VitalPointAs of 2026-08-01
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Renewal Risk Brief

Summit Physical Therapy

Physical TherapySpringfield, MO30 seatsARR $36,000Renews 2027-07-15Auto-renew on
MEDIUM RISK
40 risk points · 348 days to renewal

Why this account is at risk

negative sentiment+20 pts
satisfaction score 13/100 from ticket and QBR tone

“Frankly this is getting ridiculous and our bookkeeper is upset.”

SourceCredit memo still not applied·2026-05-16·doc_0289_002
billing dispute+20 pts
documented in Overcharged on last invoice (2026-05-30)

“Support ticket from Summit Physical Therapy: Our June invoice charged us for 12 seats but our contract says 10. This is the second billing error this year and we are disputing the …”

SourceOvercharged on last invoice·2026-05-30·doc_0289_001

Customer sentiment

13
frustrated
Language across tickets and QBR notes trends negative — escalation, repetition, and churn wording.

“Frankly this is getting ridiculous and our bookkeeper is upset.”

Quoted fromCredit memo still not applied·2026-05-16

“This is the second billing error this year and we are disputing the charge until a credit is issued.”

Quoted fromOvercharged on last invoice·2026-05-30

“Relationship strained by repeated invoicing errors; a disputed overcharge is still pending with accounts receivable.”

Quoted fromQBR notes — Summit Physical Therapy Q1·2026-05-08

Recent history

Usage trend
-4%
logins, quarter over quarter
Support load
0.9
tickets/mo · 0 open high-sev
Seat utilization
90%
active users ÷ paid seats
15-month usage
monthly logins

Recommended actions

  1. Have the account manager call to hear concerns directly.
  2. Resolve the disputed invoice and confirm the credit in writing.

What we don’t know

Every signal in this brief is backed by a cited document.