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

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 4, 2024, Rxnt billed 665.00 to my ******* *** credit card. I had called them to cancel participation in the service when I closed my practice last year. Enrollment ended April 30, 2024. When I received my credit card statement in May, I found that they had billed renewal to an expired credit card and ******* *** allowed the charge to go through. I filed a dispute with both Rxnt and ******* ***. At first ******* *** refunded the payment then once again allowed the charge to go through. I retired in June, 2023 and also retired my professional licenses effective December, 2023. Rxnt insists that they will continue the enrollment for another year and will renew it annually until notice given of cancellation. Cancellation notice has been given twice via phone. I informed ******* *** twice that I will not be renewing the business card and questioned why they allowed a charge to an expired card. Their reply was that I gave Rxnt authorization to renew which is a falsehood!

  Business response

  06/03/2024

  Our termination policy, as outlined in our terms of service, states that our services automatically
  renew for an additional term unless we are provided 60 days prior written notice of termination.
  We require written notice to avoid confusion and to keep a clear and accurate record of all
  customer communications.
  
  In this instance, Customer did not provide written notice of their termination request, nor do we
  have a record of any verbal cancellation in our customer service platform.
  
  Because Customer did not provide the required written notice to terminate, their contract was
  renewed for an additional year. Customer has disputed this charge with their credit card company
  and the dispute is still in review.
  
  Until a decision has been reached regarding the disputed charge, there is no action we are
  currently able to take.
  
  Thank you

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of RXNT since February 2022 with a subscription to their electronic medical record and practice management software. RXNT stores the health and billing records for all of my patients and provides access to their electronic medical record and practice management software in exchange for my subscription payments. In 2024, I decided to transition to a new electronic medical record system due to needing a superior product. I paid my monthly membership fee, despite no longer using the product to input data, in order to maintain access for the purpose of transitioning my patients' data and closing out billing for claims from insurance companies. My next billing date was scheduled to be 05/27/24, meaning that I paid for access up to that date. RXNT decided to cut off my access on 05/24/24 and refused to allow me access to the product for 2.5 days that I had already paid for because nobody would be available to discontinue the access on 05/27/24 because of the Memorial Day holiday. They refused to refund me for the access time that I paid for and they took away stating the company "does not do refunds." By cutting off my access 2.5 days earlier than what I had already paid for, I am either forced to pay for another month of full access, which will cost me several hundred dollars, or I lose data that I was in the process of transitioning when they cut off my access early. As a solo physician who has taken a huge financial hit this year because of RXNT's partnership with ****** ********** (the cyberattack on which has caused me to lose thousands in insurance payments), I am not in a position to pay more money for a service that I do not need, namely an additional month of using their product. What I do need is the access that I paid for and they have stolen from me, which impacts patient care and the viability of my small medical practice that serves an underserved rural community.

  Business response

  05/29/2024

  We are sorry to see the customer leaving RXNT in search of a better product. We hope we can win this customer back in the future with features that meet the customer's expectations.

  It was not our intention to cut of the Customer's access early and for the Customer to pay for an additional month of access and we apologize that it happened over the Memorial Day holiday. Customer was never charged for an additional month of service.

  The Customer still has 2.5 days left under the license and our team provided her access today (5/29/2024). We have reached out to the Customer and we are awaiting her confirmation that she is able to fully access her account.

  No refund is due to the Customer because we did not charge her for another month.

  We hope this resolves the matter.

  Thank you.

• 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

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against RXNT regarding a year-long contract I entered into with their company for their software services. My complaint is rooted in their misrepresentation of software features during the demonstration and their subsequent refusal to cancel my contract. On July 18, 2023, I participated in a demonstration of RXNT's software. During this demonstration, I was presented with a set of features that were crucial for my business needs, and these features played a significant role in my decision to sign a year-long contract with RXNT. However, upon gaining access to the software and starting to use it, I quickly realized that many of the features promised during the demonstration were conspicuously absent. When I reached out to RXNT's customer support to inquire about the missing features, I was informed that they were slated for release in the winter. This situation is highly frustrating as these missing features were a fundamental part of my decision-making process, and their absence severely hinders my ability to effectively utilize the software for my business. Given that RXNT is unable to provide the promised features in a timely manner, I believe I am entitled to seek a cancellation of my contract. I have made multiple requests to RXNT for a contract cancellation, but to my dismay, the company has consistently refused to accommodate my request. This leaves me in a contractual obligation for a service that does not meet my needs and that was misrepresented to me during the initial sales process. I kindly request your intervention in this matter to help resolve the issue. I believe that RXNT should honor my request for a contract cancellation or, at the very least, provide a partial refund to compensate for the missing features and the inconvenience caused. I appreciate your attention to this matter and your assistance in resolving this dispute with RXNT. Thank you for your time and assistance.

  Customer response

  09/22/2023

  Nature of Complaint: Bait & Switch Tactics. I was told the software had certain features that it did not. 

  Date of Demonstration: July 18, 2023

  Date of Purchase: July 26, 2023

  Date Software Was Partially Accessible: Aug 2, 2023

  Salesperson: **** ********** ******** *******

  Product/Service: Full Suite RXNT Software

  Account #: *****

  Purchase Price: $186.20

  Payment: $186.20

  Disputed Amount: $186.20

   

  I recently reached out to the company to reduce the software to the cheapest plan. My next billing date is 9/25/2023 and I realize this dispute wouldn't be solved by then. I didn't want to be billed for $186.20. I would still like to terminate my contract with them as they advertised software features they don't have. 

  Business response

  09/27/2023

  We would like the customer to outline the specific functionality she says was conspicuously absent when she started using our software. The product demonstration we provided her on July 18, 2023 was from our live client environment using a demonstration account. All functionality shown to the customer on our demonstration call with her is available in the product she purchased/licensed. The customer's accusation that we did not deliver the solution that we demonstrated to her is simply not true.

  The customer references "patient portal registration" functionality. She claims that we showed her this functionality on our demonstration, but told her after she purchased our product that we would not have this functionality until the winter. This is not true. On our demo, our sales team showed the customer our current patient portal registration functionality, which requires that the customer enter a patient's name, DOB, and email address (to register them for the portal) before the patient can access the RXNT patient portal. The customer did not express any issue with this process for patient portal registration. If she had expressed any discontent with it, we would have let her know that by the end of 2023, our functionality will allow patients to register for the patient portal without the customer having to first enter a patient's name, DOB, and email address. We would have also let the customer know that the new functionality would enable her her patients to access the RXNT portal login directly from the customer's website if the customer decided to embed our patient portal link on her website. We are demonstrating our existing functionality to hundreds of prospects a month and regularly informing them of our existing functionality and the functionality we will be deploying in the next 6 months. It would not have benefitted us to tell the customer we had a feature that we didn't have and risk frustrating the customer. We want customers for a lifetime, not just for a year. Again, the customer mentioned nothing about her patients needing to access our patient portal from her website nor did she let us know that having to enter a patient's name, DOB, and email address would be a problem for her. 
  

  We have reached out to the customer on a daily basis since the beginning of September in an attempt to resolve the customer's challenges. The customer will not respond to our multitude of communications (calls and emails). Despite our efforts to reach her, the customer has since downgraded her service with RXNT from our Full Suite solution ($160 per provider per month) to our Scheduling solution ($24 per provider per month). Downgrading service is allowable under our contract so we have no problem with the customer doing so. Terminating our contract because the customer has determined she simply does not want to use our solution, is not allowable. We wish the customer would return our calls so that we can help her utilize our solutions to meet her challenges. We are certain that the solution we demonstrated to her is the solution that she purchased. She determined that it met her needs during the demo, which is why she purchased it.

  We believe that if the customer will let us help her complete her implementation and training that our solution will work for her practice. We are ready, willing, and able to do this.

  Thank you.

• 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.

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