Dubeta Kenneth R Dr

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [The response is inaccurate, misleading, at the very leastI could use more appropriate and angrier words but I will leave it that for nowIo always passes off many of their problems on the customer's connectivity problems, knowing full well that this just leads to further costs and delays on the customer's end IO knew all along the problem was on thier endThis deliberate misleading action has cost us hundreds of thousande of dollarsI have documented emials to prove their deception.Their response is always a passive aggressive reponse like this oneThere is a phone number for support, which is very rarely answeredIf some one does repond, you get a "ticket" opened up, which often times never gets answered, and no followup action.We daily have inability to access patient records, and have gone by days on end without resolution when it could have been fixed by IO fairly quickly.Lastly, when we calmly plea for help, I have been nicely informed(sarcasm) that if I complain they just might not be available to help us the next timeThis tactic started years ago and continues todayTheir behavior is wrong, and will lead to mistakes in patient care if it already hasn't [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Reference Number: ***IO Practiceware received the above-referenced customer complaint and appreciates the opportunity to respond.We would like to inform our customers that IO Practiceware, Incwas recently acquired by *** ***Company has established a fully functional Customer Support for
IO Practiceware, Incand can be contacted by phone, support website and email, which was missing/inadequate prior to the acquisition by *** ***Customers in need of support, can call *** *** or visit our IO Support site or email us *** ***, is working to improve/enhance all aspects related to IO Practiceware, Inc., which our customers have started experiencing and we are getting good feedback for the same.Complain regarding Meaningful Use measure, with the recent software update we have fixed MU calculators and it was fixed for Atlantic Eye Physicians, PA as wellA confirmation email was sent from IO.If they are still facing any issue, we request them to contact our customer supportCustomer Support will certainly help to resolve the issue at priority.Also related to billing and electronic records needs of the practice, we would like to understand what specific issue they are facing because it is working fine for our other customersIf there is some issue/error, we would look at it at priority and get this resolved for them.Again, in order to ensure the best possible customer experience, we request customer facing issues to contact customer supportIf in case customer support is not able to assist them, they can always escalate to CS Manager (*** ***).To the Customer,We would be more than willing to resolve any particular issue/ticket they have which is not addressed or resolved as of this date.Please accept our sincerest apology for any trouble or inconvenience we have caused youAgain, we highly appreciate your feedback as it will assist us in becoming better at what we doAs with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customerIt’s our goal to retain you as a satisfied customer and will hope to serve you again in the future.IO Practiceware, Incsincerely regrets any inconvenience this issue may have causedThe company is actively working to improve service levels and your feedback has proved to be invaluablePlease feel free to contact us, if you have any additional questions or concerns in this matter

Revdex.com:
Their response is misguided at the very least, deceitful more likelyDue to the lies and deceit we lost several hundreds of thousands of dollarsDue to their seemingly uncaring attitude and failure to respond to our needs patient care was sufferingWe were forced to look to other EMR companies in order to provide care to our patientsWe continued to have days when we couldn't access patient recordsThere are many practices with the same complaints as we are all talking trying to help each other due to the horrible support provided by this company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Reference Number: [redacted]IO Practiceware received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Dr. C[redacted] complains, that IO Practiceware is dysfunctional. They can’t use the software, can’t access patient records, there is no service department....

And IO holding them ransom by demanding payment for a service not provided.First of all, we would like to inform the fact that IO Practiceware, Inc. is wholly functional and none of its businesses or operational unit has been shut down.Dr. C[redacted]s complaint related to the software; in case software is not working or if they are unable to access patient records, they can contact our customer support team at ###-###-#### or write us about the issue at [redacted]. Customer Support will certainly help to resolve the issue at priority. We ask that you please keep in mind; software is only one of many factors that can affect issues experienced. Factors such as internet connectivity, computer hardware components, and facilities, can have an impact as well. Again, in order to ensure the best possible customer experience, we request customer facing issues to contact customer support. If in case customer support is not able to assist them, they can always escalate to CS Manager (Peter V[redacted]) or Chief Customer Officer (Prince J[redacted]).As per the information shared by their practice manager, they are using a new EHR software and IO software is used only to access old patient data. Till the time they are using the IO application, we will continue to provide them all the support they need and the practice is liable to pay.IO Practiceware, Inc. customer support is in place and is also fully functional and can be contacted by phone, support website and email. Customers in need of support, can call ###-###-#### or visit our IO Support site or email us [redacted].As per the agreement signed between Dr. Francis J C[redacted] and IO Practiceware, Inc., till the time IO Practiceware software is being used by their practice, they are liable to pay the agreed charges, no other charges are payable unless agreed by both the parties. As of now, Dr. Francis J C[redacted] practice is using our services. To the Customer,We are in regular touch with your practice manager (Rhonda) and IT Manager (Tyler) for all kind of support requested from IO. We would be more than willing to resolve any particular issue/ticket they have which is not addressed or resolved as of this date.Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future.IO Practiceware, Inc. sincerely regrets any inconvenience this issue may have caused. The company is actively working to improve service levels and your feedback has proved to be invaluable. Please feel free to contact us, if you have any additional questions or concerns in this matter.

Dr. [redacted]s practice is using IO Practiceware's cloud services to access their patient information. I have got this reconfirmed from our back end technical team, application is working fine for them without any issues. Also, on the request from Dr. C[redacted]s Practice manager Rhonda L.T[redacted] and IT manager Tyler K[redacted], we have already shared the complete backup of their patient information with them and we have also sent an email confirming about this data transfer. In a way, they have both data backup and application access to check patient data. Software is only one of many factors that can affect issues experienced. Factors such as internet connectivity, computer hardware components, and facilities, can also have an impact to access patient data. We request Dr. [redacted] to contact our customer support team, whenever they face any issue using IOPW services. Even after multiple communication through Revdex.com portal, Dr. C[redacted] has not specified specific issue which is affecting their business. This fact cannot be overlooked that Dr. C[redacted]s practice is not using IO as their primary EHR; just using it to access patient information. Cloud service is working fine, they can access data easily and now, we have also provided them with the backup of their data which was on IOPW’s cloud. We request to close this Revdex.com Complaint ID #: [redacted], because there is no such evidence to continue it.Manager Customer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The response is inaccurate, misleading, at the very least. I could use more appropriate and angrier words but I will leave it that for now. Io always passes off many of their problems on the customer's connectivity problems, knowing full well that this just leads to further costs and delays on the customer's end IO knew all along the problem was on thier end. This deliberate misleading action has cost us hundreds of thousande of dollars. I have documented emials to prove their deception.Their response is always a passive aggressive reponse like this one. There is a phone number for support, which is very rarely answered. If some one does repond, you get a "ticket" opened up, which often times never gets answered, and no followup action.We daily have inability to access patient records, and have gone by days on end without resolution when it could have been fixed by IO fairly quickly.Lastly, when we calmly plea for help, I have been nicely informed(sarcasm) that if I complain they just might not be available to help us the next time. This tactic started years ago and continues today. Their behavior is wrong, and will lead to mistakes in patient care if it already hasn't.  [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Reference Number: [redacted]IO Practiceware received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, [redacted] [redacted] complains, that IO Practiceware has not provided the services as in contract in any reasonable amount of time and in many...

cases not at all. Their software is outdated and when the do provide updates invariably it causes interruption in our ability to use the system.We would like to inform our customers that IO Practiceware, Inc. was recently acquired by ELI Group. Company has established a fully functional Customer Support for IO Practiceware, Inc. and can be contacted by phone, support website and email, which was missing/inadequate prior to the acquisition by ELI group. Customers in need of support, can call ###-###-#### or visit our IO Support site or email us [redacted]. Customer Support will certainly help to resolve the issue at priority.Related to the software, our software is up to date (not out dated) and is also a certified EHR software.IO Practiceware, Inc. always work in direction to improve its software and meet the required expectations of the customer. Updates are really important for several reasons: firstly, to enhance the user experience by adding more feature, secondly to continue to comply with government regulations, like ICD10 and solve problems with the software. For example, no software is perfect and runs smoothly all the time, whenever bug/problem is identified, we work to get it fixed and share the update with our all customers in form of software update or release.Again, in order to ensure the best possible customer experience, we request customer facing issues to contact customer support. If in case customer support is not able to assist them, they can always escalate to CS Manager ([redacted]). To the Customer,We would be more than willing to resolve any particular issue/ticket they have which is not addressed or resolved as of this date.Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer. It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future.IO Practiceware, Inc. sincerely regrets any inconvenience this issue may have caused. The company is actively working to improve service levels and your feedback has proved to be invaluable. Please feel free to contact us, if you have any additional questions or concerns in this matter.