WebPT, Inc.

Upon receipt of the complaint, [redacted] was contacted immediately on the same day.  She was reached to find out that an update to her fax number was the issue that needed resolution.  She also requested some help wiht the Patient Intake Form feature in our application.  Phone call was...

pleasant and ended the call with a very happy customer.  [redacted] has been followed with since that incident day.Details:Friday, 2/12[redacted] tried to call Onboarding for assistance with a Fax issue. Our new phone system did not allow her to get through and after about an hour [redacted] finally left a voicemail and sent in a ticket to Support.The Onboarding manager got the email about the Revdex.com complaint that afternoon. While researching it, our team independently saw the voicemail ticket and tried to contact [redacted].A manager called [redacted]. He got no answer so he also emailed [redacted].A service did get through on a second attempt - resolving the issue as stated above.Monday, 2/15Our service rep also responded to the support ticket email as normal but got no response from [redacted] so the ticket was closed. By this time the issue had been resolved.An account rep emailed [redacted] referencing the voicemail and asking if she needed further assistance. [redacted] responded that the issue had been resolved by Support and the only thing she needed was to schedule another Therabill training. That training was scheduled for 2/19.We have apologized for not delivering the service at the level that we are accustomed and reconciled with the member.  She has not had any other complaints to date.  We consider this case to be closed with a great outcome as the member has expressed positive interactions with our team.  We look forward to continuing to work with [redacted] as needed and hope that she will be become a raving fan of WebPT and our service.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am in receipt of the response that was given by Web PT in regard to the complaint that I have made.  This is a cowardice response.  This response from Web PT in NO way resolves the complaint.  The fact is that Web PT is lying and providing answers that are not wholly truthful.  They are 100% NOT correct that I was ever happy with the service.  The service provided was sub-par at best.  I complained on numerous occasions.  They contend that they refunded my last month of service.  The fact is that I cancelled the service 2 months prior to that.  They say that they completed training and yet they 100% flaked and did NOT even show up for the second training session.   Web PT claims that I used the service.  There was never any day on which this service was implemented in my practice.  The ONLY patient that was ever input was a mock patient that I created to attempt to teach myself how to use the service after Web PT failed to complete training.  These are the facts.

The fact that I lost a therapist had NOTHING to do with the fact that the Web PT EMR system was NOT compatible for my practice.  I would NEVER consider this company for the future as they have proven themselves to have poor customer service as well as a system that is not user friendly or in any way sufficient as an EMR system for my business.

Web PT does not tell the entire story about what has happened in this instance.  They are only providing the information that they choose to because it justifies for them to be able to not provide the proper refund that is due.  I do not accept the reply from Web PT in this case and would like to continue with my complaint to the Revdex.com.

Thank you,

[redacted], MSPT, DPT

WebPT Response to Complaint #[redacted]

SUMMARY:

The following is a general summary the major interactions and milestones completed between WebPT and [redacted]. All in all we gave consistent training, support, and guidance to [redacted] and his staff. Every support...

ticket I reviewed was answered in a timely manner and with professionalism.

DEFINITIONS: “Member” will refer to [redacted], owner

“Clinic” will refer to [redacted]

ATTACHMENTS: Training attendance log showing the presence of the Member and his staff  Terms of Service “TOS” for WebPT outlining terms that the Member signed upon commencement of use of the WebPT application

DISPUTE:

Member wants initial setup fees and first month’s billing refunded $2,082 ($1661.00 set up and $421.00 first month usage).

REFUNDS to date:

Member was refunded last month of billing $469.00 on 11/20/14

CHRONOLOGY OF EVENTS:

• Onboard Call completed - 10/7/13

• Import Call - 10/14/13

• Front Office Training Completed by [redacted] - 10/17/13 (we have an attendee list if needed)

• Documentation Training Completed by [redacted] - 10/22/13 (we have an attendee list if needed)

• Imports Completed - 10/25/13

• Kareo Integration started - 10/28/13

• Call to Member because the Clinic no showed for their follow up training - 11/7/13

• Member contacted about missing Kareo data - 11/14/13

• Escalation email to [redacted] (Manager of WebPT Success team) - 11/20/13

Notes from call to Member by [redacted]:

Spoke with [redacted] and he said he is really not happy with WebPT because it is just not customizable and it's not a good fit for his clinic. I had set up a Follow up training for him with [redacted] on 11/7/2013. He's upset about that because he said, "The trainer Flaked so that put my final decision with wanting to cancel"

He is saying he wants a full refund since he hasn't even touched the system at all. (He has finalized 3 documents since he started on 10/17/2013) I let him know that since he had access to the system, I am unable to give him a refund and at that point he asked  to speak with a manager.

These are [redacted]'s training notes from that day-

"11/7/13 Called the number listed, [redacted] at that location gave me the number ###-###-#### to reach [redacted]. A lady answered and said he was

running behind will only be about 10 minutes. Waited 15 minutes longer, didn't hang up til 1:35 and the member never showed. -SJS"

• Notes from escalation call to Sales manager from [redacted] - 11/20/13

[redacted] also said that he didn't feel he was trained properly and that we flaked on his last training, as you can see the notes from the last training and I did bring this to his attention.

 

He felt he had to call in too many times to figure out how to do something and our system could never be customized to do what he needed.

[redacted] just lost a therapists and is trying to run 3 clinics by himself according to him and can't dedicate the time to try and figure out the system right now. I tried to get him to show me some things and talked about specific individualized training and he says he just can't do this right now. Maybe he will look at us again in May. I personally don't think that is the case, but never the less.

He is requesting a full refund and I let him know that our Terms of Service clearly states the initial purchase is non-refundable but he feels this is a one off case that needs to be considered. I let him know that I would see if there is anything we can do, but I can't promise anything. The setup fees are not negotiable but I would check on the modules and licenses.

Final decision from the Sales manager was to refund to the Member the last month of billing in the amount of $469.00 -11/20/14

• Refund completed 11/20/14

• Received email from accounting department with [redacted] credit card dispute initialized by the member – 12/30/13

• Cancellation finalized – 1/02/14 with a cancellation date of 11/20/13

RECOMMENDATION:

Member repeatedly states that they did not use the system. Due to the documentation provided with respect to the completion of training, database set up for usage, support efforts provided, as well as the signed Terms of Service contract that clearly spells out our refund policy, we believe the entire amount being disputed is not owed to the Member. After reviewing the usage logs for the application, however, as a good faith gesture, I am going to refund the Member $421 for the first month. I am confident that we have properly supported this member, attempted to work with the Member and provided the Clinic with timely service.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am in receipt of the response that was given by Web PT in regard to the complaint that I have made.  This is a cowardice response.  This response from Web PT in NO way resolves the complaint.  The fact is that Web PT is lying and providing answers that are not wholly truthful.  They are 100% NOT correct that I was ever happy with the service.  The service provided was sub-par at best.  I complained on numerous occasions.  They contend that they refunded my last month of service.  The fact is that I cancelled the service 2 months prior to that.  They say that they completed training and yet they 100% flaked and did NOT even show up for the second training session.   Web PT claims that I used the service.  There was never any day on which this service was implemented in my practice.  The ONLY patient that was ever input was a mock patient that I created to attempt to teach myself how to use the service after Web PT failed to complete training.  These are the facts.

The fact that I lost a therapist had NOTHING to do with the fact that the Web PT EMR system was NOT compatible for my practice.  I would NEVER consider this company for the future as they have proven themselves to have poor customer service as well as a system that is not user friendly or in any way sufficient as an EMR system for my business.

Web PT does not tell the entire story about what has happened in this instance.  They are only providing the information that they choose to because it justifies for them to be able to not provide the proper refund that is due.  I do not accept the reply from Web PT in this case and would like to continue with my complaint to the Revdex.com.

Thank you,

[redacted], MSPT, DPT

To the

We have received the rebuttal response from [redacted].

WebPT prides itself on its customer service and documents clearly,

concisely and truthfully every interaction with our customers. 

That being said, although we do not agree with a number of statements

in his letter, we do not  believe that it is necessary at this time to focus

on any such contentions.

WebPT will refund the remaining balance that [redacted] has paid.  He should receive

a check in the mail within the next 7 days.  It is unfortunate that our product was

not able to meet his needs.

[redacted] PT, MPT, ATC/L

COO

Review: We are a small private physical therapy practice that transitioned from paper charts to electronic medical records back in January 2013. Over the last 10 months we have experienced 3 different down times when WebPT failed to be up and running during business hours. Today, their server was down for over 6 hours. I am now paying for my admin staff to remain idle, my Physical Therapists to "treat on the fly" thus decreasing the quality of care and creating stress in the clinic. We are unable to collect copays, enter new patients into the system, do any evaluations, daily notes or progress notes etc..because the system has been down. I will have to now pay overtime for my staff to make up for what they could not accomplish during normal business hours.

Early this morning, we were told that their phones systems were down and that we could try to file a complaint via email. After calling, emailing and commenting on their Facebook page, no one would give us an estimate of when the system would be back up or an explanation as to why it went down. If they were more transparent about this, I think I would have been more understanding but no one seemed to know the end from the beginning. It was very frustrating.

The last time this happened, WebPT Inc assured us that they ramped up their backup servers so that we could have a more robust cloud based Electronic Medical Record system. Clearly that has not happened. Moving forward, we not only have to pay for the system, the computers, the training, but we still have to hold on to paper charts just incase webpt goes down again thus also still paying for paper and ink. It's supposed to be a green, cloud based system but we can't trust it. We have invested so much money into training, new computers etc...that it would be very difficult for us to transfer to another company without putting our whole small business in a stand still.Desired Settlement: It costs us $411 per month for user licenses. I would like a credit for the next 3 months using Webpt (this is approximately $1233). This only partially would make up for the down time that we have experienced over the last three episodes within the last year.

Business

Response:

Dear Tania,

WebPT understands your concerns and frustrations, and I’m sincerely sorry for the negative implications our outage had for you and your business. We know how much you rely on WebPT to treat your patients and run your business. You expect us to be there when you need us, and we weren’t. I cannot apologize enough for this.

The day after the outage we emailed all of our Members a detailed explanation of the outage. As that email explained, the outage occurred after we rolled out code that represented over a year’s worth of work and thousands of development hours. Essentially, we refactored the entire core of the WebPT application. Doing so allowed us to migrate our app to a completely new architecture—one that accommodates our rapidly expanding user base and provides a better platform for us to scale with our growing membership. Even though we tested everything extensively for months prior to this release, we encountered an unforeseen programming error when we went live over the weekend, and that is what caused the outage.

While over the last several years we have aggressively added servers, data centers, bandwidth, staff, and redundancies at all levels of the infrastructure, the issue we faced yesterday was purely the result of a programming error. In short, no amount of failover, system redundancies, additional servers, multiple data centers, backups, or bandwidth could have aided us in restoring your service.

We here at WebPT have assembled the most solid technology team that exists in the rehab therapy space. With more than 20 software developers on staff—plus a supporting tech team of nearly 50 people—there is no obstacle we can’t work through. Unfortunately, this particular obstacle took some time, and it was you, one of our incredible Members, who suffered the consequences. I stand behind our team, and while we strive for perfection in everything we do, we are not perfect. In fact, no high availability product or software is perfect; we’re all striving for that 100% availability, but it simply is not realistic. Trust, though, that we are passionately dedicated to and steadfast in our efforts to provide you with a reliable, fast, and secure application.

Although we have resolved the issue—and monumentally improved the foundation of the WebPT application—I know the promise of a better application doesn’t do much to ease your frustration over the situation and the negative impact of being down for 6 hours has had on your business. That’s why WebPT credited all Members with three free days of service—an amount we feel is commensurate with the length of the outage. The credit has been applied and will be reflected on your next (December 6) invoice for both of your clinics. I hope this gesture—along with my explanation—helps alleviate some of your concerns and dissatisfaction.

Thank you for your business and for being a member of our WebPT community.

Sincerely,

Heidi JannengaFounder and COO

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until Dec. 6 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Last night we received three unsolicited faxes from WebPT around midnight. This faxes were directed to our home phone number which is not connected to a fax machine. It is my understanding that unsolicited faxes are illegal I will be checking with my attorney today to determine what type of action we should take

Review: Calls and inquiries are not responded to, services as per contract are not fulfilled, a sales presentation that misrepresents the service, Failure to honor service estimate or agreement, failure to honor contract/agreement. Required several hours of my time to address problems with significant loss in productivity.Desired Settlement: Allowing me to take over accounts immediately, discontinuing billing services with a billing adjustment. Return my call to discuss this.

Business

Response:

To: Revdex.com

Prior to this complaint being filed, our billing staff has had numerous conversations via phone and email. We have been quick to respond to issues that she has had. I personally have had a few conversations with her regarding her case due to her escalating the issues to management. [redacted] WebPT's Director of Billing Services, has been in contact regularly as well as her Billing Account Manager, [redacted]. There have been some billing misteps that occurred and we acknowledged this issues by providing some compensation on her monthly invoicing.

With regard to her request to discontinue services and take her billing in house:

* On June 4, [redacted] and I discussed her billing options as she was not happy with the billing services we were providing. She agreed to research and get back to me asap as to what she had decided.

* On June 5, [redacted] sent an email to me, per my request, with her intent to terminate her billing services agreement with WebPT.

* Following numerous revisions due to change requests from [redacted] she completed the termination agreement on June 13.

*Our services continued per the termination agreement.

[redacted] continued to complain about her billing services and decided that she wanted to sever all ties completely. This is not our normal process of termination. Discussions with [redacted] continued, however, response times were not to [redacted]s requests.

* She put in the request via voicemail to that effect with [redacted] on June 30.

* On July 3, I received this complaint with the request to terminate her billing services without the usual termination agreement stipulations.

*We have agreed to terminate the billing services contract without the usual course of actions via term agreement.

[redacted] has been working directly with [redacted]working through her

old A/R.

Per [redacted]: As of Friday, 6/30, we are no longer working her accounts

per her request. She has informed us that she brought in a biller to her office and this

person is now working all accounts remaining. (We actually just

received a check on 7/1 for $4K on her B/C accounts, leaving her a very

small A/R balance). Also at her request we are leaving her access to the billing software

for an additional 3 months, so her biller can use the system for follow up

on any accounts. [redacted] had a final conversation with her the end

of last week (July 5) and she seemed happy with these arrangements.

This issue has been resolved amicably by both parties.

Review: I decided to try Web PT as an EMR product for my Physical Therapy Practice. The service provided was sub par. When I was able to access the system I had many complaints about the set up which were not addressed at all. The same answer was given for every question... "go to the website and make a suggestion and maybe they would make changes." I was never able to actually implement the system because the people who were scheduled to do my training never called and when I called and left messages they did not return my calls. So I decided that this product was not going to be a product that I was going to be able to implement into my practice. I terminated the contract and requested a refund and was not given one. The people at Web PT would contend that I was trained and used the system. The cold fact is that they flaked on my training and did NOT provide the service that was promised to me. The only interaction I had in their system was to create a mock patient and attempt to teach myself, but the product is not very well put together or user friendly. The fact stands that Web PT has charged me $2082.00 ($1661.00 set up and $421.00 first month usage) for a system which I was never able to use one time. This is horrible practice and criminal in my opinion. The staff at Web PT was rude and mocked me when they told me that they would not refund my money. I do not believe that it is fair to keep $2082.00 for a product when I was not properly trained by Web PT, which is a direct failure on their part to provide the service which I had paid, nor did I ever once use the product for its intended use. Web PT should accept the fact that they did NOT provide a solid service to me by letting me down on my training and also realize that I found the product to be insufficient for my specific needs.Desired Settlement: I feel that Web PT should do the right thing and refund the entire $2082.00. The fact that I was never once able to use the product would justify a refund. Web PT is a big company and to refund this money would not be a significant thing for them. I have a small private practice and losing this money for absolutely no reason is a complete waste and damaging to my company. It is unfair to take money from a customer and then not provide the service and then keep it when the consumer realizes that the product is not an appropriate fit. It would be a good gesture on the part of Web PT to refund the money and acknowledge that this is fair given the fact that $2082.00 is a lot of money to take from someone for a product that was never used. I feel that this would be justified and appropriate and feel that any person would see the sense in my case.

Business

Response:

WebPT Response to Complaint #[redacted]

SUMMARY:

The following is a general summary the major interactions and milestones completed between WebPT and [redacted]. All in all we gave consistent training, support, and guidance to [redacted] and his staff. Every support ticket I reviewed was answered in a timely manner and with professionalism.

DEFINITIONS: “Member” will refer to [redacted], owner

“Clinic” will refer to [redacted]

ATTACHMENTS: Training attendance log showing the presence of the Member and his staff Terms of Service “TOS” for WebPT outlining terms that the Member signed upon commencement of use of the WebPT application

DISPUTE:

Member wants initial setup fees and first month’s billing refunded $2,082 ($1661.00 set up and $421.00 first month usage).

REFUNDS to date:

Member was refunded last month of billing $469.00 on 11/20/14

CHRONOLOGY OF EVENTS:

• Onboard Call completed - 10/7/13

• Import Call - 10/14/13

• Front Office Training Completed by [redacted] - 10/17/13 (we have an attendee list if needed)

• Documentation Training Completed by [redacted] - 10/22/13 (we have an attendee list if needed)

• Imports Completed - 10/25/13

• Kareo Integration started - 10/28/13

• Call to Member because the Clinic no showed for their follow up training - 11/7/13

• Member contacted about missing Kareo data - 11/14/13

• Escalation email to [redacted] (Manager of WebPT Success team) - 11/20/13

Notes from call to Member by [redacted]:

Spoke with [redacted] and he said he is really not happy with WebPT because it is just not customizable and it's not a good fit for his clinic. I had set up a Follow up training for him with [redacted] on 11/7/2013. He's upset about that because he said, "The trainer Flaked so that put my final decision with wanting to cancel"

He is saying he wants a full refund since he hasn't even touched the system at all. (He has finalized 3 documents since he started on 10/17/2013) I let him know that since he had access to the system, I am unable to give him a refund and at that point he asked to speak with a manager.

These are [redacted]'s training notes from that day-

"11/7/13 Called the number listed, [redacted] at that location gave me the number ###-###-#### to reach [redacted]. A lady answered and said he was

running behind will only be about 10 minutes. Waited 15 minutes longer, didn't hang up til 1:35 and the member never showed. -SJS"

• Notes from escalation call to Sales manager from [redacted] - 11/20/13

[redacted] also said that he didn't feel he was trained properly and that we flaked on his last training, as you can see the notes from the last training and I did bring this to his attention.

He felt he had to call in too many times to figure out how to do something and our system could never be customized to do what he needed.

[redacted] just lost a therapists and is trying to run 3 clinics by himself according to him and can't dedicate the time to try and figure out the system right now. I tried to get him to show me some things and talked about specific individualized training and he says he just can't do this right now. Maybe he will look at us again in May. I personally don't think that is the case, but never the less.

He is requesting a full refund and I let him know that our Terms of Service clearly states the initial purchase is non-refundable but he feels this is a one off case that needs to be considered. I let him know that I would see if there is anything we can do, but I can't promise anything. The setup fees are not negotiable but I would check on the modules and licenses.

Final decision from the Sales manager was to refund to the Member the last month of billing in the amount of $469.00 -11/20/14

• Refund completed 11/20/14

• Received email from accounting department with [redacted] credit card dispute initialized by the member – 12/30/13

• Cancellation finalized – 1/02/14 with a cancellation date of 11/20/13

RECOMMENDATION:

Member repeatedly states that they did not use the system. Due to the documentation provided with respect to the completion of training, database set up for usage, support efforts provided, as well as the signed Terms of Service contract that clearly spells out our refund policy, we believe the entire amount being disputed is not owed to the Member. After reviewing the usage logs for the application, however, as a good faith gesture, I am going to refund the Member $421 for the first month. I am confident that we have properly supported this member, attempted to work with the Member and provided the Clinic with timely service.