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:09/07/2023

  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.

  We are writing to formally submit a complaint regarding the inadequate completeness of the setup, integration, and training provided for our company's new software. Despite our best efforts, we have encountered significant challenges in attempting to communicate and plan remedy for the inadequacies of implementation with the support team, including having to escalate the concern to the *** and CEO for additional assistance. It is having a direct negative impact on our clients and our revenue stream. There are multiple areas that were sold to us as core features of the software, and reasons we chose to transition to it, that have not come to fruition and have no timeframe for doing so. We have not received a response with any plan or timeline even after expressing in detail the voids in our expectations of service, communication and training related to the product sold to us, exacerbating our frustrations with the overall implementation process and company. We are seeking remedy of the outstanding issues to have a functional medical record and reduction in implementation and monthly service fees due to the poor training and follow through and under delivering based on the product sold

  Business Response

  Date: 10/12/2023

  
  
  Dear Dr. *******,
  
  I trust this communication finds you well. We are writing in response to the complaint submitted to the Better Business Bureau under ID # ********. 
  
  First and foremost, we wish to express our sincere gratitude to ****************** for bringing the issue to our attention and providing us with an opportunity to address and rectify the concerns raised. At DSN Software, we are deeply committed to ensuring our customers' satisfaction and ensuring every experience with us is positive and rewarding.
  
  Upon receiving the complaint, our team promptly reached out to ****************** and took comprehensive steps to not only resolve the issues presented but also to prevent any recurrence in the future.
  
  We are pleased to inform the BBB that, after implementing the above measures and having in-depth discussions with ******************, all concerns have been amicably resolved. ****************** has expressed satisfaction with the outcomes and the steps we took to ensure a favorable resolution.
  
  Our customers are our top priority, and we continually strive to enhance our services and customer experience based on the valuable feedback we receive. 
  
  Should there be any additional details or documentation required by the BBB to close this case, we are more than willing to cooperate fully. 
  
  Thank you once again to Dr. ************;for the valuable feedback, and to the BBB for facilitating this communication. We look forward to continuing to serve our valued customers with dedication and excellence.
  
  Warm regards,
  
  DSN Software 

  Customer Answer

  Date: 10/12/2023

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