"awful"

awful, no help, your on your own, our medical practice lost millions over the last year in countless billing errors, its a financial mess, and of course they are not liable for anything. stay away!!!

"Poor customer service practices"

Poor customer service practices! We have been with iSalus as our EHR and billing software company for over 6 years. When we first started with them we understood that they were a newer company that was expanding. We had always been willing to work with them on "work-arounds" and settled with some of the short-comings of the system because we knew they were new and the price worked for us. However, in the past year the customer service practices have become quite poor. When the pandemic first hit in March of 2020, we saw that there was a discounted price for the telehealth through their system. Within a few weeks it was clear that the system had a lot of "bugs" that consistently dropped calls, froze often, or simply did not work. Further, we noticed on our first bill we were charged FULL price and they denied there was an advertisement for a discounted price (I had not thought to screen shot the advertisement as we always had a fairly descent working relationship witht the company). When we contacted iSalus support in regard to the poor telehealth platform, their staff told us that there were too many users nation-wide on the system and that the "platform was unstable". Seeing as we work with very high risk clients and their treatment was being compromised, our Clinical Director made the decision for us to switch systems for the SAFETY of our clients. I was told that we would be let out of the contract early and refunded the cost. However, after 10 months of being told that we would be refunded while charges continued to be withdrawn from our account (over $9000 total) the staff we were working with left the company and the new staff would not honor the refund (even with months worth of dialogue over email regarding the subject). Instead of working with us, we were lectured on the meaning of a "contract" and told that their parent company ecommerce would not allow them to refund us. After much back and forth I was reluctantly offered a "credit" but only if I signed a contract locking us into the system 2 additional years. Needless to say, we were quite insulted by this offer as we had done nothing wrong but were being forced into another contract. In addition, we were NEVER able to get our client portal up and running despite working with their team for OVER A YEAR. We are still be charged for this service as well that we cannot use.

We have decided to leave the EHR because of their dishonest business practices. I have involved the highest of admin on correspondence but usually have to threaten to contact a lawyer on 3 occasions after waiting over a week for a response even after several follow up emails. I have had to refuse to speak with them over the phone anymore as it is clear that they will be candide over the phone but side-step putting anything in writing.

I can work with a system that is being expanded with honest and forthcoming people but I cannot work with the business practices that iSalus has resorted to using within the last year. I will be contacting ecommerce to see if they are more willing to work with us on honoring the loss of money that has been taken out of our account. As the parent company they should know the types of issues they are indirectly supporting.