We became Weave customers 6 years ago, one of the main features that got us to switch from our previous company was the schedule. The legacy schedule showed me which patient was scheduled with which provider. If I have a hygienist call in sick, I could immediately start calling her patients from home to cancel them, without having to go to the office. If we had a patient call or message over the weekend or in the evening with an issue, I could see where my doctors may have an opening to let that patient know right then when they could be seen. With this new version none of this is able to be done. I have been calling Weave about this and other issues since January 28th. I have been told things will get fixed we just need to keep creating tickets. Those tickets get marked solved and nothing changes so I have to start over. I have been told from a Weave agent that this is just how the new version is going to be and that legacy never showed it with patients under dentists and hygienists. I screen shot my legacy app on the my phone and show them yes it does. I was then told this new system will not be able to show the patients under the providers the way we want AND THE WAY LEGACY DOES/DID. If Weave can't fix this, this is deal breaker. I have called to see if we can get a discount on what we are paying monthly since we are now paying for a far inferior product. I was told no, they have to fix the issue first.

I was told that we need to change how we schedule patients in Eaglesoft so that it will show correctly on Weave.... um NO, Weave is the support software to the practice management software. Spent 2 hours on the phone again yesterday, was told Eaglesoft and Weave may be having issues syncing, not the case. I was told that we need to mark our hygienists as providers in Eaglesoft... they are. Was told that we have our dentists marked as preferred provider. That is not correct, in Eaglesoft our doctors and hygienists are marked as providers and doctor is marked as preferred doctor and hygienist is marked as preferred hygienist. There is nothing in Eaglesoft that says Preferred provider. We were told that when we schedule a hygiene appointment, we can not have a doctor listed and that might fix weave scheduled. Well, the dentist portion lets our staff know which doctor is to do the exam, which doctor gets paid for the exam and which doctor the patient wants to see. Again, Weave is the supporting software to THE PRIMARY PRACTICE MANAGEMENT SOFTWARE. We aren't making changes in Eaglesoft to make Weave work better. Weave needs to figure out how to work better with Eaglesoft. If Weave would just say, hey this new version is not going to work with Eaglesoft, OK, I get it. That would tell us, it's time for us to look at other options. Just be honest about it. If Weave wants to fix the issue, then someone from weave has to talk to someone running the practice management software and figure what the issue is and how to fix.

The schedule does not update as fast as it used to, I was told the new version will update every 24-48 hours. NOT ACCEPTABLE!!! We lost a patient due to this. We cancelled a patient hours prior to his appointment due provider not being able to get to the office during the last snow day. Weave sent him the 2 hour prior reminder anyway, patient drove in for the appointment. Some of our staff was here working but we were not able to squeeze him. He was furious! Left and has now had his records sent to a different office. When offices are used to the 10-15 minute updates and Weave does not inform offices that you are now updating schedules substantially slower, you are doing a massive disservice to your customers.

There are lot of bugs in this new version that need to be worked out. There is no reason at all my front desk needs all of this information, it is too much. The Legacy was so much better, more usable, way less clicks and screens to do things as opposed to this new version. For Weave to send an email the day before to say we will be live the next day on the new version, when I have been calling for months with issues on the new version, without time for me to train my staff is just RIDICULOUS. The only reason I knew about the new version is because in January we were working and I noticed a patient received a text saying our office was closed, when in fact we were open. I tested, got the same message, checked out hours they were correct. Called Weave and that was the 1st time we were told about the new version and our office hours on new version had us closed. Agent had to me walk me through how to fix. I ran the new version on my computer from that day on to learn it and to find errors.

Why are some offices still able to run the legacy app? Why can't we got back to legacy until closer to December when you have time to work out a bunch of these bugs?