Greg Garrett Property Management

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.
This action did not take place.  The matter has not been resolved in any way.
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 inaccurate. In 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 filed. All communications have gone through the Revdex.com. I have attempted to address this complaint directly with the client both via phone and through direct email, to no direct response. As “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 products. In 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 remorse. As 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 point. Also, 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 agreement. There 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 binding. In this day and age, any time there is a purchase made online or electronically, this is very common. It 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 transaction. Acknowledgement of this transaction, dated 9-30-15, has been offered by the client in her original correspondence in this complaint. The 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 end. The client contends in her original complaint, “After 90 days, I decided that this software was not going to work for our office and sent notice of cancellation. I received no response for 30 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 attached. The 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 venues. I was misled by the salesman that this was a month to month agreement. Mr. [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 duress. The 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 immediately. In 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 staff. In many cases it is preferred for smaller offices as it is far easier to learn and implement than many other similar products in the market. Further 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 12 month engagement, which can be cancelled any time after the initial service term of 12 months, and runs month to month at the conclusion of that initial 12 months. The 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 available. This is simply not the case. All 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 authorizing. By authorizing the transaction, it is clearly stated that the terms have been reviewed and agreed upon. The 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 happen. This is also why our salespersons make sure to verbally articulate that this type of agreement has a minimum service term of 12 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 term. Beyond 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" BUTTON. THIS DOCUMENT DEFINES WHAT YOU CAN AND CANNOT DO WITH THE SERVICE AND SOFTWARE, AS WELL AS CONDITIONS AND LIMITATIONS ON RIGHTS, WARRANTIES, AND REMEDIES. YOU ARE BEING PROVIDED WITH THIS DOCUMENT BECAUSE YOU DESIRE ACCESS THE SERVICE PROVIDED BY IPS. IF 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 for. If 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 2016. 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 made. I 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 5-20-16 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 practice. This was an honest mistake on my part in interpreting the messaging in the client’s letter. This 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 negotiate. It 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 unfounded. The 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 2016.  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 7 payments due of $180.57 for a total write off of $1263.99.  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 term. In a gesture of good faith we are willing to waive these fees.

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 heard. We take complaints very seriously and strive to ensure each and every one of our customers is entirely satisfied with their...

purchase. Our CTAdvocate manager, [redacted]  ([redacted]) and our Customer Support Manager, [redacted]) will be reaching out directly to ensure that we can ameliorate this situation and find a swift resolution. Sincerely,The ChiroTouch Team

Re: Complaint #[redacted]11-8-17  Dear Sir or Madam,As always, ChiroTouch and Integrated Practice Solutions Inc. makes every good faith effort to resolve any client issues in a more than satisfactory, and reasonable manner. We are in agreement with our client that this particular complaint can only be reasonably and realistically resolved through direct communication between our client and a member of our senior level executive team. Our Senior Vice President of Sales has emailed the client directly, as recently as Tuesday, October 17th, 2017 at 1:57 pm PT, in an attempt to communicate on this matter and negotiate a reasonable outcome for the client. Please find below a copy of this email.  This email was subsequently never responded to which resulted in our prior response to this complaint, dated October 20th, 2017. We would call out to our client directly as this would serve to expedite a conversation, but our client has plainly stated in earlier email communications that he wishes only to communicate directly vie email. Our Senior Vice President of Sales, [redacted], can be reached at any time at the following email address: [redacted]@chirotouch.com. He is eager to speak with our client, and hopes to, with sincere intent, help our client towards a realistic and reasonable resolution to this complaint.From: [redacted] Sent: Tuesday, October 17, 2017 1:57 PMTo: [redacted] <K[redacted]@chirotouch.com>; Dr [redacted] <dr[redacted][email protected]>Subject: RE: SmartCloud End Of LifeHello Dr. [redacted],When can we speak on the phone? Please give me a couple dates and times that work for you.Regards,[redacted]SVP of Sales  We hope to hear back from our client so that we may have the opportunity to resolve this complaint Sincerely, 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. 
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
No offer was made. I will only accept emails as phone offers will not rectify and I have zero trust for this pyramid scheme company. [redacted] should review his underlings emails all of them since each one tells a different story as well as different rates and deals which aren’t deals. I am not a new consumer and my contract has to be warranted until I terminate my service not be forced out just to resign the same service tech under different name to collect $250 a month opposed to $39 because 
Regards,the company can’t pay for its advertising on my rate. Sorry. 
[redacted]

In an effort to remediate the above complaint, which seems to be a clear misunderstanding of the terms of the contract that Dr. [redacted] voluntarily entered into on 9/30/2015, I have made the following attempts to communicate and clarify these terms for Dr [redacted]. 5-18-16 :I left a message at the...

office that went unreturned. 5-20-16 :I emailed the following : To:[redacted] Subject: Escalation - Client SatisfactionDr. [redacted],      My name is [redacted], and I am the client success manager for Chirotouch-Smart Cloud. As I now understand you prefer all communications to be done thru email, I am reaching out in an attempt to communicate with you in regards to your existing Smart Cloud software contract. As I recognize that efforts have been made by [redacted] in our accounting department, as well as [redacted], a manager in our support department, it is at this time that that I will be taking over your case and will be the sole point of contact, to ensure that there is seamless communication from here on out.I have read and have been briefed on the specifics of this matter and believe to be totally up to speed at this point.      I see that it is your contention that you believed this purchase to be strictly a month to month engagement, that can be cancelled at any time. In reviewing the contract that you entered into the fact of the matter is that it can be cancelled any time after "the initial "service term" of 12 months from the effective date" which was on 9-30-2015. There is a clause in the contract  (6.3)  which references "Termination for Convenience" which states that : "Customer may terminate this SaaS Agreement and the right(s) and license(s) granted hereunder at any time, without a right to refund, upon written notice of at least thirty (30) days prior to the service renewal date and payment of any and all outstanding fees, including all Service Fees for any remaining portion of the then-current Service Term."Therein lies the confusion.Under separate cover I will email out a copy of the entire "Software as a service" or " SAAS" contract  that you electronically authorized on 9-3-2015  as in this medium of email, it has too many characters to send. The most important part to review would be "article 6 -Term and Termination ". This section clearly lays out the terms of the agreement and options for termination within. Please be on the lookout for that email, and I look forward to hearing back from you.  Please do not hesitate to contact me. [redacted] **  [redacted]Client Success Manager 5-20-16:  followed up with an email with her contract attached : To:[redacted] Subject: Escalation - Client Satisfaction Dr. [redacted],For your reference, and as mentioned in my most recent email, please find attached the entire contract that was entered into by virtue of electronic authorization on 9-30-15. Terms for disengaging and terminating the contract are listed under section 6. I truly hope this offers clarification, and clearly presents our standpoint in the matter.Please do not hesitate to contact me so that I can help to the best of my abilities!-[redacted]   The referenced portion of the contract ( I’ve attached a copy of the full contract that was agreed to thru electronic authorization incase that helps) is as follows: 6. Term and Termination.6.1. SaaS Agreement Term. This SaaS Agreement shall commence on the Effective Date and, unless terminated earlier in accordance with this SaaS Agreement, shall remain in effect for the duration of any Service Term or any renewal thereof.6.2. "Service Term" means the term for which IPS agrees to provide the Service and Customer agrees to pay for the service, as set forth in the Service Schedule. If no Service Term is identified in a Service Schedule, the initial Service Term shall be twelve (12) months from the Effective Date and shall thereafter automatically renew for successive one (1) month terms. At the end of the any service term prices are subject to change without notice.6.3. Termination for Convenience. Customer may terminate this SaaS Agreement and the right(s) and license(s) granted hereunder at any time, without a right to refund, upon written notice of at least thirty (30) days prior to the service renewal date and payment of any and all outstanding fees, including all Service Fees for any remaining portion of the then-current Service Term.6.4. Termination for Cause. Either Party shall be entitled to terminate this SaaS Agreement and all Service Terms in the event of any material breach by the other Party (including any failure by Customer to make payments when due) if such breach, if curable, is not cured within thirty (30) days after receipt of written notice thereof. Without limiting the foregoing, in the event of any material breach by Customer, IPS may elect to suspend the Service provided by IPS hereunder until such time as Customer has cured such breach to IPS's reasonable satisfaction. Moreover, IPS shall be entitled to halt provision of Services under this SaaS Agreement immediately in the event Customer breaches any license granted by IPS to Customer under any agreement, ownership right of IPS under any agreement, or confidentiality obligation owed to IPS under any agreement until such time as Customer has cured such breach to IPS's reasonable satisfaction.6.5. Effect of Termination. Upon termination of this SaaS Agreement for any reason or expiration without renewal of any Service Term, all rights granted to Customer hereunder with respect to the applicable Service, Software and Documentation shall cease, and Customer shall: (a) immediately cease all use of the applicable Service, Software and Documentation; (b) promptly return or destroy, at IPS's direction, any Documentation and all copies thereof; and (c) promptly deliver to IPS an affidavit, signed by an executive officer of Customer, certifying that Customer has complied with these termination obligations. In addition, Customer promptly shall pay to IPS all fees and other amounts due and owing under this SaaS Agreement. Likewise, IPS shall (a) promptly return or destroy, at Customer's direction, any Customer Data or Customer IP and all copies thereof; and (b) promptly deliver to Customer an affidavit, signed by an executive officer of IPS, certifying that Customer has complied with these termination obligations. Notwithstanding anything to the contrary contained herein, any provisions which, by their nature, are intended to survive any expiration or termination of this SaaS Agreement shall so survive, including Sections 1 and 5 - 14, as well as the Parties' respective indemnification obligations with respect to claims accruing prior to expiration or termination of this SaaS Agreement.

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 satisfaction. I am extremely dissatisfied with his lack of any negotiation in regards to my formal complaints. It appears that his only platform is to mock my “shock and disbelief” and quote section 6 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 authorization. That 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 $541.71 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 venues. I was misled by the salesman that this was a month to month agreement. Mr. [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 for. I was persuaded to leave a software company that I was on a month to month. Mr. [redacted] claims empathy for changes in my practice. What does that mean. I am happy in my practice., of 28 years. I am totally unhappy with ChiroTouch and feel that my only satisfaction is to be compensated for my distress. It has been such a miserable experience that I want to end further contact with this company along with the $360.00 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]

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 heard. We take complaints very seriously and strive to ensure each and every one of our customers is entirely satisfied with their...

purchase. Our 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 resolution. Sincerely,The ChiroTouch Team

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]

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]

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

To Whom it may concern, As always we thank our client for bringing this to our attention. Whenever 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 can. In this case, a full refund of $718.80  is being...

issued and a check should be sent out no later than Wednesday, October 25th 2017  . We regret any inconvenience(s) that this has caused our client and hope that this resolves this issue and restores their confidence in us. Sincerely , The ChiroTouch Team

Thank you [redacted]!
 
We have a strict no refunds policy that our clients sign off on in the license agreement, so we rarely make exceptions. Obviously we’d prefer to be known to stand by this policy. But with that being said, our records state we refunded this purchase in early August. In...

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-ons. The 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 process. Each client is assigned a mentor that is available for questions, and periodically checks in with the client as they progress through the training program. By our records, there was communication between ChiroTouch and the client on multiple occasions. In particular, our mentor reached out on July 15 because she had not seen much progress through the training program and wanted to make sure the client wasn’t stuck. It 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 lengths. We 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
9265 Sky Park Ct. Ste 200
San Diego, CA 92123
619.488.9795 - phone
619.528.0050 - fax
www.chirotouch.com

Thank you for your communication. We are currently continuing to work through resolutions with this client and will respond with more information as soon we have satisfactorily resolved this issue.

At this juncture we have worked amicably together transfer this license to another provider. We are currently in the process of expediting this transfer with the client and bring the matter to a satisfactory conclusion.

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]

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, before. I 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 later. Along 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 FAULT. I want them to remove me from all sources of communication: email, phone, address/mail, everything. I never want to hear from this lousy excuse for a business ever again. They have wasted tremendous amounts of my time, resources, and energy, in the process of sending threatening emails instead of actually calling me. I will not accept their response until I, they, and YOU the Revdex.com, can guarantee they will never contact me ever again.]
Regards,
[redacted]

September 29, 2016 Re: Complaint ID #[redacted] Dear Sir or Madam, As always thank you for bringing this to our attention. Whenever 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 can. In this case, our former...

client, is 100% correct, and there was a clerical error on our part in misinterpreting the actual requested date of cancellation. Regretfully, our staffer misread the requested cancellation end date, and attempted to collect a debt that was already rectified by the former client. As a result, the amount that we mistakenly attempted to collect, has now been removed, and the former client is completely absolved of any and all debt to our company. Our accounting department has issued the following letter to the client, in an effort to both clarify that the issue is resolved and to appropriately apologize to the former client for any undue stress or inconveniences that this has caused. Names have been removed per Revdex.com protocol Sent: Tuesday, September 27, 2016 11:17am Subject: ChiroTouch Importance: High  Hi Dr. XXXXX I just called your office and left a message and wanted to follow up with an email directly to you. I have been notified by xxxxxxxx of your account and cancellation request that was addressed with our [redacted] Support Manager, xxxxxxx. After review of your account and confirmation of your cancellation, I have adjusted your account to a zero balance and cancelled your [redacted] account. Please accept my deepest apology for any inconvenience it may have caused you, by us (ChiroTouch) reaching out to you incorrectly. It appeared that the cancellation was not completely processed, and Accounting/Collections had not received any notification to cancel your [redacted] billing, but have processed the request today. Please feel free to reach out to me directly with any further questions, wishing you a great day!  Regards,   xxxxxxxxxxxxxxxxxxx Collections Supervisor Ph: [redacted]   Also, at the former client’s request, we have removed the practice’s contact information from all communication contact lists. We hope that this satisfies our former client’s requests, and that he accepts our sincere apologies for the inconveniences that this caused. Please do not hesitate to let me know if we can further assist in any way.   Best regards, [redacted] Customer Success Manager ChiroTouch/ [redacted]  ext [redacted]

Re: Compliant # [redacted] 11-10-17 Dear Sir or Madam,  As always we strive to have clients that are more than satisfied. While 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 11-9-17 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 processes. Please 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 abilities. We 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 team. Over 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, 10-18-16. 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 satisfied. An open dialogue is now in place as well as scheduled routine follow up until we are certain we have satisfactory resolution. Yours in health, [redacted] Client Success ManagerChirotouch/SmartCloud[redacted].