Eyefinity, Inc.

Eyefinity takes great pride in the service that we provide to all our customers. As you can imagine the news that Ms. [redacted] filed a complaint against the Eyefinity Organization was very surprising given...

the extent my teams went and continue to go to address her issues.
I’d like to provide you with some of the details around Ms. [redacted] case.
 
We have been working with [redacted] diligently on their Eyefinity support issues. In fact we’ve completed their upgrades, data conversion, and now completing their interface setup, all high value services provided at no charge, which would have been a substantial amount. Also I would like to add that we scheduled full training sessions on the product that they purchased, however they did not attended these vital and valuable courses. It was stated in the [redacted] complaint that they were unable to submit claims. This is an inaccurate statement as alternative methods were explained on how they are able to submit through our Eyefinity website. The support teams did in fact communicate and set expectations levels with the client with numerous emails and phone calls.
 
Eyefinity has remained loyal in addressing the issues faced by [redacted] and is dedicated to the success of all its clients and partners. Should you require supporting evidence we can provide full audit logs, timelines, and email trails.
I hope this does address the concerns that the appropriate actions have and continue to be taken to assist our client and that this resolves the dispute with complaint.
 
Please let me know if you require more data.
 
 
Kindest regards,
[redacted]

Review: We recently enrolled in an Escript program. We never used the software because after reviewing the orientation video it is apparent that the system will not meet our needs appropriately.We asked for a refund, which they declined.They keep telling us that we need training and that they will help us use the software. We keep calling them to set an appointment. They said they will call us back and we have not heard from them since we called them a week ago.

Product_Or_Service: Escript

Desired Settlement: DesiredSettlementID: Refund

Refund the whole $1600 that we paid.

Business

Response:

Initial Business Response

We have contacted the client and are working together on an agreeable solution.

Review: Eyefinity is a company that we purchased much of our office's software from.We are a small business (Optometry/Opthalmology) in Boulder Colorado. We purchased our EHR (electronic health record) as well as our practice management software (scheduler,internal accounting) through Eyefinity.Recently we were needing to run an upgraded version of the software, and decided to update the EHR to the cloud based version of the software and began the initial processes of training and implementation. We had quite a lot of difficulty having appointments kept and were always blamed for the "no shows" in regards to the scheduled web meetings for training.It was taking quite a lot of time getting this under way. After quite a few months of trying to pinpoint specific problems regarding data corruption in our practice management software we were finally able to identify these problems were so severe it was causing a major problem with claims actually getting sent out resulting in a dramatic loss in insurance payments as well as coding errors that made it difficult if not impossible to bill any patients to practice ethical business due to discrepancies. We have contacted all three tiers of technical support, and a data team that has come in to our server and collected mass amounts of corruption agreeing we had a major issue with the software. This process due to us having to actively pursue any resolution every step of the way has caused this to last over 3 months. Still no resolution. Their employees and supervisors state they will call you back in a specific amount of time and never call.They never answer their emails or voicemails. Excuses upon excuses are given and promises are continuously made, even proposals by email to fix these issues,however none of these promises never materialize and every once and a while they will completely shift gears and state that it is our practices fault for somehow not using the software correctly despite all of the software initially working and same staff for years.Desired Settlement: We are requesting that the product be replaced and our practice be reimbursed for the financial hardships and hours wasted by staff,as well as lost revenues on account of the system generating fee slips and recording them as zero balances regardless of how you record them leaving our office unable to determine the fee slips that actually have a zero balance from the ones supposed to have a zero balance.This problem has left our office unable to bill appropriately. Also follow through.

Business

Response:

Eyefinity takes great pride in the service that we provide to all our customers. As you can imagine the news that Ms. [redacted] filed a complaint against the Eyefinity Organization was very surprising given the extent my teams went and continue to go to address her issues.

I’d like to provide you with some of the details around Ms. [redacted] case.

We have been working with [redacted] diligently on their Eyefinity support issues. In fact we’ve completed their upgrades, data conversion, and now completing their interface setup, all high value services provided at no charge, which would have been a substantial amount. Also I would like to add that we scheduled full training sessions on the product that they purchased, however they did not attended these vital and valuable courses. It was stated in the [redacted] complaint that they were unable to submit claims. This is an inaccurate statement as alternative methods were explained on how they are able to submit through our Eyefinity website. The support teams did in fact communicate and set expectations levels with the client with numerous emails and phone calls.

Eyefinity has remained loyal in addressing the issues faced by [redacted] and is dedicated to the success of all its clients and partners. Should you require supporting evidence we can provide full audit logs, timelines, and email trails.

I hope this does address the concerns that the appropriate actions have and continue to be taken to assist our client and that this resolves the dispute with complaint.

Please let me know if you require more data.

Kindest regards,