Demandforce

Fantastic an awesome tool for any office.

The Sales team and the setup team were pretty good and supportive, but in hindsight, they likely overpromised on their terms. While discussing terms for our business to join them, we received promises about the evaluation period we would be given to make sure the software met our needs, we received promises that phone hardware would be provided to us and the ownership of such would be ours, and most of all, we received promises that the software would work with our existing EHR and internet network. We immediately ran into hiccups with how the software with integrate with our EHR and we only stayed on to work through those hiccups on the promise that our evaluation period would be extended so that we could adequately try DemandForce once we got up and going. We only ran the software, once up, for 2 days before we found hiccups with the internet network. It took a following week of troubleshooting with multiple levels of tech support to discover those issues were irreconcilable and that DemandForce literally could not work for us whether or not we had liked the service (it makes no sense to pay for a service that could not connect phone calls to us in one of our locations). Once we notified them of our need to discontinue the service (within 2 weeks of going live) we were told that we had gone over the 2 month evaluation period and we would have to see what could be done to get out of the 24 month long contract. I called them out on this as I had their evaluation period extension in writing. They agreed to let us out of the contract, but told us that we would, in turn, have to pay them for the phone hardware they gave us. They promised that the phones were ours at no cost, and I was even told by the sales rep that 'we could turn around the next day and sell them if we wanted to'. Without this promise, we would not have signed on to evaluate the software. I have offered to return the phones since we don't need them since we aren't using their service, and they keep telling us that they don't take phones back and that we now have to pay for them.

Ever since our notice that we need to discontinue with DemandForce, our service has been piss-poor. They never get back to me, and only send their billing team after us to collect on some ambiguous bill that does not state whether they are trying to charge us for 2 months of the service or for the phones or some combination. I've told my rep and each billing team member who calls me that we refuse to pay for what is being billed to us erroneously and/or maliciously. We keep telling them that we want to resolve this issue, but the upper-management keeps ignoring us, or otherwise, keeps sending us middle-men who can't resolve this issue in any other way than collecting money from us. I've tried resolving this issue professionally for months now, and now they are giving us notice that we will be sent to collections if we do not pay their bill.

I have had a favorable opinion of DemandForce and their team until this point. And even now, I am hesitant to publicly leave bad reviews for them because they were great at trying to make their service work for our practice's unique challenges, but I cannot see many other options to get this resolved. I understood that we are too complicated for everything to work well through DemandForce, so this is not a review of their software, but rather a review of their customer support and conflict resolution. We have been clear to them from the start that we could not afford large costs associated with simple trials of the software. They have been clear in their promises that there would not be any, but apparently, that is only true if you continue with their service. They seemingly now feel that they can jump down our throats with whatever costs they can implement on us now that we've told them that we literally cannot use their services (again, even if we had absolutely wanted to).

My advise: Get every single one of their promises in writing before signing onto their service. If it works for you, great! If not, don't rely on them to uphold their promises, but try, like us, to hold them to their word!

Overall, DemandForce worked well for a medical practice seeking to provide an easy way to confirm appointments and send out appointment reminders for patients.

I'm very happy to have the ability to communicate with our guests. Demandforce has made that possible. The support has been excellent. I recently reached out to our account manager Paloma, she went above and beyond to help me create a stellar campaign. That exceeded my expectation and made my overall experience elevated.