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:07/15/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On April 4, 2024, I signed a 12-month promotional agreement with ChiroTouch for $74/month, based on an $85/month discount. I was not told the price would more than double upon renewal, and I never authorized such an increase. Despite this, ChiroTouch charged me $198 in April 2025, $166 in May, $166 in June, and $133 in Julywithout proper notice, a new signed agreement, or my consent.Per Section 9.1 of ChiroTouchs Cloud Subscription Agreement, renewal increases are limited to 10%. Based on my $74/month rate, the max renewal price should be $81.40. Charging more than double breaches the contract. I never signed a new Order Form, as required under Sections 2.6 and 2.13.ChiroTouch claims they sent a renewal notice on February 18, 2025, at 3:02 AM, with the subject line: ChiroTouch Subscription A-S00118202 is within 45 days of its auto-renewal date. On my iPhone, the subject line was truncated to just ChiroTouch Subscription A-S00118202, giving no indication it was about renewal. Worse, the message was buried among hundreds of automated emails ChiroTouch routinely sends, making it easy to miss. The email did not mention the new rate, the end of my promotional pricing, a cancellation deadline, or how to cancelviolating Floridas Automatic Renewal Law (*******), which requires clear and conspicuous notice.I discovered the first charge on April 15, 2025, and immediately contacted ChiroTouch that day and again on April 23 to cancel. They refused. To this day, I have not been told how to cancelonly that I cannot.Resolution requested:Full refund of $663 ($198 + $166 + $166 + $133)Immediate contract cancellation Written confirmation that no further charges will occur If unresolved, I will pursue legal and regulatory remedies.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  My business was quoted a certain price for a product we need to operate my business. We've been paying this contracted price for 18 months. Chirotouch decided that they wanted us to pay a higher price and went in and charged my business a high price that we were not contracted with for 15/18 months. We have our monthly payment auto drafted from our account each month. We've never missed a payment but without notice we were charged for their mess up. When questioned they won't reply and will not refund us the money. There is never anyone to speak to and they do not reply to emails. They refuse to get a human being to talk to and stone wall when trying to speak to a manager.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchase my chiropractic EMR (electronic medical record) from ChiroTouch. This EMR system includes a clearinghouse for claim submission and payment processing. The total monthly cost is $428.90. We began with MaxClear (Change Healthcare) as our clearinghouse. After significant issues with claim and payment processing due to the **************** data breach, we opted to change our clearinghouse to ProClear (Trizetto). On April 15, 2024, Chirotouch approved and assisted with this transition which was completed and in use by April 24, 2024. They advised us to retain ******** for thirty days so any pending transactions could process. At the thirty day ***** we were told it would be removed from our account. Since May 2024, they have taken the normal $428.90 at the beginning of each month, and additionally $119.95 at the end of each month for MaxClear. We contacted ChiroTouch as soon as we realized this was occurring. On February 6, 2025, we were advised By *** to email the retention ***** a termination letter stating the issue and signed by the provider. This was done. On February 12, 2025, we were told by ****** that this issue had been escalated within the retention ***** and we would receive credit for the incorrect billing on our March billing statement. On February 25, 2025, they took the additional $119.95 again. I spoke with **** on this date. She stated we would receive a call and resolution by the end of the business day. We received no call. On February 26, 2025, I called again and spoke to ****. I was told he was unable to transfer me to the retention ***** They would return our call when they were able. We have yet to receive any form of contact regarding this issue. I have attached the following documents; payment amounts/dates those payments were taken by ChiroTouch, and the ******** termination letter. They provided the reference number ******** for each call.

• Initial Complaint

  Date:08/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered Chirotech knee fix device 7/24/24. They charged my cc $159.95. I emailed them via the email address link on their website asking when it would ship. They advised back orders and would be 3 weeks. I tried to email 8/16/24 as a reply to their email (same email on their website). It bounced - I received an undeliverable notice. I tried several more times. There is no phone # to contact them. They have taken my money, failed to send the product and left me with no way to contact them.

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was charged 1500 on 5/11 for CTPROBill. I started informing the company I wanted to terminate service in Feb due to billing being done very poorly with little to no rejections being handled and my claims were not being processed. My business almost had to close its doors. Still trying to bounce back. I finally was asked to submit an email to formally terminate after talking to CFO. The company came back finally willing to do there job with the attention it should have been handled in the beginning. They gave me a discounted rate of 850 for 3 months. Prior to getting the discount I cancelled service. I have be billed for Mar, April and May after I informed them I wanted to cancel. My business really has suffered and I told them I really don't have the money to pay them. I disputed one of them and they put it back on my account but I got an email stating I still owed for that month. I have my bank statements and cancellation letter but they were to big of a file to send. I have spent numerous time sending emails which have never gotten answered. Thank you,***************************** ( ********)

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  In July 2023 we attempted to cancel our ChiroTouch subscription but were informed that our contract was set for automatic yearly renewal. The next renewal was April 3, 2024. We continued to let the subscription draft and in January ************************************************************************* accordance to the contract. February 18, 2024 we received an email reminder regarding automatic renewal of our subscription, we responded with confusion because we had sent several notices to cancel. The response received February 20, 2024 stated "this is an automated message sent to all client. Please disregard and note we have your cancellation request in queue." We attempted to backup our data according to the instructions sent via email but quickly learned our access to our ticketing/help site (chirotouchcommunity.com) was disabled prior to April 3, 2024. We instead did our own data backup because we are tired of attempting to get any support from this company, which was our decision to switch EHR providers. On April 09, 2024 and again on May 06, 2024 we have had an automatic charge for $307.00 hit our bank account. After the April transaction we called to get this refunded to be met with excuses that charges are for the prior month, simply not true. The refund was never processed and we have now received another monthly charge. We have sent emails to request both months be refunded but are submitting this complaint before we send to our legal team. We were cautioned when we decided to switch EHR providers to proceed carefully because this company has the reputation to make the switch very painful. After many years of frustration and not being able to get proper support we would like to cut all ties as we have made clear in our written correspondence. We request refunds be processed timely with email support that our account will no longer be charged.

• Initial Complaint

  Date:05/03/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have been trying to cancel for over two months now. I have emailed and called several times. There is no easy way to cancel. When I finally got thru on the phone they said I also had to fill out an email form which I did immediately. Im still getting billed $159/ month and called several times on long hold times only to have them say they made a ticket and a manager will call me back and no one ever does. They are trying to milk as much out of me as possible. I also dont have any easy way to stop my monthly autopay so basically they can still bill me. I have tried everything to no avail. I need help canceling and getting a refund in the last few months that they wrongfully billed me. Btw its a month to month contract. I cant attach documents as Im doing this via my phone. But I do have them on email

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Date of transaction: Sept 2023 Amount paid Monthly since Sept 2023 I was supposed to pay $100 per month for the service they offered me.Nature of dispute: I was quoted $ 100 per month for the ProClear Service.I was billed $ 125 per month PER DOCTOR. I was told a total of $ 100 per month PERIOD.I have contacted them several times, I had to threaten cancelling all their services before someone called me back. I was told to send an email from the owners account requesting cancellation. That was over a week ago. Then this week I receive an new invoice where the services I wanted cancelled were billed to my card with and INCREASE to $ 279.Our account is ******* no tracking number to my knowledge.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We have had MANY issues with ChiroTouch since our signing in December 2021. First, it was the incapability of taking payments through our terminal in February 2022. I spent DAYS, which resulted in a culmination of two months, on the phone with ChiroTouch trying to figure out why we couldn't take patient payments. Then, in August 2023, we were unable to use CT-InTouch (text and email reminder service) that we paid for due to a registration error to only be told that it will be rectified in 6 weeks. Fast forward to March 2024, ChiroTouch, without warning, suspended CT-InTouch due to a billing error, which we were not made aware of. After spending MORE DAYS on the phone, we were told the application would be ready for use within 5 business days. Two weeks later, I am back on the phone with them because CT-InTouch is not working AGAIN, yet we are STILL PAYING for the services. They claim they have specific protocols in place to reach a manager, to which, they take days to respond. Imagine paying money for a service and you can't even use it, you have to spend your entire day on the phone, trying to figure out other people's jobs. It's infurating.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 switched from traditional ChiroTouch to ChiroTouch Cloud 1 year ago. The transition was terrible. There was no support provided. I have lost thousands of dollars since this implementation. The software does not perform anywhere close to the expectations set during the "sale". Basic compliance reports are non-existent. When trying to reach billing or customer support, you have to stay on hold for hours, leave multiple messages, and keep calling until you can get someone on the line. Likely that person will not have an answer. I would not recommend this software to ANYONE. It will create more work for your staff, more work for the doctors, it will not support your basic daily needs. I feel like I was tricked into switching for a product that is not complete and not functioning.