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Ability Network Inc

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Ability Network Inc Reviews (54)

We have attempted to contact the business owner in order to discuss the issue and offer a response, but she will not be in the office until next week. We are working to gather information in order to resolve this issue. Thank you

We have connected with the customer hoping to resolve the issue

the customer and ABILITY have resolved this complaint

Initial Business Response /* (1000, 5, 2015/07/02) */
On September 16, 2014, customer signed an annual contract for services with ABILITY NetworkThese services require that the customer obtain & maintain current DDE credentials and submitter IDs with MedicareThe service provided is a secure
connection to Medicare's Common Working fileTo access Medicare, DDE credentials are required
In December 2014, ABILITY's Customer Relations repspoke with *** in an effort to work with the customer to start using the service*** advised she would not pay until they had a submitter IDThe agent advised that they would continue to get billed per their signed contract*** hung up on the rep
Later in December, another Customer Relations agent contacted *** who advised their submitter ID request was rejected but they had reappliedThe agent said that they may be able to make an adjustment to the billing start date, but that they were still responsible for the annual contract*** hung up on the agent again
Also in December 2014, as standard operating procedure on delinquent account, collection emails and phone calls from ABILITY's collectors were made to ***On 12/30/15, Rebecca advised that the collector that they did not have a submitter ID but they had applied for it
On 3/31/15, the account was cancelled for non-payment and an invoice was sent for the remaining balance of the annual agreement in the amount of $
On June 22, 2015, Rebecca advised the Collector that they were denied by MedicareIn June and July, ABILITY's Collections depttried to speak with *** but she said she was not interestedWe advised it was not a sales call, she said she did not have time, the 2nd time she hung up after the rep advised it would go to collections
Upon receiving the Revdex.com complaint the Customer Service Supervisor reached out to *** to try to negotiate an agreement if they had their submitter id*** advise that she never signed a contract and just wants this to go awayOn 6/30/15, a copy of the signed contract was email to *** and asked if she wanted to discuss further, to contact the Customer Service Supervisor by 6/29/No response from the customer
The customer has breached the signed contract by not paying for the services they agreed to and has been unwilling to discuss options or work with anyone at ABILITYAt this time the full payment of $is due based on the contract the customer signed

The complaint has been resolved between ABILITY Network and the customer. We offered her a credit of $560, she accepted. the credit request has been submitted. ERAs have also been shut off per the customer's request.

I am rejecting this response because:  thank you.  I am not owed a refund though, just do not want to be billed further.

We apologize that you have had this experience with ABILITY. I have checked the notes on your account and found the first interaction that we had with you outside of he new contract agreement was 7/28/2016 through the billing reply box. The account was cancelled the following month per the terms of...

the agreement. We terminated the contract as of 8/31/2016, the invoices that are still being sent are for past-due balances that were not paid previous to the termination. There was also usage on the account, 15 claims were sent from the customer's account in the month of June. Each attempt that was made to discuss the account with the customer, she hung up on one of our representatives. We will credit back 1 month of service as a gesture of goodwill even though there is a signed agreement that would keep the customer bound financially until 4/1/2017.

Dear [redacted],We have received your message and we can confirm that we will be able to retract the bill from the collection agency, as you did pay the balance.  I have attached a copy of the signed contract  and service agreement that you requested as well.  I apologize for...

the issue and inconvenience that you  experienced with us at ABILITY Network.We hope that you are satisfied by our response and our assurance that we will be able to do as you requested and close this case. Warm regards,Asta [redacted] ABILITY Network Customer Success Manager

Thank you for your inquiry.  We have researched this issue thoroughly and we apologize that you did not get the service you had expected. On July 19, 2016 our agent spoke to you about a possible downgrade for the EASE service due to pricing and your business needs.  We worked with you as...

you were interested in lowering the price.  On 9/28 we informed [redacted] that we would not be able to lower the price until the renewal date.   [redacted] said that she was interested but wanted to discuss it closer to the renewal date. A cancellation of EASE was not discussed during this time.  The EASE was cancelled per your request on 6/30/2017 and no other fees are due for this product. According to our records, myABILITY with IVANS for the FISS/DEE access was used until January 2017. This product was not discussed for cancellation until April 2017.  This product was set for cancellation and will cancel on 5/31/2018 per the contractual agreement. There are two different service periods for two different services.  The IVANS product has an annual billing amount of $998.00.   Due to the fact that we did not follow up with you, as our agent stated in September 2016- we would like to offer a compromise in the billing. We will offer a credit in the amount of $400.00. WE hope you will accept this as an acceptable resolution.   Thank you.

I am rejecting this response because:
The business associate that sold me the product verbally assured me that he could honor the same standards their competitor was offering which was a 30 cancellation. I explained in full why the software was not going to work within the first 15 days and I’m appalled that they would treat an existing customer with such little respect and honor what the sales person said. I had this conversation about the contract not stating that which I’m fully aware of. However, I was sold a product on the grounds that I could ask for a return if it didn’t work out which is why I need to stress this to the Revdex.com.

We apologize that the customer does not feel that we met his service needs. The MDOL termination policy states that the customer must give us 90 notice to terminate the account. ABILITY made an exception for him and terminated the account less than 30 days after notice. The terms of termination were...

agreed upon by utilizing the system and by agreeing through a click-through notification on the portal.

Initial Business Response /* (1000, 10, 2016/01/28) */
Our apologies for the delay in response however, this case may have been sent to the wrong address.
*On 1/21/16, the complaint was received. After research, Ability records the following events:
- On 12/8/2015, a request for cancellation...

was received from the customer via email, "________ would like to cancel both our Ability and MDOnline service affective 02/01/2015."
- On 12/8/2015, the customer spoke with an Ability agent who agreed to cancel the account, effective 02/01/16, also advising him of his contract period and cancellation policy. Customer requested a buyout period, which we do not offer. As a result, the customer was responsible for the balance of the Ability contract that auto-renewed on 10/1/2015. Contract states that the customer is responsible for giving a 60-day notice of cancellation prior to renewal otherwise, the customer is responsible for the balance of the contract.
- Customer spoke to Technical Support on three separate occasions between 12/22/2015 and 01/14/2015, neither mentioning any issues surrounding his cancellation nor a Revdex.com complaint. The dates are as follows:
1. 12/29/2015 - Claim Rejection Issues
2. 01/14/2016 - Claim Rejection Issues
3. 01/14/2016 - Information Request
*On 1/22/2016, I spoke to the customer to address the complaint. The customer said that he was waiting on someone to contact him about a buyout. He also stated that he just wanted to be let out of the contract, at a discount. The customer was advised that I would call him back later the same day or Monday to let him know what management had decided.
*On 1/25/2016, I spoke to the customer and advised him that we will cancel the contract effective, 02/01/2016, with no further obligation from their company. The customer then asked if we could let them use the software for one more month, changing the effective date to 03/01/2016. Advised customer that the cancellation was already in motion and cannot be reversed.
*As of 1/28/16, no emails were ever received by Mr. [redacted] or Mr. [redacted].
Initial Consumer Rebuttal /* (2000, 12, 2016/02/08) */

The ICD-9 to ICD-10 mandated transition by CSM was well known for months by providers. ABILITY advised all customers to prepare for this transition by calling us and submitting tests before the mandated transition of 10/1/2015.The customer [redacted], did not call in to submit test files until...

10/9/2015. There were multiple contact attempts made out to the customer by our support team to help the organization transition. There were long hold times and the issues was not resolved until 11/2/2015.  The issues were resolved and 109 claims were sent in November. Per the terms of use and the BAA the termination of the account requires a 90 day notice. The cancellation request was received on 11/2/2016, per the BAA and terms of use, the account was cancelled on 2/29/2016. The terminal remained open and functional until the official termination date.

The customer [redacted] who signed the order form on 9/28/2015 agreed to the terms of the ABILITY Network Service Agreement along with the price that was listed on the order form that he signed. The implementation was delayed as the customer stated that he was out of the country and did...

not have internet access, this was on 10/7/2015. Months of attempting to implement the service the customer signed for, the customer responded with a termination request. The customer stated that he sold his business but that he would not be passing the liabilities to the new owner. He also stated that their organization did not have the opportunity to have a trial run or test the program, this was due to his non-responsiveness to our 70 or more attempts to contact [redacted]. We have terminated his account and sent a final bill per the terms that he agreed to by signing the order.

Revdex.com:
Ability Manager, Asta...

[redacted], had emailed me and told me that Ability will cancel their contract with us.I attached an Email between us for you to review.If Ability canceled our contract like they promised, we will happily close the case. Thank you so much for your help. Sincerely,[redacted]

ABILITY apologizes that there is a dissatisfaction with the contract. Due to the Network Service Agreement, ABILITY legally can hold a customer to a full year long service period. However, we are willing to allow the customer out of the contract as of the end of this month as a concession. We do see...

that you have been a loyal customer for some time and do not wish to lose your business. EASE will be terminated at the end of the month and you will no long see a bill after the month of July. I attempted to call the number on the Revdex.com complaint to discuss the matter but did not reach a voicemail. We will continue to try to contact for resolution.

Although we understand that Dr. [redacted] would like a more immediate cancellation of services , after researching this issue we have found that there is no wording in the contract stating that a 30 day cancellation notice would be available.  By signing the contract, Dr. [redacted] acknowledged...

acceptance of the contract terms, namely that the term included a full year, with cancellations requiring a 60 day notice prior to the renewal date.  Thank you.

I am rejecting this response because:  I will accept this response as long as the $100 credit clears off any and all balance that they say is due.  They are no longer allowed to automatically take any funds out of our checking account.   We way overpaid for a service we were no longer using, I cannot justify paying for the 90 days

I apologize for the issue that you are experiencing.  I have researched the contract and User Agreement for verbiage stating that the customer would be able to Opt Out of this contract.  I have not located that verbiage. We are researching this issue in order to provide an appropriate...

resolution.

We apologize that you did not receive the service that you expected from ABILITY Network. We understand that there can be miscommunications and your issue should have been resolved within one day and escalated to a manager as well. We are able to cancel the account and offer the credit to your...

account as well. Again we apologize that the issue was not responded to correctly and appreciate the feedback.

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Address: 100 N 6th St STE 900A, Minneapolis, Minnesota, United States, 55403-1516

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