ComplaintsforRXNT

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***** **** ******* **** signed on with RXNT for an annual comminutment and use of their EMR. After 3 months of reaching out to RXNT, ******, we continued to have a nonfunctional EMR. We pleaded with them to help us and despite numerous attempts there was no assistance. Our patients suffered due to the lack of operational EMR.

  Business response

  08/13/2024

  While we are sympathetic to Customer’s experience and perspective, RXNT works very hard to ensure that Customer concerns are addressed promptly and effectively. We value and respect all of our customers, and place exceptional patient care at the forefront of our mission.
  
  Our team members spent significant time, effort, and resources serving the Customer and their practice. RXNT does its best to set up, onboard, and train customers as quickly and successfully as possible; however, the process requires cooperation, communication, and attendance from all parties. Both the Customer and their Biller were advised of the onboarding timeline during setup, and recurring meetings were scheduled throughout the onboarding period. The Onboarding Coach asked several times if the Customer would like to attend these meetings, but the Customer refused and maintained that responsibility remained with their Biller. Nevertheless, the Customer was issued a credit to accommodate any perceived delays in onboarding and confusion about data migration.

  RXNT is more than happy to ensure that adequate resources are available, and this matter was tended to by Sales Reps, Customer Support Reps, two Managers, an Onboarding Coach, a Director, and Legal Counsel. Unfortunately, the Customer was unwilling to move forward with their contract or cooperate further.

  Despite our good faith time and effort, the customer disputed the annual subscription charge of $9,825.20 via their credit card company on August 8th, 2024, which was approved. As such, no further action is required at this time.

  Thank you,
  RXNT

  Customer response

  08/13/2024

  
  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 based on my bank denying the annual charge for a service that was never provided. Thank you for your time with this matter. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  02/21/24 cyber attack on ****** ********** back up and running for almost a month and still no ERA from ******** I have been calling for many weeks and still this issue is not resolved. We have had to hire extra man power work extra hours to try and keep up. I hear we will call you we are working on it etc. and still no resolution. I am tired of paying 2200.00 a month for non functional software i want this resolved once and for and all. Antonio the supervisor no help. Karen ***** not much help either. I have called ******** on my own to find out that all our ERA still going to ***** when they should be coming thru ***** ******* I want to speak to someone else higher up and not ANNETTE OR ANTONIO maybe an owner or CEO of company I think they need to know how dysfunctional things are and not getting resolved

  Business response

  06/14/2024

  Hi ********,
  
  We're very sorry to hear about your experiences with our software and various Support team members resulting from the ****** ********** cyberattack. We can assure you that our support staff works hard to ensure that issues are addressed promptly and effectively, and we are 100% committed to resolving customer issues. RXNT understands that the ****** ********** outage has been disruptive for our customers and the industry as a whole, and from the beginning, we have worked closely with ****** ********** to resolve the ongoing disruptions to our functionality. In response to their timeline for resolution, RXNT made the decision to migrate to ***** ******** clearinghouse and is currently working with ****** ********** to complete that migration. Due to the disruptive nature of the clearinghouse outage, RXNT is offering credits to our valued customers and our records indicate that a credit of $960.00 was applied to your account in April 2024. For more information about how RXNT has addressed the outage, see here: ****************. One of our team members will reach out directly to give you an update on ERAs for ********, as it is our top priority to ensure those are being routed correctly. Please reach out to **********@rxnt.com should you have any further comments on the Disputed Amount, Desired Settlement, or issued credits.
  
  Thank you,
  RXNT

  Customer response

  06/18/2024

  
  Complaint: 21832434
  
  I am rejecting this response because:I have had to do all the leg work and tell them what is wrong how is that helping a customer ?? I had to call your company to tell you how to resolve the problems with ******** and also let you k ow the era has stopped again if anyone was keeping an eye on this then it wouldn’t have been such a nightmare !!!! 
  
  Sincerely,
  
  ******** *******

  Business response

  06/25/2024

  RXNT identified the problem affecting the customer and shared this with her. Customer enrolled with the wrong clearinghouse (***** ***I) during the ****** ****** **** outage and that was the reason she was not receiving ERAs in RXNT. To correct this problem, Karen (RXNT customer rep) submitted the leads to ***** ******** on behalf of Customer (Customer did not need to submit the leads herself). That said, we do need Customer to complete certain paperwork that ***** ******** needs to make all connections needed. ***** ******** has reached out to the Customer to complete the needed forms to get the connections made, but Customer is refusing to complete the forms. Customer has forwarded the forms to the RXNT customer rep in charge of Customer's account, but the customer rep let the Customer know that we are not able to complete the needed forms on the Customer's behalf. The forms ***** ******** needs must have the provider's (i.e. the Customer client's) signature and has to be faxed from the provider's office. The ***** ******** rep has outlined the steps to complete the necessary forms (described) to the Customer.

  Customer response

  06/26/2024

  
  Complaint: 21832434
  
  I am rejecting this response because: Until I am receiving ERA in RXNT I want this case to remain open. This happened due to RXNT did not attach the enrollment for submissions of EDI I had to do this after several phone calls and NO  ONE AT RXNT would resolve this issue. If it was not for me linking it to the proper clearinghouse I still would not be submitting claims electronically. Their support is absolutely terrible EX; Antonio just likes to respond with it takes time be patient and Karen says I don't know what is going on I am not kept in the loop. RXNT did nothing during this CYBER ATTACK issue they could have enrolled with another clearinghouse such as ******** or ******** but refused and made companies suffer !!! 
  
  Sincerely,
  
  ******** *******

  Business response

  07/01/2024

  The Customer is not correct in stating that RXNT did nothing during the ****** ****** **** cyberattack. RXNT communicated to all clients regularly via email and system messages, all of which is documented. RXNT provided ***** ***I as a temporary clearinghouse workaround to ****** ****** **** for claims submissions only. To solve the clearinghouse issue long term, RXNT connected to another clearinghouse withing ****** ****** **** called "***** ********."
   
  The Customer was issued an outage ticket number (258573) within RXNT, which was opened by her on February 21 and remains open. Every update shared with the Customer regarding the outage are documented under ticket number 258573 and continue to be updated.
   
  We disagree with Customer’s statement that RXNT’s support is terrible. We also disagree with her insinuation that none of RXNT’s support representatives have been responsive or communicative during the ****** ****** **** outage. RXNT worked to solve issues surrounding the ****** ****** **** issues as quickly as possible and achieved the best outcome possible for the majority of our clients. Again, while we are still partnered with ****** ****** ****, we are not using the same clearinghouse within ****** ****** **** and effectively, have added a new clearinghouse.

  Thank you,

  RXNT

  
  

  Customer response

  07/02/2024

  
  Complaint: 21832434
  
  I am rejecting this response because:

   

  great to their open case their employees still have not done what needed to be done to resolve all the issues and until all issues are completed such as the enormous amount of rejects for a reason i was told is being worked on for well over a week from Karen ***** my complaint will remain open!! I will also be submitting a google review with all my proof of emails to employees and how many calls I have made etc. 
  
  Sincerely,
  
  ******** *******

  Business response

  07/09/2024

  Good afternoon,
  The first few outage notices contained in ticket number 258573 are as follows:
  
  1. Sent February 21, 2024 at 5:33pm:
  Hello ********,
  
  A case with ****** ********** has been created Case Number 08950839. Please be aware that any updates from ****** ********** will be communicated via email. Reference RXNT ticket #258573.
  
  2. Sent February 22, 2024 at 4:27pm:
  Hello ********,
  
  ****** ********** is currently experiencing an outage. Responses from CHC will be delayed. We at RXNT apologize for the delay.
  
  3. Sent February 23, 2024 at 10:04am:
  Good morning, 
  
  First, we want to thank you for your continued patience as we endure the current system outage with ****** **********. At this time, the outage is expected to persist through the remainder of the day. In an effort to be proactive and ensure minimal disruption, we've provided some guidance on ways your team can utilize RXNT as we wait for ****** **********'s system to be restored.
  
  Claim Submission: During the outage, claims can be queued up in RXNT. After completing the encounter, simply choose to save the claim. Once we've received confirmation of resolution from ****** **********, you can bulk send the claims from your "To Send Electronic" tab in RXNT.
  
  Receiving ERAs: Consider leveraging payer portals to view and download ERAs. You can upload the ERA manually to RXNT or manually post the payment. When ****** ********** restores their system availability, you will receive an ERA for payments posted during the outage. However, please note that the RXNT system will indicate the ERA was received with an error. For duplicate ERAs, simply resolve the ERA in the ERA tab.
  
  Sending Statements: Statements printed and mailed by ****** ********** should not be sent to the clearinghouse during the outage. Instead, consider printing statements in your office and mailing them to patients.
  
  Eligibility: We recommend leveraging payer portals or calling payers to check eligibility during the outage.
  
  If you have any further questions, our Customer Service Team is available today between 8:00 AM EST and 8:00 PM EST at ###-###-#### Ext. 2. Our team of experts will gladly provide assistance or insights as needed during this time.
  
  We appreciate your patience and continued partnership.
  
  
  Since then, the ticket has remained open and has continued to be updated every few weeks as new information is received and as progress is made. The latest response was sent on June 24, 2024 at 8:10am.
  
  Thank you,
  RXNT
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke with a sales rep Jim in Dec 2023 and then on Jan 8th 2024. Jan 8th 2024, I spoke with Jim again during a sales call. I specifically asked him if could only pay for 1 month at a time or if monthly payments were a year-long commitment. He said it was for 1 month at a time. I also asked how quickly I could get set up because I was in a rush, and he said 3 days. While on the phone, he walked me through all the steps of buying the product on the website: 1 month's worth of subscription to the EMR ($191) and the e-prescribing access ( one time fee $85). I immediately tried to set up product and had a lot of technical issues, for which I reached out to tech support many times. They were nice on the phone but after 2 days no results. On Jan 10th I called Jim again. I told him I felt bait and switched, that the company was not delivering what had been sold to me, and that I wanted a refund. Jim asked to please give him a chance to have the issues resolved before discussing a refund. The tech support finally walked me through what seemed to be initial steps of setting up the product, but system said it needed to verify me. On 1/12 I received an email from Gabrielle, the product expert, regarding a list of steps to complete, which I had already done with tech support. I drafted an email explaining this to her and telling her about my poor experience to date. Unfortunately, this email was stuck in my outbox and did not go out. I received a call from Gabrielle about 1.5 weeks later saying that she had tried to reach me by phone, she had never sent a follow up email. I asked she look into the issues above, but she did not get back to me. I called customer support and emailed Jim asking for escalation, a refund, etc. but they have not helped me and said I owe them monthly payments for a 1 year contract. I have no access to any information about a 1 year contract in email communication to me from this company or on the online account. The product is still not set up.

  Business response

  02/14/2024

  Please see the attached response.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Poor customer service and horrible onboarding. I sent an email for cancelation on 4/16/23. Rather than cancelling my account, the reps keep pushing me to change my mind, but didn't do anything when I was asking for help. I declined their offers & my account is not cancelled. RXNT deducted $195.11 from my account on 4/20/23. I want a refund. We have not used this software due to info still not being imported to use the system among our MANY other issues. I have sent my complaints to our sales account manager and the onboarding coach: I have asked 3 times for the clearing house to contact myself about enrollments and my onboarding coach asked twice but they continue to contact my medical provider and not myself. This just happened again today. I have been in implementation for two months and am no further along than the day I signed my contract. I kept asking the clearinghouse reps for support and my RXNT team but nothing progressed until supervision got involved. Finally, a meeting was scheduled on 3/31/23 at 1:30 PM EST. I waited on the meeting for 15 minutes and nobody showed. Then at 1:50 PM, 20 minutes later, somebody called me but they were not my representative. They told me they were taking notes for my representative. I gave them a list of my complaints. A major one was that I had completed enrollments and sent them to the clearinghouse but the clearing house kept sending me a repeat request to complete the same information. During the phone call the clearing house representative chuckled as he said they had my info but it was lost for the last several weeks under 150 other emails. To date, I still do not have a spreadsheet letting me know which enrollments are completed and which need to be completed. It is 21 days later none of them have been fixed. Supervision did nothing. I have not heard back at all from the clearinghouse. I refuse to move forward with a company I cannot trust and that did not care about me until I wanted to cancel my account.

  Business response

  04/27/2023

  RXNT will allow Customer to terminate despite our one-year Term. The Customer's sales representative has reached out to answer any questions.

  Thank you,

  Customer response

  04/30/2023

  
  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.  They have finally allowed me to close my account due to the many customer service issues and implementation delays on their end.
  
  Sincerely,
  
  ****** **************

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for **** services and have since learned that I will not be able to use their system. I was not told about advertisements being on the system or that their trainings would be set out for a month prior to me being able to get my EHR working. I am paying for a product I cannot use and I asked to cancel my subscription and they are refusing and now saying there is a one year contract even when I selected a monthly subscription. I currently still do not have full use of the product.

  Business response

  03/28/2023

  Please see our attached response and accompanying attachments (1,2, and 3).

  Thank you,

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

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was never told about the ads during the live presentation. I was never told about the 1 year commitment during the live presentation. No where on their website does it say that you are signing up for a one year commitment when you purchase the product, except, apparently in the terms and conditions, which is hidden in an attachment when you sign up frmo the program. The "go live" is advertised as taking 15-25 days and yet even in their response it now says 2-6 weeks and I was not able to even get an appointment to do the onboarding training until April 8th, over a month after I asigned up and was told the "go live" timeline was 8 weeks. The team "working tirelessly" is very inaccurate as all the support that I have gotten has been "I don't know, that's not my department, please wait for the trainings" from the kick-off specialist who cannot help with anything and wasn't able to address any of these issues other than to say that this is all that's available. I cannot use the EHR because their system is not set up for providers to be able to navigate and get anything set up without contacting their training staff who are booked out for weeks. 
  
  Sincerely,
  
  **** **********

  Business response

  03/31/2023

  Customer rejected our response because she said she was never told about the ads during the live presentation. We disagree. Ads are present in our demonstration accounts. Customer said she was never told about the 1 year commitment during the live presentation. We disagree. Additionally, we shared our Terms of Service which clearly show the one year commitment in section 8a. Customer accepted these Terms of Service during enrollment. Customer says this is no where on our website which is inaccurate. It states a 1yr term in the Frequently Asked Questions of our website. Customer says our "go live" is advertised as taking 15-25 days. This is inaccurate and Customer has provided no evidence of this advertisement. We share our estimated go-live period during the sales presentation. We review establish the go-live date during the kick-off call once we know all the data migration, set-up, and training needs of the Customer. All of this service is provided at no upfront cost to the Customer. Customer says she was not able to even get an appointment to do the onboarding training until April 8th, over a month after I signed up and was told the "go live" timeline was 8 weeks. This is not true and the Customer has provided no evidence of this. We are happy to show the client our communications. Customer is incorrect when stating that all the support that she has received from our team has been "I don't know, that's not my department, please wait for the trainings" from the kick-off specialist. Onboarding onto software used to run a practice is not done overnight and takes coordination. Our team has provided that coordination. It is not true that the Customer cannot use our EHR because our system is not set up for providers to be able to navigate and get anything set up without contacting our training staff. It is also untrue that our trainers are booked out for weeks. Customer provides no support for any of her accusations. 

  Customer response

  04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Every comment made by **** is unfounded with no proof. I am unable to show the limited availability because it was discussed in the kick-off call when scheduling and I don't have access to any calendars to be able to show what is or isn't available through ****, only what I was told. If **** can provide that recording, there would be the proof. 

  For the ads, here are two demo videos that I was sent that show no ads in the software: 

  *************************/**********

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

  Attached is the only email communication that I received from the sales rep that discussed anything about pricing, which did not include any information about a yearly agreement. The sales call recording could also show that this information was not discussed but I do not have access to that. I have also included screenshots of what the link to purchase the software looks like, which, at no point, discusses or has information about any yearly agreement. Even the common questions at the bottom of the purchase pages do not have anything related to the term of service and it is presented as either being a monthly subscription or a yearly sign up to get 10% if you pay the full amount up front. I chose the monthly subscription.

  As it stands, I should have had access to the entire platform once I purchased it on March 10th. On March 13th, I was still not verified and had to contact the sales rep just to get someone to work on getting me access. The person I was to work with couldn't get an appointment set up until March 15th and eneded up taking three meetings just to correct getting me minimal access to the software with no access to training videos or guides as promised on the website. During the kick off call, I was informed that I could get my training by attending 4 appointments to learn about how to set up the system and that I would then have access to those recordings after I meet with the different trainers. The earlist appointment I was given for the EHR was April 10th, one month following my purchase of the product. 

  I have received little to none of the software and trainings accessible to me as advertised, and regardless of what hidden contract terms may exist, this alone warrants a refund and cancellation as I requested to cancel my purchase the day I finally received full information about the product and process for **** that was not given to me during the sales call.

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

• Initial Complaint

  08/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We were originally quite satisfied with services provided by RxNT however because of our need to transition to Athena for the service and care of our patients and our medical record processes, we submitted a request for our data from RxNT during our past years of service as is customary. In fact, even though we thought their price of $5000 was excessive, we paid them this exorbitant fee and the bank transfer was issued to them on 5/5/2022 . To date I have received very little response from them until I received a personal phone call from Melanie ******* their representative who told me that she was going to take care of everything. They created a file folder for us to access our information and that information is tremendously incomplete and there does not appear to be an appropriate association between the data and the files necessary to transition our patient information. This has caused our office to suspend our transition to a new electronic medical record resource and has caused me countless hours of aggravation by email and telephone call communication. All I need for them to do is to Provide the information that we have requested, that they promised and that we have paid for to the agency that we have requested that it be released to. In case you need their information, their phone number is X-XXX-XXX-XXXX and the direct extension for Melanie ******* is XXX-XXX-XXXX and our former account Rep. Max has a phone number of XXX-XXX-XXXX. I know there are federal agencies that protect patient healthcare information and if necessary we can proceed with contacting them but I am in hopes that we can do this without jeopardizing the licensure of RxNT.

  Business response

  10/24/2022

  Business Response /* (1000, 8, 2022/08/25) */ ***Document Attached*** See attached response. Thank you,

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 12 months of EHR/Billing/Practice Management software access from RxNT on 4/13/2022. Before purchasing, I did 2 live demos with sales manager Jim ***** (August 2021 and January 2022). He explained all relevant parts of the software, and how it could benefit my practice. Explained the onboarding process, what it entails, and how they have the best support team in the EHR business. It's 7 days a week, and US based so you "can call anytime and get a person in the United States to help you". Everything he told me was found to be a lie. The onboarding process is supposed to be 4-6 weeks total. I am now 116 days (16 weeks) out from subscription sign up, and my onboarding is still not complete. I had to set up half of the system myself, as I couldn't get phone calls or emails answered to help me. Their support team is only in office 9-5 M-F, no weekends, no evenings, no one even on call to help these hours if needed. My business is a pediatric urgent care. I'M ONLY OPEN EVENINGS AND WEEKENDS. Jim knew my business model and intent with my new practice and assured me I would have the support I needed. My "specialist" Gabrielle ******** that was assigned to me to help get me and my practice set up, is the most unhelpful person I've ever interacted with. I can't get phone calls returned, I have at minimum 10 unanswered emails, and I've sent duplicates. When she does respond, it's 3-5 business days later. My clinic is open, and I have an EHR system that's barely functional. I can't get claims to submit, can't get the help I need to fix it, and I'm not getting reimbursed by insurance companies. They are causing my business to lose money. I invested $2600 with this company, and the amount of time and emotional distress encountered since, is enough for a legal suit. They claim I'm locked in a contract and refuse to give me a refund. I've asked 5 times now for a copy of the contract, they can't furnish it. They refuse to let me speak with a supervisor. This is a nightmare

  Business response

  10/24/2022

  Business Response /* (1000, 8, 2022/08/25) */ Heather, please see attached response. Thank you, Tom ********* **** **** **** & Chief Legal Officer Consumer Response /* (3000, 10, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was Zero communication about how the onboarding process would work. I did receive an email from the clearinghouse on 5/12, but I was not expecting an outside company to email me. The email never mentioned RXNT but was asking for extremely personal information, to which I thought it was fraud. I responded on 5/31 after Change Healthcare (clearinghouse) reached out to me via phone and alerted me that the email on 5/12 was generated because of my partnership with RXNT and was not fraud. I did not "finish enrollment" until 5/12 due to RXNT waiting on me to select a token and I couldn't do that without my DEA application being completed. From 4/14 to 5/12, they could have been in communication with me about the clearinghouse steps, what to expect during enrollment, and they could have been working on setting up my system while my DEA application and number was in process. I also, as attached to the complaint, have numerous emails that never received responses. While they appear to have represented information claiming to be responsive, this still does not address the remainder of my complaint. I paid RXNT for an EHR system and to set it up. I did my entire set up MYSELF. In addition, I never spoke to a supervisor. No one other than Gabi *********** *********** and Jim ****** **** reached out to me to rectify any of my complaints. I spoke to a manager at Chnage Healthcare (clearinghouse), which of whom does not work for RXNT and could not help escalate my complaints. I am asking for a partial refund to rectify all complaints, due to the RXNT implementation team not holding their end of the agreement. This is proven by MYSELF having to enter all information to make my system functional. I hand imputted my CPT codes, my own superbill, my own fee schedule, my own payor IDs, and half of my my own ICD-10 codes. In which I was told my Change Healthcare that this was highly inappropriate for me to have done that myself, and that I was one of many who was unhappy with RXNT service and lack of customer support. This response is half fabricated, and while a few sentences are true, they still refuse to admit any guilt on dropping the ball on my enrollment to their services.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an annual subscription to RXNT's e-prescribing software after explicitly confirming with our salesperson that there would be no issues with connectivity to California's Prescription Drug Monitoring Program (PDMP). We were having issues with this with our prior software, so wanted to ensure there would be no problems with RXNT if we signed up. However, after paying for the annual subscription, we learned that this connectivity is indeed broken and not working. They claim to be working on a fix, but we expected it to work as promised. We have not sent any prescriptions, never got PDMP to work, and so we asked for a refund twice. We were denied a refund. Instead, they offered us a Starbucks gift card, and a discount if we renew the subscription in a year. We are not able to use the software, so we do not plan to renew. We do not like Starbucks coffee. In addition, the product has advertising for pharmaceuticals as you use it, which they did not show in any screenshots or demo videos. The advertising is animated and extremely distracting. Our salesperson said we should use an ad-blocker extension to turn these off. However, these extensions are not HIPAA compliant because they can read website content with patient data, so we cannot use them. Overall, this company has proven to be unethical and untrustworthy.

  Business response

  09/16/2022

  Business Response /* (1000, 8, 2022/08/10) */ ***Document Attached*** RXNT Response Consumer Response /* (3000, 10, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) - I reviewed the emails from our sales rep, where he assured us that PDMP integration was working specifically for California. After we onboarded and tried to use PDMP, it did not work, and it has never worked for us. - It is suspicious that the bug we specifically asked about, and was assured would be working, turned out to not be working. - Our sales rep claimed the bug would be fixed by July 29th, but it was not fixed by that time. - I reviewed the videos that our sales rep sent to us, as well as videos on the website, and they do not show ads in the product. - We were offered one month free of service, but this was contingent on us paying for an additional annual subscription. - We reject the software. - We will not use the software. - We will not renew. - We will continue to pursue a refund. Business Response /* (4000, 12, 2022/08/16) */ We agree with consumer that they were assured that our PDMP integration was working for California because it was working at the time. We disagree with Customer's suspicion that it never worked. We agree that our sales rep claimed the bug would be fixed by July 29th and that it was not fixed until August 9th. It took our resolution team a reasonable amount of additional time to fix the issue and it was indeed, fixed. Our rep provided a live demonstration of our product and it showed advertisements. Additionally, the Customer accepted our Terms of Service (found at www.rxnt.com/customer-agreement), which clearly outlines that RXNT reserves the right to place advertisements or messages from third parties on webpages of the Services and that they may be visible to users as well as Customers. Our rep sent a demonstration video that did not include the ads because it was an older video. We do not have product videos on our website. Our offer of one month free of service was not contingent on the Customer paying for an additional annual subscription. If the Customer had decided to cancel, the Customer would have been able to use our e-prescribing software for an additional (ie, 13th) month. We believe that the Customer has unnecessarily rejected our software. We are disappointed that they were not willing to allow us to resolve the issues. To alleviate their dissatisfaction, we have decided to refund them the annual license fee they paid to us, which will be forthcoming as a credit to their credit card. Consumer Response /* (4200, 14, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) - The sales rep never showed us a live demo, and we have only seen videos that were sent to us. - RXNT's website has links to videos of their software. The videos do not show any ads whatsoever, for example here: https://info.rxnt.com/customer-self-paced-onboarding. - In addition, RXNT's help website shows numerous screenshots of the product, and I have not found one that shows any ads. All screenshots are cropped to not show the ads. For example here: https://help.rxnt.com/hc/en-us/categories/6114061634583-E-Prescribing- - I reviewed emails from the sales rep about the one month free offer. The offer was always contingent on renewal. Here are quotes from the sales rep: - July 14, 2022: "We would love to offer you a discount upon renewal" - August 10, 2022: "If you choose to renew next year we will apply a one month credit for the month you went without the connectivity." We see a refund of $650 back to our card. However, we paid a total of $725, which was inclusive of controlled substances capabilities. We will consider this resolved when we receive the remaining the $75. Business Response /* (1000, 18, 2022/08/25) */ The customer hired a lawyer to resolve this matter. We have responded to customer's lawyer accordingly. Thank you, RXNT

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a physician using an eprescribing platform provided for a substantial fee from RXNT. I have been unable to initiate a new chart to prescribe for new patients. The program gets stuck on " add city". And does not allow me to Proceed to prescribe. I have paid -approximately $700 annually for this service. When contacting Rxnt for support I receive emails asking me - or telling me that the issue has been resolved. I have requested to speak to a live person for the last 5 days, have not heard from Rxnt with the exception of bot- like replies and no resolution to the problem. I still cannot prescribe and my state,NY mandates physicians to eprescribe. Please help.

  Business response

  01/28/2022

  Business Response /* (1000, 8, 2021/11/11) */ ***Document Attached***

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