<story><title>Ask HN: Should I sue drchrono (YC W11) for violating their contract w/ me?</title><text>[1 of 2]: My name is Dr. Dal Bedi. I&amp;#x27;m owner of a medical practice in Va.  I took a chance on a start-up drchrono as my EHR &amp;amp; billing service provider; both services being a vital part of my business. It&amp;#x27;s a decision I wish I never made.  In the past 5 mo, I&amp;#x27;ve had massive issues w&amp;#x2F; the drchrono service.  The setup of their billing &amp;amp; collections services has taken 4 months due to repeated, inept errors by outsourced-to-India drchrono billing staff.  Other drchrono users have been complaining about similar issues &amp;amp; have asked for refunds: http:&amp;#x2F;&amp;#x2F;bit.ly&amp;#x2F;1doMER9 &amp;amp; http:&amp;#x2F;&amp;#x2F;bit.ly&amp;#x2F;1fL8dzH. I&amp;#x27;ve forwarded pages of errors to the drchrono staff http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;200i2D2y1s2R , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;1z0g230x0N1I , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;3H072F0f3k43 , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;0k3G1t2h3h3w , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;0V1x2h3E2m43 , escalated w&amp;#x2F; their support team for months, and finally escalated to the CEO, Michael Nusimow.  When that proved ineffective, I asked for a refund for the months when the service wasn&amp;#x27;t functional, all while being a committed customer w&amp;#x2F;o a single outstanding balance. This past Xmas Eve, drchrono sent me an email raising my monthly fee 3x from $1.5k&amp;#x2F;mo to $4.5k&amp;#x2F;mo starting Jan 1st, 2014 w&amp;#x2F;o any reason given -- even tho. we have a signed contract which sets the price for their services and can&amp;#x27;t be changed.</text></story><parent_chain></parent_chain><comment><author>Skeletor</author><text>drchrono cofounder here.&lt;p&gt;I spoke with Dr. Dal on the phone and we worked out his issues.  We try to make all of our users happy, but from time to time things don&amp;#x27;t work out. The drchrono team and I are working to change healthcare doctor by doctor and healthcare is a hard space to fix.&lt;p&gt;Dr. Dal was using our RCM (Revenue Cycle Management) service where we do all of the staff work for billing for the Doctor in exchange for a percentage of all of the insurance collections done in a month.  There is a monthly minimum fee for the first few months the service ramps up, but for all of these contracts the percentage of billing fees is designed to exceed the monthly minimum in a steady state.   In all the months Dr. Dal was using our RCM service he was paid on all of his medical claims in our system, but his account still never exceeded the minimum fee.&lt;p&gt;We raised rates for all of our RCM customers whose contracts weren&amp;#x27;t exceeding the minimums across the board.  We gave customers several months notice about these rate changes and helped any customer that wanted to do their own billing or port to another service do so.&lt;p&gt;All of our users have access to download all of their data at any time.  Users can also synch all of their data on an ongoing basis to Box&amp;#x27;s Enterprise HIPAA compliant storage.  We put up a blog post to highlight these features and give instructions for users with links to our knowledge base: &lt;a href=&quot;https://drchrono.com/blog/backup-records-outside-drchrono/&quot; rel=&quot;nofollow&quot;&gt;https:&amp;#x2F;&amp;#x2F;drchrono.com&amp;#x2F;blog&amp;#x2F;backup-records-outside-drchrono&amp;#x2F;&lt;/a&gt;&lt;p&gt;I think it&amp;#x27;s important that users always have access to their own data to use with other services at their convenience and to have for their own safety and peace of mind.</text></comment>
<story><title>Ask HN: Should I sue drchrono (YC W11) for violating their contract w/ me?</title><text>[1 of 2]: My name is Dr. Dal Bedi. I&amp;#x27;m owner of a medical practice in Va.  I took a chance on a start-up drchrono as my EHR &amp;amp; billing service provider; both services being a vital part of my business. It&amp;#x27;s a decision I wish I never made.  In the past 5 mo, I&amp;#x27;ve had massive issues w&amp;#x2F; the drchrono service.  The setup of their billing &amp;amp; collections services has taken 4 months due to repeated, inept errors by outsourced-to-India drchrono billing staff.  Other drchrono users have been complaining about similar issues &amp;amp; have asked for refunds: http:&amp;#x2F;&amp;#x2F;bit.ly&amp;#x2F;1doMER9 &amp;amp; http:&amp;#x2F;&amp;#x2F;bit.ly&amp;#x2F;1fL8dzH. I&amp;#x27;ve forwarded pages of errors to the drchrono staff http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;200i2D2y1s2R , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;1z0g230x0N1I , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;3H072F0f3k43 , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;0k3G1t2h3h3w , http:&amp;#x2F;&amp;#x2F;cl.ly&amp;#x2F;image&amp;#x2F;0V1x2h3E2m43 , escalated w&amp;#x2F; their support team for months, and finally escalated to the CEO, Michael Nusimow.  When that proved ineffective, I asked for a refund for the months when the service wasn&amp;#x27;t functional, all while being a committed customer w&amp;#x2F;o a single outstanding balance. This past Xmas Eve, drchrono sent me an email raising my monthly fee 3x from $1.5k&amp;#x2F;mo to $4.5k&amp;#x2F;mo starting Jan 1st, 2014 w&amp;#x2F;o any reason given -- even tho. we have a signed contract which sets the price for their services and can&amp;#x27;t be changed.</text></story><parent_chain></parent_chain><comment><author>phren0logy</author><text>Speaking as a physician, and with the caveat that I assume Dr. Bedi wouldn&amp;#x27;t waste his time if this story wasn&amp;#x27;t mostly accurate, I want to express my frustration - this is why we can&amp;#x27;t have nice things!&lt;p&gt;Medical bureaucracies are very reticent to chose software from companies that don&amp;#x27;t have a long track record. Examples like this are why we have to suffer through 1980s era software to get our work done.</text></comment>