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:05/13/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 used TouchMD as my Software in my business Ritamedical elite. Every month it was set up for them to auto debit the fee. For eight months not only did they auto debit the fee, but they debited the bank. As a result, for eight months they were taking the fee out twice every single month. After realizing this months later, I requested a refund for the double charge for all those months. They claimed they sent a check in March to my office. I called them on five separate occasions and emailed them letting them know. I did not have the check. Since February we have made seven calls and sent emails to Tina as well as Ann S*******. Ann has tried to help us several times with connecting us with Tina to get our money back. Spoke to Tina last week in April, letting her know that we still had not received a check. She told me that she would be getting with the accounting department to make sure the check was not cashed and that she would get back to me. It has been several weeks. I reached out to her May 11 via email asking again for an update. We still do not have our refund nor is she responding to me.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted TouchMD in April of 2023 to use their service and store my patients’ pictures in a safe place using their service. They did not tell me that in order to use their service the pictures need to be in specific format. I have over 100,000 pictures and they want me to change the format on each picture in order to transfer them to their platform and I need to do it one by one ( changing the format which requires a lot of time and transferring pictures one by one)! Even if I hire someone to do it, it takes a very long time and not practical. I have sent over 100 emails back and forth over the last few months, trying to find a reasonable solution, then asked to cancel the contract since this is an impossible task. They did not agree to cancel my contract. So far I paid over $6000 without being able to use their services and extremely disappointed in the way they ignore my reasonable request and keep sending me bills. I want to cancel the contract and waive any unpaid fee as soon as possible .

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service 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.

  No response from company after multiple attempts to cancel service. See details below:
  
  November 2022 – TouchMD account set up with account manager Saibra M****
  November 2022 – Lili G**** conducted training for TouchMD
  January 13, 2023 – I emailed account manager Saibra M**** asking for cancellation of product as it was not useful, helpful or applicable to my practice- NO RESPONSE
  March 1, 2023 – I emailed account manager Saibra M**** again asking for follow-up on my request for cancellation – NO RESPONSE
  June 1, 2023 – Followed up AGAIN with email to Lexa G*******. Lexa emailed back on 6/1/23 indicating that she would forward my request to Kason S**** as he was responsible for the cancellation process. She said he would reach out “soon.
  June 13, 2023 – I emailed Lexa G******* and Kason S**** again asking for follow up – NO RESPONSE
  June 22, 2023 – I emailed Lexa G******* and Kason S**** – this time indicating I would be disputing my credit card charges until someone responded. NO RESPONSE
  December 5, 2023 – LITERALLY A WHOLE 6 MONTHS LATER, which is unacceptable. Tina B**** emailed indicating she was writing to assist with cancellation and termination agreement.
  December 6, 2023 – I emailed Tina B**** back asking for clarification on aspects of cancellation agreement – NO RESPONSE. I signed agreement in hopes this could end the process.
  January 1, 2024 – I emailed Tina B**** again as I was still being sent invoices for past due balance. NO RESPONSE
  January 31, 2024 – Tina B**** finally wrote back indicating she would contact accounting and ask for refunds.
  February 5, 2024 – I emailed Tina B**** again asking for clarification of charges still pending – NO RESPONSE
  February 15, 2024 – I emailed Tina B**** AGAIN asking for response – NO RESPONSE