Maritec Medical Systems

Response to the Customers Statement of Problem:The circumstances from this complaint are very unfortunate EMR migrations are very complex, and often lead to frustrations when the EMR migration project is clearly detailed and explained by the vendor, and then subsequently understood and agreed to by the customer In response to the formal complaint, here are our corresponding statements and when appropriate corrections to their comments and list of grievances: [redacted] did contract with Maritec for the replacement of their EMR system on 7/12/ The EMR cutover was initially scheduled for 10/1/but was pushed back to 11/1/a Maritec had just gone through a change of ownership, and did acknowledge the month delay was because the conversion preparation had not been completed.b The reference to the $data extraction fee is from the EMR software vendor (***) This is not a Maritec fee It is a required extraction fee and was treated separately from the original invoice as it occurred many months later This fee was to be incurred under any circumstances and was explained to the customer this would be a subsequent cost at cutover The EMR cutover training was originally quoted for hours of training with the EMR purchase [redacted] received over hours of training over a month period, receiving an additional hours of training with a significant economic valuea We have a documented project tracker listing the date, trainer, attendees, topics covered, and duration of training The client has no response to this information when presented other than state they are falsifiedb On 1/24/17, Maritec sent [redacted] an invoice for of these training hours and EDI service payments owed (discussed below) with a follconference call During that call, DrL [redacted] detailed all of the complications, accused Maritec of lying, and insulted us repeatedly He stated that in order to make things right we needed to write-off the training costs which he had denied occurred, again despite the fact we had a detailed log of events Later that week, in order to move past this issue we decided to waive the training fees in good faith effort that we could move on to a healthier relationship EDI and Claims Submissions:a In order for [redacted] to get paid for services, they were signed up with an EDI insurance clearinghouse called [redacted] The fees for [redacted] were being charged to Maritec starting on 11/1/and through 2/28/were already $1,and accumulating Despite not being reimbursed during this time period, Maritec covered these additional expenses to keep [redacted] on an active contract and to minimize further complications In conjunction with the refusal to pay training, [redacted] also delayed the EDI payments to Maritec, and would only agree to pay if Maritec waived many of the EDU fees and provided further pricing discounts Maritec agreed to waive the EDI setup fees ($399) and discounted the provider monthly rates from $90/mo/provider to $75/mo/provider.b Maritec Medical never agreed to provide any information about [redacted] pricing Any reference that attempts to counter that is completely and goes to show a mentality of demanding as opposed to truly listening to what is agreed to.c Regarding the issue with the [redacted] EDI, here is our accounting of events As you can see, there has been extensive work and effort on this issue I 1/23/17- NEW issue reported Danielle emailed that taxonomy is missing (This was placed in new ticket opened 1/27) 1/31/17- Danielle provided claim examples to research 2/17/17- Mike requested which taxonomy needs to print Response received on 2/ 2/23/17- claims resubmitted 2/28- confirmation from Danielle that this was resolved ii 2/28- NEW issue reported-Adjudication date questions- discussed and resolved iii 3/07- NEW issue reported-Medicaid is requesting a unique Carrier Code to be submitted 3/08- Claims sent with new carrier code but rejected for format issue 3/13- Client is put on Support HOLD due to failure to make payments 3/20- Further testing- standard config does not allow for Medicaid request 4/04- Further testing- need to manually change code field 4/10- Claims resent 4/13- Payor confirmation, issue is resolved Clinical EMR Data export\import:a The EMR data export was performed by ***- Maritec has no involvement in the content or formatting of that data with the one exception that Maritec did update the file types of some files to accommodate ease of viewing\reading for the client Since the EMR project, we have serviced work orders representing over hours of work for [redacted] (this is a very high number) We have shown extensive effort and support with their weekly (almost) daily needs for assistance with [redacted] , [redacted] ***, and Billing See “ [redacted] tickets” file attachedPossible Resolution:- We are truly sorry that the client has had a poor experience.- The client has received substantial discounted charges counting the waived training costs plus the EDI discounts- We will always be open to resolving any issues that are fair, reasonable and appropriate.- If the client would like to reset discussions on problems with the software functionality and lagging data migration issues, we are open to continuing the discussions assuming a documented resolution is completed

Our second formal response to Complaint ID [redacted] is as follows:Maritec Medical has reviewed the customers response It is clear there is a wide disparity on the fundamental facts of the situation The majority of listed discrepancies we do not agree with, and our corrections have already been expressed in previous responsesWe welcome the opportunity to re-engage with the client to resolve their remaining technical support needs (e-prescribing, printer, etc.), and have advised the client to contact us directly when and if they are ready to make a fresh start Thank for the opportunity to respond.Please forward to the client as they have blocked all communications from our domain.Shawn W [redacted]

From 06/14/*** *** P.001/001 ***HO response to Maritec rebuttal of Revdex.com Complaint *** Maritec's rebuttal is inaccurate and skirts many issuesAs follows: -the EMR they sold us was not ready 11/1/It was not ready for our use until 12/1/16 -the $data extraction fee was never discussed and it was billed by Maritec and paid to MaritecThe data was from ***, a Maritec partner, and was to be delivered directly into our EMRInstead it sits in separate p-drives in a barely usable form -as detailed in our complaint, the hours of training is an absurd number and the only documents that show hours are generated by MaritecWe only have employees and they received/ required less than hours training eachWe are very busy here and couldn't spare each person for hours even if we wanted or needed to. -Shawn W*** told me personally and directly that he would show us the relay health bill to prove we were only paying at cost to themHe later denied this statement but offered no reason, plausible or otherwise, as to why he would not reveal the bill. -Since our initial complaint the secondary medicaid claims have stopped going through again despite the technologists from Maritec being walked through the process by our contacts at medicaidThe initial batch of claims went through when Maritec was walked through the process and they are apparently neglecting the process againNow even some primary claims aren't going throughBilling is the primary utility of an EMRThey have, in effect, sold us a defective product. -Any "discounts" we received were against unreasonable charges, argued over, and were hardly in the spirit of good faith business cooperation -Maritec will not answer our calls now and offer us no recourse in the dysfunctional electronic product and maintenance they sold usThis is hardly "open to resolving any issues"If they would initiate or even accept communication we would immediately offer minimal and utterly reasonable resolution requirements

Company responded via phone:We are happy to provide the technical support but we will not follow up on invoices and will not provide any financial compensation as we believe these issues have been addressed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.we would consider it resolved if they met our initial requests: reform the data dump from the old EMR in a usable format, address the e-Rx issues, show us the bill from relay health and refund the difference between that and the outrageous 3000$ we were charged for that service, hook up my emr to my printer. *** ***

Response to the Customers Statement of Problem:The circumstances from this complaint are very unfortunate.  EMR migrations are very complex, and often lead to frustrations when the EMR migration project is clearly detailed and explained by the vendor, and then subsequently understood and agreed...

to by the customer.  In response to the formal complaint, here are our corresponding statements and when appropriate corrections to their comments and list of grievances:7.       [redacted] did contract with Maritec for the replacement of their EMR system on 7/12/16. 8.       The EMR cutover was initially scheduled for 10/1/16 but was pushed back to 11/1/2017. a.       Maritec had just gone through a change of ownership, and did acknowledge the 1 month delay was because the conversion preparation had not been completed.b.       The reference to the $1250 data extraction fee is from the EMR software vendor ([redacted]).  This is not a Maritec fee.  It is a required extraction fee and was treated separately from the original invoice as it occurred many months later.  This fee was to be incurred under any circumstances and was explained to the customer this would be a subsequent cost at cutover.  9.       The EMR cutover training was originally quoted for 24 hours of training with the EMR purchase.  [redacted] received over 73 hours of training over a 3 month period, receiving an additional 49 hours of training with a significant economic value. a.       We have a documented project tracker listing the date, trainer, attendees, topics covered, and duration of training.  The client has no response to this information when presented other than state they are falsified. b.       On 1/24/17, Maritec sent [redacted] an invoice for of these training hours and EDI service payments owed (discussed below) with a follow-up conference call.  During that call, Dr. L[redacted] detailed all of the complications, accused Maritec of lying, and insulted us repeatedly.  He stated that in order to make things right we needed to write-off the training costs which he had denied occurred, again despite the fact we had a detailed log of events.  Later that week, in order to move past this issue we decided to waive the training fees in good faith effort that we could move on to a healthier relationship.10.   EDI and Claims Submissions:a.       In order for [redacted] to get paid for services, they were signed up with an EDI insurance clearinghouse called [redacted].  The fees for [redacted] were being charged to Maritec starting on 11/1/2016 and through 2/28/17 were already $1,200 and accumulating.   Despite not being reimbursed during this time period, Maritec covered these additional expenses to keep [redacted] on an active contract and to minimize further complications.  In conjunction with the refusal to pay training, [redacted] also delayed the EDI payments to Maritec, and would only agree to pay if Maritec waived many of the EDU fees and provided further pricing discounts.  Maritec agreed to waive the EDI setup fees ($399) and discounted the provider monthly rates from $90/mo/provider to $75/mo/provider.b.       Maritec Medical never agreed to provide any information about [redacted] pricing.  Any reference that attempts to counter that is completely false and goes to show a mentality of demanding as opposed to truly listening to what is agreed to.c.       Regarding the issue with the [redacted] EDI, here is our accounting of events.  As you can see, there has been extensive work and effort on this issue.                                     ...⇄ NEW issue reported     Danielle emailed that taxonomy is missing  (This was placed in new ticket opened 1/27)1.       1/31/17- Danielle provided claim examples to research2.       2/17/17- Mike requested which taxonomy needs to print.  Response received on 2/223.       2/23/17- claims resubmitted4.       2/28- confirmation from Danielle that this was resolved                                    ...⇄ NEW issue reported-Adjudication date questions- discussed and resolved.                                   �...⇄ NEW issue reported-Medicaid is requesting a unique Carrier Code to be submitted1.       3/08- Claims sent with new carrier code but rejected for format issue2.       3/13- Client is put on Support HOLD due to failure to make payments3.       3/20- Further testing- standard config does not allow for Medicaid request4.       4/04- Further testing- need to manually change code field5.       4/10- Claims resent6.       4/13- Payor confirmation, issue is resolved11.   Clinical EMR Data export\import:a.       The EMR data export was performed by [redacted]- Maritec has no involvement in the content or formatting of that data with the one exception that Maritec did update the file types of some files to accommodate ease of viewing\reading for the client.12.   Since the EMR project, we have serviced 61 work orders representing over 112 hours of work for [redacted] (this is a very high number).  We have shown extensive effort and support with their weekly (almost) daily needs for assistance with [redacted], and Billing.  See “[redacted] tickets” file attached. Possible Resolution:-          We are truly sorry that the client has had a poor experience.-          The client has received substantial discounted charges counting the waived training costs plus the EDI discounts. -          We will always be open to resolving any issues that are fair, reasonable and appropriate.-          If the client would like to reset discussions on problems with the software functionality and lagging data migration issues, we are open to continuing the discussions assuming a documented resolution is completed.

Our second formal response to Complaint ID [redacted] is as follows:Maritec Medical has reviewed the customers response.  It is clear there is a wide disparity on the fundamental facts of the situation.  The majority of listed discrepancies we do not agree with, and our corrections have already been expressed in previous responses. We welcome the opportunity to re-engage with the client to resolve their remaining technical support needs (e-prescribing, printer, etc.), and have advised the client to contact us directly when and if they are ready to make a fresh start.  Thank for the opportunity to respond.Please forward to the client as they have blocked all communications from our domain.Shawn W[redacted]

[redacted]I’m responding to the second customer response regarding compliant ID [redacted] received by the Revdex.com on 6/14/2017 and received via US mail today on 6/21/2017.Our second formal response to Complaint ID [redacted] is as follows:·        Maritec Medical has reviewed the customers response.  It is clear there is a wide disparity on the fundamental facts of the situation.  The majority of listed discrepancies we do not agree with and has already been addressed in the previous response, which for the sake of brevity we will not repeat. ·        In respect to the last listed point stating that Maritec Medical “will not answer our calls”, once the complaint process was initiated and reported by the Revdex.com to Maritec Medical, the customer was placed on support hold, with the understanding the customer had chosen to address complaints through the Revdex.com process and no longer directly work with Maritec Medical.  To that end, we were simply respecting the clients wishes.  In addition, the customer has blocked emails from the Maritec Medical domain which eliminates the primary method of correspondence on technical support issues. ·        Finally, before receiving the written customer response in the afternoon, Maritec Medical reached out to the customer today (6/21/2017) to discuss the situation and evaluate if any reconciliation was still feasible.  We advised them that we are able to commence support if that was their choosing.  To our understanding, the customer has taken this offer under advisement, and will contact Maritec Medical if they wish to proceed.  If that occurs, Maritec Medical will resume support activities including the clients concerns continued issues with the [redacted] billing claims.Thank for the opportunity to respond.Please forward to the client as they have blocked all communications from our domain.Shawn W[redacted]Shawn W[redacted]  |  President  |  [redacted]
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** [redacted]MaritecMedical.com  |  [redacted]