ComplaintsforClinicSource

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Tried to implement ClinicSource in March of 2024. There was no mention of a 30-day free trial automatically turning into a year long contract. We were just told about the free trial and we could cancel if it wasn't a good fit. We were told about features (client portal, credit card processing) that simply were 1. Not up to industry standards (credit card input and processing is not entered or handled by the customer, though we were led to believe by sales that it was) 2. Outright lies (the scam regarding the trial, The patient portal simply didn't do what they said, they were about 1/4 of the way to a real portal). Support was fast to respond but were pretty much worthless--we were locked out of ClinicSource 4-5 times by just entering the correct password once. This happened repeatedly and we were told we were entering the wrong password in a one line email from support. When they finally believed is, we still had problems with the admin account which worked with a work around, but was a glitch the entire "trial" period. There was a streak of dishonesty that ran through the entire relationship. Unfortunately, the sales process through ClinicSource is a trip of lies and deceit that leaves us paying for the product for 12 months and having no use for it. This company scams people into long-term contracts and over-promises the capabilities of their product.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ClinicSource provides misleading information regarding their trial period. Their representative provided information to indicate that I was being given a free trial period when in actually they were attempting to enroll me into a ************************************************************************** and told her that I would not continue at the end of the trial and received no response. I communicated with the representative that I and my entire family were sick with COVID during the trial and that I could not utilize/try out the platform during the trial. Both of my children have preexisting conditions that put them at greater risk and requird around the clock care. I also called a representative to confirm the account was canceled and he said it wouldn't be a problem to cancel. ClinicSource is now attempting to debit my account for services I do not want and did not agree to. I have never used the platform at any point. I have found similar complaints for ClinicSource and now know for certain that their actions to deceive their customers are malicious and intetional.

  Business response

  08/21/2023

  **************** is a priority for **********************, and we are committed to the continual pursuit of improvement. In keeping with our customer-oriented approach, our team has thoroughly reviewed this case, determining that the contract is valid based on this customer's failure to request a cancelation of service by the appropriate date. While we appreciate the customers feedback, and empathize with their personal hardships, we cannot offer any kind of exception at this time. 
  
  When this customer signed up for a free trial of ********************** on 12/22/2022, they were notified that the trial would automatically convert to a year-long contract on 12/30/2022. Prior to the end of their trial period, our sales team made multiple attempts to remind this customer that a yearlong contract would take effect unless a written notice of cancellation was received prior to 12/30/2022. The sales team did not receive any request for cancellation before the 12/30/2023 deadline which triggered a yearlong contract per the terms and conditions of the free trial.
  
  We remain dedicated to delivering exceptional service, and we encourage the customer to connect with our customer service team to collaboratively find an effective solution.

  Customer response

  08/21/2023

  Please note the following important points:

  1)I contacted ClinicSource before the end of the trial to cancel. I called and emailed the representative. The cancelation deadline for the trial was on a holiday week 12/30 . It is not my fault they could not be reached at the time. 

  2) ClinicSource does not have a clear cancelation procedure. This appears intentional. I have messaged this company after several attempts to charge my account and they have still not acknowledged this. If they believe I am under contract with them, why have they not acknowledged or sent confirmation that they have received the request to cancel and confirmed my contract will end at the end of the 12 month period. That have not acknowledged this because they will attempt to auto renew the contact. 

  3) ClinicSource is located in ********** which has a 7 day Cooling off period for contracts. 

  4) There have been a number of complaints submitted to BBB for the same issue. This constitutes a pattern of this behavior. This is not a Isolated incident for this company. 

  Business response

  08/29/2023

  We appreciate the customer's response and their perspective on this matter. ClinicSource is committed to ensuring clarity in our cancellation procedures, which are outlined in the contract under the Terminationportion, stating a 30-day notice prior to auto-renewal. Additionally, customer service is a priority for **********************, and we are committed to the continual pursuit of improvement.  Our priority remains providing exceptional service, and we encourage continued dialogue to collaboratively find an effective solution.

  Customer response

  09/05/2023

  ClinicSource continues to ignore the fact that they received written notification to cancel this fraudulent contract. I have expressed on multiple occasions that I did not agree to a contract with this company but they continue to send montlhy invoices requesting payment. I have never used their platform and never will. I request that they immediately stop requesting payment for services not rendered and for ClinicSource to acknowledge that I have requested an end to this fraudulent contract. In addition to this complaint, I have submitted a complaint to the ************************ and I will also submit a complaint to ************ ************************* if my request continues to be ignored. This company needs to stop purposely trying to take advantage of consumers. There are too many reports of ClinicSource operating in an unethical way. The last thing any business needs is to have to deal with a predatory company like ClinicSource. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with CS in late November, early December. I signed a contract with CS after doing a demonstration with ***************. During the process of signing up, I asked specific questions about faetures to ***** and he informed me that these features existed, and I also asked specifically about any kind of grace ****** should I begin and then should I decide it was not for me, can I cancel. ***** informed me that yes, there was a 30 day ****** in which I could cancel. In the intial few days of using the software, and trialing it, it was evident that features i needed were not available. 3 days after starting, I emailed support to cancel my account. There were no responses for several months. (email sent in early December, during the initial 30 days, no response until February). What i was misled about: Scoring of assessments Ability to send assessments to clients and have the reports exported Ability to have information from an intake form transferred to notes

  Business response

  05/12/2023

  We appreciate the customers feedback and concern. **************** is a priority for **********************, and we are committed to continually finding ways to improve. 
  
  Upon thoroughly examining this customers communication with **, and their contractual history, our records indicate that the customer signed his contract with ********************** on 11/30/2022. A notice for cancellation was not submitted until two months later, on 2/2/23. ClinicSource does not offer any kind of 30-day trial period, and no exception was made for this customer. The standard one-year contract period has been in effect since January 2020 and this customer was aware of the one-year contract period upon signing. 
  
  As outlined in the customers contract, the cancellation will be honored as of the contract renewal date of 11/30/2023. 
  
  We try our best to be transparent, and we work hard to be understanding of each customers circumstances. We take every customer issue seriously and use situations like this to help ** refine our customer-first approach.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted clinic source and spoke with ****** *******, a sales representative who assured me that I could cancel my subscription within the first few months. I started my subscription 10/22. I requested cancellation 11/22. I again requested cancellation in December and January at which point I started to be charged 74.16 per month. I corresponded with several people including ****, who is in charge of cancellations and they are now refusing to process my cancellation request. I again reached out to ******, who stated that they changed their policies in January, 2022, however, this is not reflected in the contract I signed in October. I left a message with customer service in January and was told someone from management would reach out and they never did. I now have had my attorney send to letters requesting cancellation, with no response. This is by far the most unprofessional company I have every worked with. I have never used their service and have been requesting cancellation for several months now.

  Business response

  03/30/2023

  We appreciate the customer’s feedback and concern. Customer service is a top priority for ClinicSource, and we are committed to finding a reasonable resolution to this matter.
  
  We have performed a thorough investigation regarding this customer's concerns on contract cancellation and billing issues.  Our records indicate that the customer's request to cancel her contract was originally submitted on 2/2/2023.  We have no prior documentation of an earlier request. We asked the customer to provide us with copies of the claimed written requests to cancel in case we had inadvertently missed it. The customer was unable to provide any documents substantiating her claim.
  
  The customer also states she was told by a member of our Sales team that she could cancel the 12 month contract at any time. Again, after reviewing the sales record and documented conversations, we were also unable to find any evidence to substantiate this claim. 
  
  Since January 2020, ClinicSource contracts are one-year, auto-renewing contracts wherein clients can opt not to renew their existing contract so long as they submit a written request 30 days prior to the contract end date. No process has changed in regards to the contract term, or cancellation request process. 
  
  Per the one-year, auto-renewing contract that this customer entered into, the request for cancellation can only be submitted 30 days prior to the renewal. This particular written request for termination does not meet the fulfillment terms of the contract, and the customer would still be obligated for payment of the remaining balance due.
  
  We apologize for any misunderstanding.  We try our best to be transparent and authentic with our customers, and take each of their issues seriously.

  Customer response

  03/30/2023

  Incorrect statements:

   

  The initial request to cancel was made 11/23/22 and a copy of this emailed request has been sent to the company as well as verbally relayed. No response was given to my initial request in November. 
  

  The sales representative, ****** *******, also did state that the contract could be cancelled. See the text conversation provided in this initial complaint for reference, he stated he would bring it the attention of staff members, so stating you have no record of this is also false. 

  No updated contract or terms were provided  or signed, the contract I originally signed does not reflect any updated terms for January, 2023. 

  Business response

  04/07/2023

  We appreciate the customer's additional feedback; however, we stand by our original response.  Since January 2020, ClinicSource contracts are one-year, auto-renewing contracts. We take customer service very seriously, and while we recognize that we may not be able to make every customer satisfied, we remain committed to working with this customer directly to find resolution.

  Customer response

  04/07/2023

  I also stand by my original request to cancel in November, and please take the time to review the documentation attached, you will see the date on the emails that were also forwarded to your business. You cannot change the contract that we entered into in October without my signed permission and you must accept the cancellation request from November. This is fraudulent behavior and seeing the other people you are trying to scam, this is unacceptable response.  You must honor the signed contract and cancel the service. To this date, no service has been provided, no response from you customer service or billing department has been provided. This is unacceptable business practice.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After being contacted multiple times by ClinicSource December 2021 I entered into a one-year contract with this therapy notes platform company. During the demonstration for services I was told multiple times although it is not listed in the contract I could cancel at any time, I would just have to reach out via email and let them know. In October 2022 I informed ClinicSource I would be rebranding & restructuring my mental health practice and asked to be let out of the contract. I was then told I could not do this although I was assured could. I then indicating I would be continuing to pay out the rest of my contract until it ended. I was at this time that my account was suspended, yet ClinicSource was still deducting payments from my account. After more than a week and multiple emails my account was then restored. On December 6th I received an invoice for $155.80, although my monthly payment was $102.85. I canceled my bank card due to several fraudulent charges made in another state and noticed the company made 3 attempts to withdraw monies from my account in the erroneous amount. I reached out to billing multiple times inquiring about the $155.80 charge & no one responded until a few weeks later after attempted 3 times. Since my contract began, I received multiple discrepant invoices with varying amounts. Once I was reissued a new bank card I reached out to ClinicSource for a single payment invoice as my contract ends January 2023. I received a link that did not work then I later received subsequent links that stores card information. As I have received several conflicting invoices and December ******************************************************************************************************************************************* the portal. The company has refused to send me the invoice and has threatened multiple times to send my account for the December payment to collections, ruin my credit, and not cancel the contract until credit card information is stored.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  As the owner of Open Door Speech Therapy (aka. Open Door Therapy Solutions - an error made by Clinic Source), I contracted with ClinicSource in July 2021 to provide online EMR services for my small private practice. After one year, I emailed a request to terminate the contract however, to date (11/23/22) haven't terminated the contract. Despite having been a member for more than 1 year, it was considered early termination, this was not explained. After weeks of emailing I was sent a confusing termination agreement citing early *************** had 7 days to sign. I emailed for clarification and since then I've emailed, called, left messages and no one has been able to help. I've never received a call back from customer service. I was told they would send an updated termination agreement and to look for this in junk mail but this hasn't happened. In the mean time I've been invoiced monthly and funds deducted from my business account. My main complaints 1. ClinicSource has made it impossible for me to terminate the contract, 2. Communication is not timely and each time It's a different person who can see my requests and complaints but can't do anything about it except send it on to someone above them. *************************** (Customer Success Manager) and "Team Deal" or ***************** are the names on the emails or documents who sent and/or told me to look for the termination agreement. I've received mostly automated emails that the claim has been received or that the case is closed when it hasn't. 3. I was never given a clear path to terminate the agreement. The new termination agreement was never sent, and I don't believe that ClinicSource is acting in "good faith" to take care of their customer, who paid every single month, by providing a clear and reasonable way to terminate the contract. The past 4 months have been extremely frustrating for me as a small business owner. I'm begging ClinicSource to please terminate the contract and refund 3 months of $75.76 payments.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed a year contract with ClinicSource which is a software/billing company for therapists of multiple disciplines. I was told about the 2 month free special that was to conclude in August. I signed the contract at the very end of August with the assurance of payments to be deducted from a provided payment on file 2 months later. I was not told the overall payment of services would be 2 different invoices for telehealth and electronic billing. I was told the payments would be deducted on the date that I signed the contract foregoing as well minus the 2 month free special. To this date, I had a deduction of $41.90 on September 8th from my checking. I am getting invoices of different amounts from the total amount I was actually told monthly and my payment date appears to be on the 20th of the month for one of the invoices. Completely different from what I was told from the signing date of my contract and POC person. One September 16th, 2022 when I received 2 different invoices to my email with different numbers, I called ClinicSource and spoke with ***********************. I was disgusted and was at the point of wanting to have my contract nullified. To this date I never heard back from him. On September 19th, 2022 spoke with a ***** from billing, never heard back from her. When saw my checking account had a pending transaction on September 7th, I contacted my POC ***************************** who forwarded my email and concerns to billing. Never heard from them until I contacted ****** again, nearly 7 days later about the $41.90 being deducted prematurely. I received an email from ************* that stated I had 2 months free, however, If I get a premature deduction just let billing know.I wanted to use a productive, concise, and consistent company to meet my needs of starting a new therapy practice. 2 invoices, difference in billing dates, and lack of customer service is not acceptable, nor appropriate for me. The company and I need to go our separate ways with nullifying the contract.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Clinic Source Customer Service,In December of 2021 I inquired about Clinic Source EHR documentation. I spoke with ******************* and agreed to a month long trial to the Clinic Source EHR. I decided during that month that I was not going to take insurance at this time and that I wasnt interested in in Clinic Source. I informed **** about my decision and I thought that we were done as I understood it. In May I started to get a monthly bill from Clinic Source for the amount of $74.15/month, a documentation system that I have never trained with or used. I have been trying to straighten out this fiasco ever since with countless phone calls.*********************** finally reached out to me to hear my side of the story, which I told him over the phone. I NEVER signed a year long contract with clinic source because I knew that I did not want it. I was suppose to have the "free trial of 30 days first". Unfortunately, ******************* has been on maternity leave. **** said he would get back to me several weeks ago and has never attempted to make the effort.I have reached out to the Better Business Bureau of ********* to try to get this rectified. I am also researching an attorney to resolve this matter and seek punitive damages. Clinic Source has been the worst customer service I have ever received and would never recommend this company to any one in health care. I am asking again, to cancel my supposed contract with Clinic Source, and refund any money that was wrongfully charged to my credit card.

*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. ↩