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:08/27/2026

  Type:Product 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've been using RXNT for my practice for the past few years. I was always being charged $45 a month on a month to month basis. Then all of the sudden on August 15, 2026, I get a HUGE charge of $1330.00 I complained and complained but all they did was send me a note stating that I would pay per my contract. BUT my contract was a monthly payment plan and it was only for $45 and I didn't agree to pay for more than 1 doctor. ALL OF THAT fell on deaf ears it seems. I got one of my large corporate partners involved and they couldn't get RXNT to REFUND anything, say sorry for changing the terms out of no where WITHOUT notice and still kept my money saying it would transfer over to the following years. That means, I pre paid for TWO years since I can't get a refund from them and my corporate partner is covering one of my doctors. I feel SOOO shafted by this REMOVEDand their business practices. I have never ever been had a term of business changed on me like this and I didn't sign any paperwork acknowledging this change. I have since changed my company credit card number and CAN NOT recommend this company to anyone in my field of practice. This is so bad on so many levels. DO NOT recommend. Deceptive! Stay away.

  Business Response

  Date: 08/31/2026

  Thank you for taking the time to share your experience with RXNT. We take all customer concerns seriously and appreciate the opportunity to clarify the details regarding your account and subscription billing.

  Under Luxotticas updated agreement, all Associated Multi-Provider Practices were required to transition to an annual billing model in order to remain eligible for REMOVEDlicense funding credit. Under this arrangement, REMOVEDfunds the cost of one (1) REMOVEDlicense for affiliated practices, while the practice remains responsible for any additional licenses and fees associated with the account.

  As outlined in the signed Multi-Provider Practice Luxottica Letter, if REMOVEDdoes not promptly remit payment to RXNT for the REMOVEDlicense credit, the practice assumes payment responsibility for that license. Because REMOVEDpayment had not been received at the time of billing, both active licenses on the account were billed to the Customer.

  To resolve the discrepancy, RXNT has issued and applied a credit to your account covering the cost of the second license. Going forward, any questions from the Customer regarding REMOVEDlicense funding or payments can be coordinated directly with REMOVED
  

  
  

  Customer Answer

  Date: 09/01/2026

   
  Complaint: 25208023
  
  I am rejecting this response because: 1. Yes, that agreement was with REMOVEDfor their 1 covered access REMOVEDper location but my complaint is with my second REMOVEDaccess that I personally pay with rxnt. When i signed up my second REMOVED, which was me, I was told a price of only $45, per month and i would pay that monthly. No one told me in writing or orally, that I would be switched to being pre paying for an entire year at a increased rate of $55 a year. Show me that signed contract with those explicit terms for my side, not the luxottica side.  There isn't one because j would have rejected those direct terms.  That is the problem I have with this situation  
  
  Sincerely,
  
  J REMOVED

  Business Response

  Date: 09/04/2026

  We understand your frustration regarding the recent billing adjustment and the transition to an annual billing model. The move to an annual model and the adjustment in monthly rate (from $45 to $55) were direct results of the updated terms with Luxottica. 

  We have applied a refund to your account to resolve the billing discrepancy for the license you were not responsible for. Our team is currently evaluating solutions to address your complaint while ensuring we meet our obligations under REMOVEDterms. A member of our team will be reaching out to you directly with further information.
  

  
  

  Customer Answer

  Date: 09/11/2026

   
  Complaint: 25208023
  
  I am rejecting this response because:  The new terms were not disclosed to me as I have a separate contract with RXNT for my extra doctor regardless of my affiliation with Lens crafters.  So any price increase for me on my side should have been disclosed to me before charging me a full year up front of a new rate.  To resolve this, I would like to be reimbursed the extra rate of $10 per month as I was never told about this increase and make it a note that any future increases must be told to me and get it signed by me before becoming effective.
  
  Sincerely,
  
  J REMOVED

• Initial Complaint

  Date:08/13/2026

  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 am filing a complaint against RXNT regarding deceptive cancellation, onboarding, and billing practices. RXNT creates the false impression that its services can be managed month-to-month, while hiding restrictive annual auto-renewal terms that lock small practices into costly obligations.Misleading Renewals: RXNT sends monthly reminders that function as billing notices rather than opportunities to cancel. The actual policy requires written notice at least REMOVEDfor another full year. By the time customers realize this, REMOVEDclaims they owe an entire year of fees. Furthermore, RXNT forces users into a proprietary portal to view cancellation replies, stalling urgent communications.Onboarding Failures: During account setup for REMOVEDRXNT failed to properly manage my account status. Consequently, I paid full fees for four months without receiving proper REMOVEDreimbursement because RXNT failed to complete the necessary setup compliance.

  Business Response

  Date: 08/17/2026

  Thank you for sharing your perspective regarding your experience with RXNT. We appreciate the opportunity to address your concerns. 

  RXNTs enrollment process is designed for transparency, with pricing and terms that are readily available to the Customer. During REMOVEDenrollment process (REMOVED), the Customer agreed to and accepted our Terms of Service. As outlined during the Customer Enrollment process and in our Terms of Service, all contracts are annual commitments, with the option to pay monthly or annually. Additionally, as stated in our Terms, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the Terms that the Customer agreed to during their enrollment in 2024 is available here: REMOVED

  We also email a copy of the order summary to the person who enrolled, using the contact information they provided at the time of enrollment.

  Regarding the proprietary portal, we use this approach due to the sensitive nature of our services. It is designed to help protect the practice and its patients.

  We would also like to clarify some details surrounding reimbursement. This client was affected by the Change Healthcare outage, which exacerbated difficulties with the clearinghouse. Reimbursements were delayed due to a setup issue with the Clearinghouse and incorrect billing from the providerneither of which RXNT controls. Our team took the necessary steps to help the provider resolve the issue and contact REMOVED, which has since been completed.

  Our priority is helping all customers access and use our platform successfully. Should the customer wish to proceed, REMOVEDremains willing and able to provide services to the Customer.

  Thank you,
  REMOVED
  

  
  

  Customer Answer

  Date: 08/18/2026

   
  Complaint: 25158961
  

  I am completely rejecting RXNTs response. Their reply relies on a generic, deflection-based canned response that completely evades corporate accountability.
  I made every possible good-faith effort to work with RXNT's software, but it proved to be incredibly difficult and counter-intuitive to operate. Ultimately, my business has closed, and we have retired. We are no longer doing business or seeing patients. Despite the fact that our operational entity no longer exists, RXNT is aggressively forcing us to keep paying for a software system we cannot legally or practically use.
  Furthermore, RXNTs attempts to blame a third-party partner for the four-month delay in our REMOVEDreimbursements is unacceptable. My contract is with RXNT. They are entirely responsible for the vendors they choose to integrate into their system. That devastating four-month delay severely disrupted months of operations.
  A review of the Better Business Bureau platform shows this is a systemic pattern. There are at least 25 similar complaints filed against RXNT outlining predatory billing practices, difficult software, and unhelpful customer service.
  I demand that REMOVEDimmediately stop charging my account, cancel any active billing agreements due to business closure, and confirm the permanent cancellation of this
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 08/20/2026

  We are providing excerpts of the terms that the Customer agreed to, and any deflection is in line with and due to those terms.

  We understand that the Customer has since closed their practice. However, the closure of the practice does not alter the contractual term or the termination requirements to which the Customer agreed. We understand that the terms may feel rigid, however, it is company policy to apply the same terms consistently across all customer accounts.

  While we recognize these terms may be frustrating for providers whose circumstances have changed, neither the terms themselves nor their application are predatorythe annual commitment is clearly presented in our agreements, is voluntarily agreed to, and is a common contractual agreement across our industry and many others. We never intend to cause frustration for our providers, and we sincerely value every customers relationship with REMOVED.

  This Customer, in particular, was affected by the Change Healthcare outage in 2024, which impacted most of the healthcare industry. Again, reimbursements were delayed due to a setup issue with the Clearinghouse and incorrect billing by the providerneither of which RXNT controls or is responsible for. Tens of thousands of healthcare providers and practices across the industry were severely impacted by the Change Healthcare outage, and our team made exhaustive efforts to support our customers throughout and beyond this industry-wide challenge. We took all necessary steps to help the Customer navigate the specific issue they encountered and contact Relay Health, and the matter has since been resolved.

  Although we cannot provide the resolution that the Customer is seeking, we hope they can understand that we have a responsibility to adhere to our agreed-upon terms.

  Customer Answer

  Date: 08/21/2026

   
  Complaint: 25158961
  
  I am rejecting this response because: Your organization recently issued an automated billing notification explicitly stating that my subscription for 'Full Suite and 5 more products' would automatically renew. Your billing department has repeatedly refused cancellation demands, hiding behind an annual commitment clause in Section 8(a) that purportedly requires a 60-day advance notice. This position is legally and mathematically untenable.
  Your automated system transmits these 'renewal' notifications to customers exactly three (3) days prior to execution. By issuing an official renewal notice every 30 days, your system operationally establishes a month-to-month billing term. It is a legal impossibility to demand a 60-day advance cancellation notice for a contract that contractually resets and renews every 30 days. Furthermore, attempting to enforce a strict two-month deadline while intentionally withholding the renewal notice until 72 hours before processing the charge constitutes a material breach of the implied covenant of good faith and fair dealing under Maryland law, rendering the clause completely void.
  Independent of this billing defect, RXNT committed a prior material breach of performance during our active operational cycle. Your software pipeline failed to deliver an operational clearinghouseintegration, causing a devastating four-month delay in REMOVEDreimbursements. While your company attempts to deflect liability onto Change Healthcare, my contract is solely with RXNT. This catastrophic failure of your platform directly disrupted our cash flow and forced the permanent liquidation of the medical practice.
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 08/30/2026

  I submit this statement as additional evidence that RXNT represented the parties' agreement as a one-year contract payable on either a monthly or annual basis, without disclosing any automatic renewal in the sales communication. I respectfully request that this evidence be considered in connection with the disputed renewal and RXNT's continued payment demands.
  Central Issue
  The relevant sales representation described the arrangement as a one-year contract and stated that payment could be made either monthly or annually. The communication did not disclose an automatic renewal provision,although such a provision appears to have been included later in fine print during the online signing process.

  Evidence
  The following email from REMOVED, RXNT's Regional Sales Manager, states that the contract term was one year:
  REMOVED<REMOVED> Jan 31, 2024, 10:10?AM
  to me
  
  Hey REMOVED, you can choose to pay monthly or annually. However, either way there will be a one year contract as there are no upfront costs. We allow you to pay monthly as sometimes for start REMOVEDit is easier for them than to pay for the whole year at one time. If paying annually it is roughly 10% cheaper. You can find all of our pricing on our page as well.I hope this helps. 
  REMOVED
  Regional Sales Manager | RXNT
  + REMOVED |  REMOVED |  REMOVED
  REMOVED
  
  
  Ongoing Issue
  Rather than addressing the dispute directly, RXNT has continued to send encrypted payment-reminder emails that require account sign-in and are issued shortly before the renewal date. These notices appear to treat the renewal obligation as recurring, notwithstanding the absence of clear disclosure in the sales communication.
  Business Impact
  RXNT has not engaged with me directly to resolve this matter and has instead relied on automated payment communications stating that payment is required. This is particularly significant because, during the first four to five months of the contract term, I received no payments or reimbursements and was required to self-sustain my business operations.
  I also reiterate that I have retired, the business is closed, and the business no longer has an active practicing physician.
  Requested Remedy
  For these reasons, I respectfully request that RXNT confirm in writing that no further payment is owed under the alleged renewal term  and treat the agreement as having ended. 

  Business Response

  Date: 09/02/2026

  We ask that this response be considered collectively alongside our prior responses to this Complaint. 

  Regarding the specific points raised by the Customer in his two most recent complaints, we offer the following clarifications:

  Contractual Terms: The chosen billing frequency (monthly vs. annual) does not alter the underlying annual term of the agreement or the contractually defined requirements for a non-renewal notice. Automated billing notifications are standard financial communications; they do not constitute a modification of the contract, which would require a separate written agreement signed by both parties.
  
  Performance: The difficulties encountered regarding clearinghouse integration and REMOVEDreimbursements were tied to industry-wide outages and clearinghouse configurations, which are outside of RXNTs direct control, as explained previously. 
  
  Sales Representations: While we regret any misunderstanding the Customer may have had regarding the initial sales conversations, the Agreement, accepted on April 26, 2024, governs the terms of service, which clearly outline the annual commitment and auto-renewal policy.
  
  As stated previously, our pricing, terms, and billing policies are clearly presented and accepted during the enrollment process. By signing up for our services, the Customer explicitly affirmed that they had read and understood these terms. It is the Customers responsibility to review any agreements it enters into, and RXNT cannot assume liability for Customers failure to do so. 
  

  We remain committed to honoring the terms that all parties voluntarily agreed to upon enrollment, and we respectfully request that the Better Business Bureau consider this matter resolved.

  Customer Answer

  Date: 09/10/2026

  
  
  
  
  Good morning, Crystal.
  I am attaching:

  a copy of voicemail requesting Guidance as to how we cancel and reply email that was received  prior to the certified letter. This was communication during the time that we thought we had a month-to-month agreement.
  a copy of the certified letter we sent to RXNT
   a copy of articles of cancellation for our company

  Summary of relevant communications and evidence:
  
  From REMOVED,REMOVED
  To Business Hours, 8a - 8p (Ext. 8005) (Auto Receptionist)
  Forward To Customer Success (Ext. REMOVED(Call Queue)
  Duration 00:49
  
  Voicemail Transcription
  "Hello, my name is REMOVED. I represent REMOVEDMedical. We are a current customer. We have the full suite package. And, we are winding down the business. Actually, we have closed the business, and I want to discuss The next step as to maintaining our records? And, whatever else you can recommend, please call me back at REMOVED. Thank you. It's, 1140 on a Thursday morning. And that's all I have to say right now. Thank you. "
  
  Received a reply from REMOVEDon April 10th
  REMOVED
  April 10, 2026 at 1:03 PM
  Dear REMOVED, 
   
  Thank you for reaching out and providing us with your feedback we truly appreciate it.
   
  To streamline the cancellation request process, please have your billing contact follow the link to the guide below. This will walk you through submitting a formal request to our Accounting team to cancel your account prior to your next renewal date:
  Cancel subscription
   
  If you change your mind or require additional access in the future, please dont hesitate to contact us at REMOVEDteam would be happy to assist you.
   
  Thank you again for being a valued part of RXNT!
   
  
  REMOVED
  Customer Success Representative  |  RXNT
  Cancellation Request Notice

  Regards.

   REMOVED

   REMOVED

  
  

• Initial Complaint

  Date:08/11/2026

  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 a contract for REMOVED. My issues are the following:1) during sales presentation, I asked about telehealth options. I was told they provided their own. Fast forward, I sign up for services and then told I needed to get a REMOVEDaccount. No apologies when I confronted them with the issue. Signed up for REMOVEDonly to have to pay for the full benefits of the account. The non-paying account limits # of daily visits.2) started onboarding process. Could not complete bc my business address was not uploaded to NPPES/CMS. This process took more than one month. They were fully aware of this bottleneck but still continued to bill me despite me not being able to access the software. I complained in writing. They refused to reimburse me for services NOT rendered

  Business Response

  Date: 08/12/2026

  Thank you for taking the time to share your experience with RXNT. We take all customer concerns seriously and would like to clarify details surrounding the situation. 

  As you previously discussed with members of our team, your subscription and billing began in accordance with your signed agreement. We recognize that the delay caused by the NPPES/CMS verification was out of your control, as well as the frustration it caused. Similarly, RXNT has no control over the pending verification with NPPES/CMS. As soon as the necessary verifications are completed, our team will be standing by to assist with further steps in the onboarding process.

  To address the time lost due to the pending verification, we have extended your onboarding period beyond the standard 60-days at no additional cost, providing weekly coaching sessions and implementation support as needed.

  To reiterate what was discussed during your call with our Sales team, REMOVEDoffers a free, HIPAA-compliant tier that integrates via RXNTs VideoBridge platform and includes all the necessary functionality to conduct telehealth appointments. You may also use other options, like Zoom or VSee, if another solution better suits your needs. 

  As outlined within both the enrollment process and RXNTs terms of service, all contracts are an annual commitment. During RXNTs enrollment (REMOVED), the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided. Our team acted in accordance with our established terms and has been proactive with outreach in support of the Customers onboarding process from the moment of enrollment.

  Our goal remains the sameto help you successfully onboard and implement RXNT, and ensure you have the opportunity to fully utilize the platform with the additional time and guidance we have offered.

• Initial Complaint

  Date:08/10/2026

  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 am filing this complaint regarding RXNTs customer service, billing practices, and unwillingness to work with our practice during an extraordinary hardship. Our practice experienced the devastating loss of one of our therapists. During this difficult time, we contacted RXNT to explain our circumstances and requested reasonable accommodations regarding our account. Rather than demonstrating compassion and a willingness to work with us, RXNT was inflexible and unwilling to consider a fair solution despite the significant changes to our practice. We have continued to be billed for multiple providers even though our staffing has changed substantially. Despite our efforts to discuss these changes, RXNT has not been willing to modify our agreement in a way that reflects the current needs of our practice. Instead of partnering with us during a difficult transition, RXNT chose to rigidly enforce its policies without meaningful consideration of our circumstances.I am requesting the following resolution:1. Removal and waiver of all fees associated with the three providers who are no longer utilizing RXNT services.2. Cancellation of the current multi-provider agreement without additional penalties. With a new contract that reflects our current practice size, consisting of only one active provider.4. A review of our account to determine whether any charges incurred after we notified RXNT of our hardship should be credited or refunded.I believe these requests are reasonable given the significant and unforeseen circumstances our practice has experienced. My goal is not to avoid paying for services we actively use, but to establish a fair agreement that accurately reflects our current practice while resolving charges that resulted from circumstances beyond our control.I hope RXNT will use this opportunity to work with us in good faith and reach a fair resolution.

  Customer Answer

  Date: 08/11/2026

  I have asked again for some form of hardship assistance and access to patient records. I am the only provider that is currently with my clinic anymore and they refuse to work on me with the other 3 provider accounts being removed. I am in an extreme hardship and cant afford the $1345 a month for 3 providers that are no longer at the office and now they are refusing to give access to my patients records unless I pay the $1345. 

  Business Response

  Date: 08/14/2026

  Please accept our sincere condolences on the passing of your colleague. Our thoughts are with you, your team, and everyone affected during this difficult time, and we appreciate your patience.

  Our team has been in direct communication with the Customer, and we are actively working toward a resolution. We will continue to communicate with the Customer directly to ensure their needs are addressed. We are committed to working with the Customer to find a path forward that supports the practice and its patients.
  

  
  

  Customer Answer

  Date: 08/17/2026

   
  Complaint: 25143633
  
  I am rejecting this response because: although I have been in contact with the company on Wednesday 8/12 and they have accepted my proposal. They have not completed the new contact and I still do not have access to the REMOVEDI will accept the response when this has been fulfilled. 
  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 08/19/2026

  
  I am still having issues getting this resolved. I have NOT received a new contract yet and I have asked for my patient records which they have stated can't be accessed unless I pay the $1300 balance:

  Savanna Tasler Tue, Aug 11, 12:22?PM (8 days ago) to me, Marcia 
  
  Hello REMOVED,

  If you need access to your account to retrieve your data and records, a payment will need to be made to reactivate your access to the platform. Please let us know if you have any additional questions.

  
  Thank you, 
  REMOVED
  Customer Success Associate
  REMOVED  |  REMOVED
  REMOVED

  After speaking with REMOVEDon Wednesday, August 12th she sent the following email: 

  REMOVED<REMOVED> Thu, Aug 13, 7:35?AM (6 days ago) to REMOVEDme 
  Good Morning,
  Thanks for getting on the call with me. 
  You should be receiving a new subscription summary for only 1 license. Once this is signed, we can reduce the license quantities from 3 to 1. Additionally, we will extend a credit for the provider who passed away for your June and July invoices (as we were notified on June 14th).
  Do not hesitate to reach out if there is anything else we can help with during this transition.
  
  Best,
  REMOVED
  Customer Success Director | REMOVED
  REMOVED  |  + REMOVED  |  REMOVED
  REMOVED

  I have continued to reach out via phone, text, and email on a daily basis as it has now been 7 days since I was told that a new contract would be sent. Yesterday I received the following email:

  Savanna Tasler Tue, Aug 18, 2:11?PM (18 hours ago) to REMOVED, me 
  Hello,
  Upon review, it appears that the subscription addendum is in the final stages of review. Once approved, it will be sent directly to you for signature. We will also provide you with an update on this request at that time.
  
  Thank you for your continued patience.
  
  Best,
  REMOVED
  Customer Success Associate
  REMOVED  |  REMOVED
  REMOVED

  This morning I still do not have a new contract, I can not access my patient's records, and have not received a response to my email from this morning asking for an update. 

  Business Response

  Date: 08/21/2026

  Our team has been in direct communication with the Customer this week, and we will continue to communicate directly to ensure their needs are addressed. We are committed to working with the Customer to find a path forward that supports the practice and its patients.

  Business Response

  Date: 08/21/2026

  This Customer chose not to pay originally (outstanding balance), which locks them out of their account. Since they are locked out, they can't bill. The Customer needs to settle their outstanding balance before regaining access to the account & before the new agreement (which we are doing as an exception) can take effect. The new contract was sent to the Customer on 8/20/26
  
  Response from the Customer (8/21): 
  I do not have the $1340 to pay for July since I havent been able to bill anything.
  
  Response from RXNT (8/21): 
  Hi Dr. REMOVEDcompletely understand that this has been a difficult situation, and we recognize that the circumstances have impacted your ability to bill. That is why we have been willing to make several exceptions and accommodations outside of our standard agreement.
  
  That said, we do need to distinguish between the financial circumstances you're experiencing and the services and licenses that remained active on your account.
  
  For July, we have already excluded the license for the provider who passed away by extending a $646 credit to your account for both June and July. With that credit applied, the remaining amount due would be approximately $694 for the month of July. 
  
  The other provider licenses remained active on our system during July and were not deactivated. As a result, we continued to incur the associated costs for those active licenses. Under the agreement, those licenses remain billable regardless of whether they were actively being used for billing during that period.
  
  We have also already taken the additional step of voiding your August invoice and reducing your account from 3 active licenses to one going forward, despite the standard requirements in the agreement for making those changes.
  
  We truly are trying to work with you and have made several accommodations here because we understand the circumstances. We are not asking you to pay the full amount originally invoiced for July and August - we have already reduced the balance substantially through the credit we are providing, voided the August invoice, and reduced the license count. 
  
  We hope you can appreciate that we are doing everything we reasonably can to help while also needing to account for the costs we incurred during the period those licenses remained active.

  Customer Answer

  Date: 08/26/2026

  Yes that is correct. I only asked that they apply the credit now so that I can get access to the account. 

  Business Response

  Date: 08/28/2026

  Our team has been in direct communication with the Customer this week and has since resolved any pending concerns. We will continue working with the Customer directly to find a path forward that supports the practice and its patients. 
  
  

• Initial Complaint

  Date:07/29/2026

  Type:Product 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 am filing this complaint regarding RXNT's refusal to refund my initial subscription payment of $325.39, despite canceling almost immediately after onboarding and never implementing or using the software in my practice.On June 2, 2026, I registered with RXNT. On June 8, 2026, I participated in an onboarding meeting and realized the platform's workflow and operational structure differed significantly from what I understood during the sales process for my solo cash-pay telehealth practice. The scheduling workflow and implementation did not meet my practice needs.I declined any further activation or implementation. On June 9, 2026, I submitted a written request to immediately cancel my subscription and requested a full refund.RXNT acknowledged my request and later confirmed in writing, "Your subscription to RXNT has been successfully canceled." My case (#REMOVED) was also closed and marked "Solved."The software was never placed into clinical use. No patient records were migrated, no implementation was completed, and I received no meaningful benefit beyond the initial onboarding discussion.Despite acknowledging my cancellation, RXNT declined to refund my payment. I also disputed the charge with REMOVED. During that process, RXNT indicated my subscription remained active, which appears inconsistent with its written confirmation that my subscription had been successfully REMOVEDa new solo practice owner, this experience has caused stress and anxiety during what should have been an exciting time of launching my business. I made every effort to resolve this matter promptly but have been left paying for a service that was never implemented or used.I respectfully request a full refund of $325.39 and written confirmation that my account is permanently closed, no further charges or collection efforts will be made, and I have no remaining financial obligation.I have retained supporting documentation and can provide it upon request.

  Business Response

  Date: 07/30/2026

  Thank you for taking the time to reach out to our team. We take all customer concerns seriously and would like to clarify some details about the situation.

  Our records indicate that the Customer completed their REMOVEDenrollment on June 2, 2026, after which our team began the onboarding and setup process in collaboration with the Customer. On June 9, 2026, the Customer requested to cancel their subscription and receive a refund of their initial payment. Following the request, our team has made multiple inquiries to understand and resolve the Customers concerns and discuss a path forward.
  

  As outlined within both the enrollment process and RXNTs terms of service, all contracts are an annual commitment. During RXNTs enrollment (REMOVED), the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:
  

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."
  

  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided. While we understand that the Customer reconsidered their decision, we are acting in accordance with the accepted terms and are therefore unable to offer a refund. 
  

  Furthermore, the cancellation notice sent to the Customer confirmed that their subscription will not be renewed for another annual termit does not constitute a cancellation of their current subscription window or nullify the agreed-upon terms of the contract. 
  

  Again, our priority is helping all customers successfully access and utilize our platform. Should the Customer wish to proceed with onboarding as planned, our team is standing by to guide them through the process and to ensure a smooth experience with our software into the future.
  

  Thank you,
  RXNT

  Customer Answer

  Date: 08/01/2026

   
  Complaint: 25101662
  
  I am rejecting this response because:

  I respectfully disagree with RXNT's response and appreciate the opportunity to clarify the circumstances surrounding my cancellation request.
  RXNT confirms in its response that I enrolled on June 2, 2026, and requested cancellation on June 9, 2026. There is no dispute that I requested cancellation immediately after the onboarding session and before implementation of the software into my practice.

  Prior to enrolling, I specifically asked REMOVEDand REMOVEDabout the cancellation policy because I wanted to understand my options before making a financial commitment. Based on those discussions, I understood that I could cancel within 60 days if, after onboarding, I determined the platform was not a good fit for my practice. That understanding influenced my decision to enroll.

  During the onboarding session, I learned that the platform's workflow, implementation process, and overall functionality differed from my understanding during the sales process. I was also not informed during the sales process that additional onboarding or implementation services could result in additional costs. Once I understood how the system would function within my solo cash-pay telehealth practice, I realized it was not suitable for my needs and immediately decided not to proceed.

  Because I was no longer comfortable moving forward, I requested cancellation immediately. I declined to continue with implementation and did not sign any additional implementation documents. No patient records were migrated, no patients were scheduled or seen using RXNT, no prescriptions were issued through the platform, and the software was never placed into clinical operation. I received no meaningful benefit from the subscription beyond the initial onboarding discussion.

  I also respectfully disagree with RXNT's interpretation of its cancellation confirmation. I received written confirmation stating, "Your subscription to RXNT has been successfully canceled." Although the email stated that my access would remain active until the end of the current billing period, it did not explain that canceling immediately after onboarding, before implementation or meaningful use, would still leave me financially obligated for the full annual subscription. That explanation is being provided only after I requested a refund.

  While RXNT relies on the language of its agreement, my concern is whether it is fair to retain the full annual subscription fee after a customer cancels within days of enrollment, before implementation is completed, before any clinical use occurs, and before any meaningful benefit is received. RXNT's response does not dispute these facts. Instead, it relies solely on its interpretation of the contract while failing to address the circumstances that led to my immediate cancellation.

  I acted promptly and in good faith as soon as I realized the platform was not appropriate for my practice. Had I continued with implementation or used the software in my practice, I would understand RXNT's position. However, that is not what occurred here. I respectfully request that RXNT reconsider its position and issue a full refund of my $325.39 payment so this matter may be resolved fairly and amicably.
  
  Sincerely,
  
  REMOVEDIheuwa

  Business Response

  Date: 08/04/2026

  Thank you for your response. We have made significant efforts to investigate and assess the contents of this complaint.

  Because the client voluntarily signed a Subscription Agreement and accepted our Terms of Service, they are bound by those terms and are ineligible for a refund. As stated previously, all policies related to our subscription and cancellation are clearly outlined in the Terms of Service/Customer Agreement that the Customer signed during the enrollment process. Although the Customer selected a monthly payment plan, which we offer, all standard subscriptions are a 1-year commitment. 

  Terms related to this annual commitment are specifically described in Item 3 of the Important Notes section of the Subscription Summary the Customer signed, which reads: You agree to a 1-year subscription term, beginning on your Onboarding Start Date, that automatically renews for 1-year terms unless you cancel within the RXNT product at least sixty (60) days in advance of your renewal date. This was also directly noted in an email from an RXNT sales representative sent on May 15, 2026, a portion of which reads: Contract Terms: All subscriptions require a standard 1-year commitment. We have reviewed emails, meeting transcriptions, recordings, and other correspondence following this complaint, but we have not identified any instances of RXNT employees misrepresenting these contract terms. 

  Furthermore, our team thoroughly clarified our products capabilities multiple times throughout the sales and onboarding process based on the Customers specific questions. The Customer was also provided extensive documentation and information to ensure they understood the products capabilities. Following the cancellation request, we have made repeated efforts to reach out to the Customer and address their concerns during and for the agreed-upon commitment period.
  

  RXNT does its best to set up and onboard customers as quickly and successfully as possible; however, the process requires mutual cooperation and communication. This onboarding period is noted in Item 1 of the Important Notes section of the Subscription Summary signed by the Customer, which reads: For Full Suite, a complimentary 60-day Standard Onboarding Period is provided. Any Additional Onboarding Period may be subject to a fee. Our records indicate that RXNT representatives also noted the 60-day onboarding period during a sales demonstration with the Customer on May 19, 2026. 

  As outlined above, customers can request cancellation of their subscription within the RXNT dashboard or in writing up to 60 days prior to their annual automatic renewal date. Receipt of this cancellation request by our team means the current subscription will run its course and neither party will take on subsequent obligations for another annual term. To reiterate, neither the Customer submitting this notice to REMOVED, nor REMOVEDproviding the Customer confirmation of receipt, constitute a cancellation of the annual commitment that is outlined in the Customers signed Agreement. 

  Again, we assert that weve made a good-faith effort to assess and resolve this matter, and we look forward to the Customer working with us to continue onboarding and implementation for the medical software they enrolled with.

  Business Response

  Date: 08/04/2026

  Please find for reference the Customer's signed Subscription Agreement, referenced in our other responses.

  Customer Answer

  Date: 08/05/2026

   
  Complaint: 25101662
  
  I am rejecting this response because:

  Thank you for your response. I acknowledge that RXNT has provided a copy of the subscription agreement. However, my complaint has never been about whether an agreement exists. My concern is that the one-year financial commitment and the financial consequences of canceling before the end of the subscription term were never clearly explained during the sales and REMOVEDTeams enrollment process.

  During the REMOVEDTeams enrollment meeting, the RXNT representative selected the subscription plan on my behalf, and I was then sent the agreement electronically to sign. At no point was it specifically explained that canceling shortly after enrollment would still leave me financially responsible for the remainder of a one-year subscription. Had this been clearly disclosed or discussed before I signed, I would not have proceeded with the subscription.

  After the onboarding session, I immediately realized the platform was not suitable for my practice, declined any further implementation, and requested cancellation the following day. RXNT subsequently confirmed in writing, "Your subscription to RXNT has been successfully canceled." The RXNT software was never implemented in my practice. No patient records were migrated, no patients were scheduled or treated using RXNT, and I received no meaningful benefit from the software beyond the initial onboarding discussion.

  RXNT's response relies solely on the subscription agreement and does not address the circumstances surrounding my immediate cancellation, the lack of implementation or use of the software, or its own written confirmation that my subscription had been successfully canceled.

  I respectfully maintain my request for a full refund of the $325.39 that I paid and written confirmation that my account remains closed with no further financial obligation.
  
  Sincerely,
  
  REMOVEDIheuwa

• Initial Complaint

  Date:07/15/2026

  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 am a healthcare provider attempting to cancel my subscription with RXNT before my annual renewal of $750. The company enforces a strict 60-day auto-renewal policy but makes it entirely impossible to reach a live representative or get a response from their billing department to execute the cancellation. Because the billing department is completely unreachable and actively blocking my communication attempts, I have been forced to revoke ACH/payment authorization with my bank to protect my funds. I am filing this complaint to demand that RXNT immediately process my cancellation, confirm a $0 balance, and officially close my account without penalty or threats of collections.

  Business Response

  Date: 07/15/2026

  Thank you for taking the time to share your experience with RXNT. We take all customer concerns very seriously, and would like to clarify details surrounding the situation. 

  Our records indicate that the customer reached out to cancel their account on July 3rd, 2026. However, the customers annual subscription renewal date was on April 29th, 2026. Based on RXNTs terms of serviceoutlined belowthe customer was required to submit a cancellation request at least 60 days prior to April 29th. Notice of termination must be provided in written form such as email, and a live representative is not required. 

  As outlined within both the enrollment process and RXNTs terms of service, all contracts are an annual commitment with a 60-day cancellation notice required. During RXNTs enrollment (REMOVED), the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided. Our team has been in contact with the client regarding the cancellation request, which has been processed in accordance with the established terms. The customers account is scheduled to close on April 29th, 2027.
  

  
  

  Customer Answer

  Date: 07/20/2026

   
  Complaint: 25048019
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/20/2026

  While we recognize and are extremely grateful for the Customers long tenure with REMOVED, that tenure does not exempt the Customer from our standard cancellation policy. We regret the rigidity of our terms; however, it is company policy to apply the same terms consistently across all client accounts. As outlined in Section 8 of our Terms of Service, services are an annual commitment and will automatically extend for additional consecutive terms unless written notice of termination is provided at least sixty (60) days prior to the renewal date. 

  It is never our intention to cause frustration for our providers, and we again sincerely value the Customer's long-standing relationship with RXNT.

  We have processed the cancellation request in accordance with these established terms, and the Customers account is scheduled to close on April 29th, 2027. We remain committed to supporting the Customer through the remainder of the term.
  

  
  

• Initial Complaint

  Date:07/01/2026

  Type:Product 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.

  On June 23, 2026, I paid $750 to RXNT for an e-prescribing software subscription for my telehealth practice. I never received any usable service. My account was never verified, I could never log into the mobile app due to an authenticator error RXNT has an open ticket on, and I never sent a single prescription.Over two weeks I worked with five different representatives (REMOVED, REMOVED, REMOVED, REMOVED, and REMOVED, Director of Client Onboarding). I completed everything asked: REMOVEDverification, an e-prescribing quiz (passed 7/7), a signed onboarding timeline, and I rented a virtual office at RXNT's own recommendation.The requirements kept changing: first my individual NPI, then a group REMOVED(they had me apply for a new one, still pending), then back to my individual NPI but now requiring my personal Tax ID, which was never requested for the virtual office. When I asked to cancel, I was directed to the website dashboard, but the cancel button is grayed out and non-functional. I screenshotted this and sent it to RXNT. I have requested a refund multiple times and RXNT has refused, citing the one-year contract while never addressing that no service was provided. I am being billed for a service I could never access, on a platform I cannot log into, under a contract I am blocked from canceling.

  Business Response

  Date: 07/08/2026

  Thank you for taking the time to share your experience with RXNT. We take all customer concerns seriously and would like to clarify details surrounding the situation. 

  Our records show that additional verification was required because the REMOVEDand Tax ID provided during enrollment did not align. We met with the client virtually to assist with the verification process and the application for a Group REMOVED. It is important to note that these identity and credential verification steps are standard industry requirements for all software providers to ensure regulatory compliance, and are not specific to RXNT. Due to the pending REMOVEDapproval, the client requested the switch back from Group REMOVEDto provider REMOVED 

  We would like to note that RXNT has no control over the pending Group REMOVEDthat is currently with the National Plan and Provider Enumeration System (NPPES). As soon as the necessary verifications are completed, our team will be standing by to assist with further steps in the onboarding process.

  As outlined within both the enrollment process and RXNTs terms of service, all contracts are an annual commitment. During RXNTs enrollment (REMOVED), the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided. Our team acted in accordance with our established terms, and has been proactive with outreach in support of their onboarding process from the moment of enrollment.

  Our priority is helping all customers successfully access and use our platform. Should the customer wish to proceed with onboarding, our team is ready and willing to guide them through the process to ensure a smooth experience with our software.
  

  
  

  Customer Answer

  Date: 07/08/2026

   
  Complaint: 25002912
  
  

  I do not accept this response. RXNT's reply addresses their contract terms and verification policy, but does not address the central issue of my complaint: I paid $750 on June 23, 2026, and have never received usable access to the service I paid for. Below is a full summary of what occurred, including specific inconsistencies in the information I was given.
  
  1. Regarding the REMOVEDRequirement
  RXNT's response states that I "requested the switch back from Group REMOVEDto provider REMOVED," which frames this as my decision. This is not accurate. I asked why my individual REMOVED, which works without issue on my other prescribing platform (iPrescribe), could not be used with RXNT. I was told I would need to provide my personal Tax ID in order to use my individual REMOVED. A manager, REMOVED, later told me in writing on July 1 that using the individual REMOVEDwould not require pulling any prior tax information. These are two differing answers, from two different representatives, regarding the same requirement. The resulting confusion and delay stemmed from inconsistent instructions from RXNT, not from a decision on my part.
  
  2. Multiple Representatives and Repeated Communications
  Over a two-week period, I corresponded with six different representatives: REMOVED, REMOVED, REMOVED, REMOVED, REMOVED, and REMOVED. REMOVED(June 24) and REMOVED(June 25) each sent me the same templated message, word for word, including identical REMOVEDand Tax ID instructions. I did not have a single, consistent point of contact throughout the process.
  
  3. Confirmation That Access Was Not Granted
  On June 29, REMOVEDconfirmed in writing that "your full system access within RXNT is currently on hold." This documents that I did not have functional access to the platform at that point in the process.
  
  4. Unresolved Mobile App Issue
  On June 26, I reported that the mobile app's authenticator requirement created a login loop, making the app unusable. A support ticket was opened for this issue. It remained unresolved throughout my time as a customer.
  
  5. Completion of Requested Steps
  I completed each requirement asked of me: REMOVEDidentity verification, the E-Prescribing Knowledge Verification Quiz (passed 7 of 7), a signed onboarding timeline, and a virtual office set up at RXNT's recommendation to address privacy concerns regarding my home address and personal phone number. Despite completing these steps, my account was not verified and I did not gain access to the platform.
  
  6. Differing Explanations Regarding Cancellation
  When I asked how to cancel, I was directed to do so through the website dashboard. I attempted this, and the cancel option was grayed out and non-functional; I have a screenshot documenting this, which I shared with RXNT at the time. I was told the system does not allow the card on file to be removed because the contract remains active. Several days later, I was told by REMOVEDthat the cancellation option was grayed out because my subscription had "already been successfully canceled." These are two different explanations, from two different representatives, for the same issue.
  
  7. Additional Cost Mentioned During Onboarding
  On June 26, while my account remained unverified, I was informed that additional onboarding support beyond the initial 30-day period would cost an additional $2,000.
  
  8. The Core Issue Remains Unaddressed
  RXNT's response addresses their verification process and contract terms, but does not address that I never received functional access to the platform, never sent a prescription, and never used any part of the service.
  
  I completed every requirement asked of me in good faith over a two-week period, across six representatives. I am requesting a full refund of $750, as the service was never delivered.

  Business Response

  Date: 07/10/2026

  Thank you for your response and for the opportunity to further address your concerns. 

  
  Prior to your kickoff call, your Account Verification Specialist advised that due to pending NPPES approval, full system access was on hold. We would like to note that RXNT has no control over the pending approval with the National Plan and Provider Enumeration System (NPPES). As soon as the necessary verifications are completed, our team will be standing by to assist with further steps in the onboarding process. This process is standard for every provider to ensure regulatory compliance. 

  
  RXNT reaffirms that we have fully honored our contractual obligations. The client voluntarily signed a Subscription Agreement and accepted our Terms of Service that clearly emphasizes the one-year commitment. While we acknowledge a delay due to pending NPPES approval, RXNT has done everything in its power to support the client through onboarding. 

  
  The clients unilateral decision that they no longer wish to fulfill their contractual obligations does not modify or nullify the terms of our Agreement. 
  RXNT has made good-faith efforts to offer continued onboarding supportwhich still remains availablebut we must respectfully decline the request for a refund. Again, we assert to BBB that weve made a good-faith effort to resolve this matter, and we look forward to the complainant working with us to continue onboarding and implementation for the medical software they enrolled with. We consider this matter contractually closed and resolved under the signed Agreement.

  Customer Answer

  Date: 07/13/2026

   
  Complaint: 25002912
  
  I am rejecting this response because:
  
  RXNT has not addressed any of the specific points raised in my previous reply, including the documented contradictions between representatives, the unresolved mobile app issue, and the two differing explanations I received regarding why I could not cancel my account. REMOVED's response simply restates their contract terms without engaging with these specifics.
  
  I also want to correct a characterization in RXNT's latest response. RXNT describes this as "the client's unilateral decision that they no longer wish to fulfill their contractual obligations." This is not an accurate description of my position. I have not simply changed my mind about a contract I am otherwise able to use. I have never, at any point, received functional access to the platform I paid for. I completed every requirement asked of me in good faith, and RXNT's own representative confirmed in writing that my system access remained on hold. A one-year commitment does not obligate payment for a service that was never delivered, regardless of the reason for the delay.
  
  RXNT states they have "fully honored their contractual obligations." I would ask RXNT to specifically identify what service was delivered to me under this agreement, given that I never verified my account, never logged into the platform successfully, and never sent a single prescription.
  
  I am requesting a full refund of $750, as no service was ever rendered.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/30/2026

  Type:Service or Repair 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.

  Statement of Facts:On Friday, June 26, 2026, I signed up for RXNTs Electronic Medical Record (EMR) system online for The Order Summary reflects a one-year term totaling $1,597.00, with an initial payment of $211.00 processed immediately (amount in dispute: $211.00 plus the ongoing contractual obligation of $1,597.00/year).RXNTs website was misleading and did not clearly disclose the actual features of the system or the realistic timeline for implementation and getting started. The key terms and non-refundable / non-cancellable provisions were not clearly presented upfront on the website at the time of signup in a transparent manner. Specifically it states it has lab integration, which it truly does not and has an extended period of time before you are able to access the system. I was contacted by sales and called them back right away with no response. I never had access to the system, which was necessary for business needs. Attempted Resolution:Two (2) hours after signing the contract on June 26, 2026 (the same day), I contacted RXNT to cancel the subscription and request a refund of the $211.00 initial payment. RXNT refused to cancel and refused to refund the initial payment, citing their terms that all fees are nonrefundable and non-cancellable. I made the request before any significant onboarding, training, or data migration or any access was provided. I have made contact with support, sales and legal team without resolution. I have also not been contacted to even have access to the system (as of today June 30th). Legal and Ethical Basis:Based on the lack of transparency regarding features, timelines, and material terms at the time of signup, I believe RXNTs conduct constitutes misleading advertising and highly deceptive business practices. We are medical providers attempting to care for patients and they are a company trying to take advantage of our field.

  Business Response

  Date: 07/02/2026

  Thank you for taking the time to share your experience with RXNT. We take all customer concerns seriously and would like to clarify details surrounding the situation. 

  Our records indicate that you enrolled on Friday, June 26, and submitted a cancellation request shortly thereafter. At that time, your account had already been created and provisioned, and our team was prepared to begin onboarding. We made multiple attempts to connect with you to initiate that onboarding process, which is provided to all customers at no additional cost.

  Regarding your request for a refund, as outlined within both the enrollment process and RXNTs terms of service, all contracts are an annual commitment. During RXNTs enrollment (REMOVED), the Customer agreed to and accepted the Terms of Service. As stated within our Terms of Service/Customer Agreement and within the customer enrollment process, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the order summary with the signature and date matching the completion of the Customer Enrollment linked above is emailed to the person who enrolled using the contact information provided. Our team acted in accordance with our established terms, and has been proactive with outreach in support of their onboarding process from the moment of enrollment.

  The features referencedincluding lab integrations and workflow efficienciesare available within RXNT, though certain functionalities (such as lab connectivity) may depend on configuration and onboarding steps that we have not yet had the opportunity to complete.

  Our priority is helping all customers successfully access and use our platform. Should the customer wish to proceed with onboarding, our team is ready and willing to guide them through the process to ensure a smooth experience with our software.
  

  
  

  Customer Answer

  Date: 07/06/2026

   
  Complaint: 24998761
  
  I am rejecting this response because: The sales team made 1 attempt to contact me and then did not answer phone calls when I tried to reach them. The availability of the features the company lists is not true and their business practice are outside of standards. They try to lock you into a contract, and they do not deliver. I still do not have access to the account to use, and the sales team has not contacted me to set it up. The initiation of my account in the response is untrue and shows the absolute dishonesty of the company. I asked to cancel within 2 hours, do not have a login and nothing has been set up. It has been 10 days since I paid for the account. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 07/07/2026

  Thank you for your response and for the opportunity to address your concerns. 

  We want to clarify that numerous team members have made multiple attempts to contact you and begin the onboarding process. For example, at 1:50 pm ET on June 26th, we attempted to contact the client to begin the account setup process. After receiving a voicemail from the client at 2:29 pm ET, the same day, we promptly called the client back at 2:45 pm ET. The Sales team attempted to contact the client by phone again on June 29th, with additional email outreach in between.
  

  Our team members devote time and resources to serving our customers as soon as their contracts are signed. RXNT does its best to set up and onboard customers as quickly and successfully as possible; however, the process requires mutual cooperation, communication, and attendance of implementation meetings from all parties.

  We understand that as you have yet to access the system, there may be concerns about specific features like lab integration. To ensure we meet your clinical needs, we would appreciate the opportunity to discuss our functionality in greater detail during a standard kickoff call, as certain integrations require specific configurations during the onboarding process. The RXNT team remains eager to assist you with onboarding and is committed to working with you to find a path forward that supports your practice and your patients. 
  

  
  

  Customer Answer

  Date: 07/08/2026

   
  Complaint: 24998761
  
  I am rejecting this response because the information provided is not accurate. I attempted to return the sales call the same day I received it and reached voicemail; no one called me back. As a provider seeing patients with complex needs throughout the day, I am unable to answer the phone during clinical hours. I did not receive the email referenced, and the account REMOVEDhas given of these events misrepresents what occurred.
  The one salesperson I did reach by phone seemed confused by my needs and told me setup would take longer than two weeks. I was told I would be contacted three days later to set up my account. Instead, I received an email from sales stating that cancellation was not an option. Since then, I have emailed the legal department twice requesting cancellation and received no response, emailed support twice only to have the ticket closed, and emailed sales twice with the response referenced above. To date, I have been given neither access to my account nor any meaningful support.
  As a provider serving behavioral health patients, clear communication, quick access, and flexibility are essential. I also learned that the lab integration requires a minimum number of orders per monthinformation that is not readily disclosed and requires significant digging to find. A specialty practice may never reach that threshold, rendering the feature useless. Yet RXNT's website states: "Place lab orders and receive results right in your patient's chart. This reduces lost orders and double-entry. Plus, you can easily see any orders that haven't been completed by your patients." This is misleading advertising designed to draw providers into a contract.
  Finally, the class action lawsuit stemming from RXNT's exposure of sensitive data belonging to roughly REMOVEDindividuals is deeply concerning. Safeguarding my patients' data is a fundamental responsibility of my practice, and I cannot place my trust in RXNT.
  Sincerely,
  REMOVED

  Business Response

  Date: 07/10/2026

  RXNT reaffirms that we have fully honored our contractual obligations. The client voluntarily signed a Subscription Agreement and accepted our Terms of Service that clearly emphasizes the one-year commitment. Upon receipt of signing up, RXNT contacted the client to kickoff onboarding. 

  
  As mentioned previously, our team members devote time and resources to serving our customers as soon as their contracts are signed. RXNT does its best to set up and onboard customers as quickly and successfully as possible; however, the process requires mutual cooperation, communication, and attendance of implementation meetings from all parties.

  
  The clients unilateral decision that they no longer wish to fulfill their contractual obligations does not modify or nullify the terms of our Agreement. 
  RXNT has made good-faith efforts to offer continued onboarding supportwhich still remains availablebut we must respectfully decline the request for a refund. Again, we assert to BBB that weve made a good-faith effort to resolve this matter, and we look forward to the complainant working with us to continue onboarding and implementation for the medical software they enrolled with. We consider this matter contractually closed and resolved under the signed Agreement.

• Initial Complaint

  Date:04/28/2026

  Type:Product Issues
  Status:

  ResolvedMore 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 an REMOVEDfrom RXNT and was not able to get up and running because it required extra fees outside of the prior agreement so the representative ask legal if I could cancel . I received a reply on March 31 from legal with agreement to terminate the subscription. They have been trying to charge my care 3 times a day for several days now. I need help to get them to honor the cancelation. I have called and emailed and I have not received a resolution. The email below is from REMOVEDon March 31 2026, in whicch she agreed to cancel:Hello,My team reached out and brought me up to speed on the current situation regarding your subscription and your request to terminate your agreement.After internal review, we agree to release you from your agreement and provide a refund of fees paid.Please confirm this is how you wish to proceed, and I will contact our Accounting team to issue the refund.Thanks,REMOVED--photo REMOVEDSenior Legal REMOVEDOfficer +? REMOVED| REMOVED| REMOVEDcustom_u/OVrlMmoW7gx/1667205448406 custom_u/OVrlMmoW7gx/1667205464542 custom_u/OVrlMmoW7gx/1667205473785 App Banner Image __tpx__ Secured by Paubox - REMOVEDcertified

  Customer Answer

  Date: 04/28/2026

  They continue to try to charge my account and not address that the account is suppose to be terminated . 

  Business Response

  Date: 04/29/2026

  Thank you for sharing your experience with RXNT. We take all customer concerns seriously and truly appreciate the feedback. 

  This is confirmation that the agreement has been terminated, as requested. As of Wednesday, April 29th, 2026, a full refund has been initiated. This will be reflected on the customer's bank statement within 7-10 days. 

  Thank you,
  RXNT

  Customer Answer

  Date: 04/29/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/24/2026

  Type:Product 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 for the REMOVEDand it was made to seem as if it was easy to use, had all the features I was wanting & that I could cancel if I didnt like it. During the 1st month of learning and trying to use the system, I found it to be extremely difficult to use, lot of building to get something to work, templates are horrible, wanted to cancel. I have NOT used it for any patient, havent started and they wont let me cancel. The cancellation is for AFTER a year. Even though I cant use the system/ it doesnt work for my practice needs. I was told after, yes you can cancel, but for the next year. It was not clear that you are locked in to a year contract, even if you dont like the formatting. That is ridiculous to try to charge for a whole year of a service not used. I am apart of a large practitioner group across multiple states and will let everyone know of this bad business & the lies to get you to simply just sign up so that they can hold you to a year contract even though they know the REMOVEDis bad. I literally just want to cancel the service and move on. This is not good for the services I offer and instead of just cancelling like I have begged to do, they will now miss out on alot of business being so nasty.

  Business Response

  Date: 03/03/2026

  Thank you for sharing your perspective regarding your experience with RXNT. Were sorry to hear that the experience did not live up to expectations.

  During RXNTs enrollment process (REMOVED), the Customer agreed to and accepted the Terms of Service. As outlined clearly during the Customer Enrollment process and in our Terms of Service, all contracts are annual commitments, with the option to pay monthly or annually. Additionally, as stated in our Terms of Service, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  A copy of the order summarywith the signature and date matching the completion of the Customer Enrollment process linked aboveis emailed to the person who enrolled using the contact information they provided at the time.

  Our priority is helping all customers successfully access and use our platform, but Onboarding is a necessary part of success. Should the customer wish to proceed with onboarding, our team is ready to guide them through the process to ensure a smooth experience with our software.

  Thank you,
  RXNT

  Customer Answer

  Date: 03/03/2026

   
  Complaint: 24564981
  
  I am rejecting this response because: I was NEVER  told it was non-cancellable. When I asked about cancellation, because I was hesitant because there was no trial given, I was called on a SATURDAY and told there is nothing to worry about, sign up we will walk you through everything, only for there to be so many discrepancies with what they said versus what was really available! I was told that, yes you can cancel!  There wasn't even a trial to see if the program would work for my business! I was told during the zoom meetings that there certain features were available that are not! Such as clickable options for ROS documentation; there isn't even an option to document in house covid and flu testing that shows up on the superbill. It was never explained that you essentially have to "build" everything/format to get anything to work! They said forms are available, but forms pulled up in the "library" have other clinic/businesses names on them!!! 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/06/2026

  We take all Customer concerns seriously and would like to clarify details surrounding this situation. 

  According to our documentation, the Customer's enrollment was completed during a call they initiated to our Sales team on Saturday, January 3rd. We deny that the Customer was told during that call that they could cancel their subscription at any time.

  During the product demonstration, there was no discussion of ROS documentation. However, ROS is currently available in our template library. During the call, an RXNT representative also mentioned that we offer prebuilt encounter forms, as well as five free custom forms that can be built for the Customer as needed.

  To reiterate, during RXNTs enrollment process (REMOVED), the Customer agreed to and accepted the Terms of Service. As outlined clearly during the Customer Enrollment process and in our Terms of Service, all contracts are annual commitments, with the option to pay monthly or annually. Additionally, as stated in our Terms of Service, all fees are nonrefundable and non-cancellable. The terms, found in section 8, are as follows:

  "The applicable Services will continue for the duration of one (1) year and will be automatically extended for additional consecutive terms unless either party provides written notice of termination of no less than sixty (60) days prior to extension. This Agreement continues until all the Services are terminated."

  RXNT is proud to offer a hands-on onboarding processunlimited support, self-guided lessons and courses, resource and help centers, and complimentary custom formsto ensure our Customers have all the tools and information they need to succeed with our software. The Customer has not yet taken advantage of these resources, but were more than willing and prepared to assist them if they decide to begin using our services. 
  

  
  

  Customer Answer

  Date: 03/09/2026

   
  Complaint: 24564981
  
  I am rejecting this response because:

  what you are saying is not true. The statements werent made during the zoom. They were questions asked & answered during phone calls with the sales person. Why would anyone in their right mind, as a new business owner not even taking patients yet, sign up for a year long expensive software with you guys offering NO TRIAL PERIOD and no way to cancel!? There are MULTIPLE providers online with the same story of being LIED to about whats actually available and actually using it and seeing that the format and what is actually needed to successfully see patients within clinical guidelines & proper documentation being pitched is NOT what you get. Yes I called on that Saturday because I still had a lot of questions & she essentially pressured me into signing up right away and during the training I will see that everything I was asking would be shown during that time & its not true! I DO NOT want any business with your fraudulent company, I have not used the software on ONE patient, havent logged in in well over a month to even look at anything because it is NOT HELPFUL TO MY BUSINESS. I do not have the ability to chart and document as I need to for my business & REFUSE to pay for TWO REMOVEDwhen yours does NOT meet the compliance standards I need for my hybrid business! And if you were so confident in your software than youd offer a trial period or let people out but you know your software REMOVEDand can only keep people for a year by lying.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 03/10/2026

  Please find a copy of the order summary attached.

  Business Response

  Date: 03/10/2026

  Please find a copy of the order summary attached.