Complaint Review: Nuesoft Technologies - Marietta Georgia

My problems with NueMD started in February of 2017 when it was realized and confirmed by a phone representative that there was a "glitch" in the system and my claims weren't being submitted correctly. Dates were missing on claims forms submitted electronically or showing up backward etc. Dotty, a wonderful person at NueMD reached out and did try to work with me to fix some of the issues, but in the end, there were hundreds of dollars un-recouped due to errors. 

In mid-July of 2017, I decided to take a different direction with my practice and reduce my overhead. I determined that the monthly fee for NueMD was overbudget and I wasn't using most of the functionality of the program. I initially wanted to use NueMD because of insurance and Medicare billing, but no longer wished to participate in that for the future of my practice due to the issues I'd had billing and money lost.

I contacted Tim S at NueMD and told him my situation, I needed to cancel my contract. He was very nice initially and told me that I needed to send a request for cancellation and they would handle the rest. I sent in my request for cancellation and received an email that my request was received and account canceled.

I reached out the following week due to an insurance issue, I needed to download something off of the software. Tim responded that it was not a problem, he would give me access for a short period of time to go in and download and I would be set. He never mentioned any charges or re-activation at this time. It took me a few days to get to the software to get what I needed. ( I am a small practice JUST ME!) However, when I logged in I didn't have "authorization" to access what I needed. I contacted Tim by phone on at least 3 occasions and left messages.  I was surprised, after talking with him, I still had no access. After going back and forth between phone and email with him for over 1 week, on July 26th  I finally was able to access. Over the next week or so I logged in and was able to download my documents. I notified Tim (as he asked) and let him know I was finished on August 14th, but between then and now, I had been charged yet again! 

I reached out to Tim because he had initially been helpful and told him I wanted a refund. If my account was canceled, how was I being charged? He told me that he forwarded my request to client services and he was not able to give refunds. On August 15th I received an email from Toneal H stating that they received my request to cancel and it would be effective Aug 31st. However I had already received a cancellation email, SO it obviously was a re-opening of my account that had happened to trigger another charge. She told me no refund would be given and that a cancellation email would follow. I never received this supposed email. 

Since then, I have disputed two charges with my bank, one from July and One from August. July's was not refunded due to the cancellation terms, but August was refunded and then charged back after my bank spoke with NueMD and got a completely different story. I spoke with NueMD this morning, and they are trying to tell me Augusts charge was an outstanding balance for July and that no more charges would be made to my card. When I asked for confirmation via email she stated that I had to email client services in order to request.

At this point, they've caused overdraft fees to my meager bank account due to an unauthorized charge in August which was refunded by my bank and re-charged today. I never gave anyone consent to re-activate my account. If Tim would have told me that access required reactivating the account, that would be one thing, but he never did!

I really don't suggest anyone, especially a chiropractor, use this software. As a sole proprietor it is very difficult to learn and use the functionality of the software, and with "glitches" I can not afford the mistakes. OrchestraOne is an amazing software with awesome support and an actual billing team that knows what they're doing!! Don't loose money year after a year due to "glitches" and then be charged when you try to cancel. 

I didn't "win" this one with NueMD but I hope more people in the future don't get stuck in my boat!