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:08/14/2025

  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 signed up with 1st-Dragon/Computers Made Effective originally in 2024 and contracted with them to use Dragon Medical One (DMO) under a subscription basis. I signed a 1 year contract with them, which ended in February 2025 and converted to a continuing monthly subscription at a higher price. In April 2025, I reached out to them to see about transitioning from DMO to ********* Dragon Copilot (MDC), which was being release in May of 2025. I told them at the time that I planned on changing the Electronic Health Record (***) with which I used Dragon to AthenaOne, which is promoted as a launch partner for ***. *** cannot be purchased directly from *********, but has to be purchased through a reseller. A salesperson returned my inquiry and set up a phone call to discuss (this was recorded through my office phone system and I have attached the transcript). He understood my goals, but recommended DAX Copilot instead as MDC wasn't yet at full functionality. He said that 1st-Dragon does work with ********* and it would be an easy transition from using it with my current *** (AdvancedMD) to using it with full functionality with ******* I based my understanding of it's use on this video: ************************************************ and on the promotional materials on 1st-dragon.com . I have attached 3 jpegs from their website that indicate that it can transfer immediately to the **** which corresponds to the ******* video from the other vendor (Clinically Speaking). When I went to set up DAX with ******* I was then told that 1st-dragon's implementation of DAX does not have the capability to automatically transfer the notes to the *** regardless of which *** it is. I reached out to Clinically Speaking to see what might be done and they contacted 1st-dragon to see if my license from my new contract could be transferred to them since it didn't have the functionality that I requested. ******* contacted me to say that I was locked into the year contract. I want out of it, now.

  Business Response

  Date: 09/12/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay in our response, as we did not receive any prior email notifications from BBB regarding this complaint.
  
  After reviewing the concerns raised, we would like to clarify several points and address discrepancies noted in the submission:
  
  ****** Transcript
  The transcript contains numerous transcription errors that impact its accuracy.Despite this, the overall context of the conversation is clear. The customer initially inquired about Dragon Copilot, which at the time was expected to launch in May. As of now, it has not been released, and we anticipate availability in early 2026.
  The customer was specifically discussing DAX Copilot, which is the solution we currently offer. DAX Copilot is compatible with both ********** and ******* and we actively support customers using these platforms.
  
  ********** Details
  The customer executed the order form on May 27, 2025, and finalized the agreement through our billing portal on June 4, 2025. At that time, the customer agreed to a one-year term, which is the minimum contract length available for this solution. Based on these dates, the customer remains within the active contract period.
  
  3.JPEG Files
  The screenshots provided are accurate. With DAX Copilot, users can transfer notes directly into the **** This workflow was demonstrated to the customer during the free trial and onboarding. Its important to note that while the transfer is immediate, it is not automated. We do not offer, nor have we ever represented,a solution that automatically moves notes into the *** without user action.
  
  ******* and Commitment
  Before entering into the contract, the customer was offered a free trial, which included two training sessions and full support. This trial served as a proof of concept, allowing the customer to evaluate the solution and determine whether it met their needs. Dr. ****** completed the trial and subsequently confirmed his intent to proceed. If there were any concerns about the workflow,the trial period would have been the appropriate time to decline moving forward.
  
  5. ******* video
  The product shown in the ******* video appears to be from Clinically Speaking, a separate company with which we have no affiliation. This product was not mentioned during the call and is not part of our offerings.
  
  Summary
  The customer was provided with accurate information and given the opportunity to trial the solution before committing to a one-year contract. The signed agreement reflects that commitment. It appears the customer may have discovered an alternative solution after entering into the contract and is now seeking a way to exit the agreement.
  
  We believe the documentation submitted clearly demonstrates that proper procedures were followed and that no misrepresentation occurred. We remain available to provide any additional information or clarification as needed.