Complaints

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately communication directly with this company was not the greatest. I never knew what charges were coming out of my account not what they were for. It always takes several calls until things are clarified. Also I wanted a card reader that was wireless and mobile for my business. The first one sent needed to be plugged into a computer although I told them we use iPads. Then the second one was wireless means WiFi capable but still needed to be plugged into the wall in order to use it also no chargeable battery so we can be mobile. We used this begrudgingly however not functional for our business. I tried multiple times to return the initial unit but not return shipping sent. Latest thing now is that I was charged a couple hundred dollar fee out of nowhere. I called several times and nooo one knew what it was for so I disputed the charge since I did not agree with any withdrawal from my account. Then I get an annoyed voicemail from risk management saying I need to have it cleared since they will debit it again.for a refund. This makes no sense since o never refunded any patient any money. I called and again no one knows what it was for. I left a message for my rep and the risk manager again. Im so tired of their fees with no explanation as to what they are, you never get an invoice but. Deny the charge and they are fast to communicate. Their process is truly disrespectful, my business account is not theirs to do what ever they like in regards to withdrawals.

  

  Business response

  03/19/2024

  BBB complaint #********

  To whom it may concern:

  We reached out to the customer to clarify any confusion regarding their experience. All has been clarified and the customer is satisfied with explanation provided.    

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Similar to other complaints that have been brought against Rectangle Health, my business was also an unfortunate customer of **********************. We used Rectangle to process credit card transactions. Before signing the agreement with Rectangle, I explained that many of our clients are on autodraft/autopay and I would need a way to automatically process and post those payments into our practice management software. Our sales **** **************************************** informed me numerous times that this would be something that could be customized for us without difficulty. We proceeded with the terms of the agreement given this guarantee. Endless hours and days spent with "Tier 2" support **** and ***** revealed that code needed to be written to allow for this integration. The integration was very poor resulting in errors every single month when autopayments processed that required hours to fix. To make matters worse, I called/emailed the customer support manager, *********************, several times to come up with solutions and/or cancellation steps and he refused to return my calls. We continued to persist and ***************************** was assigned to us to start the cancellation process. Eight months later, the cancellation is still in process. Although I no longer process payments through Rectangle Health, Rectangle contracts with a 3rd party company for their card readers. The company is called ************* You learn this thru the fine print of your agreement. Rectangle claims ZERO responsibility for billing/leasing/equipment associated with that third party company although our relationship, representative, and all communication is with Rectangle. The contract terms and duration of ************ do not parallel with that of Rectangle. You cannot terminate one contract without the other! And, ************ is now asking for payments through the end of that contract even though I am not terminating w/o cause. Due to false advertising of the product, the early termination fees need to be waived.

  

  Business response

  02/21/2024

  *************
  
  As per our discussion, I spoke with TCG, and we have decided to cover the costs.  We want to ensure there are no further allegations on either side, we would like to end all ties amicably. 
  If you are ok with these terms, please confirm via this email communication so we can get all documentation settled. If you have any other questions, please feel free to contact me and thank you for your support in this matter.  

   

  *******************************

  ******** ** ************* ** ********************** ************ ************************************
  

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rectangle Health advertises a three year contract however through my conversations with the company it appears I was locked into 2 separate contracts with auto renew. 1 for 3 year period and another for a 2 year period. Unfortunate you can not terminate one without the other which forces the customer into paying an early termination fee since the contract do not end at the same time. The other company which is ************ is the billing service for Rectangle health.

  

  Business response

  05/24/2023

  *** ******** ********* * ******** ******************************* ********* ******** **** ********************* ************************************ ********* ****** *********************************************************************************************
  
  To whom it may concern,
  We have reached out to the client and come to amicable terms

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are a customer of ********************** and use them as our provider to process credit cards. We have been calling them since 12/27/22 to find out what the cancellation process is and if there are any charges associated with this. Every time we call, we are told a manager will call us back within the hour. We have now called 5 times and cannot get anyone to call us back. The call reference number is ********. ******** at Rectangle transfers us to *****. ***** was supposed to not only email me but also call me back. At his point, we want to cancel Rectangle effective 3/1/23 and we don't want to be charged given the circumstances.

  

  Business response

  02/13/2023

  BBB Consumer Complaint # ********
  
  To whom it may concern,
  Rectangle Health received the following complaint from *************************** with Reform PT:
  We are a customer of ********************** and use them as our provider to process credit cards. We have been calling them since 12/27/22 to find out what the cancellation process is and if there are any charges associated with this. Every time we call, we are told a manager will call us back within the hour. We have now called 5 times and cannot get anyone to call us back. The call reference number is ********.******** at Rectangle transfers us to *****. ***** was supposed to not only email me but also call me back. At his point, we want to cancel Rectangle effective 3/1/23 and we dont want to be charged given the circumstances.
  Rectangle Health maintains thorough call records and email transcripts regarding customer accounts. There are no logged calls or emails prior to January 13, 2023.
  On January 13th, 2023, Rectangle Health received a call from *************************** with Reform Physical Therapy Brunswick.  **** had requested a copy of her contract on her voicemail.  Rectangle Health reached out to practice, but they were unresponsive.  The practice was still actively processing,with 7 accounts in total, and still is at this time.  
  January 18th,2023, Rectangle Health Care Rep received a call from **** and reviewed the terms of her contract as requested.  **** advised they were shopping around and wanted to know cancellation fees.  At which point, the customer care representative disclosed to **** that each agreement had a 3 year term for processing account and lease agreements for each location. We also had one of our contract specialists follow up with **** on the same day to ensure details were outlined correctly and to answer any additional questions *************** have had.   
  On January 25th, ***** from Reform, another employee at this practice, called in after business hours to review the terms of the contract once again. On the following day, January 26th, a care rep reached out to *****, but she was unavailable at the time.  No call backs ever came through to Rectangle Health.
  On February 8th, **** from Reform called in again to speak to our contract specialist.  The Director of Care called **** back to ensure **** had all the details she inquired about.  **** demanded for her accounts to be closed.  Paperwork was sent that day to **** and accounts were closed waiving the early termination fee on the processing accounts. 
  Reform has a total of 6 actively processing accounts with Rectangle Health. Each agreement has two components: a processing agreement and a lease agreement, which is billed out by ****************** Leasing. Both agreements contain legal requirements that *************************** agreed to when signing up with us. The processing agreement terms are held by Rectangle Health and have a $700 early termination fee. The leasing agreements are for a 48-month term.
  
  Rectangle Health has contacted **** directly and has agreed to waive all the early termination fees on each account ( 6 accounts at $700 each= $4200 in fees waived). We made this concession however there was no indication of wrong doing by Rectangle Health. Reform PT has been provided with the contact information to TCG Leasing to satisfy the remaining contractual obligations.
  
  *******************************
  Director of Customer Care
  ************
  ********************** *** ************************************** *** ********* ** *****
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩