MD On-line Inc.

MD Online provided inferior service during the month of October They had internal computer issuesI file electronic claims with them and thus had to file my own claims in OctoberTheir issues were resolved in NovemberI called and asked for a refund for October charges since they provided noneMy request was ignoredI called a 2nd time in December Again my request for a refund was ignoredI wrote an email and requested my service contract me terminatedThey said my email was not enough and I had to do it on line Today Feb 5th they finally adjusted my account screen to permit me to terminate service but are requiring me to pay thru May 31, This is absurd and should be illegalI called them to terminate services in December and I wrote them an email to terminate services and that should be sufficientAnd still no refund for October
Help

Response to Complaint id: *** ABILITY Network, formerly MD Online spoke with the customer several times in February regarding her frustration with the price increase. The
customer’s price increased from $per month to $per month effective on their February invoice. All customers were notified of a price increase effective February on their November, December and January invoices. On 4/2/15, a Customer Relations rep contacted the customer and offered to move their price back to $per month. We submitted a credit for the $increase for the previous invoices for a total of $32. The customer was in agreement with this and a new contract was sent to her for signature. The credit will appear on their next invoice *** ***Director of Account Management

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Of note, the business did not mention  Revdex.com complaint as reason for  change in their original position when they contacted me with a new contract to restore my  previous pricing. Their original communications re: price increase sent to customers they refer to in their email to you did not itemized amounts or increase percentage. 
Regards,
[redacted]

Official Response to Complaint #[redacted]MDOL’s standard Terms and Conditions, which all customers accept as a condition of using our services, require that a customer provide MDOL with 90-days notice in the case of termination without cause. Notwithstanding the foregoing, MDOL has since...

resolved the matter with the customer.

Response to Complaint id: [redacted]   ABILITY Network, formerly MD Online spoke with Mr. [redacted]  on 2/11 regarding his frustration with the...

price increase and the contract terms.  The customer’s price increased from $11 per month to $19 per month effective on their February 2015 invoice.  All customers were notified of a price increase effective February 2015 on their November, December and January invoices.  The customer’s invoices are delivered on the MD Online portal where they log in to send claims.  The notification was in compliance within the terms of the contract.   The customer is charged an annual Maintenance fee that is billed once  year at the renewal of the contract.  Mr. [redacted]’s original purchase was February so the annual maintenance fee of $99 was charged on the invoice dated 2/6/15.   The amount of the increase was not stated because customers have different pricing plans due to the different types and sizes of businesses  so the increase would not be the same for all customers.  The terms of the MD Online contract for cancellation are that the account is cancelled 90 days after the customer request a cancellation and completes an online survey.    Mr. [redacted] did speak with [redacted] Supervisor on 2/25 who agreed to credit back the $99 annual maintenance fee and cancel their account effective immediately.  She had offered to move the price back to the original price but they said they had already moved to another service.  The credit was processed and the refund is still being processed.  The Finance department will contact the customer to obtain their credit card information in order to process the refund back to their credit card. The February invoice was cancelled so it would not generate and the account was cancelled effective 2/27/15.     [redacted]Director of Account Management

Response to Complaint id: [redacted]   ABILITY Network, formerly MD Online spoke with [redacted] on 3/25/15 regarding her frustration with the...

price increase and the contract terms.  The customer’s price increased from $55 per month to $75 per month effective on their February 2015 invoice.  The terms of the MD Online contract are that the account is cancelled 90 days after the customer request a cancellation and completes an online survey.  The survey was completed and the account was to be cancelled effective 5/31/15.    After talking with [redacted] regarding her frustration, ABILITY’s VP of Sales Strategy agreed to credit back the additional cost and cancel their account effective immediately.  The credit was processed, the February invoice was credited back.  They currently have a $0 balance on their account.  The account was cancelled effective 3/27/15.   [redacted]Director of Account Management

Review: I have been a long term customer of MD Online now merged with Ability Network. I have a small psychological practice business and submit a very low number of claims via their electronic system for which I was paying 38.99/mo. In February 2015, and after a general notification saying that there would be a price increase for the services without specific amounts and/or percentages, the monthly price was increased 41% of the original price ($16), to $59/mo. I contacted the company to request a discounted pricing for small volume of claims and they denied. When I asked to terminate services, they said that it would take 90 days before I can terminate the contract. No suitable explanation re: increase in pricing and the lack of proper disclosure was issued by the representative that took 1 wk to contact me about this.Desired Settlement: I want to remain at the previous pricing level and for the company to create a fair pricing package for low volumen customers.

Business

Response:

Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with the customer several times in February regarding her frustration with the price increase. The customer’s price increased from $38.99 per month to $58.99 per month effective on their February 2015 invoice. All customers were notified of a price increase effective February 2015 on their November, December and January invoices. On 4/2/15, a Customer Relations rep contacted the customer and offered to move their price back to $38.99 per month. We submitted a credit for the $16 increase for the 2 previous invoices for a total of $32. The customer was in agreement with this and a new contract was sent to her for signature. The credit will appear on their next invoice. [redacted] Director of Account Management

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Of note, the business did not mention Revdex.com complaint as reason for change in their original position when they contacted me with a new contract to restore my previous pricing. Their original communications re: price increase sent to customers they refer to in their email to you did not itemized amounts or increase percentage.

Regards,

Review: I have been using MDonline (now Ability Network) for a year now. My wife is Psycho therapist and she has only two clients. We do one or two billing every couple of months. We used MDOL or MDonline (Ability Network) for free, [redacted] used to subsidize their service. Then last year they said [redacted] doen'y do that anymore, so they started charging us $11a month. Last month (Febbruary 2015) there was a charge of $118 on my credit card. I had received no written warning or email about it. I called Mdonline (ability) and asked about the charge thinking there was a mistake. They opened a trouble ticket. Few weeks later a lady name [redacted] called me. When I aske about the charge, she was very rude and basically said that they raised their price! from $11 to more than $28 a month (of course now they call $100 a year of it maintenance fee and the rest subscription fee!). When I said I want to cancel she said I cannot do it for 90 days, that is the contract. I said when I opened the service with MDonline, they told me it is month to month? She said I should have read the contract. I said I like to cancel since I don't agree with your price increase and my contract with them was $11 a month. She said they have the right to increase the price, that is part of the contract! She was extremely rude ... When I wanted to talk to her superior, she said she makes all the decision and have no manager! I told her that I am going to take them to small claim court, then she put me on hold and came back and said that is fine (meaning take them to court). I asked her no contract in US give you the right to bind you with time and at the same time raising the price.

I checked all my emails and couldn't find anything from them about price increase. Finally I found out on their electronic invoice top section they indicated about Price Adjustment in February!!? But nothing about how much it would be. I never look at the electronic invoice, they deduct every month from my credit card.Desired Settlement: This letter in for informational purpose only and should not affect my right in anyway or manner. I wished for them to be more honest with their customers, give the enough time and accurate information about their decision effecting their customers. Putting in small print increase of more than two fold, is not honest business. They put the cost Adjustment message on 12-03-2014 invoice, even if I saw that I still had to pay at least one month of adjusted service plus the annual maintenance fee ($120) before I could cancel.

Business

Response:

Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with Mr. [redacted] on 2/11 regarding his frustration with the price increase and the contract terms. The customer’s price increased from $11 per month to $19 per month effective on their February 2015 invoice. All customers were notified of a price increase effective February 2015 on their November, December and January invoices. The customer’s invoices are delivered on the MD Online portal where they log in to send claims. The notification was in compliance within the terms of the contract. The customer is charged an annual Maintenance fee that is billed once year at the renewal of the contract. Mr. [redacted]’s original purchase was February so the annual maintenance fee of $99 was charged on the invoice dated 2/6/15. The amount of the increase was not stated because customers have different pricing plans due to the different types and sizes of businesses so the increase would not be the same for all customers. The terms of the MD Online contract for cancellation are that the account is cancelled 90 days after the customer request a cancellation and completes an online survey. Mr. [redacted] did speak with [redacted] Supervisor on 2/25 who agreed to credit back the $99 annual maintenance fee and cancel their account effective immediately. She had offered to move the price back to the original price but they said they had already moved to another service. The credit was processed and the refund is still being processed. The Finance department will contact the customer to obtain their credit card information in order to process the refund back to their credit card. The February invoice was cancelled so it would not generate and the account was cancelled effective 2/27/15. [redacted] Director of Account Management

Review: MDOL is holding us to a contract with terms of service that were never agreed to but the verbiage of their "New" contract states in the first paragraph: "the Customer agrees to accept and be fully bound by any such revisions when they become effective, WHETHER OR NOT THE CUSTOMER HAS ACTUALLY REVIEWED THEM." What??? So does that mean they can put in their new contract that we will pay them a million dollars a month and provide them with new cars for all of their employees? How can this even be legal? How can I be bound to something that I haven't even seen or agreed to? When we signed on with this company we were expressly told by their sales rep that this was a month to month service. That was the ONLY way we would have been willing to sign up. Now we are going with a new company and MDOL has raised their rates from $55 a month to $75 a month and have told us we have to give them a 90 day written notice of intent to terminate. This is ridiculous.Desired Settlement: I agree to pay for the current month at our original fee of $55 and want them to cancel our service effective February 28th, 2015 and not bill us for the next 90 days at the increased rate of $75.00 per month.

Business

Response:

Response to Complaint id: [redacted] ABILITY Network, formerly MD Online spoke with [redacted] on 3/25/15 regarding her frustration with the price increase and the contract terms. The customer’s price increased from $55 per month to $75 per month effective on their February 2015 invoice. The terms of the MD Online contract are that the account is cancelled 90 days after the customer request a cancellation and completes an online survey. The survey was completed and the account was to be cancelled effective 5/31/15. After talking with [redacted] regarding her frustration, ABILITY’s VP of Sales Strategy agreed to credit back the additional cost and cancel their account effective immediately. The credit was processed, the February invoice was credited back. They currently have a $0 balance on their account. The account was cancelled effective 3/27/15. [redacted] Director of Account Management

Review: I started my account with Mdon-line few years ago. Now my small mental health practice slowed down, so I decided to not to use electronic billing any more because it's became too expensive. So I have called Mdon-line and asked to close my account. Their answer was that I can not close my account immediately, I have to pay for three more month. even if I close today. Nobody ever told me that, because if somebody did I would never start my billing account with Mdon-line. In my opinion it is unethical to force client to stay with any business.Desired Settlement: I would like to close my account effective October 31, 2014 and not to be charge a fee of $39 for next three months. I spoke with Mdon-line but they were not willing to resolve my problem.

Business

Response:

Official Response to Complaint #[redacted]MDOL’s standard Terms and Conditions, which all customers accept as a condition of using our services, require that a customer provide MDOL with 90-days notice in the case of termination without cause. Notwithstanding the foregoing, MDOL has since resolved the matter with the customer.