the configuration steps and completed it after a conversation with our technical team. The mobile issue is actively being worked on and the practice will be kept updated until it is resolved. We are monitoring all open issues submitted by this practice and expediting them with our technical team to make sure they are prioritized. Consumer Response /* (3000, 15, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our internal teams have documentation asking about this 1.5 hours of promised consulting, with no response by eCW, and a denial of this promise. Additionally, 1.5hours of free advice is not close to enough required time to sort out the damage your platform has caused our practice. Our IT personnel (who we had to hire to fix your messes) fixed the rendering provider issue, NOT your team, and the remaining tickets have been in place for over a month now with zero movement. We have had to hire an outside consulting firm that specializes in fixing the messes caused by onboarding eCW and the inferior service their support team supplies. This will cost us approximately $12K USD. We will be invoicing eCW for this. It is quite telling that a consulting firm actually exists specifically to fix issues with eCW, making it pretty clear that eCW can't solve their end-users' problems internally, and that there are significant numbers of users with major issues. The endgame result is that our collections are over 6 months behind and the practice is suffering financially, thanks to the terrible service of eCW. Business Response /* (4000, 17, 2022/03/08) */ We are actively working with the customer and the appropriate internal departments to resolve their concerns. Consumer Response /* (3000, 19, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not very descriptive. How, specifically, are you doing this? As of now, I've had over 20 calls for specific tickets with no resolution. Nobody got back to me regarding our discussion of ECW paying for the consulting we now have to purchase. Shame on you, eCW.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  All the electronic prescriptions which are sent say they are sent successfully but are in fact not sent at all. This has caused my patients to not get their medications and have issues with withdrawal. Eclinical sends me emails stating the issue has been resolved but they never call me nor do they call me back ever.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/01/28) */ We are in communication with the practice regarding their concerns and we are actively working to help resolve them. Consumer Response /* (3000, 7, 2022/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They call the office when I am not there. When I do talk to someone they do Absolutely nothing. They say they will call back and never do. Not one issue has been resolved Business Response /* (4000, 10, 2022/02/16) */ We are actively working with Dr. D******* on her concerns and resolutions to those concerns. Consumer Response /* (3000, 12, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still have not bothered called me to fix the problem It is getting worse. They have called 1 time when I wasn't even there. So they call without even scheduling anything as if I was at their whim. Meanwhile my patients suffer nonstop as. The prescriptions say they are sent successfully Al when in fact they are not. There has been Zero communication on their part. Business Response /* (4000, 14, 2022/02/24) */ We connected with Dr. D******* and we are working to address her concerns with the appropriate internal department. We will be updating the practice throughout our investigation.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  We had constant problems with eClinical Works and were lied to by this company multiple times. We cancelled our contract due to the following reasons: 1. They wanted us to take a full week from our medical practice to complete training which was impossible. 2. They told us that eClinical Works could run on Apple computers and it was not compatible at all nor could the company's tech support help two of our staff members resolve this issue. 3. We were told by our salesperson prior to agreeing to the contract that patients could upload documents into the patient portal themselves. This was also a lie. 4. We were told that there was an App for the phone to allow us to see our schedules when not in the office. While there was an App, it was not possible to get set up properly and their tech team could also not resolve this problem. 5. We tried to speak multiple times to the salesperson about our issues but could never get a call back. 6. We were never told of a $3000 cancellation fee when we mentioned that we wanted to cancel. In fact, we were only able to do this via email since no one would return our calls. Please also be aware that this company has been sued for unethical actions. *********************************************************************************************************************** ************************************************************************************************************************************

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/11/23) */ The practice did not complete their training and decided to cancel within a month of their go live date even though eClinicalWorks offered additional assistance. During the implementation process, the training hours were scheduled in five different days in two-hour blocks to ensure that the practice would not have to take a full week off from their medical practice for training. The practice could not install exe on a Mac; however, they could use a browser instead. The cancellation fee is verbally mentioned and highlighted on each contract. The practice opened ten cases, eight of which were closed within 24 hours, however there was not a case opened regarding mobile. Consumer Response /* (3000, 7, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know very few doctors who can take 2 hours on 5 days within a short period of time for any training. The amount of training required was not at all possible for our practice which points to it being a problem for many other practices as well. Additionally, we were lied to multiple times about what the software could do. Those calls to our sales person were not returned. Yes, the contract was clear but eClinicalWorks lied on what could be done. That is why we are asking for a return of the cancellation fee. Business Response /* (4000, 13, 2021/12/14) */ We are in contact with the practice to discuss their concerns. Consumer Response /* (3000, 17, 2021/12/22) */ eClinical Works has NOT contacted us to address our concerns. As in every other communication we have had with this company they promise things but do not follow up.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I joined my company in 08/2021 after the previous Practice Manager left the organization in the middle of training/implementation of the ECW EHR. Our ECW contract was signed in April of 21' and our go live was set for July of 21'. I had every intention or using and learning ECW for our practice, but upon starting our patient process and picking up the pieces left behind from the other manager, I found that the software did not meet our standards. There was some training performed with 1 provider in our office for a few hours as well as the practice manager, but I simply had none at all. Our provider never even learned how to create a patient note. Several trainers contacted me (who are extremely hard to understand and call me towards the end of our business day) regarding the training schedule but I had no idea where to start. I attempted to understand who was training our staff and was extremely surprised that it involved SEVERAL trainers, which seemed strange that we were required to have so many trainers involved in one EHR. After reviewing how many hours (and months) it would take for us to be trained on ECW by their training schedule, we decided to cancel our contract so we could spend the time learning something more simple that benefited our business. And at this point it would be a detriment to our business to continue since we were seeing patients. After we canceled our contract, we were told we would owe $3000 ($100 per provider) for the remainder of the 30 months on our contract (we "completed" 6). I sent many emails to our project coordinator, and was completely ignored several times when I asked for help understanding the charges more in depth- specifically since this cost was associated with training costs and implementation. We never completed weeks of training, meaning we are being charged for something we never received. Now the only communication I receive is from their AR department on my bill and how we would like to pay.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/10) */ eClinicalWorks completed the installation of the system, project management services and four days of training, which occurred prior to August 2021. The reimbursement of services clause per the contract allows for reimbursement of eClinicalWorks' costs if the customer terminates the agreement prior to the end of the initial term, which has occurred in this case. The startup costs incurred by eClinicalWorks were not paid for by the practice and eClinicalWorks is recouping the fees based on the early termination by the practice. Consumer Response /* (3000, 7, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this response for several reasons. 1) Project management and four days of training was never completed. Our contract states that we were to have 5 days worth of training, but we have record of timelines over a 1 month period, documenting that training was never completed. We also have documentation that total hours of training was approximately 18 hours. Why did we need this much training for one EHR? From multiple people? 2) We asked several times for the project manager to break down project service fees (ie installation, implementation, project management and training), which we would pay for due to canceling our contract but we were completely ignored. 3) We acknowledge that the cancellation fee as stated in the contract amounts to $100 per provider per month, to which we will pay $400 for the time spent using the software. Mind you, we never had a patient on the schedule to even use the software on. As previously mentioned, it did not meet our needs. 4) The entire process was dysfunctional, we interacted with so many people during this process (10+) that it was almost impossible to know who was handling our training, and why. When I attempted to speak to our project manager about concerns, it was almost always after hours when we were not in our center. This has been a very frustrating experience, and I have never worked with worse customer service in my entire life. How can you use a software to help patients when the entire start-up process is broken? How can you even improve to quality of healthcare in your own practice if you can barely understand the person training you? I really wanted to like ECW and be able to use the software, but it was impossible. I want ECW to stop harassing us and sending subtle threats from their AR department. Please severe ties and release us from our contract so that we can move on peacefully. Business Response /* (4000, 10, 2021/11/24) */ We are working with the customer on this and the contractual terms in place. eClinicalWorks provided services to the customer and the customer has terminated their contract. The contract in place between the two parties provides for this scenario which is what eClinicalWorks is following.

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