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Very poor GRS service and price gouging in time of COVID emergency

Update by user Apr 29, 2020

Heard back from CEO after sending an email! His response was equally bad which explains the sorry state of the company.

Culture always goes top down.

The CEO claimed that over $7000 just to have view only access to the EHR for a month (during COVID shut down) was very reasonable!!!!Stay away from Greenway! Lousy EHR, worst Revenue Cycle Management services!!

Original review posted by user Mar 30, 2020
I had already decided to leave the company by end of March 2020. Due to disruption in office and having to shut down medical practice, I asked for extension to be able to have access (not use the system but just have view-only access) for myself and staff for 30 additional days and they came back with a quote of almost $8K. This is AFTER having paid them almost that amount to get a data extraction done (and had to pay for the hard drive for that myself) Implementation was lousy. I was given the same resources to implement the system for 4 practices, that they would give to one practice. They have lousy GRS services. They claimed to know Surgery center and mental health billing and did not. Multiple team shifts in the 1.25 year that I was with them with non-existent hand off. They do not tell you in the sales pitch that they are not truly cloud based or web based solution. You use Remote desktop connections and that is lousy. They give you no help for MIPS and tell you to pay more for their MIPS consultation services. I was given templates for 2018 MIPS documentation for implementation in 2019 so lost big time in reporting for 2019 The Worst EHR and billing mistake.

User's recommendation: STAY AWAY!!!! They will make you lose money and not care.

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ID
#1845733 Review #1845733 is a subjective opinion of poster.
Cons
  • Lousy billing service
Loss
$250000
Preferred solution
Let the company propose a solution

A company that has fallen far.

There's nothing inherently wrong with the product (I presume you're talking about Intergy?). It's been around for a decade and is well developed. Unfortunately, it's been passed from WebMD to Emdeon to Sage to Vitera (Vista Equity Partners) and now to Greenway. I worked for the Midwest Region when it was still Medical Manager and Intergy didn't exist yet. I left about a year and a half after WebMD. Every time the company went through a transition, support went down hill. But this was magnified 10 fold when it became Vitera. People with 10, 12, 15+ years of experience with the product and, possibly more importantly, the customers, were let go. Sometimes in the middle of an implementation. We probably had 3 different project managers when we upgraded from Medical Manager (11) to Intergy (7.10). And then again when we were going through a merger with another doctor's office and had to blend two intergy databases into one. Support went downhill immediately after our upgrade and never truly recovered. I remember going to Vibe and talking directly to the VP of support services and having him look at me with surprise and disbelief when I talked to him about months old cases that never got call backs. Things did improve slightly after that but not much. Then they let their field services people go and don't do onsite tech support any more. Now with this Greenway/Vitera merger, support is pretty awful again. I thought WebMD was the cat's meow back in the day. It was a great company with a product I could stand behind. Great support and smart people to reach out to. Now? I'm embarassed to have recommended Intergy to other potential clients.
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2 comments
#999942

This is by far the worst customer service. If you read this, please do not even remotely consider Intergy or anything related to this company> It haS been month and I get the sam answer We are waiting".

#963960

I AGREE WHOLEHEARTEDLY. CUSTOMER SERVICE AND ANY LOYALTY IS SORELY LACKING FOR THIS VERY EXPENSIVE PRODUCT.

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ID
#533809 Review #533809 is a subjective opinion of poster.
Location
Omaha, Nebraska

Worst Services/Technology Company EVER

We signed up with Vitera for EHR services 1 year ago with the promise from them that they would have us live by Dec2012. In Nov12, when they knew they were nowhere close to starting and after a dozen phone calls and emails that they never returned, we were able to get a new project manager assigned. In Nov12, she promised that they would be ready to go with software training completed within 7 weeks. To further that, they claimed the delays causing them to miss the Dec12 date were the fault of our billing company, when in fact Vitera had fired 4 long time implementation personnel in favor of hiring kids out of college that didnt know the first thing about the product. In any case, fast forward several dozen excuses and it was April2013 and still they had done nothing other than connect our office to out billers office via VPN. The deal said they were to install the software on our computers, but rather they decided to have us use Remote Desktop to reach a remote server at another Vitera clients office. In any case, that connection never worked and would fall down day after day. As a result, our staff was unable to train with their trainer because we could not access the software...throughout this 4 week troublshooting process the Vitera project manager blamed the hardware at our office because (and to quote), "you (we) did not purchase the hardware thru Vitera". In the end, they finally figured out that the people they (Vitera) sent out to install the VPN, had installed it incorrectly. This was a final straw and we cancelled our deal with them after 10 long long months with nothing other than us paying them $29k. At this point they claim no wrong doing and are not in breach of a contract that says they will deliver software and licenses to our location, and deliver 100+ hours of training-- they delivered no software and training (roughly 7 hours) was little more than watching a demo. We are in the process of filing litigation aganist Vitera-- DO NOT DO BUSINESS WITH THESE PEOPLE-- THEY DO NOT KNOW HOW TO COMMUNICATE INTERNALLY, AND IN NO WAY CAN THEY DO SO EXTERNALLY TO THEIR CLIENTS, TREATING CLIENTS LIKE THEY ARE THERE ONLY TO PAY VITERA
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ID
#423924 Review #423924 is a subjective opinion of poster.
Location
Chicago, Illinois
Loss
$29000

Support trick, pay us and we will show you how to fix it

Vitera has fired the technician portion of the support. They now expect us to be puppets, clicking searching trying to install, uninstall.... but raise our bills by 3%. so you pay more for less support. time we all stick together and file class action on vitera for poor service. You now have to launch itivity, they have you sit with an untrained technician, and hope for the best, last time we had a problem we were down 4 days in our imaging. we have had cases in for 6 months and no one has addressed the problem since they fired all the senior employees
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1 comment
#963972

if there is a class action suit, someone please contact me!

ID
#418904 Review #418904 is a subjective opinion of poster.
Location
Saint Louis, Missouri

This company is scamming us!

The company constantly states that you can not get out of your contract. After being a customer for many years we worked to end the relationship and upgraded to our medical office to a better Electronic Health Record provider. We negotiated the end of the contract with SAGE / Vitera before migrating to the new product. We ran the systems side by side for nearly a year and then called to finalize the relationship. Sage / Vitera then changes their position. They begin to refer back to the original contract and are unable to locate the current contract. They are a moving target. They have an inferior product and they obviously know it.
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ID
#390544 Review #390544 is a subjective opinion of poster.
Location
Atlanta, Georgia
Loss
$24000

Vitera NOT the company to use!!

1. Written by Danij on April 12, 2012 from -, -, US I am still trying to get customer service on the phone! I was directed by their site to contact my Client Relationship Manager....Which has changed 4 times in the past 2 years... but now, there IS NO CRM listed on our screen anymore! You are promised the best in product inhancements but this seems to be very untrue!!! I was disappointed with service from SAGE and thought Vitera would be a good change....I need to be careful with what I wish for!!! Emails and phone calls ignored and loss of IT porduct interface creation ability is what you WILL get with Vitera!! The goal of EHR is to eventually graduate to a centralized health information exchange....but...wait for it....Vitera can't create the interface needed to accomplish this!!! what a joke!!!! I would love for Vitera to prove me wrong and actually come through with the product but I don't see it happening. WOW!!! Wanna waste a HUGE amount of time, resources and money......then yes. Choose Vitera for all your healthcare needs!!!
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2 comments
#474906

You wont get much help from Vitera people. The support people are all exhausted from being made to work 15 hours of mandatory overtime.

Maybe they shouldn't have laid off over 300 people.

Rumor is that there is another big layoff coming soon. Get out while you can.

#473255

I agree!!!

There is no supervision and poor support on setting up the system. You wing it on your own.

From inputting data incorrectly to no guidance on attesting to meaningful use, this company is worthless.

Stay away!!!!

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ID
#311647 Review #311647 is a subjective opinion of poster.
Location
Washington, District Of Columbia

Vitera (former Sage) is HORRIBLE

Since this company changed to Vitera, it took a serious nosedive in Customer Service. I was just on hold for 1/2 hr and the rep told me "that is nothing, yesterday people were on hold for an hour". We cannot get out of our contract, they are billing us for services we have not received.... Horrible, unprofessional and we want OUT. Do not look at this company, go to another one. There is a company that supports our computer system and we will switch over and then look into purchasing another system with far superior customer service. We are extremely unhappy with VITERA formerly known as Sage
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11 comments
#528539

I worked for Sage for over 26 years as a IT tech. I was let go in Feb.

The company does NOT care about the customers. I called some of them to see how everything is going and hey said they are going to look for another company.POOR SUPPORT !!!!!

#502543

That's because you are work for Vitera in HR. The HR department are going to any negative sites about VItera and putting glowing reviews while their customers struggle.

#477279

Call me and will be able to help you in any way i can with questions or concerns!

I have not had that experience yet. I call support and the call is answered right away. I honetly do not know what you all are talking about.

813-425-**** x 1005

#474908

Customer support are now on mandatory 15 hours a week of overtime because they laid off over 300 people. If you think customer service is bad now just wait.

There are rumors of another large lay off in the near future. Run as fast as you can from Vitera.

#474746

I loved it whem we were Medical Manager and there was a local software dealer in every town. They need to go back to basics and have the personal touch on onsite support were you can look at the customer in the eye and not this BS phone support

#464887

I am still trying to get customer service on the phone! I was directed by their site to contact my Client Relationship Manager....Which has changed 4 times in the past 2 years...

but now, there IS NO CRM listed on our screen anymore! You are promised the best in product inhancements but this seems to be very untrue!!! I was disappointed with service from SAGE and thought Vitera would be a good change....I need to be careful with what I wish for!!! Emails and phone calls ignored and loss of IT porduct interface creation ability is what you WILL get with Vitera!!

The goal of EHR is to eventually graduate to a centralized health information exchange....but...wait for it....Vitera can't create the interface needed to accomplish this!!! what a joke!!!!

#461971

Count yourself as very fortunate if you are not a Vitera customer. If you are considering Intergy or any other Vitera product, don't do it!!! :cry :(

#460771

What do you expect when the company is owned by a financial buyer. They only care about the bottom like.

Thats why they fired over 300 people in February and there are rumors they are going to have another large layoff. Plan to spend 2-3 hours on the phone waiting for customer service.

Oh and by the way how do you like their new 5 year contracts. They are going down the tubes and taking a lot of customers with them.

#438945

We sincerely apologize for the experience you had recently. It is not representative of Vitera and we hope we can help you with whatever issue you may be having.

Please feel free to reach out to your client support representative directly or call 877.932.6301. Again, we apologize for the inconvenience.

#590763
@PissedConsumer438945

I signed a contract for Intergy EMR. After over 7 months ago.

No one ever contacted me to install the software or come to my office to train my staff. Instead they looked at my contract and started charging me for software liscenses and training that I do not have or have not received. At no time have they lived up to their responsibility to deliver the product that they promised. Why do I have to pay for traiing that I have not received> The last bill I received from Vitera stated that if I do not pay up they are going to stop processing my electronic claims.

My support person is now in the accounts receivable department who tells me to pay up or shut up. Vyteria is being run like the owners of a hedge fund seeking to increase the vakue of a company at the expense of customer service.

Vyteria is not too big to fail esp with such poor customer service and shody attitude towards its customers. My advice stay far away from this company IT IS JUST ABOUT THE MONEY.

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ID
#299509 Review #299509 is a subjective opinion of poster.
Location
South Orange, New Jersey
New Reviewer

Vitera Healthcare Software - formerly Sage, a medical billing clearing house

This medical clearing house is horribly disorganized! The left hand cannot even guess what the right hand is doing. I had called in repair request after repair request for over a month and a half only to be told a different story each time I received a solution. Finally, now that our medical practice is ready to fold due to lack of revenue, today I'm being told that our account had been cancelled in mid December due to the lack of payment of our support bills. This is interesting, because all of our support bills have been paid, and I have hard copy proof of it. Yet, the first person to whom I spoke, in software support regarding our most recent open repair ticket, told me that our bills had been written off due to the fact that they were so old and we were cancelled. However, she had no idea to which bills she was referring. Her supervisor told me that the bills were not written off, and that our account had been paid in full, but now I need to contact customer relations and pay a huge fee that I cannot afford to have it reinstalled. People are all wondering why healthcare costs keep rising. Here's part of the reason: large companies who make their money indirectly from the suffering of others and who cannot communicate effectively either with their captive customers or even interdepartmentally among themselves. When a service is rendered, payment should be due either at the time of service or on installment. I don't know of any other service providers who have to tolerate the ridiculous conundrums that the medical profession has to tolerate or would ever tolerate when it comes to payment for services. Ironically, people will shell out thousands of dollars at a clip for quackery, such as "medical leaches" (a Hollywood, CA reference) but feel that they have the inalienable right to receive real health care free of charge. Most of the U. S will also go out of its way to pay large sums of money for products that ruin their good health, which is also a paradox! Maybe everyone should cooperate and communicate better, so healthcare providers would not have to deal with these real medical leaches, in the first place. That way, we would see a true downward spiral of healthcare costs.
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3 comments
#569082

Vitera is horrible

#426083

Good luck getting any support. They just fired 100's of people today at the Tampa HQ. Most in suport.

#415075

Jmed:

We're sorry to hear that you are having issues with your account and want to help. Please contact client support or your account rep so we can correct any issues.

Thanks.

Vitera Healthcare Solutions

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ID
#290513 Review #290513 is a subjective opinion of poster.
Location
Clearwater, Florida

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