Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solution Reach is holding us hostage and will not let us cancel our service fees. They claim we cannot get out of our contgract. we have bene with them over 10 years. Originally they claim that it is month to month after initial 26 mos. It is not. They claim the price will never go up. It does. They claim my office manager signed a renewal electronically in 2024 for one year. if ths is so, it was not approved or signed by an owner or communicated to an owner and the price went up. No proof of signing for this year. WE calle dto cancel an dthey want us to pay for the whole year. They offer a 25% discount on that and told me its the best I will get. We have asked numerous times to escalate to someone above Brian___ but now he will not return emails or calls. Service has not been what they promised since the beginning but we stuck it out. Tried to work with them. It does not suit our needs and we finally decided we had to leave. After a decade this is holding us hostage. Patients have sida they dont get the calls, emails, texts or they get multiple reminders that are wrong or for glasses they already picked up. After a decade we still have to mail postcards to patients. And we are paying more than we did initially. We did manage to get the software removed as we are already using a new outreach software that we waited 14 mos to implement. We would not have signed a renewal knowing we had to wait for our other contracts to expire. This is deceptive and and sneaky. They have poor customer service. We would like a call back from someone in charge, not Brian____ who is difficult to deal with. He is not a good representative for this company.

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SolutionReach product consistently was not working. After numerous complaints, they decided to terminate the service on February 5th with no warning or lead time to find another service. Access to all patient notifications, texts history, etc was erased and unavailable to access on February 5th. We could not respond to patients we were just communication with a day before. A month later, SolutionReach decided to send an invoice for the month through February 27, 2025 saying they do not prorate invoices. They canceled on February 5th, but billed through February 27th saying they don't prorate. This seems highly ILLEGAL, let alone unethical. I refused to pay the invoice as they created a world of issues on February 5th when we had to scramble to re-connect communications with patients. I will also be filling a complaint with the FTC and Attorney General of Florida regarding their practices. You cannot cancel a service without the customer requesting it and then demand they pay for the service beyond the date you canceled it. Their product is garbage and their customer service is worse.

• Initial Complaint

  Date:12/11/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/29/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/11/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:02/09/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.