Health Fusion Inc

Hi [redacted],Attached you will find our response.  Please let me know if we can be of further assistance.  Thanks.[redacted](FYI: for some reason my email [redacted]) is not valid.  I had to use [redacted] email.  Please correct.  Thanks.)

Hi [redacted],An account manager is working with the client to address this issue.  Once we reach resolution, the client states they will request to remove the Revdex.com complaint.  Is there anything we need to inform the client on how to go about that process?Thanks,[redacted]

Better...

Business Bureau:
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]
Please note that contrary to their response, health fusion was made aware on several occasions that my work was not being saved in spite of their instructions during on-line training sessions. These problems were most recently discussed with Dustin on Oct. 22. After this last on-line training session with further instructions, my attempts at setting up templates was still unsuccessful. Contrary to their statement, health fusion only started reaching out to me every day on my cell phone only after they received my complaint with the Revdex.com. I never received a call offering help prior to my complaint with the Revdex.com. I tried several times to arrange on- site training in California and [redacted]old me that was not an option. They never proposed an on sight training option at my office and at my cost, contrary to their statement. I feel that health fusion's is both dishonest and ingenuous. I am not asking for my money back (over [redacted]$ already paid).  I simply do not feel it is fair to force a [redacted] to pay for services that I will not be using, at $[redacted] per month. I am moving on to an electronic medical record that is more user-friendly.  Health fusion did not work out for me.

Review: Overview: I was deceived; I want to convert a 1-yr contract to a previously offered 3-month contract

• Before signing Agreement, Sales Representative says the system is “The Best”

• Once the Agreement was signed, I found that the system won’t perform as promised.

• Users in the Testimonials that don’t even use the product.

• When I asked to speak with a current user, I was denied.

• I offered an equitable solution: convert 1-yr to 3-month contract; I was told “No;” that I must fulfill the 1-yr contract

• I have already paid $5097 for a system that doesn’t meet my expectations or needs.

• When I asked to speak with a manager, I was initially denied, then they wouldn’t return my call.

• This company misleads customers and then won’t negotiate.

Details: During a product demonstration, I was told that this cloud-based software would make my staff faster and more efficient. I was not able to try out the system, only ask questions regarding its features.

During the sales process, I was told that my clients could make appointments from an i-phone. Not true. That shortcuts to move through the data entry screens would be addressed during training. Not true – they don’t exist. I asked to be shown the ease of entering charges, and payments, and I was told that would also be addressed during training. From the sales perspective, the system can do everything you want, all you need is training. I accepted this at face value. I was told that there was a very strong reporting feature, which I definitely required. Not true – there are only a few reports with a handful of filters each. You must request the report & then wait overnight for it to load, then if you wanted something different, you have to re-request & then wait overnight again…and again…

The sales representative was extremely convincing that my staff and my clients would LOVE the system. I looked on the internet for anyone complaining about the system and I wasn’t able to find anything negative, so when it came time to sign the agreement, [redacted] Mattera, the sales representative offered me the opportunity of signing up for 3 months or 1 year. I opted for 1 year because I believed the sales representative’s claims about the system and knew that the work involved in switching systems for 9 practices would be a herculean task - one that I would not want to do again in 3 months, so I agreed to a 1 year term.

After beginning the implementation, I was faced with 3 clients who refused to use the system because it didn’t meet their scheduling needs, and I found that it took 3-5 times longer for us to enter charges on their system, mainly because you can’t set defaults, you must use the mouse to move between fields, and you must scroll through an entire screen before you can save your work. All major Windows-based programs include shortcuts and/or hot buttons allowing the user to navigate using the keyboard. This program does not.

I voiced my issues with the training and support team, and I was told that the system just doesn’t work the way I want it to. I called [redacted] in December and told him that I was extremely frustrated with the system and wondered if I could speak with a billing service who had been on the system for a while, that they may be able to give me an idea of the best way to utilize the system; the most efficient way. I was denied – instead, I was told to contact the training/support team for more training. I left a voice mail, but it wasn’t returned for two weeks. In the meantime, I did some investigation. I contacted two colleagues, and found that they each know practices that were completely unhappy with HealthFusion. I also contacted 4 of the practices on their website who gave testimonials. Only two responded to my inquiries – one of them doesn’t even use the system because she was unhappy with the ease of use. She confirmed all of the same issues that I had.

I had been deceived. There was no way this system could make us more efficient when it takes us 5 times longer to enter charges and payments. In fact, I would need to hire additional help just to do the work we currently do. Additionally, half of my monthly subscription fee is directly related to clients who refuse to use the system. During the sales process, [redacted] told me that if a client went away, he wouldn’t charge me for them. More deception, just to get me to sign the contract.

I asked [redacted] to call me regarding my disappointment with their system and to tell me what the cost of the 3-month contract would have been. He asked me to describe the things I was unhappy with and told me that the preferred method of communication was via email, so I sent him a list of my concerns and asked for the immediate conversion to a 3-month contract. (My 3 months were due to expire in about a week.) Again I was told that according to the CFO & the VP of Sales, I just needed more training and practice using their system, and that my desire for shortcuts and hot buttons was antiquated. I reiterated that I wanted the contract converted, and that I did not intend to pay the outrageous cancellation fee of $9486.00.

I have already paid $5097.00, for a system that doesn’t meet my expectations – expectations based on interaction with the sales representative – and certainly doesn’t meet my needs. I signed up for 9 providers, which represents 7 clients for me. Of the 9, enrollment has only been completed for 5; 4 refuse to use the system; and charges have only been entered for 2. There are still 4 hours of training slotted for me, and I’ve already stopped all of the clearinghouse data from being delivered to HealthFusion. I have completely underutilized the resources that I have already paid for, and I feel that an equitable solution would be to convert me to the 3-month contract that was initially offered.

Thank you for your attention. I would greatly appreciate any influence that your office may have in helping me to resolve this matter.Desired Settlement: Convert 1yr contract to previously offered 3-month contract, expired & paid in full.

Business

Response:

Hi [redacted],

Attached you will find our letter of response. Please let me know if I can be of further assistance.

Review: I have had to close my business. The business was closed September 25, 2014. I called Healthfusion and alerted them I had closed and no longer needed the services. The Healthfusion employee said I would need to continue to pay them for 3 months even though I would not be needing their services. They have since charged on my account x2: $[redacted]. I am desiring my credit card to be refunded the amounts. Healthfusion is taking money from my bank without authorization and for collecting money without any service. I want the transactions to cease. I had tried to take card number out of the system but the way it is set up they maintain the number in their computer memory.Desired Settlement: Refund of $[redacted]. A minimum of $[redacted] taken out 11/30/14

Business

Response:

Hi [redacted],An account manager is working with the client to address this issue. Once we reach resolution, the client states they will request to remove the Revdex.com complaint. Is there anything we need to inform the client on how to go about that process?

Review: Hello,

I am a medical billing service who primary function is to provide medical billing services to health care providers. In December I began to aggressively seek out options to upgrade my medical billing software for myself and my clients. While reviewing demonstrations I came in contact with [redacted] of Healthfusion/Meditouch. Before setting for a demo with [redacted] I asked him to fill out a questionnaire for me as I did for each vender. This questionnaire consisted of 17 questions related to the product.

The first questions related to exporting of data from current system to new system. The response was that "We (as in they) can move all of the patient demographics from your existing software to MediTouch. We simply need an excel spreadsheet or CSV file with the patient demographics and we can upload them for you as a service." Our experience was that we our selves had to do everything that was involved with exporting the data. Healthfusion did nothing. Another question was in regards to training. I asked how much training we were giving and was told "The client has unlimited access to training videos and training webinars. There are also 8 weekly check in calls with a personal trainer and project manager. For the billing service they will be trained on Practice Management functionality, and each office that has EHR will be trained separately. " After signing the contract and beginning the training what I learned was that 1st [redacted] apparently had some type of typo and should not have written 8 weekly calls. I also learned that most of the training and set up is done on your own. Meaning you need to teach yourself. That each office is only allowed 3 check in calls and they are very strictly limited to 1 hour. I was later told in a email after complaining that my company that did sign up for the EHR would be allowed 5 check in calls. But today after asking for call # 3 I was told that any more would be charged.

In addition while giving the demonstration I was unable to get a go view of the types of reports available. Therefore I asked for another demonstration just for this purpose. I was told by [redacted] that because he was working in a demo account he had very little info to work with as not very much information was loaded into the demo accounts. Both [redacted] and [redacted] also told me that I should no worry because their reports were in excel and the engineering team there would be happy to customize reports for me to reflect anything that I might need at NO EXTRA CHARGE. So far I have contact support, engineering, my implementation team, [redacted] and [redacted] and no one is customizing anything. [redacted] and [redacted] simply do not respond to me and the engineering team tell me "No" . In addition to this when looking at this product I was lead to believe that because they were also the clearinghouse I would have access to check eligibility, claim status and so much more for 100's of payers. Most of the payers you can not do these things for. There fore I believe this among many other things [redacted] told me was not true. He simply wanted to sell me a product. Now that I have a complaint he has no time for me.Desired Settlement: I want my reports customized like I was told they could be when I was sold the product. At no extra charge. I want my practices to have the training the need with a live human. Especially the practice using the EHR. 8 sessions if need be as it is not my problem if [redacted] had a typo. He wrote it, he emailed it to me, he should honor it.

Also I want Meditouch/ Healthfusion to contract with more payers so that we can get referrals, check eligibility, and claims status on the 100's of payers they said had had.

Consumer

Response:

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,

Hello [redacted],

I would like to close my compliant with Healthfusion as resolved.

Thank you,

[redacted],

Medical Billing Department

Review: The company is an electronic medical records provider. My medical office was closed and I became employed by a multi specialty group. I informed Healthfusion of the change in status of my company. My employer purchased my medical records for transfer to my new practice for a one time fee. Healthfusion continues to make monthly charges to my credit card. I have made multiple attempts to contact and correct the issue. The sales representative at HealthFusion has made multiple attempts to complete this process.Desired Settlement: Please refund my credit account for the month of April as my contract was both out in March. Stop charging me. Acknowledge the fine effort of my sales representative going beyond her responsibilities and being the only person accessible at HealthFusion.

Business

Response:

Thanks [redacted] for contacting us. I found out we were able to resolve the issue directly with our client and a refund was issued.

Review: The software was purchased based on certain descriptions and features promised by the sales rep. Specific questions were asked and certain answers were given as documented by a series of emails. On attempt to implement software these features were not true. When discussed with rep all of these things were attributed to miscommunication and misunderstanding when documents show otherwise. This includes data migration as we were promised full data migration which did not happen. Two I-pads were promised for free and only one was given. Minimal help was provided by customer support and a complaint was reported but never replied to or received a response. As a result, the EHR part of the software was used only for a few days then abandoned due to difficulty of use unlike what was promised. The billing part of the software was only used until converting to a different system happened. We still paid full price for the system for a full year for a system that was minimally used. We believe this was deceptive, un-fair and unprofessional.Desired Settlement: Refund at least 50% of the fees incurred.

Business

Response:

Hi [redacted],

Sorry for the delay. We will respond to you within the next few days.

Review: I signed a contract with Healthfusion to provide electronic medical record services. To this date I have spent over $[redacted] and have been paying them $[redacted] per month. I have attended 3 one hour web-training sessions. I have spent many hours on my own trying to work with and undertand this complex EHR but have been having a multitude of problems and have been unable to implement it in my [redacted]. I have tried to build templates per their trainer's instructions, taking meticulous notes, but none of my work has been saved and it has been a complete waste of time. I have requested to meet with Healthfusion while I was in San Diego for a [redacted] last week. I was hoping that personal hands-on training would help me get over the many stumbling blocks. However, I was told that Healthfusion does not allow on-site training. Their current training sessions and on-line instructions have not been successful in my case and it is clear that Healthfusion will not work for me. I am not asking for the money back which I have already spent. I recognize that they have spent staff time and administrative costs up to this point. I do feel it is wrong to demand $[redacted] from me as a "yearly contract" when they will be providing me no with additional services. I have made a good faith effort to try and learn this EHR but it has been complete frustration and a waste of time and money. I discussed the above with [redacted], but he stated that he was unaware of any of my impementation problems and he would hold me to my contract.Desired Settlement: Absolve me from additional charges for services they will not provide

Business

Response:

Hi [redacted],

I have managed a medical office for ten years. We have been using Health Fusion for a few years. In the past I have been happy with their customer service. Trying to unravel all of the federal guidelines and requirements is impossible for small medical businesses, and each time I contacted health fusion in the past, I felt they were there to help me succeed, until this past month. I had the misfortune of dealing with [redacted]. This year we would be hit with a penalty if we didn't hit our PQRS requirements set by the government. We worked so hard to get everything in place for the reporting period. Each week we were sent regular report cards with our percentages from Health Fusion showing where we were hitting our percentages and where we weren't along with a patient list so we could track what we were doing wrong. We have been lucky enough to hit our percentages for the past four years, so we were confident we had everything in place. Upon speaking with [redacted], she immediately decided we hadn't selected our CQM's to report on. I happened to have the exact date those were selected, and gave that to her, she then decided that they wouldn't release the final report with the numbers, that we have been provided with each week, because we didn't utilize their electronic procedure coding. [redacted] was COMPLETELY UNHELPFUL AND INSULTING, so I asked to speak to her supervisor. Her supervisor, [redacted], refused to research the issue, refused to see if there was a way to get around the issue, since we DID meet all of the standards, and the issue is simply they won't give us a report in the government standard format. Basically, we spent several thousand dollars meeting the requirements, we received updates every week from Health Fusion telling us we had met all of the percentages, and when we went to report to the government, Health Fusion said, well you didn't use our electronic procedure coding module, so we won't help you. This is a huge penalty that we are looking at because of Health Fusion. The doctor of the clinic spent over an hour on the phone with Stacey, the manager, and she couldn't back up any of the things she was claiming. She promised to follow up and help our doctor, and has not made a single effort to do any of that. Her stance was if you don't bill and E & M code, you don't get the numerator. In order to ever meet the government standards, you are REQUIRED by your EHR to bill electronically.The crazy thing is, somehow they are able to acquire the information that they state they simply cannot compile with electronic coding, as I have weekly updates with the measures counted, so that is completely false. We have not billed electronically. We always use a superbill and type in manually. IF ANY SMALL PRACTICES ARE CONSIDERING HEALTH FUSION-- DO NOT SIGN UP WITH THEM!!!!!! At this time, you need a software company that is on your side, not one that you cannot trust. Health Fusion is the worst decision you can make with the medical climate currently. They should make this right.