Unclaimed
eClinicalWorks
10K
CLAIMED LOSSES
3
TOTAL REVIEWS
1.3K
PAGE VIEWS
New Reviewer
Be aware
I closed my Medical business- . Was going to take Athena but the billing company med converge who also was doing my credentialing convinced us to take E clinical.We fools were told that billing company will take E clinical charges if we can take billing through med converge. Worst mistake done by me - bad E clinical service-pts and staff unhappy in a new business.!! Since it was a brand new practice- we are suddenly charged 1500 $ by the billing stating it was in fine print as a minimum.charge Aweful service- seems everyone is from India and think its ok to lie and do business. I closed the practice after couple of months . Today again I have been sent a bill for E clinical !!! can anyone answer if ARE we in India or US? Are we protected by any laws. Wish Someone tell the medical doctors who want to start a solo practice to be aware . Vultures are everywhere. A very tired and unhappy doctor.
ID
Pros
- Emr
Cons
- Poor service
Reason of review
Poor customer service
Loss
$10000
Preferred solution
Full refund
As bad as the product is, the support is worse
This software is incapable of performing basic functions and their support is a joke. The software is owned and primarily operated in India, even though they claim to be based in MA. Be prepared to waste your time trying to get their product to function properly and even more time dealing with their support staff who can't do anything other than read from a script. Typical scenario goes like this: 1. The office opens a ticket and describes the problem in full detail 2. Someone from eCW calls and wants you to describe the problem. Be prepared to waste most of your day on this step because you can't understand what they're saying 90% of the time. 3. eCW wants to take control of your computer to troubleshoot 4. eCW ties up your computer, going through a random, useless series of steps. 5. eCW says they will have to refer the issue to another department 6. Repeat steps 2-5 multiple times 7. The office stops hearing from eCW 8. The office contacts eCW again. eCW says it's a bug and will be addressed in a future update. Meanwhile, you've wasted weeks or months of your time and money on a product that simply doesn't work. Oh, and if the issue really is fixed in the update, which rarely happens, it's replaced by several more issues created because of the update. Start at step one again.
ID
Reason of review
Poor customer service
ECW: expensive, unable to meet federal requirements, abysmal support
eCW has a slick sales force and promises as lot but, delivers little. Constant problems with slowness and freezing. Lab interface goes down at least once a week. Updates are a mess. This many years into the federal compliance mandate and the software still isn't capable of meeting many of the required measures. The reporting portion (eBO) is a complete disaster. If you want to create customized reports, you have to pay an additional fee but, once you pay, you'll find out it's nearly impossible to use and the report data is completely inaccurate. Customer service is a joke. Most of the staff is in India. They seem to have little or no training, beyond reading from a manual and the language barrier is extreme to the point of being ridiculous. We've wasted so much time trying to get them to understand the issue and then trying understand what they say in response. Not to mention that their response is usually wrong or useless. Their training videos are just as bad. I've literally seen a whole room of clients burst into laughter after watching one of the training videos eCW supplied.
ID
Location
Westborough, Massachusetts
Reason of review
Bad quality
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