Business Profile
Computer Hardware
SolutionReach, Inc.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/11/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
We hired solution reach to send reminders to patients and we CONSTANTLY get contacted by the patients saying they get a random message from our company that makes no sense. They don’t update with our software we’ve had issue after issue with them and because they haven’t done what they were hired to do. Terrible company don’t use them, we said DO NOT CHARGE OUR CARD. We are done with solution reach, and this very rude guy tries to tell us we are in contract which we are not even if we were which they will not provide contract, they are in breach of contract because they haven’t held up their end on anything and only causing issues with our patients and we are done. They better not charge us again. I’ve sent email after email with no answer. If they charge us again, we will take it further and seek legal. I want them to send the paper work that says we are done and that they won’t charge us again.Initial Complaint
08/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Our practice has contacted SolutionReach numerous occasions to cancel services over the past 12 months and they keep charges us (auto pay deductions) after being told that the account has been closed per our request. Contracts have also been requested on multiple occasions but the case manager continues to not provide them after request has been made.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a monthly contract for services provided to communicate with my patients. My monthly fee is $329. However, for the last seven months, SolutionReach has been charging two extra monthly charges to my credit card, above and beyond my contracted amount. I have not agreed to any extra charges in any way. Their customer service people cannot tell me what the charges are for and say they likely are state taxes, which doesn't calculate at all, so it isn't state taxes. I recently received invoices for many months, after my bank successfully disputed several of these charges. These invoices for the amounts from months ago and continuing monthly, at over $60 a month, are listed as administrative charges, which isn't anything I contractually agreed to pay. Administrative charges are a part of running a business. SolutionReach continues to increase their costs to customers and continues to nickel and dime people when they don't actually have a contracted authorization to charge customers their rates and fraudulent charges. My bank will continue to contest and dispute the charges. As I never contracted to have these extra charges, I cannot provide a contract to show I should owe them. I am dropping SolutionReach as soon as is humanly possible, due to suspicious business practices and fraudulent and excess charges.Initial Complaint
03/11/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am new to the office manager position with the office I am working at. The previous office manager had not been employed here for 2+ years before I started. We were having several problems with the reminder system, and patients receiving the wrong times and showing up to our office, and not able to be seen. We called support 4 times I can think of off hand, and the problem was never resolved and it was causing issues with our patients. I was not familiar with any contracts or auto renewals, we all figured that since we have been in good standing and with them since 2021, that we were on a month to month basis, especially since the fees when up without notice often. When I contacted them to cancel our services with them, because we found a product that works better with our program and was also cheaper, they notified me that our contract auto renewed and we were locked into a contract for another 12 months at an astronomical monthly fee. I let them know of the situation, that no one here knew of the auto renewal, due to the situation with the past office manager being let go from her position. The Rep: Brain P******** was rude, he called us liars,(in different wording of course) and said we were well aware of the auto renewal and that he will not cancel the contract. We have not been using their system since 09/2023, and they still continue to refuse to cancel the illegitimate contract and blame the business owner for not knowing what his employees are signing. They are only offering a buy out to end our contract at another astronomical fee and continue to give us to the same account manager that is rude and not agreeable at all. When trying to talk to someone else we get the run around and then are told to contact our current company that we are working with and see if they will buy SolutionReach out for us. I have never in my entire career have EVER delt with such horrible customer service and mean representatives.Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Signed up with Solution Reach with intentions of being able to brand specifically the way our business wants it but that isn't the case, there are multiple limitations. Received a recycled platform for our bluffton office with a different office information and images already loaded into it. Asked for a new platform multiple times and never received an answer or a resolution. When I asked to just cancel they said i'm under contract and they won't let me out. I've never even turned this platform on because it has never been right. This company is quick to reach out on the sales side, and completely useless on the customer service side.Initial Complaint
02/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Solution Reach provided our patient communication via email and phone text reminders from May 13, 2019, until September 13, 2023. They advertise that part of their service will be to create a patient waiting list to fill the schedule. We called several times for help with this feature and they were not able to do this for us as advertised. I switched to a competitor company. I called and emailed Brian P******** (client engagement) to cancel and he stated that I am under contract until June 12, 2024. He sent a copy of a contract with a virtual signature that has a date of May 13, 2019, and a former employee listed as a billing contact. The contract is predatory and states it can only be canceled 15 days before the end of the current term. Their competitors who we worked with and currently work with do not have contracts and are month-to-month. I no longer receive services from Solution Reach and will not pay for services not rendered. They continue to call my business and ask for payment of the monthly amount of $406.70. The total amount they ask for is $3253.60 based on the months left on the contract.Initial Complaint
09/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This company promised us a price lock for life if we signed a contract within so many hours of the demonstration. The product worked well, so we took them up on that offer. Now we receive an email less than 30 days from renewal saying our monthly fee will be $41 higher per month. I spend WEEKS attempting to get a call back. I finally received one 2 days before my contract "automatically" renews saying too bad, so sad. The rep even said, yes, they do use a locked rate for life as a selling point. Unfortunate, they had to go back on their word. Now I'm stuck for another year because they drug their feet and didn't return my call in a timely manner. I don't have time to find a new provider, so I'm stuck for another year since we can't be without a texting company.Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We learned that Solution Reach's product wouldn't work in our office, therefore, we cancelled before the end the the free trial period. We cancelled 6/23/23. They charged $426.84 to our credit card on 6/28/23. I would like the funds returned to our credit card. The company has one customer service rep who does not return phone calls or address emails. Since we never arrived to a start date, I do not have an account number. I have made 15 attempts at resolution but the company will not respond.Initial Complaint
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I signed up with SolutionReach so our patients will receive an appointment reminder via test message. Unfortunately in order for SolutionReach to send accurate appointment reminders, their system must be connected to a computer in our practice that must remain turned on 24/7. SolutionReach is not linked directly to our Electronic Health Record portal so they must use our computer in the practice to be the middle man between their system and our Electronic Health Record portal. Unfortunately our office is in an area that gets hit with severe storms and our server goes down as a result of high winds and heavy rain. When our server goes down, the Solution Reach system does not sync with our EHR and our patients are not reminded of their appointments. I gave SolutionReach the opportunity to correct this and they could not correct the issue. The Contracts Manager (Jacob B******) advised us that when the system goes down, we need to go to the assigned computer in the office, turn it back on and click a button to link SR to our EHR system. I explained that this is not possible during non business hours and therefore all I want is to be released from the contract. The Contract Manager declined my request because he said it is not their fault that the server goes down due to weather issues. However if we are not getting serviced because SR must use our office computer to sync with the EHR then the service that they offer is not compatible with our practice. That is simple. However they are very determined to FORCE us to maintain a contract for a service that does not work at all times. All I want is for SolutionReach to release us from the contract so I can move on and find a company that can support our needs.Initial Complaint
06/27/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am writing to file a formal complaint against Solutionreach regarding their unauthorized auto-renewal of my contract and the subsequent imposition of additional charges without my knowledge or consent. Despite being a customer in good standing, Solutionreach engaged in unethical business practices that have caused a breached our contractual agreement. To exacerbate matters, Solutionreach reached out to me in February, claiming that I needed to pay an additional $112 due to a new law that had allegedly been passed, that needed to be paid to keep my text messages system working. The lack of transparency and the failure to obtain my consent for the auto-renewal and subsequent charges are clear violations of fair business practices. I firmly believe that Solutionreach has acted in bad faith and has taken advantage of their position as a service provider. I have attempted to resolve this matter directly with Solutionreach by contacting their customer support multiple times, but my concerns have been met with indifference and inadequate responses. As a last resort, I am turning to the BBB in the hopes of obtaining a fair resolution and holding Solutionreach accountable for their actions.
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Customer Complaints Summary
15 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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