Greg Garrett Property Management

To Whom It May Concern:We pride ourselves on having satisfied clients, and we are disappointed that a client has felt that they need to go to such lengths to be heardWe take complaints very seriously and strive to ensure each and every one of our customers is entirely satisfied with their purchaseOur CTAdvocate manager, [redacted] ( [redacted] ) and our Customer Support Manager, [redacted] ( [redacted] ) will be reaching out directly to ensure that we can ameliorate this situation and find a swift resolutionSincerely,The ChiroTouch Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [It is very simple: I have gone through this process entirely, beforeI have canceled my participation with them, I have requested to be removed from all forms of communication...and yet here we are, a year and a half laterAlong with the business "absolving" me from any responsibility (I find that wording incorrect and mildly amusing, since I was not responsible for ANY amount of money to start with, it is as if they are saying it is partially MY FAULTI want them to remove me from all sources of communication: email, phone, address/mail, everythingI never want to hear from this lousy excuse for a business ever againThey have wasted tremendous amounts of my time, resources, and energy, in the process of sending threatening emails instead of actually calling meI will not accept their response until I, they, and YOU the Revdex.com, can guarantee they will never contact me ever again.] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] To Whom it May Concern: I have attached a letter of my current status....in my complaint against Chiro-Touch

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

RE: Complaint # [redacted] Dear Sir or Madam, In response to the client’s rejection of the latest rebuttal to her complaint: There are many statements in our client’s most recent response to our response to her complaint # [redacted] that I believe to be mischaracterized and inaccurateIn a good faith effort to simply state the facts of this matter, and come to a satisfactory resolution, please find my account below in response Contrary to our client’s statement that she has been in contact with myself, it is accurate to state that we have never been in direct contact, as per the client’s stated wishes when this complaint was first filedAll communications have gone through the Revdex.comI have attempted to address this complaint directly with the client both via phone and through direct email, to no direct responseAs “client success manager” as opposed to being “in charge of client satisfaction” as the client has previously stated, it is my duty to help to ensure that clients are successful in utilizing our productsIn this case it should be noted that although this client demonstrated voluntary intent to implement and use Smart Cloud by participating in and fully utilizing our staff and services for installation, training, and data import and conversion from her last software, there was never any valid reasoning offered to justify cancellation of this yearlong binding contract beyond buyer’s remorseAs the client stated previously in her initial compliant, she never went live with Smart Cloud even though Installation, training, and data conversion services were complete, and as a result her software was in fact customized with her data at that pointAlso, at no point was there any intention to “mock” the client’s surprise that she was unaware of the full terms of the contract that she voluntarily entered into I’ve attached a copy of the contract that was electronically entered into through the processing of an electronic purchase agreementThere was never any “pen to page” signing of a signature per se, as this business was conducted online and through an electronic purchase agreement which gives the client the opportunity to review all the terms and then asks for the voluntary placement of a checkmark in a box, that upon agreement acceptance, becomes legally bindingIn this day and age, any time there is a purchase made online or electronically, this is very commonIt was during the electronic acceptance of this contract that the client had knowledge and voluntarily offered forth her business account information, and authorized the withdrawal of funds to satisfy the terms of this business transactionAcknowledgement of this transaction, dated 9-30-15, has been offered by the client in her original correspondence in this complaintThe client’s contention that this was an unauthorized business transaction, and that auto withdrawals from the account that was voluntarily offered on record was “paramount to “stealing”, is wholly unfair and inaccurate in light of the terms of the contract With that being said, it is clear that there truly were, for a brief time, some hiccups in communication between the client and our accounting team, but at no point and time was there ever any malfeasance on either endThe client contends in her original complaint, “After days, I decided that this software was not going to work for our office and sent notice of cancellationI received no response for days and then it was their collections department that contacted me wanting payment for October, November, and December.” This above statement in itself lends credibility to the fact that the client acknowledges that she was aware of the fact that she did indeed voluntarily purchase the software which required acknowledging the purchase terms and entering into the agreement attachedThe software was customized to her preferences and loaded with the info desired from her previous software In the client’s letter dated 5-23-16, she further states, “I believe that I should have never been sold this system, since I have a small practice, and I am semi-retired and it is much more suitable for larger venuesI was misled by the salesman that this was a month to month agreementMr [redacted] has not addressed these issues at all, but continues to recite the contract, which I was not aware of until February 2016”In addressing this directly I think it is important to point out that there are always two entities involved in a business transaction, and ultimately it is a voluntary agreement reached by two parties and is done so under no duressThe client statement that she “should never have been sold this system” intimates that there was undue influence To suggest that she was induced to act otherwise than by her own free will or without adequate attention to the consequences, is another instance of inaccurately stating the facts in this matter At any time prior to agreeing to the purchase terms, and offering payment, as well as prior to installation, the client could have decided against purchase and a refund would have been submitted immediatelyIn this case the software was installed, the office participated in training, and data conversion was completed The contention that the software is “much more suitable for larger venues”, is also unfounded, as Smart Cloud is happily used in hundreds of small offices, some as small as one provider operating without any staffIn many cases it is preferred for smaller offices as it is far easier to learn and implement than many other similar products in the marketFurther contention that there was any misleading statements by her salesperson relative to simply being a month to month engagement are also unfounded and unfair, as one of the biggest selling points of purchasing Smart Cloud under the “Software as a service” or “SAAS” agreement, is that it only requires a month engagement, which can be cancelled any time after the initial service term of months, and runs month to month at the conclusion of that initial monthsThe client’s statement that she was not aware of the contract she entered into, until February of 2016, suggests that the opportunity to become aware of such a contract was never made availableThis is simply not the caseAll purchase terms, acceptance information, and agreed upon covenants are absolutely made readily available at the time of purchase, and there is a request for authorization that is formally presented through the electronic purchase agreement which strongly implores the contract be read and reviewed prior to authorizingBy authorizing the transaction, it is clearly stated that the terms have been reviewed and agreed uponThe client states that she, “believe(s) that (the seller) should be held responsible to make the client aware of what they are signing up for”As a company, we are very careful to be up front and out in the open relative to these agreements to ensure that this type of misunderstanding does not happenThis is also why our salespersons make sure to verbally articulate that this type of agreement has a minimum service term of months before it can be terminated without the buyer being responsible for paying the balance of what is owed between the request to cancel and the end of the service termBeyond that, it is important to point out that the initial and opening terminology within the mandatorily reviewed contract clearly and in all capital, and bold writing states: “CLICK THROUGH SOFTWARE AS A SERVICE AGREEMENT YOU SHOULD READ CAREFULLY THE FOLLOWING TERMS AND CONDITIONS BEFORE CLICKING THE "I ACCEPT" BUTTONTHIS DOCUMENT DEFINES WHAT YOU CAN AND CANNOT DO WITH THE SERVICE AND SOFTWARE, AS WELL AS CONDITIONS AND LIMITATIONS ON RIGHTS, WARRANTIES, AND REMEDIESYOU ARE BEING PROVIDED WITH THIS DOCUMENT BECAUSE YOU DESIRE ACCESS THE SERVICE PROVIDED BY IPSIF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS OF THIS SAAS AGREEMENT, THEN DO NOT CLICK THE "I ACCEPT BUTTON", DO NOT ACCESS OR OTHERWISE UTILIZE THE SERVICE, AND DO NOTIFY IPS IN WRITING OF YOUR REJECTION OF THE SAAS AGREEMENT AT THE ADDRESS PROVIDED BELOW” It is in this vein that we believe we are acting responsibly on behalf of all potential clients in making them aware of what they are signing up forIf a client determines it is not necessary to review, recognize, and ask questions as to the specifics of an agreement on their way to entering into it, it seems unreasonable to hold the seller responsible when all information was clearly and adequately provided On the next note, I am compelled to explain my sincere statement of empathy that is also being put into question from my attempt at communication with the client dated May 23rd In that email, I stated,” I empathize with the fact that circumstances have changed within your practice, as change can be disruptive and alter plans that were madeI also implore you to give us the opportunity to help you with utilizing the software so we can help to show the value it can bring with in your practice.” This was in direct acknowledgement and response to the client’s response through the Revdex.com dated 5-20-2:50PM which stated, “I was in fact shocked to find that I was in "collections with your company" since this was the first that I heard that money was owed from [redacted] a few weeks after I submitted my resignation.” I apparently misunderstood this comment to reflect that the Client had resigned her position in the practice, be it as owner or otherwise, and after that reading I had assumed the client had resigned from one practice, and started work in another, thus my reference to “empathy for changes” in the practiceThis was an honest mistake on my part in interpreting the messaging in the client’s letterThis is a perfect example of how easily misunderstandings can happen and for this I apologize Ultimately, and admittedly, in her statement in rebuttal dated 5-23-16, the client states she is “extremely dissatisfied with his lack of any negotiation in regards to my formal compliant” referring to the fact that we have not opened communication on this complaint with an attempt to immediately negotiateIt is our contention that as a business that operates within an industry that is extremely close knit, and nurtures the types of client relationships that beget referral driven business, it would be irresponsible to submit to demands that are founded in personal conjecture, and statements and accusations that at times have been unfair and or unfoundedThe threat of complaining to the Revdex.com, and or social media in an attempt to impugn the reputation and credibility of a company is very common in this day and age, and when unjustified and based in simple post product delivery buyer’s remorse and in an attempt to renege on a legitimate contract that was voluntarily entered into, could seem to have an air of extortion about it Nonetheless, in good faith, and out of sincere concern for any reported unprofessionalism on ChiroTouch’ s end, we recognize that we could have done a much better job in communication relating to monies owed and when, during the months of January and February As a result, and in the interest of closing this Revdex.com complaint, we offer to allow the client to disengage from the existing contract as of acceptance of this agreement, and waive and absolve the client of the remaining payments due of $for a total write off of $ Typically, and in concert with the contract that is in place, if the contract is cancelled by the client premature to the end of the service term, the monies owed by the client to “buy out” the remainder of the contract would equate to the total of the remaining payments owed on the service termIn a gesture of good faith we are willing to waive these fees

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below have been in contact with Chiro-touch via [redacted] who is in charge of client satisfactionI am extremely dissatisfied with his lack of any negotiation in regards to my formal complaintsIt appears that his only platform is to mock my “shock and disbelief” and quote section of a contract that I have yet to see a signed copy of.I continue to believe they had no legal right to withdraw money from my business account without my knowledge or authorizationThat is paramount to “stealing”.He has not explained at all about the lack of billing and communication when I was working with the company, in the initial learning process.I believe that I demonstrated good will in sending a check for $for services rendered October, November & December.I believe that I never should have been sold this system, since I have a small practice, and I am semi-retired and it is much more suitable for larger venuesI was misled by the salesman that this was a month to month agreementMr [redacted] has not addressed these issues at all, but continues to recite the contract, which I was not aware of until Feb of 2016.I believe they should be held responsible to make the client aware of what they are signing up forI was persuaded to leave a software company that I was on a month to monthMr [redacted] claims empathy for changes in my practiceWhat does that meanI am happy in my practice., of yearsI am totally unhappy with ChiroTouch and feel that my only satisfaction is to be compensated for my distressIt has been such a miserable experience that I want to end further contact with this company along with the $that was taken from my account, without my permission.And whatever empathy he has is misplaced, as I want nothing to do with this chaotic company and lack of coherent dealings, probably due to their recent merger No I am not asking for anything more than what a reasonable person would expect, given the same circumstances Regards, [redacted]

Re: Compliant # [redacted] 11-10-Dear Sir or Madam, As always we strive to have clients that are more than satisfiedWhile there are times where this is difficult, we do our best to exhaust all efforts towards that end We have followed up via phone with our client on 11-9-to address his concerns and we believe we have found an amicable resolution and come to a mutually beneficial resolution We are very thankful for our client's time in providing feedback that will help to improve our processesPlease do not hesitate to let us know if we can provide any more information regarding this case Sincerely , The ChiroTouch Team

10-18-16Re: complaint # [redacted] Dear Sir/ Madam,Thank you so much for bringing this matter to our attention It is always our desire and intention to help each and every client to the best of our abilitiesWe value the relationship we have with each and every client, and we deeply regret and apologize to our client for the time and effort required to communicate this thru indirect channels, and have taken steps to ensure a cleaner and more effortless line of communication thru to our support teamOver the course of the last weeks, a ChiroTouch IT support team lead has been in contact with the client, multiple times, starting on 10/6/2016, and continuing in multiple instances on 10/10/2016, and as recently as yesterday, 10/17/16, and today, 10-18-Our IT support team lead remains in contact today in an effort to continue to resolve the issues, which are proving to be a challenge.At the current time, and as of the writing of this response, both ChiroTouch’s IT management team, and our Client Success Manager have shared all direct contact information with the client, and we continue to actively work to resolve these issues.In today’s most recent follow up calls with the practice, it was indicated that issues remain, and we are in contact and actively working through them, and will continue to, until the issues are resolved and our client is satisfiedAn open dialogue is now in place as well as scheduled routine follow up until we are certain we have satisfactory resolutionYours in health, [redacted] Client Success ManagerChirotouch/SmartCloud [redacted]

To Whom it may concern, As always we thank our client for bringing this to our attentionWhenever there are issues that arise out of clerical error on our part, we strive to do all that we can to rectify them as quickly as we possibly canIn this case, a full refund of $ is being issued and a check should be sent out no later than Wednesday, October 25th We regret any inconvenience(s) that this has caused our client and hope that this resolves this issue and restores their confidence in usSincerely , The ChiroTouch Team

Thank you ***! We have a strict no refunds policy that our clients sign off on in the license agreement, so we rarely make exceptionsObviously we’d prefer to be known to stand by this policyBut with that being said, our records state we refunded this purchase in early AugustIn rare and extreme cases where we find that a client is not amenable to proceeding through the training protocol and is combative in finding resolution, we will make a determination to provide a refund The software is a comprehensive EHR and it functions as advertised with no need to purchase any additional add-onsThe software is a standalone software and a great many of our clients use our software without the purchase of any additional optional services We provide online training, which is laid out in detail during the sale processEach client is assigned a mentor that is available for questions, and periodically checks in with the client as they progress through the training programBy our records, there was communication between ChiroTouch and the client on multiple occasionsIn particular, our mentor reached out on July because she had not seen much progress through the training program and wanted to make sure the client wasn’t stuckIt appears the client took issue with the detail of the training process, and elected not to progress through the necessary steps We pride ourselves on having very few dissatisfied customers, and we’re obviously very disappointed to have found that this particular client felt the need to go to such lengthsWe hope that we have resolved this satisfactorily, but please let me know if you need any additional details and I will be happy to provide what I can Thank you, [redacted] Director of Business Integration Sky Park CtSte San Diego, CA - phone - fax www.chirotouch.com

To Whom It May Concern:We pride ourselves on having satisfied clients, and we are disappointed that a client has felt that they need to go to such lengths to be heardWe take complaints very seriously and strive to ensure each and every one of our customers is entirely satisfied with their purchaseOur CTAdvocate manager, [redacted] ( [redacted] @mychirotouch.com) and our Customer Support Manager, [redacted] (***@mychirotouch.com) will be reaching out directly to ensure that we can ameliorate this situation and find a swift resolutionSincerely,The ChiroTouch Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Hello,On 8/20/I submitted complaint #*** regarding ChirotouchSince then, the company has paid off $9,that was owed to my lender (who financed the system)I'm content with this solution and would like this complaint to be resolved and/or removed.Thank you
Regards,
*** ***

To Whom it may concernThank you immensely for your email in bringing this to our attentionAs it is currently, ChiroTouch IT support is in response and is actively working with *** at *** *** ***, and thru this technical issueWhile it is very typical, while
troubleshooting issues on a client’s network , to need to gain access to the network, it is impossible to do without being granted explicit permission by whomever is logging us inWe use the remote desktop connection service called www.logmein.com, which is encrypted, and requires authorization with each single instance of remote desktop connection. *** in our IT team is working with *** to instruct on what the issue is, and what must be done to remedy itWhile this does continue to be on going, we have discovered some resource issues on their server that we will consult the office's IT professional thru until this issue is resolvedPlease do not hesitate to let me know if this information is, in any way, considered to be inaccurate, as our intention is always to help to the best of our abilities *** ** *** Client Success Manager *** *** ext *** *** www.mychirotouch.com www.chirotouch.com

2-2-
Re: Complaint # ***
To Whom It May Concern:
We have been in direct contact with our
client as of 1-27-by phone and by email and as recently as today, 2-2-17. We believe that in good faith we have settled this issue to his satisfactionWe deeply
regret the inconvenience(s) that our client has
experienced as a result of this honest administrative error, and truly
apologize for any time it has taken and the stress it has causedPlease do not
hesitate to let us know if we can provide anything further
-The ChiroTouch Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I consider this complaint resolved
Regards,
*** ***

We’ve reached a resolution with the consumer and have resolved this issue. Thank you for your patience,*** ***Senior Technical Writer

To whom it may concern:We pride ourselves on having satisfied clients, and we are disappointed that a client has felt that they need to go to such lengths to be heardWe take complaints very seriously and strive to ensure each and every one of our customers is entirely satisfied in their
relationship with us As it stands currently, and at the client's request, this demand has been escalated to our Senior Vice President of sales , who has emailed our client multiple times, and as recently as 10-17-in an effort to come to a mutually agreeable resolution to the client's demands. We look forward to working with the client to resolve this matter in a realistic manner and do hope that he will respond to our Senior Vice President's requests to work with him to this end. Best regards, The ChiroTouch Team

10-12-Re: complaint # *** Dear Sir/ Madam, Thank you so much for bringing this matter to our attention. It is always our desire and intention to help each and every client to the best of our abilitiesWe value the relationship we have with each and every client, and we deeply regret
and apologize to our client for the time and effort required to communicate this thru indirect channels, and have taken steps to ensure a cleaner and more effortless line of communication thru to our support teamOver the course of the last week ChiroTouch IT support has been in contact with the client, multiple times, starting on October 4th , 2016, with continuing follow up on October 5th, 2016, October 6th , , and as recently as this morning, October 12th 2016, and has worked thru the above issuesIn our follow up calls this morning it was reported by the practice’s staff that the issues are currently resolved and all facets of the software are working as intended. We have informed on the usage of *** parallels as an option for running Chirotouch workstations on Apple devices, and that the main exception to this would be for the main server computerMuch of what was determined thru troubleshooting boiled down to the following, which was attended to over multiple sessions between ChiroTouch's IT support supervisor, and staff in the client's practiceIssue with the Main server: The CPU on the server was being throttled to 1.9GHZ of 3.2GHZ1.9GHZ is below the minimum recommended speed for a server running ChiroTouch and would directly contribute to the slow performance reportedThis is a *** default option that was instituted, by Microsoft, some years ago, to help in minimizing environmental impact relative to electricity usageChiroTouch's IT team lead changed this *** default setting by modifying the power options to run in High Performance modeThe main server CPU is now running at 3.3GHZ, and after follow up with the practice it has been determined and confirmed that this has brought relief to the reported “crashing” and delay in response issuesIssue with the Providers workstation: Looking at the resources on the visualized instance of the *** operating system, there was only 2GB of RAM allocatedThe ChiroTouch IT team lead informed the practice that this is a major contributor to the difficulties they are facing when using this workstation and showed them an article from Parallels KB that describes how to change the amount of RAM allocated to *** to the recommended amount required for optimal usage of the ChiroTouch software, per the available requirement documentation that is shared with all clientsAt the current time, and as of the writing of this response, both ChiroTouch’s IT management team, and our Client Success Manager have shared all direct contact information such that if there should be a recurrence of this issue, or if any other unrelated issues arise, there is a direct line to as effortless of a support experience as possibleIn today’s most recent follow up calls with the practice, it was indicated that the practice was satisfied with our response, and that things were now running smoothly at this point, with no current issues to reportAn open dialogue is now in place should we have the opportunity to further assist in any way. Yours in health, *** *** Client Success Manager Chirotouch/SmartCloud ***

To Whom It May Concern:We have been following up with this client to address their issues, and they have planned to contact Revdex.com in response to retract their complaint or and/or confirm that it has been resolvedWe believe we have found an amicable resolution to help this unclient feel as if their
needs have been met, their concerns addressed, and their issues satisfactorily resolved. Thank you, and please let me know if you require additional information

Hello!We have reached out to Dr. [redacted] and are working very closely with him to resolve his current concerns. We expect that after a few more one-on-one sessions with his office we can fully ameliorate the issues and come to a resolution shortly.