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:04/12/2023

  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.

  We hired Practis, Inc to create our website. We had an active website, which we needed to be updated professionally. Per the contract this process should have been completed within 1 month. We made original payment upon signing the contract in August 23, 2022 and were awaiting the updated website creation. On September 8, 2022, Practis advised us that the site will be live in 1 week; however the whole website was incorrect and needed modifications. On October 21, 2022 we were asked if they have our permission to launch the website the following week. As of November 14th, 2022, we still did not have ability to build the patients intake forms, and they misspelled the doctors name on all pages. On November 29, 2022 we had a virtual meeting with the network team, who assured us that all will be fixed and updated. On January 10th, 2023 we sent an email specifying all the errors and disappointment in the fact that the site is still not completed and we still did not have login information to be able to create our intake forms. Finally, January 23rd, 2023 our forms were uploaded. In the meantime, Practis was asking for more money from us, even though they did not fulfill their contract. They even put up unauthorized articles, which were unprofessional and had misleading information for patients. Doctor was beside himself when he saw that. We gave them the opportunity to correct all the errors and finish the website; however, all they wanted is more money. At that time, we advised that we will no longer use their serviced and asked that all be reverted to the original form.They now deleted our whole website. They could have removed everything they did, and revert our website to the original status, but they did not. They breeched their contract with us, therefore, we do not need to remit any payments, but instead receive money back for not performing according to the contract.

  Business Response

  Date: 05/08/2023

  Practis Response:

  The customer signed a 12 month agreement with ********************** on 8/22 that included the build of the website, ongoing marketing efforts, social media posting, and a subscription to our monthly blog posting service. This is a service which Practis creates blog content and it is published on a customer's website. A customer can request to approve blogs by asking their dedicated account manager, who will let the social media team know the client would like to approve blogs prior to them being published on a customer's website. This customer did not communicate that they require blog approval until 2/14. At that time the blogs that client was unhappy with were removed from the site and their next blog post was sent to them for approval. 

   

  Per the contract, the 30 day window for go live starts on the day of the kickoff meeting. That meeting was held on 8/24. The design review meeting was held on 9/8, the client was not told at this time that the website would be live in one week. We have a note from that day stating that the client was happy with the site overall. Instructions were sent to the client regarding sending ** a high resolution photo of ****************** to avoid blurriness in the banner image as a follow up to that call, and other items for them to send ** to complete the site. Throughout the build of the site there were various DNS/Godaddy account issues, as well as items requested from the client that had not been received that pushed the timeline out. On 9/30 we reached out regarding the outstanding items, and informed the client we hoped to push the website live the following week.  When it came time for the website go-live, there were additional issues with DNS records/godaddy accounts that we worked through with the client. Once those were resolved we were able to launch the website on 10/28. 

   

  During the development of the customer website, any content adjustments requested by the customer were addressed in a timely manner. A call was held on 10/28 when the client noticed the name misspellings. Those were addressed and corrected that day with the exception of one that was missed. That one was corrected on 12/9 during a meeting with the client. During that meeting, the client was reminded of multiple pages of content that were sent for approval that had not been approved or edited by them yet. The client asked if the background header photo could be more faded. This request was completed on 12/12, with the opacity being reduced from 86% to 75%. This was the lowest we could go while remaining ADA ********** On 1/10, the client sent an email referencing the previously stated requests saying they were still unhappy. Those changes had all been completed. The only outstanding piece was regarding their patient intake forms. 

   

  Regarding patient intake forms, the customer required customized forms and did not want to pay the quoted price for Practis to build the forms, so they decided to build them themselves. Practis experts gave the customer instructions on how to do so, but they implemented the forms incorrectly. Practis was not responsible for this issue. On January 10th, the client was resent credentials and instructional videos on how to create the forms. They had difficulties getting them set up properly, and did not provide Practis with the necessary code and correctly built form to add to the site until 2/24.

   

  A marketing meeting was held on 1/13. Client was struggling with forms so a support link was given for them to reach out to our development team for assistance. No other request or site edits were mentioned to Practis at this time. On 2/13 the client called in to billing with a list of complaints. Call between client and account manager was held on 2/14. The client's complaints and the resolutions on this call were as follows:

    Wanted a different header photo. The first time this specific request for the banner photo was made. 

  o Client approved the photo that was there during the design review. That day a shutterstock link was provided for the client to choose a new photo

  o No new photo was chosen. The account manager followed up on this on 2/15, and also sent his recommendations for the new photo. 

  o No response was given about the new photo the client wanted. The account manager followed up on this topic again on 2/23, 3/1. No feedback from the client was ever given. 

    A video review from a patient had the patient's name misspelled. This was never mentioned previously in any meetings with the client. 

  o This was sent to ** by the client and directly added to the site. The name misspelling of the patient is a mistake on the clients behalf. We fixed the misspelled name that day. 

    Blogs - as previously stated the client was not yet in a blog approval process. This was the first mention of being unhappy with the blogs. 

  o   We moved to our blog approval process immediately and removed the two blogs the client was unhappy with that day.

  At this point the client had two outstanding invoices. The suspension of the website was pushed out further than our standard process in order to address changes. Despite all requests being addressed immediately, no payment was made. We reached out multiple times after this point. The client stopped responding as of 3/1, after requesting to stop our service and switch everything back to their site. The website remained suspended as payment was never made for either of the open invoices.  

   

  In response to their request to stop service on 3/1, this email was sent by the account manager:

   

  "Could you give me some insight into what is not meeting his expectations? Of the items you and I spoke on recently, the only outstanding thing is the banner which I have been waiting for feedback on from you so we know what photo to use.

  When we held a design review prior to the website going live ****************** said he was happy with the site.

  On the *** side the site is growing in visibility and generated 49 phone calls in January alone, which is tremendous for a campaign that has been running for as short a time as yours.

  I'm hoping to be able to help in any way that I can but I feel as if I don't have the full picture of what he's unhappy with."

   

  There was no response from the client to that or any future emails from their account manager. The money that was requested was for a past due invoice from November. The payment for the other invoice was requested once all requested edits were completed.