Affordable Gutter Services

Dear Complaint Resolution Consultant,Thank you for bringing [redacted] complaint to our attention.At TotalMD we continually strive to provide the highest levels of product quality and customer satisfaction We sincerely regret that we were unable to meet Ms [redacted] expectations throughout our communication with her Below is a summary review of Ms [redacted] interactions with our organization.In October Ms [redacted] purchased TotalMD's practice management software for her organization, [redacted] Medical Services Along with her purchase of the medical software, she also paid for a customized report in November of and the medical codes in December of 2014.While Ms [redacted] did begin her purchase in October, she is correct that she waited until December to begin the planning of implementation In December of we assisted Ms [redacted] in the installation of the software on her server, as well as providing training type assistance to numerous questions that Ms [redacted] had It was not until January 12th, that we first heard of issues Ms [redacted] was having with the software.In January we found out that Ms [redacted] was attempting to run the software as a web service, similar to TotalMD's separate web service offering While this is not prohibited, due to the complex nature of such a setup, it is not recommended nor fully supported We provide guidance to customers on what technological specifications and setup they would need but the full setup would come down to the end-user or their IT personnel Nevertheless, we continued to provide technical support to Ms [redacted] and confirmed by her via phone that the issues were resolved by January 14th, 2015.On January 19th, with the software functioning appropriately, Ms [redacted] team received training from TotalMD's training team on how to use the software As they had been transitioned to our software from another program, training is a vital step to become comfortable with the use of the new software.Ms [redacted] next concern was brought to our attention on January 30th, as she was now attempting to setup her claim processing through her clearing house Please know that with a new system, claim setup can be a tedious process depending on the clearing house and how they are attempting to map the claim Again though, we stayed in contact with Ms [redacted] throughout the process to ensure proper claim submission.Starting in March of 2015, Ms [redacted] began bringing to our attention issues her and her team were experiencing with the program that were regrettably not always occurring when our team was contacted Unfortunately, many of the issues she stated to be encountering at that time were either due to her network setup or simply routine maintenance that needed to be performed.Now in June of this year, I received a phone call from Ms [redacted] stating to have been encountering numerous errors since starting with the program, but did not go into further detail She stated to simply want to switch back to the software she was using previously, as this was what she was more comfortable with While she understood at that time the software was non-refundable, she did agree to allow us another chance to fix whatever errors she had been encountering, as there were no specific ongoing errors supported in her account records A lead tech then worked with Ms [redacted] on her network setup outside of our realm of support At the end of that interaction, the software was verified to be fully operational.Last week TotalMD was in communications with Ms [redacted] where she indicated her plans to switch back to the software she was previously using As we had attempted on numerous occasions to work with Ms [redacted] and could not verify any specific errors with the software itself, a refund could not be issued The reason for this is after the software has been paid for and registered, there is not a way of returning it Meaning, a practice could purchase the software, install it, request a refund shortly after and still continue to use the program.RESOLUTION:At this time, we welcome the opportunity to continue working with Ms [redacted] to provide a solution she can be happy with As part of that, we are willing to provide months free of our web based software service, which is what Ms [redacted] was essentially trying to accomplish on her own Additionally, after the first months expire, we will honor a rate of $199/mo for users with unlimited providers This charge is normally $405/mo for users and unlimited providers.Alternatively, we are still open to troubleshooting within our realm of support any errors that Ms [redacted] is encountering However, as she is setting up a custom web software configuration, there may be areas that we are unfortunately unable to assist with.We look forward to a mutually beneficial resolution in this matter.Regards, [redacted] ***Customer Care ManagerTotalMD, LLC

Dear Complaint Resolution Consultant,Thank you for bringing [redacted] complaint to our attention.At TotalMD we continually strive to provide the highest levels of product quality and customer satisfaction.  We sincerely regret that we were unable to meet Ms. [redacted] expectations...

throughout our communication with her.  Below is a summary review of Ms. [redacted] interactions with our organization.In October 2014 Ms. [redacted] purchased TotalMD's practice management software for her organization, [redacted] Medical Services.  Along with her purchase of the medical software, she also paid for a customized report in November of 2014 and the 2015 medical codes in December of 2014.While Ms. [redacted] did begin her purchase in October, she is correct that she waited until December to begin the planning of implementation.  In December of 2015 we assisted Ms. [redacted] in the installation of the software on her server, as well as providing training type assistance to numerous questions that Ms. [redacted] had.  It was not until January 12th, 2015 that we first heard of issues Ms. [redacted] was having with the software.In January we found out that Ms. [redacted] was attempting to run the software as a web service, similar to TotalMD's separate web service offering.  While this is not prohibited, due to the complex nature of such a setup, it is not recommended nor fully supported.  We provide guidance to customers on what technological specifications and setup they would need but the full setup would come down to the end-user or their IT personnel.  Nevertheless, we continued to provide technical support to Ms. [redacted] and confirmed by her via phone that the issues were resolved by January 14th, 2015.On January 19th, with the software functioning appropriately, Ms. [redacted] team received training from TotalMD's training team on how to use the software.  As they had been transitioned to our software from another program, training is a vital step to become comfortable with the use of the new software.Ms. [redacted] next concern was brought to our attention on January 30th, 2015 as she was now attempting to setup her claim processing through her clearing house.  Please know that with a new system, claim setup can be a tedious process depending on the clearing house and how they are attempting to map the claim.  Again though, we stayed in contact with Ms. [redacted] throughout the process to ensure proper claim submission.Starting in March of 2015, Ms. [redacted] began bringing to our attention issues her and her team were experiencing with the program that were regrettably not always occurring when our team was contacted.  Unfortunately, many of the issues she stated to be encountering at that time were either due to her network setup or simply routine maintenance that needed to be performed.Now in June of this year, I received a phone call from Ms. [redacted] stating to have been encountering numerous errors since starting with the program, but did not go into further detail.  She stated to simply want to switch back to the software she was using previously, as this was what she was more comfortable with.  While she understood at that time the software was non-refundable, she did agree to allow us another chance to fix whatever errors she had been encountering, as there were no specific ongoing errors supported in her account records.  A lead tech then worked with Ms. [redacted] on her network setup outside of our normal realm of support.  At the end of that interaction, the software was verified to be fully operational.Last week TotalMD was in communications with Ms. [redacted] where she indicated her plans to switch back to the software she was previously using.  As we had attempted on numerous occasions to work with Ms. [redacted] and could not verify any specific errors with the software itself, a refund could not be issued.  The reason for this is after the software has been paid for and registered, there is not a way of returning it.  Meaning, a practice could purchase the software, install it, request a refund shortly after and still continue to use the program.RESOLUTION:At this time, we welcome the opportunity to continue working with Ms. [redacted] to provide a solution she can be happy with.  As part of that, we are willing to provide 6 months free of our web based software service, which is what Ms. [redacted] was essentially trying to accomplish on her own.  Additionally, after the first 6 months expire, we will honor a rate of $199/mo for 5 users with unlimited providers.  This charge is normally $405/mo for 5 users and unlimited providers.Alternatively, we are still open to troubleshooting within our realm of support any errors that Ms. [redacted] is  encountering.  However, as she is setting up a custom web software configuration, there may be areas that we are unfortunately unable to assist with.We look forward to a mutually beneficial resolution in this matter.Regards,[redacted]Customer Care ManagerTotalMD, LLC