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:07/06/2023

  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 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

  Date:06/27/2023

  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 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.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 signed up for SolutionReach in December of 2019. I got "two free months of service" and then was set for two years. For the first 18 months, my office was satisfied with SolutionReach technology. Starting in October of 2021 (towards the end of that second year of service) I began receiving complaints from patients that they were not getting reminders. I called tech support and was informed that the problem was fixed. The following week, patients continued to complain about not receiving reminders. Tech support tried fixing the problem again. The problem was resolved for a few days, but re-emerged. This made me upset because I still paid monthly charges to SolutionReach without getting proper service for October, November, December and January. By February I could no longer tolerate the lack of proper service. I called to cancel service in May, but no one answered. I left a few messages. By July, Brian P******** answered but said I as under contract until Feb 2023. I removed all SolutionReach applications from my computers, but the company insisted on charging me for services they could not provide since Oct of 2022. Now they want to take me to collections for THEIR lack of SERVICE for May 2022, Aug-Dec2022, Jan 2023. The company automatically charged my CC for the other months and got paid for no service . WORST COMPANY IN DENTAL COMMUNICATIONS. When the product worked, it was fabulous, but when it failed, no one helped and the customer suffered financially and psychlologically. I would not recommend this company to any colleague

  Business Response

  Date: 04/23/2023

  Dr. ********,
  
  We're sorry to hear that you are no longer using our solution. After researching your account, our records show that you requested to cancel on 4/4/2022 to switch to another service provider. As we previously communicated, we did not cancel your account as there were no unresolved issues and your contract term was active until February of 2023. We show that there was a case logged in November of 2022 that was resolved. No additional cases or examples were provided for us to troubleshoot and resolve. We work with all of our clients to resolve technical issues in a timely manner to ensure our services stay operational. Additionally, our reports indicate that Solutionreach provided a working solution with scheduled reminders until January of 2023. Uninstalling of our software does not void your contract or cancel your current contract subscription. After your office stopped paying and using our solution, your account was sent to our collection agency due to having multiple months with a past due balance. As you mentioned, our product was working fabulous which is indicated in our reporting leading up to and after your cancellation request.
  
  We would have liked to have had the opportunity to better understand any issues or concerns as all indicators on our side show that we provided a working solution.

  Customer Answer

  Date: 04/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I did not get the service I was promised. SolutionReach says the program worked, but I received too many complaints from patients that they were not being sent reminders. I refuse to get financially misused. If I pay for a service, I exepect it to be delivered.   

• Initial Complaint

  Date:10/14/2022

  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.

  Formal Termination letter to use the services previously provided was sent in September 2022 as requested by the business solution reach and strictly asked them to not charge my card for services effective October 6th. I have sent emails and also called them without any resolution. they charged my credit card $336.

• Initial Complaint

  Date:07/28/2022

  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.

  I have called three times to cancel our subscription and all three times I am told that the account team is busy and will call me back. I never receive a call back. In the meantime, I cannot go live with our new system. This is an unethical and unprofessional business practice. I should be given a way to cancel our subscription.

• Initial Complaint

  Date:06/03/2022

  Type:Sales and Advertising 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 signed up for Solutionreach and my contract was up, According to Solutionreach they were supposed to call me a month before to see if I wanted to renew, instead they sent an email to an Office Manager who is no longer employed with me who signed a new agreement for another year. I have called them, emailed them and also contacted the CEO and COO to let them know what was going on. They found out that I went with another company because I told them I did so now they are vendictive and trying to make me pay out a contract when I discontinued my contract and had my IT remove the service so I never used it. I am now receiving letters that I owe them 2300.00 which I owe nothing to them.