ComplaintsforChiroTouch

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We utilize their software for our chiropractic business to store patient information/scheduling etc. They offer an add-on service called "CTInTouch" which is a text messaging and emailing service to remind patient our of their appointments. The service quit working in August of 2023. We were not made aware of this issue by Chirotouch and had to find out through patient complaints as they were not getting their appointment reminders. I have called in several times, filed a case with them, and have spent hours trying to resolve the issue. We now pay two other companies to handle the messaging and we are still being charged by Chirotouch $94.95 a month per office (we have 2). I am told every time I call that they can't help me and a manager will call me back and I have heard from no one. This has been going on since October 4th 2023.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called to cancel my monthly maintenance in July. No one called back. I tried monthly, each time they said someone would call me back. Then I finally got an email saying they needed a signature, I had questions. Those questions went unanswered and they continued to charge me for 6 months a service I thought was cancelled. The discount for the year is $1200, they charged me $179 a month for 6 months.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Due to a breach of contract, I would like to terminate my Chirotouch subscription.Per the agreement under Primary Maintenance and ******* Services, Chirotouch is to provide live chat support during business hours between 5am and 5pm. All of my calls were placed to Chirotouch during the business hours stated. I have called for support eight times [date and times listed below]:Oct 6th 1:24pm Oct 20th 1:35pm Oct 10th 3:28pm Oct 20th 1:36pm Oct 11th 4:41pm Oct 20th 1:37pm Oct 11th 4:43pm Oct 11th 4:46pm I was able to reach a live person twice. On Oct 11, instead of a live person, a recording instead came on and state, no person was available, and hung up on me. To reach a live person I had to call multiple times and multiple departments. The first time my call was answered, I was told that they would make a note of the call and that someone would return my call. After ten days, I continued to not receive a call back, but I made more calls that were not answered by a live person. When I called again and reached an operator, she stated that she saw the note of my call and that they have been very busy and unable to respond to calls and that it may be a while until I get a call back. After writing two emails, on November 2, ***** from your retention team, called me. He stated to me as well, Yes, we have been very busy and unable to pick up calls and it is taking time to get back to people. This service is not what I need nor what I expected.Chirotouch contract states live chat support during business hours, business hours are 5am -5pm, and it is not being provided. Chirotouch is in breach of contract by not providing good customer service, live chat support and not responding back. Despite my many contacts expressing stating to cancel, they continue to withdraw from my account. I want them to cancel service immediately.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought the Chiro touch about 10 years ago, because the sales person told me the Govt. will reimburse all the money. When I signed the contract, after that, I found out that I am not eligible for the reimbursement because I am not treating certain number of ******** patients, and I was not aware of this situation and the sales person did not tell me about this. I took the big blow and stayed quite.But today 12/1/23 the program is giving an error message, and after talking to Chiro touch people the are saying that in the beginning they gave me a free version of ********* SQL. and they will only help me if I sign up with a support agreement with them. After taking more than ****** dollars I found out that they gave me a free SQL version. I am not sure why they charged me that much of money at first. There is no customer support, one person gave a fullish car story that If I bought a car 15 yeas ago then how it can run the same.I really want to know why they lied to me at first place when they sold the program and now they are handcuffing me to stay with them by buying an expensive support service.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've called at least 8 times, asking for an explanation of the increased billing (added $200 from the previous months). I've been given the runaround every time. They tell me that a supervisor or manager cannot come to the phone, and tell me I'll have a call back within 48 hours. I've gotten zero calls back.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been using chirotouch classic for a few years. Their salespeople pitched me chirotouch cloud. I decided to pursue it. When I signed up I was told I would ONLY be paying for cloud as I made the transition. Several months later I was surprised to notice that I had been charged monthly for BOTH services. I tried to call chirotouch but could not get a human. I tried to email them but my email was rejected by their server. I finally reported the charges as fraud to my bank and had the charges reversed. As per our agreement, I had been paying for cloud services the whole time. Chirotouch then sent me emails saying I needed to cancel classic in writing. I've now sent them 3 emails saying I want to cancel. Now they're threatening to suspend my service on cloud, which I've never missed a payment for, unless I pay them all the back months of classic which they had told me would not be charged when cloud services started. It has been incredibly frustrating to 1)be charged for a service that I should not have been, 2)not be able to get hold of them to resolve the issue, and 3)have them threaten to suspend the service I've been paying for. I'm extremely disappointed.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We entered into an agreement. I paid a deposit for medical billing services. After they received my deposit, they changed the parameters of the service. I was not willing to move forward. I was assured from sales people and supervisors that we could go back to the original agreement. Then after weeks they said that they would not return to the originally agreed upon agreement. I asked for a refund of my deposit. They stated that they would send it to a executive committee. It was determined that they would cancel the agreement but NOT refund my deposit.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I originally signed up for ChiroTouch in April of 2023. After a lengthy onboarding process we went live with the cloud based version of the softwarein June. The enrollment with their billing company was a nightmare and led to hundreds of denials because they put the wrong NPI number in the rendering NPI and Billing NPI boxes. They couldn't figure out a fix so approximately a month later, I cleared all of the numbers out and set it up correctly myself. Four months later that is still not completely resolved.Their customer service is horrible. They would schedule calls with our office on our day off. I would have the staff come in, pay them to sit, and the call would never come. This happened four separate times. The only thing they say is that it isn't their fault and it's a software glitch or a management issue...their software and their management...again not their fault. When I asked (sarcastically) for a reimbursement for time wasted, they formally denied my request stating their investigation found...they were not at fault.ChiroTouch routinely goes down but they assure everyone their team is working on it. Just today the patient search function disabled which renders the software useless. At the same time, their system sent 4 copies of each EOB into our software...4 writeoffs, 4 payments entered...for each patient.Suffice to say, this was the biggest mistake I've made in the history of our 42 year business. I would encourage everyone to avoid this company at all costs as they are the absolute worst company I've ever dealt with. There is a reason they have an overall rating of "F" from the better business bureau.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On June 6, 2023, we began discussion with ChiroTouch to implement their software. On June 29, 2023, *************************** sold me on the software and stated she needed payment information, however, we would not be charged until we went live.Since June 29, the Chiro Touch team has dropped the ball in helping us get set up, including a NCNS appointment by ********************* and numerous un returned emails with questions on how to set up the software.Numerous days have been spent attempting to set the software up myself with zero help from Chiro Touch. We are still unable to go live and have never activated the software to go live yet. However, on 9/5/23 and 10/5/23, we were charged the full $249 monthly fee.I have personally reached out numerous times to: ***************************, *********************, ***********************, Data Conversion Team, Support Team, and the Onboarding Team for assistance. No one has every gotten back to me.Therefore, we are being unduly charged for a service we are not receiving based on false pretenses. 100% of conversations and initial sales emails are completely documented.

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