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Complaint: I am rejecting this response because:Using the business' response to outline my complaintMy responses are starred *** [redacted] Compulink sales team said they would be able to pull our data no problem after looking at our online system, then changed their minds after we paid for their services*** - I was promised I could bill just under myself and slowly implement other providers, they promised me and this was not addressedI had been told this was not an issue.As previously stated, we setup all new clients based on the content of Provider Setup Form DrMessenger’s office gave us We did setup the office as billing both as groupAll providers listed on the form were added to Emdeon but this did not cause a problem with claim submittal since the practice was able to do duel submittal BCBS ERA must be completed online by the client; not Compulink Once we were made aware that ERA were being sent thru Emdeon, Compulink worked with the office to come up with a plan to get download only DrMessenger’s ERA after it was received and process in their old system This conversation took place on 06/24/at 13:hours with C [redacted] and GSA [redacted] This statement by the business is completely untrueSales team said billing one person at a time and switching them over one at a time would not be an issueWhen we began working with Emdeon they discovered that to move me over to bill with BCBS we needed to move over the entire groupThis was contrary to their promisesI would have been able to bill for myself, and my other providers would not have been able to bill - as they would have not been moved over to the new software yet*** - They admit their training was sub-par per the facebooking during training***Just because I did not file a formal complaint does not mean I did not complainI did complain to the head of their sales team, and to our project leader via phone"

Our president is away on vacation For further consideration of this request it will need to be presented to himHe will return next week.TO Revdex.com: Also note, that opening this message each time infects computers with pCKeeper Live virus and takes significant time to clean and remove The Revdex.com should be aware of this issue This is the third correspondence and third time it has infected my PC Is there an alternate method of communication?

-I was never able to sent client information, compulink's end was never able to handle our client information their software was unable to read our client info even after they promised they could. Our contract clearly states it is the client's responsibility to provide Compulink usable data. On 8/16/16 Compulink was able to pull the data ourselves and the data was made available in the software application on 8/19/16 and the following email was sent to Dr. M [redacted] to review the data.08/19/16-11:03 By: DSW Spoke to: M [redacted] ***cf0\b0\f1\par\parIssue: Conversion Steps: Sent email -Hi ***, I hope things are going well! I dropped into the Psych Advantage software the patient, appointment and insurance conversions. Can you take some time to review the data for each of these areas by following and completing the attached forms. You can also find these forms on BaseCamp. I also need you to complete the attached Appointment Reason Mapping Table.csv spreadsheet with what you would like your new appointment reasons to be in our software i.e. 90785 in therapyappointment.com should be what appointment reason in Psych Advantage i.e. Group Appointment? Let me know if you have any questions and if you would like to schedule a time to go over this information. - I was promised I could bill just under myself and slowly implement other providers, they promised me and this was not addressed. I had been told this was not an issue.As previously stated, we setup all new clients based on the content of Provider Setup Form Dr. M [redacted] ’s office gave us. We did setup the office as billing both as group. All providers listed on the form were added to Emdeon but this did not cause a problem with claim submittal since the practice was able to do duel submittal. BCBS ERA must be completed online by the client; not Compulink. Once we were made aware that ERA were being sent thru Emdeon, Compulink worked with the office to come up with a plan to get download only Dr. M [redacted] ’s ERA after it was received and process in their old system. This conversation took place on 06/24/16 at 13:16 hours with C [redacted] and GSA. - They admit their training was sub-par per the facebooking during training.We reviewed our notes and no complaints regarding the newly assigned trainer on 03/28/16 was filed. 03/24/16 was last training with ANF, 03/28/16 replacement trainer MRS was assigned to the account and on 03/28/16 MRS sent email – On Mon, Mar 28, 2016 at 3:36 PM, M [redacted] <[email protected]> wrote:Hi C***, My name is M [redacted] and I am the Training Specialist that will be taking over your account from Naomi, as she has moved on to other opportunities. Please refer to my contact information below as needed. I look forward to continuing training with your office. Thank you for your time in responding. Kind regards,M [redacted] | Training SpecialistCompulink Business Systems, Inc. ###-###-#### [email protected] www.compulinkadvantage.comFrom: C [redacted] Ann <c***[email protected]>Sent: Thursday, March 31, 2016 3:28 PMTo: M [redacted] Subject: Re: 7645 Trainer Contact Info Michelle - Thank you for getting in touch with us! As I'm looking forward in the process, we left off with Naomi discussing a time to start training with the system. We planned on initiating training with our front desk personnel and then moving forward with 3 hour chunks to train our therapists - with the intention of putting those that take a little more technological help in the first group. Please let me know some time frames that I might be able to look at scheduling. Thank you! Emdeon is slowing us down and so is losing our trainer - hoping to get started up again with whoever is our replacement. Sent from my iPhone

Complaint:
I am rejecting this response because:
-I was never able to sent client information, compulink's end was never able to handle our client information their software was unable to read our client info even after they promised they could.- I was promised I could bill just under myself and slowly implement other providers, they promised me and this was not addressedI had been told this was not an issue.- They admit their training was sub-par per the facebooking during training.- They broke so many promises I lost trust in them and asked for help, per the attached emails from their sales team - to which they claimed they could fix our billing issues - but eventually they said they could not fix them (a prerequisite for purchasing their software) - a fraudulent claim made by compulink.See pasted email between my "implementation team" and myself during our troubled times - as you can see in my email responses, their team leaders nor their implementation leaders were able to live up to their promises. I am still seeking a refund in full."" begin pasted emailC*** *** Jul 1to me, Sondra, StephenGood morning B***, Thank you for the detail. We truly want to resolve this for you as soon as possible. I have escalated your requests to our Director of Sales, S*** *** She will be able to call you in a couple of hours. She will call you on your cell. If you have a more preferred time please let us know. I have cc’d Sondra on this email. Sincerely,C*** I wanted to add, that the solution that is proposed, is to put us months behind as I can not slowly accommodate my staff to the new software person at a time - now its all staff at once or not at allI beat this issue to death with both S*s, yourself, Shamzi, and her replacement; to the point I got sick of making sure we could implement the software this wayThen, when I personally log calls with my own cell # and have issues worked up the lines that I personally logged, speaking with my manager is not the same as speaking with myself - or it would have been very clear that I am not happy with the solution, or with being misled into believing I could implement your software in a way that is now clearly unavailable. Then, in an urgent situation, when is it appropriate to leave a single message that says "this is s***, please have c*** call me back"How about "this is urgent, I need c*** now", or how about calling more than a single time when the matter has clearly been marked as urgent, and then reaching out to the owner, who's contact information everyone involved has been given numerous times. This is very disappointing and a poor way to start our relationship - I must have asked this specific point (slow implementation provider at a time with insurance companies) over a dozen timesIf No one knew the answer then that should have been said "we don't know" but I was always assured it was a yesAlwaysNow if it was a mistake, then someone needs to step up and say they didn't know and take responsibility - which has not happenedThese are really the only two options, I was lied to, or compulink staff didn't know the truth. The proposed solution, as I will express again, is simply to switch the electronic stuff back to the way it was before and wait till all of my staff are ready and HOPE everything worksI am not at all okay or comfortable doing this, but it seems as I am being forced to do so since the slow implementation is not possible. I would prefer to move forward, assuming we can regain some trust in your company, but I am certainly not going to pay for this mistake out of my pocketbook, as I am sure will be expected. On Fri, Jul 1, at 1:AM, B*** *** wrote:Yes c*** and I have been in constant contact and we have never felt any resolution to this issue, nor has any manager spoken to me as promisedThis is still a very open matter. On Thu, Jun 30, at 11:AM, C*** *** wrote:Good morning B***, I did log a call for you last Friday and left you a voicemail later that day with the status that a call would be made soonThe call was placed to C*** and ultimately C*** and G*** (here at Compulink) handled the BC/BS issue together on a conference call with BC/BS. G*** stayed on the phone the entire time with C*** to insure that there was resolution. Since then S*** Behne (EDI Implementation manager) called C*** and left her a message and I believe there is a call request to reach out again today. I am not sure if perhaps you and C*** have not had an opportunity to review this together. I can assure you that all Compulink staff involved acted very quickly to get you resolution and it was completed right away. Please let us know if there are any other questions or areas you need clarification on. I am in my office all day (until 4:pdt) today. J Sincerely,C*** Subject: discussed matter C***, I wanted to inform you that no one has gotten back to me, and our team leader, S***, also did not respond. I would like to speak to someone in management about these issues please and thank you
Regards,
B*** ***

MrM*** purchased Compulink Advantage Software in February, and we installed the software and made available to MrM*** on February 24th, 2016. As part of our transition process, the practice completed a “Provider Setup Form” which details out all of the providers to
migrate. The practice returned this form with all of the providers to be setup as a group but indicated that they bill as both individual and group. Based on this form, Compulink did setup all of his providers to bill however, once the practice expressed the desire to only do one provider, we set DrM*** up to bill claims.Compulink has the client sign a Conversion Description and Requirements document as part of the contract. MrM*** signed this document on 2/1/2016. This document clearly states “Compulink cannot guarantee that your data can be read until the data has been received and reviewed”. When we received the data and begin reading it through our conversion programs, we discovered it contained extraneous characters that prevented us from being able to accurately convert the data. We asked MrM*** to acquire another data capture since he did not purchase data extraction services from Compulink. Eventually, MrM*** gave us access to his software and Compulink was able to pull the data and convert it accurately. The converted data was placed into the Advantage software for review within business days. This data extraction service was done after business hours by our employees at no additional cost to MrM***, even though these services were not purchased.As for transferring patient chart notes from their old software, MrM*** never provided Compulink with his patient chart notes. Compulink did review his old software and there was no way to extract the data in a readable format without MrM*** contracting these extraction services from his existing software vendor. Compulink did this review service at no charge but we clearly lay out in our contract that it is the practice’s responsibility to get this data in a format we support. It is not possible for Compulink to be capable of getting data out of all the different systems and versions in the industry so this is clearly laid out in the Conversion Description and Requirements section of the contract.During the transition of current billing from their existing clearinghouse to the clearinghouse used by Compulink, we require an experienced biller to complete the enrollment forms and agreements for claims, eligibility and ERA. These forms were completed by the office manager at MrM***’s practice. The ERA enrollment was setup to start immediately for all providers because that was how the form was completed. Compulink worked with MrM***’s office to resolve the issue as soon as it was reported to us. In addition, we also created a process to import just MrM***’s ERA data from his old software ERA report to help minimize the impact of this error. But once again, we completed the enrollment based on the information contained in the document provided by the customer.As for our trainer, this is the first time we have heard about the trainer browsing Facebook so I cannot comment but if that is the case, I am truly sorry. I will say though MrM*** purchased hours of training and used of those hours. During this time one of our trainers did leave the organization but we feel this had no impact on our ability to effectively train a group of people who wanted to learn

My apologies for not responding sooner, as I was away on vacation. Dr*** purchased Compulink Advantage software in 2008, and as he noted Compulink made every attempt to uphold all terms of the agreement. Copy of the signed order is attached showing Dr***'s acknowledgement that he
also agreed to the terms of the sale.After a purchase made six years ago, Compulink has been approached for a refund without an opportunity deliver what we committed to provide. There has been no default on our part as acknowledged by the client Our offer has been to continue with the installation of software as committed without consideration of price increases or other factors. We continue to stand ready to meet our obligations. I have approached our President in consideration of of this request and he is willing to provide a full refund if the client installs our software and fails to achieve increase revenues for 2016. We welcome an opportunity to demonstrate our lastest version and will work closely with the client to achieve a successful implementation.With kind regards,*** ***

Complaint: 10689779
I am rejecting this response because:My husband, Dr. Alan Bugg, and I have been waiting for a response from Compulink Business Systems since their last response dated 7-21-15 stated that the president was away on vacation and that they would get back to us this week.I guess I should have responded that we do not accept the response, but I really thought they would get back to us before my deadline to "accept or not accept" which would be today, 7-28-15.  I got an email yesterday stating that our case was closed  and I called you today to ask you to reopen it, as it has not been resolved and we are still waiting to hear from the president of the company.Thank you for your help in this matter as we try to reach a resolution
Regards,
[redacted]

Complaint: 11740683
I am rejecting this response because:Using the business' response to outline my complaint. My responses are starred [redacted] [redacted] Compulink sales team said they would be able to pull our data no problem after looking at our online system, then changed their minds after we paid for their services[redacted] - I was promised I could bill just under myself and slowly implement other providers, they promised me and this was not addressed. I had been told this was not an issue.As previously stated, we setup all new clients based on the content of Provider Setup Form Dr. Messenger’s office gave us.  We did setup the office as billing both as group. All providers listed on the form were added to Emdeon but this did not cause a problem with claim submittal since the practice was able to do duel submittal.  BCBS ERA must be completed online by the client; not Compulink.  Once we were made aware that ERA were being sent thru Emdeon, Compulink worked with the office to come up with a plan to get download only Dr. Messenger’s ERA after it was received and process in their old system.  This conversation took place on 06/24/16 at 13:16 hours with C[redacted] and GSA.  [redacted] This statement by the business is completely untrue. Sales team said billing one person at a time and switching them over one at a time would not be an issue. When we began working with Emdeon they discovered that to move me over to bill with BCBS we needed to move over the entire group. This was contrary to their promises. I would have been able to bill for myself, and my other 13 providers would not have been able to bill - as they would have not been moved over to the new software yet. [redacted] - They admit their training was sub-par per the facebooking during training. [redacted]Just because I did not file a formal complaint does not mean I did not complain. I did complain to the head of their sales team, and to our project leader via phone"

Our president is away on vacation.  For further consideration of this request it will need to be presented to him. He will return next week.TO Revdex.com: Also note, that opening this message each time infects computers with pCKeeper Live virus and takes significant time to clean and remove.  The Revdex.com should be aware of this issue.  This is the third correspondence and third time it has infected my PC.  Is there an alternate method of communication?

-I was never able to sent client information, compulink's end was never able to handle our client information their software was unable to read our client info even after they promised they could.  Our contract clearly states it is the client's responsibility to provide Compulink usable data.  On 8/16/16 Compulink was able to pull the data ourselves and the data was made available in the software application on 8/19/16 and the following email was sent to Dr. M[redacted] to review the data.08/19/16-11:03 By: DSW Spoke to: M[redacted]cf0\b0\f1\par\parIssue: Conversion Steps: Sent email -Hi [redacted], I hope things are going well! I dropped into the Psych Advantage software the patient, appointment and insurance conversions.  Can you take some time to review the data for each of these areas by following and completing the attached forms.  You can also find these forms on BaseCamp. I also need you to complete the attached Appointment Reason Mapping Table.csv spreadsheet with what you would like your new appointment reasons to be in our software i.e. 90785 in therapyappointment.com should be what appointment reason in Psych Advantage i.e. Group Appointment? Let me know if you have any questions and if you would like to schedule a time to go over this information.  - I was promised I could bill just under myself and slowly implement other providers, they promised me and this was not addressed. I had been told this was not an issue.As previously stated, we setup all new clients based on the content of Provider Setup Form Dr. M[redacted]’s office gave us.  We did setup the office as billing both as group. All providers listed on the form were added to Emdeon but this did not cause a problem with claim submittal since the practice was able to do duel submittal.  BCBS ERA must be completed online by the client; not Compulink.  Once we were made aware that ERA were being sent thru Emdeon, Compulink worked with the office to come up with a plan to get download only Dr. M[redacted]’s ERA after it was received and process in their old system.  This conversation took place on 06/24/16 at 13:16 hours with C[redacted] and GSA. - They admit their training was sub-par per the facebooking during training.We reviewed our notes and no complaints regarding the newly assigned trainer on 03/28/16 was filed. 03/24/16 was last training with ANF, 03/28/16 replacement trainer MRS was assigned to the account and on 03/28/16 MRS sent email – On Mon, Mar 28, 2016 at 3:36 PM, M[redacted] <[email protected]> wrote:Hi C[redacted], My name is M[redacted] and I am the Training Specialist that will be taking over your account from Naomi, as she has moved on to other opportunities. Please refer to my contact information below as needed. I look forward to continuing training with your office. Thank you for your time in responding. Kind regards,M[redacted]         |          Training SpecialistCompulink Business Systems, Inc.            ###-###-####            [email protected]             www.compulinkadvantage.comFrom: C[redacted] Ann <c[redacted][email protected]>Sent: Thursday, March 31, 2016 3:28 PMTo: M[redacted]Subject: Re: 7645 Trainer Contact Info  Michelle -   Thank you for getting in touch with us! As I'm looking forward in the process, we left off with Naomi discussing a time to start training with the system.  We planned on initiating training with our front desk personnel and then moving forward with 3 hour chunks to train our therapists - with the intention of putting those that take a little more technological help in the first group. Please let me know some time frames that I might be able to look at scheduling. Thank you!   Emdeon is slowing us down and so is losing our trainer - hoping to get started up again with whoever is our replacement. Sent from my iPhone