Ability Network Inc

We understand that this client is upset over renewal of account.  Our MDOL terms state clearly that this service has an automatic renewal policy and that they renew with the exception of us receiving  a 90 day notice in order to cancel.  This account was not under a written contract...

but an online click through agreement that allows them to terminate.  That is clearly highlighted in our agreement.Thank you.

We apologize that we did not meet the service level expected by the customer. The reason why the account was not cancelled immediately when  the request was originally sent to ABILITY is because there is a one year long agreement in place. The customer did sign the contract and by signing the...

contract the customer is agreeing to the network service terms of use and the terms of termination. The signed agreement has a link to the ABILTIY terms of use that do clearly state the agreement is for 1 year long and requires 60 days notice prior to the service period renewal to terminate at the end of the service period. The account is set to cancel at the end of the service term.

I am rejecting this response because: I don't understand why I was charged $280 .00 dollars , what was the charge for when they never performed any services for me.Also Ability did not sign the contract, and the contract was not sent back to me..

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am rejecting this response because: Since January of 2017, we can no longer use the service. The screen shot shows that there is no access to use the Ability Network service. They continue to charge me for a service I cannot use is totally unacceptable; Ability expects me to pay for a service which is no longer available since January 2017. Not only they hid the key 12-month term in a separate link of the service agreement, the "let the consumer aware" is an unethical business practice.

Initial Business Response /* (1000, 5, 2015/07/27) */
Revdex.com Complaint: [redacted] - CHIROPRACTIC HEALTH SERVICES
In June of 2014 the customer, [redacted], began her contract for the price of $94.99 per month for one physician. For the months of July, August and September the customer was charged...

$189.98 (twice the contract amount) due to a claim error. The customer's biller submitted claims for an additional physician, K. Drew [redacted]. The errors totaled $284.97. Although a credit request was submitted, it was denied due to the errors being on the part of the biller.
Per the contract, ABILITY must notify the customer of a price increase. In November 2014, on an invoice sent to the customer, [redacted], it was noted that her pricing would be increased in January.
In January 2015, her price increased to $189.98. On March 23, 2015 we spoke to Tonja in reference to cancelling the account because of the price increase. There was an attempt to discuss a price reduction however Tonja did not want to discuss anything further. Tonya was directed through the termination process and advised that, per the contract, the final term date would be 6/30/15, ninety days after cancelling.
On 7/23/15, a supervisor called to speak with [redacted] in reference to her Revdex.com complaint. As the supervisor began to advise the customer of the errors made by her biller, the customer interrupted saying that she is not going to pay and that she has to go.
The Offer: ABILITY is prepared to reduce her monthly charge to $94.99 for April 2015, May 2015 and June 2015 if the customer is willing to pay for the errors caused by her biller. ABILITY is interested in resolving this issue.

I am rejecting this response because:
The...

responder wishes to state that they are a clearinghouse for ems billing.  As per my staff, who dealt with them several times via phone trying to resolve issues, Anthony [redacted] stated by phone on July 6, 2017 that they were not an actual clearinghouse.  I also reject the response because, in addition, in my letter to them on July 7, 2017 I wrote that Anthony [redacted] had admitted that they were not a clearinghouse.  That letter was sent certified mail and return receipt was acknowledged.  The letter was also sent via email to four different people in Ability, including Anthony [redacted], on that same date.  Never did anyone of these four, nor any other representative from Ability, respond to my letter or email to explain their position.  Regardless, the City's position is that we were mislead on the sales pitch, and we never got the software to work after many days of trying.  Therefore, I repeat my original position that I wish to cancel the service.  We have never used the service.  I will allow one month of payment to reflect the time that staff tried to work to resolve the issues, but no more than that.

We are sorry to hear that we did not meet your service expectations. The business agreement between MDOL/ABILITY Network and your organization does state that buy using our service you agree to the terms of usage. This does include the terms of termination. The terms of termination as documented on...

the terminal for all of our customers to read states that we require 90 days written notice to terminate an account. We never received a written notice and your terminal remained open for use until you called in to terminate in November. We did shut the terminal off immediately once the cancellation department was contacted by you. We are will to make a concession regarding the open balance due on the account by crediting $100. If you do have documentation regarding the termination request at an earlier time, please attach it to your response.

We apologize for the lack of customer service, you should have received the emails that you had been promised and you should have been responded to faster. However, there is a termination agreement for MDOL/ABILITY customers that requires a 90 day termination clause, which is why the service is...

schedule to end on 11/30/2016. This is stated in the service agreement on the web portal that all users agree to by utilizing the services. We are happy to terminate the services as of today and credit out the open balance on the account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, given that the following is true: I am understanding this response as they will remove the past balance due and will not try to charge me in the future. If this is accurate, I accept the response.

Dear Customer, ABILITY uses a clearing house (such as Change HealthCare formerly known as Emdeon to scrub claims that are sent from ABILITY through the clearing house then to the insurance payer). The responses are then sent from the payer  back through the clearing house and to the ABILITY software. This case was reviewed at an executive level and it was determined that because your company refused to respond to the implementation calls and signed a contract you are responsible for the amount that is disputed. Please read the contract attached that describes the clearing house functionality, embedded in the product. I apologize that the description you received was not 100% our role as a clearing house function but we do send the claims through the clearing house and provide the data and information that the claim scrubber sends back in an easy to read reporting.

After reviewing the complaint ABILITY Network has decided to rescind the account from third party collections. We will no long pursue this action and there will be no adverse action taken by ABILITY against the former customer.

The customer refers to the business as AVAILITY, our business is not AVAILITY but ABILITY Network. We apologize that your request to terminate was not responded to in a more efficient manner, there may have been confusion regarding the naming convention of the companies. We looked at...

your utilization and do see that the utilization stopped at the end of 2014. However, your organization signed and agreement with ABILITY Network and have been bound to the terms of the agreement and auto-renewal unless we are contacted 60 in advance of the service term renewal date. I have attached the signed contract and the Network Service Agreement for review.  Your service period officially ends on 10/31/2016 before coming up for another annual renewal. We will cancel out the account effective immediately and will credit out any balance that is still owed on the account as a settlement.

The service was suspended as we stopped receiving payments in January.