CentralReach Reviews (%countItem)
CentralReach Rating
Address: 6451 N Federal Hwy STE 501, Fort Lauderdale, Florida, United States, 33308-1416
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This company grossly oversold their product. I was very clear about my needs. They said they could meet them, and did not, but charged me anyway.
I first became curious about central reach in the beginning of 2018. I demoed their software and had multiple conversations with two different sales reps; *** and ***.
I had very in-depth phone conversations with ***, where I explained my company needs (I needed a smooth and seamless online portal for clients to be able to sign documents and obtain their superbills. I needed to be able to send clients a link where they could sign client consents and fill out intake questionnaires and forms digitally, prior to their appointment date. I needed to collect meta data for reasearch and chart subsets of client presenting problems, intervention applications and outcomes. I needed to be able to track employee hours and complete payroll. I needed to be able to house employee documents.
I was assured that the Central Reach medical software was capable of all of this. *** did mention that the system was not built for a holistic practice, like mine, but he assured me that the CentralReach team would ensure to adapt its application and modify templates where needed.
I finally signed up for services in July 2018. I paid $500 for implementation training. During the several months that I received training on how to use the software, I was charged for most of the modules... even the ones that I was not yet trained on.
The trainers didnt seem to know anything of my conversations with ***. My first trainer *** was very rude, inpatient, and condescending in her tone and speech. She was intolerant of questions. I became skeptical a few weeks into training about the program. It didnt seem to do what *** let on when selling me the program that it could do. Whenever I would ask about the module that would allow for data collection, I was just told that I would get that training later. I was put off multiple times when I would ask about using the system for what I needed it for and how it could meet that need. The trainer seemed irritated that I would be asking questions about things I needed the system to do, that it didnt seem to do.
Turns out, the system could not perform the way *** said it could. It could not meet my need at all.
After months of investing time and money into learning this system, I decided to pull the plug on it.
I needed to reach up the rungs of management to get anything done at all. They did not seem to want to take responsibility for promising more than they could deliver. I was refunded for modules that I was not using while training on other modules. However, I am out $1000s of dollars and 100s of man hours due to this company just trying to get their product sold, and not really paying attention to if they could truly meet my requested needs with their software.
They did let me out of the year contract early, however, there was no refund of implementation costs. In my opinion, this company should have refunded every dime I spent on them, as this was their complete error.
They did leave me access to my client files for 90 days so that I could extract the files and migrate them into a new system. Unfortunately, they do not have any simple way to extract files. I had to download one document at a time for 100s of files. This was more man hours wasted because of this company was unable to deliver what they promised. Even though their document extraction method is tedious and unnecessarily complicated, they were unwilling to do some of this work for me.
I regret trusting Central Reach. They need to seriously modify their sales practices, implementation practices and customer service practices.
I would like a total refund of all dollars spent on implementation costs and software use fees.
Thank you for contacting CentralReach via the Revdex.com. Thank you for sharing your concerns regarding the communication during the training and implementation process. While we have always represented ourselves as an EHR for ABA organizations, we understand where the breakdown may have occurred and have fine tuned our sales and implementation processes to ensure true customer fit and satisfaction. We are issuing a full refund for the implementation costs and software use fees as requested.
From: *** R
Date: Fri, Jun 14, 2019 at 8:38 AM
Subject: Re: Revdex.com Complaint Case# *** (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX)
To: Revdex.com
Revdex.com, I am still not satisfied with the resolution of this case, please reopen.
The company contacted me to say they would provide me a refund on money spent on the software if I take down my Revdex.com complaint. I responded to them that I would need a full refund of all company loses from their poor business practices. I have not heard back from the company. I have reached out to then again, twice, asking for followup.
Sincerely
The consumer was contacted and account information was requested to process a refund. The consumer provided incorrect account information that delay a refund. CentralReach has been in constant contact with the consumer and processed a full refund as outlined in our initial response.
CentralReach is a company that provides practice management and EHR software for companies who provide various educational or behavioral health services for clients. Our contract with CR outlined training they were to provide for our staff; they did not provide the training as outlined in the contract. When we contacted CR with issues regarding the quality of our training, and made requests for additional training, they stated they were completely unable to provide additional training, and provided incredibly poor customer service at every turn. We have paid thousands of dollars for a software system that we are unable to use for data collection, have wasted hundreds of hours ourselves trying to learn the system, and have been left without an efficient means to collect data for the children with Autism we serve. When we concluded that there is simply no point to continuing the relationship, we were promised a refund via phone call, but when we followed up via email, the refund amount had been decreased significantly. As a company that employs behavior analysts, CR should have no trouble designing high quality training and carrying it out, but they demonstrate at every opportunity that they are not interested in the success of their clients.
Product_Or_Service: Software
Order_Number: NA
Account_Number: NA
Refund We expect that CR will refund the entire amount paid for the Learn features of their software, which totals $3982.
CentralReach is an EHR practice management and clinical platform providing service to over 600 Organizations with approximately 200 onboarded on over the past year. Each one of the Organizations utilizing our Platform has undergone a standard onboarding and implementation process that has been fine-tuned during our seven years of business. The Consumer's Organization was provided the same standardized training as our other Organizations. The standardized training has allowed those Organizations to be successful in utilizing the platform to provide more efficient and effective services to their clients, but for some reason beyond CentralReach's control this was not sufficient for Consumer's Organization. Based on the repeated success of our implementation process, and the various steps described below, CentralReach believes we have acted in good faith, taken all reasonable steps available and satisfied all obligations we have in an attempt resolve this issue related to Consumer's Organization inability to successfully utilize the Clinical portion of the platform.
To begin, it is extremely important to note, Consumer's Organization continues to utilize CentralReach's Practice Management portion of the platform. The practice management training is standardized and conducted in the same manner as the clinical portion that Consumer's complaint arises from. Consumer's Organization was unable to utilize the Clinical portion of the platform, despite undergoing the same training as all our Organizations do, and then being provided additional training at no cost. The training Consumer's team was provided is documented in recorded video calls and includes PDF documents of all Milestones establishing the status of training and what topics were covered. Like all our Organizations, Consumer's Organization had continued access to the recorded training calls and milestone materials to review and utilize. In addition, the amount of time expended for the training was documented and included sixteen hours of structured standardized training, as well as an additional ten hours of complimentary additional training.
Like all our Organizations, Consumer's Organization was provided the full implementation and onboarding experience, and was then provided with additional training at no cost. Consumer's Organization also had full access to help materials that are available online for our Organizations, and timely emailed communications answering questions. CentralReach's extensive self-help materials are located at http://help.centralreach.com/# and provide comprehensive information on the platform. Despite these efforts by CentralReach and the standardized process that has stood the test of time across over 600 Organizations' implementations, Customer has indicated she did not receive adequate training. The success of CentralReach's standardized training process is supported by Consumer's continuing use of the Practice Management portion of the platform, which is implemented by the same team and in an almost identical manner. Based on the foregoing, CentralReach strongly disagrees with Consumer's conclusion regarding the adequacy of training and the efforts taken by CentralReach to ensure Consumer's Organization's success.
In addition to the standardized training and additional training, Consumer was offered paid training, which is CentralReach's standard practice when assistance is needed beyond what is offered during implementation and in our free self-help materials. An extensive and detailed quote on the exact topics that would be covered, as well as timeline that they would be covered in was provided. Consumer's Organization was not interested. CentralReach made every reasonable effort to ensure that Consumer's Organization was successful.
CentralReach was disappointed to see this complaint, as we have has acted in good faith and a reasonable manner at every turn. As mentioned above, when Consumer's Organization was struggling, an additional ten hours of training was provided at no charge. This training was on top of the standardized training that has allowed our large client base to be successful without issue. When additional issues arose, CentralReach team members remained vigilant in providing timely responses and putting together an extensive and custom training plan. Consumer elected to terminate Consumer's service, while simultaneously making threats to file this exact Revdex.com Complaint. In good faith, CentralReach waived provisions of the annual contract between the Parties that would have required a termination fee and locked Consumer into a one-year contract for the service that Consumer sought to cancel. In addition, despite no contractual obligation, CentralReach agreed to provide a refund of $1,276.00, which represented invoices from January through March of 2018 in relation to the annual subscription. Consumer was not satisfied with this good faith gesture, and instead sought a refund for nine months of clinical subscription fees. This request by Consumer was not reasonable and CentralReach was not obligated to honor it. At no point did anyone at CentralReach agree to a full refund as is stated, rather, upon Consumer's demand during a telephone call for a full refund, it was communicated that it would be reviewed by the CentralReach's leadership team. As discussed in detail above, the internal files maintained by CentralReach showed a course of excellent service, repeated efforts, and continued compliance with our standardized practices. As a result, and solely as a courtesy being made in good faith, CentralReach agreed to a partial refund and agreed to allow Consumer to terminate the annual subscription in relation to the Clinical aspect of the platform.
It is always Centralreach's goal to provide top tier service, and based on all the above, we are confident we have done so. CentralReach's platform continues to be one of the fastest growing EHR platforms utilized in the Applied Behavioral Analysis industry. Our Organizations' success has and continues to be a top priority, and is a goal we are repeatedly satisfying as we help our Organizations grow successful practices. We have no doubt we have done everything that could have reasonably been expected and were responsible for, while acting in good faith to resolve this issue. As a result, we are confident that the Revdex.com's review will result in the closure of this complaint.
If additional information or documentation is needed, please do not hesitate to contact us.
Documentation on training contains patient medical information. As a result, videos and PDFs cannot be provided.