We signed up for this HIPAA complaint email service. We signed a year contract. Within 2 weeks, we needed support and were unable to get anyone to respond. Prior to signing up for their service, I tried for 2 weeks to get someone to contact me. That should have been an indication of how things would go. I finally gave up on having someone from support call me or email me back and after getting complaints from other offices that we email that they were not getting the emails and they were not in spam or junk folders, we decided to cancel the service. When I inititally called to cancel, I had to leave a message. Someone called me back THAT DAY, a client specialist is what he called himself. he told me we were obligated under our contract for a year so we would have to continue to pay the monthly payment or pay it in full. I told him I was unaware that we were under contract and that I would have to talk to the doctor to get a final decision on the cancellation and that I would call back. What the "client specialist" failed to mention is that during the time I called initally, we were still under a trial period. The doctor was on vacation and when I was able to speak to him once he was back, he said to cancel it anyway because we didnt want to deal with such bad customer service. I called again to cancel and spoke to someone else who said that I needed to type it in a letter and have the dr sign it and email it to their support email address. I did this the same day. 2 WEEKS AND NO RESPONSE!! I finally had to send a fax and someone called me back that day and she STILL had no idea where the cancellation letter was and I ended up having to forward it to her personal email. She said they would review our letter. I requested to be let out of the contract because I feel like they did not hold up their end of the contract. We had really bad customer service, very little contact from them unless we were cancelling the service and we still have no idea why the emails we were sending did not go through because we were unable to get anyone in support to call us back. They called back today to tell me that because I "was out of the trial period" we had to continue to pay out the contract for a year. I am writing this reveiw in the hopes that no other company has to go through what we did. LOTS of wasted time and money on this and I STILL have to pay another company to encrypt our emails.
We signed up for this HIPAA complaint email service. We signed a year contract. Within 2 weeks, we needed support and were unable to get anyone to respond. Prior to signing up for their service, I tried for 2 weeks to get someone to contact me. That should have been an indication of how things would go. I finally gave up on having someone from support call me or email me back and after getting complaints from other offices that we email that they were not getting the emails and they were not in spam or junk folders, we decided to cancel the service. When I inititally called to cancel, I had to leave a message. Someone called me back THAT DAY, a client specialist is what he called himself. he told me we were obligated under our contract for a year so we would have to continue to pay the monthly payment or pay it in full. I told him I was unaware that we were under contract and that I would have to talk to the doctor to get a final decision on the cancellation and that I would call back. What the "client specialist" failed to mention is that during the time I called initally, we were still under a trial period. The doctor was on vacation and when I was able to speak to him once he was back, he said to cancel it anyway because we didnt want to deal with such bad customer service. I called again to cancel and spoke to someone else who said that I needed to type it in a letter and have the dr sign it and email it to their support email address. I did this the same day. 2 WEEKS AND NO RESPONSE!! I finally had to send a fax and someone called me back that day and she STILL had no idea where the cancellation letter was and I ended up having to forward it to her personal email. She said they would review our letter. I requested to be let out of the contract because I feel like they did not hold up their end of the contract. We had really bad customer service, very little contact from them unless we were cancelling the service and we still have no idea why the emails we were sending did not go through because we were unable to get anyone in support to call us back. They called back today to tell me that because I "was out of the trial period" we had to continue to pay out the contract for a year. I am writing this reveiw in the hopes that no other company has to go through what we did. LOTS of wasted time and money on this and I STILL have to pay another company to encrypt our emails.