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:04/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12, I signed a contract with Caresmartz360 as an alternative solution for EVV. During the demo, Caresmartz360 presented all its functionalities but failed to disclose that they are not a direct aggregator with the state of Pennsylvania. As a result, I would be required to manually upload EVV data, which I only discovered during the onboarding process with their specialist. I was informed that to bill, I would need to manually upload EVV data to Promise before proceeding. With my current provider, REMOVED, all EVV data is automatically transmitted after visits are completed.
  Upon learning about this limitation, and recognizing the potential issues it would create for my billing team, I requested to halt the onboarding process. The Success Manager at Caresmartz360, Mukul REMOVED, reached out to me by phone to discuss my concerns. During our conversation, I highlighted the problem, emphasizing that this critical detail was not disclosed during the demo and that the sales representative had falsely claimed everything was automated.
  Mukul REMOVEDapologized over the phone and stated that he respected my decision, agreeing to let me terminate the contract.
  Two days later, he called back and offered to have his team handle the billing for me if I continued with the contract. I declined the offer, as it would create additional challenges. After this call, I was under the impression that the termination of the contract was settled. However, a week later, Mukul REMOVEDemailed me, stating that I could not cancel my contract and that I was obligated to continue with it. Stated that he will have his his billing department reach out to collect delinquency balance.

  Business Response

  Date: 05/08/2025

  The customer signed up with us on March 13 and completed one training session with one of
  our trainers. During this session, we explained the billing process, which
  includes the requirement for agencies to submit visits to REMOVEDfor EVV
  compliance and then manually submit claims to Promise, the state-mandated
  billing portal. When
  the customer raised concerns about this manual submission step — noting that their current
  process with REMOVEDdoes not require it — it was explained to him that it is
  the standard process followed by all alternate EVV vendors in the industry. Additionally,
  we informed him that we understand his concerns. To help reduce the
  workload, we offered to handle the one manual billing step on their behalf, but
  they declined, indicating that they have their own billing team. We clarified
  again that the manual billing step is an industry-standard requirement and is
  not unique to CareSmartz360 — no alternate EVV vendor currently offers full
  automation for this part of the process. We informed him that because the
  operational reality does not constitute a breach of contract, it did not affect
  the validity of the signed agreement with CareSmartz360. At no time during
  those phone calls was it promised that the contract would be cancelled. It was
  simply mentioned that, as outlined in the terms and conditions of the signed agreement, any
  unresolved account balances or delinquency fees may be referred to our collection
  agency. After further discussion and special consideration
  by the Caresmartz360 Management, we have decided to terminate this customer’s
  contract without future billing. 

• Initial Complaint

  Date:01/02/2024

  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.

  I am writing to file a formal complaint against CareSmartz360 due to the unsatisfactory service and lack of support I have encountered as a paying customer.
  
  Despite being a paying client, I have experienced severe difficulties receiving the support promised by CareSmartz360. Upon reaching out to their customer support for assistance, I was dismayed to find that my requests for help were refused. As a result, I am left paying for a service that I have yet to receive.
  
  This situation has had a profoundly negative impact on my business operations. I had placed my trust in CareSmartz360 to enable the smooth operation of my services, yet due to their failure to provide adequate support, I have been unable to start operations as intended. The lack of effective customer service has been extremely frustrating and has significantly hindered my ability to conduct business.
  
  I urge the Better Business Bureau to investigate this matter promptly and ensure that CareSmartz360 is held accountable for their inadequate service and failure to fulfill their commitments to paying customers like myself.
  
  I trust that the BBB will take swift and appropriate action to address this issue and safeguard consumers from facing similar challenges.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 01/15/2024

  During our sales and demo process, we explain to each client that onboarding takes several weeks. Within this time frame, the client’s company is set up, the client and staff are trained, and several integrations occur with third-party aggregators and depend on third-party information. The time frame is discussed during the sales process, and each client is aware of and agrees to this prior to and when signing a contract.   This client chose to self-onboard themselves, which means they are provided an onboarding specialist but do most of the training themselves. Even with self-directed onboarding, the system takes a few weeks to be fully set up with the required integrations. This client filed a complaint with the BBB the day before the welcome call and training was scheduled to begin and asked to be live in 1 week. As explained, this is not possible for a system as comprehensive as CareSmartz360.  Our support is usually very responsive. While we have support over holidays, the support team does not have visibility until the account is set up. In this case, the account was set up on 1/2, but the client was contacting our support team over the holiday weekend.   We worked with this client to set expectations around onboarding and training before this complaint was received, but feel that they do not align with his goals, so we offered him a no-penalty contract termination.