Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Order 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.

  I am writing to formally address several serious concerns regarding our recent engagement with CureMD. It has become abundantly clear that there have been intentional misrepresentations surrounding the terms of the contract. The sales team verbally provided assurances that there were no penalties for early cancellation. This was in ***** contrast to the unconscionable termination policy that was subsequently disclosed. This is simply unacceptable.I was never made aware of the penalties involving early termination, and it is evident that the structure of the contract was designed to mislead the signer as the policy was only referenced in a separate document in discreet fine print. No reasonable business would accept such unfavorable terms.Additionally, the program was misrepresented as being capable of effectively servicing physical therapists; however, our experience proved otherwise. The program consistently failed to function as promised, and the customer service we received following initiation was exceedingly poor. Our decision to terminate the service was not made lightly; we felt compelled to do so due to these ongoing issues.

  Business Response

  Date: 02/10/2025

  Dear *** ********************** have thoroughly reviewed your complaint and deny the allegations. CureMD takes all client concerns seriously and remains committed to addressing them with factual accuracy and transparency.
  
  Issue 1: Alleged Misrepresentation of Contract Terms
  The Order Form dated June 1, 2023 (Order Form) clearly and prominently states a 60-month contract term and explicitly references the License and Services Agreement (Agreement) via a hyperlink located directly above the signature line. This placement ensures that the terms were both accessible and conspicuous at the time of signing (see attached Order Form).
  
  This contractual structure aligns with widely accepted legal standards for contract formation, reinforcing that your practice had a clear opportunity to review and understand the terms before execution. Moreover, the Agreement is publicly accessible , further ensuring transparency.
  
  There is no evidence to substantiate the claim that the sales team misrepresented the termination terms. Your practice had ample opportunity to review the Agreement before signing and cannot now claim ignorance of the contracts provisions to circumvent financial obligations.
  
  Therefore, the claim of misrepresentation is factually incorrect and entirely without merit.
  
  Issue 2: Alleged Poor Product Suitability for Physical Therapists
  Your claim that the system was misrepresented and unsuitable for **** Rehab is contradicted by extensive customization and training efforts provided by CureMD. During live demonstrations, we clearly showcased the products functionality in its standard form, ensuring full transparency regarding its capabilities.
  
  Following the contract execution, we provided workflow adjustments tailored to your practices specific needs, multiple dedicated training sessions, and the integration of practice-specific documents into the systemall completed with your direct input and approval. Your practice was actively engaged in these processes and explicitly approved the customizations before transitioning to full system use.
  
  At the conclusion of implementation, on September 15, 2023, you provided highly positive feedback, commending CureMDs support team and overall service (please see attached the e-mail dated September 15, 2023). This directly contradicts any subsequent claim of dissatisfaction or misrepresentation.
  
  Since you went live on September 1, 2023, you made extensive use of CureMDs system, demonstrating your trust in its abilities. This includes the creation of 591 charges, 766 provider notes, 407 orders and ***** appointments.
  
  Accordingly, the allegation of product misrepresentation is entirely unfounded and is not supported by documented facts.
  
  Issue 3: Alleged Poor Customer Support
  The support ticket data contradicts this claim, demonstrating that all reported issues were promptly addressed and resolved. Our records indicate that your practice engaged with the support team on multiple occasions, and each concern was handled appropriately.
  
  Additionally, your practice previously praised CureMDs responsiveness and support in writing (please see attached e-mail ), which directly contradicts their claim of inadequate assistance.
  
  At no point did your practice raise any ongoing concerns that were left unaddressed. The available documentation demonstrates a clear pattern of engagement, proactive troubleshooting, and timely resolution of all reported issues.
  
  Issue 4: Reason for Termination & Financial Dispute
  Your claim that your practice was forced to terminate due to ongoing issues is contradicted by your practices own written communication dated July 1, 2024, which clearly attributes the decision to financial hardship rather than service failures (please see attached the e-mail dated July 1, 2024). In your termination request, it is explicitly stated, Unfortunately, my situation is what it is and I cannot help that, acknowledging financial constraints as the reason for cancellation. We made every effort to ensure your practice had continued access by offering a payment plan to accommodate your financial situation. Despite this, the outstanding balance remains unpaid.  This directly contradicts the claims made in the BBB complaint.
  
  Conclusion
  CureMD has fulfilled all obligations under the Agreement, which remains binding on both parties. As stipulated in Section 7.2(i), termination for cause requires sixty (60) days' prior written notice specifying the breach and corrective measures required. No such notice was ever received from you. Given these facts, the allegations in this complaint are unfounded and unjustified. CureMD remains committed to delivering high-quality service and is open to addressing any specific, unresolved concerns your practice may have, in accordance with the terms of the Agreement.

   

  Regards,

   

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

  
  

• Initial Complaint

  Date:02/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I am writing to formally file a complaint against CureMD for engaging in fraudulent misrepresentation during the negotiation and signing of a contract. As the owner of the company in question, I feel obligated to bring to your attention the deceptive practices employed by CureMD, which have resulted in significant financial harm to our business.In May 2023, our company contracted CureMD for outsourced medical billing services. Throughout the negotiation process, a critical point of discussion revolved around the option to terminate the contract without incurring additional fees. I specifically raised this concern with the sales representative, *******, who unequivocally assured me that there would be no fees associated with early termination.Relying on *******'s assurances, I proceeded to sign the contract with CureMD. However, upon closer review of the contract terms, I discovered clauses outlining substantial penalties and fees for early termination, directly contradicting the verbal assurances provided by ******* during the negotiation process.Upon bringing this discrepancy to CureMD's attention, I expected them to rectify the situation in good faith. However, CureMD denied any wrongdoing and adamantly refused to acknowledge the fraudulent misrepresentation that had occurred during the negotiation process.As the owner of the company, I am committed to fulfilling our contractual obligations, including paying the stipulated fees. However, it is imperative to emphasize that I would not have entered into this contract had I been truthfully informed about the terms regarding contract termination. The amount CureMD is demanding for early termination, totaling ten thousand dollars, is exorbitant and unjustifiable given the circumstances.Thank you for your attention to this matter. I eagerly anticipate your prompt response and a resolution that upholds fairness and transparency in business dealings.

  Business Response

  Date: 02/29/2024

  Dear ****************,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand the importance of clear and transparent communication, especially in matters involving contractual agreements and financial transactions. At CureMD, we are committed to upholding the highest standards of integrity and fairness in all our business dealings.
  
  Upon receiving your complaint, we conducted a comprehensive review of your case, including a detailed audit of all interactions and the contractual documents signed. Our investigation aimed to ensure a thorough understanding of the situation from both a factual and legal perspective.
  
  It is important to clarify that the contract signed on May 5, 2023, explicitly outlines the terms of engagement, including a 60-month commitment period. This information was presented prominently in the document, directly above the signature line, to ensure clear communication of the commitment involved. We regret any misunderstanding regarding the contract's terms; however, the document serves as the definitive agreement between our parties.
  
  We deeply value the trust and rapport our sales representatives build with our clients. However, in our investigation we did not find any evidence substantiating your claim. We must emphasize that CureMD operates within a framework that prioritizes written agreements. Our contract explicitly states that it supersedes any prior verbal agreements or assurances.This clause is a standard practice in the industry, ensuring clarity and mutual understanding of the terms.
  
  The imposition of early termination fees is not a punitive measure but a necessary provision to offset the significant upfront investments made to deliver our services. These investments include, but are not limited to, third-party services, licenses, hosting, and training. The terms regarding early termination fees were designed to protect both parties'interests, considering the resources allocated from the outset of the agreement.
  
  Despite the clear terms of our agreement and the lack of evidence supporting a deviation from these terms, we wish to approach this situation with a spirit of conciliation. We are extending a 10% discount on your overdue payment as a gesture of goodwill. Our goal is to resolve this matter amicably, maintaining a professional relationship and mutual respect.
  
  We appreciate your attention to this matter and look forward to finding a resolution that respects the interests of both parties.
  
  Sincerely,
  
  *************************
  Manger Legal  

  Customer Answer

  Date: 03/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Dear ********************,

  Thank you for your response regarding my concerns. While I appreciate your efforts to review the situation, I must reiterate the discrepancy I encountered during the signing process of the contract.
  It is alarming to learn that your investigation did not uncover any evidence supporting my claim of misinformation during the contract walkthrough with *******. I distinctly recall querying about the commitment period and being assured of a different understanding than what was later presented in the written contract.
  Verbal misrepresentation during the signing of a contract not only undermines trust but also raises ethical and legal concerns. As a consumer, I rely on the integrity of the information provided during such critical junctures. The fact that the contract explicitly states its terms does not negate the ethical breach that occurred during the signing process.
  I urge you to reconsider your stance on this matter and acknowledge the importance of rectifying such discrepancies. While I am optimistic about resolving this issue internally, I must emphasize the gravity of the situation. Failure to address this concern adequately may compel me to share my experience on various platforms to inform other potential clients of the business practices they might encounter.
  Given the circumstances, I expect a more substantial reduction in the bill to reflect the misinformation provided during the signing process. A 20% reduction would demonstrate a genuine commitment to resolving this matter and rebuilding trust.
  I look forward to your prompt response and a satisfactory resolution to this issue.
  Sincerely,

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

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/14/2024

  Dear ****************,
  
  We appreciate your feedback and take your concerns very seriously. Despite our thorough investigation, we were unable to find evidence supporting the claim of misrepresentation. However, in a spirit of conciliation, we are willing to extend a one-time offer of a 15% discount on the outstanding amount owed. We hope this gesture demonstrates our dedication to finding a mutually satisfactory resolution to this matter.
  
  Sincerely,
  
  *************************
  Manger Legal  

  Customer Answer

  Date: 03/27/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/21/2022

  Type:Order 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.

  I am a healthcare provider. I started a ****************** and signed a 3 month contract with CureMD to create and maintain a platform so that patients could book appointments and be seen online. The platform was unusable for over half the contracted time period. Patients were unable to book appointments, then were unable to have their insurance verified and wouldnt book because they didnt want to pay cash, then they were able to book appointments without making payments. It resulted in huge revenue losses and I ended up having to close my business. They want to be paid the full amount of their contract despite failing to deliver the agreed upon services for even half the agreed upon time period.

  Business Response

  Date: 08/04/2022

  We have conducted a detailed investigation into this situation and determined the following:
  
  By way of background, ******* Reaps practice, Remedy Telehealth (Client) signed an Order Form and License and Services Agreement (Agreement) with **********, **** (CureMD) on July 29,2021. This Agreement is available at ****************** (Annexure A).
  
  This Agreement governs the relationship between the parties and includes numerous provisions to facilitate our clients,such as, breach of agreement provisions, cure period (Section 7.2), warranties (Section 13) and service level guarantees (Section 16).  
  
  In addition, CureMD maintains standardized support processes and best practice protocols to ensure the highest standard of services are provided to our clients. This includes ticket logging procedures,escalation matrixes and quick response times for logged tickets. All clients are adequately trained on this throughout the implementation phase while providing video links to such trainings accessible to the Client at all times.
  
  In our investigation, we did not locate any service requests / tickets logged by the Client to address the issues that they are now raising. CureMDs support / ticketing system allows our support team to systematically evaluate and resolve clients issues promptly while keeping historical log of complete customer interaction with our team. However, when clients do not follow standard protocols, as required by the Agreement, they may suffer service degradation due to no fault of CureMD, thereby invalidating service quality warranties.
  
  The Client bypassed standard support protocols which were highlighted during training (Annexure B) and via documentation and raised alleged issues via e-mail. Despite this the issues were promptly responded to within a business day (Annexure C and D). For example, in one instance, the Client alleges that their patients were able to book appointments without payments. It was communicated to the Client verbally as well as in writing that this was due to a configuration requested by the Client themselves, and the Client has the ability to adjust the system configuration themselves (Annexure E and F).
  
  Moreover, despite numerous options for redressal available to the Client, the Client did not submit any requests for service level credits nor did they initiate agreement termination, and continued to consume our services.
  
  It is pertinent to mention that the Client defaulted in the payment of $1279.59, while we continued to provide services in good faith. Now that we have initiated collection, the Client is coming up with excuses not to pay for the services they have consumed.
  
  Notwithstanding the amount of time, effort and resources spent by our team to provide services and accommodate the Client by going over and above, we are willing to resolve this matter amicably by giving a 15% discount in good faith to close the Clients account with CureMD.

  Customer Answer

  Date: 08/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This response is blatantly inaccurate. As you can see by the emails attached in my initial complaint, I submitted several service requests on several different occasions requesting that the platform be fixed since patients were completely unable to book appointments. This was a primary ***** of the service agreement, which CureMD failed to deliver. My practice lost significant revenue not only as a result of being unable to book and bill for Telehealth urgent care patient visits, but also through lost referrals and poor publicity on social media due to solely to the non functional Telehealth platform.  THIS LOST REVENUE RESULTED IN THE CLOSURE OF MY PRACTICE. I have never in my career witnessed such completely unethical business practices. How can a company breach contract by failing to deliver agreed upon services, then ignore requests to terminate the agreement and demand full payment despite being solely responsible for the closure of  a clients business?!  I refuse to pay for services that were not delivered. And not only has this company been completely unapologetic, they are intentionally taking advantage of consumers. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/18/2022

  CureMD properly delivered all agreed upon services to the Remedy Telehealth (Client) in accordance with our agreement.However, upon requesting service fees, the Client concocted frivolous and exaggerated allegations, even though the warranties, remedies and credits remained unutilized.
  
  We reject the baseless allegation that during the initial ninety (90) day period (August to October 2021), our services were unusable for forty-five (45) days. The Client builds the perception that the product did not work at all, despite consuming more than 75 telehealth transactions.
  
  The issues faced by the Client may have been expounded by the fact that the Client did not follow directions and failed to file service requests via our ticketing system in accordance with the guidelines, as evidenced by our previously attached emails.
  
  Additionally, CureMD offers a credit up to 50% of the monthly fees, and guarantees an uptime availability of 99%. Our services did not fell below this guaranteed threshold during the said period.The Client did not request such a credit, which was to be submitted within seven (7) days from the date of service disruption. As incorrectly alleged, the Client never submitted a termination request during this period, rather such request was submitted in January 6th, 2022 (163 days after signing-up and fully consuming our services).
  
  Despite the above, we wish to amicably resolve and close this matter and are willing to extend a discount of 50% to the total outstanding amount as a good will gesture. This offer is valid for seven (7) days.

  Business Response

  Date: 09/01/2022

  Hi:

   

  *********************** of Remedy Telehealth has accepted our previously offered resolution (please see Annexure A). This matter is now resolved.
  

  
  We confirm that all pending dues against Remedy Telehealths account are cleared and no further notifications or reminders will be sent.

   

  Regards,

   

  ****