Systems 4pt

Review: I have sent 4 times emails requesting their policy on discontinuing services and they have not responded. Also talked to their staff and no answer.

They make many promises before you sign up with them and they did not deliver. They provided our physical therapy office with a billing system. They want us to pay over $1500 to update our system with mandatory updates by medicare. I decided to leave them and find another company. We have not been pleased with the service they have provided from the beginning. I have sent several emails(I have proof)and talked twice on the phone with their customer service people to give us an understanding how to discontinue our services so we can continue to have access to our records but they have not responded since the first email which was last year. Now their system is shutting down repeatedly and I have been told by their techs that I would have to purchase a whole new computer(through them of course) which will cost me an arm and a leg, just to be able to access my old documents. Desired Settlement: I want them either to fix this computer so we can access our patient records or replace it. We have already invested over $21,000. With that kind of money we should have had the updates for free. They should answer clients when they ask them how can we discontinue the service and still have access to our client records. They have such massive security on their system that only their people can access OUR records.

Business

Response:

Business Response /* (1000, 5, 2013/04/25) */

Dear Ms. Chaney;

Thank you for your inquiry. I will try to address the concerns expressed in Mrs. [redacted]'s complaint (#XXXXXXXX).

First, **stems4PT has an automated ticket system that records every email that we receive, enabling us to move the issue of that email around the Company to the appropriate specialist in order to assure the best possible resolution. With that as background, there are no open (unresolved) tickets in our **stem. Moreover, I went back to January 1 of this year, and there are no tickets referencing Mrs. [redacted]'s ''discontinuing services.''

However, we do have telecon notes regarding the issue, during which she was told (1) that she is free to leave our **stem at any time as she has no on-going contractual obligations, (2) her system functionality would be available to her as long as she paid her monthly maintenance fees and (3) after she stopped using the **stem/paying maintenance fees, her server would be used to archive her electronic medical records.

Regarding ''having to purchase a new computer'', we told her that her server will be five years old in July (the Dell warranty is three years) and the ''shutting down repeatedly'' is a strong indication that, while the users were currently logged in and the server was operating properly, it was is in the process of failing. **rvers - first, last and always - are electronic devices, expensive light bulbs, if you will, and eventually they burn out and must be replaced (anything beyond 48 months is ''living on borrowed time,'' and her server is approaching 60 months). Of course, configured, special-use servers are expensive ($3,500 in this case). But considering what they do and the length of time they do it (her server has been operating for approximately 41,000 hours), it is one of society's great bargains. Nonetheless, Mrs. [redacted] did not like this solution and we understand that no one likes to spend hard-earned money. But, while technology is expensive, it is almost always the cheapest way to accomplish the objective in the long run.

As far as the upgrade and the cost thereof are concerned, we develop, sell and service Electronic Medical Records software. Our government (Medicare) and the other medical benefits insurance companies change their operating rules and regulations from time-to-time (Medicare has made more changes in the last 8 months than they have made in the last 8 years). It is our job to stay ahead of those changes and make improvements to our **stem to enable therapists to handle the new rules and regulations efficiently and effectively. We spend hundreds of thousands of dollars every year to make those improvements. If we did not charge for them, we simply would be out of business and Mrs. [redacted] would have no one to support her software.

Last, the $21,000 she has spent on her **stem: In July 2008, Mrs. [redacted] and her husband spent $13,217 for hardware configured with our software; in February 2012, they purchased a tablet for$2995 configured with our software; since July 2008, they have spent another $8,620 on **stem support (an average of $151 per month, which includes all clearing house fees, licensing fees and Help Desk support and typically covers approximately one-half of our costs). Updates are free and in the 57 months since they bought our **stem, they have received dozens of those free updates. Upgrades, on the other hand, like the latest Evidence-based Medicine upgrade (which addresses the new Medicare rules and regulations) are major development programming projects and are not free (e.g. Microsoft sends out free updates all the time, but we have to pay for Vista, Windows 7 and Windows 8). **stems 4PT upgrades, as with Microsoft, are at the discretion of the user. There is no obligation to purchase them, which is what Mrs. [redacted] decided to do.

One final note: Mrs. [redacted] complains about ''massive security.'' Of course, that security is required by federal HIPPA legislation and is there to protect Mrs. [redacted] and her husband and the Electronic Medical Records in their database, not keep them out of their **stem.

I hope this answers your concerns. Thank you for providing this important Revdex.com service to the business community.

Sincerely,

President

Systems4PT

Consumer Response /* (3000, 7, 2013/04/30) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Unfortunately, Mr [redacted] has not disappointed me again. I have proof of the emails I sent. He is untruthful in stating that anyone has responded to me to say that I was told I am free to leave the company at any time and that I could stop paying my monthly maintenance fees and that I would be able to have an archive of all my records. I was fearful that the system would just stop operating. I wish he would come up with evidence for those "telecon" notes if they truly exist. It simply did not happen. I think it's easy to claim anything to try and save face. If he that makes him feels good about himself and his company and so be it. I am not looking for any settlement from them, just an ownership for the problem which again they have failed to do. I do host quite a few seminars each year for PT con-ed groups and constantly consulted on which companies we use for many things. I just will never recommend systems 4 PT for any of them. It would be interesting to see how many people we encounter who have the same issues.

Business Response /* (4000, 9, 2013/05/06) */

From: [redacted] (mailto:[redacted]@systems4pt.com)

**nt: **nday, [redacted] 05, 2013 6:02 PM

To: Paris Chaney

**bject: Revdex.com Complaint Case #XXXXXXXX

Ms. Chaney,

I reread the case several times and I don't think that we can add anything to our first response, except to say that we will be happy to help Mrs.[redacted] and her husband transition to their new system any way we can and we wish them well.

**ncerely,

President

**stems 4PT