Appointment-Plus

Alicia continues to be a customer that we are working with on a weekly basis to resolve her issues. We have communicated to her the process for system fixes, and notified her that the issues she is experiencing with the gift certificate will be resolved by the end of the month as soon as we have our...

next software release. We also offer free integration with email marketing systems to help her with the mass emails she sends to her clients. I have reached out to her to offer her credits to her account and am still waiting a return call.  Please remove this complaint as we have offered her a credit as requested and kept her up to date regarding her issues. 

 

Thank you.

I've been with Appointment Plus since 2010 - didn't work exactly the way we needed, but it worked okay - the problem was more a function of some very special needs we had, rather than a problem with Appointment Plus. So we worked around it. Pricing was okay for the product - given the limitations and the fact we had to change our processes to work around those limitations was frustrating and seemed like the product should have been cheaper, but an okay price. Some hiccups over the years with their programming, but those problems seemed to be resolved pretty quickly. Nothing sticks in my memory about a specific issue that wasn't resolved. But a year or two ago, I was contacted by Appointment Plus to say they would only be allowing one year pre-paid accounts, and I had to change from a monthly pay to a yearly pay. I wasn't happy about that, but they gave me a discount the first year. They told me that the discounted price would be my new price moving forward, so I thought that was a decent deal. However, at renewal time in August 2013, the price wasn't discounted and I questioned it - they said they never promised that the discount would carry from year to year. That was aggravating since I remembered clearly asking that question and was told yes. But the biggest kicker is in their refund policy when cancelling - I canceled their service March 2014 since I found a new service that would handle our needs much better. When I canceled and requested a refund of my pre-paid account (requested refund of 4 months worth of service), they told me that refunds are not available to annual payers. They FORCED me into annual payment status, I did not choose it. But now they have my money and they will be keeping it. So BEWARE - if you sign up for annual pay, don't expect a refund if you want to cancel.

Absolutely the worst customer service! It is virtually impossible to get prompt help unless you pay them a substantial amount more each month. The problem is that if their software were more user friendly, then you wouldn't need the support. Additionally, when you get someone (eventually) on the phone to help, you need to go through several people, and days, before a problem can be resolved. This is extremely detrimental to any business that needs online booking outside of banker's hours.

Review: 2 pd services (emails and gift certs) are malfunctioning for months without being fixed and without refunds for payment of these services

The last time I was able to use the email and the gift certificates properly was October. I have corresponded with customer service and tech support since november. Not only have the services I pay for not be fixed and still malfunction, but I have not been issued any refund and the same amount is continued to be deducted from my account even though the services are not working. Our business depends on christmas, new years, and valentines day to carry us through the year financially and most of the sales are online gift certificates. Our clients did not even know about our specials this year because of the email system malfunctioning. Those who did know because of [redacted] and other advertising and bought certificates online never received the certificates and I had no way to know they even paid for them. I have had many complaints, lost business, refunds demanded, and I had to work 10x's more than ever before just to try to catch these mistakes before they turned into nightmares. many of them did and I am still loosing clients and dealing with clients saying that we have poor customer service. with a 1 year old we need the money more than ever before but we are making so much less than ever before!Desired Settlement: I believe that I should be refunded $10 for every month that the gift certificates have not worked through April totaling $60. Being able to email clients is a part of the system too and loosing this service over the most important time of the year, I think we should be refunded $15/month for this service as well, totaling $90. This does not even come near to compensating me for all my time and the thousands of dollars we lost this season from not even getting sales, to refunding clients, to loo

Business

Response:

Alicia continues to be a customer that we are working with on a weekly basis to resolve her issues. We have communicated to her the process for system fixes, and notified her that the issues she is experiencing with the gift certificate will be resolved by the end of the month as soon as we have our next software release. We also offer free integration with email marketing systems to help her with the mass emails she sends to her clients. I have reached out to her to offer her credits to her account and am still waiting a return call. Please remove this complaint as we have offered her a credit as requested and kept her up to date regarding her issues.

Thank you.

Our Physical Therapy clinic has used Appointment-Plus for about a year now and we have been SOOO disappointed with the product. We are currently seeking out a new online scheduler. They have become increasingly unreliable and go down for days at a time. I currently have a support ticket that has been open for 29 DAYS without a resolution!! They don’t return phone calls and are very rude when they do. Do yourself a favor and skip Appointment-Plus!

I can't even give a one star. Horrible customer service. Aaron in sales is condescending with a major attitude. Don't call this company. After reading their reviews, I'm very happy that I ended my inquiry after one phone call.

When we first signed on with Appointment-Plus, the system worked well. They did an "enhancement" and our appointments and customer records began duplicating. We complained for 3 months with no resolution. We even had been paying extra for tech support. We finally had to cancel the service about a month ago. They disabled our employee logins, but some of our customers had the appointment page bookmarked. The system continued to take appointments after we cancelled. We started having customers show up with confirmation emails but all of our kennels were full. It is almost impossible to get a live person on the phone to fix it. When you finally do, they argue with you. I do not wish Appointment-Plus on my worst enemies.