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:07/18/2024

  Type:Billing 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 had a deeply unsatisfactory experience with this company, particularly with their staff and manager **** who lack basic customer service skills. Two years ago, I was quoted $46.30 for the services I needed. However, when I received the contract, the price had increased to approximately $79.00. This discrepancy was resolved by my sales agent *****, who honored the original quoted price.A year later, $79 was automatically withdrawn from my account without my consent, causing an overdraft in my bank account. Upon contacting *****, I was informed that they could no longer honor the contracted rate and that my monthly fees needed adjustment. The call was escalated to the manager, **** who was extremely rude and unprofessional. He inquired about my income, profession, patient load, and other financial details, asserting that his company could not sustain the loss and that my payment was lower compared to other providers. Eventually, he agreed to maintain my monthly payment at $46.30, albeit with system limitations, which I accepted.Recently, on July 16th, I received an email at 11 pm indicating an immediate rate increase due to a reclassification of my status. This change was made without prior notification or detailed discussion. My contract clearly states a monthly fee of $46.30, with no mention of rate adjustments based on status changes. Despite this, the manager insisted on the new fees moving forward, with a "take it or leave it" type of attitude.I am unwilling to pay more than $46.30 for an outdated EHR system and poor customer service. I prefer to spend $79 for a quality system with various tools. This company has a history of unauthorized bank withdrawals which is unethical and unprofessional behavior, particularly from manager **** Their customer service is unacceptable. How can you honor a contract and then change the contract agreement verbally after two years??!!! This needs to be investigated immediately.

  Business Response

  Date: 07/25/2024

   

      Our monthly fee is determined by the number of individual clinical notes created.

      The number of notes create by this customer exceeds our allowed amount for part time use.

       As a consequence we are forced to move her from part time pricing to our unlimited user status.

      If the customer wishes to reduce their monthly expense a reduction in individual notes will be necessary.

      One way to reduce their note count would be to make one entry each week for each client and include a summary of observations.

      For example a weekly report could report clinical notations on every day that week.

      We hope that helps.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22005716
  
  I am rejecting this response because: This is unacceptable. This was not discussed when I signed up with Icanotes. You also need to discuss any changes with the provider first prior to accessing their bank account and making unauthorized charges. In addition, when I spoke with the manager, **** it was guaranteed that there will be no further unauthorized charges to my bank account and my rate would remain at $46.30 monthly. No one has contacted me to listen to my concerns or resolve this issue.This company has a reputation for horrible customer services and unauthorized charges to provider's account. This company is very unprofessional. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/26/2024

   

   

        Regrettably, we are unable to provide service to this customer based upon our cost to deliver.

   

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22005716
  
  I am rejecting this response because: As previously mentioned, this company has a history of making unauthorized charges to customers bank account. Two days ago, I was charged $75.30 without any notification of the amount regarding my new charges. Subsequently, I received an email and voicemail informing me that my account would be deactivated in 60 days, which in summary means that I must now find an alternative EHR system within that time frame. This appears to be in response to my efforts to highlight issues within the company and submit valid reports.
  
  Moreover, I did not consent to these additional charges, nor was I properly informed about the transition from part-time to full-time status, which the company is now using to justify cancelling my account. It is very unethical for the company to withdraw funds without prior notification or consent from the provider. As a professional and having been with this company for 2 years, I am deeply distressed by their behavior and treatment. This behavior demonstrates a lack of professionalism and ethics, treating providers in an unacceptable manner.

  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/04/2024

  Type:Billing 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.

  In the month of February 2024 I request to cancel my agency’s account with ICANotes. I received correspondence from them that the cancellation would occur on 3/14 and my agency would have access to the account prior to that date. I received an email from Maria *************** on 2/21/24 regarding the balance of the account. When replying to her email I informed her that I made an arrangement with the billing department to pay the balance in full before 3/14/24. She replied back acknowledging the agreement and stating that the agreement is noted with the billing department which is why it was not included on my cancellation request (Attachment 2). On 2/29/24 I received an email ( Attachment 1) from Ivern ****** stating that payment is needed within 7 days and if not the account would be placed in “read only” mode. My agency account was disabled on 3/1/24. When I called the support line, the representative confirmed my entire agency’s account has been disabled. When I inquired about why the account was not in “read only” mode she stated “She doesn't know why, but agreed it should have been”. When I asked about the contingency plan for these situations, she stated there isn't one. I also utilized the Chatbox for support ( Attachment 3) and the representative ( Jennifer) stated the same thing.Although I have an agreed payment arrangement, my agency’s account was still disabled. Although Mr. Ivern’s email demanded payment in 7 days he still disabled my agency’s account the very next day without giving me time to respond. Due to their actions my agency was not able to access patient information for their weekend appointments or enter patient documentation. I emailed the “CEO” at ************ however he didn't respond. I also have not received a response from Mr. Ivern. This business operations of this company is dangerous to patients and providers. It also impedes on the providers ability to perform necessary tasks to ensure the highest quality of patient care.

  Business Response

  Date: 03/14/2024

  Thank you for contacting us. We have been working with this customer due to their outstanding balances. The account was inadvertently disabled prematurely due to an error in our cancellation system. Upon identifying the oversight, we promptly reinstated their account without delay. It came as a surprise to us that the customer reported this incident to your organization, particularly considering our ongoing collaborative relationship.
  
  It's important to note that the customer had outstanding balances for the months of January and February, totaling $1,116.30. In an effort to mitigate any inconvenience caused by the account closure, we have decided to allow the customer to utilize our services at no cost for a specified period.
  
  Despite multiple reminders regarding overdue invoices, the customer has yet to settle the outstanding balance. Our platform enables customers to export their patient data at any given time at no charge with no developer involvement, ensuring they retain full access to their records. Upon discovering the account deactivation, we took immediate steps to rectify the situation, incurring additional expenses for our company. We remain committed to resolving any issues promptly and maintaining a positive relationship with our customers.The signed service agreement has been included. In the service agreement the customer signed, : In understand that it is my responsibility to print or download my records when I close my account as all records are deleted from ICANotes servers 3 months after an account is closed".