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, that they were not an actual clearinghouse I also reject the response because, in addition, in my letter to them on July 7, 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
I am rejecting this response because: I will accept this response as long as the $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 days
Thank you for your inquiry We have researched this issue thoroughly and we apologize that you did not get the service you had expectedOn July 19, 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/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 dateA cancellation of EASE was not discussed during this time The EASE was cancelled per your request on 6/30/and no other fees are due for this productAccording to our records, myABILITY with IVANS for the FISS/DEE access was used until January This product was not discussed for cancellation until April This product was set for cancellation and will cancel on 5/31/per the contractual agreementThere are two different service periods for two different services The IVANS product has an annual billing amount of $ 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 billingWe will offer a credit in the amount of $WE hope you will accept this as an acceptable resolution Thank you
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 futureIf this is accurate, I accept the response
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 cancellationI explained in full why the software was not going to work within the first days and I’m appalled that they would treat an existing customer with such little respect and honor what the sales person saidI had this conversation about the contract not stating that which I’m fully aware ofHowever, 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
The customer refers to the business as AVAILITY, our business is not AVAILITY but ABILITY NetworkWe 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 companiesWe looked at your utilization and do see that the utilization stopped at the end of 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 in advance of the service term renewal dateI have attached the signed contract and the Network Service Agreement for review Your service period officially ends on 10/31/before coming up for another annual renewalWe will cancel out the account effective immediately and will credit out any balance that is still owed on the account as a settlement
The ICD-to ICD-mandated transition by CSM was well known for months by providersABILITY 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/There were multiple contact attempts made out to the customer by our support team to help the organization transitionThere were long hold times and the issues was not resolved until 11/2/ The issues were resolved and claims were sent in NovemberPer the terms of use and the BAA the termination of the account requires a day noticeThe cancellation request was received on 11/2/2016, per the BAA and terms of use, the account was cancelled on 2/29/The terminal remained open and functional until the official termination date
We apologize that we did not meet the service level expected by the customerThe 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 placeThe 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 terminationThe signed agreement has a link to the ABILTIY terms of use that do clearly state the agreement is for year long and requires days notice prior to the service period renewal to terminate at the end of the service periodThe account is set to cancel at the end of the service term
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 fasterHowever, there is a termination agreement for MDOL/ABILITY customers that requires a day termination clause, which is why the service is schedule to end on 11/30/This is stated in the service agreement on the web portal that all users agree to by utilizing the servicesWe are happy to terminate the services as of today and credit out the open balance on the account
The customer [redacted] who signed the order form on 9/28/agreed to the terms of the ABILITY Network Service Agreement along with the price that was listed on the order form that he signedThe 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/Months of attempting to implement the service the customer signed for, the customer responded with a termination requestThe customer stated that he sold his business but that he would not be passing the liabilities to the new ownerHe 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 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
ABILITY apologizes that there is a dissatisfaction with the contractDue to the Network Service Agreement, ABILITY legally can hold a customer to a full year long service periodHowever, we are willing to allow the customer out of the contract as of the end of this month as a concessionWe do see that you have been a loyal customer for some time and do not wish to lose your businessEASE will be terminated at the end of the month and you will no long see a bill after the month of JulyI attempted to call the number on the Revdex.com complaint to discuss the matter but did not reach a voicemailWe will continue to try to contact for resolution
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 verbiageWe are researching this issue in order to provide an appropriate resolution
I am rejecting this response because: Since January of 2017, we can no longer use the serviceThe screen shot shows that there is no access to use the Ability Network serviceThey 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 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
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: 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, that they were not an actual clearinghouse I also reject the response because, in addition, in my letter to them on July 7, 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
I am rejecting this response because: I will accept this response as long as the $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 days
Thank you for your inquiry We have researched this issue thoroughly and we apologize that you did not get the service you had expectedOn July 19, 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/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 dateA cancellation of EASE was not discussed during this time The EASE was cancelled per your request on 6/30/and no other fees are due for this productAccording to our records, myABILITY with IVANS for the FISS/DEE access was used until January This product was not discussed for cancellation until April This product was set for cancellation and will cancel on 5/31/per the contractual agreementThere are two different service periods for two different services The IVANS product has an annual billing amount of $ 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 billingWe will offer a credit in the amount of $WE hope you will accept this as an acceptable resolution Thank you
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 futureIf this is accurate, I accept the response
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 cancellationI explained in full why the software was not going to work within the first days and I’m appalled that they would treat an existing customer with such little respect and honor what the sales person saidI had this conversation about the contract not stating that which I’m fully aware ofHowever, 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
The customer refers to the business as AVAILITY, our business is not AVAILITY but ABILITY NetworkWe 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 companiesWe looked at your utilization and do see that the utilization stopped at the end of 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 in advance of the service term renewal dateI have attached the signed contract and the Network Service Agreement for review Your service period officially ends on 10/31/before coming up for another annual renewalWe will cancel out the account effective immediately and will credit out any balance that is still owed on the account as a settlement
The ICD-to ICD-mandated transition by CSM was well known for months by providersABILITY 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/There were multiple contact attempts made out to the customer by our support team to help the organization transitionThere were long hold times and the issues was not resolved until 11/2/ The issues were resolved and claims were sent in NovemberPer the terms of use and the BAA the termination of the account requires a day noticeThe cancellation request was received on 11/2/2016, per the BAA and terms of use, the account was cancelled on 2/29/The terminal remained open and functional until the official termination date
We apologize that we did not meet the service level expected by the customerThe 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 placeThe 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 terminationThe signed agreement has a link to the ABILTIY terms of use that do clearly state the agreement is for year long and requires days notice prior to the service period renewal to terminate at the end of the service periodThe account is set to cancel at the end of the service term
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 fasterHowever, there is a termination agreement for MDOL/ABILITY customers that requires a day termination clause, which is why the service is schedule to end on 11/30/This is stated in the service agreement on the web portal that all users agree to by utilizing the servicesWe are happy to terminate the services as of today and credit out the open balance on the account
The customer [redacted] who signed the order form on 9/28/agreed to the terms of the ABILITY Network Service Agreement along with the price that was listed on the order form that he signedThe 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/Months of attempting to implement the service the customer signed for, the customer responded with a termination requestThe customer stated that he sold his business but that he would not be passing the liabilities to the new ownerHe 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 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
ABILITY apologizes that there is a dissatisfaction with the contractDue to the Network Service Agreement, ABILITY legally can hold a customer to a full year long service periodHowever, we are willing to allow the customer out of the contract as of the end of this month as a concessionWe do see that you have been a loyal customer for some time and do not wish to lose your businessEASE will be terminated at the end of the month and you will no long see a bill after the month of JulyI attempted to call the number on the Revdex.com complaint to discuss the matter but did not reach a voicemailWe will continue to try to contact for resolution
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 verbiageWe are researching this issue in order to provide an appropriate resolution
I am rejecting this response because: Since January of 2017, we can no longer use the serviceThe screen shot shows that there is no access to use the Ability Network serviceThey 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 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
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