An Open Letter from Dr. Rene U. Pulido, MD
Mayo Clinic-Trained Family Medicine Physician | Jacksonville, FL
Hello, my name is doctor Pulido. I'm a Mayo Clinic-trained family medicine physician, and I currently serve an area of critical need in Jacksonville, FL. Today I'm writing a complaint about a company called Go to Connect. According to their website, they are an all-in-one provider of business communications software. We first hired them in August of 2022. Before we hired them, we were worried about their three-year contract. We explained that if there was a problem with the service, it would be very expensive to terminate. They stated to us via email that it was industry standard and that we would have the Option to terminate if they could not fulfill their end of the contract.
The onboarding was very difficult. The training was substandard, and we had significant difficulty communicating with the technicians due to their strong language barrier. We pushed through and basically learned the system on our own. After four years of using their product and being unable to resolve multiple internal issues, we investigated other providers and found one of much higher quality at a more affordable price.
Once we switched to the new team, we politely requested termination of the contract. We explained that the contract expired over a year ago and that we wanted to go another route. Unfortunately, they were not very professional and are currently threatening us with a $14,000 contract termination fee.
I have requested multiple times that someone from upper management reach out to resolve this issue, and to date, no one listed on their website has reached out. Because of this, I've had to hire an attorney to protect myself from these unprofessional business practices.
As a company that deals directly with healthcare providers who are already overworked and overstressed, I don't understand how a company of this size in the United States can turn its back on primary care providers. More importantly, I don't understand why I have to spend so much time defending myself when I have a clear contract in hand.